Ourisman Volkswagen of Laurel

Ourisman Volkswagen of Laurel responded

I have provided additional details below: For the record, this consumer did not purchase a VW from our dealership. This customer wanted a VW that we did not have in stock. An aggressive price was negotiated and we contacted another dealer and made arrangements to purchase the vehicle and have it brought in while they waited. When we finally agreed on all of the details, we contacted the dealership to let them know we were sending drivers to pick up the vehicle they said we could have. The other dealership, at that time, informed us that they made a decision to sell the vehicle to someone else and it was no longer available to us. My Sales Manager, Mr. Isaac Chee quickly found another VW, a little further away and informed the customer. The new VW also had more options, however, it was offered at the same price, not charging the customer for the additional equipment. It was close to 8PM and since it was almost an hour drive, Mr. Chee asked them if we could go get the vehicle. It seemed more important to argue and require explanation about “how could we possibly have lost the first vehicle?” instead of correct the situation. Valuable time was being lost and we did not want to have a second dealer sell another vehicle out from under us. Mr. Chee gave this consumer almost 20 minutes and did not raise his voice, not just 2 minutes as implied. Also, Mr. Chee is not the GM as the customer implies in his review. When Mr. Chee asked again if we should go get the car before the other dealer closed, our guess is the pressure and the mistrust from the customer not believing us about the first car caused the situation to erode. The reason for the question was the other dealership wanted to close and kept calling us to ask if we were coming. Our VW team here tried very hard to help get the exact VW this consumer wanted. The consumer recognized the hard work and dedication by several of the individuals here. Unfortunately, we were at the mercy of not having the VW in stock and had to do our best to find a vehicle we did not have in stock. I had apologized prior to this online review and gave the customer an opportunity to deal directly with me as the Vice President of the stores in Laurel. I was never contacted by the consumer or given that opportunity. I wish you the best and again, I am sorry we could not earn your business. Ed W.

Ourisman Volkswagen of Laurel responded

Thank you for your review and feedback. This vehicle in question has a faulty switch that was replaced at no charge under the warranty. The consumer lost confidence in the vehicle and asked to exchange it for another vehicle. Since the repair was covered under warranty and the issue was corrected a vehicle exchange was not necessary. It’s unfortunate that the consumer continues to disagree. Warranties exist to protect the consumer and the product purchased. In this case the warranty corrected the issue. Ed W.

melman0365 responded

I've told all of my friends, Facebook friends. family, co-workers, and I'm telling everyone else to beware of Ourisman Honda. They don't care about the customer.

Ourisman Volkswagen of Laurel responded

Thank you for your feedback. I'd like to address several parts of your message and explain why things are completed step by step with a proven process. While some customers may or may not need things you refer to as "stuff you don't need" we have found that most customers would like a complete and thorough explanation of the products offered to protect your vehicle. Yes, some customers do not need to extend their warranty, however, most customers do take advantage of warranties and other products offered. I understand that some customers want to rush in and rush out but a vehicle purchase is a large investment. We will go slow and make sure the paperwork is complete and that we explain the products in detail so you can make an educated decision. We will never short cut this process. As for the spare tire, most vehicles come with a tire that fits perfectly inside the space provided. We have tried to add larger tires (full size) but we have found that they typically do not fit in the cargo space or they are not worth the investment. My salesperson should have simply looked at the spare with you when you went on a test drive, I apologize he did not. Last, the spare key. Online, our vehicles are priced very low, most of the time below our competition. They are priced based on options and equipment. Just like you didn't want to "buy stuff you don't need" a lot of consumers don't care about a second key. They would rather keep the costs low and not pay for things they don't need. I'm sure you can understand that we can't just give things away to make people happy but I am pleased to hear that they gave you a discount. Again, thank you for your feedback and enjoy your vehicle. Ed W.