Ourisman CDJR of Woodbridge

My wife and I have been searching for a larger vehicle for several months, as we recently had identical twin girls (plus our 2-year-old son). We found several appealing deals in our area, but we decided for several months, as we recently had identical twin girls (plus our 2-year-old son). We found several appealing deals in our area, but we decided to drive 50 miles to visit family in Woodbridge and check out various dealerships on route 1. When I originally stopped by the dealership with my wife's uncle, we were snooping around several of the used minivans in the front of the lot for a good 10 minutes. No one approached me or my wife's uncle, and we decided to have a look at a few other lots nearby. Lustine Dodge certainly had the most appealing vehicles in our price range. I discussed a couple of options with my wife, who gave the green light on a used 2008 Grand Caravan. I called the dealership about a half hour before they closed to make sure someone would be around so we could take a test drive before closing. My wife's grandfather came with me to the dealership, to make sure the van was in good shape not just on the outside. We took it for a test drive, and I decided to go ahead with the purchasing process (well after closing time by this point). Each person I dealt with was friendly, personable, and relatively enthusiastic (considering they were staying late on a Sunday). The paperwork took quite a while, as usual. I wasn't very satisfied with the "deals" they offered me (mostly because the overall price after all of the ridiculous fees was well above my budget), and the best they could offer me so I could meet my price point were some different lengths on the loan. The most amusing part of the transaction was when they offered a package deal that included two "free" items. When I declined, they asked if I would be interested in the actual package deal without the "free" items for less than half of the advertised price. The worst part was when we were told several times that we would probably get more than one key. We drove off with only one key last night, which is very unfortunate because this van is my wife's new car and she has the propensity to lose important items, such as keys. Apparently, the expression on my face during the transaction wasn't very negative-looking. The salesmen thought I was very happy last night (I guess you'd have to know me and that I smile when I'm happy...or maybe it was just dark?) and invited me to post a review here, emphasizing the idea that I should be honest. My initial review of this experience was much less positive (I didn't sleep much last night). Within minutes of submitting the review, a salesman from last night called me trying to figure out how they could improve my satisfaction level in the transaction. One thing they offered to do, which I'm particularly thrilled about, is provide a second key free of charge. In terms of the financial side of the transaction, I'm still not very happy. It's nothing that the dealership could/would have done anything about (fees that brought the final price well outside of our budget), and it's something that I could have simply avoided by walking out of the dealership. I simply felt mislead (nature of auto sales), but I was too tired and frustrated to NOT bring home a van for my wife. So far, the van seems to be in fantastic condition, my wife is happy, and those at Lustine Dodge are obviously very concerned about making sure you, as a customer, are satisfied. I am very appreciative of those who stayed (very) late to complete this transaction. I am also glad that I had the chance to speak with certain people today, to try to make amends. I'd particularly like to mention Mike W. and Danielle K. and thank them for their attention, though Carlos S. also did a good job last night. And thanks to Mike E. for sparking a fire earlier today! EDIT, one week after purchasing: I'm adjusting my customer service rating a bit after making several phone calls to Lustine throughout the week. At one point, I left a message for someone in finance to call me back so I could get some information. Eventually, somebody did call back, but when I asked them to hold for a few seconds so I could leave the workspace, they hung up on me. Most of the dealership was closed down by the time the purchasing process was complete, so I was asked to return on Friday to take care of some stuff. I was promised a car cleaning and an emissions inspection (and, later, a new key). When I called on Thursday to make sure I could get the key programmed on Friday, I was transferred 5 different times and on hold for probably close to 5 minutes. Later that day I got a call back, asking when I could come in to get my key programmed. I said I had already spoken to someone about coming in on Friday to take care of the key, only to be told that they'll "do their best" to get it done while I'm there for the cleaning and emissions inspection. When we started loading the van to take it in on Friday, it wouldn't start. The key fob wouldn't unlock the doors or anything. Luckily I had previously explored the key fob on my own and noticed the key that would allow me to manually unlock the door (this was not part of the purchasing process). When I got into the van to turn it on, lights turned on but the engine didn't roll over at all. No mechanical noises whatsoever. After a few more tries, I eventually re-seated the battery in the key fob and tried to start the engine again. It worked that time, but the check engine light decided it needed to be illuminated. When I called the dealership to describe what had happened, I was cut off and asked to call back later. When we finally got on the road to handle everything on Friday, I called ahead to let people know I was coming so they could make good on their promises and hopefully take care of the CEL. It took a little effort to jog memories, which is something I was afraid of when I asked for things in writing and was simply told to call. It's understandable that memories needed to be jogged, though--salesmen typically talk to a lot of people during a 1-week timeframe. Friday's traffic was just plain stupid and prevented us from making it to the dealership before useful departments closed. Mike W. was very patient with me as I called repeatedly with updates on our progress, and he was helpful when we tried to get something arranged for Saturday or Monday. One of the things that appealed to me most about buying a used car from Lustine is the lifetime powertrain warranty. With the way things have been going, I'm seriously questioning whether it's worth the hassle of dealing with this sort of stuff. I've never had to deal with this much garbage with any other dealership or service center. The jury is still out on the decision; it will probably be settled after I finally get my key at the very least. More

I recently purchased a new Jeep Wrangler from Lustine had some issues with the detailing shop and getting tags/title. I expressed my frustrations and was immediately contacted by the general manager Mike En some issues with the detailing shop and getting tags/title. I expressed my frustrations and was immediately contacted by the general manager Mike Engle. He was very sincere with is apology, accepting responibility and helping to get everything corrected. There will always be bumps in any road, but it was a phenomenal experience dealing with this dealership. More