Ourisman Toyota of Richmond

I had a weird experience with Ourisman Toyota. For a variety of reasons, I mistakenly drove off the lot in a new Camry XLE even after I noticed that there was an issue with the bumper trim (see image). I pointed this out to the salesperson while waiting for the financing paperwork to go through, and he assured me it would be possible to fix at the dealership if I brought it back later in the week However, when I brought it back by to have it fixed, I was then told it would have to be scheduled to be shipped out to a body shop. At that point, I realized this was more complicated than they told me when I was buying the car, and I did not trust 1) that it was a simple manufacturing issue as they said, and 2) that it would be easy to fix. To their credit, they bought the car back at a reasonable price after I said I did not want to go through the rigamarole of sending a new car to the body shop. However, the manager of the dealership gave me a very hard time before agreeing. He was insistent that it was not a big deal and claimed that "all cars have this type of issue" and I shouldn't worry about it because it was "only one-eighth of an inch". He was also insistent that I wasn't going to be happy in any of the car available because I was too picky. It's a huge bummer because I really wanted to buy a new Camry XLE. But because the manager would not provide me a loaner until a new Camry with the right trim arrived, and they got rid of my trade the day after they sold me the new car, I ended up buying a new Accord after trying to find a new Camry in stock at dealerships around the area for 10 days. I just couldn't wait any longer. If they would have given me a loaner, I would have happily waited to buy a new Camry. I even told them that color was not really an issue, and I would have been happy with almost any Camry with the same trim. I am very happy with my new Accord, but I will try again to buy a new Camry to replace my other vehicle when the time comes. I think Toyota Camrys are still the best value possible with the best combination of features and technology. I was also impressed with the warranties offered by Ourisman. However, based on this experience, I will look for my next new Toyota at a different dealership.

Excellent experience with an excellent dealership! I cannot say enough about Sales Manager Tim Grinstead and Salesman Mike Secors! They are true professionals who not only know their products but work hard to understand their customer's needs. They were NOT pushy at all (neither was Josh in the finance department!) when trying to sell their products, so different than many dealerships we have previously worked with. The entire experience was easy and honestly very pleasant. My husband and I left the dealership with confidence that we not only bought the right vehicle for our needs and we were truly appreciated as customers. We will definitely be back and will refer our friends and family to this dealership without any hesitation.

We had a good experience here from start to finish our email. Communication was honest I didn’t haggle really hard for the car once the price was agreed on the process was fairly smooth. Even when we got to the guy who did the closing when we told him we didn’t want the extra things he wasn’t pushy at all. no tricks no lies no gimmicks. I was cautious as I’ve bought many cars and this is actually the first time I’ve ever had a positive experience with a car dealer. The only thing I didn’t like is that you have to agree to release your information to their third-party people. The first few weeks I got a lot of annoying solicitations from Insurance and Sirius satellite radio. The insurance ones were easy to get rid of the Satellite radio people took a lot longer. I finally got them to leave me alone except for the junk mail, which is fine. If I did it again, I would insist that and refuse to sign the paper, giving them the go to give your information to these third-party people. The satellite radio might be a good thing for the right person, but not for us. Another thing is it was rainy and a little bit muddy when we test drove the car and decided to buy it. They still cleaned the car up even after our test drive this place seems to really care about the customer experience. I feel like they’re good people and they want their customers to feel good about them.

Everybody was super nice! I frequent Toyota dealers throughout the Eastern seaboard. Everybody here was nicer and more honest than anybody I dealt with in the years, that I go to. I dealt exclusively with the parts and service department. But I’m sure we will remember each other for a long time! Everybody has smile on their face. God bless this Toyota dealership!

Our sales associate, Clyde White, was great! He is patient, professional, and has a great sense of humor. He also listens! He made my mom, who is older, feel comfortable with the car-buying process. He was respectful and answered her questions. I would recommend Clyde to anyone! The sales managers were also kind. Positive experience all around!