Initial Business Response /* (1000, 6, 2015/05/20) */
We thank the Revdex.com for the opportunity to address this concern and correct the misinformation
While the clients comments are unfortunately mostly & misleading, due in large part to her perhaps not understanding her lease
agreement as well as timelines stated in those discussions, we will focus on the facts herein
Every lease, from every manufacturer, has a lease disposition fee for the return portion of the leaseThis fee varies greatly by manufacturerMINI's return fee is only $Some manufacturers are over $500, some over $Not only was this lease disposition fee clearly spelled out in her lease documents that she signed & agreed to in numerous places at inception of her lease, this fee is a course of business in leasing a vehicle in the automotive industry
Our sales manager *** never at any time promised that she would have this waived but instead stated that he would be happy to see if he could affect a better outcome for her and stated that it takes time as it was a unusual requestStated as well that she will still receive the letter about the disposition fee as its auto generated from MINI, not from our store, the second we submit that the car has been returned
At each step the client was updated and reminded that we were trying on her behalf but that its a decision of the manufacturer ultimately not our storeThese things take time for the approval submission, process, discussion and decision
The client was asking for something outside of the norm and our store was more than willing to go above that norm to assist her as proven by our efforts as well as the outcome achievedWe continued to explain this and thank her for her patienceThe days she noted leaving messages for *** he was out of the store at meetings abd our records indicate, as all communication is recorded, that he did return her call promptly upon his return
In fact before we received this notice, this issue was already closed outThe client was called by *** on 5/with the great news that he was able to get this request approved due to the circumstancesAs well he forwarded her a copy of the approval letter, then discussed that it may still take a few weeks for her to receive the credit on the account
It is unfortunate that from the clients notes to your office that she does not appreciate the efforts of our store, or the time involved to affect a change in a normally otherwise not negotiable term on her legally binding contract
We have many accoladates from thousands of our ecstatic loyal MINI clients,as well as numerous customer service awards won, proving we are great with our customer service with happy clients daily who love their Motorwerks MINI experience
We would be more than happy to provide your offices with copies of this clients signatures on the documents pertaining to her lease end obligations
As well we can gather and provide lease documents from any other car manufacturer as evidence that the fee she wanted to refute at lease end is commonplace in all leases
Thank you for the opportunity to correct the facts herein and please contact me if you would like copies of any of these documents for your records
Initial Business Response /* (1000, 6, 2015/06/10) */
Motorwerks MINI thanks the Revdex.com for the opportunity to address this concern & provide the following facts
When the clients vehicle was to be traded in the oustate client did not have with the required title to properly transfer the
vehicle to the dealership at that timeIt is contrary our polioy for a client to leave a sale vehicle at our facility unless they have provided us with the title before leavingWe made an exception to this client due to the distance he lived from the dealership and his assurances that the title would be sent to us as soon as he returned homeFor which he fulfilled this wonderfully
Once the dealership received the title from the client, who had kindly Fed-Ex'd it to us, the process started as of the date of receipt of the title in our business offices, which are not located onsite at the MINI store but at our Bloomington local and as such, depending on date of receipt, may have been delayed due to holiday or weekend
Before this issue was sent from your offices to our dealership we had already connected with this consumer and he has been made whole on this payment in full with Ftracking proof of receipt
When the consumer brought the concern on his payment to my attention we immediately canceled out the original payment as he stated he had not received it, to which we can provide proof of the original check to the consumer under seperate cover to your offices if you would like
We then immediately processed & Fed-Ex'd out, via overnight delivery with delivery set up for the next morning, before 10:a.m.delivery selected, providing the client with these detailsFollowing up online with Ftracking and verifying with the client that he did receive this payment from overnight Fed-Ex
We have apologized to this client for any misunderstanding of our accounting processExplaining to the client that our process is 7-business days for the paperwork to go through the proper channels and accounting before any payment is sentWe have followed this process for more than years in business and is the same as most other dealerships
To answer to the notes on his belief that the vehicle was sold because it was not on the website please review the following
The clients vehicle our store purchased would not have been listed for sale that quickly as they first have to have the title,in our title office during business hours, to process in a "Hold for Resale" and we were not provided with the title initially thus delaying those stepsIn addition there was a holiday involved for which we were closed, our business offices are only open during the weekday
Once the title received & proper notations completed as well as confirmed with the State, vehicles then are scheduled to go through a mechanical inspection with our shop, then detailing before it would be posted to the website...if its a vehicle we were keeping and not wholesaling
That the clients car sold to us was not on the website immediately is not unusual given the above details and is not a true indicator of the sale status of any car nor anything that should be considered a complaintWe are not sure why it is even notedAs well the moment we click on the State website to place a "hold for resale" on any car we are going to have for sale,we are then legally able to sell it, retail or wholesale, without any requirement to post it online at anytime
We thank your offices for the opportunity to respond to this concern with the above informationWe are happy to provide any additional details your office maybe seekingWe truly hope to have a better relationship with this client in the future
Initial Consumer Rebuttal /* (2000, 8, 2015/06/11) */
They made the payment after I filed the complaint so I consider it closed
Thank you so muchYour presence as an organization really made a difference
We are unable to mail funds until we have a lien release from the bankWe had paid the trade off in a timely manner and the bank was slow to get it to usWe have received it and have overnighted the checkPlease feel free to call me if you have any questionsBob
***###-###-####
Motorwerks MIni
I am in contact with [redacted]. While we don't feel she was mislead we want to make her happy. I am going to offer her extended maintenance as she thought she received with the car. We have a call scheduled at 3pm CST.
Initial Business Response /* (1000, 6, 2015/05/20) */
We thank the Revdex.com for the opportunity to address this concern and correct the misinformation
While the clients comments are unfortunately mostly & misleading, due in large part to her perhaps not understanding her lease
agreement as well as timelines stated in those discussions, we will focus on the facts herein
Every lease, from every manufacturer, has a lease disposition fee for the return portion of the leaseThis fee varies greatly by manufacturerMINI's return fee is only $Some manufacturers are over $500, some over $Not only was this lease disposition fee clearly spelled out in her lease documents that she signed & agreed to in numerous places at inception of her lease, this fee is a course of business in leasing a vehicle in the automotive industry
Our sales manager *** never at any time promised that she would have this waived but instead stated that he would be happy to see if he could affect a better outcome for her and stated that it takes time as it was a unusual requestStated as well that she will still receive the letter about the disposition fee as its auto generated from MINI, not from our store, the second we submit that the car has been returned
At each step the client was updated and reminded that we were trying on her behalf but that its a decision of the manufacturer ultimately not our storeThese things take time for the approval submission, process, discussion and decision
The client was asking for something outside of the norm and our store was more than willing to go above that norm to assist her as proven by our efforts as well as the outcome achievedWe continued to explain this and thank her for her patienceThe days she noted leaving messages for *** he was out of the store at meetings abd our records indicate, as all communication is recorded, that he did return her call promptly upon his return
In fact before we received this notice, this issue was already closed outThe client was called by *** on 5/with the great news that he was able to get this request approved due to the circumstancesAs well he forwarded her a copy of the approval letter, then discussed that it may still take a few weeks for her to receive the credit on the account
It is unfortunate that from the clients notes to your office that she does not appreciate the efforts of our store, or the time involved to affect a change in a normally otherwise not negotiable term on her legally binding contract
We have many accoladates from thousands of our ecstatic loyal MINI clients,as well as numerous customer service awards won, proving we are great with our customer service with happy clients daily who love their Motorwerks MINI experience
We would be more than happy to provide your offices with copies of this clients signatures on the documents pertaining to her lease end obligations
As well we can gather and provide lease documents from any other car manufacturer as evidence that the fee she wanted to refute at lease end is commonplace in all leases
Thank you for the opportunity to correct the facts herein and please contact me if you would like copies of any of these documents for your records
Initial Business Response /* (1000, 6, 2015/06/10) */
Motorwerks MINI thanks the Revdex.com for the opportunity to address this concern & provide the following facts
When the clients vehicle was to be traded in the oustate client did not have with the required title to properly transfer the
vehicle to the dealership at that timeIt is contrary our polioy for a client to leave a sale vehicle at our facility unless they have provided us with the title before leavingWe made an exception to this client due to the distance he lived from the dealership and his assurances that the title would be sent to us as soon as he returned homeFor which he fulfilled this wonderfully
Once the dealership received the title from the client, who had kindly Fed-Ex'd it to us, the process started as of the date of receipt of the title in our business offices, which are not located onsite at the MINI store but at our Bloomington local and as such, depending on date of receipt, may have been delayed due to holiday or weekend
Before this issue was sent from your offices to our dealership we had already connected with this consumer and he has been made whole on this payment in full with Ftracking proof of receipt
When the consumer brought the concern on his payment to my attention we immediately canceled out the original payment as he stated he had not received it, to which we can provide proof of the original check to the consumer under seperate cover to your offices if you would like
We then immediately processed & Fed-Ex'd out, via overnight delivery with delivery set up for the next morning, before 10:a.m.delivery selected, providing the client with these detailsFollowing up online with Ftracking and verifying with the client that he did receive this payment from overnight Fed-Ex
We have apologized to this client for any misunderstanding of our accounting processExplaining to the client that our process is 7-business days for the paperwork to go through the proper channels and accounting before any payment is sentWe have followed this process for more than years in business and is the same as most other dealerships
To answer to the notes on his belief that the vehicle was sold because it was not on the website please review the following
The clients vehicle our store purchased would not have been listed for sale that quickly as they first have to have the title,in our title office during business hours, to process in a "Hold for Resale" and we were not provided with the title initially thus delaying those stepsIn addition there was a holiday involved for which we were closed, our business offices are only open during the weekday
Once the title received & proper notations completed as well as confirmed with the State, vehicles then are scheduled to go through a mechanical inspection with our shop, then detailing before it would be posted to the website...if its a vehicle we were keeping and not wholesaling
That the clients car sold to us was not on the website immediately is not unusual given the above details and is not a true indicator of the sale status of any car nor anything that should be considered a complaintWe are not sure why it is even notedAs well the moment we click on the State website to place a "hold for resale" on any car we are going to have for sale,we are then legally able to sell it, retail or wholesale, without any requirement to post it online at anytime
We thank your offices for the opportunity to respond to this concern with the above informationWe are happy to provide any additional details your office maybe seekingWe truly hope to have a better relationship with this client in the future
Initial Consumer Rebuttal /* (2000, 8, 2015/06/11) */
They made the payment after I filed the complaint so I consider it closed
Thank you so muchYour presence as an organization really made a difference
We are unable to mail funds until we have a lien release from the bankWe had paid the trade off in a timely manner and the bank was slow to get it to usWe have received it and have overnighted the checkPlease feel free to call me if you have any questionsBob
***###-###-####
Motorwerks MIni
I am in contact with [redacted]. While we don't feel she was mislead we want to make her happy. I am going to offer her extended maintenance as she thought she received with the car. We have a call scheduled at 3pm CST.
Ric