Ourisman Chrysler Dodge Jeep Ram of Woodbridge

BUYER BEWARE! HORRIBLE CUSTOMER SERVICE! I've been buying cars for over 40 years and this was the worst experience I've ever had. I purchased a used suv from them for my wife at the end of Ma I've been buying cars for over 40 years and this was the worst experience I've ever had. I purchased a used suv from them for my wife at the end of March 2017. I always go in having done all my research in advance.They're great during the sale, but after the sale they dropped the ball. Had to wait 3 months to receive my tags, having to stop by there every month to renew the temp tags. What a waste of time. My finance person " M" , said that was normal. WOW! Priscilla was very helpful with that regard. She said they had the wrong contact info. The car was never detailed, but they want to charge $1695 for a prep charge.I negotiated that down, and they were not very happy about that. Looks like all they did was wash the car and change the oil. The interior was not detailed. The seats and seat belts had stains on them. Also no gas in the car. Had an issue with an add on during the financing that I wanted to cancel. Left several phone calls and emails with, finance person, "M", to no avail. Priscilla took my phone number down when I finally received my tags. She said she would look in to it. Left several messages with her also to no avail. See a pattern here. I thought she would be my savoir, but unfortunately no! I believe customer service after the sale is the most important thing. Lustine Jeep certainly dropped the ball here and it seems to be their normal practice. I wanted to give them the benefit of the doubt. It's been 6 months now, still no contact. I am also a business owner in the NOVA. I could never imagine treating customers this way. For Lustine it seems to be business as usual, and that kind of behavior, unfortunately, comes from the top and goes all the way to the bottom. So buyer beware! Horrible customer service, after the deal, as many other reviewers have stated. More

Don’t try to deal online This dealership doesn’t care about your business. There was a vehicle posted on their website that I was interested in and inquired about. Not only This dealership doesn’t care about your business. There was a vehicle posted on their website that I was interested in and inquired about. Not only did they not respect my request of email communication by forcing me to finally call to try and get information, they then began spamming my inbox with multiple canned emails. Finally after I did get in touch with someone to try and have photos sent of the vehicle since I live about 3 hours away and there were no photos of the actual vehicle on the site, they said they would get back to me if the vehicle was still available as maybe the site hadn’t updated. That’s understandable as if it just sold etc the website may not have had time to catch up. However, what is I unacceptable is not hearing anything for a day then when finally getting back in touch being told it isn’t available even though over a day later it’s still on the website. They could have made a quick call to say that instead of ignoring me. Finally they lie in their emails that you do get sometimes that they’ve tried to contact you and haven’t been in touch even though that is the other way around. They may be fine in person but trying to work online from a distance with them is like pulling teeth. Do not recommend dealing with this dealership online. More

Caveat Emptor Never have these two Latin words been more appropriate than when dealing with Lustine Jeep. They use the classic bait and switch with their pricing. Never have these two Latin words been more appropriate than when dealing with Lustine Jeep. They use the classic bait and switch with their pricing. Although they state that "freight and processing fees" will be added to their price, they don't tell you that they double the "destination fee" charged by Jeep ($1,095) and the processing fee is $699. Unless they have Harvard Law Graduates preparing their paperwork, they should call it what it is, extra profit. Their advertised price of $42,229 became $45,400 BEFORE TT&L and any additional dealer installed accessories. I can't believe dealerships like this still exist in 2017. More

Turned down sticker price in Cash Let me start by saying that I offered to pay sticker price in CASH not by check CASH, and do my own taxes and tags, for a 15 year old vehicle with ove Let me start by saying that I offered to pay sticker price in CASH not by check CASH, and do my own taxes and tags, for a 15 year old vehicle with over 100k miles. The used car manager manager wanted more than $2000 over the sticker price. Not only would he not budge on the price, but then he said that they already had someone else who wanted to buy the car. I have bought cars all over the east coast. This is the first dealership to use the "sticker price" as a starting price. More

POOR EXECUTION On 8/7/2017 I traded and purchased a vehicle from your establishment. I provided all required information the 10 day pay off as well as before leavi On 8/7/2017 I traded and purchased a vehicle from your establishment. I provided all required information the 10 day pay off as well as before leaving removed the vehicle in which I traded and added the new vehicle, basic protocol for purchasing a vehicle. It is not 08/29/2017 and the vehicle I traded has not been paid off. I have several Issues with this situation: The fact that it has taken 3 weeks to finalize a deal (please understand when I came to the dealer I had already been conditionally approved) On August 24th I was asked to come in and sign some additional paperwork and if I did not the payoff difference would be adjusted to my loan. When I removed the traded vehicle from my insurance, the company financing the vehicle added on an additional 446.00 because the vehicle was no longer insured, I was able to get this amount removed, however if not paid by the end of the month it is possible that they will add back on the insurance fee to this loan. When this was communicated the suggestion was for me to add the vehicle back to my insurance until the deal has been finalized. (Really) I have a payment coming due on the 1st for the vehicle I have traded. Your establishment called and asked for the payoff through the 28th and payment has still not been received. I was told that the deal was finalized on the 08/28/2017, I am not going to point fingers , however based on my experiences it does not take a bank 3 weeks to process documentation. It turned out that I did not even need to come in and sign anything on the 24th , because the issues was associated with the scanner and my name was not legible. Now as of 08/31/2017 if the check is received by then , I am supposed to come out of my pocket an additional 6.00 dollars in order to close this loan out (please understand I am not tripping over the 6.00, I am however pissed that it has even taken this long, and that I am also facing the possibility of having to make an additional payment so that my credit will not be affected because this did not happen in a timely fashion. I am not sure if this is your standard way of doing business, and me being asked not to worry the other (I am guessing One Main Financial , or maybe the accounting office) is an issue, especially since One Main is now calling me regarding the payment. Please note my salesman Brandon lee was great, this is the only reason why I gave 1 star! More

Horrible Lied saying he was sales manager. Lies and uses dirty tactics to sell. Avoid. Also dealt with Marcel who lied saying the Challenger was a Scat Pack wh Lied saying he was sales manager. Lies and uses dirty tactics to sell. Avoid. Also dealt with Marcel who lied saying the Challenger was a Scat Pack when indeed it was an SXT. Garbage dealer with bad sales. AVOID More

DO NOT GO TO LUSTINE IN WOODBRIDGE What a horrible experience I had, I can't even begin to write. Extremely unprofessional and so much discrimination. Matt actually came to my husba What a horrible experience I had, I can't even begin to write. Extremely unprofessional and so much discrimination. Matt actually came to my husband and I to disrespect us. If you are a salesperson, you need to learn how to negotiate with your customers, and if you think there is no room for negotiating a price, then you can respectfully oblige instead of showing off your bad customer service skills. Really, there was no customer service that man had to offer. No one is forcing you or the corporation to sell off the cars, you can simply say "We will not be able to meet the price offer" instead of so disrespectfully showing people the door. More

Horrible dealership to work with ABSOLUTELY horrible dealership to work with. Very unprofessional employees who lack respect and customer service skills. They refused to give me a pro ABSOLUTELY horrible dealership to work with. Very unprofessional employees who lack respect and customer service skills. They refused to give me a proper quote on paper. Spoke to Brandon Lee who was clueless how to sell a car, he then transferred me to Matt Lepage (General Sales Manager), who needs better training in customer service. Matt then transferred me to Jason Dill, who stated he was the General Manager of Lustine. Mr Dill also refused to provide me a proper quote. Mr Dill also hung up on me for no apparent reason (How is this company in business with leadership like this?). I refuse to come to an agreement over the phone without looking at ALL the numbers on paper, simply because it's a large transaction and I just don't trust dealerships. PLEASE STAY AWAY FROM THIS DEALERSHIP, THEY WILL NOT WORK IN YOUR INTEREST WHATSOEVER. More

Called about a 2008 GMC I called about a 2008 GMC 1500 and was told the vehicle was in stock. I drove from Fredrick Maryland to look at the vehicle. When I arrived, no one co I called about a 2008 GMC 1500 and was told the vehicle was in stock. I drove from Fredrick Maryland to look at the vehicle. When I arrived, no one could help me until I asked for the sales manager. At that time I found out that the vehicle had been sold two days before. The salesman who took my call had my phone number, but could not return my call to let me know that the vehicle had been sold. I would not recommend this dealership. I will make sure that anyone who is going to buy a car or truck, to make sure they don't go to Lustine for anything. More

Regrettable Experience If zero stars were an option I would have selected such. I purchased a 2017 Jeep Cherokee on March 10, 2017, and four months later am still working th If zero stars were an option I would have selected such. I purchased a 2017 Jeep Cherokee on March 10, 2017, and four months later am still working through issues with Lustine Chrysler Dodge Jeep. Sincere regret not having walked out of this dealership prior to purchase. Sales and Finance staff have limited knowledge and quickly become inaccessible once a deal is executed. Management makes claims they want to work with you to address issues, but they too disappear. Instead of the excitement one should normally feel after a new purchase, coupled with the fact it is a Jeep 4x4, exhaustion has transpired. The following have been contacted, after dozens of calls, emails, and in-person visits to the dealership -- and they too have had significant troubles in getting the dealership to honor the contract -- FCA (Corporate), Better Business Bureau, U.S. Consumer Financial Protection Bureau, USAA, and TrueCar. Every opportunity has been afforded by the Dealership to correct missteps and act with integrity. Ultimately, the Dealership has decided it is not worth the time, and clearly demonstrates no care for the customer after a purchase has been made. Despite claims made to TrueCar and the BBB, Lustine has yet to address their "accounting error" in respect to monies still owed from the trade-in payoff. Additionally, USAA questions Lustine's response to why they charged for title/tags/registration and did not renew them -- this after waiting 7 weeks for tags for a new vehicle. FCA Corporate addressed the Dealership's lack of honoring the trial periods for UConnect and SiriusXM, as the dealership claimed they had no control over this. The Dealership has also yet to correct the in-service date of this vehicle for warranty purposes. The vehicle was purchased six months prior, placed in-service, and had the UConnect and SiriusXM trials activated -- with that original purchase having fallen-through -- creating a need to correct the in-service date so I have the full warranty. This dealership has failed on all accounts and has continual negative ratings, yet no one addresses this. Though experiences differ, I would advise to not purchase or service a vehicle here. More