Ourisman Volvo Audi of Frederick

Audi service department is fantastic. I have been here several times and both myself and my car leave happy. Reasonable pricing and always clear about work being done.

In May 2023, I purchased a used Audi Q5 from Ourisman Audi in Frederick, Maryland. While my overall buying experience wasn't the best, I must commend my salesperson, Michael, for his exceptional service. However, my encounters with the service department have left much to be desired. Unfortunately, my interactions with most staff, including Ray, have been marked by a sense of disinterest, abrasiveness, and a lack of basic knowledge about the Audi brand. The only exception seems to be Flo, who stands out as someone genuinely caring in the service department. During my first service visit, despite providing detailed instructions online, the staff appeared clueless about my requests. Even a simple directive to avoid the car wash was overlooked, and my vehicle was returned dirty after the service. Recently, when I called about replacing a lightbulb, I encountered the same abrasive attitude from Ray. Despite my efforts to explain the situation and my thorough research using the official Audi parts website, Ray's response was dismissive, stating, "I don't know much about these vehicles, I don't work on them." While I understand that service advisors may not be technicians, I expect a basic knowledge of the brand they represent and a more customer-centric approach. After multiple negative experiences with inexperienced and unsympathetic staff, I feel compelled to share this detailed review. I hope that someone within the Ourisman group takes the initiative to hire and train staff in their service departments to uphold essential customer service standards.

For clarification, I have not serviced or purchased a vehicle from this dealer. My experience is with the presales. I found a used 2020 Mini Countryman. Reached out on Wednesday and worked with Devon to set an appointment for Saturday afternoon to see the car. I live 200 miles away in Virginia, so this was not a jaunt down the street. Saturday morning, I loaded up the family and headed out. At about 11 am, we got a call from Nick the sales manager confirming we were coming out. Told him yes and Nick said the car would be cleaned and waiting when we arrived. Once we arrived a little after 2 pm, I was told Devon was out on a test drive and would be back shortly. And uh, he was test driving with another customer in the Mini I drove to test drive. We waited for 30 minutes for him to return. When Devon approached me, he said I could go look at it, but he had to run some numbers for the other people. Devon said that just because he was running numbers for someone else, doesn't mean a deal would happen. I told him we didn't drive 200 miles on a Saturday to deal with these tactics, we had an appointment to see the car and this was not right. I was then told that the cars are first come first serve. The other people arrived 10 minutes before our appointment! He then proceeded to lie about calling and texting me while my family just stared at him in disbelief. Not once did we get a call or text from him or the dealership after the conversation at 11am. At this point, we had had enough and we decided to leave. Devon was trying to get us to stay, but there was no way I would ever do business with this dealership after this treatment.

I am so disappointed at this dealership. I purchased a 2023 Audi Q7 and my experience with the salesman was pleasant. However, after the purchase things got really bad. First, the wireless phone charger does not work properly. I called the dealership, and I was given the most ridiculous respond. I was told that only use the wireless charger when the phone is at least 80 percent charged. I thought I was having a nightmare when I read the response but actually, I was awake. I was also told that at times cars have recalls and this is a problem they are trying to fix. Then I asked, why I was not told about this issue before I purchased the car, I was shown that the car had wireless charging but conveniently the part that the charging station does not work was left out of the walkthrough. Then it came time to do the first service and the dealership refused to fix a trim part that the car came with that was popped open with the excused that looked like I or something got caught in it. Trip pieces should not come out, especially on a 69,000-dollar car. Buyers, be aware of this dealer and the Audi brand. I regret so much buying this expensive vehicle that came with so many problems and is given me so much headache. The quality of the car is bad and with the price tag I recommend just buying something else. I should have received all the information pertaining to the car before I purchased it, instead, I felt I was taken advantage of. I will never purchase another vehicle from this dealership and especially I will never purchase an Audi vehicle.

We had an excellent experience with the repair of our Volvo. Andre is always very responsive. He even arranged for a loaner vehicle at short notice.

Sales and service have been great. Service Advisor Kate is wonderful! She’s very client oriented and a great communicator. Always offers us our options for required service and recommendations for best practices for service.

Never had such a great experience when purchasing a new car. Can't say we had any problems from our salesman Tony to the general manager. Very straightforward. If your looking for a new or used car, you can't go wrong.

I had an extremely disappointing experience with Ourisman of Frederick when I purchased a used car from them about a year ago. The vehicle they sold me turned out to be an absolute nightmare, and I've had to shell out over $5,000 in repairs within just one year of ownership. When I contacted Ourisman of Frederick to discuss these problems, their customer service was lackluster at best. They were dismissive and unresponsive to my concerns, leaving me to bear the financial burden of repairing their shoddy merchandise. Even after spending a small fortune on repairs, the car still feels like a ticking time bomb, waiting to break down at any moment. It's disheartening to think that I invested my hard-earned money in a lemon from this dealership. I understand that used cars can have issues, but selling a vehicle with such glaring defects and not taking responsibility for it is simply unacceptable. I feel taken advantage of and would strongly caution anyone considering purchasing from Ourisman of Frederick to think twice. In conclusion, my experience with Ourisman of Frederick has been incredibly frustrating and costly. The car they sold me has been nothing but a money pit, and their lack of accountability and disregard for customer satisfaction only adds to my dissatisfaction. I cannot in good conscience recommend this dealership to anyone seeking a reliable used car.

One word to describe Ourisman Volvo Of Frederick: superb. fantastic, friendly, prompt, efficient, competent…well that’s more than one word, but they’re all true. Can’t thank Kate and the Ourisman team for solving all my GPS issues while on vacation! You saved the day! Thank you!!!

Overall, I had a pleasant buying experience. When I first visited the location, I wondered around in the office for almost 10 minutes before anyone greeted me. The initial test drive process etc with Michael was professional and overall good experience. I went back around 4-5 days later to finalize paperwork and purchase the vehicle. The process was a breeze but felt extremely rushed. After all of the paperwork was signed, it was as if I wasn't even a customer. There were a few small things that arose that seemed to be an extreme bother to the sales team and even manager. When trying to inquire about access to the phone application for the vehicle I overheard a very unpleasant response form the manager who seemed to be bothered by my request. Which made me feel extremely uncomfortable. I did have one issue with the vehicle that was noticed just after purchase that was handled swiftly and professionally by the service department. Fran in service is amazing and will make sure you are taken care of. I would give my overall experience a 3/5.