Ourisman Ford & Lincoln of Alexandria

If you need service on a hybrid, go somewhere else because this place is the worst. Even with an appointment and after waiting a week, we still didn't have a diagnosis for what was wrong. Worse, no because this place is the worst. Even with an appointment and after waiting a week, we still didn't have a diagnosis for what was wrong. Worse, no one from service will answer the phone when you try to get information, and they generally act like you're not worth their time. Absolutely terrible in every way. After a week of wasting our time and increasing aggravation, we picked up the ca rand went to Koons Ford. They figured out the problem in less than two days. We will never come to Ourisman Ford of Alexandria again. More

Terrible customer service! I called Tuesday morning to make an appointment to drop my Ford E350 van off for an oil change. I was given a 10:15 appointment the same day. They sa I called Tuesday morning to make an appointment to drop my Ford E350 van off for an oil change. I was given a 10:15 appointment the same day. They said they would call when it was ready. I called that afternoon and evening on multiple occasions since I had not heard anything, and no one ever answered the phone, it just went to voicemail. I left a voicemail but then called back the next morning and finally got a person who told me they hadn't been able to work on it yet because they have multiple large vehicles to service and only two bays that will fit my van. When I didn't hear back that evening I tried calling again, same deal, voicemail. Finally I drove over at 6:45 pm to get some things out of the van that I needed (because I didn't anticipate it still being there after 36 hours) and it had still not been touched. Thursday I called in the afternoon to ask if it was done and was told (after being put on hold twice) that they would start it that evening and try to finish it in the morning. It is now Friday afternoon and I have called several times today and not been able to get a human being on the phone (I tried the parts department too and no one answers there either.) I am furious that they didn't tell me when I made the appointment they might not get to it that day, and even more furious that they don't even have the courtesy to update me even once when there is a three day delay. It is an OIL CHANGE, for goodness sake! I have a big trip next week and wanted things checked over beforehand or I would have just changed the oil myself, but at this point I need the van this weekend and I am out of patience. Going to go over to pick up the van now and take it elsewhere to get looked at, and I will never be back here again! More

I only used the service department, because I thought it would be easier if I have a warranty issue. Think it’s time to move on. Scheduled a routine service while I waited. Arrived 20 minutes early and d would be easier if I have a warranty issue. Think it’s time to move on. Scheduled a routine service while I waited. Arrived 20 minutes early and discovered my service advisor was no longer there. James said he would take care of me. He ordered a Works service and told me to have a seat in the waiting area. Two hours later, my car was still not done. I asked the cashier what was going on, and she said she’d check. She came back and told me the car was “almost finished.” An hour later, she was leaving for the day, and other customers were arriving to pick up their cars. I stood in line with them. James was now at the cashier cage checking customers out. He said my car was ready. I asked him why it took three hours, and he said, “employees went home early.” I told him they could have told me, and I would have rescheduled. I also told him I was not a fan of the automated scheduled system. He gave me his cell phone number and told me to call him directly whenever I needed to schedule anything. One week later, I was returning from a road trip when the “windshield washer fluid level low” warning chime sounded. Clearly, the mechanic who serviced my car did not check the fluid levels. And now I wonder if the service was even completed? I tried calling James, but he did not answer. I could not leave a message, as his voicemail box was full. I called the main number and asked to speak with the service manager. I reached his voicemail box and left a message. Two days later, he has still not returned my call. I tried calling again today; James’ voicemail box is still full, and calls to the service manager still go to voicemail. I called back and asked for the general manager who was not in. I was forwarded to another service manager, and I received her voicemail. Let’s see if she returns my call. These folks don’t deliver good service, and they don’t answer the phone or return calls. Definitely not worth the aggravation. More

The worst service ever from Ourisman Ford! !!!! The General Manager, Lee Brooks, displayed the same horrendous service from the Service Dept. I am extremely disappointed after sharing my list !!!! The General Manager, Lee Brooks, displayed the same horrendous service from the Service Dept. I am extremely disappointed after sharing my list of frustrations - the lack of service I have received from his Service Dept, the lack of communication on the status of the parts for my car, how I had to wait nearly a month to get the parts, how I was called recently- the parts had arrived, how I made a 2pm service appointment and they tell me after being processed the service lane the mechanics leave at 2. It's Friday?!? WTH!!!!! Why would they schedule an appointment if they are unable to do the job????? They were looking for someone to stay late. I suggested to bring the car back and drop it off later that evening for early morning service. Cool. Not so fast. I heard from the Service Dept around noon. The car was ready for me to pick up. Great! I was excited. But then I thought to call back to make sure everything on the list was done. And of course, it wasn't. I was told they didn't have all the parts??? WTH!!!!! I immediately contact the GM and inform him of the extremely poor customer service I have been receiving. I spoke with him at length. I told him I use my car for business. He apologized for the poor service and.... "was going to take care of this immediately" and will speak with me soon. I waited and waited and waited for a status call. Never happened. I finally contacted Ourisman around 5:30p - asked to speak with the GM, Lee. The operator informed me Lee was gone for the day. I'll be damned!!!! Lee has left the building without informing any Manager, Assistant or Cashier anything about my car. Now I see. It starts at the top. The fact he did not feel the need to communicate with me after our conversation shows that he did not value me as a customer nor providing exceptional customer service. Had I not called back my car would have been locked in some gate for the rest of the weekend. As I explained to Lee I use my car for business. To bad this customer wasn't worth a call. Ourisman you failed miserably and cost me over $600!!!! If i can give you 0 stars I would gladly do it! More

UPDATED: I purchased a used Ford Explorer from the dealership and had a great experience with the sales process. I hit a bump in the road with an issue with the car and some miscommunication but we dealership and had a great experience with the sales process. I hit a bump in the road with an issue with the car and some miscommunication but we were finally able to resolve it. Customer service is how you handle the bumps in the road and I'm happy that they ultimately stepped up and were able to explain to me what had happened and offer a fair resolution. More

My experience at Ourisman Ford of Alexandria was awesome, the team of Sharnetta and Jeff made my decision to purchase easy. Their professionalism and knowledge of my certified used Escape made me feel at the team of Sharnetta and Jeff made my decision to purchase easy. Their professionalism and knowledge of my certified used Escape made me feel at ease. I would highly recommend Ourisman Ford of Alexandria when looking for a new or used car. More

Horrible dealership that doesn’t care about veterans or their customers in general. I am a retired vet and my daughter is currently serving in the Army. We both bought brand new trucks and immediately afte their customers in general. I am a retired vet and my daughter is currently serving in the Army. We both bought brand new trucks and immediately after signing the dotted line the chaos began. The finance department lied about being gone due to a loss in the family when she really just went on vacation. She didn’t process the military appreciation certificate and I did not find out until later when I saw the amount that I owed total. I was given empty promises about replacing a damaged part, and even now 7 months later they are still giving me the run around. Through the whole ordeal and after many attempts of trying to contact the general manager I ended up contacting corporate, I guess I’ll see what they do (or like the dealership, not do). Do yourself a favor and don’t spend your money at this lack of customer service and customer care place. Horrible “business” More

Gavin Kaiser went above and beyond to make sure that we were taken care of. Drove three hours to deliver and was very very informative and helpful through the whole process. were taken care of. Drove three hours to deliver and was very very informative and helpful through the whole process. More

We saw a pre-owned vehicle on the website and called. Quentin Walters provided us quick responses to additional questions and request for more photos. This encouraged us to travel 100 miles to see the Quentin Walters provided us quick responses to additional questions and request for more photos. This encouraged us to travel 100 miles to see the vehicle, which was as presented on the website. Upon our arrival we were shown the vehicle and encourged to inspect and drive. General Manager, Shawn Allen worked with deligently with us to provide the vehicle within our budget and Ted Mixon got us through the paperwork quickly. The vehicle was inspected once more by the staff to ensure everything was satsfactory before our departure. This was a great experience and we would do it again, especially with the staff we met. The exchange was totally transparent, no gimmicks just honest service. When looking for a new or used vehicle, make sure you check in with Oursman before you make your final decision. More

Great experience I’m am very happy with my purchases!! Ourisman Ford & Lincoln really stepped up and made the impossible possible. Had wonderful service from Tyra made are purchase very easy. She also was Ourisman Ford & Lincoln really stepped up and made the impossible possible. Had wonderful service from Tyra made are purchase very easy. She also was very helpful with all my questions and bringing us vehicles to test drive. If you are looking for a vehicle with class this is where you need to be. I ended up trading in both of my vehicles so now me and my wife is part of the Lincoln family. I think she was more excited than I was, I guess because this is her first luxury vehicle🙂 More