Ourisman Chevrolet of Baltimore - Service Center

I have brought many cars in my life time and I must say this was the best experience that I have had. Devlin did not hassle or hurry me. He gave me the time to ask any questions that I and my husband had. this was the best experience that I have had. Devlin did not hassle or hurry me. He gave me the time to ask any questions that I and my husband had. He was all around great. If I needed to buy another car today or tomorrow he would be my go to guy. Thank you so much Devlin. Let me also add the whole staff I had to deal with that day was great. I was so impressed when I was walking out of there in my brand new car and had not even produced a cent to them yet, but they trusted it was not far behind. Thank you to you all and my God bless and prosper your business and families. More

My experience was one of disappointment and frustration. I feel like the customer service was .interested in getting me to purchase a vehicle that that knew needed work, but failed to perform the necessary I feel like the customer service was .interested in getting me to purchase a vehicle that that knew needed work, but failed to perform the necessary repairs before they off loaded the vehicle on to a consumer such as myself. I took the vehicle back several times for the same repetitive issues, but I was told that they had been resolved, but yet the same service indicator light kept popping up..I only had the vehicle for three months and already had to put out out $ 750.00 for repairs that should have been done to the vehicle prior to the sale of the vehicle. I was also told that the vehicle was inspected prior to me purchasing the vehicle, and I asked for verification paperwork, but it was never provided to me. They specified to me that they paid $ 900.00 for repairs to the vehicle but I still had to take it to a BMW dealership to have the work properly done to resolve the issues that I have had within the three months of purchasing the vehicle. I am very upset with the total lack of professionalism and nonchalant customer service that I have experienced dealing with Oursiman Chevrolet. On security Blvd I would not recommend anybody to go there and get the service I received from the so call finance manager Eric Perez along with the manager from the service department he also was very rude unnecessarily I can go on and on but I am mad as xxxx and I want to be reimbursed for my money I had to spend to get my car straight this is crazy More

Had my car serviced by Bryan on more than one occasion. He’s very knowledgeable and I’m always very pleased. Cassie is a good communicator and very responsive. I won’t take my Corvette anywhere else for se He’s very knowledgeable and I’m always very pleased. Cassie is a good communicator and very responsive. I won’t take my Corvette anywhere else for service. More

Bryan Hardaway has done all work on my Corvette as well as my Silverado it’s always completed right the first time Cassie schedules perfect as my Silverado it’s always completed right the first time Cassie schedules perfect More

Absolutely love there service department! Cassie has been amazing and always takes amazing care of us. Cassie always gets us in, in a timely fashion. Wouldn’t dream of going to anyone else amazing and always takes amazing care of us. Cassie always gets us in, in a timely fashion. Wouldn’t dream of going to anyone else More

Selling brand new defective vehicles that cannot be fixed even by GM engineers !! The service manager and the general manager Bunch of crooks and bullxxxxters .. fixed even by GM engineers !! The service manager and the general manager Bunch of crooks and bullxxxxters .. More

It’s all a guessing game So beyond irritated. They’ve had my car for service 3 times for the same issue. Only to be told I think it’s this or it could be that. Used my extende So beyond irritated. They’ve had my car for service 3 times for the same issue. Only to be told I think it’s this or it could be that. Used my extended warranty for a service that did not fix the noise. Only to suggest three weeks later that maybe the brakes need to be changed. Oh and the service manager stated if it were my car I would just drive it until it gets louder then bring it back. What in the world kind of advice is this. Definitely going to keep filing complaints until it is fixed. More

Terrible Service Department Made an appointment in advance for today, 4/5/2019 for the morning. When I arrived, the garage door had a sign on the door to drive forward. When the Made an appointment in advance for today, 4/5/2019 for the morning. When I arrived, the garage door had a sign on the door to drive forward. When the garage door opened, there was a car parked directly in front of the garage door and had not been pulled up despite there being no customers in the lobby, so I pulled my car into the left lane to avoid risking the garage door closing on my vehicle just in case the door does not detect movement after it is parked. The issue began when an employee came out and immediately scolded me for being on the wrong side. He could not be bothered to say "good morning" or ask what service I was there for today which could have avoided the whole incident even if he did say I was on the wrong side. When I stated that I did not know and that an employee should have came out to move the other car forward so that there was space, another man came out to move the car forward and responded in a rude tone to both my mother and I. I went inside and stated that I will be cancelling my appointment because I did not appreciate how I was treated. I previously purchased my vehicle from this location when it was Autonation and it is no longer under warranty; therefore, I will not be putting up with disrespectful employees, who seem to be men that have no respect for women when repair costs need to come out of my pocket. I was going to have all of my diagnostic and repair work done at this location or trade the vehicle in for a new one if repairs were not worth it, but instead I left and took my car elsewhere for service. I will not return here to service any of my vehicles or my mother's vehicle. Management needs to train employees on proper customer service and hold them accountable. This will be my 3rd and LAST vehicle I purchase from GM. For work that needs to be done by the dealer, I will be certain to take it to another GM dealer even if I have to drive further to do so. I encourage other customers to avoid the service department at this location. The sales team is friendly, which was why I kept returning to buy vehicles, but the cars constantly need repair and it is just too frustrating to deal with the service department. More

UNNECESSARY or REDUNDANT WORK LEADING TO OVER-INFLATED COST courteous, professional, and completely dismissive of my initial concern. A detailed synopsis of events are; My 2011 Buick Lacrosse CXS over-heated, I courteous, professional, and completely dismissive of my initial concern. A detailed synopsis of events are; My 2011 Buick Lacrosse CXS over-heated, I took the car to Pep Boys, who did a diagnostic ($39) and reported to me that an Intake Valve was leaking which they could not repair. Upon learning that, I assumed that since it was an internal engine issue, that I should take the vehicle to the GM experts. I proceeded to take my car to Ourisman Chevrolet Baltimore, 6633 Security Blvd, Woodlawn, MD. I informed them at the time of drop off what Pep Boys diagnostic ($163) had found, and they informed me that they would perform their own diagnostic at which time I asked for a FULL Maryland State Inspection. They called me and informed me that the car had a busted water pump, thermostat valve and that the serpentine belt needed replacing at a cost of 1588.00. I instructed them to proceed. Upon completion of said work, they called to inform me that the repairs had been done BUT that I had an even worse issue, either a blown Head Gasket or Cracked/Warped Cylinder Heads. The cost to repair 6300.00. I was flabbergasted and questioned why they had not checked for that initially. After research and contact with other repair shops, Jerry Chevrolet, Pep Boys, Royal Auto and performing my own research, it became obvious to me that REDUNDANT or UNNECESSARY work was performed. In speaking with Ourisman Chevrolet Service Director, this understanding became even clearer. The Service Director clarified for me the exact nature of the work performed. The water pump, thermostat valve and overflow container were leaking. Which beggars the question, if ALMOST every COOLANT part is leaking, why not double check to ensure the Head Gasket isn’t? The service director, portrayed to me that it is near impossible to know if a head gasket is leaking, but again with diligent research I found this portrayal not be true. Signs of a leaking head gasket are, white sweet smelling smoke from the exhaust which I had, fouled spark plugs, bubbling in the coolant tank, coolant in the oil tank and visual leaking if external and again the fact that all other coolant areas are leaking. What's the big deal you might ask? Here's the BIG DEAL. 1. If a head gasket/cylinder head needs to be replaced, then the cost of replacing the water pump, thermostat, and serpentine/drive belt are greatly reduced in labor as the engine is already out of the car and access to the necessary replacements are easily and readily available cutting drastically the time to replace them. Ourisman service rates 150.00 per hour. EX: Serpentine Belt for my car is approximately 71.00 at Jerry's Chevrolet, if installed with the water pump the installation of the belt at Jerry's Chevrolet is free and you only pay the part price. IF installed by itself, the cost inflates to 400+ dollars. Same goes for the water pump and the thermostat as well. 2. If the cylinder head is warped/cracked/ ruined, then a new engine may be necessary at which point, the water pump, thermostat and belt are COMPLETELY UNNECESSARY. Now back to the original concern, the cost to me was 1588.00. The water pump at Jerry's Chevrolet is 162.00, Thermostat and Gasket 75.00, Serpentine belt 71.00 for a grand total of 308.00. Therefore, I was charged a WHOPPING 1280.00 IN LABOR COST. Now if this work is done with the Cylinder Head, the labor cost is nominal. The solution as suggested to me by the Service Director get a new/used/re-manufactured replacement engine at a wait for it..... 8500.00 cost and if I did that, then he would work with me on the extraordinary labor cost on the back end. Complete DISMISSAL of the REDUNDANT/UNNECESSARY work already performed, no relief, no reduction, just oh well what is done is done. So basically Per Ourisman, my only option is to add 8500.00 worth of work to and already OVERLY INFLATED 1588.00 worth of work to bring my grand total... again, wait for it.... 10,000.00 on a car worth about 7200.00 KBB. Mind you, Jerry Chevrolet another GM Certified Shop would have charged 1330.00 for same work, Pep Boys you ask, 933.00 for same work. Royal Auto 850.00. Ourisman Chevrolet 1588.00. In conclusion, MY ISSUE was the initial cost, The Service Directors SOLUTION was too actively and aggressively ignore that concern and discuss ad infinitum the options between a 6300.00 repair costs for a possible cracked/warped cylinder head or an even more expensive option of total engine replacement at a cost of 8500.00. It felt kind of like someone kicking you in the groin and then when you angrily comment changing the subject to your house being burglarized. I will be posting to youtube, facebook, and other social media platforms my disappointment. I will be filing a complaint with the Better Business Bureau and the Maryland Automobile Dealers Association of which I had delayed doing in hoping that Ourisman would respond to my initial complaint more pro-actively. More

So sad to see AutoNation sell this dealership to Ourisman. In 2016 I purchased a car from this dealership but I've learned that in October 2017 it became Ourisman Chevrolet. My experience was horrendous with t In 2016 I purchased a car from this dealership but I've learned that in October 2017 it became Ourisman Chevrolet. My experience was horrendous with the service department and I will never return for service or sales. I received a "check book" with discount coupons for parts and service which is why I brought my 2011 GMC Acadia to the dealership. I expect GM service technicians to be skilled in quickly diagnosing and repairing GM products with skill instead of throwing parts at the problem with absolutely no thought or care for cost. The service manager I worked with, Eric, is apparently the assistant service manager with 17 years of experience. However, he was, by far the worst service manager I've encountered and I've owned and had serviced GM vehicles since 1988. His customer service level was disappointing to say the least. I dropped my vehicle off the night before by giving my keys to him and he wouldn't tell me the hourly labor rate but gave me some deceptive line about job pricing. He said he'd call me with an estimate the next morning. However, after hearing nothing from the dealership by 11 AM I called and got voice mail. At 1 PM I still hadn't heard a word from the dealership so I called and he said he was working up the estimate. This wasn't good news because I was paying for a rental car and I needed my vehicle quickly diagnosed and repaired at a fair and reasonable cost. Around 2:30 PM he called me back and suggested to sit me down. He proceeded to give me vague statements about $3,500 for this repair and $2,500 for that repair and $660 for another repair with no specifics. When I asked for a pricing breakdown I told him the prices for parts he was quoting was 25% higher than GM list price published on GM dealer and ACDelco parts web sites and 50% higher than the discounted prices on those web sites. He had no specifics that throwing $6,500 at my truck would resolve any issues because he was simply throwing parts at the problem after neglecting to do any required GM diagnostics per the Factory Service Manual guidelines. For example, a misfire was replace all 6 spark plugs, one coil and a gasket for the intake manifold with no proof that this would correct the problem. These items had been changed within the past two years so it was improbable that they would have failed this quickly. For the P0420 code he wanted to replace both catalytic converters, at twice the retail price for parts for GM genuine parts, and failed to explain what the upstream emissions problem was that the sensor on one of the converters was experiencing. GM dealerships are notorious for failing to correct the problem and instead destroying catalytic converters by forcing customers to install and reinstall multiple converters due to failure to diagnose the cause of the problem. I asked for a detailed estimate from Eric, he said he would provide, then I said I was going to pick up my truck because $6,500 was outrageous for the little amount of work and over priced parts he wanted to trick me into buying. When I came to pick up my vehicle, the dealership had failed to wash it (which a sign in the lobby promises they do for all customers) and they refused to honor the $50 service coupon (not to exceed 10% parts and labor) because the diagnostic charge was not labor. They even charged me for shop supplies and some vague item called "quantity purchase recover." The service invoice/receipt was full of typographical errors, incorrect engine service codes, and didn't provide any detail on the estimate, just one or two sentences. More