Lisa Marie Charters

[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 [redacted] and find that this resolution would be satisfactory to me Randy, If you are willing to meet with me and help get my BMW up to ParWe can setup an Apptfor Monday after I get off workI Can usually be there a little after 5pmI don't want to deal with anyone else there as those avenues have been crossedThis way I can show you the problems and give your service dept one last chance to fix what never got fixed

Ms***, Your vehicle was towed in to us in early June originally for not starting The vehicle had 156, miles on the odometer and we determined the started needed to be replaced before we could make any other recommendationsYou approved the starter to be replaced Once the vehicle was running, we informed you that we needed to stop the leaks and fill the transmission fluid before we could make any other full determinations on the transmission but also gave @ $in recommendations of items which needed to be attended to on your vehicleOnly the transmission leak was authorized to be repairedWe repaired the leak and filled the transmission and you picked up the vehicle, at that time there we no transmission faults even after test driving the vehicle and the transmission functioned properly Unfortunately the transmission did have prior damage due to low fluid caused by the leak and now a month later the vehicle has transmission issues At the time of the last repair we would have had to keep and drive the vehicle for an extended amount of time as you have now for the issue to arriseThe cost would be $to replace the transmission, a used transmission could be put in at a reduced cost but they do not come with much of a warranty Under the circumstances I do understand the frustration with paying for the leak repair and then the transmission goes bad shortly afterwards As a jesture of goodwill we would be willing to offer a refund for the transmission leak repair even though we performed the work exactly as you authorized The refund would be $Randy S*General Manager [redacted]

Ms [redacted] , I do apologize for the situation you are having to deal with and will do what we can to help resolveWe worked diligently with the warranty company to help get this item (which was not covered under the warranty) paid as a goodwill gesture During that process our company was able to pull some strings with the warranty company and we agreed to pay a portion as well from the dealership In the discussions back in July of this year Nathaniel asked for a copy of the bill so he could have something to turn in for payment I am not sure where the confusion has happened but as of yet we still have not seen a bill All we need for payment is a copy of the bill showing the amount due and I can assure you that amount will be paid.Nathaniel called a couple of days ago and left messages with his email for the bill to be sent - once received, payment will be issued immediately You are welcome to call or email the bill to me directly and if there is anything further I can do to resolve this situation please don't hesitate to contact meRandy S*General Manager [redacted]

**,I have only had the opportunity to discuss the situation with my technician and the service manager so my response has been directed by the information they made available I offered assistance on the brakes because I have more avenues available to me than might have been offered previously Our guys have a BMW work plan that must be followed under BMW's programs and I have the ability to escalate the situationI will again offer my assistance to help resolve the brake noise to hopefully correct the issue and would welcome the opportunity to understand what is going on with the speaker or possibly the amplifier I do have a specialist on staff who is very good at diagnostics and he will assist in the resolution.You are welcome to stop by and either ask for myself, [redacted] or Tim N [redacted] (Service Manager), we will have a loaner vehicle available if you will just give us a little noticeSincerely,Randy S [redacted]

Ms***,When you brought your vehicle in for service on a wrecker we had not seen your car for a year period We fixed the original concern so the vehicle would start and recommended the transmission leak be fixed as wellThere is only ways to determine if there was transmission damage and how extensive it might be at that point, either fix the leak and continue to drive the vehicle or tear down the transmission We recommended and you authorized us to fix the leak at that point and we didThe problem already existed inside the transmission from driving the vehicle with most of the transmission fluid having already leaked out before it came to us for the "no start" issue We attempted to resolve the problem with the best solution at the time by repairing the leak and re-filling the fluid After driving the vehicle miles and the light coming back on it was determined there was extensive damage already done to the transmission.There was no other feasable way for us to determine if the transmission had this extensive damage without completely dismantling the transmission but the outcome still would have been the same, a replacement transmissionAs an offer of goodwill we offered to refund the charges for the authorized leak repair and you have accepted that payment We feel a very reasonable consideration has been offered and already given and excepted.Randy S*General Manager

Hello **, I can appreciate your frustration and I apologize that we could not fully resolve your concernsThe speaker, while causing a buzz under heavy bass, is something the factory warranty will not pay to replace since it seems to be working correctly otherwise. If we
have not completely resolved the brake squeaking issue after your last visit, please contact us again so we can make this right for you Sincerely, Randy S*** General Manager *** ***

Revdex.com:We have reached a compromiseI still do not feel I should be paying the $1,for the repair but this is the best it is going to get.
This letter is
to inform you that Advantage BMW Clear Lake has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/21/and assigned ID ***
Regards,

Our company has been in contact with *** *** and an arrangement has been made to resolve the vehicle issues

MsBob,Thank you for your feedback in reference to the concerns with your *** I do apologize that we haven't been able to meet your expectations up to this point. Our service manager has reached out to have a conversation about the prior situations as well as discuss the current issues
but has not heard backI also would welcome the opportunity to discuss the situations and see what we can do to help get them resolvedAI am aware that there have been several completely un-related items but I think the best way to help would be to sit down together and review. You may contact me at 281-557-7000Randy ***General ManagerMINI of Clear Lake

Business Response Attached

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
Dear Mr. S[redacted],I initially brought my car in because it would not start. But, I told Chip the transmission malfunction light had came on before it completely didn't not stop at the restaurant in [redacted]. Then Chip call and said there was a leak in the transmission and the starter was out. I then said okay fix them both. Thereafter, my transmission malfunction light continued to come on. The second visit, I received a diagnostic test. The diagnostic didn't reveal anything about my transmission. Nor did Chip say, I need to do these things or my transmission would go completely out.After three visits, with BMW's great technology and technicians, why was it not repaired. The technicians and the service manager had numerous messages which I told chip I had pictures of each event of that transmission malfunction light coming on. I was crying out but no one was listening. Now, I have a car with a blown transmission.Your information is not the correct sequence of events. I greatly appreciate your offer. But, I am asking for my transmission to fixed or replaced. I could have taken my car to any other mechanic. But, I thought BMW was the best place and could get the job done. I am disappointed in the outcome and I feel the technicians there just did not know what to do and now I am out of a transmission. Below is my response to Mr. [redacted]. I emailed him this morning.Good morning,I am still out of town. I am going to respond back to you General Manager after I send this email to you. I am asking that you repair or replace my transmission. I had my car in that shop over 3 times about my transmission. I am not understanding why the necessary repair was not done at the beginning to prevent it from going completely out. From the very first time my car had the transmission malfunction light on. BMW fixed the starter on the first visit but not the transmission malfunction that I told my service advisor I was having. He stated that is was problems with the transmission also. When I picked the car up my SOS malfunction light was on. I mentioned that to chip and he said bring tomorrow. I took my car back to BMW and that time the service engine light was on the transmission malfunction light was on and the SOS malfunction light was on. I came back no charge Chip told me that the car sat too long. Which I never understood that . I was just happy to know it was ok. At least I thought it was.  Days later, the transmission malfunction light comes back on.  I mention to Chip that when it comes on the light will cut off after you turn the car off. He tells me that he can check the messages. That lets me know today that if you go back to that computer you can see how many times my transmission light came on before you BMW declared my transmission was completely out. The diagnostic test Chip provider had multiple recommendations non stated new transmission or any other transmission issues. Also those was recommended he never said it need to be done ASAP or your transmission would go completely out.  I had just gave him 1900. What made BMW or you think I had 11000.00 to give you for repairs. I am single and no job at this time . As a matter of fact, lost my job about the time it was first in the shop on June 10. So, I have Jjune 4th ( first time in shop) July 1st, June 25th, and July 10th, I have pictures of my computer for each day except June 4th was the initial time my car was towed in to BMW. I

Ms. [redacted], I do apologize for the situation you are having to deal with and will do what we can to help resolve. We worked diligently with the warranty company to help get this item (which was not covered under the warranty) paid as  a goodwill gesture.  During that...

process our company was able to pull some strings with the warranty company and we agreed to pay a portion as well from the dealership.  In the discussions back in July of this year Nathaniel asked for a copy of the bill so he could have something to turn in for payment.  I am not sure where the confusion has happened but as of yet we still have not seen a bill.  All we need for payment is a copy of the bill showing the amount due and I can assure you that amount will be paid.Nathaniel called a couple of days ago and left messages with his email for the bill to be sent - once received, payment will be issued immediately.  You are welcome to call or email the bill to me directly and if there is anything further I can do to resolve this situation please don't hesitate to contact me. Randy S[redacted]General Manager [redacted]
[redacted]

**,I have only had the opportunity to discuss the situation with my technician and the service manager so my response has been directed by the information they made available.  I offered assistance on the brakes because I have more avenues available to me than might have been offered previously.  Our guys have a BMW work plan that must be followed under BMW's programs and I have the ability to escalate the situation. I will again offer my assistance to help resolve the brake noise to hopefully correct the issue and would welcome the opportunity to understand what is going on with the speaker or possibly the amplifier.  I do have a specialist on staff who is very good at diagnostics and he will assist in the resolution.You are welcome to stop by and either ask for myself, [redacted] or Tim N[redacted] (Service Manager), we will have a loaner vehicle available if you will just give us a little notice. Sincerely,Randy S[redacted]

[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 [redacted] and find that this resolution would be satisfactory to me.  
 Randy,   If you are willing to meet with me and help get my BMW up to Par. We can setup an Appt. for Monday after I get off work. I Can usually be there a little after 5pm. I don't want to deal with anyone else there as those avenues have been crossed. This way I can show you the problems and give your service dept one last chance to fix what never got fixed.

Ms. [redacted], Your vehicle was towed in to us in early
June originally for not starting.  The vehicle had
156,000  miles on the odometer and we determined the started needed to be replaced before we could make any other recommendations. You approved the starter to be...

replaced.   
Once the vehicle was running, we informed you that we needed to stop the leaks and fill the transmission fluid before we could make any other full determinations on the transmission but also gave @ $8000 in recommendations of items which needed to be attended to on your vehicle. Only the
transmission leak was authorized to be repaired. We repaired the leak and filled the transmission and you picked up the vehicle, at that time there we no transmission faults even after test driving the vehicle and the transmission functioned properly.  Unfortunately the transmission did have prior
damage due to low fluid caused by the leak and now a month later the vehicle has transmission issues.  At the time of the last repair we would have had to keep and drive the vehicle for an extended amount of time as you have now for the issue to arrise. The cost would be
$8000 to replace the transmission, a used transmission could be put in at a reduced cost but they do not come with much of a warranty.
 
Under the
circumstances I do understand the frustration with paying for the leak repair and then the transmission goes bad shortly afterwards.  As a jesture of goodwill we would be willing to offer a refund for the transmission
leak repair even though we performed the work exactly as you authorized.  The refund would be
$843.26 Randy S[redacted]General Manager[redacted]

Ms. [redacted],When you brought your vehicle in for service on a wrecker we had not seen your car for a 2 year period.  We fixed the original concern so the vehicle would start and recommended the transmission leak be fixed as well. There is only 2 ways to determine if there was transmission damage and how extensive it might be at that point, either fix the leak and continue to drive the vehicle or tear down the transmission.  We recommended and you authorized us to fix the leak at that point and we did. The problem already existed inside the transmission from driving the vehicle with most of the transmission fluid having already leaked out before it came to us for the "no start" issue.  We attempted to resolve the problem with the best solution at the time by repairing the leak and re-filling the fluid.  After driving the vehicle 1300 miles and the light coming back on it was determined there was extensive damage already done to the transmission.There was no other feasable way for us to determine if the transmission had this extensive damage without completely dismantling the transmission but the outcome still would have been the same, a replacement transmission. As an offer of goodwill we offered to refund the charges for the authorized leak repair and you have accepted that payment.  We feel a very reasonable consideration has been offered and already given and excepted.Randy S[redacted]General Manager