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:10/09/2023

  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.

  On Saturday October 7th 2023, My husband had my Chrysler *** towed to this dealership, it had broken down. The mechanic looked at the car and said the alternator had fried and may have damaged the car's computer. He knew my husband was from NH traveling to Florida for a funeral. The mechanic told my husband he may be able to get a new alternator in a week or so. He also said if we get tthe alternator it will cost $1500 and may not solve the problem if the computer is damaged, it would be taking a chance. He said he couldn't tell if the computer was damaged until we got the new alternator in. He then said the best bet would be to go talk to the sales department because my car is very nice, red interior, low miles and would make a great trade in. At that point we called a tow truck and told the dealership we were all set, taking it somewhere else. They charged $250.00 for the (non) diagnosis. Then they DROVE the car out of the shop out to the front. The other repair shop promptly installed a new alternator. I am demanding a refund of the $250.00 because they did not give an actual diagnosis, they were trying to take advantage of stranded travelers. The information they gave was not accurate. It only takes a few minutes to see an alternator is faulty. We were not informed ahead of time it would cost $250 just to look at it. I do not believe much of what they said and I was correct.

• Initial Complaint

  Date:08/04/2023

  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.

  On 7/25/2023, this facility performed an alignment on my vehicle. The steering wheel was not centered, and the vehicle now pulls at least 5 degrees to the right. ON 8/2/2023, I called and spoke with *********************** to explain the situation and make an appointment to correct it. I requested Thursday, then asked me to come on Friday when the original technician that did the work would be available. I asked why it would matter when any tech could perform work. He said he wasnt sure they would pay another tech to redo someone elses work. I asked how is that my issue. He claimed the service manager was in a meeting, but he was peaking in and asking him questions. When I asked to speak to the service manager, he [********] told me the alignment machine was down. I ended the call. I called back leaving two messages for the service manager to call me back about the situation. On 8/3/2023 I left another message for the service manager (*******). Returned the call at 10:50am he returned the call, shared that ******** should not have said things and the tech was on duty, maybe he (********) wanted to be there but he would talk to when he returned to work. Service Manager also stated that he alignment machine was down and the repairman was coming to fix and he would call in the afternoon when it was repaired. As of today, I have not heard from the service manager. I need my car repaired and want a refund the $367.13 to take the car to a different dealer to be repaired.

  Customer Answer

  Date: 08/24/2023

  The original complaint for bringing the car there was a knocking sound in the left front wheel.  I was told a diagnostic would be $250.  ******** said the diagnostic was waived because technician did a wheel alignment which was more than the diagnostic.  He had me test drive with the technician in the car to see if the noise was gone.  I did not hear the noise.   Later after driving the car, I called to complain about the car drifting to the right, the steering wheel was not center and redo the alignment as I explained earlier.  I’ve attached the only document I received for the alignment charge by ******** ****.  Since this compliant I have had the alignment redone by another dealer in Maryland. - see attached receipt noting that the steering wheel was not centered.  

• Initial Complaint

  Date:05/29/2023

  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.

  The sales manager has not returned any of my calls regarding my car failing the Maryland state inspection. I was told they would call me back to discuss a solution and it’s been a week of silence. Also, they did not inform me that they do not have to honor the Maryland State inspection. It is very unprofessional to give me your business card and to tell me to reach out if there is an issue and be told I will be contacted by upper management and receive no such thing.

• Initial Complaint

  Date:01/12/2023

  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.

  Manager stated coverage had expired for our vehicle. The "New Loyalty Certificate" for the "Ourisman Lifetime Edge" does not expire as long as we still own the vehicle. Manager firmly repeating that the adapter housing was not covered since coverage expired. Certificate clearly states "housing" under covered parts. We ultimately had to pay for this service. Driving vehicle without servicing would have caused extensive damage. Vehicle was in shop for two days. I am kindly seeking a refund in the amount of $1150 for what was paid on 12/29/2022 and for what is covered under the New Loyalty Certificate. Due to no response from the dealer, I am only forced to contact BBB for a resolution. Thank you kindly.

  Business Response

  Date: 01/19/2023

  To whom it may concern;

    I see that this BBB complaint # ******** was filed on Jan. 12th of 2023 and I can totally understand why and where the customer would be confused and upset with their previous answers they had received, but the customer ****************************** had actually emailed me earlier today in which I had looked into the situation for them and had since responded earlier today after I had done all my investigations with what I thought was a fairly reasonable offer of goodwill in attempts to try and retain their families Jeep and hopefully assist with the explanations etc.  Now, I have not since heard back from the family after my earlier email with all the findings from the warranty company whom did escalate their concern to a supervisor and the supervisor went through to 100% make sure the repairs on this repair long with another repair that the Alyamani's Jeep actually still in fact needs to have done...and unfortunately no matter how we tried, those certain part numbers did not fall under the parameters of which their service contract would cover.  I attached all my conversations with the warranty company for full transparency to the ********'s so there was not lack of effective communication going forward and I explained that I was more than happy to extend a discount that we normally would not offer but under the circumstances, I was willing to do it in attempts to retain and make sure they were satisfied.  Please see attached copies of emails with all offerings that I had made along with the copies of the conversation with the warranty company to ensure we as a dealer did not make a mistake and just double check these two part numbers to see if they could possibly be covered.  I am more than willing to still extend my offer to their family as I can understand how frustrating this must be for them.  

  Sincerely, 

  ************************;

  Customer Answer

  Date: 02/02/2023

  [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:11/15/2022

  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.

  In September 2022, I purchased a 2020 *** **** from Ourisman of Woodbridge. Upon driving it 24 hours, the vehicle stalled which resulted in it being towed back to the dealership. The salesman who helped with the purchase, suggested I select a newer vehicle which included a better warranty option. So, I did. I purchase a 2022 *** **** *** **** within the same week. Over the last three months of purchase the vehicle has been towed twice and has been in the service department seven times to no avail. It’s spent more time being serviced then I’ve had the pleasure of driving it. Due to this major inconvenience to me and my family, as we are now down to one car, I have put in a complaint in with Chrysler. They have assigned me a case worker to mitigate this issue. Furthermore, the only resolution the dealership has provided me, is trading in the vehicle at the depreciated value. This does not seem like a favorable resolution as the vehicle will be upside down and will carry over a balance. Ultimately, the dealership should be held responsible at some cost. They sold me an unreliable vehicle. I would like for the dealership to trade my car in, with its faults for a vehicle that works. 

• Initial Complaint

  Date:09/28/2022

  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 had my car sent to Orisman Dodge Jeep for repairs in November of 2021 and paid over $2000 to have my full throttle kit repaired and replaced. Orisman, deceived me by never replacing my throttle and instead putting an incorrect and used part in my car to mask a repair. My car begin acting up again in February of 2022, displaying the same lights, and not driving properly. I returned it to Dodge again and they claimed it was the peddle. They "re-calibrated" the petal and tried to claim there was another issue with my transmission fluid which was entirely their fault. I had my father speak with the general manager and they repaired the transmission issue as it was their fault, however, they never fixed the original issue in which my car was brought to their shop, my throttle. The same day after picking my car up, the throttle lights came on and I took my vehicle to three different mechanics who confirmed that my throttle was the issue and that it was not new. I spent over $600 to have my throttle replaced again, and the throttle that was removed was not even the correct part for my jeep, which was repaired by Orisman. After having my throttle replaced my car still displayed the same lights and I again had to pay several hundred of dollars to have my peddle replaced after orisman ruined its calibration. After having my peddle replaced the same lights continued to come on and two mechanics confirmed that orisman completely damaged my car and that it would need to be rewired as a result of their negligence which would cost me thousands of dollars. I had no significant issues with my car prior to bringing it to this shop and I am requesting reimbursement for the repairs I have had to pay as a result of this and compensation to have my car rewired appropriately as I am afraid orisman has damaged my car forever. This is my last attempt to resolve this prior to filing a police report for the illegal actions and pursuing legal remedies against Orisman.

• Initial Complaint

  Date:06/15/2022

  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.

  Good Day, thanks for taking the time to exercise my complaint. I will list the email traffic below that will best explain the situation. I would like to also note: I have received no reply from the General Manager Andy H*** (**** ******** all the way down to the sales Manager Bernard P***** (**** *******. Email Traffic is below: From: ********* ******* Sent: Tuesday, June 14, 2022 8:53 AM To: **************@ourismanva.com Subject: ******** payoff Good Morning Ma’am I am emailing because I have a concern, my vehicle has not been paid off ( loan account# **********) Dodge ******* *****. We are now passed a month, the process started on 05/10/2022. I have already made one payment because the payoff has been late, the next payment for the vehicle is approaching on 6/22/2022. And I am also facing the new vehicle payment due on 6/24/2022. Can you please provide me with some feedback Please! Thanks in advance ******* From: ********* ******* Sent: Tuesday, June 14, 2022 2:01 PM To: *************@ourismanva.com; **************@ourismanva.com Cc: **************@ourismanva.com Subject: FW: ******** payoff Good Day Mr. P***** Can you and your staff please assist me with the stated issue below, I know Ms. W******* has done more than her part. Thanks From: ********* ******* Sent: Tuesday, June 14, 2022 3:03 PM To: ********@ourismanva.com Subject: FW: ******** payoff Good Day Sir, I have given your management team over a month to get things settled, with my accounts. I have exercised my patient to the fullest, the first brand-new truck I had broke down on the interstate and started smoking in the hot sun I was stranded for three hours ) I later found out they knew about the engine before they sold me the vehicle. The towing service cost me $370 and I have yet to be reimbursed. Please give me some feedback it will be much appreciated. Thanks Sorry Mr. D*** I did not add you my apologies

• Initial Complaint

  Date:05/31/2022

  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 have purchased the vehicle on Jan 30th . With only 7,000 miles, it run very hard when idle. It has the engine start and stop feature and was working fine when I got it. It has since been very shaky at take off. The dealer is going to charge $196 for diagnostics of a vehicle that is new

  Business Response

  Date: 06/30/2022

  We had advised **. **** of our diagnostic policies for both his protection along with ours.  We advised him that we were not telling him that a repair would or would not be covered but only that if god forbid for whatever reason the repair issue that would repair his vehicle was in fact not a covered component, and he did not in fact want to proceed with the repairs, then and only then would he be responsible for any sort of diagnostic charge, in fact if and when we let him know what the vehicle needed for his repair, and that repair happens to not be covered under any of his warranties…we would not charge the customer for the diagnostics as he purchased the repair.  We advised him that we do not double charge nor would we attempt to build our business model around charging customers for the diagnostic charge and not genuinely advocating for the customer and trying to do what we can to take care of our customer and retain them for the long haul. Unfortunately, they were not even remotely open to discussing the situation so we could even attempt to advocate for them.  Though obviously this isn’t a situation where we would “owe the customer something” but I do understand that emotions can run high and sometimes things can be taken and or not effectively communicated properly etc when though the intentions may have been pure…it wasn’t taken as such, but I would like to extend *** **** a complementary loaner vehicle for the day while I have his electrical and start stop system thoroughly checked out to see if there is a repair needed and or if *** **** just wants us to check if for a piece of mind…I am more than happy to extend that offer.  I hope this update finds you well and hopefully we can get past this and get your vehicle squared away again so you can get back to enjoying your ownership experience.  
    If you are interested in taking me up on my offer…please let me know.  Thank you for making me aware of the situation and I look forward to hearing back from you.  
  
  Thanks,
  
  Chris 
  
  *************@OurismanVa.com  if you would like to take me up on my offer.