Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Patrick Mini on 09.10.2024 for a car. After a few follow *** i placed an order for a 5 series car (my own build) .They told us that for build a car it could take about 2 months. They run my credit on 09.16.2024 and we put a deposit. We gave the credit card for a deposit even though it was never charged for a deposit. We confirmed the order and supposedly the order was placed... a few days later, we decide we actually might be interested in 7series car. We reached out and the sales *** stated that he will cancel the 5 series. We started comminucating for the new 7 series. I liked one and sent of over. I was told that this one was sold (from their inventory online). So i liked a new one with different interior. he said he will have it in a few weeks in the dealer. We were told there is a stop sale. How he sold (the first 7 series car if there was a stop sale to begin with ) ? He kept following up and following up and we kept being told that they is a stop sale and he doesnt know when the car will be ready... Yesterday, i received a letter from *** (dated Nov 15) that i have high ratio of car loans ??? How on first place was I able to order a car the 5 series if i was being declined ??? I was never told there was any issue with my credit. And why am i gettting letter now when my credit was run 09.16.2024 ??? This is ridiculous! I got 1 *** on ******* with not issues from **** ****** ...all of a sudden i am declined ? Very unprofessional and i am demaning explanation for this terrible customer service!!

  Business Response

  Date: 11/25/2024

  We apologize for any misunderstanding regarding your *** order with Patrick ***.
  

  As explained during your visit, placing an order for a vehicle requires both a deposit and a completed credit application.Additionally, the credit application must be submitted to *** ****************** for preapproval, whether for a purchase or lease.
  

  ********************** granted conditional approval with the stipulation that your current *** loan must be resolved, or the vehicle turned in at the time of delivery for the new vehicle. As part of their process,lenders and financial institutions are required to notify consumers of credit decisions via written communication, which explains why you received a letter from ***********************
  

  We recommend reaching out directly to *** ****************** for clarification on the stipulation, as Patrick *** does not determine the terms of approval. You can contact *** ****************** at ************ or use the number provided in their correspondence.
  

  Regarding the *** 7 Series models, Patrick *** currently does not have any in stock. The vehicles presented to you are in-transit from the port but are currently under a stop sale status. Unfortunately, this is a situation beyond our control, and we do not have visibility on when ******* will resolve the issue or release the vehicles for shipment.
  

  We understand that you have spoken with ***** ****, Patrick *** General Sales Manager who is working with you to put together something that suits you. Please contact him directly at *********************************** or call him directly at ************. For any credit-related questions, please contact ********************** directly.
  

  Thank you for your understanding, and were here to assist with any additional questions.

  
  

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  ***************************