Review for Ourisman Toyota – Fairfax, VA
I’ve had two - ldavidfore
Review for Ourisman Toyota – Fairfax, VA
I’ve had two consecutive, unacceptable experiences with the service department at Ourisman Toyota in Fairfax, and after giving them multiple chances, it’s clear that integrity and basic competence are not part of their operation.
On my first visit, I brought in my RAV4 for an oil change and to have aftermarket HID headlamp bulbs installed. They replaced the bulbs — but none of the four worked. What’s worse, the mechanic knew they weren’t working and said nothing. I was nearly sent home in a vehicle with zero functioning headlights. Only after I noticed and brought it to the service manager’s attention did anything happen. He confirmed the lights didn’t work, brought the mechanic out, and asked him to explain. The mechanic shrugged and said, “they do not work.” This was immediately proven false when the manager installed them correctly himself.
Still, I gave the dealership another chance.
I returned for the 60,000-mile service and asked them to replace one faulty OEM Toyota bulb. I was told I had to buy them in pairs — fine. I also requested they troubleshoot a potential wiring issue. The car was with them for two days. When I was finally told it was ready, I picked it up — only to find that none of the headlamps were working. Not the two brand-new Toyota bulbs I just paid for, not the two previously working HID bulbs — nothing. And, of course, they completely forgot to investigate the wiring issue.
This level of incompetence would be bad enough. But what followed was worse: I opened a case with Toyota Corporate, only to learn that Ourisman submitted a response filled with falsehoods and outright lies.
At this point, it’s not just about bad service. It’s about dishonesty, negligence, and a complete disregard for customer safety and trust. I won’t be returning, and I strongly advise anyone considering service at this location to think twice.
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