Ourisman Chantilly Toyota

User Rating: 2 out of 5 stars

This review is for the service department:
I went to get an oil change (on a Friday) and the service advisor said there'd be a two hour wait. I asked about making an appointment for the next day (a Saturday) and he indicated that there'd still be a two hour wait. They did not mention loaning out a courtesy car or shuttle.

My advice is try for a mid-week appointment unless you feel like wasting a few hours of your day.

Comment on Review

Y! Updates An Update about your review will be shared via Yahoo! Updates Manage who sees your Updates

Post CommentCancel

User Rating: 1 out of 5 stars

SERVICE IS MORE THAN AWFUL. THEY DON'T GET THINGS DONE THE FIRST TIME AROUND EVEN IF IT'S ONLY FOR THE BASIC OIL CHANGE AND WHATEVER THEIR PACKAGE INCLUDES.MAKES ME WONDER IF THE MECHANICS ARE REALLY QUALIFIED.
I WILL NOT RECOMMEND THIS DEALERSHIP FOR AFTER SALES SERVICE.

Comment on Review

Y! Updates An Update about your review will be shared via Yahoo! Updates Manage who sees your Updates

Post CommentCancel

User Rating: 1 out of 5 stars

On December 29, 2006, I took my Sequoia to Ourisman Chantilly Toyota for an oil change and tire rotation. After picking up the vehicle (I was called and informed that the vehicle was ready), I determined when I arrived at home that evening that the work was never done. The next day, I called and spoke to another service advisor (#2) about my findings, and he told me that I needed to take the vehicle back to the dealership so that he could verify what I was saying was valid. Before I left home, advisor #2 called back and told me that he believed that I was correct, and that somehow my vehicle had slipped through without being serviced.

On December 30, 2006, advisor #2 had my vehicle serviced and told me that the next service would be free due to this mishap. On August 3, 2007, I took my Sequoia again for an oil change and tire rotation, and told the service advisor (#3) that this service was supposed to be free. Advisor #3 got annoyed and told me that according to the computer, my last service was free. Following my explanation, he got flustered and remarked that he could not figure out what was going, and then called advisor #2 for clarification. After advisor #2 arrived, he initially could not remember, and the note at the back of advisor #2’s business card (which I produced) and in the computer was unclear as to which service was supposed to be free. I don’t think that it takes a rocket scientist’s powers of deduction to determine that a vehicle does not need an oil change and tire rotation on two consecutive days (12/29/06 and 12/30/06), and that the service on December 30, 2006 was not free but the actual work that was never done on December 29, 2006.

Advisor #2’s memory finally came back and he recalled the December incident. However, based on advisor #3’s behavior/demeanor, I was made to feel like I was the one who was trying to get a free ride, when in fact the problem lies with Ourisman Chantilly Toyota’s incompetence since they were the ones who initially tried to “rip me off”. I’m unsure if this is a unique situation or if other customers have had their vehicles “serviced” with just a car wash. Their advisors need customer service training – fortunately there is a choice of service centers in the Washington metro area. I suggest avoiding them unless you prefer lousy service and belligerent advisors.

Comment on Review

Y! Updates An Update about your review will be shared via Yahoo! Updates Manage who sees your Updates

Post CommentCancel