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Ourisman Mazda of Rockville - Service Center

Rockville, MD

4.5
113 Reviews

113 Reviews of Ourisman Mazda of Rockville - Service Center

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November 05, 2024

Good service, responsive and cordial. Even when really busy, they made an effort to take care of my needs More

by regolid
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Teddy
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October 17, 2024

3 1/2 hours for an oil change today. No communication from assigned service advisor. Horrible, unprofessional staff. This is not the first time I have experienced service issues with thi More

by Nanmaste
Service Time
Service Communication
Recommend Dealer
No
Employees Worked With
Abel Baires and Homer Hervey
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Oct 18, 2024 -

Ourisman Mazda of Rockville responded

I wanted to personally apologize for the extended wait time for your recent oil change appointment. I understand the inconvenience this must have caused , and I assure you that we are taking steps to prevent such delays in the future. Thank you for your understanding- Isaac Chee

Oct 18, 2024 -

Nanmaste responded

Good customer service begins with good communication. There was none. Greet your customer and ask how you can help. I was left standing at the door while the service advisor stared at his computer screen. Give accurate waiting time frames. I was told 2 hours, it actually took more than 3. I checked at 2 hr. 15 mins and was told another 15 mins. It was more than 45. Also note, I said I checked. The service advisor should have come to me. I was sent a text message saying if I had any issues to respond while I waited. I did write back and received no response. It’s very difficult to understand this level of ineptitude. Also please note that I scheduled this appointment through your online system. I called the next day to say I had not received a confirmation, and was told that no appointment was scheduled, and that my preferred time slot was taken. Lots and lots of room for improvement!

September 21, 2024

One week after getting an estimate and leaving my car, the price of the parts went up over $600. No one checked with me before completing the work, so there was nothing I could do. I pay or don’t get the More

by Kencrowley1
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
Employees Worked With
Collision Center which isn’t listed above.
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Sep 23, 2024 -

Ourisman Mazda of Rockville responded

I hope this message finds you well. I want to sincerely apologize for the oversight regarding the pricing of the part we discussed. It was not our intention to create any confusion, and I appreciate your understanding in this matter. Please feel free to reach out if you have any further question or concerns. Isaac Chee -240-499-2494

Sep 23, 2024 -

Kencrowley1 responded

I’m sure you didn’t intend to create confusion. I do think you did intend to soak me for another $600. But thanks for responding.

September 12, 2024

Fast, friendly and efficient! Very happy with my service performed in a courteous and speedy way More

by Bigboypete75
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Ali Hatam
5.0
This rating includes all reviews, with more weight given to recent reviews.
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Sep 16, 2024 -

Ourisman Mazda of Rockville responded

Thank you so much for your kind words! We're thrilled to hear that you had a fast, friendly, and efficient experience with us. Your satisfaction is our top priority, and we look forward to serving you again in the future!

September 10, 2024

. Advisor is really professional and helpful. I got my vehicle back on promise time and I will definitely come back for service! More

by Nay
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Jose Diaz
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Sep 10, 2024 -

Ourisman Mazda of Rockville responded

Thank you for your positive feedback! We’re thrilled to hear that you found our advisor professional and helpful, and that your vehicle was returned on time. Your satisfaction is our top priority, and we’re excited to have the opportunity to serve you again in the future

September 05, 2024

Quick service with thorough video inspection which is a plus. Service rep was very professional More

by Topcat1961
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Josue paradahernan
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Sep 05, 2024 -

Ourisman Mazda of Rockville responded

Thank you for your feedback! We're glad to hear you appreciated the quick service and thorough video inspection. Our team takes pride in being professional and efficient, and it's great to know that it made a positive impact.

August 30, 2024

Poor Service scheduling and delivery. Mechanic seemed competent, but trust is lost due to bad communications. More

by Joherm444
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
Employees Worked With
Loc Truong
3.0
This rating includes all reviews, with more weight given to recent reviews.
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Aug 30, 2024 -

Ourisman Mazda of Rockville responded

We're truly sorry to hear about the issues you experienced with our service scheduling and communication. It’s disappointing to know that we fell short, despite the mechanic's competence. Building and maintaining trust is incredibly important to us, and we regret that we did not meet your expectations in this regard.Your feedback is valuable and will help us improve our processes. Please feel free to reach out to our General Manager, Loc Truong, so that he could assist you. His email address is Loc@Ourismancars.com.

August 10, 2024

Professional, helpful staff. Andy was exceptional. He kept me informed about the progress of my car every step of the way. He had my car ready in record time. Andy was polite and More

by Ann
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Andy from the collision center
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Aug 16, 2024 -

Ourisman Mazda of Rockville responded

Thank you so much for your 5-star review, Ann! We appreciate the staff highlight for Andy and will pass your kind words on to him. Glad his excellent communication and professionalism made your visit the best it could be. If you or your Mazda needs anything, please give us a call! We're here anytime. Thanks for supporting us at Ourisman Mazda of Rockville, and have safe travels.

July 21, 2024

Great service , explained everything to me. Watched a video and saw what needed attention! Plus they washed my car. More

by andyhas4
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Phil Meilleur
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Jul 24, 2024 -

Ourisman Mazda of Rockville responded

It's wonderful to hear you had such a positive experience! It sounds like the service team went above and beyond, explaining everything thoroughly and even showing you what needed attention through a video. Thanks for sharing your feedback!

July 12, 2024

Service rep was very nice and had good communication. Work was done quickly and efficiently. More

by fangtwo
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Phil
Report | Print
Jul 24, 2024 -

Ourisman Mazda of Rockville responded

Thank you for sharing your experience! It's great to hear that our service team was friendly and communicated well throughout your visit.

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