What happened to service at Patrick MINI?
^^ wat?! Shane's gone too? 
Just last week i gave their phone survey all "5's" ... I can't say their
service was picture perfect, but Shane's efforts was reflected to me
as a "5" so that's what I gave them. man... this sucks.
Just last week i gave their phone survey all "5's" ... I can't say their
service was picture perfect, but Shane's efforts was reflected to me
as a "5" so that's what I gave them. man... this sucks.
shukes- if you're in a hurry, Bill Jacobs (naperville), Knauz (lake bluff).
both pretty far from where we're at.
I sent a PM to WINDYCITYMINI (Patrick) asking for a reply. I
would prefer to have my car serviced there.
both pretty far from where we're at.
I sent a PM to WINDYCITYMINI (Patrick) asking for a reply. I
would prefer to have my car serviced there.
Thread Starter
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2nd Gear
Joined: Jul 2005
Posts: 121
Likes: 0
Last week I had an emergency service. My Mini wound't start, but had power. I called Mini Roadside that said it should be towed. The tow truck drivers were less than competent. In addition to not really knowing how to work the tow truck they did not have the parts needed to secure my Mini to the truck for transport.
I called Patrick's service dept to ask for their help, they talked to the driver. I guess it didn't help him. When I called back again 40 minutes later they told me to have them put the car down and send them on their way, they were coming to help.
Sure enough a BMW roadside assistance car arrived soon after, got me started and followed me to the dealer. They fixed the problem and I'm back up and running.
They really came through when I needed it and I appreciate it. Two thumbs up.
I called Patrick's service dept to ask for their help, they talked to the driver. I guess it didn't help him. When I called back again 40 minutes later they told me to have them put the car down and send them on their way, they were coming to help.
Sure enough a BMW roadside assistance car arrived soon after, got me started and followed me to the dealer. They fixed the problem and I'm back up and running.
They really came through when I needed it and I appreciate it. Two thumbs up.
2nd Gear
Joined: May 2005
Posts: 137
Likes: 0
From: Palatine, IL (Chicago NW 'burbs)
Blake at Patrick was awesome when I was in there recently. The tasks that I dropped my MINI off for was taking longer than I expected due to some other glitches that the Service department found and needed to address. I got a ride home from Blake so I could continue working and went back later with a neighbor to pick up my car.
Service was fast, courteous. The ride home from the Service Advisor was above and beyond expectations rather than dealing with getting a loaner for the day.
Service was fast, courteous. The ride home from the Service Advisor was above and beyond expectations rather than dealing with getting a loaner for the day.
3rd Gear
Joined: Oct 2002
Posts: 203
Likes: 0
From: Oak Park,IL
Okay folks - time for some damage control. Adam is in fact no longer with us. Yes, some degree of transitional pains will inevitabley occur when there is staff turnover. This holds true for most any business. Some of you were obviously attached to Adam and have taken the change personally. Patrick prides itself on the relative longevity of it's employee retention. I personally drive 40 miles one-way right past Naperville and Westmont and could easily find employment closer to home. I choose to drive to Schaumburg. I've worked in those other locations but no operation comes close to the integrity of The Patrick Dealer Group (IMHO).
I'm not making any excuses for anyone - I'm just saying this situation was anticipated and every effort was made to minimize the impact.
The two Service Consultants in place are sincere and will in time earn your respect and loyalty. I agree it is awkward with the Sales & Service all under one roof for the moment. We've made evry effort to make a clear distinction between "showroom" and the designated Service Reception and waiting area. More often than not, we (Sales) do in fact recognize the difference between a potential prospect and Service Customer so the approach needs to be tailored to each individual's expectations. That is a fine line we walk in Sales as many folks feel intimidated or pressured. Sorry if we've offended anyone - we do in fact appreciate the feedback and will use it to our advantage for improvement.
I'm not making any excuses for anyone - I'm just saying this situation was anticipated and every effort was made to minimize the impact.
The two Service Consultants in place are sincere and will in time earn your respect and loyalty. I agree it is awkward with the Sales & Service all under one roof for the moment. We've made evry effort to make a clear distinction between "showroom" and the designated Service Reception and waiting area. More often than not, we (Sales) do in fact recognize the difference between a potential prospect and Service Customer so the approach needs to be tailored to each individual's expectations. That is a fine line we walk in Sales as many folks feel intimidated or pressured. Sorry if we've offended anyone - we do in fact appreciate the feedback and will use it to our advantage for improvement.
4th Gear
Joined: Dec 2004
Posts: 331
Likes: 0
From: Greater Chicagoland
The new cat Matt in service is great. He is a friendly guy, knows the cars (even though he drives an Acura) and is always on top of things. I have never once had a problem at Patrick and never hesitate to take the car in, as long as my "Do not wash" sign is on the dash!
TJM
TJM
6th Gear
Joined: Sep 2005
Posts: 3,047
Likes: 0
From: Chicago.. yes, Chicago
So I'm driving home from MOTD last week and the power steering pump goes on the fritz just outside of Knoxville. 500 miles without power steering.. good thing the interstate through Indiana is very straight.
I call Patrick monday morning and speak to Blake. I ask for the next available slot so I can get the pump replaced and Inpection 1 performed. I'm thinking I'm going to have to wait several days for a slot, he asks me if I can come in before noon that same day. I'm there in 30 minutes and hand the keys to Rich (whom I met at MOTD).
Long story short... Rich fixes my MCC, good as new. Extremely happy with Patrick MINI service! I like it even more since the service area is in the MINI area, not BMW.
I call Patrick monday morning and speak to Blake. I ask for the next available slot so I can get the pump replaced and Inpection 1 performed. I'm thinking I'm going to have to wait several days for a slot, he asks me if I can come in before noon that same day. I'm there in 30 minutes and hand the keys to Rich (whom I met at MOTD).
Long story short... Rich fixes my MCC, good as new. Extremely happy with Patrick MINI service! I like it even more since the service area is in the MINI area, not BMW.
which reminds me... i need to bring my car in to get my AC fixed... again.
they tried fixing it twice already... the leak is so damn small i think they
need to dunk the whole car in water to find it. lol
probably get my coolant replaced too at the same time.
they tried fixing it twice already... the leak is so damn small i think they
need to dunk the whole car in water to find it. lol
probably get my coolant replaced too at the same time.
Patrick service picked up their phone in 2 rings, i setup my appointment
for tomorrow.
keeping my fingers crossed to get that a/c
fixed.
also getting my coolant flushed and my car will be good for
another 3-4yrs.
for tomorrow.
keeping my fingers crossed to get that a/cfixed.
also getting my coolant flushed and my car will be good for another 3-4yrs.
Patrick (blake) did a great job this morning. He even got me setup to
go on a R56 MCS test drive while i waited. that R56
seems to have all the fixes of the R53's drivability covered. it's an
exceptional car.
I put a DO NOT WASH sign and they didn't wash my car either.
thanks, Blake! im going to go detail my car OCD-style after lunch.
go on a R56 MCS test drive
while i waited. that R56seems to have all the fixes of the R53's drivability covered. it's an
exceptional car.
I put a DO NOT WASH sign and they didn't wash my car either.
thanks, Blake!
im going to go detail my car OCD-style after lunch.
6th Gear
Joined: Sep 2005
Posts: 3,047
Likes: 0
From: Chicago.. yes, Chicago
So my Brake Sensor light goes on while I'm spotting Paul and reaching the 26,000 mile mark on WED. I call a local shop and make an appointment for service. Then I realize I'm still under warranty. So I call Patrick MINI. I leave a message and Blake calls me back and I explain my issue. I'm back on Friday and they replace my pads/rotors while I wait.. no charge to me
Thanks again Patrick MINI from a very satisfied customer
Thanks again Patrick MINI from a very satisfied customer
Can't wait for the huge power increase
4th Gear
Joined: Feb 2007
Posts: 488
Likes: 0
From: Haus of Gaga
last week, i took The Chap into knauz...it was my first time bringing him in..and my first time dealing with a dealer/ warranty.
they were great with getting me a rental (CR/W...just a cooper). however, i was kinda disapointed by the overall service. I brought in a list of things that needed to be done- a physical list! They were all throughly explained- noises, when they were happening, etc. About half of the things were not fixed...namely the rattling in the driver door and the belt squeal. Plus, one of my license plate lights are out and they didn't have it in stock, so i have to drive 45 minutes back whenever it comes in.
BUT...what i think is the worst part is that I was 100 miles over service for my oil change. i had been in contact with the service department before i took it in, they knew it was my first time there..no one mentioned that the oil change would be $260. I never deal with dealerships- is that to be expected?! It seems kinda sneaky to me... I sent them an email last night explaining all of that and i have yet to hear back.
aye aye aye...
they were great with getting me a rental (CR/W...just a cooper). however, i was kinda disapointed by the overall service. I brought in a list of things that needed to be done- a physical list! They were all throughly explained- noises, when they were happening, etc. About half of the things were not fixed...namely the rattling in the driver door and the belt squeal. Plus, one of my license plate lights are out and they didn't have it in stock, so i have to drive 45 minutes back whenever it comes in.
BUT...what i think is the worst part is that I was 100 miles over service for my oil change. i had been in contact with the service department before i took it in, they knew it was my first time there..no one mentioned that the oil change would be $260. I never deal with dealerships- is that to be expected?! It seems kinda sneaky to me... I sent them an email last night explaining all of that and i have yet to hear back.
aye aye aye...
Banned
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Joined: Oct 2005
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From: Car Nut Since 1987, Owner Since Fall 2005, Vendor Since Fall 2007
WOW $260.00 for an oil change? Bill Jacobs is only $60.00, something is not right, I would get in the MINI and drive over there and speak with someone face to face.
4th Gear
Joined: Feb 2007
Posts: 488
Likes: 0
From: Haus of Gaga
yeah, $260 for the "full" change- 2 filters, wipers, oil. I'm PO'd! I just graduated college and this is definitely not on my list of things to pay for... and it really bothers me that they never said anything about paying for the oil change if you go over the service limit. I explicitly mentioned that I was the new owner of this car, had never gone to Knauz before and wasn't familiar with their warranty/ service procedures. THAT'S why my mechanic does my car (plus, he upgraded my tires to 215's for free!!! Just cuz he thought they'd look tough )
anyway, i got in contact with the service manager, i have yet to hear back from him. sheeeeeesh!
)anyway, i got in contact with the service manager, i have yet to hear back from him. sheeeeeesh!
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From: Car Nut Since 1987, Owner Since Fall 2005, Vendor Since Fall 2007
Bummer, sounds like they changed the cabin air filter and thats like 150.00 bucks most places, heads up, I know the Free Oil Changes end at 30K, I also dont think the 2nd owner of a MINI, even if it is under 30K get the free oil changes, could be wrong, so check with the SM. Just be careful getting your oil changes outside of a dealer, because of the "O" ring issues, and if you do be sure and let the car sit and run long enough to build up oil pressure and look under the car for oil. Or you could run dry in a few miles and be buying a motor, and I know thats not in your list of things to pay for ever.
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From: Car Nut Since 1987, Owner Since Fall 2005, Vendor Since Fall 2007
That 100 miles, may be the bigger issue, I know I was told by Jacobs that I need to let my "service" counter get past "0" miles before the Free Oil Change would be free. Was the service counter at zero?