Ourisman Chrysler Dodge Jeep Ram

by Tyler D on 07/27/2023

This review is a combination of both my original review, as well as responses to statements made by the dealership as a result of my original review. My experience with this dealership ended about 6 months ago, but I feel that the review should be posted here as well so people are aware of what they're getting into. I had my car sent to this shop for some repairs to replace the head unit after the car was broken into. The car also had the passenger window shattered out, as well as the windshield smashed in, with visible holes in it. While the car was sitting on the dealers lot, waiting on parts, no care was taken by the dealership to protect the car from the elements. Nothing covering the windows, windshield, etc. for days. As a result the car had extensive water damage when storms came through. The insurance adjuster noted water up to the seats. Even after this happened, crash wrap was only applied to the car because I specifically requested it. I also did not learn about this additional damage through the dealership, I had to call my insurance adjuster for an update on the vehicle, who was shocked that the dealership did not make me aware of this additional damage on their own. After this happened, the service department tried many times to deflect responsibility for this. The only reason I ended with any acceptable resolution (months after I should’ve had the car back if the water damage hadn’t happened) was because I didn’t accept the excuses presented to me multiple times by the service manager and team. These excuses included a "lack of knowledge" on how to care for a car with shattered windows because they did not have a body shop on-site, not knowing that they should be covered in some way. Not knowing that water can enter through a shattered window seems like pretty common sense. All responsibility was deflected when this happened until I threatened legal action. Both the service advisor and the service manager at the time showed no sense of care to resolve the issue until I threatened to involve both a private attorney and the MD Attorney General. Only at that point did any resolution steps start to take place.

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by ENN on 12/02/2021

Took my 2019 1500 limited here on three different occasions. And each time when I received my truck back it had body damage. Gave them a bad review on their survey for bad service and the General Manager Jeff said I was no longer welcome there. Stay Away!

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by JasonH on 06/27/2020

Took my car in and service advisor agreed to add a switch for new lights. Instead, they cut out the lights. No joke, they said they couldn't get a switch! Overcharged for oil change and acknowledged they were wrong but have refused to process the refund. Now, they won’t call back. STAY AWAY! Safford Jeep is great...go there.

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by S.vanluven on 09/07/2018

This was our first visit to ourisman service department, it was not by choice as we had to have our daughters jeep towed in while she was traveling from michigan to her new duty station at fort meade. Ourisman took a very scary and stressful situation for our daughter ( and us) and made it better. Leonie called me as soon as the jeep arrived to the dealership she gave me a time line for when the vehicle would be in for diagnosis and told me she would call with updates. I asked her if she would work with us and our warranty from michigan she said if I faxed her all the information she would do everything she could. Even before promised the jeep was in and diagnosed leonie called me with all the information made the calls to our warranty company and handled everything for us. I am happy to say our daughter will be picking her jeep up today from leonie at ourisman chrysler, dodge, jeep, ram. As I stated above this was our first visit to ourisman service department but will not be our last!!!! They will be our choice service department while our daughter is stationed in md. Thank you leonie and staff at ourisman service dept. A++++ job!!!!!!!!! <div><br></div>

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by DMc on 10/07/2017

Having lived in multiple locations around the DMV, I was getting ready to write off RAM (multiple trucks/jeeps, long time owner) due to horrible customer service everywhere I went over the last five years. I recently settled down in MD and visited the Ourisman Clarksville location. I was blown away because Jackie opened the service center not just on time (a first for me), but a couple minutes early and greeted everyone with a warm smile (another first). Even though the appointment I scheduled online didn't show in their system, she was empathetic, professional, got me registered and my vehicle in the shop faster than I've ever experienced. All I was having done was a 10k service and tire rotation. However this was the first time it took less than two hours even with an appointment. In and out in 47 minutes. I have the receipt to prove it. She let me know what was covered and the price for my additional requests up front instead of the usual "Why are you telling me at check-out that the XXX service cost an additional $149?" The waiting area was immaculate and very comfortable. There was reading, TV, vending and other entertainment for all types of adults and kids. I'm sold and would drive by other locations to come here. *cough* Alexandria and Fairfax *cough* Kudos to Jackie P., Berry K. and the Ourisman Clarksville team. You just gained a loyal customer.

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by justanotherg on 10/07/2014

Should have known better than to return to this dealership!!! Took my Grand Cherokee in for recall work after being told that it had to be done this week or the parts would be gone. After they did the recall work, I was given a long list of recommended services (several thousand dollars worth) to be done that I declined. When my wife went to pick it up, it would not start and they asked for $500 to fix it. I will not return and you should not entertain the thought of going either.

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by CigarMan4 on 02/05/2014

I have bought multiple cars from this dealership and always had them serviced by Ourisman. I have always found them to be kind, courteous and professional. Whenever I thought the bill was a little high, I had a dialogue with them and they were always willing to work with me. I have and continue to recommend them to my friends and family.

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by kwethington1 on 12/31/2013

First time, they called and said I needed this, that, and the other. Knowing this was wrong. I told them so. Next day they called back and I got the we need to replace it all mechanical diagnosis, estimate, meaning, he still didnot know, but he must have thought that doing this would work. Problem was, it was going to cost three times What I needed did. I picked it up and took to a place, that I had learned online, was good at this, in Glen Burnie. A transmission place. Cost me $253 vice the $820+ the so called mechanic wanted and that was after I told his boss, the guys first idea of what was wrong, was way off. It was not a hard fix, but I am disabled and can't use work or stand long. I did learn that they do have a couple of good mechanics there that are not in the office playing service manager, taking orders. You just have to know who they are. Not a bad place to buy a vehicle. Not a good place to have it fixed. Sad really, a top quality mechanic can make really good pay.

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by kwethington1 on 11/21/2011

I went into Ourisman with a relatively minor transmission problem. A retired friend of mine who was a long time Service Manager for a large Dodge dealership. He knew immediately what the problem was and told me. He recommended I take it into a dealer to get it fixed. Thinking the mechanics at Ourisman could find out the problem using the computer they hook up. I just told them there was a transmission problem with it sticking in first sometimes (auto transmission). The mechanic said it was something else entirely, quoted me a price to basically overhaul the whole thing, and added several other things to fix on the car that I did not ask for, need, or want. When I told the Service Manager I knew the problem and what needed to be done. His mechanics solution again, that he had found the real problem after-all but his solution again was to basically replace everything. I then picked up the car, did not obviously pay for the diagnostic and took it to a Transmission Specialist garage on the other side of town that located the problem without me telling them what is was specifically and fixed it exactly like my recently retired friend/neighbor said it needed to be fixed; at a cost about 1/4th of what the Oursiman mechanic wanted to fix the same problem. That is why the title. WHEN YOU DON'T KNOW REPLACE IT ALL In the past Ourisman has done work on our vehicles before without this kind of problem. The thing is, they hired this guy and I do not know how many others like him work for them. I do not know what I will get service wise going elsewhere. I do know what I may get going there for service. Finally, their sales department has a generally overall good reputation, so do not let their service department put you off from buying a car there.

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by h0rs3p0w3r on 07/03/2010

The A/C on my Cherokee had a slow leak. It had this symptom for several years, and my remedy was to recharge and gain another year of operation. So, I visited for an oil change and A/C recharge. They performed a leak test and found no leak. Two weeks later and on the second visit, a leak was found and a new high and low side assembly was installed. Another two weeks later the A/C failed again, another leak was found and now a new evaporator assembly was recommended, but they were not convinced that this would solve the problem. Their approach was to continue to replace parts until the leak was found. They replace parts and hope that that works. At first there was no leak, then there was one leak, then another leak spot. Their explanation did not make sense and changed. So, I took my Jeep to a private repair shop, who tightened all fittings and stopped the leak. In the end the Service Manager explained that the Cherokee was old and this should be expected. He offered me $1100 -- less that the total cost of the repairs -- as a trade-in on a new vehicle. This dealership is clueless. I will never visit them again. I presently own 2 Jeeps and will drive out of my way to go elsewhere for repairs and service.

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by theobserver on 08/04/2009

Bought an alarm system from this dealer in 2004 for a new Jeep. It died in February 2009 at night (temps in teens) up in New England and no one at dealership could help. No sales person or "the tech person" from the alarm company that installed the system. Jeep would lock but would not start. The bypass also did not work. Got it towed and local Jeep dealer could not fix it as it was aftermarket and NOT a Chrysler product. They said it if were a Chrysler product they have all the specs and wiring diagrams to dignose the problem and fix it. Got the system pulled out. When I got back, Dealership GM said he will NOT install any Chrysler Corporation product in ANY of the cars they sell! I told him I hope they use real MOPAR oil and filters. I called the customer service at the Alarm System's manufacturer and after a 20 minute hold the CSR said he could only pull up authorized shops by state but by vicinity! So if you're in Ocean City go to Bel Air vs say Rehobeth DE. So now I am a hostage of an alarm system that NO Chrysler dealer can fix! This is the third time I had issues. First time-no one gave me a manual or show me how to use all the features properly. Second time I had to drive to Rockville to get wiring fixed. Dealer offered a rental..but what about the gas and mileage on my Jeep. Aftermarket vendor cannot fix on site. Wrap up: *Dealership GM refuses to install a new Chrysler product, (and according to Chrysler in 2004 there were OEM alarm systems that could have been installed by this dealer, who refuses.) *Mechanic said that solenoid's been removed from original position for the alarm system, and that is not per spec. *Complaints filed with Chrysler Corporation. Awaiting response. Good dealership before this fiasco...lousy customer service on this issue. Will buy a Jeep elsewhere..planning on new one in 2010 and another in 2013. Rating based on this issue.

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