ComplaintsforRusnak/Westlake Porsche

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  glove box latch broke and seat lever broke on my 2020 porsche 911. vehicle has 72,000 miles which is "out of warranty". dealer wants over $1200 to repair, which they claim is 40% of total cost to repair. ive only driven the vehicle for 2 years 8 months - these items should not be breaking on a $120,000 vehicle. breakage was not due to mishandling or negligence on my part. car is in superior condition, with complete and up to date maintenance records.

  Business response

  07/13/2023

  Client dropped off vehicle on July 6 2023 at 8:39am with two concerns: right side seat recliner knob came off and glove box handle came apart-unable to open. Vehicle is a 2020 911 Porsche with 72,443 miles. New vehicle manufacturer warranty is 4 years or 50,000 miles, whichever first. At the time of drop off, client stated that both broken pieces were in the vehicle, we were unable to locate them to determine cause of failure. Any repair covered under the manufacturer warranty requires us to submit pictures of failure. As a valued client, even though it’s out of warranty by miles, we decided to assist the client with 60% toward both repairs as a good gesture.  Glove box repair total repair $1441.15, quoted client $576.46. Seat recliner knob replacement $1816.86, quoted client $726.74. Both before tax. Client decided to wait on repairs as they were going to contact Porsche directly for further assistance. We were able to open the glove box for the client so they could remove any items, no charges were given to the client.

  Customer response

  07/14/2023

  
  
  I am rejecting this response because:I told the service advisor when dropping off the vehicle that both broken items were in the vehicle - front passenger seat.  (Attempted to attach picture to this response, but the file type is not accepted). When the vehicle was returned to me, the glove box latch was in front passenger seat with spring missing from it, and seat latch was wedged between passenger seat and center console.  I still have both broken parts.  This story that these pieces were not provided is not true
  
  Regards,
  
  L*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  07/19/2023

  Mr. M**** spoke to our GM on 7/18/23 and agreed on a solution. We will order necessary parts for both repairs and have client return the week of 7/24/2023. Client portion will be $750 total. Thank you, 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 18, 2023 Charged for Incomplete Work - Poor Customer Resolution and Service Service Manger S** and Service Advisor B**** Porsche Rusnak Westlake Service Department Unfortunately I have had multiple issues with this dealership and I generally take all my Business to Beverly Hills but this last few times due to convenience I took one of my Porsches up there. This time for two lights on my dash. One of the lights that c**e on was a service I just had them complete less than 800 miles ago was my oil change and a multi point inspection. Again this was just done less than 800 miles ago so I didn't need to pay for it again and I needed to have the light cleared since I had the work already done by this dealership and they have a record. I rarely drive this car and the light c**e on again less than 6 months later for the s**e issue that I had it serviced for. I took it up to Porsche Westlake again and had to deal with a new service guy B**** since it looks like my regular service manager Skip quit. I told B**** that I had two lights coming on in my dash and he told me that they will make sure to take care of the car and make sure all the lights are resolved and call me with any updates or approvals needed. They called me with a quote and I approved the work after appropriate discounts and accommodations were made. For a simple issue it took them about 5 days and finally they told me it was ready. I went to pick the car up and paid the Bill. I also noticed the 30% off discounts off service and labor were not applied and the guy said he could honor the discounts anymore so that was an immediate redflag. I paid it to not argue and move on with my day and leave to GET OUT TO MY CAR AND THE LIGHT IS STILL ON! I immediately went back in and said what was going on and they told me they needed another hour of labor $700 +++ plus for another not needed oil change to turn the light off. This is an up-sale sc** and this should have been addressed before I c**e to pick the car up. It looks like the advisor cowardly did not want to go back on his word to my face so he waited until I got back into my car to realize the work was never done. I ** disputing the bill for incomplete service. I will never return. Horrible sc** and it was another reminder why I do not go there. Porsche Rusnak needs to refund my **ex for incomplete service. The charge is being disputed for bait and switch tactics.

  Business response

  04/24/2023

  The car c**e in, customer told B**** that 2 lights were on, check engine light and the service required light was on, he knew that the service light c**e on because of time and or mileage, the client said he did not want to do he service. B**** wrote it up for the check engine light, we inspected it, and the determination was Leak detection pump and filter was needed. He authorized the repair and for a discount over the phone B**** said to him, that the labor rate was 300.00 per hour but he would do the labor at 270 and take an additional 10% off, which he did. Without any discount the total was $1,342.6plus tax on the parts, the total c**e out to $1,132.60. when he c**e to pick up the car, he paid, walked outside with B**** and said the service was still on, B**** said to him that “You didn’t want to do any service work” he responded by saying that he just wanted us to reset the light. B**** said that we can’t just reset the light without performing the service, he called me over to B****’s station and I explained to him the light comes on for time and mileage, the light was on for the intermediate service due. The last 2 services he just did oil change, intermediate is oil change, pollen filter and brake flush. I also told him that we can’t just reset the light, we have all signed agreements with Porsche to not do so, he said that he we just did the oil change, and it was last July and approx. 1000 miles ago. He again requested the light be reset at no charge and I said no we can’t do it, then he left.
  The repair order has nothing about the service light because he didn’t want the service. We only addressed the check engine light and that is what he was charged for.
  There was never a discussion of 30% off, B**** did take off roughly 20% off to assist him. I quoted him 270 to go through the checks and not change the oil but he declined it, not sure where he got the $700.00 to clear the light, even an oil change is $550.00. He said that it was a SC**, he then left. Now he has filed a complaint with BBB and written reviews that are not accurate.
  We did nothing wrong; we discounted the ticket over 20% and did what was written up, he signed the repair order, and it has nothing about the service light, only the check engine light. 

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  have leased the Porsche Cayenne on 9/8/2021 and drove it about 2.5 months. I got into a minor accident (minimal damage) on 11/22/2021. After the accident my car was towed to Premier Coach collision center, authorized by Porsche for repairs. After about a week I was told that dealership (Rusnak/Westlake Porsche) took my car for repairs. At this point, 4/6/2022 the car is still there. I have been told every month that the dealership is waiting on parts, that the parts are coming and car will be fixed within a week. This conversation occurred on 12/25/2021, 1/05/2022, 1/31/3022, 2/07/2022, 2/26/3022, 3/7/2022. On 3/15/2022 I have reached out to Porsche corporate office and filed a customer complaint. My case #5673729. Since my case was filed I have contacted Porsche corporate 3 times, last time 4/6/2022, was told that my case is being escalated and under review of regional officer. I am extremely dissatisfied with service level, lack of communication and no follow-up from Porsche team. I have not been offered a complementary vehicle during the 5+ months of this ordeal. I was charged lease payments in the amount of $1213 on December/January/February/March/April for the car I’m not seeing. I’m incurring a cost of insurance and high gas prices(the second car I’m driving is fuel inefficient) and complete discomfort. I’m seeking to get this resolved with Porsche as soon as possible, looking to get my car fixed and get reimbursed for lease payments that I have incurred.

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