Ourisman Automotive of Virginia

All of the employees will be nice to you when you are about to buy your car (of course). But once the car is bought and you come back with an issue, they will quickly turn on you. Ash has no professional integrity, will not follow up with you and only give you false promises. After my terrible experience with Ahs, I tried to talk to the General Manager, David but he too can not be bothered and I am still waiting to hear back from someone at this dealership after I bought my car.

Update: In February 2024 while driving in rain the entire driver's side wiper blade assembly flew off. I've experienced this once with a 1966 Chevrolet but not since and never heard of it happening to another. This was possibly caused by an improper installation when preparing the vehicle for sale. Fortunately we were near the dealership. Service had no part so we were directed to a nearby parts store that had what was needed. No apologies or offer of compensation was mentioned by the Ourisman service supervisor. It was very fortunate we were so close to a parts store as the windshield could have been permanently damaged by the bare wiper arm as it was with that 1966 which cut an arc into the glass.

On a positive note a recent tire nail was smoothly handled by Service through Brian the Service Manager.  I had already spoken with the tire manufacturer and verified it was under warranty as it was installed new by Ourisman (another kudos to the dealership).  Mounting and balancing was also paid for but Brian was not there so it is possible that should not have been the case.  I called and left a voice mail on his line to offer payment but my call was not returned. 

Brian has been a pleasure to work with and things have gone well.  It was not Brian I dealt with the day of the wiper incident.  Further my wife has worked with that same person with less than happy results.  I recommend asking for and speaking with Brian for all service related issues.

The WORST SERVICE INTAKE PROCESS IN ANY DEALERSHIP AVOID!

I have been bring my vehicles at Ourisman Toyota Chantilly for years. I was driving my 2022 Toyota and the engine light came on. I received a call from Ouirsman Toyota almost immediately and scheduled a service appointment.
I arrived at the service department and waited in line to speak worth a service department intake person. He asked me why I was there?

I thought that was a silly questions and responded that you called me, he sad I didn't call you. He said what is wrong with your car, I responded the warning lights came soon. I told him specifically the vehicle stalled while in traffic and it was dangerous. He then scolded me you haven't been here since last year and I said I don't drive the car much, at this point he was doing his best to drive a loyal customer away from OUIRSMAN TOYOTA Chantilly. He succeeded. I will bring all my Toyotas to another dealership. I also fault the screening process for OURISMAN CHANTILLY DEALERSHIP

Do not do business with the part department at Ourisman Toyota. That parts department sold me the wrong replacement carpet mats for my car and the person there refused to cover the cost of the return shipping. The person in the parts department refused to accept responsablity for an error in Toyota's parts system that indicates that the mats are correct for my car even though they don't fit due to attachment holes that are too small and of a different style. I attempted to explain the situation by phone to the person there, but he hung up on me. See photo attached: the mat in the upper portion of the attached photo is the replacement mat from the parts department; the mat in the lower portion is the original mat.

15k service. Our service advisor was Fernando. He did a great job. Thank you. 5/5 stars.

We also try to buy parts in the parts department. Some of the parts that we ordered were not available. The dealership has no idea when it will come in. The personnel told me to call every day and ask if the parts had come in.

The part department needs to do the same thing as the service department. When ordered parts come in, call or email your customer. 3/5 stars.

Is this my first review of this Toyota dealership? Unbelievable.
My Toyota hybrid I bought from here in 2015 had been running very well for years but the battery finally died from not driving for a long time as I don't commute anymore to DC.
So I wondered where to take my car because I have been using Ourisman Fairfax Toyota as well. But I decided on the Chantilly Toyota this time.
When I got there after 5pm on a Thursday, among the several men inside the service garage, the gentleman with gray hair ponytailed helped me checking in. His name badge said Ken Gilbert. The name sounded familiar and I noticed later that the promotional email I receive weekly from the dealership had his name as the sender. No wonder.
He was very polite and kind. Mr. Gilbert is probably the best service staff I have ever met. I left my car there overnight and the next day I received a call from a technician whose voice on the phone was not clear at all probably because he was using ear buds. He was trying to sell me tires because especially the front two tires were worn out. But I buy my tires from Costco.
So I just okayed for the battery replacement.
The third person I spoke from the dealership is the accounting person who told me my car was ready for pick up. He was nice because his voice sounded normal and clear and most importantly when I mentioned the discount coupon on the dealership's website, he immediately deducted the discount amount from the total cost. Very good service.
Bottom line, I like Chantilly Toyota more than Fairfax Toyota for the service and hospitality.

4 hours and $500 to make 2 keys is beyond ridiculous. Go anywhere else but here. There was no communication or information given. Avoid this place like the plague. This is a great reason that the dealership model is dying.

On top of that they didn't return the key we came in with. This place is horrible.

Very professional and helpful. Mo (my sales rep) was very resourceful and helped explain everything I need to know to make a decision. They have unbeatable rates and great inventory. Highly recommend to anyone!

Bad Service (Got a rude/racist vibe from the service person)

I had to escalate to a salesperson and service manager to get my issue resolved, both who were very helpful and respectful.

I will NOT recommend car service at Ourisman Toyota.

I have been a client at Ourisman Chantilly since we bought our car in 2008. Over the years seen many changes. Had 1 service advisor for many years and now have Jose Romero. While Jose is fine, I have noticed a significant deterioration of services and none of this has to do with the pandemic.

For example, all auto repair centers will deliver an Inspection report when you have you car in for service. So did Ourisman and they claimed they started a new system where its emailed to you. I waited 3 months and nothing. I just had service and was promised by Jose I would receive. Still nothing. And today I receive a weblink to rate Ourisman Toyota. And the phone number they gave in the email to resolve any issues does not work. This is pretty bad operational and follow-up service.

Its been 12 years but perhaps I should start seeking a more customer focused dealership and auto repair.

Ourisman stop advertising how great you are and spend some of that advertising money on better customer support. Also if you know repairs will take 3 hours offer a loaner Ike all other dealerships.

After your free maintenance period ends, you may want to look elsewhere for service. I made an appointment for an oil change because they were advertising a $49 synthetic oil change special. When I made the appointment, I asked if my vehicle (Highlander) would be additional since it's an SUV. The scheduler who didn't know off-hand called over to Service, and they said they would honor the advertised price for my vehicle.

Sure enough, I'm here today with my vehicle, handed him the circular they sent to my house with the advertised price, and he said "oh that's for 5 quarts of oil; yours takes 7." I explained how I asked if my vehicle would be included in the special and was told yes by the Service Dept, not the scheduler. Guess what? My bill is $80 with tax and shop fees for the oil change.

If their advertised deals seem too good to be true, if you think they'll weasel out and say your car is the exception to the special, trust your gut. They won't even honor their own Service people assuring that you'll get the advertised price. Steer clear and find yourself a reputable shop.

Only benefit of being ripped off today: they've got a Starbucks machine in the lobby that makes a good Tazo Chai Latte, so I'm drinking my weight in it to make up for the rip-off.