Ourisman Dodge Inc.

[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 Car dealership are licensed professionals in their trade and craft.  It is up to them to provide due diligence, the truth, and factual information on the products they represent to the public.    I would of never bought a damaged car.    In addition why would a buy an extended warranty when they provided a factory warranty.    Their response sounds somewhat suspicious.   The car was a 2014 with very little mileage on it.  The car(Samjer) salesman said the former owner was a veteran who lived in PA and drove long distances for short period of time.  They sold the car to him andbought it back.   It was a scam from the beginning.  ONE MUST DISCLOSE THE TRUTH.   We can do this in court  and call my college roommate at the [redacted]  or do the right thing.  In addition this car has already been in the shop twice for repairs.Moreover,  I have witnesses showing employees driving my car down [redacted] getting lunch after receiving call 3 hours prior that my car was ready for pick up. Why would I pay for a warranty on fraudulent car sale?   This is far from being resolved. 
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, [redacted]

December 01, 2015Ourisman has repaired the concern with a software update as of November 24, 2015. Ourisman supplied a loaner vehicle at no expense to [redacted] for six (6) days (less a five dollar gas charge).The buy back process is completed by [redacted]., not the franchise...

dealer. Ourisman has supplied [redacted] with the contact information for [redacted]. to begin the buy back attempt. This is completed exclusively by the manufacturer. If [redacted] is in need of customer service, their phone number is ###-###-####.If any further assistance is required, please feel free to contact me.Sincerely,
Chris M.
Service Director

Date: Mon, Aug 31, 2015 at 12:40 PMSubject: Complaint ID [redacted]To: [redacted]@myRevdex.com.orgHi [redacted], Regarding the above mentioned complaint from [redacted], the [redacted] still does not show that the vehicle was damaged and the previous owner did not inform us of any damages. In our last conversation with [redacted], we invited him to bring in his vehicle so we may check to see if there was in fact any damage to the vehicle. Thank you, Pauline K**Executive Assistant to the CFOOurisman Automotive of Virginia

[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 Car dealership are licensed professionals in their trade and craft.  It is up to them to provide due diligence, the truth, and factual information on the products they represent to the public.    I would of never bought a damaged car.    In addition why would a buy an extended warranty when they provided a factory warranty.    Their response sounds somewhat suspicious.   
The car was a 2014 with very little mileage on it.  The car(Samjer) salesman said the former owner was a veteran who lived in PA and drove long distances for short period of time.  They sold the car to him and
bought it back.   It was a scam from the beginning.  ONE MUST DISCLOSE THE TRUTH.   We can do this in court  and call my college roommate at the [redacted]  or do the right thing.  In addition this car has already been in the shop twice for repairs.
Moreover,  I have witnesses showing employees driving my car down [redacted] getting lunch after receiving call 3 hours prior that my car was ready for pick up. 
Why would I pay for a warranty on fraudulent car sale?   This is far from being resolved. 
Regards,
[redacted]

Payoffs are built into the deal of a vehicle purchase. Once a customer’s purchase of a vehicle is funded by the bank, then can we issue a payoff of the loan on a trade in...

vehicle. Ms. [redacted] purchased her new vehicle and traded in her old vehicle on August 10, 2017, providing us with a payoff quote good through August 31, 2017. Her deal was funded by the bank on August 25, 2017 and the payoff payment for her trade-in was processed the same day on August 25, 2017. Regarding the insurance claim against Ms. [redacted]’s policy, Ourisman does recognize that this was a grave mistake on the employee’s part. As part of her new vehicle purchase, proof of insurance is required by the funding bank and the DMV for her tags. [redacted] provided our employee with Ms. [redacted]’s insurance information, but in a format that our employee was not able to forward to the bank. Our employee took a photo of the screen showing the policy number, saved it as a PDF document, and forwarded it to the bank representative and our title clerk. Later, when our employee was involved in a personal incident, he confused the screenshot of the insurance card as his own [redacted] policy and provided that information during the exchange with the other driver. When he realized his mistake, he immediately notified the other driver. While a claim was mistakenly initiated against Ms. [redacted]’s policy, it has been corrected and there is no more claim. Our management has met with the employee and discussed the incident with Ms. [redacted]’s insurance information. Our employee understands his error and has learned from his mistake. While this was a terrible lapse in judgement and an incident that should have never happened, it was in no way a malicious or intentional action of the employee.

Attached is the [redacted] on the vehicle, dated 08/17/15, with no
record of accident or damage.
At...

the time of purchase, [redacted] was provided with a lifetime
guarantee on the power train of the vehicle, provided that all required factory
maintenance on the vehicle is completed at an Ourisman of Virginia dealership.
We advise [redacted] to acquire more detail on the non-[redacted]
report and the supposed incident.Thank you,Ourisman Dodge, Inc.

Attached is a letter from the service manager, previously faxed in to ###-###-####Ourisman [redacted] Dodge5900 Richmond HighwayAlexandria, Virginia 22303Telephone. ###-###-####O1/30/2017Revdex.com 1411 K St. NW, 10" Floor Washington DC 20005-3404Complaint ID: [redacted]To whom it may concern:[redacted]...

[redacted]'s 2005 [redacted] was in our shop for a recall and maintenance work on 10/27/16. The vehicle was in an accident while being test driven by one of our employees, on a post repair test drive.Upon initial inspection after the accident, it appeared that the vehicle was easily repairable. [redacted] was informed of the accident, and was assured by her service advisor, and myself, that the vehicle would be fully repaired at no cost to her, and that she would be provided with transportation while it was in the shop. Since the accident occurred in the evening hours, it was the next day before a claim could be filed with our insurance provider, [redacted].[redacted] was not happy with the courtesy vehicle that she was initially provided with (a new 2016 [redacted]). [redacted] was informed that it was the only vehicle we had available at that time, but as soon as another one came back (that was more acceptable to her) we would Swap her out. [redacted] protested, but left with the vehicle for the night.The next day I reported the accident to [redacted], and informed [redacted] that I had done so. She stated that she had called her insurance company [redacted], and that they were going to come out to look at the vehicle. At no point had anyone from Ourisman asked [redacted] to file a claim on her own with [redacted]. At this point we were still operating under the assumption that the vehicle would be repaired through our insurance, as one of our employees was driving it at the time of the accident.I had no contact with [redacted] until Monday the 31', when [redacted] called me to tell me that she did not want to keep driving our [redacted], and that she was going to rent a vehicle under the accident claim that she had filed with [redacted]. [redacted] Stated that she would not return the vehicle to the dealership, and if we wanted it back we would have to drive to her place of employment to pick it up. Myself and the Fixed Operations director drove to her job that afternoon to pick the vehicle up.The next day, [redacted] called to inform us that the vehicle was going to be towed out, and taken to another shop for repair. This was done of [redacted]'s own accord. I informed her again that we were more than willing to repair the vehicle without her going through her insurance, but she stated that she was more comfortable going through [redacted]. The vehicle was picked up by a tow truck and towed out later that day.Due to [redacted]'s continued belligerence, I turned the matter over to my supervisor Chris M[redacted] (Fixed Operations Manager for Ourisman Dodge Alexandria). Chris continued to work with [redacted] over the next week or so, making sure that she was refunded for the services performed on her vehicle before the accident, as well as the gas she had put into our rental vehicle. Both of these were gestures of goodwill, and were done in the interests of customer service.The fact that the vehicle was a total loss, was due to the vehicles age, mileage, and the preexisting body damage that existed on the vehicle before it arrived at our shop. It was not a total loss due to the severity of the accident. As one of our employees caused the accident, and as we assumed we would be repairing it, if [redacted] had left the vehicle in our care, it would not have been a total loss. We would have repaired the vehicle and returned it to [redacted].At no time during this process was [redacted] ever misled, or left to fend for herself. From the moment the accident occurred, we provided her with the assurance that we would repair the vehicle and return it to her at no charge, and in a better condition than it was left with us in. [redacted] decided on her own that she did not want us involved in the repair of the vehicle. She elected to return our rental, she elected to go through [redacted], she elected tow the vehicle to another shop, she elected to cut us out of the process completely.As it stands, we have conducted ourselves with professionalism, and have gone above and beyond for [redacted]. We have followed our insurance company's instructions to the letter. Since [redacted] elected to go through [redacted], knowing up front that she would be required to pay her deductible, we cannot be responsible for the time that it takes for her deductible to be returned to her, while [redacted] and PDP go through the subrogation process. Her deductible will be returned to her, but the time it takes for that to happen is in [redacted]'s hands, not ours.Sincerely,Mike K[redacted]Service Manager Ourisman [redacted], [redacted], Dodge, [redacted].

Date: Mon, Aug 31, 2015 at 12:40 PMSubject: Complaint ID [redacted]To: [redacted]@myRevdex.com.org
Hi [redacted],
 
Regarding the above mentioned complaint from [redacted], the [redacted] still does not show that the vehicle was damaged and the previous owner did not inform us of any damages. In our last conversation with [redacted], we invited him to bring in his vehicle so we may check to see if there was in fact any damage to the vehicle.
 
Thank you,
 
Pauline K**
Executive Assistant to the CFO
Ourisman Automotive of Virginia

On Sunday, February 22, 2015, [redacted] purchased the vehicle with the repairs made.

Review: I purchased a vehicle from this company. Before leaving the dealership there was a chip in the windshield I informed the sales rep about it he stated they will pay for the costs. He even referd me to go to [redacted]. I fixed the windshied gave the recipient to the dealership and have yet to see the reimbursement. I have all text messages between myself and him clearly stating the check is in the mail. From the day I bourght the vehicle till now I had nothing but repairs to do to it. It is causing alot of stress on me I should not have to deal with such headaches for a car the was just purchased and have only made one car payment on. Thank youDesired Settlement: There is no outcome at this point.

Review: My husband and I have been an Ourisman customer for 20 years and over the years we have purchased multiple cars and trucks and have used Ourisman Service department many times. Unfortunately,our most recent trip to the service department has been less than stellar. My husband made a service appointment because the transmission on his 3 year old truck was not shifting. On Sept 3rd he took the truck in for service (purchased new from Ourisman in Jan. 2010). He was forced me to get a rental car. After several days of not hearing from Ourisman, he called for an update. He was told that the truck hadn't been looked at yet. He explained he was in a rental and when did they anticipate it being completed? He was told soon. Seven days later, he went in and was told that they only had one transmission guy and they hadn't looked at it yet. He was told not to worry about the rental car because the service manager was going to personally handle the problem and it would be taken care of. Two weeks after dropping it off, he was told that the transmission would require a rebuild (at 19,000 miles) and it was covered under warranty so not to worry. When he got called by the service rep on the 23rd and was told that the truck was ready, he asked him how he should proceed with the rental ( after 20 days) and was told that the Rep knew nothing and that he needed to pay for the rental. After leaving two voice messages for the Service Manager and sending the dealership an email with no response. So, he went in to see the Service Manager on Sept 26 and was assured that they would make this right and would reimburse him for the $778 for the 20 day economy car rental and that he would have the check within 5 to 7 business days. It is now 8 business days. I have left two messages for the Service Manager and again have not received a response. The total lack of customer service at this location is horrible.Desired Settlement: We would like to be reimbursed for the car rental as promised. This was warranty work and should not have taken 20 days.

Review: I took my truck to the above dealership for body work on the driver's side door January 31, 2013. The insurance company told me it would be hard to find the decal for the door. The body shop told me that they ordered the decal from [redacted]. The insurance company with their appraisal put $123.80 in the claim for the decal. I have not received a definitive answer from the body shop of when the decal might come in. So, I have asked for a refund of the $123.80.Desired Settlement: $123.80 refund for the decal that has not been delivered.

Review: I brought my vehicle(under warranty) in because it failed to start. After a few days of calling to find out the outcome, I was accused of leaving a light on in the vehicle and told to pay the diagnostic fee and that nothing was found to be wrong with the vehicle other then the battery needing a charge. I was told the vehicle would be charged and I can come pick it up. A few days later the service engine light came on and I was 50 miles from home. I called the service department and left a message with the service manager to call me. The vehicle light went back off. A week later I was at a funeral and the vehicle needed to be jumped to start. I called and left another message with the service manager. I made it home and the next morning it wouldn't start. I called the service manager and finally spoke with him. He instructed me to bring it in. I got it towed there. When I arrived I was greeted by the manager and was told that the battery would be replaced and the warranty would only cover part of it. I left the vehicle and got a call over a week later and was told that the engine was locked and it would be 8,000 to repair. Now I'm beyond upset because I feel as though,had I been told that when I brought it in 3 weeks prior, instead of being told an engine light was left on, I could've had the engine flushed and it could've been saved. The vehicle is still under warranty, but unless I can provide receipts from an authorized dealer there's nothing that can be done. Who takes responsibility for the misdiagnosis of the vehicle that I had to pay a bogus diagnostic fee for??

Review: 1. Two parts are defective as determined by Ourisman Dodge:

a. Rain Sensor Module; and

b. Vent Assembly.

2. Both parts are covered by the MOPAR/Chrysler Factory Service Contract (Extended Warranty) as reported by MOPAR representative.

3. Ourisman Dodge claims the two parts are not manufactured or available.

4. A search of the Internet shows that the two parts are widely available from Jeep Dealers and from OEM parts suppliers.

5. Ourisman Dodge will not obtain the two parts that are covered by the Service Contract.Desired Settlement: Orisman Dodge to obtain and replace the Rain Sensor Module and the Vent Assembly as provided for in the MOPAR/Chrysler Service Contract.

Review: I have yet to complete the purchase survey as the purchase is yet to be complete! I took possession on 27 Jan, provided you the check on 28 Jan. By 5 Feb, you had sent the payoff to [redacted] and by 20 Feb Fairfax had registered the vehicle in my name. It is now one month since I purchased this vehicle and although the $600+ held on overage of [redacted] payoff and the approx $20 in title transfer excess is still being held by your company.

In addition, the protection package appears to have been applied over dirt and grime. Proper detailing prior to applying the protecting paint product was not completed as noted by grit not removed by washing.Desired Settlement: Immediately provide a check for the refund from estimated payoff [redacted] and title transfer fees. Minimum $601.03 based on $14600 listed on purchase order for [redacted] payoff and actual check you sent to [redacted] of $13998.97.

In addition, properly detail the Caravan prior to applying the paint protection.

Review: I need your help. I suffer from PTSD as well as other medical issues and have been going through extreme emotional distress while dealing with Ourisman [redacted] Dodge in [redacted], VA. They sold me a car as new in April 2014. After inspecting the car I found some minor issues that they agreed and issued me an IOU to repair. The paperwork was done, I purchased the vehicle, which I found through my Pentagon Federal Car buying service, and a few days later the vehicle was delivered to me. I had been ill and unable to drive the vehicle for a few weeks after delivery, but when I finally did drive the vehicle, I saw that the IOU's had not been repaired and there were mechanical issues and malfunctions as well as a dent in my driver door caused by the dealership. I immediately contacted the dealership to inform them of the dent. I was told to schedule an appt and the issues would be resolved. I scheduled an appt for the following week, because the service adviser told me that I would need to bring the vehicle in on a Monday, because that is the only day that their dent repair guy comes in, so in order to repair everything at one time (dent and the IOU's, the [redacted] speaker system, alignment), I agreed to the date. The following week, I went in a good 45 min to hour drive to get from my home to the dealership because of the highway ** traffic, and upon arrival was told that I had not been put on the schedule and nothing had been ordered to repair my vehicle. I was upset but remained professional and again talked to the service adviser, pointed out all the issues that I had discovered and he said he would order the parts needed for my repair and call me to schedule an appt. A few weeks went by; of course no one called so I reached out to the dealership. To my surprise the service advisor that I had been working with was no longer there and once again, the ball had been dropped and now a new adviser was going to handle the problem. IA new appt was scheduled; I go take the vehicle in and then am called the next day saying the car was repaired and ready to go. Upon my arrival, nothing is repaired. I go to speak with the sales manager who had sold me the vehicle. I located Barbara who was the sales manager and who had approved the IOU's and I told her of the issues and she assured me that she would get with the service manager and get the problem resolved to my satisfaction. I tell her if they can't fix my vehicle this time and honor their word, I wanted my money back and would return the car. Another appt was scheduled for the following week and again I waited to take the car in. I go to the appt drop the car off, leave for several days, am called to pick up the repaired car, this time I take a male friend along with me (I felt they had me treating me this way because I was a woman and they knew I didn't know much about the car business) so I wanted a male presence to see if I would be treated with more respect. When we arrive and go in to pick up the vehicle, again nothing has been repaired, although the service records show everything has been addressed and repaired. In addition, not only had my vehicle not been repaired but there had been additional damage done to the car's driver door and trunk which I immediately pointed out to the service adviser. I then go into the dealership because at this point, I have given the dealership ample time to repair the problem and have been totally disrespected and continually lied to. I ask to speak with Barbara the sales manager and was told that Barbara the sales manager who I had been communicating with for the last few months about the issues with the vehicle had retired and was no longer there. At this point, I am extremely upset and ask to speak to Andy H[redacted] the owner. I am told he is not t available and they call James H[redacted], (new general sales manager) to speak with me. I start explaining what I had been going through over the past 4 months with the service dept, the repairs been fraudulently documented as repaired when nothing had been repaired as well as the showing him the additional damage that the dealership has done to my vehicle. Both the service manager and the Sales manager, both acknowledged the damage and said they would get it repaired. I told James H[redacted] that I was tired of the lies and deceit and no longer wanted to vehicle, and asked him if it was his vehicle or his wife how would he feel, he replied to me, I understand your concerns, but you have to understand my loyalty is not to you but it's to my owner, I mean I have children to feed and he pays my pay check. At this point I am extremely upset and needs to leave the dealership to go home to come down and take my medication for anxiety and stress. I have now exhausted dealing directly with the dealership and contacted the [redacted] Corporation for help. I again explained what had been occurring with the dealership and addressed my concerns about the vehicle. I was given a rep to work with and she contacted the dealership and told me that she had to contact them several times before she could reach anyone, because they kept placing her on hold and not coming back to the phone. She also told me that when she asked them to fax the service records that they conveniently told her they were unable to locate them at the time. The same treatment I had received. She finally reached someone and after a few days or so was able to schedule me an appt. I turned my vehicle in for the 4th time, Tuesday, Oct 7, and it has been at the dealership for over 2 weeks now and no one has contacted me, to tell me what is going on. I have zero confidence in this dealership and feel that were less than truthful about the condition of the vehicle, that they sold me. The vehicle had been in an accident that I was told was a minor fender bender, while in reality it totaled more than $10,000 in damage. The alignment was off and the vehicle was not driving or operating as a "new" vehicle is expected. The blue tooth system does not operate correctly and whenever you use it the speakers crack and crackle making it impossible to have a conversation with anyone. This vehicle was not in a "new" condition like it stated on the invoice but rather a used vehicle. I was intentionally misled about the vehicle.Desired Settlement: I do NOT want this "used" vehicle, I want my money back so that I can purchase a "new" vehicle just as I was attempting to buy. Please help me, as this situation is exasperating my medical and mental issues. I have been through enough pain while serving my country faithfully with integrity and honor, and it is a dishonor to me that this huge dealership treats customers the way I have been treated. I don't have money and lawyers on my pay roll as they do, and should not have to put myself in a financial bind to make them do the right thing, which is return the money that was expended on this vehicle "IN FULL".

Business

Response:

Pauline K** <[redacted]@ourismanva.com>

Nov 17 (4 days ago)

to me

In response to [redacted]’s complaint, [redacted], at the time of purchase, was completely aware of the damage and the amount of repair to the vehicle. [redacted] signed all the repair orders and received a great reduction in the selling price, because of the repairs. We made every attempt to satisfy [redacted] however in her opinion, we have failed.

[redacted] also contacted Virginia State Senator [redacted]’s office for assistance. Senator [redacted]’s assistant, [redacted] came to the dealership to inspect [redacted]’s vehicle. She felt that the vehicle was in superior shape and is now trying to reach [redacted] to share her opinion.

We have also helped [redacted] with a loaner vehicle while her car is at our shop, at no expense to her.

We were able to work with [redacted] and as of November 17, 2014, we have traded her into a new car.

Thank you,

Pauline K**

Executive Office

Ourisman Automotive of Virginia

5900 Richmond Hwy

[redacted], VA 22206

O: ###-###-#### || F: ###-###-####

E: [redacted]@ourismanva.com

Business

Response:

SeeAttachment

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: All of the information received within the response was not accurate. I was not told all the damage that was done to the vehicle and they were never able to resolve the issues with the vehicle. The issue was resolved by me trading in the vehicle for another vehicle with the dealership.

Regards,

Review: In late December 2013, I called [redacted] Customer Care because my truck was steering hard and exhibiting the same problems when the rack was replied under extended warranty in 2011. [redacted] recommended I take it to an authorized [redacted] dealer to diagnose and agreed to consider, because of the age of the parts, that they might have been defective and could consider partially reimbursing me. I took the car to Ourisman [redacted] and was informed that indeed the rack was defective - this being the third rack on a vehicle with less than 64,000 miles and less than 2 years/20k miles since the previous rack was replaced.

Ourisman quoted me $800 for parts and $600 labor to replace the rack and perform all other mandatory/recommended work (front end align, bleed/fluid exchange power steering fluid, etc). [redacted] agreed to reimburse me for parts, but informed me that I would have to negotiate the labor with Ourisman. I asked if I could get a different quote from a different dealer, but was told I could not by [redacted]. Ourisman offered me a 10% and I, as somewhat of a "thank-you" for the gesture, requested a 60k service be performed after I authorized work on the rack to commence. However, over the weekend, when I got the $1100 quote for the 60k service (being told that the work would not start until Monday), I called the dealership back the same day (Saturday) and ask that we hold all work until I had a chance to speak with the service advisor because the quote for the 60k seemed high. In fact, a quote from [redacted] that same day was almost $300 less. The following Monday, Dec 30, we negotiated a price of $1100 for the 60k service which also included performing the 102k automatic transmission service (fluid and filter).

The next day, New Year's Eve, I received a phone call at my work number informing me that the rack and pinion I ordered had arrived. I called the service department to ask what that was all about, and they informed me it was a clerical error; that in fact, my car was all ready (implication being, that they performed the entire rack and pinion and 60k service in one day). That evening, Dec 31, I went to pick up the truck. The service advisor asked that I pay first, but I insisted on test driving. Somewhat aggravated, he stormed off and went to get a service advisor who got into the truck with me and we drove out of the engine bay. I hadn't gotten fully into the driveway and realized the car felt exactly the same. They offered to keep the car and I sent a long email to the service manager that night. (I have full documentation of these and other email exchanges).

Then, the second time (Jan 2), when called that everything was fine, I went back to Ourisman [redacted] and the service manager again went out for a test drive. I told him I felt the car was pulling to the right, but he claimed it was the road. He said if it continued to be an alignment issue, I could always bring it back. Then, when I went to pay the invoice, I complained that the amounts originally quoted were all backwards - that the entire work for the rack and pinion was only about $1000 and that I paid over $1400 for the 60k service. The service advisor claimed he had "flexibility with the cost of the parts" and that we had "agreed" to an amount of $2500. I then told him that if [redacted] shorted me the money on reimbursing me for the parts at $800, I would request a corrected invoice as we discussed.

Then, I brought the car back the following Monday because, indeed, the car continued to pull to the right. Meanwhile, [redacted] informed me that they could only reimburse me what Ourisman charged for parts. I brought the car back for the alignment, waited three hours, and was then told that essentially that was the best they could do, they wouldn't correct the invoice, and if I could prove another dealer could get the car closer within specifications (their readout clearly states it was not within specs), that they would reimburse me the $99 for the front end alignment. I then noticed that they had never performed an oil change or other parts of a 60k. The service advisor claimed it didn't need it and that we discussed explicitly what I wanted done and that I hadn't said an oil change.

I then called [redacted], explained the situation, and they told me to take it to a different dealer. I took the car to [redacted] on January 21, 2014, to have the oil changed and the front end re-aligned. After the fourth (!) alignment, I drove off and the car still felt like it was pulling right. After a couple weeks and three unsuccessful attempts to negotiate a fix with the GM of Ourisman (Chuck Jackowski), I took the car back to [redacted] on 22 February to not only have the car aligned, but to also have the automatic transmission service (fluid and filter), the power steering fluid, and the brake fluid exchanged - the majority of which both [redacted] and Ourisman acknowledged should have been included - like the oil change - at 60k. During the course of [redacted] attempting a fifth time to align the car, the service advisor said they would also try rotating the tires. He then called me back an hour later and claimed that they would have to replace all 16 lug nuts because they had been installed using an incorrect socket. (Note: I have all 16 of the old lug nuts).

What started as a $1400 job and a 60K service has turned into a $3500 ordeal with two dealers. I have requested a chargeback from [redacted] and have also filed a complaint with the VA State AG. Bottom line: Ourisman failed to perform the work, told me to go elsewhere, and when I do, I find that they've actually damaged my car. I also don't know whether half of the 60k work (especially the spark plugs) were actually performed/replaced.Desired Settlement: That Ourisman agree to reimbursement for parts misquoted (the rack for $112), the three original attempts to front end alignments ($99), the cost of two additional front end alignment ($99), all remaining 60k service items that should have been performed (or were not performed to factory spec - oil, PS, AT, brake fluid) by [redacted] ($598.87), and the lug nuts service and parts ($177) that were presumably damaged by Ourisman. This comes to a grand total of $1085.87. Previously, the GM of Ourisman had agreed in principle to reimburse me for parts/service at [redacted] for the oil change and alignment, but by me charging back the full amount, minus what was reimbursed by [redacted] - and because I was unwilling to return the vehicle on his terms (that I drop the [redacted] dispute first) - we have reached an impasse. Bottom line: Ourisman has already acknowledged that they screwed up. I would now appreciate them reimbursing me for the screw-up.