Sears Prestige Automotive 1

Customer came to our dealer on 4/20/2017 and purchased a 2009 mini cooper with a one month warranty on engine and transmission. After customer left, she reported the check engine light came on and that there was a leak. We asked her to bring the car to the dealer so we can get it fixed, but...

unfortunately after bringing the car from the mechanic, the problem persisted. We cannot speak on behalf of the mechanic and we are not mechanics either to know what was wrong with the car, but we believe he kept attempting to fix the problem but failed to do so. We regret that the customer had to come and bring the car a few times for her inconvenience; however, we can assure that our intentions were to get her car fixed and we kept asking our mechanic to continue working and fix the leakage. With the only purpose to clarify, customer was not charged for any of these repairs. Our priority is 100% customer satisfaction; therefore, since customer was not comfortable with the repair and the warranty was close to expire, we suggested that she would take another car from our lot. On 5/16/2017, she came in and we traded her contract to a 2012 Nissan Sentra with a tag price listed at $8,495, compared to the 2009 mini cooper with a tag price listed at $6,495. The additional fees remained the same as the previous contract for the new one. Customer was given the substitute vehicle at no extra charge or the balance of $2,000 that the dealer took as a loss. We just received notice of this complaint today, 5/19/2017, and it comes as a surprise since the warranty period for the 2009 mini cooper was duetomorrow, 5/20/2017, and everything was arranged within the 30 day period for the customer to drive away satisfied and with a good car. We have spoken with her upon receipt of this notice and she apologized for rushing to file a complaint in the middle of resolving the problem and without waiting for a satisfactory conclusion. Please do not hesitate to contact me for any further questions or concerns. Thank you.