Loc Truong

Bought a car through this dealership in Dec 2024. Staff was helpful at that time, but that stopped a few weeks later I decided I wanted to cancel my extended warranty and gap insurance. I reached out Staff was helpful at that time, but that stopped a few weeks later I decided I wanted to cancel my extended warranty and gap insurance. I reached out to the office and went down in person to sign the paperwork. This was in January. After 8 weeks the amount had not been credited to my loan. I called the office repeatedly over the next two weeks to see if they could provide me with some confirmation that the warranty had been cancelled. They always said they would check and call me back, but they never did. I went down to the office in person and asked for a copy of my cancellation form and any updates they had. They told me their office doesn’t keep records of any paperwork (terrible if true) signed in the office and told me to keep waiting. When I insisted on getting a copy of my cancellation form, the rep there had me fill out a new form. When I asked him to email me a copy, he sent me what was clearly a picture of the form he took with his phone. It was extremely unprofessional. I called the finance department of their main office but always got voicemail. I left many messages but my calls were never returned. It is now May. I went down to the main office to speak with the head of finance there. I was told he was unable to get ahold of anyone from the cancellations department, as they were too busy to speak to me. Please, please do not buy a car here. This establishment embodies every stereotype about a used car dealership. Terrible (and illegal) business practices abound, and I have never been so blatantly lied to by someone I’m speaking to in person. More

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I want to update my previous review regarding my experience with Ourisman Mazda of Rockville. Since posting, the dealership has reached out and taken the necessary steps to resolve the issue with my experience with Ourisman Mazda of Rockville. Since posting, the dealership has reached out and taken the necessary steps to resolve the issue with my contract. I truly appreciate their effort to make things right and ensure I was taken care of. Mistakes can happen, but what matters most is how they're handled. Mr. Rob Flowers in financing showed professionalism and accountability in addressing my concerns. Thanks to both Mr. Flowers and Mr. Truong for fixing the issue. More

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I purchased a new Mazda from Ourisman Mazda in 2022 and paid for a 10-year/100,000-mile warranty plus a tire warranty. Now, three years later, when I need to use the warranty, I was shocked to learn it had paid for a 10-year/100,000-mile warranty plus a tire warranty. Now, three years later, when I need to use the warranty, I was shocked to learn it had been changed without my consent to a 6-year/100,000-mile warranty on the day of purchase. I contacted the dealership four days ago, provided my original warranty documents as proof, and was told they would fix it. However, I have yet to receive any resolution or even a response from the general manager. This should be a simple fix, yet I am still waiting. This mistake was not mine, and I expect it to be corrected immediately. Very disappointing experience. More

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🚨 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

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I purchased my first Mazda car cx 5 2025 two weeks ago. Thanks to David Hernandez for his excellent service and good treatment of me, He answered all my questions and concerns about the car purchased. Th Thanks to David Hernandez for his excellent service and good treatment of me, He answered all my questions and concerns about the car purchased. Thanks mazda of Rockville for their excellent service. More

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Ali very informative, pleasant and easy to deal with. Phong charming and very helpful. A good car buying experience Phong charming and very helpful. A good car buying experience More

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Nice experience very good salesman(Andreii) He clearly knows the cars and has really good customer service skills knows the cars and has really good customer service skills More

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Poor Service scheduling and delivery. Mechanic seemed competent, but trust is lost due to bad communications. Mechanic seemed competent, but trust is lost due to bad communications. More

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This is our 3rd time at Ourisman Mazda of Rockville. We bought 2 cars here- the 3rd time was during a shortage of vehicles, and we couldn’t find what our daughter wanted. From when you enter you are gre We bought 2 cars here- the 3rd time was during a shortage of vehicles, and we couldn’t find what our daughter wanted. From when you enter you are greeted and welcomed. Michael Bout is a knowledgeable, patient and experienced salesman. We never feel pressured here, and we love it! More

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I was able to find a car that fit my needs and get me out from under a car that I was upside down in. from under a car that I was upside down in. More

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