Ourisman Chrysler Dodge Jeep Ram of Woodbridge

Transmission Update and Recall Well, to start off I normally hate doing reviews and especially bad ones, because I understand everyone has a job to do and at the same time I don Well, to start off I normally hate doing reviews and especially bad ones, because I understand everyone has a job to do and at the same time I don't care to put the spot light on anyone specifically. I was directed to come here and write a review about the service due to the issues I experienced. First and foremost, I am a long time Dodge owner and my spouse was even employed and worked with Chrysler (elite certified for 9 years) Jeep and Dodge for many years. I recently brought my 2015 Dodge Durango RT in for a recall and an issue with the Transmission having a distinct "rasp" while shifting from gear to gear when you step in the gas a little. I dropped my vehicle off the night before, and also asked the rep about having a vent cover that is in the head liner replaced due to it being broken due to the way it was manufactured to be told that not all items are covered under the factory warranty, which I thought was weird seeing I have bumper to bumper for 5 yrs, and it only has like 8k miles on the vehicle. I was also instructed that my warranty past 36k miles or 3 years does not and will not cover updates dealing with the transmission, which also caught me as odd, because if there was an update on the transmission after 3 years with my warranty, why would they not want to just do the update if it possibly would cause damage to the transmission which would cost the company even more to repair or replace under warranty up to 5 yrs and or 100k miles. Anyways, I dropped the vehicle off for service, to come back the next day to pick it up like normal. When I got to the dealership, I had to wait about 25 minutes for them to "bring my vehicle around" for me to receive it. On the receipt it states that they did the Recall and 2 transmission updates. Finally when my vehicle was brought around, I was already anxious to leave from having to wait for someone to walk out back and drive it around, which I could have done in less than 5 minutes. When I got into my vehicle I immediately noticed my passenger seat, for some reason, was laid all the way back like someone had been lounging around in my car. So I put the seat back up, and didn't think too deep about it. Then I put my arm down on my center console arm rest, to find that the top was not shut properly. When I opened the center part up, low and behold all of my belongings inside had look like someone had rummaged around and went through my stuff. Now just like most people on the "honor" system, I did not have an "inventory" of my items... So at that point, I went back in the dealership to ask, why would someone go through my center console due to any and all updates being done through the USB and ODB2 connections completely in the open and under the steering wheel. The "only" thought from the service is that the technician went in there looking for the connection to do the recall, and obviously didn't find it. In my mind, this is wrong on several different levels; 1. The technicians working on vehicles specifically doing updates should know where, and if they are unaware in the case, not to go rummaging through someones center console "looking" for it, but maybe ask or turn to a manual. OR even LOOK because they are and WERE in plan site where the USB and data entries for the radio, not hidden by anything. 2. If they did have to go in there to find out they might not know where the connection was, they should have and could have annotated it on the ticket, and or even spoke with me to let me know ahead of time due to having to look through for whatever reason. 3. If you are going to have to move the seats for whatever reason, try to put it back in the original position, because like I stated it seemed as if someone was "lounging" in my car... Not to mention I do not know what transmission updates they completed on my vehicle but the rasp is still apparent if not worse when shifting. This is not the first time I had a problem with this specific dealerships service department, maybe it was just my bad luck or whatever, but I just feel that there should be better checks and balances across the board, or actually hire people with the right training and or get them trained on the new vehicles sooner than later so this doesn't happen again. More

Great Customer Service! Joey was very professional & informative! My shuttle driver, Dexter, was so awesome! I will definitely use their service in the future...Thanks so muc Joey was very professional & informative! My shuttle driver, Dexter, was so awesome! I will definitely use their service in the future...Thanks so much guys! More

Great Service Advisor I don't know a lot about cars and I normally get ripped off when I go to a dealership. Ken Moore, the service advisor who helped me, was trustworthy a I don't know a lot about cars and I normally get ripped off when I go to a dealership. Ken Moore, the service advisor who helped me, was trustworthy and well-informed. He listened to my problem and made sure all of my questions were answered. More

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

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

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

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