Ourisman Volkswagen and Mazda of Rockville

We advertise prices on our website to compete with all other stores, we include conquest rebate that he didn’t qualify for so he got upsetWe explained it to him but he just wouldn’t listen to usTwo days later after he sent in a [redacted] or dealer rater survey, he called back to see if we would renegotiateHe had found out that what we said was true but still wanted cheapest priceWe apologized

I met with [redacted] this afternoonWe could not find a good view from our camerasI agreed to have her 1/panel right side repaired at no charge to her Chuck D [redacted]

The cancellation request was submitted to [redacted] on 7/28/and [redacted] was notified by emailOnce the cancellation is approved, a refund will be sent to [redacted] ***

[redacted] , This customer purchased a mechanical breakdown policy which does not cover wear items such as tires, brakes etcWhen a customer purchases a policy similar to this he is asked to review the contract and sign itIf the customer wants to cancel the contract, he just needs to bring his contract to the dealership to cancel the contract Please let me know if I can be of any further assistance [redacted] Service Director

It took a week for the dealership to supposedly diagnose the problem with my vehicle and make the repairDuring this time, I was provided inaccurate information on the problem, and had to spend a significant amount of money to fix items which may or may not have been the problem, according to the feedback received from the dealershipI was provided assurances over the course of the week that the problem was supposedly resolved only to come around and come back the next day (on three separate occasions) for a completely different diagnosis and supposed new set of problemsCase in point, when I first dropped off my car, I was provided with a list of repairs that were contributing to the issue with my car with the caveat that it would take care of the problem I had those repairs performed over two days, only to discover within hours of leaving the dealership that the problem was still there After bringing my car back and leaving it with the staff over the weekend for further diagnoses, I was informed that it was another problem that "miraculously" appeared out of nowhere, and was now the cause of the issue for which I had to pay extraAfter spending over $on these "phantom repairs", I still have the same problem that I had when I brought it to the dealership I communicated with their customer service representative (Chuck D [redacted] ) who was of no help, and defended the decisions of his staff in addressing my problem and sent me a list of all the work they had performed (like I didn't have that information anyway) and proceeded to tell me that his technicians merely looked at the faulty computer codes (and not use any common sense) to diagnose the problem in my car and that is how they work I took my car to a reputable mechanic and he was able to diagnose the problem in a matter of a couple of hours...it was just faulty spark plugs which costs a nominal amount to fixI encourage anyone who is reading this to refrain from using this dealership for their service needs I had been their customer for over eight years, and am very disappointed in the way I was treated

[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: I never did a [redacted] or dealer reviewI never called back to renegotiateI have never been in contact with this dealership since the initial incidentI find this response full of lies and hiding behind the truth Regards, [redacted] *

The cancellation request was submitted to [redacted] on 7/28/14 and [redacted] was notified by email. Once the cancellation is approved, a refund will be sent to [redacted].

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.  Thank you so much for your assistance!With kind regards, [redacted]

[redacted],
This customer purchased a mechanical breakdown policy which does not cover wear items such as tires, brakes etc. When a customer purchases a policy similar to this he is asked to review the contract and sign it. If the customer wants to cancel the contract, he just needs to...

bring his contract to the dealership to cancel the contract.
Please let me know if I can be of any further assistance.
[redacted]
Service Director

It took a week for the dealership to supposedly diagnose the problem with my vehicle and make the repair. During this time, I was provided inaccurate information on the problem, and had to spend a significant amount of money to fix items which may or may not have been the problem, according to the feedback received from the dealership. I was provided false assurances over the course of the week that the problem was supposedly resolved only to come around and come back the next day (on three separate occasions) for a completely different diagnosis and supposed new set of problems.
Case in point, when I first dropped off my car, I was provided with a list of repairs that were contributing to the issue with my car with the caveat that it would take care of the problem. I had those repairs performed over two days, only to discover within hours of leaving the dealership that the problem was still there. After bringing my car back and leaving it with the staff over the weekend for further diagnoses, I was informed that it was another problem that "miraculously" appeared out of nowhere, and was now the cause of the issue for which I had to pay extra.
After spending over $700 on these "phantom repairs", I still have the same problem that I had when I brought it to the dealership. I communicated with their customer service representative (Chuck D[redacted]) who was of no help, and defended the decisions of his staff in addressing my problem and sent me a list of all the work they had performed (like I didn't have that information anyway) and proceeded to tell me that his technicians merely looked at the faulty computer codes (and not use any common sense) to diagnose the problem in my car and that is how they work. I took my car to a reputable mechanic and he was able to diagnose the problem in a matter of a couple of hours...it was just faulty spark plugs which costs a nominal amount to fix.
I encourage anyone who is reading this to refrain from using this dealership for their service needs. I had been their customer for over eight years, and am very disappointed in the way I was treated.

We advertise prices on our
website to compete with all other stores, we include conquest rebate that he
didn’t qualify for so he got upset. We...

explained it to him but he just wouldn’t
listen to us. Two days later after he sent in a [redacted] or dealer rater survey, he
called back to see if we would renegotiate. He had found out that what we said
was true but still wanted cheapest price. We apologized.

I met with [redacted] this afternoon. We could not find a good view from our cameras. I agreed to have her 1/4 panel right side repaired at no charge to her.
 
Chuck D[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:
 I never did a [redacted] or dealer review. I never called back to renegotiate. I have never been in contact with this dealership  since the initial incident. I find this response full of lies and hiding behind the truth. 
Regards,
[redacted]

Review: I dropped off my car for service on Saturday afternoon. I called three times on Monday to verify they were working on the car and to get an estimate on when it would be ready. No one called me back until 5:20 pm only to tell me they are trying to figure out what is wrong with it. I asked when they started looking at it and the service associate couldn't tell me.Desired Settlement: Something should be offered to compensate us for not having a car for a day due to their oversight and lack of response to my requests.

Review: On October 26, 2013 [redacted] gave us 2 different contracts that we signed with my brother when we purchased a brand new [redacted]. First one is a sale contract of 22,360.98 and that was the final price they told us with processing fee, taxes and registration fee. Today November 26, 2013 The bank called me confirming the amount that I am financing for the car and I was surprised that the amount was different. I asked my brother to send me a copy of the contract and we found out that on the Retail Installment Sale Contrat Simple Finance Charge contract she added 795 dollars on top of the Vehicle Sales Contract. They called [redacted] Contract. She did not told us about it and when she was trying to sell us an extended warranty we even told her we do not want to buy any additional offers.

I called the agent of that dealership and he told me that he dont sell [redacted].

Why we will purchased the [redacted] that we dont even know what is it.Desired Settlement: Please help us to get our money back because when I called the bank they told me they can not do anything.

I am pretty sure that she did it to other customers too. She should be penalized by doing this.

Review: On 10/13/13 we purchased a used 2010 WV [redacted] from Ourisman of Rockville. The finance person that was involved in the of the loan convinced us to purchase an extended warranty that according to him it covers everything. On 3/11/2014 we took the vehicle to the Ourisman of Rockville to service the front right tire that has a huge sidewall blister. [redacted] who is some type of service manager used his magical x-ray vision and he immediately determined that the sidewall blister is the outcome of something that I did to the tire and he refused to repaired or replaced it even though we had purchased an extended warranty for 2,350.00 plus dollars.Desired Settlement: Refund the money used to purchase the extended warranty since according to [redacted] it does not cover everything(tires is one of them)

Business

Response:

[redacted],

This customer purchased a mechanical breakdown policy which does not cover wear items such as tires, brakes etc. When a customer purchases a policy similar to this he is asked to review the contract and sign it. If the customer wants to cancel the contract, he just needs to bring his contract to the dealership to cancel the contract.

Please let me know if I can be of any further assistance.

Service Director

It took a week for the dealership to supposedly diagnose the problem with my vehicle and make the repair. During this time, I was provided inaccurate information on the problem, and had to spend a significant amount of money to fix items which may or may not have been the problem, according to the feedback received from the dealership. I was provided false assurances over the course of the week that the problem was supposedly resolved only to come around and come back the next day (on three separate occasions) for a completely different diagnosis and supposed new set of problems.
Case in point, when I first dropped off my car, I was provided with a list of repairs that were contributing to the issue with my car with the caveat that it would take care of the problem. I had those repairs performed over two days, only to discover within hours of leaving the dealership that the problem was still there. After bringing my car back and leaving it with the staff over the weekend for further diagnoses, I was informed that it was another problem that "miraculously" appeared out of nowhere, and was now the cause of the issue for which I had to pay extra.
After spending over $700 on these "phantom repairs", I still have the same problem that I had when I brought it to the dealership. I communicated with their customer service representative (Chuck D[redacted]) who was of no help, and defended the decisions of his staff in addressing my problem and sent me a list of all the work they had performed (like I didn't have that information anyway) and proceeded to tell me that his technicians merely looked at the faulty computer codes (and not use any common sense) to diagnose the problem in my car and that is how they work. I took my car to a reputable mechanic and he was able to diagnose the problem in a matter of a couple of hours...it was just faulty spark plugs which costs a nominal amount to fix.
I encourage anyone who is reading this to refrain from using this dealership for their service needs. I had been their customer for over eight years, and am very disappointed in the way I was treated.

Review: I purchased a new vehicle + extended warranty from Ourisman VW in January 2014. The vehicle was declared a total loss by [redacted] in May 2014 (I was not at fault). Ourisman said they would refund the warranty so I proceeded to purchase another new vehicle from them. The salesman did not honor a written quote he provided, so I bought a new car from [redacted] said Ourisman should refund the cost of the warranty. I called Volkswagen's Extended Warranty customer service and they said a refund should be made and that [redacted] (the warranty administrator) could do it. I called [redacted] and they said a refund should be made but that Ourisman had to do it. I called Ourisman and left a message in someone's voicemail. I didn't hear from them so I emailed Volkswagen of America's customer care email, which said that my email would be sent to Ourisman. I waited two weeks and heard nothing so I called VW of America. They said they would contact Oursiman again. I waited another two weeks and didn't hear from anyone so I called VW of America again. They said they contacted Ourisman, but they can't force Ourisman to do anything. I am now contacting Revdex.com for assistance.Desired Settlement: Per everyone that I have spoken to, Ourisman should provide a refund for the extended warranty because my vehicle was declared a total loss. I paid cash for the vehicle and warranty and have documentation from [redacted] declaring the vehicle a total loss.

Business

Response:

The cancellation request was submitted to [redacted] on 7/28/14 and [redacted] was notified by email. Once the cancellation is approved, a refund will be sent to [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you so much for your assistance!With kind regards, [redacted]