ComplaintsforOurisman Honda Of Laurel

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Received unsolicited text message from Richard H*********, a manager at Ourisman Volkswagen at nearly 9pm asking me to bring my vehicle in for service. I’ve never heard of this person or dealership, and in fact they are nowhere in the city of San Antonio Texas. Rather, they are half a country away in Maryland. This happened several years ago as well and I was assured by their service manager, Scott M*********, that my number was removed from their system and I would no longer be pestered with unwanted messages. This lasted several years but today alas they have resumed their unwanted, unsolicited, and unwelcome messages. This needs to stop immediately and permanently. As a former sales manager myself I’m aware dealers sell customer data to marketing firms who bombard customers with mail, texts, calls, and emails using the logo and the name of the dealer, and when customers complain the dealership feigns ignorance and claims they didn’t send anything because it came from a third party. So, not only do you need to remove my number from your system you also need to tell the third party marketing company to whom you sold customer data to cease and desist messaging my number and remove my number from the data list. This dealership obtained my number from someone other than me without permission has profiteered off of selling it to a marketing company. Stop it immediately. The sender number has been blocked however I’m aware of robo-callers simply cycling to a new number in order to continue pestering people who don’t want the unwanted messages. Confirmation from the dealership that my number is removed permanently would be appreciated.

  Business response

  09/06/2024

  Dispute Resolution Team,
  
  I have double-checked our system and confirmed that Mr. ******* has been removed from our
  Customer RelationshipManagement (CRM). We do not purchase data from outside sources for
  marketing purposes, so it is likely that this was an input error. If there is anything else we can
  assist with, please let us know.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 10, 2024 • Insurance claim body collision work to my vehicle from a strong impact on the passenger side of my vehicle. The impact was a direct hit from the rear of another car and strong enough that my car was not in its lane once impacted and both doors had to be replaced due to the damage of the steal in the doors which is what protects me in a collision. • Once body repairs were completed no notation on receipt that the vehicle was taken to service side for any possible damage that was not seen by the eye. • I initially drove my vehicle home and when doing so I felt the alignment off in the front and some vibration. I called Ourisman with my concern , I had to come back and do a test drive with the Body Collision Manager, David. During the drive David was very a matter of fact” stating there was nothing wrong with my car, he did not feel anything wrong, and it was a superb vehicle and drives like new. He was speaking down to me showing definite irritation that I was questioning/challenging him. I explained what I was feeling once again and that due to the substantial impact. David stated I was wasting everyone’s time, energy and money but I can bring the car back if the insurance company approves it. ***** had no issue even though he presented that I was insisting & he didn’t agree. Third time I returned to Ourisman to bring it directly to David so he could get it in and out. 90 minutes later to the minute as David said returns with pics on his phone to show. An alignment could not be done properly due to damage to front right strut on passenger side, but he felt the damage was already there & no way had nothing to do with accident. I had no issue with front end of vehicle prior to incident. David submitted to insurance company with notes of his opinion of previous damage instead of accepting his error that a service tech look was needed to begin with that a service technician look was needed. No one from service ever spoke to me, David sent me on my way.

  Business response

  06/12/2024

  Dispute Resolution Team,
  
  
  On 05/17/2024, we provided an estimate for Ms. ***** ******** for her 2016 Honda Accord bearing the VIN
  ending in ********. This estimate was approved by *****.
  
  Ms. ******** picked up her Accord after the repairs were completed. She later reported experiencing a pull
  and vibration. In response, we requested a supplement for additional work. Our service department performed
  an alignment and recommended some additional work that might be needed. Please see the attached repair order
  for details.
  
  We have completed the original estimate and the supplemental work as approved. We are more than happy to
  perform additional repairs if ***** authorizes them. However, at this time, no further repairs have been
  approved.
  
  Very truly yours,
  
  Robert C***
  General Manager

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have two issues with the response from Ourisman Honda. 1) The Body Collision Manager, David T****** stated to me that the alignment was attempted but could not be complete due to right front strut and right rear control arm needed to be replaced. I went to ********* ***** who normally does service on car and provided the information that I was given. They looked at each issue stated one by one. Neither of those parts needed to be replaced only adjusted and an alignment was performed. This was a cost to me out of pocket $145 when the insurance adjuster approved for an alignment to covered and paid. 2) The customer service that I received from David T***** was rude, demeaning and dismissive. Not at any point has anyone spoke with me about this nor addressed it in any way. I left a message with Ourisman Honda requesting a call from the General Manager, Mr. C***, to give me a call and no response other then to minimize the how the issue was handled and to attempt to show that I was disgruntled regarding repair with insurance company which is not the case. David T***** dropped the ball from the beginning by not having my vehicle inspected with service once body work was completed to make sure there where no other damage from collision. As I stated to him, I have no issue paying for repairs to my vehicle when they are standard service, normal wear and tear or necessary for the safety and longevity of the life of my car. I just wanted repairs completed from the cause of the collision which an alignment was totally logical due to the impact.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought brand new vehicle 2024 model in January. after couple of day i noticed the damage and i contacted my sales person at the dealer and informed him about the damage was there. I was told damage was not there and now they cant do anything about it. W*** i went to pick up my permanent tags from the dealer i discussed with the gentleman who was helping me pick up my tags. He told me damage could have been from sun's reflection from my work place. He has no idea where i work and where i park my car. He kept on insisting it happed from reflection from heat from glass at work. I kept trying to tell him my workplace has no glass that could be reflecting because of the distance i have from the building and parking lot. He finally called a finance officer to take a look at it. finance officer told me it could have been a factory issue not from the sun's reflection. He asked me to leave my phone number and name so he could call me back and let me know how take care of after he discuss the matter with the general manager. A week went by and i did not hear anything from him. I kept trying to reach out to him and w*** i was able to talk to him after week and half, he told me he lost my number therefor he could not call me back. I was told to call ***** Directly to deal with the matter. Dealer i bought the car from does not want to take any responsibility to take care of the issue. I am very disappointed at how they have treated a repeat customer at the dealer and how unprofessionally handling my concerns. All i asked them to do it replace the plastic pieces that finance officer himself acknowledged it had to be factory damage.

  Business response

  04/30/2024

  
  I spoke to the customer on April 26th 2024. We scheduled a service appointment April 29th 2024, at 3:30pm to access whether we can have the item covered under warranty. I believe we’ll be able to resolve this issue.
  Very truly yours,
  
  Robert C***
  General Manager

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that a diagnosis on my 2020 Honda Accord Sport was a faulty parking brake button which cost 500 dollars. Not covered under warranty. The problem ensued I dropped the vehicle back off and was told the problem was something else covered under warranty that didn't sworn because the problem so still here. Why was I not given my refund for a service that I paid for?

  Business response

  11/04/2022

  Business Response /* (1000, 6, 2022/10/07) */ On Aug 25th, Mr. Cole came with an issue on his 2020 Accord. We found that the electric parking brake switch was causing the problem. The switch itself was covered in liquid & dirt. Unfortunately, we could not cover it under Honda's warranty because of this. On Aug 31st Mr. Cole came in again with again. The code (engine light) we pulled pointed to the VSA module. This item was a factory defect, and it was covered by Honda's warranty. The codes on the first and second issue were completely different. They did not have anything to do with one or the other. Consumer Response /* (3000, 8, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept because I was told it was the switch and paid form it to be fixed. A day after the light came back on, I bought it back. I was told it was another problem. That problem was fixed. A day after the warning light came back on the same message. Now I am told it is the same switch that I just paid to have fixed a week ago. Therefore, I refused to pay for the same service again when it just did not work. Business Response /* (4000, 11, 2022/10/14) */ Please see attached items

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found a ***** 3 for sale on line at Ourisman Honad of ******.Purchased a used car on 7-9-2022 Listed at ******** on the website.Test drove it and decided to purchase it for *****. ******** said he could do ***** but would take $500 off of the protection plan. I asked if was optional and he said no. It was not listed on the itimized recipt but the list price went up to ***** on the recipt. I sat and waited for financing for more than 2 hours.The financing person told me of the warrenty 3 years or ***** miles. I asked if it was included and was told yes.I ended up signing the paperwork at closing time. The final #was ******** I looked at the contract and discovered that if financing did not go through the care must be returend, but if it does the sale can not be caclled. I called the bank on Monday the 11th and was told by the bank where the financing was happening did not have a record of it yet so I could not cancle the loan and I needed to talk to the dealership.I called the dealership and stated my issues. They said they could take off the protection plan and the warrenty. Asked if I could come in tomorrow to sign updated paperwork. The sales manager said the bottom line all in and out the door would be $15223.94 without gap insurance ot ******** with it. I did not get an answer to if I could return the car. I asked of I could think about it for 12 hours and he said sure. Even though the final price was what I was expecting I was extreamly unhappy with the service. I wan to return the car and give my buisness to another company.

  Business response

  07/18/2022

  Contact Name and Title: *********************
  Contact Phone: ************
  Contact Email: ********************************************************************
  We have refunded the customer her down payment and cancel the vehicle purchase. Spoke to ************ on 7/18/2022 to complete all this. If there is anything else, she can contact me directly. She has all my contact info.

  Customer response

  07/18/2022

  Car has been returned. I gave them back the keys on Tuesday July 12th. I have not gotten the email I requested the confirm the return I still have my down payment on my credit card.

  Customer response

  07/18/2022

  Just got off phone with general manager. CC refund is pending. They did not have my card on file and someone was supposed to contact me for it and they did not. I have a picture of the receipt and now have a confirmation email. Saying purchase has been canceled and we have no liability for the car.

  Business response

  07/21/2022

  I just called and left a message for ************. Also text to confirm the refund has showed up. She text me back that she would check later today.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Saturday, November 6, 2021 I sold my 2019 Honda Pilot to Ourisman Honda. I am do $5,994.68 from that sale. I am still waiting on that payment today, Friday, December 3, 2021 due to extreme negligence and incompetence. I even visited the dealer on Tuesday, November 23, 2021 and was promised the check within 5 days. This has not occurred. If I owed them approximately $6,000 on the purchase of a vehicle, I'm sure they would have sought the payment or return of the vehicle. The dealer is a 50 minute drive for me. I have tried to contact management without success.

  Business response

  01/31/2022

  Consumer Response /* (2000, 6, 2021/12/03) */ Your excellent timely contact to Ourisman Honda of Laurel following the filing of my complaint prompted their immediate action and the case is resolved. It's unfortunate that my attempts for action from the company meant nothing until I contacted BBB. Thank you for your service. It is greatly appreciated.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent my stepmother and father in as a referral to this Honda Dealership in Laurel on the account that they sent me an email stating they would pay my next car payment if I were to refer someone to them. My parents gave their consultant Lamont J. my information when they went to purchase their car on October 24th. My step mother than texted him my information as back up so he would not forget. Lamont's story then changed to "She will only receive $100). My car payment is in fact well over $100. I called multiple times and was told that they never referred me, then it changed to I had to be present with them, then it changed to I had to call in before my parents came. None of these "stipulations" were stated in this email that simply states that if I refer someone, I can get my car payment paid. In the many calls to this dealership, I have been promised call backs that I have never received. This incident was supposed to be "escalated to the general manager" around November 1st, and I still have yet to hear from them or even receive the $100 they said I was only eligible to receive.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/11/22) */ Hello , my name is si f. and i am the general manger, can the customer please provide anything that is in writing or that has ben signed by a manger or sales staff. please provide any documentation so that I can look into this further. right now its all heir say. Consumer Response /* (3000, 7, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent in all of the documentation. I sent in the email of the promotion, I sent screenshots of communication to the sales person. No manager has reached out to me in the multiple times I asked to speak to one. I've spoken to Lamont and was told on two different occasions that my information was taken down and would be escalated to the you, the general manager and not once have I gotten a call back. You claiming heresay is mindless because you all are aware that I've called multiple times regarding this matter and chose to ignore me until I filed this complaint. Business Response /* (4000, 12, 2021/12/27) */ Hello , we belie the customer has not provided a voucher with a mangers signature . we have offered her the $100 to help her with the referral. but she has not provided anything in a contract or signed agreement that we will pay her next car payment. Consumer Response /* (4200, 14, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company not once said that the promotion needed for a manager's signature in order to receive the promotion. The email that I uploaded specifically states that if you refer someone, your next car payment will be paid. There are no stipulations stated in the email and no further instructions other than to simply refer them. If all of this was needed in order to get the promotion, why not state that in the email you're sending? There wasn't even as little as a fine print in the email. And as far as the hundred dollar promotion, my step mother spoke to the general manager and was told it was sent in the mail weeks before I even filed this claim and I have yet to even receive that, hence why I filed. Consumer Response /* (3000, 24, 2022/02/16) */ When I referred someone for my next car payment to be paid, it was during Halloween. I even called and was told that whoever I referred only needed to tell them my information. No where on the Halloween email did it state to email them. I uploaded the winter promotion to show that once I made a complaint, only then did they start being specific on instructions to receive the promotion. Even with all of this, I still have not received ANYTHING from Honda as promised. Business Response /* (4000, 26, 2022/02/16) */ Hello , we belie the customer has not provided a voucher with a mangers signature . we have offered her the $100 to help her with the referral. but she has not provided anything in a contract or signed agreement that we will pay her next car payment. we request that this case be closed and final. we have an A+ BBB profile and we strand behind all of our offers. this customer still can not provide us with anything in writing or an agreement.

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