Complaints

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Used vehicle was sold to me with knowledge by the dealership that there was an incorrect mileage issue on the title from the previous owner therefore, the vehicle could not be registered or re-titled with a new owner. Lien release could also not be accomplished. Salesman,*********, was not present on the day the vehicle was picked up from dealership, vehicle was not ready. No status update was given to me, the customer, despite numerous phone calls and voicemails. General Sales Manager, ********************* gave personal assurances that the lien release was expected in a day or two on 12/23/22. She also stated that I would receive an email on 12/28/22 followed by a ***** of a new temporary placard to put on the vehicle until it could be plated. Never received email. Called in on 12/29/22, ************ was off and no one knew anything about an email or ***** shipment. Spoke with a Salesman, **, who initially refused to tell me his name, then refused to spell it (he had a heavy accent), then hung up on me. He said I would get the temporary placard tomorrow but stated they don't send emails. Still was not given status update on lien release.

  Business response

  01/11/2023

  We noticed this issue (last title clerk hit "exceeds Mech limit") back in Dec and we called the MVA, and they told us to send it in to be corrected. We sent it in on 12/02/22 and the MVA rejected it because they wanted the lien release with it. So, we had to wait for PNC to send it. On 12/29/22 we received the lien release and sent everything to the MVA on 12/28/22. They have it and we are waiting for them to complete it. As of today, it is still in the (to be processed) and they think in will be done next week. Our hands are tied waiting for the MVA to complete it. ********************* has been in touch with ************ throughout this whole process, nearly every day.

  Customer response

  01/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The vehicle was purchased by me on 11/01/22. The dealer was already aware of the mileage mistake and told me they had already submitted paperwork to have it corrected. Almost 30 days after my purchase, I had heard no updates from the dealer regarding my plates. I called 2weeks in a row for an update and received no call back. I left voicemails for both the original salesman and the **************** and received no call back. I left a voicemail for the General Sales Manager, ************ and finally received a callback from the original salesman, ******. This 1 week prior to my temp tag expiring. ************ has not been in contact nearly every day. I was forced to call the dealership repeatedly just to get her on the phone as no one else could give me an update. She also failed to send a new temp tag on 12/28/22 as she personally promised. Since then it has been a weekly email.

  
  

  Regards,

  
  

  ****************************;

  Customer response

  02/09/2023

  No, my complaint has not been resolved. I still have not been issued a registration and I have to keep emailing the business for updates. They are not following up on a timely fashion and communicatingwith me. 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello to all, My name is *********************** and I am filing a complaint against Ourisman Volkswagen of Waldorf for not completing the sale of my 2011 ***** **** that I sold to them in the amount of $8,000 on June 15th 2022. I did owe on this vehicle in the amount of $7,077.89 which in return I was promised a refund in the amount of $922.11. Mr. Lamarr C***** and Mr. Nicholas S**** are the gentleman that facilitated the deal and writing up the paperwork as well. I did have other offers on my vehicle but Mr. Nicholas really wanted to purchase my ***** from me. They assured me that it should only take about 7 days for them to send off the request and get a confirmation back from **** *******. As of today there still has not been any response to when I will receive the refund from my vehicle. I have made numerous calls to Mr. Nicholas, Ms. Cassandra and I have also visited the dealership as well and no one could give me an answer. I left voicemails and no one has returned a call back to me as of yet I have also visited the dealership and I noticed that my vehicle is on the website and on the lot to be sold at this time but once again they do not have a lien release from **** ******* and I still have not received my refund as well. On one of my many trips to the dealership to get an update since no one returns calls. I did talk to Mr. Lamarr and asked him about Mr. Nicholas or an update on my refund he told me he don't know but he knows Nicholas is handling it. At that time I asked is he here and Mr. Lamarr stated that he was out of town or something then he said he think he is getting married. He told me to check back after the 4th of July Holiday. On 7/5/2022 I went back to the dealership once again to talk to them. I stayed in the parking lot for 45 mins and nobody came out to ask if I needed any help or heck if I wanted buy another car. I called Navy Fed again and told them the situation. It was told to me that Ourisman has not even requested the lien release. 

  Business response

  07/12/2022

  We received the Lien release from **** *** on July 8th. The equity cheque was immediately processed and was picked up by the customer July 11th. I am not sure why the customer would state the **** *** had not received a Lien release request from us as obviously they had. The process at **** *** took quite a while, whereas, our process was done immediately once we received the Lien release.

*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. ↩