ComplaintsforOurisman Chevrolet of Bowie

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/4/2023, took car to Ourisman because car would stall/cut off while idle at stop light. Ourisman informed cause was intake/exhaust solenoid. Repair complete. On 4/25/2023 took car back to Ourisman because car was still stalling/cutting off while idle at stop light. This time Ourisman replaced the purge and intake actuator for additional $881. Ourisman indicated the first repair would solve the problem and it didn't. Their missed misdiagnosis caused me an addition $881 for the same problem identified 4/4/2023. Seeking refund of $881

  Business response

  05/17/2023

  5/17/2023

  Dispute Resolution Team –
  Thank you for your communication regarding *** ********* complaint. In response I want to mention that I have not heard from the client as to their concern regarding our diagnosis and respective repairs. This vehicle first came in with codes for intake and exhaust cam solenoids, which we replaced with the client’s approval. The second visit revealed a cascading failure which is common as most parts rely on the working function of neighboring parts to function properly. The actuator was worn due to the failing solenoids but that cannot be determined until the initial repair is performed. This is not always the case of course. In this case the newly replaced solenoids working properly increased stress on the actuator that was already worn and caused that eventual failure to reveal itself at 503 miles. The customer agreed to the repairs and never asked to speak with management for assistance. I am available for a conversation via cell phone … ###-###-####.

  Very truly yours,
  ******* *****
  Ourisman Bowie Chevrolet

  Customer response

  05/26/2023

  [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 did notify a management/representative agent when I brought the car back to Ourisman for warranty service because the concern and issue identified during my first visit was not corrected. I was assured by the service advisor who is a management agent/representative for ourisman during the first service, the issue with stalling and cutttin off was resolved with the first repair.  That was not the case

  Regards,
  
  *****/***************************

  Business response

  06/01/2023

  6/1/2023

  Dispute Resolution Team –
  Thank you for your continued support. We have resolved with the client in the amount of a $400 refund on work performed. We now consider this concern finalized.
  

  Very truly yours,
  ******* *****
  Ourisman Bowie Chevrolet

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept.29th my wife took my 2019 GMC ******* in to get an oil change. She also order a new key that was supposed to be covered 100% under my warranty. However; my wife had to pay a portion for the key. On Oct. 6th while driving to work my truck started to jerk and it turned off. I could not turn it back on, so I got my truck towed to Ourisman Chevy of Bowie because that is where I had received my oil change. I was told that my Service Advisor was *****. This was the same advisor that I had when I had gotten my oil change. I had not heard anything from ***** for 3 days. I finally got in contact with him. He stated that a valve had broken and I needed a new engine. I asked him to explain and did not give an explanation. I called the next day to speak with a manager. ******* the Service Manager stated that he would look into it and give me a call back. We never received a call back. My wife and I went in person to speak with ***** on Oct. 10th. He said let me get the tech that worked on your car. He then came back and said that the tech had left for the day. Another male came out and explained that the valve had broken. I asked him to explain how this usually happens. He explained the lack of lubrication is the cause. Not understanding how there was a lack of lubrication if an oil change had just been performed on Sept. 30th. I asked to speak with a manager. The service manager had left so we had spoken to ***** the Sales Manager. On this day we asked why they weren't responsible. We gave our warranty information to ***** and *****. Did not hear anything until we went back to the dealership on 11/7. At this time ***** told us that he had contacted the warranty company and was waiting to hear back. We have spoken with our warranty company ************** (****** ************** They have tried to reach ***** to get the engine inspected but he has not been answering nor returning calls. My truck has been there for over a month. I have had to pay for a rental for 3 weeks.

  Business response

  11/29/2022

  11/28/2022

  Dispute Resolution Team –
  
  We are in receipt of the complaint file by ******** *******.   During some back and forth while we looked for ways to resolve the concern with the client, we found that there was an extended service contract attached to the VIN.  Through proper and normal coverage submissions the service contract company has agreed to provide coverage under their contracted terms for the client.  The engine was then ordered, has arrived and is in the process of replacement using our certified technicians.  We will contact the client upon completion.                   
  
  Very truly yours,
  
                                                            Brad H*******
                                                            Ourisman Chevy Bowie

  Customer response

  12/05/2022

  [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: There are some things that aren't true about your statement.  In October we gave your service technician our warranty information.  The company should have been contacted in October.  Once,  I arrived back to the dealership, after calling to speak with the Service Manager with no response for several days,  I waa told by the Service technician that the engine had been ordered. This was not true because I had spoken to my warranty company after leaving that day and they told me that they'd been trying to reach him, with no response.  As of today, Dec. 5th Ourisman of Bowie has had my truck for 2 months. I was told by my warranty company that they sent out the engine on Dec. 1st. I would like to be reimbursed by the dealership for the 3 weeks of a rental vehicle totaling almost 1,000. I was told by GMC that the rental/ loaner car was at the discretion of the manager.  *********** manager,  very rudely in tone and demenor, told me that I could not get a loaner car. I would not have had to get a rental if the engine was ordered in October and the communication from your service technician was truthful and accurate. 
  
  Regards,
  
  *******************************
  

  Business response

  12/19/2022

  Dispute Resolution Team

  Ourisman Chevrolet of Bowie fixed ******** *******'s vehicle on Friday Dec.9th 2022, 
  We also waived the deductible, from the warranty company in goodwill for the problems that 
  She dealt with while her vehicle, was in our service dept. She is happy and her vehicle is running fine. 
  We consider this matter closed. 
  

  Brad H******* VP of Ourisman Bowie 
  
  

  Customer response

  12/20/2022

  [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:

  
  

  Once again **. ** of Ourisman of Bowie,  you are not entirely accurate and truthful in your response.  Yes, my vehicle was picked up on Dec.9, 2022 and you paid my deductible (which was $100),  not sure if it was out of  "goodwill" because my vehicle sat at your dealership for 2 months.  However; my vehicle was not completely fixed. The day I picked up the truck there were a few things that were not right with my vehicle.  There was a warning light on in the truck ( picture attached) .  I was told that " it's ok just don't park on any heels". That isn't safe.  The truck was taken back to get looked at and the light went off. I was told by your service tech that I may need to replace the battery but no time soon. I also noticed a razor rust stain on the driver's side of my hood. I told your Lane Manager and still as of Dec. 21, 2022, I have not heard anything regarding how it will be fixed.  The very next day my vehicle would not start and many more lights appeared on the dashboard ( picture attached). I returned that next day to be told that my battery had a dead cell. Before my vehicle was serviced there was nothing wrong with the battery nor the truck before we got an oil change on September 30, 2022. 

  
  

  Just a suggestion,  reach out to the actual customer. Do not say "she is happy and vehicle is running fine" when you are not sure that the statement is accurate.  

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

  Business response

  01/23/2023

  01/23/2023 
  
  Dispute Resolution Team- 
  I spoke to **** *******'s wife this morning, she brought her vehicle in and I had the concerns addressed shortly after she arrived. The work was done where the paint was compromised, Ourisman Chevrolet of Bowie considers the matter closed. Pictures attached, from the work performed today. 
  

  Very Truly yours, 
  Brad H******* 
  Ourisman Chevy of Bowie

  Customer response

  01/31/2023

  [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 the service of fixing the rust stain that was done while in the care of the dealership has been fixed.  I wished that the Vp was informed sooner of our issues with the dealership.  My wife stated that he was very different from the staff in the service department.  Unfortunately, we will not patronize this location ever again. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, this is in regards to the Ourisman Chevrolet in Bowie, ********.In July I got into an accident where someone hit the side of my Jeep. I had it towed to the closest dealership which was this one the very same day. 2 weeks went by with no communication from the dealership about the status of my vehicle and when i finally was able to reach out myself they told me that they never sent me a repair authorization form so that they could check anything with my vehicle. 2 weeks. I ALSO was up there physically in person weeks prior to drop the keys to my vehicle off and still this information was not told. So they had to email me the form while I was at work to fill it out. Then came the situation with my rental vehicle. Since the incident OURSIMAN CHEVROLET had agreed to pay for the rest of the rental cost that I would be responsible for after my insurance coverage ended because of the delay. I have proof of these promises as well and receipts from enterprise about these payments. However the issue is running into the fact that enterprise still charged me $500 and says that oursiman owes them but Ive been calling and calling. Every time *********************** answers and says he would get back to me he does not. I have not had any solutions to this issue and in 4 days they are going to take $500 back out of my account because I disputed it with navy federal but only received a partial refund. Ive been so patient during this entire process, so nice and understanding and I have gotten help BUT its been with so much pull, complaining, calls, voicemails, its now OCTOBER and I am still dealing with this issue through Ourisman, last I was told was that he was going to contact the manager of enterprise and see what happened. That was last week. I am a business owner myself and Im also a young woman and feel like I am being taken advantage of greatly because I dont have the ability to be there everyday, and Im not a man so they arent taking me seriously.

  Business response

  10/12/2022

  10/12/2022

  Dispute Resolution Team –  
  We are in receipt of the complaint filed by *** ******. Our records indicate that the billing for  rental car usage was paid by the dealership as per our agreement. The charges she has assumed  are for damage to the rental car and fuel surcharges. After the insurance covered the damage  which was incurred during her usage of the car there was a $500 deductible and $50 fuel  surcharge which was charged to the client. *** ****** may contact me via email for further  discussion if needed.  
  

  Very truly yours,  
   Brad H*******  
   Vice President  

  Customer response

  10/13/2022

  [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:
  This is false, as stated in the voice messages that I provided that are transcribed, on august 31st and September 1st, a week before I received my vehicle back enterprise called and stated that there was a balance of $700+ dollars because ***** stopped paying for my rental on August 17th. I contacted ***** after that because I was concerned because I was told it was taken care of. The person who was handling my claim at the time told me to ignore enterprise because they said that it was taken care of and that no money would be taken out of my account. The following day I was missing $713 from enterprise and it was the overdue balance of the vehicle. Also attached is the claim I filed with **** ******* the day of about this. I didnt receive my vehicle BACK until about 10 days AFTER THIS INCIDENT. Also attached is the voicemail from enterprise yes confirming the $50 for gas but stating that my vehicle was fine. Also there is no evidence or pictures of damage on my ***** claim and I received no paperwork or notice of this. Attached youll also find the refund of only $213 out of the $713 and $500 of what was taken FOR THE OVERDUE BALANCE OF THE VEHICLE AND NOT FOR ANYTHING ELSE has yet to be returned. So how was this covering vehicle damage when it was processed and I filed a claim against it before the rental was ever returned? 
  
  Regards,
  
  ***********************
  

  Business response

  10/17/2022

  10/17/2022  
  Dispute Resolution Team –  
  We are in receipt of *** ******* reply. We have researched and uploaded the proof of payment  to ********** showing our coverage of the rental car usage. In addition, on the documents  previously uploaded, it clearly states that the $500 being charged to the client is for damage  deductible and $50 for fuel surcharge. Chevy of Bowie did provide payment for usage of the  rental car as promised in the amount of $998.65. We consider this a closed matter.  
   Very truly yours,  
   Brad H*******  
   Vice President  
   Ourisman Chevrolet of Bowie  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From start it was a problems. They couldn't tell me if they had my car, I was told by the tow truck driver that she dropped off my truck 6/1/22 I was called by the dealership same-day about the l cost for everything I also took out a loan on that same day with Ourisman from a company that they offered, I was approved $650 them I was told it will cost me $582.96 I saved $22.43 with my GM rewards points so the total came down to $560.53. Now to the good part smh on 6/1/22 I picked up my fixed truck went on about my day until I stopped at my favorite local tire shop to get a tire then as the tire was being taking off my tire guy said wow u have a major oil leak going on I laughed because I know days before I got my car fixed I got a oil changed he stopped immediately backed up and said come look ???? and yep the oil was running like a river into a yard. A manager at Ourisman got my car towed back to their shop and gave my mad upset self a free loaner car until my truck got fix which I was called on 6/3/22 that is was fixed and ready to be picked up lol yeah right. Now ready for trip 3 back to the shop why because on 6/18/22 or around that date I took a trip back there because my truck was making a noise and driving weird so a service manager took it for a quick spin and he and one of his mechanics said that I got a noise coming from the left side of my engine ?????? he then sent us inside to make a appointment and that date was on 6/20/22 so I told the lady working with me about what's going on and what I was told that will be done on that day, she informed me that the only thing that can be done today is the cover on my light which they also messed up when detailing my truck so I told her what that's not what we all talked about nor what this appointment was made for. She said that they are very busy and it's rush hour traffic they want be able to take it out for a test drive to hear the noise. I had to purchase a new truck bottom line.

  Business response

  07/11/2022

  July 8th, 2022

  Dear **** *****, 

  I have received a complaint via the BBB regarding an experience you had at our Ourisman Chevrolet of Bowie location.  I apologize your complaint did not find me until now.  

  I appreciate you taking the time to share your frustrations with me and my team.  It is always our intention to exceed client expectations at every interaction.  Obviously, as noted clearly in your letter we failed you during your most recent visit to this establishment.  Our paramount concern is the customer perception and service provided.  You, of course, can conduct automotive business and our team should have been much more appreciative and empathetic when you entrusted us with your vehicle.  

  As such, as a token for our goodwill and to allay your concerns I would like to offer, 250.00

  Thanks for being a valued customer. 

  Brad H. 

  Vice President

  Ourisman Chevrolet of Bowie

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon, My name is ***** ******* and I am going to start from the beginning of everything. We came into the dealership on 4-23-22 and purchased a new 2022 Limited Tuscan with the wheel locks and the all weather mats. We loved the sales team and the finance team they were fantastic. I had originally came in for the ****** ******* Hybrid but I was going to have to wait a long time. I get my car home, had it about a week until the front driver seat breaks. I make an appointment 2 weeks out so I can drop it off on a Friday night and that way it’s there for Saturday. Well Saturday comes and goes and here comes Monday and my kids have had to miss school because the bus doesn’t run where I live. I call at 4 to find out where my car is. I get told it hasn’t even been looked at and it will be 6 weeks before they can put it on diagnostics. I said I will have to have a loaner car. Well I was told nothing is available. Now Tuesday I get a hold of Peter the service manager and he is able to get my car on diagnostics. We need to order 1 part and I pick up my car until it come in. However now the seat is stuck so far up my knees are in the dash but hey I have my car. At pick up they couldn’t find my keys, my paperwork, or my car. It took them an hour. I had my husband come in to handle it so I wouldn’t get ugly. The part comes in and my husband makes the appointment to drop the car off. So we go back up there to drop it off the night before. The next day comes and goes, then another day goes and we hear nothing. So finally I get aggravated and call to find out what is going on. Well it wasn’t the fuses or wire’s under the seat we need a motor. But no one, not one single soul can pick up a phone when I tried to call. I came back out there to pick up my car because each time my kids have missed school and its over an hour drive from my house to the dealership. Now they finally get the motor in so we make another appointment and we do our due diligence and drop it of

  Business response

  07/21/2022

  *******************,

  Thank you for reaching out. Our goal is 100% client satisfaction. We recently had a leadership change at that location. Our VP and Campus director will be reaching out to address your concerns. We appreciate you taking the time to share your experience which will allow us to train and make improvements.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified pre owned 2016 Chevrolet Tahoe LT on 06/29/2017. Per the car fax, vehicle was certified and inspected on 06/03/2017, about three weeks before i bought the vehicle. The above listed dealership is attempting to use the original purchase date of 03/02/2016, by the first owner, to invalidate my warranty by stating the vehicle warranty has expired on 03/02/2022. The Chevrolet website states that the *** warranty goes into effect when the car is purchased or leased.

  Business response

  05/09/2022

  
  May 6, 2022
  
  BBB serving Metro ************* & Eastern ************
  ***************************************
  ************** **********
  
  Complaint ID#: ********
  Consumer:  *************************
  
  Dispute Resolution Team:
  
  Thank you for the opportunity to respond to complaint ID# ********. ************** did purchase a vehicle that was Certified Pre-Owned. According to the terms and conditions of ************** Certified Pre-Owned program, the ****************** warranty is valid for 6 years or ******* miles (whichever comes first)from the original in service date which can be found on the vehicles car fax report. The original in service date for this vehicle is March 4, 2016. I have included the Car Fax and Certified Pre-Owned brochure which will verify this information. If there are any further concerns ************** can contact me directly to resolve them.
  
  
  Sincerely,
  
  *************************
  General Manager
  Ourisman Chevrolet of Bowie
  ***** ****************************************************************** *****
  **********************
  **************************************************************
  
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently discovered inquiries on my credit reports with *******, ********, and ********** from OURISMAN CHEVROLET OF BOWIE initiated on 12/09/2020. I have never had any contact with Ourisman Chevrolet of Bowie, never inquired about any of their services, and certainty never gave them permission to access my credit report. I have contacted Ourisman Chevrolet of Bowie on 4 separate occasions via the United States Postal Service demanding these inquiries be removed as they were not initiated by me and I fear that I may have had my identity compromised. I informed them they are in violation of NUMEROUS violations of the FCRA as they have accessed my credit report illegally, without permissible purpose, as the inquiries were not initiated by the consumer. Ourisman Chevrolet of Bowie has failed to respond to any of my letters, I have also received proof that the letters were received by them. Unfortanetly, their lack of attention to this matter clearly demonstrates willful noncompliance. Please investigate this, I hope the company will give this matter the attention it deserves and remove the inquiry initiated by them without consumer consent. I look forward to Ourisman Chevrolet of Bowie forming an amicable solution, I am a litigious consumer and hope to resolve this issue before it progresses to the next step.*********************************** *********************** Annapolis, MD ************

  Business response

  02/12/2022

  I text with **************** about the situation, Monday Morning, February 14th, we will reach out to all 3 credit reports, to get the inquires lifted from his Credit.

   

  Customer response

  02/23/2022

  [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

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have called multiple times and have 40 emails to sakes manager and finance manager to cancel policies on vehicles. Started September 2021 to cancel policies on one vehicle as of December 2021 still have not received my refunded money reached out to check on this and to start canceling policies on another vehicle. Found out check refund wasnt even processed from September. Ad of to date still have yet to receive it they do not return my emails or phone calls. I started last month to ask for paperwork to be started on other vehicle have yet to even get the paperwork to sign. I have over 40 emails corresponding with these 2 managers they hardly answer me and get me the information I am asking. Have reached out to manager to let him know how unhappy I am with the customer service no responses. I am seeking my refund of service policies and gap insurance on 2 vehicles one done in September the other been trying to get paperwork started since early December. I try to at least get an update to see where things stand and no one returns calls or emails this is very frustrating and horrible customer services.

  Business response

  01/31/2022

  I spoke with ************, we have processed her refund and she will get it within 3 to 4 weeks

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ******* ******* 2021 in the beginning of June Originally the car just needed cosmetic work but after inspection it was reported to need a rear body panel that would take two weeks to arrive Every 2 weeks its pushed back 2 weeks on back order and that there is nothing they can do for me as far as a loaner or with rental reimbursement. The body shop owner in one exchange said "I wouldn't hold my breath" in response to a delivery date the district manager said you can move your car or wait..That was 2 months after the initial date of delivery. I was then instructed to call their corporate company if I needed reimbursement for a rental. I received a case manager who spoke to me once, then never called me back. I called to complain about not getting in touch with the case manager so they assigned me her supervisor **** who verified he was going to be my case manager by email sep15 . I have sent him 2 emails and I have called 3 times and left two voicemails. No response.

  Business response

  11/29/2021

    I spoke with the client 1 week ago. His concerns has been addressed. 

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 09/10/2021 I picked my brand new 2020 ***** ********** up from this shop and once I got home the trim began to follow apart. I had a new door put n the car. I emailed the photos to Ourisman employee ***** who indicated for me to come back to the business for them look at the trim. I do not live near the shop, in fact I reside almost two hours away and its a inconvenience for me to travel there, but I had to do so to get my trim done correctly. I had to revisit this shop 3 times. Once I came back the 2nd time, ***** passed me off to another employee named ****. This employee came out to my car and was very aggressive to try to get me to leave without fixing my vehicle. After he got aggressive he threw papers into my car and slammed the door in my face. I then went back to the Dodge location where I purchased the car from to speak to someone there and I was told the **** ****** was the manager all of the locations in the area. I spoke to him on 09/17 and he said he would call me back.

  Business response

  09/28/2021

  *** *****,

  Thank you for reaching out and we appreciate you taking the time to convey your frustrations. We have investigated your complaint with the staff and workmanship on your vehicle. We did not receive the same information as your outlined in your narrative. The comment from our staff was that there was a small issue with the repair that was address but that the hostile commentary was from you, the customer. We apologize that you had a poor experience with the repair facility at Chevrolet as we know you had a wonderful experience with the **** store. As a show of our appreciate and goodwill we are willing to refund a portion of the money you spent with us in hopes that this repairs our relationship with you now and in the future. Our offer is to refund $300 of the $500 you spend on the repair. Please let us know if this will allay your concerns.

  Best,

  Ourisman Chevrolet of Bowie.

  Customer response

  09/28/2021

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

*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. ↩