Ourisman CDJR of Woodbridge

Can't get service department to answer the phone We have purchased 2 Jeeps from Lustine and liked the sales staff. We have been getting service there for 3 years. The service department does good w We have purchased 2 Jeeps from Lustine and liked the sales staff. We have been getting service there for 3 years. The service department does good work, the problem is you can't reach them to schedule service unless you show up in person!! No one answers the phone, and depending on which number you use, you will be transferred to the Toyota dealership next door, or eventually get someone at the service desk how will transfer you back into a loop that eventually leads to a voice mail box. In 3 years I have yet to get a returned call from the service department voice mail. Email is no good either. We have tried emailing the service reps directly and have never responded. When I have asked them about this in person, they say, "I have been too busy to see my email today", even when replying to their emails to us! Get with the 21st century and let people schedule service online, or at least hire people to answer the phone and schedule appointments! More

Great crews take care of what customer needs! Great crews! they pay attention to and take great care of what customer needs. My new Cherokee needed a towing stuffs installed, and Peter Kim has t Great crews! they pay attention to and take great care of what customer needs. My new Cherokee needed a towing stuffs installed, and Peter Kim has taken great care of my Jeep throughout the whole service process from finding a right parts promptly, scheduling the best time for me and to the final installation. The best part of the Lustine Service is a prompt communication with the customer. For all questions about my Jeep, Peter Kim and Joey Mollica always gave me the detailed answers right away in easy way to understand. Plus, Peter's follow up review of the service you received will let you have confident drive in your Jeep. I am so glad that I made a right decision to choose Lustine Dodge Jeep Service as my service team! More

Return Customer Went in to Upgrade my vehicle...the sales team did a great job with the upgrade and making up for my service experience up to this point. Went in to Upgrade my vehicle...the sales team did a great job with the upgrade and making up for my service experience up to this point. More

Helpful, Informative The service attendant was very accommodating and understood exactly what I needed. Mr. Kim even suggested where to get the specific part that was not The service attendant was very accommodating and understood exactly what I needed. Mr. Kim even suggested where to get the specific part that was not available by itself. The service crew was eager to resolve my problem with my 2007 Town and Country and explain clearly what needs to be done More

Never Buy from Lustine, Woodbrdige VA My experience with Lustine is pitiful. I purchased a brand new Dodge Durango Citadel 2015 on 4 July. I requested Lustine to add Chrome running boards My experience with Lustine is pitiful. I purchased a brand new Dodge Durango Citadel 2015 on 4 July. I requested Lustine to add Chrome running boards and two DVD players behind the driver and front passenger seats. I took the vehicle home and was really impressed with its ride and comfort. After a week and a half the after market team called me to let me know it was time to have my items installed. Now, while the vehicle goes in for the make over, Lustine permits you to have a rental car with Enterprise. Before leaving the salesman that I constantly had contact with always asked me to answer their online survey and to make sure I give him a 10 in each block for each question. Here's where everything goes wrong. 1. Pick up the vehicle after the install. When I got in the vehicle all the accessories were on the seats in the back like no one never tested the system. I was thinking they neatly put everything back in the packages. I looked up on ceiling I notice two fold down DVD players but I thought to myself they were suppose to be behind the seats. I didn't remember exactly what I requested so I just left and went home. While driving I kept hearing this annoying sound/noise, like soothing was loose. I took the vehicle home, immediately my wife tells me they installed the wrong DVD players. 2. My family in jump in the back seat to see how the DVD players worked. The player behind the driver's seat, we were unable to slide the DVD player in because it was placed too close to the interior ceiling light. 3. Whoever installed the DVD player loosened up something in the ceiling, when driving I constantly get this nagging sound which gives me a huge headache every time I drive the vehicle. I just want it fixed. 4.. Take the vehicle back to get fixed. After market, Ms. Rochell said I should have called, they cannot do anything because the person installed the DVD player is on vacation. I came back a week later, same thing, we will call you, cannot take your vehicle right now. I insisted she take a look inside the vehicle so she could see and hear what I'm encountering everyday. She insisted I come back the next at 10AM, she will be there, and they will fix it. I come back the next day, she is not there. Another lady told me she is not schedule to come in until the next day. That same day I spoke with the Service rep John. After he inspects the vehicle he tells me the same thing, "Cannot do anything right now, I will call you tomorrow, have you call in and I will have the tech fix it. Again, no one calls. 5. This is the short version of my story. I have visited Lustine on 6 different occasions asking for help, please fix my vehicle. At this point the salesman, Marcel, Rochell, and John, has not reached out to me to fix Lustine huge mistake. While serving in the U.S. Army, I have purchased several vehicles throughout my military career. I have never seen a real sorry and poor customer service dealership ever. After seeing the current reviews online about Lustine, I recommend to others "AVOID THIS DEALERSHIP AND GO ELSE WHERE." Leadership has to know what's going on. When you have a group of people not knowing how to deal with customers, it should tell you what the atmosphere is like when it is just the employees and no one else is looking. Since they get away with this type of service, failure to make the customer first will always be last. More

Great service! My husband went to the dealership and got a price quote on a broken side view mirror. The price was 390 dollars just for the mirror! The service manag My husband went to the dealership and got a price quote on a broken side view mirror. The price was 390 dollars just for the mirror! The service manager Peter kim took us in and found a mirror for us online for $39. He said after we buy it we can bring it back and he will install it for us at no charge! You won't see that kind of service anywhere. More

Shuttle Driver Dexter Afer dropping my Jeep off for service I reqested a ride home and the shuttle driver Dexter was very personable, a terrific conversationalist and an ex Afer dropping my Jeep off for service I reqested a ride home and the shuttle driver Dexter was very personable, a terrific conversationalist and an excellent driver. More

Sins of Ommision We purchased a Dodge Grand Caravan 2015 in June, it took 2 1/2 hours because of all the back and forth to reach a reasonable price. Buying a car from We purchased a Dodge Grand Caravan 2015 in June, it took 2 1/2 hours because of all the back and forth to reach a reasonable price. Buying a car from a dealership is one of the most painful experiences in life and Lustine is no different. My husband asked our salesman (Michael Ballard) where the spare time was located, without hesitation Michael said in the front of the car underneath. Last week my husband realized there was no spare tire so he called Lustine and left a message for a "mannager" whom never responded. Two days later I called and spoke with Matt La Page who promised to speak with Michael and call me back the same day. He did not call back. Yesterday 08/18/15 I left a message for Jason the General Manager, again no return call. Today I called Chrystler, Plymouth Dodge Customer Service 800 number. Spoke with a very pleasant woman who kept putting us on hold, after 30 minutes we were told this car does not come with a spare tire and it would cost $360 to purchase a spare tire. This lovely customer service rep kept repeating all inclusions on the car are listed on the price sticker, the fact that the sales rep deliberately withheld the truth and Nina who sells additional options on new cars never mentioned we might want to consider a spare tire (more sins of ommision). Nina sold us leather seats, top coat, under coat, heaters for leather seats and tried to sell thousands of dollares of other "Options" but never once mentioned a spare tire. I have never heard of a car without a spare tire, surely there must be a safwety law about this. After nearly a week of deception and down right being told this entire incident is because we did fully read the price sticker, we have decided to purchase our own spare tire but certainly not Lustine. They will never get another penny of our money and I will let anyone I know who is shopping for a car not to go to Lustine. Lustine lacks honesty, reliability, responsibility and integrity. We are seniors who had not purchased a new car in 12 years, in my opinion that makes this incident even more despicable..... Shame on you Michael, Matt and Jason....Remember what comes around goes around. Perhaps some day you or your parents or grandparents whill be treated in kind More

Emergency! I was traveling though virgina when my car decided to throw a check engine light!! Was Friday afternoon and had to stop by lustine being the closed de I was traveling though virgina when my car decided to throw a check engine light!! Was Friday afternoon and had to stop by lustine being the closed dealer, the service manager Peter Kim, very knowlegeable came and fixed our car!! Was able to make it north Carolina no problem, that's what I call service!! More

Fixed right! Joey and Peter took great care of my jeep, knowleabke and prompt. I will continue to use Lustine! Keep up the great work, the great thing is I have a Joey and Peter took great care of my jeep, knowleabke and prompt. I will continue to use Lustine! Keep up the great work, the great thing is I have a Honda that I will be getting services as well! More