ComplaintsforOurisman Chevrolet Co. Inc.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/29/22 or about that time I went in the dealer ship to buy a vehicle and like the SUV and bought I put and extra wanranty on the vehicle totaling about $6,749.00 on 82 months I then a week or so latter thought about it and the wanranty was too expensive so I went back to the dealer an ask for it to be taken of the original months the sale guy for wanranty department said he would this was on l/21/23 I the about 2 months later I go to my credit union who financed the SUV they told me it was no canceled and that the dealer ship was supposed to give me the check to take back to credit union so they can take it off my financing but the did not I went so I waited I went back 4/28/23 to the dealer ship and they still will not take off the extra wanranty I went back to credit union and the dealer ship said they had personal changes and that person did not do it so I am please take it off but could not get no to help I spoke the finance manager and he told me he would fix it but nothing happened results are the sam'e,thanks for taking my complaint

  Business response

  05/26/2023

  Cancellation was processed by our offices on May 5th 2023, and the reimbursement was sent to *********** ******* Credit Union.  

  Thank you!

   

  Customer response

  05/31/2023

  [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,
  
  *********************
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 31, 2022 I had my 2016 ***** Accord at the Marlow Heights  Chevrolet Dealers repair shop, I went to the shop to check on my car and was told that they had not started on it at that time so I returned home and upon returning home as I am coming through the door I got a call from a salesman **********************************, don't know how he got my number but he called and told me that his manager had just checked with the repair shop and was told that my 2016 ***** was totaled and that if I could come in he may be able to work something out for me. Well I went to see him and he worked out one of the worst deals that I could have imagined, he charged me 38,000 for a 2020 ********* ****** and that wasn't even the worst part. The very next day I get a call from the repair shop telling me that the car was not totaled and that they would be starting the repairs once the parts came in. So the very next day I return to the dealership to tell them about the information that I got from the repair shop to let them know that I could not pay for the car because the ***** was not totaled as ** ******* told me. I was told then that there was nothing that they could do at that point, but maybe I should try selling the *****. And because of this fraudulent salesman I am having to pay two car payments because the Chevrolet ****** had to be returned and I am being charged for that car as well. I know times are hard but lying to customers to sale them a car is not the way to do business. This is one dealership that I can say I would never send anyone to buy a car. I would very much appreciate your help in resolving this matter. Thank you so very much *************************

  Business response

  05/03/2023

  Hello, I have attached two phone conversations that our Salesperson had with ************* prior to his purchase with ** on May 31, 2022.  Neither time did our Salesperson make reference to ***************** vehicle being totaled, and in fact asked ************* if he would consider trading in his current vehicle.  With this said we would be willing to purchase the 2016 ***** ****** from ************* if that would help his current situation.

  *********************** - GM

   

   

  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I TOOK MY TRUCK BACK TO THE SHOW ON 3-8-2023 BECAUSE THE CHECK ENGINE LIGHT CAME BACK ON I SPOKE WITH ***** HE SAID HE WAS GOING TO SCHEDULE FOR ME TO DROP IT OFF . I DROFF IT OFF ON3-22-2023 SO THEY CAN CHECK IT OUT AGAIN .ON 3-23-2023 ****** CALL ME TO PICK UP MY TRUCK WHEN I GOT THERE TO GET MY TRUCK I WAS WALKING AROUND TO GET IN MY TRUCK I NOTICE THAT MY TRUCK ON THE LEFT DRIVER SIDE HAD SOME DAMAGE SO I WENT BACK IN TO GET ****** SO THAT HE CAN SEE MY TRUCK . ****** CAME OUT TO LOOK AT MY TRUCK WE BOTH TOOK PICTURES HE SAID WE CAN FIX THAT FOR YOU BRING IT BACK . ON 4-6-2023 I TOOK MY TRUCK FOR THEM TO FIX IT THEY SAID IT WILL TAKE I HOURS BUT IT WAS WAS ONLY 30 MINUTES I COULDNT TELL THAT THEY DID ANYTHING TO THE TRUCK . I SPOKE WITH THE SUPERVISOR *** HE SAID I DONT THINK MY WORKER DID THAT CAUSE THEY DONT DO ANY WRONG DO IF YOU BUY THE BUMPER WE WILL PAINT IT THATS IT YOU CAN MAKE A PHONE CALL THATS THE BEST IDEA I CAN GIVE YOU

  Business response

  04/25/2023

  after inspecting the vehicle, it has damage all around vehicle including the bumper in question has scratches all over it as well as a large dent. Based on the amount of damage and scratches already on the bumper we do not feel there was any additional scratches done while in our possession. i did have our body shop buff the area as a good will offer. the customer was not happy with the results. i then offered that if she bought a new bumper i would pay to have it painted and put on the vehicle even though we do not believe it was damaged at our location. this also was not acceptable to the customer. We do value our customers and feel as if we went above and beyond to assist in taking care of their damaged bumper with no success.

  Customer response

  04/26/2023

  [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,
  
  ***************************
  

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my vehicle towed here after my wheel came off. They tried to 1. overcharge me & 2. charge me for an unnecessary repair. Their estimate is attached. My service advisor was Asia. Upon receiving the estimate, I called Asia 4-5 times before anybody even answered and I inquired why the labor for ONE axle was 6 hours and 6 studs for 4 hours. I worked in service for 3 years and I still deal with cars, I knew that labor time was nowhere near accurate. When someone finally answered the phone, it was the service manager, *****. I inquired about the labor guide they utilize. He said they used ********. Keep in mind ******** is just a guide, it can give or take a couple of hours. An axle is 1.5-2 hours a side, NOT 6 hours for 1. I asked if they could email me what ******** said and he and Asia said they would get back to me with it. **** called me back a few hours later and stated that she and ***** spoke with the GENERAL MANAGER, *****, and she relayed the message from him that (and I quote), we are not obligated to provide labor guides or standards and you can come pick up your vehicle. Were not servicing it. Instead of justifying their labor times, which they obviously knew was outrageous, they refused to work on the truck. I ended up calling and emailing ***** and ***** and they never responded. BUT GET THIS… the kicker, I had my vehicle towed to the Chevrolet dealer by my house… AND I DID NOT NEED AN AXLE. So not only did you attempt to overcharge for the axle, but nothing was wrong with it. Prior to me towing my vehicle to the other dealer, I inquired the labor time for the axle and explained what this dealer told me and THEY LAUGHED ! They said that was indeed outrageous and they quoted me for 2 hours. This is disgusting and disturbing behavior. For a general manager of a company to tell his employee to relay the message she did, SHAME ON YOU ***** ! Lastly, when my vehicle was being picked up, I was denied a copy of the repair order. Beware !

  Business response

  02/07/2023

  In response to Complaint ID #******** from *****************************. We try to assist all customers to the best of our ability. As a dealership we take pride in our work and are thankful for opportunities when a vehicle owner decides to contact us for service. As the service director with over 25 years in this business I can count on one hand the number of customers I have refused service too. Unfortunately, *************** falls into that category, as there were too many red flags on an older vehicle with no service history with us.  Aside from that I do not see any reason at this point to go into details as to why we decided not to assist her any further even though **************** continues to voice her displeasure of us on every possible platform she can. We are glad to hear that she has gotten it taken care of and wish her nothing but the best.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HELLO I HAD MY TRUCK TOWED TO OURISMAN CHEVROLET ON NOVEMBER 25 2022 BECAUSE IT’S WON’T STARTED.THE SERVICE GUY TIMOTHY D**** HAVEN’T BEEN UP FRONT WITH ME TRYING TO CHARGE ME FOR SOMETHING THEY DIDN’T DO KEEP TELLING ME ANYTHING EVER TIME I GO TO CHECK ON MY VEHICLE I SPOKE WITH HIS SUPERVISOR DAN B***** AND GET THE PROBLEM OUT OF HIM AS OF RIGHT NOW THEY STILL HAVE MY TRUCK THEY REALLY INCONVENIENT ME I REALLY NEED SOME HELP WITH DEALING WITH THEM SO THAT I CAN I GET MY TRUCK FIXS AND RETURN BACK TO ME PLEASE .I TRY TO TALK TO THE GENERAL MANAGER NO ONE NEVER CALL ME BACK I DON’T KNOW WANT TO DO AT THIS POINT

  Business response

  01/12/2023

    My name is Dan B****** and I am the service director at Ourisman Chevrolet of Marlow Heights MD. I am sending this email in response to Complaint ID#******** for ****** *******. The money customer is talking about  we advised her of is required by her extended vehicle service contract for tear of engine to cause of failure. We have advised customer that it is normal practice for extended warrantee companies to require tear down and it has to be authorized by the vehicle owner. We have advised **** ******* if her extended warranty covers the repairs then they will pay the tear down and any approved repairs. We have since got the approval from her warranty company to replace the engine assembly. Unfortunately as with many other items the engine was on national backorder and none were available. We have been in contact with *** ******* thru out this process. I did ask her even though I did not recommend if she wanted us to call her warranty company and see if they could provide a used engine. *** ******* declined to have a used engine put in and decided to wait on GM to supply us with an engine. I just spoke to her again today 01-12-2023 and advised her the factory has released an engine for her and we should receive it and get it installed for pick up by 01-20-2023. I have apologized on behalf of General Motors again for the delay in getting us the engine required to repair her vehicle. If you have any further question please feel free to reach out to me. Thank you again for your time and attention to this matter
  
  Dan B******
  Service Director Ourisman Chevrolet of Marlow Heights Md
  *********************

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2021 Chevy ******** three months after I purchased it the rear camera has been going out. Today the camera has been replaced 5 times and also today the camera is still not working. I have to loss days from work because they will not give me a loaner car.

  Business response

  11/16/2022

  We understand that ************* has had several issues with the rear camera and we have replaced it and associated parts in the past. Each time the camera is either operating as designed upon arrival or departure.  We do understand the frustration and if still experiencing a problem, we are happy to address it again, but we are not the one's to buy the vehicle back as the client desires. That would have be addressed with the manufacturer. 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a traveling electrician from Mississippi. I took my car in for an oil change and to check a noise coming from engine about September 21, 2022. They informed me the lifters had gone out of the truck. It took over 3 weeks for them to get an approval for my warranty company who paid the max of $7,500, which still leaves me with an out of pocket cost of roughly $2,000. Additionally, the representative, Kaleb had also attempted to add other things to the price that had nothing to do with my engine or *******, which would have had me out of much more. Without asking for clarification of the price, this would have never been understood and the additional charge would have stuck. The used engine finally arrived October 17, 2022 and I was informed it would take until October 27th to be installed. Keep in mind I am constantly having to call to inquire about the status and date of total repair with no follow-up at all from them, as well as having to find transportation for this long. Calling on yesterday the 27th and speaking again with Kaleb, he proceeds to tell me I will have to pay additional fees for the oil and other fluids that are needed to ensure the engine is working correctly, which obviously should have been already included in the $9,500 price and also meant my truck was still not ready as promised. They have extended the repair out to Monday the 31st now, which will put them over a month having my truck and me out of that much more money renting cars. Please help!

  Business response

  11/14/2022

   To whom it may concern,
  I am writing this email to respond to complaint ID #********. After speaking with the client and advising him that the major part of the delay is his extended warranty company he agreed and reported that he would take down the bad online review and retract this complaint. Customer advised us that his girlfriend is the one who submitted the complaint and he was unaware she did so. The customers warranty company  required us to tear down the engine to find the cause of failure. Once completed we had to wait for them to send an inspector to verify the cause of failure. Then the inspector had to submit his findings to an adjuster at the warranty company for review. Once they reviewed the inspectors report they decided to send us a used engine that we had to wait for. The customers warranty company had a max claim pay out, the additional funds the customer had to pay were the difference between the cost of repairs and the amount the warranty company maxed out at. Had the warranty company not had a max pay out the out of pocket expense to the customer would have been much less. Once we installed the warranty companies used engine it caused the engine light to come on. We did further diagnosis at no cost to customer and found the spark plugs in the used engine were bad, we replaced the spark plugs at no additional cost to the customer and retested the vehicle. All is now working and the vehicle released back to customer.
  

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with customer service regarding the maintenance and repairs of my vehicle VIN: *****************. On the following dates August 11, 2022, & August 16th,2022 we brought our vehicle to your shop to have the vehicle performed, after dropping off the vehicle we requested a loaner/vehicle, were given various excuses, and were denied each time we brought the vehicle to your dealership. There have been various communications and each time the customer service representative time has given different information. This is unacceptable when my warranty states that I am due to receive a loaner while our car is in repairs. We have brought our vehicle into your shop twice and now for the third time for the same repair, that too is unacceptable. I am communicating to you in writing to document my dissatisfaction, I don’t believe that any customer should be treated the way we are treated. The engine light has come back on for the third time. I am not a mechanic but apparently, the quick fixes are not doing the job. I am requesting that the necessary diagnostic be performed on my vehicle so that I will not contribute to miss time off work, pay for unnecessary transportation expenses, three not receive a rental or loaner that is under my contract, and four the mental anger that has shifted. And this is the reason I brought the vehicle to you in the first place. I am requesting a follow-up to my letter.

  Business response

  09/07/2022

  Received client's vehicle on 8/31, conducted strategy base diagnosis and eventually replaced the battery as it failed a load test, reflashed modules, and checked all connections and applied dielectric grease to all connections.  Test drove for 60 miles without an issue.  Vehicle deemed to be operating as designed and released back to client.

   

   

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3months ago i bought a 2022 ******* from sale member Zane . I was in a rush due to me having to go to work. Zane said my trade in car value was $6000, today my brand new car was service 2 days the same day for engine light. I am not comfortable with this car. Chevy is not helping me and i was mislead and am now forced to stay with this car i am not safe in. Please help me. I’m paying over $47,000, i did not know the up charge of almost $6,000 was added to the vehicle. I was very mislead and taken advantage of due to me being in a rush. There is no way i would’ve sold my car for less than $6,000. 

  Business response

  07/26/2022

  We are unfamiliar with any service related issues as client has not returned to our service center and appears to be servicing at another Chevrolet dealership.  If client it still having issues we are happy to assist.  We want the client to feel safe in the vehicle.

  Thank you.

   

   

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/22/22 I took my vehicle to the Chevy dealer for a diagnostic and they told me what the issue was. I paid for the problem to be fixed and picked up the vehicle on 3/31/22. Weeks later after some driving I noticed the same issue was reoccurring and took my vehicle back. I communicated what the issue was which was the previous issue that I had paid for and told them that I would like for them to fix the issue. The car is covered under a full warranty but they told me that they’d get in touch with the warranty company. The warranty company agreed to paying to get the vehicle fixed but they first needed the dealership to break down the engine because the issue was within the transmission. All services were paid and my vehicle still hasn’t been touched after being at the shop from 5/25/22 until now. I’ve spoken with Dan who is the service manager, Bobby Allen who is the service tech, and Kelly who is the assistant service manager. Kelly is extremely rude and they all lack the proper customer service skills and communication. They won’t call or give any updates every update I’ve received was from me calling them to get information on my vehicle. Money was spent and they still have my vehicle but nothing has been fixed and here it is 6weeks later. After mentioning that I’d pickup my vehicle they insisted that I’d need to pay $700 with no work done to the car. In every instance since my vehicle has been in their care somehow more money is being asked for with no services rendered. This vehicle is my primary form of transportation and I’ve been without it for going on 6weeks now. At this point I’m frustrated and I don’t know what other option I have at the point.

  Business response

  07/08/2022

  ---------- Forwarded message ---------
  From: Daniel B****** <**************@ourisman.com>
  Date: Fri, Jul 8, 2022 at 2:10 PM
  Subject: complaint id# ********: ******* *****
  To: [email protected] <[email protected]>
  Cc: KENNY P****** <************@ourisman.com>
  

  
  

  Good afternoon,

  This is Dan B****** and I am the service director at Ourisman Chevy of Marlow heights MD. I wanted to inform you that I have spoken to *** ***** and fully understand his concern. We have been working with *** ***** aftermarket extended warranty and have looked at and done preliminary diagnosis of his vehicle and found it has an internal transmission concern. The warranty company is requiring us to remove the transmission, take it apart to determine the cause of failure. There are a limited number of transmission techs that are certified to be able to perform this repair. We have *** ***** in line to be disassembled and will have that process done by Wednesday 7-13-2022. Once that is done we will call it into his warranty company and wait for there inspector to come out and verify cause of failure. Once inspection is complete the inspector will submit findings to the warranty claims adjuster, who in turn will make a decision and notify us of any approvals. That process can take several days, once and if approved we will order the parts as approved/required for repairs. I did apologized to *** ***** for the delays. If you have any question please feel free to give me a call.

  Dan B******

  Service Director
  Ourisman Chevy of Marlow heights

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