Ourisman Ford & Lincoln of Alexandria

Terrible customer service! I called Tuesday morning to make an appointment to drop my Ford E350 van off for an oil change. I was given a 10:15 appointment the same day. They sa I called Tuesday morning to make an appointment to drop my Ford E350 van off for an oil change. I was given a 10:15 appointment the same day. They said they would call when it was ready. I called that afternoon and evening on multiple occasions since I had not heard anything, and no one ever answered the phone, it just went to voicemail. I left a voicemail but then called back the next morning and finally got a person who told me they hadn't been able to work on it yet because they have multiple large vehicles to service and only two bays that will fit my van. When I didn't hear back that evening I tried calling again, same deal, voicemail. Finally I drove over at 6:45 pm to get some things out of the van that I needed (because I didn't anticipate it still being there after 36 hours) and it had still not been touched. Thursday I called in the afternoon to ask if it was done and was told (after being put on hold twice) that they would start it that evening and try to finish it in the morning. It is now Friday afternoon and I have called several times today and not been able to get a human being on the phone (I tried the parts department too and no one answers there either.) I am furious that they didn't tell me when I made the appointment they might not get to it that day, and even more furious that they don't even have the courtesy to update me even once when there is a three day delay. It is an OIL CHANGE, for goodness sake! I have a big trip next week and wanted things checked over beforehand or I would have just changed the oil myself, but at this point I need the van this weekend and I am out of patience. Going to go over to pick up the van now and take it elsewhere to get looked at, and I will never be back here again! More

I only used the service department, because I thought it would be easier if I have a warranty issue. Think it’s time to move on. Scheduled a routine service while I waited. Arrived 20 minutes early and d would be easier if I have a warranty issue. Think it’s time to move on. Scheduled a routine service while I waited. Arrived 20 minutes early and discovered my service advisor was no longer there. James said he would take care of me. He ordered a Works service and told me to have a seat in the waiting area. Two hours later, my car was still not done. I asked the cashier what was going on, and she said she’d check. She came back and told me the car was “almost finished.” An hour later, she was leaving for the day, and other customers were arriving to pick up their cars. I stood in line with them. James was now at the cashier cage checking customers out. He said my car was ready. I asked him why it took three hours, and he said, “employees went home early.” I told him they could have told me, and I would have rescheduled. I also told him I was not a fan of the automated scheduled system. He gave me his cell phone number and told me to call him directly whenever I needed to schedule anything. One week later, I was returning from a road trip when the “windshield washer fluid level low” warning chime sounded. Clearly, the mechanic who serviced my car did not check the fluid levels. And now I wonder if the service was even completed? I tried calling James, but he did not answer. I could not leave a message, as his voicemail box was full. I called the main number and asked to speak with the service manager. I reached his voicemail box and left a message. Two days later, he has still not returned my call. I tried calling again today; James’ voicemail box is still full, and calls to the service manager still go to voicemail. I called back and asked for the general manager who was not in. I was forwarded to another service manager, and I received her voicemail. Let’s see if she returns my call. These folks don’t deliver good service, and they don’t answer the phone or return calls. Definitely not worth the aggravation. More

The worst service ever from Ourisman Ford! !!!! The General Manager, Lee Brooks, displayed the same horrendous service from the Service Dept. I am extremely disappointed after sharing my list !!!! The General Manager, Lee Brooks, displayed the same horrendous service from the Service Dept. I am extremely disappointed after sharing my list of frustrations - the lack of service I have received from his Service Dept, the lack of communication on the status of the parts for my car, how I had to wait nearly a month to get the parts, how I was called recently- the parts had arrived, how I made a 2pm service appointment and they tell me after being processed the service lane the mechanics leave at 2. It's Friday?!? WTH!!!!! Why would they schedule an appointment if they are unable to do the job????? They were looking for someone to stay late. I suggested to bring the car back and drop it off later that evening for early morning service. Cool. Not so fast. I heard from the Service Dept around noon. The car was ready for me to pick up. Great! I was excited. But then I thought to call back to make sure everything on the list was done. And of course, it wasn't. I was told they didn't have all the parts??? WTH!!!!! I immediately contact the GM and inform him of the extremely poor customer service I have been receiving. I spoke with him at length. I told him I use my car for business. He apologized for the poor service and.... "was going to take care of this immediately" and will speak with me soon. I waited and waited and waited for a status call. Never happened. I finally contacted Ourisman around 5:30p - asked to speak with the GM, Lee. The operator informed me Lee was gone for the day. I'll be damned!!!! Lee has left the building without informing any Manager, Assistant or Cashier anything about my car. Now I see. It starts at the top. The fact he did not feel the need to communicate with me after our conversation shows that he did not value me as a customer nor providing exceptional customer service. Had I not called back my car would have been locked in some gate for the rest of the weekend. As I explained to Lee I use my car for business. To bad this customer wasn't worth a call. Ourisman you failed miserably and cost me over $600!!!! If i can give you 0 stars I would gladly do it! More

UPDATED: I purchased a used Ford Explorer from the dealership and had a great experience with the sales process. I hit a bump in the road with an issue with the car and some miscommunication but we dealership and had a great experience with the sales process. I hit a bump in the road with an issue with the car and some miscommunication but we were finally able to resolve it. Customer service is how you handle the bumps in the road and I'm happy that they ultimately stepped up and were able to explain to me what had happened and offer a fair resolution. More

My experience at Ourisman Ford of Alexandria was awesome, the team of Sharnetta and Jeff made my decision to purchase easy. Their professionalism and knowledge of my certified used Escape made me feel at the team of Sharnetta and Jeff made my decision to purchase easy. Their professionalism and knowledge of my certified used Escape made me feel at ease. I would highly recommend Ourisman Ford of Alexandria when looking for a new or used car. More

Horrible dealership that doesn’t care about veterans or their customers in general. I am a retired vet and my daughter is currently serving in the Army. We both bought brand new trucks and immediately afte their customers in general. I am a retired vet and my daughter is currently serving in the Army. We both bought brand new trucks and immediately after signing the dotted line the chaos began. The finance department lied about being gone due to a loss in the family when she really just went on vacation. She didn’t process the military appreciation certificate and I did not find out until later when I saw the amount that I owed total. I was given empty promises about replacing a damaged part, and even now 7 months later they are still giving me the run around. Through the whole ordeal and after many attempts of trying to contact the general manager I ended up contacting corporate, I guess I’ll see what they do (or like the dealership, not do). Do yourself a favor and don’t spend your money at this lack of customer service and customer care place. Horrible “business” More

Gavin Kaiser went above and beyond to make sure that we were taken care of. Drove three hours to deliver and was very very informative and helpful through the whole process. were taken care of. Drove three hours to deliver and was very very informative and helpful through the whole process. More

We saw a pre-owned vehicle on the website and called. Quentin Walters provided us quick responses to additional questions and request for more photos. This encouraged us to travel 100 miles to see the Quentin Walters provided us quick responses to additional questions and request for more photos. This encouraged us to travel 100 miles to see the vehicle, which was as presented on the website. Upon our arrival we were shown the vehicle and encourged to inspect and drive. General Manager, Shawn Allen worked with deligently with us to provide the vehicle within our budget and Ted Mixon got us through the paperwork quickly. The vehicle was inspected once more by the staff to ensure everything was satsfactory before our departure. This was a great experience and we would do it again, especially with the staff we met. The exchange was totally transparent, no gimmicks just honest service. When looking for a new or used vehicle, make sure you check in with Oursman before you make your final decision. More

Great experience I’m am very happy with my purchases!! Ourisman Ford & Lincoln really stepped up and made the impossible possible. Had wonderful service from Tyra made are purchase very easy. She also was Ourisman Ford & Lincoln really stepped up and made the impossible possible. Had wonderful service from Tyra made are purchase very easy. She also was very helpful with all my questions and bringing us vehicles to test drive. If you are looking for a vehicle with class this is where you need to be. I ended up trading in both of my vehicles so now me and my wife is part of the Lincoln family. I think she was more excited than I was, I guess because this is her first luxury vehicle🙂 More

Avoid at all costs unless you want a Deathtrap!GM’s Avoid at all costs unless you want a Deathtrap! GM’s words “it’s a risk buying a car”. I spent $54,000 on a used Escalade. I live 300 miles away so I Avoid at all costs unless you want a Deathtrap! GM’s words “it’s a risk buying a car”. I spent $54,000 on a used Escalade. I live 300 miles away so I was handed to Armin the sales consultant to do a video walk around. I asked multiple times are there any noticable scratches or dents because I can’t see that well via facetime. Armin stated theres nothing wrong at all, the vehicle is flawless. It looks like it was in the showroom still! I booked a flight the same day. Hour drive to the airport, $250 flight down from Ny to VA. Arrived almost 945. Armin and finance manager were nice to stay and wait for me, now I know why. I signed my papers and went outside (1030pm in the dark on the side of their building) I also now know why. Car looked ok in the dark. I looked around the car and seemed ok. Get on the road for a 5 hour trip home. Vehicle dash and mechanics reset on me with an error to service driver assist system. Didnt think too much of it. Drove home and parked the car at 4am. 9am wake up and go outside excited to show my wife her new car and immediately notice that not 1, not 2 but all 4 doors have severe damage that was covered up. Deep scratches and a terrible repaint job on the drivers door. I immediately text Armin who gets me in touch with a very condescending manager named Shawn. Basically telling me I bought the car and theres nothing they can do. I relied heavily on this sales person to be my eyes and to give me an honest valuation on the cars condition and was lied to. I hired a local mobile detailer to attempt address the issues. I make this clear to Armin via text and Shawn on the phone that he was coming Friday to try and repair. $500 later they were able to lighten the drivers door paint job but theres still a crease. Passengers side is only repairable by a body shop. Send invoice to Armin. Shawn calls and flips out that he was only expecting an estimate when I clearly told him they were coming to attempt a repair and he said “hopefully theyll be able to handle it, lets see what happens”. Suddenly he has no memory of this convo and says he can offer me $200. The doors will easily cost $1500-2000 to fix. This suddenly became the least of my concerns last night as Im driving my pregnant wife , 2 year old and 4 year old home doing 70mph on the highway and the entire car shuts down as im driving. Dashboard goes out, headlights go off and engine stops!!!! About 8 seconds later everything comes back on as Im Terrified Pulling over. I Take pictures of the dash with the same message again and immediately email shawn and armin to have a manager or owner please call me in the am. Drive home super cautious now as this vehicle could potentially kill my family. Wait all day. No call. I call shawn and he never read my email. Explained situation he refers me to the GM, Lee. Lee calls me later on and I explain my frustration about the damage and the dangerous situation and he says “we can offer you $200”. “Thats all we can do”. “I would suggest not driving the vehicle and having it towed somewhere to have it fixed.” “Its a risk buying a car”. I just spent $54,000 on a car, was severely mislead on its condition and now im risking my life, my families lives and other peoples lives by driving it. So Im out $500, plus I need to pay a body shop to repair the damage (The GM says well thats something you want to do I cant help you with that) I actually dont want to do that I just want a vehicle in the condition the sales consultant told me it was in, not scratched to all xxxx. Im now also going to have to pay for a tow to the nearest cadillac dealer 45 miles from my house and be without the car I just bought 2 weeks ago while they fix the mechanical issues. The GM hopes its covered under his Ford warranty. This place is a disgrace to reputable dealerships. I’m preparing my story now for my 178k Instagram followers and 82k facebook fans. They’re going to have a field day with this. All I know is youre lucky I didnt crash with my family in the car!Terrible, Terrible, Terrible business!!!!!! Karma will handle you guys. AVOID. More