The Kitchen Works

To Whom it may concernThe simple fact of the matter is that the customer came in for a service, they were not in our system with an appointment, if they have phone records showing they called that morning that still doesn't change the fact that they did not have an appointmentWe are always happy to work some one into the schedule and try to do our best to accomidate them for what ever they need to have done, this is why we are in businessI do not want anyone to be unhappy with any service done here at MAGIt does noone any good the customer or usI am not calling anyone a liar, that is not me, I am simply saying that the customer was not on our schedule, on a day December the 23rd which was a very very busy day during the holidaysThey state that they called in to say they were running late, I guess I don't understand if we were alittle late why it has become such a big deal that they expected to have the entire service done for FREE, because this is what they demanded to have happen, after they had picked up the vehicle, paid for it and leftMr [redacted] called in and demanded the service for FREE and when I said I did not think that this was a reasonible request that is when he started cursing at me, not after I said Merry Christmas to him and hung upI gave him many opportunities to speak to me like a human, and tried to work something out, but he continued to curse, and carry on so that is when I said I was going to end the call, and wished him a Merry Christmas, and honestly not to further the problem, but I was hoping the customer would calm down and not let this ruin his holidayTrue story I made an appointment with my doctor last week Wednesday the 14th at 10:00am, I showed up at 9:45am checked in with the receptionist, and took a seatThe doctor was able to get me in at 10:35am I just accepted that as it is, he is a very busy person, and schedules do not always run perfectly, like the customer in this case stating they had called in to say they were running late.In closing I would say if we were a little late getting the vehicle done I appologized to the customerI did and I would again, but when some one demands to have the service for FREE just because the service took a little longer than they thought it should have, well I am sorry but that in my mind does not justify free serviceThank you for your concideration in this matter [redacted] (Service Manager)

The vehicle is in for a diagnosis of the rear trunk\hatch not openingThe diagnosis found that water leaking into the rear compartment where the HKL (tail gate module) module is locatedThe vent for the rear area doesn't close all the way and that is where the water is getting inThe vent is not a covered part as part of there CPO warrantyThe vent failed and that is why the module got damagedBMW warranty will not cover the repair for this reasonMrsHall contacted BMW customer service for assistance and they declined to assist in covering the repair for the customer On 8/27/@ miles the customer brought the vehicle in for the complaint of the rear hatch not openingThe micro switch had failedSince then it has been 1/years and 36,miles with no related issue Servicing the vehicle at the dealershipIt goes a long way when a client services there vehicle at the dealershipIt shows loyalty to the brandTe MFG takes that in to consideration when looking at assisting a client with a non unwarrantable repairMrs*** doesn't service at the dealershipThe repair is not under warranty

To Whom it may Concern We appreciate Ms***'s patienceWe understand sometimes car repairs can be as frustrating to understand as they are to explainWe would like to make Ms [redacted] happy and keep her as a customerBut the bottom line is the Beetle needs some workWe are willing to install at cost as a gesture of customer courtesy and a means of resolving the dispute a new ABS pump and module, and new coolant temp, oxygen sensor and crank shaft sensorWe have a long history with Ms***'s Beetle through its' prior ownerOur records on the Beetle go back to when we advised the previous owner to replace the instrument clusterShe chose not toThen on August 15, we advised the previous owner to replace the ABS pump and moduleShe chose not toPlease see attachment.Now comes Ms***She bought the Beetle from [redacted] , who probably bought it from an auctionWe don't know what, if any, promises were made to Ms [redacted] by [redacted] It appears she didn't take the car to a shop before purchasing itIf she had, the scan would have revealed all of the conditions which we have since made her aware, and she could have made a more informed purchasing decisionWe do know she purchased an extended warranty, but extended warranties do not cover pre-existing conditionsThe conditions the auto suffers from pre-existed her ownerhsip, see records previously submitted to Revdex.com.To be clear, we did not enter a wrong code when we installed the instrument clusterThe instrument cluster failed causing the mileage to increaseWe replaced it at no cost to herYes, it took several hours to install it as it's done via internet with Germany.We hope this explanation is helpfulWe strive for excellent customer serviceWe look forward to Ms***'s decision on what, if any, further repairs she would like us to completeThank youSincerelyMAG

This is a letter from my wife who went through this ordeal with MAG If he wants to call me a liar and that is his position then ok I would doubt that he want's to call my wife a liar as well??? To Whom it May Concern,Yes we did have an appointment made at 10:on Tuesday Dec 23rd According to our phone records a call to MAG on Saturday Dec 20th (I ATTACHED A FILE TO PROVE THIS) is on our phone records making an appointment My husband called at 9:on Tuesday Dec 23rd saying I would be mins late for my appointment A service person confirmed the appointment and said that it was okay if I was mins late.I was asked when I wanted the car done, I stated 1: I arrived at 10: My father came to pick my children and I up for lunch from approximately 11:15-12: We proceeded to the waiting area At 1:15, no one had come to tell me my car was done I went down and asked if my car was done since it was to be done at 1: The man said more mins, he just had to finish paperwork That time would of been around 1:25-1: At 1:53, I am finally told my car is done.I'm sorry that your computer did not show our appointment, however, our phone records show we called Saturday plus, it was confirmed on that Tuesday prior to my arrival I was told it would be done at 1:00, then 1:and finally just short of When my husband called MAG to complain the first person said this was a known glitch in the system that something didn't move to the system properly and that is why we were not in the system so [redacted] isn't doing his back work with his people or he is lying.After waiting for over hours for simple routine services with children, it was ridiculous that I needed to wait to so long I had no desire to argue with that fact that it took too long but when checking out I did let the service person know I was annoyed that it took longer than expected.Look if you feel that that you guys have no responsibility for dropping the ball on our appointment or by delivering my car by 1pm as promised then whatever Also my husband only swore at you after you gave him a LAME insincere Merry Christmas and tried to end call vsaccepting responsibility for this failure.Have a great day!

I have been following these email chains,and I believe its time for my involvement .First off, the service department absolutely runs on an on time scheduleWe do accommodate our customers who are running late.So delays will occurSecondly, we are blessed to have the number seven ranked service department in the U.S.AThat would mean something is VERY good there or the whole U.S.Ais terribleFrom our side the people involved were accommodating and hospitable to your wife and family.Unfortunately seems like lots of verbals have been lost either in email or conversationSo I will definitely hold our originalresponseWe will not forfeit any freebies at this time .If there are any other disputes or discussions at this point, they will be handled through the Revdex.com Thanks In Advance*** *** General Manager

I will be out of the office and unavailable until 01/26/If you have any urgent questions or needs please contact *** *** @ ***@magcars.comThank you

*** *** *** *** *** *** *** *** ***
We are addressing this with the customer to get issues resolvedCustomer in agreement
Thank You
*** ***
Hunt & Knight Automotive
***
***

When the vehicle was in on October 30,there was a list of repairs that we found at that timewater pump leaking and the belt needing replaced was noted on that visit and was declined.the oil pan leaking was noted and was declined at that time.the oil filter housing seals and turbo lines were leaking at that time and were declinedestimate and prices change as the MFG increase the price on parts and are labor rate may change at the beginning of the year. With regards to our estimates we do match what price we gave the clientExample the oil pan gasket that was replaced for the client was estimated in October at $dollars plus taxThe price should have been $plus oil we discounted the customer invoice to charge the correct price we had givenI found it was not a fault of the customer and they should not have too pay more then they were quoted.As for the timing chainWhen the vehicle was in for service in October and the diagnosis was performed for the engine light there was no fault 296a in the DME when it was inthere were other faults but none for the timing chainWhen we diagnosed the timing chain concern in January the fault was thereWhen the vehicle was taken apart to see the failed part we found the tensioner had came apartThe customer was advised that it is normally caused by low oilWe also advised that the car was not low on oil when it arrivedIt is obvious if there is oil leaks the car has to be getting low on oil and as the customer stated in her complaint she top's of the oil when they put fuel in the vehicle

I *** ***s would like to start the mediation wit Mag and and arbitrator to come up with a solution of fixing my repair of my vehicleIt has been to long I want my car restored back to the way it was when I took my volkswagen bug to Mag In January I had no symbol on my dash until they worked on my car I also had to purchased a battery because one of the Mag technician left the interior light onI look forward to hearing from you soon Thanks

The vehicle is in for a diagnosis of the rear trunk\hatch not opening. The diagnosis found that water leaking into the rear compartment where the HKL (tail gate module) module is located. The vent for the rear area doesn't close all the way and that is where the water is getting in. The vent is not a covered part as part of there CPO warranty. The vent failed and that is why the module got damaged. BMW warranty will not cover the repair for this reason. Mrs. Hall contacted BMW customer service for assistance and they declined to assist in covering  the repair for the customer.  On 8/27/2012 @ 39992 miles the customer brought the vehicle in for the complaint of the rear hatch not opening. The micro switch had failed. Since then it has been 2 1/2 years and 36,048 miles with no related issue.  Servicing the vehicle at the dealership. It goes a long way when a client services there vehicle at the dealership. It shows loyalty to the brand. Te MFG takes that in to consideration when looking at assisting a client with a non unwarrantable repair. Mrs. [redacted] doesn't service at the dealership. The repair is not under warranty.

This is a letter from my wife who went through this ordeal with MAG.  If he wants to call me a liar and that is his position then ok.  I would doubt that he want's to call my wife a liar as well???  To Whom it May Concern,Yes we did have an appointment made at 10:00 on Tuesday Dec 23rd.  According to our phone records a call to MAG on Saturday Dec 20th (I ATTACHED A FILE TO PROVE THIS) is on our phone records making an appointment.  My husband called at 9:50 on Tuesday Dec 23rd saying I would be 20 mins late for my appointment.  A service person confirmed the appointment and said that it was okay if I was 20 mins late.I was asked when I wanted the car done, I stated 1:00.  I arrived at 10:20.  My father came to pick my children and I up for lunch from approximately 11:15-12:15.  We proceeded to the waiting area.  At 1:15, no one had come to tell me my car was done.  I went down and asked if my car was done since it was to be done at 1:00.  The man said 10 more mins, he just had to finish paperwork.  That time would of been around 1:25-1:30.  At 1:53, I am finally told my car is done.I'm sorry that your computer did not show our appointment, however, our phone records show we called Saturday plus, it was confirmed on that Tuesday prior to my arrival.  I was told it would be done at 1:00, then 1:25 and finally just short of 2.  When my husband called MAG to complain the first person said this was a known glitch in the system that something didn't move to the system properly and that is why we were not in the system so [redacted] isn't doing his back work with his people or he is lying.After waiting for over 3 hours for simple routine services with 3 children, it was ridiculous that I needed to wait to so long.  I had no desire to argue with that fact that it took too long but when checking out I did let the service person know I was annoyed that it took longer than expected.Look if you feel that that you guys have no responsibility for dropping the ball on our appointment or by delivering my car by 1pm as promised then whatever.  Also my husband only swore at you after you gave him a LAME insincere Merry Christmas and tried to end call vs. accepting responsibility for this failure.Have a great day!

To Whom it may concernThe simple fact of the matter is that the customer came in for a service, they were not in our system with an appointment, if they have phone records showing they called that morning that still doesn't change the fact that they did not have an appointment. We are always happy to work some one into the schedule and try to do our best to accomidate them for what ever they need to have done, this is why we are in business. I do not want anyone to be unhappy with any service done here at MAG. It does noone any good the customer or us. I am not calling anyone a liar, that is not me, I am simply saying that the customer was not on our schedule, on a day December the 23rd which was a very very busy day during the holidays. They state that they called in to say they were running late, I guess I don't understand if we were alittle late why it has become such a big deal that they expected to have the entire service done for FREE, because this is what they demanded to have happen, after they had picked up the vehicle, paid for it and left. Mr. [redacted] called in and demanded the service for FREE and when I said I did not think that this was a reasonible request that is when he started cursing at me, not after I said Merry Christmas to him and hung up. I gave him many opportunities to speak to me like a human, and tried to work something out, but he continued to curse, and carry on so that is when I said I was going to end the call, and wished him a Merry Christmas, and honestly not to further the problem, but I was hoping the customer would calm down and not let this ruin his holiday. True story I made an appointment with my doctor last week Wednesday the 14th at 10:00am, I showed up at 9:45am checked in with the receptionist, and took a seat. The doctor was able to get me in at 10:35am I just accepted that as it is, he is a very busy person, and schedules do not always run perfectly, like the customer in this case stating they had called in to say they were running late.In closing I would say if we were a little late getting the vehicle done I appologized to the customer. I did and I would again, but when some one demands to have the service for FREE just because the service took a little longer than they thought it should have, well I am sorry but that in my mind does not justify free service. Thank you for your concideration in this matter. [redacted] (Service Manager)

To Whom it may Concern We appreciate Ms. [redacted]'s patience. We understand sometimes car repairs can be as frustrating to understand as they are to explain. We would like to make Ms. [redacted] happy and keep her as a customer. But the bottom line is the Beetle needs some work. We are willing to...

install at cost as a gesture of customer courtesy and a means of resolving the dispute a new ABS pump and module, and new coolant temp, oxygen sensor and crank shaft sensor. We have a long history with Ms. [redacted]'s Beetle through its' prior owner. Our records on the Beetle go back to 2010 when we advised the previous owner to replace the instrument cluster. She chose not to. Then on August 15, 2013 we advised the previous owner to replace the ABS pump and module. She chose not to. Please see attachment.Now comes Ms. [redacted]. She bought the Beetle from [redacted], who probably bought it from an auction. We don't know what, if any, promises were made to Ms. [redacted] by [redacted]. It appears she didn't take the car to a shop before purchasing it. If she had, the scan would have revealed all of the conditions which we have since made her aware, and she could have made a more informed purchasing decision. We do know she purchased an extended warranty, but extended warranties do not cover pre-existing conditions. The conditions the auto suffers from pre-existed her ownerhsip, see records previously submitted to Revdex.com.To be clear, we did not enter a wrong code when we installed the instrument cluster. The instrument cluster failed causing the mileage to increase. We replaced it at no cost to her. Yes, it took several hours to install it as it's done via internet with Germany.We hope this explanation is helpful. We strive for excellent customer service. We look forward to Ms. [redacted]'s decision on what, if any, further repairs she would like us to complete. Thank you. SincerelyMAG

I had the pleasure of speaking to [redacted] over the weekend I believe Saturday.  He was very reasonable, and we discussed the events at length.  He better understood how the system they use to schedule customers failed throwing everything off.  He also offered a full detail to make up for the trouble (which was way above and beyond) He is customer focused no question about it.  It was refreshing to speak to him and see his view and how it differs from his VW manager.  Once he knew the true origin of the complaint he took ownership right away and took care of things.  I hope the VW manager can learn from the example he set.  
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

While MAG did assist in contacting the manufacturer BMW/MINI to get my timing chain replaced, MAG themselves continued to blame me for the issues, never once accepting the fact that the fault with the timing chain may have been on their end. The manufacturer  knows there are on going issues with their timing chain which is why they had MAG replace it for free, but MAG keep stating it was my fault it failed due to the car having oil leaks. My car has never been low on oil, I top it off every time I get gas, and my car was just at MAG in November 2014 to get an oil chain and that was the first I heard about my car having any oil leaks. I also have several other complaints. 1. The documentation of the work preformed and the issues found are very lacking. It says things have oil leaks and need replaced, but no where does it leak exactly where the oil is leaking and how bad the leak is. 2. The number of repairs needed always increases on every visit to MAG and the cost of those repairs have also increased. Example: OIL FILTER HOUSING GASKET LEAKING - $956.00 is now Oil filter housing gaskets and turbo lines leaking = $1211.52. This price somehow changed since the car was last in November 2014.3. I was told my car needed a Intake Hose replaced, but MAG stated they would have to order the part and they wouldn't be able to do the job for 2-3 days. Another Columbus shop was able to order and receive the part, from the MINI parts department same day and install the part minutes. 4. In November 2014 I was told my Purge Valve needed to be replaced, but when they rechecked it this week. The repair is no longer needed?5. One of the many repairs I'm told I need is the water pump and drive belt replacement. When they were doing the timing chain job, those parts had to be removed to replace the timing chain. Why did MAG wait to tell me about those needed repairs until the car was put back together. They could have saved me on labor if they offered me a chance to do those repairs while those parts already had to be removed for the timing chain job. Basically I feel like MAG is taking advantage of me. Either it's because I'm female, or they think I don't understand how cars work. I know for a fact the water pump and drive belt were removed during the timing chain so there is no reason not to offer the completion of that job during the timing chain job to reduce the cost of labor.

My name is B[redacted] for MAG MINI of Dublin. We were not aware of a issue with the timing chain on Ms[redacted] vehicle. We would love the opportunity to inspect the vehicle for her concern and see if there was any way to assist her in the repairs. Ms. [redacted] did have the timing...

chain replaced 11/8/2012 ro#687273 mileage 56348, Her extended warranty paid for the repair and she had a $50.00 deductible. On 10/30/2013 ro711714 mileage 59455  the vehicle came into our facility for the complaint of the check engine light being on. Diagnosis found carbon build up on the valves and a fault for the camshaft inlet senor. We replaced the vanos unit and cleared the faults this repair was also paid for by there extended warranty. The vehicle returned 10/30/2014 ro766890 mileage 66819 with the engine light on diagnosis found that the purge valve was sticking we provided a estimate for repair and it was declined.The vehicle was also due for routine service (brake fluid flush,micro filter,front and rear brakes and a vehicle check per the vehicle key data. We performed mpi inspection and found the water pump leaking,oil pan gasket was seeping,oil filter housing was leaking and the turbo oil supply line was leaking. These were also declined. MINI warranty for replacement parts and labor is 24 months unlimited mileage. If there would have been a issue with the timing chain in October 2014 when she was in for the engine light being on we would have taken care of it at N\C per the warranty.

The vehicle is in for a diagnosis of the rear trunk\hatch not opening. The diagnosis found that water leaking into the rear compartment where the HKL (tail gate module) module is located. The vent for the rear area doesn't close all the way and that is where the water is getting in. The vent is not...

a covered part as part of there CPO warranty. The vent failed and that is why the module got damaged. BMW warranty will not cover the repair for this reason. Mrs. Hall contacted BMW customer service for assistance and they declined to assist in covering  the repair for the customer.  On 8/27/2012 @ 39992 miles the customer brought the vehicle in for the complaint of the rear hatch not opening. The micro switch had failed. Since then it has been 2 1/2 years and 36,048 miles with no related issue.  Servicing the vehicle at the dealership. It goes a long way when a client services there vehicle at the dealership. It shows loyalty to the brand. Te MFG takes that in to consideration when looking at assisting a client with a non unwarrantable repair. Mrs. [redacted] doesn't service at the dealership. The repair is not under warranty.

To Whom it may concernI have read the complaint and disagree with it completely. The customer came in on 12/23/2014 with no appointment, our system shows as a walk in. They asked to have a service performed, agreed on a price, signed the repair order, agreed on a pick up time, and got picked up by...

someone to take them away from the dealership. When the customer came back in to pick up the vehicle, the work on the van was completed, the Service Advisor just simply had to complete the paper work on the vehicle.  We performed an oil change, tire rotation, total with tax $91.84. We also suggested additional repairs needed to which the customer declined. The customer paid the bill and left. The husband then called in complaining that his wife was here too long, and wanted the services performed for Free, I apologized that she had to wait while the paper work was being completed, but did not believe this warranted having the service done for Free. After listening to Mr. [redacted] curse at me entirely too long, I decided to tell him Merry Christmas, and have a nice day. Please see attachments to show signed repair order on services that the customer wanted to have done, note the customers car does not have a pollen filter so this was not performed. Note the promise time on the right side of the repair order both typed in on the repair order 13:00 23 Dec.14 and hand written in the upper right hand corner of the repair order, we finished the car at 13:06 pm.  Again the customer did not have an appointment, they came in on one of the busiest days of the year right before the Christmas Holiday when everyone is trying to get their car in to have serviced for a trip. We performed a service for the customer to which they agreed on a price, I do not feel that a few minutes while waiting on the bill to be prepaired warrants a Free service. Thank you