Carnegie Communications

The customer drove her car in with a concern that her car runs rough sometimesShe approved a written hour diagnostic fee of $We've driven her car for over miles and spent time trying to reproduce her concern but it drove fine the whole timeSince we were not able to identify her
concern, the diagnostic fee was waivedShe did not pay for itHer exact words are "I don't care that you are not charging me, I'm upset that you couldn't figure it out".We advised her on some past due maintenance with we've found from our multi-point digital inspection that was sent over to her via text messageWe've searched her maintenance records and found her brake fluid was dirty and have not been serviced for over years which is required by MINI and can be found in the car manualHer engine oil was quarts low and hasn't been performed for 5,miles according to her service recordsWe've showed her photos of her discolored coolant and asked her if she wanted to have all of these services performedShe approved and is aware this is past due "maintenance", its not fixing her rough running that was never present for usWe advised her to drive more and come back when the misfire is presentShe agreed.Over three weeks later and after miles of driving her misfire returned, all records on ***Instead of returning to us, she went to the MINI dealer to fix an obvious misfire when its present, caused by ignition coils and wanted to hold us responsible. Not only is there a language barrier speaking with this customerThere was nothing we can say to get her to understand we did not cause her problem, we did not claim to fix it nor did we charge her to fix itShe simply wants a refund because we didn't find the problem when we first checked it and it ran poorly on her when the problem became present