Problem with Rusnak Porsche
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Joined: Mar 2006
Posts: 10
From: San Marino
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Good ole Rusnak is up to their tricks again. 
I live in San Marino which is only 10min away Rusnak Pasadena and 3 1/2 years ago when I brought my Boxster in for a 4 wheel alignment I asked them to also check my convertible top because it seemed slightly crooked. They checked the top, made some adjustment and charged me ~$125 when I picked it up!!! I complained because my car was under warranty but I finally gave in as my Service Advisor stated that minor top adjustments were not covered. I was very naive at the time because I wasn't familiar with Porsche Service policies on convertible tops...regardless 3 Porsches later, I've serviced everyone of them elsewhere.
I live in San Marino which is only 10min away Rusnak Pasadena and 3 1/2 years ago when I brought my Boxster in for a 4 wheel alignment I asked them to also check my convertible top because it seemed slightly crooked. They checked the top, made some adjustment and charged me ~$125 when I picked it up!!! I complained because my car was under warranty but I finally gave in as my Service Advisor stated that minor top adjustments were not covered. I was very naive at the time because I wasn't familiar with Porsche Service policies on convertible tops...regardless 3 Porsches later, I've serviced everyone of them elsewhere.
Last edited by turbokuo; Feb 8, 2008 at 12:56 AM.
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Joined: Jul 2003
Posts: 576
From: California
Rep Power: 46
I'm going to have to differ with several of you here (in particular you, Cattman, and your 5th grade approach of name calling). Here's the way I see it:
1 - Owner has incident involving damage to car at some point during a service engagement with Rusnak (no admittance to fault, but we'll assign blame to the dealer without the aforementioned inspection)
2 - Service dept (as a whole) mis-manages reporting the damage to management and to owner
3 - Owner complains to internet forum and provokes bad AND good stories of Rusnak service
4 - After some length of time, Rusnak representative (Service Mgr) replies to forum and restates offer to split cost of repairs (type/quality of repair in question)
5 - After another length of time, Service Mgr returns to forum and states that dealer has taken wrong approach and wishes to make things right. Rusnak offers to cover full repair cost and to do whatever necessary to make damage like new
Now, at this point all you for/against cheerleaders should pipe down and let 3BE and Rusnak talk. Until they resolve the situation (good or bad), any further discussion (about this incident) is relatively pointless.
All of you who have had problems with Rusnak in the past, step up now and give them a chance to resolve them. If not, STFU.
All of you who are decrying the dealership without any particular experience with them, STFU.
Rusnak has decided to "cowboy up" and is putting their reputation on the line with this public invitation to investigate and resolve all outstanding issues. If they fail to do so (I mean they act in bad faith, not they can't get your non-warranty issues covered), burn them at the stake. If they do, they have done what every business has the right to do (and should) - investigate problems and resolve them by doing the "right thing".
Anyone who continues to berate and belittle them without giving them the chance, STFU. Get off your soapbox and turn off your personal "look at me!" spotlight. We don't care about your opinion until this resolves one way or another.
To Rick - I hope you're up to the task. Its sink or swim now, but you get an A+ in people management with the last response.
1 - Owner has incident involving damage to car at some point during a service engagement with Rusnak (no admittance to fault, but we'll assign blame to the dealer without the aforementioned inspection)
2 - Service dept (as a whole) mis-manages reporting the damage to management and to owner
3 - Owner complains to internet forum and provokes bad AND good stories of Rusnak service
4 - After some length of time, Rusnak representative (Service Mgr) replies to forum and restates offer to split cost of repairs (type/quality of repair in question)
5 - After another length of time, Service Mgr returns to forum and states that dealer has taken wrong approach and wishes to make things right. Rusnak offers to cover full repair cost and to do whatever necessary to make damage like new
Now, at this point all you for/against cheerleaders should pipe down and let 3BE and Rusnak talk. Until they resolve the situation (good or bad), any further discussion (about this incident) is relatively pointless.
All of you who have had problems with Rusnak in the past, step up now and give them a chance to resolve them. If not, STFU.
All of you who are decrying the dealership without any particular experience with them, STFU.
Rusnak has decided to "cowboy up" and is putting their reputation on the line with this public invitation to investigate and resolve all outstanding issues. If they fail to do so (I mean they act in bad faith, not they can't get your non-warranty issues covered), burn them at the stake. If they do, they have done what every business has the right to do (and should) - investigate problems and resolve them by doing the "right thing".
Anyone who continues to berate and belittle them without giving them the chance, STFU. Get off your soapbox and turn off your personal "look at me!" spotlight. We don't care about your opinion until this resolves one way or another.
To Rick - I hope you're up to the task. Its sink or swim now, but you get an A+ in people management with the last response.
Well said...thank-you for your response. You saved me a lot of hassle, because my blood was boiling. Why? I have been a Rusnak customer going on 13 years and in that period, have made quite a few friends, from porters, techs, managers to salespeople. Most, and I stress "most," are genuinely good, hard-working, honest people and for the "select" few, some who have NOT even stepped foot into Rusnak, to drag everyone down as being low-life scum pisses me off. Show some civility please. I regret what happened to 3BE, but please do NOT negatively generalize everyone at Rusnak, there are stellar people there and Rick is one of them, as well as the shop foreman. Rusnak has admitted fault and is trying to make amends. Let's see what happens.
With the advent of the Internet, it is all too easy to "slag" someone off and go with the bandwagon. For all of you business owners, think what would happen if "every" customer who has had a negative experience with you posted on the Internet and dragged your business down the mud? And please don't tell me you have a 100% satisfaction record with ZERO complaints whatsoever, not feasible with a successful business...we all make mistakes. Please keep that in mind and lay-off the harsh comments.
3BE, I definitely sympathize with you and have admired your patience and maturity in the majority of your posts. Rusnak is late in jumping the gun, I won't defend them on that, but they are definitely good people. Give Rick a chance. At least they are trying...maybe a tad late, but at least they are moving in your favor. Again, my offer stands. If you would like to escalate this to the VP that oversees the Pasadena franchise (Westlake is run by different management), I would be more than happy to talk to him, make him aware of this issue and have him contact you. He is a great man and has found time to listen to my comments, even the negative ones. All the best 3BE and Rick, you know me, white/blk GT3 RS. As a friend, I can tell you, time to step up. I have been around car boards since 96/97, the Internet is a tough crowd to please (I know you can't satisfy everyone), but members here and other people who have come across this thread will NOT be lenient on you or Rusnak if 3BE receives a less than satisfactory response. Good luck to everyone!
Cheers,
-Nick
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Joined: Jul 2003
Posts: 576
From: California
Rep Power: 46
Re-read his post...2 1/2 years. Rick might be late, but is trying. Let's see what happens.
Registered User
Joined: Jun 2005
Posts: 659
From: Dana Point, CA
Rep Power: 52
I'm going to have to differ with several of you here (in particular you, Cattman, and your 5th grade approach of name calling). Here's the way I see it:
1 - Owner has incident involving damage to car at some point during a service engagement with Rusnak (no admittance to fault, but we'll assign blame to the dealer without the aforementioned inspection)
2 - Service dept (as a whole) mis-manages reporting the damage to management and to owner
3 - Owner complains to internet forum and provokes bad AND good stories of Rusnak service
4 - After some length of time, Rusnak representative (Service Mgr) replies to forum and restates offer to split cost of repairs (type/quality of repair in question)
5 - After another length of time, Service Mgr returns to forum and states that dealer has taken wrong approach and wishes to make things right. Rusnak offers to cover full repair cost and to do whatever necessary to make damage like new
Now, at this point all you for/against cheerleaders should pipe down and let 3BE and Rusnak talk. Until they resolve the situation (good or bad), any further discussion (about this incident) is relatively pointless.
All of you who have had problems with Rusnak in the past, step up now and give them a chance to resolve them.
Rusnak has decided to "cowboy up" and is putting their reputation on the line with this public invitation to investigate and resolve all outstanding issues. If they fail to do so (I mean they act in bad faith, not they can't get your non-warranty issues covered), burn them at the stake. If they do, they have done what every business has the right to do (and should) - investigate problems and resolve them by doing the "right thing".
To Rick - I hope you're up to the task. Its sink or swim now, but you get an A+ in people management with the last response.
1 - Owner has incident involving damage to car at some point during a service engagement with Rusnak (no admittance to fault, but we'll assign blame to the dealer without the aforementioned inspection)
2 - Service dept (as a whole) mis-manages reporting the damage to management and to owner
3 - Owner complains to internet forum and provokes bad AND good stories of Rusnak service
4 - After some length of time, Rusnak representative (Service Mgr) replies to forum and restates offer to split cost of repairs (type/quality of repair in question)
5 - After another length of time, Service Mgr returns to forum and states that dealer has taken wrong approach and wishes to make things right. Rusnak offers to cover full repair cost and to do whatever necessary to make damage like new
Now, at this point all you for/against cheerleaders should pipe down and let 3BE and Rusnak talk. Until they resolve the situation (good or bad), any further discussion (about this incident) is relatively pointless.
All of you who have had problems with Rusnak in the past, step up now and give them a chance to resolve them.
Rusnak has decided to "cowboy up" and is putting their reputation on the line with this public invitation to investigate and resolve all outstanding issues. If they fail to do so (I mean they act in bad faith, not they can't get your non-warranty issues covered), burn them at the stake. If they do, they have done what every business has the right to do (and should) - investigate problems and resolve them by doing the "right thing".
To Rick - I hope you're up to the task. Its sink or swim now, but you get an A+ in people management with the last response.
Registered User
Joined: Jan 2006
Posts: 49
From: SoCal
Rep Power: 22
Good ole Rusnak is up to their tricks again.
I live in San Marino which is only 10min away Rusnak Pasadena and 3 1/2 years ago when I brought my Boxster in for a 4 wheel alignment I asked them to also check my convertible top because it seemed slightly crooked. They checked the top, made some adjustment and charged me ~$125 when I picked it up!!! I complained because my car was under warranty but I finally gave in as my Service Advisor stated that minor top adjustments were not covered. I was very naive at the time because I wasn't familiar with Porsche Service policies on convertible tops...regardless 3 Porsches later, I've serviced everyone of them elsewhere.
I live in San Marino which is only 10min away Rusnak Pasadena and 3 1/2 years ago when I brought my Boxster in for a 4 wheel alignment I asked them to also check my convertible top because it seemed slightly crooked. They checked the top, made some adjustment and charged me ~$125 when I picked it up!!! I complained because my car was under warranty but I finally gave in as my Service Advisor stated that minor top adjustments were not covered. I was very naive at the time because I wasn't familiar with Porsche Service policies on convertible tops...regardless 3 Porsches later, I've serviced everyone of them elsewhere.
Registered User
Joined: Nov 2007
Posts: 462
From: Dallas
Rep Power: 64
Rick,
I am glad you are finally doing the right thing.
FYI: I personally wrote to Mr. Umutyan, General Manager, and explained the poor handling of this and his response was that since they had proof Mr. B damaged his own vehicle their course of action was set. So the problem at issue actually starts at the top, at the General Managers office and his definition of customer service and doing the right thing.
Again I can’t over emphasize the PR damage that has been done in this particular case. It will cost Rusnak in reputation and ultimately customer business. Certainly not the end of the world, but hopefully you and Mr. Umutyan have learned a valuable lesson here and with procedural changes in place with take a different path next time. Better late than never, but this should have been handled differently for the very beginning.
Good luck.
I am glad you are finally doing the right thing.
FYI: I personally wrote to Mr. Umutyan, General Manager, and explained the poor handling of this and his response was that since they had proof Mr. B damaged his own vehicle their course of action was set. So the problem at issue actually starts at the top, at the General Managers office and his definition of customer service and doing the right thing.
Again I can’t over emphasize the PR damage that has been done in this particular case. It will cost Rusnak in reputation and ultimately customer business. Certainly not the end of the world, but hopefully you and Mr. Umutyan have learned a valuable lesson here and with procedural changes in place with take a different path next time. Better late than never, but this should have been handled differently for the very beginning.
Good luck.
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Joined: Jan 2007
Posts: 1,953
From: ATL
Rep Power: 201
Gravdgr: Your message to me was taken to heart, and you're right, I should calm down against Rusnak, so I edited my post to more fairly represent my feelings. However, your point would have been more effective had you yourself avoided the "5th grade" behavior by skipping the part about telling me and others to STFU, 4 times.
That aside, I am glad that this is finally getting resolved, although I remain skeptical of Rusnak's motives. And there seem to be a large # of fellows 6speeders who not only agree that it's fishy, but have has similar horror stories. While not all rumors are true, I do believe that where there is smoke there's fire. And that it took Rusnak this long, and this much negative press to get around to making things right remains potentially indicative of issues there.
And of course, anonymously it's easy to say what you want online- as I doubt if you met me you'd tell me to STFU to my face.
But there's a positive side of this for Rusnak as well as all dealerships, and it's a lesson that can be taken from Dell Computers:
Dell started a dept of customer service reps reading various computer sites and blogs, and where there was negative attention paid to Dell, they had a policy to immediately and publicly reach out to said complainant, and correct whatever their problem was. They turned lemons into lemonade.
Perhaps this was a valuable, although costly lesson for Rusnak. But if they and others learn to hear the power of the consumers voice, as amplified by such humble means as the internet, then that's a good thing- a really good thing.
That aside, I am glad that this is finally getting resolved, although I remain skeptical of Rusnak's motives. And there seem to be a large # of fellows 6speeders who not only agree that it's fishy, but have has similar horror stories. While not all rumors are true, I do believe that where there is smoke there's fire. And that it took Rusnak this long, and this much negative press to get around to making things right remains potentially indicative of issues there.
And of course, anonymously it's easy to say what you want online- as I doubt if you met me you'd tell me to STFU to my face.
But there's a positive side of this for Rusnak as well as all dealerships, and it's a lesson that can be taken from Dell Computers:
Dell started a dept of customer service reps reading various computer sites and blogs, and where there was negative attention paid to Dell, they had a policy to immediately and publicly reach out to said complainant, and correct whatever their problem was. They turned lemons into lemonade.
Perhaps this was a valuable, although costly lesson for Rusnak. But if they and others learn to hear the power of the consumers voice, as amplified by such humble means as the internet, then that's a good thing- a really good thing.
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Joined: Apr 2007
Posts: 480
From: OC, CA
Rep Power: 0
By and large it's a decent (fair and honest) industry. But the old adage about one rotten apple spoiling the lot holds true. People here clearly indicate that RUSNAK is a rotten apple.
All the good apples (I do business with an awesome Porsche dealership) should want RUSNAK kicked out of the Porsche business as they hurt the reputation of the parent brand.
All the good apples (I do business with an awesome Porsche dealership) should want RUSNAK kicked out of the Porsche business as they hurt the reputation of the parent brand.
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Joined: Oct 2007
Posts: 115
From: Orange County, CA
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https://www.6speedonline.com/forums/...7s+F430&page=4
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Joined: Oct 2004
Posts: 1,267
From: SoCal
Rep Power: 78
Rusnak Pasadena:
When I brought my 02 Turbo X50 in for repair to Rusnak Pasadena I was told that it needed a new engine. The car was under factory warranty. They claimed abuse because I had a RUF exhaust on the car. The intermediate shaft needed replacement. They refused warranty, claimed abuse and I was given a quote for $40,000.00 for repairs!
Took the car the next day to the Autogallery in Woodland Hills. Service manager called and stated the obvious, car needed a new engine. The engine was ordered repairs were approved UNDER WARRANTY I had the car back in 10 days.
Rusnak Pasadena are a bunch of idiots, thieves, crooks and liars. The previous service manager with the English accent is a complete ******, and this includes the 2 service writers Mike and the guy with the bad hair. I have never seen anything like it in the industry. They ARE the reason I will never own another Porsche product, btw I'm on my 4th.
To the new service manager quit spouting bull**** about what you think of your service department. IT SUCKS. There are plenty more horror stories about your service department. If you would like to talk in more detail on the phone regarding the situation PM and I will send you my phone #.
Bottom line is I strongly suggest AVOIDANCE OF RUSNAK PASADENA under any and all circumstances.
3BE I hope you get what they owe you and take this as a lesson learned, there are a lot of good Porsche dealers out there. As another poster said a bad apple can ruin the bunch.
When I brought my 02 Turbo X50 in for repair to Rusnak Pasadena I was told that it needed a new engine. The car was under factory warranty. They claimed abuse because I had a RUF exhaust on the car. The intermediate shaft needed replacement. They refused warranty, claimed abuse and I was given a quote for $40,000.00 for repairs!
Took the car the next day to the Autogallery in Woodland Hills. Service manager called and stated the obvious, car needed a new engine. The engine was ordered repairs were approved UNDER WARRANTY I had the car back in 10 days.
Rusnak Pasadena are a bunch of idiots, thieves, crooks and liars. The previous service manager with the English accent is a complete ******, and this includes the 2 service writers Mike and the guy with the bad hair. I have never seen anything like it in the industry. They ARE the reason I will never own another Porsche product, btw I'm on my 4th.
To the new service manager quit spouting bull**** about what you think of your service department. IT SUCKS. There are plenty more horror stories about your service department. If you would like to talk in more detail on the phone regarding the situation PM and I will send you my phone #.
Bottom line is I strongly suggest AVOIDANCE OF RUSNAK PASADENA under any and all circumstances.
3BE I hope you get what they owe you and take this as a lesson learned, there are a lot of good Porsche dealers out there. As another poster said a bad apple can ruin the bunch.
Last edited by paneraiwatches; Feb 8, 2008 at 05:28 PM.
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Joined: Oct 2007
Posts: 115
From: Orange County, CA
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Mass i didnt even realize the extent that your verbal aggression goes. Man in each one of these threads you get into some verbal conflict and throw your little 4 year old niece line. I love the fact you live in So. Cal i cant wait to see you at CC, I wonder if you'll be as rude in person. Do you just come on this site to get aggression out? Buy a dog and kick him!! I hate reading your ignorant post and just thought you should contribute in a more positive way
https://www.6speedonline.com/forums/...19#post1347419
https://www.6speedonline.com/forums/...99#post1401699
https://www.6speedonline.com/forums/...64#post1208664 post #83 i guess im not the only one
https://www.6speedonline.com/forums/...97#post1118397
https://www.6speedonline.com/forums/...84#post1112884
https://www.6speedonline.com/forums/...19#post1347419
https://www.6speedonline.com/forums/...99#post1401699
https://www.6speedonline.com/forums/...64#post1208664 post #83 i guess im not the only one
https://www.6speedonline.com/forums/...97#post1118397
https://www.6speedonline.com/forums/...84#post1112884
Last edited by 997SFighter; Feb 8, 2008 at 06:22 PM.
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Joined: Dec 2003
Posts: 523
From: Simi Valley, CA
Rep Power: 44
I have been a customer of Rusnak Westlake for all three of my Porsche's. Always had good customer experiences and they have always been willing to answer questions and be accomodating. In addition, they have been big supporters of the local PCA region. Just thought that I would throw this in....
Registered User
Joined: Oct 2007
Posts: 115
From: Orange County, CA
Rep Power: 0
Mass i didnt even realize the extent that your verbal aggression goes. Man in each one of these threads you get into some verbal conflict and throw your little 4 year old niece line. I love the fact you live in So. Cal i cant wait to see you at CC, I wonder if you'll be as rude in person. Do you just come on this site to get aggression out? Buy a dog and kick him!! I hate reading your ignorant post and just thought you should contribute in a more positive way
https://www.6speedonline.com/forums/...19#post1347419
https://www.6speedonline.com/forums/...99#post1401699
https://www.6speedonline.com/forums/...64#post1208664 post #83 i guess im not the only one
https://www.6speedonline.com/forums/...97#post1118397
https://www.6speedonline.com/forums/...84#post1112884
https://www.6speedonline.com/forums/...19#post1347419
https://www.6speedonline.com/forums/...99#post1401699
https://www.6speedonline.com/forums/...64#post1208664 post #83 i guess im not the only one
https://www.6speedonline.com/forums/...97#post1118397
https://www.6speedonline.com/forums/...84#post1112884
Registered User
Joined: Apr 2006
Posts: 728
From: Alpharetta, GA
Rep Power: 81
Gravdgr: Your message to me was taken to heart, and you're right, I should calm down against Rusnak, so I edited my post to more fairly represent my feelings. However, your point would have been more effective had you yourself avoided the "5th grade" behavior by skipping the part about telling me and others to STFU, 4 times.
The other STFU's were directed a people who ***** endlessly but don't do anything about it (because they'd no longer have a topic to ***** about). Sorry if you mis-perceived my target.
Rather than spend 2 hrs posting like you did (since I have a job), let me just say #1-6 Wrong. You talk like my 4 yr old niece; all emotion, no rationale. There is only ONE reason why the dealer fixed this problem. It's because 34342324432243432 people *****ed for several days. If this didn't occur and the manager didn't see the forum, the response would be GFY.
Sorry, I just had to get one more in there - thanks for the setup! Seriously, I don't post that much (I'm not one for small talk), but when I do you get the 100% unedited opinion. Anyone may obviously feel free to tell me to STFU too - I don't mind.
