I made an appointment to have my 2024 911 serviced for
its 10K service. I live in Altadena and driving to Ontario is a challenge at any time of day or night. I arrived at 9:30 (12/19) and was given a cour
its 10K service. I live in Altadena and driving to Ontario is a challenge at any time of day or night. I arrived at 9:30 (12/19) and was given a courtesy car. I drove back home to continue my workday. I drove back to the dealership at 4:30'ish only to be told that they had not gotten to my car. The reality is, the only reason my car was not serviced is because there was no financial incentive to service my car over cars that needed more profitable work. My service was free of charge as part of my lease. This is clearly an acceptable practice of the dealership under the leadership of Mark Merchant. I have never had such an experience. Especially, what is a premier brand. I simply took my car back without having it serviced.
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by ekase
Service Price Transparency
Dec 23, 2025 -
Porsche Ontario responded
Elliot,
Thank you for taking the time to share your feedback, and I sincerely apologize for the frustrating experience you had during your visit.
You're absolutely right that we needed to handle this better. First, we should have communicated much more clearly about the expected turnaround time for your 10K service, especially given your request to go on a road-test with our technician to diagnose the secondary rattle concern you had. This diagnostic step would add time to the process, but that's no excuse for not keeping you informed throughout the day.
Secondly, I understand why you drew the conclusion you did, and I'm truly sorry we gave you reason to question our priorities. I can assure you the order in which we complete cars has nothing to with how we are incentivized. Regardless, that's not the standard we should be holding ourselves to, especially for a Porsche owner who chose to trust us with their 2024 911.
I would welcome the opportunity to make this right. Please contact me directly so we can reschedule your service at a time that's convenient for you, and I'll personally ensure your vehicle receives the attention it deserves.
Again, my sincerest apologies for falling short of your expectations.
Mark Marchant
General Manager
Porsche Ontario
(909) 292-1800
Dec 23, 2025 -
ekase responded
Good morning Mr. Marchant,
I appreciate the response. I would like to clarify a few things:
I did not request to go on a road test. Even though it was appropriate, it was initiated by the Service Adviser. That said, I made it clear to the technician and the Service Adviser not to spend too much time looking for the rattle. I have been hearing it over the last 12-months and it has become a part of the car. Even though the technician heard the noise, I was sensitive to the fact that finding the actual cause can be very time consuming.
With respect to the work schedule, the most problematic thing said to me by the Service Adviser was that if I would have waited for the car, vs. taking a loaner, the car could have been serviced in about 2 1/2 hours. Keeping in mind I had scheduled this service for a 9:30 AM drop off, the service was for 10K or 12-month on a car that only has 4,400 miles on it, and after I had already spent over 3-hours commuting to and from your dealership, I think you can see how I have come to the conclusion that my no-charge scheduled service dropped in priority because I chose to take a loaner. If not, please tell me how you having my car close to seven-hours by the time I was told that the car had not been serviced that it could have been done in 2 1/2 hours if I waited? Something appears to have moved my car down the list.
The service manager said to me that they (Ontario Porsche) failed me. The reality is, you failed the brand. Porsche is legendary, and an experience that I have worked over 44-years as a civil servant to enjoy. What I expected was an all encompassing premier experience from the sale- to service- to getting a replacement when this lease ends.
As I told the service advisor, I could have just as easily gone to Rusnak Porsche in Pasadena, which is literally 15-minutes from my home. However, I chose to take the car to Ontario Porsche out of loyalty to the dealership that sold me the car.
I hope you understand the level of frustration this experience has caused me. Time is precious, and when it was all said and done I spent over fours hours commuting on a fools errand.
David thank you for your profesional service love taking
my car in for service see next time
my car in for service see next time
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by israel3830
Service Price Transparency
Jun 18, 2025 -
Porsche Ontario responded
Thank you for your positive review, Israel! We are so glad that David took great care of you and your automotive needs and we look forward to continue providing you with the same 5-star service in your visits to come!
Be sure to follow us on Facebook and Instagram for specials and updates.
Regards,
Mark Marchant - General Manager
Jose Rodela was professional and was able to get my Macan
T fixed right the first time. The service department was efficient, friendly, and did not waste any time getting me in and out. They provided a ride
T fixed right the first time. The service department was efficient, friendly, and did not waste any time getting me in and out. They provided a ride for me to get to work. My Macan T was clean when I picked it up. I would recommend Jose Rodela.
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by alex.bethencourt
Service Price Transparency
May 29, 2025 -
Porsche Ontario responded
Alex,
Thank you for leaving Jose this positive review and recommendation! We are glad that he took great care of you and your Porsche Macan T. It is our pleasure to assist you in any way possible. If you ever have any further questions or concerns, please do not hesitate to give us a call.
Be sure to follow us on Facebook and Instagram for specials and updates.
Regards,
Mark Marchant - General Manager
I really tried with this place because it was close.
However they made it as inconvenient as possible. I really don’t like being made to feel that I should be grateful they will service my car. Communic
However they made it as inconvenient as possible. I really don’t like being made to feel that I should be grateful they will service my car. Communication is terrible. I bring my wife’s car in at 9am. At 6pm I called because no updates. I find out my car has not been started and they will need to do it tomorrow. This is after I don’t merit a loaner car. I bring my Macan and my 911 for service and I’m not a good enough customer for a loaner? There is not a single person working here that is respectful of my time. Do yourself a favor and go somewhere else. Porsche prices with less than Kia service. I have never had to pay this much to be made to feel this unimportant to people taking my money.
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by Scottclark7
Service Price Transparency
Feb 07, 2025 -
Porsche Ontario responded
Hi Scott,
I’m really very sorry that this was your experience. After reviewing what happened here I’ve concluded that this is on us and poor communication on our part. I have asked Mike Daniels, our Service Manager to reach out to you directly to extend our apologies and to see how we can make this right.
Mark Marchant
General Manager
Porsche Ontario
(909) 292-1800
Excellent Customer Service and the Ambiance of the place
is very nice. Even the restrooms are very clean and have TV’s, the snacks and drinks need no sugar. Too much to list. The whole team is very respectf
is very nice. Even the restrooms are very clean and have TV’s, the snacks and drinks need no sugar. Too much to list. The whole team is very respectful and knowledgeable about what you’re trying to explain
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by Makaveli
Service Price Transparency
Dec 09, 2024 -
Porsche Ontario responded
Providing excellent service is so important to us here at Porsche Ontario and we are glad that our teams efforts could meet your satisfaction! We are thrilled to know that they were very respectful and knowledgeable. If you ever have any questions or concerns please do not hesitate to give us a call.
Be sure to follow us on Facebook and Instagram for specials and updates.
Regards,
Mark Marchant - General Manager
The dealership and my service advisor are just as good as
usual, making me feel as a valued customer all the time!
usual, making me feel as a valued customer all the time!
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by Winston
Service Price Transparency
Jun 21, 2024 -
Porsche Ontario responded
Winston,
Thank you for leaving us this amazing review! We are glad to hear that our team took exceptional care of you and your automotive needs. We are happy to know that they made you feel valued as a customer. Please do not hesitate to let us know how we may be of further service to you.
Be sure to follow us on Facebook and Instagram for specials and updates.
Regards,
Mark Marchant - General Manager
Porsche Ontario always takes such good care of us.
Jose Rodela in service kept me consistently posted on when my car would be ready and when parts arrived.
Jose Rodela in service kept me consistently posted on when my car would be ready and when parts arrived.
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by Racer991
Service Price Transparency
May 13, 2024 -
Porsche Ontario responded
Thank you for your wonderful review! We are glad that our team consistently takes great care of you and that Jose made this experience with us no different. We hope that you continue to choose us for all of your future automotive needs!
Be sure to follow us on Facebook and Instagram for specials and updates.
Regards,
Mark Marchant - General Manager
Brandon Hanson the service advisor was top notch keeping
me appraised of the work progress during the service visit.
me appraised of the work progress during the service visit.
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by rick
Service Price Transparency
Other Employees Tagged:
Brandon Hanson
Feb 16, 2024 -
Porsche Ontario responded
Rick,
Thank you so much for leaving Brandon this incredible review! We are glad to hear that Brandon took great care of you and your automotive needs. We are happy to know that he kept you appraised on the work progress on your vehicle while it was being serviced. Please do not hesitate to let us know how we may be of further service to you.
Be sure to follow us on Facebook and Instagram for specials and updates.
Regards,
Mark Marchant - General Manager
Porsche Ontario’s service department is fabulous.
I’ve worked with Jaime several times. He is very knowledgeable, courteous, and keeps me up to date on the status of my vehicle. I highly recommend bo
I’ve worked with Jaime several times. He is very knowledgeable, courteous, and keeps me up to date on the status of my vehicle. I highly recommend both Jaime and Porsche Ontario.
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by Anthony
Service Price Transparency
Other Employees Tagged:
Jaime Avila
Oct 26, 2023 -
Porsche Ontario responded
Anthony,
Thank you for your positive review and recommendation! We are honored that you have continuously confided in us here at Porsche Ontario with your automotive needs, and we are glad that Jaime and the team consistently provide you with thorough and efficient service. Please do not hesitate to give us a call if there is ever anything more that we may help you with!
Be sure to follow us on Facebook and Instagram for specials and updates.
Regards,
Mark Marchant - General Manager
Clean, beautiful and professional dealership with
courteous service people every step of the way. I will definitely come back to this dealership with all my Porsches!
courteous service people every step of the way. I will definitely come back to this dealership with all my Porsches!
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by Winston
Service Price Transparency
Oct 26, 2023 -
Porsche Ontario responded
Winston,
Thank you for taking the time to leave us this excellent review! We are delighted that our team could provide you with a top-notch experience. It is our pleasure to assist you in any way possible. We look forward to continue serving you and your Porsche needs in your visits to come!
Be sure to follow us on Facebook and Instagram for specials and updates.
Regards,
Mark Marchant - General Manager
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