Ourisman's VW of Laurel Complaint - AWFUL CUSTOMER SERVICE
I purchased my car from Ourisman’s VW/Honda of Laurel dealership and have only utilized the services of the Laurel Service department (3371 Ft. Meade Road Laurel, MD 20724). After my recent customer service experience with Paul Carroll, I will NEVER use the services of this service department again. For a $31.88 oil change, Mr. Carroll’s unprofessional and belligerent behavior will cause the Laurel service department to lose a customer that had every intension on continuing servicing through this department for the life of her 2005 Honda Accord. I purchased my car in 2005, and have completely paid for the vehicle, so the $31.88 wasn’t the issue. Having to be exposed to such an awful and negative experience with Mr. Paul Carroll has deterred me from ever using this department’s service again. Also, I plan on voicing my complaint on several automotive review sites (http://www.yelp.com/reviews, www.my3cents.com, http://www.planetfeedback.com) to hopefully deter others from utilizing services there as well. I plan on discontinuing my service with this department and will be requesting my service history so that I may continue getting servicing elsewhere.
Terrible Customer Service Experience
I just completed a visit with the Ourisman's VW/Honda of Laurel service department. I purchased my 2005 Honda Accord from the Ourisman’s dealership 2 years ago. I have been getting my car serviced solely from this location. I was told that as long as I get routine servicing through this department, I would qualify for free oil changes. I currently have 35,000 miles and dropped of my car for this oil change. I have been coming in every 5,000 miles for the routine oil changes. I spoke with Paul Song on Friday, June 22, when I dropped of my vehicle. He stated that the computer records indicated that I also need to replace my front brakes. I asked that they just perform the free oil change, and that I would hold off on the brake change at this time. He looked in the computer and told me that the gentleman that assisted me in the past put my last servicing in as an itemized servicing instead of the 30,000 servicing, which was incorrect, and that I did qualify for the complimentary oil change because I got all my routine servicing there. I signed off on the sheet and left for the evening. As a young female, I sought the advice of some others regarding replacing the brakes and a recommendation was made for me to get the percentage used on my brakes to determine if a brake replacement was indeed a necessary expense at this time.
When I entered into the servicing department on June 23, 2007, Paul Carroll was behind the counter. I indicated that I was here to pick up my car that just had an oil change. Paul rudely pointed me in the direction of the cashier. I then explained to Paul that I also had a question regarding the percentage used on my brakes, because I was considering completing the recommended brake replacement. He said extremely short and rude, that my brakes weren’t checked this visit. I explained to him that this was a recommendation from my previous visit, and he proceeded to check my records and told me that my brakes weren’t checked then either. I asked him to check the computer history, because they gave me a quote when I dropped my car off for a recommended $330 brake replacement. He annoyingly gave me my keys and went to my car, ducked down to check the brakes, told me that I had 50% on my front and 75% on my back brakes. I decided to hold off on further discussion of the brake replacement. I went over to the cashier to sign for my oil change, he asked for $31.88. I indicated that this was the routine free oil change. He referred me back to Paul. I told Paul that there was a mistake with my bill that I was here for my routine oil change that was complimentary since I purchased the car here and received the routine servicing. He asked for something in writing indicating this. I told him this was the first time that I was ever asked to produce something in writing. I told him that I had my stamped maintenance booklet that indicated that I received all of the routine scheduling. He said that he did not need this, that I needed something in writing indicating that I get free oil changes. I asked him to check my service history and that I had received the complimentary oil changes here since I purchased the car. I told him that I spoke with Paul Song when I dropped the car off who indicated that the service would be free and that the service repair man before him incorrectly entered my last servicing as itemized items, instead of the group 30,000 servicing. Paul Song told me since I have been getting the routine servicing that my oil change would be complimentary. I asked if Paul Song could be contacted, Paul Carroll said no. I asked if he could look in my history and check to see that every 5000 miles, I’ve been here and received the complimentary oil change. He proceeded to print out my 20,000 servicing that I paid ~$180, which included a oil change, and said that I paid for an oil change then. I told him that he was being ridiculous, by suggesting that I paid for this oil change which was a part of the routine servicing, and that I had never received such distasteful service from this department. I indicated that he would be losing a dedicated customer, over a $31.88 oil change, and he appeared indifferent. Paul Carroll was extremely rude from the time I entered the door and I hope that he receive some customer service training in the future. Unfortunately, Ourisman’s VW/Honda of Laurel will be losing a customer and I hope that others will reconsider receiving automotive servicing at this department as well.