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| - I really wanted to like this place and feel welcome but sadly this was not the case. I had read previous reviews that they were excellent and helpful and friendly so I may have set my expectations a little high. I recently purchased a 2010 Mini Cooper S from Carmax and also an extended warranty on it because I've heard these cars come with some issues. We went on vacation in June, and driving back we noticed a rattling noise that got worse with time and then my oil change light turned on. I live in Flagstaff and just hadn't had the time to get down to Scottsdale, and there aren't many mechanics in Flagstaff that will even touch a Mini, especially at a decent price. Immediately when we got to the dealership I didn't see the spot where I was supposed to turn in to service and ended up driving all the way around. My fault, but getting out I was greeted with a, "You didn't see where to turn??" I felt embarassed. I told him my name and he told me to wait inside with no direction. I accidentally walked through the sales floor instead of the service door and a salesman who was VERY nice and helpful directed me to the service area and made me feel a little more comfortable. I got checked in and waited. Our service consultant who I won't name came over, introduced himself and took me into his office. I told him the issue, and he said he would do a dip test on my car to check the oil. He came back and told me there was absolutely no oil in my car and because of this the timing chain needed to be replaced... He just made me feel dumb for not knowing this, but the car is still new to me, I don't know much about cars, and I didn't know that was even possible since we just got it this year. I told him I had an extended warranty through Carmax and immediately he tells me they've had countless issues with Carmax not honoring their warranties. This just isn't something you want to hear right off the bat, considering I had driven all this way under the impression any repairs would be covered. He asked if I had my warranty with me, which I did not, but I had called Carmax the day before to verify I had one and what it entailed. He said that he couldn't get that information released to him, but after me being persisent about having a warranty and that it's covered and I that I could call them right there, he said he would call them... Skip ahead, they get me into a loaner car since I live in Flagstaff, and I'm given a very small(like smaller than my Mini Cooper, small) Mini Roadster convertible, and this is just me being nitpicky, I probably could've asked for a different loaner, but I really just wanted to leave because I was so stressed out. I hate to assume that my service consultant is always like this, because I have seen other reviews on here specifically for him that are fabulous, but everyone has good days and bad days. In the end, he did get through to Carmax and got everything squared away, and my car is doing great so far. I just wish I didn't have to go through the hassle to get the end result. I was given a call a few days ago saying that they would be sending me a survey and I would have conveyed all of this there, but I did not receive one, so I'm leaving this review instead.
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