Loc Truong

🚨 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

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I purchased my first Mazda car cx 5 2025 two weeks ago. Thanks to David Hernandez for his excellent service and good treatment of me, He answered all my questions and concerns about the car purchased. Th Thanks to David Hernandez for his excellent service and good treatment of me, He answered all my questions and concerns about the car purchased. Thanks mazda of Rockville for their excellent service. More

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Ali very informative, pleasant and easy to deal with. Phong charming and very helpful. A good car buying experience Phong charming and very helpful. A good car buying experience More

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Nice experience very good salesman(Andreii) He clearly knows the cars and has really good customer service skills knows the cars and has really good customer service skills More

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Poor Service scheduling and delivery. Mechanic seemed competent, but trust is lost due to bad communications. Mechanic seemed competent, but trust is lost due to bad communications. More

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This is our 3rd time at Ourisman Mazda of Rockville. We bought 2 cars here- the 3rd time was during a shortage of vehicles, and we couldn’t find what our daughter wanted. From when you enter you are gre We bought 2 cars here- the 3rd time was during a shortage of vehicles, and we couldn’t find what our daughter wanted. From when you enter you are greeted and welcomed. Michael Bout is a knowledgeable, patient and experienced salesman. We never feel pressured here, and we love it! More

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I was able to find a car that fit my needs and get me out from under a car that I was upside down in. from under a car that I was upside down in. More

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It has been the worst experience leasing and buying a car. Unorganized, the administration is not responsive and rude, make you waste a lot of time. car. Unorganized, the administration is not responsive and rude, make you waste a lot of time. More

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I was very satisfied with the service at The Mazda Ourizman. It was easy and quick to drop the car. The technicians sent me the video communication explaining what is the problem and all was handled w Ourizman. It was easy and quick to drop the car. The technicians sent me the video communication explaining what is the problem and all was handled with care of a customer. The customer service representative was in touch with me all the time. I always come to this service for my Mazda service. More

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Terrible experience. I had a time to test drive a car, which was in and of itself impossible to setup. I had previously called and emailed and got no response. Somehow, I had a time to test drive a car, which was in and of itself impossible to setup. I had previously called and emailed and got no response. Somehow, I was placed on a call list, and when I was called, I said great, no one has responded at all in the past 3 months (that's correct, three months), so I would like to setup a time to test drive the car. So I get to the store, granted, I am 10 minutes late, which I called ahead and told them I was running 10 minutes behind. I get to the store and the one test model is out. The manager says oh, we have that car with the guy scheduled to drive it after you, so you can take his spot. Ok, fine. After some time, they give me some paperwork for the test drive. Ok, no problem. 10 minutes go by. 20 minutes go by. I am sitting in the showroom for 50 minutes, and finally, I have to leave. I did not even need to take the car for more than like 5 minutes to make sure it had enough power and was not underpowered (that's redundant, I know, but clearly the point is I was suspect that it did not have enough power). As I am leaving, I pass the guy coming into the lot with the car. I poke my head out, and the guy test driving the car says to me "Maybe be on time next time." What!?!?!?! Are you kidding me? You take the car for 50 minutes, and you are now trash talking to another customer? The sales guy did nothing, and I said "sir, you have no respect for tanyone's time. If I had been on time, you still would have taken. 50 minute drive and then the guy after your spot would be out of luck." He just kept going "people's time is important." I said, "yeah, it sure is." I looked at the sales manager, and said "Really, you wasted my time, and now you are going to let some guy yell at me?" He just tucked his head and went inside the door. I thought the guy driving the car was going to try to throw a punch or something drastic and stupid, and I thought do I want to get arrested or beat up over something so silly? No, no I do not. Do I need this car? No, no, Ir really do not. But as I am leaving, the guy is making every offensive gesture you can imagine at me, and then chases down my car. Two other customers see this and turn right around and leave. I called back to find out what was going on, and got no response. The sales guy didn't return my call or anything. And then one month later, I get a text from another sales manager making sure I was well taken care of during my visit. Are you serious? Who are you people? More

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