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Ourisman Chevrolet of Rockville complaints

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807 Rockville Pike
Rockville, MD 20852 | Get Directions

(301) 424-5900

https://www.rockvillechevrolet...

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Total Amount in Dispute:
$27,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Ourisman Chevrolet of Rockville closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Ourisman Chevrolet of Rockville

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5/13/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $27,000.00 Amount Settled: $0.00

Customer Complaint

3/19/2024

Own a 2016 Chevrolet Volt with a defective fuel rail. GM has not had a part available since at least prior to August 2023. Vehicle is pouring gasoline during engine running This vehicle is a severe safety hazard as it is a hybrid. It will run on electric however the car is forced to run on the gas engine periodically and you can only bypass this twice before the engine runs and gasoline pours out into the engine compartment due to a faulty solder joint on the fuel rail. This is the second fuel rail installed on this car the second one I has a broken solder point at a different location Ourisman was original dealer and no help. Chevrolet says parts on back order with no ETA Ourisman would not order part unless I prepaid 350.00 for the part Chriswell Chevrolet DID order part with no up front payment and cost is 190.00 Resolution Sought A loaner vehicle or a adequate new replacement vehicle

Company Response

5/1/2024

Complaint states "Own a 2016 Chevrolet Volt with a defective fuel rail. GM has not had a part available since at least prior to August 2023." Ourisman Chevrolet of Rockville does not manufacture vehicles or produce and build parts. Is this complaint directed at General Motors? The complaint states "Ourisman was original dealer and no help." It's regretful that the consumer blames Ourisman for General Motors not being able to supply its dealers with parts if that is in fact a true and accurate statement. I also have shared the last documented interaction with this consumer on October 24, 2022 and there is not mention of this concern. At the time of visit: • Factory recall performed at no charge. • We performed a multi-point inspection at no charge. • We performed a shift to park concern which was covered by warranty, no charge to consumer. • We performed an oil change as the concerns when diagnosed was a hole oil the customers oil filter. I am thankful the customer was able to successfully order the unavailable part from Criswell. We consider this matter closed. Very truly yours, Edward Wheaton

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