ComplaintsforOurisman Chevrolet Of Baltimore, LLC

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle through this dealership over a week ago. After having an unpleasant experience with the buying process initially, I signed a contract stating that I was turning in my leased vehicle with one payment left on it, but would not be financially responsible for it as they would take care of it since I was buying a car through them. I have requested 7 times now for written confirmation from the dealership that they have settled this with ********** Credit so I can confirm I am not on the hook for anything further related to the vehicle I turned in. ********** says they have not heard anything from them, and cannot close my account out until the dealership confirms these details. I cancelled my auto pay for the vehicle I turned in and still see an upcoming payment charge for the 5th of September. I do not want to have this payment counted against me and negatively impact my credit. I have tried calling several times, as well as emailing through the contact us page on the website and still have not heard a single thing. I am at the end of my patience and I am prepared to turn the vehicle back in to the dealership and request my old vehicle back if they do not handle this promptly. I have been very respectful and maintained a professional demeanor throughout this and I am very frustrated with the lack of transparency and communication. All I need is them to connect with ********** and confirm to me that I am not responsible moving forward and I will not be charged or penalized for anything related to the vehicle I traded in. If someone can please assist me with I would really appreciate it. Thank you in advance.

  Customer response

  08/23/2024

  Business reached out to me this morning to handle this. You can close this case. Thank you.

  Business response

  08/27/2024

  We have sent the payoff for the customers vehicle and this should be resolved in a day or two once the bank deposits the check and clears the account.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Car was vandalized 12/23 windshield and passenger seat damaged, estimator of collision center was originally refusing to repair, however insurance agreed for repairs, estimator took 4 months to repair with hesitation. Shortly after car vandalized I was in a car accident 02/10 lot of damages to front end, No response from collision to go over damages, car not even looked at until sitting for 36 days I called almost every day and was told someone would call back, I had to pay $2000 in car rental because insurance only coveted 30 days. When getting car back on 04/19. I noticed my car front window cracked. Estimator stated he denied repair because a pebble caused the crack, or I had something I window, none of which was true. The crack definitely was a result of the accident due to debris of brick and other particles hitting my car. This gentleman has caused great anxiety, a financial burden and now not completing the work. Driving around with a cracked windshield will cause being pulled over by the police. This has been an utterly disgusting how I have been treated. This gentleman and Ourisman Chevrolet is the absolute worst collision center I have ever experienced, This company has to take ownership in my repair being completed.

  Business response

  04/25/2024

  
  I have received and reviewed this complaint. While we make every attempt to satisfy all
  customers, unfortunately we aren’t always able to. In this specific case there were many
  backordered parts associated with the repair. Our customer was not happy with the delays
  caused by the backordered parts, but she was made aware of these delays throughout the
  process of repair. As for the windshield, we were provided an insurance estimate covering the
  scope of repairs, the windshield was not included. When our customer picked up her car this
  was brought up and she was told that because we did not provide the estimate she would need
  to contact her insurance company directly. We consider this matter closed.
  
  Very truly yours,
  
  
  General Manager
  Ourisman

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dropped my car off to get a estimate. I was specific when I drop my car off that they were to look at My car and tell me what's wrong.i told the lady to her face before I signed the paperwork not to do anymore on my car she agreed. Somebody made a mistake and they fixed the car and they won't give my car back till I pay 1400. The bad part is the sales lady Jordan was sitting right there they got her so scared she won't speck up. They tried to charge me for all the work until I told him I had the other work done else where. These people are crooks.

  Business response

  03/22/2024

  Dispute Resolution Team –
  
  We appreciate the opportunity to address the concerns raised by Mr, ***** regarding the service
  provided to their vehicle.
  
  Upon reviewing the details of Mr. *****’s complaint, it's essential to clarify the circumstances
  surrounding the agreement for repair services. Mr. ***** signed a comprehensive service
  agreement upon dropping off their vehicle for an estimate. The agreement explicitly outlined
  the scope of work to be performed and the associated costs. Furthermore, this agreement was
  provided to Mr. ***** on the day of their visit to our office.
  
  We understand Mr. *****’s frustration with the situation; however, it's important to note that the
  service agreement was signed after a thorough discussion with our staff, including the
  understanding that no further work would be undertaken without explicit consent.
  Unfortunately, a misunderstanding seems to have occurred, resulting in additional repairs being
  carried out on the vehicle.
  
  Regarding the issue with our sales representative, Jordan, we take allegations of intimidation
  very seriously. We assure Mr. ***** that our staff is trained to uphold the highest standards of
  professionalism and customer service. We will investigate this matter internally to ensure that
  all our employees are adhering to our company's values and policies.
  
  We regret any inconvenience this situation may have caused Mr. *****. Our primary goal is to
  provide transparent and reliable service to all our customers. We are committed to resolving this
  matter amicably and would welcome the opportunity to discuss it further with Mr. ***** to find
  a satisfactory resolution.
  Please feel free to contact us directly at *****@Ourismancars.com to address any further
  concerns or to schedule a meeting to discuss this matter in detail.
  
  Very truly yours,
  
  Kunta M*******
  General Manager

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have filed for a reimbursement for cancellation of GAP insurance on October 6, 2023 however, the dealership keeps giving me the run-around and won’t respond to messages or emails. I provided all the required documentation for the reimbursement and they keep telling me it’s been submitted. I have no other options at this point to get any response from them.

  Business response

  01/09/2024

  Dear, Mr ******
  
  I hope this letter finds you well. We appreciate your patience and understanding regarding your
  concerns about the reimbursement for the cancellation of GAP insurance. We sincerely
  apologize for any inconvenience and frustration you have experienced during this process.
  
  Upon thorough investigation into your case, we discovered that the employee who was initially
  handling your reimbursement request is no longer with our company. We acknowledge the
  lapse in communication and the delays in addressing your concerns, and we sincerely apologize
  for any inconvenience this may have caused.
  
  As the General Manager, I want to assure you that we take your situation seriously, and we are
  committed to resolving it promptly. I will personally verify with our lender to confirm whether
  the reimbursement amount has been received. If, as you indicated, the amount has not been
  received, rest assured that I will expedite the processing of your reimbursement immediately.
  
  In the event that our lender confirms non-receipt of the reimbursement amount, I will ensure
  that the necessary steps are taken to process your reimbursement promptly. To rectify the delay,
  I will ensure that the reimbursement is backdated to the date of your cancellation, so you do not
  lose any more time.
  
  I understand the frustration you must be feeling, and I want to assure you that we are taking
  immediate action to address and resolve this matter. Communication is key, and I commit to
  keeping you informed of the progress until your reimbursement is successfully processed.
  
  Corporate Office • 807 Rockville Pike, Rockville, Maryland 20852 • (301) 424-5900
  
  If you have any further questions or concerns, please feel free to contact me directly at 240-******** or *****@Ourismancars. Your satisfaction is our top priority, and I appreciate your
  understanding as we work to bring this matter to a swift and satisfactory conclusion.
  
  Thank you for bringing this matter to our attention. We value your business and appreciate the
  opportunity to make this right for you.
  
  Sincerely,
  
  Kunta M********
  General Manager

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Absolutely horrible!! 1. It’s impossible to get someone on the phone to schedule a service appointment. 2. My car was ready for pick up on 10/28/23, however my husband and I were out of town. I told my service rep Luis that I would pick up my car when I am back in town. I received a phone call 10/3/23 at 4:53pm from Luis in a nervous sounding voice, that my car’s tire was taken off of my car (this afternoon) and that I may need to contact my insurance company for a claim. Luis conveniently left at 5:00pm. 2. Upon arrival to the dealership I got there at 5:10pm within 15 minutes from the call that Luis made to me. I was told by the service manager Kyshia that Luis had left. I was then told Luis road pass my parked car earlier in the day, and noticed it looked “low”. Allegedly he took a closer look and notice my back left tire gone. 3. I went to look at my car and noticed not only was the tire missing, but the Lugnuts Were placed on the ground and my rim was thrown in a different direction of my car. I was told that the lugnuts would need to be dusted for prints. 4. I also questioned if the police were called and asked for an incident report. The managers told me that the police were not called and that they were doing an internal investigation. -which was very suspicious. I was told the cameras would need to be played back from Thursday until today Tuesday, I had to wait on a customer who was returning a loaner that evening to drop off the only loaner available. Once I received the loaner it was dirty and had no gas in it. I had to wait for staff to clean the car before using it. Later the evening I contacted Baltimore county police and explained what happened. I was told there was no police report filed from ourisman. I was informed by the officer there is LIVE 24 hour streaming on the cameras at this dealership, and that they are often called even if someone were to walk around the dealership parking lot at night or outside of operating hours within 20 minutes.

  Business response

  10/06/2023

  Dear BBB –
  
  I understand the frustration a situation can cause for a client. Let me provide you with the facts of this scenario.
  
  1. It’s not impossible to get someone on the phone to schedule service. We service hundreds of customers monthly, and her service
  has already been completed. Like many businesses there can be times of heavy traffic which can slow communications, but this
  is not a complaint we receive regularly.
  
  2. Her vehicle was ready 9/28/2023 not 10/28/2023 as she mentioned. She did not pick up her vehicle when notified of its
  completion, which would have prevented this incident from occurring. She left it parked on our lot for an extra week.
  
  3. Our employee was not nervous when he made the call, rather empathetic as would be expected given the circumstances. It is
  unreasonable to try to place blame on someone just delivery the message.
  
  4. Employees are allowed to leave when their shift ends. They are not required to wait for consumers based on the
  consumer schedule. The employee’s manager was there to assist.
  
  5. There is nothing suspicious about calling the police and starting an investigation. In fact that effort would create the opposite
  impression in most minds. An investigation from authorities would external and external and internal considerations.
  
  6. We have a limited loaner fleet and to complain that she had to wait for a complimentary free car to use is unreasonable. We do
  not have unlimited automotive resources standing by nor is it fair to expect this. We feel the inclusion of a free loaner is above
  and beyond as if her car were vandalized at any other business, say a grocery store she would have to use her own insurance to get
  a rental.
  
  7. I reached out and spoke to this consumer offering empathy and resolution. Unfortunately, her focus is to place blame on our
  employees without cause or proof. I gave her a complimentary loaner and agreed to pay for the stolen rim and tire which should
  clearly be an insurance claim.
  
  Once the wheel and tires are completed, she can return our loaner, pay her service bill, there will be no discounts or adjustments after
  these false accusations.
  
  Kunta M********
  General Manager

  Customer response

  10/06/2023

  BBB, 
  Prior to scheduling my appointment with Ourisman on 9.28.23. I attempted to contact the dealership with no success days before my appointment. I can provide my cell phone call log if need be. At one point and time I did speak to the receptionist who told me she would pass on my information to a service rep, however I received no call back. I then called the dealership multiple times after that and finally reached Luis the service rep.  Luis was able to schedule my appointment which was days after my first attempt to reach anyone in service. I challenge anyone who is  reading this complaint to contact Ourisman for a service appointment and see if he/she are able to get in touch with anyone to test theory.
  As previously mentioned I was informed by the service managers the security footage would be reviewed. I have not gotten any update just excuses and explanations of the poor management. Also as previously mentioned, my husband and I were out of town due to a family passing, which is why I was not able to pick up the car until we came back in town. This was expressed to Luis, If the General manager can submit any statue of limitation policy  on how long a car that has been serviced by the dealership can sit in the lot, I would like to see that documentation. This speaks great volume regarding the lack of leadership and professionalism since I am the victim in this matter and have been treated very poorly. 
  Again the loaner car that was given to me was on “Empty”, it was dirty, and needed an oil change. I did not come to Ourisman to get a loaner car, I came for my battery. Providing a loaner was the least  Ourisman could do regarding this situation. 
  As of today 10/6/23 I did receive a phone call from Kyshia the professional service manager that my car is now ready. My appointment was on 9.28.23 however  due to the negligence of Ourisman and constant disappointment my car is now officially ready for pick up today 10/6/23. Hopefully my vehicle will be in full tact and all of the pieces of my car will be there upon arrival. I will follow up with BBB once my vehicle is back in my possession. Thank you for holding this business accountable and for your assistance during this horrible time for me and my family. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 18, 2023 after performing an online car appraisal of my 2017 Nissan Murano on the Kelley Blue Book website, I received 2 “Instant Offers” from local dealerships one of them being Ourisman Chevrolet Security Blvd, Baltimore, MD 21207. I made appointments to visit the dealerships extending the offers on the next day, August 19, 2023. On August 19, 2023 I accepted an offer from Ourisman Chevrolet Security Blvd of $10.600 for the purchase of my Nissan Murano. The Buyers Order received from Ourisman Chevrolet states the payoff amount of my loan with **** ** ******* as $2475 and the Balance Due to me as being $8,125. I elected to pick up a check for the $8,125 and provided my contact information. To date, August 30, 2023, my balance with **** ** ******* of $2461.40 rem***s outstanding and I have not received notice of a payment ready for pickup. An email inquiry sent on August 28, 2023 to Ourisman Chevrolet's Finance Director, Charles C*** resulted in a email received from him stating he would look into it and "get back to me". To date, August 30, 2023 I have not received a response from Mr. C*** and attempts at reaching anyone on the phone at this Dealership are futile as no one knows the whereabouts of the General Manager, his Assistant or anyone in charge of the Dealership for that matter. I also attempted to reach out to the Ourisman Automotive Group by email on their website ************************ but have received canned email responses designed to respond to someone attempting to purchase a vehicle. I am asking for immediate payment of the $8,125 owed directly to me for the purchase of my vehicle and satisfaction of the $2475 payoff amount with **** ** *******.

  Business response

  09/01/2023

  Dear Mr ******,
  
  We appreciate your feedback and understand your concerns regarding the timeline for receiving
  the payment for your 2017 Nissan Murano that you sold to Ourisman Chevrolet Security Blvd
  on August 19, 2023. We apologize for any inconvenience you've experienced and would like to
  provide you with a comprehensive explanation of the situation.
  
  When you visited our dealership and accepted the offer of $10,600 for your vehicle, you were
  provided with a Buyers Order that outlined the details of the transaction. This document clearly
  indicated the payoff amount of your loan with **** ** ******* as $2,475 and the balance due
  to you as $8,125. Additionally, you provided your contact information and elected to pick up a
  check for the balance due to you.
  
  It's important to note that as a standard procedure to ensure the security of transactions, we
  require a (SIF) from the seller's bank before releasing funds. This would have been expl***ed
  and it was signed as well. This is done to verify ownership of the vehicle and to prevent any
  unauthorized transactions. As of now, we have not received the required SIF from **** **
  *******, which has led to the delay in processing the payment.
  
  We understand your frustration regarding the delay in communication from our team. We
  sincerely apologize for any inconvenience this has caused. Mr. Charles C***, our Finance
  Director, has been looking into your case and should have provided you with an update. We
  will ensure that he contacts you promptly to provide a resolution and clear communication
  moving forward.
  
  Regarding your concerns about reaching out to the me and other dealership staff, we regret any
  difficulty you've encountered. I am aware of your situation and was involved in working with
  you during your visit on August 24, 2023 when you attempted to purchase a new vehicle. We
  strive to improve our communication channels to better assist our customers and will take your
  feedback into consideration.
  
  We understand the importance of prompt resolution and your need for the funds. Rest assured,
  we are committed to resolving this matter as swiftly as possible. We kindly ask for your
  patience as we work to obt*** the necessary documentation from **** ** ******* to complete
  the payment process. Once we receive the required information, we will immediately process
  the payment of $8,125 owed to you, as well as the satisfaction of the $2,475 payoff amount
  with **** ** *******.
  
  Please feel free to contact me directly at 240-676-9378 for any further questions or concerns.
  We are dedicated to ensuring your satisfaction and look forward to resolving this matter to your
  full satisfaction.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  Kunta M********

• Initial Complaint

  04/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 13th I brought my vehicle into Ourisman Chevrolet of Baltimore for work to be performed based on a claim that was filed on 3-8-2023. I was provided with a rental car through ********** rental as was told that I would be covered for 30 days, which would be fine since there would be no way the job could possibly take more than a month. I was informed this by my adjuster who's name is Tyler. On 4-5-2023 I received a voicemail from Tyler, informing me that my car had been prepped and was ready for paint and should be ready by the 12th, or possibly the end of the week (4-14-2023) at the absolute latest. My car was not ready on 4-12 and it was not ready on 4-14 either. At that point, ********** started calling my phone and threatening me because I was "out of contract" with them with the vehicle, at which point I called Tyler, who called ********** and fixed that for me. He then informed me that there were actually some parts still on order and the car would be ready on 4-19-2023 at the absolute latest. Then it was not ready. And now Tyler is not in the office and nobody knows what is going on with my car. I have accrued an additional $560 worth of charges from ********** because of false assurances that my car would be ready in a normal time frame. I was informed on 4-26-2023 by Ayesha that the technician called out sick yesterday and that is why my car was not ready. So do I have to cover these extra rental days because someone else was sick? How does that work? Who is going to take care of this? Where is my car? Why will nobody call me back? Why did Ourisman in Bowie try to call over at 6:15pm tonight to the service center and told me they had already closed for the day? How is this possible when their hours show they are open until 7pm? Where is MY CAR? I can provide audio files of the voicemails from Ourisman if necessary.

  Business response

  05/01/2023

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to the complaint filed by Mr. *******. Our team has reviewed the issue, and we would like to provide the following explanation:
  

  Pete, our estimator, reached out to Mr. ******* first thing this morning to address the status of the repairs. The original estimate provided by ***** called for the replacement of both Headlamps using recycled parts. In order to comply with the pricing guidelines for recycled parts set by *****, we attempted to order 3 separate sets of recycled Headlamps, which unfortunately arrived in poor, unusable condition.
  Given the circumstances, we made the decision to order a pair of new replacement Headlamps, which were scheduled to arrive on April 28th, 2023. We have submitted this purchase as a supplement to *****. We also explained to Mr. ******* that we are working to finish his repairs as soon as possible after the Headlamps arrived.
  

  We have just confirmed with our parts department that the Headlamps arrived on April 28th, 2023, around noon. Our technician is now actively working on reassembling the vehicle. The days missed by the technician did not impact the repairs' completion as we were still waiting for the necessary parts to arrive.
  Regarding the customer service provided, Ieisha was not aware of the parts situation as she is not the estimator handling Mr. *******' file. Nonetheless, we will make sure to improve our communication process and ensure that all parties involved have accurate information.
  

  We appreciate Mr. *******' patience and understanding throughout this process. Our team is committed to providing high-quality repairs and customer service, and we will continue to work diligently to complete the repairs to his satisfaction.
  Thank you for allowing us to provide our response.
  Sincerely,
  

  Kunta M********

   

  Customer response

  05/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I finally have my vehicle back.

  I was contacted on 4-28-2023 at 4pm at which point I left work as soon as I could and picked up my vehicle on 4-28-2023 at 5:25pm. ***** covered my vehicle for 30 days. Ourisman's delays caused me to incur additional 16 days of rental charges from **********.

  The reason I am not accepting this response is because Ourisman is lying about when the parts arrived. I have a voicemail on my phone from Ourisman from the 443-525-2695 number saying that the parts arrived on 4-18-2023. In addition to that, I spoke to Pete on 4-26-2023 who told me that the vehicle would have been completed on 4-26-2023 if the technician did not call out sick.

   

  Also, I left my ********** rental vehicle with Iyesha who assured me that she would take care of the rental return, and that I would not get charged for Saturday, Sunday and Monday. But I did! I did get charged for those additional days, and I knew that Ourisman would drop the ball like they have been doing all along, so I asked for signed confirmation and proof from Iyesha that I had dropped off my vehicle Friday night with her. Thankfully, my asking for this proof allowed me to contact ********** and request reimbursement for the additional 3 days I was charged by **********. I am still waiting for that money to be refunded to me.

   

  In conclusion, I had to pay an additional $642.98 to ********** on top of the $1000 deductible I had to pay *****, and all because of Ourisman's incompetence. I would never have taken my vehicle to this place if I knew the cost was going to be so high for me. I budgeted for $1000 and that is all I can afford and all I should be expected to pay. I was never given a range of time or warned that things could take longer than a month. In fact, I was assured by my adjuster at our initial meeting that he didn't see the repairs even taking a full month. And then there is the lying. The constant reassurances that I would have my vehicle back by a certain day that never happened. 

  On a positive note, I do appreciate that they installed brand new headlights in my car. I didn't ask for that, and I would not have paid an extra $642.98 for that, because I cannot afford to, but at least that worked out nicely.

  Sincerely,
  
  ***** *******

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called vehicle dealer and spoke to a sales rep to verify an online ad for vehicle. Asked for pictures availability and if the price was the price to make sure there was no special offers I didn't qualify for. Rep gave me all the info I needed and I made the trip up to the car dealership and looked at the vehicle and decided that I wanted to purchase. Upon the sales rep running the numbers he came back to tell me that he could not give me a price because the vehicle had not gone through inspection yet even though it was posted online and I had called to verify. After waiting several hours for a general manager and complaining that I had taken off work to do this and that was the reason I had called in the morning the general manager comes over to add a nondescript $4000 inspection fee with a vehicle that is a year old with 17,000 miles and two years remaining of a bumper to bumper warranty I leave as I'm not paying $4000 for something that can't be explain to me and there happens to be another person looking at the vehicle as I'm leaving staff was very unhelpful and price was not as advertised they are adding fees that are not listed and not able to be explained

  Business response

  01/24/2023

  Dispute Resolution Team
  drteam@mybbb.org Complaint ID: 36198044
  
  Dispute Resolution Team –
  
  I’m sorry ******* had such an unpleasant encounter with one of our associates earlier this
  month. We try to make our customers’ shopping experience easy and enjoyable, and we hold
  our stores to a very high standard. In this case, we fell short.
  
  As much as we rely on technology and training to provide customers with consistent, up-to-date
  information, we deeply regret when such breakdowns occur. The Vehicle in question was not
  Maryland state inspected, which is why we did not have any pictures online at the time. In MD,
  we cannot sell a vehicle without passing this inspection. We explained that to Mr. ****** when
  he arrived at the location.
  As General Manager, I did not communicate with Mr. ****** on that day and only spoke to him
  days later, so I am unaware of ever giving him numbers with those added fees.
  We’d also like to make it up to you by offering a $2000 discount on your next purchase.
  
  Once again, *******, I apologize for failing to serve you well. Your feedback is valuable to us.
  Thanks so much for letting us know.
  
  Sincerely

  
  Kunta ********* ******* *******
  Ourisman Chevrolet Security BLVD
  *****@ourismancars.com

• Initial Complaint

  03/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car has been in ourisman Collinsion north point blvd Baltimore Md since 12.29.2021. I do understand that shipment mistake can happen but I'm receiving 4 different information from 4 different employees to why my car isn't don't. I was told my car would be ready 1/10/21 calling on that day I was told the part came in wrong a week from that day I got another call saying my car is close to being done check a week later call back again 1/14/21 now they telling me the party came in wrong again after I was told that part was assembled on the car threw out the month of January I been giving false information on why my car isn't ready

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/03/08) */ Thank you for contacting Ourisman and giving us an opportunity to respond. Ourisman has been updating the owner of the vehicle, and her insurance provider, *****. Our records indicate updates were provided on the following dates: 1/10/2022 1/11/2022 1/14/2022 1/18/2022 1/25/2022 1/27/2022 2/2/2022 2/11/2022 2/17/2022 2/21/2022 ************ is not the listed owner and would only be updated as a courtesy when he calls, we update the owner. In this instance, the door handle that was sent to Ourisman by Infiniti was defective and a replacement had to be ordered. While this is frustrating, we could not install a defective door handle and release the vehicle for obvious safety concerns. To eliminate future confusion, please direct all contact in writing to ***************@ourismanautomotive.com: Andrew R********************, Body Shop Manager, Ourisman CDJR 124 North Point Blvd Dundalk Md 21224 Once we are provided the correct part we can complete the repair. Again, we apologize for the delay and issues created by the parts supply issues. Very truly yours, Ermias K****** General Manager

• Initial Complaint

  02/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Back in October I got an oil change. After I started smelling oil I was told that it was a little oil run off. It will burn if we will check it on your next oil change. Well come to find out it was an oil gasket problem. I let them know what I was told. I even said I'll agree to pay half of the repair but the dealership that did the repairs needs to take responsibility for some of it as well. Cause I let them know soon after I got the work done that I was smelling oil. They customer service is so bad I'm welling to sell my vehicle and never come back

  Business response

  03/15/2022

  Business Response /* (1000, 10, 2022/03/09) */ *************** has been to our location multiple times based on the complaint I am assuming the first visit he is referring to is RO #***** (Attached) he came in for his first free service and a brake concern we found during our MPI that an oil cooler line was leaking and replaced the line. He returned much more recently for a basic service covered under his JMA maintenance package RO #***** (Attached) during inspection we found his passenger side valve cover gasket leaking and we recommended it to him at a price of $400.88 he did not leave it at that time and returned 7 days later for RO# ***** (Attached) we repaired the valve cover gasket under what he was originally quoted $375.44 and he was given a detail. Just because we did a basic service before hand does not mean that the issue was there at that point and or we caused the issue. When we found that there was an issue the customer was made aware.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩