Business ProfileforPorsche Beachwood

Be aware! Shop around first and if at all possible avoid Beachwood Porsche. Purchased my Porsche from long distance since they possessed the Macan GTS that I was looking for. Initial contact was great (as always is). A short video was provided that included a narration and walk-around of the vehicle. Highlights of the vehicle was specified. Eventually I secured the deal and soon later the Macan was delivered to my home. Did a walk-around and realized the vehicle was as described. Did not notice any major defects until I did a thorough hand wash. I realized water was collecting within the taillight housing on the driver's side. What caught my attention was water dripping down the bumper. As I looked closely, there was damage on the upper edge of the housing. Would not have noticed it unless I noticed the water dripping and collecting in the housing. Made arrangements with the local Porsche dealership and eventually got that corrected. During the same day they changed the rear wiper blade since it was defective. Maybe a month or two later I decided to hand wash the vehicle and as I was rinsing it down I noticed tiny pieces of paint on my driveway. It was in the area of the front bumper passenger side. I looked closely and noticed paint pealing in several areas the on right side of the front bumper. I thought that was odd, to only be in that particular area and paint pealing. Made arrangements to return to my local Porsche dealership and a month and a half later was told that they would not be able to resolve the issue and to contact the Porsche dealership I purchased the Macan from. Made a call to the service department at Beachwood and was told I needed to contact my sales representative. Sent an email on 6 Aug 2021 to him. Was asked to send a few photos. Followed up on 10 Aug with no response. About a week later, without hearing from him, I decided to contact Porsche Headquarters for assistance. Was provided a case number and was told to call back after 2-3 days if no word. Called and was told no contact has been made with the dealership. Called back a couple of days later with the same response. Will attempt to make a call today to the headquarters to determine the status. However, I decided to provide this thorough review since the customer service I've received to this point has been poor.

******, Phil *****r here, I am the General Manager at Porsche Beachwood. I am sorry you feel the way you do about your purchase from us. I would love the opportunity to speak with you and discuss at your convenience.

Called and left a message for the GM at Porsche Beachwood. Did not receive a response from him, however, I did receive a call from KK advising that he was asked to contact me. KK suggested that Beachwood Porsche would prefer to pick up my vehicle for assessment/repair and to return it within a few days to a week's time. I told him that I'll need to consider it as that is an inconvenience for us. Taking into consideration but still skeptical with the result of service I have received to this point. Also, I did eventually receive a message from the GM, perhaps because BBB had reached out to Beachwood Porsche. This is exactly the type of customer service I have attempted to explain. I am contacted only after someone is told by their supervisor or for concerns of their reputation. Again, initial contacts were great since they were trying to sell the car. Anything after is typically mediocre or poor at best. This is unfortunate since their site does state, "we are dedicated to serving all of your automotive needs and providing the best customer experience possible, whether you’re buying a new car or need auto financing or service". I've been in their shoes attending to customers for many years and I've seen the good and bad of service and how people avoid the tough cases and focus on activities that propel their reputation/career. That is unfortunate, particularly with a business that prides itself in quality.