MINI of West Chester - Service Center

Complete waste of day off At first thought I wasn’t about to waste anymore of my time given to the dealership or the survey however I do feel that maybe if someone actually cho At first thought I wasn’t about to waste anymore of my time given to the dealership or the survey however I do feel that maybe if someone actually chooses to read this they will try to prevent a second mistake. I had an appointment for an oil change and tire rotation and was told to arrive @ 9 am which I did. My husband & I were pleasantly greeted by the staff at the front desk and things seemed to be going ok. When we were getting our rental and going over the service for my car I was asked what time I would like it. I didn’t want to seem rude by expecting in an hour so instead I just said as soon as you can and give me a call thinking with that maybe by 11 am it would be done. We returned to Otto’s around 12:30 even though we didn’t get a call that for such a standard service there is no way it wouldn’t be ready WRONG! Then when we asked at the desk we were told “they” were at lunch sorry but we will ask them to squeeze it in again NOPE! We sat in your waiting area seeing customers come and go and multiple employees passing us seeing us there now @ 2:30 and nobody thought to get with a supervisor and say hey why has that couple been sitting there for hours? Finally around 3 pm I went up because I had enough and even the blonde woman said oh your still here?!?! She left into the service area and never came back however moments later a service tech brings in my paperwork ironically and I was told my car will be coming in a couple minutes. Again waited but this time maybe 15 tops and only when I was already in the driver seat and my husband was about to get in the passenger seat did the supervisor who is listed I believe on this email came up to us in the garage and said hey I’m really sorry then went into total defense by saying I only arrived at whatever time I wasn’t here when you dropped it off at 9 am. WHAT A TOTAL DISAPPOINTMENT! that is not good customer service and maybe that department needs to take a refresher course, have you ever heard of the HEAT method? Hear, Empathize, Apologize, Take action. I hope this can be a learning lesson and the next customer needing an oil change and tire rotation doesn’t spend 6 hours at Otto’s! More

The Good & the Bad It appeared that your Service Department was swamped when I dropped off my Mini; so I wasn’t surprised that it wasn’t ready when expected (the Bad)... It appeared that your Service Department was swamped when I dropped off my Mini; so I wasn’t surprised that it wasn’t ready when expected (the Bad)... But your offer to deliver the car to my home was great (the Good). Hopefully, as the Mini portion of the business, gets reintegrated back into the facility; things will go more smoothly. Love the facility, only wish it was closer. Thanks! More

Service First time servicing my MINI with Otto's. It was a great experience. Smooth and efficient process. Service was completed within projected timefram First time servicing my MINI with Otto's. It was a great experience. Smooth and efficient process. Service was completed within projected timeframe. Preston checked in at least once during my wait with an update and walked me through the check-out. I'm very happy with my decision to try another dealership for the purchase of my 5th MINI! More

Inspection Very helpful. Very efficient. Preston was extremely helpful with getting the registration online and that enabled me to get the car’s inspection. His Very helpful. Very efficient. Preston was extremely helpful with getting the registration online and that enabled me to get the car’s inspection. His can-do attitude was great. More

Pleasant Service Appointment Very nice friendly staff, kept in touch with me about vehicle status, answered all my questions and had loaner for me to use. Preston was awesome! Very nice friendly staff, kept in touch with me about vehicle status, answered all my questions and had loaner for me to use. Preston was awesome! More

Very pleased with service I was pleased with the service and the updates from Preston were appreciated. The car was ready in a timely manner and nice and clean! I was pleased with the service and the updates from Preston were appreciated. The car was ready in a timely manner and nice and clean! More

Always good service Once again, Ottos delivered. Had routine service. Very efficient, people very friendly. Love the new space. Even got a free hot dog! My only complain Once again, Ottos delivered. Had routine service. Very efficient, people very friendly. Love the new space. Even got a free hot dog! My only complaint is lack of Mini signage where you enter into service bays, and apparently that’s coming. More

Took three tries Preston and the staff were unfailingly courteous and professional. However, I live 30-40 minutes away (depending on traffic) and did not expect to ha Preston and the staff were unfailingly courteous and professional. However, I live 30-40 minutes away (depending on traffic) and did not expect to have to come back 3 times to get my annual service. The first time I arrived at my appointment, the computer was down and no one could do anything. I waited for an hour, hoping that the service would be restored, and when it was not, I decided to reschedule and leave. It took about 20 more minutes to get my car back. My second visit went better, although one of the parts my car needed to pass inspection was not in stock. Preston happily gave me a loaner until the part could be obtained, but that meant I had to make another trip to the dealer, and why is a Mini dealer out of a Mini part in the first place? Everything was completed to my satisfaction on my third try. I know that computer glitches happen to everyone, but given all the hassle I went through, I expected something in return, to make my customer experience better--some part of the service performed gratis, maybe, or a gift certificate for my next maintenance. No one made any attempt to compensate me for all my inconvenience. Some acknowledgment other than "sorry" would have made me a more satisfied customer. More

Always A+ Can’t say I was very happy about the move out of Exton but once I got to Otto’s it felt just like home. Super friendly and helpful people! Can’t say I was very happy about the move out of Exton but once I got to Otto’s it felt just like home. Super friendly and helpful people! More

Pleased with the service! Not only did I receive excellent service, but the whole experience was enjoyable. My car looked brand new when they returned it. Great job. Thank yo Not only did I receive excellent service, but the whole experience was enjoyable. My car looked brand new when they returned it. Great job. Thank you!! More