Complaints

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:06/12/2025

  Type:Customer Service 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 vehicle at this dealership and paid all required fees for the vehicle as well as for tax, title, and tags. I have requested the tags be mailed to me and the dealership is refusing to mail me the tags. I have sent numerous emails and phone calls and continue to get the run around. As of last week I spoke with a "manager" who said he would mail me the tags. It is over a week later and the tags are still being withheld. I've been now waiting for an entire month. Can the dealership please mail me my vehicle tags. I did pay for them at the time of purchase as required by the dealership to take delivery.Please note this is the same dealership that would not deliver my car for DAYS after I sent a wire payment because they did not have staff at the dealership that would "verify" that their banking account had the funds that were directly wired into their accounts.

  Business Response

  Date: 06/12/2025

  Dispute Resolution Team –
  
  We appreciate the opportunity to respond to the customer’s concerns.
  
  After reviewing the transaction, we can confirm that the vehicle tags were processed and mailed
  to the customer as requested. The tags were sent out on June 11, 2025, and the customer was
  notified of this via direct communication.
  
  We understand the importance of timely updates and regret any prior miscommunication or
  delay. While the vehicle could not be delivered immediately following the wire payment, this
  was due to internal verification procedures required for security and fraud prevention, and not
  due to a lack of staffing.
  
  We believe this matter has now been resolved, but if the customer has still not received the tags,
  we are happy to provide the tracking information or assist further.
  Very truly yours,
  
  
  ***** *********
  Ourisman

  Customer Answer

  Date: 06/12/2025

  I believe the business has finally resolved this issue.

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service 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 purchased a 2022 ***** *** from Ourisman on 1/21/25 after being told it only had minor rear-end damage, which they assured me had been fixed. The dealership also lost my paperwork multiple times, forcing me to resubmit everything—extremely disorganized and frustrating.
  Two months later, the car began having major electrical issues. I discovered the battery compartment was full of water. The local ***** dealership found serious water damage and refused to work on it. Ourisman admitted they sold the car like this and towed it back, but weeks passed before anything was done. They offered to cover repairs, but I no longer trust the vehicle or the dealership.
  Now they’re only offering a trade-in but I would lose my taxes, tags, warranty, and still be forced to buy another car from them. I’ve been without a car for over a month and am still making payments on a vehicle I don’t have.
  This has been one of the worst experiences I’ve had with a dealership—misleading, disorganized, and unresponsive. I’m asking for a full refund, but they refuse.

  Business Response

  Date: 05/05/2025

  Dispute Resolution Team –We sincerely regret the frustration and inconvenience experienced
  by the customer regarding their purchase of a 2022 ***** *** from Ourisman. At Ourisman,
  we take customer concerns seriously and strive to maintain transparency and integrity in every transaction.
  
  At the time of sale on January 21, 2025, the vehicle was represented to the best of our
  knowledge as having only minor rear-end damage, which had been properly repaired.
  Unfortunately, we acknowledge there were issues with internal paperwork processing, which
  caused unnecessary delays and added to the customer’s frustration. We have since reviewed and
  reinforced our procedures to prevent similar situations.
  
  When the customer reported possible electrical issues and water damage in the battery
  compartment, we promptly arranged for the vehicle to be towed back to our dealership at no
  cost. Our team thoroughly inspected the vehicle and confirmed the presence of water damage
  that had not been disclosed or known to us at the time of sale.
  
  While we initially offered to cover the full cost of repairs, we understand the customer had lost
  confidence in the vehicle and in our dealership. After further discussions, we made the decision
  to re-purchase the vehicle from the customer, providing a full refund including the purchase
  price, taxes, and applicable fees. This resolution was intended to address the customers’
  concerns fairly and to demonstrate our commitment to customer satisfaction.
  
  We regret that the customer’s experience did not meet the standards we strive to uphold, and we
  sincerely apologize for the distress it caused. We appreciate the opportunity to resolve this
  matter and will continue working to improve our processes and service for all future customers.
  
  Very truly yours,
  ***** ****
  General Manager

  Customer Answer

  Date: 05/06/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Customer Answer

  Date: 06/05/2025

  I purchased a vehicle from Ourisman CDJR on 1/21/25 and they purchased the vehicle back after many issues on 5/1/25. I was supposed to receive a refund check after the payoff of the loan and a refund check from the cancelation of the extended warranty. I was told I would receive those checks within 10 days and have still received nothing. Today (6/5/25) i called the extended warranty company and was told the warranty has not yet even been canceled, which was supposed to be done over a month ago. I have struggled to get into contact with the dealership and have not been given any updates.

  Business Response

  Date: 06/09/2025

  So sorry for the late reply.  We went through a leadership change in the store. The new General Manager is now on this concern.  His reply is attached.

   

• Initial Complaint

  Date:02/06/2025

  Type:Customer Service 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.

  Purchased a new vehicle in April 2024, after trading the vehicle in Dec 24 was told by the **** dealership that I was eligible for a pro rated refund on the extended warranty. Went to the dealership on 15 Dec and spoke with the finance office, after signing some paperwork was told i would receive check within the next 4 weeks. It's been 7 weeks and still don't have my refund check. Have made multiple phone calls, multiple emails, no one is willing to call back or reply to my emails. I have even spoken with a couple managers but can't get a call back explaining why the delay.

  Business Response

  Date: 02/10/2025

  Dispute Resolution Team –
  
  Thank you for bringing this matter to our attention. I appreciate your patience throughout
  this process.
  I have been in contact with you regarding your refund request and can confirm that I have
  received the necessary documents for the extended warranty cancellation. These documents
  have been forwarded to the appropriate department for processing.
  We are committed to ensuring that this matter is resolved as promptly as possible. I will
  continue to monitor the situation and provide updates as needed until the refund is
  completed.
  Please do not hesitate to reach out to me directly if you have any further questions or
  concerns.
  
  
  Very truly yours,
  
  Jason K***
  General Manager

  Customer Answer

  Date: 02/10/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/20/2024

  Type:Customer Service 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.

  we bought 2 pro master's trucks from this company and as soon as we bought them they had issues they were not cheap it cost us $100k and they overcharged us for the upgrades and wouldn't give us any discounts before we posted a good review on ******
  after we bought the trucks problems started and we would call and they would say oh let us research this and well will call you back to schedule an appointment they kept stalling till we were out of warranty and they never fixed the issues claiming that we were now out of warranty and we are responsible for the charges, which is the most unprofessional behavior we have ever experienced, after that they charged us for a recall, and out latest experience started almost 2 months ago in which we contacted them about our last visit and how our truck was damaged on their property and they signed a statement saying that it did and they will fix it this was in April its is now almost end of June and still no results we did post an honest review on ****** and they called us saying that they are trying to get things done and if we take the review down they will give us a rental when we drop our truck for the repair the office manager explained that she doesn't have the power to do and they said they will return call with a date for the repairs and this was almost 3 weeks ago we did reach out again to no avail.
  I will say this management might have changed so have employees but we are not in business with them we are in business with the company and the company is responsible for the damages as they were made under the company's name.
  with the damages fixed our truck will lose value and might as well be reported as an accident so our very expensive truck will be worth 1/3 of what it did before the damages occurred which is unacceptable .

  Business Response

  Date: 08/26/2024

  Thank you for taking the time to provide your feedback. We are genuinely sorry to hear about
  the challenges you’ve faced with your Promaster vans and the service you have received. Your
  experience is important to us, and we regret that we did not meet your expectations in several
  areas.
  
  We understand your frustration with the warranty and repair issues. It is our priority to address
  these concerns promptly. I did conduct a thorough review of your case, including the warranty
  status and the repair history. We did see that when one of the vans was here back in November
  of 2023, and out of factory coverage. There was a goodwill deductible that you were
  responsible for at that time.
  
  We aim to provide transparent pricing and value for all our services and products. If there were
  any discrepancies, we would like to review them with you to reach a fair resolution.
  
  We take responsibility for the damage that occurred on our property and for the delays in
  repairing it, this came up months after it happened. Our team has currently been working with
  Tammy to schedule a rental van for your use while those repairs are made. We have been
  currently unsuccessful in securing the type of vehicle needed while the repairs are being made.
  
  Please reach out to me directly at [email protected] so that we can discuss your
  concerns in detail and ensure we resolve them to your satisfaction. We are committed to
  rectifying this situation and restoring your confidence in our company.
  
  Thank you again for bringing these matters to our attention. We look forward to working with
  you to resolve these issues.

• Initial Complaint

  Date:05/14/2024

  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.

  Business unable to obtain warranty on a scratched part that has nothing to do with the source or cause of an identified transmission cooler line leak that could be faulty or defective. The business has been working with Jeep Customer Service who declined to further investigation the issue by an engineer and in collaboration and partnership with the business, it was determined that an auto technician's statement of "physical damage" is sufficient to void any warranty related to case number ********.

  Business Response

  Date: 05/17/2024

  Dispute Resolution Team –
  
  Despite the evidence that another shop may have damaged the line during removal when the lift was installed. We have decided to replace the transmission cooler line as a goodwill to the customer. The parts are currently here in-stock and we would like to schedule the repair to be made. Please reach out to me directly to schedule this appointment. I can be reached at jk***@ourismancars.com or at 410-******** ****.

  Very truly yours,
  Jason K***
  General Manager

  Customer Answer

  Date: 05/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I appreciate the business' response and offer to replace the cooler line. However, the cooler line was not the issue but rather the cooler line disconnect fitting that was the source of leak. The defective o-ring was replaced by another auto technician at Toyota dealership. It would have been helpful and acceptable if the auto technician at Ourisman Jeep in Clarksville at least tried to diagnose the issue instead of blaming on the Jeep being lifted when majority of Jeep owners lift their Jeep. All in all, there was no cooler line damage but rather a defective o-ring that would have been easily replaced by a well-trained and competent auto technician.         
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:04/03/2024

  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.

  I had some work done on my vehicle in January and haven't got my vehicle back yet. They fixed something in my engine and I believe they may have caused another problem that they cannot solve. They told me that it's making a noise, but they can't penpoint exactly where the noise is coming from. They said I may need a new engine, but they can't get a engine authorized through my warranty company until they penpoint the problem. It's been almost 4 months and they still can't penpoint the problem so I still don't have my vehicle that I make payments on every month. I need help. Please.

  Business Response

  Date: 04/12/2024

  We sincerely apologize for the inconvenience and frustration you have experienced due to the delay in returning
  your vehicle following the repair work conducted in January. We understand the importance of having access to
  your vehicle in a timely manner, and we regret any inconvenience this delay has caused.
  
  Upon reviewing your complaint, we have investigated the matter thoroughly to understand the reasons behind
  the delay. It appears that unforeseen complications arose during the repair process, which required additional
  time and attention to ensure the work was completed to the highest standard and your vehicle's safety was not
  compromised.
  
  Please know that we take customer satisfaction very seriously, and we are committed to resolving this matter
  promptly. We are currently expediting the remaining work on your vehicle to ensure its swift completion.
  Additionally, we will provide regular updates regarding the status of your vehicle and any further
  developments.
  Very truly yours,
  
  Jason K***
  General Manager

  Customer Answer

  Date: 04/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I want to thank Jason K***, GM  and Steve S*****, Service Director for meeting with my wife and I on Thursday, 04/11/2024. Although we have a plan in place, the concern that was discussed is there may be a chance the issue is not coming from the Engine, which then leaves the question on "where do we go from here?" I am to receive a follow up today, 4/16/2024 with an update. I also want to preface I've been told on previous occasions that I will be getting a follow up, to then have to contact the dealership myself. As much as we are appreciative of the response given by Mr. K*** on wanting to complete this to their highest standards, the underlying issue still to this day is :

  1) that I have had my car sitting at a dealership for 4 months this year that I am making payments on while not using. 

  2) For the 1 year I had my Jeep, the overall time spent in the dealership has been a total of 6 months- 2 months back in 2023 where I was not given a loaner vehicle, and currently this year 2024 since January.

  We were told that they are eating up the cost as I am using a Loaner vehicle, however I just had to switch out my Loaner twice-- 2nd time specifically on the day of my Son's 1st birthday party. This has been a very tiring and inconvenient journey, and at this point I cannot trust words as to why I am hesitant on accepting this issue "resolved". I do want my Jeep repaired and returned to me as quickly as possible, but I would like to also know what is to be done for the inconvenience on my entire experience with Ourisman. 

  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 04/22/2024

  Thank you for taking the time to share your concerns with us regarding your recent interactions with Ourisman of
  Clarksville. We sincerely apologize for any inconvenience or frustration caused by the ongoing issues with your Jeep and
  the extended duration it has been in our care.
  
  Regarding the uncertainty surrounding the source of the issue with your vehicle, we acknowledge the complexity of the
  situation and are committed to diligently investigating all possibilities to ensure a thorough resolution. We understand
  your frustration with the prolonged period your vehicle has been at our dealership, and we apologize for any
  inconvenience this has caused you and your family.
  
  
  We are actively working with the service contract company to expedite the repair process and provide you with regular
  updates on the status of your vehicle. We recognize that previous assurances of follow-up may not have been fulfilled to
  your expectations, and we are taking steps to improve our communication and follow-up procedures moving forward.
  
  We value your continued patience and understanding as we work to resolve this matter to your satisfaction. Please rest
  assured that we are dedicated to providing you with the highest level of service and support throughout this process.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We are here to assist you in
  any way we can.
  
  Very truly yours,
  
  
  General Manager,
  Jason K***

  Customer Answer

  Date: 04/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The response given was very indirect and did not answer specific questions. The warranty company denied the request for an engine replacement due to the dealership needing to find the source where the metal shavings are coming from.  I specifically asked the dealership what is to be done for the inconvenience on my entire experience and the response given is "highest level of service and support", which is an unacceptable answer. We ask to please direct us to someone on a higher level because at this point apologies and and "taking steps to improve communication" are unbelievable answers to be given. 

   

  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 04/29/2024

  Mr. ******,
  We are motivated to address your concerns and ultimately get you back into your vehicle as soon as possible. As of the
  current moment, we are currently working with the service contract contract company to come to a swift resolution. We
  anticipate a final resolution on a path forward that we will be able to update you with in the next 3-5 business days.
  
  
  Very truly yours,
  
  
  General Manager
  Jason K***

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  We will reject the response until work is done and the plan is in motion as its standstill. Please note that I also called the dealership 4/30/2024 and did not receive a callback.
  

  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/24/2023

  Type:Product 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.

  Purchased a Certified 2018 Ram 3500 on Aug 1st. During the test drive the ABS and Traction Control warning lights come on. The Salesman said oh that happens sometimes if you turn the wheel too quickly or if the sensor gets wet. Being a certified vehicle I figured it would be a simple fix and covered under the warranty.
  Come to find out the warning lights keep coming on intermittently and after a week. The dash flashing service ABS and braking control system.
  Was finally able to get in in the shop @ *********** ***** in Woodbury. NJ. They told me that the ABS hydraulic control unit has to be replaced. Which the replacement parts are not available until possibly February of 2024. So that being said the ABS system interfaces with all the braking systems in the vehicle. Which could malfunction at anytime causing wheels to lockup unexpectedly. You could hit your brakes and have all the wheels lock up or because of the traction control one wheel could slip or lockup . We could be towing our RV and its brakes could react adversely or not at all. So basically it makes driving the vehicle unsafe.
  Nothing was said at the dealership and we were allowed to leave and drive the unsafe vehicle home in the rain. Not knowing that there’s a major issue with the braking system.
  Also found out that the 2017/2018 Ram 2500&3500 are having this same unresolved issue. The Federal Traffic Safety is investigating to see if a recall should be placed on the vehicles. And there’s a class action lawsuit against the manufacturer.
  This is an ongoing problem with the vehicles. However the dealership should be warning prospective buyers looking at the vehicles. So now I have a $45,000.00 unsafe vehicle. This is now the middle of 2023 and 5/6 yrs into this unresolved issue. With 300/400 thousand unsafe vehicles on the road.

  Business Response

  Date: 08/29/2023

  Dear BBB,
  
  We are currently in the process of working with the manufacturer on procuring this part as it is
  on a national backorder. This is out of our control on the dealership level as we are relying on
  the manufacturer to resolve this issue. We have escalated this to our RAM brand manager to
  help assist the customer to get the vehicle repaired as quickly as possible. Through this process
  we have been in contact with the customer to keep them informed.
  
  
  
  Very truly yours,
  
  Jason K***

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service 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.

  The worst experience ever at Clarksville, MD Ourisman Dodge. The manager Jason K*** and salesman Mitch S******** lied to me and Ourisman Auto Group is committing fraud. On Monday 5 March 2023 I sold this dealership a rare 2022 Challenger Super Stock for $88,000.00; I signed over the title gave them the key fobs. Mitch S******** told me the equity check of approximately $20,000.00 would be ready the following day Tuesday 6 March 2023 and I could come back for the check...a pure bait and switch tactic. Its been two weeks and they still haven't paid off the loan; they put the car up for sale on their showroom floor, and the Manager Jason Kerr continues to lie to me about his company can't cut me a check until they receive the other half of the MD title...they lied to a senior citizen 30 year active duty combat US Marine Corps Veteran and Senior Citizen. They haven't paid the loan off, so this is pure fraud and lies. Will take weeks and weeks to receive my check because they continue to harass and lie to me. On 16 March, Jeff Kerr told me the lien was paid off; he continues to lie. I called ******** ******* loan company twice and verified the loan is still active by reviewing my account. The unprofessional actions of Ourisman personnel is their behavior to harass people they don't like. I notified the owner Robert O*******, and he has not responded either. I read several other sellers have had the same scam fraud issue from this company; they do not pay the seller for months. Never sell or buy a car from these crooks. I ordered a car from salesman Mitch S********, and 2.5 months later he tells me he ordered the wrong car. Again, it is illegal to sell a car in MD without the lien released from the loan company. "If there is a lien on the title, the lienholder must release interest in the vehicle before the car is sold." Ourisman Automotive Group is committing fraud. Ourisman is circumventing MD State Consumer Law. See upload Ourisman is selling car.

  Business Response

  Date: 03/24/2023

  The business provided a response via scanned copy of a PDF attachment on company letterhead.

  Customer Answer

  Date: 04/13/2023

  
  
  Better Business Bureau:
  
  
  I was finally paid, however, I
  was thinking Mr. W****** would have apologized for dragging a 30 year active
  duty 100% disabled five war combat Veteran through the mud, but this is indicative
  of his leadership principles; cover up the worst ethics I have experienced from
  a dealership in a 50 year run of buying new cars from companies who have “ethics”
  at the forefront of the operations philosophy and not lying as their principle leadership
  trait.  In contrast to the most
  disrespectful and unprofessional Ourisman experience from Bowing and the
  Clarksville Dodge dealerships, I sold a similar very expensive limited
  production Challenger Super Stock car to ***** ***** ** ******.  The entire process was completed in three days.  No lies, no bait and switch tactics, no rope-a-dope
  behavior from anyone at ***** ***** and I was notified daily of progress with
  lien pay off, etc.  How on earth a COO Mr.
  W****** gets involved in a low-level Customer Service issue is beyond belief, however,
  is telling of a company that micromanages as their principal trait of
  operations.  Mr. W****** who began swearing,
  threatening, and intimidating  me with
  words like “dangerous” had nothing to say about the lies from his
  personnel.  If you use the word “dangerous”
  one more time Mr. W******, I will file a Protection Order against you.  Mr. W****** uses threatening words to bully and
  tries his luck at scaring me, this is tell tale of the leadership Mr. W******
  exhibits that is at the heart of his leadership principles.  Mr. W******, do you like to be lied to?  Mr. W****** failed to discuss Customer
  Service as the crux of the matter with Ourisman personnel I dealt with which
  are liars, they use deception, and use bait and switch tactics, and their
  operations procedures are very questionable. 
  How can a company sell a car from their showroom on day three after the title
  was signed over without the loan paid off, the lien released from the lending
  institution, and a debt of $19,104.68 to the me the seller?  This is Fraud according to the Consumer
  Protection Division Offices I contacted.  Mr. W****** can site all the paperwork he
  wants to cover his company’s reputation for the incompetent salesmen I had the most
  unprofessional experience in a life time.  This is the ethos of the Ourisman personnel I
  dealt with. They lied to me for several
  weeks telling me the loan was paid off.  Mitch
  S******** and Jeff B******* both lied to me the day I signed the title over to
  Ourisman; they both said the check would be ready the very next day.  This is their bait and switch tactic to gaff
  off a seller for whatever reason.    
  
  
  
  Sincerely,
  
  
  
  ***** *****