Ourisman Ford & Lincoln of Alexandria

I'm not one to write reviews, but this dealership has the worst service in all my 30 years of dealing with dealerships. Where do I begin. Buying the car no problem. Sales people were good. There were a few t worst service in all my 30 years of dealing with dealerships. Where do I begin. Buying the car no problem. Sales people were good. There were a few things that needed fixing like small dents dirty seat beats no big deal. The seatbelt was cleaned, the other one they could not clean. So they ordered a new one. First, the ordered the wrong side. When they got the right side, they broke that one. But this is where it got worst. I have a 2017 Lincoln Continental Black Label Edition. In their words, their top of the line car.32,000 miles not bad. First, it took over a month just to get the car in the shop. Secondly, when I got it back, whatever they used to detail the dashboard caused the leather to pluck up or detach. I was told by Chris Brown, service manager, it would take about 3 weeks to fix it, ok. They did gave me a loaner. It took 2 months to get my car back. And then there were lies. We have to ship it out, lie. When I finally had had enough I found my car in the lot under a tree (who does that) dashboard all in pieces. What means they didn't send it out. Delay tactic (40 extra miles on my car). It took me several visits, never an update. Called several times. And now as of today. The other side of my dashboard is doing the same thing. I could go on and on but I won't. One last thing, when I told Chris about the reviews I had read his response was, " Yeah I know I've read them too" Buy a car from there Good to maybe, but never, never take it back for service. TERRBLE!!!! PS. When I told the General Manager about this. He looked into it people moved a little faster. Same result. Useless More

Darius Boyd very professional employee his manner and helpful experience made me buy that vehicle. He is a very good salesman anyone looking to buy a car go see him. helpful experience made me buy that vehicle. He is a very good salesman anyone looking to buy a car go see him. More

My wife and I purchased a new vehicle from Ourisman Ford and Lincoln, we had a wonderful experience purchasing our new vehicle with no-pressure and didn’t feel rushed. Excellent customer service by salesper and Lincoln, we had a wonderful experience purchasing our new vehicle with no-pressure and didn’t feel rushed. Excellent customer service by salesperson Quentin, he was very knowledgeable and professional. When he wasn’t available Tyra stepped in and did an outstanding job as well. Over all communication was great throughout the purchasing of our vehicle. Mr. & Mrs. Jones More

On September 29 I Talked to a sales lady name Ms Sharnetta Harris about a new purchase she was so kind well knowledgeable bout my purchase she even went out of her way to help me understand the dif Sharnetta Harris about a new purchase she was so kind well knowledgeable bout my purchase she even went out of her way to help me understand the difference I need for my family vehicle I would recommend her for anyone looking to purchase a new vehicle More

On August 7th, I took my 2020 Lincoln Cosair in for a scheduled oil change. I had 26, 200 miles on the vehicle at this time. After waiting about 2 hours, the service Tech came in to tell me that my veh scheduled oil change. I had 26, 200 miles on the vehicle at this time. After waiting about 2 hours, the service Tech came in to tell me that my vehicle would be ready shortly. He said, "by the time you come back you will have a little over 31, 000 miles on it so they suggest the 30,000 miles services." I said ok. About an hour and half, he told me my car was ready. I get to the cashier and was told my bill was $554.00. I said I only got an oil change and she then should me a list of unauthorized services that had supposedly been done to my car. She advised me to go to the service manager. I told him I didn't authorize those services and I wasn't prepared to pay that. Chris Browne had the nerve to tell me I had to leave my car there until I got the money and he would have the shuttle take me home. He told me to call someone to get the money. He actually tried to force me into paying. I walked out of his office and ask the cashier to call Fairfax County Police because I wasn't leaving my car there and nor was I paying that. Shortly after then the shuttle driver came and ask me was I waiting for a ride. I told him, no I wasn't waiting for a ride, I was waiting for Fairfax County Police. At this point, the GM gets involved. I told him, why would I get a 30,000 mile servicing on a car that only has 26,200 miles on it. Who does that? So, after talking with the service manager and the threat of me contacting Fairfax County Police and knowing that I had not authorized the work, they decided to undo everything that they could and I was charged $150.00 which I later found out I should not have paid. The way I see it, they owe me $92.00, since the authorized oil change is $58.00. So, I had to wait for another 1.5 hours. I know the tech's salary also includes commission so I guess they resort to unethical practices and it would seem as though this Ourisman and service management main victims are females who they think they can push over. Oddly enough, I was just on another complaint website were one of their victim's said, "Don't mess with this place especially if you are a woman and I totally agree. Sadly, I wonder how many people have they pulled this on? How many people allow them to force them to beg, borrow and do what they have to do to get their car. I can't believe this dude threaten to keep my vehicle and thought I was going to allow it. I have since found out their service department has the worst reputation of any Lincoln dealership in the Metro area. Please, please go somewhere else. More

Tyra Flagg was absolutely terrific. She was professional and listens carefully to her customers expectations. She went out of her way to pick me up in the new truck I was buying so we could finish the trans and listens carefully to her customers expectations. She went out of her way to pick me up in the new truck I was buying so we could finish the transaction at the dealership. Now that’s awesome service! buying a Ford from Tyra was a no brainer! More

Purchase my first car on the Fourth of July sharnetta was the best very helpful respectful and polite definitely gave me the best experience ever I do recommend this dealership they are the best Latoya j the best very helpful respectful and polite definitely gave me the best experience ever I do recommend this dealership they are the best Latoya johnson More

I’m not a person that ever writes reviews, but this location is the worse. In the beginning when I first bought my Ford to this location everyone was very friendly and great to work with. The service c location is the worse. In the beginning when I first bought my Ford to this location everyone was very friendly and great to work with. The service center is lacking in customer service experience - especially Simon. He is extremely rude on the phone, states that he is right regardless of the receipts shown, and doesn’t take the time to listen to costumers. He stated the repairs wouldn’t be covered by our warranty due to an accident that happened over 8 months ago, ok fine but he wouldn’t explain why. He increasingly got rude with me on the phone and insinuated that I didn’t know what I was talking about. I’ve even mentioned that all previous service on my Ford we have ALWAYS paid for, he stated that’s not right because it would be covered. Well it wasn’t, none of it ever was. What’s the point of purchasing a warranty if I don’t even get to use it? Simon is a horrible manager and doesn’t know how to talk to his costumers. When I asked if I could speak to a different manager he said I could ONLY speak to him and if I didn’t like that then my husband could just leave with the Ford without fixing it. This location continues to get worse with their costumer service in their service center that it’s laughable. The last time my car was in there to be serviced it took forever and then when we got my car back it had the worse smell, like whoever was working on it hadn’t showered in months. I do not recommend this location to anyone. I use to look past all the negative experiences I’ve had at this location because it’s close and convenient to get to, but it’s not worth being treated so negatively there. Especially Simon. More

New 2020 ford explorer ST bought Summer 2020. I used to drive a coupe and then a sedan, but when I drove the explorer I swear I could hear wind noise. I took it to the dealer at 6K miles and told them the drive a coupe and then a sedan, but when I drove the explorer I swear I could hear wind noise. I took it to the dealer at 6K miles and told them the noise sounds like it's coming from the moonroof. They state the issue cant be duplicated. So I let it go and maybe SUVs just make that noise. May 2021 I have 20k miles on it. I saw the roof line clearly & noticed the seal is not attached in the back of the moonroof (Very Obvious). I took it in again and tell the ASM it's obvious the seal is bad, I need this fixed. At the end of the day it was “fixed”. I go to pick it up and nothing was done to the seal. I’m informed they adjusted the roof & I shouldn't hear the noise anymore (BS). I got a 2nd opinion and was told ourisman was lazy and didn't want to fix it. I took it back on June 3rd and spoke with the service manager Chris who was apologetic after saying this is my 3rd time there for the same issue. They never call or update. I have to call on June 7th to see how they plan on fixing it and they say new glass will be in on the 10th. I call the 11th after no update and after 2 Voicemails they call back saying glass will arrive the 15th. Ok, delays happen just update me. I call on the 16th and had to leave voicemails at 8am and 2pm to confirm the glass arrived. Chris says it did and they will work on it the 16th/17th... I call the 18th with no pickup or calls. End of the day I get the ASM to update me and no work took place. Ok but give me an update when you get a date and am told they will. Its now the 21st of June and no call or update and no call back. On the 22nd Chris says they now have to remove the whole headliner for the moonroof. Fine keep me updated on when you’ll fix it. They sub out the work to a shop where it sits for 4 days. On the 25th its finally fixed. They still had trash in the back and when I look closer there are issues with the headliner and am informed they’ll fix it the next time. On the service ticket they replaced the battery since car wouldn’t start. They had it sitting so long it went into deep sleep mode. I received warnings on ford pass of 4 system errors. When asked if its normal for the battery to need to be replaced after going in deep sleep mode I’m told it happens. For the month they had my vehicle there were storms and I called to make sure they had the car covered due to the seal. The service manager states it should be and if any damage occurs with the vehicle there that they will make it right. On June 26th I decide to organize my trunk. I open the liftgate and a strong smell hits me. Everything I had in the mid compartment above the spare wheel was drenched and smelled along with the vehicle fabric. I then go and lift that compartment to see the spare tire is full of water. I am furious and leave voicemails and call the GM Lee Brooks. He is apologizes and tells me they will get back to me. I tell him I want the car fully detailed and cleaned to make sure there is no mold and compensation for my damaged belongings which he agrees. Monday the 28th no one picks up. I am called at 1:48pm but didn’t hear my phone and I have a voicemail from chris saying he’s embarrassed and for me to bring the vehicle in so they can make it right. I call back right away and leave a voicemail saying I can bring it in when they have a loaner. No call back so I leave another voicemail June 29th with no call back. I call the GM Lee and leave a message. Chris calls who says he is trying to get a loaner. I tell him I want the car fully cleaned and detailed. He states its easy to take care of. When I bring up compensation for my items damaged, he now states that is the responsibility of Ford warranty and we’ll see. This isn’t Fords fault but the shop not taking care of product after even being asked about it during storms. Finally we set up an appointment on July 9th and I drop it off and now we are at July 15th and the service department has ignored all of my calls and messages and I have no idea when I'll get the vehicle back or if they will compensate me. If it wasn't for the stupid service plan for oil changes which locks me to this location I'd never go back. More

Do not trust these guys. I bought a brand new Lincoln and found out later that it had extensive body damage that they hid from me. The car was repaired using aftermarket parts. Additionally, when I went to found out later that it had extensive body damage that they hid from me. The car was repaired using aftermarket parts. Additionally, when I went to the service department to ask them about this, I was "handled" in a way that was totally inappropriate, including one of the technicians answering me in Spanish when I was speaking to him in English, (I do not speak Spanish and had dealt with this same technician previously, he is fluent in English). Lee charged me for GAAP insurance and other add-ons that I distinctly told him I didn't want, and had to turn around and cancel. I only found out later that they also did 6 hard credit checks even though I came to them with preapproved financing. Despite them repainting the bumper twice (3 times if you include the original repair) it is still not correct. I am so blown over by what happened with this dealership that I will never purchase a new car through any dealership again. More