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| - As second time MINI owners from the Penske dealership in North Scottsdale, and 5 time purchasers from their sister dealerships (BMW, Porsche), I wish I had a better experience to report.
Upon ordering our newest 2015 MINI in September 2014, I asked that the key be scanned (this is the method used to determine what services are needed on your vehicle - called CBS - Condition Based Service, along with periodic Inspections to determine what repairs and maintenance are recommended and required) on the current 2009 MINI so we would know what service needed to be performed under either the then in-effect Warranty or Pre-paid Maintenance contract purchased from the dealership. "The response was "no services needed - you're good to go".
Move the clock ahead to December with the new 2015 MINI delivered and the existing (2009) taken in for the last service inspection and a battery replacement before handing it over to the niece for it's next adventures.
Surprise!! You need almost $3,000 in service and by the way, the warranty and the Pre-paid Maintenance contracts expired 2 weeks ago! Well, I have got to say, I'm a little upset and certainly embarrassed and more-so regretful I purchased another MINI from Penske at MINI of North Scottsdale along with an Extended Warranty and Pre-Paid Maintenance contract that they seem to have problems honoring unless it is in their favor.
When I contacted the Service Manager in person during the drop-off and before the work "needed" was performed, he assured me they would look into this and take care of it. After first denying the key was ever scanned in September, and with "some digging on their part", they found the key scan I spoke of, admitted some responsibility for their mess up on that end, proceeded to perform the "needed" service work and then delivered the MINI to me 2 days later along with a bill for services not covered or made right by them for $2,176.28. This was in addition to the new battery I purchased earlier that week from their dealership for an additional over $200.
First, thank you Penske for the token discounts you told me you applied to the final billing and second, shame on you for the other charges that the majority of which, should have clearly been covered under your Certified Pre-Owned (CPO) Warranty or Pre-Paid Maintenance had your employees done the right thing.
Consider your next MINI North Scottsdale and Penske purchase carefully, I know I certainly will based on this last experience from them!
I have left 2 requests for contact by MINI North America and MINI North Scottsdale. If they do contact me and either correct these mistakes or convince me that I am an idiot and have unrealistic expectations and understandings of how this Warranty, CBS and Pre-Paid Maintenance stuff should work, I certainly will update this review.
Right now, I have to give MINI North Scottsdale and Penske Automotive in Scottsdale the booger of the year award.
UPDATE: 1/6/2015
I spoke with Tracy and Cory, both from MINI today in an effort to resolve the issues above. While I am still left with some overall questions on this whole matter and specifically the coverage (or lack there of) provided under both the Warranty and the Pre-Paid Maintenance program that have been covered in past visits, I have agreed to stop expending any further efforts and let this matter rest. While certain of the services on prior visits were covered under one or both of these programs, I am told that the recent services rendered were not because the "Key" when scanned told them it wasn't. pretty Smart Key don't you think? It knows about tires, belts, hoses, brakes, fluids, electronics; apparently everything - even without sensors?
Since I the customer never get to see the "Key Scan" and since I really have very little in writing to detail those specifics of the scan or the coverage afforded under the warranty of maintenance, I am forced to rely on their verbal representation. Sometimes things will be covered, sometimes they won't. Take out your crystal ball and make your best guess as to when they will.
Based on this overall experience and the changes in the wind, I will carefully review the new Extended Warranty and Pre-Paid Maintenance coverage for the newest MINI purchased from them and may ultimately decide to cancel both of these since the coverage policy appears to be changing or can be bent to suit the flavor of the day and may not the best fit.
In summary, MINI did extend an "Olive Branch" to make this situation go away. While I don't agree with the entirety of the policies of BMW, MINI or the Penske Dealership that really seem to have evolved (not in favor of the customer) over the months since first purchase of a vehicle from them, and feel more could have been done, I am moving on.
Advice -- check your paperwork, GET IT IN WRITING (good luck there) and happy motoring.
Based on this update I have added 1 more star to my rating.
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