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:05/09/2025

  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.

  On 04/30/25 I took my car into the dealership because my windshield wiper switch was not working properly. I let the dealership know that I am under an extended warranty under the company ***** and the dealership employee ******* **** didn't tell me anything other than he will be contacting the warranty company. They had my car for little over a week and when I arrived to pickup the car he asked for my email address and then claimed I was approved for a loan for the amount of $2600 and did not give him permission to apply for a loan and I didn't agree to any of the estimates and I did not approve of any work without hearing from the warranty company. When the adjuster arrived they did not give any paper work or proof so I was denied and told in order to pick my car up I have to pay $764.54 in order to get my car. They claimed they sent a text to the phone number and the number listed in their file is incorrect. I am a senior and I felt pressured to pay because I needed my car to get around. They told me I was denied my warranty claim and my car had wires hanging out of it when I got it. I would like to get a full refund and file fraud against them for filing for a loan without my permission . I spoke to the supervisor and he said, he wasn't supposed to do that. I have a coupon that didn't use it and they didn't give it back.

  Business Response

  Date: 05/14/2025

  To Whom It May Concern, Complaint ID: ******** ****** ******* brought her vehicle to our dealership due to an issue with her windshield wipers. She informed us that she had an extended warranty through Tocco, and we submitted a claim on her behalf. The timeline of the warranty process was as follows: Day 1 The vehicle was dropped off, and Ms. ******* authorized diagnostic work. Day 2 The warranty company was contacted, and a claim was initiated. Day 3 An adjuster from the warranty company inspected the vehicle. Day 4 The warranty company completed its review and denied the claim. We were informed that the denial was based on the presence of a jumper wire and aftermarket switch that had previously been installed in the wiper system. These modifications voided coverage under the terms of her policy. The warranty provider did not share any inspection photos or a detailed report, only their decision. To assist Ms. ******* despite the denial, we installed a relay and wiper switch that she supplied, free of charge. We also applied a coupon she presented and extended it beyond its original value to reduce her final bill. Ms. ******* requested a rental vehicle and was advised in advance that her warranty provider would not cover rental costs unless the repair was approved. Her vehicle remained at our facility while we awaited the warranty companys response. There were no delays caused by our team.  Regarding the financing concern, Ms. ******* voluntarily provided her drivers license to our employee, ******* ****, to proceed with an application through ******. This interaction was recorded on video and was shown to her when she raised the issue. The video is available for review at the following link: Video Evidence At no time was financing processed without her knowledge or consent. Our dealership acted in good faith throughout this process. We provided services at no charge, honored her coupon at an increased value, and made every effort to communicate clearly regarding the warranty process. Based on the facts of the case and the accommodations made, we do not find a refund to be warranted. Very truly yours, ******* ******    General Manager  

  Customer Answer

  Date: 05/15/2025

  This is an investigation report from ********* after the dealership retaliated against me for filing this complaint. I received  a text message from **** who claims to be a manager stating I signed a contract for the loaner car and there was damages totaling to $1665 for a hub cap that I did not do and their two small scratches that I don't really know if I did it or not because upon getting the vehicle the sales person did a walk around and didn't inform of anything accept paying $40. ********* has agree that the damages was not my fault and I never gave my personal information for them to file the claim. The claim number is ***********. I am emotionally distressed about this and I will contact the police to file a police report for fraud please refund my money and I will see them in court if needed!

   

• Initial Complaint

  Date:04/08/2025

  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.

  I brought my 2019 ***** Cruze to Ourisman Chevrolet of Baltimore on 6/8/24 because the ** wasnt working. They recharged the system and told me it was fixed. By 6/10, it had failed again. They told me it was a faulty valve and replaced it. I picked the car up on 6/12 before moving to ******** for medical school. Two days later, the ** stopped working again.I called the dealership on 6/17 and arranged to bring the car back from ** since I had already invested money in the repair. I left my vehicle with them and paid nearly $400 in last-minute ****** tickets to get back and forth. On 7/2, they said the compressor and sensor needed to be replaced and quoted me ~$1,500. I approved the repair. They later told me they actually used a $3,000 part but would honor the quoted price. I picked the car up on 7/13. When I turned it on, the air was still warm, so they recharged the system again and assured me everything was fixed.Once again, the ** failed after just two days. I called on 7/29, 8/2, and 8/17 and either got no response or was told someone would call me back, which never happened. I eventually stopped trying because school had started. I was told the compressor repair came with a 1-year warranty, which is still valid as of April 2025, but I have not been able to get assistance. I tried again recently and still couldnt reach anyone or get my service records.Ive now spent over $2,500 for repairs (valve, sensor, and compressor) that never solved the issue. I was patient and gave them multiple opportunities to fix it, even traveling from out of state. Im requesting a full refund for the failed work. If the ** is still broken, then clearly the repairs didnt address the root issue, and I should not be responsible for paying for misdiagnosed and ineffective service.

  Business Response

  Date: 04/22/2025

  Dispute Resolution Team –
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.
  
  After reviewing the service records and speaking with our service team, here are the facts
  regarding Mr. *******’s visit:
  
  Mr. ******* originally came to us on June 8, 2024, with a concern that his air conditioning was
  not working. As standard procedure, we performed an evacuation and recharge with dye to
  diagnose the issue. When he returned two days later, we identified a leaking Schrader valve. We
  advised Mr. ******* that this repair was the starting point, and that further evaluation might be
  needed after addressing it, which is typical for A/C systems that can have multiple underlying
  issues.
  
  Following the valve replacement, we retested the system and found a restriction at the
  compressor outlet to the low side port. We then recommended replacing the compressor and
  low side sensor. Although the compressor was a significant cost, we goodwilled the compressor
  for Mr. *******, absorbing the part cost to help minimize his out-of-pocket expense. His total
  out-of-pocket cost ended up being approximately $1,900, not $2,500 as claimed.
  
  At all times, our team communicated the step-by-step process required for proper A/C diagnosis
  and repair. It's important to note that air conditioning systems sometimes require multiple stages
  of repair due to the complexity of the components and system interactions.
  
  Mr. *******’s vehicle was here only twice for this specific A/C issue, and in both cases, we
  addressed the identified problems thoroughly and professionally. We stand by the quality of our
  diagnosis and the repairs completed. Additionally, the compressor installation carried a one-
  year warranty, which remains valid until July 2025.
  
  We regret if Mr. ******* feels frustrated by the nature of the repairs, but based on the work
  performed and the goodwill assistance provided, we do not believe a refund is warranted.
  
  We are, however, happy to have Mr. ******* return for a complimentary inspection to confirm
  the current condition of the A/C system and verify the warranty coverage.
  
  Very truly yours,
  
  
  ***** ******
  Ourisman Chevrolet

  Customer Answer

  Date: 04/22/2025

  
  I am rejecting this response because:

  Thank you for the response from Ourisman Chevrolet. However, after reviewing both the dealerships service notes and the timeline of events, I strongly disagree with their assessment and respectfully request the BBBs continued assistance in resolving this.

  
  1. Initial *********************************************************start="595" data-end="598"> On June 7, 2024 (R.O. #*****), the dealership clearly stated:
  Performed a recover and found that no refrigerant was in the system. Performed an evac and recharge. Checked for leaks none found. Vehicle compressor engages.

  This note proves that:
  The compressor was functional
  No restrictions or mechanical failure were identified
  The system was deemed operational at that time
  Their claim in the BBB response that a restriction in the compressor outlet was found during a step-by-step process directly contradicts their own documentation.

  2. Misdiagnosis and ***********************************start="1220" data-end="1223"> On June 10, after replacing the low-pressure ******** valve (R.O. #*****), they released the car to me with no mention of a compressor failure. The A/C system again failed within 48 hours. Only after I returned the vehicle and authorized further work was the compressor suddenly diagnosed as restricted despite previously being functional.
  This is either:
  A delayed recognition of a previously missed issue (a diagnostic error), or
  A justification after-the-fact to charge for an unnecessary compressor replacement.
  Either way, this is not consistent with professional A/C diagnostic standards. If a restriction had truly existed, it should have been evident from day one.

  3. A/C **************************************************start="1977" data-end="1980"> Even after paying $1,404.28 for the repair, the A/C failed again within 2 days. This strongly suggests the real issue was never identified or fixed.

  4. Warranty Neglect & ***************************start="2186" data-end="2189"> I called the dealership on July 29, August 2, and August 17 all within the 90-day labor warranty. I either got no answer or was told Id receive a callback, which never came. I have since moved to ******** for medical school and have been left with a nonfunctional A/C system.

  5. EPA Violation and ***************************start="2528" data-end="2531"> The dealership recharged the A/C system multiple times despite a recurring leak, which is a potential violation of EPA 609 (prohibits knowingly recharging a leaking system without repair).
  
  I Am Again Requesting:
  A full refund of $1,900 for the ineffective and possibly unnecessary repairs
  Recognition of the still-valid parts warranty
  The option to have the vehicle serviced at a ** dealer near my new residence, without incurring additional out-of-pocket costs

  If this matter is not resolved through the BBB, I am prepared to pursue the issue via:
  Maryland small claims court
  The Maryland Attorney Generals Consumer Protection Division
  BBB AUTO LINE arbitration
  A formal escalation through ** with a full documentation packet

  I have acted in good faith and provided ample opportunity for this to be resolved. I request that the business honor the warranty and issue a refund for services that did not repair the vehicle.

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

  Customer Answer

  Date: 04/22/2025

  Correction and Additional Clarification Regarding My Previous Rebuttal

  Id like to correct a timeline detail in my initial rebuttal. After the valve repair on June 10, 2024 (R.O. #*****), the vehicle was not returned to me. The compressor issue was diagnosed during that same visit, and I approved the replacement afterward. I picked the car up on July 13, 2024, after both the valve and compressor had been replaced.
  However, my key concern remains unchanged: On June 7, 2024 (R.O. #*****), the dealership stated in the service record:
  Performed evac and recharge Compressor engages. No leaks found.

  This contradicts their BBB response, which claims a restriction in the compressor was identified as part of a logical, step-by-step process. If the compressor had truly been restricted or failing, it should have been evident on June 7. Their diagnosis changed only after the valve was replaced, which raises concern about whether the compressor replacement was truly necessary.
  Furthermore, I paid $1,404.28 for the valve and compressor repair. When I picked the vehicle up on July 13, the A/C was still blowing warm they recharged the system again and sent me off. The A/C failed again within 48 hours.

  I contacted the dealership on July 29, August 2, and August 17 all within the 90-day labor warranty period and received no meaningful follow-up.

  I also want to clarify the claim that the compressor was goodwilled. I was originally quoted ~$1,500 for the repair. Only after it was installed was I told the part actually cost over $3,000, but they would honor the original quote. That was a price correction, not a discretionary act of goodwill and it should not be presented as a favor to me.

  I again request a full refund of $1,900, acknowledgment of the still-active warranty, and the opportunity to have the vehicle inspected and serviced by a local ** dealer in ********. If this matter is not resolved, I will escalate to Maryland small claims court, BBB AUTO LINE, and the ********************************************************

  Business Response

  Date: 05/09/2025

  o the BBB,
  
  We have responded to this complaint twice and have addressed all concerns in good faith. At
  this time, we do not agree with the customer’s position and do not believe a refund is warranted.
  
  This matter is also being reviewed through the Maryland Attorney General’s Consumer
  Protection Division. We consider the BBB case closed on our end.
  
  
  
  Very truly yours,
  
  ******* ******
  General Manager

• Initial Complaint

  Date:02/06/2025

  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 brought my vehicle to the dealership in June 2024 for a diagnosis because it was driving weird and noise was heard from front of car. We were charged an engine diagnosis fee. The diagnosis was exhaust. Which we advised the noise was coming from the front not the back. We paid the $3500.00.About 2 weeks later the engine light came on again and was told it was transmission sensor not the engine. So paid another $1500. We brought the vehicle back Jan14th because it did not start and was told we need a new engine because the timing chain broke. This is a well taken care of 2015 Chevrolet Equinox with 72,708 miles. The dealership is not acknowledging the lack of diagnosis of the problem of when we brought the vehicle 2x before. If the engine diagnosis and the maintenance were done correctly then there should have been an indication that this may happen. I believe the dealership did not check the engine for issues in any of repairs. They told me that they cannot check the engine to see what was wrong. Then why was I charged for engine light review fee? Also, I got my vehicle towed to them my battery was working. I know for sure because the tow driver had to turn it on to place in Neutral. It was about 3 years old. After my vehicle was towed, they said I needed a new battery because the cables was disconnected. The battery was working before and during the tow. The General and Service Manager stated I would get a lower estimate but, after several emails and texts I never received the information. So I decided to come get my car towed to a different location. They lost but found my key and refused to bring the car up front. My daughter and I stood in the rain to help the tow driver figure out how to get his truck to the back to pull out the car. The new dealership stated that the engine failure could have been prevented with proper diagnosis.

  Business Response

  Date: 02/11/2025

  Dispute Resolution Team –
  
  We understand the clients’ concern in this matter. Extensive repairs on a vehicle can be
  extremely frustrating. In reviewing this case we can see that all repairs were the result of codes
  from the vehicles internal diagnostic systems. Each repair stands alone and does not indicate
  connective component failures. The vast majority of parts in an automobile work like a light
  bulb. There is no indication of failure and no way to anticipate failure. The timing chain
  especially is an internal engine component without internal sensors. There is no warning
  system which will tell us if and when it is going to fail. Like a light bulb, one day the parts is
  working and the next, it is not. We can offer the client a very sincere effort to make repairs as
  inexpensive as possible. Please have the client reach out to our General Manager, William
  M***** at wm*****@ourismancars.com.
  
  Very truly yours,
  
  Ourisman Automotive Management Group

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there were signs that something was wrong. The vehicle was n rought to the dealership to be reviewed. Although, as a custom er I explained the issue was from the issue. It was ignored and not checked as requested ans was given a reason that was not relevant to the issue. As a dealership an inspection of the area was not performed to even predispose the problem. A lot of monet was spent for an issue that should have been detected ar least 1 of the 3 to 4 visits. I was told a month ago that you were going to see what you can do with price. I received no response to my email. At this point, I am requesting reimbursement for the repairs that was not relevant to my complaint of repair or some type of confession due to the cost, inconvenience and stress this service department has caused. As a longtime customer, what is the point on pats thousands and thousands of dollars plan maintenance if you are not checking the engine. It's like going to a cardiologist and they tell you we do not check your heart if your shoes look good.

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

• Initial Complaint

  Date:01/09/2025

  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.

  Purchased a new 2024 Chevy Trax 12/07/24. The was sold as new. Noticed the driver's side stripping had defects, the windshield stripping had defects and the side mirrors were destroyed. Spoke to the salesman Chris, and sales manager Blake. Was told to bring the car to the dealership on 12/12/24 for the car to be corrected. I dropped the car off 12/11/24. Received a call saying it was fixed and parts have been ordered. Picked the car up 12/14/24. Arrived and the mirrors were not fixed but spray painted leaving black dots on the white paint. Blake told me he would order new mirrors and connecting pieces to fix the damage. The infotainment system now has yellow lines that should not be there I inquired about the chunks out the windshield stripping. Blake said if they fixed it, it would void the warranty. Contacted Chevy/GM about voiding the warranty and they are unsure why the dealership would say the warranty would be voided. Chevy/GM began reaching out to the dealership. The dealership has ignored GM for three weeks until today. Ourisman said the car hasn't been at the dealership since it was purchased in AUGUST. This car was sold as new so is it actually used? I purchased the car December 7, 2024. Why would fixing the windshield void the warranty? Why have the ordered parts not been ordered and fixed? Why is Ourisman ignoring Chevy/GM and me? Why wasn't my teacher incentive of $500 use towards the purchase?

  Business Response

  Date: 01/14/2025

  Dispute Resolution Team –
  
  We did agree to address the customers’ concerns she brought the vehicle by but had to wait on
  parts to arrive.
  
  We will reach out to her for follow up on the repair and see how she would like to proceed
  
  Very truly yours,
  
  Jay M******* General Manager

  Customer Answer

  Date: 01/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: According to GM the side mirrors have not been ordered which has been over a month. Also, GM/Chevy has tried several times to get an answer to why fixing the windshield stripping would void the warranty. Per GM the stripping should be fixed, and the warranty remain. GM/CHEVY was told by Ourisman the car hasn't been to the dealership since it was purchased in Aug. This purchase was not by me. I purchased in December.  Who purchased my new car in August? I've contacted the dealership a few times since the initial communication and have been unsuccessful in speaking to someone. Noone has responded to emails. When I call, I am told there isn't anyone available to speak to.  I feel this is another run around rather than a solution. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 01/22/2025

  This has not been resolved. I contacted the dealership today 1/22/25 @ 2:31pm. I was told a manager or Mike a new manager would contact me today. As of this moment I am still waiting for the stripping and both side mirrors to be replaced. I still dont have an answer why fixing the windshield stripping would void the warranty. 

• Initial Complaint

  Date:01/09/2025

  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've gone into this dealership (Ourisman ********* Security Blvd) multiple times throughout 2024. Throughout the year I went a total of around 40 days of not having my vehicle due to them wanting to check my car for oil consumption tests, etc. (5 times alone throughout the dates of 6/13/2024-9/14/2024 based on paperwork they've given me.)
  Each time they tell me they'll keep running oil consumption tests, I opened a case with ********* (manufacturer) due to the amount of times I haven't had my car and the issues the vehicle has caused me and they told me that they're unable to purchase the car back from me because this dealership hasn't told them that my vehicle is unfixable.
  This dealership still till this day (1/8/2025) is calling me to come into their dealership for oil changes/oil consumption tests instead of telling me what exactly is wrong with my car. They ask me to bring in my car every 1,000 miles which takes away from my work and other duties. The first time I came into this dealership for an oil consumption test was 5/30/2023 (based on paperwork I have from this dealership). Almost 20 months later and they still cannot figure out what's wrong with my car or why they need to keep running consumption tests.
  All the manufacturer wants to know is if it cannot be fixed to let them know so that they can take my vehicle back so it's not a burden. I'm including the amount of money I've paid in oil changes to this business in the past 18 months (from receipts I've kept, these are not all receipts) Thank you.

  Business Response

  Date: 01/15/2025

  Dispute Resolution Team –
  
  We will credit the customer the $398 and schedule an appointment to get a technician
  To make a proper diagnosis to determine the exact issue.
  
  
  Very truly yours,
  
  
  Jay M*******
  General Manager

• Initial Complaint

  Date:08/23/2024

  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.

  I purchased a vehicle through this dealership over a week ago. After having an unpleasant experience with the buying process initially, I signed a contract stating that I was turning in my leased vehicle with one payment left on it, but would not be financially responsible for it as they would take care of it since I was buying a car through them. I have requested 7 times now for written confirmation from the dealership that they have settled this with ********** Credit so I can confirm I am not on the hook for anything further related to the vehicle I turned in. ********** says they have not heard anything from them, and cannot close my account out until the dealership confirms these details. I cancelled my auto pay for the vehicle I turned in and still see an upcoming payment charge for the 5th of September. I do not want to have this payment counted against me and negatively impact my credit. I have tried calling several times, as well as emailing through the contact us page on the website and still have not heard a single thing. I am at the end of my patience and I am prepared to turn the vehicle back in to the dealership and request my old vehicle back if they do not handle this promptly. I have been very respectful and maintained a professional demeanor throughout this and I am very frustrated with the lack of transparency and communication. All I need is them to connect with ********** and confirm to me that I am not responsible moving forward and I will not be charged or penalized for anything related to the vehicle I traded in. If someone can please assist me with I would really appreciate it. Thank you in advance.

  Customer Answer

  Date: 08/23/2024

  Business reached out to me this morning to handle this. You can close this case. Thank you.

  Business Response

  Date: 08/27/2024

  We have sent the payoff for the customers vehicle and this should be resolved in a day or two once the bank deposits the check and clears the account.

• Initial Complaint

  Date:04/22/2024

  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.

  Car was vandalized 12/23 windshield and passenger seat damaged, estimator of collision center was originally refusing to repair, however insurance agreed for repairs, estimator took 4 months to repair with hesitation. Shortly after car vandalized I was in a car accident 02/10 lot of damages to front end, No response from collision to go over damages, car not even looked at until sitting for 36 days I called almost every day and was told someone would call back, I had to pay $2000 in car rental because insurance only coveted 30 days. When getting car back on 04/19. I noticed my car front window cracked. Estimator stated he denied repair because a pebble caused the crack, or I had something I window, none of which was true. The crack definitely was a result of the accident due to debris of brick and other particles hitting my car. This gentleman has caused great anxiety, a financial burden and now not completing the work. Driving around with a cracked windshield will cause being pulled over by the police. This has been an utterly disgusting how I have been treated. This gentleman and Ourisman Chevrolet is the absolute worst collision center I have ever experienced,
  This company has to take ownership in my repair being completed.

  Business Response

  Date: 04/25/2024

  
  I have received and reviewed this complaint. While we make every attempt to satisfy all
  customers, unfortunately we aren’t always able to. In this specific case there were many
  backordered parts associated with the repair. Our customer was not happy with the delays
  caused by the backordered parts, but she was made aware of these delays throughout the
  process of repair. As for the windshield, we were provided an insurance estimate covering the
  scope of repairs, the windshield was not included. When our customer picked up her car this
  was brought up and she was told that because we did not provide the estimate she would need
  to contact her insurance company directly. We consider this matter closed.
  
  Very truly yours,
  
  
  General Manager
  Ourisman

• Initial Complaint

  Date:03/12/2024

  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.

  I dropped my car off to get a estimate. I was specific when I drop my car off that they were to look at My car and tell me what's wrong.i told the lady to her face before I signed the paperwork not to do anymore on my car she agreed. Somebody made a mistake and they fixed the car and they won't give my car back till I pay 1400. The bad part is the sales lady Jordan was sitting right there they got her so scared she won't speck up. They tried to charge me for all the work until I told him I had the other work done else where. These people are crooks.

  Business Response

  Date: 03/22/2024

  Dispute Resolution Team –
  
  We appreciate the opportunity to address the concerns raised by Mr, ***** regarding the service
  provided to their vehicle.
  
  Upon reviewing the details of Mr. *****’s complaint, it's essential to clarify the circumstances
  surrounding the agreement for repair services. Mr. ***** signed a comprehensive service
  agreement upon dropping off their vehicle for an estimate. The agreement explicitly outlined
  the scope of work to be performed and the associated costs. Furthermore, this agreement was
  provided to Mr. ***** on the day of their visit to our office.
  
  We understand Mr. *****’s frustration with the situation; however, it's important to note that the
  service agreement was signed after a thorough discussion with our staff, including the
  understanding that no further work would be undertaken without explicit consent.
  Unfortunately, a misunderstanding seems to have occurred, resulting in additional repairs being
  carried out on the vehicle.
  
  Regarding the issue with our sales representative, Jordan, we take allegations of intimidation
  very seriously. We assure Mr. ***** that our staff is trained to uphold the highest standards of
  professionalism and customer service. We will investigate this matter internally to ensure that
  all our employees are adhering to our company's values and policies.
  
  We regret any inconvenience this situation may have caused Mr. *****. Our primary goal is to
  provide transparent and reliable service to all our customers. We are committed to resolving this
  matter amicably and would welcome the opportunity to discuss it further with Mr. ***** to find
  a satisfactory resolution.
  Please feel free to contact us directly at *****@Ourismancars.com to address any further
  concerns or to schedule a meeting to discuss this matter in detail.
  
  Very truly yours,
  
  Kunta M*******
  General Manager

• Initial Complaint

  Date:01/03/2024

  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.

  I have filed for a reimbursement for cancellation of GAP insurance on October 6, 2023 however, the dealership keeps giving me the run-around and won’t respond to messages or emails. I provided all the required documentation for the reimbursement and they keep telling me it’s been submitted. I have no other options at this point to get any response from them.

  Business Response

  Date: 01/09/2024

  Dear, Mr ******
  
  I hope this letter finds you well. We appreciate your patience and understanding regarding your
  concerns about the reimbursement for the cancellation of GAP insurance. We sincerely
  apologize for any inconvenience and frustration you have experienced during this process.
  
  Upon thorough investigation into your case, we discovered that the employee who was initially
  handling your reimbursement request is no longer with our company. We acknowledge the
  lapse in communication and the delays in addressing your concerns, and we sincerely apologize
  for any inconvenience this may have caused.
  
  As the General Manager, I want to assure you that we take your situation seriously, and we are
  committed to resolving it promptly. I will personally verify with our lender to confirm whether
  the reimbursement amount has been received. If, as you indicated, the amount has not been
  received, rest assured that I will expedite the processing of your reimbursement immediately.
  
  In the event that our lender confirms non-receipt of the reimbursement amount, I will ensure
  that the necessary steps are taken to process your reimbursement promptly. To rectify the delay,
  I will ensure that the reimbursement is backdated to the date of your cancellation, so you do not
  lose any more time.
  
  I understand the frustration you must be feeling, and I want to assure you that we are taking
  immediate action to address and resolve this matter. Communication is key, and I commit to
  keeping you informed of the progress until your reimbursement is successfully processed.
  
  Corporate Office • 807 Rockville Pike, Rockville, Maryland 20852 • (301) 424-5900
  
  If you have any further questions or concerns, please feel free to contact me directly at 240-******** or *****@Ourismancars. Your satisfaction is our top priority, and I appreciate your
  understanding as we work to bring this matter to a swift and satisfactory conclusion.
  
  Thank you for bringing this matter to our attention. We value your business and appreciate the
  opportunity to make this right for you.
  
  Sincerely,
  
  Kunta M********
  General Manager

• Initial Complaint

  Date:10/04/2023

  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.

  Absolutely horrible!!
  1. It’s impossible to get someone on the phone to schedule a service appointment.
  2. My car was ready for pick up on 10/28/23, however my husband and I were out of town. I told my service rep Luis that I would pick up my car when I am back in town. I received a phone call 10/3/23 at 4:53pm from Luis in a nervous sounding voice, that my car’s tire was taken off of my car (this afternoon) and that I may need to contact my insurance company for a claim. Luis conveniently left at 5:00pm.
  2. Upon arrival to the dealership I got there at 5:10pm within 15 minutes from the call that Luis made to me. I was told by the service manager Kyshia that Luis had left. I was then told Luis road pass my parked car earlier in the day, and noticed it looked “low”. Allegedly he took a closer look and notice my back left tire gone.
  3. I went to look at my car and noticed not only was the tire missing, but the
  Lugnuts Were placed on the ground and my rim was thrown in a different direction of my car. I was told that the lugnuts would need to be dusted for prints.
  4. I also questioned if the police were called and asked for an incident report. The managers told me that the police were not called and that they were doing an internal investigation. -which was very suspicious. I was told the cameras would need to be played back from Thursday until today Tuesday, I had to wait on a customer who was returning a loaner that evening to drop off the only loaner available. Once I received the loaner it was dirty and had no gas in it. I had to wait for staff to clean the car before using it. Later the evening I contacted Baltimore county police and explained what happened. I was told there was no police report filed from ourisman. I was informed by the officer there is LIVE 24 hour streaming on the cameras at this dealership, and that they are often called even if someone were to walk around the dealership parking lot at night or outside of operating hours within 20 minutes.

  Business Response

  Date: 10/06/2023

  Dear BBB –
  
  I understand the frustration a situation can cause for a client. Let me provide you with the facts of this scenario.
  
  1. It’s not impossible to get someone on the phone to schedule service. We service hundreds of customers monthly, and her service
  has already been completed. Like many businesses there can be times of heavy traffic which can slow communications, but this
  is not a complaint we receive regularly.
  
  2. Her vehicle was ready 9/28/2023 not 10/28/2023 as she mentioned. She did not pick up her vehicle when notified of its
  completion, which would have prevented this incident from occurring. She left it parked on our lot for an extra week.
  
  3. Our employee was not nervous when he made the call, rather empathetic as would be expected given the circumstances. It is
  unreasonable to try to place blame on someone just delivery the message.
  
  4. Employees are allowed to leave when their shift ends. They are not required to wait for consumers based on the
  consumer schedule. The employee’s manager was there to assist.
  
  5. There is nothing suspicious about calling the police and starting an investigation. In fact that effort would create the opposite
  impression in most minds. An investigation from authorities would external and external and internal considerations.
  
  6. We have a limited loaner fleet and to complain that she had to wait for a complimentary free car to use is unreasonable. We do
  not have unlimited automotive resources standing by nor is it fair to expect this. We feel the inclusion of a free loaner is above
  and beyond as if her car were vandalized at any other business, say a grocery store she would have to use her own insurance to get
  a rental.
  
  7. I reached out and spoke to this consumer offering empathy and resolution. Unfortunately, her focus is to place blame on our
  employees without cause or proof. I gave her a complimentary loaner and agreed to pay for the stolen rim and tire which should
  clearly be an insurance claim.
  
  Once the wheel and tires are completed, she can return our loaner, pay her service bill, there will be no discounts or adjustments after
  these false accusations.
  
  Kunta M********
  General Manager

  Customer Answer

  Date: 10/06/2023

  BBB, 
  Prior to scheduling my appointment with Ourisman on 9.28.23. I attempted to contact the dealership with no success days before my appointment. I can provide my cell phone call log if need be. At one point and time I did speak to the receptionist who told me she would pass on my information to a service rep, however I received no call back. I then called the dealership multiple times after that and finally reached Luis the service rep.  Luis was able to schedule my appointment which was days after my first attempt to reach anyone in service. I challenge anyone who is  reading this complaint to contact Ourisman for a service appointment and see if he/she are able to get in touch with anyone to test theory.
  As previously mentioned I was informed by the service managers the security footage would be reviewed. I have not gotten any update just excuses and explanations of the poor management. Also as previously mentioned, my husband and I were out of town due to a family passing, which is why I was not able to pick up the car until we came back in town. This was expressed to Luis, If the General manager can submit any statue of limitation policy  on how long a car that has been serviced by the dealership can sit in the lot, I would like to see that documentation. This speaks great volume regarding the lack of leadership and professionalism since I am the victim in this matter and have been treated very poorly. 
  Again the loaner car that was given to me was on “Empty”, it was dirty, and needed an oil change. I did not come to Ourisman to get a loaner car, I came for my battery. Providing a loaner was the least  Ourisman could do regarding this situation. 
  As of today 10/6/23 I did receive a phone call from Kyshia the professional service manager that my car is now ready. My appointment was on 9.28.23 however  due to the negligence of Ourisman and constant disappointment my car is now officially ready for pick up today 10/6/23. Hopefully my vehicle will be in full tact and all of the pieces of my car will be there upon arrival. I will follow up with BBB once my vehicle is back in my possession. Thank you for holding this business accountable and for your assistance during this horrible time for me and my family.