Criswell Chrysler Jeep Dodge RAM - Service Center

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

still waiting a call back 3 days later Had some questions regarding some service performed on my daughters Jeep, called and left a message for the service advisor and the service manager bu Had some questions regarding some service performed on my daughters Jeep, called and left a message for the service advisor and the service manager but neither called back. Poor customer service, won't return. More

Service nightmare I have never been so appalled at such a lack of professionalism, competence, and skill at dealing with the public. Criswell has had my 2014 Fiat 500L I have never been so appalled at such a lack of professionalism, competence, and skill at dealing with the public. Criswell has had my 2014 Fiat 500L for 5 weeks. They have been unable to diagnose and correct the transmission problem. Finally they replaced the transmission, I picked it up, drove about 10 miles towards home only to have the transmission light come back on. I was uncertain as to whether the car would make it back to the shop. It is still under warranty and both Criswell and the Chrysler parent company are doing nothing to fix the problem. I was promised a call from Chrsyler today to try to work out a settlement. Needless to say, there was no call. They do not answer the phone, the service manager refuses to call back. It's a nightmare. I would never deal with these people nor trust any Chrysler product. More

Horrible Customer Experience Recently I took my 2012 Grand Cherokee in for an oil change and needed the Service Department too take a look at my brakes due to the fact that the pe Recently I took my 2012 Grand Cherokee in for an oil change and needed the Service Department too take a look at my brakes due to the fact that the pedal was not pressurizing. The Service Advisor blew me off stating they do not have time. I called back later that day because the situation got worse. I spoke to another Service Advisor (Mohammad) who I stated to that I needed a new brake booster. He then transferred me to the parts department to see if they were in stock, once I got that information I was transferred back to schedule the appointment where Mohammad tried to. Charge extra money for a service that should be included for the part that needed to be replaced. Once I asked to talk to the Manager he deducted that price from my total bill. The next morning I called and spoke with Service Advisor Oscar who seemed like he was going to help me out with a courtesy vehicle and put me on hold for 55 min without getting back to me. When I hung up and called back I got the cashiers office who I stated to the situation, she came back on the phone stating Oscar was busy with a customer and would have to call me back. When I repeated that I was on hold for 55 min she began to become very rude and stated again that he would call me back which I am still waiting for and it has now been two days. I had sent an email who stating my experiences over the past two years to a Sales Manager since I could not find an email address on their site to send to a Service Manager. The Sales Manager Sam Hall was very prompt in responding and sent it to the Service Manager and Service Director. I received a call later that day stating they could now help me with a courtesy vehicle but at this point it was too late and I had already had to rent a car out of my own pocket. There was no reply email or call from the Service Manager. This to is a complete lack of Customer Service at every level except from Sam Hall who did what he could to advise the correct staff members of the situation and I thanked him for that. I have had very inconsistent service from both the Jeep and Chevy sides of their operation due to the fact I take both my cars to the dealership for service. After this past experience with people not getting back to me when they say or any type of recourse from the service manager something as simple as a reply to the email or a phone call apologizing I will no longer be taking any of vehicles to this location and will not recommend this dealership at any capacity to any friends or family. Customers now days do not only look for a good price but the experience of this service they receive from start to finish. I might have to drive a little bit farther and possibly pay a little extra but it will be WORTH IT. Sincerely Completely Unsatisfied Customer More

Criswell's No Fault Service Plan The folks at Criswell Chevrolet-Chrysler-Dodge-Jeep-Maserati-Nissan-Honda-Fiat-RAM-Alfa Romeo will do almost anything to get you to buy a car from the The folks at Criswell Chevrolet-Chrysler-Dodge-Jeep-Maserati-Nissan-Honda-Fiat-RAM-Alfa Romeo will do almost anything to get you to buy a car from them, and they have a mouthful to choose from. But before you drink the Kool-Aid, be sure to ask them about their No Fault Service Plan. Because once the car leaves the showroom, their No Fault Plan kicks in. And what that means is, "hasta luego, sucker. You bought the car. Now, you're on your own." In April of last year (2015), I bought a brand new Fiat 500 (VIN #FT509135S34) from Criswell. I love the car. It's perfect for city driving---when it works. But I've had to take it in for servicing every week for the past three weeks. And what happened today was the final straw. The first time was for regular servicing: oil change, rotating the tires, that sort of thing. I called for an appointment and was told I would have to wait three weeks to get one. Three weeks? Last week, I took the car back to Criswell because the engine service light went on and the manual said, take it to your dealer for servicing, immediately! I did, without an appointment. An hour out there, two hours back on Metro. Ok, stuff happens. It was ready the next afternoon. But the engine light was on again within 24 hours. Then, I received a recall notice from Fiat Chrysler in the mail. Something about the clutch cover going bad and needing to be replaced. Otherwise "loss of motive power could cause a crash without warning," the recall notice said. And then yesterday, July 4th, some friends noticed that my front tire had a blister in it, which they said was so bad the tire could blow out at any second. And when we went to look for the spare, we discovered there wasn't one. Bingo! While everyone else in Washington was watching the fireworks, I was driving home in a car unsafe-at-any-speed: engine, clutch and tire---all ready to make me and my Fiat one of those sad holiday stories. You know: war correspondent who'd cheated death a hundred times, dies in a car crash. Police say it seems his car's engine blew up...or was it the tire that blew out? Or the clutch that failed? Autopsy of car and driver underway. You can imagine how I felt when I woke up this morning, alive. So I called Criswell, asking to speak with my service adviser. Then, when I got his voice mail, I asked the operator to speak to the head of the service department. I wanted to ask if I should drive the car out to Gaithersburg, or have it towed? But after 15 minutes, she said she was sorry; nobody was there. She took my number and assured me someone would call back "as soon as possible." One hour. Two hours. How soon is "as soon as possible?" Then, I remembered Criswell's No Fault Service Plan. No one would ever call me back (and no one ever did). I was on my own. When I got out to the service department this afternoon, still alive, sure enough they quickly invoked No Fault clauses 1, 2 and 3 and 7: CLAUSE 1 (TIRES): There was only a 1 per cent chance the tire was defective so they weren't responsible and their failure to rotate the tires two weeks ago, which they were supposed to do, had nothing to do with the tire, which they agreed needed to be replaced; CLAUSE 2 (ENGINE): They couldn't understand why the light had come back on but the fact that it did, after they had supposedly fixed whatever was wrong, wasn't their fault, either; Clause 2 stated quite clearly, they said, that neither my inconvenience nor my life was important enough for Criswell to give me a loaner until my Fiat was fixed; CLAUSE 3 (SAFETY RECALL): They couldn't do anything about that, either, because Chrysler hadn't sent them the parts needed to fix it; not their fault nor their responsibility. Their No Fault Service policy, they repeated, gives Criswell the right to ignore Safety Recall notices that explicitly say a car they sold could "crash without warning." That's the "hasta luego, sucker" clause in the fine print down at the bottom. CLAUSE 7 (NO SPARE TIRE): Even though they acknowledged that not having a spare meant having to be towed in if you have a dangerous blister in your tire or a flat, the No Fault Policy absolves the service department of responsibility for that, too. "Your salesman should have told you," they said, as if the Criswell salesman (who's long gone, by the way) hadn't been working for the same auto dealership they do. We'll call this the Blame It On Someone Else Clause, though I'm not sure even they believe it would stand up in a court of law. Wanna make America great again? How about boycotting companies like Criswell that don't stand behind the products they sell and cheat their customers--- giving other car dealers and capitalism, too---a bad name? More

Painless I brought in my Fiat Abarth for routine maintenance, dashboard lights out and a front end check. Service went well. I'll be coming back even though I brought in my Fiat Abarth for routine maintenance, dashboard lights out and a front end check. Service went well. I'll be coming back even though I live in Upper Marlboro. More

DO NOT GO HERE, TERRIBLE SERVICE Took my car in to diagnose a light on in the dash, they diagnosed the wrong light. Didn't contact me for 2 weeks, then after getting ahold of them the Took my car in to diagnose a light on in the dash, they diagnosed the wrong light. Didn't contact me for 2 weeks, then after getting ahold of them they and explaining what I needed diagnosed, the told me it would be covered under warranty. I waited another week and still no call giving me an update, I finally show up and they never even touched my car. Terrible customer service, I've dealt with the parts department before and also terrible, they got me the wrong parts twice. I highly recommend not giving them anymore of my business and/or recommending their dealership. They should not be open, or allowed to operate business. That is all More

NO COMMUNICATION THE ASSOCIATES WITH THE TECHNICIAN. When I arrived at Service, I requested the Associates to do 1) Oil Change and 2) fix the clip near front Tire (driver's side) so that one clips is not When I arrived at Service, I requested the Associates to do 1) Oil Change and 2) fix the clip near front Tire (driver's side) so that one clips is not fit. He said that "No problem, we will fix it". He also said that it takes total 30 minutes. However, as actual, the other staff came to lounge in 1 hour and all customer asked him why it takes much time. He explained us Today (that is on Saturday, March 12)'s technician is only 2 even if the regular time is 4 technicians. Therefore, It takes more 30 minutes. Actually, Total 1hour 45 minutes. It's OK if everything is fix. A staff call to my cellphone that my dodge is ready even if I am at lounge and ask me to pay the money. and I got my car. HOWEVER, my request 2) that is fix the clips near front tire did not fix at all. I realized that the first Associate did not informed the Technician all my request. It was too late so that my dodge is already out side of shop and a staff return my key... What's going on? I have to go to shop AGAIN! The associates should communicate with the technician. The associates should TAKE A MEMO IF THEY CAN NOT REMEMBER THE CUSTOMER'S ALL REQUEST. More