Complaints

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.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My 2016 Honda CRV has been at Ourisman Honda **************** in Laurel, **, since December 2nd, 2024.The repair was paid for by ***********************. The repair was for the driver side window and steering airbag. They keep postponing the completion date. They have been telling me that the airbag is on a ************ the meantime, I have been using a rental vehicle. So far, I have spent over $1500 every month. I have asked them to get my car back. They refused to do so. They moved the repair date again to June 12, 2025. At this point, I do not have any options left. All I am asking them is to get my car back. I will do the repair by myself. Or give me a loaner vehicle while I am waiting. If they refuse, I am going to take them to court.

  Business Response

  Date: 04/24/2025

  attached

  Customer Answer

  Date: 04/30/2025

  I am not going to sign any legal document to get my car back. I am also asking them to compensate me for my financial hardship and distress. It looks like BBB has sided with Ourisman Honda.

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Contacted ***************** about cancelling ************* contract number ************, I had on my 2023 Honda Accord because the car was refinanced through SECU of MD. ************ sent the money on 1/3/25 back to Ourisman Honda of Laurel Accounts ************************ per the request of a ***** *******, which I emailed with no response. This money is sitting somewhere in the account at ********************** when I call no one answers, I have left voicemails no one returns calls, and I am out $739.84, which shouldve came directly to myself or my auto account at SECU MD, WHICH IS THE SOLUTION I AM LOOKING FOR.

  Business Response

  Date: 03/14/2025

  Good Morning.  The client and the General Manager of the store did speak and resolve.  You can close this file.  

  Thanks!

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This complaint concerns a used car purchase at Ourisman Honda of Laurel
  - Purchase date was 14-Dec-2025
  -The Temporary Tags has expired so car can't be driven
  - Ourisman representative (Logan, Finance Manager) states Ourisman needs a copy of previous owner drivers license and power of attorney signed to remove trade out of the previous owner name. This means they can process for permanent tags (in this case the tags will be registered in North Carolina) and they can't extend the Temporary Tags expiration date which has passed (expired 5-Feburary-2025).

  Business Response

  Date: 02/10/2025

  Attached

  Customer Answer

  Date: 02/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Ourisman Honda of Laurel should offer some financial compensation for one illegally selling a car without the title and secondly not being able to drive the car for 7 days (6-Feb-2025 thru - 12-Feb-2025). My mother had to pay people to take her to grocery shopping and to handle other errands! She should be compensated the cost of a rental car for those 7 days, that's the least they can do!
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Received unsolicited text message from Richard H*********, a manager at Ourisman Volkswagen at nearly 9pm asking me to bring my vehicle in for service. I’ve never heard of this person or dealership, and in fact they are nowhere in the city of San Antonio Texas. Rather, they are half a country away in Maryland.
  
  This happened several years ago as well and I was assured by their service manager, Scott M*********, that my number was removed from their system and I would no longer be pestered with unwanted messages. This lasted several years but today alas they have resumed their unwanted, unsolicited, and unwelcome messages. This needs to stop immediately and permanently.
  
  As a former sales manager myself I’m aware dealers sell customer data to marketing firms who bombard customers with mail, texts, calls, and emails using the logo and the name of the dealer, and when customers complain the dealership feigns ignorance and claims they didn’t send anything because it came from a third party.
  
  So, not only do you need to remove my number from your system you also need to tell the third party marketing company to whom you sold customer data to cease and desist messaging my number and remove my number from the data list. This dealership obtained my number from someone other than me without permission has profiteered off of selling it to a marketing company. Stop it immediately.
  
  The sender number has been blocked however I’m aware of robo-callers simply cycling to a new number in order to continue pestering people who don’t want the unwanted messages. Confirmation from the dealership that my number is removed permanently would be appreciated.

  Business Response

  Date: 09/06/2024

  Dispute Resolution Team,
  
  I have double-checked our system and confirmed that Mr. ******* has been removed from our
  Customer RelationshipManagement (CRM). We do not purchase data from outside sources for
  marketing purposes, so it is likely that this was an input error. If there is anything else we can
  assist with, please let us know.

• Initial Complaint

  Date:06/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  June 10, 2024
  • Insurance claim body collision work to my vehicle from a strong impact on the passenger side of my vehicle. The impact was a direct hit from the rear of another car and strong enough that my car was not in its lane once impacted and both doors had to be replaced due to the damage of the steal in the doors which is what protects me in a collision.
  • Once body repairs were completed no notation on receipt that the vehicle was taken to service side for any possible damage that was not seen by the eye.
  • I initially drove my vehicle home and when doing so I felt the alignment off in the front and some vibration. I called Ourisman with my concern , I had to come back and do a test drive with the Body Collision Manager, David. During the drive David was very a matter of fact” stating there was nothing wrong with my car, he did not feel anything wrong, and it was a superb vehicle and drives like new. He was speaking down to me showing definite irritation that I was questioning/challenging him. I explained what I was feeling once again and that due to the substantial impact. David stated I was wasting everyone’s time, energy and money but I can bring the car back if the insurance company approves it. ***** had no issue even though he presented that I was insisting & he didn’t agree.
  Third time I returned to Ourisman to bring it directly to David so he could get it in and out. 90 minutes later to the minute as David said returns with pics on his phone to show. An alignment could not be done properly due to damage to front right strut on passenger side, but he felt the damage was already there & no way had nothing to do with accident. I had no issue with front end of vehicle prior to incident. David submitted to insurance company with notes of his opinion of previous damage instead of accepting his error that a service tech look was needed to begin with that a service technician look was needed. No one from service ever spoke to me, David sent me on my way.

  Business Response

  Date: 06/12/2024

  Dispute Resolution Team,
  
  
  On 05/17/2024, we provided an estimate for Ms. ***** ******** for her 2016 Honda Accord bearing the VIN
  ending in ********. This estimate was approved by *****.
  
  Ms. ******** picked up her Accord after the repairs were completed. She later reported experiencing a pull
  and vibration. In response, we requested a supplement for additional work. Our service department performed
  an alignment and recommended some additional work that might be needed. Please see the attached repair order
  for details.
  
  We have completed the original estimate and the supplemental work as approved. We are more than happy to
  perform additional repairs if ***** authorizes them. However, at this time, no further repairs have been
  approved.
  
  Very truly yours,
  
  Robert C***
  General Manager

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have two issues with the response from Ourisman Honda. 1) The Body Collision Manager, David T****** stated to me that the alignment was attempted but could not be complete due to right front strut and right rear control arm needed to be replaced. I went to ********* ***** who normally does service on car and provided the information that I was given. They looked at each issue stated one by one. Neither of those parts needed to be replaced only adjusted and an alignment was performed. This was a cost to me out of pocket $145 when the insurance adjuster approved for an alignment to covered and paid. 2) The customer service that I received from David T***** was rude, demeaning and dismissive. Not at any point has anyone spoke with me about this nor addressed it in any way. I left a message with Ourisman Honda requesting a call from the General Manager, Mr. C***, to give me a call and no response other then to minimize the how the issue was handled and to attempt to show that I was disgruntled regarding repair with insurance company which is not the case. David T***** dropped the ball from the beginning by not having my vehicle inspected with service once body work was completed to make sure there where no other damage from collision. As I stated to him, I have no issue paying for repairs to my vehicle when they are standard service, normal wear and tear or necessary for the safety and longevity of the life of my car. I just wanted repairs completed from the cause of the collision which an alignment was totally logical due to the impact.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought brand new vehicle 2024 model in January. after couple of day i noticed the damage and i contacted my sales person at the dealer and informed him about the damage was there. I was told damage was not there and now they cant do anything about it. W*** i went to pick up my permanent tags from the dealer i discussed with the gentleman who was helping me pick up my tags. He told me damage could have been from sun's reflection from my work place. He has no idea where i work and where i park my car. He kept on insisting it happed from reflection from heat from glass at work. I kept trying to tell him my workplace has no glass that could be reflecting because of the distance i have from the building and parking lot. He finally called a finance officer to take a look at it. finance officer told me it could have been a factory issue not from the sun's reflection. He asked me to leave my phone number and name so he could call me back and let me know how take care of after he discuss the matter with the general manager. A week went by and i did not hear anything from him. I kept trying to reach out to him and w*** i was able to talk to him after week and half, he told me he lost my number therefor he could not call me back. I was told to call ***** Directly to deal with the matter. Dealer i bought the car from does not want to take any responsibility to take care of the issue. I am very disappointed at how they have treated a repeat customer at the dealer and how unprofessionally handling my concerns. All i asked them to do it replace the plastic pieces that finance officer himself acknowledged it had to be factory damage.

  Business Response

  Date: 04/30/2024

  
  I spoke to the customer on April 26th 2024. We scheduled a service appointment April 29th 2024, at 3:30pm to access whether we can have the item covered under warranty. I believe we’ll be able to resolve this issue.
  Very truly yours,
  
  Robert C***
  General Manager

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was told that a diagnosis on my 2020 Honda Accord Sport was a faulty parking brake button which cost 500 dollars. Not covered under warranty. The problem ensued I dropped the vehicle back off and was told the problem was something else covered under warranty that didn't sworn because the problem so still here. Why was I not given my refund for a service that I paid for?
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 6, 2022/10/07) */
  On Aug 25th, Mr. Cole came with an issue on his 2020 Accord. We found that the electric parking brake switch was causing the problem. The switch itself was covered in liquid & dirt. Unfortunately, we could not cover it under Honda's warranty because of this. On Aug 31st Mr. Cole came in again with again. The code (engine light) we pulled pointed to the VSA module. This item was a factory defect, and it was covered by Honda's warranty. The codes on the first and second issue were completely different. They did not have anything to do with one or the other.
  
  
  
  Consumer Response /* (3000, 8, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept because I was told it was the switch and paid form it to be fixed. A day after the light came back on, I bought it back. I was told it was another problem. That problem was fixed. A day after the warning light came back on the same message. Now I am told it is the same switch that I just paid to have fixed a week ago. Therefore, I refused to pay for the same service again when it just did not work.
  
  
  Business Response /* (4000, 11, 2022/10/14) */
  Please see attached items