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my experience with Mini of El Paso is as follows in the email sent to the general manager
Victor ,

Very Disappointed is actually an understatement. I have a 2011 Mini Cooper S that I paid a pretty penny for thinking I was paying for a quality vehicle with a company that stands behind their product & warranty however, I am beginning to wonder. Your dealership states : "Our commitment to customer service is second to none. We offer one of the most comprehensive parts and service departments in the automotive industry.” Correct? Well on August 11th, 2012 I was driving to work ( about 35 miles south of Ft. Stockton Texas on hwy 285 in the middle of NO Where when suddenly my car will not shift into gears … I turned the vehicle off & went to restart the vehicle & nothing. Its 108 degrees outside & I am stranded in the middle of NO where. I am just lucky my cell phone worked I called roadside assistance & they were very apologetic & nice & said they would send someone to come get me & water if I needed. The only problem was they were coming from EL Paso… I assured the nice lady I would be dead if I waited with the vehicle that long. Lucky a nice old rancher just happened to be driving by & stopped to help & gave me a lift to town. All this on Saturday August 11, 2012. The nice people from roadside assistance let me know they had picked up my vehicle & they would be towing it to Mini of El Paso. I called Monday August 13th, 2012 morning & spoke with Micheal & let him know what happened ect. & that I needed to resolve this problem quickly since I am stuck in Ft. Stockton with no vehicle. I called on Weds August 15th & he assured me he would call & let me know what the problem was. Well He never called back on Thursday August 16th I called back & left message… no return call on Friday August 17th I called again & the service clerk let me know they thought it was the clutch & flywheel but she didn’t think it would be covered .. I would have to wait & talk with Micheal. Well after sever more phone calls I finally spoke with Micheal & of course first thing out of his mouth was due to the low mile on the vehicle it was apparent the damages were due to in experience driving a standard or abuse or negligence to the vehicle. I have driven standards all my life the last 24 years of it anyway & I have never had a clutch issue with any of my vehicles until 75,000 mile range. I work VERY hard for my money & I am a 40 year old female I can assure you I don’t drag race in my car or abuse it in anyway. Thanks to the many hours patiently waiting on Micheal to return my calls I did some research on this problem & to my amazement there seems to be a large number of poorly qualified standard drivers who are mini owners. When I finally did talk to Micheal again I questioned him on this & he claims he has never heard of their being such a problem. I asked him if he had access to the internet & if so to google Mini Clutch problem because if he truly wasn’t aware ( which is doubtful) he needed to be. This was all on Friday the 17th He said that they would have to open up the clutch to determine what caused the damage but if they deemed it neglect & abuse I would be responsible for the damages I told him to go ahead & diagnose it & let me know ASAP I am going on a week without a vehicle out of town working ( which reminds me I only have 1 stop sign on my daily commute to work so not in town hotroding as he suggested) He assured me he would let me know something Sat. 18th. Saturday came & went as well as Monday. Here it Tuesday the 21st & not only do I not have an answer he also tells me they just realized the Starter is out as well. I explained to Micheal last Friday that I NEED my vehicle no later then Tuesday TODAY. I am stuck out here in Ft. Stockton bumming rides to work & My Son is scheduled to have surgery for a broken jaw & eye socket in Houston at Ben Taubs Hospital on Thursday Morning Houston is an 8 hour drive & I have NO Vehicle or any real answers. I have TRIED to be patient but this has been a horrible experience all the way around. Here are a few of the links to share with Micheal on the previous clutch issues other unlucky Mini owners have experienced.



http://community.cartalk.com/discussion/759410/clutch-eating-minis



http://www.motoringalliance.com/forums/cooper-s-clubman-s-engine-drivetrain/10766-clutch-issues-cooper-s.html#axzz24DWQfWmu



http://townhall-talk.edmunds.com/direct/view/.f0f65bf/321

http://www.consumeraffairs.com/automotive/mini.html



http://forum.miata.net/vb/showthread.php?t=422155



http://townhall-talk.edmunds.com/direct/view/.f0f65bf



http://www.pistonheads.com/gassing/topic.asp?h=0&t=990251&d=0&nmt



these are just a few I guess I should have researched before buying a $35,000.00 vehicle but I felt like I was paying for quality & that BMW would stand behind their product & honor their warranty. Not to mention a better communication policy with the service dept. to the customer.



I hope there is someway we can get this resolved quickly as far as HOW I am going to get to Houston by Thursday at 8 am when it’s a 8 hour drive I have no idea I guess I will try to find some shuttle system to Odessa 80 miles away to the closet car-rental place & then turn around & drive to Houston. I guess I would have been better off having my car towed to Mini of Houston? I am just so very upset with the service dept right now I am in tears.



Thank You ,

Ronda Savoy Hearne


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