Ourisman Ford Lincoln Service Center

Chris T

★☆☆☆☆

4 years ago

Don’t get your car serviced here. Several times I’ve come in there have been critical lapses in communication, including keeping me waiting more than four hours because of a staff meeting with regard to COVID. This latest trip was the last straw. I took it to them for a single part replacement, with no updates that day or offer for a loaner car so I missed work the following day. They’ve had the car for 28 hours and the only information I’ve been given is that they need to get a part. I could have done this repair myself given the part and they overcharge me, make me miss work, and do not communicate. After this episode they will never have my business again. Edit: the snafu was a result of supply chain issues with the part. This is going on all over the world with supply chains, so I get it. Still, there was a duty to inform me in a timely manner. That duty was not fulfilled.

Linda Flynn

★☆☆☆☆

4 years ago

I had my car towed into this dealership, with an appointment the following morning at 0730. Five days later I still can not get the status of my car. I have made calls every day and they only tell me the service person will call me back. I don’t know if my car is being worked on or sitting on a back lot forgotten. Horrible service. They will mot get anyone on the line… just offer call backs that never come. Take your car somewhere else….. anywhere else!

Tenisha Heyward

★☆☆☆☆

2 years ago

Why do service departments at dealerships book an appt for you if they cannot take your vehicle at that time. I had an appt at 3:30pm. After 1.5hrs of waiting and nothing I asked the lady at the desk how much longer for my vehicle. She goes in the service bay area and then walks past me into an office. I look and see my truck sitting in the back parking lot. When she comes back I tell her I see my truck and she says yeah we were waiting on a technician to become available. My appt is at 3:30pm and u are telling me at 5pm you are waiting on a tech to become available and that I have to wait another hour. All of this for a simple oil change!! Utterly Ridiculous!!

Muhammet Tığlı

★☆☆☆☆

2 years ago

My car has been in this service for a week. The check engine light of the car is on. they don't control. they just keep me waiting. check engine only 10 minutes to check but they are not interested. If my car wasn't under warranty, I wouldn't have brought it to this service. Definitely don't come.

L Lee

★☆☆☆☆

a year ago

Today is 8.31.2024. They charged my husband $980 for an oil change on a 2018 Lincoln Continental. He bought the car there and took it back for an oil change after 5k miles. Two hours for labor for an oil change is over $500. DO NOT GO HERE FOR SERVICE! I, female mid 40s, can do an oil change in less than 45 minutes.

Edward Generazio

★☆☆☆☆

2 years ago

Took my car in for two lights which were on the fritz. All it took was to unplug and plug the battery back in. They didn’t do that. Instead, intentionally preyed on my inexperience with Ford auto parts to tell me I’m wrong and get me to buy a 1.2k replacement headlight light and brakes replaced (which weren’t needed). I left with a screeching break pad. When I returned it to them, they said they left a rock in it. I returned for a refund on the light and get the rock removed from under the hood. Servicemen there didn’t like to take accountability for their deceptive advice and treated me like I’m a problem. This happened years ago with my last ford. Same experience, I’m sure I could find it somewhere in Google reviews lol. Either way, scam artists, garbage customer relations, deceptive advisement.

Lifeas Cheyenne

★☆☆☆☆

3 years ago

Came in to this dealership with my car in November 2021, I told the staff my car was overheating and i wanted to get It diagnosed, I was told there was no problem found with heating cooling issues. Ever since then I have been continuously buying and adding coolant in the car at this point damn near everyday. I looked it up and find out the car has a recall for heating cooling issues I call the dealership and tell them the problem again. They make an appointment to do a recall fix. I called several different times explaining what was wrong with the car, yet everyone keeps asking what's wrong with the car. I asked the guy over the phone could I get a loaner car he tells me "you would have to come in find out that's not my department" (why couldn't you just asked or forwarded the call to the department) I come in and tell the young lady at the 1st desk "I had my car brought in for a recall issue, I don't have a car could I get a loaner" she tell me there's a wait list, but if I wanted to join I would have to take to the lady in the office to the left. I go in to The lady's office and explain to her the same thing I just told the other 2 people she tells me "you didn't buy your car here so we can't help you.. she could of told you that. Sorry" now I was very irritated due to being told to come in and being told I couldn't be helped (time and gas wasted) to then get a call from the same lady and be asked again what's wrong with the car. Right after walking out of the dealership I wasn't even a good 10 feet out the door. They hadn't diagnosed but made sure to call and discuss prices. That was the funny part to me

Russell Destremps

★★☆☆☆

4 years ago

Brought vehicle in for warranty call and oil change service. Part not available for warranty, service rep said they would call when it came in so they could complete. Also asked for the oil service inspection report, told it would be electronically sent, but never received. After not receiving call back, I reached out to confirm part in, scheduled another appointment to wrap up warranty call and also have AC serviced. At drop off the service rep communicated that a minimum $240 fee would be charged for AC assessment, and additional repairs would be communicated if required. Gave same rep number to reach at work with any inspection findings. No call received. Showed up to a $400+ bill for AC inspection, plus a recommendation for another $500 AC repair. I communicated the original minimum price quoted at drop off. Despite a lengthy conversation that centered on the service department's miscommunication, they would not acknowledge any fault nor offer to refund the difference. Had the $400 been quoted as a a minimum at drop off, I would have gladly taken vehicle elsewhere. So I effectively spent $400 to arrive at a conclusion that I knew when I dropped vehicle off, my AC didn't work. The premium paid for having services completed by Ford certified techs is only worthwhile if there is an achieved trust and value proposition. In my two encounters at Oursiman, I have received neither.

Jordan

★★☆☆☆

3 years ago

I had my vehicle picked up from my home at 1:30 pm for an oil change, emissions inspection and license bracket installation. The man was nice and on time. Around 6:30 pm, I called to check on the status of my vehicle and the lady told me it would not be ready until the next day and they would call me when they began to get service approved. I was never informed that my service could take multiple days but I just said okay. The next day, I never heard anything so I called that afternoon. The lady said that the car had finished being serviced (never got a call) but they would not be able to bring it to me until 4. I didn’t want to call an Uber to get it so again I just said okay. 4 came and went so I went up there myself at 5:30 when my husband got off work to go get my car. As I pulled in, the driver told me he was on his way. Of course I said that it wouldn’t be necessary as I am here. He apologized for the inconvenience but said he was given the wrong time. He also noticed my license plate was still sitting on the passenger seat and he knew I wanted it installed. When I got there, I mentioned to the clerk that I was unhappy that my car had been there that long and still wasn’t finished. She acted like she was the one without a car for 2 days and had an attitude. I want to stress that I told her I was disappointed but I was not rude and did not say anything about her personally. Partly because I didn’t even know if she was the same person I had been corresponding with. But for whatever reason, she had an attitude and rudely told me to go sit in the waiting area even though I was already seated at the counter with no other customers behind me. When she returned minutes later, her and the girl working in the garage told me “you can take your car” and handed me my keys. Again, rude. How can you work in customer service but not be able to handle a respectful but disappointed customer? When we purchase a Lincoln, part of the buying decision is the service that you expect to receive during maintenance visits. The only reason I am giving 2 stars is for the man that came to pick up my vehicle and the man that escorted me to the service side of the building. Unfortunately, I was so thrown off that I regretfully did not get any names of the great and not so great employees.

KuTina Russ

★☆☆☆☆

Edited 2 years ago

I walked into Ourisman Ford Lincoln on September 20, 2023, to see about getting a deal on a used vehicle. I was greeted by Brian, who was very pleasant and willing to assist me with getting a quality vehicle. Well, we sat down and began the application process to see what I would actually qualify for. I let Brian, the sales representative, know what I was willing to put down on a used vehicle, and he really worked hard to try to get me an affordable deal. However, Sean, who was some type of sales assistant, told me that even though I had weekly / monthly income, I was unqualified because I needed an actual job, to qualify to get a vehicle on their lot that was medium to top of the line, but he was willing to help me and asked if I could come up a little higher in what I was willing to pay or put down. I negotiated an additional $2K. So, as I sat patiently with my husband from 12 pm to 3 pm, the dealership finally came to me with keys to a vehicle to test drive. It was a nice, clean appearance vehicle. When I test drove the vehicle, it rode fairly well. However, when we returned to the dealership after the test drive, I was informed that the vehicle had not been fully inspected. Due to it being a trade-in from another sale from another customer. So I sat another 2 hours waiting. Sean, the sales assistant, came after the 2 hour wait and said the only problem the vehicle had was that the left and right lower arm controls needed to be replaced and that he already ordered the parts and needed to pick the parts up so that I can drive the vehicle that night, and that repair would only take an hour. So, as my husband and I waited, another salesperson named Jeannie went over the necessary paperwork for the sale of contract, title work, insurance, and payment. So, finally, at 8 pm, after 8 hours of being at the dealership, the vehicle was brought out to me so that I could leave and return the next day with the remaining balance. To make this long horror story short, I've gone to the dealership 6 times with issues and concerns about the vehicle. It failed inspection in Delaware, and when I asked about getting it fixed through Ourisman they continue to give me the run around and decided to tell me yesterday morning that it was going to take them 3 months to get tags, title and registration, so they were going to give me back the entire processing fee and title, tags and registration fee and have me do it. However, they did not return the $999 processing fee and still can't fit me in to get the car fixed to pass inspection. My experience just in these 8 days dealing with this company, who represents Ford and Lincoln, gives these companies a bad name along with the Ourisman family name. Ourisman is not a loyal or trustworthy company. It's all about taking your money at any cost. The 🌟 is for Brian. Sorry, he has to work for a dealership like this one!

Timothy Cameron

★☆☆☆☆

a year ago

I can only echo what seems to be the abysmal reviews of most customers who have commented on the service center in the past year. This experience was very disappointing for me, as for the majority of the 15 years I have lived in the DMV, the Alexandria Ourisman had always been my go-to when my Ford needed servicing. Today, I asked for an explanation of a $90.05 Shop Supplies charge. While this is a legitimate practice to cover shop consumables such as latex gloves, floor mats, certain fluids, etc., a Supplies charge exceeding 10% of the total bill seemed excessive. When I asked for an explanation I was told it was for "recycleables"--not consumables--and that it would be a "certain percentage of my total bill." I asked for a more thorough explanation, as I'd lost confidence in the interlocutor due to the recycleables/consumables mixup. I was asked to come into a manager's office, who immediately told me he didn't have time to offer an explanation beyond what his associate had already offered because he was on hold and trying to get through on a phone call. High parts cost? Tolerable, it's an older car. High cost for labor? Fine, I'm paying a skilled mechanic to do the work for a reason. Rudeness? Inexcusable. I'm taking my business elsewhere and recommend you do the same.

J Bruck

★☆☆☆☆

2 years ago

ZERO customer SERVICE skills to be found in the service department. Took my vehicle in for an oil change, windshield replacement (champion window replaced the windshield 100% would recommend them), and to troubleshoot backup camera not working in my 2022 Corsair. Called recall to see if the part was available because it wasn’t during my previous oil change. They could get me in two days after my scheduled appointment for the service mentioned above. I told them I already had an appointment and they said they could fit me in on my appointment day. Fast forward to my appointment (two days later) was told the part is on back order and not available. Mind you I was told the repair could be done by the recall department. The left doesn’t talk to the right and you’re left figuring it out as the customer. My car couldn’t be recalibrated on the day of my appointment and had to be kept for another day. Car delivery was eventually presented as an option. My rep never set it up with that department and I had to call at 3 pm the second day the shop had my vehicle to get an update. Was told my vehicle was complete and just waiting to be picked up. Told them the car was supposed to be delivered upon completion of service. They had no record on their end. Upon delivery the car was not cleaned and the windshield fluid was not topped off which is a standard of every oil change. Ourisman Lincoln doesn’t come close to missing the mark for customer service standards. One would think purchasing a 60k vehicle would come with an elevated customer service standard. Not the case at Ourisman Lincoln.

Zoltan van Heyningen

★☆☆☆☆

Edited 9 months ago

Avoid this place! Dropped my truck for simple oil change and 5K mile service. Truck was working perfectly when I dropped it. Over a period of a frustrating month, with absolutely horrendous and incompetent service, they returned my truck twice with a new problem each time. This service location was bad a while ago, then a bit better for a while, and sadly now just terrible.

Hayley Nordike

★☆☆☆☆

2 months ago

This place is terrible. Jasmine is rude and it couldn’t be more clear is miserable in her role. They schedule me for service and then don’t have parts when they know well in advance exactly what needed to be done. They also keep my vehicle 2-3x longer than they say every single time. Avoid at all costs.

Kuba Wuls

★☆☆☆☆

8 months ago

Zero stars would be more appropriate. This place is a total waste of time. I’ve attempted to get fixed a leaking windshield wash line at this location. It took 4 appointments, approximately 6 months and $400 spent on Uber and they still couldn’t get it done. Each time I was told by an adviser, “We did a pressure test and the technician could not find any leaks.” Yesterday, I dropped off the vehicle in the morning for the 4th attempt. I was told by Jasmine it would take about 2 hours to get it fix it. I didn’t hear anything so I called at 12:30pm, “She is at lunch now and will call you back” Well, I never heard back. I called again 2 hours later. “We’re still working on it. Someone will let you know” By 6pm, I decided to go to the location myself. I asked Jasmine who helped me in the morning, “Is it fixed ?” “No, it isn’t. But it’s definitely leaking” So it took 4 appointments over the course of 6 months and approximately $400 spent on 8 uber rides back and forth to the dealership and the issue still isn’t fixed. At this point, I’ve realized that I can not rely on this location. For one, they can’t fix a simple leak. Two, they lack basic communication skills. If you want your vehicle to be fixed and your time is valuable, you should find a different Ford dealership.

Taylor M

★☆☆☆☆

2 years ago

I've been coming to this dealer to get various vehicles serviced since 2008 or so, and since covid hit my experiences with this dealership have been worse than any other dealer or repair shop that ive dealt with in the past 25 years. I'd go as far as to say its the worst customer service/experience I've ever encountered with any business. I've had headache after headache dealing with this dealership (example: took over 6 months to get replacement parts for a new truck that required me having to come in to talk with the parts department every couple of weeks to get updates/eventually have them reorder the parts so they actually showed up--for what its worth the parts department guy jared (i think) is great), but my latest experience will be my last with ourisman. Made an appointment two weeks out to get recalls done and to diagnose a bad sensor that was creating issues/throwing codes. I drop the vehicle first thing after labor day and am told they may need to keep it until the following day, which is totally fine. Following day comes around and no updates, so I call and am told ill get a call back. 3 hours later i call back again and am told that they're busy and they'll make sure my vehicle gets taken in for work the following morning. Following afternoon I notice on the ford app that my vehicle has not moved from its space in the lot since i dropped it off. Call again... this time i sit on hold for 30 min to eventually be told by the service advisor that the truck is being worked on as we spoke. I asked for an update the following day as I needed to make sure i got the vehicle back before the weekend--I was told I'd get a call back. I check the app and I notice the vehicle has been moved closer to the service bay which i take as good news. Well friday afternoon rolls around and the vehicle hasnt moved and i havent gotten a call back. So i go to the dealer and retrieve the vehicle then schedule an appointment with a competing dealer the following week. After the weekend I go back to ourisman to get my spare key. I walk up to the cashier, politely say hello to find the employee heads down coloring with colored markers. Without even looking up I get a begruding "hi" in response. I explain that I'm back to retrieve my key for a vehicle that hasn't had any work performed and hand over the number that was hanging from my rear view mirror as proof. Based on her reaction, it was immediately clear they had no idea the vehicle was gone for several days. Very confidence inspiring. She retrieves the key and gives it to me without saying a word. With that, I will leave you with her masterpiece that I admired for the 5 min it took her to find the key.

Bilguun batsukh

★☆☆☆☆

5 months ago

I went to this dealership last week for a recall service. I waited there for about five hours, just for them to check my recalls. After all that time, they told me the parts weren’t available and that someone would contact me once they arrived. It’s been a week now, and no one has reached out. I even called yesterday and was told they would call me back — but still nothing. Every time I come to this place, there’s always some kind of issue. The last time I was here, I felt something was off with my car. The dealer said everything was fine, but just a few days later, during my state inspection, another mechanic showed me that my front right axle was leaking fluid. That clearly means it wasn’t fine when they checked it. Honestly, this dealership has completely disappointed me and wasted my valuable time. I’m really losing trust in their service.