Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a new 2024 Jeep Grand Cherokee 4xe from Ourisman Jeep dealer in Baltimore for advertised price plus destination fee and taxes, tags and processing fee on November 5, 2024. I was aware that this vehicle had 3,200 miles on the odometer and I had repeatedly asked about the factory warranty. The salesperson had repeatedly answered that the factory warranty would start on the day I bought it. After the purchase, I found from the Jeep customer support while registering that the warranty started on March 6, 2024 and this was used as a demonstrator vehicle. The dealer did not notify me either verbally or in writing that this was a demo vehicle pursuant to Md. Code Regs. 11.12.01.14. Also they did not disclose that the warranty will be reduced by 8 months. I would not have purchased this vehicle if I was aware of the above facts. The reason I paid a higher price for a new vehicle was to avail the full factory warranty. These are hybrid vehicles and I need the full warranty on this vehicle.

  Business response

  11/18/2024

  Dispute Resolution Team –
  
  Thank you for contacting us about your recent purchase of the 2024 Jeep Grand Cherokee 4xe.
  We understand your concerns regarding the vehicle's warranty and prior use as a demonstrator.
  
  Upon reviewing our records, we noted that you signed documentation acknowledging the
  vehicle's status, including its use as a demonstrator. This documentation is attached for your
  review. We strive to ensure transparency in all our sales transactions, and it is our policy to
  inform customers fully about the vehicle's history. We do not feel additional considerations are
  warranted in this case.
  
  If you have any additional concerns or questions, we are more than happy to discuss them
  further. Please feel free to reach out to me, and I will do my best to assist you.
  
  Thank you for choosing Ourisman Jeep Baltimore. We appreciate your understanding and your
  business.
  
  Very truly yours,
  
  Ermias K******
  General Manager

  Customer response

  11/18/2024

  
  Complaint: ********
  
  I am rejecting this response because the sales person Dyani S***** affirmed that the factory warranty as stated in the window sticker of the vehicle will start from the date of purchase. After the sale was completed, I was made aware from the Jeep mobile app after registering the vehicle that it was not the case and the vehicle warranty started on March 6, 2024 instead of purchase date of November 5, 2024. I enquired about this with Dyani S**** over the phone the next day and she mentioned that she was looking into this and will get back to me. However, I have not received any response from the dealership, neither was this informed to me before the purchase. I would not have bought this vehicle if I was aware of the lack of factory warranty for 8 months on a new purchase. I was misled into buying and paying the destination charges and considering the factory warranty was as advertised on the vehicle window sticker.
  
  Sincerely,
  
  ******** *****

  Business response

  11/19/2024

  Dispute Resolution Team –
  
  Thank you for taking the time to work with this client on our behalf. After careful
  consideration, we regret to inform you that we are unable to reach an agreement on this matter.
  We consider the matter closed.
  
  If you have any further questions or require additional assistance on a different topic, please feel
  free to reach out.
  
  Thank you for your understanding.
  
  Very truly yours,
  
  Ermias K******
  General Manager

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In early 2024, I brought our company van to have seat belts installed, so the van would have more passenger space. We left the van and waited for a phone call to say that the work was completed. ****** ***** contacted Ourisman numerous times and was told first that the work was completed (not true) and second that Ourisman needed permission from Dodge to install the seatbelts. ****** ***** contacted Ourisman again and was told that Ourisman was still waiting. After not having our company van for weeks, ****** ***** went and retrieved the van. We were told that in order to take the van, we had to pay for the work that was not completed. We disagreed at the time, but needed our company van. We paid the $1909.90 and took the van. I have contacted Ourisman numerous times to find out what is going on with the installation. Ourisman has never called back. Ourisman has not returned emails, phone calls, or responded to a recently sent fax. We are asking for a complete refund of $1909.90 since the installation of seat belts was not completed. Thank you for your assistance.

  Business response

  08/12/2024

  On 02/06/24, ****** ***** ***. brought in a 2022 Ram Promaster City, VIN # *****************, to repair the right rear seat and to install both rear seat belts in accordance with Highway safety guidelines. The 2022 Promaster City was manufactured as a commercial vehicle with no rear seats and no rear seat belts. ****** ***** *** wanted to convert the commercial vehicle into a passenger vehicle by installing rear seats and seatbelts. 
  We disassembled the right rear seat and ordered the necessary sealtbelt hardware for rear seat belts. Since the seat belts were special order parts, ****** ***** *** was asked to pay for the parts, in advance of ordering, which they agreed. We also explained to ****** ***** *** that Ourisman CDJR of Baltimore needed approval and guidance from **********, Manufacturer of the Promaster City, regarding proper installation of the seatbelts to meet Federal safety guidelines. 
  While we were waiting for **********'s response, ****** ***** ***. picked up the vehicle and paid for the work performed to date and special ordered seat belt parts. Please see attached invoice # ****** dated 4/3/24. 
  We have never received approval or guidance from ********** for this conversion. As a result, the seatbelts were never installed. To settle this matter, we will refund ****** ***** ***, for the seat belt parts and taxes totaling $1080.91. The $828.99 labor charges is for work performed and completed prior to the invoice date of 4/3/24. 
  
  Very truly yours, 
  Ermias K******
  General Manager 
  
  

  Customer response

  08/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I will expect the refund this week. Thank you.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This complaint is in regards to a new car purchase on 06/29/24 from Ourisman Chrysler, Dodge, Jeep of Baltimore. I had been shopping for a new vehicle and came upon their website and looked over their inventory of Grand Cherokee vehicles they offered for sale. According to their ads they had a car listed at $45,965 and then offered a "Ourisman discount" of $4,548 along with a rebate of $4500 which brought the price down to $36,917. This was incentive enough for us to visit the dealership in Baltimore vs. our local dealers. We were there for at least 5 hours before we purchased the car. Unfortunately, I assumed the price I was paying reflected the price as advertised. It was not. They gave me the rebate and the agreed trade in for my vehicle but did not give us the "Ourisman discount" of $4,548 as advertised on their website. I called them on Monday 7/1/24 to get this corrected and I have been getting the run around, no one has gotten back to me with any response as to why the discount wasn't included on the contract sheet. Any reputable business should, by now, have had the courtesy to speak with me and apply the discount according to their advertisement regardless of whether or not I already signed the contract. I believe their ads are misleading and false. I'm attaching some screenshots of their ads as they appeared when we bought the car. You can also visit their website and see how they present thier pricing. Their ads clearly indicate what the bottom line is after their discounts and rebates. I will add that under Maryland Law it is illegal to commit fraud by misrepresenting or misleading pricing of dealer vehicles. See: Md. Automotive Dealer law, section 15-313 Prohibited acts and Md. code regs 11.12.01.14. The remedy I'm seeking is the amount of the discount ($4,548) and a recalculation of the taxes (which will be lower now) added to the refund.

  Business response

  07/03/2024

  We have spoken to Mr. ***** ********, and resolved his complaint. At this time, please close
  the case.
  
  Thank you
  
  Very truly yours,
  
  Ermias K******

  Customer response

  07/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2019 Super Duty on January 10th, 2024 from Ourisman Chrysler, Dodge, JEEP. It was obviously a used truck but very clean. My salesman was great, we worked up a deal and upon signing anything I noticed the battery light was on in the truck, we replaced key fob battery and issue persisted. We did the deal and I was told any issues give a call. Well on the ride home the battery light was still on and I noticed that the heated seat, steering wheel and now an alarm for the hood open was on the dash. I reached out to my salesman and agreed I would drive back down to Baltimore from Philadelphia that weekend to have ALL issues resolved. That weekend I returned and their service dept. had told me the truck needed two new alternators which they ordered and replaced. So after 5.5hrs at the dealership I got my keys back and was told i had to go to a Ford dealer to have the light reset (I knew that was not the case) On my drive back one of the intercooler hoses came off from neglect of not tightening the hose clamp and after an hour and half ride home I called my local dealer to get the truck looked at. They looked it over and it was going to cost me $408.XX to have the issue resolved for battery light (was a broken wire, not alternators) $1393.XX for the steering wheel, $744.XX for the seat, and $289.XX for the hood latch. I was dodged by the dealer used car salesman for 2 weeks when I finally got a hold of the GM to reimburse me for $697.00 ( because "we had already put "X" amount into it for the not needed alternators) I waited 3 weeks to receive a check from them. So I got my $408 back for the money I spent at my own dealer and still have the other issues. I would have been fine if they had called me back to tell me they couldn't do anything for me after the first attempt to get a hold of someone but 2 weeks of my calls and voicemails getting dodged by their used car "manager" does not sit right with me.

  Business response

  02/26/2024

  We appreciate the opportunity to address the BBB complaint filed regarding the experience with Ourisman Chrysler, Dodge, JEEP. 
  We would like to extend our sincere apologies for any inconvenience caused following the purchase of a 2019 Super Duty on January 10th, 2024. We understand the importance of addressing customer concerns promptly and thoroughly and appreciate the opportunity to respond. 
  Upon reviewing the details of the case, it has come to our attention that there were challenges related to the battery light, heated seat, steering wheel, and hood latch. We also recognize the miscommunication regarding the alternators and the delayed response from our used car manager. 
  In an effort to address the concerns raised, we have taken immediate action by issuing a refund of $697.00 to cover the specific repairs incurred at the local dealer. We believe this reimbursement reflects our commitment to customer satisfaction and our dedication to addressing any issues that may arise post-purchase. 
  We want to assure the BBB that we take customer feedback seriously, and this experience has prompted us to review and enhance our internal processes to prevent similar incidents in the future. Our goal is to continuously improve our services and provide the best possible experience for our customers. 
  If there are any further details or specific inquiries the BBB would like us to address, please do not hesitate to inform us. We are committed to ensuring a satisfactory resolution and appreciate your assistance in facilitating this communication. 
  Thank you for your attention to this matter. 
  Very truly yours, 
  Ermias K******
  General Manager 
  
  

  Customer response

  02/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am still extremely dissatisfied with how the dealer handled everything. It’s an absolute disgrace. I was simply reimbursed for the money I had to already put out to get the truck ready for inspection, something that should have been done prior to the vehicle going up for sale. And I still have to put out money to get the other issues fixed. Not a good solution.  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2023 jeep renegade on 1/10/24. No sooner did I drive the vehicle off the lot did the alignment go out of sorts in the vehicle. I had to take it back the next day 1/11/24. On 1/16 I noticed the rear window washer was not spraying but the blade was moving only to find out later that evening that the washer fluid spilled into the trunk. I yet again had to make another service appointment for 1/19 in which I had to reschedule to Saturday 1/20 because of weather. I take the car on 1/20 just to be told that no service techs were in to replace the part so I reschedule for Monday 1/22 after dropping off the car I get a call that they ordered the wrong part and it would be February before they would get it. So I asked to have that car bought back so I could be put in a actual new Renegade or they take the part from a Renegade on the lot to repair mine or give me my old car back. They opted for replacing the part from a vehicle they had on the lot but in order to replace this part they need to remove the entire head liner the trunk door trim and possibly some other interior trim and they don't know how long it will take to fix. The vehicle will not be the same after all of that tearing down and putting back together so I think it's only fair to replace this one with something actually new. I also had to pay for my old car payment because they have not paid off my trade in yet and when asked to have my old car back I was told they sold it already. How can it be sold without my end of the deal not being paid off? So now I'm down one car payment and I still don't know who my loan company is or when this new car payment is due. I've tried multiple times to get the dealership to help but they did what they set out to do and sold a car so now I'm stuck with a franken-renegade. Please help me. It's been an absolutely awful experience.

  Business response

  01/29/2024

  Dispute Resolution Team –
  
  Thank you for your continued support. We have resolved with this client through a vehicle
  exchange offer.
  Very truly yours,
  
  General Manager
  Ourisman

  Customer response

  01/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to this dealership to get the TSM done and it was never done. In addition to that the check engine light was on and saying to check gas cap. The advisor Abel M****** advised that the technician found some leaks in the hoses and that the gaskets were old and would most likely cause problems down the road and that besides that the car was in pretty good shape. I agreed to have those things repaired along with coolant flush. As soon as I get the car back I noticed a slight burning smell , I drive to the **** **** drive thru about 25 minutes away and the car started smoking, I went home because the dealership was closed at this time. I immediately called the dealership and spoke to Abel and asked why was the car smoking I dtidnt bring it in smoking. He advised me to bring it in right away. I was back at the dealership within the next hour. Waited for hours only to be told by Abel that the problem was that the technician forgot to put the cap back on and the car was smoking because oil had leaked all over it. I was told there would be no charge because it was their mistake and once the car was taken apart and the cap was placed back on that would solve the problem. When the oil spilled the damaged caused by that was never addressed , cap was just put back on. After this the car went down hill after. Same day car is ready I get in and crank it up check engine light comes on. I showed this to Abel he advised I leave car there. I was informed that the car needed an oxygen sensor. I had to pay for a part they they ruined 2 days later car is cutting off and all the lights are coming on. I was charged to fix that problem, 3 days later car doing the same thing cutting off , I was charged to fix it again . Had it fixed for the last time and still the car is not fixed at all. 4 days ago car started smoking again . they have not properly fixed anything on my car except for the window and the driver side door panel . Everything they touch breaks in days

  Business response

  10/17/2023

  I have personal spoken to Ms. ********, she will be coming into the dealership to help her Trade out of her current vehicle and resolve her current issues.
  Thank you
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded my Jeep for a 2020 Honda accord in February 2023 from Ourisman Chrysler Dodge Jeep Ram, in Baltimore. The car was around 28k with roughly 40k miles. As soon as I drove off the lot I started having issues with my dash and eventually the car wouldn’t start from time to time. I took it back to the dealer and they sent me to another dealer to be looked at. *** ******** ***** in Laurel MD said the the problem is caused by an aftermarket part installed from previous owner and that It would cost roughly 8k to fix. They suggested I take it back to the original seller and ask for payment for repairs or another solution. The Oursiman in Baltimore is refusing to pay for the repairs and suggest that I be placed in another car. They offered to put me in the same exact year, make, model, and same mileage but for $300 more monthly than what I’m already paying. I currently pay 561 a month. I feel like I’ve been robbed and scammed. I traded in my Jeep due to the problems and the expense of it, so I went to Ourisman in Baltimore for help but they have only made my problems worse.

  Business response

  07/25/2023

  I have personal spoken to client and offered to bring the vehicle back in our shop to resolve the
  issue and possibly switch units. She will be in Monday. For any question, please email me.
  
  Thank you
  
  Very truly yours,
  
  Ermias K******

• Initial Complaint

  03/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my car for a routine oil change they broke my hood latch and pryed open the hood only to notify me when i picked up that they claim it was broken. If that were the case would they have not called me first a tell me rather the pry open my hood i want this corrected and pId for i am lividdff

  Business response

  03/10/2023

  
  I have spoken with the customer personally and resolved her complaint. This matter
  is resolved. If you have any concerns or questions, contact me directly.
  
  Very truly yours,
  Ermias K******

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Grand Cherokee into Ourismann for a headlight replacement, oil change, and factory recall. After servicing, I drove less than 10 miles when my check engine light came on. I went back to Ourismann and was told it was the electric throttle control and both fuel pumps would have to be replaced. I had to rent a vehicle to drive while they worked in my jeep. I was informed that they (Ourismann) installed the wrong fuel pump and would have to replace it. After picking up my jeep, I again drove less than 10 miles and a light saying my exhaust filter was full came on. I took my jeep to ******** where I was informed that the factory recalls were not preformed and the fuel lines were crossed. My jeep will not run now and ******** has informed me that this is a direct result of the service provided by Ourismann.

  Business response

  03/03/2023

  I have spoken with the customer personally and assured her that we are in
  communication with the service manager at ******** to resolve her concerns. This matter is resolved.
  If you have any concerns or questions, contact me directly.
  
  Very truly yours,
  Ermias K******
  General Manager

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 01/13/2023 I took my 2016 Jeep Renegade into the dealership for a brake service and oil change. When their quote for pads and rotors came back 50% higher than 3 other quotes I received for the same work, I decided to just have them do the oil change. They checked various items on the scheduled maintenance list including the air filters. They had exclusive possession of the car all day on 01/13. Upon pickup, there was suddenly a loud whistle when accelerating. When I returned on 1/20 they initially insisted that I pay an additional $340 for a diagnostic. I believed it should be covered under the 90-day warranty on their work from a week before. They determined that the plastic air intake nozzle on the air filter box had been broken off. They agreed to waive the labor and install the replacement part if I bought it from them for $677. I bought it new and had it shipped to me for $309. They should do the right thing by their customers and reimburse me for the part and the $65.50 I paid a different garage to install it.

  Business response

  02/28/2023

  Thank you for forwarding on Mr. **** concerns. I have tried numerous times to reach him to discuss resolution without success. Please ask him to email me at the below email address to begin discussions.
  

  Customer response

  03/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩