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:10/31/2023

  Type:Sales and Advertising 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.

  On 10/29/21 my vehicle underwent a timing belt repair and replacement by ******** Automotive in Gaithersburg MD. On 10/21/23 my engine failed, and it was determined it was related to the timing belt that had been replaced. ******** told me the parts and work were warrantied by GM for 2 years and unlimited mileage and to bring my vehicle to the nearest GM dealer to have it fixed. My car was towed to Ourisman. Ourisman took over 18 hours to respond to my consisten request to acknowledge what was going on and refused to cover any type of loaner vehicle while my car was there. Then they requested to perform a diagnostic for $1400. It was authorized and they claim the issue was not related to the parts that are warrantied but actually the installation of the parts which was done by ******** (another gm dealer). Due to this they claim I would either have to come out of pocket for $20 k or to deal with ******** not them. They also claim my oil pan is punctured which isn't was not when I brought it there. I have proof of that included in this form under mechanic invoice 10/23/23. When they claimed that I was also reminded I used to go there for oil changes until another Chevy dealership had discovered that OURISMAN had actually done damage to my oil pan and was covering it up because they performed my services. That incident occurred in 2014-2015 and I had not been there since. My regular mechanic and ******** employees have also acknowledged that they have had issues dealing with Ourisman and their level of honesty. I am a 100% disabled veteran that works 2 jobs to make ends meet and I am now without my car that I finally paid off. 

• Initial Complaint

  Date:10/25/2023

  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.

  I dropped my car off for a 9am appointment on Monday and did not hear anything until around 6pm that night (The dealership does not answer the service line or return voicemail). When I finally got a call that night, I was informed that they still had not completed my car diagnosis but said they hoped to know more by 9am the next morning. I did not hear back until 3pm the following day. I tried to contact the dealership multiple times throughout the process because this is my family car.Finally, when I get a diagnosis they recommend an engine replacement... the car is only worth 7k and the engine replacement is 15k. After some back and forth, I discovered that the engine could be rebuilt to fix the synchronization issue for much much much cheaper, but the dealership is unwilling to do that work. The car does not "need" a new engine, that is just the only work the dealership is willing to do. The service manager said they won't do that work because they don't want the liability associated with taking an engine apart and being responsible if other parts break.Fair enough. They don't want to spend the time and have the liability for a complex engine repair. It was essentially.. your car is old, just pay 15k for a new engine so we don't have liability. I am sorry, I just don't understand why I am paying for that diagnostic service. A suitable diagnostic would have been, "we think you need to replace X system in the engine, but unfortunately here at the dealership we don't do that type of work on older cars. We would love to write a report of what we found for you to take somewhere else". I spoke to the service manager ******* after I disputed the $225 diagnostic fee. I have never felt so horrible as a customer. He made me feel like a ***** for calling for updates on my car. How horrible, car issues can be so stressful and especially when it involves the family car. He excused the lack of responsiveness by the dealership as being their normal operating procedure.

• Initial Complaint

  Date:10/24/2023

  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.

  I bought a cpo (certified pre-own) vehicle on July 5th. Within three weeks I needed to bring the car back to get it serviced for an electrical issue. That took almost 2 weeks to complete. Shortly after I got my car back, I felt grinding when braking and my remote start didn't work. I brought the car back again to get serviced and the Manager of this dealership is trying to get me to pay $500-$2000 for brakes and rotor replacement. He basically said the wear and tear is on me and the battery replacement is on me. I barely put any miles on the car, and this is supposed to be a certified vehicle with a 172-point inspection. The Manager said the inspection was confirmed and verified. I asked him If that was true, why doesn't my remote starter work? At that time, he paused and said he will need to check on it and call me back. As of this writing, I haven't heard back from him. If this vehicle was properly inspected as it states on the paperwork, with the signatures of both the certified technician and the service manager, then why are there so many issues this soon with the car. So far, there has been three major issues with the car in the short time that I've had it, issues that were sign off on as being tested and repaired (if needed) according to their paperwork. The integrity of this dealership and everyone in it needs to be questioned. This is more like a scam than a business. I looking to get my car back with the brakes/rotors repaired or replaced, along with the battery and the remote start, that never worked to begin with.

• Initial Complaint

  Date:03/07/2023

  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.

  Dear Sir/Madam I bought a used car Ourisman Chevrolet, Buick & GMC  of Alexandria on Feb 21, 2023, for my minor son (17 years old).Regrettably, the car hasn't been up to par for the following reasons:- The salesperson failed to mention that the car had been smoked in.- The car is very dirty inside (with noticeable large stains) and outside and he promised to detail it, but they refused to do when my son took it to them yesterday March 6, 2023 (because the detailing guy was on vacation, as the salesman told us), and I tried to call him back but he never picked up the phone.- I was discriminated against by gender and religion, and they treated me with no respect to address my concerns.- The salesman lied about the additional fees by adding unknown fees of ($995) and pretended that he gave me a discount of ($1000). Unfortunately, even though I have evidence of this in his handwriting, the manager refused to take care of all these issues.I would appreciate it if you could organize the following:- A refund of $2000.- The car is to be thoroughly cleaned inside and outside to remove the smell of smoke and stains.- Or return the vehicle ASAP.As I'm sure you can imagine, my young kid depends on this car for transportation, and in addition to being a hassle, these issues have cost me extra money because I've had to miss work and struggle with stress and mental pain to the point of being unable to work.I'm hoping we can resolve this issue amicably.However, if the issue is not satisfactorily handled by 03/21/2023, I will consider pursuing other steps to resolve the complaint, such as filing a lawsuit against your dealership for common law fraud through the courts or through Consumer Protection.

  Business Response

  Date: 04/12/2023

  We took the vehicle back and refunded customer all of her money.

• Initial Complaint

  Date:03/06/2023

  Type:Sales and Advertising 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.

  I bought a 2016 chevy ***** 2 1/2 months ago with 16,000 miles on it ,,since I had this car it's been in the shop 4 times ,,i took it to 4 different chevy dealership and 4 different results ,,the car was leaking radiator fluid from the thermostat and water pump and now the blower motor smells and is making a chirping/squeaking sound ,,I've invested time and money into a car that I only had for 2 1/2 months and the problem isn't fix at all ,,,I can't drive the car and I felt like I've been rip off,,there wasn't a 101 point inspection on this car and I feel like they shouldn't have sold me a car with multiple problems

• Initial Complaint

  Date:02/16/2023

  Type:Billing 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.

  PART 1 - I reached out to the Ourisman Chevrlot dealer on ******************** an attempt to get an appt for a multi service inspection on my 2005 Chevy ****** I purchased from a previous owner.. I was told they didnt have an appt for a multi inspection, but did have an appt for a full diagnosis, but it was not FREE. Interesting. Initially, I was told there was a recall on the car and I needed to make an appt to get the matter resolved. I received a call later that day they had a cancelation. In order to get the appointment, I needed to be there within 30mins. DONE. I had my mom drop me off because the service person stated that they needed my car for a day. WHY WOULD THEY NEED MY CAR FOR MORE THAN A DAY IF THEY DIDNT HAVE TIME TO DO A FREE DIAGNOSIS. When I dropped my car off I specifically told **** and ***** what was needed. I received a call later that the full inspection will be $185.00. I agreed to those terms and ask that we move forth. I received another call that I need to replace the wheel bearings and a sensor at the cost of $525.00. I agreed to move forth with those repairs. I called for days and no one would assist me nor let me know the status of my car. I received a call the day before New Years that my car was ready, but when I get there I was told that the part for the car was incorrect and they needed another day. After more then 5 days I received another call that my car was ready and the cost was $1900.00. How do we go from $500 to $600.00 to $1900.00. When I arrived to the dealership, the price moved to $3000.00, then another person quoted $2500.00. No one was consistent in the price. To make matters worse they changed the transmission fluids, some carbon removal, brake fluid and a host of other things work I never authorized. Apparently, this is a trend at Ourisman Dealers. After reading the reviews, the service techs and mechanics are performing unnecessary or additional work that was not authorized. IT GETS WORSE. PART 2

  2nd Part After going back and forth with the service rep and other staff members about the inconsistencies of the bill. I had to pay for service that was never authorized. I retrieved my car and left. I got home and just parked the car. The next day I went to run and errand and my car didnt start. It was later determined that the antilock system was in affect. This generally happens when the car battery has been removed or the car sense a break-in. To say the least, the car shut down. I had to have it towed to the ******************** Dealer in order to get my car started. The VA dealer realized that they failed to reset the system and inconvenienced me. MISERABLY. Another inconvenience. By the time the car was towed to the ******************** location January 4, 2023, business hours were coming to a close. I had to wait until Friday, January 6, 2023 to retrieve my car. I spoke with the manager ***, who was amazing. *** said they werent sure why the car shut down and that they needed to do a full diagnosis. So I had to pay for another diagnosis for work that not only did I not authorize, but now I have to get another diagnosis on a car that just received the same service. I had to pay $500.00+ for the same service that was suppose to be done. The ******************** charged me over $500.00 to only tell me that my battery was low and that the motor oil was never changed. If the work was done the first time, why would another dealer tell me otherwise. I feel like I have been taken advantage of and the Ourisman Dealership has created a lot of havoc in my life.

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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 did MSRP swap on 9/30/2022. From General Motror's MSRP Swap contract and Buyer's Order, the dealership owes me $4,197.50 on MSRP Swap date. Sales Manager told me that the check will be delivered in 2 weeks. I attempted to contact Sales/Sales Manager, but most of my calls/texts/voice mails were ignored. On 9/3/2022, my husband talked to Sales Manager on site, but was told the check will be mailed in 2 weeks from MSRP Swap date. On 10/12/2022, I left voice message to Sales (Jason), but ignored. On 10/12/2022, I contacted Sales Manager (Krish D******) on chat. He told me he'll check tomorrow, but he has never got back to me. On 10/13/2022, I left voice message to Krish, but ignored On 10/14/202, I texted Jason, but ignored On 10/15/2022 Sales Manager (Krish) called me because I submitted negative review to General Motors. He said the check was mailed on 10/15/2022. If I don't receive by 10/17/2022, he said he'll have the check cancelled and ***** the new check (next day delivery). On 10/17/2022 I didn't receive the check. I texted Krsh to ***** the check so I can receive by 10/19/2022, but ignored

  Business Response

  Date: 11/10/2022

  The delay was due to a problem at General Motors. Customer has received all monies due, and is happy.

  Customer Answer

  Date: 11/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:10/15/2022

  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.

  I purchased a SUV ************** from this business. They sold me a truck with dry rotted tires. The dealership call themselves fixing it by putting something in the tires to stop my low pressure light from coming on. They refuse to reimburse be for the four new tires I had to purchase

• Initial Complaint

  Date:08/20/2022

  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.

  On May 27th I bought a new 2022 Chevrolet ***********, paid in full for $32,000. The business committed to provide me with a new car with only 4 miles on the vehicle that would be able to transport me to and from school, work, and home. The car was brand new so it should have no electrical issues or need to be placed in the shop. I also got the windshield protection which was an added $2,000. In total, the car and the protection was around $34,000. After purchasing the car and driving around in it, I noticed that some of the features were not up to par. The ***** Car Play system was not working properly and the screen would glitch. Once I had directions displayed on my car I would have to wait at least two minutes for the screen to start lagging and then return to normal and show the directions. This was a danger because if I am driving and need to get somewhere and the directions are scrambled, I do not know where I am going. Once I start my car, I should be able to drive off and leave. This happened on numerous occasions. At least 5 or 6 times. The vehicle only has 2500 miles on it. Also once I was in reverse, the back up camera was not aligned with the steering wheel which is a hazard. If I am backing up and the screen says I am going in one direction but the wheel is going in another, I could crash into something. On two occasions, the dashboard screen was unresponsive to my touch and would lag. After the first two times, I went back to the dealer since they were putting a color sealant on my car and told my sales representative ****** what was going on. He told me not to worry about it but if it happened again to record it and send it to him. The next time my screen glitched, I recorded it and sent it to him. He told me to make an appointment so I did. I have made four and no improvements have been made. My radio also once connected to my phone for music sounds like it pops and the sound is not clear. My phone once connected wirelessly now it does not connect.

• Initial Complaint

  Date:05/23/2022

  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.

  SINCE 4/14/2021 I HAVE YET TO RESOLVE MY MECHANICAL ISSUES WITH THIS THAT WAS COVERED UNDER MY WARRANTY. THIS COMPANY CHARGED ME FOR A DIAGNOSITC. THEN TOLD ME NO ISSUES WERE FOUND. OURISMAN THEN CALLED MY WARRANTY COMPANY TO INFORM THEM THAT I NEEDED A NEW AIR COMPRESSOR. PER MY WARRANTY COMPANY I WAS TO RETURN VEHICLE BACK TO BE FIXED. OURISMAN TOLD ME THAT I HAD TO PAY FOR ANOTHER DIAGNOSTIC. I HAD PAID $781.00 FOR THE SERVICE THAT WAS ALL COVERED UNDER MY WARRANTY. AFTER PAYING I WAS TOLD THAT I HAD TO WAIT FOR THE PARTS. MY CAR SET ON THEIR LOT FOR SEVERAL WEEKKS BEFORE I RETRIEVED MY VEHICLE. ISSUE STILL NOT RESOLVED. I WAS TOLD THAT MY CAR WAS SHOWING SOME CODES THAT NEEDED TO BE ADDRESSED. I PAID $387 AND THE ISSUES WERE NEVER RESOLVED. I HAD AN APPOINTMENT TO HAVE AIR COMPRESSOR FIXED TODAY 5/23/22. I WENT IN THIS MORINING ONLY TO BE TOLD THAT I DID NOT HAVE AN APPOINTMENT AND THAT I WOULD HAVE TO SCHEDULE FOR ANOTHER DIAGNOSITC. THE SERVICE DEPARTMENT IS PRACTING UNLAWFUL BUSINESS PRACTICES.