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:03/20/2024

  Type:Sales and Advertising 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.

  On Saturday, 17 February 2024, I finalized the purchase of a used vehicle, 2021 Jaguar F-Pace, from Ryan and Jeff at Porsche Salt Lake City. I relied on the pictures from the listing and the word of the salesman, Ryan and the sales manager Jeff, on the condition of the car, as I was an out of state buyer and making the purchase sight unseen. I went ahead and had my bank transfer them most of the fund for the purchase of the vehicle and signed all the documents on Wednesday, 14 February 2024. On the Saturday the 17th, I flew into Salt Lake City and arrived at the dealership to pay off the rest of the agreed upon price and drive the vehicle back. Even when on site with the vehicle present, I was assured by Ryan and Jeff the car was in great condition, had an inspection conducted at the dealer and had no existing damages or issues. We finalized the deal and immediately I had some minor issues, key fob battery was low, and car would not recognize the other key fob and tire valve stem cap was missing, and I had a 9-to-10-hour drive back to Phoenix and did not want any sudden failures or issues in middle of isolated areas. I reached out the Ryan and got no response and spoke to Jeff and he was able to help me out, the key battery warning was something even seen in listing pictures, which was not rectified prior to my purchase or arrival. Two weeks later, on Wednesday, 6 March 2024, I had some electrical issues with the car and had to take it to a Jaguar dealership to have it inspected and see if can be fixed under warranty. While at the Jaguar dealership, the technicians were inspecting the front of the car, they found a large hole cracked in the front bumper trim, that effected the air flow to the radiator, they informed me that car must have hit something while driving. They also informed me that this part was not something they could purchase individually and is part of a larger bumper assembly and is extremely labor intensive and I should contact a body shop. Upon checking pictures from the listing at Porsche Salt Lake City, I found this was existing damage that Ryan and Jeff did not disclose. I tried reaching out to Ryan via text on Friday 8 March 2024, and got no response. I also reached out to Jeff via email on Monday, 11 March 2024, he responded by acknowledging the damage as "existing flaw on a used car" and that I should have inspected the car in person prior to taking delivery. Jeff also offered me $500 in the same email, I responded to this email the next day, 12 March 2024, stating that Ryan and Jeff both had numerous opportunities to disclose this damage but did not do so, I stated that $500 would not cover parts, labor or rental costs, I would work with them, but I got no response. Since this is something, they should have disclosed at the time of purchase or fixed prior to selling the car I would like them to rectify this issue that now I have fix and pay out of pocket.

  Business Response

  Date: 03/23/2024

  The guest purchased the used Jaguar from us on 2/17/24.  He actually came to the store to inspect the vehicle before taking it. Almost a month later, he contacted us about some cosmetic damage.  If this had been a few days after he bought the vehicle, I could understand it, but not a month.  This damage could have been caused by the guest himself.  And it was a used car.  No used car will ever be in new condition. Legally, we were not obligated to do anything, but we made a decision to offer a $500 good will credit to him.  This was not what he was looking for, hence the reason he filed the complaint.

  Customer Answer

  Date: 03/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  As you can see from the attachments, these are the original listing photos showing the damage that Jeff and Ryan did not disclose when I took delivery of the car. When I emailed Jeff he even acknowledged the existing damage and stated I should have noticed it. Now they are claiming I could have caused the damaged, I feel like legal obligation or not this not a right or an ethical way of conducting business especially with an out of state customer and when I was very understanding and polite with them through the whole process. I think the Jeff and the dealership should own up to this negligence and do the right thing instead of offer $500 and claiming goodwill.  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/15/2023

  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.

  Porsche SLC took $2,500 from me as a part of the Certified Pre Owned (CPO) program "the +1", which is an extended warranty. They included a two year warranty, the CPO and I paid $2,500 for the third year or the +1. In addition, the car they sold me was in an accident where at least the front hood was replaced and they failed to disclose that to me. When I discovered this I immediately asked Porsche SLC about it and they said it had a clean car fax but car fax only shows what is reported to them. It is totally plausible to have a car that has been in an accident have a clean car fax. I know this because one of the cars we traded into to them, an Alfa Romeo Stelvio was in two minor accidents and when they sold that car it showed a clean car fax. Anyway, I know the car they sold me was in an accident because the hood did not have the original VIN number from the factory, thus it is not original. These cars all have vin numbers on each panel that denote original parts. When I learned the car was in an accident I traded in / sold the vehicle to another dealer within a month of ownership to another dealer and they could not (CPO) the car because it was in an accident and had a slew of other issues Porsche SLC did not follow, at least in accordance to how Porsche North America requires dealers to check before it can become a CPO car. Therefore the car does not have a warranty at all now. I asked Porsche SLC for my $2,500 back for the +1 and they refused. I would like to have this matter looked into and I would like to have my $2,500 returned back to me. Thank you and please let me know if I can clarify anything. I know it is a bit complicated.

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service 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.

  My wife, ***************************, purchased a vehicle (2020 *** x7 M50i) on 9/14/22. Despite numerous phone calls and attempts and our best efforts to get the title and proof of ownership from the dealership (Porsche Salt lake City), they continue to be unable to provide documentation for transfer of ownership. I would like this to resolved as quickly as possible.

  Business Response

  Date: 11/26/2022

  We have been in constant communication with our guest. Unfortunately when the previous owner traded in their *** to ** we were unaware it was a leased vehicle at the time. As a result we had to contact our sister store *************** in ******** to assist ** in paying this lease off thought their internal system. (the guest called the store to verify this was true) . They paid off the vehicle and the state issued a title and sent it to the *** store. As luck would have it; the title was lost in the mail. The state has confirmed they have re-issued the second title and are sending it to ************. Once they receive and send to our store, we will overnight the title to our guest. Thank you for bringing this to our attention.