Ourisman Chantilly Toyota

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Customer Reviews of Ourisman Chantilly Toyota

1.3
Overall Rating
(3)
Recommend: Yes (1) No (2)
Write a review: Sales | Service
14 Reviews
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sales Rating

Unskilled

by shakemyhead on 01/03/2018

I went into the dealership pre-approved by Toyota Financial to show my seriousness. I had done my research and knew the car, options, and reported fair sales price I wanted though I let them make their sales pitches. Like another recent review, when Param got involved he tried a totally dishonest bait and switch by applying the cash back (to lower the sales price) vice the zero percent interest rate I said I wanted. When I pointed this out, he accused me of stating I had "outside" financing. Now I know some folks in sales will sometimes shade the specifics but such a blatant lack of integrity should never be rewarded. Since Toyota had preapproved my credit the managers must have been sent my contact information by Toyota as three different gents emailed me the day after my visit about my approved credit. I responded and detailed my unpleasant experience and I never heard back from any of them. I have no doubt Ourisman leadership knows they have unskilled liars working for them but I suspect they don't care as they are making money by being dishonest. I ended up buying the vehicle I wanted at another local dealer for a price about $700 less than anyone else gave me and they also threw in all weather mats to close the deal.

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? No
sales Rating

Poor customer service from manager

by Josie2U on 12/17/2017

I sent a text to get the special quote. I was contacted by the used car manager Ash. I scheduled an appointment to test drive the toyota venza. When I arrived to the dealership Ash the manager told me the vehicle was sold. I tole the manager (Ash) it took me 1 1/2 hour on the metro/bus. The manager repeatly said he cannot control when a car is sold. That may be true however he could have text me because he knew I scheduled appointment. I have his text messages. He gave no apology whats so ever. I would not purchase a car from Ourisman Chantilly Toyota even if I found a different car I like because of the manager Ash. I do not know why the venza is still advertised on the website. I feel I was tricked to come to the dealership so they could sell me a different vehicle. Haha I am too smart for that old used carman trick. [non-permissible content removed] Don't trust him.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
  • Did the dealer honor all commitments made? No
sales Rating

Very bad experience

by beautifulMind on 11/04/2017

Unfortunately, I had a very bad experience at Ourisman Chantilly Toyota. I have now bought a different brand vehicle and I’m pretty happy with my purchase. The reason I didn’t buy is because of the lies that the salesmen told me throughout my interaction with them. I was interested in a Sienna and I requested a quote for the vehicle I was interested in. To Ourisman Chantilly’s credit they gave me an internet quote which looked pretty good to me. So, we as a family went there and talked to Daniel, Marcello, and Ali. Fist off they told me that the quote that was given to me would be $2500 higher if I went with 0% APR which although I didn’t like I was prepared to still go forward with my purchase. My wife wanted the vehicle in Salsa Red with Ash interior. We had test driven a Sienna in Mica Gray with Ash interior which we liked but my wife wanted the exterior color to be Salsa Red. They told us that they don’t have the care in that exterior/interior color combination. While we were thinking about it they told us that there was a customer who wanted the car that we had test driven and that we needed to hurry up and make our mind. Then they told me that they have a vehicle in Leesburg with Salsa Red but with Bisque interior and I told them that I wanted Ash interior. Then Marcello came to me and said that they found the vehicle in Salsa Red with Ash interior and I will have to put a $500 deposit which I put down and they told me the car will be there tomorrow. Next evening, we again went to Ourisman Chantilly Toyota as a family ready to bring the car home. Earlier in the day Marcello called me and let me know that the car had arrived. In the evening when we got to the dealership Marcello greeted me outside and then he took us to the garage where the car was. The car was in Salsa Read; but the interior was Bisque which I didn’t want. I told them that I wanted the car in Ash so first Marcello said that the car did not come in Ash interior. When I showed him on Toyota website that the car does come in Ash interior he said that her never said that it didn’t come in Ash interior. Then Marcello brought the car that we had test driven and for which they had claimed to have a customer interested in to prove to us that Ash and Bisque are not that much different. Then Ali came in and lied to me that Ash and Bisque are actually the same color and Bisque is actually darker than Ash. They wanted me to buy the car but I wanted them to give me something for accepting the car with Bisque interior which they flatly refused so I told them that I can’t buy the car. They brought us outside and had us wait. Then Ali came and told me that his manager will come and talk to me and return my deposit. Mr. Param came after a while and told us that he could not return our deposit that night and we will have to come back in the morning. I was very upset at that and asked that I was given a receipt that my deposit will be returned the next day. At that Mr. Param took my number and promised to send me a picture of the receipt but he never did. I never went back to the dealership but my deposit was credited back to my card a couple of days later. By then I had bought the different brand car from a different dealership. Ourisman Chantilly Toyota lost my business because of their dishonesty. I advise you sir that honesty is always the best policy. Why? Because everyone wants honesty. When you are honest you attract people and their business. You may make a little less per deal because of your honesty but that’ll be more than made up by the higher number of sales that you’ll make. I’ll guarantee you that if you are truly honest, even if it seems to hurt, you will make far more money than by being dishonest.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
  • Did the dealer honor all commitments made? No
sales Rating

disrespectful to customer

by yas1 on 06/30/2015

I just wanted to tell anyone that is planning to go there to buy a car..my advice to you DON'T DON'T DON'T.. it will be the biggest mistake you do in your life... the sales people are very pushy and they will give you a very rude behavior once you say give me a minute to think, and also asking any question is a big NO , they want to sell the car that's all, I went today for an oil change and I told them about a noise I hear from day one and the customer service MANAGER DOUG started yelling telling me how hard his life with dealing with customers and just walked away after that creating a big scene, will never go there again and we will never ever recommend this place for anyone

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? Yes
sales Rating

Horrible experience

by SR7777 on 06/25/2013

We visited this dealership because we personally know someone who works there (not in sales) and were promised that we'd get a good price. We were referred to Gaurav G., the general sales manager, and were looking forward to a stress free transaction. We were greeted by him upon arrival, but he quickly handed us off to a salesman. The NEW vehicle we test drove had a sizeable scratch in the paint. Another sales manager said they could get the scratch 85-90% out. Not 100%? Despite our reservations, we continued the process. We still had to haggle over pricing, and their offer on our trade-in was insulting. After 2 rounds of the pricing game with our salesperson, Gaurav finally took the time to come over to us with another offer. The offer on the new vehicle was satisfactory, but the updated trade in offer was still well under KBB/NADA/Edmunds value and our CarMax appraisal. He absolutely would not budge on the offer, even though we had better offers from 2 other dealerships in the area. He wouldn't even match them. I will admit that I was angry and used an expletive a few times when balking at his offer on our trade in, but he literally scolded me for my use of language. He then stormed away from us. If this is how he treats his colleague's friends, I can't imagine how he treats average walk-ins. Our overall experience here was terrible. We took our business elsewhere and bought the same day from another dealer. We got the pricing we expected, much better customer service, and a vehicle without a scratch.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
  • Did the dealer honor all commitments made? No
sales Rating

excellent experience

by berniebjr on 06/22/2011

I just purchased a 2011 Camry from Ourisman Toyota and it was a pleasurable and rewarding experience. Atif Aziz was extremely professional and friendly and the entire process was seamlessly smooth. I would recommend Ourisman to anyone looking to purchase a Toyota vehicle

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
  • Did the dealer honor all commitments made? Yes
service Rating

Promises Kept

by monicalova on 06/16/2011

The Sales Manager, Arlo Guthrie, made promises which service staff fulfilled. Appointment time honored, essentially brand new free loaner car ready to go, telephone communication from service department to keep me posted and excellent work delivered on time. Could not be happier. Second car from this dealership, but one continuous relationship. Very satisfied.

  • Recommend this dealer? Yes
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? Yes
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? Yes
sales Rating

Consistent Excellence

by monicalova on 06/09/2011

Yesterday I purchased a 2011 4Runner from this dealership. This is the second automobile I have purchased from them over recent years. In my opinion, Repeat customers are the highest "rating" possible. My experience with their service staff with my previous RAV4 was fabulous. My salesman, Burx Norrod, was an active interface during that 2 1/2 year period. With this transaction, every level of staff was professional and helpful . . . sales manager, business manager, new car "delivery" tech. I never felt pressured in any way. I left feeling good about the automobile, the negotiations, the final price and very confident in an ongoing relationship with this dealership. I can not recommend them highly enough.

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
  • Did the dealer honor all commitments made? No
sales Rating

Great Experience

by matitans on 06/12/2010

I just went to Ourisman Chantilly Toyota and it was quite a pleasant experience. My car salesman was Marcel and he immediately made a great impression on us. He started out by driving the cars that we were interested in to the front and allowed us to wait inside since it was so hot outside. We ended up test driving a 2010 Toyota Rav4. Loved it! Went inside worked on the numbers and Marcel and Bill, the sales manager, gave us an unbelievable deal. It was such a refreshing and rewarding experience given some of the other dealerships we dealt with on our search for a new car. I appreciated Marcel and Bill's upfront nature and honesty as it dealt with the pricing. Everyone including Sylvia and Eric also were just great. I felt like they were serious about their customers and I felt like I was truly valued. A lot of times these dealerships spend too much time playing games just to make a bottom line, and all the customer wants is just a good open honest opportunity to get a good deal on the car they want. Now I have a new SUV, a lifetime warranty (you have to get all your maintenance done at this dealership to retain that), 2 years free maintenance and much more at a great price. I can't speak for every dealer/employee at this dealership but Marcel, Sylvia, Eric, and Bill made this a wonderful experience.

  • Recommend this dealer? Yes
  • Purchased a vehicle from this dealer? Yes
service Rating

Average service

by flyguybob on 03/24/2010

After arriving at Ourisman Chantilly Toyota Service, which is around the back, we pulled into a garage area and were serviced in order. The service manager was really nice and well dressed.We were told that the vehicle would be ready in a day or two. We will see if the maintenance performed actually fixes the problem over the next week or two. We did get an upsell mentioned and took the bait. Given the problems the vehicle has had we thought that a full maintenance inspection, oil change, brake check, etc. would be a good idea. ...but the price was a bit steep. Granted, it is a dealership and they do have a larger overhead than a non dealer service-only location. The loaner was absolutely awful but was $22/day. It was FILTHY and reeked of smoke so badly that my wife and I got a headache. If you didn't know any better you would have thought that it was used on a construction site during the day and used as a nighclub (that allows smoking) at night.

  • Recommend this dealer? No

2 Comments

sales Rating

Consider Another Dealership First Before Making the Trip to Ourisman

by vablueridge on 07/04/2009

Needless to say, I will not be purchasing a new vehicle from Ourisman Chantilly, nor will I even consider visiting any other Ourisman dealer following my experience. What a disappointment. This dealer had only two RAV4's on their lot; of which customers were using to test drive. Ummm, let see, I expected more from this dealer and did not appreciate the salesperson's reaction following my reaction of disappointment to this news. According to the salesperson, Toyota has cut back on Production. Sorry, but this sounds like a dealer problem if they can not keep their lots stocked, recession or not. In addition, the salesperson who was supposed to assist me through this process could not stop gloating about the sale of three cars that day or the countless sales awards hanging on the partition behind the chair I was sitting in. Congrats, I am happy for this individual, but I really do not need to hear this. I also did not need to hear from this individual which options would be best for me on a vehicle, especially since I had already revealed my requirements to the sales rep. They were unwilling to search through the databases to find me the vehicle that I wanted, but would at best only inform me of near matching incoming vehicles three to four weeks out. Are they for real? I have never ever had a problem getting basic information from any dealer in the past, much less a Toyota dealer. Wow, what a bunch of [violative content deleted]. Oh, if you still intend on visiting this dealership, please make sure you stop by a restroom first before visiting the dealer, especially if you have children. The restrooms are filthy and unsanitary.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
sales Rating

Ourisman is [violative content deleted]

by joe172 on 04/01/2008

I purchased my last two cars from Ourisman. I was pretty happy with my experiences. Last night after much research we decided to buy a new Corolla from their Chantilly location. I was trading in my most recent purchase a 1996 Miata MX5 with 58K miles. I had just pourchased the car from their Fairfax location with in the last year. I blue booked it on line in good condition and expected to get $5k in trade. Low and behold when they gave me their trade value they stated the car was only worth $1500. I understand the "caveat emptor" theory. I support businesses making a profit. However, I feel as though I was really taken for a ride in this case. I could have and should have not purchased this car. I can no longer recommend this dealership for these unethical behaviors. I thought the automobile industry had turned a corner. Evidently, not.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? No
sales Rating

Worst car buying experience ever

by digidrive on 03/04/2008

I really hope I don't have to buy another car again for 20 years because this was the worst car buying experience of my life. This isn't 1970 and I don't think anyone needs to be subjected to high pressure sales and threats in this age. We had an initial salesman that was nice enough, gave us a decent deal, was really low pressure. But then we met our finance guy. He came on really strong, stank like cigarettes, and told us about his messy divorce within the first four minutes (nice). He then took us to a back room and tried to pressure us into buying a warranty that would double the cost of an economy car we were buying. We politely declined and he got irate. He claimed that only "old people" are so "out of it" that they pass up this wonderful opportunity to hemorrhage money. I told him that I had 5 car mechanics in my family that keep their American cars running for 20 plus years, which made him red faced and he threatened me that by telling him this, he could void my factory warranty. He then told us that when (heaven forbid, but it happens) one of us dies prematurely, the other will be so happy to have the title insurance (yeah that will cheer me up for sure) and that he just hates watching good people put themselves in a bad situation. When this didn't work, he asked us if we liked NASCAR at which point I almost choked laughing because no sighted person would think the my husband and I were NASCAR fans. We're nerds who are totally disinterested in cars outside of what the best mpg we can get is. This is just an overview. This man tried guilt, fear, threats to get us to buy this absurd warranty that was entirely useless to us and acted like a petulant child when we stood firm. I felt nauseas during points of his 45 minute refusal to appreciate that no means no and my husband broke out into hives because this guy was relentless. I would have walked out but the price was right and we needed the car! The senior management came by and told us that if we were unhappy with our experience and told Toyota about it, it would only reflect on the first guy, who we kind of liked. Nice. I would not recommend this place to my worst enemy. It was AWFUL and I am totally soured from the car buying experience.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? Yes
service Rating

Avoid them unless you like louse service

by backstreetmon on 08/28/2007

On December 29, 2006, I took my Sequoia to Ourisman Chantilly Toyota for an oil change and tire rotation. After picking up the vehicle (I was called and informed that the vehicle was ready), I determined when I arrived at home that evening that the work was never done. The next day, I called and spoke to another service advisor (#2) about my findings, and he told me that I needed to take the vehicle back to the dealership so that he could verify what I was saying was valid. Before I left home, advisor #2 called back and told me that he believed that I was correct, and that somehow my vehicle had slipped through without being serviced. On December 30, 2006, advisor #2 had my vehicle serviced and told me that the next service would be free due to this mishap. On August 3, 2007, I took my Sequoia again for an oil change and tire rotation, and told the service advisor (#3) that this service was supposed to be free. Advisor #3 got annoyed and told me that according to the computer, my last service was free. Following my explanation, he got flustered and remarked that he could not figure out what was going, and then called advisor #2 for clarification. After advisor #2 arrived, he initially could not remember, and the note at the back of advisor #2’s business card (which I produced) and in the computer was unclear as to which service was supposed to be free. I don’t think that it takes a rocket scientist’s powers of deduction to determine that a vehicle does not need an oil change and tire rotation on two consecutive days (12/29/06 and 12/30/06), and that the service on December 30, 2006 was not free but the actual work that was never done on December 29, 2006. Advisor #2’s memory finally came back and he recalled the December incident. However, based on advisor #3’s behavior/demeanor, I was made to feel like I was the one who was trying to get a free ride, when in fact the problem lies with Ourisman Chantilly Toyota’s incompetence since they were the ones who initially tried to “rip me off”. I’m unsure if this is a unique situation or if other customers have had their vehicles “serviced” with just a car wash. Their advisors need customer service training – fortunately there is a choice of service centers in the Washington metro area. I suggest avoiding them unless you prefer lousy service and belligerent advisors.

  • Recommend this dealer? No
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