Mini of Loveland

I was in contact with the current dealer performing the repair from the onset and was informed that the failed turbo is covered, a software update will be performed and everything else looks otherwise

Complaint: [redacted] I am rejecting this response because:The turbo was not fully covered by the other dealershipI still had to pay $for the turbo and the labor(can provide a receipt if need be)I would still like the refund of $that was stated in the first response from mini of Loveland so that I can put it towards the credit card I used to pay for the turbo and labor Regards, [redacted]

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Good afternoon, For some reason I wasn't able to respond to this on the websiteI would like the refund of $that mini of Loveland speaks of to put towards the turbo I already had replacedI will still like my complaint to be filed as "dissatisfied" because of how my car was put back together after repairing the turbo bootNo car should be returned to the owner with missing and lose items. -*** ***

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*** *** *** *** *** ** ***Good Afternoon, We received a dispute Notification from Revdex.com in regards to
*** *** I have attached notification for Clarity I have CC’ed our Controller for Clarity as well.I have reviewed her File, reviewing all repairs made at MINI of Loveland. First visit at MINI of Loveland, on 10/23/15Vehicle had scheduled maintenance performed Oil service, vehicle check, spark plugs, brakes Second visit at MINI of Loveland, on 1/22/16Vehicle had Battery replacement Third visit at MINI of Loveland, on 1/27/16Check engine light, Ordered charge air pipe for replacement due to Charge air leak/ oil and airLow boost pressure fault code, found air leak/oil leak in intake system, causing charge air pressure to escape system and lower pressure in engine intake. Forth visit at MINI of Loveland, on 2/4/16, mileage 76,964m RO ***Installed Special ordered Charge air pipe, at Cost to Customer total $226.42, repairing air/oil leak in intake system, thus giving turbo charger all requirements to have the capability of creating specified boost pressure. Fifth Visit at MINI of Loveland, on 4/8/16,Customer stated on First start of the day, vehicle runs rough, High pressure fuel pump failed, replaced under extended warranty on part by MINI at no Cost to Customer.Also re secured air box under hood at no charge to customerVehicle started and Ran as designed after repairs. It is our position that none of the repairs made to *** vehicle VIN *** caused or Influenced Failure of the Turbo Charger Based on customer supplied information in Concern, two repair shops have diagnosed vehicle as Turbo charger waste gate Worn out Wear on the Waste Gate is dependent on driving style and amount of Use. That being said, We would like to offer *** a Refund on repair order *** at Total of $ Based on the Customers statement in Attachment, her concern was still present after repairing visible air/oil leak in the intake system at her expense We should have Provided a Quote on repair/replacement of turbo charger as well as New charge air pipe To provide a Complete diagnoses Statements from technician and service advisor that they informed customer of possible turbo charger wear/worn to limits. OR We Tow the vehicle to MINI of Loveland, and myself, Shop Foreman perform all repairs We could contact MINI USA on her Behalf seeking assistance on repair for Worn out Turbocharger Assistance is factored on oil service history, mileage of vehicle, age of vehicle, nature of failure etc MINI USA may or May not assist in repairing the Concern. Thank you for your time, I don’t see the current mileage of the vehicle at this point. Brad C***Shop ForemanMINI of LovelandByrd Dr.Loveland, CO 80538*** ***

Complaint: ***
I am rejecting this response because:If it is their policy to go over repairs and address questions prior to finalizing repair orders and receiving payment, in order for us to raise questions or issues, we would have expected them to mention the fact that there were substantial repairs needed beyond the catalytic converter replacement. In this case, they did perform repairs without approval in the amount of at least $1600.00. The only reason we paid, was because the service reps would not admit fault and never explained to us that we had any other option. At this point, we have stated several times that the repair center at Mini of Loveland did not follow their own policy and are trying to justify their actions after the fact Also, my phone records show that Mini of Loveland never called us after we dropped off the car So if they never called us, how could they get our approval of the repairs beyond the catalytic convertor? What if the reapirs needed on the mini totaled $16,instead of $1600? At what point is Mini responsible for the fact that they did not contact us?
Regards,
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I was in contact with the current dealer performing the repair from the onset and was informed that the failed turbo is covered, a software update will be performed and everything else looks normal otherwise.

Complaint: [redacted]
I am rejecting this response because:Number one, the service representative was there the evening we came to get the vehicle.  If she had wanted to address our concerns about not having been informed prior to the approximate $1600 of unapproved repairs to the car she had ample opportunity then because we were complaining our case for about 30 minutes with a different service representative.  It was obvious to us that she could hear because she was shaking her head and looked upset while we were talking to the other representative.  Also, the rep we were talking to never once suggested that we bring her over.  According to the response we have received from you today, it sounds as though she is caught between taking responsibility and lying about our consent for the unapproved repairs.  So, based on the above, they want us to make a 50 minute trip each way so someone can lie to our face when they had the opportunity to take care of this face to face when we came in to get the vehicle.  There is no grey area here, it's black and white. Very simply, the service rep told me the car needed a catalytic convertor plus labor.  She said the convertor was about $500 for the part plus an oil change and labor. We showed up to pick up the car and now the bill is $2800.  We asked what the deal was, they explained.  We explained, that the last we heard, we talked about $500 plus or minus $100. The sales rep then said that the catalytic converter alone was $800 and labor was in the $300 range.  That was when we said, $800 for a catatlytic convertor plus $300 for labor plus $100 for an oil change is about $1200 plus or minus $100.  So on the low end that gets us to $1200.  That's where we are coming up with $1600 worth of unauthorized repairs.  Now, if someone would like to point out the fact that they had the car for about a week and why didn't we call to ask if everything was alright and verify that further costs were not being incurred, that was due to the fact that, number one, they told us they had to wait on the cat because they didn't have it in stock.  Number two, there was a three day weekend because there was a holiday.  Number three, customer service had been excellent up until this point and they had provided us with a loaner car that was nicer than our own, so we were pleased up until that point.Regards,[redacted]

Sorry, upon checking found 35% was covered, will send it out today.

I apologize for the lack of response and not sure what happened. We do not perform any services without a clients approval.  That said, looking at the repairs that were needed for the vehicle in order for it  to run properly, I can only assume this is a communication...

issue and not sure why it was not addressed prior to paying.  Speaking with your advisor she states that you both discussed the repairs and you wanted to speak with your husband prior to approving the work needed, which was two days later.I would like to set a meeting up with you, your husband, our advisor and foreman to discuss your vehicle and the repairs.You can reach me directly to schedule.Sincerely Bob C[redacted]S/P Director

Complaint: [redacted]
I am rejecting this response because:The turbo was not fully covered by the other dealership. I still had to pay $1700 for the turbo and the labor(can provide a receipt if need be). I would still like the refund of $226 that was stated in the first response from mini of Loveland so that I can put it towards the credit card I used to pay for the turbo and labor.
Regards,
[redacted]