Ourisman Chrysler Dodge Jeep Ram of Woodbridge

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for such great feedback! We truly appreciate the 5-star rating!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you Joe for the kind words! We look forward to having you be a part of our family! Please let us know if we need anything.

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you Keisha! We truly appreciate the feedback in regards to your experience with Ike!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

We love Ike too! He really is a great guy to have on our team! Thanks for sharing and we appreciate the 5-star rating!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Dear kahmed573, I reviewed the text conversation between yourself and IKE. We provided you with a quote, you offered more than $5,000 less than the quote we provided. Ike, based on your unreasonable budget aspirations and offer that left a lot to be desired, replied with simply "Sorry this too much vehicle for you.". We are an A+ rated dealer with the BBB and became so by taking care of customer concerns that are inevitable in our line of work. We additionally provide our customers with a Lifetime Engine and Transmission Warranty on most of our inventory that can be redeemed anywhere in the Nation. Selling cars and taking care of customers, is not easy but we have been doing it better than our competition and provide our customers with more value than anyone in the area. I'm sorry we were not able to come to agreeable terms on your deal and wish you the best of luck with your vehicle search. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep Ram DIrect: 703-492-3647 E-mail: mlepage@lustine.com

kahmed573 responded

I appreciate you taking your time to respond Matt. And most of your sales persons are very capable and I am sure of that. However, It is not about what I offered. $5000 or $1000 is not the matter here. A sales person has no business telling a customer that "Sorry, this is too much vehicle for you". This is an insulting comment made by the sales person, stating that this vehicle might be too much for me to afford. At least that is what I read in this comment. I am not sure how you interpreted your employee's comment.

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you Ryan for taking your time to leave us some feedback. We love having James on our team and we are ecstatic to hear that he was really helpful!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the kind words and 5-star rating! We are so happy that we were able to find you the perfect vehicle! Let us know if we can help again in the future!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you Betty for the 4-star rating! We appreciate your business! Please let us know if we can help again in the future!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

We appreciate your kind words about your experience at the dealership. Please let us know if we can help again!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Dear M, I’m sorry for how you feel about your experience. I have taken some time to help put you at ease about what transpired at our store when you visited. I did some research to help educate you and other consumers alike in an effort to acknowledge your concerns while using your feedback constructively. It can take some time to find the right vehicle. Especially with how diverse the option packages are on these RAMS combined with the massive demand and short supply right now thanks in part to the Covid-19 Pandemic. Every single store in NOVA advertises and presents numbers that exclude applicable State tax, tags, their respective processing fees and Freight/Destination. We disclose the “freight charge” we do not try to hide it. To address some of your concerns I did a survey of our 7 nearest Chrysler Dodge Jeep and Ram competitors and their processing fees and here is what I found. Their processing fees are as follows: LUSTINE: $899 Competitor A: $799 Competitor B $895 Competitor C $899 Competitor D $899 Competitor E $764 Competitor F $995 Competitor G $899 A processing fee ultimately covers some of the costs that aren’t directly associated with the actual sale of the vehicle itself. Things like obtaining and sending payoffs, processing trade-ins and obtaining out of state or lien-held titles, assisting in processing refunds due from trade-ins or recently purchased vehicles, creating and maintaining customer records, etc. What was interesting is that most offered free VA inspections (so do we), emissions (as we do) and rental cars (included here as well) but none offered anything of much substance beyond that. One includes an engine-only warranty that requires your work to be done at the dealer or it is VOID. Our store includes a Lifetime Powertrain Warranty that covers your vehicle Nationwide for as long as you own it and you can maintain it at an ASE location anywhere. None of these other stores provide that kind of value. That made me ask myself this question: If we offer the same vehicle, a similar price, and the same after-sale perks but ours comes with LIFETIME COVERAGE why are they charging as much as we are? Shouldn’t they be charging customers less for less value? Anyhow additional research revealed to me that California and Arkansas seem to have among the lowest processing/documentation fees in the Nation. To be thorough, I also went ahead and audited all of the area competitors websites which all included disclaimers to the tune of “All new vehicle prices exclude freight of $1195-$1695”. So this is the process at all CDJR stores not simply ours. This was no “Tom Foolery” on our part but simply a reflection of how Chrysler Dodge Jeep and Ram stores in NOVA advertise prices and present numbers. For your information, part of our process is when a customer agrees to the numbers on the showroom floor, the new vehicle is taken to clean up and the sales person does remove the tags from the trade-in. They are removed to be 1. Transferred to the new vehicle or 2. Returned to the customer for them to return to the DMV. 99% of customers that agree to numbers on the sales floor move forward with their purchase. This morning we had a meeting and addressed the question of “What is a processing fee” so that we can have a better answer for you than what you were provided. I hope you see that there is no ‘smoke and mirrors’ or Tom Foolery but this is simply a case of not necessarily seeing eye to eye with the process. It can be a process that is frustrating from the consumer standpoint at times. No argument there. We try to provide the best experience possible with value that is greater than any of the above competitors with “Lustine for LIFE” our LIFETIME NATIONWIDE POWERTRAIN WARRANTY that is included with your purchase. Good luck with your new vehicle search. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep and Ram Direct: 703-492-3647 E-Mail: mlepage@lustine.com

M responded

Thank you for the response. The comments about the processing fee sounds much better than “a fee the owner charges for doing business with the dealer.” Thank you for clearing that up but im curious as to why you employees removed our plates from our vehicle and went into our glovebox to take a picture of our registration instead of asking us? I would also like to include a picture of the window sticker showing the destination charge one line above the msrp but can’t in this app. When you present likely payment information to the customer and show that msrp (with delivery fee included in total) as the first line and followed by the dealer discounts, rebates, $2,996.00 fees and all the other titles tags registration charges.... my point is that adding another destination charge in the aftermarket box(on the left of the paper) is unethical considering it’s included in the msrp that your dealership uses to begin the negotiations. Thank you for the time, my review stands as is. No hard feelings, just won’t be buying from y’all anytime soon.