Mike Cohen

Title: Disappointing Vehicle Purchase Experience – Lack of Transparency and Follow-Through I recently purchased a used vehicle from Criswell Chevrolet in Gaithersburg, Maryland, and unfortunately, my ex of Transparency and Follow-Through I recently purchased a used vehicle from Criswell Chevrolet in Gaithersburg, Maryland, and unfortunately, my experience raised several concerns regarding the sales process, financing, and customer service. My salesperson, Esteban Mesa, informed me that the vehicle had a minor ding on the rear bumper. My understanding was that the damage had been repaired. However, after purchasing the vehicle, I discovered that there was still a hole in the bumper. Additionally, an extended service contract was included in my vehicle financing. After reconsidering the purchase of this additional coverage, I returned to the dealership the very next morning and requested that it be removed from my financing. I was informed that modifying the financing was illegal under Maryland law because the transaction had already been processed. Instead, I was told that the service contract could be canceled and the refund applied toward my outstanding loan balance, rather than adjusting my monthly payment. I spoke with Brian Batson, who provided me with a cancellation request form and advised that the refund would take approximately 30–40 days. Upon reviewing the document, I noticed that the dealership's processing section was blank, no refund amount was specified, and the form stated that refunds could take up to 10 weeks. When I subsequently contacted the dealership seeking clarification and additional documentation, I was unable to speak with Mr. Batson. My concerns are not simply about canceling the service contract. They involve the accuracy of information provided during the purchase, the condition of the vehicle, the handling of my financing concerns, and the lack of clear communication afterward. I understand that purchasing a used vehicle involves certain considerations. However, customers should be able to expect accurate representations, transparent financing practices, and professional follow-through when legitimate concerns arise. I am currently seeking written confirmation that the service contract cancellation has been processed, the exact refund amount, and an explanation regarding the financing information I was given. Based on my experience, I would strongly encourage prospective customers to carefully inspect any vehicle, review every financing document, and obtain all representations and agreements in writing before completing a purchase. Unfortunately, my experience with Criswell Chevrolet did not meet the level of transparency, professionalism, or customer service I would expect from an established dealership. More

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My experience was Top Flight in every way. Much appreciate the quality service. Thank you to the entire Criswell team. Much appreciate the quality service. Thank you to the entire Criswell team. More

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I wanted to let you know that your approach to customer service is exceptional. When I was undecided about a particular model, your patience and understanding helped me feel less overwhelmed. Your willingn service is exceptional. When I was undecided about a particular model, your patience and understanding helped me feel less overwhelmed. Your willingness to go the extra mile and answer all my questions truly showed that you care about your customers. More

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This is the second car we have bought from Anthony. He made the sales process fast and seamless. No surprises and I was out of the door much faster than I expected. He made the sales process fast and seamless. No surprises and I was out of the door much faster than I expected. More

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Anthony was awesome, his customer service was excellent from start to finish. I highly recommend him and this dealership. from start to finish. I highly recommend him and this dealership. More

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I've bought from Gene as well as referred friends and family to Gene for almost 30 years. Wouldn't buy from anyone else. Always works hard to find what your looking for in the price range you want. family to Gene for almost 30 years. Wouldn't buy from anyone else. Always works hard to find what your looking for in the price range you want. More

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Gene is always a pleasure to work with when purchasing a new vehicle. I have bought from him and referred many to him for over 25 years. Always makes the purchase quick and easy. new vehicle. I have bought from him and referred many to him for over 25 years. Always makes the purchase quick and easy. More

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Howard and I, purchased a 2013 Jeep Grand Cherokee Trail Howard and I, purchased a 2013 Jeep Grand Cherokee Trail Hawk from Criswell in Gaithersburg, and were overly impressed with the helpful, supportive, Howard and I, purchased a 2013 Jeep Grand Cherokee Trail Hawk from Criswell in Gaithersburg, and were overly impressed with the helpful, supportive, friendly welcoming staff and service we received on top of a Mint shape, super clean vehicle with the car history and everything we needed to know about the car before the start of the process. I am overly blessed and thankful for Kerry Hughes, taking his time to help with the whole process of getting the Jeep Hassle free and for the overall price/quality of the vehicle, and the Satisfaction of everything 🙌 I'd Definitely recommend buying a vehicle from this dealership to Anyone who is considering another vehicle 😀 Thank you so much again ❣ More

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Gene Hoffman is a straight shooter as a salesman. The dealership on the whole was responsive to requests such as revoking an additional insurance that I had unknowingly gotten myself into. I would recomm dealership on the whole was responsive to requests such as revoking an additional insurance that I had unknowingly gotten myself into. I would recommend them to other buyers. More

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Great from start to finish Buying a new car can’t be on anyone’s top 5 favorite things to do list. After the experience with Troy, Jason, Mike and everyone at Criswell Chevrol Buying a new car can’t be on anyone’s top 5 favorite things to do list. After the experience with Troy, Jason, Mike and everyone at Criswell Chevrolet, it’s definitely a lot high than in the past. They were honest, up front, answered every question, were available via phone and email when needed, we felt no pressure at anytime from deciding on the car to the warranty options during financing. I know not everyone is looking for a Chevy but if you are this needs to be your first stop! Thanks again for making this a pleasant experience. More

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