Reviews

The service representative I was assigned left sick and no one took over my case. I could not reach anyone for an update on my car.

My Experience was great ,

My vehicle was at your dealership for a few days shy of 4 months. I understand there was a parts delay, this happens, I get it. Frustrating as that is, there was no communication from the dealership to us concerning our vehicle for 2 of those months. The only communication we received was about the loaner that we thankfully were provided after over a month of paying for a rental. My husband ended up reaching out to GM directly to try to get updates and even the GM customer service had trouble reaching anyone at the dealership. I received my vehicle back last week and it drives much better now, hence the single star. I have been very disappointed with the lack of customer service that I have received. I went back into the dealership a couple of days after receiving my suburban back to retrieve a lost item from the loaner car. Upon walking back to my car, I noticed the spare tire cover on the bumper was missing. This is the smaller cover that goes over the key to drop the spare tire. I went back into and spoke with Denis, he took a picture and said that he sent it to a tech. After waiting at least 15 minutes in the waiting room with no update, I look out and see Denis leaving the premises with all of his belongings. I became very frustrated and left. I then emailed the service department supervisor and have not yet heard back from either Denis or Laramie. It has been 1 week now. Again, thank you for repairing my vehicle and providing that service. Basic customer service needs to be a priority and communication is where that starts. I am missing a noticeable piece of my suburban from this repair and I would really like it to be replaced for the repair to actually be considered complete. Thank you.

My experience was great, Derrick handles everything for me. He’s the best!

My customer service representative, Denis G., was excellent. He was attentive, communicated clearly throughout the process, and never made me feel pressured. I really appreciated his professionalism and helpful approach.

It was horrible. You advised that I get new spark plugs. I acquiesced. The consequence was some kind of malfunction in the pressure in the brake pedal and a hard start. Poor mechanical work. No CQ at all. Please publish my review.

After arriving at 9:30 for my appointment, I was left sitting in my car in a row of vehicles. One by one they would help a customer then have all of us move our carsup. Meaning, I sat there for an extra 40 minutes before I was even helped for an oil change. Usually I would be checked in and be on my way. There were six extra employees sitting around doing nothing at any given time while one service guy helped the front car. After finally getting checked in, I saw that I was charged, so I mentioned that I have a service plan that includes the oil change. The person checking me in, seemed clearly annoyed that he had to reprint out the paperwork. I assumed since I bought the service plan through you that when he pulled up my account it would show up. That seems like the most logical conclusion. I told them I would be waiting for the vehicle and went on a walk, my oil change, then proceeded to take five hours. I was called around 3PM and told the car is ready but was not told that they close at 4 PM. So by the time I finished my lunch and walked back to the dealership (it had been hours) it was 415 and everything was locked. Luckily one person was there that let me in to give me my keys or I would’ve been screwed. Overall, this is the worst experience I think I’ve ever had and truly may stop me from ever buying another Chevy again. I’ve never had this issue with Kia or Jeep.

They don’t have enough EV techs yet they take an appointment as if they could look at your vehicle the day of. In fact an EV might not get looked at for 4days to a week. My vehicle took 6 weeks to finish because each time they started a new step in the process they had to wait for the tech to become available again. BUT the absolute worst part of Ourisman Chevy is the poor communication in service. After you drop out of you may not hear back for a week or more and that is often because you called in. When you call in, you can’t reach your advisor…even the corporate GMC Care person couldn’t get through. If you get through to annyone they literally lie about where they are in the process “we are going to prioritize this during our morning pow wow” “we will look at it by Friday for sure” Imagine not having your vehicle for weeks and not knowing the status? I don’t think they care because they get so much government volume so one private person is just a pain in the ass. Awful way to do business.

I made an appointment to have my SUV serviced, but the service tech left and did not notify me. I waited for hours just to be told that some of the services that needed to be done were in fact not done. Now I have to make another appointment to have the services completed on my SUV. I have been doing business with Ourisman's for over 7 years now, and this is not good customer service.

I had my Camaro SS in for a radiator coolant flush and change, and inspection of the trunk opening rubber seal. Philip Fink was my service consultant and did an excellent job keeping me informed throughout the visit. Recommendations for service improvement: 1. Technicians, after completing service, please quickly scan under the hood (or wherever service was completed) to make sure everything is buttoned up, all fluid reservoirs are properly closed and sealed. In my case, the primary coolant reservoir was closed but the secondary reservoir was left open. Luckily, I noticed before leaving the dealership, closed it myself, no coolant contamination from road dirt. 2. Please use the heavy paper floor protectors before servicing vehicles and try to reduce grease on the car paint. My car was returned to me with black grease streaks throughout the driver's side carpeting and floor mat, debris in the driver footwell, and greasy handprints on driver's door, hood and right front fender. This had not been the case in four years of prior visits to this dealership service department. However, I remain satisfied. The work was completed well and everyone with whom I interacted at Ourisman Chevrolet, Buick and GMC of Alexandria was helpful, kind and thoroughly professional. Truly an impressive staff!