Ourisman Ford & Lincoln of Alexandria

They lost the keys to my truck and called me shortly before I was expecting to pick the truck up that the service had not even begun. I had to bring them a spare set of keys so they could begin the service. As compensation, we negotiated a 15% refund via check by mail. It took nearly a month of phone calls to attempt to get this refund check. In the end I had to go into the dealership to speak to them again about the refund check.

Their price was very good. It takes them 3 to 4 hours to complete the work. Their waiting area is clean. The workers are knowledgeable. They could improve on their shuttle service. It is way too long for customers to wait. The last two times, they have been slacking a little bit.

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Anthony has taken real good care of our cars. I will use them again as long as Anthony is there. Anthony Romano a service manager. He has moved back and forth from another company to Ourisman Ford over the years. The other company that he used to be at is less than a mile from my house and I’ve got to go all the way to Alexandria and down Route 1 to get to to where Anthony is now, but I will go there. I have had a service contract on my Mercury Sable. I have had a variety of different things done with regular service appointments over the years that I have had that car, since 2003. I am still driving it. The car has behaved very well, so I haven’t had much done beyond regular maintenance, other than tires replaced, windshield wipers. I had the windshield wipers replaced the same time I had the front-end work done. I have had other work done there, I am just not into automobiles, so I don’t remember. The first time I used them was when Ourisman sold their Mercury place, which was around 2009.

I would use them again in future.

I would use them again in future.

The mechanical servicing seems to be fine. The customer service is atrocious. Dropped my truck off at 715am for a tune-up that should have been completed same day. At 3pm, I got a phone call that they had lost my keys -- before any work had been done. I had to bring them my spare set to move the pace along otherwise they would have to cut a new set from scratch. They also had no idea they had the remote to the truck. They offered to replace my key and remote, but nothing else. I had to ask how they were going to compensate me for the inconvenience of a lost day and the time I took to bring them a new set. They balked at first and said they were making me a new set of keys. Obviously I would expect them to replace what they lost, but I asked again how they planned to compensate me for the inconvenience and the tech said "I'll see if I can get you a coupon or something..." The next day, it took two phone calls to get a status on the truck. On the first call I was told I'd get a call back in a few minutes. No phone call back. On the 2nd call, I said I am the guy whose keys they lost yesterday. The guy on the other end said "I think I got your point", he'll call you back in a few, and then hung up. Finally, I got a call back and my truck back around 530. They offered me a whopping 5% discount on over $2100 in work --- $115 for losing my keys, keeping my truck an extra day, and having me fight traffic two ways to bring my spare set out to them. Although in the end, my original keys "magically" reappeared.

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Their prices tend to be a little high.

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Although I did not purchase my 2015 Ford Escape from Ourisman, I contacted them for a service appointment  when I received a notice  from Ford that my vehicle was recalled. The computer system needed to be reprogrammed. On the telephone, they answered my call promptly and let me chose the appointment time and day that best fit my schedule. On the day of my appointment, it was easy for me to find where I needed to bring my car, I was greeted immediately by a friendly face in a spotless service bay, assigned to a representative - Jason, who clearly explained what was going to be done to my vehicle, approximately how long it would take (which matched what I was told on the phone), escorted me into their clean and comfortable waiting areas - one quiet, one with telephones and offered me donuts and coffee.  He checked back with me when service was completed to tell me my vehicle was being washed and came to get me when it was time to leave.  The overall experience was pleasant and professional.  I think it is funny but true to admit, that I wont mind coming here any time my vehicle needs servicing in the future. 

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I take my car for service every 10,000 miles. I scheduled them up and I will be using them again. The know my car and know what the mileage is. My know my call an always get me in quickly. They do the job and I am satisfied with them

Ourisman is the best! I trust them totally to take care of my vehicles and have for over 30 years.

The work was done very professionally and staff was attentive and polite. A good Experience

I have been using Ourisman Ford's service department since 2005 and I have purchased two new vehicles from them. I am happy with the quality of their work and have never had any problems scheduling a service call. They always call with a detailed estimate and recommendations and I get to decide what I want done. Occasionally, I feel like they are trying to get me to have service items done that are not in the Ford Scheduled Maintenance guide. I only have work done that is called for in the maintenance schedule or repairs that need to be done.

The service associate checked on my request to assess problem with check engine light. I was told that my fuel line leaked and a valve would have to be replaced. The estimated cost would be $920. I asked when it would be ready and was told the parts would have to be ordered and it would be ready in two days. I two days I was notified that a mouse or something like that had eaten through my fuel line and it would cost another $900 to repair this problem. I was rather alarmed by this added cost after I had received an original estimate for the repair. I was flabbergasted to say the least. When I asked if there is anything else wrong? I was told there is approximately a 99.5% chance that the repairs would solve the problem, but there is no guarantee that might not be more problems. I am out over $1900 for a check engine light issue that was improperly diagnosed the first time. All I can say is beware of this organization!

Ourisman Ford and Lincoln of Alexandria is where we purchased the car. I haven't had any problems. The vehicles we have are relatively new so they are any repairs or anything that need to be done just the general maintenance and they care of it and no problem. They treat us fine. They seem to be very friendly and take care of you right away and get you in and out quickly. I think that was a couple of month ago for the car maintenance. It was under the maintenance care program so there was no charge.