Ourisman Mazda of Rockville

Friendly, efficient, met deadlines Explained all steps Provided hands on demo of computer screens. Will use next time. steps Provided hands on demo of computer screens. Will use next time. More

I purchased a new Mazda from Ourisman Mazda in 2022 and paid for a 10-year/100,000-mile warranty plus a tire warranty. Now, three years later, when I need to use the warranty, I was shocked to learn it had paid for a 10-year/100,000-mile warranty plus a tire warranty. Now, three years later, when I need to use the warranty, I was shocked to learn it had been changed without my consent to a 6-year/100,000-mile warranty on the day of purchase. I contacted the dealership four days ago, provided my original warranty documents as proof, and was told they would fix it. However, I have yet to receive any resolution or even a response from the general manager. This should be a simple fix, yet I am still waiting. This mistake was not mine, and I expect it to be corrected immediately. Very disappointing experience. More

Everyone, Jacky, Keller and Ryan made it an easy transaction. Jacky has been very helpful with questions after I got car home. transaction. Jacky has been very helpful with questions after I got car home. More

Excellent service. Friendly staff is quick on paperwork, communicate clearly on the services being done. It was done same day and I picked up my car in the afternoon. Z Friendly staff is quick on paperwork, communicate clearly on the services being done. It was done same day and I picked up my car in the afternoon. Zero cost because I had a service contract. More

🚨 Repeated Service Failures, Dishonest Practices & Poor Management – AVOID THIS DEALERSHIP 🚨 I’ve been a Mazda owner for over a decade, but after multiple horrible experiences at Ourisman Mazda of Rock Management – AVOID THIS DEALERSHIP 🚨 I’ve been a Mazda owner for over a decade, but after multiple horrible experiences at Ourisman Mazda of Rockville (May 2024, Jan 2025, and Feb 2025), I will never return. This dealership is poorly managed, dishonest, and refuses accountability. May 2024 – Overcharges & No Communication Quoted 2-3 hours for service but waited all day with no updates. Given a loaner at closing with no prior notice. No one contacted me when my car was ready. Three days later, I called and was told it had been sitting there since the day before. Final bill was $300+ higher than quoted—corrected only after I pushed back. After I left negative feedback, Service Director K. Jones called, apologized, and personally scheduled my January 2025 visit, promising better communication and a dedicated advisor. January 2025 – 7-Hour Wait & Damage to My Car Scheduled routine maintenance (quoted 1-2 hours) and a full detailing. Waited from 10 AM to 5 PM with no updates—only received a last-minute text: “Your car is ready.” The "express detailing" was just a standard car wash—they never cleaned the interior. Interior was still dirty, and my previously undamaged car now had dents and scratches. Service Manager Phil admitted fault and promised I’d get an email from Service Advisor Oz to schedule repairs. Instead, I was ignored for over a week. Emailed Oz—no response. Called multiple times—was hung up on twice. Told Phil would call me back—he never did. Left multiple messages for K. Jones—never received a response. Only after escalating to GM Loc Truong did anyone respond. February 2025 – Lied About Repairs & No Priority on My Car Dropped my car off Feb 3rd for dealership-caused damage repairs. Feb 5th: Told my car would be ready that morning. Feb 6th: Told, "We actually have no idea when it will be ready." Feb 11th: Got an email (12:07 PM) and a text (12:20 PM) saying my car was ready. Feb 11th (1:28 PM): Asked Keith to confirm repairs were actually done before I arrived—no response. Arrived and was told they didn’t know where my car was. When my car finally arrived: The primary repair—the dent—was never fixed. Phil told me, "The team must've been too busy and not gotten to it." My car was there for 1.5 weeks, yet the main repair wasn’t even done. The damage wrapped around the entire passenger side—from the trunk to the front bumper, including the headlight. Phil originally said ALL of it, including the headlight, would be fixed. Later, Keith claimed it was never documented, so they wouldn’t address it. A service advisor even tried to blame me, saying "because of that email you sent Keith." When I clarified I only asked them to confirm the work was done, they looked shocked. February 15th – Final Pickup & The GM’s Indifference Keith called at closing on Friday, Feb 14th, expecting me to drop everything and pick up my car. Arrived the next day, Saturday, Feb 15th. No one in leadership (Keith, Phil) was present. Staff didn’t even know if my paperwork was ready. Asked for the GM—employees smirked. They clearly know management is useless. Loc Truong (GM) finally appeared, carrying takeout. He shook my hand but said nothing. He never apologized, never addressed the failures, and stood silently as I inspected my car. When I firmly told him, "I won’t be back," he shrugged and said, "That’s fine." Final Thoughts – Why You Should AVOID This Dealership 🚫 ZERO Accountability – Management ignores customers for weeks until escalated. 🚫 EXTREME Lack of Communication – I had to chase them for every update. 🚫 Dishonest Business Practices – They downgraded my service without approval and lied about repairs. 🚫 Incompetent Leadership – GM Loc Truong & Service Director K. Jones refuse to engage with customers. This dealership has made zero effort to retain me as a customer. If you want honest service, go somewhere else. More

Customer service 10/10. Love my new CX-50. Thanks to David and his Manger Rodrigo both did an excellent job procuring the vehicle for me at a great price. Great customer s Love my new CX-50. Thanks to David and his Manger Rodrigo both did an excellent job procuring the vehicle for me at a great price. Great customer service !!. They did thorough research I will certainly use them again in the future More