How to complain to President of Company?

Hi All,

My fiancee and I are very dissatisfied with our Mini ownership experience. We'd like to write to the President of Mini USA but don't know how.

Anyone have any ideas?

Thanks

 

maybe try your local dealer, maybe they have some way to contact a representative of the CEO?

 

Jack Pitney is VP in charge of the Mini USA division of BMW NA.

BMW Group is headquartered in Woodcliff Lake, New Jersey.

BMW of North America, LLC
300 Chestnut Ridge Road
Woodcliff Lake, NJ 07677-7731

 

Yin,

Thank you very much. I came across that name but didn't have an address.

 

I wouldnt mind hearing details. My wife has been considering a Mini Convertible and I was under the impression that they were pretty decently put together.

 

My fiancee picked up her '05 MCS at the end of September. She'd been waiting over a year for the automatic to come out. We didn't research any Mini sites, only magazine reviews. She just knew she wanted a Mini.

Our troubles began 3 weeks ago. The driver side window was making a snapping sound. It sounded like the glass was sticking to the rubber seal and then unsticking. And sure enough, the dealer replaced the rubber seal. But in the process, they managed to scratch the door sill metal plate. My fiancee loves that plate.

When she saw that, she was very displeased. The dealer immediately ordered a new plate. But it wouldn't be for another 4-5 days. No big deal. We drove the car home. On the drive home, about half way, we heard the snapping sound again. But this time, it's coming from the sunroof. We called immediately to inform the dealer and got scheduled at the same time the plate would arrive.

We went down this past Saturday to pick up the car. The service rep told me over the phone that they fixed the noise by putting some felt tape around the sunroof. She couldn't be more specific so I thought as long as the noise is gone, then all's good.

We went to her car and upon opening the door, she immediately notices some blemishes on the plastic rocker panel that the new plate sits on. It's obvious that the old plate has to be pried off but we would have expected more care. The area around the plate shows signs of leveraging. And the rocker panel shows signs of scuffing. It took her about a half hour before we even tested the sunroof for noise.

When we finally drove the car around, the noise was gone. Well, at least one thing is fixed we thought. We then opened the sunroof to see what they did. And this is where we were left speechless. We open the sunroof and along the leading edge of the sunroof frame is 2 strips of felt tape. It looked like a joke. Is BMW really seriously considering this as a solution?

We just looked at each other in silence. We didn't know what to say. There were no service reps at the dealership that day so we just took the car home. And sure enough, when she drove the car on Sunday, the noise was back. We are at the point where we want the whole sunroof replaced.

We've since researched at several Mini sites and there seems to be a lot of noise issues. Especially with the earlier cars. We thought with a very late '05, all of these issues would have been fixed. But it doesn't seem to be the case. I've left messages for the service rep and the service manager. And I intend to write a letter to the VP posted above.

My fiancee loves the design of the car. It totally matches her personality. But now, if they can't fix this noise or if they put one more mark on the car, that's it. She wants a full refund. And I don't blame her.

Anyways, since you're interested in a convertible, maybe you'll be OK. I'd check out a few sites though. Try www.mini2.com or www.teammightyminiz.com.

I wish you the best with your Mini experience.

 

Sounds to me like it's mostly a problem with your local dealer. MINI USA shouldn't really be blamed for scuffs on your doorsill that the technician caused.

 

agree. I'd talk with the dealership owner in person. I think that'd be your first recourse. If you contact the HQ, they'll more than likely ask you if you've talked with the dealership management.

 

You're going to complain to the president of a company about a bonehead technician that a private dealership hired?

 

If the cars have as many problems as you claim the chances the VP ever sees your letter are remote IMO. How many people do you think are complaining about these issues?

Did she finance the car through BMW? If so, the first thing to do would be to stop sending in the payments and send them a letter stating all the issues. I know a guy that had a Renualt dealership in the late 1970s and he received at least a car a month back where people just left the car with a note telling him in a not polite way they were done fighting the car's problems.

A $125 letter from an attorney, sent certified to the VP would increase your odds of it making through the staff to the person you seek.

 

Depends on the VP. Granted some VP's are into heavy filtering. Many others are very interested in customer feedback, good or bad. They figure that if someone is motivated enough to find out who they are and send them a letter, it's worth looking at. It helps them see what's really going on, since the the VP position tends to get filtered info to begin with and they know that. Also Mini doesn't have enough sales that the <1% that bother to write would be overwhelming if the VP were interested.

I've had good luck writing VP's myself and when I worked for a large Fortune 500 company, I got my share of letters that were sent first to the executive staff and forwarded down for further action.

 

I know of a BMW dealership that has a monopoly in a very large area. And your story is true for about 20% of the BMW's and 7% of the Mini's serviced there. The owner is "mentally ill" < as described by 3 customer in 3 weeks. He will keep bringing cars back in and trying the cheapest fixes first, then after months and months, he'll replace what's broken. Also, be sure that an actuall tech. is working on your car and not an apprentice. This "shop" had 2 apprentices doing full blown "head off" work when they legally are only allowed to change oil and very minor stuff. But hey, the Mini's are much more reliable than the BMW's are {less technology to go wrong with}. If you can't get this solved with the dealer, then go above him and so on.

Good Luck.

 

I'd be embarrassed to complain that my $17K car was a POS. Of course it's a POS. That's why it only cost $17K.

 

Idiot post of the day ^

 

I am only going to say this once, so listen very carefully. You are being HAD in a scheme by which the dealer spends 30sec on your car, and bills MINI USA for the standard 2 hours.

Generally, they take special pains to cause MORE future problems, so you come back and the dealer can use you to fleece corporate out of more money.

The service manager is responsible, call the owner of the dealership and tell him what's going on.

 

But doesn't the owner benefit by this too?

I'm relieved. Squeaky windows and a random incompetent tech at the dealership don't bother me. I was expecting a tale of dead engines and multiple tows.