Mini of Austin

Thank you for the opportunity to assist, we have serviced this vehicle before however we have not seen the vehicle since and do not have any communication regarding clear coat issues The vehicle was not originally purchased at MINI of Austin so we would not have had the opportunity to offer any type of exterior paint protection on the vehicle We would be happy to review the issue that the client is expressing concern with and can set up an appointment to do so, if the defect is a clear coat issue from the manufacturer and the vehicle is under factory warranty we would be happy to assist with a resolution If the vehicle is out of the manufacturer warranty or the issue is not due to a paint flaw we would be able to recommend a body shop or specialized vendor who can restore the clear coat We have searched through our incoming calls and have not been able to locate a call dialogue from the number listed and extend our apology for that We look forward to the opportunity to assist and helping this client find a resolution to their concernThank you- [redacted] MINI of Austin

From: [redacted] , [redacted] [mailto: [redacted] ] Sent: Friday, January 08, 7:PM To: info Subject: RE: Revdex.com - You have a New Message from Revdex.com Regarding Complaint # [redacted] ? Good afternoon, This vehicle came into our service department with body damage.? We were told by MINI USA that it would need to be investigated by their investigative team.? We were not told of the findings in the investigation, but were asked to send the vehicle to Round Rock Collision Center for repairs.? We have performed no service or repair to the vehicle and it has been at the collision center since September Once the vehicle was back at the collision center they were given authorization from someone to start repairing the vehicle.? The problem that Round Rock Collision Center and MINI of Austin is experiencing is that the manufacturer has not been able to provide a replacement part for repair.? We have had the part in question on order with MINI USA since October and have not been able to get one from the manufacturer? BMW North America is aware of our requests for parts but is unable to fulfill our requestMINI of Austin or Round Rock Collision Center has no control when MINI USA can provide the part needed to complete the repairMINI of Austin is not involved with the repair of this vehicle as we do not repair body damage.? MINI USA is where the replacement part will come from and not MINI of AustinMINI of Austin has no documentation regarding the investigation performed by MINI USA and will not receive any documentation ? At this point MINI of Austin will cease any communication with Ms [redacted] as per advice given

MINI of Austin disputes the complaint against us from [redacted] *** The customer requested that we pay for the part and labor despite being out of warrantyThe timing chain failed as a result of the tensioner failing There are several reasons that the lifespan of a tensioner can vary Since the vehicle is out of warranty and no longer qualifys to be warranted for failing parts, MINI of Austin went above and beyond by seeking goodwill at 50% from the manufacturer on the customer's behalf

Complaint: [redacted] I am rejecting this response because: This is not an "insurance" issue Insurance is NOT a part of this at all right now Insurance has to do with WHO is paying for the repairs (IF Mini of Austin ever obtains parts to fix it) and who isn't ***'s response does not address the FAULT in the issues relating to selling an unsafe vehicle, not providing assistance during the in ability to acquire parts for the vehicle, and not communicating respectfully with the paying customer BMW North America has specifically implicated Mini of Austin as being irresponsible for the lack of response, for the lack of trying to get a part and for the disruption in service To have both Mini-Austin AND BMW North America continue to offset responsibility onto one another while no one addresses or takes care of the paying customer is not acceptable, it's not responsible as a business and consumer rights are being ignored at this pointI still - after FIVE months - DO NOT have a car I still have been given NO documentation about the investigation, about the repairs, about the parts ordered and the status of, or anything else I've also not received a courteous phone call from Mini of Austin since back in November [redacted] has completely washed his hands of this, refuses to respond to emails / calls and I'm essentially left with no one to advocate the right ethical business choices be made I have paid for a lease of a vehicle sold to me by Mini of Austin for months while it sits in their repair shop in pieces Regards, [redacted]

From: ***,*** [mailto:***] Sent: Friday, January 08, 7:PMTo: info Subject: RE: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #*** Good afternoon, This vehicle came into our service department with body damage. We were told by MINI USA that it would need to be investigated by their investigative team. We were not told of the findings in the investigation, but were asked to send the vehicle to Round Rock Collision Center for repairs. We have performed no service or repair to the vehicle and it has been at the collision center since September Once the vehicle was back at the collision center they were given authorization from someone to start repairing the vehicle. The problem that Round Rock Collision Center and MINI of Austin is experiencing is that the manufacturer has not been able to provide a replacement part for repair. We have had the part in question on order with MINI USA since October and have not been able to get one from the manufacturer BMW North America is aware of our requests for parts but is unable to fulfill our requestMINI of Austin or Round Rock Collision Center has no control when MINI USA can provide the part needed to complete the repairMINI of Austin is not involved with the repair of this vehicle as we do not repair body damage. MINI USA is where the replacement part will come from and not MINI of AustinMINI of Austin has no documentation regarding the investigation performed by MINI USA and will not receive any documentation At this point MINI of Austin will cease any communication with Ms*** as per advice given

Thank you for the opportunity to assist, we have serviced this vehicle before however we have not seen the vehicle since and do not have any communication regarding clear coat issues. The vehicle was not originally purchased at MINI of Austin so we would not have had the opportunity to
offer any type of exterior paint protection on the vehicle. We would be happy to review the issue that the client is expressing concern with and can set up an appointment to do so, if the defect is a clear coat issue from the manufacturer and the vehicle is under factory warranty we would be happy to assist with a resolution. If the vehicle is out of the manufacturer warranty or the issue is not due to a paint flaw we would be able to recommend a body shop or specialized vendor who can restore the clear coat. We have searched through our incoming calls and have not been able to locate a call dialogue from the number listed and extend our apology for that. We look forward to the opportunity to assist and helping this client find a resolution to their concern. Thank you- *** ***
*** ***MINI of Austin

Thank you for the opportunity to assist, we have serviced this vehicle before however we have not seen the vehicle since and do not have any communication regarding clear coat issues. The vehicle was not originally purchased at MINI of Austin so we would not have had the opportunity to
offer any type of exterior paint protection on the vehicle. We would be happy to review the issue that the client is expressing concern with and can set up an appointment to do so, if the defect is a clear coat issue from the manufacturer and the vehicle is under factory warranty we would be happy to assist with a resolution. If the vehicle is out of the manufacturer warranty or the issue is not due to a paint flaw we would be able to recommend a body shop or specialized vendor who can restore the clear coat. We have searched through our incoming calls and have not been able to locate a call dialogue from the number listed and extend our apology for that. We look forward to the opportunity to assist and helping this client find a resolution to their concern
Thank you-
*** ***
*** ***
MINI of Austin

From: ***,*** [mailto:***] Sent: Friday, January 08, 7:PM To: info Subject: RE: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #*** ? Good afternoon, This vehicle came into our service department with body damage.? We were told by MINI USA that it would need to be investigated by their investigative team.? We were not told of the findings in the investigation, but were asked to send the vehicle to Round Rock Collision Center for repairs.? We have performed no service or repair to the vehicle and it has been at the collision center since September Once the vehicle was back at the collision center they were given authorization from someone to start repairing the vehicle.? The problem that Round Rock Collision Center and MINI of Austin is experiencing is that the manufacturer has not been able to provide a replacement part for repair.? We have had the part in question on order with MINI USA since October and have not been able to get one from the manufacturer? BMW North America is aware of our requests for parts but is unable to fulfill our requestMINI of Austin or Round Rock Collision Center has no control when MINI USA can provide the part needed to complete the repairMINI of Austin is not involved with the repair of this vehicle as we do not repair body damage.? MINI USA is where the replacement part will come from and not MINI of AustinMINI of Austin has no documentation regarding the investigation performed by MINI USA and will not receive any documentation ? At this point MINI of Austin will cease any communication with Ms*** as per advice given

Complaint: ***
I am rejecting this response because:
This is not an "insurance" issue.? Insurance is NOT a part of this at all right now.? Insurance has to do with WHO is paying for the repairs (IF Mini of Austin ever obtains parts to fix it) and who isn't.? ***'s? response does not address the FAULT in the issues relating to selling an unsafe vehicle, not providing assistance during the in ability to acquire parts for the vehicle, and not communicating respectfully with the paying customer.? BMW North America has specifically implicated Mini of Austin as being irresponsible for the lack of response, for the lack of trying to get a part and for the disruption in service.? To have both Mini-Austin AND BMW North America continue to offset responsibility onto one another while no one addresses or takes care of the paying customer is not acceptable, it's not responsible as a business and consumer rights are being ignored at this point.I still - after FIVE months - DO NOT have a car.? I still have been given NO documentation about the investigation, about the repairs, about the parts ordered and the status of, or anything else.? I've also not received a courteous phone call from Mini of Austin since back in November.? ? *** has completely washed his hands of this, refuses to respond to emails / calls and I'm essentially left with no one to advocate the right ethical business choices be made.? I have paid for a lease of a vehicle sold to me by Mini of Austin for months while it sits in? their repair shop in pieces.?
Regards,
*** ***

From: [redacted],[redacted] [mailto:[redacted]] Sent: Friday, January 08, 2016 7:24 PM To: info <[email protected]> Subject: RE: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]   Good afternoon, This vehicle came into our service department with body damage.  We were told by MINI USA that it would need to be investigated by their investigative team.  We were not told of the findings in the investigation, but were asked to send the vehicle to Round Rock Collision Center for repairs.  We have performed no service or repair to the vehicle and it has been at the collision center since September 2015. Once the vehicle was back at the collision center they were given authorization from someone to start repairing the vehicle.  The problem that Round Rock Collision Center and MINI of Austin is experiencing is that the manufacturer has not been able to provide a replacement part for repair.  We have had the part in question on order with MINI USA since October 2015 and have not been able to get one from the manufacturer.  BMW North America is aware of our requests for parts but is unable to fulfill our request. MINI of Austin or Round Rock Collision Center has no control when MINI USA can provide the part needed to complete the repair. MINI of Austin is not involved with the repair of this vehicle as we do not repair body damage.  MINI USA is where the replacement part will come from and not MINI of Austin. MINI of Austin has no documentation regarding the investigation performed by MINI USA and will not receive any documentation.  At this point MINI of Austin will cease any communication with Ms. [redacted] as per advice given.

Thank you for the opportunity to assist, we have serviced this vehicle before however we have not seen the vehicle since 2015 and do not have any communication regarding clear coat issues.  The vehicle was not originally purchased at MINI of Austin so we would not have had the opportunity to...

offer any type of exterior paint protection on the vehicle.   We would be happy to review the issue that the client is expressing concern with and can set up an appointment to do so, if the defect is a clear coat issue from the manufacturer and the vehicle is under factory warranty we would be happy to assist with a resolution.  If the vehicle is out of the manufacturer warranty or the issue is not due to a paint flaw we would be able to recommend a body shop or specialized vendor who can restore the clear coat.   We have searched through our incoming calls and have not been able to locate a call dialogue from the number listed and extend our apology for that.  We look forward to the opportunity to assist and helping this client find a resolution to their concern. Thank you- [redacted]
[redacted]MINI of Austin

MINI of Austin is currently trying to help Mr. [redacted] find a solution.  Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:
This is not an "insurance" issue.  Insurance is NOT a part of this at all right now.  Insurance has to do with WHO is paying for the repairs (IF Mini of Austin ever obtains parts to fix it) and who isn't.  [redacted]'s response does not address the FAULT in the issues relating to selling an unsafe vehicle, not providing assistance during the in ability to acquire parts for the vehicle, and not communicating respectfully with the paying customer.  BMW North America has specifically implicated Mini of Austin as being irresponsible for the lack of response, for the lack of trying to get a part and for the disruption in service.  To have both Mini-Austin AND BMW North America continue to offset responsibility onto one another while no one addresses or takes care of the paying customer is not acceptable, it's not responsible as a business and consumer rights are being ignored at this point.I still - after FIVE months - DO NOT have a car.  I still have been given NO documentation about the investigation, about the repairs, about the parts ordered and the status of, or anything else.  I've also not received a courteous phone call from Mini of Austin since back in November.   [redacted] has completely washed his hands of this, refuses to respond to emails / calls and I'm essentially left with no one to advocate the right ethical business choices be made.  I have paid for a lease of a vehicle sold to me by Mini of Austin for 5 months while it sits in their repair shop in pieces. 
Regards,
[redacted]

Complaint: [redacted]
I do not understand why it is acceptable for a timing chain tensioner to go bad just because my car is out of warranty.  The car has only 68,000 miles on it at six
years old, and the timing chain tensioner has only 40,000 miles on it.  Please stop using the expired warranty as a reason why it is a good business practice for me to shoulder any amount of this repair. 
Please enumerate the various reasons why a timing chain tensioner would go bad after only 4 years.  If not, then it is easy to google “timing chain tensioner, mini cooper s 2008” to see the reasons why—the part is defective.  Catastrophic engine failure should not happen every two years.  Please tell me why thisis acceptable and other than me making a ridiculous decision to be a MINI owner—why I should be financially responsible for parts and service that are ineffective and in fact destructive.
And since you want to keep making this about the warranty and not about your poor workmanship and parts, allow me to cite the Honorable
[redacted]’ ruling on the class action lawsuit against BMW/MINI specifically about the timing chain tensioner:
“At this stage, the TSB helps render plausible Plaintiff’s allegations that Defendants knew with certainty the part would fail.  Plaintiffs have also sufficiently alleged
that Defendants limited warranty coverage to exploit this fact and that they unconscionably market the product to uninformed consumers to maximize profits.”
Again, I look forward to hearing your opinion as to the reasons why the timing chain tensioner would fail on my vehicle.  And if you cannot identify a cause, I would like to know why.

Complaint: [redacted]
I am rejecting this response because:
This is not an "insurance" issue.  Insurance is NOT a part of this at all right now.  Insurance has to do with WHO is paying for the repairs (IF Mini of Austin ever obtains parts to fix it) and who isn't.  [redacted]'s response does not address the FAULT in the issues relating to selling an unsafe vehicle, not providing assistance during the in ability to acquire parts for the vehicle, and not communicating respectfully with the paying customer.  BMW North America has specifically implicated Mini of Austin as being irresponsible for the lack of response, for the lack of trying to get a part and for the disruption in service.  To have both Mini-Austin AND BMW North America continue to offset responsibility onto one another while no one addresses or takes care of the paying customer is not acceptable, it's not responsible as a business and consumer rights are being ignored at this point.
I still - after FIVE months - DO NOT have a car.  I still have been given NO documentation about the investigation, about the repairs, about the parts ordered and the status of, or anything else.  I've also not received a courteous phone call from Mini of Austin since back in November.   [redacted] has completely washed his hands of this, refuses to respond to emails / calls and I'm essentially left with no one to advocate the right ethical business choices be made.  I have paid for a lease of a vehicle sold to me by Mini of Austin for 5 months while it sits in their repair shop in pieces. 
Regards,
[redacted]

MINI of Austin disputes the complaint against us from [redacted].  The customer requested that we pay for the part and labor despite being out of warranty. The timing chain failed as a result of the
tensioner failing.  There are several reasons that...

the lifespan of a tensioner can vary.  Since the vehicle is out of warranty and no longer qualifys to be warranted for failing parts, MINI of Austin went above and beyond by seeking goodwill at 50% from the manufacturer on the customer's behalf.