Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract the indicates when my warranty coverage starts/ends. I even upgraded based on how sales advisor meticulously explained the disclosure of warranties and how it correlates to the in-service date shown. Which he emphasized by underlining on each time it was displayed. I honestly believe unfair and deceptive practices took place. Mini motoring relations and services created a case with a management specialist. Especially when the financial sales advisor I signed with said, doesnt matter what your contract shows because if the system shows the actuality of what you signed. I signed a paper contract not a digital contract. It states on contract, it is unfair or deceptive practices for the seller to make a unilateral change. Yet nothing was done, case closed. I signed for what I believed was a warranty of ******* miles/72 months. To my surprise 7 months in, I get pinned with expired warranty, critical services, single repairs amounted higher than 3 contractual payments, so of course Id fall behind in payments. Especially if I paid for what falls under warranty coverage in amounts that surpass the deferred amount that repoed my car. So has their been a breach in my contract.I came across investigator ********* from the *********** Metro DMV ********************** In the case created from when they received my Record of Complaint Form dated 08/10/2023. I was advised that currently, they are not able to investigate the dealer named, **** Alexander ********************** Services because of how it is a civil matter. From my statements made in the complaint, they concluded that I have the option of filling a claim against the Dealer Bond issued to **** Alexander ********************** Services. From what the *************************** notified me in writing, I also seek help. I recently came to knowledge that **** Alexander is out of the game. Sold to what is now called Mini of DTLA. Which occurred in month they repossessed my vehicle.

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/27/2023, I made an appointment for car inspection. Drop off car and waited for the service advisor response and estimate of findings. I received a long list items needing replaced. The total was over $11,000. I had always service the car at ****'s Alexander since I purchased it from this dealer as a Certified Pre-Owned. On the same day, I called the service adviser to work on a plan to fixed the critical issues and that would still put me over $8,000. I placed several calls and sent text messages trying to get a hold of this person. Non-response made me wonder so I went to the dealership in person. The sales adviser saw me come in, did not greet me and then left the premises. Apparently it was her quitting time. I approached the front desk and asked for my car. They told me I could not have my car back because it was not completed. I never gave authorization to do any work so my car was being kidnap at this point. I escalated this to someone else and finally got my car back after I paid the $230 inspection fees. I found another auto shop the next day and towed the car for their inspection. They found only 3 issues with the car and total price tag was 65% lower than what **** Alexander. I will not go into specifics but the problem with the car it needed a intercooler pipe changed and not 3 other items listed by ****'s estimate that suggested the car was leaking oil from. Two days later, **** Alexander service adviser called me to tell me that my ENGINE COVER was still at the dealership and to go pick it up. I WAS GIVEN MY CAR WITHOUT THE ENGINE COVER and passed their quality control review? THIS IS UNACCEPTABLE! I contacted their CUSTOMER RELATIONS MANAGER and until now, no response to my concerns. I WANT MY ENGINE COVER DELIEVER TO ME AND I AM ASKING FOR A REFUND OF MY INSPECTION. i WILL NOT SET FOOT IN THE BUSINESS AGAIN!I have proof of all the above including phone numbers, text and emails with PDF estimates.

  Business Response

  Date: 07/05/2023

  We have contacted *********************** directly to resolve this issue. We are returning and installing the engine cover and sending him a refund for the diagnostic fees as he requested. 

  Customer Answer

  Date: 07/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue with Nick Alexander Mini involves a loaner car that didnt want in the first place, I wanted to wait for my OWN vehicle to be fixed. Instead, I was pressed to just take the loaner and pick my car ** in a few days, (though a tire replacement doesnt take that long AND when I tried to pick my car up days earlier, my car battery had suddenly stopped working altogether).In the midst of having the loaner vehicle, I was involved in a fender ****** that was already deemed the other parties fault. I immediately contacted my insurance and Alexander Mini to inform them. When I went to pick up my vehicle it was not released. I was instructed to pay $2500 in order to get it. Even though my insurance actually covers it. Not only that, the female manager would not accept a check from my bank account to get my vehicle. This whole process has caused major frustration, anxiety and is financially draining because now Ive been renting a car to do my job and I really need my car released ASAP. Your help would be beyond appreciated,Thank you!

  Business Response

  Date: 03/29/2023

  Dear BBB,

  I appreciate the chance to reply to the is complaint made by **************. I want to first point out that the title of the complaint "Repair Issues" is inaccurate because we completed the tire and battery service on the vehicle.  His car is ready for pick up once he pays the amount owed. The outstanding bill he owes is the deductible for his auto insurance. When he accepted responsibility to drive our courtesy vehicle, he signed a Borrowed Car Agreement (***) that identifies all the rules and expectations involved in driving it. Unfortunately he was involved in an accident while driving our vehicle which I agree can be frustrating. However, as an insured driver, it is his responsibility to pay the deductible to his insurance company which happens to be Progressive. He tried to convince my manager that his insurance company would pay the deductible, which isn't accurate. The Progressive agent confirmed it is his responsibility as well.

  In addition to signing the *** and proof of valid insurance, we also require a credit card on file for instances exactly like this. ************** has blocked us from charging him for the $2500 amount he owes for the deductible. In addition to having a service center, we also have a collision center where our vehicle is being repaired. That is why the $2500 is due so they can begin work on the car per the coverage of his insurance with Progressive. 

  We cannot be flexible on the $2500 deductible, as that is the way he has set up his policy with Progressive. It is due immediately. I can, however, consider being flexible with the storage fees on his car. 

  Please let me know if I can provide additional information, I am happy to do so. We would like to have this resolved as well because this courtesy vehicle is currently out of operation due to these delays. 

  Best regards,

  ***********************

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19619568
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/30/2023

  The BBB encourages the responses to be factual so I will stick to the simple facts.

  ************** was unfortunately in an accident while driving a courtesy loaner owned by Nick Alexander MINI. He signed a Borrowed Car Agreement accepting responsibility for anything that happened to the vehicle while in his possession. He has insurance with a high deductible which has to be paid in order for the work to be completed on our courtesy vehicle. 

  We have these agreements in place to protect our customers and Nick *********************** We cannot make exceptions on the hard costs to complete the work. We can be flexible on the storage fees. We would like to return your car as soon as possible, just as we would like to receive payment to complete the damages to our vehicle.