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August 2024 by Carlo D
My service rep was Justin. I had just bought a used mini and it was my first time at the service department. Justin was patient and explained so much about my car and the service department. He was not rushed and took his time. I haven’t had this level of great service at any dealership in the past. Dudes the Mini of Towson and to Justin.
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July 2024 by Carol Kendall
I love getting my mini services done here. This is a very clean, comfortable and harassment free environment. They have snacks, coffee, tea and water. You can ask anyone questions. If they don't know the answer they will point you in the right direction. I also like the parts department. They give me confidence when I order something they explain what it's for and where it goes. Thanks for being experts at what you all do.
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July 2024 by Terry Goodwyn
We drove our vehicle to MINI of Towson Service Department (license # 03221105) in December of 2023. After being charged for a diagnostic, and we were told the vehicle needed a battery. A brand-new battery was installed, and we were also charged for labor. At that time radio, power steering, windows, AC, etc., were all operational. To maintain the battery, we started the vehicle, let it run and moved it short distances within our neighborhood.
By June, the battery had died, so the vehicle was towed to Towson MINI with hopes they would honor the OE Warranty, which they did not. We attempted negotiation, and frankly Allen Rollocut Service Manager allowed the vehicle to sit at MINI for an inordinate amount of time as a tactic to force us to pay. Initially he wanted to charge us for an additional diagnostic, for additional labor as well as the cost of a new battery. With this sort of customer service, I would think there would be a tremendously negative impact on sales and consumer loyalty.
We finally were able to negotiate only paying for the new battery, which was still a dissatisfier. We went to pick up the vehicle on 7/24 only to learn that MINI Service had dropped the battery into the vehicle and not reprogrammed it. The power steering, windows, radio, air conditioner, all which were functional before the battery died, were now not operational. We left work early, during rush hour traffic, to retrieve the vehicle, only to learn that we would not be able to operate the vehicle or bring it home. What a huge inconvenience!
Mr. Rollocut suggested that the vehicle could have sat in our neighborhood where a “rat could have climbed in and chewed the wires!” We ARE people of color; however, we do not live in a rat-infested area! We have lived in Owings Mills for over 20 years and have never even seen a rat in our community!
Now, the vehicle is again sitting at Towson MINI, and we feel very demoralized and helpless, placing our trust in the integrity of their organizational values and standards. On a personal note, this vehicle belonged to my brother who recently passed away and we wanted to keep and restore it (in collaboration with MINI of Towson) for sentimental reasons. With our recent experiences, we do not feel we will be able to do so because of the unreasonable tactics and lack of customer service orientation of the service department, specifically Mr. Rollocut. We are deeply saddened and grieved by this outcome.
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July 2024 by John Davis
Great experience. Love the video
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July 2024 by Stuart George
Allan is always great‼️
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July 2024 by Stephen Manzer
1. MINI of Towson is flawless. I grew up loathing car dealerships. Bought my MINI from ‘em and loved it… arrived when they opened, drove away by lunch. Everything they said, they’ve stuck to.
2. They’re service department, whom I met when I bought my car, came through during my first service. Even the guy who’s been there probably since opening (see how I tactfully phrased that) was amicable. Justin though, is why I’ll keep going there for service. Set me straight on something I probably could’ve figured out if I’d have read the manual, and had the car out sooner than I expected. Also, the way they they communicate where the technician/mechanic (apologies, I’m older and feel Iike I’m trespassing on the flight attendant/stewardess dichotomy) sent me a short video of my MINI’s going over… apparently technology can be for good.
I forget where I’m going with this, but lots of stars and I’ll tell folks.
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July 2024 by ann hendrix
Very nice place to deal with. Allan is always so pleasant.
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July 2024 by Keila Johnson
On a day that was very busy at the dealership, Justin made sure I was taken care of in a timely fashion.
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July 2024 by Steve Sharkey
The service team at Mini of Towson is the best! Thanks Alan and Justin!
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July 2024 by Brendon Travis
This is my second Mini in two years and my first Countryman. Always making sure my Countryman is prepared for my family and the Mini Towson team is the best! Convenient. Professional. And Timely. Thank you.
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July 2024 by Danny Camac
always awesome service!!
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July 2024 by Monty Bales
Fast and efficient with very professional service!
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July 2024 by David Lindenstruth
Very professional service and helpful advisor
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July 2024 by Vince Cerceo
Chris was awesome
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July 2024 by Merrie Harrington
This is the second time my car has had a major breakdown in two years. Before I had always worked with Allen in the service department but this time I met Justin spar. He made it all happen from the first phone call to the warranty to the phone call to me to let me know my car was going to be covered by the warranty . I think that is to be expected when you buy a used car, to have a few things breakdown.. It could be a horrible experience when you take it in for servicing like with Volkswagen which I used to have. However Mini Cooper of Towson has bent over backwards to make this experience positive. I have an extended warranty that the warrantor is refusing to cover, even though they say they covered the engine, they didn’t want to cover the engine. So Mini Cooper Towson got on the phone several times to negotiate an affordable price For fixing my engine. Plus I get a loaner each time which is awesome. Justin is tenacious like me trying to make things work to my advantage thank you Jason!
