Sent: Monday, October 24, 2016 12:52 PM To: drteam Cc: D[redacted], Aka Subject: Complaint #[redacted] To whom it may concern. I spoke with someone from your office on 10/20 to get a better understanding of the situation as I have recently taken over as the Service Manager here at MINI of The Woodlands. I also contacted the client and we have scheduled an appointment on Thursday 10-27-2016 to have the part installed on her vehicle. The last correspondence from us was that we would have the clients concern corrected within 24 hours. At the time of the last correspondence the client’s original concern had been addressed. Her original concern was the part would not be covered under warranty. Andy C[redacted] the previous Service Manager had contacted her within 24 hours as stated in last posted communication and assured her that the repair would be covered under warranty and the part would need to be ordered. Once the part arrived we would then contact her to schedule an appointment with her to have it repaired. During the time that the part was ordered her point of contact at that time [Andy] moved to [redacted]. Once the part did come in a few weeks later she was not notified as soon as it was received because of that transition of him [Andy] leaving and myself taking over his position. I called [redacted] on 10-20-2016 and spoke to her and brought her up to speed on everything going on. She agreed to the appointment date of 10-27-2016 at 9:30am to have the repair completed. If there is any other information needed please let me know and I will be happy to forward it as needed. Thanks and have a great day! Robert C[redacted] Service Manager MINI of The Woodlands 16675 IH 45 South Conroe, Tx 77385 Direct 936-266-1910 Cell [redacted]
Sent: Monday, October 24, 2016 12:52 PM To: drteam Cc: D[redacted], Aka Subject: Complaint #[redacted] To whom it may concern. I spoke with someone from your office on 10/20 to get a better understanding of the situation as I have recently taken over as the Service Manager here at MINI of The Woodlands. I also contacted the client and we have scheduled an appointment on Thursday 10-27-2016 to have the part installed on her vehicle. The last correspondence from us was that we would have the clients concern corrected within 24 hours. At the time of the last correspondence the client’s original concern had been addressed. Her original concern was the part would not be covered under warranty. Andy C[redacted] the previous Service Manager had contacted her within 24 hours as stated in last posted communication and assured her that the repair would be covered under warranty and the part would need to be ordered. Once the part arrived we would then contact her to schedule an appointment with her to have it repaired. During the time that the part was ordered her point of contact at that time [Andy] moved to [redacted]. Once the part did come in a few weeks later she was not notified as soon as it was received because of that transition of him [Andy] leaving and myself taking over his position. I called [redacted] on 10-20-2016 and spoke to her and brought her up to speed on everything going on. She agreed to the appointment date of 10-27-2016 at 9:30am to have the repair completed. If there is any other information needed please let me know and I will be happy to forward it as needed. Thanks and have a great day! Robert C[redacted] Service Manager MINI of The Woodlands 16675 IH 45 South Conroe, Tx 77385 Direct 936-266-1910 Cell [redacted]