Came in for a 5K maintenance appointment at 4:30. Arrived around 4:15-ish, no one was greeting me whatsoever but I just went to anyone available and told them about my appointment. I told them I’ll wait and they initially said 2 hours. I said OK. I got a call few minutes after saying that I’ll have to pick my car up tomorrow which was kind of strange because I only needed a inspection and oil change done. They close at 7…I don’t understand why that would take more than 3 hours. Kind of frustrated with that but they did provide me with a loaner car which was great but really inconvenient to come back after work when I had plans the next day.

The service professionals at the Ourisman Fairfax City Toyota Service Center are outstanding. One such professional at the Service Center is Sergio Munoz. I have never seen an individual work both the speed and accuracy as Sergio. Not only is he the best I have ever seen in his line of work, but he also sincerely cares about each and every customer he sees. He literally knows his customers names from memory. Sergio is also very meticulous when it comes to ensuring the accuracy of all his paperwork. He has his employers operational requirements firmly in the forefront of his mind which ensures that all aspects of the service are accurately recorded. In summary, Sergio Munoz is one of those rare individuals that is both amazingly pleasant and considerate of all his customers while maintain the proper professional decorum at the same time. When Sergio provide the service you know you are excellent hands. I must say I have never had an unpleasant experience. He is so efficient, and happy to service. You can tell he loves his job.

I made a service appointment on Saturday, July 17th. I scheduled for an oil change/ tire rotation, tire check on one tire and for a diagnostic because my check engine light was on. My car was dropped off at 10AM, the service center offered a lender car for the day so we took it. After driving the car from 10AM- approximately 4PM I did not hear back at all. At 4PM I reached out to the service center to get an update, there was none. I finally had to tell my advisor I will be at the dealership around 5PM to pick up my vehicle so it either needed to be finished or a list of services needed to be provided so I can get them done another day.I realized it was Saturday but it was poor customer service, you could at least call customers periodically to update them. I am also frustrated that my gas cap was the reason for the check engine light (doesnt make sense to me but I suppose they are the pros). I told my advisor I wasnt going to replace a gas cap that was in brand new condition, however when I went to fill up my tank, the gas cap was not only removed but also broken off. If I didnt want the service why was the gas cap damaged and if anything why wasnt it replaced free of charge.I do not recommend, especially if you like good customer service!

Brian in the service department was awesome. Got my car taken care of in a timely fashion and everything came out great. Would definitely recommend this place to others and send them Brian’s way. Can’t thank him enough.

Professional staff. Prompt service. Good recommendations for preventive maintenance, without being pushy. Good service!

A manager called, Tim, is wonder person I have ever seen. He is very supportive and nice individual. He always consider customer satisfaction. I took my Toyota Corolla to there. Tim did his best for me. He is very polite and honest.I would like to fix my car in this place as a great man like Tim works there!Thank you Tim and the best wish!

Amazing service. They also have some toys for young children at the service center! I forgot to grab toys for my toddler so that was a save the day blessing.

I scheduled my service appt for 830 in the morning online and informed them I would be staying to wait for my car. I go to drop off my car at 815 to ensure that my car is received in time for my 830 appt expecting a turnaround of 1 hour for an oil change and tire rotation. Im told it will take up to 2 hours for the service. This turnaround is absurd. If they dont have the resources to manage their appointments than they need to adjust their scheduling system online and take less appts per day. This issue is likely not the fault of the service team but of management in ability to properly understand the workload of their employees resulting in passing off their customers.

Helpfull staff,The prices are high, as expected in a dealer

My service advisor, Dane, was prompt, courteous, and helpful. He called multiple times to keep me updated on the status of my RAV4. I ended up having a strange issue with small plastic pieces in my car, and instead of calling me crazy his team checked it out and fixed the issue. Ourisman is the only Toyota service center I take my Corolla and RAV4 to (there is one closer to me, but they arent as good). Consistently excellent customer service!

Service advisor - 5/5: professional and politeWaiting area - 4/5 : working desks do not have charging outlets. Had a nice view out but the glass was filthyThe issue: Booked monday 0700 15k scheduled service appointment. arrived 0655 (second in line). They opened on time, checked in and did not get my car till 0945. 2 3/4hrs for a 15k service on a one year old vehicle. I waited for the vehicle as it should have taken no longer than an hr.Furthermore - i tried to give ourisman a chance to reach out to me prior to this post via their comment page/website. Did not receive a call or an email.This is review is based upon their service appointment. While this service center is closest to my home, i am likely to take the time to go to jack taylor.

Abysmal customer service!! Clearly focus on charging as much as possible while providing sub-par service. My daughter have been coming to OURISMAN for more than 10 years now but after dealing with Maurice Allen, we will not be coming back. Maurice Allen is unprofessional and bad business practices. He was extremely rude to my daughter and making inappropriate comments while we were waiting.I do not understand how the upper management allows this person to work within this company when he has no common sense and speak to people in a way that shows little respect. In my days, we call it arrogance This experience had left me uncomfortable and unpleasant experience, for what its worth I will NEVER be doing business with any of the OURISMAN dealerships.

Took my Toyota there for its 5,000 mile service. Everything went smoothly except lots of other customers also wanted service; it was a Saturday. Id made my reservation through a third-party scheduling company, and thats a mistake. Not the first time Ive made that mistake, either. In this case, they implied that service wouldnt be busy at all: Weve got appointments throughout the day, any time youd like. But while that technically may have been true, the implication was that it wouldnt be overly busy. Basically, it took an additional 1-1/2 hours because of everyone theyd booked. The service itself went fine. I also had my car inspected and needed wiper blades. No big deal. Its best to call one of the team leaders directly, rather than going through central scheduling.

Not cheap, but they identified and corrected our issue. Very convenient. Would use again!

Staff is always friendly, helpful and efficient. Don’t mind the 30 mile drive for great service 👍🏽

Sergio Munoz service is always exceptional. I asked for a large rental while my cars were being serviced and he made it happen!

Horrible experience, when the appointment time arrives, the receptionist tells you, Your appointment has been cancelled. I have already called you. It is your business if you didnt receive the cancellation call. Did you make a big joke?

They just can’t get their job done. They couldn’t find the appt I made, and wouldn’t take the time to see the car even knowing I made an appt that their system lost. Also knowing I have a new car with a check engine light so the mechanic time is probably 5-10 minutes to clear the code. So frustrating.

Staff are pleasant but prices are astronomical.

First time here. Quick service. No pressure upsale! Just what I requested. Nice.

I took in my Corolla to get an oil change and to get the air bags replaced after getting a manufacturers notice. After I dropped off my car, the service center called to recommend that I get the front arm bushings replaced because they were rotting and quoted me $2,100 for parts and labor. I took my car into a local shop and not only did they give me a significantly lower quote, they told me that both front arm bushings were totally fine and that they didnt need to be replaced.I am in the market to purchase a new vehicle in the next year and, because my experience was so bad, I will not be purchasing from Ourisman Fairfax Toyota.

Went there for an emissions inspection, first they couldnt find my appointment even though I had confirmation for 12:30pm. Then I waited 3+ hours for something that shouldve taken 45 min tops. Then I find out they did safety and emissions inspection... the customer service was less than satisfactory, no one seemed to be able to give me any real updates and they made me feel as though I was the inconvenience even though Im there for a service and Im paying for this service. Its too bad I cant give 0 stars.

New to dealership. Life-long Toyota owner. The maintenance service itself was fine. Oil change. Reason for 1 star off: Called for appointment & person said I could not wait & my maintenance history with original Toyota dealership was unavailable. Woke up my wife (6:30am) to drive in with me for ride home. On arrival, found out I could have waited. Also, history WAS available in system. William provided great service.

This is a good place to start building to get a vehicle —they are very strong vehicles and maintenance is very good

On two occasions the quote I got from them was matched at 20% of their asking by a non dealer repair shop. This is robbery in daylight

There should be more QA on things like Oil Changes and service item replacements. Residual old oil was left covering our valve cover and around the coil packs. Also, after having the cabin air filter changed, the filter was not installed correctly and the glovebox was not properly reinstalled. Additionally, when a service technician certifies that the engine bay fluids are topped off per the receipt, they should be. As I discovered the brake fluid level was 2.75oz below the fill level. Will most likely be seeking alternate service location along with BBB complaint.

Staff didn’t call after a month to let me know a part was in for my car, then after going to pick up my car, I find it running outside with the key inside. Staff told me a valet had brought it up, but if that was the case, why did the cashier inside have my key?

I had my appointment today for Tire repair. Only one hour wait, But unfortunately after repairing the tire, they did not care about filling up the tires with air to the proper psi.

Quick service. Prompt and courteous

Poor customer service - in person and even worse on phone. Ordered part, scheduled appointment, arrived - no information found, had to wait, start over. They did not care!

Wanted to install a trailer hitch on my Highlander. Called twice and was told Id get a return call. Never did. So I had Pep Boys install the hitch. They did a great job but couldnt get the wiring harness because its only available through Toyota. I called Ourisman Fairfax on Friday. They quoted me $337 for parts and labor, said theyd order the part and it should arrive by Tuesday. I called Tuesday morning. They said there was no order for the part, but theyd order it for Wednesday morning. The part arrived on Wednesday, I brought my car in and they said that the $337 quote was incorrect, that the correct amount would be $500-600. So I just bought the part and brought it to Pep Boys who installed it for $167. Ill never return to Ourisman Fairfax.

The customer service here is poor! The staff has the nerve to become irritated with you when asking for service! You are asked to make An appointment but will never be taken in on time. Trust me you will wait for at 30 minutes after your appointment to speak with anyone. I love my two Toyota’s but just will have to take the ride back to Jefferson Davis Highway for my needs where customer service warrants loyalty!

It has taken 5 weeks for the Ourisman service department to incorrectly fix my car, to add an additional problem to my car, and to still not have it done. Minimal communication, minimal care. Of the 4 loaners Ive been given 2 of them were filthy and smelled bad. Great job Ourisman.

Great service as usual thanks to service manager, Carol.

Service manager was rude when dropping off vehicle 10 minutes before closing service repair shop. Good service, but demeanor doesnt put me at ease.

As always, super service. 👌

They told me that not to pay 60.000 miles or 2 years for oil change but they started to charge me after 25.000 miles!!!There is a guy name is: Brian, he doesn’t care customers and unfortunately he is rude!They don’t care enough. Slow and they didn’t wash my car!

It is my favorite dealer, all maintenance of my car is here, I live in Waldorf, MD, the personal is very professional, and the place is clean and relaxing.I buyed my car in this dealer, my seller is TONY ARMENDARIZ EXCELLENT people very professional, has charisma to sell, I’m very happy.

First service not bad needs snacks in the waiting room

Worst experienced never get a call about my car how long I have to wait instead. I show up at 11am and my car will be ready later afternoon after I dropped off at 9am? I ended up taking my car back no service, no car wash nothing was done.Unbelievable customers service.The advisor didnt apologize at all didnt even care he was more worried about his phone call (Maurice ). Is this Toyota service that you guys provide?.

My service advisor was Dane. He was very polite and gave me an accurate timing. He was knowledgeable with a great customer service.

Once again, I had very attentive service from Ourisman and Mustafa T. I appreciate being able to wait for my car in a comfortable and spacious waiting area with TV news and coffee. The complimentary car wash was good, too. Mustafa kept me informed of what was being done and the work was completed in a reasonable amount of time. I will continue to use Ourisman in the future.

As previously stated depending on who is your advisor that’s what type of service you will get. I had many other advisors before but this experience exceeded my expectations. Melanie was great, and that’s why I wanted her my advisor but I ended with a different advisor and honestly I should just turn and come back to her, but my car was overdue for service and I couldn’t ignore this. I assured myself that it has to be fine, but I was completely wrong. Sean was my advisor and I am not coming back to see him anymore. I left my car to be fixed and it was a Saturday. He called and informed that the car is ready and I said that will come a little later to pick up as I was running some errands. At 5:56 I am getting a call back from somebody else to let me know that the car is ready and they are closing in 2-3 minutes. I was shocked. He could at least remind me that Sunday is closed and car has to be picked up. However I am giving 5 stars to the manager that was really nice and helpful. He apologized to us and gave a discount. I just want to remind them that a customer is not random person but is your customer that will come back so don’t turn your back and be rude. Just be mindful and read all the reviews and choose the advisor that will be helpful and kind to you.

They are good friendly and helpful with discount if have any

I’ve Purchased two vehicles from Ourisman, both times my buying experience was fine, no issues there. I’ve done all my services religiously at the dealership. Last week I took it in for the 15K service, everything was okay till I was told I needed an alignment, no problem I paid for it. I was having a conversation with a friend that night he was skeptical as to why an alignment was required. He’s in the car business and drives my car regularly and never noticed any problems. He looked the at alignment report I was given and the they adjusted it less than 10% of 1 degree! (and to be sure, he had his service technicians at the dealership he works at look at it as well) I put my trust in the service advisor and they took advantage of me. It’s not about the money spent but about the fact that they take advantage of people that may not know enough about servicing vehicles so they trust what the Advisor recommends. We called the service manager and he apologized but wouldn’t take responsibility but he did agree to refund my money... it’s been over a week and I’ve yet to get my refund. I understand it’s a business and people need to make a paycheck but it shouldn’t be by lying and misleading loyal customers. Needless to say I won’t be servicing my car or buying from Ourisman in the future.

This is one of the best Toyota service centers in the entire area. It’s hard for them to disappoint me. I’ve been coming here for over a decade. They may not be perfect (and no one will ever be), but they’re very, very, very good. Staff is always attentive and will service your vehicle in a very reasonable amount of time. They’re also so accommodating to throw the keys to a loaner without a question if you choose so. It only costs $5 the whole day but they always wind up waving it for you. Also, their parts center will always try to match pricing with online. Really an excellent service center. I highly recommend it.

I dropped my car two weeks ago for recall, during recall time I told serivce staff, please do the inspection as well, and I know there is car wash include in recall, after two week, my car is ready for pick up, NO inspection NO car wash, call many time that staff guy, NO answer NO text response either, is this how Toyota work with their customer ? I know their name, I don’t want mention here.

Trere are profesional and speak english and spanish

Love this place . great customer service awsome experience

If you are planning to go here, please work with Carroll H, whom I gave 5 star for the attentive service and professionalism.But my story was with another advisor, Dane.B and technician, Andres G. I went in for a 65000 miles maintenance service and was told that engine/inverter coolant needed to be changed based on technician recommendation. I trusted their suggestion but went home and looked up toyota prius maintenance guide. Guess what I found? Toyota long life coolant is suggested to be replaced at 100,000 miles. I understand this shelter in place is affecting business everywhere but the way that you took advantage of customer is not acceptable as an established business. I don’t mind paying extra for better service, but your ‘recommendation’ is not valid and also a cheap tactic. I called and talked to the manager and he stood by his technician’s suggestion, (Well, I am sure it’s preventative maintenance, just 35000 miles ahead of schedule). Please hire better and honest customer service advisor and technician in the future. Thank you and you just lost a customer.

Great service

We think very highly of this particular Toyota service station. They are very helpful and honest. We switched from Bill Page Toyota because the service there wasnt as good as this place. Ourisman employees dont try to upsell you on things you dont need every time you go there.

The drop off staff is the worst - it seems like they always want to pass you to someone else.I waited 8 minutes while several staff members walked around and twiddled their thumbs (literally). After 15 minutes of being told to go to this person and then that person and being told to wait by all of them, I made an appt at NTB on my phone (I also had an appt here but what’s the point?). Continued to wait. Eventually one of the staff (who had been waiting for someone else to help me) came to check me in, and told me my oil change would be at least 2 hours.I left. The only reason I am giving 2 stars is because the mechanics are usually good.

Good service.

Great comunication and timely service.

Never have I gone for something small and not been told that there is between $1,000 and $2,000 additional work that is needed. Habe taken car to independent service facilities only to find out that brakes and rotors are good and there was no leak where Ourisman service said there was.,or in any other part of the car. Always go for a second opinion. They are not trustworthy and I wont return.

I would give zero stars, if possible. Ourisman Toyota makes a big deal about their warranties, while selling used cars. Unfortunately, these warranties are very limited and dont apply to an oil leak, just 75 days after the sale.To add insult to injury, they charged me $4000 for the repair, which I eventually did for $200 dollars at a reliable independent service garage. Imagine their ethics, to charge 20 times the amount. No integrity at all .. Very sad !!

Service with a smile!

Customer service is so poor I wouldnt recommend it in this branch

I always feel well taken care of at Ourisman. Have been coming to them exclusively for years.

Mustafa Toghral has unprofessional attitude, hi damaged my car, and blamed me for it. Highly recommend Mauris Allen who solved the issue and was nice and professional

Melanie Webster is the best Service Advisor. She is very attentive and provide the best care for your car. I am so happy that she returns to work for Ourismans Service Dept.

Very friendly and helped diagnosed our problem as quickly as possible.

I went to fix my new car noise problemThey make me waste time .At 4:15 they ok to come.When I get thereHe looks like service manager saying different storyHe was so lude,unkind,uncorporated.

They told me my car was ready and said that it will shake at a stop for 50 to 100 miles and to make it stop the service person drives the car home and back to service center. Also they say its normal practice for technicians and service consultants to drive customers cars home. I didnt agree and the Manager Danny told me he had a person drive the car to Manassas and back to stop the shaking. After charging me over 2 grand for alternator battery and O2 sensor the gas tank was on E. I took my car there with 1/2 tank. Also the service tech Luise kept quoting enormous rates like $165 to diagnose and when I asked why so high he wrote $65. I get a call and the first quote was over $3000, then he kept saying I will work with you to get you the best price. He inflates the cost initially to act like he is giving a discount but in reality he is playing pricing games. I will warn others of their tactics for over charging and taking customers cars home overnight. The behaviour I received will be written and mailed to Toyota HQ and other review sites.All the years I have been going to Toyota at other locations, this incident was the worst. I dislike the feeling of being taken advantage of. This place certainly left that impression.

I take my car service there, super professional service. I forgot my advisor’s name, the guy he is just the best. I haven’t seen him sit for bit, with helping everyone one by one fo fast. Thanks

My go-to place for Toyota service for almost 12 years. Maurice Allen is the best service rep Ive worked with in 40+ years of driving.

Pathetic. Former Toyota tech here and being on the outside now, its places like this that make me understand why people loathe the industry. Brand new truck in for its first service with few other issues I gave explicit instructions how to duplicate. Apparently it was in one ear and out the other because the call I just received shows me they didnt listen to a word I had to say about it.Two of my five complaints didnt even make it to the ticket so they were never even addressed.The third issue presents itself at 55mph. I was assured by the advisor that he, the tech, and the foreman all drove my vehicle within the parameters I specified (though not on my ticket so no idea how) up to 60, 65 miles per hour with no noise. They must not have noticed the dash camera which showed that all of them not only didnt hit 55, two of them didnt even drive on a road that would allow them to even go 45 legally let alone 60. Nevermind that theres a TSB out for this exact issue.Everything about my experience made me feel like I was an unwelcome pest. Hurriedly trying to get me off the phone while trying to explain my issues, basically pushing me out the door when I dropped my truck off in the morning... It was all a rush.I bought my truck from Ourisman in Chantilly and if this is how the company operates after the sale, then Ill be taking my business elsewhere.

ALWAYS quality service. Ive yet to be disappointed.

It took two hours to perform a tire rotation WITH an appointment. This place is either grossly incompetent and severely mismanaged or they lack understanding of the word appointment. Two hours for a tire rotation!!! I beg everyone to find somewhere else to have their work done. Clearly these people dont respect you or your time.

Very easy to service your Toyota with them.

Excellent service, Mustafa the intake person couldnt have been more efficient, helpful and friendly.5 *****

Dropoff staff is terrible. Cashier is great!

Pricey, but great service

Dropped off my vehicle at 3:30PM and assistant manager Margie Brady said she would call me once the service was done to pick up. I called two hours later and was told Margie had left for the day. I was then transferred 5-6 times to finally learn that my car was ready. Ourisman Fairfax does not offer reliable customer service. Responsibility matters. I will take my business elsewhere next time. I am yet to go to the dealership and ensure they rotated my tires, really.

Firs thing, Not happy with their Service. I dont know if they treat every customers equal regardless of the type of Service, whether it is a Free service(for new cars, up to 20K miles free service) or Paid service.I recently purchased a Car from Ourisman and gave my 1st Free service. The service DID NOT really make me happy as the Car wash was imperfect, the way of handling customer was failure etc. I was wondering, they would have treated me well if it was my Paid service.@Ourisman My sincere feedback, please do the service from Heart regardless of Free service or Paid service. Hope to see the change soon. Thanks.

Great service, highly recommended.

Had my oil changed here. Good service & good Wi-Fi

Had a appointment at 7:30am finally got my car at 9:53am due to Toyota being short staffed!

Great service, Joe was great!

Just moved to Fairfax and took my Corolla for 80k service and emission inspection. To my surprise I was charged for topping off the washer fluid that I had already filled the previous day. And when I asked them if they could Remove the screws off the number plate so I could put the new one in, the service manager said it would be 168 dollars to do that before even looking at the plates. Good job guys, my very first time at your place and you guys taught me a good lesson!

I called to set up an appointment for a recall. They claimed a Recall Specialist was not available, and they werent available anytime I called, so I left a few messages. I NEVER received a call back, even to this day. Since I needed to get my recalled fixed, I obviously had to go to another Toyota location. Ourisman Fairfax Toyota is NOT HELPFUL!!!

Sean jagdeo is really good helpful he is great man

Fine, got what I needed, no issues

Maurice is the best service advisor. We have had a fee hiccups here but theyve always made it better. For sales look for Ash, hes not your typical sales man. They have a decent waiting area with good coffee arrnd treats if youre waiting for service on your car

Horrible service. The service representative said they work commission so I arranged my schedule to make sure I dropped my car off when he was there. I get there and he’s not there. Someone else helps me and I had specifically down to get a rental car for 30,000 mile check up and they are out. Really irritating experience. No apology . Highly don’t recommend this place.

Very good car care and customer service!

Had to get warrantee service, a software update for our Prius V. Our regular advisor, Luis Galarza, made it painless. We had breakfast at Dennys, walked back, read the paper and the car was ready, and washed. Great service.

You get a car loaner and a full service

Great waiting area, light refreshments, reliable Wi-Fi if youre going to wait on your vehicle. They do a courtesy wash, too. Quality of customer service depends on the service rep you get. Courtesy vehicle always helpful when running errands, too.

Take in for a service, they wont even vacuum your car. But they charge you top dollar to change 1 light bulb on you prius-$145.

Great staff, waiting area very nice, plus if there is any other issue with you car they will let you know as an option if youd like to fix right then and there or at a later time

Mustafa Tughral very honest and awesome guy, because of people like him i always try to service my car from Ourisman Toyota

This Toyota Service place is highly efficient and easy to use!

Thanks for the Margie Brady for the excellent service.

Wish I could give zero stars!! I was told it will take max 3 hours for a 15k mile oil change + an issue with sunroof not closing, and I decided to wait because it typically takes an hour and a half at most. Waited 3 and a half hours and the service advisor didnt know where the car was. Ruined my schedule for the day.

Nice customer service !

Had a horrible experience with them because the customer relations manager didnt want to take care of I problem which was caused by the dealership. Thank you Mr. Michael Neumann you have lost a loyal customer.

Best service to date!

Great service..friendly staffs