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.