ComplaintsforOurisman Chevrolet of Rockville

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/09/2021 I bought a ***** Trax from Ourisman Chevrolet of Rockville, MD. At the time I also purchased GAP Insurance and **************** Warranty. On 4/5/2023, I traded in said vehicle at ******** ****** of *******, **. On 4/12/2023 I spoke with a Hollywood ********* and he told me the amount I will receive is $1927 and another amount of $434 (via phone and text message, refer to attached files). On 4/13/2023 I was instructed by ******************************* to fill out the form online. I was not able to do so ( went in person to Ourisman Chevrolet to fill out a Cancellation Form. I was supposed to meet with *************************** in order to personally hand her the cancelation form. This was not possible so I left the documents with concierge. That same evening I email ****************** asking for confirmation that she did indeed receive said document. No response. I called and left messages on her machine and no response. I finally heard from here on 4/ 16/2023. I was told that my refund was already being processed and that it would take maximum on 30 days to get me refund. Per Hollywood "we pay these accounts out every 30 days, the way it works is that we submit the paperwork to Chevrolet HQ and they send ** a big check to cover a month's period of refunds, your money is within that check. Then we cut you a check for the refunds"Today (5/12/2023) to inquire on the status of the my refund. I spoke with ***************************** and she informed me that my refund had not yet been processed and that she would initiate said process. However it will take 4 - 6 weeks from today for me to get my refund. On 4/12/2023 I was told 30 days, now I have to wait an additional 30+ days in order to get my refund. I arrange all my bills so that I can pay them by 5/20/2023 (date chosen because I thought I would have my money as promised). Now I will have to default and pay interest because Ourisman Chevrolet of Rockville dropped the ball.

  Business response

  05/15/2023

  Dispute Resolution Team, 
  

  I have received and reviewed this complaint, When a customer cancels a finance product, the form is filled out and collected by a finance manager first. It is then marked as received and sent to our accounting team for processing in the order received. Our standard practice is we inform all customer's that it is a 4-6-week period for funds to be received. There are many steps in this process and under no circumstance could this ever be achieved in a guaranteed 30-day period. While we understand the frustration, there is nothing further we can do. His refund should be to him 2 weeks from 5/12/23, which is in our standard window for processing. 
  

  We consider this matter closed 
  

  General Manager 
  Ourisman Chevrolet of Rockville 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from them and was given a price for the truck tag and title. Now when my tags come they tell me i owe them about $500 because they made a mistake on the percentage and think i should pay for it. Called to speak to the manager and he said why should they have to pay for it when if they would have gave me the correct price i would have paid for it! What type of response is that and told me he tried to help by telling me that!!!!

  Business response

  02/09/2023

  Dear ***** ******, 
  

  This complaint is factual in nature. We use a DC provide Excise Tax Calculator to obtain fee structure as we are not licensed in the District of Columbia. The calculator did give us the 7% rate (which was charged to the customer) however when we processed and received the tag work back there was a C.O.D. of $491.84. We informed the customer and they did not agree- we waved the charged and the customer picked up their tags with no additional charge on 1/24/2023. 
  

  We consider this matter closed in full 
  

  Sincerely,

  ************ 
  General Manager 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 4, 2022: *** financial department called me to ask me if had illegally changed my address so they could issue me tags in another state because they sold me a car that couldn't pass inspection. ***y told me to find someone in ******** and use their address to register my title because the car could pass inspection in ******** and not in DC. ***y promised when I purchased the car that they would fix the brakes and the signal lights but when it came down to it they told me it would take too much to fix the signal lights and that I had to do it myself.I purchased this car June 30th it was totaled October 3. ***y refused to give me any type of warranty or gap insurance. I was there to purchase another car that I had already been approved for and signed documents for but they sold it to someone else.***y told me that was the only car they had in my price range.***y ran my credit 32 times to get me into this 2014 *** 228i that was so damaged it stalled on the highway and almost killed my son. Now the car is totaled. ***y never issued me tags and now saying because they registered the car in MD and not DC the tags were 600 more. ***y never told me this until I called about getting reimbursed for tags that were not ever issued to me.

  Business response

  10/10/2022

  Dear ***** ******: 
  

  I have received and reviewed this complaint 
  On 6/30/2022 ****** ***** did purchase a 2014 *** **** from our location. This vehicle had a valid Maryland State lnspection dated 6/03/2022 (see attached). When she purchased, we registered in DC which requires a valid DC inspection for us to be able to process tags. After she purchased there was an issue with a turn signal, she brought it back to us and we put new bulbs in for her. After that she had an additional bulb issue and it was found that the circuitry inside of that light housing had an issue and the entire housing would need to be replaced. Our pre-owned vehicles come with a 50-day 2,000 miles Powertrain warranty; this would not fall under that. We did offer to install new lights free of charge if she provided the parts to us. 
  As for the warranty and gap, she was offered all products and chose to purchase gap and a maintenance package. 
  ln response to the tag and title issue. We sold this vehicle, as previously noted, with a valid Maryland State lnspection. The issue she had after purchase apparently prevented her from obtaining a valid DC inspection. She did not take us up on our offer to install the lights at no cost. We reached out and asked if she had a valid Maryland address that we could use to re-do her paperwork so we could get her tags. She provided that address and we moved forward. Unfortunately, there were flags on her record in Maryland that prevented us from processing the tags. The taxes in Maryland were higher than DC and she would have been responsible for that delta. We applied the credit from the tags to pay her taxes to obtain a title on her behalf. 
  

  We consider this matter closed 
  

  Sincerely,
  Michael C**** 
  GeneraI Manager 
  Ourisman Chevrolet of Rockville
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/5/22, I noticed my Chevy **** was idling hard and shaking while driving. The traction light came on and the check engine light was blinking. My husband brought the car to ******* **** to get a diagnostic check. The result was that the main problem with the car was the fuel injectors. The next day (9/6/22) we took the car into the Dealership, Ourisman Chevy of Rockville, to get the car repaired. We picked up the car on 9/7/22. We were told the issue was fixed. They replaced the ignition coil & spark plugs and charged us $763.47. I thought it was strange that nothing was mentioned about the fuel injectors, but assumed that the mechanics knew what they were doing so I didn't question it. I drove the car but within a week I had the same problem as before. The traction light and the check engine light came on and the car was shaking again. Clearly, the mechanic did not fix the problem. I brought the car back on 9/14/22 and picked it up on 9/15/22. This time, the mechanic replaced 2 fuel injectors & 1 plug and this time charged me $607 (the original cost was $757, but I had a coupon for $150). I spoke with the mechanic who was nice and he tried to see if there were any other discounts he could provide in addition to the coupon. But I only got to use the $150 coupon. I believe I shouldn't have been charged for the first service on 9/7 since it didn't fix the car. Despite having paid $763, I ended up with the same exact mechanical issue as before. They only fixed the car the second time I brought it in. I would appreciate some sort of refund from the first service. Thank you for your time!

  Business response

  09/26/2022

  Dear ***** ******: 
  

  I have received and reviewed *********'s complaint. On 9/6/2022 we diagnosed her 2016 Chevrolet **** VIN *****************. At that time. the check engine light was present and scanned. The result was a code of ***** Cylinder 1 misfire detected. We followed protocol and replaced the coil pack and spark plugs. On her second visit to us (9/14/2022) the code detected was ***** Cylinder 3 Misfire Detected. At that point we followed the protocol of replacing injectors. 

  This process is known as a cascading diagnosis code. The Electronic Control Module is designed to trigger codes based on failures in a cascading method. This means that the ECM will trigger a code for the first failure detected and will not trigger a secondary code until the first failure has been resolved. In some cases, this process takes days or weeks depending on key cycles and driving habits. 

  I have attached the print outs of the scans performed with dates. We consider this matter closed. If there are any further questions, I am available to communicate directly with this customer. 
  

  Sincerely, 
  Michael C**** 
  General Manager 

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently took vehicle to Ourisman Chevy for issues with AC. We have a extended warranty (see attachment). Left car with them. They got approval from warranty to do the work. Service manager sent me and invoice to sign with no explanation and said I had to sign to pick up car. Went to pick up the car last night and there was a charge for $408. The workers last night could not tell me what it was for. I had to pay it to pick up the car. Reached out today to service advisor. He said the charge was for differences in parts and labor. He claimed that we spoke about this. That is not accurate. I did sign and invoice he said was required to pick up the car, but did not realize that I would need to pay anything since it was not discussed. I was away so everything was done by email- email chain attached. I called warranty company. They said that sometimes there are differences in prices of parts and they will approve price differences, but it requires the dealership to submit more paperwork. This was not done. You will see in the email chain that the service manager says that everything is covered. I tried to call the service manager, receptionist said he was un-available. She took a message but have not heard back. I think I should be reimbursed for the 408 dollars as my warranty covers the costs of repair. If there is a difference Ourisman should submit request to the warranty directly for additional cost. Warranty says they pay normal rate for parts and are not offering a lower reimbursement rate, rather the dealership is asking for a higher than MSRP rate. My experiences at Ourisman always seem to be require more money in the end, but I finally taking time to filed a complaint as this is predatory behavior. I should be refunded the money that was never discussed as all communications indicated that my repairs were under warranty.

  Business response

  08/13/2022

  Dear *** *******, 

  I have received your Better Business Bureau complaint and wanted to address your concerns.  When your vehicle was dropped off to our service department by your wife (******** *******) she was informed by Nick V****** that any differences in coverage would be have to be covered by you.  We did receive approval for most of the repair.  Our labor rate is published for all customers to see; however, some warranty companies do not reimburse the full rate for repairs.  In no way is this predatory, as the rate we charge is available for all to see.  If your warranty company doesn't reimburse for that amount that would be between you and them.  However, as a courtesy, my service manager extended you $300 as a goodwill gesture on 7/21/22 (which you accepted) as we are committed to our customers having as best an experience as possible. 

  Given the fact that we have already extended you goodwill, we consider this matter closed. 

  Should you have any further questions or concerns please do not hesitate to reach out to myself directly.  

  Sincerely, 

  Michael C. 

  General Manager

  Ourisman Chevrolet of Rockville

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2015 **** ***** ******** on October 31, 2021. Roughly a week later, I had a check engine light appear. I brought in and I was told I had an part that allows fumes to release was stuck open and it needed to be replaced, it was emitting fumes. The manager said he would be kind and replace it for no charge. This was confusing because I had the truck for only a week and was well within my 1200 miles after purchase. As I continued to drive the truck I noticed several other issues: all of the interior lights are out (it was sold like this), an entire light is missing from the rear inside door, when I turn on the air the car jerks and I have been waiting on my second key since the purchase of the vehicle. I was told they were running behind and someone would call me in regard to coming to me and make one...that was back in April. It seems as if this business purposefully ignores their calls or just allows the phone to ring. They definitely passed along this vehicle while knowing the issues it had, that were not regular wear and tear.

  Business response

  07/13/2022

  We were unaware that our customer was having these issues. I have reached out personally and these issues will be addressed. ****** has an appointment with the General Manager at 9am on July 20th to get closure on this. 

  Customer response

  07/25/2022

  [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

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ourisman and told them that my air conditioning condenser needed to be replaced. That is the service I believed they were providing for the price they asked me to sign for. Instead they replaced my air compressor (compressor vs condenser) and then later came back and said oh, it was you air condenser after all and used that as an opportunity to charge me more. They took this opportunity to perform $2,100 of unnecessary work on my car and, after that, deliver me the **** of $3361.74. This is predatory behavior and needs to be investigated.

  Business response

  06/15/2022

  6/14/2022 
  Dear **. ***** ****** – Dispute Resolution Team Leader 
  Thank you for your letter dated 6/13/2022. We would like to offer the following information: The customer asked Ourisman to evaluate the A/C system for not blowing cold air.  
  The customer also advised Ourisman that a prior shop had stated that the condenser was leaking. (see  attachment below)  
  We confirmed the customers concern and noted that the HVAC control module was also not  communicating. (These are the knobs inside the car you turn inside the vehicle to control the air, fan,  heat, and air temp.) 
  After verifying proper power and ground were correct to the HVAC module (knobs) we noted that the A/C  compressor was not operating at the time. This is typical when there is insufficient ***** pressure in the  system.  
  The client approved the replacement of the A/C condenser and HVAC module.  
  After the repairs were completed, our technician found that with proper pressure the compressor clutch  was still not engaging.  
  This is possible issue created from the system being run on insufficient *****.  
  We recommended to the client to replace the compressor and they approved the repairs. We completed and verified that the A/C system is now operating as designed.
  
  Each of these parts are dependent, linked together and each are required to make the A/C work as  designed. You cannot simply fix one of the three and hope the other items work. The process is to test  each component that has failed and replace them, in order to ensure the system works as designed. 
  Had we replaced them in reverse order, the compressor would not have worked due to the leak that  damaged the original. Without the knobs working in the vehicle, nothing would work. This repair was  completed properly and in the only logical order it could be completed. 
  We have attached documentation that each step was discussed and approved prior to the work  being performed. We do understand that repairs of this nature can be expensive and  frustrating. We do offer vehicle service contracts if the consumer would like to consider  protecting his investment. 
  Sincerely, 
  Michael C**** 
  General Manager
  
  

  Customer response

  06/20/2022

  [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:  This does not tell the entire story.  I said to *****: "I just came from another mechanic and they said the compressor needs to be replaced".  After diagnostics, I received a quote for $3600 include the compressor (which to me sounds the same as a condenser so I thought you were honoring my request), a modulator, the battery, and the world's most expensive tires.  I said no to the tires, so ***** scratched out the $3600 and wrote $2000 on the form.  The fact of the matter is you already knew what you were charging me when I walked in.  Why else would you quote me $3600, scratch it out, and then I end up paying $3600.  It was a bait and switch of $1400 worth of unnecessary work.  Especially since the first words out of my mouth were the condenser needs to be replaced.  And if this was the only logical way to go about diagnostics, I would assume the other mechanic followed the same process, but determined all of that other work was not necessary.  I trusted you because I had taken my car there before.  You took advantage of that, and in an age of social media I will make sure others know you exhibit predatory behavior like this.  

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

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from this facility in October 2021. They notified me that they would fill out and turn in the paper work for my tags and registration. It is now February 2022, I have gone through my second set of tags the state of MD only allows you two. When I called to get the status update I have spoken to several people including managers who have sent me to voicemail, have not called me back, I have tried to email them. When I called the MVD they notified me that Ourisman Rockville has not submitted any paper work for my car. It has gotten to the point where I've had to come in person to try to speak to a manager and he is not here. When I spoke to the person responsible for tags she said she didn't want to call me because she didn't want to have to tell me my tags still weren't ready. Now I have a car I cannot even drive, and I am paying for it monthly.

  Business response

  02/24/2022

  ***. ***********************,

  Thank you for reaching out and my apologies that you have not been able to reach the General Manager.  His name is Matt A******** and is private email is ********************.  You do not need to reach out to him as I will CC him on this response.  I have escalated this to find out the status of the MD MVA paperwork.  We will get you an update today and a tag if necessary so you can use your vehicle.  Please give us until later this afternoon to provide you with an update.  Thank you very much.  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2008 **** ******** from this dealership. They tried to add $2500 to the list price to cover expenses to get it through inspection. After them agreeing to buy it for the listed price, they told us it would be ready the next business day, it wasn't ready for 5 business days. I drove it home and the exhaust still had a hole, wiper blade not replaced, horn has no fuses and brake light came on. Never should have passed inspection. Re-inspected with MD state police. I do not want the same mechanic to work on it again. I want the dealership to pay for repairs and re-inspection at a place convenient to my home.

  Business response

  11/16/2021

  October 18, 2021 
  Dear *** ***** ****** 
  In reply to the complaint filed on October 27, 2021 by ***** *******, Ourisman Automotive takes customer satisfaction and transparency extremely seriously. Customer satisfaction and transparency with our consumers are practices we train and execute on daily. Upon purchasing the 2008 **** ******** vin# ending in ****** on October 15, 2021, *** ******* had some specific concerns regarding the safety inspection performed on the vehicle. To help alleviate those concerns, Ourisman offered to host a meeting with *** *******, the inspector and TFC. ****** of the Maryland State police department. During this meeting TFC ****** noted that Ourisman Automotive upheld the Maryland State Inspection guidelines. 
  Despite meeting our obligations under the state guidelines, and given the fact that customer service is always at the forefront of everything we do, we agreed to help *** ******* with some additional repairs. *** ******* has now received his vehicle back and is satisfied with all work performed. 
  If there are further concerns, *** ******* may contact me directly at the store to address and/or resolve them. 
  

  Very truly yours, 
  

  Ourisman Automotive Group

  James G******

• Initial Complaint

  09/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  9/23/2021 FALSE ADVERTISEMENT!!! I was on Ourisman Chevrolets website And saw a 2021 ***** four $64,330 so I contacted them and told them I was interested they told me to secure (have first dibs) The car I had to fill out a credit app, so I did when he called back he started saying that the car was $69,330 I immediately stopped him and said no your website says $64,330 after the $500 rebate he then stated that he can talk to his manager about the price he might not be able to eat for a few days but I'll get back with me. He got back with me and basically said if I'm not willing to pay the $69,330 then somebody else is. I stated that they ran my credit score on false advertisement I gave them my credit to run based on the price on their website. I then was connected to ***** who said that the website they put MSRP and when the car arrives they up at $5,000 so I told him I would buy the car while its in transit and somehow I was not able to do that either? No resolution was made.

  Business response

  10/19/2021

  October 18, 2021 
  

  Dear *** ***** ****** 
  

  In reply to the complaint filed on September 29, 2021 by ***** *****, Ourisman Automotive takes customer satisfaction and transparency extremely seriously. Customer satisfaction and transparency with our consumers are practices we train and execute on daily. Ourisman Automotive ensures everything is in writing and reviews all processes and documents with a customer prior to consummating a sale. On September 23, 2021, *** ***** initiated a conversation with our sales team at 10:10am, after submitting an internet inquiry on an in-transit unit. During this time period *** ***** confirmed the status of the vehicle, color, and disclosed she wanted to apply for financing. At 10:12am a member of our sales team forwarded *** ***** a link to be pre-approved. Upon receiving this link, *** ***** filled out the pre-approval and notified the sales team at 11:56am that it was completed. *** ***** asked if the vehicle was then "spoken for." The sales team notified her that it was not spoken for until the price was agreed upon and paperwork is signed” The sales team member then asked how much *** ***** was planning to put down towards the transaction and stated he we would obtain the financial structure from the sales management team. Upon doing so, he called *** ***** to provide her with the proposal. This proposal was not agreeable to *** *****. Ourisman Automotive has made it clear that we are willing to help *** ***** by offering her a brand new vehicle of her choosing at the advertised price but have not heard back from her at this juncture. 

  If there are further concerns, *** ***** may contact me directly at the store to address and/or resolve them. 
  

  Very truly yours, 
  Ourisman Automotive Group

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