Criswell Maserati - Alfa Romeo - Service Center

My Grecale Modena has had constant issues over the past 6 months, and Criswell has not treated me very well. I ended up calling Maserati Americas to get a resolution, and Criswell continued to treat me like months, and Criswell has not treated me very well. I ended up calling Maserati Americas to get a resolution, and Criswell continued to treat me like I purchased a Toyota. Clearly they don't want my business again, but I'm sure Maserati at Tyson's Corner will. If you want quality service, look elsewhere especially when purchasing a more expensive vehicle. More

Erick was great to work with. He was very helpful and accommodating, explained the service required (routine), answered all our questions, and got us out of there in less time th He was very helpful and accommodating, explained the service required (routine), answered all our questions, and got us out of there in less time than originally expected. The waiting room was comfortable and well stocked with reading materials and a television to help quickly pass the time. So overall, 5 stars thanks to Erick and the dealership itself. . More

I’ve had great experience with this dealership. Amazing service staff really understanding & patient with me. Amazing service staff really understanding & patient with me. More

First time at the dealership. Took my alfa in for diagnosis but what I was told on the phone is not what happened. Car has a couple of lights on dashboard. I’m told most of the ti Took my alfa in for diagnosis but what I was told on the phone is not what happened. Car has a couple of lights on dashboard. I’m told most of the time they’re all interconnected. One issue can trigger a couple of things at the same time. Now, what’s wrong was before taking the car to the dealership I was told one price for diagnosis. However, after taking the car and being told I have to leave the car there just for diagnosis l; the price won’t be what I was told but each light will cost 200. So the dealership is charging 600 to literally diagnose the issues. Most dealerships charge one price to do a diagnosis but so far communication isn’t there because now I feel like I was lied to and they took advantage of me being there. Let’s find out what the repairs are and go from there. I gotta give xxxxxxtho to the person who greeted me and offered coffee. Great customer service. More

Terrible (non-existent) communication, lies, and then getting GHOSTED by their Service Department (and others) has been my experience! No names, as no need to single out individuals, with examples run getting GHOSTED by their Service Department (and others) has been my experience! No names, as no need to single out individuals, with examples running throughout dealership team. Repeatedly told only 10/Excellent means they have done their job.  From one email... "because anything less than a perfect score on the survey Maserati/ Alfa Romeo recognizes it as a failure".  Is this a perfect score story? Car purchase on Labor Day was great; even sprung for protective Cilajet treatment.  Next day, contacted by my Sales Person that after work I need to bring the car back for "very important update".  With 2+ hour rush hour drive and EARLY work next day, I say earliest I can do is Friday.  He states he'll talk to Service Department and call me back.  Hours later and no call, I call him back, and now "very important update" can wait until Cilajet.  3 Days later Cilajet finally scheduled for next Friday by First Service Rep. Saturday after sale, plug in purchase document USB Stick Finance Person gave me... guess what's blank!  Contact dealership, Finance Person states another USB Stick will be left to pick up during Cilajet.  With below mess, she overnights it. EARLY following week Tuesday (just 7 days after sale) put stuff on back passanger side seat, and on door close, window explodes.  Clean up glass best I can, cover hole, take off work, drive to dealership. At dealership First Service Rep states Alfa is having big trouble supplying parts;  the EXTREME extent of issue was never hinted at during sale.  He calls Parts Department and I'm told they have to order and can get it installed next week Thursday.  Not great, but agree to 10 day later appointment.  He agreed to get leftover glass cleaned up from my interior and put plastic cover over hole.  While waiting, other customers are told "can't get the parts"... with Second Service Rep noting how one customer 's car has been waiting over 3 months on lot.  Before leaving, First Service Rep cancels Cilajet appointment as can't do with missing window. Plastic cover peeling off, but make it to the morning of appointment and not hearing different, head to appointment.  Guess what hasn't arrived, even though no one called to say there was a problem!  Now told the ETA is some time that day and trying to get more information from UPS.  I'm asked to wait and later the Second Service Rep comes to get me.  At the counter he gives me my key fob, tells me they re-did plastic cover, and new ETA for the window was some unknown time that day (obviously trying to make me just give up and go away).  Reply "I need to speak with the highest ranking person here today".  Asked to wait again. High-Up Person eventually comes to get me, hears my issues... like not getting a call if part hasn't arrived. High-Up Person is going to call me WHEN part arrives and so "trip isn't a waste, we can do the Cilajet".  Same Cilajet treatment that had been cancelled because it can't be done with the missing window.  So, at this point all I ended up with was the Cilajet I should have already had done... if not for apparent earlier dishonest reason to cancel appointment.  While I finally got Cilajet, there has been no offer of a discount on window or labor for all the screwups; no top off of my gas tank... no real gesture.  Before I left, First Service Rep said he would call me later that day to let me know the UPS status of my part... guess what call I never got that day (or 7 days later... no call, no voicemail, no text, no email... this thumb in the eye made me start doing reviews now vs waiting for saga end)! For all they can't control, do continued communication problems, and other failures, deserve a perfect score (or your business)?  I got some positive in damage control attempts, but mostly trouble, and guilt for a better score! In fact, you will even find on some other review forums that someone with the same last name as the dealership (and first/last name on an office at this location) has posted Top Score Reviews for this business that they have are affiliated with (in violation of rules that most review forums list)! Even the end of statement this dealership has for itself on the DealerRater rings hollow, and just seems like another example of lying about the standard they "claim" in regard to how they operate. Does my above story align with the claim, "Our primary concern is the satisfaction of our customers. Criswell Maserati - Alfa Romeo is committed to maintaining an excellent standard of customer service and care at all times in all departments from sales to service to finance". If Alfa is not only so delayed in provided parts, but unable to provide reasonable shipment tracking on when/where a part is, does that impact your purchase decision?  Do you want to make a vehicle purchase with the described dealership (during the worst moments with your vehicle, will they make it better or more frustrating... in fact, will they really do anything to help you get your problem resolved)? More

Brought my giulia I had just bought in on Saturday for an oil change and inspection. The oil change was unbelievably pricey, but they did do the inspection for free, which I appreciate. Very friendly and oil change and inspection. The oil change was unbelievably pricey, but they did do the inspection for free, which I appreciate. Very friendly and professional service staff. The service advisors were particularly personable and made me feel quite welcome and not just a “number.” There’s even a window in the waiting room where you can watch them work in the service bay. Very plush and upscale dealership in general. Everything on the lot is eye candy. A very interesting but pleasant experience. Well worth the drive. My only gripe is why 5.5 quarts of oil plus a filter is $385. But the intervals are long enough to offset this some. Overall the car seems worth it to own so far, so I’ll take it with a grain of salt. Will definitely be back at Criswell Maserati/AR for my future services. Just make sure you call well in advance for an appointment! More

I am writing to express my dissatisfaction with the Maserati at CRISWELL in germantown. I bought a 2020 levante maserati from Criswell dealership about two months ago. The car was 45 miles when I g Maserati at CRISWELL in germantown. I bought a 2020 levante maserati from Criswell dealership about two months ago. The car was 45 miles when I got it. two weeks later I had a call from Alex who mentioned my car was needed for service. Alext took my car and returned t car a messed up car to me. My car was pissing oil all over my garage. I am really disappointed because my car was in good condition with no oil leak prior to the service. I then called maserati immediately and got the car towed back to the dealership. Two weeks later, Criswell Maserati cannot provide a tangible resolution to my problem. I have requested my garage to be cleaned, which has not been done I don't want that particular maserati any more because, maserati caused a problem with my car. I don't have confidence in the car and have lost enthusiasm for the car. I am requesting to get another car but not the messed up car. The services at your service department is the poorest service I have ever encountered. I emailed The GM (kevin) and no response. More

I cannot say enough good things about this dealership. Everyone is extremely helpful and professional. Karifa Mara has helped me the with two vehicles and I wouldn't go to anyone else. He is one of the Everyone is extremely helpful and professional. Karifa Mara has helped me the with two vehicles and I wouldn't go to anyone else. He is one of the most genuine people I've met and you can tell he cares about the people he helps; it comes naturally to him. He goes out of his way to make the entire process seamless and painless. Everyone there makes buying a car actually fun. Krystie was amazingly easy to work with from the finance department. Thank you for making an experience that is supposed to be exciting, truly exciting! I don't want to forget about Anthony and Alex from the Services department. Although they aren't part of the purchasing/leasing experience, they always go the extra mile, making sure that anytime my car needs service, it's done without a hitch. More

1st Scheduled Service Experience Leaves a Bad Taste My first scheduled service experience was very disappointing. I scheduled my service for my car to be picked up on Thursday, April 4th, spoke with "D My first scheduled service experience was very disappointing. I scheduled my service for my car to be picked up on Thursday, April 4th, spoke with "Dana" I am sure I did not spell this write but he referenced himself as the manager. I was not in the system although I have had the Maserati for a little over a year and Karifa Mara was my sales person (btw, he was great). Provided my name, telephone number for both me an my husband as well as our address, he said we were not there. So he got all the information and said he would have someone leave their office at 9 am and they would be at my house by 10 am on April 4th. I verified twice, to which he repeated they will leave there at 9 am and be at my home by 10 am. Thursday, April 4th at 10:20 am I called and asked was the driver running late, it was the same person I scheduled the service with and he said I show you are bringing your car to us. I reminded him of our conversation and that he was the person who scheduled the service although he tried to act like someone else made this error. So he said he would have someone leave right now since according to the map they could be at my house in 26 minutes. I said okay, I can wait until 11:25 am but have to leave for my doctor's appointment. 11:32 I called and once again, same guy. Oh, he says, he should have been there by now, we will reschedule and I will just call him to come back. He said they could come on Saturday morning, I said anytime before 10:30 am would be fine. Saturday arrives, and once I am dressed and ready to leave I see I have 3 missed calls and voicemail stating they are calling to make sure someone is here before they send their driver and to call them. Really, I can't believe this. The driver picks up the car, asks me to complete the paperwork and although I told them when I scheduled the service I pre-paid for the service as well as the "replacement tire" plan I am being asked to provide my credit card number. I refused and told the guy I understood he was doing his job but I paid for this and it should be on file and I am not providing my credit card number. He says okay, and I ask about the car being washed. He assured me the car would be cleaned and shinning when returned which would be Monday. It just doesn't end; so I am out doing my Saturday things and I again get voicemails from the same guy asking me to call. When I return the call he states that he isn't sure he can get the car back to me today, I said I was told it would be Monday anyway so it was fine. Since I am keeping the car he needs me to send him a copy of my drivers license. I am just amazed at this as I am in the middle of a store and I am going to send him a copy of my drivers license. I ask him to call my husband and he can provide the number and probably send a copy as he is home. We agree he will be bringing my car first that Monday morning as I have a 10:30 appointment. yes, will be first. Monday rolls around and its a new guy from the service department calling me; see I have a missed call and now my husband has 2; it is a little after 9 when we see this and I call. The service guy, I believe he said Anthony but not sure, great news your car is ready. Well it was ready Saturday and you were supposed to be here before 10:30, same story. We will send someone right now...the driver does get here at 10:30, late for the appointment and the car is NOT clean, honestly the windows dirtier than before, they did vacuum the carpet but it is far from clean and once again disappointed. This is truly one of the worsts experiences I have had with a service department and think I would rather take the car to a NAPA to have the oil changed compared to dealing with them again. I was very hopeful I would be given the opportunity to complete a survey for the service but did not receive one so I wanted to share. I do not recommend purchasing a car or having it serviced here based on this overall experience. While you have a great sales person, the experience doesn't stop once we drive off. Repeat business is what most strive for and I can assure you, you will never get mine. And lastly, next time you bring someone a car to drive it should be of the same caliber and quality not lesser. More