Lorne M
CAPITOL HEIGHTS, MD | 2020 Chevrolet TahoeAugust 4, 2025
Hello, my experience will not have me returning to this dealership. The lack of proper notes in the system from my last maintenance visit, roughly 90 days ago should have been a sign that this was not going to be a good visit. 1.When I dropped my Tahoe off at 0705, they didn't have the correct info in the system and wanted me to have both my front and rear brakes done, when one of the had just been done on the last visit when I did my oil change. They wanted to charge me over $1200 for this. I had to tell the service person that the one of them had already been done and then she went to verify that the was correct (thanks to her taking the time to get the correct info). 2. Next, they had me move over to another service person in the next office. Rashawn, the next service manager, didn't even take the time to say GM or let me know that he would be right with me. He left me sitting in the other Service Managers office until she had to remind he that I was there (which should have been another sign of things to come). 3. My check in with Rashawn didn't take long and he let me know that he would be texting me updates on my Tahoe and if there was anything else that needed to be done once they looked at it. He did take the time to ask me if I needed a ride to the subway, but I let him know that my had been waiting outside. At this time I (0723) received a text from him to and I verified the message right there. 4. The next piece of information came at 1111, and there were 2 additional recommendations for service, which I replied quickly to (brake flush and motor mount loose L side). The next time I heard anything was at 1614 after I sent a text to find out the status of the work. The reply cmae back shortly thereafter with "your vehicle is still being worked on. I will let you know as soon as I have an update." I never heard back form him in the next hour or so, so I left the office and took the train home. My wife picked me up from the METRO and we went to the dealership only to find the doors locked because they had closed at 6pm and it was a little after 6. There were a few people outside talking and asked me did I need something, which I replied that I was there for my vehicle and to see Rashawn. They let me know what he had left sometime ago, of course w/o letting my know anything (Damm sure didn't tell me that my vehicle was not ready and that I would need to find alternate means of transportation and for how long). I was infuriated to say the least! The next time I received any news on my vehicle was the next day, Sat at 1231. The message stated that was vehicle was now ready for pick-up (after a courtesy wash). And of course "Don't forget to fill out a perfect score on my survey!" Your so worried about receiving a perfect score on your survey than you are providing the service it takes to receive the score in the first place. He even stood right beside me in the cashier line when I was there paying for and picking up Tahoe. So since this is how Customers are treated then I need not be one and will take my vehicle else where for service from now on. The last time I was there, the Service Manger let me (as well as a few other customers I saw) know that if there was an issue with anything to please let him know and give him an opportunity to fix/correct the problem prior to doing the survey but he was no where to be found this time.
Response from Ourisman Chevrolet
August 5, 2025Thank you for sharing your feedback. This certainly isn't the kind of experience we want for our customers and we sincerely apologize for any frustration or inconvenience that occurred as a result. We’re reviewing what went wrong with our team and taking steps to ensure it doesn’t happen again. If you have any additional questions or concerns you'd like to discuss, please feel free to reach out directly. Thanks again for bringing this to our attention.
