Ourisman Mazda of Rockville - Service Center

🚨 Repeated Service Failures, Dishonest Practices & Poor Management – AVOID THIS DEALERSHIP 🚨 I’ve been a Mazda owner for over a decade, but after multiple horrible experiences at Ourisman Mazda of Rock Management – AVOID THIS DEALERSHIP 🚨 I’ve been a Mazda owner for over a decade, but after multiple horrible experiences at Ourisman Mazda of Rockville (May 2024, Jan 2025, and Feb 2025), I will never return. This dealership is poorly managed, dishonest, and refuses accountability. May 2024 – Overcharges & No Communication Quoted 2-3 hours for service but waited all day with no updates. Given a loaner at closing with no prior notice. No one contacted me when my car was ready. Three days later, I called and was told it had been sitting there since the day before. Final bill was $300+ higher than quoted—corrected only after I pushed back. After I left negative feedback, Service Director K. Jones called, apologized, and personally scheduled my January 2025 visit, promising better communication and a dedicated advisor. January 2025 – 7-Hour Wait & Damage to My Car Scheduled routine maintenance (quoted 1-2 hours) and a full detailing. Waited from 10 AM to 5 PM with no updates—only received a last-minute text: “Your car is ready.” The "express detailing" was just a standard car wash—they never cleaned the interior. Interior was still dirty, and my previously undamaged car now had dents and scratches. Service Manager Phil admitted fault and promised I’d get an email from Service Advisor Oz to schedule repairs. Instead, I was ignored for over a week. Emailed Oz—no response. Called multiple times—was hung up on twice. Told Phil would call me back—he never did. Left multiple messages for K. Jones—never received a response. Only after escalating to GM Loc Truong did anyone respond. February 2025 – Lied About Repairs & No Priority on My Car Dropped my car off Feb 3rd for dealership-caused damage repairs. Feb 5th: Told my car would be ready that morning. Feb 6th: Told, "We actually have no idea when it will be ready." Feb 11th: Got an email (12:07 PM) and a text (12:20 PM) saying my car was ready. Feb 11th (1:28 PM): Asked Keith to confirm repairs were actually done before I arrived—no response. Arrived and was told they didn’t know where my car was. When my car finally arrived: The primary repair—the dent—was never fixed. Phil told me, "The team must've been too busy and not gotten to it." My car was there for 1.5 weeks, yet the main repair wasn’t even done. The damage wrapped around the entire passenger side—from the trunk to the front bumper, including the headlight. Phil originally said ALL of it, including the headlight, would be fixed. Later, Keith claimed it was never documented, so they wouldn’t address it. A service advisor even tried to blame me, saying "because of that email you sent Keith." When I clarified I only asked them to confirm the work was done, they looked shocked. February 15th – Final Pickup & The GM’s Indifference Keith called at closing on Friday, Feb 14th, expecting me to drop everything and pick up my car. Arrived the next day, Saturday, Feb 15th. No one in leadership (Keith, Phil) was present. Staff didn’t even know if my paperwork was ready. Asked for the GM—employees smirked. They clearly know management is useless. Loc Truong (GM) finally appeared, carrying takeout. He shook my hand but said nothing. He never apologized, never addressed the failures, and stood silently as I inspected my car. When I firmly told him, "I won’t be back," he shrugged and said, "That’s fine." Final Thoughts – Why You Should AVOID This Dealership 🚫 ZERO Accountability – Management ignores customers for weeks until escalated. 🚫 EXTREME Lack of Communication – I had to chase them for every update. 🚫 Dishonest Business Practices – They downgraded my service without approval and lied about repairs. 🚫 Incompetent Leadership – GM Loc Truong & Service Director K. Jones refuse to engage with customers. This dealership has made zero effort to retain me as a customer. If you want honest service, go somewhere else. More

One of the worst and most disrespectful customer experiences of my life. I brought my (new) vehicle in to look at a battery issue and was told that it was fixed after several days. Two days after experiences of my life. I brought my (new) vehicle in to look at a battery issue and was told that it was fixed after several days. Two days after retrieving the vehicle, the exact same issue began occurring again. I called back and spoke to a representative, and was told they needed to return my call after speaking to a service manager. They never called back. I called back a few days later to schedule my second appointment, and was told the repair would take another couple of days, but they could not guarantee a loaner vehicle unless I scheduled at least 4 days in advance… so I did. On the day of service, I drove the 45m to the dealership and was told that there was no loaner available. I then asked if one was going to be returned later that day, and was told “I don’t know, maybe.” Then I asked if they could just do the work that day and I could wait for the vehicle… but was told “we are really busy” and the then the rep just started typing and ignoring me until I walked out. No apology. No trying to help me solve the problem. Nothing. I ended up wasting nearly 2 hours of my work day to be treated like crap trying to get them to fix an issue that they had already failed to fix once earlier. Never again. Use this dealership at your own peril, but be prepared to be disappointed. More

The service was excellent. Oz was extremely accommodating, and was quick to help me out with my needs. Oz was extremely accommodating, and was quick to help me out with my needs. More

Super friendly, communicative and solved all my issues in a timely manner. Great people there. a timely manner. Great people there. More

Oz was great. He took care of my car and was able to squeeze me in for servicing last second He took care of my car and was able to squeeze me in for servicing last second More

Service department was great. Our first service for our new car was complementary, so that was great. And they finished in a shorter time than expected. Our first service for our new car was complementary, so that was great. And they finished in a shorter time than expected. More

Good service, responsive and cordial. Even when really busy, they made an effort to take care of my needs Even when really busy, they made an effort to take care of my needs More

3 1/2 hours for an oil change today. No communication from assigned service advisor. Horrible, unprofessional staff. This is not the first time I have experienced service issues with thi No communication from assigned service advisor. Horrible, unprofessional staff. This is not the first time I have experienced service issues with this dealership, but it will be the last!! More