Great Guys in the Service Dept.
Great experience, Johsue and his tech took good care of my truck and got me finished within a few hours. My only gripe is (this isn't particularly specific to this dealer) their needs to be a better system in place for loaner car scheduling.
It was an expensive fix but the repair works.
Friendly, reliable, provided me with a review of services rendered.
Review of Mark Ragan
Mark was very honest and up front. He knew how the complex advanced safety tech package worked in the Chrysler Pacifica and was able to demonstrate and explain the technology. The few times he did not have an answer to my question during the test drive he stated "I don't know the answer to that question but I am writing it down and will get the answer once we return to the dealership. Thank you again Mark!! We love our new car.
Exceptional help finding my perfect vehicle
Dillon was outstanding from the word 'go'. I walked in with some idea of what I wanted but not committed to finding it at Ourisman Alexandria. After communicating my criteria to Dillon he narrowed my options quickly down to two Jeep Wranglers. He was knowledgable enough to answer my questions and gave me his contact information so I could continue asking questions about the Jeeps. He was also extremely flexible to schedule follow-on viewings with. When I said that the determining factor came down to overall price and accessories Dillon and his manager were able to work a great deal (including a good deal for trading in the Jeep I was driving) and addressed all the points of argument I had. What really helped in the end was they gave me time to make my decision - that was totally respectful and gave me space to come to my decision faster. Going through the documentation and options was the most surprisingly streamlined part of the process. I got the sense Ourisman's employees were going to take care of everything for the life of the vehicle if I let them. That and a vehicle you're happy with is really all you want, isn't it? Works for me.
Inept Finance Dept
Salesman was knowledgeable and very helpful. The financing took much longer than it should have. I was going from buying to leasing and negative equity had to be worked out which supposedly had. Two weeks later I log into my credit union account and find out the loan still has not been paid off and my payment is going to be late. I call the dealership and the inform me there were issues and the loan still had not been processed and I would need to come in and resign all the paperwork. I also had to get new 30 day tags and registration which I was never given the first time. Supposedly I was also called by service to come and get a new key which did not happen. I have already filled out the survey for the salesman but had I known I would have to deal with all these issues several weeks later my scores would not be what they were.
Everyone at the dealership that evening played a part in making our experience a memorable one. From the moment we arrived until late that evening the team was very attentive and helpful with all our questions, test drives and other needs -- all stayed until the final bell.
I called scheduled an appointment for preventive maintenance work. The sent me a coupon via email which saved me over $60. I was in and out in 2 hours. Great service!!!!
Awesome Customer Service Much Appreciated
Larry in service and Loretta at Cashiers office were super along with the professionalism of the 17 year old shuttle driver was outstanding. I so needed a helping hand and received one from each of them. They all made a difference in my day! Keeping up the - I Care About You Attitude~DRL Business and job security!
Ourisman service department is the best. Always friendly, efficient and trustworthy.
2017 Ram 1500 Big Horn Crew Cab 4X4
This experience was outstanding from the General Manager, the Salesman, the financial person all the way down to the person who prepared the vehicle for delivery to me. They were very helpful in guiding me through the entire purchasing process, answering all the questions that I had. They were also very knowledgeable in handling my trade in vehicle. This was also a Dodge Dakota that I previously purchased from this dealer. Over all this was a very pleasant experience.
Painless Auto Shopping
Great, hassle-free experience to turn in our Jeep and find a new Jeep Renegade. Our salesman took care of us, and we had streamlined service in the finance/leasing office.
This place is terrible
I recently moved to the area and live just across the street from this dealership. My 2011 grand cherokee developed a leak in the front end. I took it in and they diagnosed and repaired the problem. Upon pick up I noticed the front fender wells and bumper had been removed for the repair, but none of the hardware was put bak in the correctly, all the screws were missing the entire length of front fender wells and bumper. The sales associate acted SO annoyed that I even noticed this and had requested him to make sure all the parts that were supposed to be in place were in place. The associate advised I would have to stay for the remainder of the day if I wanted to have this corrected OR I could just schedule ANOTHER service appointment and they would repair it next time. The guy was entire [non-permissible content removed], the overall repair cost $2000. I'm not balking at the cost but the experience was terrible. For my last service I took the Jeep to Safford in Springfield VA which was a little further drive but the experience was as expected, friendly and courteous, and what was supposed to be done was done without hesitation.
Home of the 3 hour oil change
The website says that the service department opens at 7am. To avoid a lot of traffic, get up early, leave the house early and get to Ourisman by 6:20am. I'm the first in line. I wait outside until Service opens the door at 7am. I roll in, get out of the jeep, wait for the service guy to finish playing with the paperwork in his hand. The I tell him I'd like an oil change and tire rotation. He says that his maintenance crew doesn't start until 8am. Annoyed, I say ok, and he says that the good news is that I'll be first in line for an oil change at 8am. I also point out that I have an oil change coupon at home but forgot to bring it. He says he'll take care of it. So, my bad for not calling ahead to verify when the maintenance guys actually start. 7:30am comes and goes, 8am comes and goes, 8:30am comes and goes, 8:40am I stroll over to the counter and ask for an update on my Jeep. They say they don't have an update and I need to go talk to the guy in the bay (where I was initially checked in). So, I trundle on over, on the way noticing that my Jeep is outside the maintenance bay, and ask the guy who first received me how my Jeep is coming along. He looks at his computer, then says wait a sec. Walks over to the other side, checks some paper, then walks back and says they haven't started on it yet. Surprised and now very annoyed, I ask, so, your maintenance guys don't actually start oil changes at 8am? He says, the other service rep hit print before I did and the guy behind you got his at 8am, and you're next. Very annoyed, I walk away and wait some more. 5 minutes later a different guy (carwash guy) pops his head in the waiting room and asks if I have time for a car wash. I say sure, figuring he's going to get it done while they wait for the maintenance guy to finish the car in front of me. 9:20am - I'm told my Jeep is done. I walk over to the counter to pay and the lady hands me someone else's paperwork and the carwash guy hands me someone else's key. I say, that's not my key, and pointing to the paperwork say that's not me. Then I see them pull my Jeep into the outbound lane of the service bay (this means done). So I point to my Jeep and say "that's mine." The lady says it will be just a minute for the paperwork. 9:30am - I get the paperwork, look it over and notice that I didn't get the coupon price. So, I ask about it and the lady goes out to service bay, then comes back about 10 minutes later with the corrected invoice (happy that didn't turn into a hassle). So I sign and pay, and ask "so, are the keys in my Jeep" to which she replies "yes". I walk over to the service bay, no Jeep. I think they must have moved it outside, so I step outside, but still no Jeep. I go back in and ask where my Jeep is, and they run around for a minute, then call some guy. Seems they took it for a car wash. The guy driving it is in line at a point where he can no longer drive away, so it's going to be another 10 minutes. No biggie, I've already been here for 3 hours, what's another 10 minutes. It's not like I had anything better to do today... Oh wait, there was, but now that plan is completely shot. Thanks Ourisman. Last time I ever go to Ourisman Chrysler in Alexandria for any kind of service. I will instead drive the extra distance to find a different dealership with a decent service department. I will pay extra just to avoid having to deal with this dealership ever again.
Customer Service Nonexistant
I made a service appointment because the transmission on my 3 year old truck was not shifting. On Sept 3rd I dropped my truck which I purchased new from Ourisman at the service department. This forced me to get a rental car. After several days of not hearing anything, I called for an update. I was told that the truck hadn't been looked at yet. Seven days later, I came in and was told that they only had one transmission guy and they hadn't been able to look at it. I was told not to worry about the rental car because the service manager was going to personally handle my problem. Two weeks after dropping it off, I was told that the transmission would require a rebuild (at 19000 miles) and it was covered under warranty so not to worry. When I got called by the service rep on the 23rd and was told that my truck was ready, I asked him how I should proceed with the rental ( after 20 days) and was told he knew nothing and that I needed to pay for the rental. After leaving two voice messages for the Service Manager and sending the dealership an email, I am still waiting for a response. This will be my last Ourisman vehicle. A Disgruntled long-time customer in Alexandria
Terrible service. Go somewhere else.
We made a purchase through the Military New Car Sales program and made arrangements to pick it up at Oirisman. We made an appointment over two weeks in advance however, I don't think that meant anything to them. The vehicle was not even on the lot when we arrived. It wasn't washed or ready in anyway. When we arrived at the dealership, we had to remind them why we even had the appointment. It took almost two hours for the vehicle to arrive, from a garage they said was only 15 minutes away. We were the first appointment of the day too. The paperwork took about 20 minutes and we spent the rest of the time waiting. While waiting, the same salesperson asked us three times what he could help us with. Once the vehicle arrived, it had zero gas. Now it is a month later and a day out from the temporary tags expiring. They called us four working days prior to the expiration date to get some required information from us to process the tags. I don't recommend this dealership due to the lack of professional service from the staff. I have used the Military Car Sales program before at a different dealership and the process was a lot smoother. You can get better customer care elsewhere.
Poor buying experience
Explained to salesman options that were wanted on the new car, but was put into vehicle that did not meet all criteria and was promised things that could not be delivered after deal was completed. Make sure you receive everything in writing from your salesman as they do not follow through with what they tell you. In addition, be aware of extra charges, since they like to sneak them in. Very misleading and dishonest group of people.
Dave E. runs a good shop there at Ourisman. Sometimes wait times become a bit lengthy but they provide you with a status, estimates to price are reasonable and work seems to be performed correctly in my experiences there. I had an issue with the CD player/hard drive where it stopped reading CDs. The original dealership I had taken the vehicle to could not determine the issue and wouldn't replace the unit under warranty though Ourisman did both diagnose the issue and did replace the original CD player/hard-drive. I could go on, but I am pleased overall with this service shop.
Go somewhere else
The sales guy was nice enough but the service is awful. They sales guys can offer the world but if something isn't right they can't really do anything. If it weren't close to my house, I would have went someplace else, and now I wish I had.