Ourisman Toyota of Richmond

I planned to buy a 2024 Grand Highlander Hybrid AWD and to discuss trade-in value for my current vehicle. They couldn't sell me a new car because all of their incoming inventory was already reserved. I don't have a problem with that. I did have a problem with the attitude of the sales rep. I was up front and honest with him that I had talked to another dealer and that I wouldn't play one dealer off against another. He said disrespectful things about the other dealer that really turned me off. I wouldn't buy from them even if they gave me a better deal.

Unpleased with this dealership. Was going to purchase 2019 Tundra with 124k miles. I request service records and was sent the car fax. I reviewed the car fax and noticed that several recommended schedule maintenance items at 120k miles was not done, and some were done. I mentioned my concerns to sales rep. Tyler. He forwarded my concern to service manager. Service mgr. called and we discussed my concern. He provided me with a copy of the services they did at this dealership via email. After reviewing the car fax in addition to the service records I still noticed several items were not completed in comparison to Toyota Tundra schedule maintenance at 120k miles. When I asked if the recommended schedule maintenance items were going to be completed or assure me that the items were in satisfactory condition sales rep. Tyler told me that unfortunately the items weren’t going to be done unless we had an agreement for me to purchase the vehicle. What a joke kiddo! Lol…Sales manager called thereafter. I told him that if scheduled maintenance is recommended why was it not done. I as the customer should not have to purchase a car in which schedule maintenance is overdue and I pay for it after I buy it. If the dealership had the car when the recommended service was suggested then they should assure it was done even if the cost of the vehicle is higher. It’s known to keep a car running well for several year as the miles go up the routine maintenance needs to be done at the milestones suggested. They have lower than suggested prices because work that needs to be completed has not been done, don’t be fooled! Schedule maintenance at 120k is a costly, and should not be the responsibility of the customer prior to purchase. These guys must be nuts! Or thought I was a nut.. lol. So FYI to anyone reading this review. If you are buying a used vehicle ask for service records. Now, sometimes it’s not possible for a dealer to have all records, but when you ask them in good faith to assure everything that should be done at routine maintenance milestones is done or at least in satisfactory condition and get a response that they need an agreement that you will buy the automobile prior to doing so is a red flag. I can get a truck from some where else.

Sales rep didn't get back to me after selling car, but guess he was busy. Otherwise, he kept in touch with me by text prior to that, of which I was very appreciative and he told me when he had a car for me. I forget the service manager's name who was extremely thorough in answering all of my questions and patient at the first check up. Everyone was very nice.

The service advisor was so disrespectful to me that one of the other customers made the comment, "You shouldn't let him talk to you that way." This is my 3rd time going there (twice when it was McGeorge and today Dec, 4, 2023 as Ourisman). Each time the same service advisor had an attitude with me and acted as if I was a bother rather than a reason he had a job. I will never go there again. BEFORE I HIT the SUBMIT button on this review- Chris the service manager called and apologized. I appreciated the call.

Ourisman Toyota has recently bought what was McGeorge Toyota but there is a much bigger difference than just the name change. I have three Toyota vehicles which I serviced at McGeorge for years. So, I thought I'd just continue at Ourisman. but now I'm not so sure! Very disappointed in their service pricing. I contacted two competitive Toyota dealerships, in the Richmond market, and found that Ourisman was higher than both of them. Not to mention, the additional fees added to the service invoice! Plus, if you want to use a credit card, they charge an additional fee for that! Very disappointed in their business practices! Highly suggest that you do some comparitive pricing on any service work that you want to have done!