Ourisman Chrysler Dodge Jeep Ram of Woodbridge

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

We appreciate your kind words about your experience at the dealership. Please let us know if we can help again!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Dear M, I’m sorry for how you feel about your experience. I have taken some time to help put you at ease about what transpired at our store when you visited. I did some research to help educate you and other consumers alike in an effort to acknowledge your concerns while using your feedback constructively. It can take some time to find the right vehicle. Especially with how diverse the option packages are on these RAMS combined with the massive demand and short supply right now thanks in part to the Covid-19 Pandemic. Every single store in NOVA advertises and presents numbers that exclude applicable State tax, tags, their respective processing fees and Freight/Destination. We disclose the “freight charge” we do not try to hide it. To address some of your concerns I did a survey of our 7 nearest Chrysler Dodge Jeep and Ram competitors and their processing fees and here is what I found. Their processing fees are as follows: LUSTINE: $899 Competitor A: $799 Competitor B $895 Competitor C $899 Competitor D $899 Competitor E $764 Competitor F $995 Competitor G $899 A processing fee ultimately covers some of the costs that aren’t directly associated with the actual sale of the vehicle itself. Things like obtaining and sending payoffs, processing trade-ins and obtaining out of state or lien-held titles, assisting in processing refunds due from trade-ins or recently purchased vehicles, creating and maintaining customer records, etc. What was interesting is that most offered free VA inspections (so do we), emissions (as we do) and rental cars (included here as well) but none offered anything of much substance beyond that. One includes an engine-only warranty that requires your work to be done at the dealer or it is VOID. Our store includes a Lifetime Powertrain Warranty that covers your vehicle Nationwide for as long as you own it and you can maintain it at an ASE location anywhere. None of these other stores provide that kind of value. That made me ask myself this question: If we offer the same vehicle, a similar price, and the same after-sale perks but ours comes with LIFETIME COVERAGE why are they charging as much as we are? Shouldn’t they be charging customers less for less value? Anyhow additional research revealed to me that California and Arkansas seem to have among the lowest processing/documentation fees in the Nation. To be thorough, I also went ahead and audited all of the area competitors websites which all included disclaimers to the tune of “All new vehicle prices exclude freight of $1195-$1695”. So this is the process at all CDJR stores not simply ours. This was no “Tom Foolery” on our part but simply a reflection of how Chrysler Dodge Jeep and Ram stores in NOVA advertise prices and present numbers. For your information, part of our process is when a customer agrees to the numbers on the showroom floor, the new vehicle is taken to clean up and the sales person does remove the tags from the trade-in. They are removed to be 1. Transferred to the new vehicle or 2. Returned to the customer for them to return to the DMV. 99% of customers that agree to numbers on the sales floor move forward with their purchase. This morning we had a meeting and addressed the question of “What is a processing fee” so that we can have a better answer for you than what you were provided. I hope you see that there is no ‘smoke and mirrors’ or Tom Foolery but this is simply a case of not necessarily seeing eye to eye with the process. It can be a process that is frustrating from the consumer standpoint at times. No argument there. We try to provide the best experience possible with value that is greater than any of the above competitors with “Lustine for LIFE” our LIFETIME NATIONWIDE POWERTRAIN WARRANTY that is included with your purchase. Good luck with your new vehicle search. Respectfully, Matt Lepage General Manager Lustine Chrysler Dodge Jeep and Ram Direct: 703-492-3647 E-Mail: mlepage@lustine.com

M responded

Thank you for the response. The comments about the processing fee sounds much better than “a fee the owner charges for doing business with the dealer.” Thank you for clearing that up but im curious as to why you employees removed our plates from our vehicle and went into our glovebox to take a picture of our registration instead of asking us? I would also like to include a picture of the window sticker showing the destination charge one line above the msrp but can’t in this app. When you present likely payment information to the customer and show that msrp (with delivery fee included in total) as the first line and followed by the dealer discounts, rebates, $2,996.00 fees and all the other titles tags registration charges.... my point is that adding another destination charge in the aftermarket box(on the left of the paper) is unethical considering it’s included in the msrp that your dealership uses to begin the negotiations. Thank you for the time, my review stands as is. No hard feelings, just won’t be buying from y’all anytime soon.

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the kind words in regards to your experience with Delma and Syed!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for sharing about your experience with Syed! We look forward to helping you in the future!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Welcome back! We are so happy to hear that we helped you out with your second purchase! Syed is great to work with!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the 5-star rating and kind words regarding your experience. Please let us know if we can help again in the future!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

We really appreciate your kind words in regards to your experience with Kelly! Thank you for the 5-star rating!

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for the 5-star rating! We are happy to hear that your experience with our service department and Eric was great! Please be sure to reach out if we can assist again in the future! Thomas Ramey Service Director Lustine CDJR (703) 643-5125 tramey@lustine.com

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Thank you for taking the time to leave us a 5-star rating! We love to hear that Robert really took his time, listened, and was able to get you what you needed! Let us know if we can help again in the future! Matt Lepage General Manager Lustine CDJR (703) 492-3647 mlepage@lustine.com

Satisfied Buyer responded

Will do

Ourisman Chrysler Dodge Jeep Ram of Woodbridge responded

Ben, Thanks for the kind words and 5-star rating! Let us know how we can help again in the future! Matt Lepage General Manager Lustine CDJR (703) 492-3647 mlepage@lustine.com