Ourisman Volkswagen of Rockville — Attraction in Rockville

Where do I begin!…Worst car buying experience EVER! They have a very well orchestrated sales and delivery process (Salesperson, GM and Director of Finance work together) to completely deceive you and if you negotiate with them, they remind you of that and make you pay during the delivery process. More on that later! Be prepared for 3 hours and 30 minutes you’ll never get back to take delivery of the car. Here’s why..,what you think you are buying and what you get are different. I highly recommend checking the odometer advertised online to the actual odometer on the car…before you go too far down the road. Ask to physically see it in the car you are actually buying. They will blame the “third party” they use to place the ad online, however, what they write on the paperwork before you sign the official docs is the same false odometer that the third party used by mistake. What are the odds of that! The car wasn’t topped off with gas, as promised, and that’s the last time you’ll see the Sale Rep. He disappears and no one knows where he is. Make sure you ask to get the second key, as they will blame there “high growth” that the GM takes all the credit for... (not the ownership family) and the $50k key box that can’t handle all the keys. Other than the $800 dealership fee, expect the registration fees to change. For us it was an additional $55 dollars that the Sale rep said is waived since it’s an out of state purchase. I personally heard the conversation between the finance person and Sales Rep and the finance person did confirm that it was not to be charged. $55 X 200 cars per month X 12 months = $132k X 40 dealerships that the GM said the family owns = $5,280,000 per year in bottom line profit. Even if the get that 5% of the time, it’s $260,000. That could buy a new key box for the Volkswagen dealership! Finally, when you question it, the director of Finance will call in the GM and says this “I want you to be happy with the car you are buying from me…but you don’t seem happy…so maybe you shouldn’t buy the car…and since I know you and your son flew here…and I’m sure that wasn’t cheap…maybe you should buy a car from someone else…but you know it’s the car you want…and you have a 12 hour drive home). So you have to tell him that your happy with the car even though you’re not, before he allows the finance director to get your last signature and finally push the button and generate paperwork. If being a BULLY is in their Job Description for being a GM…he certainly checks that box. Then Since the Sales Rep isn’t around and it takes 25 more minutes to print the temporary license plate, they have to find another Sales Person to put your temporary plate on that takes more time. That’s when you find out they kept the car running for 2 hours since they had to fulfill there promise that the car would have a full tank of gas on delivery. Luckily, I saw a Porsche 911 in front of Ourisman Chevrolet Dealership on our way out of the dealership and figured it was the owners car. It was and asked if I could speak to him, provide feedback on my experience and better improve the customer experience. My belief is Feedback is the “Breakfast of Champions”. Anyway, a very nice and extremely professional receptionist said he was in and would check if he was available, he wasn’t available, tried the CFO, then called the VP and said he would call me back. He, of course, didn’t. However, a gentleman from the Chevrolet Dealership named Henry called us on our way home, asked for us to share our experience, apologized profusely, and said he will make it right. I believe Henry’s customer relationship skills and business acumen is in the right place. I’d hire Henry in a New York minute. Buy from him! As for the Volkswagen, Mazda and Lotus dealerships that are under this Gang, run…FAST!..even if you have to pay a little more somewhere else…you’ll easily make it up in time and...

My recent experience at VW Rockville was, without exaggeration, the worst car-buying ordeal of my life. What should have been a straightforward purchase turned into a nightmare of incompetence, deception, and shocking disregard for customer service. After extensive communication with a salesman and manager, we settled on a specific Volkswagen Atlas Cross Sport. I confirmed I had a check ready and would travel from Michigan to inspect and pick up the vehicle. Late afternoon on May 30th, I re-confirmed with the team that the car was available for my 12 PM Saturday appointment. I even caught a flight to make this happen. I arrived at 11:40 AM on Saturday, full of anticipation, only to be met with abysmal customer service. It took an unacceptably long time for anyone to even acknowledge my presence, let alone assist me. The ultimate slap in the face came after what felt like an eternity of being shuffled around: I was informed the car I had traveled for – the car I had confirmed was available less than 24 hours prior – had been sold. This is not just poor practice; it's an outright betrayal of trust, especially when a customer has flown across the country. Trapped in Maryland with no return flight, I was pressured into buying a different car, one I knew nothing about and hadn't researched. To add insult to injury, not a single person at the dealership bothered to do a walk-through or explain any of the car's functionalities or technology. It was a clear attempt to simply push a vehicle out the door. The entire process was agonizingly slow; I finally left the dealership around 7 PM, almost eight hours after I arrived. The problems didn't end there. The car came with only one key fob, and I was assured the second would be found and mailed. No one even cared to at least follow on the car to see how it was performing. To this day, the key fob has not arrived. But the most critical ongoing issue is the absence of my vehicle title. My temporary tag expires in few days, and I have received no follow up communication or assistance from the dealership. My car will be grounded soon, rendering it unusable due to their negligence. The practices at VW Rockville are not just "bad"; they are predatory and demonstrate a complete lack of professionalism. Management urgently needs to re-evaluate their entire operation, from communication protocols to post-sale support. I had plans to purchase other vehicles in the near future, but one thing is certain: I will never return to VW Rockville, and I will actively advise anyone I know to avoid this dealership at all costs. This was a truly disgraceful experience. VW Rockville...

They’ve been harassing me about leaving a review, so here we go. I was not in the scope of buying or trading my original car, but after my brother got his Tesla I wanted to get a feel for other EVs and their torque. I was contacted by Cory, who has a nice personality, but had little knowledge about the vehicle I went to see the same day he called (he had several hours to “study” and be acquainted with the characteristics of the vehicle since I made it out later in the evening). Most of the questions I had about the car he couldn’t answer so I had to look it up myself; however, he did mention he had just started working there 2 months prior. Nonetheless, he also mentioned working with another client for over a month regarding the same vehicle who was still indecisive about purchasing that same car. Yet, there we were. Mario (gentleman up front..manager?) has exemplary customer service etiquette and treats you like a human being, unlike this one young guy in the finance department. That man has that condescending dealership salesman demeanor and when I ultimately denied adding on warranties, he thought he could convince me that he could get that on “for free” and that they’d “buy down the interest rate” and have me paying the same monthly fees on the potential loan. Of course I asked my follow up questions and confirmed that the new potential loan amount would have some thousands extra at the end of that loan. (Yeah, nothing is free!) Fast forward a month and a half, and they leave a voicemail saying that they failed to collect the EV surcharge fee that the State of Maryland has implemented (not anything new as it was announced last year; I found out the day they called though.) I also discovered that the payoff amount for my old car was less than what they calculated. Finance guy stated that whatever was on the contract was what they send out to the dealership. Yeah, well, after a conversation with Honda Financial, turns out the check they made was $130 less than what was stipulated (and what I paid extra for so that I’d have no negative equity on my loan.) $130 may not be a lot to many, but that could’ve been applied to that EV registration fee! That issue will be followed up on with all the necessary third-party entities I can for sure. In summary, sketchy “high-and-mighty” finance department, and not the most welcoming environment. You can count the people who look at you in the eyes and acknowledge your presence as soon as you walk through those doors with one hand. Then again, in this day and age it’s not about human relations but business...