Criswell Chrysler Jeep Dodge RAM and FIAT

Sales lied and didn't care to attempt to resolve Started out a great experience. Drove 2 hours to look at vehicles. Found one we liked. Filled out loan application and everything went smooth until we Started out a great experience. Drove 2 hours to look at vehicles. Found one we liked. Filled out loan application and everything went smooth until we inspected car before we left. Found defective paint area on the roof. Instead of trying to address the issue then, they said they would "put it in the system" and we could go to a closer dealer to our home. Tried that and it was a big fail. Turns out if they would have called or checked they would have been told as I was that it is a manufacturer defect and found on the lot so they were required to fix it, no other dealership could cover the warranty. Since I had to make the extra, unplanned trip back to MD it costs me 4 hours of a day off to get it there and it will cost the same to get it back. Since they basically lied to me, I felt they could compensate me a bit. They didn't want to make ANY effort. They guy at the sales manager desk acted like he could care less and since the sale was complete, my importance as a customer was gone with the sale. If there would have been any legal grounds I would have let them have the car back and lose a customer. My advise to anyone going there is get everything in writing (not just sales terms) as it could all be another lie to make a sale. More

Excellent I bought my car last year and I have been going there for almost a year. This time the service was really good compare to the other times. I almost ch I bought my car last year and I have been going there for almost a year. This time the service was really good compare to the other times. I almost changed dealerships completely but the guy that help us it was excellent. More

A sad tale with a happy ending. The dealership has had my vehicle for over 2 weeks with little to no communication during that time. Today I decided to make the hour + drive from our The dealership has had my vehicle for over 2 weeks with little to no communication during that time. Today I decided to make the hour + drive from our house to Gaithersburg to lock eyes with Christopher Bryant, the service manager. I wanted him to see for himself that there was a real person behind the voicemail messages. I went in prepared for battle and left the dealership with an entirely different opinion of Mr. Bryant than I had going in. He had a genuine demeanor, and I truly feel he had an honest answer to our serious delimma. To make a long story short; despite the lack of communication, which was explained, I was left with the impression that Mr. Bryant had my back and was going to make sure that Chrysler/Fiat makes our transmission problem RIGHT. He set me up in a loaner car and assured me that their would be a resolution to the problem by Monday. FYI... Today is Friday and the Christmas holiday is this weekend. So "by Monday at the latest" is saying something. I'm holding you to this Chris! Please don't let me down. I'm putting ALL my faith in you. More

The one assigned to me! I never received Mr. Marcos Olivero's full attention nor his dedication to getting the recall work done on my 2006 Jeep Commander. It took seven day I never received Mr. Marcos Olivero's full attention nor his dedication to getting the recall work done on my 2006 Jeep Commander. It took seven days to get my vehicle back, and the appointment had been made three weeks prior. I have been without my Jeep for the entire Thanksgiving Holiday. Mr. Olivero never returned my repeated phone calls. He only answered me twice, and both times put me on hold for an incredible amount of time. The first time he put me on hold, I had to hang up because it was taking too long. I made daily trips to the Service department in person, and found myself always waiting, and waiting, and having to explain my situation over and over. Mr. Olivero was my Point of Contact (POC), and yet, he was never available and he never made any attempts to communicate to me. After sending an email to Mr. Olivero's boss, and cc: in Mr. Olivero and the other two Service Advisors, I finally received an email apology from Mr. Olivero. Nobody else in the organization has responded, except for a stock canned response to my DealerRater reviews, and an email from a new player, Mr. Chris Bryant, in the organization who informed me that my Jeep was ready for pickup. This experience showed me that this organization as a whole is not invested into customer service in any meaningful way. More

Don't Expect Anyone To Care About You, The Customer If these guys are consistent at anything it's ignoring their customers. Twice I have made appointments to have my car serviced at their Gaithersburg s If these guys are consistent at anything it's ignoring their customers. Twice I have made appointments to have my car serviced at their Gaithersburg shop and twice they just completely ignored me. The first time they had my car for 3 days and didn't even look at it, and yes, this was after I had an appointment. I finally had to just go get my car as I was going away for the weekend. They never even looked at my car and all I got was, "sorry". The second time, just this week. I waited 3 weeks for an appointment, and this time I called them on the day of my appointment and cited my previous experience with them not even looking at my car and I was assured my car would be looked at. Well.... it wasn't. At the end of the day they told me they would call me in the morning with the result of their diags. Well, no call. I got a call at 4pm with the list of stuff they wanted to do and they wanted to charge me to continue to diagnose the problem. I reminded them I had an extended lifetime warranty (they should have known this) then they told me again they would call me back that night to tell me if the problem was covered by my warranty. Well, no call again. Over the course of all of this I called the service manager several times and he didn't return a single call. I called the service director twice over two days and he never called back. I called the General Manager and left him a message and he never called back. These guys had my car now for 3 days and I had no information on how much it would cost of when I would have it back. On day #4 I called the service manager twice and again no response. I called the service director (now the 3rd time I've called him). I finally reached a live person, not the original service director I called, and he finally drove my concerns to completion. This service department just absolutely sucks. Don't expect any communications from them and expect your car to be unavailable for days. I was even told by their service manager that they don't provide loaner cars. Un-freaking-believable. They hijack my car for 4 days, I'm driving my wife to the other end of Montgomery County to work, and they just don't care. I bought my car here and have had it serviced here since I bought it. After my last two experiences they've lost a car buying customer, and they've lost a service customer and I'll be sure to tell folks to stay away from this place. Their problems go from the service manager all the way to the GM. If they don't care at the top, they why do business with them. More

Worst customer service experience EVER. I live over an hour from this dealership. I got 5 quotes overall from different dealers and was most satisfied with the service I received from my sal I live over an hour from this dealership. I got 5 quotes overall from different dealers and was most satisfied with the service I received from my sales consultant Alex Sellouk. So despite the drive I decided to buy from Criswell. Two hours before our scheduled appointment, Alex called to tell me he went to pull up the vehicle that I settled on and it was gone. It had been sold. I kept the appointment anyway because there was a 2nd Jeep I saw that I was willing to consider. When I arrived, Alex was with a customer at our appointment time. I walked around for 30 minutes with a different consultant just passing time. Finally another consultant, Jesse Cameron was assigned to me so we could get started. Over an hour later, Alex had not come out of his office to introduce himself. By the time we were finally ready to close the deal, he stopped in briefly to help talk me into the low ball offer for my trade. Finally we settled on a number and I went to the waiting room to wait for the finance manager. I sat down at 8:30. I did not see the finance manager until about 11pm and did not leave the dealership until after midnight. The finance guy was obviously ready to go home and rushed through everything, annoyed. Alex had long since left and Jesse stayed to finish the deal. When the finance part was finally done, Jesse told me that he couldn't get the car detailed because it was too late. He also didn't have my spare key fob and said he would mail it to me. Thathe was August 30. The end of September came and I still hadn't received it so I called Alex. He stated that Jesse was supposed to send it and he would get it taken care of. Yet another 2 weeks passed - no key. I emailed the sales manager to express my concern. No response. I called Alex back...no response. I left a message for Jesse - you guessed it....no response. So I called Jeep corporate who then contacted the dealership. I was told that the key had to be programmed to my vehicle so I had to go back to the dealership. When I arrived, Jesse had the key in his hand with my name on it. He said that it "arrived" and nobody notified him so that's why he didn't send it. Since he could have then mailed it when he received it, my hour and a half trip was pointless. Such a waste. There was no explanation as to why nobody from Criswell called me back to tell me anything at all!!!! Jeep corporate was very empathetic and stayed in touch with me to make sure things were resolved. When I explained the unprofessional and absolutely ridiculous way I was treated, they offered me a few free oil changes at my local dealership. I would never ever recommend doing business with criswell. All they cared about was closing a deal. More