Lustine Chrysler Dodge Jeep - Service Center

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the review. We strive for efficient & timely service so it's disappointing to hear about this experience. Your feedback is appreciated and will be used to help us improve our processes moving forward. If you have any additional questions or concerns, please feel free to contact me directly at your earliest convenience. Respectfully, Eric Boswell - Service Director - (703) 643-5118

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Jeff, we're so glad John and the team at Ourisman CDJR of Woodbridge could get you back on the road quickly! Thanks for sharing your experience with us. Safe travels!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Irwin, we're glad to know that John and our team at Ourisman CDJR of Woodbridge were able to provide exceptional service for your Jeep Cherokee. We appreciate you taking the time to share this feedback!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Dear Sir, I’m sorry about the disappointing experience you encountered. We did our best to have your vehicle ready for you Friday night. We admittedly bit off a little more than we could chew trying to make your experience a great one. For that I apologized and took responsibility and said ‘this was the fault of the service department, and because I oversee the service department it is my fault as well and I am sorry”. Currently, our service CSI score is 908. 2 points ABOVE the district average of 906. This was an unfortunate case if trying to go above and beyond to get a job done and it blowing up in our faces. You talked with Eric and I about some of the lessons we can take away from this let down. I think we can all learn something from what transpired. I appreciate your business, your service to our country and apologize again for how things unfolded. I wish you nothing but the best in future endeavors. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep and Ram Direct: 703-492-3647 E-Mail: mlepage@lustine.com

whitingd responded

I asked to speak with you in private and the Service Manager came into your office while we were speaking which was inappropriate. Yes, you apologized for everything and offered excuses on why things occurred as they did. While in your office, the Service Manager stated the invoice was wrong because it didn't include my military discount and I stated I had the coupon that gave me 10% off my repair, which would have been $230. The Service Manager stated my military discount was larger and he would apply it tot he invoice. When presented with the corrected invoice, it was only reduced by $100. I had to return to the Mike to correct the invoice by reducing it another $100.00, but it should have been $130.00. Upon taking custody of my Jeep, I quickly discovered the fuel gauge was not at 100%, but less than 3/4 full. I bought this to the attention of Mike and he offered to provide me a "fuel slip". Why should I have to burn my time refueling my tank when Lustine Jeep removed the fuel and didn't put it back? I used your loaner vehicle and refueled the tank (as requested) before returning it to you. I immediately refueled my Jeep at Costco ($21.32), which consumed almost 8 gallons. Where did 8 gallons go? Given the fact that Lustine Jeep failed at every opportunity to display any corrective action, or offer for me to return for at least a complimentary oil change, tire rotation, etc., you decided to do nothing, so it's implied this is how Lustine Jeep conducts business. You'll never see me there again and if the opportunity presents itself, I will discourage others from visiting your dealership. What a joke!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the amazing feedback and 5-star rating!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

We are sorry for any confusion that our commercial provided. We do have a new Lustine VIP program; as part of this program, we do offer loaner vehicles for major services. This program was launched in July of 2020 on new purchases. Unfortunately, when you purchased your vehicles; this program was not being offered. Additionally, there is a nationwide inventory shortage. We have experienced days where Enterprise did not have available vehicles for our customers. We are navigating the pandemic the best we can while trying to prioritize who needs to make use of our depleted rental car fleet. I hope you understand some of the circumstances that we are facing. We value you tremendously and apologize for the misunderstanding. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep and Ram Direct: 703-492-3647 E-mail: mlepage@lustine.com

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Mr Dauberman, According to our records you have not visited us since November of 2020. At that time you had warranty work done at little to no cost to you. If there is an issue with the repair made please feel free to contact me. The last visit prior was 2015. Regarding the alignment, that was done nearly 6 years ago, I apologize if there was an issue there. In the future please let us know immediately if there is an issue with a repair as it is easier and more efficient to address at that time. Best Regards, Eric Boswell Service Manager Lustine CDJR US ARMY RETIRED Direct # 703 643 5118 Eboswell@lustine.com

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the kind words and 4-star rating regarding your recent experience with Eric!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Hello, When appropriate I err on the side of the customer. Yes. Wait jobs are completed with priority. Drop offs are completed throughout the course of the day as time permits. This is why the vehicles are dropped off. We can then dispatch them as necessary and match the right vehicles up with the most appropriate technicians when possible! Get an oil change done as quickly as possible and wait... or drop it off and it will be completed before the end of the day, but you did not have to wait at the dealership. This is common practice at just about any service facility. We did not have a conversation. I apologized and was interrupted. I tried to diffuse the situation and was ignored and talked over while you disrespected myself and several of my employees while making a scene in our service lane with assistance from the person that was with you. In any event, we have (since I took over as General Manager here in 2019) improved our rating with the Better Business Bureau to an A+ and are one of few Accredited Chrysler Dodge Jeep and Ram Dealerships in Northern Virginia! I appreciate you giving me the opportunity to shed light on that fact! It is something that took considerable amounts of patience, perseverance and effort that I am incredibly proud of. Occasionally and admittedly, due in part to our small footprint and large demand for vehicles to be serviced here we can get a little overrun. When we do fall short of expectations (which is inevitable in our line of work, regardless of dealership) myself and Thomas Ramey our Service Director are nearly always around to make sure we do right by the customer when appropriate. That's how we earned an A+ rating and became accredited: By doing right by the customer. Unfortunately, you did not allow anyone the time of day to hear your concerns or conjure up a remedy/solution/agreeable outcome. Again: Life is 10% what happens to me and 90% how I react to it. I wish you and yours all the best in future endeavors. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep Ram Direct: 703-492-3647 E-mail: mlepage@lustine.com

Calisha responded

Enjoy your day General Manager Matt Lepage, your one sided response from the 5 minute interaction we had only makes me see we are making the right decision. You keep focusing on drop off, which is not the same as a scheduled appointment (which is what I had). No one cared to reach out to me and speak with me to give resolution or update in those 5.5 hours of waiting and 6 phone calls I made to the service department to check on the status of my vehicle from my 10 a.m. appointment scheduled 2 days earlier during COVID. I guess that wasn't enough time in the day to excercise a courtesy call to your customer. Some customer service!! Now you are saying we didn’t have a conversation but earlier it was something different (as this is your second lengthy response to me today). Words were exchanged between all parties involved (A CONVERSATION) you even tried to continue this conversation with me when I walked away to use the phone, (and you followed) as I saw this was getting nowhere. I am glad you feel you handled this situation to "your satisfaction" and you applaud yourself for your dedication. I do want to also give you an applause for standing by your staff even when they are in the wrong. That shows a lot! At the end of all this my review was to say just this... Customer service is and was UNACCEPTABLE for that day. Your continued remarks further shows me more training is needed on your end. I stand by my words and rating on this establishment. WOULD NOT RECOMMEND AND WILL BE DOING BUSINESS ELSEWHERE. Thank you for your time. In businesses, yes mistakes are made. It is how you move forward to correct them that means much more. Deflecting is never a good answer when you can simply take accountability for dropping the ball, which is what was missing that day!!