Ourisman Chevrolet of Rockville - Service Center

Ourisman Chevrolet of Rockville responded

Good morning Elyse, We value all feedback to help us better serve all customers. I wanted to take some time to address your concerns in this review. 1.) We make and schedule appointments for drop off. This is your scheduled time for us to intake your car. Many factors go into the flow of your vehicle in and out of the service department once we intake it. I apologize that we didn't meet your expectations here. 2.) Your diagnosis concerns. You came in for a check engine light. We run the scan tool and that will give us general information to continue diagnosis. The computer can only tell us when things aren't right and we use that information to trace down the cause of why. In your case we found a cracked exhaust pipe, a computer could not tell us that. We also perform a multi-point inspection on all vehicles to give you any recommendations that fall within industry guidelines. In your case, we recommended the following: Cabin Filter - Due to Age and Mileage Engine Air Filter - Due to Age and Miles Wiper Blades - We notated streaking while in use Four Tires - Industry average for recommendation of replacement is 4-5/32nds, all four of yours measured at 5/32nds which is why we recommended. Alignment - Due to Age and Mileage, in conjunction with tire replacement. Our recommendations are so you know the overall health of your vehicle and what it would require to have it at it's best possible operation condition. You are not required to perform and of the recommendations, they are simply our suggestions based on industry standards. It looks like you've serviced with us 28 times in the past, so we will be sad to see you go. Thank you for your loyal service with us in the past and thank you for your feedback. If there is anything I can do for you in the future please don't hesitate to reach out directly at mike@ourismancars.com.

Ourisman Chevrolet of Rockville responded

Thank you very much, AGS, for your 5-star review! Excellent customer service is our top priority, and we're grateful you experienced that throughout your service visit. Glad to hear the transportation was perfect. If you or your Chevrolet needs anything, please don't hesitate to reach out! We're here anytime. Enjoy the rest of your day, and have safe travels! We look forward to your next visit with Ourisman.

Ourisman Chevrolet of Rockville responded

Thank you so much for taking the time to share your feedback with us! We appreciate the staff highlight for Allen and will be sure to pass your kind words on--we're grateful to have him on our team. Glad to hear you appreciated the coffee. If you or your Chevrolet needs anything, we're here anytime and grateful to assist. Have a wonderful rest of your day, and we'll see you next year! Take care! :)

Ourisman Chevrolet of Rockville responded

Thank you very much for your 5-star review! We're thrilled to hear about your positive experience throughout your service appointment. We'll be sure to pass your kind words on to Mandeep and tell them to keep up the great work. If you or your vehicle needs anything, please don't hesitate to reach out! We're here anytime. Enjoy the rest of your day, and have safe travels!

Ourisman Chevrolet of Rockville responded

Thank you for taking the time to share your feedback, Spencer. Oil changes--even those bought in advance--expire approximately four (4) years from the date of purchase. This might explain why we were unable to transfer the last oil change to your car. Unfortunately, we at Ourisman cannot assist you with the expired oil change. You would have to reach out to JM&A and discuss the matter with one of their representatives. Their general contact number is (800) 553-7146. You can also reach out to Fidelity Warranty Services at (800) 327-5172. If you have any additional questions, please contact our General Manager at mike@ourismancars.com.

Ourisman Chevrolet of Rockville responded

Thanks, George, for your review! We're pleased to hear Nick kept you updated throughout the service process. Customer service is one of our top priorities at Ourisman, and we're glad it shows. Thanks for supporting us. Hope to see you again!

Ourisman Chevrolet of Rockville responded

Isaac, thank you for the five stars! We'll be sure to pass your kind words on to Nick and tell him to keep up the great work moving forward. We're glad you were satisfied with your service at Ourisman. If you need anything, please reach out!