Law Offices of Robert H. Hanaford

We are currently in the process of resolving this issue. The facts of the transaction are stated below. As we get closer to resolution we will update our status.Vehicle sold: Saturday Dec12, Early EveningCustomer called with complaint: Tuesday Dec15, 1:46. Ms
*** mentioned concerns about a rodent and asked if she could return the car under the day money back guarantee. Neil, our sales manager, immediately agreed to take the vehicle back under the no question asked policy. Ms*** then proceeded to ask how the refund would be processed and whether her father could bring the vehicle back on her behalf. Neil was accommodating by allowing this due to Ms*** being out of state. Neil did explain that the return of her money would be via check and would take 'a couple of days'.Customer called back: Tuesday Dec15, 1:57. Ms*** spoke to James, the sales person, this time with the same concern. She asked for James email address to send photo's to. James mentioned that he needed to get his manager involved. Ms*** confirmed that she had already spoken to Neil and that he said she could bring the vehicle back. Closed conversation with confirming email address and that Neil would be follow up with herVehicle returned: Tuesday Dec15, 2015. Between 2pm and 3:30pm. Ms***'s father brought the vehicle back to the store. Mr*** (father) arrived very upset. The sales person and several managers were involved in trying to resolve the issue.Money refunded: Wednesday Dec16, 2015. In accordance with the time period that Neil had stated the day prior a refund check was issued for the full purchase price of the vehicle. MrOrgazon (father) is asking for additional compensation for extermination and repairs. We have not agreed on resolution at this time but we are communicating with the customer currently

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Saturday, September 17, 4:AMSubject: ID# *** I am still waiting for the dealership to notify me that the replacement part has come in and to bring the vehicle in to be repaired. At this point I cannot say the matter is resolved. Thank you,*** ***

From: C***, Andy [mailto:C***[email protected]] Sent: Tuesday, September 06, 3:PM To: drteam Cc: D***, Aka Subject: RE: BMW/MINI of The Woodlands (90008939) We have reached out to Mrs *** and had a dialogue about her
concernsAs the Service Manager, I will be personally supervising the evaluation of her concerns to determine if they are a warrantable concernWe are scheduled to deliver her a complementary loaner vehicle while we evaluate her carWe should have a resolution within hours from now Regards, Andy C***

Although we do not agree with the circumstances as they have been laid out, for goodwill purposes we have agreed to reimburse the customer for the requested amount of covering the cost associated with the complaintBest regards

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

To whom it may concern,My apologies for the delayed response as I was reviewing the process that has led us to this point. It turns out that at the time that *** *** *** *** purchased their vehicle the state was transitioning its inspection and emissions process to omit the sticker that
used to go on the windshield. Our operating process when receiving a vehicle from the manufaturer is to process the vehicle to be ready for delivery and then conduct a state inspection. Prior to the states change this was easily identified with the inspection sticker. During that time we were transitioning into a new process to visibly show as sales advisor that the vehicle had received a state inspection. There were about a dozen vehicles that we did not inspect during this transition and it turns out that this was one of them. Since discovered the customer has been able to assist in getting the vehicle inspected in late July. This inspection was needed to process the registration with the state to obtain a plate and a sticker. *** *** has had the paperwork and payment for registration since August 5th but due to the back log of registrations countywide as of this morning it had not been processed yet. Today our title clerk was able to walk into the county tax office and have it processed over the counter. We will be overnighting the plates and sticker to the *** tomorrow, 8/19/to arrive the next day. This is an unsual circumstance and doesn't typically occur. I will be addressing the issue with my staff as I should have been notified earlier for quicker resolution.Please give my apologies to *** *** *** *** for the circumstances. They have every reason to be upset and concerned.Best regards,Lonnie S*General Manager

Revdex.com:
This letter is to inform you that BMW/MINI of The Woodlands has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/15/2015 and assigned ID [redacted].
Regards,

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]