ComplaintsforOurisman Chevrolet of Rockville

• Initial Complaint

  08/31/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I leased a 2020 Chevy **** from Ourisman Chevrolet on Rockville Pike on November 24, 2020. I had a 2017 Chevy  **** leased from another local dealer and approached Ourisman three months prior to my 2017 lease running out since I wanted to have plenty of time to look for a new car in case there was an COVID uptick in the winter. I was told by the Ourisman dealership that they would make a great deal with me and that I could even return the lease early with no problem. I later found out, after the deal was long finished, that I was still being held responsible for the remainder of my old lease (approximately $625) for my previous car. Even though I had returned my car 3 months early. I NEVER would have done this -- or taken on a lease early! -- had I known I would be double charged for three months. ******** has a "pull-ahead" program and so that's the type of deal I thought we were getting. We are great customers and had never even had a late payment. We feel completely deceived.

  Business response

  09/08/2021

  To Whom it  May Concern,
  
  We made every attempt to validate this customer under the early pull ahead program. Unfortunately, this case did not qualify once General Motors got involved. As a valued customer of of Ourisman, we will absolutely take care of our customer. We will be furnishing a check today 9/8/2021 and sending this overnight to the customer.
  
  If there are any other questions or concerns, please do not hesitate to reach out to myself directly.
  
  Sincerely,
  
  ******* *****
  General Manager

  Customer response

  09/14/2021

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

  From: ******************************* <**********************>
  Date: Tue, Sep 14, 2021 at 11:20 AM
  Subject: Situation resolved
  To: <*********************************>
  
  Dear BBB,
  
  Our situation with the dealership has been resolved to our satisfaction
  
  Thank you,

• Initial Complaint

  07/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my vehicle 2008 Chevrolet Truck/ ********* towed to Ourisman because there was a noise coming from the engine, (I have a power train warranty) on On06/28/2021. I was told that the technician had to disassemble the complete engine top to bottom to find the problem. After several days, I was called, my vehicle was ready, I paid the $ 16330.89 which should have been a $100.00 Deductible. I picked up my truck and the a/a was not working. I left the truck there because the a/c was working before they worked on it. The next day I was called and was told I would have to pay for them to fix what they had broken. their website states their pride in customer satisfaction, I picked my vehicle because they already charged me too much for what they claimed was done.

  Business response

  08/06/2021

  June 14, 2021

  Dear *** ***** ******,

  In reply to the complaint filed on July 7, 2021 regarding *** ******* *****, Ourisman Automotive takes customer satisfaction and transparency extremely seriously. This is a practice that we train an execute on a daily basis. Ourisman Automotive insures everything is in writing and reviews all processes and documents with a consumer prior moving forward with any repair at our facility. *** *****'s vehicle was diagnosed to have bad lifters, we reached out to the extended warranty after performing the initial diagnosis to obtain coverage. The extended warranty approved the repair of the lifters but the policy did not cover certain components that were in need of replacement during the repair. Various one time use bolts, gaskets, fluids as well as the VLOM manifold which's job is to direct the flow of pressurized engine oil to the active fuel management intake and exhaust valve lifters. This part should be replaced if a lifter issue occurs according to the technician. 

  The extended warranty only was willing to pay 8.8 hours to replace the lifters and the additional components. We agreed on a rate of $144.73 for 17 hours (Which was for the replacement of the lifters, VLOM manifold and diagnosis) and informed the extended warranty the customer would be responsible for the difference of any non-covered labor or parts. *** ***** approved the repairs as well as the difference in cost not covered by extended warranty. 
  

  As far as *** *****'s AC not working after the engine repair, there is nothing the technician would have disrupted to do the repair of the lifters to then cause the AC to fail. 
  

  Additionally, if there are any other concerns with the vehicle that *** ***** has, he may contact me directly or anyone at the store level to address and or resolve them. 
  

  Very truly yours, 
  Ourisman Automotive Group

• Initial Complaint

  06/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On May 24, 2021, I visited the location interested in purchasing a vehicle because I had a preapproval with my credit union. The salesman and finance Dept kept asking me to run an application through their department to see if they could finance for me. I repeatedly told them no. So I ended up left without purchasing a vehicle because the two I was interested was sold. I never returned to that dealership. On May 27,2021, I purchased a vehicle with preapproval from my bank. On June 19th, I received a letter from ** financial informing me that Ourisman Chevrolet of Rockville ran my credit to financing a vehicle. I immediately contacted the salesman, the manager in the finance department, and the GM to inform them I didn't give them permission to run my credit for anything at the dealership. The finance manger said he would investigate and get back to me. As of June 24,2021, no response from the investigation has been provided.

  Business response

  06/30/2021

  June 28, 2021 
  

  Dear *** ***** ****** 

  In reply to the complaint filed on June 24, 2021 regarding *** ***** *******, Ourisman Automotive takes consumer compliance very seriously. This is a practice that we train an execute on a daily basis. Ourisman Automotive insures everything is in writing and reviews all pricing, steps and documents with a consumer prior to any action taken. No credit inquiry is initiated before a consumer having the opportunity to apply, review, ask questions, or gain a complete understanding of their transaction before moving forward. *** ******* currently has no application on file with us, and has not given us the opportunity to review her credit. All credit reviews initiated by Ourisman Automotive are notated on the credit bureau as "OURISMAN CHE" with a subcode of **********. 
  
  Additionally, We would be happy to provide *** ******* with a letter on our behalf stating as such so she may dispute any inquiry with any reporting agency's as she deems necessary. 
  

  Very truly yours, 
  James G

  Customer response

  07/07/2021

  [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

  05/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I found a vehicle i was interested in purchasing on Ourisman Chevrolet of Rockville's website. The price advertised on the dealer website was completely inaccurate and falsely displayed. I drove over 2 hours to the dealership due to the price advertised for this vehicle. When i arrive i was told that i did not qualify for the $5,987 "dealer discount" because i was not a "local and loyal Ourisman customer". I questioned this multiple times with my sales consultant as well as the sales managers, however i did still end up purchasing the vehicle. When i finally got home and did some further research on the "dealer discount" and found out the discount information clearly states " The Ourisman-Rockville discount is available to everyone, no restrictions apply". (see attached photo) I at this point contact the Sales manager and question was i was blatantly lied to and scammed out of $5,987 off the vehicle price.. His only response was "

  Business response

  06/28/2021

  June 28, 2021 
  

  Dear *** ***** ****** 
  

  In reply to the complaint filed on June 21, 2021 regarding *** ***** **********, Ourisman Automotive takes clarity and customer understanding seriously. This is a practice that we train an execute on a daily basis. Ourisman Automotive insures everything is in writing and reviews all pricing and documents with a consumer prior to them executing any document. No documents are signed without a consumer having the opportunity to review, ask questions, or gain a complete understanding of their transaction before moving forward. *** ********** in fact received a discount of $7,136 which was comprised of both a employee pricing and incentives mandated by the manufacture. 
  

  Additionally, if there are concerns *** ********** may still have, she may contact me directly or anyone at the store level to address and or resolve them. 
  

  Very truly yours, 
  

  James G.

*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. ↩