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:09/07/2023

  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.

  On June 6th, 2023 I wrote a $10,000.00 deposit to Porsche of Arlington for an order of a new vehicle. My salesman had the folder containing the specifications when I arrived. I made one change to the order. I changed the wheel color. One of the documents I signed stated the deposit was not refundable if and until the vehicle was sold. As I was leaving standing at the door. Another salesman said to me and my salesman. That other car is available with more options than the one you are ordering I said okay. It was at that time standing at the door that my salesman asked for the $10K check which I wrote and left. The plan was to return to see what the second car offered. One day or two I called my salesman to cancel the order. I decided to keep the 2016 that I have. When I called to see if the car had been sold. I was told that It had been sold at a loss and I would be receiving 2K refund. That I recall there was nothing mentioned on the doc I signed about loss or deduction. As I came away without paperwork or a receipt. The dealer agreed on. Send me a copy of the documents weeks ago. I have not received the documents

  Business Response

  Date: 09/20/2023

  Spoke to *************** and agreed to refund her deposit.  

• Initial Complaint

  Date:05/01/2023

  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.

  We sold our ***** in December and was entitled for a refund of the unused portion of the tire insurance from the Arlington dealership since we purchased our car there. I told the financial director ******************* that my family will out of the country for job reasons and asked if he can help us to send the check overseas because our U.S. address is no longer valid. He said no but he said he can help to deposit the money into our bank. That was what happened last December. Since then we have been constantly checking the progress with him. Although we hardly heard back but we took his words and was patient about it. Finally got a word from him three months later, not only did he not deposit our check, he told us that the check was sent to our old old address. We have updated our address with the dealer, apparently they didnt do it. Therefore when the check was sent according to ***, we didnt and wasnt able to receive it. Also, *** told us that there was no tracking number! It was a sizable check! The dealer is so cheap that it did not bother to send a sizable refund via a trackable service? So thats it! We run out of luck! We have been trying to contact him since the day we sold our car. It is extremely to hard to get a hold of him and even if we did, he didnt help! All words but no action! We have run out of recourse besides going to the court and making a complaint on BBB. We also want to warn potential buyers to try to avoid this dealership if you can. They would be super nice to you when they want to sell you stuff, but after that it is hell! Also, they could have certified most of cars for free but they didnt bother to give consumer a peace of mind. Moreover, *** appeared to be very frustrated when we decline most of the warranty. So stay away from this bad business and this and person!

  Business Response

  Date: 05/20/2023

  response from client...

  From: **** ***** <*******************>
  Date: Thu, May 11, 2023 at 10:29?PM
  Subject: Re: Porsche Arlington Road Hazard Wheel and Tire Cancellation
  To: ******************* <*****@porschearlington.com>, ******************************* <*************@porschearlington.com>
  
  We have discussed with ******* and have reached a common understanding that once it arrives to the dealership, the refund check in the amount of $1869.95 will be sent to our ********* address: 
  *******************
  ******************************************************************************
   ********* phone: *********** 
  via either *** or ****** No other courier service would work. Please make it payable to *******************. Please also provide tracking number once it is sent out. Thanks! 
  
  ******

  ****************,

     ******************************* was the finance manager for these customers. We will be sending the check out to ********* when we receive it. We are expecting to get the check on Wednesday the 24th.

  Customer Answer

  Date: 05/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have not received the check nor have I received a valid *** or ***** tracking number indicating the check has been sent to my address in ********* l. 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 06/02/2023

  ****************,

     We sent the check to the D.C. and it was rejected. I believe  the customer is in *********. We are emailing the customer to obtain a U.S. address we can send his check to.

  Thanks,

  Customer Answer

  Date: 06/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: we have informed ******************* numerous times that we have moved out of the US since last December. He knows and promises us he will get the refund to us. But he never honored his words.  We have also talked to *******, another stuff at the dealership who also promised us to send the refund to ********* address via either *** or ****** So stop beating around the bush and pretending this is news to you. You should have submitted the refund 7 months ago but you didn't. We didn't find out until this may that our refund request was never submitted despite *** kept informing us that the refund has being sent to us. So once again, please sent it to *******************, **************************************************************************** via *** or ***** (and no USPS will not reach us) and provide the tracking number. Have some common decency. 

  Regards,
  
  *******************

  Business Response

  Date: 06/17/2023

  Customer received and is satisfied.

  Thank you

• Initial Complaint

  Date:03/11/2023

  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.

  I dropped my 2017 Porsche ******** off at Porsche of Arlington on April 16 2022 and did not receive the car back until January 23 2023. I dropped the vehicle of because the check engine light came on. During the time Porsche of Arlington had my vehicle they were to fix the sunshade that was repaired by them prior that malfunctioned again. During the 10 months they had my vehicle I always had to call them they never knew what was going on with the car and every other month there were new service writers so I would have to reexplain what going on with the car. I stopped by there in mid-September asked if I could see the car, they had me wait over an hour saying they didn't know where it was, finally, they pulled around. We walked around the car it was ***** and the passenger rear door had been hit by what seemed to be a small object. The service writer told me they would fix it. I explained to him the car was ceramic coated and paint corrected so if their guy doesn't feel comfortable, I can take it elsewhere. when I finally picked my car up in January the door was a different color. I took it to multiple body shops, and they all said the same thing the door was panel painted the wrong color not even blended. They even cleared over the Paint Protection film. I have plenty of email with them admitting fault and that they will pay for repairs, but they still have not lifted a finger. I just want my vehicle in the condition it was in when i dropped it off.

  Business Response

  Date: 04/07/2023

  I stated to ************** that I would reimburse him $2100 for the repairs that were done. ************** agreed and is closing the case.

• Initial Complaint

  Date:02/06/2023

  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.

  On January 18th, I put a deposit down on a used 2020 ***** ***** * **** was listed for sale at Porsche of Arlington, VA. On January 21st, I traveled to the Dealership from my home in Finksburg, MD. During the visit I noticed a few issues with the car that were not disclosed to me when putting down the deposit: missed rear trunk cover that is included as a stock item with this car, a light interior odor, caked up grass and mud in the wheel wells that wouldn't be removed, curb rash on all the wheels, and mismatched tires. I was assured that even though there were these issues, the car had just passed VA State Inspection at a sister dealership, assuring that the car was safe as per VA legal requirements. We negotiated $600 off the price of the car to make up for the number of various issues and missing components. I then proceeded with the purchase and drove the car home. I immediately felt a pulling of the wheel to one side in a strange way. The next week I took the car to an authorized Maryland State Inspection station for a required inspection to register the vehicle. The car failed due to the one tire being under 2/32" in tread depth which is below the legal limit to pass an inspection and sell a car in both Maryland and Virginia. In addition, several tires were "feathered" due to the "toe" being significantly out of alignment which technically passes inspection but ended up needing replacement as well. I ended up having to replace all four tires, the missing trunk cover, and pay to have the car properly detailed. I recognize the initial negotiation however, the one tire that was deemed safe by the dealership but was in fact NOT by both state's legal standards should be covered by the dealer as they did not sell me a car that was in safe driving condition. I spoke with ****** and ***** about this, and offered no resolution other than to call the shop that passed it for Virginia. That shop never followed up with me.

  Business Response

  Date: 03/16/2023

  We do not honor MD inspection. We only honor Virginia Inspection because we are a Virginia dealer. The vehicle passed Virginia inspection and was road ready by Virginia Standards.

   

  Thank you

  Customer Answer

  Date: 03/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the "sister dealer" that completed the VA inspection ignored the fact that the tire was below VA required safety specifications and illegally passed it anyway. This misstep by the VA inspection was picked up by a Maryland inspection station HOWEVER the standards for tire depth are identical and was below the Virginia legal limit of 2/32" The car was sold with a tire that was well below the allowable minimum depth in the state of Virginia.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/20/2023

  Like I stated, the vehicle passed Virginia inspection at the time delivery was taken.

  Thank you

  Customer Answer

  Date: 03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: just because you hired an inspection station that "passed" the safety inspection, doesn't mean it was done properly as outlined by Virginia law - in this case that shop ignored a bald tire below VA legal spec and the car was sold to me as such. It should have NEVER passed VA inspection without installing a new tire. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/09/2022

  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.

  Porsche of Arlington had serviced my vehicle for minor issues and introduced electronics issues I didn't have before. They first acknowledged the responsibility and in an attempt to resolve, they kept my vehicle in the shop for over 4 months not knowing what to do and how to fix the problem they've created. According to the Service Adviser they were "ripping everything apart" and working with the regional Porsche representative telling them what to do. After 4 months on unsuccessful repairs, they gave up and, to my shock, simply told me that according to the Porsche Rep., the car "operates as designed". That same Porsche Rep. that was terrorizing my car for over 4 months now has concluded that there is nothing wrong with it. I took the car back and got it fixed at another shop within 2 days which costed me $740. The General Manager "****" took no responsibility falsely maintaining that the car works as designed. After I sent him a video proving that car is now fixed and works as before they touched it, he simply stopped communicating.In addition, they broke the driver's door lock and disabled siren. The technician walked to me ans simply stated that he had tried everything and doesn't know how to fix it. After filing complaint with Porshce Cars NA, they took the car back again, fixed the lock and failed to fixed the siren keeping the car for another 5 days. I took the car back and got it fixed within minutes at another shop which costed me another $120.I would like to be compensated for my losses due to Porsche of Arlington's incompetent and untrustworthy staff.

  Business Response

  Date: 11/12/2022

  We told the customer that we could not duplicate the error and "NO" CHARGED THE DIAG WORK. So the customer was not out any money. We are not going to compensate him for going somewhere else.

   

   

  Customer Answer

  Date: 11/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The response is a false. Not only the error was duplicated, they have spent over 4 months trying to fix it. You would not be replacing several modules and performing software flush if you could not duplicate the error.

  Because the issue was created by the incompetent technicians of Porsche of Arlington in the first place, they need to be responsible for repairs by the third party since they failed to address it after keeping the car for over 4 months. I have copies of all communications with the service advisor admitting that they don't know how to fix it. The video demonstrating that the car was fixed was forwarded to the ** "Sami" who chose to simply ignore it.

  I am expecting to be compensated for my losses caused by the service department staff.
  

  Regards,
  
  ******* ******
  

  Business Response

  Date: 12/07/2022

  We are willing to reimburse **. ****** as a gesture of good will the amount $120. Regarding the previous expense, we can not held responsible for other expenses he authorized on his own.

  We have attempted to reach **. ****** regarding the reimbursement arrangements but are yet to hear from him. We are glad that he got issues resolved.

  Customer Answer

  Date: 02/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The expenses I've authorized on my own were for repairs of damages made by Porsche Arlington. If they acknowledge mishandling of my vehicle after 4 months of failed attempts to resolve the issue, they need to reimburse me in the full amount not some arbitrarily $120.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 02/22/2023

  We had no involvement with any damages to **. ******** vehicle. **. ****** had done some aftermarket at another shop which we can not be held responsible for. He drove a like new loaner that we were gracious enough to loan him for "4 months" while we tried figure out the issue with his vehicle. We also offered him $120 good faith gesture and he rejected it. We consider the matter closed.

  Thank you,

  GM Porsche Arlington

  **************************

  Customer Answer

  Date: 03/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This response is entirely false. The vehicle was taken to Porsche Arlington shop earlier for CPO repairs which introduced electrical issues with locking that I never had before. That was the whole reason I brought the car back to address the issue. Nothing "aftermarket" was done to the vehicle. After 4 months of failed attempts to address the issue, GM ********** simply said there is nothing wrong with the car despite clearly evidence of the contrary. Communication with the service advisor is carefully documented and states that they "tore everything apart" and don't know how to fix it.

  After 13 weeks of waiting I took the car to another shop and they found electrical issues and fixed everything in one day. I have sent the attached video to GM ********* which he never acknowledged. I am looking to be compensated for the my expenses for these repairs. 

  Providing a loaner vehicle is a standard practice at any dealership and not viewed as a favor, especially when the loaner is half the value of the vehicle kept in shop for unjustifiable 4 months due to staff incompetence.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/20/2023

  There is nothing further we can do for this customer.

   

  Thanks

  Customer Answer

  Date: 03/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The response neither acknowledges the issue they created with my car nor provides any resolution despite of clear documented evidence of their fault on multiple occasions that caused me financial losses.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:10/09/2022

  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.

  I dropped off my car for repair of its suspension. Porsche of Arlington completed the repair of the car's suspension but damaged the car while they had it. The car's electronics area was filled with water while it was at the repair shop. This caused damage to the car and its electronics. They refused to pay for, or repair, the damage they caused. They towed the water damaged car to my house and dropped it off without fixing the problem.

  Business Response

  Date: 10/17/2022

  Customer originally June 10th 2022 for suspension issues. We repaired his suspension issues  and we also recommended Cowl cleaning which prevents water ingress . The customer declined at that time. Customer came back in on July 12th with complaints of vehicle rear spoiler not working, rear trunk not opening and multiple warnings on dash board. Technician found multiple components damaged to water ingress which the customer originally declined the original recommendation of cowl cleaning that would of prevented this from happening. We absorbed the expense of the check out and sent the car back because the customer was not willing to spend the money correct his the issues.