Ourisman Chrysler Dodge Jeep Ram of Woodbridge

Jeep Service I purchased a new Jeep Grand Cherokee 2014 and have had constant issues with the GPS, U-Connect, Radio, Heater, Camera unit. After at least a half do I purchased a new Jeep Grand Cherokee 2014 and have had constant issues with the GPS, U-Connect, Radio, Heater, Camera unit. After at least a half dozen visits and hours waiting the unit was replaced in Nov 2016. The new unit has the same issues Lustine explained they would not provide me a second unit ever though it was still under warranty. After another half dozen visits they agree to replace the unit. That was in early April, now I am told there are six on back order (other owners are having the same issues), Jeep HQ has a separate telephone number for the defective unit, there are so many complaints. Now, I have been told by Lustine the six units are on back order and they don't know when they will arrive. Without the units all of the above mentioned doesn't work. I write this complaint not only for me but for many other Jeep owners! I filed a complaint with Better Business this morning. More

Great Plans, Lousy Execution! But Great Follow-up!! Updated!! I will be back to this dealership. They earned my business back by address?ing my concerns before I left their premises. Mike Dennis was out Updated!! I will be back to this dealership. They earned my business back by address?ing my concerns before I left their premises. Mike Dennis was outstanding in filling in the gaps that occurred with the initial encounter. Jason Dill is directly engaged with his staff and Customers!!! This dealership talked a great game and came through with a nice vehicle for me with a good rate and price. However, the reason that they have lost my business is because I communicated with my salesman Karl that I wanted navigation included in my deal. He acknowledged this fact. The navigation WAS NOT added when I picked up the vehicle. They will not add it to my deal, But they want me to pay the y aftermarket price and take more money out of my pocket. I feel I was lied to before and after the fact. Done with this dealership! More

A Horrible Experience Would never purchase another vehicle from this place. My partner and I purchased a new vehicle on April 7th. The car was delivered to us rinsed off Would never purchase another vehicle from this place. My partner and I purchased a new vehicle on April 7th. The car was delivered to us rinsed off with no detailing done and it was delivered at 4pm in the afternoon not late at night. We also got no sales man demo of any of the features of the car. They said they didn't have enough time to detail it. The car had been sitting in a lot off site that had a lot of mud. The floor board of the drivers area was covered in mud. There were several scratches that needed to be fixed. We were told that when we brought the car back for those repairs it would get a full detail. While financing we were told the trade-in would be paid off before the next payment on April 30th. The bank processed payment to the dealership on April 18th they didn't pay the trade off until May 2nd. In trying to schedule the "We Owe You" service initially we were told Kate was our customer rep and would call within an hour to make an appointment. Several hours later we called back only to find out that Kate was on vacation. We scheduled the car for the "We Owe You" service on Monday May 1, 2017. Dropped the car off and discussed the payoff with the manager who gave us a slip saying the payment had been delivered to the bank via express mail (5days) and not overnight mail as promised. On Wednesday May 3rd called the dealership and spoke with the finance person about a piece of the paperwork needed on the trade-in. The finance person said he would he would email it within 1 to 2 hours, never received the paperwork from him. Later that day service called to say that a tech would need to drive the car home to test the backup camera in the dark. The tech lived 40 miles from the dealership. That would require 80 miles in order for the tech to find the problem. After a little confusion we finally said no, we had called another dealership and they said there was no reason a tech should have to take a car home to find the problem. During the confusion I will admit I called the dealership manager an Idiot. The manager said since I'm an idiot why don't you just come get your car and take it to another dealership. He also said he thought we were making to big of a deal out of the situation. I said wow this is the way you talk to a customer. He said obviously we aren't going to be able to make you happy so why don't you just come get the car. I asked who is above you and he gave me a name of the owner. Upon hanging up with the manager I called the owner and reached his assistant who took notes on everything that happened and promised he would reach out to me which has not happened. We went to pick up the car and while standing in the cashier line the lady in front of us was having a problem. The lady heard my partner say let's not argue just get the key and get out of here and be done with this place. The lady turned around and said "you too" and began to tell us about her situation. The service manager wasn't being very nice to the lady at all. I told the lady here is an 800 number to Dodge I called them and you should too. The service manager looked at me and said I will give her what numbers she needs. I started to get angry with him but my partner said it just isn't worth it. We finally had the car brought around to us and honestly we could have gotten a better detail job at the drive through car wash. I will say the scratches were very well tended too. They did a great job on the scratches. The windshield was so streaked we had to clean it before we could drive off. The backup camera well we will take that to another dealership to deal with, just don't want any more frustration with this place. According to the manager the so called Life Time Warranty is void if you go to another dealer. Keep the warranty the frustration isn't worth it. Filed a formal complaint with the Dodge Corporation going to let them deal with it for us. I would encourage anyone with a problem to contact the Dodge Corporation at (800) 423-6343 they are very helpful. Sad that you pay for a new car and get this type of treatment after the purchase. More

Go somewhere else It wasn’t until I went to Lustine that I realized all dealerships are NOT created equal. I will try and stop any family and friends from ever going t It wasn’t until I went to Lustine that I realized all dealerships are NOT created equal. I will try and stop any family and friends from ever going there. From start to finish, the experience was terrible. We are happy with our car, but I will NEVER step foot in that place again. Check their Better Business Bureau rating before you go; I wish I had. First of all, the salesman did not tell us the car we wanted had been sold. Of course not! Otherwise we would not have went there. They had a large inventory, so I wasn’t that upset. There was confusion about the “Lustine for Life” care; the salesman told us it was included, but during the financing it was revealed that was not true because it was used. We found a car we liked “enough” and decided to buy it. After being there for 5 hours, the finance guy told us he could beat our financing we already lined up. There could not be a more slimy, untruthful way to go about it. After saying no to the extended warranty and protection packages 5 times, he told us the interest rate was tied to buying the warranty. I am certain this is fraud. He was pushing a 6 year loan even though I wanted 5 so the payments would be less. Finally we got it sorted out with his boss. I’m pretty good with numbers; I feel terrible for people who are not good at math. I am sure that is how Lustine makes a ton of money. They use this form called “We Owe” to list things that need to be taken care of before delivery. For us, that included a 2nd key and 4 new tires. When I went to pick up the car, they somehow managed to only put two front tires on. I was dumbfounded. At no point was 2 tires ever discussed, but that is what the service note said. And the key… It was not programmed correctly and would not start the car. Getting that fixed was a 2 month ordeal that involved the aftermarket parts department, service, and my salesman, each of whom put responsibility on the others. Lastly, they didn’t fill up the gas tank on my new car, but called to ask if they could charge my credit card because I didn’t fill up the loaner I received while they fixed the tire situation. I wasn’t even the one who returned the rental because my salesman brought the car to me after the tires were finished. How petty. So many simple things added together with the financing debacle made for a miserable experience. Go to Koons instead! More

NEVER EVER AGAIN I bought my vehicle less than a month ago. Every interaction I have had is impossible except for my salesperson. I have had to visit the location abo I bought my vehicle less than a month ago. Every interaction I have had is impossible except for my salesperson. I have had to visit the location about 5 times in the past month. I ordered after market parts heated seats and remote starter. Took the car in to get both installed. Was told they were both being installed then after keeping 2 days instead of 1 they then informed me the remote starter was not being done it was on backorder after I confirmed twice that it was. Then the dashboard and steering wheel were slashed by some tool that the third party used to install. No one checked no one noticed except me. I had to then take it back so they could take pictures. Then was asked to bring it in the next day so they could fix only to be told they couldn’t and need to order parts. My inconvenience not theirs. So then after no word I called to see when they were going to fix. They ask me when can I drop if off and needs to be done by 5 to get a loaner car. They didn't even contact me with when the parts could be replaced I have to contact them for a status. Then I'm told I need to work within their schedule so I can get a loaner while they fix. Unbelievable. You think you spend 30K with a company and they may have a little more response.. NOPE. Still no idea about the remote starter. Tags expired over the weekend no communication from them I had to contact them again to see what I needed to do. Another Trip to Lustine. I asked to speak to the GM nothing. I get to speak to a sales manager with absolutely no experience in communication. I will NEVER buy a car from this dealership again. My blood boils every time I have to step into that building. TERRIBLE and to think I need to take to this dealership every service to get the lifetime power train warranty. NOT LOOKING GOOD. Left a message for the GM lets see if he responds. More