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:06/04/2025

  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.

  FEBRUARY 16 2025 OURISMAN ****** FAIRFAX WAS PAID $13,000.00 TO PERFORM REPAIRS ON MY 2019 ZL1 CAMERO WHICH IS PART OF AN INSURANCE CLAIM WITH PROGRESSIVE. THE ISSUE IS THAT THEY HAVE HAD MY VEHICLE SINCE FEBRUARY AND AT THIS TIME THEY HAVE SENT MY CAR FROM OURISMAN ****** FAIRFAX TO OURISMAN GMC ********** PERFORMING REPAIRS BACK AND FORTH STILL WITH NO POSITIVE OUTCOME. PROGRESSIVE HAS PAID OUT DIFFERENT SUPPLEMENTAL PAYOUTS AND CLOSED THE CLAIM TWICE ONLY TO FIND OUT I STILL DO NOT HAVE MY VEHICLE AND THE ISSUES STILL ARE NOT FULLY RESOLVED. FROM WHAT I KNOW THEY ARE (AT TIMES) TRYING TO MITIGATE THE ISSUE ONLY TO HAVE TO RECANT THE PREVIOUS PROGNOSIS.

  Business Response

  Date: 06/24/2025

  Good morning, Our customer has picked up their vehicle and it's all completed. Thank you, **** *********

  Customer Answer

  Date: 06/27/2025

  [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: 23417619
  
  I am rejecting this response because: My issue was not simply about my car being returned to me there are damages and additional maintenance needed now since they were working on my vehicle which will cost me money to restore.  i require re-imbursement.
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/02/2025

  Tell us why here...We appreciate the opportunity to respond to Mr. ******* continued concerns.
  Ourisman ****** Fairfax was contracted to perform collision repairs on Mr. ******* 2019 Chevrolet Camaro ZL1 as part of a ********************* claim. The approved scope involved over $13,000 in structural, mechanical, and cosmetic repairs, including convertible top system components. Some specialized repairs were completed at Ourisman Chevrolet **********, part of our same dealer group, to ensure proper OEM procedures.
  Mr. ****** took delivery of the vehicle in June 2025 and acknowledged receipt via text message, expressing appreciation at that time. Days later, he raised concerns about paint overspray and a crack in a lower door molding, which was not a part replaced during the repair. We responded promptly and professionally, requesting photos and inviting him to bring the vehicle in for inspection so we could resolve the issue. As of today, he has not scheduled or completed a return visit for us to evaluate or address the concern.
  In a further effort to provide excellent customer service, we refunded Mr. ******* $500 insurance deductible in full, even though all approved repairs were completed according to OEM and insurance standards.
  We are still willing to inspect the molding concern as originally offered. However, no additional reimbursement is warranted at this time because:
  The customer has not returned for inspection or submitted documentation of damage or repair costs
  The molding in question was not part of the original replacement scope
  The completed work is documented, and delivery was accepted
  A full $500 refund has already been issued to the customer voluntarily
  ********************** ****** Fairfax stands behind its repairs and customer service. We remain available to Mr. ****** should he wish to bring the vehicle in for further inspection.
  Sincerely,
  ******* *****
  ***************************start="2201" data-end="2204"> Ourisman ****** Fairfax

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lodge a serious complaint regarding the service I have received at Ourisman Chevrolet Buick GMC, My experience has been deeply concerning and has resulted in significant inconvenience and frustration.On December 1, 2024, I took my car to the dealership due to a persistent oil leak. I had previously addressed this issue at a dealership in *********, **, in January 2024, where it was supposedly repaired under warranty. However, on November 29, 2024, I discovered the oil leak had returned and brought my car to Ourisman GMC.Subsequently, I was informed that I needed a new engine and that to receive assistance with the costs, I had to visit the ********************* to retrieve the necessary paperwork. I was offered a 30% discount on the engine price but was never provided with a loaner vehicle during this ******* of the end of December 2024, my car remained unfixed. By January 2025, I found my car completely dismantled, with parts scattered throughout the service area. I was informed that an engine had been ordered, and I was assured my car would be ready by February 7. However, despite repeated visits and inquiries, my car remained in the same disassembled condition.This entire experience has been unacceptable. The lack of communication, the prolonged delay, and the disarray in which my car has been left are deeply troubling.I called GMC several times, After further communication, I was informed that my engine needed to be replaced due to bad internal engine bearings. He promised to provide me with a loaner car since I had not received one for over 60 days. This situation has caused me significant distress and inconvenience. I request your assistance in addressing this matter and ensuring that Ourisman Chevrolet Buick GMC is held accountable for its poor service practices.

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This is the second time this has occurred with Ourisman ****** I dropped my car off and was told I would get it back the next day, as well, I would get constant updates. The following day, I waited until 1400, I called and was told to call back in 30 minutes. I called back in 45 minutes and was transferred to a voicemail. I left a voicemail and proceeded to call around 1630, at which point I was transferred all over the place, including the finance department. No one has an update on my vehicle, I do not know where my vehicle is at, nor anything regarding my vehicle. The service department is closed, and they have nothing to provide me in terms of information regarding my vehicle. This is unsat, lack of communication is terrible.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In early June, I purchased a truck from Ourisman Chevrolet. Im a single mom and I came with a solid job and good credit. I was met by several servicemen and sold a truck for $18,000. I told him I can only put down $500 they requested more money. I saw the car I asked for the car to be serviced before I finalized the purchased. I came back two weeks later. They told me the car was serviced and asked for another $1500. They said this included insurance and a full bumper to bumper warranty. They also said, it include my tags and plates. I requested help with the car three weeks later because the check engine light came on. I was told to take it to their service department, but their service department refused to service me. I was told to make an appointment with *******. Chevrolet refused to service my car 3 weeks after my purchase. The check engine light remains on, and I was told it would not pass emissions by third-party mechanics . I got several diagnostics and then requested that Ourisman take back their car . They refused to service and refused to keep the car . The car has not passed mission since July 2024 three weeks after purchase and only 3 days after I got the permanent tags . Ourisman Chevrolet has refused me any appointments for the car. Yeah, and still, they told me they serviced it before they gave it to me . My car has been at ******* for the last two weeks with the same issue that I told them was wrong in July. It will not run. It stopped working on November 3, 2024. Ourisman has still refused to look at my car or do any work to my purchased car. Telling me to have the warranty, fix it. No one at the shop hasnt reviewed my car. I havent had no vehicle for the last two weeks and now is asking me for $2000 to break down engine and have it put back together to have the warranty activated

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  August 27, 2024, service date for Buick La Crosse 2019 at Ourisman ***************************: Service complaint: brake warning issues & more sensors warnings for theft, no speed reading, or gas gage, and other sensor warnings include air bag, theft deterrent, Brake light warning sensor is on...no braking problems...I hear an electrical hum.Original quote was $747.00 the Labor fee was an astronomical charge of $1347.00. At that time, I in good faith paid the entire bill of $1495.14, because I needed time to evaluate the charges, which I did not have time to evaluate and did not want my car to be held for lack of payment thereof.***** ****** was an excellent service manager, and I do believe he tried to be apologetic when he presented me the bill.I tried to contact the service and business departments several times, finally ****** ******** forwarded the complain to Mr. ******** he returned my call and did not give me a reasonable explanation for the cost.I am a 69 year old woman, on a fixed social security income. The inflation of the Labor fee has cost me a financial set back.Please look into the matter asap and let me know how much should be refunded, after you examine the situation.Sincerely ****** ****** 202 255 9604 202 554 5863 **********************

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 (9-25-24) I took my vehicle (a 2014 Chevrolet Camaro) to the Ourisman Chevrolet Buick GMC of **********. I informed my tech advisor that neither the heat nor ac was operational. They ran diagnostics and two days later informed me that it would be $3k to fix the issue. I picked my car up on (10-1-24). It was a warm day so I didn't run the heat but the ac. Fast forward (10-7-24) and I didn't drive my car that weekend. I'm on my way to work and cut on the heat but the heat wouldn't work. Took my car back to the dealership on (10-9-24) only to find out (10-11-24) that they want another $3k for additional issues. What was the point of running disgnostics the first time if only to have me come back six days later and the issue hasn't been resolved. Not to mention I didn't drive the car the entire weekend. I've spoken/emailed the service advisor, the service supervisor, and general manager. The general manger has yet to respond and the service manager and advisor are advising me to get the additional services done. I would like my car repaired as they were originally supposed to repair it.

  Customer Answer

  Date: 11/13/2024

  BBB,

  I spoke with and emailed the supervisor of the service department, emailed the general manager, and emailed the service technician.  Ultimately nothing was done to resolve the issue and I have decided to take my business elsewhere. At this point I'd simply like to leave the lowest possible rating the BBB could give a company.  If you review the documentation that I initially sent you'd see that I stated there were issues with both the heat and a/c.  The a/c wasn't repaired and therefore their rating should be unsatisfactory from the BBB.

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 report ongoing issues with my vehicle, which has been in for repairs without leaving the establishment on four separate occasions at the service center. The repair history includes visits on February 12, 2024, April 8, 2024, May 8, 2024, and most recently on August 26, 2024.On September 18, 2024, we were informed that the vehicle was ready for pick-up. We retrieved it today and promptly submitted payment. However, upon leaving the premises, we experienced serious issues where the steering wheel began to lock up, the vehicle started to shake, and the dashboard screen completely turned off.The car has now been in the service center for over six months, and yet, it is still not fully repaired. In fact, new problems continue to arise each time its returned to us. During this period, I have been paying car payments and insurance for a vehicle I cannot use, which has added significant financial stress. I believe this situation is a direct result of negligence, and I expect to be compensated for these *********** addition, from the time the vehicle was turned in, almost ***** miles have been added to the odometer. This raises serious concerns about how the vehicle has been handled during the repair process. Furthermore, during the first attempt to pick up the vehicle, we found cigarette ashes in the left-side door handle and a lighter, even though we do not smoke. This is highly unprofessional and further adds to my dissatisfaction.Given the recurring issues, the prolonged repair timeline, and the financial burden this has caused me, I am requesting:1.A thorough inspection and comprehensive diagnosis of the vehicle at no additional cost.2.Compensation for the car payments and insurance premiums Ive been paying for a vehicle that has been in your care.3.An equivalent amount in liquidated damages for the pain and suffering caused by this situation.4.A permanent solution to ensure the vehicle is safe and reliable moving forward.

  Business Response

  Date: 10/09/2024

  To whom it may concern, I have attached an email thread we have with the client.  I see they sent you his portion of the email thread and did not send in our response to it.

  1) The client has a 6 year old vehicle with over ****** miles on it. There are different issues each time and there still will be failures to the vehicle.  It is a machine and machines fail without warning.

  2) The client had approved multiple extended test drives for over 50 miles each direction just so we could even diagnose their intermittent concern along with quality control test drives.

  3) We have provided the client with a comparable vehicle to drive the entire time we serviced their vehicle.  The client put almost the same amount of miles on our complimentary loaner vehicles while we performed diagnosis procedures and repair procedures.

  4) You will see in the attached, scanned email that we have offered reimbursement of $200 and we offered to go ahead and pay their speeding ticket that they received while in possession of our loaner.

  5) We have also requested their approval to replace the battery which has a cell that went bad in it. We offered this to the client on Friday September 20, 2024 at 12:13 pm.  We have just this afternoon received a response approving the battery.  We will have the battery installed tomorrow 10-10-2024 and perform final test drives.

  Customer Answer

  Date: 10/31/2024

  While I appreciate the provision of a loaner vehicle during the extended repair period, it does not excuse the excessive use of my vehicle or the extended time it had spent in the service department. The loaner vehicle was provided as a courtesy for the inconvenience caused by the prolonged repair timenot as an exchange for unlimited use of my personal vehicle. My car was entrusted to their care for specific repairs and went in for repairs four times consecutively without a break. Over the past six months, it has accumulated over ***** additional miles, far beyond any reasonable testing mileage. Additionally, on one of these occasions, no repairs were completed, and my car remained on their lot for two months without any progress. I would like to understand the reasonable excuse for leaving my vehicle unused for such an extended period.
  Moreover, I am extremely dissatisfied with the customer service I have experienced throughout this process. On the most recent occasion when I was called to pick up my car, I was promised that it would be cleaned before pickup. However, when I arrived, not only was it not washed, but the car also was not ready for pickup because the battery was dead. This raises further concerns about how long the vehicle was left sitting idle, leading to a dead battery. After jump-starting the car, I was later informed that it would require a new battery. This level of service falls far below my expectations and adds to my frustrations with this entire experience.
  Given these issues, I believe it is reasonable to expect compensation for the excessive mileage and wear added to my vehicle under your care, as well as for the time and inconvenience caused by the extended repair period and unsatisfactory service. Specifically, I am requesting:
  
  1.Compensation for the depreciation and additional wear due to the ***** miles added to my vehicle.
  2.Reimbursement for the cost of a new battery, should it be necessary, as well as any associated service charges.
  3.Compensation for the six months of inconvenience, including car payments and insurance costs for a vehicle that was not available for my use.
  
  The initial repair issues have been compounded by the extended time and excessive use, leading to further complications. I am seeking a clear explanation of the purpose and necessity of the miles accumulated on my vehicle during these six months, as well as a resolution for the time and mileage it has endured under your service. Please understand that my expectation was for my vehicle to be returned in the condition it was left with you, minus reasonable testing mileage.
  
  Thank you for your attention to this matter. I look forward to a satisfactory resolution, including the outlined compensation.
  
  Sincerely

  ******** Robinson 

  
  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 took my vehicle in for service on 7/23/2024. My electrical system was not functioning properly at that time. On 8/05/2024 I was notified that my vehicle was ready for me to pick it up. So I get there and pay for my vehicle been repaired. The cost was $1231.34. No more than 45 minutes later my vehicle is still having the same issues and others. The issue almost caused me to have an accident. So I returned my vehicle to the shop. For Ourisman ****************** to fix the original issue and now new ones. ***** even offered a loaner car. And they still have my vehicle and cant tell me why it not fixed yet. It been over a month and couple weeks since I originally brought my vehicle to them.

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was sold a lemon and Ourisman is not responding to calls. I purchased a used 2021 Buick Encore GX on 3/5/2024. Within two weeks the engine light came on. The service department did not have an appointment until 4/1/2024. When my vehicle was brought in for service I was told I would be placed on a wait list for a loaner. As a brand new customer who is already experiencing issues with their car, this was a bad first start. I called to speak with the sales manager (***************************) who didn't want anything to do with it and said I would need to speak with the service department even though her sales rep *** sold me a lemon. She informed me that she would speak with Q and give me a callback. I never heard back from her. I called the following day and asked to speak with Q and was informed he was no longer working there. I sent an email to the general manager (*****************) and he has not responded to this day. Since then the service department has mishandled my claims for the warranty and has advised us that they terminated the service rep ********* because she was mishandling claims. Throughout this time I have received limited to no communication regarding the status of my car. I was told by my new sales rep ********* that the manager would give me a call and still I have not received a call. I was sold a lemon and need a replacement. This is not a reputable company and they are not abiding by the lemon law.

• Initial Complaint

  Date:01/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Ourisman ***** of ******************** have had my car for over 30 days with no completion date. They lack communication and care. I've ask for a loaner car and has been unsuccessful