Porsche Stevens Creek

Title: Service incident exposed escalation and communication gaps In early March, I delivered my Porsche Cayenne Hybrid to Stevens Creek Porsche for service. While in the dealership’s custody, th communication gaps In early March, I delivered my Porsche Cayenne Hybrid to Stevens Creek Porsche for service. While in the dealership’s custody, the vehicle was involved in a significant on-site collision, resulting in extensive front-end damage. At the time, the vehicle had approximately 29,000 miles and was in excellent condition. The dealership explained that another Porsche Cayenne driven by a technician struck my vehicle. Regardless of the cause, the primary concern was the handling of the incident. Communication was inconsistent, and no clear decision was communicated regarding repair versus total loss. Progress updates generally required repeated in-person visits. The insurance valuation process extended over several months. The initial assessment did not include the vehicle’s full factory configuration of approximately $40,000 in options, and additional documentation and follow-up were required before a settlement was ultimately accepted. This experience suggests that while routine service interactions may be adequate, more serious situations reveal shortcomings in escalation, communication, and customer engagement. More

I would not recommend Porsche Stevens Creek to anyone. What should have been the easiest transaction they made into a huge hassle and the worst car buying experience of my life. This is a warning to out o What should have been the easiest transaction they made into a huge hassle and the worst car buying experience of my life. This is a warning to out of state buyers! Believe the reviews! I tried for a number of weeks to get someone to speak with me about the car. The first person I spoke with on the phone had no idea the car was on the lot or for sale and told me they were too busy. I sent an email to Mr. Newell asking to speak with him about the car, as he was listed as the general manager, and he seemed to be concerned about disappointed customers who left negative comments on various websites. This email went unanswered. So I tried the website chat option. I finally got a response and was sent information about the car. When I actually spoke with the internet sales manager (Arsen), he tried to raise the price $10,000 immediately. When I told him no, that's not the price that was advertised, he went back and looked to see what he sent me and said ok, on the lower price. He proceeds to tell me he needs a deposit and for me to sign a purchase agreement to take the car off the market. Ok fine no problem, I gave him 5k so I could arrange payment. This is where things fell off the cliff. He demanded that I fill out a finance application. I told him that I would be paying cash and that was not necessary. He said that was not negotiable. I have never been asked to fill out finance paperwork for a car you are paying in full for, and I refused. I am not about to give out my personal information unnecessarily to a stranger on the other side of the county for no reason at all. Things now get worse. I am immediately told regarding my deposit "no, it is not a deposit", that I have to pay for the car, and it won't be held. Not only do I have to pay for the car immediately, but someone else could purchase it out from under me he very clearly states. A signed purchase agreement and what was originally told to me was a deposit was not enough. I am on the east coast and it was after the daily wire cutoff due to the time difference. I even offered to show him proof of funds thru all of this to avoid any concern or hassle of finance applications and if I would really be sending him payment in full. He refused and insisted on the finance paperwork anyways. Next, I have access to dispatch for trucking services. I said I would arrange shipping myself and was immediately told that would not be possible; they had to arrange it themselves. He sent me a quote, which was at least $750 more than I would have paid had I arranged it myself. Next, I was told I would receive service records when the car arrived. There were absolutely no records to be found, even though the car has been serviced almost exclusively through Porsche dealers. The customer service was reprehensible and embarrassing for Porsche. I recently went car shopping with a friend to help them out at a Hyundai dealer and I couldn't believe the service and it immediately reminded me of this experience and I should leave feedback. I spent over 100k more than my friend did and he got a far better experience! I guess I need to considerably lower my standards and expectations for Porsche. I only expect that I be treated respectfully and that you follow through on the agreement. Adding all these extra "policies" to make a few extra bucks is what I would expect from the local used car dealer, not Porsche. To make the headache even worse they refused to send me a bill of sale without an amount financed filled out with a dollar figure. This made it difficult for me when I transferred the title in my home state because they saw the dollar amount "financed" on the bill of sale. I had to show them the receipts for the wire, and deposit, and a note from my insurance company, to prove there was not a lien holder. All of this could have been avoided by simply holding up their end of the bargain. More