Mini has said 25% of owners are leaving the franchised network to go to an independent for servicing despite having already paid for a service plan.
Mini has launched a new website which lets customers check the status of their TLC service plan to make sure they are not missing out on servicing work.
Mini TLC is priced from £275 and covers all servicing costs for five years or 50,000 miles. The TLC pack has a 97% penetration rate with Mini customers. The TLC service plan is fully transferable between owners. It could be possible that when Minis are sold on, the fact the TLC is transferable is missed when the car is sold which could account for some of the 25% figure.
A spokesman for Mini told AM: "If a customer with a second hand Mini takes it into a Mini dealer and it has TLC then it is honoured, regardless of whether or not they knew about it. This of course would not be the case if the customer takes the car for service outside the network.
"When purchasing a used Mini from an authorised Mini dealer, the vehicle’s TLC status would be advertised. This might not be the case if the car is purchased from an independent garage or privately. This could contribute to a lack of understanding."
Richard Price, Mini aftersales director, said the brand does not like seeing its customers wasting their money.
He said: "Our TLC servicing pack represents great value but only if people use it. The new site is designed to help owners see if they have servicing value left on their pack, helping them to avoid paying twice. For those who have already used the full value, the site will help them get a fixed price servicing quote."