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| - Customer service is everything...no matter what business you are in. After a good experience with our salesman in buying our used 2011 Mini Cooper Countryman S, the entire experience after that was horrific. Hostile employees, the inability to just talk to customers with respect, and a lack of communications between departments, are just a few of the issues. Here's more on what happened to us.
The car we purchased was "as-is," as are most used car. But within a few days the check engine light came on. I immediately called our salesperson who said no problem, bring it in and we'll take a look. I instead brought it to the most respected independent Mini garage in Las Vegas. They diagnosed the issue as a thermostat housing - not a big mechanical issue. It's a $70 part. But it would have cost us $500 (with labor) to replace on our own. I asked CardanaleWay to take care of it. It took a tense back and forth for them to finally agree. Even then, they kept throwing out veiled sentences on how they weren't responsible. But as the Mini mechanic told us: any diagnostic test of the vehicle would have shown this code so they had to know before putting the car on the lot it had to be replaced - yet chose not to do it.
They then asked me to make a service appointment to bring the car in at 8:30am the next day. The sales guy told us they would have to keep it for a day or two and they would set me up with a loaner. When I dropped the car off, the Service manager looked at me like I was nuts and said "We don't have anything to do with loaners, that's a sales issue and you'll have to talk to them at 9am when they get in." His tone was "I don't give a bleep about you," and I had to sit and wait despite having to get to work ASAP. I then waited and no one helped me so I went to the sales desk as instructed to ask about the loaner.
"I don't have loaners," the sales manager said. To which I replied, what am I supposed to do? My salesman said you'd give me a loaner. He got short with me and complained that he just walked in and he'd have to call the salesman as he was off today. A complete nasty, disrespectful guy. So...I had been treated like trash (mind you after buying a car from these people!) three times in one morning. You can't make this up.
After sitting for two hours, during which the surly guy did switch moods and did treat me better, they strung me along saying they were going to fix the car while I waited. Only to come back to me and tell me it will take longer. They never found me a loaner and with my wife, who works across town, and kids in school, it created a nightmare for us from a transportation perspective. Did CardanaleWay care at all? No. I wouldn't recommend this place to ANYONE looking to buy or service their car. They clearly do not value their customers nor do they want to keep customers long-term.
I advise you to stay COMPLETELY clear of this place and their employees. There are better options in Las Vegas and rewarding people who treat their customers this way would be criminal.
My experience with other businesses that operate this way is that it's all part of their culture. It's not one bad visit or an outlier. Their culture is NOT customer focused so I will not be back and will do my best to make sure EVERYONE I know and do business with knows what poor customer service CardanaleWay provides in their dealership.
They did finally fix the issue after lying about a loaner and making me sit for 6 hours in the showroom waiting. It made me miss work and have to waste a vacation day. Despite making the mechanical issue right, their complete lack of care, training, and respect for their customers is why I am writing this review.
What is the CardanaleWay? It's a crappy way....if you're a customer.
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