Ourisman Mazda of Rockville

My car service was very easy to schedule and took a minimal amount of time.

Unprofessional management of listings I saw a good used car posted by this dealer Monday and contacted them. They responded imedeately and set an appointment for a test drive on Tuesday. On Tuesday, when I was driving on a interstate halfway to the dealer, they text me and say that the car was already sold a week ago but forgot to update their listing. They said they can have another similar car, so I kept on driving and visitied their shop, only to find that the alternative car they offered was also already sold. Such a poor management of the available car listings.

Great service and very professional. Second time I’ve purchased a Mazda and would return.

I had an overall good experience. The Sales Manager, Diego, made a good counter to my offer from the very start and he was willing to negotiate with me. The star deduction is due to the delay of the Finance Department and the essay speech that they make you listen to for optional products. I also noticed that my cupholders were missing after I came home with the car, but they eventually shipped those to me.

Avoid this dealership at all costs! The staff were rude, unprofessional, and negligent about following through with services I paid for until I hounded them multiple times. Aaron, the finance staff member, was rude and unprofessional to me and my friend. I realized I wanted to get a refund on some extended services that I had signed up for, but didn't need. The numbers on the sales contract were also very fishy because they do not provide a fully itemized list of what you're actually paying for (even though they argued that it was itemized). One of the extended services was wrapped into the vehicle price for no discernible reason. I had a friend who is an expert in financial fraud review the contract and he said it was very fishy. I went back in person to the dealership 3 days later. The dealership agreed to refund me the services and said that the refund from Fidelity would be processed in 4-6 weeks. 7 weeks later I followed up by emailing Loc, the general manager. I also called Fidelity about 5 minutes after I sent the email. Fidelity confirmed that the dealership never submitted the paperwork for the refund. I called them back 30 minutes later and apparently the dealership had *just* submitted it. If I had not followed up, I probably would have never gotten the refund even though I formally requested it and the dealership had us sign an official form. I had to get the car inspected in VA and send the inspection to the dealership so they could give me permanent tags and registration (a service that I paid for when purchasing the car). I emailed the inspection to Loc and didn't hear back for over a week. I called him and he said he never checks that email (even though that was the address he originally contacted me with after I bought the car). He had me send it to his other email. 27 days later I followed up because I'd heard nothing. He informed me that the process was delayed because "I needed an emissions inspection." This car is only one year old VA law does not require emissions until the car is 4 years old. Someone who literally sells cars for a living should know this. I sent a legal letter of complaint, which finally resulted in getting everything resolved. The amount of effort, follow-ups, and stress involved in this process after I already purchased this car was unacceptable.

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 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.

Customer service was perfect (Thank you, Oz!) Care was thorough! We will be back again!

Friendly staff. Sale associates well knowledgeable and went all over to satisfied needs. Financial representatives are knowledgeable and meet your needs.

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 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.

Friendly, efficient, met deadlines Explained all steps Provided hands on demo of computer screens. Will use next time.