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:03/01/2025

  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 purchased a used 2013 ****** outback on Thursday 2/27/2025. I was given a Carfax report that was untruthful and was sold a vehicle under false pretenses/ false information that was documented. The report specifically says that the vehicles serpentine belt was replaced, and upon inspection my mechanic found that the belt had not been replaced any time recently. In addition, I was told by 2 different sales representatives that the mechanic replaced a timing belt in the vehicle, which is not true because there is no timing belt in this specific model. I was also told that the water pump was fine, that it was inspected by the dealership mechanic and did not need to be replaced. It was a lie that they looked at it, because it is required to take the engine of the car apart to do so, and I was told the mechanic never dismantled the engine to find such problem.

• Initial Complaint

  Date:06/19/2024

  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 have purchased a brand new vehicle 2024 tundra truck from Ourisman Fairfax Toyota paid about ******** to the vehicle. Went in for dash cam installation (where I had to visit twice as well) visit but caused a damages on the vehicle and dealer service director tried to handle the situation careless way but other service manager jumped in to the situation and after looking over my vehicle and listen to my concerns, HE stepped up and advised me to never take this vehicle now and assisted me with repairs. Today is day 2, my car is still at the dealer and no one have given me any explanation of the accident happened at the dealer involving my vehicle and kept mentioned my vehicle being under warranty. The brand new vehicle is in best condition out of manufacture factory. Now they are wearing and tearing off my vehicle. It was my hard working money earned, the dealership is not professionally handing and communicating with me at all. All they are doing now is finger pointing. General Manager is not at the location all the time according to my sale representative so no way of getting connected or reach out to the upper management. I am not satisfied with the vehicle and service so far received from this dealership. PLEASE SOMEONE CONTACT ME!! PLEASE! instead of stop making me leaving a voice messages.. Because of this terrible, exhausting and furiously upsetting outcome, I am unable to sleep and unable live normally. I paid ********* !! AND the car got damaged and handled aggressively at the shop LESS THAN 1 MONTH OLD.

• Initial Complaint

  Date:06/05/2024

  Type:Customer Service 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.

  contact person ************************* at Orizman Toyota Orizman Toyota coalition center painted the hood, roof,front fenders and blended the front doors as a recall from Toyota America.I received the car a month and half ago as you can see from the picture the paint on the hood is peeling off when i requested them to re painted they said we will only do touch up. If after 45 the paint is not holding up that means that it will all peel.I want the coalition center to repaint the hood and revise all the work that they have done to make sure that no other area will peel.

  Business Response

  Date: 06/14/2024

  Tell us why here...10245 Fairfax Blvd
  Fairfax, VA 22030
  Email: **************************************
  Phone: ************
  June 12, 2024
  Better Business Bureau
  *************, 10th Floor
  ******************************
  Phone: **************
  Fax: **************
  Email: *********************************
  Dear Dispute Resolution Team,
  Re: Response to Complaint from *****************************
  We are writing in response to the complaint submitted by ********************************* regarding the paintwork performed on his vehicle at Ourisman Toyotas collision center. We value our customers and strive to provide the highest quality service, and we appreciate the opportunity to address and resolve this issue.
  Background: Our records show that Mr. ********* vehicle was serviced as part of the Toyota ZKG customer support program approximately a month and a half ago, where we performed paintwork on the hood, roof, front fenders, and blended the front doors. We regret to hear that the paint on the hood has chipped, and that ******************** is dissatisfied with our initial offer to perform a touch-up.
  Clarification: Upon review of the photos submitted by ********************, we acknowledge the presence of chipped paint on the hood of his vehicle. These chips appear to be from road debris and show impact marks, indicating prior damage that *** have affected the integrity of the paintwork in that specific area.
  Resolution: While we understand the presence of chipped paint complicates the warranty of the paint on the hood, we remain committed to ensuring the overall satisfaction of our customers. Therefore, we are prepared to take the following actions:
  Inspection and Touch-Up: We will perform a thorough inspection of the affected areas, including the chipped paint, and provide necessary touch-*** to the paint on the hood.
  Inspection of Other Areas: Additionally, we will inspect all other areas that were painted (roof, front fenders, and blended front doors) to ensure there are no other issues with the paint. Any areas found to be problematic will be addressed and repaired accordingly.
  We understand the importance of delivering quality service, and we are dedicated to resolving this matter to Mr. ********* satisfaction.
  We apologize for any inconvenience this issue *** have caused and appreciate Mr. ********* understanding. Our customer service team will contact ******************** directly to arrange a convenient time for these inspections and touch-***.
  Thank you for your attention to this matter.
  Sincerely,
  *************************
  Collision Center Director
  Ourisman Automotive
  **************************************
  ************
  
  Customer Information: *****************************
  8737 Country Ln
  ********, ** 20110
  Daytime Phone: **************
  Email: ************************

  Business Response

  Date: 06/14/2024

  I want to make it clear that the damage occurred after we had painted the hood.   We are offering to touch up the hood as a courtesy.

• Initial Complaint

  Date:01/26/2024

  Type:Product 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 purchased my car in March 2023. Seven months later, the car kept saying I needed my engine coolant replaced. I replaced it twice. Two weeks later, the car over heated. I took it to a mechanic and they told me the engine in the car was a "junkyard" engine with wires hanging and connecting to nothing. They told me the engine needed to be replaced. I took the car back to Ourisman and they told me it needed a new engine. Why was I sold a car with a "junkyard" engine? I took the car to another mechanic and was told the engine and transmission were both junkyard parts. This is not okay. If I knew that these parts were junkyard parts, I would not have purchased the car. They charged me $12,000 for a car that has a junkyard engine and transmission. I believe I shouldnt be paying this much money on a ****** up car. I had to pay for the engine replacement out of pocket.

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  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.

  Ourisman Fairfax ran a hard credit check WITHOUT MY PERMISSION. I was told MULTIPLE times that my credit would not be ran because I did not need financing. I paid for the car with a personal check and even offered to pay the total in full with my credit card or my DEBIT card, alternatively I could have waited until the following day (a Monday) and picked up a certified check or I would have been fine leaving the car at the dealership until my check cleared to avoid this drop in my credit score.

  Customer Answer

  Date: 01/18/2024

  I'm currently working with ********************************* at Ourisman to try to see if she can resolve the issue. 

  Business Response

  Date: 02/05/2024

  We have been in contact with ****************** and have resolved this issue.   I respectfully request you close this complaint as resolved.  

  Customer Answer

  Date: 02/08/2024

  [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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/06/2023

  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.

  I took my car there, they charged my insurance but never completed the job. It took a month just to replace the bumper and condenser, however they never replaced the condenser as it appears the old one as it has scratches and still I hear the noise when I turn on the  AC. I talked to them but they never paid attention and yield on me. I want them to refund as I need to fix my car to take them to another bodyshop. I told them I will talk to BBB they said just go and talk to them we don't care.

  Business Response

  Date: 12/21/2023

  Dear BBB Dispute Resolution Team,
  
  Complaint ID ********; ***************************
  
  Thank you for notifying us regarding the customer's concern.We have thoroughly reviewed the reported issue involving a faint sound within their vehicle.
  
  As part of our commitment to resolving this matter, we are eagerly awaiting the customer's availability to address and assess the concern together. Our goal is to ensure their complete satisfaction by actively engaging in resolving this issue once the customer is able to join us.  We have a loaner reserved once the customer is available to minimize his inconvenience. 
  
  We understand the importance of addressing concerns promptly and are dedicated to reaching a mutually agreeable resolution as soon as possible.
  
  We appreciate the Better Business Bureau's support in facilitating communication between both parties and remain committed to upholding the standards set forth in addressing consumer inquiries.
  
  Please do not hesitate to reach out if further information or clarification is required regarding this matter.
  
  Sincerely,
  
  *************************;     
  Collision Director Ourisman Automotive
  **************************************

  Business Response

  Date: 01/03/2024

  I have included 2 photos the first showing the condenser when the car came in and after the condenser was replaced.  You can clearly see the bow in the first photo and the damage to the tubes and fins.  I believe the very faint sound the customer is hearing is refrigerant moving through the evaporator behind the dash.  This sound can only be heard while the car is stopped any accessories off and windows up.  

  After sitting with the customer and hearing the noise I asked him to when we could have his vehicle so that we could evacuate the A/C system and do a leak test to make sure everything is operating as it should.  He is suppose to return when has time and I have offered a loaner car while we complete this work.  This seems to be the only issue the customer has at this time.  

  The customer has done a credit card charge back for his deductible that is pending resolution.

  Customer Answer

  Date: 01/08/2024

  [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 b
  
   Complaint: ********
  
  I am rejecting this response because:

  That's true I sit with the bodyshop representative and he heard the voice. He stated he would call me to fix this issue, and he would provide a loaner car too. He never called me back to take my vehicle there and fix it. As I mentioned in the earlier complain against this business they are just playing with the feeling of the customers.  This noise tortures me as I have allergies with the noise and I mentioned to him, but he never took any action to fix it. Yes, I disputed my $500 deductible with my  credit card. And I cordially request you to refund me the full amount. The condenser they say they replaced it I can see the scratches which my old one had it. I need your assistance and help. This big businesses don't care and think they can do anything.  Thanks God we have BBB to ask about us. Thank you so.much. If I was wrong then how they heard the noise too, and they accepted that their is something wrong. And they accepted the responsibility but they will never fix it and will put the blame one me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/06/2023

  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.

  On 11/28/2021 I purchased a used 2012 ******* ****** with 126,082 miles. On 03/05/2022 we got first full synthetic oil change at dealership at 128,878 miles. On 06/21/2022 we got second full synthetic oil change at dealership at 132,551 miles. Before bringing into shop, we noticed oil was down a half quart when engine light went on. I filled it with same synthetic oil and a few days later took it to Ourisman. They said the oil was empty and said last person who serviced it didn't fill it with oil. I said it was Ourisman that filled it and he brushed me off and did diagnostic test which brought back nothing. I asked if it was covered under the Ourisman Lifetime Edge and they stated car was purchased AS-IS. Frustrated I left dealership knowing I purchased car with Ourisman Lefetime Edge that covers the engine as long as its maintained by Oursiman. The kicker is the car engine has a clunking rod issue due to the problem Ourisman said was bought AS -IS even with regular oil changes and many top offs. Lying and saying something is not under warranty is shady and bad practice. I just contacted Ourisman again and they say the same things it was bought AS-IS.

  Business Response

  Date: 11/21/2023

  ************** purchased a vehicle that did not come with a Lifetime Engine Guarantee. Qualifying used vehicles for the Lifetime Engine Guarantee would need to have less than 100k miles at time of sale and be 10 model years or less. ****************** vehicle had 126,020 miles on it at the time of purchase and was sold with multiple disclosures, which he signed and I have the original and an orignal copy, stating that the vehicle was being sold as-is with no warranty.  The forms with the disclosure and ****************** signature are the Buyer's Guide stating the vehicle is sold as-is with no warranty and the Virginia Buyer's Order also stating that the vehicle is being sold as-is requiring an additional signature which ************** signed.

  The necessary disclosures under Federal and Virginia Law were made to **. **********;on the 2012 ******* ****** with 126,020 at the time of purchase, and he signed those disclosures.

  Customer Answer

  Date: 11/25/2023

  [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: When someone buys a used car from a 'reputable source' its expected that the dealership would back up what they sell. It not like I am buying a car from a chop shop.  When I bought that car I had it checked with another garage which found brake, rotor and battery issues. These were all communicated to me they were replaced by the dealership. They did replace them but lessons learned. Not a trustworthy service department. 

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

• Initial Complaint

  Date:05/11/2023

  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.

  I bought a 2014 Toyota ***** in 2017. They showed me the car’s history report, saying it has NO ACCIDENT— its photo is attached. Few weeks ago, I realized the car had had an accident in 2014, i.e. almost 3 years before I bought it. That is, I bought the car based on FALSE INFORMATION. I contacted this place explaining my concerns to them and made an appointment to see the Sale’s Manager. I showed up, he wasn’t here. I accepted to reschedule our meeting for and showed up on time. Again I was told he’s not here and that I can come later. I showed up one more time and he was not there. Neither was the Branch Manager. The folks here, ***** ******* and ***** *******, are saying there’s nothing they can do because 1- It’s ******’ fault; and, 2- when I bought the car from this place in 2017, it was run by other people. Long story short, based on the FALSE INFORMATION that OURISMAN FAIRFAX TOYOTA provided me with, 1- I paid more than what the car was worth; 2- I paid interests on the extra amount of money I shouldn’t have paid to begin with; 3- I’m not eligible for any car's diminished value loss after this accident because of the accident that happened in 2014; and, most importantly, 4- I used this car to give rides to 1000s of **** and **** passengers including vulnerable people such as children and elderly without knowing my car’s structural and functional integrity may have been compromised during the unreported accident. I’ve shared my concerns with the folks at OURISMAN FAIRFAX TOYOTA. Instead of giving an apology and paying for all the losses I’m bearing, they evade to take a shred of responsibility. This is anything but fair. I’m losing money, energy, and time for their negligence and falls information.

  Business Response

  Date: 06/11/2023

  ---------- Forwarded message ---------
  From: ***************************** <*******************>
  Date: Fri, Jun 9, 2023 at 5:14 PM
  Subject: Complaint # ******** - ********
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Thank you for your letter regarding **. ***************************** On March 7, 2017 ******************** purchased a 2014 Toyota ***** with 21,557 miles from us.  At the time of purchase, we shared all of the information we had available on the vehicle with ******************** including a copy of the ****** that reflected no accident/damage reported to ******.   We offered a 3-day money back guarantee which provided ******************** the opportunity to have the vehicle inspected by an outside source. Prior to his most recent accident in March 2023, ******************** brought no issues to our attention regarding his 2017 purchase.

  
  

  We cannot speak on why the incident was not listed sooner on ******. We do know that there was no intentional false information provided by us to ********************, therefore, we respectfully decline ******************** request for a refund on his 2017 vehicle purchase.

  
  

  Respectfully, 

  *****************************

  Executive Office Manager
  

  Ourisman Fairfax Toyota

  ************
  

  Customer Answer

  Date: 06/16/2023

  [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:
  
  I bought a 2014 Toyota ***** on March 7, 2017 from Ourisman Fairfax Toyota. They showed me the cars history report, saying it has NO ACCIDENT its photo is attached. On March 24, 2023 my car was involved in an accident. The other party was found responsible and his insurance agreed to pay for the damage. However, they rejected my diminished value claim arguing my car had been involved in an accident in 2014, i.e. almost 3 years before I bought it. In other words, I bought the car based on a FALSE Information.

  I contacted Ourisman Fairfax Toyota, explaining my concerns to them and made an appointment to see the Sales Manager. I showed up, he wasn't here. I accepted to reschedule our meeting and showed up on time, once more. Again I was told he is not here and that I can come later. I showed up one more time and he was not there. Neither was the Branch Manager. The folks at this place first told there is nothing they can do because 1- Its Carfax fault; and, 2- when I bought the car from this place in 2017, it was run by other people. Then they offered me to “sue the **** out of” ******.

   Long story short, based on the FALSE information that OURISMAN FAIRFAX TOYOTA provided me with, 1- I paid more than what the car was worth; 2- I paid interests on the extra amount of money I shouldn't have paid to begin with; 3- I'm not eligible for any car's diminished value loss after this accident because of the accident that happened in 2014; and, most importantly, 4- I used this car to give rides to 1000s of **** and **** passengers including vulnerable people such as children and elderly without knowing my cars structural and functional integrity may have been compromised during the unreported accident.

  I shared all the above concerns with Ourisman Fairfax Toyota via a letter, too. In response, they rejected to bear any responsibility.
  This is anything but fair. I have lost money, energy, and time for a mistake that was done by someone else, not me.
  

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

• Initial Complaint

  Date:01/03/2023

  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.

  I brought my car to Ourisman Toyota dealership for an oil change. The service advisor told me that everything is fine after the oil change. However, I noticed that the coolant is empty the day after the oil change. I brought the car back to the dealership. The service advisor refilled the coolant and apologized the incident. I questioned him why he told me everything is fine after the oil change when the coolant is completely gone. He did not give any explanations. I noticed that the coolant level kept dropping after several days and observed there were liquid on the ground where the car is parked. I contacted the service advisor, and he said that I have to pay to diagnose the issue. There is no issues before the oil change and the dealership acknowledged it. Something happened while the car was in dealership. They need to own the issue and to get it fixed.

  Business Response

  Date: 01/21/2023

  THE SERVICE MANAGER HAS CONTACTED THE CUSTOMER TO FOLLOW UP. CUSTOMER HAS HAD HIS COOLANT LEAK REPAIRED AT ANOTHER FACILITY. THE VEHICLE WAS DIAGNOSED TO HAVE A LEAKING RADIATOR.

  SERVICE MANGER HAS APPOLOGIZED THAT THIS WAS MISSED DURING THE LAST OIL CHANGE. SERVICE MANAGER HAS OFFERED TO PERFORM THE NEXT OIL CHANGE AT NO CHARGE TO CUSTOMER.

  CUSTOMER IS SATISFIED WITH THE FOLLOW UP AND RESOLUTION.