Ourisman Lexus of Rockville

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

Talk about one dealership that has totally revamped their customer service over the past few years. Used to use them to service a previous Lexus and the service was only so-so. Truly an excellent experience customer service over the past few years. Used to use them to service a previous Lexus and the service was only so-so. Truly an excellent experience nowadays though, the best out of the Lexus dealers I've used to service my car. Service is always done quickly, and they're always respectful of my admittedly nitpicky requirements about how my car is treated while its there. Tony is great, and is one of the two service advisors I've ever met that I trust to give me straight information about what needs to be done and what can wait. Always plenty of clean gassed up loaners ready to go too. Came to Rockville after Silver Spring damaged my car twice in a row while it was in for service. Working with Tony and Lexus of Rockville makes servicing my other car (A Toyota Prius) at Toyota a real "slumming it" experience. The only thing I can't rate as perfect is the pricing. All Lexus dealers are expensive ($90-100 an hour here) but for some reason the same service packages are always a good bit more at Rockville than at Silver Spring. But, at Rockville they can at least park the cars without ramming them into things... More