Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: *** *** Service Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@patrickcars.com
Mr*** brought his car in for a rough idle concern and a check engine light being onWhen we performed our diagnostics
the only trouble fault codes that were stored were for misfires on all cylindersUpon inspection of the car we found that his car had aftermarket and the incorrect spark plugs in the carThe car also had no oil registering on the dip stickUpon further inspection we found oil leaks coming from the engineWe recommended installing the correct spark plugs in the car for the misfire and rough idle concern and to repair the oil leaks to correct the car being low on oil which Mr*** agreed toUnfortunately the check engine light returned a couple of days laterWe performed further diagnostics at no additional charge to the customer and found that the engine timing chain was stretched past specification that MINI considers acceptable allowing the engine to slip out of time intermittentlyInstalling the correct spark plugs and repairing the oil leaks were repairs that needed to be performed to the vehicle and were the correct repairs to perform based on the information we were providedUnfortunately in this case the vehicle had an additional repair that is necessary to properly fix the check engine lightIf we had performed a repair that was not necessary or misdiagnosed the vehicle then I would consider refunding Mr*** his money but, that is not the case in this situationThe vehicle had incorrect parts in it that ignite the air fuel mixture, had obvious oil leaks and didn't have enough oil in the engine to register on the dip stick
Initial Consumer Rebuttal /* (3000, 7, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bottom line is that I brought my car in for a repair, I paid over $for the repair and the problem I brought my car in for was not fixed
I understand that the work that was done, needed to be done, but I only willing to pay a set amount to have the car repaired, had they told me that there was no guarantee that the work done would not fix the problem, I wouldn't have approved the work and would have sold the car (which I did since I was unwilling to pay for any more repairs)
The most important factor in this case for me is that I was not informed that the work being done was not guaranteed to fix the problemAfter all, they're the dealership where I purchased the car and they're the experts, not meThey are not taking responsibility for being the experts and they did not provide me all the information I needed to make an informed decision
That is why I believe I deserve a refund or at least an offer in settlement
Final Consumer Response /* (4200, 13, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I brought the car to the dealer due to a check engine lightThey made over $in repairs that did not fix the problemTherefore I do not feel I should pay for the repairs since they didn't fix the problem
I had budgeted a max of $to repair the carIf the estimate had stated that thee repair may or may not fix the problem, I would not have done the repairUnfortunately the dealer failed to explain or disclose that the repair may or MAY NOT fix the problem
But to come back to me after I spend over $dollars and tell me since that didn't fix the problem that now I need another $worth of repairs
To me this sounds like bait and switch!
Final Business Response /* (4000, 11, 2014/10/22) */
In this situation the vehicle had the incorrect parts installed by a different repair facility or private party and was several quarts low on oil due to active oil leaksThe obvious repair is to install the correct parts and to fix the oil leaks so that there is oil staying in the engineAll of the repairs performed come with a year unlimited mileage warranty from the manufacture if those parts were to fail within that time frameUnfortunately the vehicle had additional problems that were being masked because of the previously stated issuesHad the correct parts been installed in the car in the first place we would not had needed to replace them here before finding out it needed additional work to be performedThe customer is holding us responsible for an incorrect repair that was performed elsewhereIf there was any way for us to know that there was additional repairs that were going to be needed we would have obviously made them aware of this ahead of timeThe customer agrees the repairs needed to be perform but, does not want to pay for them because there was additional work that his car needs to his carIf the repairs on their car were not necessary or did not fix his leaks then we would be inclined to refund the money but, even the customer agrees these repairs needed to be performed he just does not want to pay for them because his vehicle needs more workFor these reasons we will not be refunding the customer for the repairs we performed to his vehicle
Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: *** *** Service Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@patrickcars.com
Mr*** brought his car in for a rough idle concern and a check engine light being onWhen we performed our diagnostics
the only trouble fault codes that were stored were for misfires on all cylindersUpon inspection of the car we found that his car had aftermarket and the incorrect spark plugs in the carThe car also had no oil registering on the dip stickUpon further inspection we found oil leaks coming from the engineWe recommended installing the correct spark plugs in the car for the misfire and rough idle concern and to repair the oil leaks to correct the car being low on oil which Mr*** agreed toUnfortunately the check engine light returned a couple of days laterWe performed further diagnostics at no additional charge to the customer and found that the engine timing chain was stretched past specification that MINI considers acceptable allowing the engine to slip out of time intermittentlyInstalling the correct spark plugs and repairing the oil leaks were repairs that needed to be performed to the vehicle and were the correct repairs to perform based on the information we were providedUnfortunately in this case the vehicle had an additional repair that is necessary to properly fix the check engine lightIf we had performed a repair that was not necessary or misdiagnosed the vehicle then I would consider refunding Mr*** his money but, that is not the case in this situationThe vehicle had incorrect parts in it that ignite the air fuel mixture, had obvious oil leaks and didn't have enough oil in the engine to register on the dip stick
Initial Consumer Rebuttal /* (3000, 7, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bottom line is that I brought my car in for a repair, I paid over $for the repair and the problem I brought my car in for was not fixed
I understand that the work that was done, needed to be done, but I only willing to pay a set amount to have the car repaired, had they told me that there was no guarantee that the work done would not fix the problem, I wouldn't have approved the work and would have sold the car (which I did since I was unwilling to pay for any more repairs)
The most important factor in this case for me is that I was not informed that the work being done was not guaranteed to fix the problemAfter all, they're the dealership where I purchased the car and they're the experts, not meThey are not taking responsibility for being the experts and they did not provide me all the information I needed to make an informed decision
That is why I believe I deserve a refund or at least an offer in settlement
Final Consumer Response /* (4200, 13, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I brought the car to the dealer due to a check engine lightThey made over $in repairs that did not fix the problemTherefore I do not feel I should pay for the repairs since they didn't fix the problem
I had budgeted a max of $to repair the carIf the estimate had stated that thee repair may or may not fix the problem, I would not have done the repairUnfortunately the dealer failed to explain or disclose that the repair may or MAY NOT fix the problem
But to come back to me after I spend over $dollars and tell me since that didn't fix the problem that now I need another $worth of repairs
To me this sounds like bait and switch!
Final Business Response /* (4000, 11, 2014/10/22) */
In this situation the vehicle had the incorrect parts installed by a different repair facility or private party and was several quarts low on oil due to active oil leaksThe obvious repair is to install the correct parts and to fix the oil leaks so that there is oil staying in the engineAll of the repairs performed come with a year unlimited mileage warranty from the manufacture if those parts were to fail within that time frameUnfortunately the vehicle had additional problems that were being masked because of the previously stated issuesHad the correct parts been installed in the car in the first place we would not had needed to replace them here before finding out it needed additional work to be performedThe customer is holding us responsible for an incorrect repair that was performed elsewhereIf there was any way for us to know that there was additional repairs that were going to be needed we would have obviously made them aware of this ahead of timeThe customer agrees the repairs needed to be perform but, does not want to pay for them because there was additional work that his car needs to his carIf the repairs on their car were not necessary or did not fix his leaks then we would be inclined to refund the money but, even the customer agrees these repairs needed to be performed he just does not want to pay for them because his vehicle needs more workFor these reasons we will not be refunding the customer for the repairs we performed to his vehicle