Ourisman Mazda of Rockville

I had a great experience at Mazda, and I highly recommend working with Ozz. From the moment I walked in, he was professional, friendly, and really took the time to listen to what I was looking for. He made t working with Ozz. From the moment I walked in, he was professional, friendly, and really took the time to listen to what I was looking for. He made the whole process smooth and stress-free, which I really appreciated. Ozz was knowledgeable, patient, and never made me feel pressured. He explained everything clearly and made sure I was comfortable with every step. It honestly made what can sometimes be a stressful experience feel easy and positive. More

This dealership’s hurried wheel alignment service resulted in one bolt having thread galling (seizure). Worse, they left this bolt locked up, and did not take responsibility for it immediately and resulted in one bolt having thread galling (seizure). Worse, they left this bolt locked up, and did not take responsibility for it immediately and proactively fix it. I will have to return to the dealership so they can remedy this, it should be free since they caused it to happen but can be a $200 repair otherwise. I will update this review noting their response. This dealership recommended a change of brake pads and a brake fluid flush, together about $1000. But when I took my vehicle to Pep Boys for an inspection I was told the brake pads had half their life left. It is hard not to conclude that the dealership is pushing unneeded services, an unfair trade practice. I recommend second guessing this dealership’s recommendations where practical, and if you similarly find an unfair trade practice, please report it on the FTC Report Fraud website https://reportfraud.ftc.gov/ The FTC Combating Auto Retail Scams (CARS) Rule (designed to prohibit car dealerships from pushing unnecessary services) was struck down by a federal court, but other more general FTC rules still apply. Given the seeming lack of integrity, it might also be useful to check your license plate lights before going to the dealership—if they recommend changing a bulb you should report this behavior as well. I took them at their word that my bulb was out as their video showed, but I had not checked before my visit. The dealership did a great job installing an interior automatic rear view mirror, so full credit for that. More

My car service was very easy to schedule and took a minimal amount of time. minimal amount of time. More

Customer service was perfect (Thank you, Oz! ) Care was thorough! We will be back again! ) Care was thorough! We will be back again! More

Friendly, efficient, met deadlines Explained all steps Provided hands on demo of computer screens. Will use next time. steps Provided hands on demo of computer screens. Will use next time. More

Excellent service. Friendly staff is quick on paperwork, communicate clearly on the services being done. It was done same day and I picked up my car in the afternoon. Z Friendly staff is quick on paperwork, communicate clearly on the services being done. It was done same day and I picked up my car in the afternoon. Zero cost because I had a service contract. More

Service was done more quickly than scheduled (I waited on site). Service agent was polite and professional. site). Service agent was polite and professional. More

🚨 Repeated Service Failures, Dishonest Practices & Poor Management – AVOID THIS DEALERSHIP 🚨 I’ve been a Mazda owner for over a decade, but after multiple horrible experiences at Ourisman Mazda of Rock Management – AVOID THIS DEALERSHIP 🚨 I’ve been a Mazda owner for over a decade, but after multiple horrible experiences at Ourisman Mazda of Rockville (May 2024, Jan 2025, and Feb 2025), I will never return. This dealership is poorly managed, dishonest, and refuses accountability. May 2024 – Overcharges & No Communication Quoted 2-3 hours for service but waited all day with no updates. Given a loaner at closing with no prior notice. No one contacted me when my car was ready. Three days later, I called and was told it had been sitting there since the day before. Final bill was $300+ higher than quoted—corrected only after I pushed back. After I left negative feedback, Service Director K. Jones called, apologized, and personally scheduled my January 2025 visit, promising better communication and a dedicated advisor. January 2025 – 7-Hour Wait & Damage to My Car Scheduled routine maintenance (quoted 1-2 hours) and a full detailing. Waited from 10 AM to 5 PM with no updates—only received a last-minute text: “Your car is ready.” The "express detailing" was just a standard car wash—they never cleaned the interior. Interior was still dirty, and my previously undamaged car now had dents and scratches. Service Manager Phil admitted fault and promised I’d get an email from Service Advisor Oz to schedule repairs. Instead, I was ignored for over a week. Emailed Oz—no response. Called multiple times—was hung up on twice. Told Phil would call me back—he never did. Left multiple messages for K. Jones—never received a response. Only after escalating to GM Loc Truong did anyone respond. February 2025 – Lied About Repairs & No Priority on My Car Dropped my car off Feb 3rd for dealership-caused damage repairs. Feb 5th: Told my car would be ready that morning. Feb 6th: Told, "We actually have no idea when it will be ready." Feb 11th: Got an email (12:07 PM) and a text (12:20 PM) saying my car was ready. Feb 11th (1:28 PM): Asked Keith to confirm repairs were actually done before I arrived—no response. Arrived and was told they didn’t know where my car was. When my car finally arrived: The primary repair—the dent—was never fixed. Phil told me, "The team must've been too busy and not gotten to it." My car was there for 1.5 weeks, yet the main repair wasn’t even done. The damage wrapped around the entire passenger side—from the trunk to the front bumper, including the headlight. Phil originally said ALL of it, including the headlight, would be fixed. Later, Keith claimed it was never documented, so they wouldn’t address it. A service advisor even tried to blame me, saying "because of that email you sent Keith." When I clarified I only asked them to confirm the work was done, they looked shocked. February 15th – Final Pickup & The GM’s Indifference Keith called at closing on Friday, Feb 14th, expecting me to drop everything and pick up my car. Arrived the next day, Saturday, Feb 15th. No one in leadership (Keith, Phil) was present. Staff didn’t even know if my paperwork was ready. Asked for the GM—employees smirked. They clearly know management is useless. Loc Truong (GM) finally appeared, carrying takeout. He shook my hand but said nothing. He never apologized, never addressed the failures, and stood silently as I inspected my car. When I firmly told him, "I won’t be back," he shrugged and said, "That’s fine." Final Thoughts – Why You Should AVOID This Dealership 🚫 ZERO Accountability – Management ignores customers for weeks until escalated. 🚫 EXTREME Lack of Communication – I had to chase them for every update. 🚫 Dishonest Business Practices – They downgraded my service without approval and lied about repairs. 🚫 Incompetent Leadership – GM Loc Truong & Service Director K. Jones refuse to engage with customers. This dealership has made zero effort to retain me as a customer. If you want honest service, go somewhere else. More