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:12/24/2022

  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.

  Order a Vehicle with Riverside Porsche back in May of 2022. Production # PP9MFZL9 and a deposit of $2,000 was given to ********* Porsche. Porsche sent up-to-date info on the vehicle the last email from Porsche was on 12/13 saying the say is at the port and en route. The last email from the dealership from ************************* was on 11/30 saying the car was at the port and no other emails after that. No Calls, Texts or any other form of communication. I checked on my car 12/23 and on 12/24 he stated the car sold to someone else while holding my deposit on my custom order vehicle which I have been waiting for since May of this year. No one reach out to me to state my custom order car was there. I signed the custom order form and this was my special order from the dealership, they choose to make more money selling the car to someone else and not honor my deposit with the custom order.

  Business Response

  Date: 01/03/2023

  Per ******************* this is related to a selling practice by the dealer. PCNA as a manufacturer has no control over sales that the dealer performs. The complaint is against the dealer and not PCNA. 

• Initial Complaint

  Date:12/19/2022

  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.

  This matter relates to a vehicle that is currently covered under an active manufacturer's warranty, please see the attached word document for complete details.On October 31, 2022, I was contacted by **************** (****) from Porsche Cars of North America ("PCNA"), and was subsequently advised that our call would be taking place on a recorded line. I advised **** that my vehicle had been transferred from Porsche Arlington to Porsche ********* and has been inoperable for several weeks leaving me without transportation. **** advised that she would speak directly to **** (Porsche *********) for an updated status of my vehicle repair, and thereafter advise whether I would be eligible for a verbal authorization to obtain a rental vehicle covered by PCNA. Later that **************** advised that **** related that my vehicle repair would not be immediate and provided me verbal authorization to obtain a rental vehicle for the duration of two weeks that would be immediately reimbursed to me by PCNA after rental receipts were submitted to ****. From October 31, 2022 through December 4, 2022, I entered into three (3) rental contracts with Alamo Car Rental in two-week increments based on instructions provided by **** on Porsche's behalf under Case Number **********. The following three contract agreements were submitted to Porsche of North American via email for reimbursement: (1) October 31, 2022 November 14, 2022, $1,141.98; (2) November 14, 2022 November 28, 2022, $1446.32; and (3) November 28, 2022 December 4, 2022, $1,747.84*. On December 13, 2022, I forwarded all three Alamo receipts to **** (***************************************************). I followed up with a telephone call to **** and was advised that the process had changed and I would be reimbursed for the cost of the rental vehicles by Porsche *********. To this date, I have not been reimbursed for the rental charges. I have reached out on numerous occasions to both **** and **** relative to this matter.

  Business Response

  Date: 01/05/2023

  PCNA has provided customer with a maximum of $75 a day up to $2,500 for a rental. Customer exceeded amount and was reimbursed $3225.00. No additional reimbursements will be provided. 

  Customer Answer

  Date: 01/05/2023

  As of today, we have not received any reimbursement from the company.

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ***************************** ************************************************************************************************ 12/16/2022 Porsche Cars North America One Porsche Drive ************************** To Whom it May ********* own a ***********************************. I am the second titled owner of record, having purchased it in April 2019. It currently has just over ****** miles on it. The new car sticker price on the car was over $82,000.While having it serviced recently, the local shop advised me to contact the dealer for a transfer case exchange, and that the dealer would change the case out at no charge, because there was a factory recall issued for this part.I have never been notified by Porsche of a recall!- though I just did get a recall notice regarding horizontal adjustment for headlights - so I called the local dealer, Suncoast Porsche, who told me that the recall for this part had expired about 16 months ago.I do not understand how a recall for a defective drive train part could expire, nor why I was never notified by Porsche about this problem, which I've learned is a widespread defect.I've just had the repair done by ************************************************ in **********, **, the European mechanic who's done my work for over 25 years, at a cost of $3854.31 plus tax, which I will struggle to pay off, and really cannot afford to do as I'm now retired and in my late seventies. In the previous week, ***** had replaced a Cayenne transfer case, and its cost was reimbursed to the owner by Porsche. This shop has replaced several Porsche transfer cases.In the past fifty years I have owned 3 Porsches as well as several BMWs, several ******** ***** and two Jaguars; I've never heard of a defective factory part on any of these makes with a major drive train component - or any major part - not being paid for by the factory.I am asking Porsche to reimburse $3854.31, plus ******* sales tax at 7%, a total of $4124.11. A copy of the shop repair invoice is attached.With regards,*************************** ************

• Initial Complaint

  Date:12/07/2022

  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.

  We have had an ongoing issue with our Porsche E-Hybrid and took it to the dealer in **********, ** to have it fixed. They gave it a thorough review and found issues that required $5,000 in repairs and almost four weeks in their service department. The original issue was not fixed as they are saying that Porsche requires them to provide video evidence. I drove the car for two days after it was returned and successfully documented one of the issues-the reverse cameras HOWEVER the other issue of the electronic panel spontaneously shutting down, cannot be documented as it happens in most cases at high speed. If I get in an accident while trying to collect his evidence then Porsche will be on the hook. They set the dealerships up to gaslight the Porsche customer and then let A.I. and other technologies run their customer service warranty. There is not method of contact or resolution.

  Business Response

  Date: 12/12/2022

  PCNA has received customers complaint and will reach out to the dealer to clarify on the back up camera issues. AA case will be opened and the customer will be contacted. 

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 whole new car buying experience with Porsche has been a nightmare. Ive had the same problem occur with my car 3 different times with my new car since i purchased it in October 2020. Ive had almost life threatening occurrences happen where my car just shuts off mid drive. PCNA offered me goodwill the first time it happened for my pain and suffering and PTSD. The second time it happened and i let them know I wanted to get out of this car because my concerns about a safety hazard they offered me a car to switch into but said i can only trade into it if i pay back the goodwill they have given me for the first occurance. Which i thought was unfair. So that canceled the trade out deal. They offered me an extended warranty beyond the manufacturer warranty. Fast forward a year and the same problem happens again. Car just shuts off, wont start . At this point I am fed up , disheartened and feel cheated that I paid this much for a LEMON car that they wont trade me out of unless I pay back goodwill payments theyve made to me for their malfunctions! I hold this brand to a high standard but this has been the worst car buying experience Ive ever had with a company. Terrible customer service, terrible resolution management. Ill never buy a car from them again ! And will be sure to leave a ****** and Yelp review as I am elite status on both platforms as well as 2k plus followers on Instagram and ******** So disappointed in this experience .

  Business Response

  Date: 12/09/2022

  Good Afternoon, 

  PCNA has received your complaint and will investigate the issues with your vehicle. A case will be opened and reviewed.

  Customer Answer

  Date: 12/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/06/2022

  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.

  Vehicle was purchased 02/13/2022. Carfax and Porsche recall site was checked and there were no issues.02/20/2022 - I reached out to dealership (***********************) regarding issues I am having. Already tried to reset PCM, deleting app, and changing password.03/04/2022 - Reached out to dealership (***********************) to resolve PCM issues. ***** tried to conduct a few tests; however, was not able to fix issues.03/24/2022 - Took vehicle to Porsche ************* for software update and to re-program to resolve PCM issues. 04/28/2022 - Issues still has not been resolved, and *********************** tried other tests. Requested for me to wait for software update.Around 05/05/2022 - Vehicle was receiving connectivity issues and I contacted dealership (*************************) for more assistance after new software update.I also reached out to Porsche Irvine (*******?) for support, and he came to my home to try and resolve the issue to no avail.09/21/2022 Noted to Porsche Irvine there were still issues with PCM, and Porsche Irvine (*******?) noted in their file that issue could not be resolved and to wait for upcoming software update.09/22/2022 Data Connection still not connecting. Suspecting PCM issues. 10/06/2022 Certified letter requesting for compensation regarding PCM issues sent. *********************** from support-porsche responded with a phone call for possible compensation/reimbursement.10/06/2022 I sent a compensation amount; however, ****** requsted that I wait until the 10/12/2022 software update.10/31/2022 I received my vehicle back from the shop. Results were that PCM control unit needed to be replaced. Diagnostic service report was sent to ******.11/10/2022 Requested for response from *************11/12/2022 ****** noted he hopes "to have an update toward the beginning of the week of 11/14/2022.11/23/2022 Requested for update from ******. No reply.12/05/2022 Requested for update from ******. No reply.12/06/2022 Requested for update from ******. No reply yet. Submitting BBB complaint.

  Business Response

  Date: 12/07/2022

  Dear Valued Porsche Customer,

   

  Thank you for reaching out regarding your concern. We have received your inquiry and will notify **************** to reach out within 48 business hours to provide an update. We apologize for the delay and thank your for your continued patience.  
  

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I have purchased my 2017 Porsche Cayenne from **************************** on October 3rd, 2022 with ****** miles on it. Vehicle still under manufacturer warranty till June 2023 as well as the extended CPO warranty which should expire in June 2025.I have called in Porsche Cars North America to troubleshoot an issue with vehicle online and remote connectivity service not to be working and they suggested to check with local dealer for support. My local dealer, Porsche of ****** in ********** has identified that there is a faulty connectivity module is not working because of the sunset of 3G network by **** and there was a running recall campaign by Porsche earlier this year of 2022 to replace that module. Now I have to $3,600 out of pocket. Called back Porsche with details that this recall was never mentioned on NHTSHA website and didn't show up on CarFax report thus it is their responsibility to replace this module especially the car is still under warranty. A case has been raised within Porsche assigned to a specialist who never show up to office or call back. I have tried for 3 weeks to follow up on the case but with no answer. Not fixing this module is a market cheat and impacts me in multiple levels: 1. I have over paid for a car that is missing an essential feature 2. I have to pay more for my car insurance annually to lose this security feature insurance discount.I am looking forward to Porsche Cars North America to take responsibility supporting their customers and stand behind their production properly.Thank you

  Business Response

  Date: 11/10/2022

  Hello,

   

  Thank you for bringing this to our attention. We will review your case internally and will designate an agent to reach out to you within 72 business hours to discuss your case in detail. Thank you for your patience in advance. 

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18376550
  
  I appreciate the prompt feedback but I am rejecting this response at this point until the issue is actually resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/31/2022

  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.

  I purchased a CPO Porsche Taycan with only **** miles. It was sold to me with 3 open recalls and within 3 months 3 more recalls have been added to the vehicle. The day I drove it home the brake pedal cover fell off the car while I was turning into a round about in my neighborhood. When my foot slipped off the pedal because the cover fell off it hit the accelerator and I crashed into a mailbox. I have waited over 8 months for replacement parts. In the middle of waiting the vehicle has lost power, not charged, the air conditioner would cut off as well as the screens, the vehicle would not go into gear, and would take 5-7 hours to charge at a quick charge location. I have been battling back and forth with Porsche Consumer affairs which pushes it back to the dealer. The dealer is saying there is nothing wrong with the car and has had it for 6 weeks and they said they haven't done anything to it. I have had to buy another vehicle as they said because it is certified pre owned and not new they don't provide loaners even though I am under the new car warranty. I am seeking a buy back of my vehicle as they can't fix it or provide parts and the vehicle malfunction caused the accident.

  Business Response

  Date: 11/08/2022

  To whom it may concern,

  We currently in communication with the customer, and reviewing his case **********, If the customer has further questions can reach out to us directly. 

• Initial Complaint

  Date:10/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Please find my original build sheet for my vehicle which was on the Felicity Ace. Also,my build sheet that was ordered as the replacement vehicle. Note that both vehicles were ordered with the premium plus package for $4,790.00. I paid the identical amount and did not receive the auto steering column with memory on the replacement vehicle as promised and the price was the same as the original build, where it was included. Therefore, I paid for this and I didn't get any discount on the package price. I am entitled to compensation for this, not to mention that the color of the vehicle I originally ordered was also unavailable. Please find proof of this information below. This information was provided to Porsche Cars North America and I was advised that nothing could be done to rectify the situation. Emails to follow from the Rep. that responded. Good Afternoon ************************************ Thank you for contacting Porsche Cars North America.I am contacting you regarding the above case #. I had the opportunity to review the notes. It is my understanding that you are seeking compensation for the omission of the adjustable steering column. Please be advised, compensation is only for those vehicles with WNX0 ordered before the build configurator on Porsche.com was updated with the disclaimer regarding the semiconductor shortage; the configurator was updated in mid-January 2022 and this vehicle was ordered 2/21/2022 and produced 6/10/2022 which are well after; regretfully, there will not be compensation offered for this vehicle. We apologize for the inconvenience and we thank you for allowing us to address your concern. Thank you, ****************************** Good day ***************** ,Thank you for looking into my case with regard to the omission of my adjustable steering column. It is extremely important to note that I didn't order any vehicle after January 2022. My vehicle was ordered in the summer of 2021. The fact of the matter is that Porsche ordered the vehicle

  Business Response

  Date: 10/26/2022

  Good Morning,

  PCNA will review the customers case pertaining to their complaints. We will contact the customer to provide any additional information upon further review.

   

  
  

  Customer Answer

  Date: 10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will wait to hear from them as to their resolution. Their original resolution of nothing was unsatisfactory this is why I* contacted the BBB.
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 ********** failed to fix my AC and refused to refund me . Porsche *** has been reach out and called us to tell us there is nothing they can do because the dealer refused to refund us . Meaning if you have an issue with a dealer do not waste your time to contact Porsche *** they won't be on your side , they are useless , they have no power to move forward , only positive thing I have to say about Porsche *** is they were polite . I should check the * rate of porsche *** before buying this luxury brand . Now let see what Porsche ******* will think about it . I attached the invoice that clearly says ******* AC NOW WORKS AS DESIGNED .

  Business Response

  Date: 10/28/2022

  Dear ********************,
  
  Thank you for taking the time to let us know about your recent experience with your 2016 Macan S. We strive to ensure that our customers receive an unparalleled ownership experience and rely heavily on our dealer partners to execute in delivering this experience. 
  As our dealers are independently owned and operated, the cost of repairs and requesting refund is at their discretion.  Since we are unable to dictate their polices,any concern or questions you have regarding the refund would need to be directed to your dealership.
  We do appreciate your feedback. Thank you for contacting Porsche.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18236789
  
  I am rejecting this response because:
  

  As a customer when we go to a store with the name of Porsche we bring our car to Porsche , we dont know your internal process and expect from Porsche north America to solve an issue when a store fails to do it . 
  

  I bring my car for an Ac not working , the wrong part has been replaced , it is still not working . The invoice states ac was fixed . No it is not fixed

  I encourage you to read the complaints Porsche ******************* received and you will see when they have to repair a car no more under warranty that follow a pattern changing a wrong part and trying to scam honest customers 

  
  *******************************