Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below In my initial complain to the Revdex.com, I stated what I wanted to see from the outcome of this, which was a refund for all the service done at the Dorschel Automotive Group Mini Cooper Service DepartmentI cannot settle for the current and previous offer of $because this completely disregards my entire complaint that the work done to my car was not necessary as well as misinformation was given to me by the technicians at the facilityI cannot accept this offer due to the fact that I paid the dealership a little under 2000$ for an issue that was never taken care ofI was lied to that my alternator needed to be replaced, when in reality it was only in limp mode, and the technicians failed to find out why this was occurring, which ended up being because the initial issue was never taken care of with my Body Control ModuleI cannot begin to explain the distress I felt for the entire weeks that my car was at the facilityI have never experienced anything close to what I did with this group, with regards to Communication, Misinformation and the quality of work that was done by the people thereI continued to trust them, and believe that what they were informing me of was in fact the truth, until we neared the end, when no answers could be given, and they wanted me to continue to give more money towards a solution that was not related to the actual problem that my car was in for Regards, [redacted]
September 17, 2015Revdex.com, IncBryant Woods SouthAmherst, NY 14228RE: Revdex.com Complaint ID [redacted] Attention: [redacted] , Complaint Handler ext ***Response to Complaint:In response to the recent complaint dated September 16th, (complaint ID [redacted] ) regarding a Mini Cooper with 87,miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs of the alternator and pulley.To Whom It May Concern:Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letterThe first issue is the brake lamp and tachometer concernThe second is the alternator, pulley and belt concernAfter receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue in questionWe believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue The documentation outlines and supports a recent repair performed elsewhere regarding issue The repairs recommended and performed by Mini of Rochester resolved the customer’s issueMini of Rochester respectfully declines an offer for issue 2.July 17th [redacted] Nobrega brought her Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issueDue to the fact we could go no further, the customer was notified to pick up her vehicle.July 20th [redacted] picked up her vehicle and returned stating the vehicle will not go over 10mphThe vehicle was left with our service department for a diagnosis.July 21st 2015Our technician diagnosed the vehicle as needing an alternator replacementThe alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experiencedThe service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test furtherThe customer authorized replacement of the alternator.Note: The customer stated on July 21st, at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealershipThis repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car wash.July 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the beltThe service advisor recommended replacement of the serpentine belt and pulleyThe customer stated she would call back after speaking with her parentsAt 8:56am, the customer called back and requested the service advisor call her father, [redacted] .At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced)The repairs were authorized by [redacted] along with a request that the service advisor return the failed alternator to himThe advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairs.July 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issueI received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customerAt 5:21pm, [redacted] responded by email and stated the collision center said they did all they can do.July 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left off.July 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuit.August 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issue.August 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to driveWe also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhere.August 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accidentThe advisor also mentioned there was wiring the technician found that raised some concernsThe advisor recommended we go further behind the dash to trace the wiringA return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accident.August 18th [redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchasedShe asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fine.August 21st [redacted] arrived to pick up her vehicleAs her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that weekThe tires on the vehicle were mismatched and the tread on this specific tire was extremely lowAs a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tireThe tire was installed free of charge.Resolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customerThe original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failureBased on the wire we observed that was installed incorrectly, there was concern other issues may be presentAs stated on repair order [redacted] dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issueThis refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted] , the alternator and belt were an issue prior to the vehicle coming in to Mini of RochesterAs documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurredThis alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhereIt is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of RochesterSubsequently this issue was repaired and resolved at Mini of RochesterMini of Rochester respectfully declines an offer for issue 2.After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offerWe would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
December 14, Revdex.com B***t Woods South Amherst, New York RE: Revdex.com Complaint # [redacted] Attention: Schrell, Complaint Handler In response to the complaint issued by [redacted] 12/2/15: [redacted] vehicle was first towed to Dorschel Toyota at West Henrietta Road on Tuesday, November 24th , I was notified by an employee at that location that there was a Lexus GSin the parking lotUsing the Vehicle Identification Number, I was able to find the customers information in our systemI contacted the customer to let her know that the vehicle needed to be towed to Dorschel Lexus at West Henrietta RoadThe vehicle was towed to our Lexus location later that dayI then called the customer to discuss what needed to be done, and she stated the alternator had failedShe also explained that she has a third party warranty on the vehicleI informed [redacted] that the Dorschel company policy states that we do not work with third party warranty providersWe had the same discussion the previous time her vehicle was in for service on Tuesday, June 9th, [redacted] declined any diagnostic work and stated she would be calling her selling dealer to make other arrangementsNo repair order was written, as we were not authorized by the customer to perform any diagnostic or repairOn Friday, November 27th, 2015, [redacted] husband came to pick up the key for the vehicleThe missing plastic cover [redacted] describes on her center console near the shifter sounds like the shift interlock cover, which has to be removed to tow the vehicleI have not seen the vehicle since it left Dorschel, so I can’t be certain, but what she describes in the written complaint sounds exactly like the shift interlock coverThe vehicle was towed twice, so the towing provider would certainly have removed the cover to shift the vehicle from park to neutral to allow it to rollWhen [redacted] called to express her concern I suggested that she contact the towing providers used to inquire as to where the plastic cover may have been left [redacted] Beattie Service Manager Dorschel Automotive
The Dorschel GroupWest Henrietta RoadRochester, NY 14623September 4, 2015Revdex.com, IncBryant Woods SouthAmherst, NY 14228RE: Revdex.com Complaint ID [redacted] (submitted on August 31st, 2015)Attention: [redacted] , Complaint HandlerTo Whom It May Concern:It is Dorschel’s goal to have our customers leave the Service Department completely satisfied with the service performed on their vehiclesWe find it unfortunate that [redacted] had an unsatisfactory experience, and that he felt he was not given all the information that should have been provided to him regarding the estimate for service work on his Volkswagen Jetta GLI.To resolve [redacted] ’s concern, we have reached out to him and provided him with a full refund for the estimate, in the amount of $97.20.This issue has been resolved with the customer.Should you have any questions or need further information, please feel free to contact us.Sincerely,Todd T***Volkswagen Service ManagerThe Dorschel Group###-###-####
The Dorschel GroupWest Henrietta RoadRochester, NY 14623October 5th, 2015Revdex.com, IncBryant Woods SouthAmherst, NY 14228RE: Revdex.com Complaint ID [redacted] Attention: [redacted] , Complaint Handler ext 283Response to Complaint:Response to 2nd rejection from customer dated 10/14/(complaint ID [redacted] ) is below.To Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable mannerWe feel our most recent offer of $is extremely reasonable given the fact that we neither performed nor caused unnecessary repairsEach offer we have made has been rejected, with no indication from the customer what the acceptable outcome would beTo continue our good faith effort to take care of this issue, we will keep the offer of $on the table for days from the date of this letterThe Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matter.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below In my initial complain to the Revdex.com, I stated what I wanted to see from the outcome of this, which was a refund for all the service done at the Dorschel Automotive Group Mini Cooper Service DepartmentI cannot settle for the current and previous offer of $because this completely disregards my entire complaint that the work done to my car was not necessary as well as misinformation was given to me by the technicians at the facilityI cannot accept this offer due to the fact that I paid the dealership a little under 2000$ for an issue that was never taken care ofI was lied to that my alternator needed to be replaced, when in reality it was only in limp mode, and the technicians failed to find out why this was occurring, which ended up being because the initial issue was never taken care of with my Body Control ModuleI cannot begin to explain the distress I felt for the entire weeks that my car was at the facilityI have never experienced anything close to what I did with this group, with regards to Communication, Misinformation and the quality of work that was done by the people thereI continued to trust them, and believe that what they were informing me of was in fact the truth, until we neared the end, when no answers could be given, and they wanted me to continue to give more money towards a solution that was not related to the actual problem that my car was in for Regards, [redacted]
September 17, 2015Revdex.com, IncBryant Woods SouthAmherst, NY 14228RE: Revdex.com Complaint ID [redacted] Attention: [redacted] , Complaint Handler ext ***Response to Complaint:In response to the recent complaint dated September 16th, (complaint ID [redacted] ) regarding a Mini Cooper with 87,miles.Customer’s desired settlement:1) A refund of the money paid towards the brake light and tachometer issue.2) A refund for the unrelated repairs of the alternator and pulley.To Whom It May Concern:Below you will find documentation summarizing events regarding two repairs listed in the customer’s complaint letterThe first issue is the brake lamp and tachometer concernThe second is the alternator, pulley and belt concernAfter receiving this complaint by the Revdex.com, Mini of Rochester offered a refund to the customer as a goodwill gesture to resolve issue 1, leaving only issue in questionWe believe the documentation listed below supports no wrong doing on the part of Mini of Rochester, specifically issue The documentation outlines and supports a recent repair performed elsewhere regarding issue The repairs recommended and performed by Mini of Rochester resolved the customer’s issueMini of Rochester respectfully declines an offer for issue 2.July 17th [redacted] Nobrega brought her Mini Cooper in to Mini of Rochester for the brake lamps staying on after the vehicle was turned off, and a tachometer that was inoperative.Our technician performed a compensative energy test along with replacement of some shorted fuses.During this process the brake lamps, along with the tachometer, began to operate as designed by the manufacturer, indicating the possibility of an intermittent issueDue to the fact we could go no further, the customer was notified to pick up her vehicle.July 20th [redacted] picked up her vehicle and returned stating the vehicle will not go over 10mphThe vehicle was left with our service department for a diagnosis.July 21st 2015Our technician diagnosed the vehicle as needing an alternator replacementThe alternator had a low voltage and charge rate reading causing a loss of power, which is what the customer experiencedThe service advisor also advised the customer that the vehicle may have other issues relating to this repair, he stated we will need to get the voltage to manufactures specifications to be able to test furtherThe customer authorized replacement of the alternator.Note: The customer stated on July 21st, at 3:18pm that an alternator clip and serpentine belt were recently replaced prior to arriving at our dealershipThis repair is noted in the customers letter regarding a July 4th no start issue that occurred in a car wash.July 22nd 2015A message was left with the customer by our service advisor at 8:30am on July 22nd, stating the vehicle is running better, although a burning smell was detected by the technician.At 8:48am, the customer called back and was advised by the service writer that our technician found a belt pulley worn to a point where it was allowing the belt to rub against a bolt, damaging the beltThe service advisor recommended replacement of the serpentine belt and pulleyThe customer stated she would call back after speaking with her parentsAt 8:56am, the customer called back and requested the service advisor call her father, [redacted] .At 9:13am, the service advisor spoke with [redacted] and explained what the technician found, along with the recommendation [redacted] mentioned the belt in question is new and just replaced elsewhere, which supported the prior statement by [redacted] (The pulley will continue to damage the belts until replaced)The repairs were authorized by [redacted] along with a request that the service advisor return the failed alternator to himThe advisor put the alternator in a box in the customer’s vehicle on the back seat.The vehicle was completed and picked up by the customer, the customer states in her letter the vehicle was running okay after these repairs.July 24th 2015The customer experienced the original concern regarding the brake lamps and tachometer issueI received an email regarding the service issue and at 3:56pm, I responded and apologized along with inquiring about a previous accident repair that was mentioned to my advisor by the customerAt 5:21pm, [redacted] responded by email and stated the collision center said they did all they can do.July 28th 2015A repair order was written to diagnose the brake lamps and tachometer issue at no charge to the customer as a goodwill gesture, continuing where we left off.July 31st 2015The service advisor left a message with [redacted] stating our BMW field technician was helping diagnose and he felt it was one of the modules associated with this circuit.August 3rd 2015The service advisor left a message with [redacted] at 5:22pm offering the use of a loaner vehicle to drive to ease the inconvenience while we were diagnosing her issue.August 6th 2015The service advisor left an additional message at 1:51pm with [redacted] due to no response on the prior attempt offering a loaner vehicle to driveWe also requested the repair receipt from an accident repair the customer mentioned she had completed elsewhere.August 12th 2015The service advisor left a message with [redacted] at 2:43pm requesting information on when this issue occurred in relation to the accident, whether it occurred before, during or after the accidentThe advisor also mentioned there was wiring the technician found that raised some concernsThe advisor recommended we go further behind the dash to trace the wiringA return message was left by [redacted] stating the brake lamp and tachometer issue occurred during the accident.August 18th [redacted] emailed at 1:22pm stating she was not going to continue with the repairs and was taking the car back where the vehicle was originally purchasedShe asked if she could keep the rental car from the current date (Tuesday) until Friday, where I replied at 1:23pm that returning the rental on Friday was fine.August 21st [redacted] arrived to pick up her vehicleAs her vehicle was driven around the building to be delivered back to her, it was realized the right rear tire was very low on air, which apparently leaked out during the time the vehicle sat in our lot that weekThe tires on the vehicle were mismatched and the tread on this specific tire was extremely lowAs a goodwill gesture, the service advisor drove home and picked up a used tire he owns for his vehicle that has the same size tireThe tire was installed free of charge.Resolution Offer:Although the aforementioned issues are truly unfortunate, the responsibility of the customer’s repairs fall on the customerThe original concern of the brake lamp and tachometer issue was an involved diagnosis, not only to locate the issue which was narrowed down to one of the modules and subsequently replaced elsewhere, but also determining if there was any additional wiring issues that may have contributed to the module failureBased on the wire we observed that was installed incorrectly, there was concern other issues may be presentAs stated on repair order [redacted] dated July 28th, 2015, our technician repaired at no charge one overlaid wire that was installed in a connector in the wrong pin.As a goodwill gesture after receiving this complaint from The Revdex.com, Mini of Rochester reached out to the customer offering a refund in the amount of $213.79, which is the only amount paid to us by the customer for the brake lamp and tachometer issueThis refund, along with absorbing the cost of the rental vehicle and the additional wire tracing with the BMW field technician, should resolve this particular concern leaving no money paid to Mini of Rochester for the aforementioned issue.Regarding the alternator, pulley and belt issue; these repairs are not related to the original concern and as documented in the customer’s letter along with phone correspondence with both [redacted] and [redacted] , the alternator and belt were an issue prior to the vehicle coming in to Mini of RochesterAs documented, the alternator along with the belt and pulley replacement performed by Mini of Rochester did in fact resolve the customer’s issues regarding the loss of power.It appears, as stated in her letter, the customer is seeking reimbursement for this issue purely due to the fact the vehicle was in our care when the failure occurredThis alone is not an indication of any wrong doing on the part of Mini or Rochester any more than the car wash would be liable for the vehicle not starting which led to the original alternator clip and belt replacement performed elsewhereIt is clearly documented the alternator and belt were already the subject of issues prior to arriving at Mini of RochesterSubsequently this issue was repaired and resolved at Mini of RochesterMini of Rochester respectfully declines an offer for issue 2.After offering [redacted] a refund in the amount of $213.79, [redacted] replied she does not accept the offerWe would be happy to leave this offer on the table feeling it is a fair resolution.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group
December 14, Revdex.com B***t Woods South Amherst, New York RE: Revdex.com Complaint # [redacted] Attention: Schrell, Complaint Handler In response to the complaint issued by [redacted] 12/2/15: [redacted] vehicle was first towed to Dorschel Toyota at West Henrietta Road on Tuesday, November 24th , I was notified by an employee at that location that there was a Lexus GSin the parking lotUsing the Vehicle Identification Number, I was able to find the customers information in our systemI contacted the customer to let her know that the vehicle needed to be towed to Dorschel Lexus at West Henrietta RoadThe vehicle was towed to our Lexus location later that dayI then called the customer to discuss what needed to be done, and she stated the alternator had failedShe also explained that she has a third party warranty on the vehicleI informed [redacted] that the Dorschel company policy states that we do not work with third party warranty providersWe had the same discussion the previous time her vehicle was in for service on Tuesday, June 9th, [redacted] declined any diagnostic work and stated she would be calling her selling dealer to make other arrangementsNo repair order was written, as we were not authorized by the customer to perform any diagnostic or repairOn Friday, November 27th, 2015, [redacted] husband came to pick up the key for the vehicleThe missing plastic cover [redacted] describes on her center console near the shifter sounds like the shift interlock cover, which has to be removed to tow the vehicleI have not seen the vehicle since it left Dorschel, so I can’t be certain, but what she describes in the written complaint sounds exactly like the shift interlock coverThe vehicle was towed twice, so the towing provider would certainly have removed the cover to shift the vehicle from park to neutral to allow it to rollWhen [redacted] called to express her concern I suggested that she contact the towing providers used to inquire as to where the plastic cover may have been left [redacted] Beattie Service Manager Dorschel Automotive
The Dorschel GroupWest Henrietta RoadRochester, NY 14623September 4, 2015Revdex.com, IncBryant Woods SouthAmherst, NY 14228RE: Revdex.com Complaint ID [redacted] (submitted on August 31st, 2015)Attention: [redacted] , Complaint HandlerTo Whom It May Concern:It is Dorschel’s goal to have our customers leave the Service Department completely satisfied with the service performed on their vehiclesWe find it unfortunate that [redacted] had an unsatisfactory experience, and that he felt he was not given all the information that should have been provided to him regarding the estimate for service work on his Volkswagen Jetta GLI.To resolve [redacted] ’s concern, we have reached out to him and provided him with a full refund for the estimate, in the amount of $97.20.This issue has been resolved with the customer.Should you have any questions or need further information, please feel free to contact us.Sincerely,Todd T***Volkswagen Service ManagerThe Dorschel Group###-###-####
The Dorschel GroupWest Henrietta RoadRochester, NY 14623October 5th, 2015Revdex.com, IncBryant Woods SouthAmherst, NY 14228RE: Revdex.com Complaint ID [redacted] Attention: [redacted] , Complaint Handler ext 283Response to Complaint:Response to 2nd rejection from customer dated 10/14/(complaint ID [redacted] ) is below.To Whom It May Concern:The Dorschel Group has made every effort to resolve this issue in a fair, timely, and reasonable mannerWe feel our most recent offer of $is extremely reasonable given the fact that we neither performed nor caused unnecessary repairsEach offer we have made has been rejected, with no indication from the customer what the acceptable outcome would beTo continue our good faith effort to take care of this issue, we will keep the offer of $on the table for days from the date of this letterThe Dorschel Group goes above and beyond to resolve customer issues as exhibited by our continued commitment to resolve this matter.Should you have any questions or need further information, please feel free to contact us.Sincerely,Tom W [redacted] Mini of Rochester Service ManagerThe Dorschel Group