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Criswell Honda - Service Center

3.4

135 Lifetime Service Reviews

19525 Amaranth Drive, Germantown, Maryland 20874

135 Reviews of Criswell Honda - Service Center

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August 07, 2019

"Worse service and total waste of my time! "

- Grace C.

I had the worse experience at this dealer. I paid $1127.10 to change four of my tires in 2017. They said there are 2 years warranty on all tired (including any road hazards such as nail or flat tires). Not too long after, I had a flat tire. Then I brought it back to the dealer, they found a nail/hole on my tire, they plugged it. Ever since then, I keep having pressure leakage problems. After many many times (6 times), the car still leaking air. If they did what they promised, just replace my tire, I would not need to keep bringing my car back. Every time I brought back my car find the leaking pressure, they always brush me off “it’s just the cold weather making the tire pressure low!” They completely wasted my time all these 6 times. Now I’m back again at the dealer in August 2019, manager Tonia told me it’s the sensor leaking. She asked me to pay for sensor, it truly blows my mind that a big dealer like Criswell can run this bad and unprofessional service. I’m furious that she said she could’t do anything for my time, and that I just want “free stuff.” This is very insulting! I brought two receipts back, total is $2000, and is it really that I want free stuff? I am seriously upset, and warn everyone not to bring cars to Criswell Honda in Germantown. They are the one that made an mistake (not finding the real problem), then turn around blame others. I wanted to speak to a upper manager to voice my concern, they said there is no one else can help, except Tonia. How can a big dealer like Criswell handle customers this way, and belittle their time. I read reviews from others stated that the managers and service workers do not care about them or anyone. That’s very true! I do hope they will look into the problems and change the way they treat their customers. This is definitely NOT the way to do business.

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No
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Aug 08, 2019 -

Criswell Honda responded

We understand your frustration with this ongoing issue and sincerely apologize that your experience at our service department was anything less than exceptional. We have shared your feedback with our management team and understand that these issues have been addressed and resolved in a positive manner. It is our goal to provide the service your vehicle needs to stay in top performing condition while offering great customer service. It is our hope that we can continue to work with you on any future automotive needs and welcome you to reach out to us if there is anything further we can do to help.

August 05, 2019

"Ongoing issues with a 10,000 pre owned car "

- Textorn52

Sales person was very pleasant to deal with and I give him a big thumbs up he did his best to encourage the sale in the process to go smoothly however this is where it all ends. It was pouring rain the day I bought the car and was unable to drive it past a certain speed because of traffic on the highway and the obvious dangerous driving situation in the rain. There are several issues with the vehicle that I have addressed with the service department however was already told that they were not going to cover the air-conditioning compressor going bad even though the service advisor and technician both said there is a problem not one week after purchasing the car and was told by a service advisor that all of a sudden this would start blowing hot air and then of course it will need to be replaced not happy with that but it’s been documented. The other big concern I had during the same visit this now being my second visit there after the first issue was not resolved and there was not enough time to look at the second issue. This other issue and more important issue in many ways is it the vehicle handles a radically when shifting lanes or going around turns on the highway at anything over 65 miles an hour the steering will shakes sometimes radically and violently that is not a safe thing to have an a vehicle. After several visits and conversations I was told the alignment and the rotation would do the trick they wrote test of the vehicle and told me everything was fine. Right after leaving I noticed that it was doing it worse so Rotating the tires only in Hanst the problem. I asked to get the sales manager and service manager information so I could discuss it with them in a nice cordial manner however I’ve not gotten a call from either one and when I have called to speak to them I never get anybody to call me back. Once again documented. I don’t want to go into what this dealership believes a customer should do when they test drive a vehicle however if they expect the general customer to find the issues that they did not fix or should’ve taken care of with your safety issues or deliberate easy to find issues such as the air-conditioner or the steering wheel this is not a good place of business and I recommend that you shop elsewhere or have them give you an additional written guarantee on top of their 30 day guarantee it states they will cover the issues that you find with the vehicle. I look forward to hearing from somebody Chris well very soon with regards to this matter since I have yet to hear back. Lastly I want to say thank you to the service advisor who did notice the problems and did acknowledge my concerns however it sounds like her hands are tied if the sales team does not want to pay for repairs to meet this vehicle should’ve never passed state specs and with the shake in the steering wheel and have already started the process to resolve this matter. 8/5/2019 update: I found that my power steering was leaking real bad. I realized that the dealer had replaced the power steering rack during the car being traded etc getting ready for resale. ( I have receipt ) I scheduled to come in today 8/5/2019 and have that looked at since I believed that to be related. I had a great experience today with Gary who handles the internal Repair orders. Not only did he find the source of the leak and got it repaired but he also found the issue with the vibration in the vehicle from May/ June. The air conditioner issue is still there and the car blows hot air however that re used car sales manager has not addressed. Thanks to Gary and based on his skills and expert knowledge I recommend the service team.

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No
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July 18, 2019

"Great Customer Service"

- AllenBarwick

Dear Staff, I had the pleasure of speaking with Karina in your service dept today. What a wonderful experience ! She was so intelligent & thoughtful in navigating my experience with my Husband's repairs on his Honda. It was a bit of a thorny road, but she made it a piece of cake ! This type of excellence is something I only see in management positions, therefore, she has my recommendation for "Employee of the year" as well as a big promotion ! Thanx, Glory B

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Yes
Employees Worked With
Other Employees : Karina
Jul 22, 2019 -

Criswell Honda responded

We truly appreciate your feedback and are happy to hear that you were pleased with your recent experience while working with the staff at Criswell Honda. Our team is committed to offering great customer service and it's fantastic to know that we met that goal. We look forward to seeing you again!

April 19, 2019

"Rude, acts like she is doing you a favor"

- Kevin

Had damage done to my new car when brought in for service, an advisor went and got Tania, now the service manager. I was sitting in the passenger seat waiting until she walked right up to my car, opened the drivers side, sat in there and didn't even introduce herself, like I don't know who you are and why you're in my car, she wasn't wearing a uniform. I thought this was very rude. Then she pulls out her phone to show pictures that the tech had taken to suggest I was lying. Well how do you know the tech didn't take those pics after he accidentally damage the car when he diagnosed the car to cover himself? My car is new and under warranty, why would I lie? It wasn't until the director of the service department, Donald came and introduced himself that made things better If you look at her reviews, she has a consistency of being rude. I will never deal with her again and unfortunately this makes me consider buying and servicing my car at another dealership from now on. Only Donald saved this matter from getting worse. She acts like she is doing you a favor when you are the customer. Please.

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No
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April 18, 2019

"Acts like you owe her something"

- TypeR331

This is in regards to Tania, the service department manager. I went into the dealership for a warranty repair pick up. Notice there was damage to my vehicle, I told a service consultant about this who went and got her. I was sitting in the passenger seat waiting, she walked right up to my car, opened the door and sat on the driver's seat, didn't even tell me who she was or introduce herself (which she should, I don't know you and if you're a service manager you should DEFINITELY introduce yourself). Immediately, she pulls out her phone and compare pictures of the "damage" that the tech had sent her to what I am showing her suggesting I was not telling the truth, I get it. But did you notice when those pics were taken, how do you know the pics were not taken after the tech tried to diagnose the car and caused the damage. The car is new and under warranty why would I lie. It wasn't until the service director came out with her that properly introduced himself and explained what was going on that made things better. So not only is my car damaged, I have to waste more time bringing it back in, I have to deal with this.

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No
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April 17, 2019

"best service"

- Mary1

I have 2011 Honda Odyssey. he is the best one to work with. best customer service advisor. explain details about my van. Always suggest the best.

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Yes
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Apr 18, 2019 -

Criswell Honda responded

It's wonderful to see that you can rely on the team at Criswell to provide outstanding service for your vehicle every time you visit our dealership. We look forward to seeing you again when your van is due for its next checkup!

April 09, 2019

"Spends the xtra time"

- GJG2008Accord

Donald was kind enough to spend extra time with me regarding issue I had post maintenance on my 2008 Accord. He was peasant and very understanding. When I took back car for follow-up diagnostic his involvement was felt. Thanks from Gregory Accord 2008 Spooler leak

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Yes
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Apr 10, 2019 -

Criswell Honda responded

Thank you for the feedback. Customer satisfaction is important to us, and we are happy to see that Donald provided the assistance needed to complete the services for your Accord. We value your business and hope to be of service with any future automotive needs.

April 01, 2019

"4 trips to the Service Dept and car died on road! "

- CRVGaithersburg

Two years ago, I purchased my CR-V from Criswell. I was initially very unhappy to learn that Criswell doesn't offer any service specials when you buy a car from them nor do they have loaner cars for when your car is in service, like FitzMall does. However, I decided not to let that be a deal breaker for me because the research said that Honda's are reliable and great cars. However, two years and 4 trips to the service department later, I am having the same issue over and over again with Criswell Honda Service Department just telling me that "your system is showing within specs" and then I found myself with a completely dead car on the side of 270 this week! For the past 4 visits, I have been telling the Service Department that my air conditioning/heating system was not working. Every time I took it in, they said that it was within specs and then sent me home, to drive a car that either didn't blow air at all, didn't have any cooling, or started making an awful noise. Finally, they replaced the a part in the fan, which at least repaired the lack of any air blowing, even if it never blew cool air. But then, the car started making a horrible high-pitched whining sound whenever the climate system was on and still no cold air was coming out. Fast forward to last week when I am driving the car on 270 and the high pitch squeak is still there and then the car makes a loud "squelch" noise and the car completely lost power and died on the side of the road! After going in reverse, the car started again but now it blows continuously hot air all of the time. And I haven't been able to take it for service yet because I need my car to get to and from work and without a loaner car from Criswell, I can't afford to miss hours upon hours to get it fixed in the Service Dept! Even though I'm sure that when I take it in, they will again tell me that there is nothing wrong and the climate system is within specs. The Service Dept is not good. They have yet to properly fix a problem that resulted in a 2 year old car being stopped on the side of the road! That is ridiculous! Not to mention the fact that they lost the trunk cover when I also had the car detailed there. I recommend buying your Honda at Criswell, but find another Honda dealership to service it at!

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No
Employees Worked With
Other Employees : Jessenia Campos
March 29, 2019

"Unethical Dealer"

- Almost Customer

I live out of state. Price negotiations on a used car were consummated, with the salesperson, Gabriel Saba, stating the car was on hold for me and that Criswell would cover my one way flight in to purchase the car. With twice being assured the car was being held, I booked a non-refundable flight, provided my credit card (down payment) and license as instructed. Mr. Saba even provided my cell # to their porter who was to pick me up at the airport. When I contacted Mr. Saba 2 days later on the status of the down payment transaction, he stated "didn't you get my e-mail? We sold the car yesterday". Well, there was no e-mail, but that is not the point. Requests for reimbursement to the sales mgr, Esteban Mesa have been ignored other than "we don't hold cars". I never would have purchased a flight if I hadn't been assured the car was being held for me. Now I am out $315.00 and the dealer refuses to own their error. My next step will be to reach out to Harry Criswell III.

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No
Employees Worked With
Other Employees : Gabriel Saba
March 11, 2019

"The best"

- Leslo95

He was very kind. He got me out of there on time! Ive worked with him in the past always the nicest one there and very sweet

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Yes
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Mar 14, 2019 -

Criswell Honda responded

It's wonderful to know that you can depend on James and the team at Criswell Honda to provide an easy and efficient service event! We look forward to seeing you again when your vehicle is due for its next maintenance visit!

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