When I first walked into the dealership, no one was there to greet me. When the service adviser “Steven” saw me, he ran up and told me I was early, indicating that I had done something wrong. He said it would be ok but made it clear I had made a mistake. I was 30 minutes early to a service center with no other customers.
While that was a small disrespectful way to treat a new customer (this was my first time to this particular dealership), that paled in comparison to what happened next. After signing my paperwork to authorize the service I hear some muffled noise directed my way (I was the only one in the dealership other then employees). I look up and see the ‘customer experience associate’ calling me with a come here motion with her finger. When I ask if she is talking to me, she continues to call out to me like I am a dog….in a VERY condescending voice “come here, come over here, that’s right, stand right there, good…”. I literally was shocked someone was talking to me in such a rude tone and matter like I was a small child or animal. She immediately asked me for my driver’s license, credit card and insurance information for the dealer loaner vehicle. I hand her my ID and CC and she begins laughing, “where is your insurance info”. As I had the information digitally I ask if I can read her off the policy number. Her laughing now intensifies in volume and condescending tone “you think we trust you with our cars without insurance?” and continues to literally laugh in my face. Confused to what is happening I again ask her if I can show her my insurance card on my cell phone. Still laughing, she says “you’re not getting any thing from us without proof of insurance”. At this point it is very clear she is not only talking down to me and insinuating that I am somehow unable to produce insurance for the oh so special loaner cars as I am clearly trying to ‘screw’ the dealership or that I am an irresponsible person who would own multiple Porsche vehicles but not have insurance on them. At this point I am so angry and shocked that I am being treated in such a horrible matter that I finally break from being a quiet, professional customer just looking to give my business to a brand I hold in high regard. I tell “Heidi” that laughing in the faces of her customers is incredibly disrespectful and I am shocked at this level of disrespect. She rolls her eyes and says again “You are not getting anything from us without emailing me your insurance.” I immediately comply and forward her my insurance. I then continue to inform her that his was the worst treatment I have ever received any dealership, let alone a Porsche dealer. I explained I owned multiple Porsche vehicles and just moved to the area, excited to visit my new Porsche dealer but she had now ruined that. I even went on to explain how as a businessman, I don’t typically make it a policy to make fun of and insult my clients. She ignored me at this point and got the service manager to come by. Once he arrived, “Mike” did nothing to calm me down or fix the situation. In fact, I told him I wanted to leave the dealership immediately as I was so angry that I didn’t want to speak out in anger. I told him this was the worst experience I have ever experienced at any dealership in my lifetime (I’ve bought 25 cars the last 10 years, this isn’t my first rodeo). The only thing “Mike” tells me is to lower my tone and not to use expletives in “his” dealership out of respect for his employees. Nothing about his customers or the “service” portion of the business this man has been hired to lead. He walks me to the loaner, and even though I am physically shaking I am so mad and upset, he does and offers nothing other than promising to call me back at some point.
Later that day I call and ask to speak directly to Mike. He does not return my call. I then call back and ask to speak with the dealership manager, I am told I will be getting contacted about this incident as soon as possible. I do not receive a call back.
As it is now clear that the customer experience is not important at Kendall Porsche Bend, I call to prepay over the phone as I do not want to see or talk with Heidi ever again. They allow me to pay over the phone and I ask that she is not to speak with me when I go in to pick up the vehicle. When picking up my 911, no one says a word to me about the incident and just rushes me out the door.
I am disgusted with Bend Porsche and will do everything I can to make sure other local Porsche owners and PCA members avoid this dealership at all costs. My first call to a local independent Porsche service center (as Bend Porsche has lost all my business), and the first thing they tell me…..”Kendall Porsche Bend’s service department is the best advertiser for our business, no one is treated well by them.”
SHAME ON YOU PORSCHE BEND!