Criswell Chrysler Jeep Dodge RAM - Service Center

No parts, no consideration, no assistance! 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’ 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. More

Truly Awful Service Dept. 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 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. More

Run don’t walk from these guys they can’t even change a tire I brought in my car for a flat repair. I waited many hours (it's fine I was a walk in, and I had my computer with me) and found out it was a long sc I brought in my car for a flat repair. I waited many hours (it's fine I was a walk in, and I had my computer with me) and found out it was a long screw, it bent and was pushing against the sidewall (from the middle of the tire, which is normally repairable, but i agree potential internal sidewall damage is a timebomb). The tire was not in stock, but it could be ordered. I was put in a Courtesy car and sent on my way. The following day I was called around noon, and Malik said he talked to my wife and that she said he should call me. Well no one there has my wife's number, and she told me that was not the case. Whatever, just a small thing, but it adds to the bigger picture. So I was told that the tire was there at 11:20, and that it would take 2 hours or so to mount the tire and wash the car. They would call me. Thats fine. At 4 i called back and asked about my car. They said drive in it should be ready. drove to the shop got there to drop off the courtesy Car it was around 5:30 The car was there next to me getting wiped down. They drove us over to the service shop in the courtesy car, and the driver of my car was behind us. When the driver of my car pulled in, all you could smell was roasted clutch. Why would someone working at a car dealership (that has to drive cars) not know how to drive a stick?? This was the same time Malik heard a rush of air and saw the tire was flat. Of course I kept asking is that my clutch that I smell?? (no one confirmed it at this time, but later at 7 pm they did). At this point I was told many stories. around 6 I saw the car brought in and put on a floor jack. I caught Sean while he was talking to Horace He told me he checked out the clutch and it was in spec. I continued to wait but nothing, no updates unless I went and bothered someone, and even then it seemed like everything was tight lipped. I heard a few stories and none of them matched up. I heard it was a tight fit so tire change could take the 3 plus hours I was there (plus the time since they had the tire, and the time I left the car). I was told they got the wrong tire, it was or wasn't directional. I was told no, thats not it, it just didn't fit, that there were two types of the same tire. It was crazy, why couldn't I get the straight answer? Why couldn't the team get together and at least agree on what to tell me. It made me feel like something was fishy. Shortly after Malik got back, my car was ready. It was backed out of the garage facing away from the service bay with the replaced tire (right rear) in the dark 7:40. So i took a quick peek and it seemed fine. I drove it home and got it in the light, and you can clearly see the rim was scratched and damaged during the change. so much so that maybe.... they had to use a strip of rubber, used to plug tires, to plug the gap from the damage in the rim. Between the clutch, the rim, and who knows what else... We have taken care of the car, and been very careful with it. We thought service at a dealership would be a safe place.... I don't even know what the heck else could have gone on while it was there... More

Very rude I called to make an appointment due to a Urgent recall and my start/stop feature is malfunctioning. Chuck was very rude with a "Sir, sir, sir, I told I called to make an appointment due to a Urgent recall and my start/stop feature is malfunctioning. Chuck was very rude with a "Sir, sir, sir, I told you" answer. I have been using this dealership since I purchased my car in 2015, but with this kind of costumer service, I rather to move and find another dealership. I hope I don't have an accident while waiting for the end of the month appointment. More

Poor Customer Service When she has a Bad Day, she takes it out on the Customers. I took my 2017 Jeep Wrangler in on July 17th because it was having a Transmission issue. When she has a Bad Day, she takes it out on the Customers. I took my 2017 Jeep Wrangler in on July 17th because it was having a Transmission issue. She Snapped at me "Do You Have an Appointment, if not I can't help you for 2 weeks " She was able to find an appointment on July 26th. She gave me the option of leaving my vehicle but it wouldn't be looked at for at least 3 days and even though it's under warranty they wouldn't cover a rental car. This is my first Chrysler product, I normally buy Chevy's. Criswell Chrysler Service needs to take a look at how Criswell Chevy Service handles customers that have been buying cars(5) from Criswell since 2001. Since it was under warranty Chevy Service couldn't do anything for me but would have if they could. I took my Jeep to Len Stoler Jeep in Westminster. They found that the problem with the transmission was that it was 1 quart low of fluid. I have taken the Jeep to Criswell Chrysler Service for it's Oil changes and tire rotations, obviously they don't check all the fluids like they claim to. So the bottom line is Criswell Chrysler Service doesn't do what they claim to do and have the worst Customer Service. More

Excellent Service! This is the second time I brought in my Jeep Wrangler for an oil change and their express service is really fast. When I mean fast, within 30 minutes This is the second time I brought in my Jeep Wrangler for an oil change and their express service is really fast. When I mean fast, within 30 minutes they are done! Best of all, their customer service is top notch! I was so frustrated with the other Jeep Dealer I used to go to and now I'm so happy I found Criswell! Thank you for the excellent service Criswell Team! More

nice and courteous service so far I have taken my car to this service center a few times now, personnel is pleasant, and the work is satisfactory. Oscar is always polite, and ready to I have taken my car to this service center a few times now, personnel is pleasant, and the work is satisfactory. Oscar is always polite, and ready to listen to my inquiries. More

Left us with $700 rental charge We took our Jeep for service in December. They let it sit for weeks without doing anything while waiting for an email response 'to authorize' them to We took our Jeep for service in December. They let it sit for weeks without doing anything while waiting for an email response 'to authorize' them to start service, an email we did not receive. By the time they started service, our 30 day rental coverage was expiring and we went over. When the vehicle was finally released, it was found defective (faulty transmission). We returned it so that repairs could be completed, had to rent another car. Since the transmission problem was considered part of the same incident, Geico (our insurance) did not cover rental costs. The two car rentals were charged separately. The first charge was covered by Criswell, while the second in the amount of $709.31 they refuse to cover. The salespeople are very friendly and eager to sell you something, while the service department can be a nightmare, and a costly one. More