Ourisman Chrysler Dodge Jeep Ram of Baltimore

M G _{on Google}

Apr 9th, 2024

We called to schedule our service appointment for the recall and an oil change last week, and made the appointment for today. We specifically asked if they had the parts for the recall, and were told yes. We bought our Jeep from here and have done all service at this dealership. We dropped the car off last night, and received a call this morning from our service advisor, telling us the car was ready and then trying to upsell us on a $700 service we didn't need, and that isn't even recommended until the 30,000 mile mark, we're only at 20,000 miles. We declined, and asked if the recall and oil change was complete, and were told no, they just ordered the kit for the recall this morning, which would take 2-3 days to receive. That is completely unbelievable. I understand trying to upsell someone, but to make an appointment specifically for the recall, be told that they had the parts in house, then to find out they just ordered them and they have to keep the car an additional week is insane. This is our second bad experience with this service department, both within the last 6 months.
Update: We picked the car up on Saturday, and immediately noticed that the driver's seat was oddly laying all the way back like someone was napping in the car. When we tried to adjust the seat, we noticed that the car wasn't on, so we tried to start it the battery was dead. Unbelievable. Someone took a break in our car and proceeded to leave it on all day so the battery died. After going back inside to try to discuss the issue and have the car jumped, the service advisor completely ignored us, until Riley (might be spelling it wrong) immediately jumped into action to help us. He jumpstarted the car and noticed that our fluids weren't filled, like they were supposed to be, and took our car back into service to have that issue taken care of. We really appreciate his proactiveness and willingness to help us when the service advisor (I think his name was Ramon) ignored us. Upon leaving, with the service manager's business card, the tire pressure light came on. We drove to Costco to check the tire pressure and were appalled at the fact that after rotating the tires, they forgot to check the tire pressure. The front tires were overinflated by 5 pounds of air and the back tires were underinflated by about 6 pounds of air. Also, the daytime running lights are now flickering, which we belive is from the battery issue, and the car rides strangely, nothing like before. As of today, we waited until about 2 pm to see if someone from the dealership would proactively call us, however, no one did. We called 3 times and were finally transferred to Michael, the service manager, only to discover that he didn't have any knowledge of the issue from Saturday. This has been a very disappointing experience, and at this point, we have been forced to reach out to FCA and other channels to attempt to reach a resolution.
Photo included of red dodge next to my car with the hood unlatched in the service department to further showcase the quality of service

Burl Tuller _{on Google}

Apr 8th, 2024

Ist of all I would commend Mr Devon Duncan for his professional, courteous, and helpful service. Unfortunately things then went downhill. It wasn't until One and a half hours after scheduled appointment time that vehicle was even taken into service area. On this day a required oil change and complimentary safety inspection was completed. In addition I asked to have air pressure in tires checked as sensor was indicating different pressures in tires. This was supposedly completed. When service was completed and vehicle returned to my daughter who was waiting the tire pressure was set at 56 psi not 36 psi maximum per manufacturer. In addition vehicle wasn't washed. I bought this vehicle new 2 years ago from this dealership and love it. I have no explanation for the tire debacle but something needs to be done either the vehicle sensor wasn't checked or technician doesn't know maximum tire pressures.

Jessica Posluszny _{on Google}

Apr 3rd, 2024

We recently had the pleasure of working with Garard at Ourisman, and I must say, it was a fantastic experience. Garard was extremely knowledgeable about the vehicles we were interested in, and he took the time to answer all of our questions thoroughly. He was not pushy at all and allowed us to take our time during the test drives to ensure we were making the right decision.
Ultimately, we ended up purchasing a 2021 Dodge Ram, and Garard made the entire process smooth and hassle-free. He went above and beyond to ensure that we were happy with the purchase. We highly recommend Garard to anyone in the market for a new car; his professionalism and expertise make him a standout in the industry!!

Albert Locklear _{on Google}

Mar 31st, 2024

By far the worst customer service ever I have never dealt with the disappointment of someone taking over 30 days to get my vehicle fixed and then giving me back my vehicle with damage and then giving me back my vehicle with damage