Auto Manufacturer Equipment
Porsche Cars North AmericaThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 93 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/14/2022
Type:Service or Repair IssuesStatus: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.
Purchased 2022 Porsche Macan S at the end of December 2021.Paid options included a powered steering column (which was essential).Received vehicle in mid-July 2022 (without this option installed).Never informed beforehand by dealer or manufacturer despite them having avenues to do so. No opportunity provided to cancel order.Advised (post-delivery) that Porsche would extend compensation for post-sale change in build spec.In 2 follow-up requests of Porsche to honour a settlement, both were bluntly responded to as 'no compensation will be extended'. No discussion, no conversation, no consideration of facts.Porsche Case Reference File Number: **********Initial Complaint
Date:10/03/2022
Type:Service or Repair IssuesStatus: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 complain is a followup on two parallel events:1. BBB complaint filed against porsche grapevine Complaint ID# ******** - to which BBB closed the complaint due to no respond from porsche grapevine dealership. But the case is available for public knowledge. 2. Communication with porsche usa regarding false advertising were ignored by regional representative *****************************, Regional Specialist, ****************************************************, Porsche Cars North America, ***** ************************************************************, Phone: ************, Email: ******************************************************* I have attached all documentations in this complaint regarding porsche false advertisement. please see exhibit titled "Porsche False Ads" where the first bullet item on the flyer states ****** miles or 12 miles, ********* comes last. "LAST" is what porsche usa is not honoring. Please see the artifacts attached. In short: I was falsely convinced by my porsche grapevine service manager *****************************, that my cayenne's breaks are due replacement with false promises that it comes with lifetime warranties. Soonest I left the dealership with the new breaks, I heard embarrassing squeaky noise in the breaks, when I took it back for re-inspection, I was told to keep on driving and it would go away, but it never did. When went back about a year end for oil change service, I was told by the same service adviser ***************************** that the same breaks need now need to be replaced again. I asked about lifetime warranties that he promised me last year before changing these breaks, he lied and said porsche doesn't warrant breaks. Then I asked about the flyer attached, which says "12 months or 12k miles with whatever come LAST". Same response, either replace it again or replace my driver (which is my wife). They wanted to pay again $2,174.25, which is what I paid a year ago when I replaced these new breaks. I want my money back from these crooks!Business Response
Date: 10/09/2022
In reviewing the provided complaint we have determined that the nature of this matter is related to a retail complaint with Porsche Grapevine. It is our understanding that this complaint is related to information shared between the customer and the dealer regarding warranty parameters for the brakes and/or rotors on the vehicle. At this time we would encourage the customer to continue communication with ********************** Grapevine for a resolution as the vehicle is outside of factory warranty. Regretfully, due to this being a retail complaint, it would be outside of the purview of Porsche Cars North America.Initial Complaint
Date:10/01/2022
Type:Service or Repair IssuesStatus: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 Porsche Boxter just like many other has the inside panel detaching from the door. The local dealer in ******* tole me 2 years ago that they cannot help. I have contacted Porsche directly but no help. It is a manufacturing defect which Porsche is not ready to take responsibility.Business Response
Date: 10/03/2022
Hello,
We are sorry to hear of your concerns. Based on the year of your vehicle, it appears wear and tear is inevitable over the course of many years. Based on our review, this is not determined to be a manufacturer shortcoming or a workmanship defect. Nonetheless, we encourage you to reach out to one of our many Porsche dealers to see how they can best assist. On behalf Porsche Cars North America, we wish you all the best!
Customer Answer
Date: 10/03/2022
Complaint: 18153228
I am rejecting this response because:I am 56 years old and owned evey kind of vehicle upto $200K priced ones. I have served the automobile industry for 30 years and I or anyone I know has never seen anything like this. This started years ago when the vehicle was about 6 years old and had 25K miles. It still has under 36K miles and is well kept. The vehicles that are parked outside has no issues and this Luxury car has panels coming off the door. If you check the blogs on internet, Only Porsche has this issue and none other vehicle. It is DEFINITELY a manufacturer's defect.
Sincerely,
*********************** ******Initial Complaint
Date:09/12/2022
Type:Service or Repair IssuesStatus: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 purchased a Porsche ************************ *********, **. The car was delivered without the automatic steering wheel. I was told by the dealer and Porsche *** that they will retrofit the steering wheel once they have the part. Fast forward to today, there has been little information to how to get it done. The dealer said that I have to contact Porsche *** which I did. No one has taken ownership to resolve this. Id like to either get the steering wheel done proper or $2,000 if they couldnt fix it. Im a senior citizen and I feel like being taken advantage of because I am old.Business Response
Date: 09/13/2022
Hello,
Thank you for your email. It appears a member of our team has reached out to today (09/13/22) regarding your concern. Please review your voicemail/emails for additional information. If you have any additional questions, please return our call at 1-800-PORSCHE. Thanks!Customer Answer
Date: 09/13/2022
The person who called didn't provide any resolution. It's the same non-response, "we will get back to you by the end of this year". I bought the car last August. I don't accept this response. I request Porsche to either fix the steering wheel or compensation of $2,000 by 9/30/2022.
Business Response
Date: 09/27/2022
Hello,
We certainly understand your frustration on this but as previously mentioned, we are unable to provide a retrofit for the steering column. Compensation will be sent out in waives and you will be notified in due time. Please be on the look out for communication through email or physical mail. Any additional questions, please feel free to contact 1-800-PORSCHE.Customer Answer
Date: 09/28/2022
Complaint: 18016230
I am rejecting this response because:As of today 9/28/2022, there hasnt been an email or mail regarding the payment. Porsche keep asking me to call the **** number but no one can provide a definitive answer as to when the payment will send. Payment will be sent is not acceptable. I need a clear answer on the date.
Sincerely,
*********************Initial Complaint
Date:08/08/2022
Type:Service or Repair IssuesStatus: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.
For 5 months Porsche North America legitimately was dealing with an original claim, that my glass sunroof blew out of my 2022 Porsche Cayenne GTS a $120K vehicle it is leased at $2K a month. After the first 2 months of legitimately waiting for parts to repair the original claim I was ok and understood the world wide part and labor shortages. My complaint starts when the last 3-4 months was directly due to Porsche quality of service, several times I was told I could pick my vehicle up, flying in from ***** to ******** to personally find the sunroof sunscreen was not fixed correctly, one time supposedly as I was arriving the part was broken by the installer, this last time they had actually told me they had walked the vehicle, I flew in took my key and as walking towards the vehicle any person would have saw IF they walked the vehicle, it was NOT ready to deliver the vehicle. I had an event in ****** that Sat, this was a Friday they offered a loaner car as I took UBER from the airport as the Service Manager very apologetic told me he had no words or did not know when the vehicle would be ready. I had already been working a couple of months with Porsche North America, so we agreed paying on a 39 month lease that they had 5 months of the lease needed to addresses as well as my out of pocket expenses due directly to their incompetence, they agreed they would make an offer, mind you if we only include the 3 month out of the 5 that was directly not to due to any world wide shortages just poor competency in repair just with the monthly leases I am out of pocket $6K for a vehicle I am paying for and cant drive. I have another $3K out of pocket, which all this Porsche North America manage the is fully aware at least this is what I am told by the claims rep. I have been a client with Porsche North America since 2008 several vehicles later and they offered me $4K (goodwill but I need to sign I am satisfied, I refused), Loaner vehicle did not make sense I live in *****Business Response
Date: 08/12/2022
We are writing to acknowledge our receipt of the customer's complaint and can confirm that they have been contacted regarding their request. At this time Porsche Cars North America considers this matter to be resolved; however, should the customer require additional assistance, we would invite them to reach out to us.Initial Complaint
Date:08/05/2022
Type:Service or Repair IssuesStatus: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.
On June 27th the ignition key of my Porsche Macan S was stolen & on June 28th my local Porsche dealer, ********************* Porsche of ********** **, ordered a replacement key. It is now almost 6 weeks later & no-one from either the dealer or Porsche North America 'customer service' can advise when a new key will be delivered. I have written & called them numerous times but get zero satisfaction. They tell me there are chip supply problems & supply chain problems, which i am well aware of (I work for DHL) but they wil not provide an update on the *** of my replacement key.What i do not understand, as someone involved in the logistics business, is how Porsche is unable or unwilling to advise what stage my order is at: awaiting parts ? in production ? in despatch ? at origin loading point ? in transit by air or truck ? at destination discharge point ? etc. etc. Porsche has a logistics *********** must know where my replacement key is in the order process, so it is really not too much to ask them to advise when it will arrive. I was advised it might take up to 3-4 weeks to receive a replacement but that time has now long passed, which is why i'm coming to the BBB to see if you can assist. Porsche is supposed to be a luxury car brand & one would expect top notch service but, on the contrary, they seem to care nothing about their customers. I have a car literally gathering ************** in my driveway & am constantly hiring cars to do my job & every time i ask Porsche or their dealer for an update I get the same line, that there is no ******** just have to wait. Hope you can help as i see a lot of complaints about Porsche North America when i look online. I'm clearly not suffering alone.Business Response
Date: 08/10/2022
PCNA will research the customer key order and provide an ETA or additional information as soon as possible.Customer Answer
Date: 08/11/2022
I am pleased to hear that PCNA **** finally, after 6 weeks of frustration & considerable expense on my part, provide an eta for my replacement key. I hope it arrives soon. Today I engaged the services of an ex-Porsche technician. He succeeded in getting my Macan S back on the road so I am mobile once again & not having to rent cars at significant expense. The fix he gave me he said any Porsche dealer or Porsche **************** should have been able to do over the phone. In all my conversations & email exchanges with the dealer & Porsche **************** no-one ever told me the car was driveable without the key & the steps I needed to take. Indeed Porsche **************** has never once responded to my emails. What kind of customer service is it when you are incapable of explaining to a customer that their car will still operate without the ignition key ? Instead, you make them wait for over 6 weeks for a new key to arrive, although you cant tell them when it will arrive ! Its just inexcusable.
Initial Complaint
Date:08/04/2022
Type:Service or Repair IssuesStatus: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 took delivery of a 22 Macan **** It was ordered through a dealership. The electric steering wheel was an included feature on the **** My vehicle was delivered with a manual steering column instead. I was not informed by the dealership or Porsche of this issue. Ive contacted Porsche Cars of North America several times via email and received no help. On one correspondence, I received an email informing me to look out for an email with instructions for compensation. It has been over a few months and I have not received this email or anything from Porsche. Other customers are being compensated $1,000 for the same issue. Id like to know why Im receiving the cold shoulder from Porsche. They have completely ignored my emails and feel a bit of discrimination at this point.Business Response
Date: 08/11/2022
Hello,
Thank you for taking the time to advise us of your concern. We apologize that you have not received an appropriate response to your inquiry. Please allow up to 48 business hours for one of our agents to reach out to you and respond accordingly.Customer Answer
Date: 08/11/2022
Complaint: 17668694
I am rejecting this response because:
It's the same kind of response as in the past...no substance!!! How about making things right and send the $1,000 check like everyone else is receiving who are in the same predicament.
Sincerely,
*************Business Response
Date: 08/24/2022
Hello,
As previously stated by our rep, unfortunately, your vehicle is not eligible for this reimbursement. Please note that not all model year ******* qualified for compensation as this was strictly contingent upon the production date as well as the timing of your order. Regrettably, we will not be able to provide any additional consideration to you on this matter. Thank you!
Customer Answer
Date: 08/24/2022
Complaint: 17668694
I am rejecting this response because: How can Porsche arbitrarily choose to compensate customers based on bogus dates of production time lines?!?! When I ordered my 22 Macan GTS, the configurator stated that the elector steering column was INCLUDED. No one from Porsche or my dealership informed me that my Macan GTS will be delivered without the electric steering column. I paid for this feature as I ordered the 22 Macan GTS (standard feature). There was no disclosure that such items can be substituted. This is the last chance fir Porsche to make things right with the effected consumers. Its very simple: I paid for a product but did not receive it! Is this worth a lawsuit? If so, fights on!
Sincerely,
*************Business Response
Date: 09/02/2022
Hello,
We certainly understand your frustration on this but unfortunately, our decision has already been provided to you on this mater. If you have any further questions or concerns, please contact 1-800-Porsche. Thank you!
Customer Answer
Date: 09/02/2022
Complaint: 17668694
I am rejecting this response because:
Sincerely,
*************Customer Answer
Date: 09/06/2022
To reiterate, my 2022 Porsche Macan GTS was ordered with an electric steering column; I paid for it! The vehicle arrived without it. Instead, Porsche elected to install a manual column instead. Porsche never informed me of their decision to install a manual steering column. Porsche then arbitrarily chose build-dates of vehicles that will be compensated ($1,000). According to Porsche, my vehicle doesnt fall into their arbitrarily chosen build dates. I find this bogus and ludicrous. This is clearly discriminatory and unjust. I demand to be compensated just as the others who are effected.Initial Complaint
Date:07/20/2022
Type:Customer Service IssuesStatus: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.
Tried calling Porsche North America about an issue with a local dealer. I know that **** does not have any influence on dealers although this compliant is about the customer service experience that I am receiving. **************** is an outsourced function for **** and am struggling to get response from **** with the third party managing the customer service. I am promised phone calls from managers that never call back. Additionally I have my case ******* being bounced around between specialists. **** who was given the case supposedly emailed me when the **** server was have technical problems with @gmail.com addresses. **** was also supposed to call me which she never did. The case got transferred to ****** but ****** did not research and was under the assumption that I was build a 718 Spyder when my concern is related to something completely different. The level of support is completely frustrating and dont believe **** are handling my concerns professionally.Business Response
Date: 08/03/2022
PCNA has recieved your request for contact and we will reach out pertaining to dealer issues.Customer Answer
Date: 08/03/2022
Complaint: 17594554
I am rejecting this response because: I received a call but the call got disconnected due to lost cell signal but lady didnt call back
Sincerely,
*******************Business Response
Date: 08/10/2022
PCNA representative will contact the customer again pertaining to their issues.Customer Answer
Date: 08/10/2022
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,
*******************
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