Ourisman Hyundai of Laurel - Service Center

The Service Center at Ourisman Hyundai in Laurel is horrible!!! Everyone from the workers to the manager is completely unresponsive. They lie when they claim that they will call you back. These peo horrible!!! Everyone from the workers to the manager is completely unresponsive. They lie when they claim that they will call you back. These people don't answer the phone. They don't return phone calls. It is hard to even get a basic update on your vehicle. They kept my car for months, with no urgency to get back to me. I finally had to show up, without notice, to get my my car back. I would not recommend my worst enemy to get their car serviced at this location. Find somewhere else to fix your car!!!! More

BAD EXPERIENCE! ! I took my Hyundai about four months back for oil change dropped it of @12:40pm, and was informed that my car will be ready before I get off from wor ! I took my Hyundai about four months back for oil change dropped it of @12:40pm, and was informed that my car will be ready before I get off from work @4pm per Pumpkin, and was supposed to be picked up was raining really hard office was closed ,but me still standing in the rain waiting and was never picked up. After 4:45pm. one of my coworkers saw me still standing outside ask if she can drop me off. she dropped me off at 5:15. when i got there neither to say my SUV wasn't ready. I asked to speak with the Manager Michael Goldberg was very dismissive acted like he didn't to hear it.. after I keep explaining to him he then said he was sorry, but being sarcastic .Fast forward came back (regret it)on 12/14/2023 dropped car off again at 12:40 same situation happened again with Pumpkin . The dropped off young guy Neomaya said Pumpkin told him to come pick me up.. said will call me when is ready per Pumpkin told me in an hour and a half.. from 12:30 dropped off. Again coworker dropped me off.. Neomaya saw me dropped off asked me what was I dong here. i informed him I was supposed to be picked up over two hours ago. Again asked to speak to Manager he said why this keep happening to me.. said I was the only one. I was really upset for him to even said that. After I spoke with him again. my car was ready 30 minutes later. I saw Neomaya walking by asked if he can asked for my key..by then i was ready to go.. He brought me someone elses car key.. 10mins later Pumpkin brought my key of course no apology. didn't even tell me where was my car. I had to look for my own car, I walked back in to ask where was it park. the driver came to help look for it. neighter to say I'll not be returning. More

I had an awful experience at Ourisman Hyundai today. I originally purchased my 2021 Hyundai Santa Fe from Ourisman Hyundai and have tried to leverage the same dealer for service. I had tried to call I originally purchased my 2021 Hyundai Santa Fe from Ourisman Hyundai and have tried to leverage the same dealer for service. I had tried to call for service but could never get an individual on the phone so I ended up booking an appointment online. I received several reminders via text and email leading up to the appointment so the appointment was clearly scheduled. I dropped my vehicle off the night before my appointment which was 8:20am the next morning. My Santa Fe has several outstanding recalls that I wanted addressed and the 32,000 service. After not hearing from them I called several times the afternoon of my service and left two voice messages to be called. I also checked the real-time status link that they had texted me which only showed the check-in as complete. I called the following morning and left another message and then a 4th voice message in the afternoon. I spoke to the receptionist who was very polite and assured me that she would let them know to call me. I ended up going to the dealership at 5pm on the second day after my appointment because I had received no call or update. They had performed no work on the vehicle, apparently needed a part for one of the recalls despite my booking the appointment 7 days prior for this service. I expressed my frustration and was offered no apology. I needed to go to Virginia for work the following day. They could not provide a loaner and expected me to leave or take the car. I was informed by Vincent Hammond that he was out of the office for two days but was assigned as my service advisor. Vincent decided to cancel the service call and I would just need to reschedule at a later date. He would not give me a copy of the paperwork that he had because no service was performed. I feel like the appointment was just canceled to hide the lack of service and lack of response even though they had the vehicle for 9pm on Monday through 5pm on Wednesday, I am extremely disappointed and am looking for other service options. I can't believe that I uplifted my warranty at the time of purchase and am receiving this level or lack of service. So Frustrating! More

Terrible service. Deceptive. Plan to wait hours and hours. Avoid this place. Go somewhere else for your car and service. Deceptive. Plan to wait hours and hours. Avoid this place. Go somewhere else for your car and service. More

Just wanted to let y'all know that this is been the worst experience of all my time with Nissan Ourisman of Laurel. This is not the first time that we have purchased a vehicle but this is the first time that experience of all my time with Nissan Ourisman of Laurel. This is not the first time that we have purchased a vehicle but this is the first time that we've had the worst experience ever. our sales person was Nick we purchased the vehicle 3 months ago and it was a 2022 Nissan Rogue it did not come with a remote push start in the vehicle but the paper on the outside of the vehicle that stated the price and then emites of the vehicle stated that it was a remote control start. we ask Nick if we could get the remote control start in the car and he stated that we had to wait 3 days and all the 2022 Vehicles would get a remote controlled start. well those three days came and then as a direct result they told us that we had to pay $650 in order to receive a remote control start. I don't understand why we have to pay for something that was supposed to come equipped in the vehicle. well in addition to all of that who bought the vehicle back to them in order to receive the remote control start to come to find out that they quoted us $480 for the remote control start. took the vehicle back to them to get it serviced and get the remote control start in and then when I went to pick up my vehicle they charged us $680 in order to have the remote control starter put in. it wasn't even a push start it was the remote control start on the key fob yes. That is bad business because that is not what was supposed to be given to us as a direct result of the Miss information on the paperwork and in the instruction manual. Needless to say I will not be patronizing this business ever again because a man is nothing if he is not judged by his word. You say one thing and then you do another I do not appreciate being pushed around and lied to just for the sake of a dollar. oh by the way that's a $32,000 vehicle and you can even give me what I asked for and I had to pay another $680 for something that is already supposedly be equipped in my vehicle. the vehicle was supposed to be fully equipped. So much for that they just wanted my money and get me off of the lot. More

Unrealisticaly horrors dealing with the people at this dealer. We had problem after problem with the turbo on the 1.6 liter engine. We called and called and the service people just won't pick up the pho dealer. We had problem after problem with the turbo on the 1.6 liter engine. We called and called and the service people just won't pick up the phone and/or just not call you back at all, not even to give an update. They had our Tucson from Aug until just recently the end of November. But, I was told there were at least 12 cars in the back that all needed a new engine. They just gave us the run around in trying to see if Hyundai would pay for the new engine and that would let us know if we could just sale it while it's in the shop. Kept reaching out to them and nothing. Then they took the loaner car they had givien us and then decided they needed it back for some off the wall reason. That left us to have to get a rent a car on our own and it cost $2000 for just two weeks of renting. Called the dealer to find out if they will reimburse us of our $2000 or at least some of the money. No response yet again. Finally at the end of Nov the service manager calls to tell us that the car was ready and then proceeded to tell us that he wants to see 5 star, who does that. After all that they think they did us a favor when it was all on them and their doing that got us to where we are. We tried and tried to see what they could offer us outside of another Tucson. We looked at the Santa Cruz/Rogue and Santa Fe. But, they wanted to run our credit and we aren't at the place for any dealer to run our credit over and over again. My partner Kelvin tried to get someone to get back to us on a Mazda CX-5 but yet again no call from the sales person Alex or management. There's no way that I'm going to purchase another car from here. This Ourisman dealer has gone complelely down hill and we weren't going down with the ship. To me customer care is out the window with them. There was a manager that was being talked to by one of the finance people about what it was we were trying to do. As we walked passed, I heard him loud and clear telling the finance person "why are you coming to me with this." I thought that was rude and disrespectful for him to speak to her in that manner and to let other customers hear him say it also is no in my realm of how business is conducted. So, they get 5 stars for horrible. It just go so bad that we reached out to Christopher Ourisman to tell him what was goin on at this Laurel dealer. Sad when you have to get the owner involved. Kobie Cole Kelvin Saunders More

Good morning to whom it may concern,I'm issuing a Good morning to whom it may concern, I'm issuing a complaint against Ourisman Hyundai/Nissan/Mazda of Laurel. I received a letter in the mail that Good morning to whom it may concern, I'm issuing a complaint against Ourisman Hyundai/Nissan/Mazda of Laurel. I received a letter in the mail that there was a recall on a number of vehicles including mine. I called the dealer and they told me that they didn't have the part to do the work that the recall asked for. They said they would give me a call back once the part came in. No one ever called to let me know if the part had come in as yet or not. They said that it should be there by May 4th and we made an appointment for me to come into the dealer to get the work done. I asked if they had a loaner, clearly i had an appointment and that should've been the first thing to think of the customer and if they'd have the time to sit around for 3 to 4 hrs to get the part put on. I found it to be erroneous and lack of care for the customer. When I asked about the loaner there was a loaner car that had the words loaner on the back window. But, yet the service agent said no. If what I'm coming into the dealership to get work done on my vehicle that's no fault of my own. I feel as though there should be a loaner car or a rental car available. As everyone doesn't have time to sit around in a dealership especially now with COVID-19 running rampant. I didn't feel comfortable up in there, personally. Sometimes it feels as though the dealer is trying to get over on somethings that need to be done to my vehicle. Service agent called me to let me know that other work needs to be done on the vehicle and one was that I may need new tired and a alignment. I had just had the truck aligned and put 4 new tires on the truck 2 weeks before my appointment. So, that gave me a sense of them trying to just pull a bunny out of a hat. Unless things get better with service, I will no longer be bringing my vehicle there and I will advise those that I had referred there once. I will let them know to go else where. Best concerns, Kobie Cole Kelvin Saunders More

Nick is the man. He will literally help you with ANY type of situation you’re going through and he’s STRAIGHT to the point. I want to thank him for helping me buy my very first car. And for being patient a/ of situation you’re going through and he’s STRAIGHT to the point. I want to thank him for helping me buy my very first car. And for being patient a/ me too! You’re awesome Nick More

Best Sales person I've ever worked with Nick Cutlip is the best,he said he would get me into a car and he kept his word. His experience got me the car I wanted and it didn't take long at all Nick Cutlip is the best,he said he would get me into a car and he kept his word. His experience got me the car I wanted and it didn't take long at all. Thank you so much for all you done in helping me.Your great customer service is very much appreciated and I'll be back again for my next car. 😀😀😀😀 More

Expensive part replacement resulting in car's worse condtion On July 16th 2018 my husband took our 1996 Mazda Protégé to Ourisman Mazda to get the check engine light issue resolved. At that time my husband also On July 16th 2018 my husband took our 1996 Mazda Protégé to Ourisman Mazda to get the check engine light issue resolved. At that time my husband also mentioned that the ride is rough and makes some noise while going over bumps. The service representative after inspection said that the rough ride and noise is due to the bad condition of rear struts (shock absorbers) and replacing them with new struts will solve the problem. NO MENTION WAS MADE to the effect that the front struts are also bad and that both may have to be replaced and since it is an old car the problem may not get solved with replacing only the rear ones. Since our Mazda was in a very good condition and a very reliable vehicle in spite of being an old car, we decided to get it done in the hope that the ride will be smooth. We were charged $2061.15 out of which $1535.95 was for the struts replacement (parts and labor ). Once I started using it I noticed that the ride has become a lot worse to the extent that the car jumps when going over even tiny bumps in the road and it is almost impossible to drive on roads which are less than perfect- a condition which was not at all the case before. So Mohan went to Ourisman dealer and explained the problem. They took a look at it again and said that since the rear shocks became improved due to the replacement of rear struts, the problem due to the old front struts are now more pronounced. They gave an additional estimate of $1165 to replace the front struts and also said that even replacing them may not fully solve the problem as it is an old car . Then my husband asked him that in that case why was he not informed this before replacing the rear struts costing us $1535.95. The owner admitted the service representative should have probably told him that. So my husband asked for a refund of the amount ($1535.95) as our car is in a worse condition than before. The owner refused any refund. More