Ourisman Chrysler Dodge Jeep RAM

My name is Levi H [redacted] and as of January 4" of I am the new operating partner at this location in BowieI have interviewed our Service Manager, Service Advisor and current Used Car Manager regarding the matter in questionI have not had the opportunity to speak with this Client.The customer is correct; there was a diagnosed problem with the heater core upon inspection the next dayWe placed [redacted] in a loaner vehicle free of charge to help reduce any inconvenience during the length of the repair.The repair does take about day for a technician to complete however there was a challenge getting the correct parts in Stock [redacted] was kept in our loaner for the duration of the repairThe cost of the repair was completely covered by Ourisman (approximately $1,000)Additionally, the top was evaluated by one of our Service technicians who determined everything was operating as designed by the factoryA water leak company was also called in and evaluated the vehicle for leaksNo such leaks were found.All of these efforts were completed to address our client's concern and done so without any financial expense to [redacted] ***.I have worked directly with Jeep products since and it's been my experience over those years that the canvas tops on [redacted] and [redacted] vehicles to be loud during operationThe Jeep product in general does not offer the aerodynamics that other vehicles with cloth/canvas tops offer (convertible cars, etc.)In that light, these tops are a bit noisy as a result of the Jeeps design and not Something that constitutes a repair/replacement.As a goodwill gesture I would be happy to invite [redacted] back into our facility and have another one of my top technicians evaluate the top if it would alleviate his concerns.Respectfully,Levi H [redacted] Vice President & General Manager Ourisman Automotive Group of Bowie [redacted] @OurismanAutomotive.com [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:the guidelines set forth by Revdex.com where not followed, As stated ignored response See attached email [redacted] [redacted] ***Stevensville MD *** Dear [redacted] : This message is in regard to your complaint submitted on 2/3/7:05:PM against Ourisman Chrysler Dodge Jeep RAM Your complaint was assigned ID [redacted] .We have written to the firm referenced above on two previous occasionsSince we have not received a reply to our requests for a response, a final notice will be sent to the company today.Perhaps the firm has already contacted youIf so, please advise us of the situation immediatelyIf you do not hear back from us, it means that our attempts at conciliation have been exhausted and you may wish to contact an attorney or your local or state office of consumer affairs to pursue the matter further.Please know that we are, unfortunately, not able to compel a firm to answer and resolve complaintsSince this firm is not a Revdex.com Accredited Business, it is not obligated to respond and resolve consumer complaints with usIn those few instances where our requests have been ignored, the information is made a part of the firm's file at the Revdex.comIn many cases this will result in the issue of an adverse Revdex.com Business Review on the firm.Please feel free to contact us with any further questions.Regards, [redacted] The Revdex.com Regards, [redacted]

Again, this is a goodwill gesture, we do not beleive the damage was there when the vehicle was sold and delivered to the customerWe respectfully decline to pay $

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:There are many misstatements and overstatements in MrH***’s responseI will address a few hereFirst, slander is a serious accusationSlander is making malicious and statements, my comments have been neither of thoseI have told the unfortunate truth and my intention is not to maliciously defame the business in any wayIn fact, compliments were included in the reviews, attributed to the their sales rep, in those same reviews MrH [redacted] deemed slanderousMrH [redacted] repeatedly says that his offer was made in goodwill and to demonstrate that he desires a business relationship with my family, however, his words and actions do not support that gestureFor one, he said the “deal” of $would be there whenever my wife and I made a decision, now we’ve less than hours as November 30th is tomorrowAdditionally, as the taxes have already been paid by the business, they are now holding the tags hostage in exchange for compliance with their unfair demandsHow is that “more than accommodating” as he claims to have been? As a simple consumer, what method of recourse do I have? After December 8th this complaint expands to loss of use as I will be unable to drive the vehicle without hard tags and unable to address the issue directly with the MVA.Finally, he says he met with me twice, I’d like to clarify those “two” meetings were actually one meeting with a 10-minute break in between as I needed to step out and call my wife about the “deal” he offeredThis is yet another overstatement made by MrH***, he infers a greater commitment of personal time taken to successfully resolve this issue by stating he met with me twice.In closing, plain and simple, the $tax would not have been generated had Ourisman put the vehicle in my wife’s name, which we offeredAsh, the Ourisman finance representative, assured us that was not necessary as he had already prepared several pages of finance paperwork for me a second time (having put the wrong name the first time)Ourisman made the mistake, Ourisman should be responsible for the fee and release the tags to me without further obligation before Dec8th Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I am dissatisfied that a new employee hired on the 4th has made a decision on a matter that occured before they startedMy vehicle has NO extensive work doneA fog light was out as well as the check airbag alertAlso, I was not provided an estimate as required by law before work to my vehicle was performedThe responsible protocol any professional business would follow would be to apologize for any inconvenience and try to better assist a returning customerEverything about this experience was distasteful and because of my experience will drive out my way for professionalism and to have my vehicle serviced elsewhereTheir response was a continuation of pointering blame at the customer Regards, [redacted]

We respectfully disagree with your viewWe worked diligently to repair your car and communicated as muchWe are sorry that you are not satisfied

To whom it may concern: [redacted] traded a vehicle that belonged to a non-immediate family member [redacted] asked us repeatedly if the vehicle could be traded as the relationship of the owner to the vehicle wasn't directWe assured him that he could trade it and he did soAt no time did we guarantee that the state of Maryland would provide him a tax credit for the tradeThe $ [redacted] is referencing is not an Ourisman fee, profit center or handling feeThis is the money owed to the state of Maryland as his trade didn't qualify for the trade tax creditWe, Ourisman, in an effort to keep his paperwork processing smoothly have fronted this money to the state of MarylandWe have requested [redacted] to reimburse us for his taxes that we, as a courtesy, fronted to the state of MarylandI met with [redacted] twice to discuss this matter and offered him a show of goodwillAs he is a new customer and in an effort to build an automotive relationship I offered to waive $of the original $we already paid to MarylandThereby, asking him to participate in the amount of $I believe this offer is more than fair as, again, we are arguing about Maryland taxes[redacted] has visited many reputation sites to slander our Automotive GroupSince our conversation [redacted] as informed my staff that he will be obtaining counsel to sue our companyI have notified our attorney for the Ourisman Automotive as well.I feel that Ourisman has been more than accommodating with [redacted] and the money owed for taxesMy offer was made in goodwill and with the intention to show [redacted] that we value his businessI don't believe [redacted] would like to continue a mutually beneficial relationshipIn that light, I will stand behind our offer of waiving $of the $through November 30thIf the remaining $isn't paid in full by that date I will be rescinding our offer of goodwill and require the full payment of $660.Respectfully,Levi H***Vice President

I purschased a new Ram and was told I would be called by the salesman when my tags would be inWell my temporary tags expire in days so I called the dealership and they said my tags came in days ago but they did not have my phone number to call me OH REALLY? I said the salesman as well as finance had my phone number so why are you now saying you do not have my phone number? I said please overnight them to me as the dealership had promised they would do if I wanted or could not pick them upThey said they do not overnight them even though I was told at time of sale they wouldI am very unhappy with the lying and lack of cousomer service after the sale

I have spoken with the Service Manager, Bill A***, regarding [redacted] ***'s vehicle [redacted] is correct that the vehicle has been to our location for an extended period of timeHe is also correct that he has been in a free loaner after approximately a weekWe only have a certain amount of loaners available and I am happy that we were able to provide [redacted] this accommodationThe protracted repair of [redacted] ***'s vehicle is a result of a very difficult diagnostic process and a wait for the parts to be available from the factoryOurisman did not break this vehicle but we have done our best to repair it I will outline the sequence of events from our perspective for [redacted] and your review.Vehicle had tapping noiseReplace camshaft and lifter on right side(common repair and fixes majority of these complaints) However, after starting the vehicle tapping noise was still presentReplaced phaserVehicle still tapped until it gets warm and then it would go awayRemoved oil pan and checked rod bearingsBearing were satisfactoryContacted Chrysler's Tech Line with informationChrysler Tech Line called back and we were advised to check links in timing chain, all were okayCalled Engineer at Chrysler's Powertrain HotlineWe were advised that the fix could be a wrist pin which cannot be validated by the naked eyeWe used a *** scope and checked cylinder wallCylinder wall appeared to be scoredTook photos and uploaded to Chrysler hotline for authorization for a new engine Waited for responseRequest for engine was denied Chrysler *** hotline advised to remove plenum, run engine and perform injector test to determine if a cylinder would change to soundNo conclusive results from testWe contact a Technician Advisor from Chrysler who advised us to replace the lifters on the other side of the engineAfter replacing the remaining lifters the noise was still apparentCalled Teach Advisor again who recommended we submit for a goodwill engine claim with ChryslerWe submitted the request on behalf of our customer and in accordance with the recommendation of the technician advisor from ChryslerWe then had to resubmit to Chrysler hotline with additional documentations for all tests performed and recommendation of the Technician advisor from ChryslerThe hotline requested additional pictures of the air filter, air filter box, throttle body and throttle body hoseAfter an additional wait, the hotline finally authorized the engine only to find out it was on backorder from Chrysler [redacted] from Chrysler customer relations was able to "hot tag" this replacement engine and it was expedited to our dealershipThe engine has since been installed in his vehicle [redacted] ***'s frustration is valid but based on the difficulty of the repair I don't believe that his concerns are with Ourisman but rather Chrysler and their part quality/availability There were many hours devoted to his satisfaction and many days waiting on approval from our manufacturer.It is my understanding that [redacted] picked his car up last night with his new engine in itIn that light, I believe [redacted] ***'s request of an engine has been fulfilled.Levi H***VP/GMOurisman Automotive of Bowie

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, I would like the new manager to contact me, regarding this issuealso my cigarette lighter receptacle is very loose and was not put back together right when they installed the new heater core [redacted] ***

Revdex.com Complaint id ***
Inboxx Ron W*** Mar (days ago)to me *** ***,The complaint involves a Gap insurance policy that the customer feels wasn’t refunded ina timely mannerThis is a rather
long process to receive a refund, sometimes as long as days.We however, sent the customers refund to the original lender, rather than directly to herThis error delayedher refund by an additional days.Once we were able to prove to that lender, that the refund was sent to them in error, the fundswere returned to us and sent to the customerWhile waiting, we communicated weekly updates to the customer.Her money has been refunded with an apology.Thank you,Ron W***GENERAL SALES MANAGEROURISMAN CHRYSLER DODGE JEEP RAM, BOWIECRAIN HWYSBOWIE, MD 20716###-###-####***@OurismanAutomotive.com

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Corpirate was going to reimburse us for the second reciept and when we tried to discuss more reimbursement on the first matter they took that back and wouldn't respond backthe first time the problem wasn't fixed we paid almost dollars and nothing to show for except the tail light which you charged us for when we bought the replacement light ourselvesthere was a part cleaned where it should have been replaced I even have the text message of thatthe second time the car was there for about to days and we had to call to get any updatesparts were added without consent and you would not let us take the vehicle till we paid for u consented partsmultiple people are complaining even knowing some in my familyBetween poor customer service between the service center and corporatewe would definitely like the second check reimbursed like they said at first and to discuss the first one because there is charges that shouldn't be there and it wasn't fixed the first time
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Good Morning All,I would first like
to clarify something, Terry actually never called me on either of the days stated and I haven't receive any voicemails from him and would be very happy to show proof of thatHis service Advisor, Juan E*** contacted me and left a voicemail on Wednesday, November 18th at 10:a.mJuan is the same person who advised me when the work was done and the odometer was replaced, that the odometer reading zero is in my benefit and basically to commit fraud by putting a couple thousand miles on the car and then selling itTo be totally honest, I wasn't going to call Juan back because in my eyes he can't be trusted as a reliable service advisorTerry should have been the only person to call. In regards to the arrival of the sticker, I went to the dealership on Monday, November and had the sticker install at my convenienceAs for the original issue, since the sticker has arrived and has been installed, I don't believe this issue should be overlookedI have never had any issues with this dealership, since day one of going and getting my first oil change on February 21, until October 13, 2015, when this whole issue came aboutA service advisor shouldn't be telling a customer to basically commit fraudAlso, this issue would have never happened if the work was completed correctly when I picked the car up on October If I hadn't said anything, I would still be driving around expecting the odometer to reset to the correct mileage. Best Regards,*** ***
Regards,
*** ***

We do a complete and thorough inspection of every used vehicle we offer for salePart of that process is to check the vehicle history via a *** Report*** is the industry standard for checking vehicle historyThere is no indication of prior damage and surface scratches are not unusual
even on new carsWhen we inspected this vehicle there was no indication of prior damageCustomer has been driving the vehicle for days before bringing to our attentionWe do not believe the damage was there on deliveryIn an effort to have a satisfied and happy customer we would offer as a gesture of goodwill to split the requested $disputedCustomer would be required to sign a release for any future claims and not post any negative feedback on any social media websitePlease let me know if this goodwill offer is acceptable to customer

There was some confusion with the customers initial paperworkWe have straightened it out and the customer took ownership and delivery yesterday without complications.Customer is now satisfied and happy with their purchase experience

I would like to start by saying Patricia L** provided one of the best car buying experiences I have ever hadShe was very knowledgeable and very politeI can not say the same for the dealershipI felt I was hit with a bait and switchAn exact picture of the vehicle I purchased was listed on the site with running boards, when I purchased the vehicle the running boards were removed I was told that the fine print stated how the vehicle may be slightly differentI would have been able to understand that if it was a simulated pictureI thought the boards may retractI will never purchase another vehicle from any Ourisman dealership and will make sure I never let anyone I know make the same mistake in dealing with OurismanI was contacted by the sales manager who did nothing but try and offend me with "it's common sense " statementSales manager was no help He contacted me and kept repeating "it's common sense"They won this one but they lost my business foreverI will drive minutes past the dealer to get any service needed completed

My name is Levi H*** and as of January 4" of I am the new operating partner at this location in BowieWe maintain the same Service Manager but our former General Manager is now at our location in ClarksvilleI have not had the opportunity to speak with this Client.I have interviewed our
Service Manager, Service Advisor and previous General Manager regarding the matter in questionThey verified that the vehicle was here for potential service and a loaner vehicle approved for the length of the repair, if approvedThis is a fairly common practice to mitigate the inconvenience to our client.Speaking with our Advisor he stated that he agreed that he informed the client we would cover the rental for the length of the repair, even if it was through the weekendHe admits to being asked multiple times for verification.Our client turned down the repairs Wednesday that week and the vehicle was picked up by the client on ThursdayAt the time of pick up the loaner vehicle wasn't returned and it was my team's expectation that we would, as promised, cover the expense of the loaner for the length of the repairAs no repair was done there wouldn't be loaner coverage.At times, repairs can take multiple days due to part availability, technician capability, etcAt the original time of Write-up, to alleviate our client's concern and establish how much we value them, we promised to cover her loaner expenses.In this case, with the client declining the suggested repairs but wanting to keep the new loaner car for the Weekend suggests an alternative narrativeIt could be rationalized that she wanted Ourisman to cover the expense of the loaner so she didn't have to drive her own vehicle, which needed substantial mechanical Work, on an extended trip.I believe We operated and acted in good faith and fulfilled all promises madeI cannot speak to the accuracy of the phone commentary in the complaint as the call wasn't recordedI do apologize that you had such a difficult experience with my employeesI have shared this experience with my staff and we will use this as a training tool to ensure we clearly explain the loaner vehicle procedures leaving no room for misinterpretations.Respectfully,Levi H***

Customer came to us after a previous bad experience at a different dealerWe performed a complimentary multi point safety inspection on her carWhen the original work was performed on 11/28/the car had milesWe informed her that she needed new brake pads and that we would machine the
rotorsThis is a operation to get more use of the original rotors and does not diminish the car's braking capacityIt is done routinely and saves customers money.On 12/3/the car returned with milesOnce again we performed a complimentary multi point safety inspectionWe determined that the rotors were now in need of replacingAlthough only miles had been driven in the last year the rotors were now out of toleranceCustomer lives in Washington, DC and the roads are not in the best shape, It is not unusual to have to do brake repairs more frequentlyWe did not SCAM, LIE, CHEAT or otherwise FLIM FLAM this customerEverything was explained in great detail and the customer was fully informedWe also provided a $Instant Rebate to help offset the costWe have treated this customer fairly and with respect.Respectfully,Michael L***

Yes I would like to inform the public of these type of issues before they experience it themselves.