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Criswell Chrysler Jeep Dodge RAM and FIAT - Service Center

2.8

63 Lifetime Service Reviews

84 Bureau Drive, Gaithersburg, Maryland 20878

63 Reviews of Criswell Chrysler Jeep Dodge RAM - Service Center

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September 11, 2018

"Awesome!!!"

- jhaley23

We had an accessory installed on the vehicle after purchase! They gave us a free loaner and everything is great! We love our new Jeep!

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Recommend Dealer
Yes
Employees Worked With
Marco Brown
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
April 30, 2018

"their service department is the worse."

- moecrane

Made apt 3 weeks ago, dropped car, had to call 5 times. Firs time, they told me they don't have my car, and it went downhill after that. Still don't have my car.

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Recommend Dealer
No
Employees Worked With
Horace Dismuke Jr.
March 24, 2018

"DON'T WASTE YOUR TIME!!! "

- Disappointed

I received a recall notice for my 2013 Jeep Grand Cherokee concerning the alternator & brakes. I scheduled an appt in Feb for late March because they said they were booked but that they did have the parts for my recall. Coincidentally, the day of my appt, it had snowed. I never received a call of cancellation but was leery of driving in the snow to just be told it could not be done. I called them myself & was told only one technician came into work so my truck would probably not get done. I told the rep, a phone call would've been appreciated but I could reschedule. I did so & dropped my truck off on my lunch break the day of my appt. Horace was the one that "helped" me. I was extremely upset to find out from him that they did not have the part to fix the recall on the alternator & that it was on back order for 2-4 weeks. The recall for the alternator was that they catch on fire so I was very concerned. Horace disregarded my concern & said it's really not that serious, just check back in 2-4 weeks to see when one would be in for my truck. That was disturbing. I had to get back to work so I allowed him to take my truck to fix the brake boost since he said it would only be a couple hours & I would be off by then. I got off at 3pm, came back to the dealership just to see my truck parked in the parking lot untouched. I asked for Horace & he told me to just go wait in the waiting room. It will be done shortly. After waiting for some time, Horace comes to tell me that there was more bad news. The technician that was assigned to my truck got sick & went home early but he could get somebody else to do my truck in a few mins. I am still trying to figure out why he did not know to do this earlier as I had dropped my truck off at 11:30am & by this time it was 4:30pm. He offered me a rental (Fiat) for 24 hours & a carwash for $20. By this time I was extremely upset that I had a wasted an entire day for absolutely nothing to get done. I asked for my key & went home. I will never attempt to get my truck serviced here ever again. That was the worst experience I have ever had. My suggestion is that you hire people who want to work & are passionate in what they do. If I could give 0 stars, I definitely would.

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Recommend Dealer
No
Employees Worked With
Horace Dismuke Jr.
February 06, 2018

"Horrible Service department"

- Jeep_owner

This is not the first time I have had bad experience with this dealership. At least three times they have taken my car and had nothing done on it for the 8 hours that car was sitting there. Each time they say " we are short-staffed". This is not a good excuse. No to mention they don't give you a call to give you an update on your car. I will never bring my car here and suggest nobody should either. They are nice to you when you buy the car from them after that they treat you without any respect.

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Recommend Dealer
No
Employees Worked With
Horace Dismuke Jr.
January 16, 2018

"Made Appt for Recall Fixes"

- not happy customer

Made appointment for recall fixes, confirmed, dropped the car off and when I picked it up they said THEN that they did not have the recall parts!!!! So that fix was not performed for all my trouble.

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Recommend Dealer
No
Employees Worked With
Multiple in Scheduling/Service
January 06, 2018

"It just gets worse with every visit"

- mmeit

I continue to be stunned by these people. My Fiat has now been in for the 10th time for 5 separate issues. One issue took five times to resolve, and the current issue is on its second try. This time I have been without my vehicle for a full month until picking it up today. At no time did they ever contact me to tell me what was wrong with my car, nor how long I would be without it. When we brought it in we were told that we were lucky that the engine didn't seize...a day after picking up from supposedly being fixed. The service manager assured me that he could work with the regional Fiat rep to help get me into a more reliable vehicle, but never followed up. I literally never heard from him. After leaving a previous review I did hear from the customer service person at Criswell who put me in touch with a sales manager who made a similar promise. In the end he said he would give me about a third of what I paid for the car, plus around $2,000. This is for a 2016 vehicle with less than 13,000 miles on it! Grrrr... And then, like the others he stopped returning my calls. I have left messages for him and the customer service person, and emails for all three, but nobody even had the courtesy to respond. This is not a classy operation. The only thing worse is FCA, who offered me 1% off the MSRP of a new car for my trouble....that's not a typo....1%! And then I went into the Criswell Jeep dealer to try to talk to someone else, who was ruder than any of the rest. These people are downright incompetent in their service and rude to boot. Stay as far away from FCA products and Criswell as you can! Let me say that the only person there who is super nice and always tries to be helpful is Horace...he's a bright spot in an otherwise dismal operation.

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Recommend Dealer
No
Employees Worked With
Kevin Glassic
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Horace Dismuke Jr., Scott Donaldson
January 03, 2018

"Don't back their warranties well"

- Danc333

PWe purchased a dodge caravan from here in2016. The negotiation seemed less than straightforward and we had to switch sales people because they didn't want to honor prices quoted by the first. after coming back a month later, we got a fair price. During financing, they pushed the tire warranty explaining how good it was and how hassle free it was. Fast forward to 01/03/18, we had a flat tire. We changed it ourselves on the side of the road and drove right to THE SAME DEALERSHIP we bought the car and showed them the warranty. They explained it takes all day to get approved. the warrant number that we called right after that said it should take ten minutes. Next, it's been over 3 1/2 hours already! The staff has been anything but helpful. Disgraceful and unpleasant experience from the moment we were purchasing the car to yet again when we all we are asking is for them to honor the tire warranty! CANT imagine how bad it will be if we have something major occur to the car.

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Recommend Dealer
No
Employees Worked With
Dan Leithauser
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : We listed Dan and Scot as they are the managers for the respective shops. , Scott Donaldson
January 02, 2018

"service not done even though it was said it was"

- marzbame

Car "engine light and break light" service came on. Had issues starting the car, and when it did, the "D" flashed the whole time I drove and it was sluggish to move". Scheduled maintenance at 7am Weds 12/29. Told it will be looked at and someone will call me. No one did. I call next day at noon. They said "oh its going to be looked at next. We will call you with update." No one did. I call next morning - 2 days AFTER bringing car in at scheduled appointment. "Oh the car is fixed. it was SW issue - that should resolve your problem". Took car home, next day car still had same issues as before, but this morning the car didn't even start, so we couldn't take our kids to school. Tried to call service dept. no answer. Used web chat (twice) and was told a service manager will call me. Still no call. To say it has been an incredibly disappointing experience is an understatement. I simply wanted the car fixed, and did all that was asked of me by their service dept. and still nothing has been fixed and my car is now stuck on my driveway. With their current track record, I don't assume anything will be done. I need to figure out what to do next regarding a car that wasn't service properly.

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Recommend Dealer
No
Employees Worked With
Sulman
December 06, 2017

"No parts, no consideration, no assistance!"

- Spyder124

On November 1, my 3.5 months old 2017 Fiat Spyder 124 was broken into in the parking lot near my office. The culprit used a rock to break the driver’s side window for no apparent reason. When I came out and found it, I immediately reported this to the police, and drove it home, where it has remained since then, as the broken window would be open game for further vandalism. The next day, I contacted the dealer I had purchased the car from, Criswell Automotive in Gaithersburg, MD. I was quoted a price for replacing the window, and scheduled the first available appointment which was the following week. When I arrived for my appointment, I was asked to leave the car for 2 or 3 days. However, as I was there for a scheduled appointment, I informed them that I chose to wait. I was then told: 1--the glass needed to be ordered and 2-- For them to order it, they wanted a $500 down payment. And 3—they could not predict how long it would actually take to acquire the glass. The “spare parts” technician stated that acquiring the glass could possibly take until next April. I proceeded to contact other Fiat dealers in a variety of locations, all of whom confirmed that they did not have it in stock, and that they could not give an estimate as to when they might be able to acquire the glass. I next called Fiat Corporate. The person I spoke with promised to pass along my situation to the back order (BO) specialist, and that he would call me the next day. That, call, of course never happened. After several calls back and forth for 2 weeks, the BO specialist finally told me that the window glass had to be ordered through the dealer, and suggested I call other dealers – which I had already done. So, here we are, more than six weeks after the vandalism occurred. I still do not have the ability to use my car, which I am paying $430+ each month—and getting absolutely NO COOPERATION from Fiat or its dealers. Thus, I am turning to you, to assist in 2 ways: 1. To motivate Fiat and the Fiat dealer to act quickly to repair my car, and 2. To warn other consumers of this travesty! Thank you for your assistance. Edit 1/13/2018 Nothing happened. I am still without any help, part or even a promise of assistance. It's now 3 months. This is ridiculous. Very unprofessional, incompetent and complete lack of service. To add to the issue, Fiat USA advice not to deal with this dealership.

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Recommend Dealer
No
Employees Worked With
Other Employees : Cas Castiglioni, Horace Dismuke Jr., Scott Donaldson
November 22, 2017

"Truly Awful Service Dept."

- tobymo

I had called to make an appointment the first week of November but, was told they were very busy so, I scheduled my appointment for 11/10 and dropped off my car the evening of 11/9 to ensure it would be serviced when expected. On 11/10, nobody bothered to call me all day and when I finally called at 4:30, I was told my car had not even been looked at but that they'd get to it first thing on 11/11. I was also told that they may need to keep my car over the weekend if it needed parts. I called again on the morning of 11/11 for an update and was told my car needed a wheel bearing replaced, a tune up and an oil change. Fairly straight-forward stuff but, a part was needed for the wheel bearing and I was promised a phone call by the end of the day. That did not happen. I called once again on Monday (not once had I received a call from their staff during this entire time... I only received answers if I called myself) and was told that there was another vehicle in front of mine that was deemed a higher priority by some manager. At this point, I was out of patience and said that it is ludicrous that rebuilding a wheel bearing, a tune up and an oil change were taking more than a day, let alone 3+ days. I had to go out of town on Monday evening so, I instructed my service tech to call my wife to arrange pick-up on Tuesday. Of course, the car was not ready on Tuesday and nobody called me or my wife. I finally was told the car was ready on 11/16, a full SIX DAYS after dropping it off. I had requested that they call my wife to arrange pick-up since I was out of town and she needed a ride. No surprise, that didn't happen. When I finally got back in town and came to pick it up on 11/17, I waited 45 minutes for the porter to bring the car around. Nothing about this situation was acceptable and I will never be back for service or to purchase another vehicle. Way too many options out there to deal with this kind of nonsense.

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Recommend Dealer
No
Employees Worked With
Malik Gist
1
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