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Ourisman Subaru of Waldorf - Service Center
Waldorf, MD
28 Reviews
28 Reviews of Ourisman Subaru of Waldorf - Service Center
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August 17, 2015
Worst Dealership Experience Ever!!! In my opinion, this dealership lacks integrity, has terrible employees from Management on down and does not respond to complaints. I took my 2005 Maz In my opinion, this dealership lacks integrity, has terrible employees from Management on down and does not respond to complaints. I took my 2005 Mazda in for AC repair. I am on chemo and need the AC. They called said it would be $1,300.00. When I went to pick it up, no AC. I returned it and they then said now it is the compressor. I am on disability and could not afford the initial repair and charged it. Cannot afford the compressor. If they properly diagnosed the problem I would have not had the repair and traded the car for another with AC. Now I owe $1,300.00 for an AC that does not work and a car that I cannot use. I asked for the Service Director, Mike Welch, to call me . Nothing. Called the general manager... out of the office. Talked to his sales manager... very short and gruff. Said he could not address my concern, was not a repair man and would have Mike West call me.... back where I started. I went on line and the little live chat box came on. That lady cannot give out the name or number for the General Manager. Will only give him a message. The old expression "The Buck Stops Here" does not apply at Wes Greenway's Waldorf Automotive. Shame on them and shame on Mazda for not taking the dealership away from them. In my opinion, they lack integrity and customer service does not exist in their vocabulary. Do business with them at high risk More
by Unhappy Mazda Owner
Employees Worked With
Service writer, Service Director never called me, Sales Manager, Mike Welch
June 11, 2015
Waldorf Subaru Volkswagen the Worst Service Department One star is too much, this rates no star service. We had a appointment, arrived on time, but we had to wait 4 hours before our car could be seen. On One star is too much, this rates no star service. We had a appointment, arrived on time, but we had to wait 4 hours before our car could be seen. Once seen we were promised the repairs would be complete 4 days later. We called 4 days later and was told the car would be completed the next day. Called next day and was told it was take 2 additional day. Picked up the car, paid the over-price charge and drove 1/2 mile and the problem happen again. Turn around and toke car back and was told by the Service Manage, Mike, that he could not understand why the problem was not completed and that he would have to call VW for some technical information. More
by iwana
Employees Worked With
Mike
May 16, 2015
Worst Service Experience Ever This was the worst service center I have frequented. My appointment time was overbooked, and I was not notified of this at arrival. Wait time exceeded This was the worst service center I have frequented. My appointment time was overbooked, and I was not notified of this at arrival. Wait time exceeded 3 hours for a 30 minute repair. On top of that, warranty information provided previously was not entered into the system requiring additional delays. I will not be returning to this service center. More
by R123-md
Employees Worked With
...
April 26, 2014
Waldorf Volkswagen I believe that customer service is key when choosing a dealership and especially a service center for maintenance after purchase. It has been a great I believe that customer service is key when choosing a dealership and especially a service center for maintenance after purchase. It has been a great relationship with Mario Baten (formerly of Marten's VW and now over at Waldorf VW). His courteousness, professionalism and automotive expertise have been key in keeping me as a loyal customer. When it was time for me to purchase a new car, I opted on another VW with the assurance that I would be getting the same care and service quality as I had gotten over the years and having Mario as my Service Representative was key in my decision to stay with Volkswagen. More
by myriamleger
Employees Worked With
Mario Baten
June 24, 2013
I spoke to the Service Manager, Doug Wegand, about a sticky gas pedal. He stated he would order a warranty replacement and call when it was received. Three days later he called to say it was in and to s sticky gas pedal. He stated he would order a warranty replacement and call when it was received. Three days later he called to say it was in and to schedule an appointment for the following Tuesday. He promised to have the work done on a priority basis (about two hours) when I arrived and to test drive it with me when work was completed. When I arrived for the appouintment he was out and his assistant, Randy Dye, had no knowledge or record of my appointment, the availability of the parts, or Mr. Wegand's assurance that it would be handled immediately. Mr. Dye asked if I could return the following Monday to give him a chance to speak directly with Mr. Wegand. This was a 70+ mile round trip from home and three lost hours that could have been avoided if the dealership had kept appointment records and called me not to come in. When I returned for my appointment the following week Mr. Dye stated he had not talked with Mr. Wegand but offered me a loaner car since the pedal replacement would take "two or three days". I reminded him that Mr. Wegand had reported that the part was in stock and that I had been promised same-day priority service. I eventually did get my car back that day but there was no accompanied test drive. I was just given the keys with a "goodbye". It mistifies me how a business can operate successfully when two co-workers cannot communicate with each other, either verbally or in writing, and no one seems capable of writing down scheduled appointments. It seem, as in the movie, "Cool Hand Luke", we have a serious failure to communicate! I definitely would not recommend this dealer to anyone asking me. More
by glenn66
Employees Worked With
Doug Wegand & Randy Dye
June 14, 2013
Overall service was horrible. They do not understand what customer service is. Peter the service Advisor I dealt with was a little slow but also had horrible customer service skills. I think if you own a bus customer service is. Peter the service Advisor I dealt with was a little slow but also had horrible customer service skills. I think if you own a business, great customer service should be number 1 priority. With that being said, check engine light came on drove over an hour so dealership could use their scanner to see what the problem was, which would take less than 10 minutes! However was turned away and then Peter proceeded to talk to me like I was an idoit, asking if I checked if the gas cap was on. Probably thought I didn't know anything cause I was a female. Anyways, he suggested I make a appointment for the following week.. So they could scan the code. Then I asked him if that would be ok to drive around that long with the light on.. His response, "yea if the car engine isn't overheating." ? Really?? haha don't think we will be going back to this dealership again. More
by Sk7992a
Employees Worked With
Peter Bicevskis
December 21, 2012
Scheduled an appointment for a "Safety Recall", on my 2004 Forrester, 2 weeks ago. The recall letter from Subaru stated the inspection would take 42 minutes followed by an hour of drying time fo on my 2004 Forrester, 2 weeks ago. The recall letter from Subaru stated the inspection would take 42 minutes followed by an hour of drying time for the rust inhibitor. Arrived a couple of minutes early this morning for my 9:30 appointment, and checked-in with David. David stated it will be 3 hours or more because all of his technicians were busy - even though I had an appointment, other people had "arrived before" me. My vehicle sat in front of the service entrance door until 10 AM. At 10:22, my vehicle was back in the service lane (I could see it from the waiting room window) - work completed? At 10:27, I walked up to the service desk to inquire about the status of my vehicle and the work performed. David said he had to finish the paperwork and said he would be "right back" (the paperwork was sitting on the desk) - there were 2 other "service advisors" behind the desk that did not appear to be taking care of any of the 3 other customers in the area of the desk. When David returned, I asked about the short inspection time and the hour drying time (was it OK to drive the vehicle); didn't get an answer about the inspection, he said it was OK to drive it - But I "could wait the hour if I really wanted to." I didn't feel welcome or appreciated at this dealership, so we completed the paperwork, and I started to leave. Got all the way out to the car and realized David still had the keys. I've dealt with a lot of dealerships in the 40+ years that I've owned cars - this one sets a new low standard for customer service. More
by un-happycamper
Employees Worked With
David Bell
October 02, 2012
The wife and I took our 3 VW back here to the dealership for the last courtesy service. Only to find out we missed the warranty by mileage. They found some other issues wrong and worked with us and VW to co for the last courtesy service. Only to find out we missed the warranty by mileage. They found some other issues wrong and worked with us and VW to correct the problem. Doug Wegand and Dave Biagi they are two professional people with a customer service being the top of their list. They will stand behind there product. If you are looking for a dealership, that will take care of you. Look no further. I have owned 3 VW 2 were bought here and we will be back for our next shortly. More
by Patncarla1
Employees Worked With
Mr Wegand, Mr Biagi
September 14, 2012
I brought my vehicle in for service on 9/10/12 in the nightdrop. The sunroof shade that was jammed/off track (the sunroof itself was fine) and I paid a whopping $550 (only $28 for parts and $330 for labo nightdrop. The sunroof shade that was jammed/off track (the sunroof itself was fine) and I paid a whopping $550 (only $28 for parts and $330 for labor!). Before I even left the dealership I noticed the rubber seals on my sunroof were cracked and the tan interior around my sunroof was filthy and soiled. When I closed my sunroof 2 large rubber pieces fell out completely. Now I have to go through the inconvenience to take my vehicle back for them to fix and clean what they messed up originally. If there was a way to attach pictures of the damage they caused I would. This last visit wasn't my only terrible experience with this dealership. You can bet that I will NEVER return here again nor recommend this place to anyone. More
by virgogal0823
Employees Worked With
David Deloatche
July 07, 2012
Purchased Subaru Outback 3.6 limited Feb 2012 from this dealership; fair experience. Purchased Subaru (synthetic oil) service agreement (3000 to 45K miles) while awaiting first 3000 mile oil change. Firs dealership; fair experience. Purchased Subaru (synthetic oil) service agreement (3000 to 45K miles) while awaiting first 3000 mile oil change. First service resulted in incorrect oil being added (VW 5W40 vs Sub 5W30, service writer claimed typo on receipt as they only used 5w30.) Also shorted 1 qt (6 vs 6.9 qt) which service writer initially suggested was due to engine use of oil for 1000 miles! Writer stated he added 1 qt of synthetic Subaru 5W30. Returned for 7500 mile service: first time through, wrong oil(conventional GTX 5w40 vs synthetic) and no tire rotation completed. (My wife was challenged about this when she phoned...how could she tell? To which she responded " we marked the tires." Back for corrections: reportedly flushed and refilled, with new filter, and tires were rotated. (We were told the tech had forgotten to rotate the tires.) Noted on receipt only 6 qts and "5w4" oil. Back to dealership again, yes oil was full (~7 qts)... all VW 5w40 again, and they had left a quart of conventional oil in the engine. Flushed, refilled and new filter installed. (This time the oil change observed by my wife, and she was provided with an empty bottle of Subaru 5W30 synthetic oil.) So, incorrect oil since at least 3000 miles until final change at 7500 mile. Poor and incomplete service, incompetence, arrogance, and did they actually lie to us three times about the oil? And, the best George Greenway can say is "sorry". Not sorry we misrepresented the situation, inconvenienced you, and wasted 5 (or more) hours of your time... how can we make this up to you? Just, "sorry." Subaru Corporate stepped in, and George (incorrectly) indicated to them we were satisfied. Not by a long shot! Subaru Corporate seems concerned. Incompetence is one thing, but three strikes, and they are out. We will further inconvenience ourselves by going to a dealer ~10 miles away vs our "neighborhood dealer" and hope that others who receive this kind of incompetent sloppy service and lack of respect from this dealership report it to Subaru. More
by blusub
Employees Worked With
Dave, Doug, George Greenway
