Ourisman Lexus of Rockville - Service Center

From Dallas To Maryland I drove my Lexus from Dallas to Maryland and a week after I arrived in Maryland my oil light and check engine light came on. To my disappointment the I drove my Lexus from Dallas to Maryland and a week after I arrived in Maryland my oil light and check engine light came on. To my disappointment there are no "Park Place" Lexus' in Maryland. I decided to just visit the closest Authorized Lexus dealer. I arrived at Lexus in Silver Spring MD. I pulled in to the "Service Lane" and waited. After waiting 5 minutes I locked my car and wondered inside the service area. There were 4 people crowded in the service desk area and one guy standing in the rather small lobby. No one really spoke to me or acknowledged me when I first appeared in the lobby. Finally, the one guy that was standing in the lobby (chatting with the 4 employees located behind the service desk) asked if I needed any help. This guy never really looked at me and was super tall so just kind of looked above my head while he spoke in my general direction. Definitely not very friendly....sooooooooooo opposite of Park Place Lexus Dealers!!!!!!! I told the tall guy that I needed an oil change. While he kept looking around he asked if I planned on waiting. I said that I would like to wait. The tall guy said that it would be at least 2 to 3 hours if I didn't have an appointment. Never offered a loaner car or anything else! I took back my car key and went back to my car. While in the Silver Spring Lexus service lane I googled all of the other Authorized Lexus dealerships. I found a dealer in Rockville. I called the Rockville dealership and told them what problems I was experiencing with my car and asked if I needed an appointment. The receptionist said that I didn't need an appointment and that they take people without appointments. I was surprised that no one from the Silver Spring dealership ever came out to my car to try to save me as a new customer and possibly new business. After all, I will need to have somewhere to take my Lexus and I only take my car to Lexus dealerships! Plus one day I'll trade in my old car for a new! I've done that 3 times so far! I'm looking for a New business relationship. I arrived at the Rockville Dealership in a half hour. There was a greeter there to inform me that someone would be with my shortly. The greeter stayed with me and was pleasant until one of the service advisors was available. I wasn't too happy to hear the bad news about my "check issue" light issue but I was very happy that I was helped right away and was on my way to repair! The waiting area was nice with complimentary refreshments and comfortable areas to wait while your car was being repaired. I have to be honest the overall customer service was not the friendliest at the Rockville location but they assisted me the minute I drove up! I hope someone from Texas reads my feedback! Texas Lexus dealership truly spoil their customers..................HANDS DOWN!!! The next time I have a problem with my Lexus I might try the DC Lexus dealership...at this point it's a crap shoot :-| Good Luck!!! More

Makes everything easy-repair or purchase They are far superior than the Lexus dealership we have to use in Florida. People are nicer and they are more upstanding. After dealing with a Florida They are far superior than the Lexus dealership we have to use in Florida. People are nicer and they are more upstanding. After dealing with a Florida dealership after only dealing with the Rockville Maryland dealership I see that all Lexus dealerships are the same. Whatever the Rockville dealership is doing they should keep it up. More

Prices are ridiculous thank God for Joe Harris Joe Harris is a first class service partner who takes the time to thoroughly explain the issue in very friendly yet professional manner he is quick to Joe Harris is a first class service partner who takes the time to thoroughly explain the issue in very friendly yet professional manner he is quick to build rapport and trust I always ask for Joe!! More

Consulting regarding load bars and rails Talking to Bernie Kitts is always a pleasure - he is outstandingly knowledgeable about Lexus cars...he gives very useful advices. He also know a lot a Talking to Bernie Kitts is always a pleasure - he is outstandingly knowledgeable about Lexus cars...he gives very useful advices. He also know a lot about science! More

Customer service extraordinaire! We purchased our new Lexus over 2 years ago. We purchased a new garage door opener and we were unsuccessful in linking the new garage door to our hom We purchased our new Lexus over 2 years ago. We purchased a new garage door opener and we were unsuccessful in linking the new garage door to our homelink system in our Lexus. This allows us to open and close the garage door from our car. After spending hours...and I am not exaggerating...following the directions that came with garage door opener, after making multiple calls to the garage door installer, after calling the garage door manufacturer, after watching at least a dozen Youtube videos, after swearing at our new garage door...I called Seth, our car salesman from over 2 years ago and asked for assistance. He, and the Lexus Technical Specialist, Bernie Kitts worked together to link our car to the new garage door opener. I was so grateful and amazed at this remarkable act of kindness and customer service. I would not go anywhere else to buy a car. Thank you Lexus of Rockville and Seth and Bernie!!! More

They damaged 4 of my wheels My 08 lexus IS was bought new and serviced regularly at lexus of Rockville whenever I'm in town, everything has been fine so far until just two days a My 08 lexus IS was bought new and serviced regularly at lexus of Rockville whenever I'm in town, everything has been fine so far until just two days ago they have damaged all four of my brand new wheels from a wheel balance service. The issue now is that they were trying to deny that they have done the damage and now they are in the process of showing the wheel to one of their wheel repair guys and if they do take responsibility for their mistake I'll be able to forgive about the attitude they gave me and give a better rating but so far 1 star for the service. They tried to say that my wheels are dusty and sounds like our car is not important looking down on the car which doesn't make sense because the wheel only has some brake dust from the brand new $1200 brake job performed just last week by lexus of Rockville and the response from their manager I got so far is that they said if the wheel repair won't cost much they will pay for it and they sounds like they don't want to take the responsibility if it cost much! They also tried to say that we got our new wheels with the damage already on it, which doesn't even make sense because who will buy something like that? Whenever I picked up the car from their service I made sure there was no damage at all and there wasn't any when I picked up my car last week after the brake job and just two days ago when I picked up the car from service I found the damage on all the wheels. I'll keep my status updated. More