Ourisman Chrysler Jeep Dodge Of Alexandria

Great customer service Our salesman was friendly, knowledgeable, and receptive to our needs. We weren’t planning to buy on Sunday but he worked out a great deal that we coul Our salesman was friendly, knowledgeable, and receptive to our needs. We weren’t planning to buy on Sunday but he worked out a great deal that we couldn’t resist. He even made arrangements to pick up our trade-in from our home to save us a long return trip. Ariana was also very pleasant to work with and informative throughout the process. More

Not a trace of advance planning I took my car for a recall. I called a couple day ahead to ask if I could drop it off. Set up an appointment and off I went. I thought to myslelf I am I took my car for a recall. I called a couple day ahead to ask if I could drop it off. Set up an appointment and off I went. I thought to myslelf I am very busy and since the car is still in the dealer I would do my VA inspection which was due in August that will save a trip. Boy I was wrong. They did not have the parts for my SCHEDULE recall. So I have go back again. It end up a big waste of my time. To make matters worse when I picked up my car the person who was in charge of getting my keys and delivering my car took his sweet time to do. He got my keys and starter to chit chat with one of his coworkers. When he came around and returned my car I thanked him and did not even repsonded. May be he had a bad day but I shouldn't have to suffer his apathy. Most of the times I have had my car taken care there I had pleasant experiences and the service personal have THANKED me for my business. This young man did not even acknowledged my thanks, so i guess I should not have expected a "thank you for your business" response. Again this a rare occurrence in this dealer but I feel like I need to let others know about my experience. Hope things get better for this person. Sorry I did not get his name but I am sure it will not be difficult to identify whomever was "the driver" (as called by the cashier- on Tuesday 07/10 @ 4:45- 5:00 pm. Tall guy with copious beard More

Exceptional Customer Service From the moment I walked up to the moment I walked out the dealership all I had was amazing customer service. I told them what I was looking for and f From the moment I walked up to the moment I walked out the dealership all I had was amazing customer service. I told them what I was looking for and for how much and just like that they had what I was looking for. The whole experience was great I cant even put words to it. I am definitely recommending this dealership to everyone and will only come here. More

Great service with a quality sales team , easy finaceing. I would recommend Ourisman dodge to any of my family and friends for a fantastic dealership with knowledgeable sales people and management team that c I would recommend Ourisman dodge to any of my family and friends for a fantastic dealership with knowledgeable sales people and management team that cares about their customers and the total sales experience , I was treated with respect and a no BS type sale.......got what I was looking for and drove my new used vehicle home that day........ More

FCA Customer Care xxxx may be over at last Bottom Line: Howard (and Bernard and Chris) may be the only FCA employee(s) who deserve to keep a job. June 25: bought Wrangler Sahara at Ourisman wi Bottom Line: Howard (and Bernard and Chris) may be the only FCA employee(s) who deserve to keep a job. June 25: bought Wrangler Sahara at Ourisman with cash July 1: 900+ miles away in Alabama, on week-long road trip with family in new Jeep, I remote started car. The wipers came on and would not go off, even when engine wasn't running and key was removed. The wipers would stop only when the fuse or relay was removed. Which meant that in stop-and-start rain, the hood had to be opened and the fuse or relay removed or inserted. Between Virginia and Alabama, it rains a lot in July. July 2: This was supposed to be the day we drove the new Jeep to the Gulf Coast, instead we drove it at 7:00 a.m. to the nearest dealer that had appointments available for the next three days. At the end of the day, the diagnosis was that part 68268178AE (Body Control module) was bad, but unavailable. We were allowed to get that part number only by overhearing the conversation between the Alabama Jeep Service Department and the FCA customer care when we arranged for them to talk to each other by holding our cell phone and landline phone close enough together for them to talk to each other. Chrysler Customer Care response: Justin, Lynn: I can't do anything for you, someone will contact you by 7:00 p.m. tomorrow, July 3...but "as a Jeep Loyalty customer, you'll get a loaner car while your car is in the shop." An hour and a half later while still on hold and waiting for instructions about how to get my loaner car: "We can't provide a loaner car. We may be able to reimburse you for up to $35 per day if you submit a receipt for a rental that you arrange yourself. You can talk about that tomorrow when your case manager contacts you, NO LATER THAN 7:00 p.m. tomorrow, and you’ll get her direct dial number" FYI, a comparably sized rental is over $80 per day, provided you return it to the rental location. I reinserted the wiper motor fuse because it was raining hard and we take our car from the dealer service department. The dealer service was willing AT NO COST to give us a backup fuse for the wiper motor circuit, just in case we dropped or broke the one that we would have to pull and insert every time we needed to operate or stop the wipers. July 3: Crickets...7:00 came and went, no contact from FCA Customer Care. July 4: Chrysler Customer Care (Karen): I'm sorry your case manager Emily did not contact you, she had to leave early yesterday. Today, July 4, is a holiday. I'm sorry there's nothing I can do for you.” Later, after listening to all of Eddie Money’s “Two Tickets to Paradise” on Muzak while I was on hold, (“We've waited so long” is repeated 12 times in that song) as Karen spoke to a supervisor (?):A case manager will contact you NO LATER THAN 7:00 p.m. TOMORROW (July 5). Email arrives with new case manager contact info. July 5: Around, 8:15 a.m. central time, I call new case manager Ashley's extension; her voice mail literally says, "Ashley is at home." Later in the morning Ashley tells us how sorry she is to hear about our situation – the stopping the car to pull and insert the fuse every time the rain conditions change. All this time, my wife and I have been working to get the part delivered to a dealer somewhere along our driving path, ultimately, we called Ourisman – the only bright spot in the FCA family -- to see if they could get the part expedited to Virginia. They call us back saying that the part is only available in Detroit and they will have one expedited. Ashley is so frustrated, twice she’s been on hold for over ten minutes ring to contact our dealer in Virginia and gave up on the call. FYI, Ashley, I’ve been on hold for over an hour in one call to FCA Customer Care. July 6: From Asheville, NC, we call FCA customer support, Garett answers. We explain the situation, state that we are not happy with our case manager Ashley, from whom we’ve heard nothing else. Garett says he wishes we had called HIM earlier. He would have gotten the part expedited and gotten the car repaired in Alabama, would have gotten us a comparable loaner car at no cost and would have gotten our car shipped back to us in Virginia at no cost. He’s going to try to arrange for that where we are now (Asheville, NC). Whatever. We decide to keep moving; we have other constraints on our schedule and frankly zero expectation at this point of an FCA representative providing anything other than a day of silence or an apology. Garett calls back later and claims to have arranged for a loaner. We explain that it’s too late, we’ve been burned too many times this past week to risk driving back to Asheville for yet another delay and disappointment. Garett is a little frustrated that his time (40 min.?) was wasted. FYI Garett, we’re on Day 5 of this adventure with our new car. He’ll make sure the part is available in Virginia and that we’ll have a loaner car when we get there. Good news from Garett -- the part is at Ourisman. Of course we know that because we begged them to expedite to Ourisman days ago and have already been contacted by Ourisman. This had almost nothing to do FCA Customer Care. Unfortunately, Garett reported, he was too optimistic about that loaner car, one would not be available, but if we rented a car, we might get up to $55/day reimbursed after the fact if we submitted our receipts. A five passenger SUV in Alexandria, Virginia rents for about $110-$130 per day. (This is exactly what I expected to hear in North Carolina when I did not return to Asheville to take up Garett’s too-good-to-be-true offer.) Garett said to call him when we were back home to discuss some measure of compensation for this fiasco. We drive home. We stop several times along the way to remove or insert the wiper motor relay (much easier than the fuse – especially when you’re in a rush under an interstate overpass as 18-wheelers are whizzing by in a pop-up summer thunderstorm.) Saturday morning, we drive the Jeep and my wife’s car to Alexandria (because no loaner would be available). Howard sees my furrowed brow and the steam coming from my ears as I get out of the car. He was sincere, empathetic and professional. He knew the frustration we had encountered for the past 6 days. He said he had the part in a bag with my name on it and was able to get a loaner car for us to use as long as our car was out of service – an actual loaner, not just a promise to reimburse us later for half the cost of a rental. He even apologized for it being a very generic minivan. Our car was repaired by the end of the day. Howard did two things that, up to this point, seemed impossible. (1) He got the car fixed. (2) He made me feel like someone actually cared about the experience we were having. Monday, July 9: Called FCA Customer Care to speak to my case manager. I’m not sure who that is now. Ian tried to transfer me to Garett. The call bounce to Sheila, who was surprised because she was trying to make an outgoing call. Sheila tried to transfer me to Garrett, but the call bounced back to Sheila, who was surprise to hear my voice again. Dial tone. I guess Sheila could not reach Garett’s line. I called back. Cecilia answered this time. Cecilia explained with great condescension that people take days off, and that if I tried to reach someone on a day when they we’re not at work, I would need to keep calling back on future days to see if they were in; and, today, Garett was not in. I asked if someone else could deal with my case. Cecilia: No, only Garett can handle the case. Me: Will Garett be in tomorrow? Cecilia: Hopefully he will be back. I can connect you to his voice mail. Me: Can I speak to a supervisor – a case manager supervisor? Cecilia: No. I can make a request for one to contact you. Cecilia speaks the line that, other than the cynically appropriate Eddie money lyric, is the most repeated and aggravating line I’ve heard for the past week: It will take 24 to 48 hours for a supervisor to contact you. More

New Grand Cherokee lease Frank Diaz was our sales consultant. He was sincere, low pressure and really worked to meet our needs. He was a real help and made the whole process q Frank Diaz was our sales consultant. He was sincere, low pressure and really worked to meet our needs. He was a real help and made the whole process quick easy and pleasant. Quick delivery on the car and great communication and enthusiasm from Frank. More

Wish I had gone here first This was the third dealership I went to and I wish I had gone here first. Not pushy but gave me the best deal. I would go here again. This was the third dealership I went to and I wish I had gone here first. Not pushy but gave me the best deal. I would go here again. More

My truck was supposed to be ready in 3 hours. Was told they Brought my car in for oil change she now having other problems with my steering wheel shaking Has no problems with wheel shaking prior The worst s Brought my car in for oil change she now having other problems with my steering wheel shaking Has no problems with wheel shaking prior The worst services was told by Jose he could not find my car.. More

Paul K Mamo, my sales person, and Robertothe manGer, were outstanding and pleasant to deal with. Great job gentlemen! I would definitely come back again and Mamo, my sales person, and Robertothe manGer, were outstanding and pleasant to deal with. Great job gentlemen! I would definitely come back again and they are 2 hours awY from my home. More