Ourisman Lexus of Rockville

Good neighbors of ours recommended Bernie Kitts as the person to see regarding a new Lexus. I'm now passing the recommendation on to others. Bernie knows his stuff. Cars, people, service, process, et person to see regarding a new Lexus. I'm now passing the recommendation on to others. Bernie knows his stuff. Cars, people, service, process, etc. He made the transaction easy and (I'm almost ashamed to admit it) fun. Sure, the car looks great, has a terrific set of features and has that all important new car smell, but what really made the experience was someone previously unknown to us... Bernie. The showroom is what I expected. The cars are what I expected. Even the service facility was what I expected (albeit generally not seen). What I didn't expect was Bernie. We had visited other dealers of various similarly priced brands (including Lexus) before visiting Lexus of Rockville and frankly, were kind of perplexed over how poorly they treated their potential customers to be. This was not the case with Bernie. He figured us out quickly, got to the point and made the pricing simple. You gotta love that. By chance, we picked up the car on Bernie's day off. While others filled in for him (thank you so very much AJ, you too far exceeded our expectations), Bernie made it a point to come in and spend a couple of hours with us reviewing details of the car and its myriad features. Let's recap: * A large, clean, nicely appointed well-lit showroom with lots of bright, shiny cars to see and drive. * A service department that sports well-kept heated bays and spotlessly clean floors. * A customer waiting area that has a managed snack bar stocked with drinks (hot and cold) and an assortment of sweets. * An attractive receptionist that actually tries to help you find what/who you're looking for. * A finance person that makes the dull part of the process simple and quick (thank you too Brian, you did a great job). * Bernie. YMMV, but I doubt by much. More

Complete waste of time. Salesman was arrogant and pompous. I let it go since it wasn't worth the time and energy to push back. He kept delivering his standard canned speech even after it was obviou pompous. I let it go since it wasn't worth the time and energy to push back. He kept delivering his standard canned speech even after it was obvious we had done our homework and researched the cars. Then it became the classic third-rate dealership story. Would not give a firm price or even a range. Would not tell us what they had available. Would only be able to do anything via a manager. Wasted a whole lot of time on baloney about how great the dealership was and how it provided extra lounges, service bays and cookies. Whatever, dude. If I want cookies, I'll go to a bakery. Just tell me what you have and what kind of price range we are talking about so I know if there is a deal to be made. Introduced us to a sales manager who arrogantly informed us that he would only put in the effort to work up a price if we were serious. Yeah, we just wasted 45 minutes of our lives coming in here because we thought spending time with you would be priceless. Totally useless experience. These guys remind me of an old-school BMW or Mercedes dealership - precisely the kind of worthless customer service that Lexus set out to counter. Oh, there was not a SOUL in there and Toyota had just announced another recall. Nice job selling cars when your franchiser is battling 19 fatalities, guys. More

“Always tell the truth. That way, you don't have to remember what you said” - Mark Twain. While looking for a new vehicle one day my wife and I stopped at the Lexus of Rockville which is conveniently remember what you said” - Mark Twain. While looking for a new vehicle one day my wife and I stopped at the Lexus of Rockville which is conveniently located on 15501 Frederick Road in Rockville, MD. And although I really had my eye on a Chrysler 300 we decided to see what they had. After an hour of looking around and test driving a very nice ES 350 we debated for a while on what to do. As we were walking through the showroom floor, what looked like a brand new Toyota Camry caught my eye. It turned out that the Camry was used, but only had 3,000 miles on it. It was less than the Lexus and had everything we were looking for, so we bought it. Our salesman Willy was very patient with us and as we were working through the paperwork we learned a little about how they ended up with a Camry in their showroom floor. Apparently the woman who bought it decided shortly after that she really wanted a Lexus instead and traded it in. We were given the key and my wife asked if there was a spare. Willy told us that there was not a second key. Either the woman had held on to it, or they had lost it. He told me that all I had to do was go up to the Toyota dealership up the street and buy the transponder and have them cut the key and that they would reimburse us for it – period. Simply bring the receipts back to the Lexus dealership and a check would be cut and you would be reimbursed. After going to Toyota and getting the key taken carre of I stopped by the Lexus of Rockville to drop off my receipts and get reimbursed. I had the pleasure of meeting Elias Costianes, Jr. the Pre-Owned Manager who was casually sitting in his office having his lunch and checking out what appeared to be a tutorial or review on Call of Duty: Modern Warfare 2 (also referred to as simply Modern Warfare 2 or Call of Duty 6) a first-person shooter video game developed by Infinity Ward and published by Activision for Microsoft Windows, PlayStation 3, and Xbox 360. Elias was quite surprised at the amount ($500.00)and although I was simpathetic to his concern I let him know what Willy had advised us to do. Elias said that accounting was not in on the weekend and that he would take the paperwork to them and have them cut a check. I asked when and he said on “Monday”. “This Monday” I said. “Yes, this Monday”. After two weeks of enjoying my new Camry XLE I realized we had not yet received a check from Lexus. I preceded to leave voicemails for Elias without ever getting a call back from him. At this point the thought entered my head that Mr. Costianes may not want to pay us back for this expense. Why wouldn’t he call me back? Maybe he’s out of the office? Or maybe he was distracting by something when I was there with receipts in hand? Several times I spoke to the receptionist who’s overtly proper English accent gave me impression I was dealing with Hyacinth Bucket, from Keeping up Appearances (pronounced - Bouquet). On more than one occasion she informed me in her royal dialect that Elias was there, but not at his desk and that she would send me through to his voicemail, again. After going at this for a week I was finally put through to Janet Garrison in Accounting. Janet, I could tell, sincerely wanted to help and for being in the accounting department I was taken aback by her excellent customer service. I had caught her coming back from vacation and after a brief conversation she told me she would get right on my case and help get a check in my hands. That same day she called me back to say that she couldn’t find my paperwork in Elias’ office and that she’d have to wait for him to come back. The next week she called me back and said that Elias had misplaced my paperwork and that they needed me to give it to them again. “We are starting over” I thought. And I knew that wasn’t good. I scanned and emailed the receipts back to Janet and she promptly emailed back saying she had received them. A check should be cut soon! Then…..nothing. The next week my VERY pregnant wife and I decided to stop at her favorite Indian buffet. Perhaps a dousing of Chicken Masala might prompt her into labor. Realizing that we were only blocks away from the dealership I decided to give them a quick call to check on the status and if there wasn’t a check in the mail then I would gladly stop by and clear things up. Here’s where we saw the true side of Lexus Rockville. Our arrival was obviously anticipated and we were hurried to a private office. There Willy and Elias met with my wife and I. We were told by Willy that he only authorized us to have $100.00 of the cost reibursed to us and that he had told us this when he sold us the car. My wife and I couldn’t believe what we were hearing. Both of us would have rather gone with one key rather than spend $400.00 of our own money on another and we both would have certianly asked more questions if this were the case. Here’s one: How much does the key cost? See, we didn’t bother asking because we weren’t paying for it. I stopped several times requesting to speak to the GM or their superiors and that $100.00 would NOT cut it. After continituing to go back and forth with them Elias finally agreed that they would go ahead and reiburse the full amount promised from the beginning. They asked us to sit in the reception area while they got the check cut. Queu Don Nickles, General Manager, not to be confused with Don Rickles the hilarios comedian: What I thought would be a kind gesture and quick apology from the finest Lexus has to offer turned out to be another episode in a nightmare Willy and Elias created for my wife and I. Don, a pompous, arrogant sort, began to tell us that they had no intention of reibursing us for the full amount promised. We stated our cases and Don practiced his conflict resolution skills he had apparently digested from his quaint collection of Successful Management and Leadership books stacked behind him. Don’s continuous use of the phrase, “This is bad business” perplexed me which may have been his intent, but I could only rebute that it certainly was, “on your part Don”. He mentioned that by reibursing us for the full amount he would be admitting that Willy lied and that he would have to fire him just before Christmas, and how Willy would have to go tell his wife and kids there wouldn't be Christmas this year. What a pitiful comment to make at the expense of your employee Mr. Nichols. Don offered to reiburse us for $250.00 of the $500.00 owed. We took the check (which was cut in about 5 minutes) and called it a win. I could continue to elaborate on the differences between getting screwed over by Don Nickols vs. Don Rickles, but I’ve already made this too long. If you decide to deal with the Lexus of Rockville despite this long, but passionately written story, please be sure to have them put EVERYTHING in writing. Willy is a good salesman, but should have admitted his mistake. Elias was, for lack of better words, worthless. Janet will be getting a call from my accounting department regarding a position. And Don…well, simply put, Don is not a smart businessman. More

Went to look at a new 2010 RX 350. Dealt with Willie Savage and the service was great so I ended up going back to get the car - much better than the one in Silver Spring. Actually the best service of al Savage and the service was great so I ended up going back to get the car - much better than the one in Silver Spring. Actually the best service of all of the BMW/Mercedes and Lexus stores I have been to. Got a great discount almost 4000 off! More

I have been in the market looking for a new car since my car was totaled. And I went into this Lexus dealership in Rockville and wanted to check out the hybrid IS250 AWD and HS250. When my spouse and I wal car was totaled. And I went into this Lexus dealership in Rockville and wanted to check out the hybrid IS250 AWD and HS250. When my spouse and I walked into the door, we first were not greeted by the receptionist until we walked past her desk, then she finally gave us a look and then decided to ask us "how can I help you?" And I told the receptionist that I wanted to check out cars. She then tried to get someone to help us, the first one she found refused to help and walked right out of the door at the time, then we waited by a HS250 in the showroom before someone else showing to help. After a couple minutes later, we were introduced to a sales person, but I forgot his name now. He was not friendly at all especially when I inquired about the base-model of the new HS250 then later the IS250 AWD, he told me that they don't have that many in stock and started ask me "what do you look for in car?" I was like, "didn't I just ask you about these two cars?" and he couldn't really tell me about these cars but asking me in return "what do you look for in car?" We were not even invited to sit in these cars and do comparison. Then I thanked him and walked away. So did he. He was not patient at all. I will never go back to that dealership for any business in the future. More

I JUST LEARNED FROM LEXUS OF ROCKVILLE FORMER SALES MAN THAT IT IS THEIR SALES STRATEGY: MEET AND ALLURE OLDER PEOPLE AND AVOID MEETING YOUNGER PEOPLE FOLLOWING TO THEIR STEREOTYPES AND BIAS. WE ARE YOU THAT IT IS THEIR SALES STRATEGY: MEET AND ALLURE OLDER PEOPLE AND AVOID MEETING YOUNGER PEOPLE FOLLOWING TO THEIR STEREOTYPES AND BIAS. WE ARE YOUNG PEOPLE AND CAME TO THE STORE TO BUY A CAR BUT A FEMALE RECEPTIONIST SAID THAT SHE HAD A HARD TIME TO ASK SALES MEN TO HELP ME BUYING A LEXUS CAR. I HAD TO DRIVE TO ALEXANDRIA, VA TO BUY MY DREAM CAR AND FINALLY BOUGHT IT WITH A GREAT DEAL! LEXUS OF ROCKVILLE - WEIRD STORE WITH AGE DISCRIMINATION! More

Did test drive of 2008 ES 350 in January 2008. Got multiple follow-up phone calls urging to set an appointment through their VIP program. Was instructed to bring the confirmation number to receptioni multiple follow-up phone calls urging to set an appointment through their VIP program. Was instructed to bring the confirmation number to receptionist and everything will be fine. However, the receptionist was totally clueless when we show up at the appointment time with confirmation number. The sales manager was rude and arrogant. Sales rep was friendly though, showing us everything about the car. But the sales manager was simply “busy” with the pretty receptionist all the time. And he bluntly rejected the lower price of which the sales rep offered to us. When the sales manager was not so “busy” with the receptionist, he would just stop by our table and said want to check out how “our VIP” was doing in a despised way. Sorry, Lexus of Rockville, you just lost our business because of this sales manager. More

My salesman was great. Go see Seth... Service dept is OK. They just completed new customer waiting lounge which is nice. There are computers w/internet access to use on 2nd fl. Service advisors are ki OK. They just completed new customer waiting lounge which is nice. There are computers w/internet access to use on 2nd fl. Service advisors are kind of stand offish and will walk right by you as you stand in the service lane and not even acknowledge you. My one major complaint... The service visit carwash STINKS. My car actually has come back on every occassion dirtier then when I dropped it off. I had to start asking they not wash my car because I get tired of cleaning after I pick it up. They do NOT dry the car completely, vacuum, or shine tires! During one visit, they delivered my car with bird crap all over the hood and when I complained to the porter he proceeded to whip it off with tire acid!!! For the price you pay for service and the vehicle they need to step this up a couple of notches. Other lower end car dealers offer more and better service on this front. More

BEWARE OF THIS DEALERSHIP!!! I was quoted an internet BEWARE OF THIS DEALERSHIP!!! I was quoted an internet price for Lexus RX350 AWD 2008 model with Bradywine exterior color by sales persons Jim and Ste BEWARE OF THIS DEALERSHIP!!! I was quoted an internet price for Lexus RX350 AWD 2008 model with Bradywine exterior color by sales persons Jim and Stephanie via email. This was going to be an out of state sale. Jim and Stephanie offered attractive pricing. They also called me several times to tell me that the customer service of Lexus of Rockville is extremely good. Several days later I called and left multiple messages for both Jim and Stephanie asking them to call me back so that I could put down deposit to reserve the car. Jim or Stephanie did not call back. Finally, got a hold off Jim. He asked me to stop by the dealership. Drove two hours to get to the dealership, could not speak with Jim. Jim's colleagues told me that they sold all their Brandywine color cars. I told the manager about the extremely unethical behavior of the sales people. Told me that he was sorry, but showed no effort to remedy the situation or interest in changing the behavior of the sales persons. This whole situation cost my pregnant wife and me few hundred dollars and four hours on the road. More

This was the best overall experience, I've ever had in a car purchase. There was not pressure and nothing but complete honesty from the Internet sales rep. She was very patient and was very straight fo car purchase. There was not pressure and nothing but complete honesty from the Internet sales rep. She was very patient and was very straight forward with me. I would definitely purchase from here again. They provided me and my family food and refreshments as our documents were being prepared. The entire experience was brief and accurate. More