Ourisman Chrysler Dodge Jeep RAM

I've had the worst service after I purchased a car. No help and no responses from this dealership. Didn't get my license plate for a month, had to go through two temporarys. No information after I bought their extended warranty. They were no help. Do not recommend buying a car here unless you like waiting for weeks for them to respond.

We respectfully disagree with your view. We worked diligently to repair your car and communicated as much. We are sorry that you are not satisfied.

7/18/2015Dear [redacted],I am writing you in regards to complaint id [redacted]. We have worked with this customer on numerous occasions. We have worked in good faith to diagnose and repair all issues customer is referring. We have had Chrysler Technical Assistance involved to help us...

as well. As to wheel vibration complaint the Jeep is working within the design and there is no fix. Customer is correct in that we will not operate his vehicle above the posted speed limit. Chrysler Technical Assistance agrees and supports us in that regard as well. As to sunroof issue, we have addressed the “squeak” as best we can. There is no “fix.”We strive to serve every customer who gives us the opportunity to do business with them. This customer has berated and cursed my staff and has unreasonable demands.
He did not purchase this Jeep from us and his issues are with [redacted] and not with Ourisman of Bowie. We agree that he shouldn't have to go to a “ritzy neighborhood, but after his behavior towards my staff we will not do business with him. As a consumer he has the right to do business where he chooses and as a business we have the right to choose as well. We will provide any and all documentation to assist FCA and customer to reach an amicable decision, but we will not work on the Jeep or do business with this customer in the future.
Respectfully,
Michael L.
Vice PresidentGeneral Manager

7/18/2015Dear [redacted],I am writing you in regards to complaint id [redacted]. We have worked with this customer on numerous occasions. We have worked in good faith to diagnose and repair all issues customer is referring. We have had Chrysler Technical Assistance involved to help us as well. As to...

wheel vibration complaint the Jeep is working within the design and there is no fix. Customer is correct in that we will not operate his vehicle above the posted speed limit. Chrysler Technical Assistance agrees and supports us in that regard as well. As to sunroof issue, we have addressed the “squeak” as best we can. There is no “fix.”We strive to serve every customer who gives us the opportunity to do business with them. This customer has berated and cursed my staff and has unreasonable demands.He did not purchase this Jeep from us and his issues are with [redacted] and not with Ourisman of Bowie. We agree that he shouldn't have to go to a “ritzy neighborhood, but after his behavior towards my staff we will not do business with him. As a consumer he has the right to do business where he chooses and as a business we have the right to choose as well. We will provide any and all documentation to assist FCA and customer to reach an amicable decision, but we will not work on the Jeep or do business with this customer in the future.Respectfully,Michael L.Vice PresidentGeneral Manager

[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: [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 started. My vehicle has NO extensive work done. A fog light was out as well as the check airbag alert. Also, I was not provided an estimate as required by law before work to my vehicle was performed. The responsible protocol any professional business would follow would be to apologize for any inconvenience and try to better assist a returning customer. Everything about this experience was distasteful and because of my experience will drive out my way for professionalism and to have my vehicle serviced elsewhere. Their response was a continuation of pointering blame at the customer. 
Regards,
[redacted]

[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 do not agree that the damage was not there when the vehicle was purchased. I will accept the dealerships offer of $350.00 to settle the matter.  Thank you for your assistance.
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 customer. We respectfully decline to pay $500.00

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 direct. We assured him that he could trade it and he did so. At no time did we...

guarantee that the state of Maryland would provide him a tax credit for the trade. The $660 [redacted] is referencing is not an Ourisman fee, profit center or handling fee. This is the money owed to the state of Maryland as his trade didn't qualify for the trade tax credit. We, Ourisman, in an effort to keep his paperwork processing smoothly have fronted this money to the state of Maryland. We have requested [redacted] to reimburse us for his taxes that we, as a courtesy, fronted to the state of Maryland. I met with [redacted] twice to discuss this matter and offered him a show of goodwill. As he is a new customer and in an effort to build an automotive relationship I offered to waive $400 of the original $660 we already paid to Maryland. Thereby, asking him to participate in the amount of $260. 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 Group. Since our conversation [redacted] as informed my staff that he will be obtaining counsel to sue our company. I 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 taxes. My offer was made in goodwill and with the intention to show [redacted] that we value his business. I don't believe [redacted] would like to continue a mutually beneficial relationship. In that light, I will stand behind our offer of waiving $400 of the $660 through November 30th. If the remaining $260 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[redacted]Vice President

To whom it may concern:[redacted] and I have been in contact outside of this Revdex.com complaint.  We had an paperwork issue in 2016 and [redacted] has had to endure a difficult path to get everything sorted our properly. Ourisman has fulfilled his requested reimbursement of $2237.67 and actually issued [redacted]...

** a check for $3000. It was determined that [redacted] would have to take an additional day off of work and although he hadn't asked for this day to be reimbursed we believe this greater amount would be well-received by [redacted]. As we have fulfilled [redacted]'s Revdex.com resolution request in full It is my hope that [redacted] will continue to be a valued Ourisman client and the Revdex.com will close this alert in a positive manner.Respectfully,Levi H[redacted]VP Ourisman Automotive Group

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It was not confusion with the customers initial paperwork, the rude and nasty finance manager Chu P[redacted] was trying to scam or fraud me for $2000 without my knowledge.
Regards,
[redacted]

[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 issue. also my cigarette lighter receptacle is very loose and was not put back together right when they installed the new heater core.
[redacted]

My name is Levi H[redacted] and as of January 4" of 2017 I am the new operating partner at this location in Bowie. I have interviewed our Service Manager, Service Advisor and current Used Car Manager regarding the matter in question. I 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 day. We 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 1 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 repair. The 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 factory. A water leak company was also called in and evaluated the vehicle for leaks. No 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 2004 and it's been my experience over those 12 years that the canvas tops on [redacted] and [redacted] vehicles to be loud during operation. The 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 response. If 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 [redacted] Dear [redacted] : This message is in regard to your complaint submitted on 2/3/2015 7:05:40 PM against Ourisman Chrysler Dodge Jeep RAM.  Your complaint was assigned ID [redacted].We have written to the firm referenced above on two previous occasions. Since 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 you. If so, please advise us of the situation immediately. If 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 complaints. Since this firm is not a Revdex.com Accredited Business, it is not obligated to respond and resolve consumer complaints with us. In those few instances where our requests have been ignored, the information is made a part of the firm's file at the Revdex.com. In 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]

[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: [redacted]
I am rejecting this response because:There are many misstatements and overstatements in Mr. H[redacted]’s response. I will address a few here. First, slander is a serious accusation. Slander is making malicious and false statements, my comments have been neither of those. I have told the unfortunate truth and my intention is not to maliciously defame the business in any way. In fact, compliments were included in the reviews, attributed to the their sales rep, in those same reviews Mr. H[redacted] deemed slanderous. Mr. H[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 gesture. For one, he said the “deal” of $260 would be there whenever my wife and I made a decision, now we’ve less than 24 hours as November 30th is tomorrow. Additionally, as the taxes have already been paid by the business, they are now holding the tags hostage in exchange for compliance with their unfair demands. How 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 10-15 minute break in between as I needed to step out and call my wife about the “deal” he offered. This is yet another overstatement made by Mr. H[redacted], 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 $660 tax would not have been generated had Ourisman put the vehicle in my wife’s name, which we offered. Ash, 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 Dec. 8th.
Regards,
[redacted]

We are not at liberty to discuss the details of this transaction. The complainant is not our customer and there are Federal Privacy laws that protect our customer and prevent us from discussing details on this forum.

We worked very diligently with the customer and the [redacted] Customer Assistance Center. The repairs were not duplicates. We thoroughly explained all the charges in detail. As a gesture of goodwill becasue the failures were so close to each other we only charged for the parts on the subsequent...

repair.

This is a copy of an email I had sent responding on 12/5/15 directly to [redacted] and to the Revdex.com.[redacted],
I apologize for the
delay in responding to your email. I have been out of the dealership for the
last 2 days and am just now able to respond.
I have spoke to both
Terry H[redacted] and Juan E[redacted] to familiarize myself with your complaint. I am
sorry that we did not place the sticker on your vehicle when the work was
originally completed, certainly a mistake on our part. When Mr. E[redacted] told you
that having a zero reading was a benefit to you, his comment was made “tongue in
cheek”. He never intended for you to take him seriously and he knew that we were
still going to put the required sticker on your vehicle in compliance with
Federal odometer regulations. We would not advise any of our customers to commit
odometer fraud. I agree with you that we could have been more thorough and made
sure the sticker was available and on the car before we released it.
As you stated in your
original complaint letter, you have been a very loyal customer and we are very
appreciative of you and your business. As a gesture of goodwill and in hopes of
retaining you as a customer I would like to offer you 5000 Ourisman Advantage
Rewards Points. These points are eligible to be used as discounts on future
service and parts visits.
Sincerely,
Michel
L[redacted]
Vice
President
General
Manager
Ourisman of Bowie
[redacted]@ourismanautomotive.com

October 3, 2014I am writing this letter to address the issue [redacted] has with the vehicle she purchased from Ourisman Chrysler Dodge Jeep of Bowie. We are very sorry she is displeased with us and we are making the attempt to resolve the problem she is having. We are replacing the...

windshield and we also are having the [redacted] four wheel drive serviced. We are very sorry for the inconvenience to [redacted], We are taking care of her problems. If anyone has any questions please call, I will be happy to talk to anyone.Sincerely,Brandon T
Used Car Manager

I have spoken with the Service Manager, Bill A[redacted], regarding [redacted]'s vehicle. [redacted] is correct that the vehicle has been to our location for an extended period of time. He is also correct that he has been in a free loaner after approximately a week. We only have a certain amount of loaners...

available and I am happy that we were able to provide [redacted] this accommodation. The 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 factory. Ourisman 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 present. Replaced phaser. Vehicle still tapped until it gets warm and then it would go away. Removed oil pan and checked rod bearings. Bearing were satisfactory. Contacted Chrysler's Tech Line with information. Chrysler Tech Line called back and we were advised to check links in timing chain, all were okay. Called Engineer at Chrysler's Powertrain Hotline. We were advised that the fix could be a wrist pin which cannot be validated by the naked eye. We used a [redacted] scope and checked cylinder wall. Cylinder wall appeared to be scored. Took photos and uploaded to Chrysler hotline for authorization for a new engine.  Waited for response. Request for engine was denied.  Chrysler [redacted] hotline advised to remove plenum, run engine and perform injector test to determine if a cylinder would change to sound. No conclusive results from test. We contact a Technician Advisor from Chrysler who advised us to replace the lifters on the other side of the engine. After replacing the remaining lifters the noise was still apparent. Called Teach Advisor again who recommended we submit for a goodwill engine claim with Chrysler. We submitted the request on behalf of our customer and in accordance with the recommendation of the technician advisor from Chrysler. We then had to resubmit  to Chrysler hotline with additional documentations for all tests performed and recommendation of the Technician advisor from Chrysler. The hotline requested additional pictures of the air filter, air filter box, throttle body and throttle body hose. After 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 dealership. The 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 it. In that light, I believe [redacted]'s request of an engine has been fulfilled.Levi H[redacted]VP/GMOurisman Automotive of Bowie

Review: I purchased a 2006 [redacted] from the Ourisman Chrysler Jeep Dodge Ram of Bowie on August 21, 2014. The dealership had me go through there banking institution and had me sign paperwork and I left that day with the vehicle. I made repeated calls to [redacted] Federal Credit Union and the dealership to see where my information was and when it would become available. I called everyday/every other day to [redacted] and they kept telling me that the dealership had not completed their forms. I called the dealership multiple times, I left 2 voicemails for Chu Park and sent him 2 e-mails, I spoke with Kevin G[redacted] after driving to the dealership, My sales person Albert contacted me a few days later because they had shredded my driver's license copy and asked me to come in so they could get another. Chu had not called me back and Kevin told me everything had been sent to [redacted] and advised me to call September 2. I called [redacted] and they called the dealership themselves while I waited on the line. The [redacted] representative remembered me calling, because of the consistency, but had advised me that the dealership needed to re-do paperwork because it was done outside of their guidelines. I called the dealership and asked for Chu Park again, no answer. I personally drove to the dealership once more furious at important information being withheld from me, and as a customer I should have been notified by them that their banking institution had not approved me for the full amount of the loan. I then contacted my bank so I wouldn't have to pay any other money out of pocket and to see if my husband and I qualified together which we did. Fortunately I didn't lose my car because of their negligence while I had to call for 15 days, I had my vehicle for over 2 weeks and they had not notified me, and kept telling me everything was fine when it wasn't. My most recent e-mails were sent out September 15, and this morning September 18. Prior to that I had sent 2 emails out late August and early September although I do not recall exact dates. Yesterday I called my insurance company about a chip in my windshield that has started to spider out, Originally I thought it was dirt on my windshield. Anyhow, I set up an appointment with Safelite to come out and fix this issue, only for him to tell me the crack has been there longer than when I realized and that it had already been filled once and unfortunately he could not refill because it can only be done once. The dealership withheld this information and has not yet responded to my e-mail. They run a horrible business, and they have been the worst dealership I have ever experienced. This particular dealership seems to be crooked and have not been good in contacting me when I reach out and they seem to be fraudulent for not informing me that the loan they told me had been sent, actually hadn't been sent at all because [redacted] did not approve the loan in the beginning. I have not had this vehicle for a month and the headache has been despicable. I have wasted valuable time (2 hours to redo the loan by financing through my bank) on top of the 6 hours I was there to purchase the vehicle. The way they run this dealership is impractical, they have been of no help, have provided zero customer support and tried to be fraudulent in the original loan they produced.Desired Settlement: I would like my windshield to be replaced at no cost to me. And I would like to be monetarily reimbursed for sacrificed time and frustration for 15 days due to their negligence to inform me of valuable information that could have put me without a vehicle, after repeated trips to them because failure to respond to my outreach,. I would also like to have their business evaluated for malpractice, as I would not want any other issues that I have had, to occur with another customer.

Business

Response:

October 3, 2014I am writing this letter to address the issue [redacted] has with the vehicle she purchased from Ourisman Chrysler Dodge Jeep of Bowie. We are very sorry she is displeased with us and we are making the attempt to resolve the problem she is having. We are replacing the windshield and we also are having the [redacted] four wheel drive serviced. We are very sorry for the inconvenience to [redacted], We are taking care of her problems. If anyone has any questions please call, I will be happy to talk to anyone.Sincerely,Brandon TUsed Car Manager