Business Profile
New Car Dealers
Ourisman Volkswagen of RockvilleComplaints
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/19/2025
Type:Service or Repair IssuesStatus: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 did not buy a car. I literally went in to buy out my lease. My residual amount was approx $15k. He refused to give me paperwork even when I texted him asking for it - imagine agreeing to a loan without a single document proving you got a loan. Today, almost a month later, I still have no paperwork. I hunted down my loan using my CREDIT REPORT and discovered he charged me $23k.Customer Answer
Date: 06/19/2025
I've heard from a leader at the company and he is resolving the issue to my satisfaction. Please withdraw the complaint, with reservations. Their employee did nudge me toward a solution without providing documentation or paperwork that would help me understand/process what was being agreed upon. Thank you for your patience, please do not publicize this complaint.Business Response
Date: 06/27/2025
attachedInitial Complaint
Date:05/23/2025
Type:Service or Repair IssuesStatus: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 bought a car from Ourisman Volkswagen of Rockville in December. The price of the car was $******. I went over that and made sure of that several times with them before placing a down payment. I made a down payment of $3,000 for the taxes, tag, and title to make sure I only financed 26k. When I finally got the loan information in the mail it was for over ******. I contacted them immediately and have been trying for ever since to resolve my issue. They said it was because they added extra warranty/service contracts without me knowing, adding to over $5,000 to the loan after I told them countless times I did not want to finance anything over the ******. They even admitted it over the phone. I cant get them to respond to email. After months of calling every week and talking to their manager ***** to which he said he had no idea why it still wasnt fixed but to let him work on it. I called back when I didnt hear back and now ***** no longer works there and I still have no resolution. I have done everything to get this resolved and they continue to be unresponsive and pass me around from person to person when I call every week. I would go in person but Im in the military and I had to move to **********. Now They are unresponsive to phone and email. Over the time talked to ***** (their previous sals manager) ****, ***** (internet manager), **** or Will (their finance manager), and **** (sales associate). I just want them to refund the money of the contracts to the loan amount so I can pay the loan off.Business Response
Date: 05/26/2025
attachedInitial Complaint
Date:05/03/2025
Type:Product IssuesStatus: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 and was asked to return the following day due to some necessary work on the vehicle. However, when I arrived, not only had nothing been done, but the staff acted as though they were unaware of the purchase altogether. As a result, I was forced to wait unnecessarily while the matter was sorted ****** addition, I was informed that I would receive the appropriate tax documentation related to the purchasesomething I never received. I made multiple attempts to follow up by phone, and my husband even visited the dealership in person, yet we have continually been met with evasiveness, delays, or outright disregard. Despite our efforts, the tax deadline of April 15th has now passed without the receipt of any required forms. More recently, our calls have gone unanswered entirely.This level of neglect and lack of communication is unacceptable. I am requesting immediate resolution to this matter, including the prompt delivery of the necessary tax documentation. I hope to resolve this amicably and without further action. Please consider this a final request for cooperation.Business Response
Date: 05/06/2025
AttachedInitial Complaint
Date:02/18/2025
Type:Service or Repair IssuesStatus: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 am writing to formally express my dissatisfaction with the vehicle I purchased from your dealership on 07/23/2024 . The vehicle, a 2015 **** Escape SE (*****************), has become inoperable in less than ***** miles and only after 3-4 months of ownership. This situation has left me burdened with a $12,000 auto loan and the added financial strain of insuring a car I cannot ******** the time of purchase, I was not informed that the vehicle had previously failed inspection. Had I been made aware of this critical information, I would not have proceeded with the purchase. Additionally, after experiencing mechanical issues, I relied on my extended warranty for assistance. However, despite multiple attempts over a period of 2-3 months and extensive diagnostics performed by **** mechanics, my claim was denied by the warranty company.I believe this situation is unacceptable, and I am requesting immediate resolution in one of the following forms:A full refund of my purchase price and cancellation of the loan agreement.A replacement vehicle of equal value that is in safe and operable condition.Full coverage of the necessary repairs to restore the vehicle to a roadworthy condition.I request a response within 3-5 business days to discuss a resolution. Please contact me at your earliest convenience at ************ or *********************** I hope we can reach an amicable solution to this matter.Business Response
Date: 02/25/2025
AttachedInitial Complaint
Date:12/16/2024
Type:Product IssuesStatus:ResolvedMore 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 8/17/2024, we bought a Volkswagen iD.4 from **********************. We agreed to include a service contract called "Volkswagen Drive Easy" for an additional $1415. According to the contract, "You man cancel this Customer Agreement at any time."We decided that we did not want the service contract. Around August 26, I followed the instructions in the contract and sent a request to address in the contract. About 2 weeks later I called the customer service number and was told that it can take many weeks for the contract to make it to the administrator, so I should contact the dealership directly.On September 25, 2024, I visited the dealership in person and signed a "Customer Agreement Cancellation Request" for the service and told that it could take up to 45 days to process. The refund was to be sent to the bank holding the car loan.According the contract, in ********, the business has 45 days to process the cancellation or there is a 10% penalty per ******** is now 82 days since I signed the cancellation request with the dealership and 112 days since I sent the original request according to the contract instructions.I have contacted the general manager ***** **** by email on November 16th. He called me within a few hours of sending the message and assured me that the cancellation was processed. I emailed him again on December 9 and did not receive a response.The resolution I am seeking is for the refund to be issued.Business Response
Date: 12/20/2024
attachedCustomer Answer
Date: 01/18/2025
I am writing to confirm that Ourisman Volkswagen of Rockville tried to resolve my issue immediately after being contacted by the Better Business Bureau by mailing a refund check. The ***************** lost the letter and time was needed to verify that no one attempted to cash the refund check, cancel it, and reissue a new check.
I picked up the reissued refund check on January 18, 2025 and this completely resolves my complaint.
The general manager at Ourisman Volkswagen of Rockville was very responsive and professional throughout the process and I have no concerns about doing business with this dealership again.
Please confirm that the automatically generated resolution message will be removed and replaced with this response.
Thank you
Initial Complaint
Date:09/05/2024
Type:Sales and Advertising IssuesStatus: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 new car from Ourisman VW in Rockville, Md. on 5/30/2024 and was charged $120 registration fee, which in my state where the vehicle is registered is good for 3 years of registration but the dealership only registered my vehicle for one year. I feel that they owe me $80 or (2) more years registration. I have attached my purchase paperwork and my Delaware registration tat I just received yesterday the 3 of September.Business Response
Date: 09/30/2024
attachedInitial Complaint
Date:06/26/2024
Type:Service or Repair IssuesStatus: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 canceled my GAP insurance and my refund was sent to the dealership. I have called repeatedly and left messages for someone to call me back about processing my refund that they have received. As of today no one has called me back and I don't have my refund. I have spoke to *** in finance and the manager with no success in getting my refund as they keep stating someone will call me back. It has been four weeks since I started calling. I would like my refund asap.Business Response
Date: 07/18/2024
AttachedInitial Complaint
Date:06/11/2024
Type:Service or Repair IssuesStatus: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 leased a car from VW Rockville in September 2023. They are yet to provide me with proper registration and plates for my leased car. When leasing the car in September I told them that I needed it registered in ** in order to stay on my parents' insurance and provided them with all the proper documentation. After my second set of temp tags expired in January, they told me I would need my own insurance in order to have the car registered in my name. I immediately got insurance in my name, which was a $600 increase from what my parents were paying for our joint insurance. Even after providing my own insurance plan under my name, they are now telling me that I need to get it registered myself at a NY ***. I have gone to the *** on two separate occasions and have been unable to register it myself since it is the contractual responsibility of the dealership. For months now I have just been given the run around and it is now 9 months since I have leased my car from them and I am still without proper registration and license plates. I either need them to just get my car registered or reverse the lease since I cannot be driving around unregistered for this long. This dealership misrepresented the ease of having my car registered from the very beginning and is still continuing to waste my time as a result of their own mistake.Business Response
Date: 07/17/2024
AttachedInitial Complaint
Date:02/29/2024
Type:Billing IssuesStatus: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 VW Atlast from the dealership and they agreed to purchase my current vehicle, a 2019 Acura MDX which had a pay off $23,500. I signed my contract and handed them the keys to my Acura. They dragged their feet over 3 weeks and counting to pay off my acura despite having my pay off amount. Meanwhile, I have received numerous calls from Acura indicating they have not received their money. Now they are accessing my credit file with late payment which will lower my credit score. All of this is a direct result of Ourisman VW delay tactics and untrustworthy behaivor.Business Response
Date: 03/15/2024
AttachedInitial Complaint
Date:02/22/2024
Type:Sales and Advertising IssuesStatus:ResolvedMore 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.
We bought a Volkswagen Jetta 2023 at this dealership with finance. They sold us a gap insurance and service contract when doing finance, and guaranteed that both of them would be returned once the loan was paid in full. We paid off the loan the second month we bought the car, and sent an email with the cancellation form to the financial person, ************************* (I may be wrong about his last name), who then agreed to cancel both the gap insurance and service contract. We did receive the gap insurance in November, but the refund of the service contract has never been issued. Through several attempts of communicating with *** in person and by phone, though he promised us the money would be issued every time, I have had no success in getting the money back.Business Response
Date: 03/15/2024
AttachedBusiness Response
Date: 04/03/2024
attachedCustomer Answer
Date: 04/16/2024
[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.
Ourisman Volkswagen of Rockville is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
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