I purchased a 2017 Cayenne from this dealership last fall and had a good experience with the salesman - Josh. I must say that I went into my first Porshe purchase expecting to have a superb customer service experience, but from there it went downhill fast. First a rat got into the engine compartment and bit through a wire and it was giving me weird warning lights. When I took it in they said it would cost $1,800 to replace the harness as it was not covered by warranty. I asked them to send me a picture and quickly could see that it was just one wire, which I asked them to repair, not replace the whole harness. They would not do it, so I told them to do nothing and took it home and fixed it myself in less than 10 minutes for nothing. The wire that was chewed in two had been stuffed far back up into the bundle of 50 or so wires, so it was hidden from view, which I did not appreciate. I complained to the service dept, the customer service dept, and ultimately wrote a letter to the Manager of the dealership explaining my frustrations and offering to come meet and discuss it. Never heard a word from him. Next, I had a glancing collision with the corner of a curb near George Bush which blew out 2 tires. Thank God I bought the $1,800 tire protection package. Oooopps! Does not cover hitting a curb. So I complained and requested to cancel the policy and get a refund. They agreed, but now 8 weeks later, I don't have the refund and Suzanne, the woman who sold me the policy (from Auto Nation) has not responded to my last e-mail, sent a month ago.
Update to the Tire policy refund. After I posted this negative review on a few sites, I got a quick call from the Manager of the dealership, but all he could say was that it is their policy to replace any part that is not working, no matter how easily repaired. He did request that I send all the emails documenting my problems with the service department and then on the policy refund, which I sent several weeks ago and then never heard anything further. Meanwhile, I still did not receive the refund from the Tire policy and it is now 12 weeks. A new person, Nichole emailed me that a check had been sent to my home address 2 weeks before, and that if I had not received it they would stop payment and re-issue. I said I had not received it and she said she would get it that afternoon and FedEx it to me and send me the tracking number. 5 days later I emailed to find out where the tracking information was and she said, oh yes, let me check on that and then emailed back that they could not make payment directly to me because there was a loan. I said fine just send payment to the bank and tell them to credit the loan and notify me. 2 weeks later, I check online and find that there is no payment. Although there was a payment a month ago that was reversed because payment was stopped on the check. Soooo they sent the payment to the bank even though they specifically emailed me with a check # and my home address. I know this is confusing and long, so I will just stop and say that no one I have dealt with beyond the initial salesman seems to have a clue or care, so if you buy a car there, dont expect much after the sale is closed. I am due for my 20K service and checked to see what is included and what it costs. Not much and $1,100. I checked with Kwik Kar and they will do the same things including changing all the filters (air and a/c) and flush the brake system for $350. Hmmmm - what to do? No question there I will save $750 and not have to leave my car for a day at a dealership in which I have no confidence.
johnworley77
Aug 6, 2018
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