Ourisman Ford & Lincoln of Alexandria

I’m not a person that ever writes reviews, but this location is the worse. In the beginning when I first bought my Ford to this location everyone was very friendly and great to work with. The service c location is the worse. In the beginning when I first bought my Ford to this location everyone was very friendly and great to work with. The service center is lacking in customer service experience - especially Simon. He is extremely rude on the phone, states that he is right regardless of the receipts shown, and doesn’t take the time to listen to costumers. He stated the repairs wouldn’t be covered by our warranty due to an accident that happened over 8 months ago, ok fine but he wouldn’t explain why. He increasingly got rude with me on the phone and insinuated that I didn’t know what I was talking about. I’ve even mentioned that all previous service on my Ford we have ALWAYS paid for, he stated that’s not right because it would be covered. Well it wasn’t, none of it ever was. What’s the point of purchasing a warranty if I don’t even get to use it? Simon is a horrible manager and doesn’t know how to talk to his costumers. When I asked if I could speak to a different manager he said I could ONLY speak to him and if I didn’t like that then my husband could just leave with the Ford without fixing it. This location continues to get worse with their costumer service in their service center that it’s laughable. The last time my car was in there to be serviced it took forever and then when we got my car back it had the worse smell, like whoever was working on it hadn’t showered in months. I do not recommend this location to anyone. I use to look past all the negative experiences I’ve had at this location because it’s close and convenient to get to, but it’s not worth being treated so negatively there. Especially Simon. More

New 2020 ford explorer ST bought Summer 2020. I used to drive a coupe and then a sedan, but when I drove the explorer I swear I could hear wind noise. I took it to the dealer at 6K miles and told them the drive a coupe and then a sedan, but when I drove the explorer I swear I could hear wind noise. I took it to the dealer at 6K miles and told them the noise sounds like it's coming from the moonroof. They state the issue cant be duplicated. So I let it go and maybe SUVs just make that noise. May 2021 I have 20k miles on it. I saw the roof line clearly & noticed the seal is not attached in the back of the moonroof (Very Obvious). I took it in again and tell the ASM it's obvious the seal is bad, I need this fixed. At the end of the day it was “fixed”. I go to pick it up and nothing was done to the seal. I’m informed they adjusted the roof & I shouldn't hear the noise anymore (BS). I got a 2nd opinion and was told ourisman was lazy and didn't want to fix it. I took it back on June 3rd and spoke with the service manager Chris who was apologetic after saying this is my 3rd time there for the same issue. They never call or update. I have to call on June 7th to see how they plan on fixing it and they say new glass will be in on the 10th. I call the 11th after no update and after 2 Voicemails they call back saying glass will arrive the 15th. Ok, delays happen just update me. I call on the 16th and had to leave voicemails at 8am and 2pm to confirm the glass arrived. Chris says it did and they will work on it the 16th/17th... I call the 18th with no pickup or calls. End of the day I get the ASM to update me and no work took place. Ok but give me an update when you get a date and am told they will. Its now the 21st of June and no call or update and no call back. On the 22nd Chris says they now have to remove the whole headliner for the moonroof. Fine keep me updated on when you’ll fix it. They sub out the work to a shop where it sits for 4 days. On the 25th its finally fixed. They still had trash in the back and when I look closer there are issues with the headliner and am informed they’ll fix it the next time. On the service ticket they replaced the battery since car wouldn’t start. They had it sitting so long it went into deep sleep mode. I received warnings on ford pass of 4 system errors. When asked if its normal for the battery to need to be replaced after going in deep sleep mode I’m told it happens. For the month they had my vehicle there were storms and I called to make sure they had the car covered due to the seal. The service manager states it should be and if any damage occurs with the vehicle there that they will make it right. On June 26th I decide to organize my trunk. I open the liftgate and a strong smell hits me. Everything I had in the mid compartment above the spare wheel was drenched and smelled along with the vehicle fabric. I then go and lift that compartment to see the spare tire is full of water. I am furious and leave voicemails and call the GM Lee Brooks. He is apologizes and tells me they will get back to me. I tell him I want the car fully detailed and cleaned to make sure there is no mold and compensation for my damaged belongings which he agrees. Monday the 28th no one picks up. I am called at 1:48pm but didn’t hear my phone and I have a voicemail from chris saying he’s embarrassed and for me to bring the vehicle in so they can make it right. I call back right away and leave a voicemail saying I can bring it in when they have a loaner. No call back so I leave another voicemail June 29th with no call back. I call the GM Lee and leave a message. Chris calls who says he is trying to get a loaner. I tell him I want the car fully cleaned and detailed. He states its easy to take care of. When I bring up compensation for my items damaged, he now states that is the responsibility of Ford warranty and we’ll see. This isn’t Fords fault but the shop not taking care of product after even being asked about it during storms. Finally we set up an appointment on July 9th and I drop it off and now we are at July 15th and the service department has ignored all of my calls and messages and I have no idea when I'll get the vehicle back or if they will compensate me. If it wasn't for the stupid service plan for oil changes which locks me to this location I'd never go back. More

Do not trust these guys. I bought a brand new Lincoln and found out later that it had extensive body damage that they hid from me. The car was repaired using aftermarket parts. Additionally, when I went to found out later that it had extensive body damage that they hid from me. The car was repaired using aftermarket parts. Additionally, when I went to the service department to ask them about this, I was "handled" in a way that was totally inappropriate, including one of the technicians answering me in Spanish when I was speaking to him in English, (I do not speak Spanish and had dealt with this same technician previously, he is fluent in English). Lee charged me for GAAP insurance and other add-ons that I distinctly told him I didn't want, and had to turn around and cancel. I only found out later that they also did 6 hard credit checks even though I came to them with preapproved financing. Despite them repainting the bumper twice (3 times if you include the original repair) it is still not correct. I am so blown over by what happened with this dealership that I will never purchase a new car through any dealership again. More

AVOID THIS DEALERSHIP!!! THEY DON’T HONOR THEIR PRICE, NO CUSTOMER SERVICE AT ALL!!! On Mar 13, 2021, we went to Ourisman Lincoln Ford Alexandria to search for a 2021 Lincoln Aviator. After some negotiation CUSTOMER SERVICE AT ALL!!! On Mar 13, 2021, we went to Ourisman Lincoln Ford Alexandria to search for a 2021 Lincoln Aviator. After some negotiations with Daniel Ierace, Finance and Sales Manager, we came up with $65,000 out the door (OTD) price (meaning, inclusive of all taxes and other fees). While Daniel was checking our credit score, we got an emergency call from our daughter at home complaining of a terrible headache. We then informed Daniel that we needed to go home and would come back. While we were attending to our daughter, Daniel called expressing his sympathy to our situation and further gave us a discount of $2,000. He followed this up by an email confirming the new price at $63,000 OTD. The following day, we checked True Car and got an offer for the same car from another dealer which was $200 cheaper than what Daniel offered us. However, thinking that Armin and Daniel spent their time with us, we decided to go back to their place. On Mar 15, we called Armin to check if their inventory has a car which has 3 seat on the 2nd row instead of 2 with a center panel. Armin sent us the link to the car and we noticed that the MRSP is around $4,000 more than the car we selected the previous day due to additional accessories (illumination package and 22” tires). We didn’t want to pay more than $63,000 but he convinced us to come and Daniel would find a way to give us a good price. Daniel quoted us $67,700 OTD which is exactly the amount that included the additional accessories. We told him these were not necessary, but since we were already at the dealership, we offered to split the additional cost of $4,000 with them. After calculating, Daniel finally came up with $65,200 OTD, which we accepted by signing on that small piece of paper, similar to what he did for the car we intended to buy on Mar 13. Daniel then took us to the office of Ted Mixon, the Business and Finance Manager, to process paperwork. His printer was not working well, after 30 minutes, Ted was able to print the purchase documents and asked us to sign. Since it was late, we signed all the papers Ted gave us without checking the numbers carefully. We were happy going home with the new car, just to find out they made a mistake in the total amount when we opened the package to set up our monthly payment. They used $65,200 as the basic amount and added other fees to increase the car price to $68,200. We immediately contacted Daniel but he was out of office, we then found out he was on family leave. He told us to contact Ted or any other Sales Manager to fix. Ted was also on leave and their office people could not tell us when they would be back. We had to go to their office and was told to meet with Lee Brooks, General Manager. After looking at the paper, he just said the figures were correct and he could not change. We asked him when Daniel would be back, he could not say. He didn’t contact Daniel or Ted to check, he didn’t look at the document filed at the dealership. We kept on writing them and no reply, there was nothing called Customer service in this place. Finally, we were able to meet with Ted, and we showed him all the email exchanges with Daniel and he made a copy, agreed with what we said. They even kept all the papers we signed when we first visited their dealership, but they would not show us the paper we signed to agree at $65,200 because it would show out of the door price. Ted promised to talk with his Manager and solve the case, but we always had to call to follow up. After more than 1.5 month with a lot of emails, callings, Ted informed us that they would adjust the price and send us a refund of $1,719 but still charged us the processing fee, tag and tax. We didn’t agree but they kept quiet. Finally, we received the check of $,1719 which was issued on May 20 but sent to us only on June 5 after many times calling, writing. This will definitely be the last business transaction we will ever have with this dealership. And to future customers out there, looking for a Ford or a Lincoln car, beware of this dealership. More

Worst experience ever. The 2.4 star average that they currently have is still way too much for this place. We drove 4 hours to this place for a 6:30 appointment that we scheduled only to be told (eventua currently have is still way too much for this place. We drove 4 hours to this place for a 6:30 appointment that we scheduled only to be told (eventually) that the car was in the body shop. They told me that they sent me an email (while I was driving) at 5:00 telling me this. I was already 2.5 hours into my trip even if I had seen it. They told me they didn't have my phone number, but it was in their system as I did a trade in appraisal on my car with my name, phone number, etc. Since Carfax listed this car as having a minor incident with the rear bumper I SPECIFICALLY asked about this at 10 am. I was told that the repair was flawless only to be told that the rear bumper needed touched up when we got there. This is the ONLY real question I asked about the car and they apparently didn't even check it until 7 hours later. I asked the salesman for a discount so I could have my guy touch it up and he looked at me like I said the most insulting thing he had ever heard. I only needed $300 off (I actually would have even paid the full price), but they wouldn't even sell it to me that day. The younger salesman Moe (?) seemed genuine (Sorry we were upset Moe, we know it wasn't your fault), but the other guy seemed like a typical car salesman. He didn't seem to think it was a big deal for us to drive 7.5+ hours and we could just come back in a couple of days. No real apologies and he seemed shocked that we would be upset. After sitting in bumper-to-bumper traffic for an hour AFTER 3 hours of driving to find out we can't buy the car (or even drive it) I think we were more composed than the average person would have been. The final insult is that they sent me an email thanking me for my visit and they were trying to sell me on the car again. I made it very clear that I would not be back. I don’t know if it is a lack of communication somewhere or if they are just trolling me. If you live in Virginia, you can do better than this place. If you live in another state save yourself a drive. We wish we had. More

Jeannie was great and very knowledge ale. She answered all of our questions professionally. She had a pleasant personality. My husband call them the A team all of our questions professionally. She had a pleasant personality. My husband call them the A team More

My review goes for the service department who seem to be bored of their jobs or they seem not to care. I have been a customer of that dealership since 2015 but the service there has gone bad. The service ad bored of their jobs or they seem not to care. I have been a customer of that dealership since 2015 but the service there has gone bad. The service advisors seems not to care unless you are going to pay out of your packet, but if it is a car guarantee, they seem not to care. When we the customers are the ones who pay for their salaries and we deserve an outstanding customer service. The service it's not the same to what it was years ago. I don't know who the manager of that department is, but he or she needs to work more on that department and train the staff better. Teach them to be kind and friendly because once I finished paying my car. I wont work with this dealership anymore after all these years bringin my car to your dealer. I gave you many chances but you guys dissapointed me many times. I don't like putting bad reviews but you let me no choice. Do something about it!! More

They Diseved me. They sold me a car with a hole on the floor by the driver's side covering it with paper. They only treat you nice until you purchase a car. We found out after two days when we removed the floor by the driver's side covering it with paper. They only treat you nice until you purchase a car. We found out after two days when we removed the papers. We wrote a review about it and the service manager called my husband and told him to remove his review and he will fix the problem After a week we called and they say bring the car and we loaner car for you. When I get there the service manager stood me for about 15 min in front of his office talking over a phone. Then he passes me telling me to give him a minute to talk to someone else. Then he came back and told me he doesn't have a loaner car for me and he will call me in two days. He never called after two weeks I went there to get my tag and registration and spoke to one of the managers about what happened since I am already there. she also told me they will call me and they never did. Since then I have been calling and leave a message nobody reached out to me. I highly dought if they would treat me this way if I was white. They are rude after you sign that contract. Not to mention the car didn't pass the inspection test a couple of times. I purchased three years extended warranty and also paid extra to have them installed backup cameras in the car. And they are nice when you pay them but not when you have a problem. I experience racism from this company. More

My son found the truck he wanted at Ourisman Ford and he is so happy! Don and Jeff were AWESOME they had my son's best interest in mind! I'm sending my friends and family to Ourisman Ford for their next v is so happy! Don and Jeff were AWESOME they had my son's best interest in mind! I'm sending my friends and family to Ourisman Ford for their next vehicle. More

DISHONEST, AND ONLY TREAT YOU KIND UNTIL YOU PURCHASE. AFTER YOU SIGN YOU GET NO ASSISTANCE IF YOU HAVE PROBLEMS. SAVE YOURSELF THE FRUSTRATION ANS SHOP ELSEWHERE. CHECK THE BBB REPORTS! AFTER YOU SIGN YOU GET NO ASSISTANCE IF YOU HAVE PROBLEMS. SAVE YOURSELF THE FRUSTRATION ANS SHOP ELSEWHERE. CHECK THE BBB REPORTS! More