ComplaintsforOurisman Kia of Alexandria

• Initial Complaint

  06/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On December 28,2022 I drove off the lot with a certified used suv, purchased from Ourisman Kia. Since then, my car has been in the shop 5 times; the first being two days after driving off the lot. The finance manager ****** did not do a great job at all explaining to me all the paper work and warranty options, and because it was certified used I was under the impression that there was still some type of warranty on the car. My car started lighting up like a Christmas tree soon after purchase and come to find out nothing was covered under whatever warranty I had on the car. My car was in the shop 3 times for the parking break, causing my car to not go into drive for hours. Clearly there’s some electrical/ censor malfunction with the car because the service manager even admitted to me that the car’s undercarriage seemed to have been in some type of flooding because there was corrosion and damage underneath. When doing a diagnosis on the car there were different codes showing up, one min one light will come on and the next it would go off and then the check engine light would come on. Expressing my concerns to the dealership and to ******, the only real solution offered to me was trading my car in and being upside down in another auto loan and of course highly payments. I wasted $2k on a down payment and as of now my car has been in the shop 5 times 3 of which for the same issue. Unfortunately because it’s a used car there’s no protection by lemon laws, but I am super frustrated that I bought a car for reliable transportation for me and my kids and I got the opposite and it’s causing more issues than before I had a car

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 12/3/22. I made it through the negotiations with Ourisman *** on ************* in Alexandria to buy a used car with cash. This was particularly difficult as ourisman will not allow you to have the car inspected by another company prior to purchase. None the less, I buy the car at the same time its being cleaned and come outside to find a large dent/scratch in the back on the bumper. Because Im in a 3 day money back guaranteed window, they agree to split the bill to have it painted and agree to mail me a check for $300(half the estimated cost of repainting). Fast forward over a month, they havent paid and are dodging my calls. They have answered when I call but tell me they would return my call and never do. At this point it seems they only want to get me off the phone. No calls have ever been returned. Based on my experience during the purchase with the sales folks and finance people, I dont expect a great level of customer service. To put it politely, I would avoid doing business here.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I started going to this dealership when I was 5 months pregnant due to a check engine light and what appeared to be an oil leakage. I promptly scheduled an appointment with the dealership which just opened near my home. I was informed that because it was a new dealership, they are understaffed and have only one technician onsite. So appointments were limited. My first visit to the dealership was in March 10 of this year. I spoke with the then service manager, Thalia. They charged me for a some items that said would resolve the issue based on what the technician uncovered and they placed an order for a part that would arrive in a week or so. Approximately 3 weeks later, the same issue occurred (check engine light) and I returned to the dealership as I was concerned that my commute is several hours a day, I am pregnant and my office route takes me through a dark patch on ********* parkway and I did not want to risk being stuck on that route one evening. I scheduled a March 30th appointment. This time I was informed by the service manager Gloria, that an oil change will resolve it as well as the item the ordered. All appeared to work well for approximately one month when the same issue occurred yet again. I returned on May 19th. I was informed by the then Service Manager, Gloria, that there is now a new mechanic as the one who previously serviced my vehicle had a personal emergency, and had to leave the country and that the new mechanic has to go over my case as well as others to investigate what was missed etc. They kept my car for approx 10 days. and decided to do an oil consumption test. I then returned to the dealership in may and again in June for the same issue. Followed by 4 weeks after giving birth as the engine light came on yet again! this time i felt unsafe to drive my newborn in the vehicle. they assured me it's safe. My car has since been at the dealership since mid July. This time under the care of a new service manager, named Daniel.

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