Ourisman Mazda of Rockville

A matter of life and death- revisited My 2016 CX-5 experienced catastrophic, life-threatening, electrical failure twice. After two failed attempt to repair, Ourisman gave me a loaner and s My 2016 CX-5 experienced catastrophic, life-threatening, electrical failure twice. After two failed attempt to repair, Ourisman gave me a loaner and said I should contact Mazda USA myself. Ourisman has treated my entire situation with great care and sensitivity. They extended the use of their loaner car while I deal with Mazda corporate. As far as customer service goes, Ourisman in Rockville is top notch, while Mazda corporate customer service is terrible. More

Charged 1.5 hours of labor to install a battery I paid $265 for ourisman mazda to install a battery, then had to have the car towed from the dealership when I arrived to pick it up and the battery I paid $265 for ourisman mazda to install a battery, then had to have the car towed from the dealership when I arrived to pick it up and the battery did not work. Rather than immediately issue a refund for the defective battery, chuck devault, the service manager, said that I would need to go through the "mazda warranty" on the battery to get my money back. I wasted a half day having my car towed from ourisman, and now have to sue them to get my money back. The problem was easily fixed when far east motors of silver spring installed a non defective battery. Skip the arrogance and incompetence at ourisman, and go to far east motors. I dealt with pj and chuck devault at ourisman. They were always very difficult to reach -- the automated system forces you to talk to many people before you get the one you actually asked for., Even paying them was a nightmare (20 minute wait). I wish that I had not paid them before checking to make sure the battery worked, but I had to to get the key. The Maryland attorney general's office should be investigating the business practices at ourisman. More

They Lie about their deals I went there and picked the car that I liked. They didn't have it in stock. When they brought it, they told me this is the EXACT car that I was lookin I went there and picked the car that I liked. They didn't have it in stock. When they brought it, they told me this is the EXACT car that I was looking for. Right before signing the papers, I checked again and I noticed it doesn't have half of the options that I wanted. I called Gordy March the general manager and he told me it is what it is. I said I will leave you bad reviews if you don't fix this issue. He said "You can just leave now" More

Financing department are sharks. I contacted Ourisman on 12/14 to inquire about a used Mazda 3. I ended up speaking with a Geoff Lemme, Geoff was great, I had a price in mind and Geof I contacted Ourisman on 12/14 to inquire about a used Mazda 3. I ended up speaking with a Geoff Lemme, Geoff was great, I had a price in mind and Geoff was great about negotiating with me. Now I live in Delaware. Rockville, MD is 2+ hours. I went that night to look at the car and test drive it. Now I'm very young, I just turned 19 and I've had many experiences already with not being taken seriously when I show up alone to test drive and negotiate cars. I also have had experiences where I agree on the phone to a price and then I get there and the price changes. I felt like Geoff was taking me seriously but still ultimately felt like he was expecting my dad or boyfriend to call shots for me. That's okay, I don't blame him since I'm an unusual case. After signing a few documents, I was given a credit app and introduced to the finance manager. I had my own personal financing (as finding somewhere to finance me was nearly impossible) and brought the pre approval letter to show that. Now a pre approval letter means I am approved for whatever amount stated on the document. The finance manager was quick to inform me that the pre approval letter meant nothing and that I didn't REALLY have financing. When I questioned this he said he'd been in the finance business for 18 years and he knew better. He also informed me that since the pre-approval letter meant nothing I could not take the car that night unless I filed for financing through them in case my bank decided to not finance me. Now, my car I currently had was not going to make the trip to Rockville no matter what. I said fine, but warned them not to run it more than one time because I was positive they wouldn't be able to beat any rates or even probably get me financed at all. After a while John came back with a purchase order for me and very quickly and irritated told me he couldn't get financing and when Geoff asked more he just said very loudly and from across a fair distance " I sent it in everywhere and even put higher income and none of them came back" My first problem is 1) why did you increase my income when I don't make that monthly and 2) Why was my credit submitted multiple times as if that would suddenly change the banks minds. Needless to say I was pretty upset because I would have to make another 2+ hour drive with the check and was told repeatedly that the car could not be held so if someone got there before I brought the check I was SOL. That ends the first day of annoyances. On 12/15 I emailed Geoff saying I was coming to pick up the car, now the night before it was made very clear to me unless I came back with money I wasn't getting the car. Geoff quickly responded to my email saying "As long as you have your pre approval you're good to take it off the lot!!" Uhh...what? Are you kidding me? Regardless, it was too late so, I came in with a bank check for the agreed upon price and suddenly my file couldn't be found. I know that no one, maybe even Geoff didn't think I'd be coming back. I'm a young kid, I don't look great on paper. No way was I coming back for the car. They underestimated the wrong person. After spending a good hour getting paperwork found, insurance info refaxed, which had to be done twice because I am on my parents policy and it said nothing about "you being covered to drive their cars" I was taken to speak with John again. Now, by this point in time I was just so ready to leave. I was exhausted, frustrated and just wanted my car. John came into the office, put a new purchase order in front of me and nonchalantly explained that it would be 11 dollars more. Now. 11 dollars is not a big deal. But it had been explicitly agreed upon that at the price Geoff and I came to they had my business, but not a dollar more. I was quickly informed that the taxes on the first purchase order were incorrect and that I had to pay taxes otherwise it'd be illegal. I told John I understood that but I should not have to pay for the dealerships oversights and that nothing that changes in the middle of the purchase order should affect what I pay. It's their job to arrange things to make ends meet. When I asked about them eating the 11 dollars John looked at the purchase order, laughed and said the sales price for the car was what it was and it wouldn't change. John was also kind enough to print out a list of Delaware taxes and fees for me to prove he wasn't lying. Now why couldn't that have been printed out the night before to make sure the first purchase order was correct? I excused myself because at this point I was tired of being treated like a toddler who needed taxes explained to me and spoke to my dad on the phone. Now Geoff, being a good salesman saw me outside and on the phone and quickly asked me what was wrong. After telling him what was going on he went and talked to someone and suddenly the sales price was 11 dollars cheaper. After going back into the office John didn't bother to speak to me anymore, just slapped papers in front of me to sign and then take them away. I was friendly through all of this as if I hadn't been I would've been equally as rude but that would've just made the ordeal last longer. After signing I was free from the office and took the car off the lot as soon as I could. I went and parked in another parking lot to finish adjusting and playing with the car. All in all the experience was saved by Geoff because if he hadn't of stepped in I was willing to rip the check up and walk out based on the idea that I was bait and switched. I couldn't be happy with the car, and I was pleased with Geoff's service but the finance department( at least one associate in particular) is very shady and very very rude when they don't get what they want. I would tell friends to go there but ultimately be prepared to deal with a lot of nonsense if they count you out. More

Great experience for a first time buyer Working with Jimmy was a great experience. He helped me figure out exactly what I wanted without being pushy or trying to sell me anything extra. He f Working with Jimmy was a great experience. He helped me figure out exactly what I wanted without being pushy or trying to sell me anything extra. He followed up and made sure I was taken care of without over doing it. When I was ready to complete the purchase, he worked to get me a great deal. Overall the process from start to finish was much more relaxing and simple than I anticipated thanks to Jimmy. More

Happy Customer Jimmy made me feel comfortable throughout the entire sales process. I was confident I was getting a good deal and great car. I'd highly recommend work Jimmy made me feel comfortable throughout the entire sales process. I was confident I was getting a good deal and great car. I'd highly recommend working with him. He'll get you in the car you need and want with as little hassle as possible! More