Ourisman Lexus of Rockville

Had a terrific experience buying my new SUV at Ourisman Lexus of Rockville. I’ve been a Lexus owner for 20 years and this is the best dealership that I have worked with. This was due to my salesman Donny Edwards. His energetic personality, engaging demeanor and excellent knowledge made me very comfortable investing in my fourth Lexus. I highly recommend Donny for your next purchase. Kudos as well to Sasan, the finance manager. He made the financing process simple and fun. It was a great experience as both gentlemen went out of their way to make me feel like I was a valued member of their family

I love my new Lexus NX 350 Premium Hybrid 2026! Chris Mendez was extremely patient with me while I decided on the right exterior color. He made sure I received the best deal and was very knowledgeable about the vehicle and the Lexus brand. The entire experience was smooth, and I’m very pleased with my purchase. 🥰

UPDATE: I’m updating my rating from 2 to 4 stars. While the initial communication was very difficult and I had trouble reaching anyone by phone for a few days, the sales associate, JJ, ultimately took care of everything. He followed through on his word and sent the missing back floor mats, and I also received the refund check for the registration and title overpayment. It took some persistence on my end to get the ball rolling, but I really appreciate that JJ took accountability and made sure I was made whole. I’m now fully enjoying my Lexus IS 350 and appreciate the dealership following through to fix the mistakes.

Arrived for an appointment and initially had to wait. Based on mixed reviews I read about this dealership I wasn’t sure what to expect and did think this wasn’t starting out well. I did interrupt an advisor who was eating lunch to figure out what to do. I apologized for interrupting him, but it was my first time there. I’ve been a loyal Mercedes customer for years and this is my first Lexus so yes, I was interested to see and was comparing a bit to how Mercedes treats their customers. The dealership is busy and a bit loud in the customer lounge. Not a lot of amenities while waiting as I’m used to at Mercedes, but I’m giving it a fair chance. Thankfully, once someone checked me in, I was assigned to Jimmy who was great! Personable and knowledgeable. I had a recall on my NX 350 (software related) and everything was taken care of in a reasonable amount of time. My car was also washed and ready to go. I will choose Jimmy as my preferred advisor moving forward. That made a difference in my overall experience.

I had an extremely frustrating and disappointing experience with this dealership from start to finish. Communication was poor from the very beginning. Multiple people were quick to send initial responses, but once I asked follow-up questions or tried to schedule an appointment, I was repeatedly told someone would get back to me—and no one ever did. When I finally came in for my appointment, the salesperson I was scheduled with told me he had “too many appointments at the same time” and handed me off to someone else. The new salesperson did not seem very knowledgeable about the vehicle. For example, I pointed out a mark on the headlight that appeared to be permanent, and I was told it was “just dirt,” which was clearly not the case until I insisted it be addressed. The experience in finance was even more concerning. I was told pricing was non-negotiable, yet when I questioned why the vehicle had previously been listed for $1,000 less, I was given an explanation that it was not Certified Pre-Owned at the time. However, I had taken a screenshot of the original listing, which clearly showed that it was already listed as CPO. This inconsistency felt misleading and undermined trust in the process. There also seemed to be a lack of basic product knowledge. I mentioned that the car had staggered tire sizes, and the salesperson had no idea what I was referring to. After purchasing the vehicle and returning home (I live three hours away), I noticed that the “IS 350 AWD” badging on the rear of the car was missing, despite it being visible in the listing photos. I reached out via email multiple times over several days and received no response. Only after calling did I get an answer, and I was told the car was returned that way, which does not align with the listing photos. At this point, the lack of communication and accountability has been incredibly frustrating. For such a significant purchase, I expected a much higher level of professionalism, transparency, and follow-through—especially when traveling a long distance. Unfortunately, based on my experience, I cannot recommend this dealership. I would strongly encourage management to review their communication practices and ensure accurate representation of their vehicles, as this experience fell well below expectations. Photos include original listing from March showing CPO, marker on the headlight that was “dirt”, missing letters on the vehicle I have, letters on their walkthrough video on YouTube.