Ourisman Volkswagen Rockville - Service Center

Customer Service I was at the Rockville service center recently and agian was very impressed by Perdita's excellent customer service skills. Although she is not my ser I was at the Rockville service center recently and agian was very impressed by Perdita's excellent customer service skills. Although she is not my service representtive, Perdita is always very friendly, she greets me with genuine smile and asks how I am doing. This time my service representative was on his day off and before the department manager could find time and assign someone else to help me, Perdita volunteered, took care of my car issue and I was out of the office sooner that I expected. Thank you Perdita! Rouzanna O. More

terrible costumer service Very unprofessional, they held my car for over two days and in the end could not figure out what the problem was and returned the car to me unfixed. Very unprofessional, they held my car for over two days and in the end could not figure out what the problem was and returned the car to me unfixed. More

Poor customer service - they should be ashamed of themselves I am just now discovering this website. It confirms my feeling about this place. I think the people in the service department are out to get you. I th I am just now discovering this website. It confirms my feeling about this place. I think the people in the service department are out to get you. I think they are the worst representation of customer service. It's too bad since they are so conveniently located for me, but I will gladly make the drive to another dealership/service department to get treated well and with integrity. If any of them read this, they are probably thinking I will receive the same treatment elsewhere, but I cannot imagine a more deceitful and cut-throat spirit than what I encountered at ourisman. The service department employees seem to be incentivized to cheat customers. They quote you inflated prices for service, then quickly lower them when you challenge them on it. They seem to have the same attitude as the commission-hungry misanthropes in the finance department who try to persuade you to buy super-expensive warranties with their ridiculous automotive horror stories. How do they sleep at night? More

Horrible service center THE SERVICE CENTER IS SO HORRIBLE - they would charge you for something they never told you about; they are never on time, would never call to say the THE SERVICE CENTER IS SO HORRIBLE - they would charge you for something they never told you about; they are never on time, would never call to say the car is ready unless the car spends some nights there. The assistant manager and manager were very rude when they talked to us. We were twice to produce a spare key, because the care had to be programed twice. This is despite not being told that we would have to bring all keys including the valet/master key to them during our first visit. The second time the car was being programed, we were never told we would be charged for it again. We were charged an expensive amount of money. This happened despite having purchased this car brand new from the center. We never took the car anywhere else to be serviced. When I told the manager that their yelp review doesn't say much about them he actually slammed the door on me!! I have never felt so disrespected and my dignity being questioned like this. It is their loss, because we were about to purchase another car from them, More

On Friday, 9/27/13 I spoke with the service manager, Chuck Duvault, to plead with him my unfortunate circumstance hoping he will have compassion and help me. I am in Maryland from Texas and my daughter Chuck Duvault, to plead with him my unfortunate circumstance hoping he will have compassion and help me. I am in Maryland from Texas and my daughter is currently a patient at Walter Reed Medical Center. I am a widow of a veteran and am currently unemployed and "homeless." My daughter and I are staying with friends while we are here for her treatment. Mr. Duvault told me he would "take care of me personally" and gave me an appointment to bring my car in the following Monday. I thanked the Lord that there are good, caring, and compassionate people out there and cried because I was so relieved. When I arrived at the dealership I was "greeted" by service advisor, Luis. I asked Luis several times to speak with Mr. Duvault. He never let me speak with him. Luis had my car inspected and came back with about 7 items that were "recommended" to be done and the bill would be approximately $4000. I again ask to speak with Mr. Duvault. It took several times of me asking to speak with him that Luis finally went to get him. When Mr. Duvault came out all he did was total the estimate and give me a quote for the full price. Mr. Duvault was going to leave and I stopped him to tell him he promised to take care of me and I was hoping he would give me a discount. At this time we decided that all I needed for now was to have 2 out of the 7 items done and Mr. Duvault gave me a price of $495 and left. I then went on my iPad and found a coupon on their website. I showed the coupon to Luis and he said I can either have Mr. Duvault's "discount" or the coupon. Well, the price with the coupon was only $450! So of course I used that. Luis was very rude and during the whole process he had a flat facial expression and never looked me in the eyes. I feel I was lured into the dealership with a false promise. Shame on Mr. Duvault for what he did to me! The service advisors do not seem to inform their customers about any discounts. While in the waiting room I told 4 customers about the coupons online and they all said that they did not know about the coupons nor were told by their service advisors about the coupons. Even though I did not get a discount from Mr. Duvault I was able to help 4 people save some money. I am currently at another dealer for a second opinion. They are not charging me for the second opinion. More

I took my car in to have new tires installed. Everyone was very friendly. Allen gave me a five dollar gift card to Starbucks so I could wait for my car there. But when I returned to the shop, Allen pulled was very friendly. Allen gave me a five dollar gift card to Starbucks so I could wait for my car there. But when I returned to the shop, Allen pulled me into the back to show me that a tire pressure sensor was broken and, as the tire was already off, it would be best to change it at that time. He said that I "must have hit a pothole too hard". I agreed to purchase the new sensor, but when I informed my boyfriend, he explained to me that it was not possible for the sensor to have broken unless it was snapped as the tire was being removed. I confronted Allen and he denied any fault on the shop. So I then contacted my old Volkswagen dealership and the service manager again told me that the damage could only have been caused during the removal of the tire. I then told Allen that I would not be paying for the part or labor since I had two sources telling me that I was not at fault. He reluctantly removed the charges from my bill. I will not be back. More