I’m writing this letter to document the experience I had to endure when I drove into the Ourisman’s Rockmont Chevrolet located at 15301 Frederick Road in Rockville, Md. On Tuesday, July 6, 2010. I will try to make this info short and leaving out a lot of the difficulties I had encountered on July 12th. I’ve used this service center for auto repairs since I purchased my 2002 Buick Rendezvous from the location in Wheaton, now moved to Rockville. I drove my SUV in for service because the check engine light came on. They did a multi-point inspection and found CODES P0741/P1811 and they repaired it. The rep (Ender Portillo) called me and said your SUV is ready for pickup on Thursday July 8th. About 15 minutes later the service rep called me back and said they heard some sort of noise while they were test driving it. Rep called on Monday, July 12th and said there is a problem and I would need a new transmission. To make a long story short, I finally talked w/Doug Dugger the supervisor of Tony Lagana. Tony Lagana did not conduct himself in a professional manner (Service Director) that would have made me feel comfortable to explain how I feel and felt. He kept cutting in while I was trying to talk to him that resulted in a confortation between us and I felt intimidated so I call the police. I had my SUV towed to a transmission facility (Roberto’s Transmission) and they found no transmission fluid in my SUV. Someone in the service station (technician) department made a mistake and test drove the SUV w/out putting transmission fluid back in. (This was told to me by the above trans shop and he is willing to verify his findings) I truly believe Ourisman caused the problem and wanted me to pay for it. The bill I received was $2054.92 (minus $301 for another repair) and to repair the trans would have been another $2900 (not including shop fees and other incidentals). I walked in to check on the check engine light – not walk out paying over $5000 bill. I believe in honesty and I felt cheated. After all the conversations w/Ender, Tony and the police I had a sat down, close door civil conversation w/Doug Dugger and we came up w/a solution to delete the $2054 (excluding the $301) and start from scratch and repair the transmission for $3000. I agreed and had my SUV return back to Ourisman. The whole experience was a nightmare. It is hard to find a descent auto repair shop w/out someone ripping you off and I trust your services and will continue to believe in your services. But Tony Lagana needs to learn how to talk to paying customers – if it wasn’t for him we could have settle this dispute in a civil manner.

Thank you for hearing me out. My email address is [email protected].