Mini of Alexandria

In response to Revdex.com and Mr [redacted] (complaint ID [redacted] ):That Daniel R [redacted] and MINI of Alexandria lies when they promised to pay for myrental car bil!aIn Mr***'s original letter he quotes me as saying “for the time being get a rental car and we will see how we can help with the rental bill"Using Mr***'s information on the exchange there was no "promise" made for rental reimbursementIt's important to note that this conversation happened prior to an investigation into the incident by our departmentThat Daniel R [redacted] and MINI of Alexandria knew that I relied on them paying formy rental billaAgain, our conversation happened prior to the investigationWe indicated we would do what we can after the investigation with regards to the billThe investigation produced no information that MINI of Alexandria caused or knew of the issues that caused Mr***'s vehicle to failThat general manager of MINI of Alexandria used obscene language when speaking to meaIn Mr***'s original complaint to the Revdex.com he never mentions MrH [redacted] using obscene languageIn addition, Mr [redacted] contacted MINI NA and also never mentioned obscene languageThat the MINI Cooper in question was making an unrecognizable engine sounds upon being releasedaThere were no "unrecognizable engine sounds" upon release of the vehicle to Mr [redacted] from MINI of AlexandriaThat the car had unsafe tire pressure and fluid levels upon being released from MINI of AlexandriaaThere were no indications of low fluids or tire pressure upon release of vehicle from MINI of AlexandriaMr***'s vehicle has a tire monitoring system that monitors tire pressureConsequently, if the tire pressures were either too low or too high the system would turn on a warning lightMr [redacted] makes no indication of this light being on and MINI of Alexandria did not observe this light on eitherIn fact, he only mentions the tire pressure because MINI of Cincinnati told him this information after driving over milesThat it is MINI policy to not let customers drive away with unsafe vehiclesaUpon leaving MINI of Alexandria there were no indications of this vehicle being unsafeThe evaluation completed by MINI of Cincinnati is true.aThe failure to Mr***'s timing chain can happen immediately and without much warningWhen the vehicle was at MINI of Alexandria there were no risks or failures noted or observedFurthermore, Mr [redacted] stated that he had the vehicle looked at by another shop immediately after leaving MiNI of AlexandriaHe states that the Autozone diagnosed his issue as a “Camshaft position sensor, a part related to the timing chain"Mr [redacted] then proceeded to drive over miles aware of this informationIf Mr [redacted] was truly concerned about his safety as he indicated, should he have proceeded with a long road trip with apparent confirmation that his vehicle was failing?In closing, MINI of Alexandria is known for delivering quality to work on all MINI vehicles both old and newWe pride ourselves on delivering quality work to all our customers and when mistakes are made we promptly do what's right to correct the mistakeIn this case there is no information to show otherwiseMr [redacted] has shown inconsistency in his account of the events and his apparent concern for his safety.aMr [redacted] stated that he brought his vehicle in to get checked for safety because he was going on a tripAttached is the original repair order for his visitHe never requests or mentions any other concerns or requests other than a very specific concern regarding his heating system.bMr [redacted] states MINI of Alexandria released this vehicle in an unsafe state and therefore should be responsible for the failures that occurred and the related expensesHowever, according to Mr [redacted] he was told by another shop that he did have issues with his vehicleHe then proceeded to drive at least miles knowing that he had an issue with his vehicleAccording to Mr***, he did not contact MINI of Alexandria about these concerns until after he had taken this apparently unsafe vehicle on a mile road trip.An investigation into the incident showed no signs of failures to Mr***'s vehicle prior to it being releasedThe check engine light on his vehicle was on due to the new thermostat put into his vehicleThis “check engine light” system monitors the operation of the thermostat as well as other componentsWhen we replaced the thermostat the light was triggeredAfter we reviewed the errors that set the check engine light off this is what we concluded.Sincerely,Daniel R [redacted] Service Director, MINI of Alexandria

In response to 03/11/complaint to Revdex.com for customer [redacted] ***:1) Mr***'s was billed for a thermostat repair and paid $558.102) Mr [redacted] came to MINI of Alexandria to repair a coolant leakHe indicates this on his1)2)initial repair orderThe symptoms he was complaining about were a) no heat b) coolant level being depletedAfter inspecting the vehicle we found a thermostat leaking on his vehicleThe thermostat failure is consistent with the symptoms that Mr [redacted] was experiencingNo heat and coolant levels depleting are consistent with a failing/leaking thermostatThus we addressed and repaired the issues that Mr [redacted] was complaining aboutAt no time did Mr [redacted] indicate he was experiencing any of the symptoms related to a timing chain failure.When Mr [redacted] came to pick up his vehicle he indicated that his service engine soon light was onUpon further investigation we found the light to be on because of the failing thermostatThe light just needed to be resetThe repair for the thermostat had been completed and the light had not been cleared.Mr [redacted] drove over miles after leaving our facility when he experienced a failure with his timing chainMINI of Alexandria never saw any indications of this timing chain issueWe were never asked to address a timing chain issueWe never saw an symptoms of a timing issueThe fact that Mr [redacted] drove miles before the failure is further evidence that this issue was not present while we were repairing this vehicle.Mr***'s vehicle is years old with almost 100k milesThere is simply no way to predict what issues will happen with his vehicle.Passport M.INI of Alexandria would gladly repair any items we notice failing on a vehicleThis is our business and foundation of our revenue sourceMr***'s claim that we chose not to repair this failure is simply and clearly an attempt to recover some of the costs of repairing his vehicleFor example, Mr [redacted] is asking for $reimbursementThis request is invalid for the following reasons:Passport MINI was never asked to repair the timing chainPassport MINI never observed any of the symptoms associated with a timing chain failure. 3) Mr [redacted] drove his vehicle miles after his visit with Passport before this unrelatedfailure4) Mr [redacted] would have had to pay for the timing chain if it was failing while in our possession and therefore a request for reimbursement is without foundationPassport MINI disputes the referenced complaint based off of the listed facts of the transaction.Sincerely,Daniel R [redacted]

In response to Revdex.com and Mr [redacted] (complaint ID [redacted] ):That Daniel R [redacted] and MINI of Alexandria lies when they promised to pay for myrental car bil!aIn Mr***'s original letter he quotes me as saying “for the time being get a rental car and we will see how we can help with the rental bill"Using Mr***'s information on the exchange there was no "promise" made for rental reimbursementIt's important to note that this conversation happened prior to an investigation into the incident by our departmentThat Daniel R [redacted] and MINI of Alexandria knew that I relied on them paying formy rental billaAgain, our conversation happened prior to the investigationWe indicated we would do what we can after the investigation with regards to the billThe investigation produced no information that MINI of Alexandria caused or knew of the issues that caused Mr***'s vehicle to failThat general manager of MINI of Alexandria used obscene language when speaking to meaIn Mr***'s original complaint to the Revdex.com he never mentions Mr. H [redacted] using obscene languageIn addition, Mr [redacted] contacted MINI NA and also never mentioned obscene languageThat the MINI Cooper in question was making an unrecognizable engine sounds upon being releasedaThere were no "unrecognizable engine sounds" upon release of the vehicle to Mr [redacted] from MINI of AlexandriaThat the car had unsafe tire pressure and fluid levels upon being released from MINI of AlexandriaaThere were no indications of low fluids or tire pressure upon release of vehicle from MINI of AlexandriaMr***'s vehicle has a tire monitoring system that monitors tire pressureConsequently, if the tire pressures were either too low or too high the system would turn on a warning lightMr [redacted] makes no indication of this light being on and MINI of Alexandria did not observe this light on eitherIn fact, he only mentions the tire pressure because MINI of Cincinnati told him this information after driving over 500 milesThat it is MINI policy to not let customers drive away with unsafe vehiclesaUpon leaving MINI of Alexandria there were no indications of this vehicle being unsafeThe evaluation completed by MINI of Cincinnati is true.aThe failure to Mr***'s timing chain can happen immediately and without much warningWhen the vehicle was at MINI of Alexandria there were no risks or failures noted or observedFurthermore, Mr [redacted] stated that he had the vehicle looked at by another shop immediately after leaving MiNI of AlexandriaHe states that the Autozone diagnosed his issue as a “Camshaft position sensor, a part related to the timing chain"Mr [redacted] then proceeded to drive over miles aware of this informationIf Mr [redacted] was truly concerned about his safety as he indicated, should he have proceeded with a long road trip with apparent confirmation that his vehicle was failing?In closing, MINI of Alexandria is known for delivering quality to work on all MINI vehicles both old and newWe pride ourselves on delivering quality work to all our customers and when mistakes are made we promptly do what's right to correct the mistakeIn this case there is no information to show otherwiseMr [redacted] has shown inconsistency in his account of the events and his apparent concern for his safety.aMr [redacted] stated that he brought his vehicle in to get checked for safety because he was going on a tripAttached is the original repair order for his visitHe never requests or mentions any other concerns or requests other than a very specific concern regarding his heating system.bMr [redacted] states MINI of Alexandria released this vehicle in an unsafe state and therefore should be responsible for the failures that occurred and the related expensesHowever, according to Mr [redacted] he was told by another shop that he did have issues with his vehicleHe then proceeded to drive at least miles knowing that he had an issue with his vehicleAccording to Mr***, he did not contact MINI of Alexandria about these concerns until after he had taken this apparently unsafe vehicle on a mile road trip.An investigation into the incident showed no signs of failures to Mr***'s vehicle prior to it being releasedThe check engine light on his vehicle was on due to the new thermostat put into his vehicleThis “check engine light” system monitors the operation of the thermostat as well as other componentsWhen we replaced the thermostat the light was triggeredAfter we reviewed the errors that set the check engine light off this is what we concluded.Sincerely,Daniel R [redacted] Service Director, MINI of Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Please see the attached documentDaniel R [redacted] clearly intended on paying for my rental carHe directed me to drive to the Cincinnati Airport and to visit a particular car rental companyTaken from the attached document, Daniel R [redacted] said, "can you go to [redacted] ." See aboveA reasonable person would understand Daniel R [redacted] 's texts to mean that he would be paying for the rental carEither Daniel R [redacted] was motivated by trickery and deceit when asked me to drive to Cincinnati Airport or he actually intended to pay for the rental carThoughts, Daniel? There is no indication in the text messages that an investigation needed to be completed before assisting with any rental car paymentDaniel R [redacted] was not present during the conversation with H [redacted] My girlfriend and her mother, brother, and sister were present during the conversation and heard David use obscene languageThey are prepared to corroborate this response& Daniel R [redacted] is a manager and not a mechanic He is not stationed in the garage at MINI of Alexandria and did not work on the MINI in question the day of the incident He is not in a position to say that the engine light was not on or that the car was not making unrecognizable sounds The car did in fact leave MINI Alexandria with high tire pressure and low fluids The engine light was on when leaving MINI Alexandria- Daniel cannot dispute this factAgain, Daniel R [redacted] was not working the service department at the time the car was brought He therefore cannot speak on behalf of the service attendant I worked with The service attendant was asked to have the car inspected prior to the trip My girlfriend was present during the conversation with the attendant and is able to corroborate this response Daniel R [redacted] is again confused with the chronology of this incidentThe car was brought in for inspection in Ohio immediately after the issues became apparent, not before the drive to OhioThis missed detail is quite alarming The distortion of the facts on multiple accounts in turn demonstrates that Daniel R [redacted] is not credible Beginning with the obviousness of offering a rental car to this last point, Daniel R [redacted] is searching for answers and his tale of lies and deception have been exposed In conclusion, I am prepared to settle this issue If MINI of Alexandria were to put forward $1,then this matter can be finally resolvedI have exhausted all means to settle this case- discussing the case with MINI Alexandria, MINI North America, and now Revdex.com- and small claims court is the last option It should be noted for Daniel R [redacted] 's understanding that an offer to settle does not demonstrate guiltThank you for your time; I look forward to receiving a call to settle this matterI can be reached at ###-###-#### [redacted] *** In response to Revdex.com and Mr [redacted] (complaint ID [redacted] ):That Daniel R [redacted] and MINI of Alexandria lies when they promised to pay for myrental car bil!aIn Mr***'s original letter he quotes me as saying “for the time being get a rental car and we will see how we can help with the rental bill"Using Mr***'s information on the exchange there was no "promise" made for rental reimbursementIt's important to note that this conversation happened prior to an investigation into the incident by our departmentThat Daniel R [redacted] and MINI of Alexandria knew that I relied on them paying formy rental billaAgain, our conversation happened prior to the investigationWe indicatedwe would do what we can after the investigation with regards to the billThe investigation produced no information that MINI of Alexandria caused or knew of the issues that caused Mr***'s vehicle to failThat general manager of MINI of Alexandria used obscene language when speakingto meaIn Mr***'s original complaint to the Revdex.com he never mentions Mr.H [redacted] using obscene languageIn addition, Mr [redacted] contacted MINI NA and also never mentioned obscene languageThat the MINI Cooper in question was making an unrecognizable engine soundsupon being releasedaThere were no "unrecognizable engine sounds" upon release of the vehicleto Mr [redacted] from MINI of AlexandriaThat the car had unsafe tire pressure and fluid levels upon being released from MINIof AlexandriaaThere were no indications of low fluids or tire pressure upon release ofvehicle from MINI of AlexandriaMr***'s vehicle has a tire monitoring system that monitors tire pressureConsequently, if the tire pressures were either too low or too high the system would turn on a warning lightMr [redacted] makes no indication of this light being on and MINI of Alexandria did not observe this light on eitherIn fact, he only mentions the tire pressure because MINI of Cincinnati told him this information after driving over 500milesThat it is MINI policy to not let customers drive away with unsafe vehiclesaUpon leaving MINI of Alexandria there were no indications of this vehiclebeing unsafeThe evaluation completed by MINI of Cincinnati is true.aThe failure to Mr***'s timing chain can happen immediately andwithout much warningWhen the vehicle was at MINI of Alexandria there were no risks or failures noted or observedFurthermore, Mr [redacted] stated that he had the vehicle looked at by another shop immediately after leaving MiNI of AlexandriaHe states that the Autozone diagnosed his issue as a “Camshaft position sensor, a part related to the timing chain"Mr [redacted] then proceeded to drive over miles aware of this informationIf Mr [redacted] was truly concerned about his safety as he indicated, should he have proceeded with a long road trip with apparent confirmation that his vehicle was failing?In closing, MINI of Alexandria is known for delivering quality to work on all MINI vehicles both old and newWe pride ourselves on delivering quality work to all our customers and when mistakes are made we promptly do what's right to correct the mistakeIn this case there is no information to show otherwiseMr [redacted] has shown inconsistency in his account of the events and his apparent concern for his safety.aMr [redacted] stated that he brought his vehicle in to get checked for safety because hewas going on a tripAttached is the original repair order for his visitHe never requests or mentions any other concerns or requests other than a very specific concern regarding his heating system.bMr [redacted] states MINI of Alexandria released this vehicle in an unsafe state andtherefore should be responsible for the failures that occurred and the related expensesHowever, according to Mr [redacted] he was told by another shop that he did have issues with his vehicleHe then proceeded to drive at least miles knowing that he had an issue with his vehicleAccording to Mr***, he did not contact MINI of Alexandria about these concerns until after he had taken this apparently unsafe vehicle on a mile road trip.An investigation into the incident showed no signs of failures to Mr***'s vehicle prior to it being releasedThe check engine light on his vehicle was on due to the new thermostatput into his vehicleThis “check engine light” system monitors the operation of the thermostat as well as other componentsWhen we replaced the thermostat the light was triggeredAfter we reviewed the errors that set the check engine light off this is what we concluded.Sincerely,Daniel R [redacted] Service Director, MINI of Alexandria Regards, [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 ***, and find that
this resolution is satisfactory to me.
Regards,
*** ***

In response to 03/11/complaint to Revdex.com for customer *** ***:1) Mr***'s was billed for a thermostat repair and paid $558.102) Mr*** came to MINI of Alexandria to repair a coolant leakHe indicates this on his1)2)initial repair orderThe symptoms he was complaining about were a) no
heat b) coolant level being depletedAfter inspecting the vehicle we found a thermostat leaking on his vehicleThe thermostat failure is consistent with the symptoms that Mr*** was experiencingNo heat and coolant levels depleting are consistent with a failing/leaking thermostatThus we addressed and repaired the issues that Mr*** was complaining aboutAt no time did Mr*** indicate he was experiencing any of the symptoms related to a timing chain failure.When Mr*** came to pick up his vehicle he indicated that his service engine soon light was onUpon further investigation we found the light to be on because of the failing thermostatThe light just needed to be resetThe repair for the thermostat had been completed and the light had not been cleared.Mr*** drove over miles after leaving our facility when he experienced a failure with his timing chainMINI of Alexandria never saw any indications of this timing chain issueWe were never asked to address a timing chain issueWe never saw an symptoms of a timing issueThe fact that Mr*** drove miles before the failure is further evidence that this issue was not present while we were repairing this vehicle.Mr***'s vehicle is years old with almost 100k milesThere is simply no way to predict what issues will happen with his vehicle.Passport M.INI of Alexandria would gladly repair any items we notice failing on a vehicleThis is our business and foundation of our revenue sourceMr***'s claim that we chose not to repair this failure is simply and clearly an attempt to recover some of the costs of repairing his vehicleFor example, Mr*** is asking for $reimbursementThis request is invalid for the following reasons:Passport MINI was never asked to repair the timing chainPassport MINI never observed any of the symptoms associated with a timing chain failure. 3) Mr*** drove his vehicle miles after his visit with Passport before this unrelatedfailure4) Mr*** would have had to pay for the timing chain if it was failing while in our possession and therefore a request for reimbursement is without foundationPassport MINI disputes the referenced complaint based off of the listed facts of the transaction.Sincerely,Daniel R***

I do not know how to get you this info except by fax No one answers the phone We fixed *** ***'s complaints weeks ago with the DMV I would hope in the future if you are going to contact us please make it easy to respond.
David H
Mini of Alexandria

In response to Revdex.com and Mr*** *** (complaint ID ***):That Daniel R*** and MINI of Alexandria lies when they promised to pay for myrental car bil!aIn Mr***'s original letter he quotes me as saying “for the time being get a rental car and we will see how we can help with the rental bill"Using Mr***'s information on the exchange there was no "promise" made for rental reimbursementIt's important to note that this conversation happened prior to an investigation into the incident by our departmentThat Daniel R*** and MINI of Alexandria knew that I relied on them paying formy rental billaAgain, our conversation happened prior to the investigationWe indicated? we would do what we can after the investigation with regards to the billThe investigation produced no information that MINI of Alexandria caused or knew of the issues that caused Mr***'s vehicle to failThat general manager of MINI of Alexandria used obscene language when speaking? to meaIn Mr***'s original complaint to the Revdex.com he never mentions Mr.? H*** using obscene languageIn addition, Mr*** contacted MINI NA and also never mentioned obscene languageThat the MINI Cooper in question was making an unrecognizable engine sounds? upon being releasedaThere were no "unrecognizable engine sounds" upon release of the vehicle? to Mr*** from MINI of AlexandriaThat the car had unsafe tire pressure and fluid levels upon being released from MINI? of AlexandriaaThere were no indications of low fluids or tire pressure upon release of? vehicle from MINI of AlexandriaMr***'s vehicle has a tire monitoring system that monitors tire pressureConsequently, if the tire pressures were either too low or too high the system would turn on a warning lightMr? *** makes no indication of this light being on and MINI of Alexandria did not observe this light on eitherIn fact, he only mentions the tire pressure because MINI of Cincinnati told him this information after driving over 500? milesThat it is MINI policy to not let customers drive away with unsafe vehiclesaUpon leaving MINI of Alexandria there were no indications of this vehicle? being unsafeThe evaluation completed by MINI of Cincinnati is true.aThe failure to Mr***'s timing chain can happen immediately and? without much warningWhen the vehicle was at MINI of Alexandria there were no risks or failures noted or observedFurthermore, Mr*** stated that he had the vehicle looked at by another shop immediately after leaving MiNI of AlexandriaHe states that the Autozone diagnosed his issue as a “Camshaft position sensor, a part related to the timing chain"Mr*** then proceeded to drive over miles aware of this informationIf Mr*** was truly concerned about his safety as he indicated, should he have proceeded with a long road trip with apparent confirmation that his vehicle was failing?In closing, MINI of Alexandria is known for delivering quality to work on all MINI vehicles both old and newWe pride ourselves on delivering quality work to all our customers and when mistakes are made we promptly do what's right to correct the mistakeIn this case there is no information to show otherwiseMr*** has shown inconsistency in his account of the events and his apparent concern for his safety.aMr*** stated that he brought his vehicle in to get checked for safety because he? was going on a tripAttached is the original repair order for his visitHe never requests or mentions any other concerns or requests other than a very specific concern regarding his heating system.bMr*** states MINI of Alexandria released this vehicle in an unsafe state and? therefore should be responsible for the failures that occurred and the related expensesHowever, according to Mr*** he was told by another shop that he did have issues with his vehicleHe then proceeded to drive at least miles knowing that he had an issue with his vehicleAccording to Mr***, he did not contact MINI of Alexandria about these concerns until after he had taken this apparently unsafe vehicle on a mile road trip.An investigation into the incident showed no signs of failures to Mr***'s vehicle prior to it being releasedThe check engine light on his vehicle was on due to the new thermostat? put into his vehicleThis “check engine light” system monitors the operation of the thermostat as well as other componentsWhen we replaced the thermostat the light was triggeredAfter we reviewed the errors that set the check engine light off this is what we concluded.Sincerely,Daniel R***Service Director, MINI of Alexandria

In response to 03/11/complaint to Revdex.com for customer *** ***:1) Mr***'s was billed for a thermostat repair and paid $558.102) Mr*** came to MINI of Alexandria to repair a coolant leakHe indicates this on his1)2)initial repair orderThe symptoms he was complaining about were a) no
heat b) coolant level being depletedAfter inspecting the vehicle we found a thermostat leaking on his vehicleThe thermostat failure is consistent with the symptoms that Mr*** was experiencingNo heat and coolant levels depleting are consistent with a failing/leaking thermostatThus we addressed and repaired the issues that Mr*** was complaining aboutAt no time did Mr*** indicate he was experiencing any of the symptoms related to a timing chain failure.When Mr*** came to pick up his vehicle he indicated that his service engine soon light was onUpon further investigation we found the light to be on because of the failing thermostatThe light just needed to be resetThe repair for the thermostat had been completed and the light had not been cleared.Mr*** drove over miles after leaving our facility when he experienced a failure with his timing chainMINI of Alexandria never saw any indications of this timing chain issueWe were never asked to address a timing chain issueWe never saw an symptoms of a timing issueThe fact that Mr*** drove miles before the failure is further evidence that this issue was not present while we were repairing this vehicle.Mr***'s vehicle is years old with almost 100k milesThere is simply no way to predict what issues will happen with his vehicle.Passport M.INI of Alexandria would gladly repair any items we notice failing on a vehicleThis is our business and foundation of our revenue sourceMr***'s claim that we chose not to repair this failure is simply and clearly an attempt to recover some of the costs of repairing his vehicleFor example, Mr*** is asking for $reimbursementThis request is invalid for the following reasons:Passport MINI was never asked to repair the timing chainPassport MINI never observed any of the symptoms associated with a timing chain failure.? 3) Mr*** drove his vehicle miles after his visit with Passport before this unrelatedfailure4) Mr*** would have had to pay for the timing chain if it was failing while in our possession and therefore a request for reimbursement is without foundationPassport MINI disputes the referenced complaint based off of the listed facts of the transaction.Sincerely,Daniel R***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
? Complaint: ***
I am rejecting this response because:Please see the attached documentDaniel R*** clearly intended on paying for my rental carHe directed me to drive to the Cincinnati Airport and to visit a particular car rental companyTaken from the attached document, Daniel R*** said, "can you go to ***."? ? See aboveA reasonable person would understand Daniel R***'s texts to mean that he would be paying for the rental carEither Daniel R*** was motivated by trickery and deceit when asked me to drive to Cincinnati Airport or he actually intended to pay for the rental carThoughts, Daniel?? There is no indication in the text messages that an investigation needed to be completed before assisting with any rental car payment.? Daniel R*** was not present during the conversation with H***? My girlfriend and her mother, brother, and sister were present during the conversation and heard David use obscene languageThey are prepared to corroborate this response.? & Daniel R*** is a manager and not a mechanic? He is not stationed in the garage at MINI of Alexandria and did not work on the MINI in question the day of the incident? He is not in a position to say that the engine light was not on or that the car was not making unrecognizable sounds? The car did in fact leave MINI Alexandria with high tire pressure and low fluids? The engine light was on when leaving MINI Alexandria- Daniel cannot dispute this fact.? Again, Daniel R*** was not working the service department at the time the car was brought? He therefore cannot speak on behalf of the service attendant I worked with? The service attendant was asked to have the car inspected prior to the trip? My girlfriend was present during the conversation with the attendant and is able to corroborate this response? Daniel R*** is again confused with the chronology of this incidentThe car was brought in for inspection in Ohio immediately after the issues became apparent, not before the drive to Ohio.? This missed detail is quite alarming? The distortion of the facts on multiple accounts in turn demonstrates that Daniel R*** is not credible? Beginning with the obviousness of offering a rental car to this last point, Daniel R*** is searching for answers and his tale of lies and deception have been exposed? In conclusion, I am prepared to settle this issue? If MINI of Alexandria were to put forward $1,then this matter can be finally resolvedI have exhausted all means to settle this case- discussing the case with MINI Alexandria, MINI North America, and now Revdex.com- and small claims court is the last option? It should be noted for Daniel R***'s understanding that an offer to settle does not demonstrate guilt.? Thank you for your time; I look forward to receiving a call to settle this matterI can be reached at ###-###-####? *** ***? ?
In response to Revdex.com and Mr*** *** (complaint ID ***):That Daniel R*** and MINI of Alexandria lies when they promised to pay for myrental car bil!aIn Mr***'s original letter he quotes me as saying “for the time being get a rental car and we will see how we can help with the rental bill"Using Mr***'s information on the exchange there was no "promise" made for rental reimbursementIt's important to note that this conversation happened prior to an investigation into the incident by our departmentThat Daniel R*** and MINI of Alexandria knew that I relied on them paying formy rental billaAgain, our conversation happened prior to the investigationWe indicatedwe would do what we can after the investigation with regards to the billThe investigation produced no information that MINI of Alexandria caused or knew of the issues that caused Mr***'s vehicle to failThat general manager of MINI of Alexandria used obscene language when speakingto meaIn Mr***'s original complaint to the Revdex.com he never mentions Mr.H*** using obscene languageIn addition, Mr*** contacted MINI NA and also never mentioned obscene languageThat the MINI Cooper in question was making an unrecognizable engine soundsupon being releasedaThere were no "unrecognizable engine sounds" upon release of the vehicleto Mr*** from MINI of AlexandriaThat the car had unsafe tire pressure and fluid levels upon being released from MINIof AlexandriaaThere were no indications of low fluids or tire pressure upon release ofvehicle from MINI of AlexandriaMr***'s vehicle has a tire monitoring system that monitors tire pressureConsequently, if the tire pressures were either too low or too high the system would turn on a warning lightMr? *** makes no indication of this light being on and MINI of Alexandria did not observe this light on eitherIn fact, he only mentions the tire pressure because MINI of Cincinnati told him this information after driving over 500milesThat it is MINI policy to not let customers drive away with unsafe vehiclesaUpon leaving MINI of Alexandria there were no indications of this vehiclebeing unsafeThe evaluation completed by MINI of Cincinnati is true.aThe failure to Mr***'s timing chain can happen immediately andwithout much warningWhen the vehicle was at MINI of Alexandria there were no risks or failures noted or observedFurthermore, Mr*** stated that he had the vehicle looked at by another shop immediately after leaving MiNI of AlexandriaHe states that the Autozone diagnosed his issue as a “Camshaft position sensor, a part related to the timing chain"Mr*** then proceeded to drive over miles aware of this informationIf Mr*** was truly concerned about his safety as he indicated, should he have proceeded with a long road trip with apparent confirmation that his vehicle was failing?In closing, MINI of Alexandria is known for delivering quality to work on all MINI vehicles both old and newWe pride ourselves on delivering quality work to all our customers and when mistakes are made we promptly do what's right to correct the mistakeIn this case there is no information to show otherwiseMr*** has shown inconsistency in his account of the events and his apparent concern for his safety.aMr*** stated that he brought his vehicle in to get checked for safety because hewas going on a tripAttached is the original repair order for his visitHe never requests or mentions any other concerns or requests other than a very specific concern regarding his heating system.bMr*** states MINI of Alexandria released this vehicle in an unsafe state andtherefore should be responsible for the failures that occurred and the related expensesHowever, according to Mr*** he was told by another shop that he did have issues with his vehicleHe then proceeded to drive at least miles knowing that he had an issue with his vehicleAccording to Mr***, he did not contact MINI of Alexandria about these concerns until after he had taken this apparently unsafe vehicle on a mile road trip.An investigation into the incident showed no signs of failures to Mr***'s vehicle prior to it being releasedThe check engine light on his vehicle was on due to the new thermostatput into his vehicleThis “check engine light” system monitors the operation of the thermostat as well as other componentsWhen we replaced the thermostat the light was triggeredAfter we reviewed the errors that set the check engine light off this is what we concluded.Sincerely,Daniel R***Service Director, MINI of Alexandria
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
1. Please see the attached document. Daniel R[redacted] clearly intended on paying for my rental car. He directed me to drive to the Cincinnati Airport and to visit a particular car rental company. Taken from the attached document, Daniel R[redacted] said, "can you go to [redacted]." 
2.  See above. A reasonable person would understand Daniel R[redacted]'s texts to mean that he would be paying for the rental car. Either Daniel R[redacted] was motivated by trickery and deceit when asked me to drive to Cincinnati Airport or he actually intended to pay for the rental car. Thoughts, Daniel? 
3. There is no indication in the text messages that an investigation needed to be completed before assisting with any rental car payment. 
4. Daniel R[redacted] was not present during the conversation with H[redacted].  My girlfriend and her mother, brother, and sister were present during the conversation and heard David use obscene language. They are prepared to corroborate this response. 
5. & 6. Daniel R[redacted] is a manager and not a mechanic.  He is not stationed in the garage at MINI of Alexandria and did not work on the MINI in question the day of the incident.  He is not in a position to say that the engine light was not on or that the car was not making unrecognizable sounds.  
7. The car did in fact leave MINI Alexandria with high tire pressure and low fluids.  The engine light was on when leaving MINI Alexandria- Daniel cannot dispute this fact. 
8. Again, Daniel R[redacted] was not working the service department at the time the car was brought.  He therefore cannot speak on behalf of the service attendant I worked with.  The service attendant was asked to have the car inspected prior to the trip.  My girlfriend was present during the conversation with the attendant and is able to corroborate this response.  
9. Daniel R[redacted] is again confused with the chronology of this incident. The car was brought in for inspection in Ohio immediately after the issues became apparent, not before the drive to Ohio. 
This missed detail is quite alarming.  The distortion of the facts on multiple accounts in turn demonstrates that Daniel R[redacted] is not credible.  Beginning with the obviousness of offering a rental car to this last point, Daniel R[redacted] is searching for answers and his tale of lies and deception have been exposed.  
In conclusion, I am prepared to settle this issue.  If MINI of Alexandria were to put forward $1,500 then this matter can be finally resolved. I have exhausted all means to settle this case- discussing the case with MINI Alexandria, MINI North America, and now Revdex.com- and small claims court is the last option.  It should be noted for Daniel R[redacted]'s understanding that an offer to settle does not demonstrate guilt. 
Thank you for your time; I look forward to receiving a call to settle this matter. I can be reached at ###-###-####.  
[redacted] 
 
In response to Revdex.com and Mr. [redacted] (complaint ID [redacted]):1. That Daniel R[redacted] and MINI of Alexandria lies when they promised to pay for myrental car bil!a. In Mr. [redacted]'s original letter he quotes me as saying “for the time being get a rental car and we will see how we can help with the rental bill". Using Mr. [redacted]'s information on the exchange there was no "promise" made for rental reimbursement. It's important to note that this conversation happened prior to an investigation into the incident by our department.2. That Daniel R[redacted] and MINI of Alexandria knew that I relied on them paying formy rental billa. Again, our conversation happened prior to the investigation. We indicatedwe would do what we can after the investigation with regards to the bill. The investigation produced no information that MINI of Alexandria caused or knew of the issues that caused Mr. [redacted]'s vehicle to fail3. That general manager of MINI of Alexandria used obscene language when speakingto mea. In Mr. [redacted]'s original complaint to the Revdex.com he never mentions Mr.H[redacted] using obscene language. In addition, Mr. [redacted] contacted MINI NA and also never mentioned obscene language.4. That the MINI Cooper in question was making an unrecognizable engine soundsupon being releaseda. There were no "unrecognizable engine sounds" upon release of the vehicleto Mr. [redacted] from MINI of Alexandria5. That the car had unsafe tire pressure and fluid levels upon being released from MINIof Alexandriaa. There were no indications of low fluids or tire pressure upon release ofvehicle from MINI of Alexandria. Mr. [redacted]'s vehicle has a tire monitoring system that monitors tire pressure. Consequently, if the tire pressures were either too low or too high the system would turn on a warning light. Mr [redacted] makes no indication of this light being on and MINI of Alexandria did not observe this light on either. In fact, he only mentions the tire pressure because MINI of Cincinnati told him this information after driving over 500miles.6. That it is MINI policy to not let customers drive away with unsafe vehiclesa. Upon leaving MINI of Alexandria there were no indications of this vehiclebeing unsafe.7. The evaluation completed by MINI of Cincinnati is true.a. The failure to Mr. [redacted]'s timing chain can happen immediately andwithout much warning. When the vehicle was at MINI of Alexandria there were no risks or failures noted or observed. Furthermore, Mr. [redacted] stated that he had the vehicle looked at by another shop immediately after leaving MiNI of Alexandria. He states that the Autozone diagnosed his issue as a “Camshaft position sensor, a part related to the timing chain". Mr. [redacted] then proceeded to drive over 500 miles aware of this information. If Mr. [redacted] was truly concerned about his safety as he indicated, should he have proceeded with a long road trip with apparent confirmation that his vehicle was failing?In closing, MINI of Alexandria is known for delivering quality to work on all MINI vehicles both old and new. We pride ourselves on delivering quality work to all our customers and when mistakes are made we promptly do what's right to correct the mistake. In this case there is no information to show otherwise. Mr. [redacted] has shown inconsistency in his account of the events and his apparent concern for his safety.a. Mr. [redacted] stated that he brought his vehicle in to get checked for safety because hewas going on a trip. Attached is the original repair order for his visit. He never requests or mentions any other concerns or requests other than a very specific concern regarding his heating system.b. Mr. [redacted] states MINI of Alexandria released this vehicle in an unsafe state andtherefore should be responsible for the failures that occurred and the related expenses. However, according to Mr. [redacted] he was told by another shop that he did have issues with his vehicle. He then proceeded to drive at least 500 miles knowing that he had an issue with his vehicle. According to Mr. [redacted], he did not contact MINI of Alexandria about these concerns until after he had taken this apparently unsafe vehicle on a 500 mile road trip.An investigation into the incident showed no signs of failures to Mr. [redacted]'s vehicle prior to it being released. The check engine light on his vehicle was on due to the new thermostatput into his vehicle. This “check engine light” system monitors the operation of the thermostat as well as other components. When we replaced the thermostat the light was triggered. After we reviewed the errors that set the check engine light off this is what we concluded.Sincerely,Daniel R[redacted]Service Director, MINI of Alexandria
Regards,
[redacted]

In response to Revdex.com and Mr. [redacted] (complaint ID [redacted]):1. That Daniel R[redacted] and MINI of Alexandria lies when they promised to pay for myrental car bil!a. In Mr. [redacted]'s original letter he quotes me as saying “for the time being get a rental car and we will see how we can help with the rental bill". Using Mr. [redacted]'s information on the exchange there was no "promise" made for rental reimbursement. It's important to note that this conversation happened prior to an investigation into the incident by our department.2. That Daniel R[redacted] and MINI of Alexandria knew that I relied on them paying formy rental billa. Again, our conversation happened prior to the investigation. We indicated we would do what we can after the investigation with regards to the bill. The investigation produced no information that MINI of Alexandria caused or knew of the issues that caused Mr. [redacted]'s vehicle to fail3. That general manager of MINI of Alexandria used obscene language when speaking to mea. In Mr. [redacted]'s original complaint to the Revdex.com he never mentions Mr. H[redacted] using obscene language. In addition, Mr. [redacted] contacted MINI NA and also never mentioned obscene language.4. That the MINI Cooper in question was making an unrecognizable engine sounds upon being releaseda. There were no "unrecognizable engine sounds" upon release of the vehicle to Mr. [redacted] from MINI of Alexandria5. That the car had unsafe tire pressure and fluid levels upon being released from MINI of Alexandriaa. There were no indications of low fluids or tire pressure upon release of vehicle from MINI of Alexandria. Mr. [redacted]'s vehicle has a tire monitoring system that monitors tire pressure. Consequently, if the tire pressures were either too low or too high the system would turn on a warning light. Mr [redacted] makes no indication of this light being on and MINI of Alexandria did not observe this light on either. In fact, he only mentions the tire pressure because MINI of Cincinnati told him this information after driving over 500 miles.6. That it is MINI policy to not let customers drive away with unsafe vehiclesa. Upon leaving MINI of Alexandria there were no indications of this vehicle being unsafe.7. The evaluation completed by MINI of Cincinnati is true.a. The failure to Mr. [redacted]'s timing chain can happen immediately and without much warning. When the vehicle was at MINI of Alexandria there were no risks or failures noted or observed. Furthermore, Mr. [redacted] stated that he had the vehicle looked at by another shop immediately after leaving MiNI of Alexandria. He states that the Autozone diagnosed his issue as a “Camshaft position sensor, a part related to the timing chain". Mr. [redacted] then proceeded to drive over 500 miles aware of this information. If Mr. [redacted] was truly concerned about his safety as he indicated, should he have proceeded with a long road trip with apparent confirmation that his vehicle was failing?In closing, MINI of Alexandria is known for delivering quality to work on all MINI vehicles both old and new. We pride ourselves on delivering quality work to all our customers and when mistakes are made we promptly do what's right to correct the mistake. In this case there is no information to show otherwise. Mr. [redacted] has shown inconsistency in his account of the events and his apparent concern for his safety.a. Mr. [redacted] stated that he brought his vehicle in to get checked for safety because he was going on a trip. Attached is the original repair order for his visit. He never requests or mentions any other concerns or requests other than a very specific concern regarding his heating system.b. Mr. [redacted] states MINI of Alexandria released this vehicle in an unsafe state and therefore should be responsible for the failures that occurred and the related expenses. However, according to Mr. [redacted] he was told by another shop that he did have issues with his vehicle. He then proceeded to drive at least 500 miles knowing that he had an issue with his vehicle. According to Mr. [redacted], he did not contact MINI of Alexandria about these concerns until after he had taken this apparently unsafe vehicle on a 500 mile road trip.An investigation into the incident showed no signs of failures to Mr. [redacted]'s vehicle prior to it being released. The check engine light on his vehicle was on due to the new thermostat put into his vehicle. This “check engine light” system monitors the operation of the thermostat as well as other components. When we replaced the thermostat the light was triggered. After we reviewed the errors that set the check engine light off this is what we concluded.Sincerely,Daniel R[redacted]Service Director, MINI of Alexandria

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1. Please see the attached document. Daniel R[redacted] clearly intended on paying for my rental car. He directed me to drive to the Cincinnati Airport and to visit a particular car rental company. Taken from the attached document, Daniel R[redacted] said, "can you go to [redacted]." 2.  See above. A reasonable person would understand Daniel R[redacted]'s texts to mean that he would be paying for the rental car. Either Daniel R[redacted] was motivated by trickery and deceit when asked me to drive to Cincinnati Airport or he actually intended to pay for the rental car. Thoughts, Daniel? 3. There is no indication in the text messages that an investigation needed to be completed before assisting with any rental car payment. 4. Daniel R[redacted] was not present during the conversation with H[redacted].  My girlfriend and her mother, brother, and sister were present during the conversation and heard David use obscene language. They are prepared to corroborate this response. 5. & 6. Daniel R[redacted] is a manager and not a mechanic.  He is not stationed in the garage at MINI of Alexandria and did not work on the MINI in question the day of the incident.  He is not in a position to say that the engine light was not on or that the car was not making unrecognizable sounds.  7. The car did in fact leave MINI Alexandria with high tire pressure and low fluids.  The engine light was on when leaving MINI Alexandria- Daniel cannot dispute this fact. 8. Again, Daniel R[redacted] was not working the service department at the time the car was brought.  He therefore cannot speak on behalf of the service attendant I worked with.  The service attendant was asked to have the car inspected prior to the trip.  My girlfriend was present during the conversation with the attendant and is able to corroborate this response.  9. Daniel R[redacted] is again confused with the chronology of this incident. The car was brought in for inspection in Ohio immediately after the issues became apparent, not before the drive to Ohio. This missed detail is quite alarming.  The distortion of the facts on multiple accounts in turn demonstrates that Daniel R[redacted] is not credible.  Beginning with the obviousness of offering a rental car to this last point, Daniel R[redacted] is searching for answers and his tale of lies and deception have been exposed.  In conclusion, I am prepared to settle this issue.  If MINI of Alexandria were to put forward $1,500 then this matter can be finally resolved. I have exhausted all means to settle this case- discussing the case with MINI Alexandria, MINI North America, and now Revdex.com- and small claims court is the last option.  It should be noted for Daniel R[redacted]'s understanding that an offer to settle does not demonstrate guilt. Thank you for your time; I look forward to receiving a call to settle this matter. I can be reached at ###-###-####.  [redacted]  
In response to Revdex.com and Mr. [redacted] (complaint ID [redacted]):1. That Daniel R[redacted] and MINI of Alexandria lies when they promised to pay for myrental car bil!a. In Mr. [redacted]'s original letter he quotes me as saying “for the time being get a rental car and we will see how we can help with the rental bill". Using Mr. [redacted]'s information on the exchange there was no "promise" made for rental reimbursement. It's important to note that this conversation happened prior to an investigation into the incident by our department.2. That Daniel R[redacted] and MINI of Alexandria knew that I relied on them paying formy rental billa. Again, our conversation happened prior to the investigation. We indicatedwe would do what we can after the investigation with regards to the bill. The investigation produced no information that MINI of Alexandria caused or knew of the issues that caused Mr. [redacted]'s vehicle to fail3. That general manager of MINI of Alexandria used obscene language when speakingto mea. In Mr. [redacted]'s original complaint to the Revdex.com he never mentions Mr.H[redacted] using obscene language. In addition, Mr. [redacted] contacted MINI NA and also never mentioned obscene language.4. That the MINI Cooper in question was making an unrecognizable engine soundsupon being releaseda. There were no "unrecognizable engine sounds" upon release of the vehicleto Mr. [redacted] from MINI of Alexandria5. That the car had unsafe tire pressure and fluid levels upon being released from MINIof Alexandriaa. There were no indications of low fluids or tire pressure upon release ofvehicle from MINI of Alexandria. Mr. [redacted]'s vehicle has a tire monitoring system that monitors tire pressure. Consequently, if the tire pressures were either too low or too high the system would turn on a warning light. Mr [redacted] makes no indication of this light being on and MINI of Alexandria did not observe this light on either. In fact, he only mentions the tire pressure because MINI of Cincinnati told him this information after driving over 500miles.6. That it is MINI policy to not let customers drive away with unsafe vehiclesa. Upon leaving MINI of Alexandria there were no indications of this vehiclebeing unsafe.7. The evaluation completed by MINI of Cincinnati is true.a. The failure to Mr. [redacted]'s timing chain can happen immediately andwithout much warning. When the vehicle was at MINI of Alexandria there were no risks or failures noted or observed. Furthermore, Mr. [redacted] stated that he had the vehicle looked at by another shop immediately after leaving MiNI of Alexandria. He states that the Autozone diagnosed his issue as a “Camshaft position sensor, a part related to the timing chain". Mr. [redacted] then proceeded to drive over 500 miles aware of this information. If Mr. [redacted] was truly concerned about his safety as he indicated, should he have proceeded with a long road trip with apparent confirmation that his vehicle was failing?In closing, MINI of Alexandria is known for delivering quality to work on all MINI vehicles both old and new. We pride ourselves on delivering quality work to all our customers and when mistakes are made we promptly do what's right to correct the mistake. In this case there is no information to show otherwise. Mr. [redacted] has shown inconsistency in his account of the events and his apparent concern for his safety.a. Mr. [redacted] stated that he brought his vehicle in to get checked for safety because hewas going on a trip. Attached is the original repair order for his visit. He never requests or mentions any other concerns or requests other than a very specific concern regarding his heating system.b. Mr. [redacted] states MINI of Alexandria released this vehicle in an unsafe state andtherefore should be responsible for the failures that occurred and the related expenses. However, according to Mr. [redacted] he was told by another shop that he did have issues with his vehicle. He then proceeded to drive at least 500 miles knowing that he had an issue with his vehicle. According to Mr. [redacted], he did not contact MINI of Alexandria about these concerns until after he had taken this apparently unsafe vehicle on a 500 mile road trip.An investigation into the incident showed no signs of failures to Mr. [redacted]'s vehicle prior to it being released. The check engine light on his vehicle was on due to the new thermostatput into his vehicle. This “check engine light” system monitors the operation of the thermostat as well as other components. When we replaced the thermostat the light was triggered. After we reviewed the errors that set the check engine light off this is what we concluded.Sincerely,Daniel R[redacted]Service Director, MINI of Alexandria
Regards,
[redacted]

In response to 03/11/16 complaint to Revdex.com for customer [redacted]:1) Mr. [redacted]'s was billed for a thermostat repair and paid $558.102) Mr. [redacted] came to MINI of Alexandria to repair a coolant leak. He indicates this on his1)2)initial repair order. The symptoms he was complaining...

about were a) no heat b) coolant level being depletedAfter inspecting the vehicle we found a thermostat leaking on his vehicle. The thermostat failure is consistent with the symptoms that Mr. [redacted] was experiencing. No heat and coolant levels depleting are consistent with a failing/leaking thermostat. Thus we addressed and repaired the issues that Mr. [redacted] was complaining about. At no time did Mr. [redacted] indicate he was experiencing any of the symptoms related to a timing chain failure.When Mr. [redacted] came to pick up his vehicle he indicated that his service engine soon light was on. Upon further investigation we found the light to be on because of the failing thermostat. The light just needed to be reset. The repair for the thermostat had been completed and the light had not been cleared.Mr. [redacted] drove over 800 miles after leaving our facility when he experienced a failure with his timing chain. MINI of Alexandria never saw any indications of this timing chain issue. We were never asked to address a timing chain issue. We never saw an symptoms of a timing issue. The fact that Mr. [redacted] drove 800 miles before the failure is further evidence that this issue was not present while we were repairing this vehicle.Mr. [redacted]'s vehicle is 7 years old with almost 100k miles. There is simply no way to predict what issues will happen with his vehicle.Passport M.INI of Alexandria would gladly repair any items we notice failing on a vehicle. This is our business and foundation of our revenue source. Mr. [redacted]'s claim that we chose not to repair this failure is simply false and clearly an attempt to recover some of the costs of repairing his vehicle. For example, Mr. [redacted] is asking for $3200 reimbursement. This request is invalid for the following reasons:Passport MINI was never asked to repair the timing chainPassport MINI never observed any of the symptoms associated with a timing chain failure. 3) Mr. [redacted] drove his vehicle 800 miles after his visit with Passport before this unrelatedfailure4) Mr. [redacted] would have had to pay for the timing chain if it was failing while in our possession and therefore a request for reimbursement is without foundationPassport MINI disputes the referenced complaint based off of the listed facts of the transaction.Sincerely,Daniel R[redacted]

Review: I took my car into the dealership for a routine service check - oil change etc as it was due (on 3/20/2014). My windshield wiper had also been acting up on the passenger side and due to the rain and weather I wanted that fixed as well. After waiting for two hours I came out to see my new clean car all ready to go. I stepped outside to see my car waiting and it had MASSIVE scratches all over the sunroof area quite deep and over 6 inches long and some even running the entire length of my roof - at least 4 of them. In taking a closer look at my car I also saw strange square shaped indentations on my windshield and down the side panel of the driver's side. I take excellent care of my car and had obviously just been driving in two hours before so would have noticed these things. When talking to the service consultant, **. [redacted], he was very understanding and told me that while there was no proof the damage had not been there before they would fix the roof for me at a later time as it needed to be done by an outside individual. I was told to call over the weekend to schedule a time for next week. I made sure to document all of the damage to my car before leaving the dealership and let them know that I did have some photos of my car from before it was taken to the shop that I would be happy to share with them if proof was what they needed. I have photos of my car covered in snow from just a few days before - and while they are from a distance you can see that this damage was not present. I called later that day to schedule an appointment and was told to call again the following Tuesday (3/25/2014) in the morning to see if the car could be dropped off that afternoon. When I called on Tuesday I was told that due to the rainy weather expected that it would not be an ideal time to re-paint the roof and I would get a call the next day. Wednesday I did not receive a call. Thursday I called again in the morning and asked if I would be able to drop my car off that afternoon - again - due to weather and expected snow it was not an ideal time. I was told to call/come in on Monday and the problems would be fixed. This morning, 3/31/2014, I dropped off my vehicle. Things were taken care of swiftly and I was pleased. I pointed out the damage done to the side panel by the driver's side window and now was told that that would not be fixed because it was a plastic piece. I also pointed out the strange indentations on the windshield that I have described and was told that the windshield wiper replacement could not have done that and it was strange indeed - with no promised to remedy the situation. After driving back to work in a loaner vehicle I called the General Manager to discuss my situation. After explaining to him the timeline and damage he asked me "How long did we have you vehicle?" To which I replied, "Two hours". He then asked me "And how do you think we could've done that damage to your roof in that amount of time". I was absolutely flabbergasted by this response; this is how I am treated as a customer going in looking for my car to be repaired? Soon after [redacted] called me back saying that he had seen the damage and they would be repairing the roof as well as the plastic side panel I indicated was damaged and asked me if there was anything else. I alerted him to the problems on the windshield and he said he would look. At this point I did not hear back from him or anyone from Mini until I called them on Wednesday 4/2/2014 asking about my car’s status. After many missed calls with my service representative, **. [redacted], I was alerted that the car would be ready in the morning. I asked if the roof, side panel and windshield were repaired to which I was told nothing could be done about the windshield. To me this was an unacceptable answer but I wanted to deal with the management staff the next day. Around 9am on 4/3/2014 I received a call from **. [redacted] telling me my car was ready. I had already begun work for the day so needed to wait until after 4:30pm to pick up my car. I brought a colleague along with me to serve as witness to the treatment I had received as well as bear witness to the state of my car. This particular colleague had ridden in the car with me just a day before I dropped my car off for its original service appointment two weeks prior. After seeing my car outside alone with my colleague, we stepped inside and requested the service individual I had been working with. **. [redacted], walk the car with us. I pointed out that the windshield and b plastic panel were still damaged from the original incident and he said he needed to get his manager. I was approached by **. [redacted], the service director for the dealership, who let me know that there was no way that their car wash could have done that to my car as they see hundreds of cars a day and none were ever scratched. I said I understood his perspective but detailed how my car had looked prior to the appointment and was not claiming it was the car wash as none of us were there to witness the incident it is impossible to determine the cause of the damage but it was in fact done there and the windshield needed to be replaced. After many minutes of discussing our individual perspectives **. [redacted] refused to take responsibility for the damage but did sign off on my final invoice for the work done that he did acknowledge and see the damage that remained. I was told multiple times that the work they did do was a courtesy to me as there was no way to “prove” it happened there. I let him know that I would be seeking outside counsel and would be following up with my complaint. I was simply trying to restore my car to the condition that it was in when I dropped it off that day to get service and I expected better treatment from a dealership that I had bought my car from not even a year before.Desired Settlement: I would like my scratched windshield replaced with a new one - as that was the condition prior to my appointment on 3/20/2014 as well as the B pillar on my driver's side - as **. [redacted] signed off that they were still damaged at the time of my car return on 4/3/2014.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,