Bentley Motors

Dear Ms [redacted] :We are writing to acknowledge your correspondence dated November 1, whereby you forwarded complaint filed by [redacted] of Coconut Creek, FloridaBentley Motors, Inc(BMI) appreciates the opportunity to respond.BMI agrees with Mr [redacted] that waiting nine weeks for a part to arrive is too long and we deeply regret he had this experienceWe strive hard to minimize any delays, and BMI's staff followed proper procedure to expedite the shipping process to the maximum extent possibleWe are also happy his vehicle has been repaired and returned to him without any delay after the correct part arrivedBMI is an exclusive, limited production luxury brand that builds vehicles that have both the pinnacle of luxury and performance.Parts for our hand-built vehicles can take some time to become available if not in stockWhile BMI strives to stock our US-based warehouse with the parts we commonly sell as well as those we forecast we need, we cannot always stock all parts for all of our vehicles at all timesAnd, for body panel parts, we seek to keep our inventory light so that we have the flexibility to stock the newest, superseded partsWhen a part is not in stock in the US, BMI pulls from the warehouse in England or commissions a new part to be manufactured.BMI's US warehouse did not have the bumper in stock when it was orderedTypically the US warehouse has this bumper as well as other US-only parts in stockBut, unfortunately, the part was on a global backorder at the time of Mr [redacted] 's orderThe original part that arrived for Mr [redacted] 's vehicle shipped directly from England, but was not the correct bumperIt took roughly two additional weeks for the correct bumper to arrive to the body shop, but the correct bumper was expedited as Mr [redacted] requested.in closing, BMI regrets Mr [redacted] experienced a delay in receiving a bumper for his vehicleThe delay is not what we expect from the Bentley brand, but BMI did everything possible to remedy this unfortunate situation and to expedite shipping of the correct partWe attempted to contacted Mr [redacted] to express our regret for frustration he has experienced, and to see whether there is a gesture of goodwill that Bentley Motors can make to show him that we care about his experience and patronage of our automobiles

Initial Business Response /* (1000, 11, 2016/08/25) */
This was an unfortunate chain of events that we had no prior knowledge of. We do wish that we would have had an opportunity to help her if she would have brought the vehicle to us first allowed us to make an attempt to rectify the matter...

before Mrs. [redacted] traded the vehicle off. We ourselves do not understand why the warranty company would not cover the claim and or if we would have the opportunity to talk to the warranty company because that issue should have been covered under powertrain warranty. I do not think that she is being unreasonable and her asking for a down payment of $560 back as a refund. We are enclosing a check to her for $560 we are sorry that the vehicle failed to meet her expectations .
Bentley motors
Bill Bentley