Ourisman CDJR of Woodbridge

Dysfunctional dearlership Did an internet inquiry, based on dealership inventory which showed they had a RAM truck with desired options. Received email and telephone confirmat Did an internet inquiry, based on dealership inventory which showed they had a RAM truck with desired options. Received email and telephone confirmation from Brandon that vehicle was still available. When we arrived at the dealership, Brandon immediately handed us off to another sales person, Ike. He asked us for the features we wanted in the RAM, never remembering what they were throughout the time we spent at the dealership. He couldn't find the RAM on the lot, said it must be at their overflow lot, we had to drive him there, still couldn't find the vehicle. He said there was one more place to look, back at the dealership lot. Finally located the vehicle parked in a area where they held new vehicles in need of some "work/repair." Ike then kept trying to sell us a vehicle without the desired features. Ike kept asking us for a couple of minutes to talk to the manager to see if they could find a similar vehicle at another dealership. We left frustrated and annoyed after 2.5 hours, major waste of time, on duty managers never bothered to intervene or assist. More

Poor Management and Service I went to this dealer today and had the most horrible experience. The salesman was great (Lamar), I was in the business previously and knows how the I went to this dealer today and had the most horrible experience. The salesman was great (Lamar), I was in the business previously and knows how the process works. I requested some #'s in reference to my trade in and the sales price of the new vehicle , twice they ignored my request. Finally they gave me the #'s and they were horrendous, not a big deal. My issue is as I was walking out Matt LePage the T.O. Manager asked me a question so I stopped and answered, during our conversation he becomes disrespectful and highly unprofessional. Lustine had a bad reputation before and it had gotten better, if they continue to employ people who disrespect their customers they will again have a BAD reputation. He is the worse manager I have ever encountered- I will be sending a letter to the GM and see if he does anything about this imbecile. More

Terrible Sales & Service My sales & service experience at Lustine has been horrible. I bought a brand new 2015 Jeep Renegade on Aug. 20, 2015. It was late in the evening and d My sales & service experience at Lustine has been horrible. I bought a brand new 2015 Jeep Renegade on Aug. 20, 2015. It was late in the evening and dark when I left. The next morning when I got in the car I realized that it had not been cleaned AT ALL (there were dead bugs on the dashboard). So I called the next day & the salesman and sales manager said that I couldn't bring it in for it to be cleaned on a weekend because its too busy and I'd have to bring it back on the following Tuesday for a "detail". I was a bit irritated but tried to give the benefit of the doubt and scheduled AN APPT. I bought a NEW car and wanted it in NEW CAR CONDITION! I returned on Tuesday and had to wait over 25 minutes for my salesman to show up. He asked my concerns. Took the car and it was back in about 45 minutes. I inspected the car and all that had been done was a crappy wash - they didnt even bother to vacuum their own dirty shoe prints out of the car & the dead bugs were still on the dashboard. Its been over an hour. I sent it back. The salesman personally took the car this time. The car came back in approx another 30 minutes and it was still dirty. As I was personally wiping the car down, one of the salesmen lurking around commented and said "its a jeep its supposed to be dirty." He apparently thought this was a joke. I notified him it was NOT. At that point I had it. I confronted the sales manager & he informed me that the detailer was $200 and this was as good as it was going to get and I would need to bring it back another time. Why wasnt the detail appointment scheduled when I called this time??? Why wasn't it cleaned appropriately the 1st time? The second time? The third time? I WAS LIVID & I left. Fast forward 2 weeks....I've had the car less than a month & there are less than 1500 miles on the car. The transmission starts skipping/jolting and the brakes are squealing. I tried to call the service dept for 4, FOUR, #4 days and never could get an answer. The phone was picked up multiple times an apparently just left on the counter as I waited & could hear talking/laughing/ the loud speaker in the background. I wasted an hour of my life just trying to get someone to answer the phone. I actually had to walk in to the service dept to even schedule an appointment. I purchased the extended warranty & service plan with the vehicle when I bought it. I expect customer service. I told the service rep the issues & he scheduled an appointment for me & noted that I would need a loaner/rental. I showed up for my appointment ON TIME and there were no notes in the system for me to get a loaner or rental. I told a different service rep the issues AGAIN & she called Enterprise. I also explained to her that the car was never in new car condition & that the sales manager told me to bring it back for a detail. She made notes of it and said it would be taken care of. There was also a recall on the vehicle. The next evening the service rep called and said that my car was still being detailed and it wouldn't be ready until the next morning and asked if I would come around 10:30AM to pick it up. I complied but told him I couldn't be there until 5PM as I would be at work. He said that was fine. I arrived at Lustine Dodge at 5:07PM and went to the cashier. After about 20 minutes the cashier said the service manager was going to talk with me. I waited another 25 minutes. She then told me that they had lost my paperwork & my key. So I waited longer. The service manager comes out and I ask questions about the service performed. He was kind & informative. However I'm baffled because I cant get past the fact that the car already is requiring work. I dont understand how a "software update" can fix a transmission. He also explained to me that my brakes will probably continue to squeal. Ummmmm???? WHAT???? This can't be right. So then he lets the cat outta the bag that my key was found in the "wash bay". Wait a minute??? I thought the DETAIL was completed the night before. So I wanted to look at my car. I inspected and all that had been done was the car was run through a car wash. No NEW CAR CONDITION AGAIN! They sent me home in the rental car & someone else is now going to "personally take care of it". I returned the next day around 2PM and went to inspect the car - remember they kept it another 1 1/2 days extra to restore it to "new car condition". When I inspected the car it was still dirty. All that had been done is the car had been run through a carwash. They didn't even bother to dry it as there were spots all over it. I inspected the car with Ken Moore (who is by far the most helpful at the entire dealership - he should be the GM). I requested to speak to the GM, Jason Dill. I went inside and waited for him. When he acknowledged me he gave me a very cold and snarky "Can I help you?" I told him I was waiting to speak with him and he told me "You will be waiting a while. I'm busy." This completely irritated me AGAIN so I said "I'll wait" and stepped up to his desk. He said "Do you want to take a seat?" I said "No." He tried to pass me off to someone else. He was working with salesmen, etc and without looking up at me he said "You standing there like that is going to get you nowhere." I have NEVER experienced someone in a managerial position that is as unprofessional and rude and Jason Dill. I now understand why the dealership sales & service is so terrible. It's because of his unprofessional and rude disposition and disrespectful treatment of customers that there is ZERO accountability and professionalism from the rest of the team at Lustine Dodge/Jeep. The gentleman that I did talk with, Jessie, listened and is kind. However at this point, the damage is done. I have ZERO faith in the dealership and they have lost all credibility mostly because of the horrible experience with the GM, Jason. I am absolutely appalled. I left the dealership and low and behold the brakes are STILL squealing, but it's a different noise than before AND my connection between my phone hardwired (Aux & USB) and Bluetooth doesn't work, AT ALL. Needless to say, I am irrate and so annoyed that i have to step foot back into the dealership. I am so incredibly frustrated and offended by the customer service that all the joy of purchasing a new car has been lost. This has been an absolutely terrible experience. I would never purchase another vehicle from Lustine and I certainly would not recommend the dealership to anyone. This is a nightmare that is far from over...I have been patient long enough. No one there seems to care about customer service, at all. All they talk about is giving high ratings on the survey. The ratings are not deserved. Shame on you all! More

Great Service! I recently brought my Jeep Cherokee in for service. Ken Moore was extremely patient with me and listened to the concerns I had with the noises coming I recently brought my Jeep Cherokee in for service. Ken Moore was extremely patient with me and listened to the concerns I had with the noises coming from the car. We went out for a test drive and he was immediately able to pinpoint the problem. Compared to other dealerships, this was major brownie points for me! The next time my Jeep has a problem I will not hesitate to bring it back to Lustine. More

Customer Service Advisor Ken Moore was wonderful to deal with!! He is very friendly and knowledgeable and made sure that all my immediate needs were met. I felt good about ge Ken Moore was wonderful to deal with!! He is very friendly and knowledgeable and made sure that all my immediate needs were met. I felt good about getting the work done on my Jeep without feeling like I was being taken advantage of.... like some other service centers. More

Amazing Truck Buy Experience Josue-Bro thanks a million for your time, I didn't mean to shut your dealership down, but my truck is absolutely amazing. Danielle-financing is alw Josue-Bro thanks a million for your time, I didn't mean to shut your dealership down, but my truck is absolutely amazing. Danielle-financing is always sticky, but the experience was good, very professional To The General Manager- I don't know your name but thank you so very much for taking questions past 10:00pm from your awesome staff, I missed one staff member the senior sales consultant, but forward my thanks Black 2015 Ram 1500 Limited More

High On Sales, Low On Honesty, Integrity & Customer Apprecia I really wish I had known about this site before I drove 7 1/2 Hours. Do your research before you deal with this dealership! Get any quote, price or d I really wish I had known about this site before I drove 7 1/2 Hours. Do your research before you deal with this dealership! Get any quote, price or discount in writing before you head to this dealership and be sure it is a final "on the road price" with all fees, taxes, titles and hidden charges as line items so that you know what deal you are actually getting. Otherwise you will end up with a lot more fees, incorrect internet pricing and problems than discounts and rebates. Certainly those that you anticipate! After multiple phone conversations over an entire day with the Sales Manager, Davis, and advising him each time that reside in KY with a 7.5 hr. drive, I asked for a written quote before I would agree to make the drive. That is when the supposed Sales Manager finally tells me about the advertised price being $1,000 too low and a destination fee of $995 never disclosed even though we'd ask all day for fees and qualifications for discounts and rebates. Two days later upon my arrival to the dealership the internet still reflected the incorrect price. If they cared about honesty and integrity, corrections would be made or noted upon calling the dealership. I checked and no corrections were made online nor on a new contact I initiated. Having lost the deal at a different dealership for the Journey color desired by my daughter for what I thought was a much better deal. I told them I would still take the less desirable deal. I arrived and purchased the vehicle yesterday, as I had committed. I asked for the opportunity to speak to this Sales Manager to express my opinion and he granted that at least. His excuse was that it was not his job to do internet price corrections. Upon asking if he had reported it, he said no. Three days later it was still incorrect. How many more were advertised incorrectly? The best excuse and the one that defines this dealership was that it was Labor Day weekend and they were extremely busy causing confusion and stress! "Give me a Break" !!! Apparently high volume sales, confusion and stress replace honesty, fairness, customer appreciation and integrity here. These people are management and it is ok to continue telling me that the deal was as advertised with all discounts and rebates and no hidden unrevealed fees or charges all while knowing I would drive a day up and a day back home. Someone willing to skip through 3 states to bring you their business you would think would receive some degree of customer appreciation. Excuses, however were what I received. Peter Chang was a refreshingly honest and candid salesperson there however. Don't look for me in Woodbridge, VA again or at Lustine Dodge! Buyer Beware!!!!!! More

Transmission Update and Recall Well, to start off I normally hate doing reviews and especially bad ones, because I understand everyone has a job to do and at the same time I don Well, to start off I normally hate doing reviews and especially bad ones, because I understand everyone has a job to do and at the same time I don't care to put the spot light on anyone specifically. I was directed to come here and write a review about the service due to the issues I experienced. First and foremost, I am a long time Dodge owner and my spouse was even employed and worked with Chrysler (elite certified for 9 years) Jeep and Dodge for many years. I recently brought my 2015 Dodge Durango RT in for a recall and an issue with the Transmission having a distinct "rasp" while shifting from gear to gear when you step in the gas a little. I dropped my vehicle off the night before, and also asked the rep about having a vent cover that is in the head liner replaced due to it being broken due to the way it was manufactured to be told that not all items are covered under the factory warranty, which I thought was weird seeing I have bumper to bumper for 5 yrs, and it only has like 8k miles on the vehicle. I was also instructed that my warranty past 36k miles or 3 years does not and will not cover updates dealing with the transmission, which also caught me as odd, because if there was an update on the transmission after 3 years with my warranty, why would they not want to just do the update if it possibly would cause damage to the transmission which would cost the company even more to repair or replace under warranty up to 5 yrs and or 100k miles. Anyways, I dropped the vehicle off for service, to come back the next day to pick it up like normal. When I got to the dealership, I had to wait about 25 minutes for them to "bring my vehicle around" for me to receive it. On the receipt it states that they did the Recall and 2 transmission updates. Finally when my vehicle was brought around, I was already anxious to leave from having to wait for someone to walk out back and drive it around, which I could have done in less than 5 minutes. When I got into my vehicle I immediately noticed my passenger seat, for some reason, was laid all the way back like someone had been lounging around in my car. So I put the seat back up, and didn't think too deep about it. Then I put my arm down on my center console arm rest, to find that the top was not shut properly. When I opened the center part up, low and behold all of my belongings inside had look like someone had rummaged around and went through my stuff. Now just like most people on the "honor" system, I did not have an "inventory" of my items... So at that point, I went back in the dealership to ask, why would someone go through my center console due to any and all updates being done through the USB and ODB2 connections completely in the open and under the steering wheel. The "only" thought from the service is that the technician went in there looking for the connection to do the recall, and obviously didn't find it. In my mind, this is wrong on several different levels; 1. The technicians working on vehicles specifically doing updates should know where, and if they are unaware in the case, not to go rummaging through someones center console "looking" for it, but maybe ask or turn to a manual. OR even LOOK because they are and WERE in plan site where the USB and data entries for the radio, not hidden by anything. 2. If they did have to go in there to find out they might not know where the connection was, they should have and could have annotated it on the ticket, and or even spoke with me to let me know ahead of time due to having to look through for whatever reason. 3. If you are going to have to move the seats for whatever reason, try to put it back in the original position, because like I stated it seemed as if someone was "lounging" in my car... Not to mention I do not know what transmission updates they completed on my vehicle but the rasp is still apparent if not worse when shifting. This is not the first time I had a problem with this specific dealerships service department, maybe it was just my bad luck or whatever, but I just feel that there should be better checks and balances across the board, or actually hire people with the right training and or get them trained on the new vehicles sooner than later so this doesn't happen again. More

Great Customer Service! Joey was very professional & informative! My shuttle driver, Dexter, was so awesome! I will definitely use their service in the future...Thanks so muc Joey was very professional & informative! My shuttle driver, Dexter, was so awesome! I will definitely use their service in the future...Thanks so much guys! More

Great Service Advisor I don't know a lot about cars and I normally get ripped off when I go to a dealership. Ken Moore, the service advisor who helped me, was trustworthy a I don't know a lot about cars and I normally get ripped off when I go to a dealership. Ken Moore, the service advisor who helped me, was trustworthy and well-informed. He listened to my problem and made sure all of my questions were answered. More