Rusnak Auto Group

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Address: 337 W Colorado Blvd, Pasadena, CA 91105, USA

Phone: (626) 449-0770

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State: California

City: Pasadena

Zip Code: 91105

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Reviews

From the minute I spoke with Eric Satchwill at Rusnak Porsche Pasadena, I knew he was not selling me, he was a Trusted Advisor. Good advice, amazing experience and was calmly candid. Which was really cool for a change when trying to buy a car. Found the right Porsche for me and most of all was right on point for price. Would recommend Eric to anyone who asked me where should I buy Porsche? He's a Professional and good guy.

 7 years ago (03-12-2017)

Go somewhere else to buy a car and for Warrenty service!  I bought a Porsche somewhere else that gave me a much better deal.  Being a Pasadena resident, I gave them first opportunity.  Regarding Warranty.  It's been over a year that I have been waiting for them to replace a defective part.  They keep leading me on with excuses.  I will NEVER SERVICE my car there.

 7 years ago (02-02-2018)

From purchasing my Audi to the regular service check ups, my experience has always been stellar. Wonderful staff and super clean customer lounge.

 7 years ago (10-03-2018)

my favorite place, cleo, and stephen are the best.
cleo always do followup on the repairs done to your car, and she wants to be sure you are always happy, stephen always go out of his way to make sure you get the financing  for your dream car, he always finds ways to help you even when the odds are against you and both cleo and stephen treat you like your are part of their family and not just another number.

 7 years ago (15-03-2018)

This is the worse car service center I have ever been to.

I have been here many times.

Let's start with what they do well, to be fair. Raffe is extraordinary: responsive, courteous and effective . Melody is always courteous. Drivers are courteous. They pick you up and drop you off. They sometimes have great loaner vehicles. That is the end of what they do well. 

1. Poor quality control. They have returned my vehicle to me as fixed many times when it had not been properly fixed. And they have returned my vehicle to me multiple Times with faults it had never had in the five years before I took it in. When I left them my car, its rear view camera worked. When they returned it, it was broken. When I left them my car, its radio worked. When they returned it, it was broken. When I left them my car, its clock worked. When they returned it, it was broken. When I left them my car, its 12V battery worked. When they returned it, it was draining. When I left them my car, its fuel gauge worked. When they returned it, it was not working. They charged for a replacement of the visor and it was still broken when they returned it. My neighborhood mechanic showed much more aptitude at fixing my car than the Rusnak service center --not to mention he charged a small fraction of the Rusnak price. 

2.  Management is rude. When I asked Courtney whether they would take responsibility for fixing something that broke while my car was at their service center, she said they would not, but much worse, she immediately smirked at me, told me to go find another dealer (knowing full well the next closest for Now is in San Francisco), said she would see me in court, and walked away. Her stated reason was that I was a difficult client (because they had been unable to fix my car despite charging me for the fix and I was pesky enough to go back to ask that they finish the job). Her one saving grace is she can be funny: she pointed out correctly that industries like the car repair industry exist to profit from their customers' misfortune. When her boss first called me, he told me he was frustrated before I said a word.

3. They don't stand behind their service. After I reported that a fix they charged me for had not been properly carried out, they failed to repair it. After I reported that another mechanic had stated that Rusnak had left a critical cable disconnected after my airbag service, leaving my car's battery drained, they failed to take responsibility. 

4. They don't stand behind their word. CFO Randy Jones told me they would repair the issue that first occurred while my car was in their shop without charging me for the labor, and promised me to get me the cost of the parts the next day. I never heard back from him or anyone else at Rusnak again. 

5. They have no integrity. Randy told me I had insulted one of his employees, which is 100% a fabrication. No wonder he failed to explain himself. 

6. Perhaps the ultimate cause of the rest of their issues is they have poor leadership: Their CEO failed to respond to any of my letters. With that kind of example, it's no wonder customer service is not a priority here. 

The trigger for all of this is that two wheels of a loaner that belongs to a manufacturer were scratched while it was in my custody, & I told them that I would happily pay for the damage, & that I expected them to likewise pay for the damage that happened to my car while in their custody. This request for symmetry incensed them. 

Their diagnosis of my car's issues was completely off. They wanted to replace the muffler to fix a coupler, & replace the infotainment unit for thousands of $s instead of simply fixing a software error for less!

They took $ from me while they could milk me for a profit, but let me stranded when they were on the hook for an unprofitable repair they had already charged for but failed to complete. 

If you like to pay for repairs that don't get properly done,  get new maladies for your car it didn't have when you brought it in, & get mistreated, then this place may be just what you are looking for.

 7 years ago (09-01-2018)

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Rusnak Auto Group

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