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Business Profile

New Car Dealers

Ourisman Honda of Frederick

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/21/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Back on May 7, 2024, I took my 2006 Honda Ridgeline to Ourisman Honda in Frederick, ********. They completed service on my vehicle which included new brakes and new CV axles to pass Maryland inspection. The services they performed were very unsatisfactory. I reached out to not only the service representative (***** ******), but the General Manager (*****) of this Honda establishment, as well as corporate Honda, but these issues have yet to been resolved. I have even taken my vehicle back to the dealership to point-out the issues. With these continuous problems I have had with the services they performed (more shaking of the front axles, and weird noises while breaking with only minimal mileage put on the new brakes), I took my truck to an independent repair shop (********* Garage of *********, **). The mechanic at this establishment notified me that the new axles that were previously installed just 10 months before, had already went dry-rotted which was causing the noises I was hearing. I was also experiencing additional issues with my brakes, which started to freeze and seize on me, requiring immediate intervention by *********. They informed me that I again needed new brakes after just 10 months because they were not lubricated correctly, nor were pins properly installed. To my surprise, I was also informed that the parts used by Shockley/Oursiman Honda were not Honda genuine parts either. My understanding was that after paying almost $4,000 at this Honda dealership, I would have received Honda genuine parts.I did receive a message from the manager of the dealership stating that I could come back to have my concerns again looked at, but unfortunately, I do not trust their ****************** after the shoddy work and misrepresentation they have previously done. Additionally, I request an investigation whether I was charged for Honda genuine parts which were not installed in my vehicle as they used other cheaper parts.I also have videos to support my case.

    Business Response

    Date: 03/21/2025

    The matter was discussed with Mr. ********* on 3/21 at approximately 12:10pm. Similar to our previous attempts to resolve back in August upon receiving 1 star ****** reviews, we stated that we stand behind all of our work and 100% make things right to that affect. As Mr. ********* was not willing to revisit the dealership for his concerns to be addressed, he opted to have issues repaired at another facility. All repairs otherwise would have been warranted by the dealership against defect or workmanship.

    As a resolution we have agreed to refund Mr. ********* $966.52 for the failed portion of the work performed on May 7, 2024. Mr. ********* was accepting of this offer, and this concern is closed at this time.

    Thank you,

    ***** *******, General Manager

  • Initial Complaint

    Date:09/27/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We bought a 2021 honda accord (also 2013 accord from Shockley in 2013) and since purchase, the rear brakes have a horrible squeal after sitting for a while and only when backing up. We brought the vehicle in for service regarding this issue and were told it's normal and no problems were found. The squealing never stopped and we just turned 30,000 miles. It's an embarrassing and annoying issue. After researching this problem online, it appears many other owners of same vehicle are having the same problem. Link will be posted below. This issue should be a honda recall but I have not seen any effort from honda to cure the issue. Some owners were able to fix the problem by replacing the rear brake pads with akenono pads. This should be done as a warranty fix but dealerships consistently take the position that it's normal and not a problem. I've never had this problem before and have owned honda accords since 2005. See following url for other owner experiences. ****************

  • Initial Complaint

    Date:05/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Jan 2022 I bought a new Honda from ******** Honda in ****************. I was in the middle of chemotherapy and Cancer treatments when a dump truck hit me from behind on rt 70 and totaled my car. ******** was the only Honda that could replace my CR-V at that time. I was not driving much due to the Cancer, but took my car in for its first oil change at 5308 miles at my nearest Honda - Shockley in Frederick in Aug. 2022. No issues. Oil changed. In Nov. 2022, quite suddenly all the lights came on my dash and the car stopped in the middle of the road. Honda Care towed me to the nearest Honda- Heritage Honda of ***********. They couldnt find what was wrong, sent me home in a rental, and in the coming days called to say they found a round plastic piece of the oil filter cover in the engine that ruined the engine and I would need a new one. Shockley insisted on doing it there so it was towed to Shockley. They admitted it was the techs mistake in how he removed the filter covering, and put a new engine in. I was afraid to return to Shockley so for my next maintenance I went to Heritage Honda of *********** on June 28, 2023, where oil change and routine maintenance were completed at 9097 miles. On Feb 23, 2024 I took my car back to Heritage Honda for a routine maintenance. I was told there are fluids everywhere and something is very wrong. I asked if this was related to when the new engine was put in by Shockley. She said most likely. I went home in a rental, yet again. In the coming days I was told that I would need a 3rd engine! It is going into the 3rd month and my car is sitting out at a dealership without an engine rather than in my garage! I paid $34,O51.80 for a brand new car and I am months in a rental - delivery dates for an engine have been postponed 3 times. The next date is June 4th and who knows about that. Honda dealerships have been the only ones to do maintenance on this car - and ruined it! I need them to keep it and provide me a new CR-V EX as I bought.

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a 2019 Honda Accord from Shockley Honda in July 2022. On or about October 8, 2022, the radar camera which controls some of the functionalities on the dash malfunctioned. I took it to Lee High Valley Honda in PA, and they diagnosed the vehicle and stated it was a maintenance issue, I was charge approximately $643.00. After this repair, this occured a second and a third time, which I brought it back to Lee High Valley Honda. The third repair was February 1, 2023. Although the dealership is able to repair the vehicle, the repair appears only to be temporary and I have been subjected to lost time from work to visit the dealership for resolution. I am seeking for the dealership/Honda to buy back this vehicle under the "Lemmon Law" and I further am seeking a refund of the original expense for the repair, since the dealership discovered this should have been under warranty, which all subsequent repair for the same issue were covered.

    Business Response

    Date: 02/14/2023

    Your servicing Honda dealer, as mentioned in your complaint (****** ****** *****), would have to resolve this complaint since all repairs were made at that facility. 

    Customer Answer

    Date: 02/16/2023



    Complaint: 19349467



    I am rejecting this response because I purchased the Vehicle from Shockley Honda and issues started to arrive not even 3 months after the purchase. Additionally, the vehicle had a grille modification when purchased which ****** ****** ***** had stated could potentially be part of the problem. 



    Sincerely,



    Kolbey Woodard

    Business Response

    Date: 02/20/2023

    Since repairs were made at ****** ****** ***** and that dealer stated the original repairs should have been completed under warranty, then it would be ****** ****** that would need to field this complaint. Shockley Honda never saw this vehicle in our shop for any repairs since purchase. 

Ourisman Honda of Frederick is NOT a BBB Accredited Business.

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