Ourisman Volkswagen Rockville

On Friday, 9/27/13 I spoke with the service manager, Chuck Duvault, to plead with him my unfortunate circumstance hoping he will have compassion and help me. I am in Maryland from Texas and my daughter Chuck Duvault, to plead with him my unfortunate circumstance hoping he will have compassion and help me. I am in Maryland from Texas and my daughter is currently a patient at Walter Reed Medical Center. I am a widow of a veteran and am currently unemployed and "homeless." My daughter and I are staying with friends while we are here for her treatment. Mr. Duvault told me he would "take care of me personally" and gave me an appointment to bring my car in the following Monday. I thanked the Lord that there are good, caring, and compassionate people out there and cried because I was so relieved. When I arrived at the dealership I was "greeted" by service advisor, Luis. I asked Luis several times to speak with Mr. Duvault. He never let me speak with him. Luis had my car inspected and came back with about 7 items that were "recommended" to be done and the bill would be approximately $4000. I again ask to speak with Mr. Duvault. It took several times of me asking to speak with him that Luis finally went to get him. When Mr. Duvault came out all he did was total the estimate and give me a quote for the full price. Mr. Duvault was going to leave and I stopped him to tell him he promised to take care of me and I was hoping he would give me a discount. At this time we decided that all I needed for now was to have 2 out of the 7 items done and Mr. Duvault gave me a price of $495 and left. I then went on my iPad and found a coupon on their website. I showed the coupon to Luis and he said I can either have Mr. Duvault's "discount" or the coupon. Well, the price with the coupon was only $450! So of course I used that. Luis was very rude and during the whole process he had a flat facial expression and never looked me in the eyes. I feel I was lured into the dealership with a false promise. Shame on Mr. Duvault for what he did to me! The service advisors do not seem to inform their customers about any discounts. While in the waiting room I told 4 customers about the coupons online and they all said that they did not know about the coupons nor were told by their service advisors about the coupons. Even though I did not get a discount from Mr. Duvault I was able to help 4 people save some money. I am currently at another dealer for a second opinion. They are not charging me for the second opinion. More

Although I first came to this dealership, Ray gave me a sweet deal on VW Beetle. He also gave my wife and me sufficient time for a test drive in the process of making our final decision. I really appreciat sweet deal on VW Beetle. He also gave my wife and me sufficient time for a test drive in the process of making our final decision. I really appreciate Ray's prompt, sincere and thorough response to my requests, and recommend him to my friends and colleagues as a best sales consultant at Ourisman VW Mazda. Thank you again for your kind assistance and service! Koki More

I took my car in to have new tires installed. Everyone was very friendly. Allen gave me a five dollar gift card to Starbucks so I could wait for my car there. But when I returned to the shop, Allen pulled was very friendly. Allen gave me a five dollar gift card to Starbucks so I could wait for my car there. But when I returned to the shop, Allen pulled me into the back to show me that a tire pressure sensor was broken and, as the tire was already off, it would be best to change it at that time. He said that I "must have hit a pothole too hard". I agreed to purchase the new sensor, but when I informed my boyfriend, he explained to me that it was not possible for the sensor to have broken unless it was snapped as the tire was being removed. I confronted Allen and he denied any fault on the shop. So I then contacted my old Volkswagen dealership and the service manager again told me that the damage could only have been caused during the removal of the tire. I then told Allen that I would not be paying for the part or labor since I had two sources telling me that I was not at fault. He reluctantly removed the charges from my bill. I will not be back. More