ComplaintsforTom Wood Porsche

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Certified Pre-owned 2020 Porsche 911 4s on March 16th for $129,600. It had a clean car fax as well as being a certified pre owned car, so I trusted it to be a clean and nearly perfect car. I was also told by *********************** that a PPI was performed and that a rock chip and a TPM sensor were the only issues, so I purchased the car. After noticing some paint blemishes I took the car to a detail shop. They pointed out several major issues with the body of the car. It was previously wrecked and poorly put back together. Tom Wood Porsche is refusing to take the car back.

  Business response

  04/19/2023

  Mr. ******************* did in fact purchase this 911 about 30 days ago.He first saw pictures online. He obviously like what he saw enough to come in and see it in person. After inspecting the vehicle and driving it, he thought enough of it to purchase.  He has enjoyed the vehicle for about a month. We did perform a CPO inspection. ************** and detailer didnt notice anything amiss. It wasnt until he took the car to a detailer that he then became dissatisfied. I mentioned to ************ that he shouldnt put much stock in what a detailer stated. I asked him if he would take it to his local Porsche store for their assessment.  He said he wouldnt. He just wanted the vehicle returned and his money back.  I mentioned that when you buy a Used Vehicle they rarely are in perfect condition. I told him we do not take vehicles back but we would love to take it in on trade for a new Porsche 911, that would be perfect.    

  Customer response

  04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I notified *************** of the issue prior to 30 days. The car is currently garaged, and has been since I was aware of the previous damage. I drove the car from ************ to ********, three very short trips through my small town, then to the detail shop, so I have not enjoyed the vehicle for 30 days, as stated. 
  To my recollection no one has offered the option to take the car to my local Porsche dealership for their assessment. I would be happy to take the vehicle there. As long as Tom Wood Porsche would agree to take the vehicle back upon confirmation that i was sold a previously wrecked, and poorly put back together vehicle, marketed as a nearly perfect CPO car with a clean car fax. 
  
  Regards,
  
  *******************
  

  Business response

  04/24/2023

  First, we will not buy this vehicle back from **************. He physically drove to our dealership to review the vehicle before agreeing to purchase it. He was provided with all the necessary information regarding its condition and history (i.e. CPO inspection, Carfax). He had the ability to review the vehicles physical condition, and if something this glaring was there, it would have been discovered. We operate with transparency and integrity, and we take pride in our commitment to fair and ethical business practices.We understand that buying a car is a significant investment, and we have always encouraged customers to ask questions, take test drives, and thoroughly inspect the vehicle before making a decision. We have already explained that returning the vehicle for a full refund is not an option, and the only solution we have is to trade the vehicle in for a different unit or to order a new 911. 

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  As we can see this dealership missed many issues during the *** process. I was assured not to worry because an 111 point check had been done. Now Im being told that I shouldnt have trusted their word. This is far from ethical or fair. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my car in for a factory recall. They did not adjust the headlight after fixing the issue and then when I left a bad review and called to get them to correct the issue they said that I was not welcome back due to my review. This is the only dealer in town or in the state.

  Business response

  03/10/2023

  Response to ******************:
  
  We performed the factory recall per ******************** request. He is most definitely welcome back in our store for any warranty work when he gets a notification from Porsche . When he came into our shop, he mentioned that he had a headlamp issue.  We informed him that this recall didnt have anything to do with any errors or faults. When we informed ****************** that it would be one hour of labor to diagnose, he declined to proceed. As we have stated to him before, there are multiple Porsche Dealers ** the ****************.
  
  Sincerely,    
  
  *****************************
  Fixed Operations Director
  Tom Wood Porsche
  *****************************************************************************
  ***************************: ************
  Email: **************************
  
  

  Customer response

  03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  In the defect report, Porsche stated it does not expect the horizontal adjustment will be misused by the customers. However, it is possible that someone could inadvertently adjust the lower beam horizontal adjustment mechanism to an improper setting. Porsche further indicated that improper horizontal aim can create glare to other motorists or reduce operators visibility. This could increase the risk of a crash.

  My lights were improperly out of adjustment, not my doing. When I asked if they would be adjusting them back to proper alignment the dealer said no and I should go somewhere else since I was not happy with their service. *** was the person I spoke to on the phone.
  

  Adjustments were part of the recall and I was getting a error message due to the mis adjustment of the light. They wanted to charge me $250 to troubleshoot the issue and I declined as specifically stated in the recall report it was a issue and should be adjusted by the dealer at the time of the recall. This is only one of many issues I have had with the dealer saying things not correct and promising a loaner car while they had the car only to find they didn't have one and a hour estimate was then said to be a 3 day fix. Rescheduled multiple times to have a loaner only to find they didn't have one for me as pre arranged. I love a hour away and they waisted my time by promising and scheduling a loaner only to be told they didn't have one
  

   All they did was insert the caps and leave thr lights out of adjustment. I called another porsche dealer and asked they said it should be adjusted ***************** per the recall if it was out of alignment. *** dismissed my concern and ended the call with go somewhere else since I was dissatisfied. 
  

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

  
  

  Business response

  03/23/2023

  We performed the factory recall for ****************** but have not officially claimed it yet with Porsche. Therefore, the Porsche dealership (near his home that hes communicating with) can take it from here. We feel this makes the most sense for this client.

  Customer response

  03/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

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