Ourisman Lexus of Rockville

Ourisman Lexus of Rockville responded

Thank you for sharing this feedback! We will be sure to let our team know that you appreciate our valet service. See you next time you need our help here at Ourisman Lexus of Rockville!

Ourisman Lexus of Rockville responded

Anthony, this feedback is incredibly disheartening. Allow me to apologize for the lack of advanced notice about the change in pricing for your service. I'm unsure of the reason why you were initially misquoted, but I will look into the details of this to ensure it doesn't happen again. It's concerning to hear that you felt uncomfortable in our waiting area as well, and I will revisit our signage to make sure our health policies are clear. I would be grateful for the chance to discuss your experience. Please consider giving me a call when you're available so I can address these concerns. Kindly, David Slebodnick - General Manager - (301) 825-9552

Ourisman Lexus of Rockville responded

This feedback is music to our ears! Thank you for taking your business to Ourisman Lexus of Rockville, it was our pleasure to assist you. Please come again!

Ourisman Lexus of Rockville responded

Thank you for trusting our service team to get the job done right! We are grateful for your business and we look forward to welcoming you back to Ourisman Lexus of Rockville in the future. Have a wonderful day!

Ourisman Lexus of Rockville responded

We're thrilled to hear that Tim was such a welcome part of your car-buying experience! Thank you for the terrific review and for taking your business to Ourisman Lexus of Rockville - we wish you many safe miles ahead!

Ourisman Lexus of Rockville responded

Thank you for taking the time to review us! We are so glad to hear that you had a successful service experience working with the Ourisman Lexus of Rockville team. Drive safely, and we hope to see you back again down the road!

dtuan_hoai2002 responded

You welcome!

Ourisman Lexus of Rockville responded

I am sorry to read this feedback, as it's disappointing that you didn't have a better experience. It is concerning that we left the impression that we were willing to mislead our customers, as this is certainly not the type of business we hope to run. We strive to make informed and accurate service recommendations, but I understand that this was not your experience. I will share your feedback with the team in order to continue improving. If we can do anything else for you, let us know. Best, David Slebodnick - General Manager - (301) 825-9552

Miaomi responded

After engine oil change on Jan/10/2022, my engine had strange loud noise and acceleration was not smooth as before when I drove on I270. I kept drove for a few days and the strange loud noise persisted. I talked to my boy friend who used to be a certified auto technician about the engine strange noise. He came to my place and checked engine oil for me from the engine oil stick. The engine oil was blackish dark brown with sticky look---it did not flow around on the stick and it was a thick and sticky dark brownish color. My boy friend told me something strange with the engine oil. He suggested me to replace new engine oil first and he would bring his stethoscope to do more diagnosis for me next week. I have been driving for more than 40 yrs in my life. I use mobile one synthetic oil and I know what it looks like and how it feel like for a fresh engine oil. This darkish brown sticky engine oil and strange engine noise bothered me for a whole week since 1/10/2022. I lost trust to Ourisman Lexus of Rockville completely. I scheduled an appointment with Lindsay Lexus of Alexandria for another oil change again. Although the master tech told me he did not find anything wrong with my engine and he said he did not have a lab to do test on engine oil Ourisman Lexus of Rockville changed for my car. My boy friend told the Lindsay Lexus service adviser to replace a new engine oil for my car. Because I just had an oil change in Ourisman Lexus of Rockville one week ago, I either have to go back to Ourisman Lexus of Rockville for a new oil change or I have to pay out of my pocket to have a new oil change in Lindsay Lexus of Alexandria. I will never bring my car back to Ourisman Lexus of Rockville again. I told service adviser in Lindsay Lexus of Alexandria I agreed to pay for a new oil change. After new oil change by Lindsay Lexus of Alexandria, the strange engine noise is gone and acceleration turns to be as smooth as before. I checked the engine oil stick after I arrived home from Lindsay Lexus of Alexandria, the engine oil on the stick was almost clear and only have very thin layer of engine oil on the stick, this tells me engine oil fluidity is great. I can tell this is very good quality engine oil. My impression for Ourisman Lexus of Rockville is very very BAD after my oil change. Why Ourisman Lexus of Rockville engine oil put into my car is darkish brown and sticky if it is a fresh, synthetic engine oil? Only thing I can think of is someone in the Ourisman Lexus of Rockville does not want me to keep my car for long or want me to pay lots of money to repair my car after certified Lexus warranty expires. I don't believe anyone in Ourisman Lexus of Rockville who put bad engine oil to my car is anything relating to " accidental". I don't want to have anything to do with Ourisman Lexus of Rockville in the future. I can forgive whoever put bad engine oil in my car, but I will never forget this bad experience of oil change in Ourisman Lexus of Rockville.

Ourisman Lexus of Rockville responded

Thank you for the great review! We are thrilled to hear that you had such a successful and efficient service experience working with Mike. Drive safely, and we hope to see you back again at Ourisman Lexus of Rockville!

Ourisman Lexus of Rockville responded

It was our pleasure to help, Frank! Thank you for the excellent review and for trusting Ourisman Lexus of Rockville with the job! We hope to see you again next time.

Ourisman Lexus of Rockville responded

Jeanne, it's incredibly validating to hear this is the level of service we're providing! Thank you for the glowing review and for trusting Ourisman Lexus of Rockville with your business - we'll be here if you need us down the road! Drive safe!

jeannemrw responded

My case had also been passed expertly to the staff on site after hours when I came to pick my vehicle up. Nelson was excellent in researching, advising, and accommodating my additional questions and request for tire pressure changes for winter driving. I trust Lexus of Rockville.