ComplaintsforOurisman Fairfax Boulevard, Inc

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  0n around 3 October 2022 l contacted *** of Ourisman to Order a 2023 ********* and trade in my older vehicle a 2020 ********* l ordered a fully loaded 2023 ********* Sx Pro with the rea seat intertaiment system My salesman name was **** he informed me that the car would be delivered in 4 months time l kept in contact with him about the vehicle after 3 moth he told the truck would not be delivered until February 5, 2023 l spoke with him and made sure that Everything that ordered on the vehicle was complete and update He told me that it was. And about 2 weeks later l was informed that it would be delivered January 22,2023 on January 23 he called me and told me that the vehicle had arrived We went to the dealership to pick it up my husband inspected the vehicle and the Rear intertaiment system was not installed in the truck as ordered l had to pay an additional 1500.00 dollars to have them install it the dealer had order the system and about a week later they installed it 7 February 2023 it took them 10hours to install it the technician that installed admitted to us he has never done this before and he had to look it up to install the entertainment system. So i tried to use the entertainment system to test it and it would not connect to my phone or tablet. We are having major problems with the system We can interface with it it has no speakers or headphones to play movies. So I took the ********* back to the dealership where the service guy and the salesman name **** also tried to sync there phones to it and it didn't work. Then we spoke with the service department guy named **** on February 21,2023 and I told him I researched the entertainment system that was installed and it has horrible reviews on it and he ****** it himself while talking to me and he said that he saw the reviews. Then he said give him time to research it further and he will call me back, but he never called me back and I'm still waiting to hear something from him.

  Business response

  03/30/2023

  March 29, 2023 
  In reply to the complaint filed on March 17, 2023 by ******* ****, Ourisman Automotive takes customer concerns regarding communication, quality, and transparency extremely seriously. Quality workmanship and commitment to process are practices we train and execute on a daily basis. **** **** did place an order for a ********* with specific equipment late in 2023. Regrettably, as a dealer, Ourisman is not able to control or influence the vehicles *** builds or assigns to us. *** received **** ****’ order and as part of an initiative to quickly satisfy customer orders, assigned a unit which was nearly a clone of **** ****’ order. Unfortunately, the vehicle we received was not built with a rear entertainment package as requested. It is very common today for *** and other manufacturers to build vehicles at the factory without common accessories that can be installed at the dealership. Prior to the vehicle's arrival, *** did not provide us any indication there had been a variation from the order and only provided us with the information that **** ****’ order had been “filled.” It is for this reason we were unable to communicate this inconvenience to **** **** prior to the vehicle’s arrival. As the vehicle was built without the rear entertainment system, the price for this add-on was removed from the MSRP/******* label on the vehicle. We disclosed this to **** **** and she paid the factory price for the rear entertainment system and as a gesture of goodwill we completed the installation at no additional charge to her. As with all installations, the technician verified the rear entertainment system was functioning prior to releasing the vehicle to **** ****. Unfortunately, she encountered significant difficulty functioning the system and as such, we have been in touch with **** **** and attempted to troubleshoot her issue on more than one occasion. Ultimately, it was discovered that while the unit was functioning properly, it was not being operated properly. We spoke with **** **** after this complaint was filed and received confirmation that her rear entertainment system is functioning properly and she is comfortable with the features and functions at this time. 
  Additionally, if there are further concerns or if additional assistance is needed, **** **** may contact me directly at the store level to address and/or resolve them. 
  Most Sincerely, 
  ******* ***** 
  General Manager 
  
  

  Customer response

  04/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ******* <***********************>
  Date: Tue, Apr 11, 2023 at 2:37 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  
  
  Hi my name is *********************** and i do not except this response because the dealership is not cooperating with me. They removed the TVs from my new SUV which is a 2023 *********. And they are supposed to refund me the $1,500.00 i spent for them and its been 4 Weeks totally now that i have been waiting for my refund. The dealership has the TVs in there possession. I tried contacting them and they refused to talk to me. Im highly upset about this. I have been dealing with this situation since January 23,2023. I just want my money back. So i can move forward.
  
  Regards,
  
  ***********************

  Business response

  04/20/2023

  April 17, 2023 
  In reply to Ourisman Automotive’s response to the complaint filed on March 17, 2023 by ******* ****, Ourisman Automotive remained in communication with **** **** through every step of her transaction and thereafter. We are disappointed she was not satisfied with the rear entertainment system she ordered but we were relieved to have the ability to remove them and refund her the amount she paid. In fulfillment of our commitment to customer satisfaction, Ourisman Automotive issued **** **** a check in the amount of $1900 on April 4th and **** **** cashed this check on April 14th. 
  As such, Ourisman Automotive considers this matter closed and hopes that if **** **** has any additional concerns, she does not hesitate to reach out to me directly at the store level to address and/or resolve them. 
  

  Most Sincerely, 
  ******* ***** 
  General Manager 

  Customer response

  04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] 
  
   Complaint: ********
  
  I am rejecting this response because: they lied they did not cooperate with me at all. They lied about when they sent me my money. They made me wait 4 weeks to get my refund. And every time I called the refused to talk to me. They also lied to consumers about everything. Im very disappointed in this dealership and i will never deal with them ever again. They do not respect the customer. And there customer service is horrible. I was told in the beginning of March that the check for my refund was in the mail. But they cut the check on April 4,2023 and mailed it April 10,2023. And i received it April 13,2023. So they was being spiteful because i wanted my money back because the TVs didn't work. This is why im disagreeing with what they had to say. They lied to me about everything from day one of ordering my SUV from them saying everything i wanted was in the vehicle and they tried to hide it from me but my husband demanded to see the car and he asked the salesman where was the TVs i ordered and i was told i had to pay for them and they would order them. This is where it all started with there lies.
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car on 3/25 traded in 2 vehicles. As of today they have not paid off the loans or provided me with a registration for my vehicle. I have spoken to the manager Abe and i keep getting the run around. How did they sell my traded vehicles to someone else when i still own them. I have records of calls and text messages showing the run around This business is liated as Fairfax Lia but it was just sols to Ourisman Kia and that is who the complaint ia with.

  Business response

  05/10/2022

  May 6, 2022

   

  Dispute Resolution Team:

  Thank you for the opportunity to respond to complaint ID# ********. Both of *** ****’s trade in vehicles have been paid off and the liens are satisfied. We have also registered the new vehicle she purchased, and she is in receipt of the registration and plates for this vehicle. If there are any further concerns *** **** can contact me directly to resolve them.
  
  Sincerely,
  
  Si F****
  General Manager 
  Ourisman Fairfax Kia 
  

  Customer response

  05/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ***** **** <**********@*****.com>
  Date: Fri, May 20, 2022 at 9:32 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  

  
  

  Hi

  This is not resolved. Yes they finally paid off the vehicle last week but I do not have the registration or plate. Can this be opened again?

  Thank you

  ***** ****

  
  Regards,
  
  ***** ****  
  

  Business response

  06/12/2022

  ---------- Forwarded message ---------
  From: ** ******* <*********@*****.com>
  Date: Fri, Jun 10, 2022 at 5:08 PM
  Subject: RE: ***** ***** - Complaint ID ********
  To: <[email protected]>, ** ***** <********@*****.com>
  

  
  

  Dispute Resolution Team -

  
  

  I received the attached letter dated June 5, 2022 that states "we do not believe you made a good faith effort to resolve this matter." (attached)

  
  

  I have also attached the "Thank you" email from **** ***** ****.

  
  

  This matter has been resolved and we apologize that this took as long as it did, but we did make every effort to fix this and it was resolved.  I respectively ask that this be considered closed properly and resolved.

  
  

  Thank you,

  
  

  Edward W******

  Chief Operating Officer

  Ourisman Automotive Group
  

  *********@*****.com

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

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