Ourisman Mazda of Laurel - Service Center

"Professional Customer Service" Emil Mason at Mazda provided me with excellent, knowledgeable and professional customer service. Recently, I made an appointment for a basic oil chang Emil Mason at Mazda provided me with excellent, knowledgeable and professional customer service. Recently, I made an appointment for a basic oil change, to include, diagnostics/full circle service. What was found was that both inner drive Constant Velocity (CV) axle boots needed to be replaced. Thankfully, this was detected because there was no clear warning that there was even any defect. Emil thoughtfully updated me throughout the entire process and he also arranged for the courtesy shuttle to pick me up in order to complete the process. When I drove off the lot I immediately felt the difference in handling. I am glad to be part of The Ourisman Mazda Team! Thanks All!! Barry F. Warken More

Stay away -- rude, aggressive, predatory service Do yourself a favor and stay away from Ourisman Mazda in Laurel. I bought 3 cars from this dealership over the last 10 years, because they had com Do yourself a favor and stay away from Ourisman Mazda in Laurel. I bought 3 cars from this dealership over the last 10 years, because they had competitive prices, despite some very aggressive sales tactics on the extended warranty. This might have bought me a little courtesy when it came time to get a warranty repair, but no. THE DEALERSHIP WILL TRY TO RIP YOU OFF THE MOMENT YOU WALK IN THE DOOR FOR SERVICE, PARTICULARLY IF YOUR CAR IS STILL UNDER WARRANTY. I went in to get a stereo console button fixed, and the first thing the service manager (Vince) told me, very aggressively, was that if the dealership determined that the problem was not covered by the warranty, I would have to pay a $149 diagnostic fee for them just looking at the button. And he made it very clear that the dealership would look for any reason to determine that the problem was not covered by warranty ("we get customers all the time that spill liquids on their stereo consoles, and that voids the warranty.") I was very concerned to leave my car with Vince, but did so anyway. The next day, when I called for an update, he grudgingly told me that the repair would be covered by warranty, and that the part had arrived and the car would be fixed later that day. But at the end of the day, when I called back for an update right before closing time, he told me the part had not arrived yet, and said that he did not recall telling me exactly the opposite two hours earlier. He just flat out lied, and I don't use that word lightly. At that point, I'd had enough, and asked for my car back to go to another dealership. I should add that I had a similar negative experience when my battery died on a Mazda 3 with fewer than 20,000 miles. My wife called the dealership for help, and the service manager rudely told her that the battery might be covered by warranty "if you just bring the car in." We called Mazda roadside assistance three times, and could never get through, so we were facing an expensive tow, and just decided to have AAA replace our battery at our home. We then took the car in to the dealership to have them turn off the "check engine" light. Vince told me that the dealership would charge me $149 to do anything relating to the check engine light unless they did a warranty-covered repair. When I complained, his boss came out and told me that I should drive to Advantage Auto Parts "because if they are not busy they'll check the light and reset it for free, it only takes a few minutes." Really? That's how you treat a customer? Drive down the road and see if you find someone who cares, rather than do themselves? Vince told me that they would make no exception for me "because you have a Jiffy Lube sticker so I can see that you don't get your oil changes with us." He repeated this at least three times. I would also mention that while I was dealing with these frustrations at the dealership, two salesmen were standing outside yelling at me from across the lot that I should trade my car in and get something bigger. I will never set foot in this dealership again. Rude, aggressive, predatory service, and no regard for long-term customers of the dealership. There are other Mazda dealers in the area, and I will drive the extra miles to avoid Ourisman. If you don't believe me, just call these guys, and see how rudely they pick up the phone. Their attitude is that if you are stupid enough to take your car to them, you deserve whatever they do to you. More

Never again! I am extremely disappointed when I left your lot yesterday evening. Prior to owning my (now) Mazda6, I would routinely bring my Mazda3 vehicle in to h I am extremely disappointed when I left your lot yesterday evening. Prior to owning my (now) Mazda6, I would routinely bring my Mazda3 vehicle in to have maintenance work done. My profession requires me to drive more than the average person and therefore maintaining my car was a must. I trusted your dealership to take care of me and although I spent A LOT of money, I was always satisfied. So much, that in 2014 I traded in my Mazda3 for my current Mazda6 vehicle. Again, highly satisfied. It wasn’t until at 34,926 miles later I had to replace my left headlight bulb at $70.90. The right bulb at 41,202 miles at $74.08. The left bulb at 40,879 at $77.70. The right bulb at 62,498 at $77.70. The left bulb at 82,905 at $98.77. The right bulb at 85,150 at $163.23. The left bulb at 89,314 at 29.01. The right bulb at 96,346 at $121.67. And finally BOTH bulbs at 121,444 at $55.06. Yes…I drive more than the normal person but I also have been driving long enough to know that high miles will affect a transmission, the breaks, a belt, the tires, the starter, water pump, you name it…it does not affect headlights. I’ve taken my car to your service center ten times for the same issue. Spent almost $800.00 on light bulbs only to be told that if I want additional diagnostics done, it will come with a cost at a starting price of $460.00, THE STARTING PRICE!! I still had to pay $55.06 for a light bulb I just got replaced less than 12 months ago. $800.00 later and NOW your dealership files a claim with Mazda? NOW your dealership suggest additional testing after I spent $800.00 on LIGHT BULBS!!!! I could have used that $800.00 to have this additional diagnostics done 9 trips ago! I’ve already spoke with your GM, Danny Rosenfeld. Apparently this issue seems completely normal to him. I should step in your service departments shoes and understand they see many customers and most likely didn’t recognize the issue. ALTHOUGH EVERY TIME I WALKED IN THE SERVICE I WAS GREETED WITH “YOURE BACK AGAIN FOR HEADLIGHTS.” It was also brought to my attention many times that my factory warranty had already expired after the first incident and there was pretty much nothing Mazda could for me. However, when I bought the car in 2014 your dealership allowed me to drive off the lot only to call me a week later saying my financing fell thru. Because I drive A LOT I ended up putting too many miles on the car within a week. In order to get the financing to go through, your dealership had me sign saying I purchased the vehicle with no mileage…it had 6,000 miles!! Perhaps if your dealership did not suggest that (and if I was smarter in this situation), I may have been covered under the warranty when this first started. I am beyond frustrated and disappointed. Never again will I step foot on your lot. More

I recommend avoiding Ourisman Mazda in Laurel, Maryland for Mazda service. My personal experience results in my opinion that Ourisman Mazda service department staff are either unqualified to accomplish se for Mazda service. My personal experience results in my opinion that Ourisman Mazda service department staff are either unqualified to accomplish service, that they are dishonest, or perhaps both. My Check Engine Light on my RX-8 illuminated. I called Ourisman Mazda and was told that the diagnostic test would take around one-hour. I took my RX-8 to Ourisman Mazda and the diagnostic test was performed very quickly and far shorter than the one-hour period that I was advised that it would take to complete the test. This shortened and abbreviated test made me think that the test did not allow for properly assessing the performance of the engine with the diagnostic software. I was informed that my RX-8 needed new spark plugs and rotors. This seemed unusual as the car had been driven less than 16,000 miles. I was informed that I needed to have approximately $800 in repairs including new plugs and rotors as soon as possible or I risked damaging my engine. I took my RX-8 for a second diagnostic test to Russel Mazda in Ellicott City, Maryland. The technician completed the diagnostic test and identified that there was an infrequent misfire not indicating bad spark plugs and coils. Further examination revealed that on a previous oil change, oil had been spilled from the refilling port onto the sensor and air filter causing the Check Engine Light to illuminate. The technician at Russell Mazda cleaned the spilled oil and sensor and the Check Engine Light was reset. No further problems have occurred and the Check Engine Light has stayed off. It is important to note that Ourisman Mazda completed the prior oil change on my RX-8. I wrote a letter to Ourisman Mazda expressing my concern addressing the results of the diagnostic test that they performed. I received a phone message from Andy Cohen, Head of the Service Department. Despite repeated return calls to Mr. Cohen, I was never contacted by him. When I finally reached him, his stated that he did not call me as he was on vacation and taking training. Mr. Cohen told me he needed a copy of the service record from Russell Mazda to ensure his technicians were trained correctly. When I provided the copy to Mr. Cohen, he took no further action. While I advise you to avoid Ourisman Mazda, I highly recommend Russel Mazda. Russel Mazda Service Department representatives are very customer oriented and make the extra effort to ensure that the customer is pleased with their work. More

My car had a clutch replaced due to a problem with the pressure plate. To replace the clutch the subframe front axles and transmission had to be removed. Noticed a noise develop after the repair and ha pressure plate. To replace the clutch the subframe front axles and transmission had to be removed. Noticed a noise develop after the repair and had my car inspected at a different dealer. The passenger side axle nut was stripped and falling off due to improper installation. The only time the axle was removed from the car was at Ourisman Mazda for the clutch repair. Returned to Ourisman Mazda and the car was inspected by the service director Andy. He stated there was no way his tech could have installed the axle nut wrong and would not cover the repair. The GM of the dealership accused me of doing the damage when I swapped winter wheels/tires for summer wheels/tires. This even though the axle nut is not touched in removing/reinstalling a wheel/tire. In the end the dealership should be liable for replacement of the damaged axle. Keep away from Ourisman MAzda f you may suffer the same fat from shoddy workmanship. More