NHTSA Complaint #10536951 — 2003 MINI COOPER

EHPS EXTENDED WARRANTY COVERAGE 4/11, I PURCHASED A 2003 MINI COOPER WITH 88327 MILES. 7/2011 THE POWER STEERING PUMP BEGAN MALFUNCTIONING, WORKING INTERMITTENTLY. I FILED A COMPLAINT WITH THE NHTSA. 5/24/13 I RECEIVED A LETTER FROM MINI USA OFFERING TO REIMBURSE THE COST OF STEERING PUMP REPAIRS. THEY ALSO STATED THAT IT WOULD TAKE 4 ' 6 WEEKS FOR REIMBURSEMENT. THE ONLY OTHER ITEM IN THE ENVELOPE WAS A CHANGE OF ADDRESS CARD. I CALLED THE TOLL FREE NUMBER AND FOLLOWED THE INSTRUCTIONS. 5/25/13 I MAILED COPIES OF THE LETTER AND THE RECEIPT FOR THE POWER STEERING PUMP. I CALLED THEIR CUSTOMER SERVICE DEPARTMENT ON 7/16/13, WAS PUT ON HOLD SEVERAL TIMES, THEN TOLD THEY DIDN'T HAVE MY RECEIPT. BUT THEY HAD THE EMAIL ADDRESS I HAD HAND WRITTEN ON THE RECEIPT (CORRECTED, AS THE EMAIL ON THE RECEIPT HAD CHANGED.) WHEN I POINTED THAT OUT, HE PUT ME ON HOLD AGAIN, THEN CLAIMED THEY DIDN'T HAVE MY VIN #. HOW, SINCE THEY LOCATED ME FROM THE VIN #? HE INSISTED I SEND IN THE INFORMATION AGAIN, THIS TIME WITH THE VIN# NOTED. I ASKED WHY I HADN'T RECEIVED ANY KIND OF LETTER SAYING MY DOCUMENTATION WAS NOT COMPLETE. HE TOLD ME THE LETTER WAS SENT THE DAY BEFORE MY CALL. 6 WEEKS AFTER THAT CALL, I STILL HAVE NOT RECEIVED ANY LETTER FROM THEM. 7/16/13 I RE- SENT ALL THE DOCUMENTATION. ON 7/26/13 I AGAIN SPOKE WITH CUSTOMER RELATIONS. I WAS TOLD THEY HAD RECEIVED MY COMPLETE PAPERWORK AND ALL OF IT WAS IN THEIR SYSTEM AS OF 7/24/2013. ON 8/23/13 I AGAIN CALLED CUSTOMER RELATIONS. AFTER VERIFYING MY NAME, ADDRESS, EMAIL, AND VIN # HE PUT ME ON HOLD. WHEN HE RETURNED, AT FIRST TRIED TO SAY MY INFORMATION WAS NOT ALL IN YET. I TOLD HIM I HAD SPOKEN WITH [XXX] WHO HAD CONFIRMED THE INFORMATION WAS ALL IN THEIR SYSTEM AS OF JULY 24TH. HE GAVE ME FURTHER RUN-AROUND, WOULD NOT GIVE ANY INDICATION OF WHEN I MIGHT EXPECT PAYMENT AND IN GENERAL STONE WALLED ME. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6). *TR