ComplaintsforPatrick BMW-Mini

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had yearly maintenance done by Patrick **** First issue: they called me and left a message saying my car was ready and sent a video inspection saying I should get tires replaced next service but not needed yet. Called and left message as well as text my contact asking when I could get my car back. Took a few days to respond and they finally responded saying they forgot they still had the car. Ok, mistakes happen so didn't complain. Second issue: the "need maintenance light" kept coming on after they did the oil change. I contacted Patrick *** and they said the technician probably forget to reset the notification when at the dealer. I asked the Manager to call me and see if I could bring it to a closer Dealer and not drive 30 miles. ***************** called and said the light might be because I declined 3 other services they said I needed done. A filter, a vehicle safety inspection and one other that wasn't clear in the voicemail. I never was told I needed 3 other services - nothing was on my invoice, nothing was in the video inspection they sent. No one told me this and now I am driving around with possible dangerous vehicle conditions. I called back and demanded he return my call the get this issue addressed. That was 5 days ago. I left another message. Nothing. I also called the Service line and that individual tried to find **** and said he was have ***************** me back. Still nothing. This is unacceptable to have 3 outstanding issues on my car which I was not informed about and a Service Manager never returning calls.

  Business response

  12/29/2023

  Hello ****,
  We sincerely apologize for the recent lapse in communication. Our commitment is to ensure **************** in our interactions. Earlier today, on 12-29-23, ***************** left a voicemail and *********************** sent an email with the intent of arranging the service you rightly deserve. We would like to facilitate the necessary service at absolutely no expense to you, we kindly hope you return his call so we can schedule a convenient time for us to collect your vehicle and leave you with a loaner.Upon completion of the service, we will promptly return your car to your location. ***************** ************ or ************************************* *********************** ************ or ***************************************
  

  Customer response

  12/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October , I called mini describing I have a mold problem with my car. They would not return my call of over a week... I did research and found there has been a problem with condensation lines for the a/c. I asked to bring it in. You will see the video. This dealership has serviced both of my cars through the ownership and also purchase. Both of my vehicles were serviced at Patrick *** less than a year ago. No one noticed a problem or recommended to look. I have a 2019 with the same problem they said they would pay for 95% of the damage. I only discovered that because of the 2016, you will see in the video. My insurance will not pay for the damage, as its a slow leak over time, due to a faulty part.

  Business response

  11/10/2023

  Hello ******
  

  Prior to October 23, 2023, our records indicate the last time your 2016 MINI was in for service at Patrick MINI was July 12, 2022, and at that visit we did normal due maintenance and some other nonrelated repairs. There were no customer complaints or visual signs of a water leak or mold at that time, and we would have no reason to recommend a repair or further diagnosis when we were unaware of an issue. MINI *** the manufacture denied goodwill assistance due to the age of the vehicle and being 3 years out of new car factory warranty. Although an unfortunate situation a goodwill repair is decided by the manufacturer, MINI ***.
  

  Your visit with your 2019 MINI on October 23, 2023, it was discovered that your 2019 MINI does have a water leak, but no mold damage and Patrick MINI did reach out to out MINI ***. As a goodwill repair MINI *** will be covering 95% of the repairs needed on your 2019 MINI for the water leak.
  

  If you have any questions, please contact *********************/Service Director at ************************************* or ************.
  

  Customer response

  11/11/2023

   
  Complaint: 20845080
  
  I am rejecting this response because:
  My car is completely full of mold because of a faulty part, that I had no clue about. My car is considered totaled by mini. My insurance will not cover it because its a slow leak over time. **** knew there could be a problem with his issue. No one bothered to look. The car had been serviced by Patrick **** since I leased the car in 2016. There is no way of knowing the problem exists until it gets to the point of mold! Thats why I checked my 2019 is because of the 2016. That one would have gotten to that point as well. I dont drive these cars that much. The water probably evaporates most of the time. It comes from under the mats. I had been driving it periodically for years. Not knowing the problem existed or that I was breathing in mold! I am completely at a loss because of a faulty part
  Sincerely,
  
  ***********************

  Business response

  11/15/2023

  Hello ******,
  

  We can appreciate your frustration and disappointment regarding your 2016 MINI.
  

  There are manufacture bulletins that come out on various models, years, and vehicle identification numbers with ranges about possible repair procedures. This does not mean that all vehicles are affected or that they will have the same outcome. There is no way a dealer can inspect every vehicle for every potential issue. Dealers do a general lookover of the vehicle when it comes in for service but if the problem is intermittent or there are no visual signs of failure at the time of inspection, we cant just do the repair procedure.
  

  We do rely on the customersinput and observations as to a possible issue with their vehicle, regardless of whether the vehicle is in or out of manufactures warranty. We are a reputable dealer and would not recommend a repair unless we found verifiable proof of a failure. This is in the best interest of our customer, so they do not have to pay for any unneeded repairs. Its unfortunate that as a customer you didnt notice the initial signs of mold before it became widespread. If reported earlier,Im sure the repair cost would have been sufficiently less.
  

  As mentioned in our previous response, MINI *** the manufacture denied goodwill assistance due to the age of the vehicle and being 3 years out of new car factory warranty. Although an unfortunate situation a goodwill repair is decided by the manufacturer, MINI ***.
  

  If you have any questions, please contact ***********************/Service Director at ************************************* or ************.

  
  

  Customer response

  11/15/2023

   
  Complaint: 20845080
  
  I am rejecting this response because:
  I dont understand how, you the dealer would not take responsibility for this. I had no idea that these bulletins where out there. For people to check under a floor mat for moister. As discussed before. You, Patrick, mini had been in this vehicle during every maintenance, every single one. Oh by the way, less then a year ago. I am guessing there was no mold then?!? I am guessing there was and not I or you noticed it? So now my car is totaled and I have no value and my insurance wont pay? This is very, very wrong. To say that you are not responsible. I put 100 percent of my faith in you since 2008. Buying and servicing my vehicles. Now you are telling me there is nothing you are going to do for me?
  Sincerely,
  
  ***********************

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a car with the dealership on 07/09/2022. At the time of booking i was told (in writing) that car will be delivered in next 6-8 weeks, which i accepted. Car never arrived in 8 weeks. On 09/12/2022 I enquired about the car and I was told that it will be delivered in 2 weeks. I checked again on 10/04 and they again asked me to wait. Since the car was delayed so much, I asked them to refund my deposit so I can buy a different vehicle. I was told that dealership is not responsible for delay and that my deposit will not be reimbursed. On 10/18/2022 when I checked again, I was told that they do not know when car will be available and I should be ready to wait for 6-8 months to get it. No other adjustments will be done. I am now trying to reach out to GM but they are now ignoring my emails and have stopped responding. Today on 11/04/2022 almost 4 months after booking, I am still waiting for my car and this dealership has taken my money and now they are not responding. I would like them to either refund my money or find another way to compensate me if they still want me to continue waiting and buy this car.

  Business response

  11/07/2022

  On behalf of the Patrick *** Sales Team and the Patrick ************ Customer Relations Team, we would like to apologize that the ordering experience hasnt been a positive one. Typically, when you order a *** a tentative arrival date is 75 to 90 days normally, however 680 vehicles were shipped to the Western Region (**********) in error including your ordered vehicle. The fastest resolution was for ** to re-order your vehicle, which unfortunately added another 60 to 75 days to the arrival date. 
  
  

  We do understand that our team did reach out to you on Saturday 11-5-22 and again today 11-7-22 to explain more and offered additional savings. We hope to have your car by the end of the month.
  
  

  Once again, we apologize if our communication wasnt clear and certainly hope you will enjoy your new ***.

  Customer response

  11/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The vehicle purchase took place on 2/11/2022. I recently purchased a BMX X3 from Patrick BWM. My client advisor for the purchase was Syed. During the day of purchase I experienced so many challenges and poor customer service with purchasing the vehicle:-Syed confirmed over the phone the day of pickup that the interest rate would be 1.9% only to arrive and he tells me the interest rate is now 2.9%.. I later found out this was not true as the 1.9% interest rate is posted on the dealers website and I meet all of the qualifications to receive the lower rate.- I waited 5 hours in the dealership to finally purchase the vehicle though I sent the requested documentation in advance of the appointment- I later reviewed the final finance paperwork to realize my $1K deposit was never deducted from the cost of the vehicle. So I had to take additional steps with Syed the next day to have the credit card payment refunded. I was told the deposit slip had been lost from my file and that it happens all of the time.-Upon leaving the dealership, the salesman lost the 2nd key to the vehicle. I still do not have a 2nd key.- I never received a walk through of the vehicle with a *** Genius to learn all of the features.

  Business response

  02/21/2022

  Hello Nina,
  

  On behalf of The Patrick ************ Customer Relations Team, we would like to apologize that your experience wasnt a positive one. We appreciate your feedback!  It helps us understand areas in our business that needs improvement.
  
  Upon receipt of your complaint, we understand *************************, one of our sales managers spoke with you and explained the following
  

  * The rate was in fact ****% and not ****%
  * Apologized for the mix up regrading you $1,000 deposit.
  * Your new point of contact is Elmir who also reach out to you.
  * Offered the *** Genius Delivery either here at the store or at your home
  * Will be providing you with a set of *** All Weather Mats
  * Second key was ordered, however due to Syed no longer working with us was unable to inform you it was ready to be picked up.
  * Promised that we do our best to provide you with exception customer service moving forward
  
  Once again, we apologize and hope that you will give us another chance to provide you with the customer service you deserve. Please also feel free to reach out to ********************************************* any time.
  
  We appreciate your feedback!
  
  -The Patrick ************ Customer Relations Team
  

  Customer response

  02/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a X5 m50i on August 21, 2021 and regrettably purchased gap insurance and extended warranty. within 30 days of purchase ************ was faxed with a cancellation from me and both hand written requests were hand delivered to a finance manager named in additional documents. The mileage requested by the finance manager was asked and 320 miles on the vehicle was reported. I was told to expect a refund in 4-6 weeks. After 6 weeks I repeatedly called on a weekly basis to only get routed to his voicemail that was full or told I only could talk to the finance manager who originally dealt with my in person drop off of paperwork. Every time I was told they were busy, he was off, or let me transfer you which was a full mailbox. In early December I was transferred to him and he answered. I explained everything thing to him and was told he would call them for an update and he would call me right back. Zero call backs were returned. The end of December I emailed the finance manager, the sales person involved from the sale, and the General Manager. With responses from the finance manager and only to my email, check is in the mail, I followed up 2 weeks later via email adding everyone back on the thread, and he replied with in a few day, and again only to me That iit had to be changed to submit to Chase and I should see an update soon and he will send a tracking number. No tracking number was sent to me. The last communication via email was not a nice one and I proceeded to check my inbox after sending the last email. He stated he is out due to a death. Many people are out with Covid but he told a coworker who was going to be in contact with me. I felt bad for a hot minute, but after no tracking number or response It is now 5 months of runaround with Patrick *** and they obviously did not submit anything they have said they did since the beginning of this process. I want a refund from when my mileage was 320 and from when personally submitted to them in September.

  Business response

  01/25/2022

  Hello Dacia,

  
  On behalf of the Patrick ************ Customer Relations Team, we would like to apologize that the cancellation of your products has taken so long which in turn delayed refund.  
  

  Generally, cancellations of Gap and Extended Maintenance coverage takes approximately 6 to 8 weeks but unfortunately, they are now taking anywhere between 8 to 12 weeks. In addition, refunds of these types of products must be sent to the financial institution if a vehicle is financed unless proof of payoff is obtained. It appears that this information wasnt clearly communicated, and we apologize once again.
  

  It does appear that your refund was received, and check was sent to ********** on January 17, 2022 (copy is attached). We also understand that we also did send you a copy via email.
  

  It is disappointing to hear that your purchase didnt result in a more positive experience.  Customer feedback is an important resource for improving and addressing the needs and wants of our customers. Our team is determined and dedicated in making the sales experience for every customer enjoyable and satisfying.
  

  Thank you for your feedback and if you need anything further, please feel free to reach out to **********************************************.
  

  The Patrick ************ Customer Relations Team   

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a seatbelt from them thru Merlin's in Wheaton. The belt came directly from Patrick **** It was given to us in a sealed box from Patrick. It was very stiff and sticky when our mechanic installed it but we assumed it had to loosen up but it got far worse. The belt is not functioning properly. It chokes me and does not want to stay across my chest, it constantly retracts, won't hold. I called Patrick and got a polite lady on the phone, she left messages for the parts department. They started texting insisting we make an appointment with them. Why, it's just a part that is defective. We want to use our own mechanic but the belt needs replaced. It's unsafe. I spoke with a number of rude and not very bright men at Patrick, none of whom got the parts manager to call us. We need this resolved. The seatbelt is unsafe and very uncomfortable. Thank you

  Business response

  01/20/2022

  Hello ****,

  
  On behalf of the Patrick ************ Customer Relations Team, we would like to apologize for the issues you are having. We did confirm with Merlins in Wheaton that they did purchase the part from us on your behalf and it was picked up by you with no record of who installed it.

  
  We are confident that our team was trying to schedule an appointment with you in order help resolve the issue and by no means meant to cause further frustration.

  
  Patrick *** parts manager did call you with the phone provided in your review and left 2 voicemails for you on January 19, 2022. He is more than happy to help resolve this for you. If you are unable to reach him by phone you can also reach out to The Patrick ************ Customer Relations Team by emailing **********************************************.
  
  Sincerely,
  Patrick ************ Customer Relations Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩