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:10/21/2024

  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.

  My car has been with this company for a week and despite many calls sometimes multiple times in a day I have never spoken with anyone. I want a call back and I want them to have my car towed to my dealership. This is disgraceful!

  Business Response

  Date: 10/21/2024

  Service mgr was contacted directly by a relative of vehicle owner on Saturday 10/19/2024, reviewed case notes, apologized for situation, customer agreed for Service Mgr will work directly with customer to repair completion. 

• Initial Complaint

  Date:10/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 Nissan Rogue in July 2023 from Ourisman ************** of ******* I found out recently that I was charged for new tags that I never received when I purchased my car in July of last year. I stated I wanted to keep my old tags and my Sales **** ********, said that was fine. He actually put my old tags on my new car. My tag #***M452. The sticker for those tags expired in April, but I never received a renewal notice from the **** so I was driving around with expired tags for several months! Of course, I was very upset by this, thinking I could be pulled over at any minute for driving with expired tags.I went online to the *** website to see what was going on & found, to my surprise, they had a totally different tag# on file for me (1FP9706) with a different expiration date in September! I went to the *** to talk to someone to try to find out what was going on, and they told me that they pulled up my sales receipt & that I was charged for new tags, which I never received! They told me that I should get a refund from the tag and title company for the charge for those new tags that I never received. I had to go ahead and pay to renew the tags I have & have my correct tag number reactivated with the *** to avoid being pulled over for expired tags.I went to see ***** ****************************************** at Ourisman ****** in ****** August 2024 to discuss the issue. She processed my paperwork when I purchased my vehicle in '23. She gave me the info for the ************* because she said that the paperwork she sent over to them stated "Transfer tags." I reached out to the contact she gave me, ********* ******** ************************************************ Her response: "I do apologize for the inconvenience. Unfortunately, I am not the one who can make the decision to refund you. *****, if we are going to refund the customer for what she paid at the *** to renew her transfer tags, then I will need a check request." I haven't been able to reach them since Sept 3.

  Business Response

  Date: 10/19/2024

  This case has been reviewed by our management team, we have reached back out to the customer, apologized for the situation, processed and sent a refund check. Our staff spoke with the customer 10/19/2024 and the customer acknowledged receiving the refund check. 

  Customer Answer

  Date: 10/21/2024

  I have received the refund check; however, they still need to update their records to show my correct tag #. I spoke to ***** 10/19 and she said she would take care of it on her end at Ourisman.  In addition, I am still dealing with getting my correct tag # registered to this vehicle with the MVA.  They still show the wrong tag # associated with this car also and are saying they are going to suspend my tags that I have that should have been transferred!  ***** sounded like she was upset with me for filing this complaint, but I explained to her that if they had done this right with the filing of the tags in the first place, I wouldn't be dealing with this with the ****

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22397032
  
  I am rejecting this response because:  
  I have received the refund check; however, they still need to update their records to show my correct tag #. I spoke to ***** 10/19 and she said she would take care of it on her end at Ourisman.  In addition, I am still dealing with getting my correct tag # registered to this vehicle with the MVA.  They still show the wrong tag # associated with this car also and are saying they are going to suspend my tags that I have that should have been transferred!  ***** sounded like she was upset with me for filing this complaint, but I explained to her that if they had done this right with the filing of the tags in the first place, I wouldn't be dealing with this with the MVA!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/22/2024

  CASE REVIEWED BY GENERAL MGR AND TITLE ***** THEN RESPONDED TO CUSTOMER, SEE EMAIL TO FOLLOW . . . 

   

  From: ********* ******** <****************************************************************************************>
  Sent: Tuesday, October 22, 2024 9:20 AM
  To: ***** <******************************>
  Cc: **** ******* <****************************************************************************>
  Subject: Re:
  
  Ms. ********, I do apologize, from your previous email, I thought that you handled everything at the **** and we were just to refund you for the new tags. You had stated in your email you had already went to *** to have the tags registered to your vehicle. I am not sure what they did, but I do see that they are not registered to your vehicle you purchased. I will submit for the tag transfer now so that your car is registered to tag # 282M452.
  
  
  Please kindly email me a copy of your driver's license, so that I can submit this request to MVA. I do not have a copy of your drivers license as the folders from previous years are kept offsite in our warehouse. 
  
  
  
  
  
  
  
  
  ****PLEASE REPLY ALL****
  
  
  Thank you,
  ***** ********
  Tag & Title Manager
  (O) ************

  Customer Answer

  Date: 10/27/2024

  1) On 10/22/24, Ms. ******** asked for a copy of my Driver's license.

  2) I sent Ms. ******** a copy of my Driver's license on the same day, 10/22/24. 

  3) As of today, 10/27/24, I have not received any further communication from Ourisman. However I received another letter from the *** asking about proof of insurance for a 2007 *****, which I do not have. So I emailed Ms. ******** again as follows:

  *********, please let me know when the *** has received your request to show my correct tags associated with my 2023 ****** and it is in process.  I am hoping we can close this issue out soon with the BBB, as I'm sure you are also, but the *** is still threatening to issue fines if this is not straightened out soon with them.
  
  I appreciate your time and attention to this matter.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22397032
  
  I am rejecting this response because:
  
  

  1) On 10/22/24, Ms. ******** asked for a copy of my Driver's license.

  2) I sent Ms. ******** a copy of my Driver's license on the same day, 10/22/24. 

  3) As of today, 10/27/24, I have not received any further communication from Ourisman. However I received another letter from the *** asking about proof of insurance for a 2007 *****, which I do not have. So I emailed Ms. ******** again as follows:

  *********, please let me know when the *** has received your request to show my correct tags associated with my 2023 ****** and it is in process.  I am hoping we can close this issue out soon with the BBB, as I'm sure you are also, but the *** is still threatening to issue fines if this is not straightened out soon with them.
  
  I appreciate your time and attention to this matter.

  Business Response

  Date: 10/28/2024

  Tag & Title clerk sent the transfer request in  to *** the same day she sent to her drivers license. STill waiting on it to be processed by MVA.
  Also, we know nothing about a 2007 ****** She didnt trade that car into us... 

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair 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.

  Hello* I bought a car from Ourisman ****** of laurel * The next day car star giving mechanical problems* try to contact and have some resolution but I appear tha they dont Care about * they didnt mention tha the car was involved in accident tha now is causing the air bag warning to come on * the repair I will cost ************************************************************************************************** even respond to my calls *

  Business Response

  Date: 10/18/2024

  SERVICE DEPARTMENT HAS REACHED OUT TO CUSTOMER, VEHICLE WAS BROUGHT TO SHOP 10/15/2024, CUSTOMER PROVIDED TRANSPORTATION, DURING DEALER INSPECTION AND CARFAX REVIEW, NO INDICATION OF ACCIDENT DAMAGE. VEHICLE IS CURRENTLY BEING REPAIRED AT LOCAL ****** DEALER AT NO CHARGE TO THE CUSTOMER. 

  Customer Answer

  Date: 10/18/2024

   
  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.
  And to thanks the manager and the people at  the dealer for work this out , 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 27,2024 I traded my 2023 GLI VW in for a 2024 Hyundai Sonata.The salesman asked for the estimate for the payoff for my GLI, I responded its around 33,000 I'm not sure what the exact amount is. No one never said anything else about it. To my knowledge I thought they had already contacted VW to ask for the exact pay off because he did not ask me to pull up my account. I let the salesman and finance lady that I wanted to transfer my tags over because my tags were not a year old yet. My car needed to be registered and title in D.C. which she copied my District of Columbia car insurance. I was not switching over to Maryland. Everything was understood and I made that clear because I went through with the deal because I was about to walk away if they could not registered the vehicle in Washington DC. Lisa **********r called me August 6, 2024 telling me that I owed VW $856.00 (I'm not sure what the exact change is) for the pay off for the car. I needed to contacted VW, I called VW that same day and they notified me that my Hyundai had already paid off the car and I did not owe them anything. I called Lisa back and let her know the conversation VW and I had. Lisa stated that I owe the Hyundai (dealership) I'm not sure exactly $856 because the pay off number was more then the number on the contract. I let her know that I was not giving them any money because the mistake was not my fault. The dealership rushed a deal because it was the end of the month and I told her that I can bring the car back because I am not paying them anything. She stated we can not take the car back but let me speak with my manager. The communication sucked really bad, I had to call multiple times and leave messages. I finally got in contact with her a few days later, she stated after speaking to my manager its either you pay us or you have pay the taxes, title and registration on your own. They gave my Maryland tags, title and registration. I have contract Hyundai coparate no solution

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair 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.

  On 8/27/24, I took my 2018 Santa Fe Sport to ************ in ******, **. When I dropped the car I informed them that the problem was the timing belt and it was under warranty. I called numerous times & left messages to find out the status of my car. When no one returned my call, I had a friend to take me , in person to the dealership on 8/29. I was told the person who had been assigned to my car was sent home on 8/27 & wasnt expected to return until 9/3/24! No explanation was given to why no one answered his phone or called to tell me the status. When he returned I received a call to pay $700 to authorize them to work on car. I let him know that I had a warranty that I purchased when I purchased the car, used ,in 2022! He checked & found it. He subsequently contacted me on 9/23 to let me know car needed 2 more parts. That is the last I have heard from anyone. I rented a car for a week & used **** at least 6 times. I have missed 2 doctors appts. Because I was not informed car wouldnt be ready! I am 80 years old & have no more money to handle the loss of my car. I called today 9/24 at 5pm. Was told manager of my car had left & no status was known. I am angry & frustrated & want my car back! Is there anything you can do to find out the status of my car & when I can pick it up. I have never experienced such poor service, previously had a ****** & prior to that. *****. Please contact me at ************** as soon as possible. It will be greatly appreciated! ******** ****

  Business Response

  Date: 09/11/2024

  This vehicle is still in the diagnostic phase, the service advisor, ******* C, has been in touch with Mrs. **** a couple times this week. The latest update is that we are waiting for her extended service contract representative to send out an independent inspector to review the repairs required on the vehicle. That process typically takes ***** hours from call in. 

  Customer Answer

  Date: 09/19/2024

  Dispute has been resolved. I received a loaner car on 9/18/24 , after having my car  since August 26th! Yet to be repaired pending approval from warranty company.

• Initial Complaint

  Date:08/06/2024

  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.

  When I purchased a used vehicle from this dealership on 2/5/2024, the finance manager mislead me by telling me that the extended warranty protection plan that he sold to me would cover my vehicle bumper to bumper like it was a new vehicle. Today I found out that was a lie and my vehicle is in need of repair that would have been covered if it was new, but isnt covered by the protection plan that was sold to me although I was told it would cover my vehicle like it was new. The dealership should repair my vehicle at no cost to me or reimburse me the cost of the repair if I repair it before a settlement is reached.

  Business Response

  Date: 08/23/2024

  We are sorry to hear that you are not satisfied with the coverage that you elected to purchase at the time of your sale.  We would be happy to review your paperwork with you and see if there may be a disconnect.  We always train our staff to establish full transparency throughout the entirety of the sale.

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They promised me to finish the repairs and the missing tools from new car before buying and now they are not willing to do it anyway and not providing the tools. I have been trying so many times since I bought the car they are not answering emails and the phone calls. So they just sold the car due to misguideness of the customer even they might discriminate me due to my skin color or the language are maybe my religion I would highly appreciate it if you could please look into this matter thank you.

• Initial Complaint

  Date:04/24/2024

  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 received an oil change from the business in November of 2023. In mid April of 2024 I noticed a large amount of oil leaking from my vehicle, as well as a low oil pressure light on my dash. I took it to a different mechanic on 22 April who said Ourisman had improperly fastened the drain plug, which is where the leak was coming from. I took it to Ourisman on 23 April who secured the drain plug properly. When I went to pick up the car after they serviced it, they lost my keys for about 10 minutes. In that 10 minutes, they notified me they had changed my oil without my consent or permission, and charged me $85.02 for that service. I paid the fee because they convinced me it was a service that I needed anyway. While I was driving the car back home after that I noticed a scraping sound coming from beneath my car while driving at high speeds. I pulled over to find the technicians had not properly fastened the underpinning of the car after the service. It had been loose and dragging on the ground as I was driving. I immediately turned around and returned to their service department, where they resolved my issue.

  Business Response

  Date: 05/08/2024

  I actually worked with Mr ******* the day the issue was found to get it resolved. After receiving this case, I tried to contact him multiple times by phone to obtain his credit card data to provide the refund. I have not gotten a call back. Today I also sent an email. 

• Initial Complaint

  Date:02/01/2024

  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 Santa Fe for my business. Originally sales person told me that they do not have an AWD in stock and I would have to put a deposit down to reserve one. Immediately after I put a deposit down, he told me that he has the car that I want in stock. It was only after I took delivery of the vehicle that I realized they cheated me and gave me a FWD and NOT a AWD. When I approached the company to reach a resolution, they got all defensive saying that my trucar inquiry was for a FWD. I asked them how much it would be to trade it in for an AWD and they wouldn't get back to me with a quote. Beware, they are a ****!

  Business Response

  Date: 02/12/2024

  We are sorry to hear that you are not 100% satisfied with your purchase.  After extensive discussion with your sales representative regarding vehicle options and payments that met the target budget, the vehicle that you agreed upon and ultimately purchased was the exact same vehicle that you originally inquired about.  I have attached that original inquiry that clearly shows the request for the vehicle with full VIN that was ultimately purchased. That inquiry has the vehicle represented as a Front Wheel Drive (FWD).  Our dealership never attempted to represent this vehicle as anything other than what your initial inquiry stated. 

  Customer Answer

  Date: 02/12/2024

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

  This was not my final inquiry with Ourisman. Just because I made an online inquiry for FWD, does not mean that is what was my final selection. I have attached an email as proof that I requested an AWD.
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 03/07/2024

  There was additional conversation after that email that occurred offline with our sales representative where it was determined that due to cost they would be sticking with the FWD that was originally quoted.  In the customer's earlier conversation they clearly stated that they understood that FWD stands for Front Wheel Drive.  On the Buyer's Order, Odometer Statement, Title Application, and Insurance Acknowledgement this was clearly represented.  Those documents were all reviewed at the customer's leisure, signed, and notarized without the influence of a dealership representative. 
  
  This customer ultimately chose to purchase the exact same vehicle and VIN that they inquired about.  At no point did any member of our staff represent the vehicle purchased as anything other than what the vehicle factually was.  Unfortunately, the buyer's remorse for not taking on the additional expense for an AWD is not something that we can accommodate.  
  
  Thank you,
  
  Benjamin *****
  General Sales Manager
  Ourisman Hyundai 
  Ourisman Nissan
  3516 Fort Meade Rd
  Laurel, MD 20724
  ***** ******** 

  Customer Answer

  Date: 03/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Ourisman did not give any solid evidence that we changed to a fwd since this was not the case. They tried to convince us to purchase a SEL vs a SE, NOT a FWD. It is unfortunate that they are not providing any recorded phone conversations, but I think there is reason they are not.

  Ourisman's response is unacceptable, they know we didn't want to drive the vehicle since it was a fwd, if there was remorse about getting a fwd then we would have driven it and then complained....

  It is unfortunate that I didn't check the BBB prior to making my purchase, because they are not endorsed by the BBB.

  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:01/18/2024

  Type:Product 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 car care service plan on 12/16/22 when I purchased a new Hyundai **************. I sold my car in December 2023 and cancelled the service plan on 12/18/23 worth $1,500. I received a reimbursement check for $1,234.60. When I inquired what happened to the remaining $265.40, I was told this money was withheld as penalty for cancelling the service plan. I reached out to Mr. ****** *** via email and submitted a copy of the one page service plan which says nothing about cancellation penalties. Therefore, I should be refunded $265.40. If the cancellation penalties were made known to me at the time of signing the maintenance contract, I would have declined it. Mr. *** never acknowledged nor responded to my email. Ourisman was never candid and transparent with me by hiding the cancellation fees. Please note per attached enclosure at the bottom of the page, the service plan contract consists of 5 pages, I was given only the first page per enclosure. Thank you for your assistance.

  Business Response

  Date: 02/12/2024

  We apologize if you had different expectations from the cancellation of your service plan.  The documentation and disclosures were available to you at the time of purchase.  Those products are cancelable with the customer being due a refund based on the length of use.  It appears that the team did respond to and process your request.  

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21157043
  
  I am rejecting this response because:  Ourisman is lying about providing any documentation and disclosures dealing with the cancellation  fees for the service maintenance contract  I already submitted copies of all the documentation Ourisman  provided me and none of the these documents address any cancellation fees or prorating.
  
  Sincerely,
  
  ***** *****