Problem with Rusnak Porsche
Registered User
Joined: Jan 2008
Posts: 148
From: South Florida
Rep Power: 24
If Rusnak took care of this a long time ago they would have been heros on this thread/forum, and they would be gaining customer service and sales. it would have been the best 1500 bucks ever spent.,
Registered User
Joined: Jan 2008
Posts: 338
From: So Cal
Rep Power: 39
Rick,
Sorry, your story does not add up. Everytime I have had one of my cars serviced, the dealer has always taken a damage report. Your foreman did not follow the correct procedure and should be held accountable. I will never take my car or let anyone else I know give your dealer business.
Sorry, your story does not add up. Everytime I have had one of my cars serviced, the dealer has always taken a damage report. Your foreman did not follow the correct procedure and should be held accountable. I will never take my car or let anyone else I know give your dealer business.
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: Jun 2006
Posts: 1,898
From: LA
Rep Power: 95
BOYS AND GIRLS listen to me please..
I use to own a TURBO S cab.. I never had any problems with the car till i took it to Rusnak.. To be honest with you let me explain FUTHER..
I bought the car at beverly hills.. had it there a few times after purchasing the car BRAND NEW.. no major problems.. 15k mile service came.. to be honest i heard Rusnak Westlake was the place to go.. I took the car there.. On the way HOME.. the car broke down.. literally the fuel pump went out while on the freeway.. Had the car towed back to them.. While there they put a gash into the front bumper.. When i came to pick up the car i was like WTF.. they did fix it however... But it gets worse.
Took the car to a friends house.. parked it outside for say an hour or so.. turned the car went to make u-turn .. car dies again.. Again the fuel pump... This happened to me a few times. They replaced relays, pumps, and god knows what else..
I am like what ever fix my baby.. Finally they PISSED ME THE HELL OFF..
On a friday around 4:30pm i get a call from service to call them back they want to talk to me about my car.. its the usual call i figure "Sir we found the problem and you can pick it up on such and such date.." Well that wasnt the case.. I call monday morning to find out they want to put about 1k miles on my car to see if they can re-inact the problem.. I was like WTF.. i told them i would think about it and if they didnt hear from me i would pick the car up in the morning as it was ready. I came by their shop the next day to ask for my car.. They were like hold on.. I had to wait about 40 minutes or so as they Service manager (Mind you SHE has never been a mechanic in her life to my knowledge) was driving my car.. When i got my car they put well over 300 miles on her and she had driven it over the weekend with out my consent.. They looked at me and said they would make some of my payments. I was like what payments.. I cant go any futher than that.. but I will never have a car serviced at Rusnak again.
However though Richard the GM there is A GREAT GUY and I would definitely see him if i had to purchase another car...
I use to own a TURBO S cab.. I never had any problems with the car till i took it to Rusnak.. To be honest with you let me explain FUTHER..
I bought the car at beverly hills.. had it there a few times after purchasing the car BRAND NEW.. no major problems.. 15k mile service came.. to be honest i heard Rusnak Westlake was the place to go.. I took the car there.. On the way HOME.. the car broke down.. literally the fuel pump went out while on the freeway.. Had the car towed back to them.. While there they put a gash into the front bumper.. When i came to pick up the car i was like WTF.. they did fix it however... But it gets worse.
Took the car to a friends house.. parked it outside for say an hour or so.. turned the car went to make u-turn .. car dies again.. Again the fuel pump... This happened to me a few times. They replaced relays, pumps, and god knows what else..
I am like what ever fix my baby.. Finally they PISSED ME THE HELL OFF..
On a friday around 4:30pm i get a call from service to call them back they want to talk to me about my car.. its the usual call i figure "Sir we found the problem and you can pick it up on such and such date.." Well that wasnt the case.. I call monday morning to find out they want to put about 1k miles on my car to see if they can re-inact the problem.. I was like WTF.. i told them i would think about it and if they didnt hear from me i would pick the car up in the morning as it was ready. I came by their shop the next day to ask for my car.. They were like hold on.. I had to wait about 40 minutes or so as they Service manager (Mind you SHE has never been a mechanic in her life to my knowledge) was driving my car.. When i got my car they put well over 300 miles on her and she had driven it over the weekend with out my consent.. They looked at me and said they would make some of my payments. I was like what payments.. I cant go any futher than that.. but I will never have a car serviced at Rusnak again.
However though Richard the GM there is A GREAT GUY and I would definitely see him if i had to purchase another car...
Registered User
Joined: Oct 2007
Posts: 76
From: SoCal
Rep Power: 22
Ater reading this thread, I will NEVER do any business with Rusnak.
C'mon, the dealer has to have an insurance. Don't tell me they have never damaged a car.
Damage to one's reputation in the Service industry is more costly than the amounts in issue. If Rusnak had stepped up, they probably would have had a very loyal customer who would have referred much business. Now, they just have their name dragged through the mud. That is pennywise and pound foolish.
C'mon, the dealer has to have an insurance. Don't tell me they have never damaged a car.
Damage to one's reputation in the Service industry is more costly than the amounts in issue. If Rusnak had stepped up, they probably would have had a very loyal customer who would have referred much business. Now, they just have their name dragged through the mud. That is pennywise and pound foolish.
Registered User
Joined: Jun 2006
Posts: 1,898
From: LA
Rep Power: 95
i could give you stories on Rusnak.. seriously .. I went to buy not one.. but 2 BMWs.. and they thought i was BS them.. then i came back and went to buy a M5.. and well honestly like i said Richard is the only person i will ever talk to there.. but i dont know if i could really get myself to buy from them as honestly.. Everytime i have tried they jerked me around.. I feel Paul Rusnak should maybe get on a board or two and ask what people think of his company.. He might be shocked on how many sales he is losing.
Registered User
Joined: Nov 2007
Posts: 48
From: Los Angeles
Rep Power: 20
I am very angry to read a story like this. I was actually planning on going this weekend and picking up a carrera S cabriolet, but i can tell that this is not the dealership to work with. As for Mr. B, i am very sorry to hear about the issues you are having with rusnak, and i will make sure that i inform them this when i go look at the carrera i wanted to get from them. I will make sure beverly hills porsche swaps it from them so i do not have to deal with them. I always felt that Rusnak feels over confident about themselves and because of this, they are eventually going to loose a lot of business.
I remember when my brother in law went to buy a bentley from rusnak (next door to porsche) and they were discounting the car $200. It is sad when they play around with you like this. He ended up purchasing the flying spur from o'gar in beverly hills for $8800 under sticker. So screw rusnak, we do not need to such up to them in order to purchase a car, they need to treat us right.
As far as the guy above me, if im not mistaking, rusnak does not sell bmws. sorrry.........
I remember when my brother in law went to buy a bentley from rusnak (next door to porsche) and they were discounting the car $200. It is sad when they play around with you like this. He ended up purchasing the flying spur from o'gar in beverly hills for $8800 under sticker. So screw rusnak, we do not need to such up to them in order to purchase a car, they need to treat us right.
As far as the guy above me, if im not mistaking, rusnak does not sell bmws. sorrry.........
Registered User
Joined: Jan 2008
Posts: 470
From: Southern Cal.
Rep Power: 39
Just to add a bit of fire to to the flame & tell you what the dealers think of some of their customers... I have a friend who's been customizing Porsches since the late 80's (in Los Angeles). He's still doing it, & has told me that when he needs mechanical parts for the cars, he calls friends who work at the dealerships.
Now, you'd think; he's getting parts out the back door, right? Nope. The mechanics have their own inventories of perfectly good "used" mechanical parts that were taken off of customers cars. Ask yourself... how & why would mechanics have this "inventory" that they know is good? (& sellable). Here's why: when a customer comes in with a problem on their car, lots of times the mechanics are basically taking an educated guess at what the actual problem is. They do screw up & replace major parts many times, when the parts didn't need replacing. The customer gets billed for his misdiagnosis... the good part gets replace with a brand new part, & the mechanic takes the part home to be resold to friendly independent Porsche mechanics who buy that item for 25 cents on the dollar.
How many guys actually ask for the "bad" parts back? If you do, they may keep that part around for a day just in case you ask for it. Or, you may be given the "Whoops we thew that part away, we can go looking for it if you really need those parts... it may take a while though."
Anyway, my friend has told me he can get almost anything he needs.
Nice, huh? Think of that next time you go to pick up your car, & find out that they found a whole bunch more work that needed to be done to it to fix the "problem". As you leave & pay your bill, (because you have too to get your car back) the dealer is saying thanks for the extra 6 hours of labor you paid (for their mechanics misdiagnosis) and for buying $900 worth of parts you didn't need. And the mechanic is saying, "Thanks for the $200 bonus! (which he's going to sell this weekend.) My friend knows so much what goes on at the dealerships from hearing mechanics stories, that he calls the Dealerships "crooks". As in: "I gotta go pay the crooks for some body panels I ordered." ;o) Nice.
Now, you'd think; he's getting parts out the back door, right? Nope. The mechanics have their own inventories of perfectly good "used" mechanical parts that were taken off of customers cars. Ask yourself... how & why would mechanics have this "inventory" that they know is good? (& sellable). Here's why: when a customer comes in with a problem on their car, lots of times the mechanics are basically taking an educated guess at what the actual problem is. They do screw up & replace major parts many times, when the parts didn't need replacing. The customer gets billed for his misdiagnosis... the good part gets replace with a brand new part, & the mechanic takes the part home to be resold to friendly independent Porsche mechanics who buy that item for 25 cents on the dollar.
How many guys actually ask for the "bad" parts back? If you do, they may keep that part around for a day just in case you ask for it. Or, you may be given the "Whoops we thew that part away, we can go looking for it if you really need those parts... it may take a while though."
Anyway, my friend has told me he can get almost anything he needs.
Nice, huh? Think of that next time you go to pick up your car, & find out that they found a whole bunch more work that needed to be done to it to fix the "problem". As you leave & pay your bill, (because you have too to get your car back) the dealer is saying thanks for the extra 6 hours of labor you paid (for their mechanics misdiagnosis) and for buying $900 worth of parts you didn't need. And the mechanic is saying, "Thanks for the $200 bonus! (which he's going to sell this weekend.) My friend knows so much what goes on at the dealerships from hearing mechanics stories, that he calls the Dealerships "crooks". As in: "I gotta go pay the crooks for some body panels I ordered." ;o) Nice.
Registered User
Joined: Jan 2008
Posts: 470
From: Southern Cal.
Rep Power: 39
Oh oh... I got a Rusnak story too, to add to my quip up above!
I'v got a friend who wanted to bring his 996 to Rusnak (Westlake) to get a locked door opened (locksmiths wouln't try to open it for some reason, & he had a trailer he could easily take it to them with). We happened to be driving by the dealership & he asked me to pull in real quick so he could schedule it with them. He was greeted buy one of the "important" looking Rusnak employees with a "What-the-F-do-you-want" look. After a quick explanation that he needed his door opened, he was given the "your fu@*ing' wasting my time" attitude, so that will cost you $500... "now go away". We were'nt actually told to go away... but you know that attitude.
I just gave you a quote that was WAY higher than you were expecting... now get the hell outa here & quit wasting my valuable time. My friend (who's a very nice guy) couldnt believe his ears, and said, I just need my door opened, that's all. Isnt there a quick way a dealership can ope.... "IT"S $500, DO YOU WANT US TO OPEN IT? IF NOT I"M BUSY!. We both just turned without a word and left. What the heck is going through these employees minds? Why in the world would ANYBODY have this guy work on your car after being treated like that??? Are they so stupid that they think they can SHAME you into bringing your car in... 'cause your such a dumsh!t you locked yourself out? AND, on top of that you'll pay $500 for that privilege?
I'v got a friend who wanted to bring his 996 to Rusnak (Westlake) to get a locked door opened (locksmiths wouln't try to open it for some reason, & he had a trailer he could easily take it to them with). We happened to be driving by the dealership & he asked me to pull in real quick so he could schedule it with them. He was greeted buy one of the "important" looking Rusnak employees with a "What-the-F-do-you-want" look. After a quick explanation that he needed his door opened, he was given the "your fu@*ing' wasting my time" attitude, so that will cost you $500... "now go away". We were'nt actually told to go away... but you know that attitude.
I just gave you a quote that was WAY higher than you were expecting... now get the hell outa here & quit wasting my valuable time. My friend (who's a very nice guy) couldnt believe his ears, and said, I just need my door opened, that's all. Isnt there a quick way a dealership can ope.... "IT"S $500, DO YOU WANT US TO OPEN IT? IF NOT I"M BUSY!. We both just turned without a word and left. What the heck is going through these employees minds? Why in the world would ANYBODY have this guy work on your car after being treated like that??? Are they so stupid that they think they can SHAME you into bringing your car in... 'cause your such a dumsh!t you locked yourself out? AND, on top of that you'll pay $500 for that privilege?
Registered User
Joined: Jan 2006
Posts: 49
From: SoCal
Rep Power: 22
Registered User
Joined: Apr 2006
Posts: 728
From: Alpharetta, GA
Rep Power: 81
A lot of he said/she said going on here. No one outside 3BE and some folks at Rusnak will ever know the whole, unadulterated truth. Rick @ Rusknak's post looks very credible, but there are some very obvious discrepancies (I'll try to enumerate without all the emotion of the previous posters):
1 - Lack of car inspection at the time of transfer from owner to dealer
Sorry, Rusnak, but the minute you assume responsibility for the car you also assume responsibility for any damages to the car that you have not already identified and indicated to the owner.
2 - Shop foreman and technicial discover damage and do not report
If you discover previously-unknown damage to a customer vehicle, best practices say you should immediately halt all work and quarantine the car. You then immediately contact the owner with a full disclosure and have them join you to jointly observe the damage with the car in the state that you found it. This is your chance to negotiate liability and responsibility. If you ignored #1, you are pretty much on the hook, but may be able to talk your way out of it.
3 - Damage known but not reported to owner immediately
See #2 above.
So lets assume in most cases you do #1 and later discover damage. Doing #2 and #3 ensure your exemption from any liability stays in place. Not doing #2 and/or #3 creates the suspicion that you have some liability and will be seen as such in the eyes of the court (which is why you do it). Not doing #1, #2, OR #3 creates a large implication of guilt and sets you up to be liable 100%.
You got yourself on the hook by not doing #1, but you made matters worse (legally and the impression the public is getting) by not doing #2 or #3. I would suggest you and your staff hire a consultant to help you develop a policies and procedures guide that covers these areas and then train your staff as you don't seem to have this in place yet.
1 - Lack of car inspection at the time of transfer from owner to dealer
Sorry, Rusnak, but the minute you assume responsibility for the car you also assume responsibility for any damages to the car that you have not already identified and indicated to the owner.
2 - Shop foreman and technicial discover damage and do not report
If you discover previously-unknown damage to a customer vehicle, best practices say you should immediately halt all work and quarantine the car. You then immediately contact the owner with a full disclosure and have them join you to jointly observe the damage with the car in the state that you found it. This is your chance to negotiate liability and responsibility. If you ignored #1, you are pretty much on the hook, but may be able to talk your way out of it.
3 - Damage known but not reported to owner immediately
See #2 above.
So lets assume in most cases you do #1 and later discover damage. Doing #2 and #3 ensure your exemption from any liability stays in place. Not doing #2 and/or #3 creates the suspicion that you have some liability and will be seen as such in the eyes of the court (which is why you do it). Not doing #1, #2, OR #3 creates a large implication of guilt and sets you up to be liable 100%.
You got yourself on the hook by not doing #1, but you made matters worse (legally and the impression the public is getting) by not doing #2 or #3. I would suggest you and your staff hire a consultant to help you develop a policies and procedures guide that covers these areas and then train your staff as you don't seem to have this in place yet.
Registered User
Joined: Sep 2004
Posts: 2,956
From: SoCal
Rep Power: 143
great summary. reminded me of algebra!! a+b+c=d, but if a doesn't exit, then d is no longer the case. wait, that would be geometry!
A lot of he said/she said going on here. No one outside 3BE and some folks at Rusnak will ever know the whole, unadulterated truth. Rick @ Rusknak's post looks very credible, but there are some very obvious discrepancies (I'll try to enumerate without all the emotion of the previous posters):
1 - Lack of car inspection at the time of transfer from owner to dealer
Sorry, Rusnak, but the minute you assume responsibility for the car you also assume responsibility for any damages to the car that you have not already identified and indicated to the owner.
2 - Shop foreman and technicial discover damage and do not report
If you discover previously-unknown damage to a customer vehicle, best practices say you should immediately halt all work and quarantine the car. You then immediately contact the owner with a full disclosure and have them join you to jointly observe the damage with the car in the state that you found it. This is your chance to negotiate liability and responsibility. If you ignored #1, you are pretty much on the hook, but may be able to talk your way out of it.
3 - Damage known but not reported to owner immediately
See #2 above.
So lets assume in most cases you do #1 and later discover damage. Doing #2 and #3 ensure your exemption from any liability stays in place. Not doing #2 and/or #3 creates the suspicion that you have some liability and will be seen as such in the eyes of the court (which is why you do it). Not doing #1, #2, OR #3 creates a large implication of guilt and sets you up to be liable 100%.
You got yourself on the hook by not doing #1, but you made matters worse (legally and the impression the public is getting) by not doing #2 or #3. I would suggest you and your staff hire a consultant to help you develop a policies and procedures guide that covers these areas and then train your staff as you don't seem to have this in place yet.
1 - Lack of car inspection at the time of transfer from owner to dealer
Sorry, Rusnak, but the minute you assume responsibility for the car you also assume responsibility for any damages to the car that you have not already identified and indicated to the owner.
2 - Shop foreman and technicial discover damage and do not report
If you discover previously-unknown damage to a customer vehicle, best practices say you should immediately halt all work and quarantine the car. You then immediately contact the owner with a full disclosure and have them join you to jointly observe the damage with the car in the state that you found it. This is your chance to negotiate liability and responsibility. If you ignored #1, you are pretty much on the hook, but may be able to talk your way out of it.
3 - Damage known but not reported to owner immediately
See #2 above.
So lets assume in most cases you do #1 and later discover damage. Doing #2 and #3 ensure your exemption from any liability stays in place. Not doing #2 and/or #3 creates the suspicion that you have some liability and will be seen as such in the eyes of the court (which is why you do it). Not doing #1, #2, OR #3 creates a large implication of guilt and sets you up to be liable 100%.
You got yourself on the hook by not doing #1, but you made matters worse (legally and the impression the public is getting) by not doing #2 or #3. I would suggest you and your staff hire a consultant to help you develop a policies and procedures guide that covers these areas and then train your staff as you don't seem to have this in place yet.
Registered User
Joined: Feb 2008
Posts: 2
From: Valencia California
Rep Power: 0
Rusnak/Pasadena closing remarks.
I am truly sorry for all of you that have had poor experiences at any dealership! I've been in the business for about 20 years and never have I stayed at a dealer that I felt uncomfortable with. If there was a possibility that the dealer was conducting business dishonestly or improperly, I would leave in a heart beat! I care about people and take my job very seriously; I put my full efforts into ensuring that their service needs have been met or exceeded.
I have been at Rusnak for about 2 1/2 years. In my opinion, the Rusnak organization is a very caring group of people. They have proven to be a company of which I am proud to be associated with. I feel that our great success is a direct reflection of how we conduct business as a whole and who we choose to employ. Rusnak takes great measures to ensure that we hire only highly qualified individuals. We use all the best agencies to conduct background investigations and require physical and drug screenings before anyone is offered employment.
In addition to choosing the best applicants, we also believe that all successful businesses conduct on-going training for their employees. We have weekly in-house meetings as well as outside training events for all employee levels. We are one of only a few organizations who invite members of the BBB and other consumer agencies in to our meetings for training purposes. Only a fool would invite these agencies in to observe, inspect, and issue a report card if they were not operating a top-notch facility. We are so confident in our operations, we welcome them in and look forward to receiving our commendation.
For those of you who have had any negative experiences at Rusnak in the past, I would really appreciate you sharing them with me, even if they involve me, personally. I invite anyone who believes they were not treated fairly to discuss this either in private or on this forum. My intentions are to take care of my customers using all tools given to me from both Rusnak, as well as Porsche. I can honestly say that I have not been made aware of any negative experiences with dissatisfied customers, other than when Porsche's decides a service is not "under warranty." due to abuse or lack of maintenance (i.e., over-revs found in the vehicles DME control unit.) For these individuals, you must understand that the vehicle has a recording device intergrated into the vehicle, so there is no question that over-revs occurred. Further, we can see exactly what time in the life of the vehicle that they occurred. Porsche requires that a vehicle analysis report accompany all drivability concerns. These reports must be saved as part of the repair order process. Without this report the warranty claim will be denied. With this report, we can only share the information with the customer. Sometimes, the report reveals information that is damaging to the claim, making it impossible to claim the repair as warranty.
I need everyone to understand that I wouldn't dream of excusing your past negative experiences, especially for any that were generated from the Rusnak organization in the past. I will, however, inform you that things continue to change for the better and our goal to be the best of the best is in our blood! We appreciate our customers and we always try to do what's right.
This brings me to our situation at hand...
After reading the many posts, especially from Mr. B and his son, I feel that the decision made by Rusnak was made with very good intentions. However, I also feel that we were not truly in touch with our customer on this one. Even though the information and evidence gathered made sense for us to feel that we were not responsible, we should have looked at the bigger picture and understood that the more logical decision would have been to take care of the situation entirely. I, too, questioned how this obvious collision could have happened without anyone feeling it and I still can not explain it. I also, however, trust the people in my department and have never had a reason to doubt their honesty or integrity. I have not changed my mind regarding that belief. My decision today is for a few reasons. First, after reading all your posts, I see why there is doubt. Second, I see even more clearly where our initial errors were made by my front-line people, especially with communication. For these reasons, as well as believing in my customer, with Mr B’s permission; I would like to properly repair his vehicleat no cost to him. This means, if the bumper skin must be replaced to properly fix the vehicle, then that is what we will do. We would never allow any type of repair, other than what is proper, no matter who was paying the bill!
Principles can sometimes blur our vision, and I am thinking this is the case with this situation.
I have promised myself, as well as Mr. Rusnak, that our service department, while under my watch, will be better than it has ever been before. My goal is to be the best of the best. I will ask all of you who read this to try not tojudge us (me) based on our initial decision to only pay 50% of the repair. I intend on looking at this kind of concern differently in the future and, of course, give the customer the attention one would expect from the beginning. The walk-around is one thing that, if done properly, would have prevented this entire situation.
Once again, I apologize and wish to continue making this store better each day.
Sincerely,
Rick Baker
Service Director
Rusnak/Pasadena
I have been at Rusnak for about 2 1/2 years. In my opinion, the Rusnak organization is a very caring group of people. They have proven to be a company of which I am proud to be associated with. I feel that our great success is a direct reflection of how we conduct business as a whole and who we choose to employ. Rusnak takes great measures to ensure that we hire only highly qualified individuals. We use all the best agencies to conduct background investigations and require physical and drug screenings before anyone is offered employment.
In addition to choosing the best applicants, we also believe that all successful businesses conduct on-going training for their employees. We have weekly in-house meetings as well as outside training events for all employee levels. We are one of only a few organizations who invite members of the BBB and other consumer agencies in to our meetings for training purposes. Only a fool would invite these agencies in to observe, inspect, and issue a report card if they were not operating a top-notch facility. We are so confident in our operations, we welcome them in and look forward to receiving our commendation.
For those of you who have had any negative experiences at Rusnak in the past, I would really appreciate you sharing them with me, even if they involve me, personally. I invite anyone who believes they were not treated fairly to discuss this either in private or on this forum. My intentions are to take care of my customers using all tools given to me from both Rusnak, as well as Porsche. I can honestly say that I have not been made aware of any negative experiences with dissatisfied customers, other than when Porsche's decides a service is not "under warranty." due to abuse or lack of maintenance (i.e., over-revs found in the vehicles DME control unit.) For these individuals, you must understand that the vehicle has a recording device intergrated into the vehicle, so there is no question that over-revs occurred. Further, we can see exactly what time in the life of the vehicle that they occurred. Porsche requires that a vehicle analysis report accompany all drivability concerns. These reports must be saved as part of the repair order process. Without this report the warranty claim will be denied. With this report, we can only share the information with the customer. Sometimes, the report reveals information that is damaging to the claim, making it impossible to claim the repair as warranty.
I need everyone to understand that I wouldn't dream of excusing your past negative experiences, especially for any that were generated from the Rusnak organization in the past. I will, however, inform you that things continue to change for the better and our goal to be the best of the best is in our blood! We appreciate our customers and we always try to do what's right.
This brings me to our situation at hand...
After reading the many posts, especially from Mr. B and his son, I feel that the decision made by Rusnak was made with very good intentions. However, I also feel that we were not truly in touch with our customer on this one. Even though the information and evidence gathered made sense for us to feel that we were not responsible, we should have looked at the bigger picture and understood that the more logical decision would have been to take care of the situation entirely. I, too, questioned how this obvious collision could have happened without anyone feeling it and I still can not explain it. I also, however, trust the people in my department and have never had a reason to doubt their honesty or integrity. I have not changed my mind regarding that belief. My decision today is for a few reasons. First, after reading all your posts, I see why there is doubt. Second, I see even more clearly where our initial errors were made by my front-line people, especially with communication. For these reasons, as well as believing in my customer, with Mr B’s permission; I would like to properly repair his vehicleat no cost to him. This means, if the bumper skin must be replaced to properly fix the vehicle, then that is what we will do. We would never allow any type of repair, other than what is proper, no matter who was paying the bill!
Principles can sometimes blur our vision, and I am thinking this is the case with this situation.
I have promised myself, as well as Mr. Rusnak, that our service department, while under my watch, will be better than it has ever been before. My goal is to be the best of the best. I will ask all of you who read this to try not tojudge us (me) based on our initial decision to only pay 50% of the repair. I intend on looking at this kind of concern differently in the future and, of course, give the customer the attention one would expect from the beginning. The walk-around is one thing that, if done properly, would have prevented this entire situation.
Once again, I apologize and wish to continue making this store better each day.
Sincerely,
Rick Baker
Service Director
Rusnak/Pasadena