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Business Profile

New Car Dealers

Ourisman Of Frederick

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ourisman Of Frederick's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ourisman Of Frederick has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/09/2025

      Type:Sales and Advertising 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 pre-owned ****** BZ4X from Ourisman Motors of Frederick on 3/17/2025. The total price I paid to the dealer was $21,061.00, which included an $800 dealer fee and $400 shipping. Prior to completing the transaction, I explicitly asked about the vehicle's condition and was assured it was cosmetically and mechanically clean. Upon receiving and inspecting the vehicle, I discovered reconditioned chips on the driver door handle and rear passenger door, with noticeable paint mismatches. These cosmetic discrepancies were not disclosed during the purchasing process, despite my explicit inquiries about the cars condition. While the dealership has cited their standard reconditioning process, the severity of the touch-*** and visible paint mismatch significantly impact the car's value and appearance. The dealership has also mentioned that a charger was provided as part of the sale negotiation; however, this was unrelated to the cosmetic issues and does not address my concerns. I have reached out to the dealership multiple times to resolve this matter amicably, but they have declined to offer any compensation, stating their obligations as the seller were fulfilled. Desired Resolution:I am seeking monetary compensation of $1,000 to cover the cost of refinishing the reconditioned areas and addressing the paint mismatch. The condition of the vehicle was misrepresented during the sale, and this compensation is a fair resolution for the issue.

      Customer Answer

      Date: 04/12/2025

      Attached are some pictures of the chips and paint mismatch of the car that were not disclosed at the time of sale. 

      Business Response

      Date: 04/21/2025

      We have addressed this with Mr. ******** at length.  The preowned vehicle he purchased was correctly MD Inspected and reconditioned under our normal business model.  We listed the vehicle online with professional high resolution professionally taken pictures and offered the vehicle for sale.  We also provided Mr. ******** with a video of the entire car.  He purchased the vehicle.  We will not be compensating Mr. ******** in any way and we have been clear with him about that already. 

      Customer Answer

      Date: 04/21/2025

       
      Complaint: 23179290

      I respectfully reject Ourisman Motors of Fredericks response. While I appreciate that they provided professional photos and a video of the vehicle, nowhere in these materials do the reconditioned chips or paint mismatches appear, nor were they disclosed in any way prior to purchase.  

      When I directly asked, Is there anything wrong with the car? Any cigarette smell? Any issues whatsoever? I was assured that the car was in great shape, inspection and recondition complete. (see attached proof). At no point was I informed of the cosmetic discrepancies, despite asking for full transparency. It was only upon receiving the car that I discovered the noticeable touch-*** and paint mismatches, which impact the vehicle's value and appearance.  

      Ourisman Motors failed to disclose these flaws during the purchasing process, despite direct inquiries from me regarding the cars condition. This lack of transparency constitutes a misrepresentation of the vehicle's state, and I believe compensation is warranted for the undisclosed cosmetic issues.  

      I stand by my request for a fair resolution in the form of monetary compensation.

      Sincerely,

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

      Business Response

      Date: 04/22/2025

      Our position has not and will not change from our initial response.  

      Customer Answer

      Date: 04/22/2025

      Complaint: 23179290

      I respectfully reject Ourisman Motors of Frederick's response. Despite my direct inquiry before purchase, the dealership failed to disclose the cosmetic flaws, demonstrating poor transparency in the sales process.

      I stand by my fair request for compensation, as the condition of the vehicle was misrepresented prior to sale. This constitutes misrepresentation, a serious legal matter. Given the dealerships unwillingness to address this issue fairly, I am actively exploring arbitration options and considering publicly sharing my negative experience across multiple platforms to inform potential buyers about the dealership's dishonest sales tactics.

      The dealership's next response will determine my final course of action. If they acknowledge the issue and offer a reasonable resolution, I will gladly update my reviews to reflect a positive experience; based on truth and facts, of course. However, if they continue to dismiss my concerns, I will proceed with public negative reviews across multiple platforms and formally pursue arbitration.

      I strongly believe this case warrants arbitration and I will proceed accordingly.

      Sincerely,  
      ******** ********
    • Initial Complaint

      Date:09/19/2022

      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 2015 Mercedes SUV on Aug 31,2021 from Ourisman Audi Frederick, by Sept 18, 2022 had a Engine Light on. I got the reader code that stated it was an emmissions leak somewhere. Brought it over to Ourisman and was told by Chris ***** they wont do anything about it. Nothing about "hey lets figure out what is going on with the vehicle" straight into his robotic script of warranty expiration (which their warranty doesn't even cover emmission leaks). It is impossible that the vehicle passed Maryland Inspection emmissions with that leak. They wont even consider investigating the issue. They sold me a vehicle wish issues and have offered no solution.

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 11, 2022/10/11) */
      Gregory ******** *******************************
      9:01 AM (1 hour ago)
      to me

      This case should be closed. We resolved his issue, free of charge, immediately after he made contact with me.





      Greg ******** General Manager



      Ourisman Motors of Frederick, Inc.

      Audi Frederick

      Ourisman Volvo Cars of Frederick

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