Complaints

This profile includes complaints for Ourisman Ford & Lincoln's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ourisman Ford & Lincoln

  6129 Richmond Hwy Alexandria, VA 22303-2315

• 

  Ourisman Ford & Lincoln

  10401 Motor City Dr Bethesda, MD 20817-1001

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:11/14/2023

  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 took my truck in for warranty work on 2/14/23 with a check engine light on. I was told the parts to repair weren't available from Ford. In May I called back and was told the part was available. I took the truck in to get repaired. When I picked it up I noticed the check engine light was still on. They replaced the wrong part. I let them know before I left the dealership the light was still on. They scanned it and couldn't get the light to go off. I was told the part isn't available and to drive it home. It's now 11/14/23. My state inspection is due next month and my truck will be undriveable when it fails the inspection. Ford is still producing new trucks that utilize this same part. This is my first step toward filing against Ford in small claims court.

• Initial Complaint

  Date:09/11/2023

  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.

  Made 2 copies of the keyfor my truck They charged me for the 2 keys and for the activation of the chip of each key. I started the truck with no problem and when try to lock my truck none of the keys work . I went back to get a refund of my money But only gave me the refund for the keys but not for the activation of the keys. When I asked them to give me back the keys. They wanted to charged me again for the keys and they didn’t return them to me

  Customer Answer

  Date: 10/18/2023

  The case was solved 

  thank you 

  they called me and gave me a refund for the keys that didnt work 

  *************************

• Initial Complaint

  Date:08/24/2023

  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.

  My truck was brought into Ourisman Ford of Alexandria on 8/7/2023 for the Headlights not working and truck intermittently would crank but not start. They had my truck for 4 days and said they had to replace the starter, and the whole headlight assembly between the two repairs it cost $2,909.67 then they called and said it was ready. My wife picked up the truck because I was at work and when she was driving home she said the AC is blowing hot air. I called to talk to ****** *. my service advisor and he said they did nothing with the AC, I said you shouldn't have because it was working fine when I brought it in. I tried to call a manager Liz and the other manager *****. When I told him what was going on he said to bring the car back in. I went to take the truck back and it wouldn't start so I asked if they could tow it back. He said we do not pay for tows. So after driving my vehicle to their shop and paying almost $3000 for repairs now I had to pay $225 for the tow truck to bring the truck back.. They had my vehicle another 4 days and nothing, finally ****** calls and says They had to replace the whole fuse box assembly because it melted where the fuel pump connected. Later, they call me and say they are going to have to look at the fuel pump. I am home waiting to find out what repair was needed because he said it could be a connection problem. After a lot of frustration, I just decided to go to the shop on 8/22/2023 and asked what was going on with the truck and the manager ***** went over to ****** to ask about the truck and he said it's ready. No phone call to pick it up, he still had to finish about 45 minutes worth of paperwork. Just total incompetence and the fact that they replaced the fuel pump without first asking me is not good practice, I thought they had to record you excepting a quote for repair before it happens. The description of the problem should have lead them to a no fuel problem rather than a starter issue. $1000 to replace a good starter.

  Business Response

  Date: 10/19/2023

  ---------- Forwarded message ---------
  From: ****** ******** <*********@*****.com>
  Date: Wed, Oct 18, 2023 at 8:50 PM
  Subject: Complaint # ******** ******* ****
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Thank you for your letter regarding a complaint filed by *** ****.  Our service manager has been in contact with *** **** .  We are awaiting his decision regarding our offer of a partial refund.  

  Respectfully,    

  
  

  ****** ********
  Executive Office Manager
  

  Ourisman Ford & Lincoln 

  ###-###-####

• Initial Complaint

  Date:10/22/2022

  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.

  This is one of the horrible customer service experience anyone can have from the sales to service department. I purchased a truck a year ago in 2021 and truck failed to start Sep. 10,2022. I called to ford and they towed to this dealership which I made an original purchase. Now is 45 days and no one try to repair my truck. I email the GM and service manager both are deaf or it is a normal in that dealership. I had a quote before the truck towed and now their are $13k price drop. I pay price for their negligence or irresponsible action. I have a warranty for the truck but seems warranty job is something no one wanted to touch. I have contacted ford customer service they are trying to make the situation change but seems the dealership doesn't won't to repair and back my truck. It is a very bad customer service and bad dealership to come close to it. I am sure their are more people have disappointment at this location. It seems no one over see this location or any of Ourisman dealerships. I need help form BBB to try to have a resolution.

• Initial Complaint

  Date:09/19/2022

  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 dropped my 2020 Ford ******* off at 9/12/2022 for an issue with a transmission slip. I was told by the service department that they felt the transmission slip but were unable to recreate the problem consistently. The service department told me that they need to keep the vehicle for an additional week to continue diagnosing the problem. I attempted to contact the loner vehicle department Misty but was hung up on twice before we could find a resolution because I was told they couldn't help me for three weeks. I'm in law enforcement and unfortunately don't have a job where I can continue to miss work without having a vehicle. If I miss work from not having a vehicle (That is under warranty) I can't afford to purchase a rental car. This dealership has already had my car for a week and I was told that it’s going to take another week to just find the problem. I would not have purchased an under warranty vehicle if I cant use the warranty. The third time I was sent to voicemail and the fourth time someone in the sales department Ella told me they'd be in contact but never reached back out to me. I attempted to contact you but they refused I was redirected to the dealership by another Ford dealership because I was told you could help me. So far, my service has been terrible and unacceptable.

• Initial Complaint

  Date:08/28/2022

  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.

  Jasmine W**** (assistant service manager) and Rudy P****** ( service director) treated me like an animal. Lied to me for almost 2 weeks. I didn’t have a loaner. Car was n in for service but no one got to it at ALL. When I picked up my car it was covered in bird poop. They didn’t even apologize for having my car for almost 2 weeks and not doing ANYTHING. Not even a diagnosis was done!!!! I’ma finance manager in the car industry and I’ve seen bad service but NOTHING like what I’ve experienced at Ourisman Ford of Alexandria. HOW ARE THEY STILL IN BUSINESS?!?! Wasted so much of my money and time!! Now I’m still suffering with car issues on a 2020 Mustang GT with less than 32k miles!!!!!!

• Initial Complaint

  Date:08/24/2022

  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 brought my car in for battery trouble in April, I was told that the battery needed to be replaced ($275 + labor). The battery was replaced, I was told the car was drivable, but that the hybrid battery charge was low and it needed to be driven more to charge the battery. I picked up the car on April 29th, and it was still shutting off while being actively driven. I had it towed back to the dealership, and then was told I would need to pay $500 for a hybrid battery charge- I gave them permission to do this. I was then unable to reach them by phone for weeks, after 3-4 weeks they finally returned my car and said they have not attempted the hybrid battery charge yet. I have been assured by the manager multiple times that they know it is an electrical problem with the car and they can fix it, but have yet to get the car back almost 4 months later. The manager, Chris B*****, will not return my calls or emails, despite me reaching out multiple times a week. An employee named Sue returns my call about once every 3 weeks to tell me that either no one has looked at my car, no one knows what the problem is, or that the shop foreman has not been in. I have spent hundreds of dollars on ride share services since April, they refused to give me a rental car.

• Initial Complaint

  Date:07/18/2022

  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.

  26 calls over a week to their service department to setup an oil change. No one ever called back, not even the service manager returns voicemails. Automated phone scheduling for appointments confirmed I was setup in the system. But when I finally got through to someone (call #26), they said I wasn't setup in the system. Only then did they setup an appointment for an oil change. When I brought up this nightmare experience with the Ford Service Manager, they said, "Sorry. But nothing will change." Parts were needed to be ordered. Of course, Ford will need to have another appointment setup. 20 additional calls over 3 weeks to see if my parts came in and to setup another appointment to get the parts put in my vehicle. I was finally able to reach someone to walk back to the service dept to get an appointment lined up. 4 days Ford has had my vehicle. No one from Ford has responded with an update. 4 calls today/voicemails have gone unanswered by Ford. Several important error codes showed up on the dashboard during highway driving: Service ********** **** Hold System Fault 4WD Fault Service Required Pre-Collision Assist Not Available Drive Mode Not Available Reverse Brake Assist Not Available And the Reverse Camera blue screens when reversing. Also to include: 12,000 miles ago the vehicle's Power Steering went out when driving with my wife and son in the car. That sounds like a serious safety concern. I happened to see all these error codes then right before the power steering went out. I'd hate to be in fear of my vehicle becoming undrivable when doing 65 mph on the highway. Looking for a resolution with the Service Dept and addressing the real safety concerns for this vehicle