Problem with Rusnak Porsche
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Registered User
Joined: Nov 2007
Posts: 136
From: Los Angeles
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There's always two sides to the story...as witnessed here, a discussion between 3BE and Evosport. https://www.6speedonline.com/forums/...1&postcount=39
Registered User
Joined: Jun 2005
Posts: 205
Rep Power: 29
I have had my Porsches serviced at Rusnak Pasadena since 1995 and have never had any issues with service. I believe they know I am a bit on the fussy side and maybe take extra care. I have always dealt with Mike in service and Ken as my mechanic.
My only gripe with them is they are consistantly about 10% higher than Auto Gallery and maybe not quite as accomodative with while you wait appointments for 1 - 2 hour labor jobs.
My last oil service was done at Auto Gallery with an appt. and I was able to wait. I am also having an alignment done at Auto Gallery this Thursday with an appt. on a wait basis. I do not live in the immediate area of either dealer and while you wait appt.'s very helpful for me.
My only gripe with them is they are consistantly about 10% higher than Auto Gallery and maybe not quite as accomodative with while you wait appointments for 1 - 2 hour labor jobs.
My last oil service was done at Auto Gallery with an appt. and I was able to wait. I am also having an alignment done at Auto Gallery this Thursday with an appt. on a wait basis. I do not live in the immediate area of either dealer and while you wait appt.'s very helpful for me.
Registered User
Joined: Dec 2003
Posts: 106
From: Los Angeles. CA USA
Rep Power: 27
I have had my Porsches serviced at Rusnak Pasadena since 1995 and have never had any issues with service. I believe they know I am a bit on the fussy side and maybe take extra care. I have always dealt with Mike in service and Ken as my mechanic.
My only gripe with them is they are consistantly about 10% higher than Auto Gallery and maybe not quite as accomodative with while you wait appointments for 1 - 2 hour labor jobs.
My last oil service was done at Auto Gallery with an appt. and I was able to wait. I am also having an alignment done at Auto Gallery this Thursday with an appt. on a wait basis. I do not live in the immediate area of either dealer and while you wait appt.'s very helpful for me.
My only gripe with them is they are consistantly about 10% higher than Auto Gallery and maybe not quite as accomodative with while you wait appointments for 1 - 2 hour labor jobs.
My last oil service was done at Auto Gallery with an appt. and I was able to wait. I am also having an alignment done at Auto Gallery this Thursday with an appt. on a wait basis. I do not live in the immediate area of either dealer and while you wait appt.'s very helpful for me.
Registered User
Joined: Feb 2008
Posts: 2
From: Valencia California
Rep Power: 0
Rusnak; Honesty, Integrity, Taking care of our Customers.
Hello to our valued Customers and fellow Porsche Enthusiasts,
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, riding in the passenger side of the vehicle, became nervous, as he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb. Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, riding in the passenger side of the vehicle, became nervous, as he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb. Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
Last edited by Auto Director; Feb 6, 2008 at 02:31 PM.
Registered User
Joined: Nov 2004
Posts: 381
From: chicago
Rep Power: 0
This thread shows that many porsche owners felt "abused " by the dealer who made a handsome profit but too soon forget that when the car comes in for service.
I would like to know if the gentleman who started this thread "accepted" the dealers' compromise.
I would like to know if the gentleman who started this thread "accepted" the dealers' compromise.
Registered User
Joined: Nov 2005
Posts: 301
From: LA
Rep Power: 33
Hello to our valued Customers and fellow Porsche Enthusiasts,
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, riding in the passenger side of the vehicle, became nervous, as he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb. Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, riding in the passenger side of the vehicle, became nervous, as he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb. Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
I am sorry Rick, but I have to strongly disagree with you. "Mr.B" and his family are dear, close friends of mine and I have seen the damage on their 997 personally. There are a few things that concern me as a consumer and should concern the rest of the people on this forum, as well everyone else in SoCal, so they can see what to expect when shopping for cars and dealers.
The first thing(s) that really concerns me is that since your foreman was in the car and I am pretty sure he is an alert and aware individual, he would feel something when "he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb." If he saw the curb coming up "fast" and "expected the front end to crash", wouldn't he atleast FEEL something when it did "crash"? And afterwards atleast say something about it or even get out the car to check it? HMMM. After seeing the damage to the bumper, you would have to be asleep or in a different state of mind not to feel damage of that caliber, especially in that instance as your establishment so claims.
Second concern that I have is that upon inspection of this fairly NEW 997, your foreman and technician both observed the damage but thought for some reason that it would be ok not to inform the owner of the damages.
It is these types of incidents and stories I continue to hear that make me sad and mad, to see people spend money to enjoy high-end vehicles and expect high-end customer service, but they really end up with high blood pressure and unecessary headaches. And also makes me wonder the type of people you have working there.
Last edited by ///996TTM3; Feb 6, 2008 at 08:24 PM.
Registered User
Joined: Sep 2004
Posts: 2,956
From: SoCal
Rep Power: 143
there are always 3 sides to a story which include both parties and the truth!
i hope both parties here find a happy medium and move on. however, i do find it strange for the foreman who was in the car to have not look for potential damage after the test drive. anyone would have done that knowing the dealer is about to take the car in for service. second, when the foreman reviewed the finding with the mechanic and noted the damage, how would he have not made the connection since the test drive was no more than 30 min ago. lastly, the OP stated that he only found out about the damage when he came to pick up the car and there was already an estimate for the damage. why would you guys have request for a damage that you though was old and customer was aware.
i hope both parties here find a happy medium and move on. however, i do find it strange for the foreman who was in the car to have not look for potential damage after the test drive. anyone would have done that knowing the dealer is about to take the car in for service. second, when the foreman reviewed the finding with the mechanic and noted the damage, how would he have not made the connection since the test drive was no more than 30 min ago. lastly, the OP stated that he only found out about the damage when he came to pick up the car and there was already an estimate for the damage. why would you guys have request for a damage that you though was old and customer was aware.
Hello to our valued Customers and fellow Porsche Enthusiasts,
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, riding in the passenger side of the vehicle, became nervous, as he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb. Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, riding in the passenger side of the vehicle, became nervous, as he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb. Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
Registered User
Joined: Apr 2007
Posts: 1,352
From: long island
Rep Power: 87
My 2 cents: anyone who has scraped, let alone broken, a front spoiler knows what it sounds like. Scares the **** out of you. Worse than fingernails on a chalkboard. Dealer's scenario is bogus and just makes things worse imo. Caveat Emptor
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Registered User
Joined: Nov 2007
Posts: 136
From: Los Angeles
Rep Power: 24
there are always 3 sides to a story which include both parties and the truth!
i hope both parties here find a happy medium and move on. however, i do find it strange for the foreman who was in the car to have not look for potential damage after the test drive. anyone would have done that knowing the dealer is about to take the car in for service. second, when the foreman reviewed the finding with the mechanic and noted the damage, how would he have not made the connection since the test drive was no more than 30 min ago. lastly, the OP stated that he only found out about the damage when he came to pick up the car and there was already an estimate for the damage. why would you guys have request for a damage that you though was old and customer was aware.
i hope both parties here find a happy medium and move on. however, i do find it strange for the foreman who was in the car to have not look for potential damage after the test drive. anyone would have done that knowing the dealer is about to take the car in for service. second, when the foreman reviewed the finding with the mechanic and noted the damage, how would he have not made the connection since the test drive was no more than 30 min ago. lastly, the OP stated that he only found out about the damage when he came to pick up the car and there was already an estimate for the damage. why would you guys have request for a damage that you though was old and customer was aware.
Registered User
Joined: Oct 2007
Posts: 109
From: O.C. CA
Rep Power: 23
Hello to our valued Customers and fellow Porsche Enthusiasts,
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, . Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, . Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
Whats to say one of your employees during moving the vehicle ran it into a RED curb? Why wouldnt the foreman check for damages when he exited the car? If i was nervous that a customer almost hit the curb, i would check to see if there was any damage. Newport Porsche always checks my car for damage when i bring it in, and am often asked if i know of any major hidden damage. Rick i am sure you believe what was stated in your comments, but i think the truth was hidden from you by other employees. How could the foreman not hear a scrape that big? werent the windows down & music off trying to focus on a weird sound. Ill never buy from Rusnak or take my car there for service.
Thread Starter
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Registered User
Joined: Nov 2007
Posts: 136
From: Los Angeles
Rep Power: 24
Thank you. That's exactly what I told them, and their response was "No Porsche bumpers are made of ABS plastic and its possible that both parties did not feel or hear anything". Keeping in mind that I'm driving a convertible, and in a convertible you can hear EVERYTHING happening with the car. In addition, it wasn’t just a scratch. The bumper had gone about 5 inches back into the front side radiator, and the area of the damage is about 8 inches by 8 inches. That’s no joke
Thread Starter
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Registered User
Joined: Nov 2007
Posts: 136
From: Los Angeles
Rep Power: 24
Hello to our valued Customers and fellow Porsche Enthusiasts,
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, riding in the passenger side of the vehicle, became nervous, as he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb. Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
Please allow me to begin this posting with, "There are always two sides to a story!"
I am the Service Director at Rusnak/Pasadena.I know, first hand, the truth and all details pertaining to this unfortunate incident that occurred to Mr. B's 997. First of all, I do think that Mr. B truly believes what he has stated in his comments. With that said, however, Mr. B should be able to put his feelings aside and really look at the evidence that we provided to him with an open mind. We presented information to Mr. B that to most, would make 100% perfect sense. But, because Mr. B claims he did not physically feel the impact from the collision, he believes it did not occur when he took the vehicle for a test drive with our shop foreman. While I do respect what Mr. B has to say and understand his point of view, the facts speak for themselves. Following is our account of what occurred the day Mr. B brought his 997 in to be serviced.
Mr. B arrived at our service center and described a noise from under the car that occurred while driving and turning. It was suggested that Mr. B accompany our Shop Foreman on a road test so that he could listen to the noise to which Mr. B was referring. During the road test, Mr. B made many turns in and out of driveways to simulate the noise. At one point, Mr. B attempted a three point turn on a main street and, unfortunately, didn't make it. The front end of the car continued toward a very high curb .Our Shop Foreman, riding in the passenger side of the vehicle, became nervous, as he saw the high curb coming up fast, and absolutely expected that the front end would crash into the curb. Instead, our shop foreman stated that the car seemed to just barely make it over the top of the high curb, as Mr. B had semi-aggressively applied the brakes to stop, back up, and continued the opposite way down the street.
As Mr. B and our shop foreman arrived back at our service center, the vehicle was left on the driveway and both our shop foreman , as well as Mr. B , walked into the service advisor write-up area . Mr. B's vehicle concerns were then written up on a repair order. Next, approximately 10 minutes later, a technician became available to work on Mr. B's vehicle and the car was pulled directly into the technician bay area. It was then put on a lift to be inspected for anything obvious that could cause the noise described and simulated with our Shop Foreman. It wasn't long before the technician requested our Shop Foreman to explain what he had experienced during the test drive. At this time, both the technician and shop foreman observed the damage to the under-side of the bumper skin, but didn't realize that this damage was unknown to the customer . So, they went on with their discussion and did not mention the damage to the Service Advisor. (Perfectly understandable, however, no longer accepted as policy - we live and learn!)
After speaking with the Customer and finding out that he was unaware of the damage, I sent the shop foreman back to the scene, where he felt that Mr. B was going to crash the front of his car into the high curb. To our surprise (not!) there were black scrape marks on the red curb and there were red scrape marks on the under-side of his vehicle's front bumper (which is black). Both surfaces matched exactly, in terms of width and shape, of the front of Mr. B's 997.
While we truly wish to go beyond our customers needs and expectations, we can not take responsibility for something in which we had no part . However, with that said, we , at Rusnak/Pasadena, made an offer to Mr. B , as a Goodwill decision in order to keep a good Customer , to split the cost of repairs ! The offer was made and accepted by Mr. B prior to this blog coming into existence.
Our word is our bond.We will still honor the goodwill decision.
Thank you very much!
Rick Baker
Service Director
Rusnak/Pasadena
Porsche 626-229-2852
In addition why was my car not inspected before handing it over to you, and why did it take two days for me to hear from my service adviser after I called him to be told that my car was hit, when apparently the Forman saw the damage 10 minutes after I dropped the car off?
My side of the story is clearly illustrated in my other post and I am not going to waste any more energy to repeat myself. However, I do want to say one more thing. You called me last Friday and said that Rusnak would pay $500, which is half of the repair cost for the estimate at YOUR body shop guy. The estimate was for $1,000. I told you that I would call you back because I was very busy. The reason I told you that was because I had to go get my own estimates and guess what happened? I went and got two estimates from two different reputable shops and was told by both that if this bumper was repaired, their would be a high chance of chipping and cracking because of the amount of damage the bumper had sustained (Thanks to someone over at Rusnak that hit my car). They said that I would have to get a new bumper and that along with paint, and install came out to exactly $1,558.07 (And that’s the cheaper one of the two). I can’t do a half *** job, and then when its time for me to return the car to the bank, have to pay once again to repair the bumper. This is not something I want to deal with, especially after dealing with this issue. Had you or your organization cared about what your customers had to experience, and about taking care of your customers you would of worked much closely with my in this situation. $500, out of $1,558.07 doesn’t seem fair for something I didn’t commit. So for your title to say “Rusnak; Honesty, Integrity, Taking care of our Customers.” Is very out of place.
Registered User
Joined: Nov 2005
Posts: 301
From: LA
Rep Power: 33
Rick,
Whats to say one of your employees during moving the vehicle ran it into a RED curb? Why wouldnt the foreman check for damages when he exited the car? If i was nervous that a customer almost hit the curb, i would check to see if there was any damage. Newport Porsche always checks my car for damage when i bring it in, and am often asked if i know of any major hidden damage. Rick i am sure you believe what was stated in your comments, but i think the truth was hidden from you by other employees. How could the foreman not hear a scrape that big? werent the windows down & music off trying to focus on a weird sound. Ill never buy from Rusnak or take my car there for service.
Whats to say one of your employees during moving the vehicle ran it into a RED curb? Why wouldnt the foreman check for damages when he exited the car? If i was nervous that a customer almost hit the curb, i would check to see if there was any damage. Newport Porsche always checks my car for damage when i bring it in, and am often asked if i know of any major hidden damage. Rick i am sure you believe what was stated in your comments, but i think the truth was hidden from you by other employees. How could the foreman not hear a scrape that big? werent the windows down & music off trying to focus on a weird sound. Ill never buy from Rusnak or take my car there for service.
there are always 3 sides to a story which include both parties and the truth!
i hope both parties here find a happy medium and move on. however, i do find it strange for the foreman who was in the car to have not look for potential damage after the test drive. anyone would have done that knowing the dealer is about to take the car in for service. second, when the foreman reviewed the finding with the mechanic and noted the damage, how would he have not made the connection since the test drive was no more than 30 min ago. lastly, the OP stated that he only found out about the damage when he came to pick up the car and there was already an estimate for the damage. why would you guys have request for a damage that you though was old and customer was aware.
i hope both parties here find a happy medium and move on. however, i do find it strange for the foreman who was in the car to have not look for potential damage after the test drive. anyone would have done that knowing the dealer is about to take the car in for service. second, when the foreman reviewed the finding with the mechanic and noted the damage, how would he have not made the connection since the test drive was no more than 30 min ago. lastly, the OP stated that he only found out about the damage when he came to pick up the car and there was already an estimate for the damage. why would you guys have request for a damage that you though was old and customer was aware.
See Rick, I am not the only one who sees the flaws in your story. What's right is right, and clearly anyone who can read your paragraph can see what has really happened. After seeing and experiencing this first-hand, it is sickening to see what lengths the very same people who are supposed to "take care of the customer" are going, to put the blame on the people who keep them in business.
Just a shame to see such behavior from an institution such as Rusnak, one would never expect it.
Registered User
Joined: Jul 2006
Posts: 840
From: SoCal
Rep Power: 53
Ive had to deal with Rusnaks horrible service also. they find every possible way to convince their customers that they are not at fault with anything. They accused me of over revving my car at 1600 miles! I know for a fact that I have never over revved any of my cars,. espeically at 1600 miles. Just the way they deal wit things are very unprofesional And ofcorse they deny my warranty., I can confidently say that i can drive better then 95 percent of their young oily skinned grease ball service guysn techs.
I even talked to some of the service guys n techs and they even flat out told m what goes on in the back. Basically he told me they have fun back there. I even talked to one of the guys at a party i randomly saw. All I can say is that they have easily loss some major sales from me and my close friends.
I even talked to some of the service guys n techs and they even flat out told m what goes on in the back. Basically he told me they have fun back there. I even talked to one of the guys at a party i randomly saw. All I can say is that they have easily loss some major sales from me and my close friends.
Registered User
Joined: Nov 2007
Posts: 462
From: Dallas
Rep Power: 64
One thing for sure is the negative publicity of all this will certainly cost Rusnak Porsche a hell of a lot more than the $1500 to simply fix the bumper correctly. No doubt, very poor business leadership to allow it to even go public like this. One thing for sure I will steer clear of Rusnak as I suspect many others will.
Rick, if I was in charge one of the first things I would do is fire you.
Not very smart.
Rick, if I was in charge one of the first things I would do is fire you.
Not very smart.
Last edited by WaltB; Feb 6, 2008 at 09:07 PM.