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Ourisman Lexus of Rockville
Rockville, MD
2,339 Reviews
This rating includes all dealership reviews, with more weight given to recent reviews.
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July 22, 2023
Courteous and knowledgeable service staff — especially Ozzie Jones, who is always willing to share his deep expertise and is always client-focused Ozzie Jones, who is always willing to share his deep expertise and is always client-focused More
by wjc
Employees Worked With
Ozzie Jones
July 18, 2023
Vince, the service advisor was friendly. However, he did not show me the tire or go over the tire photo to explain the diagnosis and why a new tire was needed; he could not tell me if the ti However, he did not show me the tire or go over the tire photo to explain the diagnosis and why a new tire was needed; he could not tell me if the tire replaced was the one that had a patch or if it was indeed the front driver's side with a new puncture. He did not seem to know the answers, and I was confused. I felt a massive lack of distrust, and feelings of predatory tactics started to loom due to the lack of information and customer service. I'm disappointed by the service department's lack of communication. I don't understand vague and ambiguous language; it triggers fear. I prefer the service technicians to advise me on the best options and inform me of pertinent information. Justin Furstenberg did not assist me when I first contacted him regarding the tire pressure issue. He made the issue more stressful by advising me to aimlessly find another service station, specifically NTB to fix the tire rather than offering to have my car towed and serviced by Lexus. I accepted the new tire, paid over $300 for a single tire, and left feeling ill and devasted that the trust between me and Lexus was broken. Overall, I am very disappointed with the customer service I received at Ousiman Lexus of Rockville. I expected streamlined service because this is Lexus, and the tire issue had been patched, and I scheduled a routine maintenance service. Still, I was disappointed by the ineffective communication, subpar customer service, and being patronized multiple times by a service technician hiding behind the Lexus name. However, some genuine Lexus brand ambassadors were able to pick up the pieces when the service department left me feeling fleeced. I am willing to repair the trust, but I need Ourisman Lexus of Rockville to provide me with the service and trust I have invested with Lexus. More
by Tallulah
Employees Worked With
Justin Furstenberg, Vince
July 18, 2023
Excellent customer experience and service. My service representative Nelson was very knowledgeable, friendly, and kept me informed about the status of my vehicle. I highly recommend Orisman Le My service representative Nelson was very knowledgeable, friendly, and kept me informed about the status of my vehicle. I highly recommend Orisman Lexus of Rockville More
by Lance
Employees Worked With
Nelson
July 15, 2023
Omar was very helpful and kept me abreast of all of the repairs. He got me a loaner car when it turned out my car was going to need more repair than was planned. I always have a good experience with the repairs. He got me a loaner car when it turned out my car was going to need more repair than was planned. I always have a good experience with the service deaprtment. More
by cnplsully
Employees Worked With
Omar
