Ourisman Volkswagen and Volvo Bodyshop in
Bethesda (MD)

I recently had the pleasure of working with Sang Nguyen, and the experience was nothing short of exceptional. From start to finish, Sang was incredibly thorough, ensuring that every detail was addressed with precision. What truly sets Sang apart is his dedication to the customer. He consistently bent over backwards to support me, answering every question I had with patience and expertise. His communication was both timely and highly responsive, which is a rarity in this industry. The moment that stood out most was when I came to collect my vehicle. While other staff members promptly left at the end of their scheduled tours, Sang stayed late to personally follow up and ensure I was completely satisfied with the quality of the work. It is rare to find that level of accountability and professional integrity. The techs that worked on my car (not Sang), didn't have the same attention to detail, clips and items were missing. If you want a seamless, high-quality experience, I highly recommend you specifically request to work with Sang. He is a true asset to the team.

I had a great experience with this shop. I had longstanding damage to the passenger side of my sedan from two parking lot collisions. They fixed it in 4 days and that side of the car now looks new! They also coordinated payment by my insurance company.

Sang and Nataly were both very patient, helpful and knowledgeable. Sang went above and beyond to get the work on my car done in a timely manner. I highly recommend Ourisman Body Shop!

Took my VW Taos here for repair. I dropped it off Monday morning-- initially there was some misunderstanding about my appointment, but they took my car anyways since it was just a smashed drivers side mirror. Brandon was super helpful beginning to end and my car was ready one day later! The reviews here scared me a bit, but everyone could not have been nicer and efficient. Will be a repeat customer!

This body shop does not follow ethical practices. My initial appointment was with the service center, but Ourisman cancelled that appointment and advised that the body shop does all accident claims and will generate a repair estimate that includes both body work and any mechanical work. I drove my car there to accurately assess damages from a car accident and instead of informing me despite my many calls, they held my vehicle for almost 7 weeks and then proceeded to cherry pick damages from their own estimate and repair pieces of the estimate without my permission or knowledge. Upon picking up my vehicle, they hid a mechanical issue by telling me my battery was dead and they were unable to jump it because they didn't have a battery charger. There was no indication of such mechanical issue when I left my vehicle. They claim the reason they did not disclose the information to me or the insurance company is because they are a body shop and are not knowledgeable about mechanical issues, although they had to jump the battery each time they moved it and could hear the car making a horrible sound with the engine OFF. They negotiated with the other party's insurance company to knowingly omit repairing issues resulting directly from the accident in order to stay under the 85% threshold and at no point informed me about anything. They did not notify me when the vehicle became inoperable while in their care. They denied me my right to make an informed decision about my vehicle and successfully encouraged an insurance company to pay thousands to repair a cosmetic dent on a vehicle that was not operable. They even broke my battery cover and told me that they at no time touched the battery. I have waited patiently for them to do the right thing, but the Body Shop Manager who contacted me claims he is not authorized to do anything to rectify the issue. Hopefully I'll hear back from the person who is authorized to resolve conflicts soon. I have been without my personal vehicle since 01/03/2024... I have used the service center on 3 different vehicles for major mechanical issues. They kept their word, kept their deadlines, and overall provided great service. Do not expect the same level of professionalism/service or ethic from the body shop. Update: They kept my car till the end of May, hit it on the opposite side, lost my hood insulation, and left my rear window down. The car was returned with a flood of water in the floorboard, rusting underneath the seat, and fuzzy mold all over the right side of my car. Now suddenly, Leo Bethancourt claims to be over the service center and body shop. Paul Tibolla, the general manager does not respond to emails or phone calls. I had to show up at the dealership to make contact with him, and after promising to resolve the issue and giving me a phone number he has never answered nor returned a message once. Do NOT, I repeat, do NOT take the risk. Seek service elsewhere! Update January 25’: I ended up suing them pro se and won! If you have had issues and can’t afford an attorney, call the MD District Court Help Center B’more area code serves Rockville 8:30a-8:00p, it IS totally worth the headache…do not allow a company to take advantage of you, especially when it comes to something that impacts your livelihood, your family, your pockets, and your peace. Do not allow anyone to make you feel small or helpless, especially not in these here United States of America. We adults must set an example, to NOT accept bullying behavior! Don’t get violent, just ‘encourage’ others to do the right thing.

Took my car for yearly service/ oil change ( I drive my car about 1k miles a year if that. spent over 3k in “repairs” spark plugs and so on. They didn’t do anything I took it to my friend mechanic and they did absolutely nothing to the car. They didn’t even change the oil. DO NOT BRING YOUR VEHICLE HERE. I don’t even want to talk bad about people but this service center takes advantage of people. It needs to stop.

DO NOT TAKE YOUR CAR HERE. My car has been in the shop for 4+ months. Because I purchased my vehicle from an Ourisman dealership, I thought it would be safe to take it here for repairs. The parts for repair arrived 3 months after it has been sitting on the lot. I was told it would take two weeks once the parts arrived for repairs to be completed. It’s now been another month and then some. I have to call the shop weekly for updates. Sang, who’s in charge of my vehicle, says “insurance is covering your rental so it’s fine” almost every time I call. That is not the point. I want my car back and in a timely manner. This is the second wreck I’ve been in and second time I’ve taken it to an Ourisman shop for repairs. Last time they will ever have my business. Please prioritize my car!!! This is not right!

I brought my Nissan Rogue to Ourisman Bodyshop after a fender bender and it was a terrible experience. They did not once provide an update on my car in the 7 weeks in was in the shop. Not a single update, ever. I had to chase them down every week just to get vague promises about it being ready "next week," with no actual dates provided. And when I did manage to get through, it was just a laundry list of excuses for the delays. Only to find out that my car had been sitting there untouched for two weeks because of some supposed miscommunication with my insurance company. The insurance company took responsibility for 5 of those days but Ourisman refused to address the rest of the time and would not offer any rental compensation. Their lack of communication, empathy, and basic competency is why I give Ourisman Bodyshop a solid 1 star. Looking back, I should've paid more attention to the warning signs in the other reviews. In my opinion, their average rating of 2.3 out of 5 is too high given my experience. I would not recommend this place to anyone.

This place is so poorly run I am shocked they are able to remain in business. These guys are not affiliated with the service shop down the road, despite the Ourisman name, which is very misleading. Different management and different organization entirely. Nobody explained initially what to expect from their process or how long it should take. Calls were routinely not returned. Multiple different people answer the phone and seem to have no idea what’s going on with your vehicle. It took me a week of calling multiple times a day to get answers and, eventually, my car back. No one takes accountability for their poor service. The office is littered with trash and paper everywhere - took 30 minutes just to pay my invoice and get out of there. DEFINITELY AVOID!

Finally posting my review here to get my revenge. I brought my VW here for some maintenance in January. Cost me $1600 to get some stuff fixed, including the heater. The very next day after getting my car back, a different aspect of my heater broke, which had been working just fine before bringing it into them. I brought my car back to Youness (the service manager here) under the one year service warranty. He wanted to charge me another $350 because the issue was supposedly "unrelated". I told him no and that I'd pursue other options. It took me a few months to get around to it, but I researched the issue my car was having on Youtube. I found out it was a very common problem with a resistor. I was able to order the resistor for $8 from the manufacturer and install it myself. It literally took 5 minutes. My heater works great now. This place tried to take advantage of me because they thought I was a stupid woman, and they should be ashamed of themselves for that. They could have had a happy, loyal customer if only they'd dealt with me honestly.

I had the dreaded shopping center parking lot experience- run in for eggs and come out to find someone had sideswiped my front fender. Took car here and Ray, the manager, worked some magic! A wonderful experience- from start to finish and the price was right! Highly recommend!

I brought my car to this Ourisman in Bethesda on Nov. 3rd, 2023 after getting in an accident that same day. As of Feb. 9th, 2024, I still do not have my car back and am no closer to getting it back. Whether it was dodging calls, lying about updates (saying they were waiting on parts when telling my insurance company that "no one wanted to work on the car" and that was the cause of the delay), or moving my car to another body shop without my knowledge or permission (and refusing to tell me or my insurance company where it was moved until we got the police involved), this Ourisman is most certainly a scam. They completely took advantage of me and, after they moved my car to the other body shop, they showed my insurance company proof of ordering the correct parts (finally) but then cancelled them a week later without telling anyone, including the new body shop that was waiting solely on this one part. I will never bring my car back to this body shop, and I have warned every single person I know in the DC area to NOT bring their car here. I legitimately think they are professional scammers and not a real business. And if it's not a scam, I can say I've never encountered more incompetent people.

They sure smile and sweet talk while they rob you blind. I ended up paying close to $300 (before taxes!) for a basic oil change (only oil filter, oil and labor) on my Volvo. It seemed steep and asked around - well, it was what I suspected - they charged me according to a pricelist reserved for “special” customers… Then when I asked them to order a part that needed to be changed within the car’s basic guarantee that had to be dealt with directly with Volvo USA I haven’t heard from them anymore, even though I was promised that “tomorrow my colleague will contact you”. Plus, when they tell you your car will be ready before X hour, add another 2-3 hours without any explanation or apology. If you can, go elsewhere, do it.

Outstanding customer service, efficient and super fast! I took my Jeep wrangler to fix the front bumper and it was ready the next day! Special thanks to Antoine Budd who was very helpful throughout the entire process. Highly recommended!

Such a mess. They can't even find their own paperwork.

It was a big mistake to bring my car for repairs at Ourisman Volkswagen and Volvo Body Shop. The car is being for repairs for 6 weeks, and not done yet. They never return phone calls of provide updates on the status of the repairs. If they do, they give you the wrong information, and then when you ask again, they denied they provided the wrong information. Never using this body shop again.

Extremely unprofessional treatment. No customer care at all. Giving one star to this review is way too kind. I had an appointment to drop off my car and when I got there they said they weren't expecting me (???). They complained that I didn't have an estimate yet and that the car would sit on their parking lot for a few days until they were able to take a look at it for me. (How am I supposed to have an estimate if they wouldn't even take my car?). I suggested a few options to ease their work: have them take pictures prepare the estimate and send it to the insurance and I would take the car with me while they responded (my car is drivable); come at a different time to get the estimate, etc. I had to sit there and hear how they mocked at my suggestions, complained about the amount of cars they had and do nothing to solve the issues. After a short conversation with my insurance agent, I decided to take my car to a different shop. You would never expect this from an official dealership... Ourisman, change your staff if you want to keep your good name.

I made an appointment to have a rear end hit fixed with them. But from the moment I walked in their demeanor was unprofessional, rude and very uncomfortable. Now that I’m reading the reviews it all makes sense. I ended up cutting my losses short, asked for my paperwork and walked out.

Took my car to have a dent fixed on the drivers side door. The car came back w/ a powdery haze on the passenger side window, side view mirror and paint that doesn't come off. Called to ask them how to get it off and no one returns messages....Called back and they told me to bring the car back and that they will address the issue under the warranty.

If I could punch ten-stars for this crew, I would... On extremely short notice, this empathetic, knowlegeable, and hardworking team reassembled the front end of my father's ancient (Ourisman) Honda after he played demolition-derby in an underground parking lot. I suspect I'll be back soon. Thank you!

Horrible. I was rear ended and needed a new bumper and some other work. they said one week -- maybe two, max. Every few days they'd push back the date another few days. Almost FIVE WEEKS later I had the car back. I NEVER got a call back. I had to call two or three times a day. when I went in person I was told I should feel lucky I didn't have a Honda -- that those parts take 4 years. The ultimate price tag was $1,100 higher than the original estimate. The rental car cost over this time was sky high, as my car just sat there, waiting for a bumper.

Working with Ourisman Body Shop has been the most unprofessional experience of my life. The repairs were estimated to be done in 1 month, they continued telling me supply chain issues were slowing down the process; after two months I called to check on progress and they had lost my car and had no record of it; they then found it after another week at another lot and said they were "expediting" the repairs; they gave a 3 week turnaround on said repairs, and I am supposed to pick up the car today. After receiving no communication from them whatsoever throughout this 3 week period (or any time over the last 3 months without me calling them), I called this morning to confirm the pick up time and instead it is not finished and apparently still even waiting on parts. I can't speak to the quality of the work because I still don't have my car after 3 months, but I would caution anyone from ever using this company again. UPDATE: I was told that the car would be finished in 3 days after I was supposed to pick it up (two weeks ago), it still wasn't even painted, then told 3 more days, still wasn't finished. They stopped returning my calls and stopped updating their CarWise app with estimated pick up time at that point. It's been another week with no communication and my insurance adjuster now says they are saying next week but with no actual timeframe. I don't know how a company can function with this much disrespect for customers. Even the human decency to communicate is missing. ANOTHER UPDATE: After being another week late beyond the pick up time shared with me (and no communication at all), I finally got my vehicle back. Sadly, the quality of the work was really concerning. The interior panels weren't fully attached, the seat belts were jammed and wouldn't retract, there was still glass in the console from the broken windshield, and, most disturbingly, there is a leak through the windshield into the car. Further, the car now smells like mold/mildew from the water damage. Please, PLEASE, do not go through what I have gone through by using this company.

“The OURISMAN name makes me beam with pride right now! The Ourisman Body Shop is in a category of its own and to compare or even rate it alongside other body shops would be the "ultimate" insult. Upon arriving at the body shop on after my horrific "hit and run,” Chase not only explained to me in detail the process of my car repair, what to expect, etc., but also was a tremendous emotionally support to me. Too add, Chase immediately reached out to my car insurance to arrange a time to "look" at /discuss my vehicle, repair, etc. Additionally, Kelly (my new Ourisman Heroine) was in constant contact with me each week with a status update on my car repair, not just email, but calling as well. What makes me really happy is that the Ourisman Volkswagen Dealer is connected/nearby the Ourisman Body Shop almost next door to the Ourisman Service Center. Great to know that Ourisman Volkswagen Dealer (Kudos General Manager Paul), the Ourisman Body Shop (Kudos to Chase) and the Ourisman Work Service Center (Kudos to Leo) work in conjunction to each other. I am SOOO happy Ourisman has its own PHENOMENAL Body shop-why go anywhere else?

We took our car to have the tailgate replaced. With supply chain issues, the repair was estimated to take about a month - which we expected and were fine with. However, even once all the parts were in, the expected completion date kept being moved back on a daily basis. I was notified through an automated system but no one ever called to explain why there were continued delays. Only after I called them did I learn that there had been additional damage (occurring at the body shop) to the bumper and they had to repaint the car. Once I finally went to pick up the car, it was returned to me very dirty. The rear windshield was filthy - inside and out- and there were streaks of dirt all over the dashboard. They didn’t even remove the auto-writer from the front windshield. When I called about this, they said I would have to bring the car back in to have this removed. When we opened the rear hatch we noticed that the seal around the window was done incorrectly. So we had to take it back in to have this looked at. They said they would have their glass contractor reach out to me to get it resolved, but we didn’t hear from him. All told - we are now 2.5 weeks after the originally quoted completion date and are still trying to have issues resolved with the repair. During this process, the company has not reached out to keep us up to date on the reasons for the delays and has not been proactive in resolving any of the issues. We have had to initiate all contact and have had to repeatedly follow up in each instance. The sloppy job on the appearance of the car, the seal on the window, and the general lack of customer service do not give me a lot of confidence in the quality of the rest of the repairs. We will not be using this shop again.

Good quality work but somehow my 2-3 day bumper repair took 2 weeks. They should have arranged things to get me out sooner than that.