Complaints

This profile includes complaints for Ourisman Jeep Bethesda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ourisman Jeep Bethesda

  6826 Wisconsin Ave Bethesda, MD 20815-6105

• 

  Ourisman Jeep Bethesda

  6700 Wisconsin Ave Bethesda, MD 20815-5302

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When the car was delivered to me, the salesperson did not do a walk around of the car with me. The indoor garage was dark. When I gor home I saw scratch/Dent on the hood of the Wagoneer. I called the salesperson and the also spoke to the **, who said they would take care of it. I have emailed/called several times and I keep getting the run around at this point no return call or email.

  Business Response

  Date: 05/21/2025

  Good morning,
  At the time of delivery, the vehicle was in perfect condition, with no dents or scratches observed or reported either on the very day of delivery or the following day in the light of day.
  While finalizing financing on her deal, the dealership was informed that the customer-provided rebate was not valid. The purchase price of the vehicle had been calculated based on this rebate, resulting in a $1,500 discrepancy. After extensive communication, Mr. ****** ****, General Manager, agreed to cover the $1,500 difference on behalf of the customer.
  It was only after a week of discussions regarding the rebateand following Mr.Reeds decision to cover the costthat *********** mentioned a dent and scratch on the hood of the vehicle.
  As a gesture of goodwill, Mr. **** is pleased to offer *********** $500.00 toward the repair of the hood.

  If *********** would like to take advantage of the goodwill offer, she just needs to contact Mr. ***************** you,

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is about two extended coverage policies sold to me by Ourisman Jeep along with a (shorter term) three year lease for a Jeep Wrangler. The policies were 1.) an extended eight year scheduled maintenance plan and 2.) a ten year extended warranty. The policies themselves were inappropriate to sell with a three year lease and this is an abusive sales practice. The only reason I agreed to these policies at the time of purchase was because ***** ****** told me I could cancel these policies at any time and get a refund. Worse, I have been repeatedly trying to cancel these policies since a few weeks after I bought my car and Ourisman Jeep has not canceled them. The attached email shows my efforts to cancel these policies. I have also visited the dealership and been told by ****** **** that the policies were being canceled. Still, they have not. I have been extremely patient and tried to give the dealership time to resolve this before complaining. It has just gotten to the point beyond any reasonable response and others should know this dealership and the people who work there are unscrupulous. If, in response, the dealership tries to claim the policies were okay because I planned to buy the Jeep, that is untrue. I added extra mileage to the lease, which I would not have done if I was definitely going to buy the car at the end of the lease. Regardless, their refusal to cancel the policies and refund me the premiums is inexcusable.

  Business Response

  Date: 11/01/2024

  Good morning,

  I spoke with the dealership this morning and was informed that the products have been cancelled and that the refund check has been sent and has cleared the bank. If the customer still has concerns, please ask him to contact ****** ****, General Manager, at Jeep of Bethesda and he will gladly assist further. 

  Thank you,

  ****** *******

  Business Response

  Date: 11/01/2024

  Good afternoon,

  I would like to update this response. Our General Sales Manager, ****** ****, has communicated with the customer. The customer did receive the refund, but $224 worth of the warranty had been used therefore the refund received was less $224. However, ****** is going to cut a check for the amount used to make the customer whole. We hope that this will satisfy the customers concerns.

  Thank you,

  ****** *******

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I began our sale with Ourisman Jeep while located overseas around April 26th 2024. After many back and forth conversations we agreed on a price for a vehicle. Once agreed the salesman informed us they miscalculated the taxes and we would have to pay an additional 250 dollars. Reluctantly we agreed to get through and finalize the deal. The paperwork submitted had incorrect information and we received a nasty response from their finance lady when it was brought to her attention. Once the paperwork was completed we were sent banking information for a wire transfer. We sent it as promised and paid the fees associated.. we were given incorrect information which resulted in the transfer being denied and a return fee. We called the dealership immediately and spoke with a manager who apologized and searched for the correct information.. once received we again sent the transfer and it was returned to us again. Because of this the manager, ******, told us he would reimburse all of the fees. We picked up our vehicle on May 4th 2024 we were promised a check for our fees, tags to be shipped to us (which they never were), and broken promise after broken promise. This dealership including the general manager are comfortable lying and practicing deceitful tactics just to get you out of the door only to ignore all communication afterwards.

  Business Response

  Date: 08/13/2024

  Good afternoon,

  *********************, General Manager, spoke with ****************** and agreed to refund her $250.00 plus $80.00. ****************** is satisfied with the resolution of her concern.

  Thank you,

  ***************************

  Customer Answer

  Date: 08/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealership is not only predatory, specifically towards women, but they also allow their finance team to forge signatures. Pressure you in to making these deals, and want nothing to do with correct their issues. I specifically purchased a vehicle, and in the first two months experience my fenders having stress cracks, and needing to be replaced. In stead the Ourisman ******* center ************************* decided to send my brand new truck to a their part who didn't not color match. They tried to, but not a match, and was constantly ignored, and pushed off to the side. I had to reach out to Chrysler and Jeep Wave ho called both the dealership and their service center for weeks with no response. This went on for weeks, imagine paying so much for a truck, have a simple warranty issue, and this is the response that I get. I have all of the text that come along with the disrespect and disregard. Is this happening to men, because it seems that after having a man call them, tones changes, and actions changed. This isnt the horrible part, their finance guy messed up my contract, I purchased this truck days before I was leaving for a trip, and a day after spending all my evening at this dealership, the finance guy tells me to pay them more money, and kindly declined. Id gone over that contract, paid everything, sat for two additional hours reviewing the feature about 10ft from his office, and then to tell me to pay more money. So their finance guy decided to breach the contract, forge my signature, take off the added options and cancel the subscriptions in retaliation. But this finance guy apparently was fired some time after for contracts that were also messed up, and client hed also done wrong by. It was a simple call this past Friday because of a paint issue, where my SmartSheild was supposed to be in play, to finding out all of this mess, and being told Im repsonsible for fixing it.

  Customer Answer

  Date: 07/14/2024

  Thank you for getting back in touch with me. I want the funds refunded to my account, I want them to compensate me for mishandling my identity, I want the dealership to reenroll with the services I initial paid for, and they canceled at a $0.00 cost and honor it. I'd also like an apology. 

  Business Response

  Date: 07/19/2024

  **************** purchased a 2024 Jeep Wrangler 4xe Sahara in September 2023.
  At the time of purchase, **************** agreed to purchase Ourisman Connect and Smart Shield but elected to pay for the products apart from the Navy Federal Check.
  We have no record of receiving payment for these products from ****************, and our records indicate that the products were cancelled 2 days after the purchase.
  Our service records show that the concerns that **************** came into service with were not stress cracks, but rather paint lines from the factory that all Wranglers have on the plastic fenders (some are more extreme than others).
  We sent it to the body shop and at that time our body shop was extremely backed up, so we used Newtown Auto Body (we have been working with them for years as a secondary body shop).  **************** was not happy with the work, so we replaced the fender.  The part and repair took longer than originally promised; however, we were committed to finding an acceptable solution for the client.
  Approximately 2 weeks ago, **************** contacted the general manager of the dealership with these concerns noted in the review.Our general manager offered to take a look at the vehicle to determine if there was anything we could do to assist. We have not seen the vehicle and we have not found evidence of any fraudulent behavior on the part of our finance team.
  We take these matters very seriously and would like to review any documentation that **************** has that is of concern. 

  Thank you,

  ***************************

   

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I had made a purchase for a ********************** March 2023 which seemed like it was in good condition and was a vehicle I have always wanted to own. I was hesitant about the purchase due to the expensive price which was more then the cost of the original MSRP sticker. I agreed to purchase the vehicle due to them showing me that they approved $6,779 worth of recondition work to get it good as new and ************** inspected which gave me a peace of mind. I decided to purchase the car which at the time had ****** miles on the odometer. After driving the vehicle for 1-2 months all the sudden my engine locked up on me and was still under the manufacturer warranty and at the time of purchase I bought an extended power-train warranty. After having the vehicle towed to ****** I come to find out the vehicle has not had any sort of service done recently by Ourisman and nothing significant reported on the Carfax report for a service. I try to get in touch with management whom I dealt with when purchasing and those managers are not there and I have not had any assistance at all from anyone. ****** wont claim warranty due to lack of lubrication or oil change which was last reported at 22k miles and Ourisman could not do a basic oil change which cost nothing and lied to me about it. I am paying a monthly premium and insurance for a car that does not drive or move due to OURISMAN AUTO COMPANY. I will never recommend anyone to do business at a OURISMAN dealership they are shady and deceptive they talk big about being a public traded company but sell you on lies. Almost a year later and still no help or assistance for the company or management.

  Business Response

  Date: 04/08/2024

  Good afternoon,

  I reviewed this concern with the dealership and discovered that the customer never brought the vehicle to us for service, so we have no way of knowing what was wrong with the vehicle, nor were we given an opportunity to repair it. If the customer would like to bring the vehicle to us for a diagnosis, we are happy to look at it but it was sold as a used car and there is no way of knowing what may have happened after the vehicle left our dealership when the customer purchased it. 

  Thank you,

  ***************************

• Initial Complaint

  Date:06/16/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2020 *** ******** from this dealership for cash on April 24, 2023. They asked me to sign papers, and give them $500 paper handling fees, so that they could register my car for me in Maine, where I returned soon after purchase. It has been almost 2 months and this hasn't occurred. I have called them 11 times and gotten the runaround each time. They have never given me the title, so I own a car but don''t have the title. Also, the salesperson insisted as part of the requirements of the sale that I purchase theft insurance for $1200, which I said I didn't want. They charged me for it, but never provided me access to it. As part of my 11 phonecalls, I have asked for a refund. Each time they have told me someone would call me back but no one has. I have apparently paid $1200 for a theft insurance package that I cannot access. I finally got a sales manager to send me another one month temporary tag while they "investigate." I want my $1200 refunded and I want to get the title sent to me so I can register the car myself. I want the $500 "paper handling" fee also refunded to me, since they have not carried through on their end in filing any papers.

  Business Response

  Date: 06/19/2023

  Good afternoon. Thank you for bringing this to my attention. I am very sorry that this has been **. ******* experience. I have spoken with the leadership at the dealership and confirmed that the $1200 for the product that **. ***** does not want will be refunded. Out of state tag work can take longer and I apologize that the finance manager did not explain that to **. ****** I have confirmed that the accounting department will issue **. ***** another temp tag and the tag work should be completed before the temp tag expiration date.

  Sincerely,

  ***************************

  Customer Answer

  Date: 06/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

  Customer Answer

  Date: 06/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  

  ---------- Forwarded message ---------
  From: ***** ***** <*******@*****.com>
  Date: Fri, Jun 23, 2023 at 2:44 PM
  Subject: Unresolved complaint# ********
  To: [email protected] <[email protected]>
  

  
  
  

  Dear Better Business Bureau -- The above reference complaint was partially resolved by a refun of my $1,295 paid for a bogus theft deterrent software. However, there was another complaint that is still outstanding -- and is of MUCH greater concern:

  
  

  The car dealership was supposed to get my car registered for me in Maine, my home state. I paid them a $500 dealer processing charge that they said would cover them sending my title and excise tax to my town office. They said my car's tags and title would be sent directly to me.

  
  

  I have never received my Maine tags or the title to my car. When I have inquired of the dealer, they have told me "Maine is the slowest state to register a car." I called the Maine Dept. of Motor Vehicles today, and they have no record of my car's VIN number, no record of anything related to my driver's license and nothing related to the title/registration of my new ***. I also called my Town Office and they have no record of receiving any excise tax. The dealership never gave me a proven tracking number of their having sent this information.

  
  

  The Maine Dept. of Motor Vehicles said that Ourisman Jeep needs to get a duplicate title to my car and forward it to me directly. I will register the car myself when I get this. I also request that the dealership return to me the $500 dealer processing charge (the bill of sale states it was not required by law) I paid for them to complete these services -- as well as any excise taxes they may have collected.

  
  

  I hope you can take care of this matter quickly as I will soon be driving a car without registration or title!

  Thank you,

  ***** *****
  

  --

  ***** *****************
  

  ******************

  Regards,
  ***** ***** 
  

  Customer Answer

  Date: 07/25/2023

  ---------- Forwarded message ---------
  From: ***** ***** <*******@*****.com>
  Date: Mon, Jul 24, 2023 at 10:46 AM
  Subject: Complaint ID ********.
  To: <[email protected]>
  

  
  

  Hello, this complaint was finally resolved by Ourisman Jeep of Bethesda. I do hope, however, that you will post my complaint — as well as the comment I posted — on your website. According to other BBB complainants, as well as online reviews, my experience with withheld deeds, dubious extra charges, and mishandling of paperwork are very common.

  
  

  Thank you very much for your assistance!

  *****

  
  

  ***** *****

  *****************

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the dealer on December 5, 2022 to lease a New Jeep ******** & trade my old one in with about $4,000 in equity. Upon returning home, I noticed that I was not given a complete copy of the Lease Agreement. I contacted a representative of the dealership to inform him of the missing pages. Approx 10 days later they called & said that they had lost the paperwork & were going to ***** me new paperwork to sign. Nothing ever came. On 1/14/23, I went into the dealer with the intention of signing what needed to be signed. At that point a manager came out after waiting for about 15 minutes & said that nothing was lost & gave me some pages that were missing. Upon getting home, I noticed that the pages I was given did not match with the papers that I signed on 12/05. On approx January 20th, I was told that they needed another payt of $825 to get the deal completed. I put that on my Credit Card. On January 24, I was informed that the deal was completed & funded. Because I felt uncomfortable, I called the dealership & asked them to send me a complete copy of what was submitted. To my surprise, I found that the dealership had FORGED my signature & changed the figures to increase their profit, but keep my payment the same so that I was none the wiser. I immediately contact the dealer to tell them that they have fraudulently submitted a forged contract to the lender. The CFO of the organization called me back that afternoon & said "we messed up". At this point, I cancelled the payments on my credit card & wanted to get the vehicle I traded in back. I was told that they sold it. My payments showed Past due at ******** ******* & have hurt my credit score. Finally on February 28, I was told that they would take the vehicle back, but couldn't give me my trade with $4000 in equity back despite my demand. By the way, I have worked in the same business for 40 years and consider myself knowledgeable. If they did this to me, I know that they are doing this to others.

  Business Response

  Date: 04/27/2023

  From: ***** ******** <********@*****.com>
  Date: Wed, Apr 26, 2023 at 5:45 PM
  Subject: Re: ******* ********* Complaint (********)
  To: ***** ****** <*******@mybbb.org>, <********@ourisman.com>, ***********@ourisman.com <***********@ourisman.com>, ****************@ourisman.com <****************@ourisman.com>, **************@ourisman.com <**************@ourisman.com>
  
  Hello *****, 
  
  After speaking with you over the phone, I reached out to *** *********, he was under the impression that he had $4000 equity in his trade. Attached you will see that 
   the actual lease worksheet clearly shows that his trade value was $28000 but the payoff was $30500 so instead of a positive equity he had $2500 negative equity that Ourisman paid off and incurred the cost. I apologized to him for any inconvenience that it may have caused, but he drove our vehicle from 12/05/2022 until 02/28/2023 while he had canceled his car payments that he admitted in his complaint. In conclusion, Ourisman Jeep of Bethesda does not owe *** ********* any money, according to the lease worksheet.
  
  Thanks.
  
  ***** ********
  General Sales Manager
  Ourisman Jeep of Bethesda
  Sales: ###-###-#### Ex ****
  6700 Wisconsin Avenue
  Bethesda MD, 20815

  Customer Answer

  Date: 04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Regards,
  
  
  
  ******* *********