Complaints

The 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:08/23/2024

  Type:Service or Repair Issues
  Status:

  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.

  Dropped my 911 996 Porsche convertible off in February 2024 to fix a transmission problem I was having. First they misdiagnosed and had me pay for a new alternator. Then once it did not solve the problem they refunded me, and then said it was the gauge cluster of the car. I then proceeded to wait over 3 months for them to get the part and do the repair. Paid close to $5000. Now, after only driving the car a few miles since said repair, the exact same transmission issue has returned. When I called to ask for a refund etc, I was given the cold shoulder. Even more so when I made it clear I would persue litigation if needed to recoup my funds. Instead of a solution I was told there was nothing further to discuss as long as litigation was on the table? I just wanted my car fixed. I waited months and months, paid whatever was asked, and at the end of the day my car is in the same condition as it was when initially dropped off in February. I have repeatedly told them not to guess, not to throw parts at the car. I had even said if they couldnt figure out what was wrong it was ok I could just take the car. They were adamant the gauge cluster was the cause of my transmission issues? I want my money back for the misdiagnosis and repair. My next steps will have to be litigation and reviews. This is principle, you have a customer car in your possession for months with multiple misdiagnosis ending in $5000 in repairs which were worthless.

  Business Response

  Date: 04/01/2025

  Tell us why here...We appreciate the opportunity to respond to ******************** concerns regarding his service experience at Porsche Dallas.
  Mr. Ganjoors 2003 Porsche 911 was brought to our facility in February 2024 following repairs performed at another shop, which had resulted in multiple unresolved electrical faults. Upon initial inspection, our technicians observed widespread electrical irregularities that made pinpointing a root cause challenging. After a thorough diagnostic process, it was determined that the instrument cluster had been compromisedlikely as a result of prior alternator issues. As a necessary next step, our team recommended replacement of the cluster, which required a special-order part from *******. We acknowledge and regret the extended wait time associated with this process, which was outside of our control due to international parts sourcing.
  Once the cluster was installed, the electrical faults cleared and the vehicle was restored to operational condition based on all available system feedback and test results at the time.
  On subsequent visits, the client reported recurring concerns. However, in each instance, either diagnostic time was declined or the vehicle was not left with us long enough to allow our team to complete a full evaluation. Without sufficient time and client authorization for additional diagnostics, our ability to accurately verify and address intermittent or complex issues becomes significantly limited.
  When Mr. ******* advised our team that he would be pursuing legal action, all further correspondence was redirected through the appropriate internal legal channels, per our standard operating procedure. This is not a dismissal of his concerns, but rather a necessary step to ensure communications are handled appropriately once legal intent is stated.
  We sincerely regret that Mr. ******* is dissatisfied with his experience. We stand behind the diagnostic path taken and the repairs performed based on the condition of the vehicle and data available at the time of service. That said, our team remains willing to reassess the vehicle and perform additional diagnostics should Mr. ******* choose to re-engage with our service department and authorize the time required to investigate further.
  At Porsche Dallas, we remain committed to providing an exceptional service experience and welcome the opportunity to continue working toward a resolution.
  Sincerely,
  Porsche Dallas Management Team

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  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.

  In January 2023, my Porsche Cayenne Hybrid 2019 died. I had it towed to the dealership and they told me that I could not get a new lithium battery for months. Could give me no *** and said multiple customers were ahead of me. I called ********************** National customer service and they said I had to work with the dealer. Dealer told me I could sell the car if I needed one right away because they would not give me a loaner. I felt I had no options so I sold my Cayenne to the Park Place Dealership for $45,500. I signed the title transfer and received a check for $45,500. ***** ***** was my salesman who handled the transaction. In April 2024, I received a call from Officer Forest ***** from the ******* area. He informed me the Porsche was still registered to me and Park Palce never took my name or business off the title. The car was found with a man with guns and drugs. There is a Criminal case in ********** that is pending against this man. I spoke with the general manager of Park Place ******* ****** who said that I didnt need to worry as long as I had my paper work from the dealership. When I asked why my name was still on the car, he said they sold it to **************** and since they were both dealers, my name didnt come off. I am very suspicious of this whole transaction because I didnt want to sell my car it had several years of use, but I feel like i was force to sell it and then it was sold to someone doing illegal things and my name was still on it.

  Business Response

  Date: 08/07/2024

  Dr Mason,
  
  The title would have been signed over by Porsche Dallas at
  point of sale at the auction. It is every motor vehicle dealer's
  responsibility that a title is perfected at point of sale to a retail client. Unfortunately, the licensed motor vehicle dealer who
  purchased the vehicle at auction appears to have not done such. All info has been shared with our title department, as well as legal team to ensure we have assisted in all instances that require our input. Once again, I apologize for this situation however it is
  beyond our control to ensure other dealers follow rules and regulations within
  the state of Texas.
  

  With this said, records are showing correction has been made on your title, and no further action is required on our end. Thank you for your understanding.

  
  

  Customer Answer

  Date: 08/07/2024

  I am rejecting this response because the Porsche Dealership needs to take responsibility for their actions.    This does not make sense that the Auction House that bought the car from Porsche would have been the one responsible for transaction between me and the Porsche dealer.    I am still very suspicious of why the Porsche dealer could not get a battery for my car for 4-6 months and pressured me to sell my car.   And then this suspect transaction occurs.  The dealer has not explained this part of the story.   I feel that they need to make me an offer to compensate me for having to sell my car prematurely.   

  Business Response

  Date: 08/07/2024

  Greetings Dr Mason. We understand your frustration and we’re disappointed to learn that you’re feeling this way. I’ve attached a document that will help clarify your role as a seller in the State off Texas. Please accept our sincerest apologies if this was not communicated prior, as our intention is to always provide a seamless experience. We hope this helps.

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:   Park Place Porsche is trying to blame the Auction buyer for this entire mess,   However they had the responsibility to put the dealer name on the title when they sold it to the auction house.   Their response makes no sense.   Patrick Hutton the manager told me in a phone call in May that they know this auction house well and work with them all them time.    The auction house is not responding to my BBB complaint.    I think they are working together to kill this complaint.   

   

  I still think there is something very strange on why they could not get a lithium battery that was under warranty for a 2019 hybrid car that was only 3 years old.   I think someone was paid money under the table to get my luxury car in the hands of criminals and the dealership is covering up for the actions of their salesman and employees.    I want compensation for having to sell my car at a loss.   Porsche has offer nothing to make this right.  

  Customer Answer

  Date: 08/08/2024

  the information Porsche sent about a Texas titled car that does apply to my case.     My car was titled in MIssouri and I followed all the steps in Missouri to let them know the car had been sold.   

  I want the dealership to take responsibility for their actions and compensate me for my loss.   

  Customer Answer

  Date: 09/09/2024

  I received this from the Texas DMV and Attorney General  this AM..   I filed a case against Park Place in 7/2024 concerning this matter.      Case 24-0014788.   They have found that Park Place violated the law and/or rules regulated by the TxDMV. 

  I believe Park Place lied to me about not being able to get a Lithium Battery for several months in order to sell the car quickly to this auction house and then to a drug dealer.     I spoke with the St. Louis Porsche dealer, and they were not aware of delays in January 2023 for batteries for hybrid cars…. I believe the dealership and salesman is involved in some spam to trick customers into selling cars prematurely  and then passing them off to this auction house to sell for illegal uses and keep the orginial owners name on the cars.   

  I believe Park Place owes me compensation for lying to me about not being able to get a battery (which was under warranty) and then being forced to sell my car at a loss.  

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Porsche Park Place Dallas regarding a troubling situation with a 2015 Porsche Macan S that I purchased from Carvana in December 2023. After six months and slightly over ****** miles, I encountered a significant issue with the Transmission Valve Body, likely due to manufacturing defects.Initially, I reached out to ******* for assistance, but they were of no help. Faced with ongoing issues, I decided to take the vehicle to Porsche Park Place Dallas, hoping for a definitive diagnosis and repair.Unfortunately, Porsche Park Place Dallas's response has been inadequate. After spending approximately $5,000 on repairs, the dealership misdiagnosed the issue, and the vehicle remains inoperable, causing significant inconvenience and financial strain. Regrettably, this situation has led to the vehicle being repossessed due to my inability to drive it.Efforts to resolve this directly with Porsche Park Place Dallas have been fruitless. Documentation including purchase records from Carvana, communication logs, repair invoices, and ongoing issue documentation are available.I request your assistance in investigating this matter thoroughly to ensure Porsche Park Place Dallas upholds its commitments to customers. Please contact me at ************** or ************************* for further information.Thank you for your attention to this matter. I look forward to a prompt resolution.Sincerely,***************************

  Business Response

  Date: 04/01/2025

  To Whom It May Concern,
  Thank you for the opportunity to respond to ******************* complaint concerning the service experience at Park Place Porsche Dallas.
  We take every guest concern seriously and appreciate the opportunity to provide clarity regarding Mr. ********* vehicle and the service performed. Upon a comprehensive review of our records, the following timeline outlines our involvement with Mr. ********* 2015 Porsche Macan S:
  December 29, 2022 The clients first visit to our dealership was to complete a factory recall involving the retrofitting of headlight caps. This work was performed at no cost to the client and was completed successfully.
  June 30, 2023 Mr. ******** had his vehicle towed in due to a check engine light (CEL). Our technicians performed diagnostic tests and found a fault in the transmission control unit, specifically a failure to engage gear 4. Gears 13 and reverse were operational. A sample of the transmission fluid showed darker amber *********** and there was no history of PDK (Porsche Doppelkupplung) transmission servicea crucial part of required routine maintenance. The client was advised of the condition and recommended a complete transmission replacement. At that time, all suggested repairs were declined.
  August 30, 2023 Mr. ******** returned and authorized replacement of the transmission valve body ($4,382), in addition to an oil change. Per Porsches diagnostic protocol, this step is performed prior to considering full transmission replacement. The vehicle was picked up on September 2, 2023, and no further issues were reported at the time of delivery. Additional service recommendations were again declined.
  September 9, 2023 The vehicle returned with further engine control faults. Diagnostic results revealed a need for a complete transmission assembly replacement ($27,672). The client was informed of this recommendation but chose not to proceed with the repair.
  Since that last visit in September 2023, Mr. ********* vehicle has not returned to our dealership, and no additional service or communication was initiated by the client.
  We regret to learn of the vehicles subsequent repossession and understand the frustration this situation has caused. However, Park Place Porsche Dallas has acted in accordance with Porsche manufacturer guidelines and provided clear, timely, and professional recommendations for necessary repairs based on documented diagnostics. Unfortunately, the root cause of the transmission issues stems from prolonged deferred maintenance, and not a misdiagnosis or workmanship issue on the part of our dealership.
  While we sympathize with Mr. ********* experience, this is ultimately a matter of vehicle condition and ownership history rather than any service failure by Park Place Porsche Dallas.
  In support of our response, we have attached the repair orders and documentation related to the vehicles diagnostic findings and service visits for your review.
  We remain committed to delivering the highest standards of service and transparency to all clients and appreciate the opportunity to provide our perspective.

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  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.

  Mal practice observed at Porsche Dallas Dealership Background:1. Bought Vehicle detailing services from Porsche Dealership 2. On May 2nd early morning around 8 AM took the car for detailing. This was pre-booked 30 days before.3. I live in ****** and from my home Dallas dealership is approx.. 25 miles and i pay tolls at 4 automated scanners located on Dallas North Tollway 4. I picked up the car on 3rd May afternoon close to 11:30 - 12 PM.6. When I picked up the car, I was in rush so did not check the complete car.Issue Reporting 7. Later I found out, there was food item left in the car.8. And when i checked driving history on Porsche website, where Porsche provides complete details on drive and tracks yours miles for each day, i was surprised that that my May 2nd driving history was deleted. I have driving history from one day before and pick up from dealership but not dropping off to dealership.9. NTTA Toll Tags says that car crossed 4 toll tags. Attached is the proof Please register this as 1. Mal practices by dealership 2. Tampering of authorized data.3. Unauthorized usage of car. This was car detailing job not a service appointment.Bigger question, 1. Not sure how my car was used?2. How many more customers are impacted like this?

  Business Response

  Date: 06/27/2023

  After reviewing the clients concern, I reached out to PCNA for more information on the tracking data that is stored.  The tracking data is provided by an application that the client purchases directly from Porsche through MyPorsche app, it is a subscription.  The dealership does not have any way to access the client's information to change or delete information.  I have left ************** a message to give me a call to address the concerns. 

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service Issues
  Status:

  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.

  Please see attached PDF document for my detailed complaint as there was a word restriction to all the facts I could present about my case.
  
  Thank you for your time
  

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2023/01/13) */
  At 94,551 miles on 11/3/22 the vehicle was brought to Porsche Dallas service due to three of the four doors would not lock. Porsche Dallas inspected the vehicle and diagnosed the concern and found that the vehicle needed 3 door actuators. The client declined the repair. No work was done on the vehicle. On 11/23/22 at 95,092 miles the client brought the vehicle in stating that the lowering level light was on the dash. Porsche Dallas diagnosed the concern and found the vehicle needed a steering angle sensor, the client then approved the repairs and the sensor was replaced. When the client arrived to pick up his vehicle he stated he felt like Porsche Dallas caused the sensor to go out. At that time, he spoke with the Service manager and the Service manager explained to him that the steering sensor was located in a completely different area than the door actuators. In order to get to the steering sensor, you have to remove the steering wheel. Also, in the vehicles computer system shows the exact time and date that the steering angle sensor failed which was on 11/17/22 at 6:20 pm at 94,971 miles. At that date and time, the client had his vehicle it was not in the service department at Porsche Dallas. The steering sensor is an electrical part that failed internally. Porsche Dallas did not cause the sensor to fail. The original part was 12 years old and over time they will go out.
  
  
  Consumer Response /* (3000, 7, 2023/01/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello, I do not agree with the claims made above and I will provide proof.
  I dropped off the vehicle with original complaint on 11/03/22.
  When I declined repair estimates I picked up the vehicle on 11/11/22 NOT 11/08/22 as claimed by the dealer and also shown on their provided receipt which I just noticed after reading their response shows as closing date. I have attached a screenshot of the payment made by me during pickup and date shown, copy of my car rental during time car was in shop, and uber ride to dealer to pickup car.
  When the fault was noticed on the vehicle a few days after pickup, I called and spoke to Robert S****** 11/15/22 who advised me to drop of the vehicle again which I did the following morning of 11/16/22. Please view attached uber receipt from the dealer after pickup.
  The dealer states the fault was detected 11/17/22 at 620pm when the vehicle was in my possession but the vehicle was indeed of possession of the Dealer during that time. I have just noticed that the second receipt provided to me after pickup on 12/31/22 states the pickup was 11/23/22 which is inaccurate and I didn't even notice until reading the response from the dealer. Please find attached copy of my second truck rental after being without a vehicle several days after drop off and getting a rental. the pickup date is 11/22/22 even before the dealer documents my car as being in their possession.
  When the vehicle was picked up on 11/11/22 initially the vehicle was scheduled for another repair shop on 11/13/22 and I noticed a drive train failure while driving 20 miles in the metroplex to Forney, Texas. The car never left the metroplex but the dealer claims after falsely checking in my vehicle on a later date it had added 500 miles to its dashboard?
  Please also find attached photos of receipts provided by the dealer on both occasions and notice the discrepancies in the dates tickets opened and closed on the top left corner noted as "R/O Opened and Ready"
  I have been very patient with dealing with this matter but after seeing so many blatant evidences of fraud I am compelled to start believing this is a matter I need to bring to the attention of social media and the media.
  
  
  Business Response /* (4000, 9, 2023/01/18) */
  After reviewing the last statement for the client and reviewing the call log, the time line does not add up. There was no call made into the dealership between November 12th - 20th from the client. After he picked up his vehicle on November 11, 2022 he did not call back until November 21st 10 days later. I have included a complete history call log from the client's number, which you can see by the call log he spoke to Robert S****** for 17:10 minutes on the 21st but there were no calls made on the 15th or the 16Th. Where the client stated he had called and spoke the service Manager. The client authorized the replacement of the steering sensor then upon pickup after completion of the repairs tried to dispute payment. The Service manager has had several conversations with the client, the latest being on Jan. 16th 2023 explaining to him that that the failure was not caused by Park Place Porsche and Park Place Porsche would not be taking responsibility of the failed part.
  
  
  Consumer Response /* (4200, 11, 2023/01/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  On January 16th 2023 which was Martin Luther King Holiday I called the dealership to talk to Robert S****** and was directed to his voicemail stating he was out of office for the holiday and would be back the following day. As of today 01/25/23 I have still never received any call, missed call or voicemail from Mr S****** so I am unsure as to what is being referred to as a conversation between us.
  This of course reflects a pattern of behavior of the service agents as you can see on the call logs provided by the dealership where I try to contact them and never get a response and have to leave voicemails to call me back. Sometimes I get a return call from Brandon B****** and sometimes my voicemails to Mr S****** are flat out ignored.
  I have had 2 conversations with manager Robert S****** so far, the first was my initial call to report my frustration about the failure in my vehicles drive system after picking it up from their service center and the second call was initiated by manager Robert S****** to confront me AFTER receiving my report from the Better Business Bureau. All attempts to reach him past that have simply been ignored or responded to by Brandon B******.No agreements were made.
  Brandon B****** told me they had identified a Rear Control Module failure and sent me an electronic work order to approve by text which I did. I believe this happened early December. The repair estimate was in the $700 plus range.
  Close to a whole month later of frustration waiting before he finally ordered the needed part, the agent then called me to tell me the issue of the vehicle was not indeed the rear control module but a damaged steering wheel sensor and the repair estimates where now estimated at $1200.
  I made clear to the agent I did not believe this failure was just a random wear and tear issue and it happened during the time the vehicle was in their possession and he need to address payment for these repairs. He told me he would talk with the manager and have this repairs approved.
  On December 26, 2022, I received a phone call from a customer service representative of Porsche USA who was following up on my complaints about this dealership and was the one who got the ball rolling to get my vehicle out of the shop within the same week after it being at the dealership for more than a month with no progress and she asssured me management was addressing the issue of liability.
  Brandon B****** called me to inform me the vehicle was ready for pickup on Wednesday 12/28/22 I again asked him to confirm the payment concerns with management had been addressed and he did.
  When I came to pick up on 12/31/22, a different service agent approached me and told me he would be handling my checkout even though the agent Brandon B****** was available and had been made aware I was there to pickup. This other agent then told me that unfortunately he didn't have a record of approval for repairs by the management and conveniently when I asked to speak to one they told me they were all off on that day as it was a Saturday and the day before new years. I was also told the only way I could pickup the vehicle that day was by making a payment.
  I told the agent I didn't mind making the payment as long as management contacted me later to address the refund and I was then assured that Robert S****** the manager would be back on Monday 01/02/23 and would contact me first thing to address those concerns.
  Robert S****** never contacted me for several days and when I called I was only able to leave a voicemail.
  After several days of waiting for a return call I finally decided to extend my complaints to the better business bureau. Several days after when the complaint was finally forwarded to him I received a call around 5pm. The call was NOT to address the resolutions that were promised before but to confront me on my report to the better business bureau.
  I have made it clear to the dealership and to my credit card company that there is a shady business practice going on at this dealer and by no way am I trying to dispute a charger which I "agreed" to pay.
  
  Thank you for your time