Ourisman Ford & Lincoln of Alexandria

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

Avoid at all costs unless you want a Deathtrap!GM’s Avoid at all costs unless you want a Deathtrap! GM’s words “it’s a risk buying a car”. I spent $54,000 on a used Escalade. I live 300 miles away so I Avoid at all costs unless you want a Deathtrap! GM’s words “it’s a risk buying a car”. I spent $54,000 on a used Escalade. I live 300 miles away so I was handed to Armin the sales consultant to do a video walk around. I asked multiple times are there any noticable scratches or dents because I can’t see that well via facetime. Armin stated theres nothing wrong at all, the vehicle is flawless. It looks like it was in the showroom still! I booked a flight the same day. Hour drive to the airport, $250 flight down from Ny to VA. Arrived almost 945. Armin and finance manager were nice to stay and wait for me, now I know why. I signed my papers and went outside (1030pm in the dark on the side of their building) I also now know why. Car looked ok in the dark. I looked around the car and seemed ok. Get on the road for a 5 hour trip home. Vehicle dash and mechanics reset on me with an error to service driver assist system. Didnt think too much of it. Drove home and parked the car at 4am. 9am wake up and go outside excited to show my wife her new car and immediately notice that not 1, not 2 but all 4 doors have severe damage that was covered up. Deep scratches and a terrible repaint job on the drivers door. I immediately text Armin who gets me in touch with a very condescending manager named Shawn. Basically telling me I bought the car and theres nothing they can do. I relied heavily on this sales person to be my eyes and to give me an honest valuation on the cars condition and was lied to. I hired a local mobile detailer to attempt address the issues. I make this clear to Armin via text and Shawn on the phone that he was coming Friday to try and repair. $500 later they were able to lighten the drivers door paint job but theres still a crease. Passengers side is only repairable by a body shop. Send invoice to Armin. Shawn calls and flips out that he was only expecting an estimate when I clearly told him they were coming to attempt a repair and he said “hopefully theyll be able to handle it, lets see what happens”. Suddenly he has no memory of this convo and says he can offer me $200. The doors will easily cost $1500-2000 to fix. This suddenly became the least of my concerns last night as Im driving my pregnant wife , 2 year old and 4 year old home doing 70mph on the highway and the entire car shuts down as im driving. Dashboard goes out, headlights go off and engine stops!!!! About 8 seconds later everything comes back on as Im Terrified Pulling over. I Take pictures of the dash with the same message again and immediately email shawn and armin to have a manager or owner please call me in the am. Drive home super cautious now as this vehicle could potentially kill my family. Wait all day. No call. I call shawn and he never read my email. Explained situation he refers me to the GM, Lee. Lee calls me later on and I explain my frustration about the damage and the dangerous situation and he says “we can offer you $200”. “Thats all we can do”. “I would suggest not driving the vehicle and having it towed somewhere to have it fixed.” “Its a risk buying a car”. I just spent $54,000 on a car, was severely mislead on its condition and now im risking my life, my families lives and other peoples lives by driving it. So Im out $500, plus I need to pay a body shop to repair the damage (The GM says well thats something you want to do I cant help you with that) I actually dont want to do that I just want a vehicle in the condition the sales consultant told me it was in, not scratched to all xxxx. Im now also going to have to pay for a tow to the nearest cadillac dealer 45 miles from my house and be without the car I just bought 2 weeks ago while they fix the mechanical issues. The GM hopes its covered under his Ford warranty. This place is a disgrace to reputable dealerships. I’m preparing my story now for my 178k Instagram followers and 82k facebook fans. They’re going to have a field day with this. All I know is youre lucky I didnt crash with my family in the car!Terrible, Terrible, Terrible business!!!!!! Karma will handle you guys. AVOID. More

Had a scheduled appointment for recall work. Upon arrival the service fellow stated "gee, hope we have the part, guess we will call you later". This was 0730. At 1430, still no call, after several messages the service fellow stated "gee, hope we have the part, guess we will call you later". This was 0730. At 1430, still no call, after several messages and phone transfers, no replies. At 1700 I received a call from the service guy stating they had the parts that they had to order , but no bay to put the van on to replace the parts !!! We could pick up the van and schedule another day or leave it overnight to see if they could get to it the next day !! We left it with the understanding that the service manager would call us in the morning to see if he could do it that day. At 0930 I stated calling to check the status, messages left, no return calls. Finally at 1130 the service fellow called and said it was on the rack and he would call when it was done ! Received call that van was ready, "just come to check out, get paperwork and van would be brought to me ! " After waiting 35 minutes and another customer that came after me received her vehicle, I started to inquire. No apology or explanation, just here is your van ! We have purchasaed two vehicles from this dealership, there will not be another one !! More