Mini of Reno

Mini broke my Mini. I've been a loyal customer of Mini of Reno since 2014, when I purchased my barely used Cooper Convertible. I bring it in for annual oil changes and s I've been a loyal customer of Mini of Reno since 2014, when I purchased my barely used Cooper Convertible. I bring it in for annual oil changes and service checks, maintain it well, replace parts as needed and have always felt welcomed, taken care of as a patron and that my car was serviced well. Until last year. In May of 2023, I brought my car in for an oil change and check-in. I also indicated that the convertible roof was not functioning properly and asked that it be checked out. When I arrived to pick my car up, a week later, I was sure not to leave the lot without checking my car over. The roof was still not working properly. Parts had obviously been removed and not replaced correctly. As I attempted to use the convertible roof pieces detached. I ended up speaking to the customer service agent and, ultimately, the head technition. I had to reschedule clients as a result of the extra time spent at the dealership waiting for my vehicle to be repaired and, upon arriving home, found that parts had gone missing from my roof. In October, I brought my car in for maintenence indicated by the warning light. This time, when I picked up my car (a day later), the door open indication tone had changed and was incredibly loud. I couldn't believe that no one noticed this was a problem. The USB and AUX did not work. Something was seriously wrong with my car. I was shocked when, after waiting hours for the scan to identify what was wrong with my car, that Jeff Leathers, the head tech came out to show me a youtube video (which I had also found while researching the issue) and basically indicated that I had done the damage. Again, my schedule was disrupted by the need to stay at the dealershp while my vehicle was assesed. Ultimately, they had to keep my car to repair it. One of the reasons I have remained a loyal Mini of Reno customer is because of the service I receive including a loaner which they provided for this case and the prior. I appreciate this and the comfortable waiting area. 20 Days later my car was ready for pick up. In the meantime I had multiple exchanges with Lloyd (service agent) and a very serious exchange with Jeff Leathers who had obviously been made aware of a letter of complaint I had sent to Mini corporate. I was charged $100 to replace the stereo in my car which, evidently, had "gone bad." While I have no proof of how this happened, I do know that it didn't happen while it was in my possession. All of this being said, I don't think that there is anything inherently bad about Mini of Reno. I think that the technitions are not proper mechanics, that they aren't well trained in customer service and, while I don't think the customer is always right, much would have been different in this situation if an admittance of mistake had been made up front. No outreach or efforts were made to ensure that I was satisfied and compensated for the inconveniences. It took me a year to write this review because I want it to be accurate in telling the story. I also want vehicle owners to know that you have to speak up when something doesn't seem right and always remember: don't leave the lot until you've made sure your vehicle is in full working order. More

Marcus and Issac made my Mini Cooper S purchase and Mini orientation helpful, efficient, all-inclusive and contacted me for any follow up I felt was needed.. Their service was as good and enjoyable as drivi orientation helpful, efficient, all-inclusive and contacted me for any follow up I felt was needed.. Their service was as good and enjoyable as driving my new Mini, which is as you know is Ten (***********) Stars Plus. So glad I chose Mini of Reno, and highly recommend them to anyone for a new or used Mini Cooper. Nice to be back in the Mini family with Bill Pearce Motors. Motor on, I am! More

Terrible Everything I'm sure sales is excellent, but the service department is terrible. I'm also sure some people are satisfied, but wow this experience was the worst I' I'm sure sales is excellent, but the service department is terrible. I'm also sure some people are satisfied, but wow this experience was the worst I've ever had. So here is the story about an experience I had at at the Bill Pearce, Mini of Reno. By far, the worst experience of my life and I hope no one else has to go through this. First, I call in ahead of time at 7:30am on Friday, Sept 05, 2014, to ensure that I can have my car towed there because the battery was dead and I needed a replacement. The symptoms were that the car lights where on but when I would try to start there car, there was just a clicking sound. It arrived at the dealership around 8:45am that same morning. Kris Collins, the team service manager, had told me he would be with me in just a minute after telling me that it was the battery and that the key was now locked in the ignition and then wanted me to sign paperwork saying that it would cost me $125 dollars for an oral estimate. I had more questions before signing that paper, and stood at the counter waiting while he assisted other customers. I waited a little while knowing my appointment was at 12:15pm and that there were other customers ahead of me. But then I ended up waiting for 3 hours for him to answer a few questions because I insisted. I only got his attention when I said I would sign the papers because it was taking to long for him to attend to me. There is only one man working and he explained that he was backed up and still would not be able to get to my car until the afternoon. So I accepted with the 125 oral estimate and 321 dollar battery replacement fee and thought they would have loaner vehicles, like in my other experiences with mini dealerships, but instead they had a shuttle. So I waited, and waited. I called around 4:00 (late afternoon) because I hadn't received any updates. I kept calling, Kris Collins was rarely available and nobody could help me. I did not get an answer until 4:17pm and he had told me that they did not replace the battery yet because they are backed up, but they did notice something else that broke and may have gone into the motor (unsure) so that they will have to charge me 426$ to diagnose it. I have a 3rd party warranty and asked if they can call the warranty to see if it would be covered but they said they can't because they do not know what's wrong with it beside a chain being broken. So again, I asked if they can call to see if that part can be covered but they had insisted that they can't. Kris Collins also said that no work will be done until Monday because they are so backed up. I approved for work and charges to be done Monday. About an hour later, I had called back a few times before I got an actual response, retracting my approval. Kris Collins had explained that they have already started some work immediately after I called, even though they from 9am to 5pm to work. He said that it will cost $207 dollars for the labor they had already done, without even switching out my battery which was why I was there in the first place. We went back and forth on the phone about the issue and I explained to him my concern about the issue. He kept trying to explain, but nothing really made sense. I'm sure it all makes sense to him, but in my experience, I have never been charged like this, or have ever waited so long for service to be done. I have had 3 mini coopers before and NONE of this has ever happened. After the back and forth conversation, he said he will continue to replace the battery on Monday with my approval and not continue to do any work. This would cost me 516$. I said okay, continue replacing the battery on Monday without any work. I ended up without a car for the weekend, including Friday. I also missed a total day of work. I show up Monday morning, and they still haven't replaced the battery. This whole ordeal has forced me to take the car somewhere else. I still had to pay $237.11 for some sort of labor and another towing fee to move my car. I will never ever go to that mini dealership again, or bill Pearce dealership. A bill Pearce dealership was also going to charge me $40 dollars per tire to fill it up with Nitrofill (nitrogen). When I bought the car, I bought a Nitrofill membership, which entailed that I can get my tires filled at any authorized nitrofill dealership. One of Bill Pearces franchises were one of them, but charged me. So I called a different place, went there with no charge. I am considering getting rid of my Mini for a different car because this is the only dealership where I am. More

The level of service here is AMAZING!!! I looked around for the exact car I wanted and Barry and everyone else at MINI treated me the best out of anywhere else I went. When I finally made my decision they for the exact car I wanted and Barry and everyone else at MINI treated me the best out of anywhere else I went. When I finally made my decision they were extremely helpful, knowledgeable, and never pushy and got me EXACTLY what I wanted. I couldn’t be happier and I want to thank Barry especially for all of his hard work. Never thought I would say this… but a great car buying experience. I am PROUD to call myself a MINI owner!!! More

Initially, I went in to schedule a service visit for my 2009 MINI Clubman as it was to be the last one that I would receive while the vehicle was still under warranty. While speaking with the service mana 2009 MINI Clubman as it was to be the last one that I would receive while the vehicle was still under warranty. While speaking with the service manager and asking about extending the service warranty on my Clubman, I started looking at the new MINI Countryman. After speaking with Zeb and finding out that there was trade in equity in my Clubman, we started the paperwork for buying a new car. The process was very painless and Zeb walked me through the whole process of ordering exactly what I wanted in the MINI Countryman. Thanks to the entire staff at Bill Pearce BMW/MINI for making my buying experience an enjoyable one. J. Wayne Loader More

Very pleased with the dealership, everything from order, delivery and the amount of time Zeb spent familiarizing me with my new coupe. Great experience and highly recommend Mini of Reno!!!!!! delivery and the amount of time Zeb spent familiarizing me with my new coupe. Great experience and highly recommend Mini of Reno!!!!!! More

This is the 4th vehicle that I have purchased from Bill Pearce. I love them. Their customer service is outstanding. They have never pressured me to buy a vehicle I coudn't afford or didn't need. Any issue Pearce. I love them. Their customer service is outstanding. They have never pressured me to buy a vehicle I coudn't afford or didn't need. Any issue with the vehicle was taken car of fast and efficiently. I always plan on buying my vehicle from Bill Pearce, but every now and then I go to other dealerships and I hate it. I realize that the customer service I receive at Bill Pearce has spoiled me. Sincerely, More