Sent: Monday, October 24, 12:PM To: drteam Cc: D***, Aka Subject: Complaint # [redacted] To whom it may concern I spoke with someone from your office on 10/to get a better understanding of the situation as I have recently taken over as the Service Manager here at MINI of The WoodlandsI also contacted the client and we have scheduled an appointment on Thursday 10-27-to have the part installed on her vehicleThe last correspondence from us was that we would have the clients concern corrected within hoursAt the time of the last correspondence the client’s original concern had been addressedHer original concern was the part would not be covered under warrantyAndy C [redacted] the previous Service Manager had contacted her within 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 orderedOnce 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 positionI called [redacted] on 10-20-and spoke to her and brought her up to speed on everything going onShe agreed to the appointment date of 10-27-at 9:30am to have the repair completedIf 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 IH South Conroe, Tx Direct 936-266-Cell [redacted]
Sent: Monday, October 24, 12:PM To: drteam Cc: D***, Aka Subject: Complaint # [redacted] To whom it may concern I spoke with someone from your office on 10/to get a better understanding of the situation as I have recently taken over as the Service Manager here at MINI of The WoodlandsI also contacted the client and we have scheduled an appointment on Thursday 10-27-to have the part installed on her vehicleThe last correspondence from us was that we would have the clients concern corrected within hoursAt the time of the last correspondence the client’s original concern had been addressedHer original concern was the part would not be covered under warrantyAndy C [redacted] the previous Service Manager had contacted her within 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 orderedOnce 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 positionI called [redacted] on 10-20-and spoke to her and brought her up to speed on everything going onShe agreed to the appointment date of 10-27-at 9:30am to have the repair completedIf 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 IH South Conroe, Tx Direct 936-266-Cell [redacted]