Initial Business Response / [redacted] (1000, 5, 2014/09/25) */ Contact Name and Title: [redacted] Service Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @patrickcars.com Mr [redacted] brought his car in for a rough idle concern and a check engine light being onWhen we performed our diagnostics the only trouble fault codes that were stored were for misfires on all cylindersUpon inspection of the car we found that his car had aftermarket and the incorrect spark plugs in the carThe car also had no oil registering on the dip stickUpon further inspection we found oil leaks coming from the engineWe recommended installing the correct spark plugs in the car for the misfire and rough idle concern and to repair the oil leaks to correct the car being low on oil which Mr [redacted] agreed toUnfortunately the check engine light returned a couple of days laterWe performed further diagnostics at no additional charge to the customer and found that the engine timing chain was stretched past specification that MINI considers acceptable allowing the engine to slip out of time intermittentlyInstalling the correct spark plugs and repairing the oil leaks were repairs that needed to be performed to the vehicle and were the correct repairs to perform based on the information we were providedUnfortunately in this case the vehicle had an additional repair that is necessary to properly fix the check engine lightIf we had performed a repair that was not necessary or misdiagnosed the vehicle then I would consider refunding Mr [redacted] his money but, that is not the case in this situationThe vehicle had incorrect parts in it that ignite the air fuel mixture, had obvious oil leaks and didn't have enough oil in the engine to register on the dip stick Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bottom line is that I brought my car in for a repair, I paid over $for the repair and the problem I brought my car in for was not fixed I understand that the work that was done, needed to be done, but I only willing to pay a set amount to have the car repaired, had they told me that there was no guarantee that the work done would not fix the problem, I wouldn't have approved the work and would have sold the car (which I did since I was unwilling to pay for any more repairs) The most important factor in this case for me is that I was not informed that the work being done was not guaranteed to fix the problemAfter all, they're the dealership where I purchased the car and they're the experts, not meThey are not taking responsibility for being the experts and they did not provide me all the information I needed to make an informed decision That is why I believe I deserve a refund or at least an offer in settlement Final Consumer Response / [redacted] (4200, 13, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I brought the car to the dealer due to a check engine lightThey made over $in repairs that did not fix the problemTherefore I do not feel I should pay for the repairs since they didn't fix the problem I had budgeted a max of $to repair the carIf the estimate had stated that thee repair may or may not fix the problem, I would not have done the repairUnfortunately the dealer failed to explain or disclose that the repair may or MAY NOT fix the problem But to come back to me after I spend over $dollars and tell me since that didn't fix the problem that now I need another $worth of repairs To me this sounds like bait and switch! Final Business Response / [redacted] (4000, 11, 2014/10/22) */ In this situation the vehicle had the incorrect parts installed by a different repair facility or private party and was several quarts low on oil due to active oil leaksThe obvious repair is to install the correct parts and to fix the oil leaks so that there is oil staying in the engineAll of the repairs performed come with a year unlimited mileage warranty from the manufacture if those parts were to fail within that time frameUnfortunately the vehicle had additional problems that were being masked because of the previously stated issuesHad the correct parts been installed in the car in the first place we would not had needed to replace them here before finding out it needed additional work to be performedThe customer is holding us responsible for an incorrect repair that was performed elsewhereIf there was any way for us to know that there was additional repairs that were going to be needed we would have obviously made them aware of this ahead of timeThe customer agrees the repairs needed to be perform but, does not want to pay for them because there was additional work that his car needs to his carIf the repairs on their car were not necessary or did not fix his leaks then we would be inclined to refund the money but, even the customer agrees these repairs needed to be performed he just does not want to pay for them because his vehicle needs more workFor these reasons we will not be refunding the customer for the repairs we performed to his vehicle
On Nov 7, I took my mini cooper into Patrick Mini in Schaumburg as I had an oil service indicator on my dash and for them to complete a safety recall I was at the dealership at 8:AM My car was not ready until 3:PM When I picked up the car and paid for the service($for an oil change) I got back into my car and the service light was still on I went back into the dealership The service manager "Bill" stated they would not clear the service indicator until I had them replace the cabin filter $(despite a coupon on their website for $49) and a safety inspection $None of this was stated to me at the time I brought the car in at 8:It is sad when a company should be more focused on the customer that the service department at Patrick BMW-Mini would treat someone this way To force someone to purchase and install a cabin filter at the dealership before they clear the indicator light is a joke I have always replaced them myself as it is not that hard to do To force someone to pay for service such as a safety inspection (Bill stated one hour of work) for $in order to clear the service indicator is nothing short of blackmail I have never had this issue at any Honda dealershipI hope this will help add transparency to how Patrick Mini does business
Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Contact Name and Title: [redacted] Service Manage Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @patrickcars.com I called Mr [redacted] in regards to the last service visitDuring the entire visit while his car was here I checked in with him multiple times and advised him each step of the wayI told him the panel/latch could be damaged when attempting to open the door, because the door was stuck shut, and that once it was opened it was a possibility that it would not be able to be shut unless it was fixedHe authorized to have us open the door and advise him on what repairs would need to be performedOnly after getting his authorization to do whatever was necessary to get the door open was anything brokenHe refused to talk on the phone and told me to "fix it or else" and hung up on me During his service he was aware that the time taken was to try to get the door open without having to damage or break anything during the processOnce we knew that was not possible, he gave the go-ahead to do whatever was needed to get the door open so it could be fixed, because he had already been to other independent repair facilities that would not even attempt to work on the vehicle because of the concernThen when the door was actually opened and he was given the estimate for repairs of $He said absolutely no way was he going to spend that kind of money on a car that he thought was only worth $3,After trying to get the door shut I advised him that at minimum the latch would have to be ordered and replaced for the cost of $to get the door to close, he declined that and told me to get it shut and tape it upI had the technician do just thatAfter all of the back and forth then he acted surprised at the situation like he was unaware anything that we had spoke aboutHe was advised of all the possibilities of damage and of the door not being able to be shut once it was opened before the door panel was broken into and Mr [redacted] Ok'd additional action to get into the doorPlease contact me with any other questions about this situation, The Patrick Group and my name are attached to this and I am looking to make sure that we protect our good name and reputation Thanks Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) there is a couple of mis statements1st they did let me know that the that there could be some damage to the inside panel, a little bent or something.that was the full disclosure I took this to my mechanic and he said they destroyed everything inside the panel, broke a bunch of things and a bunch of pieces are missing Final Business Response / [redacted] (4000, 13, 2014/05/06) */ As stated in last response Patrick BMW will absorb 20% of the cost of the repairIf Mr [redacted] would like to have the car repaired he needs to call us for a appointmentAgain: Mr [redacted] was informed thoughout the process of getting his door opened that some damage could occur during this process and approved further actionThanks Brad Final Consumer Response / [redacted] (4200, 11, 2014/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The real problem is two fold 1st is I bought a key from them which they couldn't programCame back and they programmed it then next day the door wouldn't openAfter researching it online I see this is a reacuring problemThen they said to see what's wrong and they destroyed the inside panel,broke a bunch of things and really did significant damageI don't think I should be liable for any of this in fact they broke the car,totally screwed up the repair doing significant damage and then lied about what they promised and created a significant amount of pain and suffering because of there balatant disregard for the truth
Complaint: [redacted] I am rejecting this response because: My car did not come with a damage and turning it into my insurance is not an option for me because I am not going to pay 1000 dollars for deductible for no mistake of mine. I want a proof that I got my car into service with a damage. I am not going to buy the piece of paper as proof as they can mark that any time. I just started a [redacted] process in [redacted] on this issue for 1500 dollars plus attorney charges. I also request BBB to come up with a note of what they think about this issue. I request BBB to post this complaint online and make it visible for others Sincerely, [redacted] *
Initial Business Response /* (1000, 5, 2014/02/18) */
Mr*** has been permanently removed from our mailing listsWe apologize for any inconvenience
Final Consumer Response /* (2000, 7, 2014/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/26) */
Ms***:
We represent Patrick BMW, which forwarded us a copy of Mr***'s above-referenced complaint
Our understanding is that Nissan North America, Inc("Nissan"), the vehicle manufacturer, authorized an inspection
of Mr***'s vehicle in *** *** with Star Nissan, and there is presently an evaluation and determination as to whether Nissan will perform the repairs requested by Mr***
We see the issue in this case as a product matter, with a proper resolution to be worked out between the manufacturer and Mr***It is premature to determine whether this matter will be resolved through those efforts, but to the extent Nissan performs the repairs, that would moot Mr***'s complaint against Patrick
You should be able to confirm this status update with Mr***Upon receiving further information, we will also update the Revdex.com
Please feel free to contact me with any questions in the interim
Very truly yours,
*** ***
*** ** ***
***, P.C
NWabash, 21st Floor Chicago, IL XXXXX
Phone *** Fax ***
***@burkelaw.com www.burkelaw.com
Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealer will not take the car back & Nissan north America so far ( weeks at the dealer ) will not fix the transmission in the car
Final Consumer Response /* (4200, 13, 2015/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did agree on splitting the cost of the repair on the transmission ( $to the dealer total cost is $10,) but it's been weeks & I still don't have a ck & nobody from there legal dept has contacted me
Final Business Response /* (4000, 17, 2015/03/23) */
This issue has been resolved to the satisfaction of both parties
Recent email from Complaintant,
Hi ***,
Here's a copy of my withdrawal of my complaint with Revdex.com
I called the attorney General's office & told them that I'm Satisfied with Patrick BMW & withdraw my complaintI had my secretary go on the sites that we put negative comments on & either take down or add to stating we worked out our differences to my satisfactionIf she missed any of them please let me know & I will see to it it gets handledI'm out of town till Tuesday so I'll put a ck in the mail on WednesdayWho do I make it out too & where do I send it?
Thank You
Initial Business Response /* (1000, 10, 2015/05/22) */
We are happy to work with the client to rectify the situation and have communicated that information with the clientThe client needs to get an estimate from a Lexus dealer and bring the estimate to us with his vehicle to Patrick BMW
and we will assist in correcting the issueOnce the customer has the estimate he should call *** *** at XXX-XXX-XXXX and he will setup an appointment to correct the problem
Regards,
The Patrick Dealer Group
*** ***
Chief Marketing Officer
(XXX)XXX-XXXX - Cell
***@***.com
Initial Business Response /* (1000, 5, 2014/04/16) */
Contact Name and Title: [redacted] Service Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@patrickcars.com
I called Mr. [redacted] in regards to the last service visit. During the entire visit while his car was here I checked...
in with him multiple times and advised him each step of the way. I told him the panel/latch could be damaged when attempting to open the door, because the door was stuck shut, and that once it was opened it was a possibility that it would not be able to be shut unless it was fixed. He authorized to have us open the door and advise him on what repairs would need to be performed. Only after getting his authorization to do whatever was necessary to get the door open was anything broken. He refused to talk on the phone and told me to "fix it or else" and hung up on me.
During his service he was aware that the time taken was to try to get the door open without having to damage or break anything during the process. Once we knew that was not possible, he gave the go-ahead to do whatever was needed to get the door open so it could be fixed, because he had already been to 2 other independent repair facilities that would not even attempt to work on the vehicle because of the concern. Then when the door was actually opened and he was given the estimate for repairs of $1260.00. He said absolutely no way was he going to spend that kind of money on a car that he thought was only worth $3,000. After trying to get the door shut I advised him that at minimum the latch would have to be ordered and replaced for the cost of $750.00 to get the door to close, he declined that and told me to get it shut and tape it up. I had the technician do just that. After all of the back and forth then he acted surprised at the situation like he was unaware anything that we had spoke about. He was advised of all the possibilities of damage and of the door not being able to be shut once it was opened before the door panel was broken into and Mr. [redacted] Ok'd additional action to get into the door. Please contact me with any other questions about this situation, The Patrick Group and my name are attached to this and I am looking to make sure that we protect our good name and reputation.
Thanks
Initial Consumer Rebuttal /* (3000, 7, 2014/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there is a couple of mis statements. 1st they did let me know that the that there could be some damage to the inside panel, a little bent or something.that was the full disclosure 2. I took this to my mechanic and he said they destroyed everything inside the panel, broke a bunch of things and a bunch of pieces are missing
Final Business Response /* (4000, 13, 2014/05/06) */
As stated in last response Patrick BMW will absorb 20% of the cost of the repair. If Mr. [redacted] would like to have the car repaired he needs to call us for a appointment.. Again: Mr. [redacted] was informed thoughout the process of getting his door opened that some damage could occur during this process and approved further action.. Thanks Brad
Final Consumer Response /* (4200, 11, 2014/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The real problem is two fold 1st is I bought a key from them which they couldn't program. Came back and they programmed it then next day the door wouldn't open. After researching it online I see this is a reacuring problem. Then they said 147 to see what's wrong and they destroyed the inside panel,broke a bunch of things and really did significant damage. I don't think I should be liable for any of this in fact they broke the car,totally screwed up the repair doing significant damage and then lied about what they promised and created a significant amount of pain and suffering because of there balatant disregard for the truth.
On Nov 7, 2015 I took my 2006 mini cooper into Patrick Mini in Schaumburg as I had an oil service indicator on my dash and for them to complete a safety recall. I was at the dealership at 8:00 AM. My car was not ready until 3:00 PM
When I picked up the car and paid for the service($74.75 for an oil change) I got back into my car and the service light was still on. I went back into the dealership. The service manager "Bill" stated they would not clear the service indicator until I had them replace the cabin filter $70.00 (despite a coupon on their website for $49) and a safety inspection $130.00.
None of this was stated to me at the time I brought the car in at 8:00.
It is sad when a company should be more focused on the customer that the service department at Patrick BMW-Mini would treat someone this way. To force someone to purchase and install a cabin filter at the dealership before they clear the indicator light is a joke. I have always replaced them myself as it is not that hard to do. To force someone to pay for service such as a safety inspection (Bill stated one hour of work) for $130.00 in order to clear the service indicator is nothing short of blackmail. I have never had this issue at any Honda dealership.
I hope this will help add transparency to how Patrick Mini does business.
Complaint: [redacted]
I am rejecting this response because:
My car did not come with a damage and turning it into my insurance is not an option for me because I am not going to pay 1000 dollars for deductible for no mistake of mine.
I want a proof that I got my car into service with a damage. I am not going to buy the piece of paper as proof as they can mark that any time.
I just started a [redacted] process in [redacted] on this issue for 1500 dollars plus attorney charges. I also request Revdex.com to come up with a note of what they think about this issue. I request Revdex.com to post this complaint online and make it visible for others
Sincerely,
[redacted]
This customer purchased their own car from BMWUSA as this was a lease return vehicle they chose to buy. Patrick is tasked with handling the paper work for BMWUSA, this purchase was between BMWUSA and the customer. All scratches and issues with this vehicle were on this car at time of inspection....
The tires on this vehcile had less than 2 millimeters of tread which makes them illegal to drive so they had to be replaced per Illinois law. When the customer requested to see the tires we kept them at our service drive for two months and he never picked them up.Most of this complaint is regarding BMW's lease return process we are forced to comply with. I'd recommend filing this complaint directly with BMWUSA as they are the party this transaction was completed with.
As far as the clients unhappiness with our service department I am willing to offer a complete vehicle detail completed by our 3rd party detail shop. This would need to be scheduled by appointment by contacting [redacted]
[redacted]
We will not bill your for the $44.01, consider this invoice waived. I will have [redacted] our finance managers call you to go through your documentation with you. Please contact [redacted] if that conversation doesn't bring the...
Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: [redacted] Service Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@patrickcars.com
Mr. [redacted] brought his car in for a rough idle concern and a check engine light being on. When we performed our...
diagnostics the only trouble fault codes that were stored were for misfires on all cylinders. Upon inspection of the car we found that his car had aftermarket and the incorrect spark plugs in the car. The car also had no oil registering on the dip stick. Upon further inspection we found 2 oil leaks coming from the engine. We recommended installing the correct spark plugs in the car for the misfire and rough idle concern and to repair the oil leaks to correct the car being low on oil which Mr. [redacted] agreed to. Unfortunately the check engine light returned a couple of days later. We performed further diagnostics at no additional charge to the customer and found that the engine timing chain was stretched past specification that MINI considers acceptable allowing the engine to slip out of time intermittently. Installing the correct spark plugs and repairing the oil leaks were repairs that needed to be performed to the vehicle and were the correct repairs to perform based on the information we were provided. Unfortunately in this case the vehicle had an additional repair that is necessary to properly fix the check engine light. If we had performed a repair that was not necessary or misdiagnosed the vehicle then I would consider refunding Mr. [redacted] his money but, that is not the case in this situation. The vehicle had incorrect parts in it that ignite the air fuel mixture, had obvious oil leaks and didn't have enough oil in the engine to register on the dip stick.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bottom line is that I brought my car in for a repair, I paid over $900 for the repair and the problem I brought my car in for was not fixed.
I understand that the work that was done, needed to be done, but I only willing to pay a set amount to have the car repaired, had they told me that there was no guarantee that the work done would not fix the problem, I wouldn't have approved the work and would have sold the car (which I did since I was unwilling to pay for any more repairs).
The most important factor in this case for me is that I was not informed that the work being done was not guaranteed to fix the problem. After all, they're the dealership where I purchased the car and they're the experts, not me. They are not taking responsibility for being the experts and they did not provide me all the information I needed to make an informed decision.
That is why I believe I deserve a refund or at least an offer in settlement.
Final Consumer Response /* (4200, 13, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I brought the car to the dealer due to a check engine light. They made over $900 in repairs that did not fix the problem. Therefore I do not feel I should pay for the repairs since they didn't fix the problem.
I had budgeted a max of $1000 to repair the car. If the estimate had stated that thee repair may or may not fix the problem, I would not have done the repair. Unfortunately the dealer failed to explain or disclose that the repair may or MAY NOT fix the problem.
But to come back to me after I spend over $900 dollars and tell me since that didn't fix the problem that now I need another $1500 worth of repairs.
To me this sounds like bait and switch!
Final Business Response /* (4000, 11, 2014/10/22) */
In this situation the vehicle had the incorrect parts installed by a different repair facility or private party and was several quarts low on oil due to active oil leaks. The obvious repair is to install the correct parts and to fix the oil leaks so that there is oil staying in the engine. All of the repairs performed come with a 2 year unlimited mileage warranty from the manufacture if those parts were to fail within that time frame. Unfortunately the vehicle had additional problems that were being masked because of the previously stated issues. Had the correct parts been installed in the car in the first place we would not had needed to replace them here before finding out it needed additional work to be performed. The customer is holding us responsible for an incorrect repair that was performed elsewhere. If there was any way for us to know that there was additional repairs that were going to be needed we would have obviously made them aware of this ahead of time. The customer agrees the repairs needed to be perform but, does not want to pay for them because there was additional work that his car needs to his car. If the repairs on their car were not necessary or did not fix his leaks then we would be inclined to refund the money but, even the customer agrees these repairs needed to be performed he just does not want to pay for them because his vehicle needs more work. For these reasons we will not be refunding the customer for the repairs we performed to his vehicle.
Initial Business Response / [redacted] (1000, 5, 2014/09/25) */ Contact Name and Title: [redacted] Service Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @patrickcars.com Mr [redacted] brought his car in for a rough idle concern and a check engine light being onWhen we performed our diagnostics the only trouble fault codes that were stored were for misfires on all cylindersUpon inspection of the car we found that his car had aftermarket and the incorrect spark plugs in the carThe car also had no oil registering on the dip stickUpon further inspection we found oil leaks coming from the engineWe recommended installing the correct spark plugs in the car for the misfire and rough idle concern and to repair the oil leaks to correct the car being low on oil which Mr [redacted] agreed toUnfortunately the check engine light returned a couple of days laterWe performed further diagnostics at no additional charge to the customer and found that the engine timing chain was stretched past specification that MINI considers acceptable allowing the engine to slip out of time intermittentlyInstalling the correct spark plugs and repairing the oil leaks were repairs that needed to be performed to the vehicle and were the correct repairs to perform based on the information we were providedUnfortunately in this case the vehicle had an additional repair that is necessary to properly fix the check engine lightIf we had performed a repair that was not necessary or misdiagnosed the vehicle then I would consider refunding Mr [redacted] his money but, that is not the case in this situationThe vehicle had incorrect parts in it that ignite the air fuel mixture, had obvious oil leaks and didn't have enough oil in the engine to register on the dip stick Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bottom line is that I brought my car in for a repair, I paid over $for the repair and the problem I brought my car in for was not fixed I understand that the work that was done, needed to be done, but I only willing to pay a set amount to have the car repaired, had they told me that there was no guarantee that the work done would not fix the problem, I wouldn't have approved the work and would have sold the car (which I did since I was unwilling to pay for any more repairs) The most important factor in this case for me is that I was not informed that the work being done was not guaranteed to fix the problemAfter all, they're the dealership where I purchased the car and they're the experts, not meThey are not taking responsibility for being the experts and they did not provide me all the information I needed to make an informed decision That is why I believe I deserve a refund or at least an offer in settlement Final Consumer Response / [redacted] (4200, 13, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I brought the car to the dealer due to a check engine lightThey made over $in repairs that did not fix the problemTherefore I do not feel I should pay for the repairs since they didn't fix the problem I had budgeted a max of $to repair the carIf the estimate had stated that thee repair may or may not fix the problem, I would not have done the repairUnfortunately the dealer failed to explain or disclose that the repair may or MAY NOT fix the problem But to come back to me after I spend over $dollars and tell me since that didn't fix the problem that now I need another $worth of repairs To me this sounds like bait and switch! Final Business Response / [redacted] (4000, 11, 2014/10/22) */ In this situation the vehicle had the incorrect parts installed by a different repair facility or private party and was several quarts low on oil due to active oil leaksThe obvious repair is to install the correct parts and to fix the oil leaks so that there is oil staying in the engineAll of the repairs performed come with a year unlimited mileage warranty from the manufacture if those parts were to fail within that time frameUnfortunately the vehicle had additional problems that were being masked because of the previously stated issuesHad the correct parts been installed in the car in the first place we would not had needed to replace them here before finding out it needed additional work to be performedThe customer is holding us responsible for an incorrect repair that was performed elsewhereIf there was any way for us to know that there was additional repairs that were going to be needed we would have obviously made them aware of this ahead of timeThe customer agrees the repairs needed to be perform but, does not want to pay for them because there was additional work that his car needs to his carIf the repairs on their car were not necessary or did not fix his leaks then we would be inclined to refund the money but, even the customer agrees these repairs needed to be performed he just does not want to pay for them because his vehicle needs more workFor these reasons we will not be refunding the customer for the repairs we performed to his vehicle
On Nov 7, I took my mini cooper into Patrick Mini in Schaumburg as I had an oil service indicator on my dash and for them to complete a safety recall I was at the dealership at 8:AM My car was not ready until 3:PM When I picked up the car and paid for the service($for an oil change) I got back into my car and the service light was still on I went back into the dealership The service manager "Bill" stated they would not clear the service indicator until I had them replace the cabin filter $(despite a coupon on their website for $49) and a safety inspection $None of this was stated to me at the time I brought the car in at 8:It is sad when a company should be more focused on the customer that the service department at Patrick BMW-Mini would treat someone this way To force someone to purchase and install a cabin filter at the dealership before they clear the indicator light is a joke I have always replaced them myself as it is not that hard to do To force someone to pay for service such as a safety inspection (Bill stated one hour of work) for $in order to clear the service indicator is nothing short of blackmail I have never had this issue at any Honda dealershipI hope this will help add transparency to how Patrick Mini does business
Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Contact Name and Title: [redacted] Service Manage Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @patrickcars.com I called Mr [redacted] in regards to the last service visitDuring the entire visit while his car was here I checked in with him multiple times and advised him each step of the wayI told him the panel/latch could be damaged when attempting to open the door, because the door was stuck shut, and that once it was opened it was a possibility that it would not be able to be shut unless it was fixedHe authorized to have us open the door and advise him on what repairs would need to be performedOnly after getting his authorization to do whatever was necessary to get the door open was anything brokenHe refused to talk on the phone and told me to "fix it or else" and hung up on me During his service he was aware that the time taken was to try to get the door open without having to damage or break anything during the processOnce we knew that was not possible, he gave the go-ahead to do whatever was needed to get the door open so it could be fixed, because he had already been to other independent repair facilities that would not even attempt to work on the vehicle because of the concernThen when the door was actually opened and he was given the estimate for repairs of $He said absolutely no way was he going to spend that kind of money on a car that he thought was only worth $3,After trying to get the door shut I advised him that at minimum the latch would have to be ordered and replaced for the cost of $to get the door to close, he declined that and told me to get it shut and tape it upI had the technician do just thatAfter all of the back and forth then he acted surprised at the situation like he was unaware anything that we had spoke aboutHe was advised of all the possibilities of damage and of the door not being able to be shut once it was opened before the door panel was broken into and Mr [redacted] Ok'd additional action to get into the doorPlease contact me with any other questions about this situation, The Patrick Group and my name are attached to this and I am looking to make sure that we protect our good name and reputation Thanks Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) there is a couple of mis statements1st they did let me know that the that there could be some damage to the inside panel, a little bent or something.that was the full disclosure I took this to my mechanic and he said they destroyed everything inside the panel, broke a bunch of things and a bunch of pieces are missing Final Business Response / [redacted] (4000, 13, 2014/05/06) */ As stated in last response Patrick BMW will absorb 20% of the cost of the repairIf Mr [redacted] would like to have the car repaired he needs to call us for a appointmentAgain: Mr [redacted] was informed thoughout the process of getting his door opened that some damage could occur during this process and approved further actionThanks Brad Final Consumer Response / [redacted] (4200, 11, 2014/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The real problem is two fold 1st is I bought a key from them which they couldn't programCame back and they programmed it then next day the door wouldn't openAfter researching it online I see this is a reacuring problemThen they said to see what's wrong and they destroyed the inside panel,broke a bunch of things and really did significant damageI don't think I should be liable for any of this in fact they broke the car,totally screwed up the repair doing significant damage and then lied about what they promised and created a significant amount of pain and suffering because of there balatant disregard for the truth
Complaint: [redacted] I am rejecting this response because: My car did not come with a damage and turning it into my insurance is not an option for me because I am not going to pay 1000 dollars for deductible for no mistake of mine. I want a proof that I got my car into service with a damage. I am not going to buy the piece of paper as proof as they can mark that any time. I just started a [redacted] process in [redacted] on this issue for 1500 dollars plus attorney charges. I also request BBB to come up with a note of what they think about this issue. I request BBB to post this complaint online and make it visible for others Sincerely, [redacted] *
Initial Business Response /* (1000, 5, 2014/02/18) */
Mr*** has been permanently removed from our mailing listsWe apologize for any inconvenience
Final Consumer Response /* (2000, 7, 2014/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/01/26) */
Ms***:
We represent Patrick BMW, which forwarded us a copy of Mr***'s above-referenced complaint
Our understanding is that Nissan North America, Inc("Nissan"), the vehicle manufacturer, authorized an inspection
of Mr***'s vehicle in *** *** with Star Nissan, and there is presently an evaluation and determination as to whether Nissan will perform the repairs requested by Mr***
We see the issue in this case as a product matter, with a proper resolution to be worked out between the manufacturer and Mr***It is premature to determine whether this matter will be resolved through those efforts, but to the extent Nissan performs the repairs, that would moot Mr***'s complaint against Patrick
You should be able to confirm this status update with Mr***Upon receiving further information, we will also update the Revdex.com
Please feel free to contact me with any questions in the interim
Very truly yours,
*** ***
*** ** ***
***, P.C
NWabash, 21st Floor Chicago, IL XXXXX
Phone *** Fax ***
***@burkelaw.com www.burkelaw.com
Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealer will not take the car back & Nissan north America so far ( weeks at the dealer ) will not fix the transmission in the car
Final Consumer Response /* (4200, 13, 2015/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did agree on splitting the cost of the repair on the transmission ( $to the dealer total cost is $10,) but it's been weeks & I still don't have a ck & nobody from there legal dept has contacted me
Final Business Response /* (4000, 17, 2015/03/23) */
This issue has been resolved to the satisfaction of both parties
Recent email from Complaintant,
Hi ***,
Here's a copy of my withdrawal of my complaint with Revdex.com
I called the attorney General's office & told them that I'm Satisfied with Patrick BMW & withdraw my complaintI had my secretary go on the sites that we put negative comments on & either take down or add to stating we worked out our differences to my satisfactionIf she missed any of them please let me know & I will see to it it gets handledI'm out of town till Tuesday so I'll put a ck in the mail on WednesdayWho do I make it out too & where do I send it?
Thank You
Initial Business Response /* (1000, 10, 2015/05/22) */
We are happy to work with the client to rectify the situation and have communicated that information with the clientThe client needs to get an estimate from a Lexus dealer and bring the estimate to us with his vehicle to Patrick BMW
and we will assist in correcting the issueOnce the customer has the estimate he should call *** *** at XXX-XXX-XXXX and he will setup an appointment to correct the problem
Regards,
The Patrick Dealer Group
*** ***
Chief Marketing Officer
(XXX)XXX-XXXX - Cell
***@***.com
Initial Business Response /* (1000, 5, 2014/04/16) */
Contact Name and Title: [redacted] Service Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@patrickcars.com
I called Mr. [redacted] in regards to the last service visit. During the entire visit while his car was here I checked...
in with him multiple times and advised him each step of the way. I told him the panel/latch could be damaged when attempting to open the door, because the door was stuck shut, and that once it was opened it was a possibility that it would not be able to be shut unless it was fixed. He authorized to have us open the door and advise him on what repairs would need to be performed. Only after getting his authorization to do whatever was necessary to get the door open was anything broken. He refused to talk on the phone and told me to "fix it or else" and hung up on me.
During his service he was aware that the time taken was to try to get the door open without having to damage or break anything during the process. Once we knew that was not possible, he gave the go-ahead to do whatever was needed to get the door open so it could be fixed, because he had already been to 2 other independent repair facilities that would not even attempt to work on the vehicle because of the concern. Then when the door was actually opened and he was given the estimate for repairs of $1260.00. He said absolutely no way was he going to spend that kind of money on a car that he thought was only worth $3,000. After trying to get the door shut I advised him that at minimum the latch would have to be ordered and replaced for the cost of $750.00 to get the door to close, he declined that and told me to get it shut and tape it up. I had the technician do just that. After all of the back and forth then he acted surprised at the situation like he was unaware anything that we had spoke about. He was advised of all the possibilities of damage and of the door not being able to be shut once it was opened before the door panel was broken into and Mr. [redacted] Ok'd additional action to get into the door. Please contact me with any other questions about this situation, The Patrick Group and my name are attached to this and I am looking to make sure that we protect our good name and reputation.
Thanks
Initial Consumer Rebuttal /* (3000, 7, 2014/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
there is a couple of mis statements. 1st they did let me know that the that there could be some damage to the inside panel, a little bent or something.that was the full disclosure 2. I took this to my mechanic and he said they destroyed everything inside the panel, broke a bunch of things and a bunch of pieces are missing
Final Business Response /* (4000, 13, 2014/05/06) */
As stated in last response Patrick BMW will absorb 20% of the cost of the repair. If Mr. [redacted] would like to have the car repaired he needs to call us for a appointment.. Again: Mr. [redacted] was informed thoughout the process of getting his door opened that some damage could occur during this process and approved further action.. Thanks Brad
Final Consumer Response /* (4200, 11, 2014/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The real problem is two fold 1st is I bought a key from them which they couldn't program. Came back and they programmed it then next day the door wouldn't open. After researching it online I see this is a reacuring problem. Then they said 147 to see what's wrong and they destroyed the inside panel,broke a bunch of things and really did significant damage. I don't think I should be liable for any of this in fact they broke the car,totally screwed up the repair doing significant damage and then lied about what they promised and created a significant amount of pain and suffering because of there balatant disregard for the truth.
On Nov 7, 2015 I took my 2006 mini cooper into Patrick Mini in Schaumburg as I had an oil service indicator on my dash and for them to complete a safety recall. I was at the dealership at 8:00 AM. My car was not ready until 3:00 PM
When I picked up the car and paid for the service($74.75 for an oil change) I got back into my car and the service light was still on. I went back into the dealership. The service manager "Bill" stated they would not clear the service indicator until I had them replace the cabin filter $70.00 (despite a coupon on their website for $49) and a safety inspection $130.00.
None of this was stated to me at the time I brought the car in at 8:00.
It is sad when a company should be more focused on the customer that the service department at Patrick BMW-Mini would treat someone this way. To force someone to purchase and install a cabin filter at the dealership before they clear the indicator light is a joke. I have always replaced them myself as it is not that hard to do. To force someone to pay for service such as a safety inspection (Bill stated one hour of work) for $130.00 in order to clear the service indicator is nothing short of blackmail. I have never had this issue at any Honda dealership.
I hope this will help add transparency to how Patrick Mini does business.
Complaint: [redacted]
I am rejecting this response because:
My car did not come with a damage and turning it into my insurance is not an option for me because I am not going to pay 1000 dollars for deductible for no mistake of mine.
I want a proof that I got my car into service with a damage. I am not going to buy the piece of paper as proof as they can mark that any time.
I just started a [redacted] process in [redacted] on this issue for 1500 dollars plus attorney charges. I also request Revdex.com to come up with a note of what they think about this issue. I request Revdex.com to post this complaint online and make it visible for others
Sincerely,
[redacted]
This customer purchased their own car from BMWUSA as this was a lease return vehicle they chose to buy. Patrick is tasked with handling the paper work for BMWUSA, this purchase was between BMWUSA and the customer. All scratches and issues with this vehicle were on this car at time of inspection....
The tires on this vehcile had less than 2 millimeters of tread which makes them illegal to drive so they had to be replaced per Illinois law. When the customer requested to see the tires we kept them at our service drive for two months and he never picked them up.Most of this complaint is regarding BMW's lease return process we are forced to comply with. I'd recommend filing this complaint directly with BMWUSA as they are the party this transaction was completed with.
As far as the clients unhappiness with our service department I am willing to offer a complete vehicle detail completed by our 3rd party detail shop. This would need to be scheduled by appointment by contacting [redacted]
[redacted]
We will not bill your for the $44.01, consider this invoice waived. I will have [redacted] our finance managers call you to go through your documentation with you. Please contact [redacted] if that conversation doesn't bring the...
matter to a close.
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: [redacted] Service Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@patrickcars.com
Mr. [redacted] brought his car in for a rough idle concern and a check engine light being on. When we performed our...
diagnostics the only trouble fault codes that were stored were for misfires on all cylinders. Upon inspection of the car we found that his car had aftermarket and the incorrect spark plugs in the car. The car also had no oil registering on the dip stick. Upon further inspection we found 2 oil leaks coming from the engine. We recommended installing the correct spark plugs in the car for the misfire and rough idle concern and to repair the oil leaks to correct the car being low on oil which Mr. [redacted] agreed to. Unfortunately the check engine light returned a couple of days later. We performed further diagnostics at no additional charge to the customer and found that the engine timing chain was stretched past specification that MINI considers acceptable allowing the engine to slip out of time intermittently. Installing the correct spark plugs and repairing the oil leaks were repairs that needed to be performed to the vehicle and were the correct repairs to perform based on the information we were provided. Unfortunately in this case the vehicle had an additional repair that is necessary to properly fix the check engine light. If we had performed a repair that was not necessary or misdiagnosed the vehicle then I would consider refunding Mr. [redacted] his money but, that is not the case in this situation. The vehicle had incorrect parts in it that ignite the air fuel mixture, had obvious oil leaks and didn't have enough oil in the engine to register on the dip stick.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bottom line is that I brought my car in for a repair, I paid over $900 for the repair and the problem I brought my car in for was not fixed.
I understand that the work that was done, needed to be done, but I only willing to pay a set amount to have the car repaired, had they told me that there was no guarantee that the work done would not fix the problem, I wouldn't have approved the work and would have sold the car (which I did since I was unwilling to pay for any more repairs).
The most important factor in this case for me is that I was not informed that the work being done was not guaranteed to fix the problem. After all, they're the dealership where I purchased the car and they're the experts, not me. They are not taking responsibility for being the experts and they did not provide me all the information I needed to make an informed decision.
That is why I believe I deserve a refund or at least an offer in settlement.
Final Consumer Response /* (4200, 13, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I brought the car to the dealer due to a check engine light. They made over $900 in repairs that did not fix the problem. Therefore I do not feel I should pay for the repairs since they didn't fix the problem.
I had budgeted a max of $1000 to repair the car. If the estimate had stated that thee repair may or may not fix the problem, I would not have done the repair. Unfortunately the dealer failed to explain or disclose that the repair may or MAY NOT fix the problem.
But to come back to me after I spend over $900 dollars and tell me since that didn't fix the problem that now I need another $1500 worth of repairs.
To me this sounds like bait and switch!
Final Business Response /* (4000, 11, 2014/10/22) */
In this situation the vehicle had the incorrect parts installed by a different repair facility or private party and was several quarts low on oil due to active oil leaks. The obvious repair is to install the correct parts and to fix the oil leaks so that there is oil staying in the engine. All of the repairs performed come with a 2 year unlimited mileage warranty from the manufacture if those parts were to fail within that time frame. Unfortunately the vehicle had additional problems that were being masked because of the previously stated issues. Had the correct parts been installed in the car in the first place we would not had needed to replace them here before finding out it needed additional work to be performed. The customer is holding us responsible for an incorrect repair that was performed elsewhere. If there was any way for us to know that there was additional repairs that were going to be needed we would have obviously made them aware of this ahead of time. The customer agrees the repairs needed to be perform but, does not want to pay for them because there was additional work that his car needs to his car. If the repairs on their car were not necessary or did not fix his leaks then we would be inclined to refund the money but, even the customer agrees these repairs needed to be performed he just does not want to pay for them because his vehicle needs more work. For these reasons we will not be refunding the customer for the repairs we performed to his vehicle.