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:10/01/2024

  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.

  BBB,Thank you for providing this format to assist customers with fraudulent business practices.On July 3, 2024, I took my electric Mini ****** to Passport Mini *****************************************************, for a safety inspection. I was told it needed 4 tires and this means it also needs the new tires balanced and aligned. It would cost over $1,000. The car was brand new, <****** miles, how can it need new tires? I told them, OK I bought the tire warranty when the car was purchased, just use it to put new tires on it. They tell me these tires arent covered by the warranty; they must be damaged in a road hazard incident to be covered. So, if using my Premium Tire Warranty is not an option to replace these defective tires, I would like to be refunded the $2,000 plus taxes and fees (the amount of money I paid for an unusable Premium Tire Warranty).After hours of visiting with managers, and not agreeing to pay for tires, they put a new inspection sticker on my car and sent me on my way, without any new tires. I continued to e-mail and text ***** ****** simply asking for a refund on my tire warranty, not worried that they apparently illegally passed the safety inspection with 4 bad tires. I was sent a Premium Tire Warranty refund form on July 16, 2024 through e-mail. It was completed and returned on July 23, 2024. Since, I have made numerous attempts contacting both, ***** ****** and ***** *******, asking if/when is the refund is coming. Neither of these Passport employees are now responding to me. I do not wish to sue for fraudulent business practices, despite them passing my car with 4 bad tires, or fraudulently trying to sell me tires that were not needed. I simply want my tire warranty to be refunded, so I can use the money to buy good, non-defective tires for my car. I have tried working with the dealership. This has been going on since July 3rd. Please help me get the unusable tire warranty refunded. Thank you!

  Business Response

  Date: 10/25/2024

  The Wheel and ************** only covers accidental roadside damage such as punctures and potholes and not for normal wear (stated on her contract). A refund check in the amount of $1407.40 was sent to the prior lien holder, Interior ********************, by regular mail on October 8th. The customer should contact the lien holder for the refund check. Both front tires were above the minimum safety requirements and passed the Virginia State Safety Inspection. At the time of the service, only 2 of the 4 tires were in the recommended stages and only recommended for optimum performance. There was no fraudulent activity involved. Video evidence displaying the consumer's tire tread is documented during the visit. 
  

  Customer Answer

  Date: 10/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:09/26/2024

  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.

  Mini of Alexandria sold me a defective car, and did not want to stand by their product. I purchased a brand-new 2-door Hard Top Mini ****** at the end of December 2021. The car has less than ***** miles and is still under warranty. The cars draining system is, by the dealers admission, blocked. Here is how Mini of Alexandria has dealt with the defects in my car:****** required a fee of $350 to identify the issue. Mini said the warranty could kick in after that. In other words, they charge a fee when you try to use the car warranty.2.The cars faulty drainage system caused mold to grow and the car to flood. Water was found in the car's internal structure. The inspection video shows water under the boot, under the back seats, on the walls, and on the roof. The car is NOT a convertible but has a moonroof. Mini said the blockage is out of their control as they do not know where I park the car.3.The car is not fit for purpose. Mini indicated that the car was meant to be parked indoors. Specifically, when I clarified that I park on the street in front of my house in the center of **********, **, they told me that this happens when you park on the street(i.e. I should have kept it in a garage).I fail to understand how a less-than-3-year-old, *****-mile car, bought directly from Mini of Alexandria for regular use was has a draining system that cannot resist outdoor parking (less than 3 years of outdoor parking). If Mini manufactures cars that are meant to be kept indoors, that is fair enough but, they should advertise them as such.4.Mini of Alexandria asked for $6,000 to fix the the draining failure of a ***** miles car.5.They have a policy against putting things in writing. I asked over the phone and via email to obtain a copy of the inspection video and that they send me in writing why the defect is not covered under the car warranty. They did not reply to my email but on the phone, they told me that they have a policy against putting things in writing.

  Business Response

  Date: 10/24/2024

  We are sorry to hear about Ms. ******* situation. The client special ordered this car new and took delivery of it at the end of 2021. The car had ***** miles on it in February 2024. In September 2024, that car had ***** miles on it. Unfortunately, the vehicle being undriven and parked outside exposed to the elements can cause it to collect water/ moisture. If the car is hardly being used, mold can easily grow in it. We understand how frustrating this must be. We did not sell her a defective vehicle. As a courtesy, we reached out to MINI, who offered to pay for flushing the drainage. We have reached out to the customer to share this information.
  

  Customer Answer

  Date: 11/04/2024

  Good evening:

  Apologies, I had a very busy past two weeks at work. My issue has not been resolved and Mini ****** continues to argue that the problems my car have are the result of parking the car outdoors and not cleaning it - even though I took it to be serviced regularly to the dealer and my other car has never had any issues. I am attaching the correspondence I had with them. My insurance can cover the costs of the repairs but the mold is a permanent damage and they refuse to buy the car back - they did not even agree to provide me with a quote.

  Is there anything else I could do in this regard? Many thanks,

   

  Yelina

  Customer Answer

  Date: 12/11/2024

  Good evening- I sent a message stating that the business had not addressed my complaint in any manner. The manager reached out to me and offered to help but all I have received is an email from them asking to perform the repairs and be paid (by my insurance) and saying that they may find more things to fixed (and be paid for). I have asked for a clarification but would like to inform you that not only they didnt address the issue but they are also trying to get more money out of it through repairs.