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Consumer Complaints

BBB Accredited Business since 01/01/1990

Cooper Imports

Phone: (405) 755-3600

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Customer Complaints Summary

5 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service4
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints5

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (5)BBB Closure Definitions
11/21/2013Problems with Product / Service | Read Complaint Details
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Complaint
We asked for a quote for a break light repair. They never called us and replaced it unauthorized and charged us.
We brought our car in for normal service and also asked for a price to replace a break light. We never authorized the service. They replaced the break light anyway and then charged us for it.

Desired Settlement
Refund of $397 for the break light replacement.

Business Response
I am not sure where the miscommunication was on what work was to be performed and what was not. It appears that the confusion could have been made very easily as part of this repair order is warranty repairs and part is customer pay. Whatever the case the client made note of her frustration before paying for anything and the service advisor immediately told her we would take the new parts off and put the old part back on and not charge her anything. Client did not want that so as a further measure to resolve the situation the service advisor offered to remove all labor charges from the repair and have the client pay only for the part. Client agreed to that resolution. The client paid $297.61, not the $397 mentioned above. Days after the fact the clients husband called back and wanted a refund on the part as well. Service Advisor explained that was not a reasonable resolution as the client had already agreed upon the current resolution. In order to bring this matter to a final conclusion I will not be willing to offer a refund, however, I will give the client a $300 credit here to be used on parts or service of their choice. I hope this able to bring this matter to close and restore the confidence in the client.

Best Regards,
***** *******
Parts and Service Director
Jackie Cooper BMW Mini
XXX-XXX-XXXX

02/09/2015Problems with Product / Service
10/01/2012Billing / Collection Issues
05/22/2013Problems with Product / Service
04/17/2013Problems with Product / Service

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.