Ourisman Lexus of Rockville

Brad was great! He arranged for my car to be picked up and delivered. He recommended some needed services which we did. Everything was perfect. Love my Lexus! He arranged for my car to be picked up and delivered. He recommended some needed services which we did. Everything was perfect. Love my Lexus! More

I was greeted and assured that a loaner was available even though I originally didn’t think I would need it. I received a call letting me know what additional service I needed prior to the work being do even though I originally didn’t think I would need it. I received a call letting me know what additional service I needed prior to the work being done and for my approval. I’m sure I’ll be back! More

ATHANASIS provided professional and competent service during our purchase of a new Lexus RX 350 and added a nice personal touch of creating a photo op for the new car which was a birthday present for my during our purchase of a new Lexus RX 350 and added a nice personal touch of creating a photo op for the new car which was a birthday present for my wife . More

My service person greeted me right away and he was friendly and personable. After my car was checked he explained everything to me which was wonderful. The work was done in a timely manner. The waitin friendly and personable. After my car was checked he explained everything to me which was wonderful. The work was done in a timely manner. The waiting area was clean and neat with coffee and snacks available. More

Avoid like a plague They sold me a faulty, unsellable car and then caused more financial losses trying to make be buy another car from them. I leased a car from this dealership at the end of October 20 car and then caused more financial losses trying to make be buy another car from them. I leased a car from this dealership at the end of October 2018. Everything supposedly went very well, and I provided a very good review. My salesperson Mr. Wood appeared very professional and so appeared the financial director – Ms. Adnan. However, the problems started right away. Few weeks after I took possession of the car, I had to pay hundreds of dollars in additional fees never disclosed to me. I spoke to Ms. Adnan, she admitted that she made a mistake, but according to her I was responsible to paying these fees. I had no choice and paid. Before I leased the vehicle, my salesperson Mr. Tim Wood praised Lexus navigation system and persuaded me to pay more and get an upgrade with larger screen. The upgraded navigation indeed looked nice, and I agreed to pay more. However, their navigation system DOES NOT WORK. It often gave so inefficient and irrational directions, that the navigation was merely useless. In addition, it often many times miscalculated the driving time. This model did not have Apple carplay of android auto. There was no way to project directions from a smart phone to the screen. I brought the car for service and explained that I had issues with the navigation. The tech however responded that it was a known issue, and that the navigation indeed was useless. The tech just advised me to use my phone for directions. I contacted my salesperson. He responded that he had never heard about this issue with the navigation systems. It was strange, as I leased the car nearly a year after the car was first available. Why they never heard about the issue until after I leased their car? All my attempts to mitigate the not functioning navigation system were left without response. They only kept offering me to pay many thousands in negative equity of the car and get a newer car from them. Naturally, due to not working navigation, the car lost value much faster, then other comparable models. It took three years, and this crisis in the industry, before I could replace the car without paying thousands of dollars. Obviously, I did not want another Lexus, and especially not from this dealership. I ordered my new vehicle, but it took a while to deliver. Then their service department, showed who they really are. I brought mine for service, just to rotate the tires. The price was published on their website. They however, charged me a lot more for the work I never requested or authorized. I wrote to the dealership and requested a refund for unneeded and unauthorized work. However, after leaving me a message once, they stopped responding. When I leased the car, their finance director Ms. Adnan persuaded me into buying an optional coverage. Supposedly, they covered tires, wheels, windshield, dents without a deductible. The finance director advised to use this coverage if I trade in the car. According to Ms. Adnan, I was to bring the car for service before lease end, the dealership would take care of all the covered damages, and my car supposedly increasing its value. As the finance director advised, I brought the car for service. However, it was discovered that the finance director sold me the coverage shorter than the duration of the lease. Unfortunately, shortly after I leased the car, my paperwork was misplaced. I requested a copy from the dealership, but they refused to provide it. I had no way of knowing, what was in the contract. I contacted Lexus. Indeed, the coverage was shorter than the lease. They don't know, why the short coverage was selected, as longer coverages were available. It wasn't a big deal, as the coverage was still extendable, despite the gap. However, only the dealership could extend the coverage, and I was unable to do it. I was advised to contact the same Finance Director, Ms. Adnan, who originally overlooked hundreds of dollars in fees. This time Ms. Adnan was very offensive and extremely unprofessional. She kept interrupting me and did not allow me to speak. I couldn’t even explain what the problem was. The Finance Director only told me, that longer coverage was not available, when we signed the paperwork, and that the coverage was not extendable. It was a gross misrepresentation, and I knew it, as I contacted Lexus already. Apparently, Ms. Adnan did not want to admit making a mistake. However, she did, and it was not her first one. Having wasted time with Ms. Adnan and having spoken to such as rude person, I wrote to their GM, Mr. Slebodnick. I requested the assistance with fixing the damages. All they had to do, was to extend the coverage through Lexus. When he called me, I briefly told me about my experience with the car, about not working navigation. I also told him about the incompetent and unprofessional Finance Director. I explained him that I ordered a car from another maker, and that since I paid over $700 to fix the damages before my trade in, I would like them to be fixed. My new car had already been ordered and I told him about the make and model of my new car. Then he asked, if I paid a deposit on the new ordered car, and I answered – no. The GM was very nice and promised to fix all damages that affect the value of the car without expending the coverage. He also promised to provide me with an appraisal report for my trouble, so another dealership could not lowball the trade in value. I assumed that the GM did not want the Finance Director to look bad, if my coverage was extended, despite her untruthful statements. However, apparently, it was a trick to sell me another car from them. The GM lied and had no intention to keep his promise. I pointed out that I only requested to extend my coverage. He responded that he personally was going to take care of everything for my troubles. When my new car arrived, they had a new GM, Mr. Drost. He refused to comply with our agreement. He told me, that the old GM indeed recalled the conversation, however, did not recall what he said. The new GM also explained that these agreements were only for the customers, who are buying another car from them. It made no sense, as my new car had been ordered long before I contacted the old GM. Obviously, the old GM knew that I was waiting for the new car to arrive. When I spoke with the old GM, coverage could have been extended. I explained that all they had to do at was to extend the coverage, when it was available. I also explained that if their Furnace Director did her job and did not make a mistake, I would not be in this situation. In addition, if they didn’t lie about their navigation system, I would have never leased the car. I also pointed out that my car was still under warranty, so they can just fix the navigation. If they fix it, I will just keep the car. After that the new GM asked me to come in and promised to look at the damages. When I came, the new GM was only trying to persuade me to buy another car from them. Otherwise, he did nothing. I asked him why did he waste my time? He knew I was very busy, as my new car arrived. I had to deal with fixing my old car, getting the fair appraisal, financing. He did not care, as I wasn’t buying another car from them. I came to have the damages fixed and get the appraisal report, as promised. The new GM refused to do anything with the damages and advised me to go to CarMax for appraisal. However, I wasted even more time, because I went to CarMax, as he advised. They do not appraise leased cars. The time was very crucial as I had to buy my new car before it was gone. With all the car shortages, there were many others who wanted my new car. If I lost this one, I could wait for up to a year for the new one, and I didn't want to drive more without working navigation. The GM knew it, and obviously made it harder for me to get another car. Some of the damages were covered by my insurance, but there was no time to go through insurance. If the old GM did not make false promises, and the new one did not waste even more of my time, I could have fixed some of the damages through my insurance. I didn't do so because the old GM promised to fix everything without a deductible. After wasting time with the second GM, I fixed some damages at my own expense. Then I traded the car with the rest of the damages as they were. I had no choice, as there was no time to deal with my insurance. If their two GMs and the Finance Director are so dishonest and unprofessional, what to expect from the dealership? More

An amazing experience with Gabby and the team at Lexus of Rockville. They treated me very well even before I arrived from out of state to purchase my new vehicle. They were and are very attentive to my need Rockville. They treated me very well even before I arrived from out of state to purchase my new vehicle. They were and are very attentive to my needs and answer the many questions I had. More

My SUV had a break recall. Pierre was very helpful had my car down in just over an hour. I asked to have my car washed he said sure. Brought my car up he walked me out the car Pierre was very helpful had my car down in just over an hour. I asked to have my car washed he said sure. Brought my car up he walked me out the car was dirtier than when I brought it in. Had swirls of dirt on hood and doors and the windows were hard to see out. He got a cloth and wipes it. I went home and washed my windows. Please work on this service. It’s hard to imagine paying over 60K and not getting a clean wash on my first time in for service. More

Expert and friendly sales and service personnel. Have been a customer for 8 years, always happy with their work. Have been a customer for 8 years, always happy with their work. More

They best service customer service. Especially Pierr, he took great care of my car and kept me informed every step of the way. Especially Pierr, he took great care of my car and kept me informed every step of the way. More

Andres was excellent in regard to my emergency, the other day. Understood the problem, we covered all areas of concern related to the problem. We covered the alternatives related to the situation. T other day. Understood the problem, we covered all areas of concern related to the problem. We covered the alternatives related to the situation. That was good and very much appreciated. More