Ourisman Chevrolet of Rockville - Service Center

Ultimate Bait & Switch Attempt, very untruthful I dropped my truck off the night before to have them repair a faulty rear windshield wiper that had stopped working, check my radio and rotate the tir I dropped my truck off the night before to have them repair a faulty rear windshield wiper that had stopped working, check my radio and rotate the tires. I got a call the next morning from the technician about what service I needed done. I told him the truck was still fairly new and for some reason the rear wiper stopped working but that it was still well inside the warranty and I needed that fixed. “That sounds good. We will need to run a diagnostic test to make sure the wiper wasn’t damaged and that will cost $190. If it’s been damaged you will need to cover the costs yourself.” I told them Ive never heard of any dealership charging $190 to check if something is under warranty and that was absurd as all you need to do is turn on the wipers and you’ll see they don’t work. A $190 diagnostic isn’t needed. I told them I am not paying that money on an item that I know isn’t working. They told me they’d rotate the tires and look into the other issue before doing any work. I got a call back. “Sir, your wiper was in fact damaged by someone, probably the last time you had it serviced but we can repair the broken motor for $350.” I reminded him my truck had never been serviced and that the wiper is not exposed so there was no way for it to be damaged. I told them I’d get the truck not to do anything but the tires. He said he would call me back. “I had my manager look at it and he said the wiper motor was clearly broken by someone and not under warranty”. I told them a second time not to do anything I will take my business elsewhere as this was clearly nonsense and they were trying to get money from me for something under warranty. When I showed up to get my truck, they tried to make me pay for the $190 wiper diagnostic test. What was even more interesting, after telling me the wiper motor had been “clearly broken by me or a service technician” and needed replacing, whenI turned the truck on, the wiper was actually working. Maybe there was a short or something but it was clear the motor was not broken due to damaged as they had described. I’m not sure what their motive or incentives were to try to fleece me but they must get more money from consumers service repairs than from GM for warranty work. Never in my life have I heard of a dealership charging $200 to diagnose an issue to determine if it was warranty or not. I had spent 5+ years going to this dealership. I left out some of the color from my conversation but it was the worst experience I’ve ever had. More

Something has to give. I own a Camaro which I bought from another dealership. I do not know what the car buying experience is over here, so this is not what I am reviewing I own a Camaro which I bought from another dealership. I do not know what the car buying experience is over here, so this is not what I am reviewing. I am reviewing the service and parts department. Where do I start? I first brought my car here because it is still under warranty and the AC gave out. On the very first day I was told to drop my vehicle for assessment and my complimentary rental would be available in two days. Well 3 days later and no phone call I called and was told they had no rental available. I politely voiced my discontent about them not bothering to call me to update me about the work being done on my car or even about the availability of a rental and suggested I had a mind to call Chevy HQ. Well 30 seconds after the call had ended, a rental became available. I told Chevy HQ about this anyway. I was given a complimentary certificate for accessories by Chevy HQ. My car was returned many days later, with a blue wire sticking out boldly from under the dash. Stupidly or stubbornly (because I still couldn't believe they were trying to be hostile or not helpful), I went back to have an amplifier and subwoofer kit installed using the Chevy gift certificate. I called them and asked about cost of installation. The first time I was told $174.00. The day I went to order it, I called again before heading out and was told it was $176.00. When I went to the parts counter to finally place my order, and it got to the time to pay, I handed over the certificate...... the man who orders the parts looked at me for 5 condescending and stern seconds before chastising me in a very belittling way for my failure to have shown him the certificate before-hand. He told me he did not know what to do and behaved as if it was impossible for him to proceed. So I apologized to him and then after giving me a second hard look, he left in an audibly angry huff to consult with someone about how to proceed. He came back and his countenance had changed from thunderstorm to sweet spring day; telling me ok, I just needed to hand over my certificate and when the part came in, he would call me. Well two weeks later, I called and he began by stating he had spoken to me. I had to sternly tell him, he had not. The truth is I have no record, digital or otherwise of his call. After he confirmed my part was there, I asked him about cost of installation and he transferred me to the service department. There the man seemed puzzled that I had ordered a subwoofer, asked why I had done so and seemed perplexed that their business sold parts such as subwoofers. After leaving me in a near puzzlement myself, he then asked what I needed and I responded stating; the estimate for installation. He now told me $299.00 WOW! I am so frustrated with this business and their service men. I feel as if they are trying to be confusing. I don't know if its my womanhood, or my minority status or both, that is making them feel they can toss me around. I feel like there is a concerted effort to irritate me away from their business. I feel as if they have no regard for me, either as a customer or a human being actually. I am not going to continue to give myself anxiety over how they will present to me when I approach them. I am a soft spoken mild mannered woman, but I know where to carry my complaints when I have them. For now, these guys cannot help, but I will complain to every available source that I can, about their business. More

Decietful People Just after your money I brought my Chevy 2013 because it broke down close to their shop. I explained to them in details what was wrong with it and they said the determinant I brought my Chevy 2013 because it broke down close to their shop. I explained to them in details what was wrong with it and they said the determinant factor to ensure proper work was to diagnose the vehicle. Little did I know that what they wrote in the paper was a different thing from what was wrong with my vehicle. The collected my money and I picked up the car, got to the light 15 minutes away from the shop and my vehicle won't start again( back to same reason i took it to them). I contacted them immediately and the rep called GUY assured me that they'll will correct their mistake and I towed it back. To my greatest surprise, they changed their story and wanted me to pay another $500 plus after I had paid them $1280. To cut the long story short, the rep that supervised the car asked me to go to court if wasn't satisfied with the work when I asked for a refund. I have contacted two other dealership and they asked me to take the car back to them for them to fix the electrical issues the car had. For more that three months now, they won't correct the job or refund me instead the overall manager wanted me to trade in the car and take a new vehicle to compound my issues. I have been making payments on the car monthly and I can't use for work till date. The people there are just not professionals I bet you road side mechanics are way more better than them. More

1 (with the potential of ZERO stars) ZERO stars if I could!! This is the worst dealership I have ever been to. The service department will lie to you, and discourage you to have work done ZERO stars if I could!! This is the worst dealership I have ever been to. The service department will lie to you, and discourage you to have work done, so they don't have to deal with you. I left my 2016 truck there for service, and when I got it back there was damage to my driver side door and they tried to claim it was there prior to me leaving my truck in their possession. Service department told me they moved to a new location because they had a problem with people breaking into cars and sleeping in them overnight. The damage DID happen on their property. If you are needing service at a Chevy dealership, do not go to the one in Rockville. If they tell you they moved to a new location so they don't have that "squatters" problem anymore, they are still lying. The parts department is still on the old lot, which is up the street from the new lot. Both lots apparently have this problem. Only when I asked to speak with a manager, and they realized I knew what I was talking about, did they fix the damage. This dealership lacks customer service. More

Customer Service Here is DEAD Sincerely hope this review makes it to Dug. Having been in dealerships and the automotive industry as my career, I expected the golden rule of cus Sincerely hope this review makes it to Dug. Having been in dealerships and the automotive industry as my career, I expected the golden rule of customer service, "treat others the way you wish to be treated". I pulled my vehicle up to the service bay at the Ourisman Chev dealer on Frederick Rd. No greeting as i got out, this isn't uncommon so i thought nothing of it. I walked in to the service lobby where 3 service advisors sat, typing on their computers. No other guests present. Again I stood here with out a greeting. Being polite, I stood there, checked my cell phone for the time, and removed my sunglasses. Moments later a service advisor who sat all the way to the right, a bigger man, with a mustache. I belive the man's name was Tim. He made eye contact with me and said to me "Whata ya need?" I was first surprised by his greeting, but approached his desk to begin a dialog anyways. I told Tim that I was hoping to drop my car off for the day (this was 10:15AM) and I was looking to have a L.O.F (oil change) done and to have my tires balanced and rotated. Tim interrupted me, put his hand up, and said "let me stop you right there" I paused, very surprised of his reaction to my modest request, and let him talk. Tim was very condescending to me in his demeanor, told me im looking at days before he can look at my car. I responded by saying "really? days? for a oil change and rotating tires?" Tim responded "yup, sorry cant help ya!" and started to type again on his computer. I said as I picked up my keys from the desk "Geez, I'll go to Criswell Chev if you're that booked" As I ended my sentence and started to walk away, Tim yelled "yeah, you go ahead and go then!" Besides the current poor facade of the exterior and interior of this dealership (knowing they are building a new facility) the lack of customer service here is so fundamentally poor that no matter what the dealership looks like or is where it is located this is a place to stay away from. Now being in automotive the best practice would be for this dealership to read this review and put efforts forth in correcting the poor experience. I doubt that this will happen. Also - you 'll never see this review on their website, as they put workflows in place to only show the 5 star reviews on their website. I plan to talk about my experience on DealerRater, Edmunds, DrivingSales, DealerRefresh, and on my personal facebook, twitter, and Google +. No wonder franchise dealerships in america have a bad rap, and they cant overcome. After this experience, I have took my vehicle to a local repair shop, GREAT customer service. My car is there now and they have promised to have it completed shortly after lunch. More

Incompetent employees, irreliable!!!!!!!!!!!! have been a client of Chevrolet Ourisman since 2011, when I bought my HHR LT. I have been there since the begin maybe 10 times, for different raison have been a client of Chevrolet Ourisman since 2011, when I bought my HHR LT. I have been there since the begin maybe 10 times, for different raisons, but each time since 2011, I complain that the back door do not close very well, is very hard to open . They always put oil and say" the door is ok now" in April I went again to do some repair, they did a mistake and I had air inside the engine , the car went to hot , the radiator, blow up because of their mistake, went back one week later they apologize and remove the air inside the pipe, I told them again and again to Nick Vasquez the door do not open easily we need to change the hocks, oil is not enough since 5 years , I ask to repair the right way this door, here we go again the door is not open again the right way , after 3/4 days the problem is back only because they do not want to replace this fricking part. I will never recommend this repair place or dealership!!!!!!!!!!!!!!!!!!I More

Ourisman Rockmont Chevrolet refused to take my 2014 Chevrolet Impala that needed to be towed for service. I wanted to drop off on a Saturday, and let them do the work as soon as they could (Tuesday), Chevrolet Impala that needed to be towed for service. I wanted to drop off on a Saturday, and let them do the work as soon as they could (Tuesday), but they refused. Also, I had a previous experience with them and this same 2014 Impala--they couldn't fix the problem. Do *not* take a 2014 Chevrolet Impala to do this dealership. They don't know how to work on it, and they don't want to work on it! More

Why, not just because the service, an oil change and recall fix, was performed promptly and professionally but it comes down to the little details that made our experience a great one. Tire rotation is recall fix, was performed promptly and professionally but it comes down to the little details that made our experience a great one. Tire rotation is included with the oil change. I have had this service performed many times at many Chevy dealers around the US and this is the first time that the service technician took the time to make sure that the tires were inflated to Chevy specs. We'll be back! More

They are always reliable, helpful and friendly. The service center, plus waiting area are clean and relaxing. They are accurate about the time need for service and will provide information about any f service center, plus waiting area are clean and relaxing. They are accurate about the time need for service and will provide information about any future service that may be needed but will work with you on prioritizing additional service depending on your time and funds. I would highly recommend this service center to anyone. More