Criswell Chrysler Jeep Dodge RAM and FIAT

Criswell Chrysler Jeep Dodge RAM and FIAT responded

Good Morning, My name is Sue Folsom and I manage the Business Development Center here at Criswell Automotive. Our dealerships participate in the DealerRater Certified Dealer Program and we are committed to providing high quality customer service. Based on your DealerRater review, you did not share that experience. That is very disappointing to us and, through this program, we have the opportunity to work with you to resolve any issues with your experience at the dealership. I look forward to hearing from you and working with you to resolve any outstanding issues.

Criswell Chrysler Jeep Dodge RAM and FIAT responded

Thank you so much Kurt for your response. May I please have an email address or phone number that we would have on record to do some research on this. I saw that you also tagged Kevin Szot in your review. Did you speak with him directly? Again, my thanks. It is valuable customer feedback like yours that helps us recognize issues, work to resolve them and put correct processes in place.

Kurt responded

From my standpoint, there was a sequence of events and I was left with a bill of about $700, while being completely out of the loop. 1. The Jeep was taken to your shop explicitly for service in December, but you didn't start working on it because you were supposedly waiting for an "authorization" to start. I wouldn't have had the Jeep towed there otherwise! 2. Leaving it sit there for weeks meant that my allotment for rental was eaten up without any advancement in the service. Of course, this meant that the service was rushed. I blame both Criswell and Geico for this. 3. We finally received the vehicle, the rental went over time, Criswell paid the ~ $300 fee to Enterprise. BUT, it turns out that the service was faulty/incomplete. 4. We returned the Jeep because of the transmission. Geico considered this part of the same event (and I agree), but I heard that on one hand Geico didn't authorize more or blah blah blah, but Criswell did not "fix" the Jeep completely. If you were prevented by Geico, you should have pushed back. The fact that you delivered a vehicle with a faulty transmission means I lay the blame with you. I don't mind mistakes, but while you were fixing the transmission we ran up another $700 of rental fees that nobody covered. On top of that, your service mgr. Chris Bryant had verbally indicated that the rental would be covered, which is why we actually returned the rental vehicle TO YOU, not to Enterprise.

Kurt responded

The email address you most likely have is kurt_sr@hotmail.com (although I can't get at it now), and the phone number is (240) 401-5397. I did speak personally with Kevin Szot, who was very attentive and straightforward, but he was the one who decided that the ~ $300 bill would be paid while the ~ $700 would not. The justification given was that your shop actually did the transmission work (2nd service) in only 2 weeks, which was record time, and he thought that we should all be grateful for the heroic effort on the part of the shop. My thought is that if the service normally would have taken 4 weeks, then I'd be $1500 down on the car rental, and it STILL wouldn't have been my responsibility to pay. I do appreciate the shop's work in turning things around in 2 weeks, but it doesn't change the fact that it should have been fixed before it was released the first time, and I shouldn't have any penalty.

Criswell Chrysler Jeep Dodge RAM and FIAT responded

Good Afternoon, My name is Sue Folsom and I manage the Business Development Center here at Criswell Automotive. Our dealerships participate in the DealerRater Certified Dealer Program and we are committed to providing high quality customer service. Based on your DealerRater review, you did not share that experience. That is very disappointing to us and, through this program, we have the opportunity to work with you to resolve any issues with your experience at the dealership. I look forward to hearing from you and working with you to resolve any outstanding issues.

Criswell Chrysler Jeep Dodge RAM and FIAT responded

Thank you for responding. I appreciate that your time is valuable. Since the BDC is only one of many things that I do for our dealerships, I am at least willing to try. If you give me some contact information so that I can look at your customer record, I will do everything that I can. You might be surprised... and I promise I will try. Do we still have your car?

Criswell Chrysler Jeep Dodge RAM and FIAT responded

Good Morning, My name is Sue Folsom and I manage the Business Development Center here at Criswell Automotive. Our dealerships participate in the DealerRater Certified Dealer Program and we are committed to providing high quality customer service. Based on your DealerRater review, you did not share that experience. That is very dissappointing to us and, through this program, we have the opportunity to work with you to resolve any issues with your experience at the dealership. I look forward to hearing from you and working with you to resolve any outstanding issues.

PAJim responded

Sue; I am a customer who drove 2 hours at the invitation of your sales person, Adam, to see and test drive a vehicle yesterday. When my brother and I arrived at the scheduled appointment time, Adam was off of work and the truck had been sold. I understand the truck was sold, no problem, but why did Adam or anyone else in the dealership have the courtesy to call us to save us a total of 4 hours on the road yesterday? The Used Car Manager responded to me and said that he apologized and gave the excuse that the truck was sold after Adam had left for the day. That was a very lame excuse. That tells me that you have no organizational structure in place to prevent this from happening in the future, nor does he care to create one. If I were you, I would restrict your advertising to the Gaithersburg area only because you do not care about the people who travel to your dealership and do not need the business of anyone outside of your tiny little circle there in Criswell land. To my knowledge, Adam still has not called my brother to apologize or provide any explanation as to (1) why he made an appointment and was not there and (2) why he didn't have the courtesy to call us to save us a trip, He should be held accountable for this and Mark Valcich is not really interested in dealing with it.

juansters responded

Hello Sue, please see below from my husband: To whom it may concern, This is an aggravating experience that I'm going thru at the moment. Invoice# 751394 On 2-16-17 I took my car in for service (Oil Dripping). Days later I had a hard time tracking down the service advisor. I was told it would be ready in a day or two. It took longer than that without hearing from anyone. finally the car was ready on 2-27-17 and when I got home the bottom of the car still had oil, so I got under to clean it good. Weeks later the bottom was oily and dripping just like before. Took the car back on 3-23-17 and spoke to Chris Briant on the phone and explained the problems and he responded just in the same positive manner as expected, that he will ensure things go right and he will keep me informed. Today is 3-30-17 and I have not heard from anyone. I believe that I'm having the same experience that most people have when they bring in vehicles under warranty. I just hope my vehicle gets repaired correctly and soon so this does not become bigger problem than what it is now. Juan Aguilar