Reviews

Review Details

• Review fromEvan T

  Date: 06/07/2025

  1 star
  The condition of new vehicles and customer service have greatly deteriorated at the dealership affecting all departments. The exception to this is ***** who is the only person who genuinely cares to resolve all of my issues , but the systemic problems at the dealership are beyond his control. The dealership is in shambles with no management, Loc is gone and there are many very frustrated staff who are treated poorly. These issues are seriously impacting customer service and the condition of new vehicles. I have been a loyal customer for many years and have leased 4 vehicles, including a new 2025 Mazda 3, which I regret leasing from you due to the horrible condition of the vehicle and the numerous problems encountered after the vehicle was leased . The vehicle had significant scratches all over the car, requiring the body shop to repair them. While the dealership tried to fix the scratches the car was returned to me with additional scratches. The car was sent back to be painted and for the third time the car had additional scratches that werent there before. I let my salesman know about it but the dealership seems incapable of providing a new vehicle in good condition. The additional scratches are either intentional or due to careless work . A new car should be an excellent condition with no scratches. Dont buy your vehicles here , they are not treated with any care or attention. **** from the finance department is another example of failed customer service . My tag were supposed to be transferred over to my prior tag . That never happened, I was given a new tag. A temporary tag was not provided by **** who assured me that it was not needed since the tag would transfer over. Therefore, for the last several weeks the car was driven illegally, which the dealership is responsible for. When **** was told about the error his response was he did not believe it. **** also doesnt return any phone calls. Lastly , on Friday two staff members refused to put a tag on my car.

• Review fromJessie C

  Date: 05/12/2025

  1 star
  The staff were rude, unprofessional, and negligent about following through with services I paid for until I hounded them multiple times. I wanted to get a refund on some extended services that I had signed up for, but didn't need. The numbers on the sales contract were also very fishy because they do not provide a fully itemized list of what you're actually paying for. One of the extended services was included in the vehicle price for no discernible reason. I had a friend who is an expert in financial fraud review the contract and he said it was fishy. I went back in person to the dealership 3 days later. The dealership agreed to refund the services and said that the refund from Fidelity would be processed in 4-6 weeks. 7 weeks later I followed up by emailing Loc, the general manager. I also called Fidelity about 5 minutes after I sent the email. ******** confirmed that the dealership never submitted the paperwork for the refund. I called them back 30 minutes later and apparently the dealership had *just* submitted it. If I had not followed up, I probably would have never gotten the refund even though I formally requested it and the dealership had us sign an official form. I had to get the car inspected in ** and send the inspection to the dealership so they could give me permanent tags and registration (a service that I paid for when purchasing the car). I emailed the inspection to Loc and didn't hear back for over a week. I called him and he said he never checks that email. He had me send it to his other email. 27 days later I followed up because I'd heard nothing. He informed me that the process was delayed because "I needed an emissions inspection." This car is only one year old VA law does not require emissions until the car is 4 years old. Someone who literally sells cars for a living should know this. I sent a legal letter of complaint, which finally resulted in getting everything resolved.

  Ourisman Mazda of Rockville

  Date: 06/13/2025

  ****** ******, thank you for taking the time to share your thoughtful feedback with us. We understand and regret the frustration you experienced during your recent visit. This is not the level of excellent customer service we are known for and strive to provide.
  
  We acknowledge that there were delays and miscommunication regarding your refund and registration, and we sincerely apologize for any inconveniences this caused. We will improve our communication moving forward to ensure a similar situation does not occur in the future. Thank you for helping us improve.
  
  According to our records, the requested refund has been processed and issued. In addition, your registration and inspection documentation have been completed. If you have any questions, concerns, or wish to discuss this matter further, please contact our General Manager, ******* ******, directly at *************************************** We are happy to assist.

• Review fromJacob N

  Date: 10/11/2024

  1 star
  Don't bother scheduling an appointment. It doesn't matter. Scheduled an 11:30 for an oil change. A 20 minute job, tops. Get quoted 3-4 hours. When I call in, they tell me it will be done by 5 at the latest. Service *** they said they had 50 appointments today. Their failure to schedule properly is forced upon every poor customer. Horrible service

  Ourisman Mazda of Rockville

  Date: 10/23/2024

  Thank you, ****, for sharing your experience with us. We sincerely apologize for the inconvenience you encountered during your recent visit.

  We schedule appointments to better manage our workload, but sometimes unexpected issues can arise that lead to delays in servicing other vehicles. While an oil change itself may only take about 20 minutes, the timing of completing prior repairs can affect when we can start on yours. We do our best to communicate any delays promptly and appreciate your patience, should they occur.
  

  We appreciate your understanding, and were glad we were able to meet our promise of having your vehicle ready by 5:00 PM. If you have any questions or wish to discuss further, please contact our General Manager, *** ******, directly at ****************************************************************.
  

• Review fromAlan S

  Date: 07/06/2024

  2 stars
  I scheduled appointment week in advance for an AC recharge and received confirmation of appointment. Brought vehicle and was told with no prior notice that they don't do AC recharge on Saturdays. Came back on Tuesday to have service done and left vehicle with them. Service took 3 days to be complete, was consistently given excuses on why it was not done day of. When car was returned, dash of my vehicle was popped off of the digital display. Car had no defect in that area when dropped off. They claimed it was due to extreme heat, which the car only sat outside due to them 3 days to complete service. Car has sat outside extreme heat ******* before and never had an issue. They offered to repair it for free which I agreed too. But upon pickup after this repair, the work was sloppy and glue now in front of digital display and creeping out of the edges of the dash. I have taken my car here for years, I will no longer use their service department again.

  Ourisman Mazda of Rockville

  Date: 07/11/2024

  ****, thank you for taking the time to share your feedback with us. We sincerely apologize for the lack of communication regarding our schedule. Additionally, we regret that we were unable to return your car to you in a timely manner. We strive to meet expectations and deliver services promptly. We will use your feedback to improve our services moving forward.
  

  Regarding the digital display, it appears that we did not conduct a thorough quality check. We would like to arrange for the pickup and repair of your vehicle at no cost to you. Please contact our General Manager, *******************, directly at ********************************** at your earliest convenience so we can schedule this appointment. We look forward to hearing from you.