Buyer Beware – Especially for Out-of-State Purchases
I - Kim
Buyer Beware – Especially for Out-of-State Purchases
I am posting this after the transaction has been fully unwound and all funds returned.
I purchased a 2018 Porsche Macan from Brickell Mazda and paid for enclosed transport to Seattle. Within minutes of delivery, I discovered the heater and heated steering wheel did not function. Immediately, I called my salesperson. He said to take to a Porsche Dealer & they would take care of. After running the diagnostics they also identified a blocked sunroof drain with interior water intrusion.
These were not cosmetic concerns. They were operational issues present immediately upon delivery.
The dealership had provided an inspection report and Carfax. However, a Carfax reflects history does not confirm current mechanical functionality. A non-functioning heater is something that would surface during even a basic inspection which I was told was done.
When I raised the issue, management’s position was that the vehicle was sold “as-is.” They would cover the heater but not the sunroof. At one point, I was told covering approximately $3,000 in repairs would result in a loss on the deal. Ultimately, after significant back-and-forth, the dealership agreed to "unwind" the transaction and refund the purchase price, shipping, and diagnostic costs.
To their credit, the funds were returned and the vehicle was picked up.
However, what was most disappointing was not the mechanical issue itself, It was the approach to resolution ~their focus on losing money vs. treating a new customer fairly. I told them many times I wanted to keep the car. Yes, used vehicles can have problems but the basics of a heater & sunroof. It wouldn't have matter what the cost of the car would have been, I would have never bought it! The conversation repeatedly centered on margin rather than customer experience.
In today’s market, customer service is the differentiator. Many organizations invest heavily in customer experience leadership because they understand long-term reputation outweighs short-term profit on a single deal.
If you are considering purchasing from this dealership, they have 29 by the way, especially if you are out of state, I strongly recommend obtaining an independent third-party inspection before wiring funds and documenting everything carefully. Or better yet, find another reputable dealer.
This experience was resolved financially, but it required persistence and significant effort.
I hope this helps future buyers make an informed decision.
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