ComplaintsforPrestige Imports, Inc. Porsche/Audi

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Cayenne from this dealership in September 2022 in addition to a maintenance plan which was $5,390. The finance mgr sold me this product. I called the same finance mgr in March 2023 and told him that we sold the Porsche and have not used the **** and would like to cancel it. He said it should NOT be a problem as we paid cash for it but didn't know the process so you had to talk to someone first. A few minutes later he called me back and said that he spoke to his director and he told him that the **** is NOT cancellable. he then sent me an email with an attachment which was the first time Ive seen, but most importantly he did NOT know on 3/6/2023 that the **** is NOT cancellable until he spoke to someone else therefore he couldnt have known back on 9/12/2022 this information (because he did not know that in March 2023) and he did NOT disclose to me back in September 2022 that it was NOT cancellable. Had he mentioned that the **** is NOT cancellable then I would have definitely not purchased it. Ive attached the only document that was provided back in September regarding **** and theres no where in there any mention of it NOT being cancellable. I have an email chain between me and them including the ** documenting all of this and admitting their mistake and yet not willing to do the right thing and correcting their mistake. Clearly unprofessional, lacks honesty and integrity. What a scam.

  

  Business response

  04/03/2023

  ****************** purchased a new 2023 Porsche Cayenne from us on September 12th 2022. At that time he had the voluntary option of pre-paying for all of his factory scheduled Maintenace by purchasing PSMP (Porsche Scheduled Maintenance Plan). We encourage all of our customers to pre-pay for their maintenance as it is a good value and locks in future maintenance costs at today's labor rates. Again, this product is completely optional and voluntary for the buyer. We process on average about 200+ of these annually and are very well aware of the terms and conditions outlined within. One of those terms and conditions is that the contract is "Non-Cancellable" and "Non-refundable". The contract actually follows the vehicle and is included to the next buyer in a situation such as a resale which ****************** elected to do in this situation. At the time of contracting, ********** all of our customers with a brochure detailing the terms and conditions. I have included that brochure as well as ********************** signed contract in this email. At no time do any of our employees make any representation contrary to the terms clearly stated on the brochure and signed for on the contract,

  Customer response

  04/03/2023

   
  Complaint: 19887423
  
  I am rejecting this response because:you completely did not note and in your response that those critical terms (no refundable and not cancellable) were NOT disclosed to me. Your finance mgr (****) who sold me the product in September 2022 did not know those terms. Therefore you cannot hold me accountable for something I did not know about. This is documented in the chain email. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was brought into Prestige Imports **************** on 8/7/22 for minor rear end repair after an accident. Over 4 months later on 12/12/22 ******* texted me stating that my car was almost complete but I would not be able to come pick it up due to them submitting a 3rd supplemental change to the original estimate. When I called to speak to ******* he said if I paid for the cost (almost $1k) out-of-pocket he would release my car back to me. I paid Prestige Imports **************** for the pending final bill/supplement #3 with my credit card. ******* promised to reach out to my insurance company to state the check should be directed to me since they were paid in full. After the holidays I checked my claim status and saw that a check had been issued to them for the final bill and was cashed. I was then told that it takes 10 business days for the check to clear their bank and they would not issue me a check till the insurance check cleared the bank. On 1/9/23 ****** said the check had yet to clear but once it did she would issue me a refund back to my credit card. On 1/11/23 I checked my credit card transactions and there was a pending credit from Prestige Imports. The next day I checked to see if if posted and the refund was gone. 1/12/23 I called my credit card company and they did not see any pending credit for them. On 1/13/23 ****** sent me a copy of the receipt for the preauthorization. 1/16/23 I emailed ****** stating that there is an issue as the refund has not been settled on their end. 1/17/23 ****** said it could take **** business days for the refund to settle into my account. I have even taken the initiative of reaching out to their parent company Braman Imports in *****, ** to try and get this resolved, to no avail. I have been working in the accounting field for over 17 years and I have never seen this sort of delay for both checks clearing the bank and credit card settlements. This is beyond unprofessional.

  Customer response

  01/20/2023

  Please note that case number ******** has been resolved and can be removed/closed. 
  
  If you are needing any further information to close this case please let me know. 
  
  *************************
  

  
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was at Prestige Porsche over an extended period for an engine out oil leak repair from April through June of this year. This was the 7th visit that my car had for this same oil leak over the past 18 months. Prior repair attempts were unsuccessful, and the same tech that worked on my car previously worked on it again during this latest visit. I say that because he made numerous documented mistakes prior so I told Prestige I was concerned about this technician working on my car again. My car was technically under a factory warranty from Porsche during this repair but my warranty technically expired while my car was on the lift at Prestige with the engine out. After picking up the car from Prestige on 6/13 I heard a whirring noise and because of the lack of trust in Prestige I decided to have an independent Porsche shop (********************) look the car over to assess the extensive work that was done at Prestige. ******************** diagnosed the car as having damaged turbocharges and told me that during this latest engine out repair at Prestige the technician or shop ******* must have left some sort of foreign object in the intake system and that foreign object or objects got sucked into the turbo chargers and damaged the impeller blades. They explained to me that it is a sealed intake system and the only way for a foreign object to have gotten in there would have been during the Prestige engine out repair. I then contacted Prestige and they denied they made any mistakes. I then presented the evidence to Porsche corporate since this work was done under warranty, they told me that their hands are tied and this was a dealership negligence issue and that I need to work with Prestige to resolve the issue. I have since talked to other Independent Porsche shops, Porsche Technicians, and a Porsche shop ******* at another dealership. They all say that without a doubt Prestige caused this damage. Prestige continues to deny this, which is why I am posting here.

  

  Business response

  09/20/2022

  **************** originally brought his Cayenne in for an oil leak issue. We repaired and resolved this issue under warranty and **************** took delivery of his Cayenne with zero issues. **************** even brought the car back in to us to have his steering wheel adjusted and said nothing about having any issues with his turbochargers at the time. Approximately 300 miles after the intial oil repair was when **************** mentioned issues with his turbochargers. His claim that we left foreign objects in the turbo chargers is simply untrue. If any foreign objects would have been left in the system they would have immediately started making noises, not 300 miles later. We have expressed how unfortunate this situation is and we even offered up to a 30% discount to resolve the issue with ****************. He apparently has many friends who are also "Porsche Technicians" who have supported his theory that we are at fault for this issue. His initial issue of the oil leak was repaired to Porsche specification using Porsche certified technicians utilizing Porsche specific equipment. He left and drove his Cayenne for 300 miles issue free. We agree this is an unfortunate situation and our offer to repair the issue heavily discounted remains. 

  Customer response

  09/20/2022

   
  Complaint: 18049309
  
  I am rejecting this response because:

  Whirring/whining noise was there since the day the vehicle was picked up from Prestige on 6/13.  I initially thought the noise was fan related as it only happened during acceleration.  I was not ****** concerned about the noise initially since the car was just completely taken apart and put back together, and car drove fine otherwise.  
  

  I drove the car 281 miles before bringing it to a Porsche shop on 7/12 to have the noise diagnosed as I was getting ready to drive the car across the country and wanted to make sure there were no issues with the car before taking that road trip.  
  

  Car was then immediately brought to Prestige based on the findings of damaged turbos.  This car has a sealed intake system so there is no way something could have gotten inside the intake system during my 281 miles of driving, and the Prestige theory that I damaged the turbos during normal driving is just that, a far fetched theory and not a fact.

  The technician who worked on my car had a history of less than stellar work with numerous comebacks on my car.  I would find it hard to believe that after this technician wrapped up this long repair on my car that if he even heard the turbos making noise that he would admit it he made a mistake and needed to take the motor out again because he left something in the intake system.  He did his quality control process, **** drove the car a *** of 15 miles and probably hoped that nobody would notice the cars turbochargers were damaged.  I will also add that even when the Porsche shop ******* who rode in the car on 7/12 when I bought it back to Prestige told me he didnt hear the whining noise until I rolled down the windows and pointed it out as I accelerated slowly.  If the Porsche shop ******* didnt even hear the noise until I pointed it out then how can Prestige be so confident that this noise wasnt there when they gave the car back to me.  
  

  At the end of the day driving the car 281 miles did not cause damage to the turbochargers, as there would be no physical way for something foreign to make its way into the intake system barring me removing air filters and dumping a bucket of foreign objects in there.  The turbochargers sustained damaged from the Prestige engine out repair process.     

   

   

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 23, 2021 $3,361.17 + $345.85 Prestige Imports, Inc.Prestige Imports took our car on 7/23/22 because it was faulty in starting and come to find out it was motor issues. I used Prestige Imports to complete my motor repairs, using Car Check as the extended warranty for the repairs. Less than ****** miles later, the car became faulty, same problems as the first time. Come to find out that the problems had come from putting a rebuilt part on the motor, which now they are having to take the car back apart to fix the faulty area. Prestige Imports are very salty and unpleased of the fact that they have to redo a job that was not done right the first time. They are literally harassing me saying that I need to give them monies from my own personal pocket (******* for the labor to redo the job) We have had a loaner since June 6, 2022 and they have had our car since approximately May 18th. Prestige Imports are not communicating with me and letting me know what they are doing. I still have the loaner and is afraid of them wanting it back, because they are not and have not fixed my car. Car Check and Prestige Imports are not communicating and now it is a stand still with my car. The one employee that was helping me is now terminated. One of the Prestige Import employee's even offered to buy my car and I told him no. They have not committed to a resolution and I don't know when I will get my car back. I am afraid that my car will not be fixed properly because of the different attitudes that have been expressed or displayed throughout this transaction. If any other questions or details that is needed please do not hesitate to call *********************** @ ************. Prayerfully that they do not take the loaner back before giving me my repaired car back. I can provide documentation and receipts if needed. Thank you Invoice #******

  

  Business response

  07/27/2022

  **************** has had his car here before. We discounted the last job to repair his vehicle over $3000 in parts/labor in an effort to get his car operating and in driving condition. We did this because **************** is a veteran and we wanted to do whatever we could to help him get his car back on the road. The latest issue with ******************** car is he has an extended service contract that is not covering the cost of his repairs. We have tried everything we can to negotiate with the service contract company but they will only offer a certain level of assistance on the repairs needed. We extended a huge discount to **************** before and we cannot continue to do so. We told him that the cost of the repairs to his vehicle far outweigh it's actual value. We even had an employee that was willing to pay him market price for his car. We have since recommended to **************** that he needs to see if another repair shop might be able to repair his car more affordably and have also offered to pay for the tow to get it there. 

  Customer response

  07/28/2022

  I got a call approximately 1:00 to go and pick up my car. Prestige Imports said that my Audi A4 was repaired. I drove the car around about 15 minutes and the *** light and the engine service light came on. I in turn called ****** to ask him "why would you give me my car back with all the engine lights on. The car is saying the same things that it showed prior to me bringing it in. " They were very hostile toward me and gave me back my car not fixed. I sent in a complaint prior to this one and I would like someone to look into this incident.

  

  Business response

  07/29/2022

  We told **************** that his check engine light would turn back on even after he took his car back. This is due to the fact that he refused the service and maintenance required to repair the problem. His extended warranty is not covering the faulty part that is causing this problem. In an effort to accommodate and help **************** we discounted the cost of the repair 30% in an attempt to make this repair more affordable. He still declined it and his check engine light will remain on until he understands that a repair needs to be made to his car so the sensor turning the check engine light on will no longer determine there is a problem with his car. This is a continuation of a long standing repair with **************** and his extended warranty company where they will not pay to repair their car properly. We have diagnosed, accommodated his car for repair time/parts and offered up to 30% discount on all of the required work in attempt to make this affordable. At this point we have recommended **************** to try to get his car repaired at a different ************ facility.

  Customer response

  07/29/2022

   
  Complaint: 17601885
  
  I am rejecting this response because: First off, Prestige Imports did not recognize the fact that I was a Veteran.  They did not like my character which caused them to be really rude to me.  They did not give me any discounts that were substantial enough for me to recognize.  And just like the business said, they offered to buy the car the first initial time that I came with needing repairs. That employee did not like the fact that I told him "no I do not want to sale my car"  The initial visit (July 23, 2021) is where they failed to properly insert parts to my car, taking a short cut and now resulting to being faulty.  My car was towed into Prestige Imports on May 25, 2022.  I could not get a loaner car until June 6, 2022. I have had the loaner car until today, July 28, 2022.  Prestige Imports as I stated earlier, became irritated and very angry.   They were going to take the loaner car without repairing my car properly. And that's exactly what they did.   Prestige Imports have their loaner car and returned to me my car with all the *** lights and the service engine lights on.  I have driven it and it has already cut off on me several times.  Prestige Imports have taken the loaner back and gave me my car which could stop at anytime.  I am 100% disabled Veteran with many health issues which causes me to go back and forth over 20 miles to the hospital and physical therapy.
  
  Sincerely,
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2020 Porsche Taycan. The key fob stopped working on 7/8/22 and I had no way to start the car. I was told by my salesperson that it was likely the key fob needed to be re-connected to the car's electrical system which should be done by a *************** person. The closest dealership to me is Prestige Imports Porsche in ******** ** which is approximately 3 hours from my home in *****,**. I called Porsche Roadside Assistance, explained the problem and they advised that the car should be transported to Prestige Imports by flatbed truck. Porsche Roadside made the arrangements for the flatbed and paid for the transport in full per the warranty that comes with this car. On 7/11, I was told by the ****************** at Prestige Imports that the repair was completed and that the car would be returned to me in ***** via their ************* on 7/13. Late in the day on 7/12, I was told by the ************* at Prestige that they could not deliver my car via ************* because the range of the car (this is an EV) was less than the number of miles between Lakewood and ***** and that recharging the car would take a minimum of 2 hours resulting in a full day for the delivery which they were not willing to do. This is not true, as I explained to the Service Manager. The range of this car is 200 miles and it takes approximately 15 minutes to charge the car for an additional 100 miles. A charging station is easily accessible just of the highway along the route to *****. The Service Manager refused to deliver the car and offered me 3 choices. I could fly to ****** at my expense to get the car, they would meet me 1/2 way or I could pay $3/mile to flatbed the car from ******** to *****. Because I had no way of meeting them 1/2 way and flying to ****** was far to expensive I had no choice but to pay for the flatbed at $3/mile. I feel that Prestige had an obligation to return my car to me as originally promised either by Valet or they should cover the cost of the flatbed.

  

  Business response

  07/20/2022

  We were very transparent with this customer up front about the options transporting his Porsche Taycan back to him in his home in Aspen. We were more than happy to complete the warranty work on his key fob. While Porsche does include roadside assistance for the tow to the dealership they do not include any cost related logistics to pick up the car. Having to Valet his Electric Vehicle would have required a full day of 2 of our staff members driving, having to stop and charge his vehicle for the trip back to Aspen. We informed the customer that we did not have the manpower to facilitate such a return for a few business days as our valet schedule is commonly booked well in advance. We then offered the customer our truck/trailer option to deliver his car back to him at a rate of $3/mile. We discounted this from our standard rate of $4/mile in an effort to show the customer that we are willing to work with them to get their car back to them in a more timely manner while still accounting for costs associated with such a trip (Gas, labor, wear and tear on the truck/trailer) It is always our policy with any customer to be as transparent as possible when discussing all aspects of vehicle maintenance and repair. We did so with this customer and feel that we worked to find a compromise that was agreeable to both parties to get this customer Porsche back to Aspen. 

  Customer response

  07/25/2022

   
  Complaint: 17590027
  
  I am rejecting this response because:I disagree with the response from Prestige Imports Porsche. The ****************** was in no way transparent about the options for transporting my car back to Aspen. I was told before I brought the car in, that towing would be free both ways. That is why they towed my car for FREE to their shop. I was told this again after my car arrived at Prestige and again on 7/11 that my car would be returned on the first available day which was 7/13. It was not until late afternoon on 7/12 that I was told the ************* was not available and that I needed to make other arrangements to pick up my car. This was now 3 working days that my car was at Prestige. If I had known from the very beginning that I needed to make my own arrangements, instead of being assured they would deliver the car, I would have made alternate arrangements and brought the car somewhere else. It was a total bait and switch. Paying $3/mile to have my car returned to me is not an acceptable compromise in my opinion. Being misled for several days and then having to scramble at the last minute is not close to providing  adequate customer service. I feel Porsche and ********************** should bear additional responsibility for the cost I have had to pay for my cars return.
  Sincerely,
  
  *************************

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