Ourisman Lexus of Rockville - Service Center

Candid Representatives Dealership no longer offers the paint and fabric sealant protection that I bought as an option 15 years ago. Option included application every 2 year Dealership no longer offers the paint and fabric sealant protection that I bought as an option 15 years ago. Option included application every 2 years at no additional charge. Representative offered to clean exterior of car, which was satisfactory to me. The work done was excellent. More

Very pleasant. No problem with service, attention from Mr. Harris, or the lounge where I waited. Coffee, bagels, muffins, bananas, cold drinks, all provided. There No problem with service, attention from Mr. Harris, or the lounge where I waited. Coffee, bagels, muffins, bananas, cold drinks, all provided. There was even a NYT. More

From Dallas To Maryland I drove my Lexus from Dallas to Maryland and a week after I arrived in Maryland my oil light and check engine light came on. To my disappointment the I drove my Lexus from Dallas to Maryland and a week after I arrived in Maryland my oil light and check engine light came on. To my disappointment there are no "Park Place" Lexus' in Maryland. I decided to just visit the closest Authorized Lexus dealer. I arrived at Lexus in Silver Spring MD. I pulled in to the "Service Lane" and waited. After waiting 5 minutes I locked my car and wondered inside the service area. There were 4 people crowded in the service desk area and one guy standing in the rather small lobby. No one really spoke to me or acknowledged me when I first appeared in the lobby. Finally, the one guy that was standing in the lobby (chatting with the 4 employees located behind the service desk) asked if I needed any help. This guy never really looked at me and was super tall so just kind of looked above my head while he spoke in my general direction. Definitely not very friendly....sooooooooooo opposite of Park Place Lexus Dealers!!!!!!! I told the tall guy that I needed an oil change. While he kept looking around he asked if I planned on waiting. I said that I would like to wait. The tall guy said that it would be at least 2 to 3 hours if I didn't have an appointment. Never offered a loaner car or anything else! I took back my car key and went back to my car. While in the Silver Spring Lexus service lane I googled all of the other Authorized Lexus dealerships. I found a dealer in Rockville. I called the Rockville dealership and told them what problems I was experiencing with my car and asked if I needed an appointment. The receptionist said that I didn't need an appointment and that they take people without appointments. I was surprised that no one from the Silver Spring dealership ever came out to my car to try to save me as a new customer and possibly new business. After all, I will need to have somewhere to take my Lexus and I only take my car to Lexus dealerships! Plus one day I'll trade in my old car for a new! I've done that 3 times so far! I'm looking for a New business relationship. I arrived at the Rockville Dealership in a half hour. There was a greeter there to inform me that someone would be with my shortly. The greeter stayed with me and was pleasant until one of the service advisors was available. I wasn't too happy to hear the bad news about my "check issue" light issue but I was very happy that I was helped right away and was on my way to repair! The waiting area was nice with complimentary refreshments and comfortable areas to wait while your car was being repaired. I have to be honest the overall customer service was not the friendliest at the Rockville location but they assisted me the minute I drove up! I hope someone from Texas reads my feedback! Texas Lexus dealership truly spoil their customers..................HANDS DOWN!!! The next time I have a problem with my Lexus I might try the DC Lexus dealership...at this point it's a crap shoot :-| Good Luck!!! More