Ourisman Fairfax Toyota

This dealership has a decent selection of cars, and average prices. When I bought my Toyota Certified Avalon there, I went to this specific dealership to buy a specific car in a specific color and average prices. When I bought my Toyota Certified Avalon there, I went to this specific dealership to buy a specific car in a specific color and trim. I knew exactly what I wanted and a budget to work with. I spent more than an hour and a half being sold to after we struck a deal with the car. First, they want you to buy the car as Toyota's have excellent reliability. Ten minutes later, you need undercoating, clear coating, seat treatment, and a ton of extra warranties because this car might fall apart the moment you drive off. Finally, after fighting off all of the extra charges, the dealership drew up sales paperwork for a different trim level - THE WRONG CAR. When I dealt with my bank to get the loan, they informed me that I would need all new paperwork on the car, reflecting the correct car and trim level. Additionally, the car's navigation system did not work properly, and I was told they would fix it before I picked the car up. So much for the 160 point inspection catching major errors in the car. When I called to request new paperwork, it took hours, the dealership told me my bank did not need this information corrected. He stalled and implied that I was being difficult by needing paperwork on the actual car I was buying. After two plus hours of waiting, he finally faxed the information to my bank. When I got to the dealership that night to pick the car up, check in hand, NONE of the paperwork had been prepared for the correct car. Furthermore, I had to wait more than a half hour while they verified that they had the correct title to the correct car that I was trying to buy. After a long delay, I finally got my car. But the navigation was not fixed. They initially told me that I needed to double-click most menu items, but upon review of my manual for the navigation, absolutely nothing requires a double-click. I was told it would take 5-10 business days to get the needed parts in to fix the navigation system. On the fifth business day, the part came in, and my sales rep told me to stop in any night at their service center to have it fixed - but to allow 30-45 minutes for the repair. They are open until 11pm, amazingly! Tonight, I drove the two-plus hours to the dealership to find out that the part was at some other service center that they own. The part was locked, and at 7:15pm, there was nobody who could get the part out for me, even though they advertise that you can have service done until 11pm. I will not go back to this dealership. They wasted a ton of my time, there was constant confusion about what car I was buying and where the part for my navigation system should be. Nobody other than the nice receptionist seemed to care at all. More

The check engine light on my Toyota Sienna came on. I took the van to a Sunoco gas station near my house. They checked the computer and diagnosed that the oxygen sensors were defective. I asked them to took the van to a Sunoco gas station near my house. They checked the computer and diagnosed that the oxygen sensors were defective. I asked them to fix it. I left the van there overnight. They replaced the front sensors and told me that they could not get the other sensor out. They did not have the proper tools to do the job. I took the van to Fairfax Toyota and explained what happened (third day). The first thing I heard "big Money". I asked how big. The sales man said “big big big .” On top of all, they had to do their own diagnosis which was another $115.00, otherwise they would not accept the job. The salesman told me that it may not be the oxygen sensor, and could be other things..., and kept repeating "big money". I asked them to do the diagnostic testing and give me a repair estimate before fixing it. I left the van there overnight. The next day (4th day) I received a call from Fairfax Toyota. I was told that the exhaust manifold was cracked, the oxygen sensor was damaged, and there may be other problems as well. I asked how much was the damage? I was told: “a minimum of $1,800.00 for replacing the one manifold, installing a new oxygen sensor and resetting the computer”. I called the Sunoco gas station and asked them if the manifold was cracked. I was told: “no way a cracked manifold makes a loud noise and your van did not make any noise”. The gas station mechanic told me that the dealer’s mechanic did not know what he was talking about.’ I asked the mechanic how much did it cost to replace the manifold. I was told by the mechanic around $100 to $200 for the manifold and $20 to $50 for washers, other parts and $200 for replacement, $500 max (without the oxygen sensor, which is an additional $210). Since I did not trust the gas station and Fairfax Toyota, I started calling around. All other dealerships in the northen Virginia gave me a quote for doing the same job between $700 and $900. Two dealerships service representatives in Alexandria and Arlington told me that they could salvage the manifold and it may cost less to fix the van. Then, I called Fairfax Toyota and talked to the dealership service manager and asked him why it costed so much to replace a manifold. I asked for a break down of cost. He said the parts are around $300 to $500 and the repair costs $1,200 to $1,500. He said that it was a very tough job. At any rate, I took my van in the same evening from Fairfax Toyota, paid the $115 for diagnosis, and took it to Alexandria Toyota (25 miles away from my house) because it was close to my work (4th day). Mr. Elliot Abascal, (703) 778-3808, one of the service representatives at Alexandria Toyota took care of the problem. The next day (5th day) Mr. Abascal called me and stated that they salvaged the manifold. I only paid around $530.00 for the job. I picked up the van and the engine light is gone. I concluded that Mr. Abascal was a very honest man and I strongly recommend his services. I would like to urge all Toyota owners to check the rates at other dealerships before doing business with Ourisman Fairfax Toyota. I was planning to buy a new car from Ourisman Fairfax Toyota. In fact I had discussed it with one of their sales representatives and had tentatively come to an agreement. But now I have decided not to do any business with Ourisman Toyota, even though they are only 1.5 miles from my house. Also, I called the service manager (Joe .. ) and asked for reimbursement for their incorrect diagnosis of the problem, the manifold was not cracked. They are so dishonest that they did not write that the manifold was cracked, they only referred to the fused oxygen sensor and their repair cost estimate which was even $50 higher than their initial estimate of $1,800. They wanted $1,850.00 for a $550 job. It took my 5 days and three repair shops to fix a small problem. More

Absolutely the worst automobile dealership I have ever dealt with. This review is from a purchase in September 2005, I just stumbled upon this website. At this time, the hybrid craze was going on, there dealt with. This review is from a purchase in September 2005, I just stumbled upon this website. At this time, the hybrid craze was going on, therefore, dealerships knew they had the upper hand. After going to a couple of dealerships, Ourisman Toyota was the only dealership that was receiving a Prius in the color and package I wanted. I checked every local dealer and as far south as Fredericksburg. Other dealerships claimed they could trade Ourisman for the Prius that I wanted, but they had to receive another Prius to trade for it. Most dealerships I talked to had a waiting list for the Prius. I seized the opportunity to get the car in the package and color I wanted. The salesman offered a free maintenance program to me, but then retracted his offer after he said he made a mistake and that the maintenance program was offered on all toyota vehicles except hybrids and scions. I told him that I was offered a certain price from another dealership and asked if he could match it. He said he would check with his manager, but if he could match the price, it would only be offered for that price at that moment. I decided to check another dealer I was negotiating with for a more expensive model in the color I wanted. I came back to Ourisman and the salesperson said he could not make any reductions in price and that the MSRP is what I would have to pay. I finally decided to get this over with and purchase the Prius because I was leaving on vacation and I didn't have a car due to a recent car accident. When the sales person brought the bill, he overcharged me $500. I notified him of this and he said "sorry my mistake." After finally changing the price, I had to leave a deposit for the vehicle because the vehicle had not been shipped to the dealer. The salesperson said the vehicle would be arrive in about a week and a half. I notified him that I would be on vacation and would call him the day I returned to pick up the vehicle. When I returned from my vacation, I had two messages from the salesman stating that many people wanted to buy the Prius I placed a deposit on and that I needed to call him right away before someone else took the vehicle. I was finally getting pissed at this point. I called the salesman and notified him that I would be coming in to pickup the vehicle and he said good because he had to hide the keys from other salesmen. I guess this is how Ourisman does business. When I arrived to pay the balance the salesman was sitting there with his feet up and didn't even have the common courtesy to stand up and greet me. He then tried to overcharge me again because he didn't include the deposit I made. When I finally received the vehicle, it had a long scratch on the clearcoat running down the driver's side and some weird swirl patterns on the front left bumber and back right upper panel. I told the saleman about this and he tried to tell me that it was residue from the protective white film they put on the cars. Wrong, it was a scratch. He finally admitted it was a scratch after he tried to shine it off. He told me to come back to the dealership to have the service department take care of it. After two trips back, the service department did not remove any of the scratches or swirls. I finally got fed up with Ourisman and left. The only reason why I purchased the vehicle was because unfortunately they were the only vehicle to have the color I wanted at that time. Luckily I did because the wait list for the Prius got as long as several months after I bought mine. I will never deal with Ourisman again and highly recommend that nobody buys a vehicle from them. Highly unprofessional and overpriced dealership! More

I previously wrote a glowing review of this dealership. Our family has purchased a number of Toyotas from them over the course of close to 20+ years, 2 loaded Camry Solara SLE V6s just in the past year. Our family has purchased a number of Toyotas from them over the course of close to 20+ years, 2 loaded Camry Solara SLE V6s just in the past year. This past Labor Day weekend totally changed my view of this dealership and its personnel. We were trying to purchase a 2007 Camry XLE. While the salesman, whom we have pleasantly worked with in the past, started out okay, it quickly became apparent that he was trying to get me to "settle" for a car that wasn't quite what I wanted...tellling me that it would be fine and that I would be happy with it. And the sales manager who seems so pleasant in passing rigidly controlled the purchasing process, making it most unpleasant. I'm appalled. In the past, the dealership tried hard to search around and find the vehicle we wanted. This time, the dealership was absolutely terrible. When I asked them to search, they really didn't want to. I asked them to search mid-Atlantic for a car; they only ran northern VA. Then they baulked...first saying they didn't want to call, then saying the car wasn't available, and then saying they would charge me the destination fee if I didn't buy one of their in-stock vehicles. The salesman indicated that I might have better luck trying to search around for a vehicle for them to obtain. Then, when I did find a vehicle...and the real, this-is-what-you-pay price at the new dealership was $2000-2500 LESS than the Ourisman price, they absolutely refused to get the vehicle and told me I'd have to buy it myself at the other place. To boot, the new dealership gave me more in trade! The dealership we ultimately bought the car at was Jack Taylor's Alexandria Toyota. The salesman was their Internet guy, Jim Brotherton. He was pleasant to work with and didn't play any games. And, the price we paid was the Internet price and was not jerked around one iota. What a relief! I cannot tell you how disappointed my family is with Ourisman. If they treat long-standing customers so discourteously (and we bought two $30,000+ cars from them in the past year), imagine how well they would treat the typical car buyer. Perhaps, Ourisman has gotten too big for its britches because it's located in the heart of affluent Fairfax County and has lots of traffic, while Alexandria Toyota -- though also in Fairfax County and close to Washington, DC --seemed to be a little out of the way. Well, if you want to be treated fairly and pleasantly, Alexandria Toyota's your place to buy. More

I went to this dealership over the Labor Day weekend. I was looking for a new car due to my back issues and plus...I wanted a new car. I was greeted by Mr. Shah as soon as I drove in. He showed me the To was looking for a new car due to my back issues and plus...I wanted a new car. I was greeted by Mr. Shah as soon as I drove in. He showed me the Toyota Camry which is what I was looking for. He showed me the two that were on the lot and asked if I was interested. I explained my what I was looking for in payments and what not. I walk to his desk, he takes my info and goes off to speak to his manager. He comes back to tell me something 35.00 more than what I said I wouldnt' pay. Fine, I told him "Thank you" and I left. I drove to Koons Tyson's Toyota to speak to a friend of a friend. He took my information, ran my credit and told me what I was looking at. He even broke it down for me word for word, number for number. Something Ourisman did not do. They just threw a number at me. I told the salesman that I would return because I would think about it. The next day (Monday, 9-4-06), I get a phone call from Mr. Shah who said he spoke to his manager about me and that his manager said "he spoke to toyota" about my history with them (2 loans with them) and that he can do a deal for me. And this time its for what I asked for. I decided to give them the benefit of the doubt. I took my current cars paperwork in and they said I had to cancel my extended warrenty, prepaid maintenance program and gap insurance. This would lower my payoff and can be completed in 2-3 days. However, I was advised by two different people at a different dealership that it would take 1 month. I then told the manager "thi" (sp) that how can he garentee me a monthly amount without running my credit. He said he was basing it off the APR I had on my paper work. (strike 1..i was told he spoke to toyota). I then say fine, I'll cancel the things asked of and when I asked for his offer in writing, he got upset and got loud saying he wouldn't write anything down and that I can do whatever I want with my money. That if we wanted a deal we had to take his word. (strike 2). Mr. Shah said he would write on a business card what was offered and under what conditions. I said fine. On my drive to Lustine to cancel my coverage, I had time to think about things and after my wife asking me 20x's if I was okay, I said, "they have one more shot". I get to lustine and I spoke to someone there and that finance manager told me it would take 1 month to get the refunds. This is the third person to tell me the same thing. I then call Mr. Shah and he said that he thought it was 2-3 days and that his manager (Thi) would know more about it, and to call him instead. At that point I gave up on them and said forget it once I hung up. I left Lustine and did not cancel anything. I went to Koons Tyson's Toyota and made my purchase that day. To top things off, they made me a better offer then Ourisman and with real customer service. All in all, stay away from these people. Not sure what type of crooked things they were trying to do, but they were not trying to help me. More

I am a faculty member at George Mason University, which is in close proximity to this dealership. Our family bought 5 cars from this dealership in the last 10 years. We were pleased with them until our las is in close proximity to this dealership. Our family bought 5 cars from this dealership in the last 10 years. We were pleased with them until our last visit. We went in to buy a new RAV-4. The sales consultants and managers we usually deal with have all but left, no doubt an indication of the deteriorating standards of this dealership! And well these new guys don't know anything and are not well trained at all. The main problem we had was on the price, they had given us a FINAL price which we were told included tax, tags etc. only to find out 4 hours later, that there were hidden charges that jacked up the price by 1150$!! We of course were totally shocked. I guessed maybe they thought if they made us hang out long enough they could sweet talk us into paying more or something!! The manager William (Billy) Brown eventually came and talked to us, he was unresponsive though and very rude! I can't believe they would put someone like him in charge of a sales team! The only thing that guy should and could manage is a lemonade stand! In closing, stay away from these guys; they are out to make money, pure and simple! They will lie, cheat and do whatever it takes to get you to sign on the dotted line! BEWARE!! Go to Carmax instead, no haggle no fuss. Just my two cents, take it or leave it. More

My family loves this dealership. We have purchased at least 5 vehicles from them over the course of about 20 years, and had all of our service work done there. The service consultants are all terrific p least 5 vehicles from them over the course of about 20 years, and had all of our service work done there. The service consultants are all terrific people to deal with as is the service manager. Two examples: (1) Recently, my Camry XLE battery went dead. When my car was towed to the dealership, the service guy actually volunteered that the entire repair was under warranty. (2) Not long ago, I brought my car in thinking it needed brake work. The service rep told me that it really didn't need it yet...then he described to me the thresholds used to determine whether front or back brakes need work. Since my family was about to embark on a long road trip, I questioned his assessment. With a smile, he told me that he was giving me the same advice he would have given his family and that he wouldn't put us in danger any more than he would put his own family in danger. I feel safe with this dealership. All the guys know us by name and greet us warmly. I couldn't recommend a dealership more highly. More

My new Prius had sudden loss of power, lots of lights come on. I pulled over, looked up all the lights--manual says Do Not Drive. So got car towed to Chantilly (b/c Fairfax rude and dismissive). Towing c come on. I pulled over, looked up all the lights--manual says Do Not Drive. So got car towed to Chantilly (b/c Fairfax rude and dismissive). Towing company was highlight of experience--nice and professional. Asst Service Mgr Kevin was rude to other customers on phone while I waited, as well as complaining to me about his lazy coworkers, his long hours, and how that upset his wife. Fine, he could have been having a bad day.... <br><br>But... their Prius technician took 8 hours (& a 2nd opinion) to diagnose that I had run out of gas. I knew the tank was 1/8th, was looking for the low fuel light, but had not seen it when I stopped the car. I looked up EVERY light that was on when I stopped, had seen that light on a previous tank, AND was waiting for it (I am female, I would like to know how urgent it is when the fuel light comes on so when I'm out in a strange place I can choose where to refuel safely).<br><br>Despite following manual's instructions (Do Not Drive if these lights are on), Chantilly Toyota charged me for the tow. The Serv. Mgr. Mike was patronizing, arrogant, rude, chauvinistic, and as bad at customer service as his employee. He had the nerve to photocopy the manual about filling the gas tank and attached that to my bill.<br><br>Nothing in the manual says that catastrophic lights will come on if the car is out of gas. Their OWN technician took 8 hours, by their own admission. I knew the tank was low, but without the warning fuel light, I did not expect it to be empty. They claim the fuel light was on when they got the car. That might be true! But if it was, it came on AFTER all the other lights. From my experience in customer service and troubleshooting, I ALWAYS perform the "idiot" checks in the early stages of troubleshooting--things can happen, cords can get unplugged, a setting can be wrong, etc. I understand that. This dealership obviously does not. More

I would not recomend this dealership for sales or service. <br><br>Saleman not familiar with their cars. My car was sold to me with factory installed parts missing. <br><br>The car was delivered d service. <br><br>Saleman not familiar with their cars. My car was sold to me with factory installed parts missing. <br><br>The car was delivered dirty to me at purchase.<br><br>The compartment below the shifter will not stay shut when something is placed in it. Repaired and replaced but not fixed.<br><br>The car after service was again delivered dirty. The guys who clean the car seem to be always washing and cleaning their personal cars instead of doing a good job of cleaning the customers cars. More