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:11/05/2023

  Type:Sales and Advertising 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.

  Same statement filed with Ourisman: "On our way home and still replaying the experience with your dealership in my head. To be clear, we are done with this potential sale and will not be back, but I wanted to take this opportunity to tell you how unacceptable it was for your dealership to use such deceptive tactics to try and trap me into buying the ********. First, we drove almost three hours to your location because we had very clear discussions about the trade in value for our car and the purchase price of your car. We knew our trade had to be evaluated but we had received an offer from another dealership for $30,500 and you indicated you could get the car from auction for $29,000 so we were in the ballpark. Your website and subsequent phone conversations confirmed the ******** we were interested in was $40,000. The fine print on that online ad indicated that tax, tags, dmv filing were not included so we expected those to be added at the time of purchase. We arrived at the dealership, test drove the Wrangler, and you evaluated our trade. We got back and were told you were offering $22,000 for our trade and a notation that there is a wind noise when vehicle hits acceleration. First $22,000? Ridiculous. Second the wind noise that you hear at acceleration is the turbo kicking in. The desk manager tried to argue that point, but it absolutely 100% accurate that the noise is the turbo. We laughed at the trade value, requested our keys be returned so we could leave. The sales guy tried to to show us what the numbers were and we obliged him while we waited for our keys and I marked out the trade value of $22k, wrote in $30,500 and crossed out all the extra fees attached to the new car. As soon as we got our keys we promptly left. Before we got to our car, the salesman called after us and said the desk manager would give us $30K for the trade if we committed to the deal. We said okay and reluctantly went back in. Miraculously our car escalated in value by $8,000 in 60 seconds, but no harm no foul. We got back to the desk and the sales guy brought over the revised deal sheet. There was a fee for ikon, a fee for Certifying the vehicle, and a fee for an extended warranty. These are the same fees I scratched through on the previous deal sheet. The sales guy informed us that these are required and the vehicle could not be sold without them. The online ad shows explicitly that the ikon fee of $1299 is OPTIONAL and nowhere in the listing or in my conversations with anyone at your dealership was the car mentioned to be certified let alone an additional charge for being certified! While we would have been well within our legal rights to demand you honor the advertised pricing of the vehicle, we were over it by then and our earlier amusement was turning to frustration. We have no interest in doing business with a dealership that would use bait and switch tactics to sell a vehicle. It is unethical if not illegal to tell a customer that they have to buy a warranty or maintenance plan when it absolutely is not required. Optional fees are exactly that, OPTIONAL. I have bought dozens and dozens of vehicles in my lifetime and will surely buy many more in the coming years, so I am not going to be scammed by anyone. However, I feel for other less experienced customers who come to your dealership unaware of the blatant manipulation."

  Business Response

  Date: 11/21/2023

  11/20/23

  Dispute Resolution Team –

  When *****, our manager, mentioned the potential value of your car reaching up to $24,000, it piqued our interest. However, upon inspecting the vehicle during our drive, we did encounter a noise issue that seemed to affect its appraisal, lowering the estimated value to around $22,000.

  This noise isn't an isolated case—our used car managers have noticed similar concerns with Explorers before. We had another manager assess the car, and their evaluation aligned with our initial findings. We want to offer a solution: you're welcome to return, and we'll arrange for a certified mechanic to examine the car thoroughly, free of charge.
  We're committed to addressing this matter and are willing to reconsider the value, potentially increasing it to $25,000. Or, you are welcome to come buy our car without the trade, and we will honor the internet price as the car is still available. Let us know how we can assist
  

  Very truly yours,
  
  General Manager
  Ourisman
  

  Customer Answer

  Date: 12/01/2023

  [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'm rejecting the response from Ourisman,as there were no issues with my vehicle.  If there were any issues, which there were NOT, the vehicle was still under the manufacture bumper to bumper warranty.  This should not have affected the value of the vehicle.  Secondly, the used car manager did in fact offer $30,000 for the trade when he realized I was leaving the dealership, so the trade in value on my car was not an issue. They offered $30K and we accepted $30K. The issue was the vehicle we were purchasing.
  
  The complaint that I am filing is the unethical and illegal practices Ourisman is pushing onto their customer.  They attempted to add to the price of the vehicle by stating that the extended warranty, the maintenance plan and the certification of the car were REQUIRED expenses. They attempted to SCAM us into believing these add-ons were not optional, but obligations.  Once I mentioned that we were not buying any of the add on's they insisted that they would not sell us the vehicle unless we purchased these plans/policies. It is completely illegal to make customers believe that they have to buy these add on's (SCAM).  In their reply, they are completely deflecting their illegal practices by making the issue the trade.
  
  My wife and I did purchase another vehicle from another dealership with no issues regarding the trade.  I'm requiring that Ourisman compensate the cost of the purchase our vehicle and for suffering they put us through.   

  Regards,

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

  Customer Answer

  Date: 12/06/2023

  Complaint ID ********:
  
  The difference between the advertised purchase price of the vehicle at Ourisman and the price of the comparably equipped vehicle we ended up purchasing elsewhere was $1500.  Our intent was to purchase at the lower advertised price from Ourisman since we had done all of our negotiating in advance via phone and email, so we knew it was a done deal. Additionally, we travelled from our home in Williamsburg, Virginia to Ourisman in Bowie, Maryland because they had committed to the deal. Turned out that we took the road trip under false pretenses as they did NOT honor the deal we had made.  
  
  We are requesting reimbursement of the $1500 difference in vehicle price and $500 in travel expenses, for a total of $2000.  This could all could have been avoided if they would have honored the advertised purchase price of the Jeep ******** without the add-ons that they were insisted that were required as a condition of purchase.  We strongly believe that based on their unethical and illegal practices in attempts to take advantage of their customers, this is a small price to pay.  If we were to take them to court, it would inevitably be a much higher dollar amount.  
  

  Business Response

  Date: 12/11/2023

  12/08/23

  Dispute Resolution Team –
  

  Following our previous correspondence regarding the availability of the car, I wanted to reiterate that it was still available for purchase at the internet price. Despite extending the invitation for you to acquire it, we haven't received any further communication from your end. 
  

  Regarding reimbursement, we do not feel this is applicable in this situation as no formal deal was finalized. We do not offer payments to clients for price variances when purchasing vehicles elsewhere.

  However, as a gesture of goodwill, I would be more than willing to offer you a $100 reimbursement for your fuel expenses. Please let me know if this resolution aligns with your
  expectations. 
  
  Thank you for your understanding.
  

  Very truly yours,
  General Manager
  

  Customer Answer

  Date: 12/12/2023

  Complaint #********
  
  This complaint is beyond the vehicle still available for purchase. Ourisman attempted to scam us into taking the extended warranty, the maintenance plan and the certification for the Jeep stating that these were required in order to buy the car. No fees of this nature were advertised or noted in any marketing materials. 
  
  Your dealership attempted to take advantage of us, maybe because scamming minorities is a general practice in your dealership or maybe just because you figure that we were easy targets to make us believe we did not have a choice and had to take the add ons. Either way this is unethical and illegal to make customers think that they have to purchase the add ons to be able to get the advertised price online.
  
  If Ourisman refuses to rectify the wrong they committed, our next step is to contact the ************************ and report fraudulent, deceptive, and unfair business practices to include the following: 
  
  Price Deception 
  Failure to Disclose
  High-pressure Sales Tactics
  Misrepresentation
  
  We believe we have made them a fair restitution offer for the wrong they committed. 
  

  Customer Answer

  Date: 12/14/2023

  [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:

  Complaint #********
  
  This complaint is beyond the vehicle still available for purchase. Ourisman attempted to scam us into taking the extended warranty, the maintenance plan and the certification for the Jeep stating that these were required in order to buy the car. No fees of this nature were advertised or noted in any marketing materials. 
  
  Your dealership attempted to take advantage of us, maybe because scamming minorities is a general practice in your dealership or maybe just because you figure that we were easy targets to make us believe we did not have a choice and had to take the add ons. Either way this is unethical and illegal to make customers think that they have to purchase the add ons to be able to get the advertised price online.
  
  If Ourisman refuses to rectify the wrong they committed, our next step is to contact the ************************ and report fraudulent, deceptive, and unfair business practices to include the following: 
  
  Price Deception 
  Failure to Disclose
  High-pressure Sales Tactics
  Misrepresentation
  
  We believe we have made them a fair restitution offer for the wrong they committed. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/12/2023

  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 visited Ourisman Automotive Group/Chrysler Dodge Jeep Ram of Bowie to have my 2014 Dodge ********** serviced. I've been to this dealership/location on multiple occasions to have both of my vehicles serviced. However, most of my visits have not been the best experiences with customer service as well as the overall service to my vehicles. The most recent visit was on 4/13/23. I came in for a oil change and also to address a problem with my dashboard which was caused by my last service visit in 2022. Please see the attached pictures.***************************** was my service advisor last week. I attempted to explain to ******* the problem I had on my previous (2022) visit. However, my explanation seemed to go overlooked so I am providing you with the details. In 2020, there was an airbag recall on my Challenger. I brought my vehicle in to have the airbag parts replaced. When I was leaving the dealership, I noticed the airbag light (pictured example) was on. I had already left the dealership and did not want to return due to my work schedule. I also figured the light was due to the recent replacement of the airbag part and figured the light would go out eventually. It never did. In March/April 2022, I returned to have the ********** serviced again. This time, a tune up, oil change and several other services were performed on my vehicle. I met with *********************** who was my service advisor then. I informed ***** of the issue with the light and he assured me it would be fixed. When the service was finally completed on my vehicle, the airbag light was no longer illuminated/lit. However, when the service technicians went into my dashboard to fix the problem with the airbag/airbag light, they did not set my dashboard vent back correctly and this is what my dashboard looks like. My dashboard has been in this condition since my visit in 2022. I attempted to explain this to ******************. However, he did not seem to understand all the details. Therefore, I am providing you with this info.Please review the pictures and let me know what the next step would be in regards to the dashboard of my vehicle. I look forward to your response.Thank you.****************************** ************ ************************ ************************

  Business Response

  Date: 07/25/2023

  7/25/23

  Dear ******,
  

  Good morning. I want to extend my sincere apologies for the ongoing issues you've experienced with your 2014 **********. I understand how frustrating this situation must be for you.
  

  Upon reviewing your vehicle's history, I see that a repair was performed in November of 2020. This particular repair was not related to the vent area, and it wouldn't have involved the dealership taking anything from that region to complete the recall.
  

  In March 2022, when you returned with the concern about the airbag light, we promptly addressed the issue by resecuring a connector. However, I acknowledge that this does not resolve the problem with the vent area.
  

  I am committed to resolving this matter for you. I would like to personally inspect the vehicle and discuss potential options to have the vent area properly repaired. Although it seems unrelated to the previous recall, I want to ensure that we find a satisfactory solution for you.

  Please let me know when it would be convenient for you to visit the dealership, so we can sit down and have a face-to-face discussion about the available options. Your satisfaction is essential to us, and we will do our best to rectify the situation promptly.

  Thank you for bringing this matter to my attention, and I look forward to meeting with you soon. 

  Very truly yours, 

  Ourisman CIDR Of Bowie 

• Initial Complaint

  Date:06/26/2023

  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 Chrysler ******** minivan to Ourisman Chrysler Dodge Jeep RAM of Bowie in February 2023, to address a battery issue, a couple recall issues, and a noise related to my suspension. The battery and recall updates were addressed just fine, and my issue is related to the service performed on my suspension. After analyzing the suspension, they determined some new parts (sway bar and tie rods) were required to fix the rattling noise, and they charged me approximately $1,500 for the parts and installation. When they returned the vehicle, it was immediately apparent the issue had not been fixed, so I had to return to the dealership and take their foreman for a drive. Within the first quarter mile, he acknowledged the issue was obviously still present. When they took the car back into the garage, they confirmed a screw/nut just needed to be tightened. It took them 10 minutes and zero new parts. Had they correctly identified the loose screw causing the problem, they wouldn't have been able to recommend and charge me for unnecessary parts and repairs. It's clear the parts they replaced were not the problem and didn't even need to be replaced, but they refuse to admit that or make things right. It's clearly a fraudulent attempt to stick me with a high bill for unnecessary repairs. The Service Manager actually said I was lucky they didn't replace the whole suspension and charge me for that... I guess I am lucky they didn't replace my whole suspension when the problem was simply one loose screw! I've requested a refund for the money paid for the unnecessary parts and repairs but they either ignore my emails (GM ********************* won't respond to an email) or tell me I don't understand. What I understand is that they charged me $1,500 to fix an issue, but those unnecessary repairs did NOTHING to fix the issue, and what was really needed was tightening a screw $1,500 to tighten a screw!!!

  Business Response

  Date: 07/03/2023

  7/03/23  
  

  Dispute Resolution Team –  
  

  On January 30th, 2023, *** ****** visited your Service Department with a complaint regarding a  noise coming from the right front side of his vehicle. The noise was not consistent but was noticeable mainly over bumps and at highway speeds. Two different technicians examined the vehicle and  identified that both front sway bar links and both outer tie rod ends had excessive play, and the  bushings were collapsed. These components were replaced, and the failed components were  returned to *** ******.  
  

  Later, *** ****** contacted the Service Department, claiming that he went to ******** for an  alignment and that ******** Tire was trying to sell him a strut because they said it was blown. The  Service Department advised him to bring the vehicle in for inspection. The Service Director at the time  got involved in the matter. They showed *** ****** that the strut was not blown but rather loose. The  Service Director explained the charges to *** ****** and how they were applicable. They provided  the old components, which clearly showed the failed bushings, as evidence.  
  

  The Service Director explained to *** ****** that there were two concerns causing the noise. The  first concern was the obvious issue with the sway bar links and bushings, which visibly failed. The  second concern was the loose strut, which was a bit more challenging to diagnose due to the  intermittent nature of the noise.  
  In summary, the Service Department addressed *** ******'s initial complaint by replacing the front  sway bar links, outer tie rod ends, and bushings. They also clarified that the strut was not blown but loose, resolving any confusion regarding ******** Tire's recommendation. The Service Director  provided a detailed explanation of the charges and presented the old components as evidence to ***  ******. 
  

  Very truly yours,  
   
  Ourisman CJDR of Bowie  

• Initial Complaint

  Date:05/31/2023

  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.

  This is the second time I have had to take my car in to Ourisman for a warranty repair. This time it was having problems accelerating. I dropped off on 5/3, but technicians were gone so I would be contacted the next morning with a diagnosis. No call, so I called all numbers available and nobody ever answers the phone. On 5/10 I finally got a call from ****, a service advisor, he told me that I needed a new transmission, over $12K in work. The warranty company covers this and now we had to wait on their approval. I called Ourisman everyday to check if we had approval to start the repairs. The phone just rings and never is answered. I am a single mother with 4 children, my vehicle is my livelihood and my only means of transportation. I needed to be able to take my children to school, a way to work, and everything in between. I finally received a phone call from **** on 5/24/23 letting me know I can come pick my truck up. As soon as they brought the car out to me at the shop it was rattling and making noises. **** assured us it was just a cold start and it will stop making noises within a couple minutes. Literally 3 days later on 5/27, the car doesn’t start. How does this happen when I literally just had my car being serviced at Ourisman of Bowie? This happened on a Saturday, they were closed. I had to get my vehicle towed to Ourisman just for it to sit until Tuesday and be diagnosed again. No communication, I call and no answer. Finally got a technician on the phone and says it’s just a starter and will be ready next day for pickup. Next day comes and now it’s a leak in the axle and the part won’t be here for another week. Unacceptable, all repairs should have been completed during the first service visit. Now I have to figure out transportation for myself and my children. I’ve had to pay over $2,200 in rental car fees. They misdiagnosed my vehicle and now I’m without a car for going on a month. To this day I don’t have my vehicle and Ourisman doesn’t care.

  Business Response

  Date: 06/01/2023

  6/1/2023

  Dispute Resolution Team –
  The scheduled visit for this vehicle took place on Saturday, May 27th, 2023 at 12 pm. I had discussions with both *******, the advisor, and ***, the technician. Previously, the vehicle had been brought in due to a transmission issue. However, its current concerns involve a failure to start and an oil leak. The technician determined that addressing the starting problem takes precedence, which was attributed to a faulty starter unrelated to the previous repair. After successfully resolving the starting issue, the technician proceeded to investigate the oil leak. It was determined that the leak originates from the right front axle seal and involves ATF fluid, not engine oil. ******* informed me that the required parts are expected to arrive early next week. 

  Assuming the parts arrive as scheduled, the technician anticipates completing the necessary repairs by Wednesday, provided everything goes smoothly. Please note that the warranty covers all items except for the deductible and the tow bill. The tow bill amounts to $205, while the deductible is $100, resulting in a total of $305
  

  ****** *******
  Ourisman CDJR Of Bowie

  Customer Answer

  Date: 06/06/2023

  [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 the problem was not addressed. The vehicle was in the care of Ourisman back on 05/04/23 and the issue of the starter and the leak should have been repaired then. 

  The car was returned to me on 05/24 and literally 3 days later it wouldn’t start. The error message given to me was that “the electric control throttle” failed. Last year in 2022 I brought my vehicle to Ourisman and after picking it up, a couple days later the vehicle didn’t start, under the same circumstances the and the error code then was exactly the same “electronic control throttle fail”. Last year I was told the reason for this code was because the technician did not fully connect certain wires correctly and it resulted in the vehicle not starting. Now a year later and the exact same problem is happening, that’s not a coincidence.  It is not my fault that that the repairs were not made the first go around. Because of the repairs not being handled when I brought it in originally I had to get the vehicle towed back to Ourisman because it didn’t start. It is the technicians fault that all of the repairs were not made at the time I brought it in. Now I’m responsible for another deductible and tow costs because of Ourisman not wanting to fix the problem the first time. UNACCEPTABLE!
  
  Regards,
  
  *************************

  Business Response

  Date: 06/13/2023

  6/13/23

  Dispute Resolution Team
  In response to the complaint filed by **** ******* ***** against Ourisman, we would like to provide clarification based on the facts presented:
  RO# ****** - 02/11/2022: We replaced the flex plate under warranty, at no charge to **** *****.
  RO# ****** - 03/16/2022: An internal repair was conducted to address a loose PCM connector, with no cost incurred by **** *****.
  RO# ****** - 05/03/2023: The flex plate and transmission assembly were replaced to resolve the reported issues of vehicle shaking and cutting off at a stop. Both repairs were covered by **** *****'s extended warranty, with only a $100 deductible. Additionally, an engine oil leak at the rear main seal was discovered and addressed during the repair process.
  RO# ****** - 05/27/2023: The current repair order indicates a no-start issue, attributed to a defective starter. This repair is covered by **** *****'s extended warranty, with a $100 deductible. Despite our efforts, FCA has declined to waive the deductible as it is considered unrelated to the previous visit. Furthermore, there is a leak from the input seal of the transmission, which falls under the coverage of the MOPAR parts warranty.
  

  We apologize for any inconvenience **** ***** has experienced and want to assure her that we genuinely value her as a customer. Ourisman CDJR of Bowie is committed to resolving the issue with the defective starter and addressing the input seal leak promptly. We understand the frustration this situation may have caused and are dedicated to making it right.

  **** *****, if your vehicle is still experiencing any issues or if you have any further concerns, please do not hesitate to reach out to us. We would be more than happy to assist you and ensure that your car is taken care of properly.

  We appreciate your understanding and patience throughout this process. Your satisfaction is of utmost importance to us, and we remain committed to resolving any outstanding issues to your full satisfaction.

  ****** *******
  Ourisman CDJR of Bowie

  Business Response

  Date: 06/15/2023

  My apologies, I uploaded the original PDF multiple times.  Attached is the correct upload.

• Initial Complaint

  Date:02/10/2023

  Type:Delivery 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.

  I purchased a new car in October of last year and after not receiving my tags, I have made numerous of calls to the dealer, to only hear "your tags haven't arrived yet". In December, I received a ***** package with a letter stating that "the dealer only payed for the title because there was a ticket, that I resolved and hand delivered the clearance receipt our dmv department therefore I continued to call *******************************, he stated that the tags were ***** to my home about the 21st of December and that I should have received a check for my tags also. I explained to **************** that I was home and did not receive any such package. At this point, I am being lied to, I don't know what else to do. Mr. pulled up my house on and stated that the delivery came to the house with the yellow door, but after filling a Police he changed his statement and it could have been delivered to the wrong address and that the check could have been with the tags that I do not have. CHECK# ******. Please Help

  Business Response

  Date: 02/24/2023

  Reply attached

  Customer Answer

  Date: 02/28/2023

  [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 this resolution is satisfactory to me. 
  
  Regards,
  
  ****************
  
  

• Initial Complaint

  Date:10/17/2022

  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.

  First we had 2 recalls on our 2020 Dodge *** ****, received a letter in the mail followed directions on letter called Ourisman of Bowie service I was told I had to speak to Kathy the recall specialist so she could make sure all parts were available for repair she wasn’t at her deck so she would call back I did this 3 times with no call back so the 4th time I was told the same thing I asked for the service manager! Within 10 minutes I get a call back from Kathy everything is good to go but I asked about a loaner car none were available so she transferred me to David in service I thought he was service manager so appointment was scheduled transportation to get back home would be provided I ask are the parts in and how long would repair take “ yes since it’s a Diesel if take 2 to 3 days” so I dropped it off on Tuesday October 11 @ 7am didn’t hear anything so the following Monday October 17th I called and was told the parts weren’t in should be in today! Well who can go 2 weeks or more without a vehicle so I called back asked for service manager he isn’t available he will call you back in a few minutes we’ll hours later No call back so I called Spoke with David who hung up on me because I called him out on lying! Finally spoke with Mika(service manger) Told me I was hostile! Service for a recall should be handled quickly and efficiently since it is a factory issue I got every excuse from The service department that it’s Chrysler only ships recall parts once a week well I called Chrysler the are checking one this but was not aware of that process. So they have my truck and the repairs have not been started and they don’t have loaner cars. They need to do better to satisfy customers 

  Business Response

  Date: 10/24/2022

  10/24/2022  

  Dispute Resolution Team –  
  

  We are in receipt of *** ******s complaint, We have spoken to the client and are in the process  of resolution. Our communication was lacking in this scenario and staff is now on point with  internal process management to ensure improved communication with service clients moving  forward. We appreciate this client’s willingness to point out our weaknesses allowing us to  work on improvement.  
  

  Very truly yours,  
  
  Younes B******  
  General Manager  
  Ourisman CDJR Bowie 

• Initial Complaint

  Date:10/07/2022

  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.

  This is a boiled down version of events. A more detailed one is attached. 7/27/22 - dropped van off because the "service shifter" light was on and it sometimes would not shift into gear. 8/2/22 - picked up the van after being told it was repaired. They replaced the shifter assembly and some wiring. 8/13/22 - experienced the exact same "service shifter" issue with it not shifting into gear. The van is not a daily driver and in a matter of 11 days and less than 300 miles later we were again left with the same issue. The van sat in the driveway for several days while I checked the internet and Pacifica forums to see if there were any possible solutions. At this point I had additional service message popping up on the display. One thing I read said it was probably the auxiliary battery so I replaced it. That did cut down the number of service messages displayed but "service shifter" was ever present and I couldn't get it into gear. 8/23/22 - for whatever reason, the van was able to shift into gear after sitting for several days. I dropped it back to Ourisman. They had the vehicle for one month and provided very little communication as to what was going on until Natasha took over the vehicle. She was the one saving grace in this whole situation. 9/23/22 - was told the van was ready so I picked up the key after work and parked the vehicle in the lot. Came back a couple hours later to pick it up and the "service shifter" alert was once again lit and it wouldn't go into gear. I obviously had to leave the vehicle there. 9/30/22 - was told the van was FINALLY repaired and ready for pickup. Picked it up the following day. This issue seems to be resolved but we are nervous to drive it after this ordeal. The initial repair costs for shifter assembly, wires and labor was $1459.39. This fix was never the answer but I got billed for it and paid it in full. If it was the issue, it would have failed two more times. Zero invoices for "repairs" the second and third visits.

  Business Response

  Date: 10/10/2022

  10/17/2022  
  Dispute Resolution Team –  
  We are in receipt of *** *******’s response. We have reached out to the client and the truck is  now in our shop. We have a master technician on the case and we are involving the  manufacture at this point. We will provide exactly the recommendations the manufacture offers  to ensure proper diagnosis and repair. We are in communication with the client and will  resolve.  
   Very truly yours,  
   Younes B******  
   General Manager  
  
  

  Business Response

  Date: 11/08/2022

  11/8/2022  

  Dispute Resolution Team –  
  

  Thank you for continuing to work through this arbitration. Although the initial repair attempt  was not the final resolution, all attempts following said repair ultimately did result in resolution.  All attempts following the initial repair were completed free of charge for the client. The  vehicle is not under manufacture warranty and there is no coverage for the repairs made.  Although we are not able to consider a refund at this point, we will stand behind the repair  under the normal dealership parts and labor warranty.  
  I will be happy to discuss directly with the client at any time.  
  

  Very truly yours,  
    
  Youness B******  
  CDJR Bowie  

  Customer Answer

  Date: 11/13/2022

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

  
  

  Of course the company would refuse to offer a refund or accept the reality they provided subpar service, communication and professionalism. I was billed for the most costly part and associated labor which fixed absolutely nothing when the real cost would have been substantially less. Why they are saying that it was ultimately repaired at no additional cost is ridiculous and besides the point. Not to mention the dealership not offering a loaner vehicle until I contacted Chrysler Customer Care to ramp up the urgency of my repairs. I did this at the suggestion of one of their employees. I was given a loaner vehicle for 2 weeks out of the 3 months (on and off) that they had my van. Indefensible and unprofessional.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/13/2022

  Type:Sales and Advertising 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 purchased a truck on August 21, 2022. On August 25 I was informed that my financing had not been funded yet by ******** In my contract it states that if by 4 days the finance had not gone through I could cancel the sale. They sent me new documents from ********** to sign for a new loan. I requested a cancel of sale immediately. I made it very clear in writing that I wanted to cancel the sale or I would return the truck. They acknowledged what I wanted but never canceled the sale or let me return the truck. Now they are ignoring me and wont respond to anything I send. I should have gotten this financing canceled and returned the truck, or agreed on a new price with my own financing.

  Business Response

  Date: 09/19/2022

  9/19/2022  
  
  Dispute Resolution Team –  
  We are in receipt of the complaint filed by *** ********. The state of Maryland does not offer  a cooling off period or vehicle return policy. Our lien processing proceeded as normal, and the  4-day notice was sent accordingly while the loan was in process. *** ******** was informed  that the loan which has processed and is funded to the dealer is a simple interest loan and can be  paid off by his lender at any point. I am available for further discussion on this should the client  have questions on how to process paying the lien in full using his personal lender.  
  

   Very truly yours,  
   Younes B******  
   General Manager  

• Initial Complaint

  Date:07/04/2022

  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 called the business on 6/29 and asked about trading my vehicle for the 2019 ***** LT that they had on the lot, and communicated that I needed to be out the door at 30k. The sales representative was Nirey. They said verbally they believed they could make a deal. When I came to the business, they could not go any lower than 39k. The offered me 36k on my trade, which is a 2021 4runner limited. The sales manager Lauren came over and told me that she just couldn't do any better unless I financed through them. I told her my financing was already arranged. I left the office after that. The next day, another dealership was able to offer me 45,150 for my vehicle instead. I then came up with 9K additional by selling my vehicle outright to that dealer. When I spoke with the dealership again to purchase the *****, I told them I came up with the difference, they then said the 39k was not the price any longer. They still could not get me below 30k. The next day they lowered the price online by 2k (49,999) I called to try to make a deal because by that point it would have added up to close to 30k out there door, but I got no answer and no call back. Today (7/4) I called the dealership to ask about the lowered price and to make a deal and they told me they actually “just changed the price to 52,900 today and that it was only a sale for yesterday”. I told her that I reached out several times yesterday to try to make a deal at the price and asked if she planned to honor it since the price still shows 49,999 online, the sales manager told me no. I am getting pulled around day by day with different pricing by this business and this company isn’t honoring the prices they have online.

  Business Response

  Date: 07/08/2022

  July 8th 2022

  To whom it may concern,

  Incentives, availability, supply and demand as well as trade values change daily. We try our best to earn everyone's business, however, not every deal is possible. Some dealers may pay more for a trade in or less depending in their inventory needs. We will make our best and final offer and if we cannot earn this customers business, we will encourage them to find the best dealership to do so. I tried reaching out personally by phone and email to inform them that even though our price went up we are willing to honor the old sales price of $49,999. 
  
  Younes B****** 
  General Manager 
  Ourisman CJDR Of Bowie 
  

  Business Response

  Date: 07/12/2022

  I have attached the letter above