Ourisman Mazda of Rockville — Attraction in Rockville

We purchased a 2021 Mazda CX-5, and while we had high expectations, the entire process—from the initial sales interaction to the handling of paperwork and follow-up—proved exceedingly frustrating and, frankly, disheartening. I want to share this feedback, as I believe it may help improve your customer relations going forward. Before posting here, I email the dealership and received no response.

To begin with, our interaction with the salesperson assigned to us was disappointing. He was not well-versed in the car’s specifications and was unable to answer several of our questions. Furthermore, he was frequently curt, making us feel as if our inquiries were an inconvenience. Negotiating the sale was equally frustrating, with the salesperson leaving the table several times to consult the manager, instead of facilitating a straightforward discussion. Ultimately, a manager stepped in and completed the negotiation, which we greatly appreciated. His assistance made a significant difference in that part of the process.

Once the purchase process began, I explicitly communicated our intent to pay cash for the vehicle and emphasized that we did not want a hard inquiry on our credit. Despite reiterating this multiple times, the salesperson insisted we provide our Social Security Number for what he claimed was a Maryland requirement. Later, I discovered that a hard inquiry was, indeed, run on our credit, and I even received a letter stating our financing was declined. This disregard for our stated preference to avoid financing was troubling and left me feeling misled.

Additionally, the employee handling our paperwork appeared upset that we declined to consider financing options. We explained our decision thoroughly and we expected our financial decisions to be respected. He didn't like that we declined the financing of the car from the get-go.

Furthermore, there were issues with the registration paperwork. We clarified that the car we were selling was only under my wife's ownership. Moreover, we explained that we reside in DC and that all documentation should reflect that. However, due to this person's failure to process the correct paperwork, we endured a delay of over a month to get the new registration and license plate. During this time we were unable to obtain a residential parking permit and couldn't park on our house's street.

This issue with the paperwork was not proactively communicated by the dealership. After over two weeks of the car purchase, I called to see why it was taking this much and that is when I learned I had to visit the dealership again to re-sign the needed paperwork. When we went to sign, we had to wait over 45 minutes for someone to assist us.

Note that when we were signing the paperwork the first time, they told us that we would get a call with the new license plate. However, when we went the second time, they told me that I needed to also do the DC inspection and that they didn't take care of that. Again, I understand but this was poorly handled and communicated.

Another issue involved the $500 we paid to reserve the vehicle on the day we viewed it. This amount was never credited toward the final sale price. I had to follow up several times for acknowledgment and a resolution (they issued a check over a month after the sale of the vehicle), which should have been a straightforward, one-time correction.

The entire process left us feeling that our business was neither valued nor respected.

To close on a positive note, I did appreciate the service provided when I returned for a tire issue shortly after purchase. The dealership took care of it promptly and provided a complimentary exterior cleaning, which was a nice gesture.

I am hopeful that you will take this feedback seriously. Given the scope of issues encountered, it is unlikely I would recommend this dealership at present. I trust, however, that you will look into these matters and take the necessary steps to improve future customer...

I bought a car at Ourisman of Rockville, and I would NEVER do it again. It was, by far, the worst experience I have ever had. They ignored me after I signed and left me waiting for over 3 hours in the waiting room, we came back the next day and they had lost the keys to the car they sold me and had us wait another 7+ hours to drive it to us because they did not want to sacrifice a salesperson on the floor, then, months later I find out that they never even sent in the paperwork for titling, so my plates have expired. To add to this, I have not had one apology from a manager and no one seems to want to address the massive lack of customer service. The receptionist desk would not answer the phone for days when I was trying to figure out if they had completed the titling paperwork.

Take your business elsewhere. I bought the car in July and it is now October and I am still dealing with this joke of a business.

Here is the story, I know it’s lengthy, but I would suggest you read it before buying from them.

I showed up to the dealership, preapproved for an external loan, car and price all negotiated and had a check in hand for them. It should have been a quick process. As soon as I signed for the car, the salesman (Haseeb) left to go work on another sale. He left me in the corner for over 3 hours. I did approach the front desk and a manager to remind them that I was there – the pregnant woman sitting in the back corner by herself. But no one seemed to have much to offer aside from “it will just be a bit longer.”. Eventually I did get back to sign the paperwork. My husband was at home with our other children, so we were going to drive back the next day to pick up the vehicle together. We set a time to do this, and when I told the salesperson that we were on our way, there was no word of a problem. We drove an hour to the dealership and when we arrived, were told that a manager had taken the keys home the day before. We were asked to wait another “hour or two” for him to get there. Alternatively, they offered to bring the car to us as soon as he arrived. Thank goodness we did not wait because it took over two hours for them to confirm they had the keys in hand. So, we were asked to wait at home for them to bring the car. However, they must have decided to wait for the floor to close, because they did not show up with the car until 7 hours after when we were supposed to have it. Again, no apologies, they had no problem with us sitting around waiting for them to bring the car. They were making sales and money; we had already paid so the sweet-talking phase was over.

Fast forward two months when my temporary tags were about to expire. I called the dealership to see where they were in the titling process, and they explained that the DMV was delayed and that they would send me out new temporary tags the next day. A couple of days later nothing had arrived, so I called again and was told that no one had actually applied for new temporary tags. I eventually got them, three days after my tags expired.

Another 2 weeks passed, and I began to doubt that they had even done the titling. So, I called the DMV with the VIN and there was no record of any title application being placed. I called Ourisman and they were “not sure but would look into it”. I was told that they would call me back asap when they figured out if the application had been started. No call. So, I called them back. And, at this point I have been hung up, and the receptionist is no longer answering the phone. I assume they have not done anything, but I need the title and plates for my car. It has been hours, and hours just trying to get them to first get me the car, now to get me proof of ownership. To that point, I was in my second trimester when I bought the car, the baby is now here and Ourisman is just taking their good old time, no calls, no apologies. Really, there is no way they will EVER have my business again. I’d advise you all to steer...

Long Review ahead, short summary I 10/10 do not recommend this dealership.

What started as a great sales experience quickly turned sour.

I finished my sale at approximately 12:30am (after midnight) so I understand we were all ready to go. I left with ZERO paperwork. Nothing that I had signed, nothing about my finances, no proof of what I paid, nothing! That following week I consistently called and asked for my paperwork to be sent to me and was being told they would.

I purchased a vehicle that had a stain on the 3rd row. Red markings on white leather. I was assured they would be able to remove this stain and was given a legal We Owe document. I was also not provided a 2nd key fob after I had paid to have the car certified (which a big reason was receiving the 2nd fob) They called me at the beginning of the week asking if I could come that Friday for the stain and fob. With my healthcare job schedule I am unavailable that quickly. I asked for an appointment the following month. Leading up to this appointment I received no follow up call or confirmation. I called the dealership to confirm and the individual I spoke with kept telling me "there's a note" that you're coming in. I asked if this note meant there was an appointment? How long is a rough estimate I will be there? Questions I didn't think were too difficult. The individual gave me major attitude and difficulties throughout the whole conversation.

Fast forward to the day of the appointment. The service department HAD NO IDEA I was showing up. The service manager listened to my grievances and made sure I was taken care of (THANK YOU!) I was given a 2nd fob (which within a month had a low battery warning...) however; the stain was hardly removed. We discussed options moving forward and that they would be in touch when a vendor was in place. This was in June, it is now September, no word.

Moving back over to the finances. While at my appointment I brought up that I had received zero paperwork. The receptionist printed me copies of what she had access too. A major piece missing was the breakdown of everything I've paid for. At this time I was informed that the ikon device was not installed on my car. They stated I ended up not paying for it (but how do I know?) The finance manager Rafi told me he would make arrangements to have the device installed so I could active my Ourisman Care app at no cost due to the ever continuing issues. He gave me his "personal" cell. He assured me he would have the finance team send me my paperwork and set an appointment for the ikon. It took me 3 days after this to get a response that he would have the team send paperwork that day (no paperwork) I continued to reach out over the course of a month (weekly messages) and NEVER received a response. I still do not have my finance paperwork and have not had communication regarding the ikon device.

Fast forward to my first service. I took my car to Heritage Mazda Bel Air (major shout out to them!!) And they quickly opened my eyes to continuing issues from Ourisman.

There IS NO RECORD that my care is Mazda certified! An over $2,000 purchase I made with Ourisman! There were also 2 fluid checks/drainages/replacements that should have been made at 30,000 miles but Ourisman did not do. They also assured me they had ideas that could work on this stain.

During all of this a representative from the finance department from Ourisman reached out because a document was missed that needed my approval regarding the loan. I gave her a short summary of my issues and asked if I could call her after I returned from vacation so she could help sort things out. 2 messages were left for Ariel to return my call and no call has come back to me.

Best of luck to anybody using this...