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November 2023 by Khenny B.
my car had an engine problem, William helped me get it fixed after few people from the service department told me there was no way to get it fixed . Williams was very nice , calm , understanding and very helpful. he deserves a promotion. he is exceptional. i have been on this issue for months and after I spoke to Williams he made sure he helped me
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October 2023 by Ava O.
I made an appointment at this dealership to get my Hyundai looked at for some noise. I got a call the same day that the vehicle is ready. After a few hours of driving it the sound came back. I brought the vehicle back on Wednesday 10/25. Today is 10/30 and my vehicle is still at the dealership. Every time I call they say the tech has been working on it but I know for a fact they haven't because of my bluelink app. I know when there's someone in the vehicle. I'am starting to loose my patience as days go buy with no update. I tried calling again today and no one is answering the phone. This is the worst dealership I've been to and they don't do business really well.
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October 2023 by Luca N.
12:00 appointment for an oil change. Arrived on time and told it was a wait of about 3h. After about 4h received BlueLink notifications that my car door was unlocked; no updates from the service staff, and in fact most of them had gone home. Online service tracker not updated. Another hour and went to ask for my key and leave (whether service done or not) and came to find out it was complete but nobody knew how long it'd been done for. Judging by BlueLink alerts I'd probably been waiting needlessly for about 45min (assuming you don't count a 3.5h wait for scheduled service " needless ").
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August 2023 by Amy C.
We drove an hour from Arlington to this Ourisman location to test drive a used Honda CRV that my husband and I had seen online. I was still in mourning; my Acura RDX was totaled after a giant tree branch fell on it. When we walked into this dealership, I didn't think we would find my next car that very day. We were on a very tight budget, and the loss of my car was the last financial burden we never wanted to deal with.My husband and I were very willing to walk away and wait until Labor Day weekend. What can I say? The sales guy, Ricardo, was very good at his job. "The manager" was also willing to negotiate. After Ricardo disappeared into the back about 5 times, I felt like I was in an episode of "Deal or No Deal." Ultimately, both sides agreed on a number that was fair.Unfortunately, quickly after driving the car home, a couple of issues surfaced with the car. First, the air conditioning wasn't working (and this was in the middle of July with 90-100 degrees) and there was grinding noise every time we started up the car.While the car was under warranty, we took it back to the dealership and they fixed the air conditioner but told us that we were on our own for VTC actuator (the grinding noise). After some angry phone calls from my husband, the dealership finally agreed to fix the actuator at a discounted rate. All in all, I wasn't happy about having to take the car back up to Laurel more than once. However, between the low mileage on a used 2011 Honda, the excellent work and communication from the garage, and fair terms from management, I would say we got a great deal from this dealership and I would recommend it to friends.
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August 2023 by S D.
This is a fallow up on my last review. They responded to the last review with call the manager Hess. I did multiple times and couldn't ever get a hold of him. They owed me a painted bumper and fix the air conditioner. Never painted the bumper and the air conditioner still doesn't work. They said not their problem. My temp tag has expired and probably won't ever get the permanent tag. I guess it's time for a law suit unfortunately. DO NOT BUY CARS FROM HERE. Worst dealer I've ever been to. This is only the second review I've ever wrote. The first review was for this dealer.
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August 2023 by Michele A. A.
Last Tuesday (Aug 1, 2023), I took my car to the Ourisman Hyundai in Laurel, MD because my Hyundai Tucson SE was making engine noises and rattling. At first, everyone appeared professional and assured me that the car will be evaluated and an update will be provided. For two days, I did not receive an update. I called and no one answered. On August 3, 2023, I met with the Assistant Service Manager, Njoqua (Pumpkin) and explained my concerns. She stated that she was unaware that my car was on the lot. I provided a detailed account regarding the persons (Sid and Vince) who witnessed the SUV stalling and the loud noise. She called Sid to verify the information. She was not hospitable or empathetic about my experience. She did not appear concerned that the vehicle has been on the lot for 3 days without anyone completing an assessment and providing feedback. Njoqua stated she will look into the situation and return my call later that evening. I did not receive a telephone call from Njoqua, and I decided to call Hyundai Motor America National Consumer Affairs and filed a complaint regarding my experience with Ourisman Hyundai Laurel, MD. Information was provided, and I was assigned a Case Manager to assist with finding information or resolution regarding my situation. On August 4, 2023, after several phone calls to the Service Manager, Mr. Goldberg, I expressed my concerns and noted the lack of customer service provided regarding this matter, including the fact that no one knew about my SUV on their lot. He did not offer much information, other than, Vince was ill, and that he placed the information in the computer, and that, Njoqua "(with her wicked nails") must have pressed the wrong keys and was not on the right computer screen. He proceeded to ask what was the problem with the car. I explained it to him, and I informed him that I filed a customer service complaint. Mr. Goldberg stated that he will give me a call mid week. I inquired about a loaner, and he stated that loaners are provided once an authorization has been received. I communicated the above information to the case manager, Christina, who obtained the information and made efforts to assist me. On Wednesday, August 9, 2023, I did not hear from Mr. Goldberg, and Christina attempted to speak with the Ourisman Hyundai Laurel, MD Service Department. She was informed by the customer service representative/secretary that no one is available to speak with her. She experienced first hand what I experienced since taking the car to that establishment on August 1, 2023. I informed Christina that I had an August 10, 2023 appointment with another Hyundai dealership in Gaithersburg, MD. Christina worked with me and contacted the dealership and confirmed my appointment. On August 10, 2023, I called AAA to tow the 2018 Hyundai Tucson to the Gaithersburg dealership this morning. At the Ourisman Hyundai in Laurel, MD, I was surprised to see my car parked in a remote lot (Z) against a fence. There were no cameras in this area and anyone could have stolen the car! Again, Njoqua and Mr. Goldberg did not offer apologies or made attempts to work with me. I was greatly disappointed in the manner that I was treated.I'm not sure if the Ourisman Family/Owners are aware of the practices that occur at the Ourisman Hyundai Laurel, MD franchise, but they should become more observant regarding their management team. The Service Department management and staff requires customer service training and education to better assist customers, including an understanding of business development; and how unprofessional practices results in loss profit for a business. Transparency is important and allows for the consumer to make the best decision(s). Again, I was greatly disappointed by the Ourisman Hyundai Laurel, MD Service Department's lack of professional courtesy and honesty. I will never purchase another vehicle there, and I will never take my car there to get serviced. I would caution those who are reading this message to do their research before making a purchase at the Ourisman
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February 2023 by Noah P.
DO NOT BUY A HYUNDAI FROM THUS LOCATION! Won't honor warranty for a tread piece in a brand new Ioniq 5!!!! BUYER BEWARE!!!! Hi y'all, not only did this dealership fail to order and paint the part (despite confirming that they did). They also claim that a tread piece in the back of the car is there for aesthetic reasons, not as an actual step. Therefore they don't want to replace the part under warranty. Turns out the step, that is clearly marked as a step, isn't a step at all and will break if any pressure is on it.
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January 2023 by Raychel L.
They rip you off. Do not come here!!!! They told us a price to fix it they didn't fix it and still want charge us the same price as fixing it .
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January 2023 by Sonya D.
If ever booking an appt was a mistake! My parents had a recall on their car so I made an appt last week for the first available. I arrived about 30 mins before my appt time and walked in to a customer expressing his dissatisfaction with their lack of communication. He was upset because they had his car a week and hadn't look at it. There were three service reps inside total. One on the phone calling ppl to reschedule their appt from today and the other one pecking away on his keyboard. Not one of the 3 greeted me to say Good Morning or even Happy New Year.After 10 mins the one rep who was calling customers to reschedule asks me my name, appt time and what was I scheduled for. He said it would be 4-6 hours before they could pull it in. I told the guy... ok you can tell the steward to remove the service hanger and bring the key because that's too long with an appt. I thanked him for his honesty and pulled off. Apparently this location is notorious for delayed service appts. Smh
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December 2022 by Bret W.
We decided to work with this dealership due to proximity but it was a huge mistake. I highly recommend you drive a little further to work with another Hyundai dealership if you want clear communication, trust in the service and timeliness for the job to be complete. We haven't had our vehicle for over a month and we are not clear as to why. Mike, the manager, initially indicated that our repair may take as long as a week. As the timeframe came to an end, we expected he (or his team members) would call to provide us an update. When he didn't, we expected he'd answer our calls. He didn't do that either. With multiple voicemails and calls, we realized he ghosted us. His team called us to indicate our car would be ready several times and each time not only was the car not ready, but they didn't communicate or explain the reasoning for the hold up. We have word that the car is now ready. However, we have no confidence in this dealership and we will take it to a different Hyundai dealership for inspection. I wouldn't trust the safety, value or service from this location.
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November 2022 by Stephanie B.
We have had three of the best experiences purchasing cars with Ourisman Hyundai of Laurel. mostly due to Nick Cutlip. Nick has found us the exact cars we were looking for, he ensures us a quick and painless process, and always in a professional way! The financing office has been equally as good to us. Never any pressure and always with a thorough explanation. 10 out of 10. Thank you Nick for always taking such good care of our family!!
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October 2022 by Del L.
If I could give 0 stars I would. My vehicle has been in their shop for 6 weeks without being looked at. Extremely unresponsive and unprofessional. STAY AWAY
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July 2022 by Cynthia L.
My 14-year-old Saturn's transmission finally gave out last year, so I had no choice to but to buy a car ASAP. I knew I wanted a Hyundai so I went to the dealer closest to me. Due to the pandemic and supply chain issues, inventory was extremely limited. I did find a sedan I wanted. Even though I was ready to buy, I still got the extremely hard-sell treatment, ironically not from the salesman but from the manager and the finance coordinator (who was really very pushy). I spent an awful 4 HOURS at the dealership. As for service, it has been mostly ok. I have been able to get appointments and the service (preventative) that I needed. However, I had an appointment recently for a recall remedy, which I clearly stated when I made the appointment. When I arrived at the dealership, my car was taken into the service are and I was ushered into the waiting area. I waited close to 30 minutes when I was told oops- we are out of the parts. So basically, I wasted part of a day I took away from work, only to have to reschedule and again take time away from work to get the repair done. The only redeeming factor is one of the service coordinators who goes by the name Pumpkin. Without her, I think the place would really fall apart. Outside of this, I really like my Hyundai.
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June 2022 by Sidney H.
I got a flat on I-95, needed to get two rear tires replaced because of it, and was towed to my nearest Hyundai which was luckily this one. When I dropped my car off I was told by the service center that while they would open until 6:00 PM, the rest of the dealership would be open until 9:00 PM--the latest they told me that I could pick up my car. I arrived at 8:30 PM and was promptly told by an associate that the service center was mistaken and that the Cashier leaves at 8:00 PM. He told me that the only thing that could be done was to come back tomorrow at 7:00 AM when the location opened. I was honestly a little devastated-- I'm not from the area and was dropped off by a friend, so I was beyond grateful when Bijan and Ben stepped in to help me when Bijan saw me trying to look for a person in the Cashier area anyway. He got Ben to process my card for me, brought my car to the front, and because of them I was able to get home last night (and sleep in this morning). Thank you both so much!
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May 2022 by Brad Ricucci
Jerome took great care of me and my son as did Rick the sales manager! My son loves his new Elantra sport!!
