Ourisman Lexus of Rockville

It took me this long to get over my frustrations and anxiety of buying a used car and I did not want to write a review when I was upset but I am ready now. I bought a used certified 2018 Lexus 450h bac anxiety of buying a used car and I did not want to write a review when I was upset but I am ready now. I bought a used certified 2018 Lexus 450h back on April 1st, 2023. Since the car had just came in and was not detailed clean and the driver side rear view was damaged and had to be fix plus a couple of scratches in different places which I do understand I have to leave the car there for a few days. I put down $3,000.00 deposit, and 3 days later was called to pick up the car and to bring the cashier check for the remaining balance since I wasn’t financing it. When I got to the dealership I was so excited but then I noticed the mirror was not fixed properly due to the two pieces of the driver side rear mirror was off track and not closed tight. Mr Willie S. checked on it and wiggled the two pieces and snapped together for it to closed, then I pointed out on some the scratches was not done yet. He said okay leave the car there and he will call when it’s done. 4/8 I picked up the car and paid in full with cashier’s check. I drove to my friend’s house in Virginia and started hearing sound and found out the passenger rear view mirror was making noise because of the vibration due to it was slightly loose. By the time I go back home the dealership was closed so I have to wait until Monday because the dealership is closed on Sunday. On Monday 4/10 while standing in my driveway looking behind the car and I can see on the roof top of the car there was a slight dent with a nine inch scratch near the antenna so I called and spoke with Brionna and she said to bring the car back. When I got to the dealership, I asked Brionna and Mr. Willie if they know about the scratch on the roof and didn’t tell me and they both said “no”. Mr. Willie told me not to worry and that he would take care of the scratch and the vibration of the mirror. 4/14 Brionna called me to pick up the car. I picked up the car around 7:45pm and it’s dark so I couldn’t see clear to check the roof or the passenger rear view mirror. Next morning 4/15, I go outside to check on the passenger rear view mirror and was shocked to see a piece of black rubber was tucked right inside under the mirror with a little piece still sticking out which prevents the mirror to fold when I locked the car, this set an alarm so I checked on the scratch on the roof which seems fixed and then I opened the back hood where I found a couple pieces of foam were laying at the bottom, I then saw both back side panels and above back panel was not closed properly, I guessed they opened to gained access fixing the dent on the roof. At this point I was so upset, numb and just thinking this is such a nightmare and unreal. I called Brionna and told her what I found and she too was shocked and embarrassed to hear what was happening, I took pictures and sent it to her. She asked me if I can wait since Willie is on vacation and I told her no and that I need to see a manager or whoever is in charge. She went and talked with Ki Robbins and asked me to bring the car back in. I brought the car back and spoke with Ki Robbins and Vince Garcia about the issues I have with this car and that I cannot imagine which vendor Lexus dealership use to do all this work. After inspections, Ki said that he will order a new rear view mirror and clips and fix all necessary if found needed. 4/18 Ki let me know parts came in and he gave me a loaner car. I mentioned for them to check the brakes and shocks because it doesn’t feel right due to it makes squeaking noise and that I will bring the car to my car mechanic ST’s Auto to double check. 4/20 Ki let me all fixed, picked up car 4/21 p/u car tags 4/27 Vince called to check on how everything is. I want to sincerely from the bottom of my heart thanks Ki Robbins, Vince Garcia who I can trust and gained the confidence again Also thanks Brionna & Elyanna (receptionist) for being professional and calm me down when I was upset. More