Ourisman VW of Laurel - Curbside pickup and home delivery available

Problem: Malfunctioning display for cabin temperature controls. Required two trips - #1. Diagnosis of issue, and ordering of replacement parts; #2. Installation of replacement parts; There was a communications issue with this service. Somewhere between trip #1 and trip #2, communication was lost between the Parts department and Service department. The Parts department never told the Service department about receipt of the ordered part(s), and the Service department did not 'follow up' on the part(s) that were ordered. Thus - I was not contacted for 'trip #2', to have the actual work done/part(s) installed. I was unaware of any issues, however after waiting what I considered an appropriate amount of time, I contacted the Service department to make an inquiry as to their status. They checked, I was told that the part was 'in', and made the follow-up appointment (#2) to have the work done. Trip #2 - Went well/smoothly. I consider this experience somewhat of a 'fluke', and since the 'communications lapse' has been addressed, I have no doubts that their level of service for future visits will be excellent.

Was the absolute worst car purchase experience I have ever been a part of. I was working with a sales rep Christain who was amazing, he showed me many cars and was very knowledgeable in all the cars that I test drove. This car was for my wife who has had many problems with her hip so she was upgrading from a manual Jetta to an automatic Tiguan. The car we wanted was not at this dealership and the told us there was no problem getting it. After I aggreed to a fair price with Kevin Shin and Christain, I called my wife up to get our trade to the dealership so we can finalize the deal. My wife and 23 month old daughter were there within a half hour. We were filling out a credit application when the came back and said that the car we aggreed to purchase was no longer available. We were quite confused on why I called my wife (who was with my 23 month old child who was past her dinner time not to mention bed time) if the car we aggreed to purchase was not available. This is when Isaac Chee was very rude to and disrespectful to my family. We were just trying to make sense of the situation, he was acting as if we had no right to ask him what happened. He did find the exact same car that was an hour farther then the other one we were going to buy. While I wasn't happy with the way this happened so far I understood and realized hey some people make mistakes, Iasked for time alone to discuss with my wife what we should do with our daughter who was extremely tired and hungry. He did not give us two minutes to talk when he interupted us to tell us we needed to make a decision now. I asked for another minute and he got extremely rude and raised his voice to us (the customer!) and told us that we did not want the car and the deal was off! We never said no to the deal we had the General Manager basically through us out of the dealership. We never once got an appology from Isaac, and he basically cost his two sales people comission on a deal that was 95% done. While all this was happening my car was being appraised for a possible second purchase. I will never do business with Ourisman as long as Isaac Chee is the GM. On another note, we purchased the same vehicle 2 days later from another VW dealrship and got a better deal then what Ourisman was offering us.

Alex is always helpful and friendly. He always responds to whatever questions I have, which sometimes is quite a few. Recently I had some routine service work done and he applied a discount. I did not even have to have any printed coupon which saves me the hassle of printing, and remembering to bring it with me. Also saves printing paper and ink, a little greener is a bonus. He saved me a few dollars on something I did not even know I could get a discount on. I appreciate anytime someone saves me money.

The service was great. I was able to get a car that I loved and could easily afford. Mr. Wilson has excellent customer service skills and made sure I was happy with my purchase.

My recent visit here was unsatisfactory: I purchased a used vehicle; five days after delivery, the vehicle was showing signs faulty transmission/eco system that was never corrected while under warranty..I immediately requested to choose a different vehicle was told by the vice president: “we don’t do that” After four months of fighting for a refund; I ended up trading the faulty vehicle in at another dealership for another brand and lost thousands!!! I will never purchase another vehicle from this place again.

Our sales person and financer were great. The only complaint was the wait time to meet with financer, this was due to lack of employees on a Friday evening. Obviously this was a management issue. I would recommend this dealership to friends and family.

Purchasing a new vehicle was made easy by Desmond Wilson who made the sale quick and easy. There was no pressure and he delivered what he promised.

Every single time I have been to Ourisman I have had a terrific experience. The employees all worked together as a team and everything from dropping my car off to getting it back was done professionally.I highly recommend this dealership.

Overall the experience with buying the vechical was okay. Nothing too special, however there pricing and tatics are typical car dealership tatics for getting you to buy stuff you don't need. The only major problem I had was they don't really support you with pre-owned sales. I was also lied to when the sales person told me the vechical came with a full size spare and then I came to find out that it actually didn't. It also only came with a single key and the dealership made me pay for a second, although it was discounted, I believe they should have picked up the tab to keep the customer happy. They are more interested in the sale than keeping a long standing customer relationship. I will not buy from this dealership again.

For the past 4 years, I have relied on Ourisman Honda Volkswagen of Laurel for the service and maintenance of both my 2009 Jetta and 2010 Touareg. Always friendly, courteous and efficient service from the initial phone call to the completed service. I highly recommend Ourisman.