ComplaintsforOurisman Ford & Lincoln

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made 2 copies of the keyfor my truck They charged me for the 2 keys and for the activation of the chip of each key. I started the truck with no problem and when try to lock my truck none of the keys work . I went back to get a refund of my money But only gave me the refund for the keys but not for the activation of the keys. When I asked them to give me back the keys. They wanted to charged me again for the keys and they didn’t return them to me

  Customer response

  10/18/2023

  The case was solved 

  thank you 

  they called me and gave me a refund for the keys that didnt work 

  *************************

• Initial Complaint

  10/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  This is one of the horrible customer service experience anyone can have from the sales to service department. I purchased a truck a year ago in 2021 and truck failed to start Sep. 10,2022. I called to ford and they towed to this dealership which I made an original purchase. Now is 45 days and no one try to repair my truck. I email the GM and service manager both are deaf or it is a normal in that dealership. I had a quote before the truck towed and now their are $13k price drop. I pay price for their negligence or irresponsible action. I have a warranty for the truck but seems warranty job is something no one wanted to touch. I have contacted ford customer service they are trying to make the situation change but seems the dealership doesn't won't to repair and back my truck. It is a very bad customer service and bad dealership to come close to it. I am sure their are more people have disappointment at this location. It seems no one over see this location or any of Ourisman dealerships. I need help form BBB to try to have a resolution.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I dropped my 2020 Ford ******* off at 9/12/2022 for an issue with a transmission slip. I was told by the service department that they felt the transmission slip but were unable to recreate the problem consistently. The service department told me that they need to keep the vehicle for an additional week to continue diagnosing the problem. I attempted to contact the loner vehicle department Misty but was hung up on twice before we could find a resolution because I was told they couldn't help me for three weeks. I'm in law enforcement and unfortunately don't have a job where I can continue to miss work without having a vehicle. If I miss work from not having a vehicle (That is under warranty) I can't afford to purchase a rental car. This dealership has already had my car for a week and I was told that it’s going to take another week to just find the problem. I would not have purchased an under warranty vehicle if I cant use the warranty. The third time I was sent to voicemail and the fourth time someone in the sales department Ella told me they'd be in contact but never reached back out to me. I attempted to contact you but they refused I was redirected to the dealership by another Ford dealership because I was told you could help me. So far, my service has been terrible and unacceptable.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Jasmine W**** (assistant service manager) and Rudy P****** ( service director) treated me like an animal. Lied to me for almost 2 weeks. I didn’t have a loaner. Car was n in for service but no one got to it at ALL. When I picked up my car it was covered in bird poop. They didn’t even apologize for having my car for almost 2 weeks and not doing ANYTHING. Not even a diagnosis was done!!!! I’ma finance manager in the car industry and I’ve seen bad service but NOTHING like what I’ve experienced at Ourisman Ford of Alexandria. HOW ARE THEY STILL IN BUSINESS?!?! Wasted so much of my money and time!! Now I’m still suffering with car issues on a 2020 Mustang GT with less than 32k miles!!!!!!

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my car in for battery trouble in April, I was told that the battery needed to be replaced ($275 + labor). The battery was replaced, I was told the car was drivable, but that the hybrid battery charge was low and it needed to be driven more to charge the battery. I picked up the car on April 29th, and it was still shutting off while being actively driven. I had it towed back to the dealership, and then was told I would need to pay $500 for a hybrid battery charge- I gave them permission to do this. I was then unable to reach them by phone for weeks, after 3-4 weeks they finally returned my car and said they have not attempted the hybrid battery charge yet. I have been assured by the manager multiple times that they know it is an electrical problem with the car and they can fix it, but have yet to get the car back almost 4 months later. The manager, Chris B*****, will not return my calls or emails, despite me reaching out multiple times a week. An employee named Sue returns my call about once every 3 weeks to tell me that either no one has looked at my car, no one knows what the problem is, or that the shop foreman has not been in. I have spent hundreds of dollars on ride share services since April, they refused to give me a rental car.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  26 calls over a week to their service department to setup an oil change. No one ever called back, not even the service manager returns voicemails. Automated phone scheduling for appointments confirmed I was setup in the system. But when I finally got through to someone (call #26), they said I wasn't setup in the system. Only then did they setup an appointment for an oil change. When I brought up this nightmare experience with the Ford Service Manager, they said, "Sorry. But nothing will change." Parts were needed to be ordered. Of course, Ford will need to have another appointment setup. 20 additional calls over 3 weeks to see if my parts came in and to setup another appointment to get the parts put in my vehicle. I was finally able to reach someone to walk back to the service dept to get an appointment lined up. 4 days Ford has had my vehicle. No one from Ford has responded with an update. 4 calls today/voicemails have gone unanswered by Ford. Several important error codes showed up on the dashboard during highway driving: Service ********** **** Hold System Fault 4WD Fault Service Required Pre-Collision Assist Not Available Drive Mode Not Available Reverse Brake Assist Not Available And the Reverse Camera blue screens when reversing. Also to include: 12,000 miles ago the vehicle's Power Steering went out when driving with my wife and son in the car. That sounds like a serious safety concern. I happened to see all these error codes then right before the power steering went out. I'd hate to be in fear of my vehicle becoming undrivable when doing 65 mph on the highway. Looking for a resolution with the Service Dept and addressing the real safety concerns for this vehicle

• Initial Complaint

  05/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/15/2022 Purchased recently inspected and Ford Blue Advantage Certified 2013 Ford ******** Approx. 30 days and less than 1000 miles later it needed $1200 worth of tires due to abnormal wear (steel belts exposed) caused by an open recall they did not in fact fix. Tire replacement and completion of open recall performed by Ford dealer in Ashland, VA as tires were undriveable to Alexandria. Spoke with General Manager Lee B***** and Service Manager Jeff R********* to request reimbursement. They stated that the tires were passed as almost new and they had fixed the recall. Either the inspections were wrong or the open recall caused the wear. In either case they should have reimbursed me for the tires. There has been no wear to the new tires since the other dealer fixed the recall. Recently cost $4000+ to repair an engine issue that should have been caught in all of their inspections. Luckily I purchased a 3rd party warranty (not from them) and had the work done at another Ford dealer as I would never deal with Ourisman again. Ford Corporate shockingly really has no control over individual dealers so a complaint has been filed with the VA Motor Vehicle Dealers Board.

  Business response

  06/13/2022

  ---------- Forwarded message ---------
  From: ***************************** <*******************>
  Date: Mon, Jun 13, 2022 at 8:00 PM
  Subject: ID: ******** ********************
  To: Dispute Resolution Team <***********************************>, ***************************** <*******************>
  

  
  
  

  We have resolved this dispute with ******************** and she is satisfied with the outcome. Thank you very much for your assistance with this matter.  

  Respectfully, 

    

  
  

  *****************************
  Executive Office Manager
  

  Ourisman Automotive of ********

  ************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my car on January 31 2022 and when I got my car the Tire sensor was on so I told the sales people about it and they told me to take it to the service department and they would fix it. I took it back the following day and they told me the tire sensor was broken and that they needed to order the part. They told me to come back the next day. When I went back again the next day they had me wait for an hour and half just to tell me they still don’t have the part. Then they gave me another date to come back on and when I did they said they still don’t have the part. I tried to call before I went up there but they never answered the phone. I called over 30 times and left a bunch of voicemails but they never responded to them. I had to drive up there 6 times because they refused to answer my calls or voicemail so that was my only way of finding out if they were going to fix my car or not. The last time I went was on Saturday 2/12/2022 and they told me they have the part but they don’t know where it is because the guy that had it is not there. So I told the lady if she could call me on Monday 2/14/2022 so they can let me know when to come in and they never called me back and it’s been over a month. I recently called and asked to speak to the service manager and they told me he was busy and that he would call me back and he never did. Then I contacted the dealership's General Manager and he told me he would find out what's going on and call me right back but he never called back either. I have been trying to get them to fix my car for the past month and a half and they still haven’t fixed my car. If it was something I broke I would have just gone to a different place and got it fixed but they knew it was broken when they sold me the car. When I came for the test drive the day before I bought the car I did mention the tire sensor was on and I was told it would be taken care off.

  Business response

  05/20/2022

  ---------- Forwarded message ---------
  From: Sherry E******* <*********@*****.com>
  Date: Thu, May 19, 2022 at 7:50 PM
  Subject: complaint # ******** *** **********
  To: Dispute Resolution Team <drteam@mybbb.org>
  Cc: Sherry E******* <*********@*****.com>
  

  
  
  

  I have spoken with *** ********** regarding his tire sensor concerns.  We have replaced the tire sensor, upon completely the repair it was determined the sensor needs to be programmed at a ****** dealership.  We offered to take it to the ****** dealer, however,  *** ********** plans to go to his local Nissan dealer for this repair.  Once the repair is completed *** ********** will submit his invoice to us for reimbursement. Going forward I will be the  primary contact for *** **********. 

  
  

  Please feel free to reach out to me directly with any questions or concerns.  Thank you for your assistance with this matter.   

  Respectfully, 

  
  

  Sherry E*******

  Executive Office Manager
  

  Ourisman Ford & Lincoln

  ###-###-####

  Customer response

  05/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** **********  
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was serviced at Ourisman ford from 9/8/2021 - 11/5/2021 for a tranmission replacement . After getting the car back, the car was still having some issues. I called and went back to the dealership and was advised to drop the car back off on 12/21/2021. i dropped my car back off for the same issue, I was informed by Daniel B***** that the module should've been replaced when the transmission was replaced, but they tried a few things then the car became unresponsive. Finally after another 2 months and 4 days, I get my car back and was informed that I needed to pay another deductible for the module because it wasn't transmission related when i was initially informed it was. on 2/28/22 as I ****** ****** was on driving home from work on interstate *** in rush hour traffic, The car was still moving and traveling at a speed of 45 mph, the car stalled for a second, which almost felt like someone was pulling a mat from up under my feet, I reached out to ford and haven't heard back . 

  Business response

  05/12/2022

  ---------- Forwarded message ---------
  From: Sherry E******* <*********@*****.com>
  Date: Thu, May 12, 2022 at 3:46 PM
  Subject: ID ******** - ** ******
  To: Dispute Resolution Team <drteam@mybbb.org>, Sherry E******* <*********@*****.com>
  

  
  

  We have reached out to *** ****** to try to resolve his complaint on several occasions with no response.   We are more than happy to schedule a time for Mr. Torres to come in so we may address his concerns.  Please feel free to contact me with any questions or concerns. 

  
  

  Respectfully,  

  
  

  Sherry E*******
  Executive Office Manager
  

  Ourisman Ford & Lincoln

  ###-###-####

• Initial Complaint

  02/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July 2021 I purchased a 2018 Lincoln *** for the Ourisman Dealership in Alexandria VA. Based on my experience this dealership uses deceptive financial business practices. As part of the sales agreement I discussed trading my car in. The Sales manager stated they would give me $1000.00; however, I was free to take my car to ****** to see if I could get a better offer. I entered into a contract which I was told I had 3 days to change/cancel. I was also told to either bring back the car back or the down payment within 3 days to finalize the transaction. As insurance to the dealership, I completed the contract with my signature based on a $1000.00 trade in. In my mind the loan would not be processed until I came back. The problem is that did not happen. The next day I called the finance officer, Norman (Ted) M****, and told him that I sold my car to ***** for $4000.00 and I would be brining my down payment in the following day. At which time he informed that that loan had been processed the same day and the only way to add this money was to pay it directly to **** ** *******. I was confused and furious. How did this happen? Why did this happen? I believed I had 3 days to make changes and during that time I had decided to use my own financing and not purchase the warranty. I was told that I was basically out of luck, but that they needed me to bring them $1000.00 so they could close out the transaction. I initially refused. The end result was that after numerous unanswered calls, I wrote a negative ****** Review (the manager responded saying he would call but NEVER did), I gave them $1000.00, and refinanced the car with ****. The dealership should put their 3 day policy in writing, so consumers know that the loan will be processed or will not, and under what circumstances. I am still not sure if this was a mistake or common practice. I was a mistake. I want the cost of refinancing the loan returned to me & the $50.00 they withheld for canceling the warranty .

  Business response

  03/04/2022

  ---------- Forwarded message ---------
  From: ***************************** <*******************>
  Date: Thu, Mar 3, 2022 at 6:55 PM
  Subject: Complaint # ******** - **********************************************
  To: Dispute Resolution Team <***********************************>
  

  
  

  We have spoken with ********************************* and have resolved her concerns. Thank you.

  
  

  Respectfully, .   

  
  

  Sherry E************
  Executive Office Manager
  

  Ourisman Ford & Lincoln

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩