Jack Daniels Porsche — Attraction in Upper Saddle River

Worst car dealer experience I have ever had. Stay away at all cost.

Both my wife and I have been driving Porsche cars for the last 10 years. The worst experience I have had at any car dealership was my recent experience at Porsche at Jack Daniels in Upper Saddle River, NJ. It left me absolutely furious. They made a deal with me on a car, played games trying to increase my cost by 35% after the deal was made only for me to figure out that they were playing this game because they actually decided to sell it to someone else. They don’t care about customers and they will lie and do whatever it takes to achieve their goals. This dealership simply cannot be trusted. I received a call from Jack Daniels Porsche with an offer to return my Cayenne SUV twelve months early, reportedly due to lack of inventory. I decided to consider their offer seriously, so reached out to Marc Van Hengst who is a sales guy with whom I worked on my last Panamera lease to get some pricing. They offered me a car that had the features I was looking for that was already in route and would arrive in about a month. I gave them the green light to do the deal. After three days I received a call from the finance manager. He informed me that the monthly price on the car had gone up by 35% over the last three days! Unable to justify an actual answer on why the price had changed so dramatically I decided to bring this matter to the attention of Terrance Taggart, the general manager for the store.

This is the list of reasons he gave me to justify the mistake: Sorry the money factor changed. Then followed by: Sorry the sales manager Peter Helou made a mistake when he first calculated the money factor, he was missing a zero. Then followed by: The mistake was all ours but there is nothing I can do to address it.

After sitting with Terrance for an hour and him repeatedly trying lie his way out of the situation and “justify” the dramatic increase in cost he could not come up with any rational explanation as to why the monthly lease price went up by 35%. He then proceeded to offer to work out a deal on the car where the price would only go up by 25%. This move was disgusting considering that the car was actually no longer available!

I was done with this mess. I asked “Well it sounds like this was all a bait and switch scam and you simply found another customer who was willing to pay more instead of waiting for a car. Is that accurate?” To which I received a vehement “No of course not.“ So out of curiosity I asked if the car was still available. To no surprise of mine, they then admitted that the car was no longer available. I understand that businesses need to make money, but this experience was a joke. It is unacceptable to treat customers like this. Buyer beware, Jack Daniels Porsche of Upper Saddle River does not care about customer loyalty or...

We traveled to NJ to purchase our Panamera from Jack Daniels Porsche back on August 1 and we have yet to actually receive permanent tags!! To date, we have been issued THREE sets of temporary tags and a deluge of nonsensical and ridiculous excuses as to why our title/tags have not been properly and successfully processed. Originally, we were told there was a new employee at Corporate and there was a backlog. That story continued throught the first two sets of temp tags. On the third set of tags, I contacted the general sales manager, John Serpin, who appeared to be surprised that we'd not yet been issued permanent tags and who pledged to get back to me with an update only to have the saleperson call me back. I didn't hear back from him at all. The story at this point was that they needed a copy of my inspection report which I immediately provided. I was assured that this information is what was currently holding up the process and that it was sent expeditiously to Corporate and my tags should be arriving shortly. They did not. On October 1, I'm now having to be issued my third set of tags with assurances that it should be no more than a week before this now longstanding issue is resolved. A couple more weeks pass, STILL no resolution. At this point it's now mid-October and there have been no updates and there is no resolution in sight. So, I call the General Manager, Pete Helou. He informs me the salesperson is no longer employed there (hence, why he hadn't been answering my calls/texts), that he has no idea what the issue is related to my car and that someone is in my file; therefore, he can't access it and he'll get back to me. He calls me back and informs me that there is a title issue in that my home state is specifically requesting a wet signature of the buyer's order which he has indicated first, is an unusual request and second, is being overnighted and that, he'll keep me posted. He does not. A week passes, no updates, no tags. Today, I follow up yet again... and now the story is the VIN number was somehow entered erroneously! This entire experience has been a ridiculous comedy of errors. The lack of professionalism and accountability that I've experienced has been stunning. Porsche North America prides itself on the quality of their cars but the quality of their staff and their inability to provide more than subpar customer service does not match the reputed brand. Choosing this brand was intentional for my family. This is a first time Porsche purchase for us and to have this horrible experience as a first time buyer means that this will likely be our first AND LAST Porsche purchase. And who knows if we'll ever actually receive...

This team named below has changed my opinion about Jack Daniels Porsche dealer from negative to positive. I would highly recommend working with each of them and I would like to add that I hardly do reviews unless it’s something that really matters to me. Read through this entire review please. I will share my first experience with this dealer that happened ~3 years ago and how my customer experiences were like night and day. I leased my first car with them in 2021 and at the time inventory was limited and the manager for sales and the financial manager (names will be withheld) were terrible. They took advantage of my lack of confidence in leasing a car since I always have purchased my cars and paid in full. Leasing was not something I had done for many reasons. The sales guy was fine, but he is no longer with the dealer. About a few months ago Tom started to reach out and let me know that my lease term was about to expire and that I would be eligible for a new lease, with an upgraded model for 2024. I was hesitant, because I was not looking forward to having another negotiation meltdown and getting beat up by the financial manager. I was planning on surrendering the car and getting a different car and different dealer and go to BMW or Tesla or something else. In the last few months, the service and customer experience changed to the point it felt like I was dealing with a whole new dealer. The sales people were knowledgeable, responsive and most importantly respectful of my time. John, the general sales manager was nice and very friendly with no pressure. He and Tom negotiated with me in a way that was not inappropriate or insulting, unlike my first experience. And I felt like I got a great deal and they gave me free accessories even though I didn’t ask for it. Last time, I negotiated it, the sales guys agreed and then never held up his end of the deal and made me pay for the extra accessories in the end. But the most pleasant experience was with the finance manager Mohamed. He was kind, and someone that you would like to meet up for dinner and have a great conversation type of guy. So unlike the other guy (the first initial of his name is “G” he is no longer working there)

This team listed below here are the A team. Work with them and get a Porsche and drive away with a smile on your face. Tom Cuomo (sales person) John Serpin (general sales manager) Mohamed Latif...