Criswell Maserati - Alfa Romeo

Harry Criswell IV, the GM, has a superb service department... he is personally involved and works to give you competent service at reasonable prices. He especially works very well with extended ser department... he is personally involved and works to give you competent service at reasonable prices. He especially works very well with extended service policies. Harry goes the extra mile! More

I brought my Alfa Romeo Stelvio to Criswell after a windshield replacement service, and the passenger-side/right interior A-pillar trim was damaged during the process. The damage itself was frustrat windshield replacement service, and the passenger-side/right interior A-pillar trim was damaged during the process. The damage itself was frustrating, but the bigger issue was how the situation was handled afterward. When I first reported the damage, it was not simply acknowledged and corrected. The process was delayed because the dealership stated that they could not find physical evidence. Fortunately, I had taken photos/videos of my vehicle before dropping it off, which helped show that the damage was not present before service. Without that documentation, I may have been forced to cover the repair cost myself for damage that occurred while the vehicle was in their care. The A-pillar trim was eventually replaced, but it took a total of three visits to get this matter handled. During one of the replacement visits, the replacement A-pillar that was installed had a visible mark/scratch at pickup, so the original trim had to be reinstalled temporarily and another replacement part had to be ordered/exchanged. What is especially disappointing is that the matter was not properly addressed until after I escalated it through multiple formal channels, including Alfa Romeo Customer Care, the BBB, and the Maryland Office of the Attorney General. A customer should not have to go through that much effort just to have service-related damage corrected. I am also giving this rating based on the management-level handling of my service issue. The final repair appears acceptable now, but the management response, accountability, communication, and follow-through were not satisfactory. This did not feel organized, professional, or customer-focused. I had to follow up multiple times, make repeated visits, inspect replacement parts myself, and push for accountability. I have visited service departments for several different vehicle brands over the years, and this was honestly one of the most frustrating dealership service experiences I have had. My advice to anyone using this service department is to take clear photos and videos of your vehicle before drop-off, especially around the areas where work will be performed. More

I brought my 2024 GranTurismo Maserati to Criswell Maserati because when I pressed D to get into gear it didn’t shift into gear. I had to press around 4 times before it shifted to drive. I brought my Maserati because when I pressed D to get into gear it didn’t shift into gear. I had to press around 4 times before it shifted to drive. I brought my GT to Criswell Maserati Germantown and service advisor Aaron witnessed the problem. The service department received my GT on Monday. Three days later and supposed after several tries, Aaron claimed “ the tech couldn’t duplicate the issue and therefore couldn’t order a new part and replace the defective one.” At my insistence the car was returned to me on Thursday. The first time I went to drive it I had the identical issue for which I brought the car in initially. It took 4 tries before it shifted into drive, D, making it inconceivable and strange that in 3 days, “the tech could duplicate the problem and therefore couldn’t replace the defective part” even though service advisor Aaron also personally witnessed the identical issue. In addition, the distance between my house and the dealership is only 18 miles, (rt 36 miles) and add a few miles for the tech to test drive, I wonder why my GT was driven almost 70 miles. I can only advise to find another Maserati service department if you want your car repaired that’s under warranty and not just receive an illogical excuse. More

I wanted to share quick feedback on my recent service visit. The appointment was booked four months in advance with a confirmed loaner, which I was told wasn’t available - informed 12hrs before the sched visit. The appointment was booked four months in advance with a confirmed loaner, which I was told wasn’t available - informed 12hrs before the scheduled appointment! No one checked in to ask about the current issues with the car, and after being offered a car wash, I was later told it couldn’t be done. The overall lack of communication was disappointing and not what I expect from Maserati service. Hope this can be improved going forward. More