tboul

6 de jul. de 2014

Matt Crowell made the sale with courtesy and patience and attention to detail. I would not hesitate to buy from him again or to recommend him to others. I love my new Mini Cooper. Thanks, Matt.

MDF0001

20 de mar. de 2014

Roadshow MINI BMW gets a ZERO in ratings due to Service Manager RANDY PLUMMER. Houston, service agent, gets a 5 star rating. My special ordered car was presented to me with a dent in the hood, and a scratch on the interior. It was fixed, I got over it. When the compass in the rearview mirror would not calibrate, of course it was covered by MINI. We live quite a distance from the dealership. We knew this when buying. Roadshow ordered the part, and called several times to schedule the appointment. Each time, I had to decline due to bad weather, Holidays, etc. The rep said it was no problem, they would alert the service dept. to keep the part. It was just under 90 days (I have records) that I was finally able to make the drive from MO to Memphis. This was actually quite an undertaking to schedule this for my family, but, again, we accepted that responsibility when buying a car from a company with limited dealerships. My 5 year old and I made the trip, and waited for the mirror to be replaced. Thinking it would be an hour/hour 1/2 job like we were told. We were there for 4 hours. After waiting for just about the figured hour 1/2, I learned the dealership had sent the part back to MINI. No 2014 upgraded mirror like mine could be found on the lot for replacement. Ill give Houston props, he tried very hard to find a mirror. I do have to say I was offered to leave my car, and get a loan car by Houston. I also was given the option by Houston to have my car picked up, and brought back. After the whole dent and scratch situation, my husband and I had a phone discussion and definitely decided that we did not trust our new car being left at the dealership for any amount of time nor to be further transported by them. This is where SERVICE MANAGER RANDY PLUMMER was introduced. I was informed by him that parts are returned to MINI after 45 days. Ok, makes sense; however, I was never informed of this. I was called by the dealership to schedule an appointment well after 45 days (also have records of this), and was told during each call that it was no problem to hold the part. I have NEVER been treated by anyone in any customer service field like I was by RANDY PLUMMER. Just the smug attitude of him was horrible. I was told that they have millions of dollars of inventory, and my car would be safe. I obviously knew a guesstimate of inventory value, and under normal circumstances wouldve left my 2014 there to be taken care of. My purchase of the $4?,??? MINI from Roadshow was made to feel meager by RANDY PLUMMER and his incurred attitude. I civilly stressed again that this whole situation was basically a snowball effect that started with the hood dent/interior scratch at time of pick up, and ended with a useless trip to get a defective part fixed. AFTER DEALING WITH MR. PLUMMER FOR JUST A FEW MINUTES, IT WAS OBVIOUS HE LACKED ANY HUMAN COMPASSION OR CARE FOR A CUSTOMER. Im not sure how he has held on to his position. If RANDY PLUMMER ever had any human compassion, ability to admit mistakes, common courtesy, or customer service knowledge maybe it has just been lost with age. I like to give people the benefit of the doubt, and pray that maybe he was just having a horrible day. Hoping to be done with the dealership, I asked if this could be transferred to St. Louis. He said I would have to go there to let them look at it. No offer to even make a courtesy call to the St. Louis dealership, or an explanation of MINI dealership policy that I might not be aware of. After what seemed like several minutes of RANDY PLUMMER just staring at me in uncomfortable silence, I told him just to reorder the part. I was ready to get my 5 year old daughter and myself out of there. I had asked at least for a gas tank fill earlier in our conversation. In a very condescending voice, RANDY PLUMMER said, what is that like 2 or 3 gallons? When I was leaving, I asked once again, so you arent even going to fill up my tank? RANDY PLUMMER just shrugged his shoulders, and shook his head no. So we left. NEVER ONCE DID I RECEIVE AN APOLOGY FROM RANDY PLUMMER. Houston did greatly apologize. A wasted day of a 7 1/2 hour round trip drive, a mother and a young child on bad roads (we were home much later than we shouldve been, and ice was coming down on us), wasted money on meals, wasted vacation day used, and one of the worst conversations with a person in Management that Ive had in my 30 some odd years. Lets not forget RANDY PLUMMERs estimated measly 2 or 3 gallons of gaswhich in reality was actually a full tank and 2/3 of another. I cant believe I made a large purchase from a dealership that made me feel incompetent, worthless as a customer, and almost ashamed that I bought a MINI. My husband was seriously considering buying a Countryman as a business car. That quickly went out the window. I had previously made up my mind that in a couple of years when our kids are older and we travel a lot more, I want a BMW X3 or X5. I will not go to this dealership due to RANDY PLUMMER. I waited almost 2 months to give this review. I did want to cool down, and reevaluate the situation. As anyone can tell, the conversation with RANDY PLUMMER was so bad, that I am still upset.

martimini

25 de jun. de 2012

Took a brand new car in for a cracked windshield that occurred while simply washing my car. Two cracks appeared at the same time (within minutes of each other) in about the same places on both the driver and passenger sides and both arch outward at the same angle and point on the windshield. Any sane normal person can tell it's a stress issue and not a rock chip. The so-called service manager, Randy Plummer, proceeds to shrug his shoulders and tell me it's a rock chip issue and not covered under warranty and I can "take it up with cutomer service." Now, if it was on one side of the windshield, I might yield and agree. But both sides and at same points and occuring at the same time as I mentioned is clearly not from a rock chip. And on a brand new car that is only 5.5 months old! Just because they're the only show in town doesn't give license to be arrogant and provide extraordinarily poor customer service. Just about everyone I know in town with BMWs or Mini's goes out of their way to avoid dealing with these people because of their arrogance. Don't they know great customer service gets you repeat customers and more referrals?

democrazy

15 de dic. de 2010

I only recently purchased a vehicle from Roadshow BMW and have had to take it in twice for service. The service dept staff acts like they have much more important things to do besides help customers. The service advisors and loaner car technicians (or whatever they are called) don't smile and hardly make eye contact. Don't bother making any requests, they don't want to hear them - once they sell you the car they don't care about you anymore. Let me provide a couple of examples of their idea of service: 1) They sold me a car that has a recalled part without fixing the part first, 2) When I brought it in the first time to have some repairs made (also needed when they sold me the car), I asked them to go ahead and replace the part and they told me they wouldn't replace the part until I received a letter from BMW. I tried to tell the person that the car was sold after the recall was made, and I wasn't sure if BMW would know to send me a letter. They weren't concerned. 3) I recently had a part that was covered under the original warranty that went out. I was literally 26 miles from being out of warranty (49,974 miles) and I live 21 miles from the dealership. They couldn't schedule a visit for three days, so I asked if they would consider replacing the bulb if I went over 50,000 miles by just a little bit. They refused, so I was not able to drive my car for 3 days just so I could get a warranty item repaired. I could go on (which is sad since I have only had my car for 1.5 months), but you probably get the picture.I had an Acura before buying a BMW and I always had the most positive experiences with their service dept. It is a shame that you have to deal with such an arrogant dealership in order to own a BMW. I will just start taking my car to Jackson, Little Rock or Nashville for service matters. I have no idea what those dealerships are like, but I will take my chances because they have to be better than Roadshow.

fastfritz

29 de sep. de 2010

I have purchased 3 new MINI's from Roadshow because of their professionalism and friendly service. Todd has been extremely helpful in getting my service work done and getting me back on the road. I live 300 miles from Roadshow so it is appreciated.Fritz Freeman

macdib

4 de sep. de 2010

I have purchased several new automobiles during my life and I must say this experience today at RoadshowMini, with Mr. Smith, and all the other gentlemen we met, rates a 10! Knowledge of the product, friendliness, professionalism, and character were top notch.My wife, Debra, drove the new mini home and loves it even more than she originally did.Thank you Mr. Smith, for a most enjoyable experience. Please feel free to use our names as a reference.A job well done.!!!Mac and Debra Milligan