Ourisman Chantilly Toyota

Reason for Visit: Service

I recommend this dealer: No

My Review of Ourisman Chantilly Toyota:
On December 29, 2006, I took my Sequoia to Ourisman Chantilly Toyota for an oil change and tire rotation. After picking up the vehicle (I was called and informed that the vehicle was ready), I determined when I arrived at home that evening that the work was never done. The next day, I called and spoke to another service advisor (#2) about my findings, and he told me that I needed to take the vehicle back to the dealership so that he could verify what I was saying was valid. Before I left home, advisor #2 called back and told me that he believed that I was correct, and that somehow my vehicle had slipped through without being serviced.

On December 30, 2006, advisor #2 had my vehicle serviced and told me that the next service would be free due to this mishap. On August 3, 2007, I took my Sequoia again for an oil change and tire rotation, and told the service advisor (#3) that this service was supposed to be free. Advisor #3 got annoyed and told me that according to the computer, my last service was free. Following my explanation, he got flustered and remarked that he could not figure out what was going, and then called advisor #2 for clarification. After advisor #2 arrived, he initially could not remember, and the note at the back of advisor #2’s business card (which I produced) and in the computer was unclear as to which service was supposed to be free. I don’t think that it takes a rocket scientist’s powers of deduction to determine that a vehicle does not need an oil change and tire rotation on two consecutive days (12/29/06 and 12/30/06), and that the service on December 30, 2006 was not free but the actual work that was never done on December 29, 2006.

Advisor #2’s memory finally came back and he recalled the December incident. However, based on advisor #3’s behavior/demeanor, I was made to feel like I was the one who was trying to get a free ride, when in fact the problem lies with Ourisman Chantilly Toyota’s incompetence since they were the ones who initially tried to "rip me off". I'm unsure if this is a unique situation or if other customers have had their vehicles "serviced" with just a car wash. Their advisors need customer service training – fortunately there is a choice of service centers in the Washington metro area. I suggest avoiding them unless you prefer lousy service and belligerent advisors.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Ourisman Chantilly Toyota:
We had a very unpleasant experience with the “Director of Sales” Billy Brown at the Chantilly location. He is the rudest, most unprofessional manager of anything I’ve ever seen in my life. He was very disrespectful to both me and my wife, then he and his staff laughed at us as we walked out. I guess fuzzy math and spinning things makes a guy rude. We bought from the location a few years back, and it was VERY painful. Against our better judgment we went back there to try and buy another car from them. Huge mistake…we should have known better. They’ll give you nothing for your car and charge you more than market price for theirs…it’s a great deal if you’re looking to get ripped off and be treated like a second class citizen by a car salesman! Imagine that! They make up excuse after excuse about how internet pricing isn’t accurate or representative of the market, unless of course it benefits them. Needless to say, we won’t be going back there, ever. I would recommend some serious customer service training for Billy.

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Reason for Visit: Sales

I recommend this dealer: No

My Review of Ourisman Chantilly Toyota:
Worst experience I've ever had in the car buying process. What I thought might be a relatively painless process initiated through the internet turned into a full court press from the old school, sneaky, Sleazy Cars Salesperson 101 class. I informed the salesperson up front what my expectations were as far as contract length, interest rate (what I could get at a credit union) etc. Due to time constraints I offered to come in during lunch to complete the credit application, and then return after work to finish the transaction. The sales team tried to fast-track close the transaction at lunch, held my keys, and delayed me for additional 30 mins. in order to try to close. They completed ignored the information I provided in writing as to what my maximum interest rate, term, etc. was , (and the fact that my career was in finance, so I can add!), and insulted me by trying the most rudimentary sneaky tactics like: starting the interest rate at 2.5 points above market and what I told them I could already get (but miraculously got a 'concession' to lower it when I balked); added 3 months to a 60 month payment stream and when questioned tried to blow it off by saying 'the interest rate stays the same', and tried to charge almost twice Toyota™s listed MSRP for an accessory I wanted to add. To use a few cliches, I would avoid this place like the plague, and if you find yourself there, chew your arm off to get away!

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Reason for Visit: Service

I recommend this dealer: No

My Review of Ourisman Chantilly Toyota:
Have had several service experiences there. In the past, they had been rude and seemed disorganized, but I put up with it, because their prices were better than the previous dealer (Jim Coleman) that I was going to and they are convenient.

However, I had some major front end work done earlier this year -- replaced a wheel, strut, tires, did an alignment (I had slid into a curb).

Then, one of the front tires gets a flat the other day. I find out that both front tires have worn completely bald on the inside. I assume it has to be the alignment that they did some months ago that wasn't right or it fell out of alignment right away or something. I took it back, and they denied it and acused me of running over something to cause it and trying to get them to fix it for free. The service writer never called back to tell me about what they had decided. i had to call twice late in the day and leave messages and never got a return phone call.

Jim Coleman was great service up in Bethesda. I am going back there from now on.

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Reason for Visit: Service

I recommend this dealer: Yes

My Review of Ourisman Chantilly Toyota:
I give good marks to the sales staff but look up the price on internet before going I was able to save $4k. The salesperson said we don't have it that low when I quoted the internet price. We looked it up there and they honoured the price. Bought here over Koons even though it was $200 higher as Koons are a bunch of crooks. <br><br>Service is another matter tried to charge me 2x for an oil change under the 30k service when I specifically told them not to do an oil change (I do it myself and use syntheitc) then failed to give me the coupon discounts. Work appears good but very slow and scrutinize the receipt.<br><br>Overall would go back, they are helpful just double check and be prepared to wait.

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Reason for Visit: Service

I recommend this dealer: No

My Review of Ourisman Chantilly Toyota:
Had a pleasant experience with SALES staff at this location..see details under sales comments. Service is another story. Were treated as if we were an inconvenience to them. Service scheduler was virtually combative with us when we tried to explain a problem, absolutely bizzare and uncomfortable to say the least.<br>Had one small warranty item that was fixed but then broke on delivery. Was told we would get a call when the part was in - never recieved a call. Obvious warranty work is extremely low on their priority list.<br>Tried to schedule a service appointment again recently and received voicemail. Left message but was never called back. Tried again later in the day and phone just rang until someone in another department picked up, just got a bunch of canned responses from him. Again told we would get a call back but never did.

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