Ourisman Volkswagen of Bethesda Service Center

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  DAVID BAYNACH
a week ago
Buy the car with them. I took it yesterday because the engine light came on. They charged me 230 dollars just to scan it. Then they sent me a whole report in which, according to them, they recommend spending 4,300 dollars on new wheels, rear brakes, alignment / I just had it aligned 2 months ago, glass cleaners, spark plugs. The Atlas spark plugs are iridium and according to the manual they last about 85,000 miles. I have 59,000 and they didn't even take them out to see the condition. According to them, the light comes on because the oil cap is bad and needs to be changed, $520 for it. The air filter is dirty according to them and they never sent an image, I changed the air filter less than 6 months ago. I think they just want to invoice and get the money from the client.

  Chris Hennemeyer
a month ago
While I ultimately didn't have them work on my car (I traded it in on a new one), their customer service was excellent. From the moment I walked in the door, they were polite, efficient and communicative. I want to especially single out Carlos who was an exemplar of top-notch client management.

  Summer Perrine
a month ago
Zero stars This place is HORRIBLE. I bought a car from here and it s been nothing but problems since. First the gave me a new car salesman. I could tell it was his first day but he knew NOTHING about the car I was buying. Then from there it was lies they told me the vehicle was certified pre-owned. LIE! It was not. The female financial advisor just said that to get me to buy the car. 3 months later I had to get the brakes on the car replaced. Everyone else I spoke to told me that the dealership should have handled that before selling me the car. Now yesterday, I was driving on the highway. There were no potholes in my tire popped. It ripped all the way around, and the gentleman that assisted me who was also Car service member, told me that the tires were bad tires and the dealership gave me dry rotted tires. Once I got in contact with the dealership, they told me that there was a warranty and that I should be covered for 24 months after they installed the tires. So at this point, it has only been 11 months since I ve had the car, and now they re telling me that they cannot honor the warranty because the car is used. My problem is if you are installing dry rotted tires it should not be my issue and no one at that dealership was helpful. I had to call them multiple times, just to get an answer. The service advisors were not good, nor were the directors of the service advisors. I will never go back to this establishment ever again, and I am hopefully helping out the next person who wants to go to this dealership. Do not do it I promise you. I have also attached a picture of my brand new tire that they installed March 14 of last year Please let me know what you think

  Mary Love
2 months ago
Double check warranty! I've had out VW for a little under 5 years. We've had a few things go wrong (sunroof leak, broken light), and this service center will not honor the warranty. They are fine for things like routine oil changes and that is where I go, since they are the most convenient, but I make the effort to go to Stohlman anytime my car needs a true inspection. Stohlman has been wonderful. They always submit the repair under warranty if possible and they do not look to over service. At my last oil change, Ourisman Bethesda gave me an estimate for $680 of additional work that needed to be done on my car. Said no, took it to Stohlman the next day, where they told me ~550 was covered by warranty and ~130 was not work that needed to be done.

  Jenny Rudd
3 months ago
To say I am disappointed in my lack of service today is a gross understatement. I had a scheduled service for oil change and diagnostic for 7:40 this morning (Wed, 01/03) with valet pick up of the vehicle. The pick up did happen a little after 8:00, but I thought it was still plenty early enough in the day to receive service. I did receive a text confirmation at 9:15 that the car was onsite. At 2:51 I received another text that the car had not yet been serviced. Not even pulled into the bay. They were behind. At 5:26 I asked for an update and was told the car had not been serviced. My husband needed to have the car first thing Thursday morning. Since all the valets had already gone home, the only solution was to send a Lyft to me so I could pick up the car unserviced.Using a service that should have made my life easier instead complicated things. I was stressed most of the afternoon and now need to find another way to get the car serviced. I ve used Alexandria VW for years and never had these issues. After a recent move, Ourisman Bethesda was closer. I will not be trying again with Ourisman.

  Tamiko Overton Parks
5 years ago
If I could give a no stars if I could because, I went there to simply get a key made and the next day the key failed to work nor could I use my original key to start the car. I explained the situation to the service department, they had the car towed back to them at their expense. Bryan from the service dept told me that I needed a ignition module and that it was not the key but my car. I told them that could not be correct because my car work ed just find prior to them reprogramming the key. They insisted that I pay over $900 for the ignition module so they could prove that the key worked. I refused and had the car towed to my dealer. I asked for the money back for the key as it didn't work. Not only did they refuse to give me the money back for the key they were rude . Leo the service director was so rude and disrespectful. They did not even reassemble my car and left my as the pics show. My car started up without a new ignition module with my original key after my mechanic reassembled my car. I have tried to resolve this issue but volvo has been nonresponsive.I paid $376 for key that doesn't work and then another $185 dollars to get my car reassembled. There service was appalling.

  Ted in DC
6 months ago
I've taken my car here because it's under warranty and they do good work but I've always gotten the feeling they were doing the upsale thing for things you didn't need. I had nails in two of my nine-month-old tires and they told me they couldn't plug them and I needed new ones to the tune of $1200. I said leave the nails in there (they weren't in the sidewall where you really can't plug) and took it to my neighborhood gas station who patched them both for a total of $30. I'll take it to another dealer for warranty work from now on.Service: General repairs & maintenance

  Abigail Golden-Vazquez
8 months ago
I rotated my tires a few month or so ago, came back for a recall and they told me I needed 4 new tires. Then they told me the ones I wanted weren t available but the more expensive ones were. Then they charged me more than the quote including a tire recycling fee. The worst. I have never felt more scammed. I feel they constantly sell you things you may not need and over charge with hidden fees and random expenses. They also didn t do the one repair I asked for.Service: Tires

  Keivan Jamshidarsani
2 months ago
Thanks to Mr. Jason Rodriguez and all staff.I am very happy and satisfied for the service.I whish for Mr. Jason to go up the ladder of progress. He deserve that.I am very happy to say not going to ourisman Rockville any more.Thanks to the management and all staff.you are the best.Humble,Freindly,Dedicated and so many nice things.Mr.jason you are deserved to go up the ladder.Love you allKeivan

  Jared Griffith
a year ago
BELIEVE THE RATINGS! I have written few reviews ever in my life but the appalling service here warrants one. This place scammed me and led me to believe that there was a different problem than there was. They charged me $750 and 5+ hours of labor to plug something back in. The plug was behind the center console and would take me (not a VW mechanic) 30 minutes to disassemble...plug in and get it going. I am certain of that. They told me a wire had been cut and that they had to go into the dash to fix it. There was no wire cut. There was no going into the dash There was a plug that needed to be plugged back in. Lies.I have purchased a new vehicle with Ourisman before and they're continually trying to buy it back. Unless there is a fix to this situation immediately they can be certain they have lost every dollar they would have ever had from me from both of my vehicles service and they will NEVER see me buy a car there again.This is serious short-term thinking that will damage your profitability in the long run. I will be certain to spread the word as well when asked my opinion and will pursue all legal avenues possible. It's not about the money it's about decency. You should be ashamed of yourselves.Service: Electrical

  KHAYYAM KHAN
11 months ago
This place stile my car. They said I needed ed spark plugs and a month later they said I need coils and finally after that they said you need a new engine for $12k out of pocket. I could not pay that so I wanted my car back they wanted me to pay 2k in repairs and 3k in storage fees. Then they filed a lien against my car and general manager ended up keeping my car. I was out of a car and responsible for paying the loan. This place is evil and they plan these things out and have a garage full of cars they steal like this. They should be shut down immediately.Service: Auto engine diagnostic

  Andreas Berlind
10 months ago
I came here to replace a broken tail light on my 2020 VW Atlas. The staff told me that the cost would be about $900 to replace a taillight on my 2020 Atlas. I was told the part was $300 and the rest was labor. I complained about the high cost and the staff person said that those are just the standard VW prices. So I went ahead and did the repair. The repair only took a little over an hour. That is an outrageous labor cost for such a small job! Furthermore, the following day I did my end-of-lease inspection and the inspector told me that the standard VW cost to repair my taillight was only about $350 including parts and labor. That means that I was overcharged by 250% at this repair shop! A couple days later I got a call by a customer service representative who wanted to find out how my experience was and I told her my complaint. She was very nice and told me that she would tell her manager and he would contact me. He never did. This experience at the Ourisman VW repair shop has made me feel like they don't care about their customers, except to take advantage of them. I am not using them again.

  MrScout1972
8 months ago
My daughter (Fox) scheduled an appt for 7am , 7/12/23. She was there at 7am. She brought it in because the engine light came on (steady) and she wanted them to tell her why. She made the early appointment in the hope that they could tell her what the issue was before she went into work that morning. Performing a scan with an OBD scanner should take no more than 15 minutes. Her car wasn't seen until 9:20am.When the Service Advisor finally came out, he showed her an estimate with the cost of a tune up for her 4 cylinder VW Jetta.$392.92 to replace 4 spark plugs$725.77 to replace 4 coilsI reached out to the Live Chat on the website portal. During the chat, I gave my name, phone number and email address. I asked them to have someone give me a call (I left my telephone number).Later the same morning, I called the service department directly, and asked for the service manager. My call went through to the voice mail of Brian Kosovich. In my message I advised Mr. Kosovich of my concerns, and asked him to return my call (left my cell#). I also asked for a copy of the OBD scan report. I have yet to hear from him, nor has he forwarded a copy of the OBD report (I left my email, as well).Meanwhile, the work was performed.I believe this VW service center had dismissed my daughter, as being a young woman there alone, and not only disrespected her by not examining her car until over 2 hours after her agreed to appointed time, but also took advantage of a young woman who wouldn t know what questions to ask before she had the work done.I don t expect VW to offer a fair and equitable resolve to this problem. I ve said my piece, and I hope other yelper will see this and consider it a warning. That said, in advance of a boilerplate apology and an your offer for ME to call YOU to discuss further, I have left my telephone number twice. If you want to discuss further, you can call me.I am contacting VW HQ Customer Care as well.YelpGoogle RatingsVW HQ, Herndon, VA

  Cameron Price
5 months ago
Hands down the worst vehicle service department I have ever experienced. Customer service is clearly their lowest priority. Poor communication throughout vehicle service, up charge at ever opportunity, huge waste of time. Will never purchase from Ourisman again.

  D L
a year ago
Not sure if I'll come back here again. Needed an oil change and it's an easy process to schedule online. They opened at 7 and I was there a little early. They said it would take 1.5 hours. There are two separate waiting rooms which were nice. One has a TV and the other has 4 desks and is a quiet work space. 45 minutes later I get a text and an email about the work being done along with photos. I needed brake pads and rotors which I knew was around the corner. I declined via their website to shop around. Then I waited and waited. About two hours in I texted my service manager and got no word back. Only at the 3 hour mark did he come in saying they were done. No apology, just a quick gesture to the payment center.I would rather go to King VW. Get an oil change done in 1-2 hours, have a service manager that cares for you, and get a great car wash at the end of your visit. Plus I saved a little money having my brakes done there.

  Amelia Perez
a year ago
My airbag light came on and I lost function of my steering wheel controls. I immediately called VW service department, and they fixed my car the same day I called. The service ended up being under warranty so I paid nothing, was ubered after dropping off my car and to pick it up. Everyone in the service department was very helpful and handled my issue efficiently.

  Matthew Rohn
2 years ago
Not worth it.Going to a dealer, you expect to pay a little more but hope in return for quality, reliable service. Not what you get here. Had a problem with my AC and took it in for a $200 AC "inspection," only for them to tell me there was nothing wrong with it. It broke down 2 weeks later. Made another appointment today, reserving a loaner car to use while mine was in the shop. Got there right at my scheduled appointment and the service associate wasn't there, and neither was the loaner. Save your money and just go with a local mechanic.Same dealership price without the dealership service.

  Emma Carter
2 years ago
The check engine light on my VW came on, so I took the car to get checked out here. They said that the catalytic converter and oxygen sensor had gone bad and were going to charge $2500 for the repair. I turned this down because of the price and decided to look for other options, and about a week later they called and said they had "just found another solution" for me that was $1000.I also happened to get a notice for an emissions test around the same time, so I took my car and it passed... wouldn't it have failed if the catalytic converter had gone bad... ?

  Wendy Krausbeck
3 years ago
Erica was SUPER helpful today when I took my Tiguan to get the license plates installed. She was very friendly and made me feel valued amazing customer service skills. I had a lot of questions regarding my upcoming 6 month service check up. She took the time to explain to me what they will be doing to the car and mentioned the flexibility of changing my appointment, which is huge for me since I m a flight attendant with a crazy flight schedule. I was overall very pleased with the car service and the amazing customer service from Erica and her team at Ourisman VW of Bethesda!

  Peter Bepler
6 years ago
They really need to do a much better job managing the customers expectations especially as it relates to estimated wait times and being upfront and clear about the services being offered and performed (and why). A 3+ hour wait to have winter tires installed seems outrageous to me (and has happened to me more than once). The staff are polite and professional for the most part but their enthusiasm at times can feel like an attempt to compensate for the lack of acceptable time management and transparency. I think I ll look for another service center going forward and hope it s better than what I ve experienced here.

  Eric Abrams
4 years ago
I've never come across a service department that flat-out REFUSES to help you. This place was a first for me! The price to perform routine maintenance on my 1-year-old car was ungodly.They had no problem charging $370 for "checking the vehicle and an oil change." You will not find a bigger rip off service department on the East Coast.All I requested was a software update for my vehicle due to all the electronic bugs I've been experiencing. 2 different service managers lied to my face about doing it, it was never done. I can't figure out why they refused to do this.

  Amanda Lorch
4 years ago
A week after purchasing a brand new Atlas from Ourisman Bethesda I found myself at the service department for a screw in my tire that could not be patched. I called on a Thursday morning and they did not have my specific tire in stock, but the parts department ordered one and said it would be there by 3pm that afternoon. The service department told me the technician leaves at 3pm and asked if I could drop the car off first thing Friday morning to have the tire replaced. I arrived at 7:15 on Friday morning and was told that it would take about an hour and half. I had not heard anything by 10:30, so called to check in and was told that they would check on the status. By 11:15 I still had not heard back, so decided to Uber back to check on this in person. Upon arrival I was told that the tire ordered for my car was not actually there yet. Don't you think it would have been prudent to check on the status of the tire when I arrived first thing in the morning??? I mean when were they going to tell me that the tire wasn't even there?? Not to mention I had a flight to catch, but they acted like they were doing me a huge favor by calling a Lyft to take me to the airport. The tire wasn't actually replaced until Saturday and then I had to Uber back first thing Monday morning to pick up my car. It wasn't until after I left and looked in the trunk that I found they didn't even put the spare tire cover back in place with the necessary screws. I guess I should be grateful they even put the spare back in the car.I understand that issues arise, but the service was consistently poor in terms of communication and reliability. If I wasn't so annoyed, it would be funny that it took 4 days to change one single tire. I would have much rather them be upfront with me about any delays, etc as I would have planned accordingly.I cannot believe the ridiculous amount of disorganization at this place. First impressions are everything and this was an awful one at best.

  Kyle Shirley
4 years ago
If you enjoy being robbed blind then feel free to come here. I brought my car in and was told it was $189 for a diagnostic and that any issues found I could apply that $189 to repair any of the issues. After receiving outrageous quotes for simple repairs, found at another shop for much lower pricing. When I selected the repairs that came out right around $180, I went to pay and was told the $189 was now not applied to the repairs I selected. It's a bed business model and over charges. Take your money elsewhere.

  Oguz Gencay
3 years ago
My VW Jetta got recalled due to some issue and I thought this place was the closest one for me to take my car. I went there, met with Juan, checked in. Then he explained to me what the process will look like in detail and then gave me a free Lyft ride to go home.Up to this point, I have not checked google reviews, and actually after reading so many bad reviews, I kinda freaked out, but kept my calm :)In the next day, Juan called me, told me that they were working on the car, but they also did an inspection and found some issues that they had some suggestions. I declined their offers, because of the stuff I read from the Google Reviews. But he was very respectful and told me that my car will be ready in a couple of hours. Later I called them again, asked about my car, they said it's almost ready, they set me up another Lyft ride. When I reached there, my car was ready. I asked him about the issues they found & their suggestions again, he was very good in explaining them to me. Then, I thanked them and left.Overall, it was actually pleasant to do business with them, and it wasn't as 'horrible' as it was portrayed here.

  E. W.
4 years ago
Nice customer lounge and an above average coffee machine. Also, the guys I've worked with have been candid about how important elective repairs are and I really appreciate that. They replaced the wrong tire once. But I got a free tire out of it! Communication is an issue within the staff. One time I had to wait for the guy I was working with to return from lunch because the folks at the front desk couldn't find my paperwork or my car? Also, their ETA for work is always short by about 50%.

  Elizabeth Hopkins
3 years ago
I have been taking my Tiguan to this place for years...first because that was where the service contract was, and, later, just because it was easier than finding a mechanic. My car had no issues, anyway. But I took it faithfully to the dealership about twice a year for maintenance and oil change.Well, now the car is older (2012) but it only has 35,000 miles on it. I had a couple of lights on (air bag and tire pressure) and thought I would take it in. I also asked for an oil change. I arrived on the dot of our appointment. Hours later, no call. I texted as they said I could do. No answer. I waited another hour, no answer. I called and left a message for my advisor , no call back.Finally was getting toward the end of the day. Called and oops, my advisor answered the phone. After stumbling around a bit, he said he had to check the technician report and left me on hold for about 10 minutes. When he got back, he proceeded to tell me that I needed about $6,000 worth of work on my car, including rebuilding the engine due an oil leak, recalibrating something below that was going to cost $2,000, and a new set of tires that was more than $1,000.A quick look at the blue book will tell you that a 2012 Tiguan, even in good condition, is worth $6,100 max. Please!!!!!The only reason I gave two stars is that because of COVID they are offering free Uber/Lyft rides back to your house during the wait.Won t be returning (after eight years!!!).

  Christoph Klingen
3 years ago
I agree with the several other customers that this is probably a rip-off place. 25 percent more expensive that an identical service at luxury dealer Audi. Also they told me that the car needed a replacement of the rear brakes and rotors although the car had only 23,000 miles. Very unusual especially if you drive a lot of highway, there are no mountains, and other cars driven by the same drivers lasted more than 40,000 miles before such a replacement was needed. For service, alignment, the replacement of rear brakes and rotors, new wipers, and alignment and rotation of tires more than $2,000. $1,250 was labor, corresponding to 8-9 hours. Hard to believe that it takes more than a full man/woman day of work for that. Anyhow, just my impressions for your consideration.

  Maria Ana de Rijk
2 years ago
I bought my Volkswagen Passat 12 years ago and it is great. We have never had it brake down and have taken it for all the required service and inspections.However, VW started extracting thousands of dollars from us every 2-3 years for so called "needed repairs requiring immediate attention." We have bought a new car already with the amount spent on these repairs when the car always runs fine. VW has us in a stranglehold as we have no choice but to believe what the service center says out of fear of keeping our children safe.How is it possible then that VW cars are made so badly that they need all these repairs? so much for the "peoples car."Sounds fishy right? Not great after the emissions scandals, monkey testing and who knows what else we dont know about. How do we know that these repairs are really needed? Maybe part of the business model is simply cheating customers for service not needed?I have lost all faith in VW and won't EVER be buying a VW again. Toyota is better as maintenance costs are lower as cars are better made!

  Harry Irving
2 years ago
Kathy Sue was amazing. She was very charming, straight to the point, and honest. This is the quickest I have ever purchased a car, and this was largely due to the fact they dealership did not haggle, and gave the best possible price for the vehicle I know this because I visited 8 other dealership and the car I purchased was a lower price here than anywhere else.

  Kelia P
4 years ago
If I could give this place 0 stars I would! I have had poor customer service from the start and tried to give them multiple chances but the Assistant Manager Brian K. has done his best to drive me a way-from being obviously dismissive to my reported vehicle concerns and condescending nature of calling me "little lady or young lady" and I'm in my mid 30s, to just bad service! I was scheduled to drop my car off Friday night for service Saturday with the understanding that I would pick my car up from their lot on Sunday. They were going to lock my car and I would use my spare. Sunday I get there and my car is no where to be found, which meant I spent a holiday weekend (Labor Day) with no car for 2 days. I had to cancel my plans. Brian phoned this morning to say they had to replace a part and when I informed him that I had received NO communication that my car would not be available for pick up Sunday as promised he was dismissive and not apologetic in the least. I will never take my car here for service again and will gladly drive further for good customer service.