German Automotive

We have discussed the issue with the customer directly and reached a resolution We appreciate the customer's willingness to work with us and give us an opportunity to rectify the situation We look forward to serving them again in the future

I am rejecting this response because: Difficulties associated with the facility staying in contactThe body shop manager informed me that my vehicle would be ready on the the week of 16th and I was told that they would be in contact with progress informationOn the 16th of March I visited the shop after not hearing anything since the 10th or 11th or MarchAt that time I was first informed of the headliner backorderPreviously I had been told of difficulties with other partsThe service loaner was only provided after requesting one from the manager of the body shopThe customer service has been poor and the company has failed to communicate effectively with me, even after telling me that they will communicate progress and delays Regards, [redacted]

We continue to work with this customer to find the cause of the issue, most recently by addressing the motor mounts to try to limit the vibration The customer received the vehicle yesterday and explained that they would drive the vehicle for some time to determine if the solution has worked The customer informed our service manager that they would let us know directly of any further issues and that this response would suffice for the Revdex.com

Our General Manager has spoken directly with the customer and made an offer that the customer has accepted in order to resolve this issue. We apologize to the customer for fumbling this issue the first time and greatly appreciate the opportunity to make it right

This complaint is acknowledged, but we must contend that it contains a misleading timeline for the events that occurred, most of which the customer knows were out of our hands.The customer's vehicle was received on 2/16/ The insurance company wrote an estimate on 2/19/but then
referred the case to their special investigation department The approval from the insurance company was not provided until 2/29/and the customer authorized the repair that same day After disassembling the vehicle, we discovered that more work was needed, the insurance company was contacted, and a supplement was completed on 3/9/ Therefore, we did not even have permission to fully repair the vehicle until 3/9/2016.We discussed these issues and the delay in timing with the customer on 3/17/ We also informed the customer that some of the parts delivered were incorrect and it was necessary to reorder The headliner repair was delayed due to a BMW delay in Germany and we tried to locate a used headliner to speed the process.We again spoke with the customer on 3/23/to inform that there are no headliners available in the US, Mexico or Canada and the new headliner should arrive at the German parts depot on 4/1/ We will be required to wait up to weeks to receive the headliner direct from Germany and then to perform the repair The customer has been provided a loaner vehicle as of 3/24/due to the parts delays

I am rejecting this response because: Difficulties associated with the facility staying in contact. The body shop manager informed me that my vehicle would be ready on the the week of 16th and I was told that they would be in contact with progress information. On the 16th of March I visited the shop after not hearing anything since the 10th or 11th or March. At that time I was first informed of the headliner backorder. Previously I had been told of difficulties with other parts. The service loaner was only provided after requesting one from the manager of the body shop. The customer service has been poor and the company has failed to communicate effectively with me, even after telling me that they will communicate progress and delays. 
Regards,
[redacted]

We have discussed the issue with the customer directly and reached a resolution.  We appreciate the customer's willingness to work with us and give us an opportunity to rectify the situation.  We look forward to serving them again in the future.

We continue to work with this customer to find the cause of the issue, most recently by addressing the motor mounts to try to limit the vibration.  The customer received the vehicle yesterday and explained that they would drive the vehicle for some time to determine if the solution has...

worked.  The customer informed our service manager that they would let us know directly of any further issues and that this response would suffice for the Revdex.com.