Mike McCormick | Page 2

Worst experience ever. Brought my 2012 Chevy Volt in for service to address vehicle not charging issue on 01/20. Referred to Gaithersburg by Sadie Finnyfrock at Criswell Thurmont. Received call indicating v service to address vehicle not charging issue on 01/20. Referred to Gaithersburg by Sadie Finnyfrock at Criswell Thurmont. Received call indicating vehicle was repaired & ready. Arrived 01/23/2021, paid bill & when starting vehicle was greeted with same 'Service High Voltage Charging System' warning as when vehicle was brought in. Immediately returned vehicle to service rep Shawn Reynolds who, after talking with from who he told me was a service technician stated further diagnostics were to be performed to source issue & he would get back to me. Left vehicle in Criswell’s possession. Vehicle never left parking lot nor even put in drive, warning popped up immediately when starting vehicle. That was on 01/23/2021. During my conversation with Shawn, he was more interested in having me talk with a sales rep to replace rather than service my vehicle. Asked me twice if I wanted to talk with sales representative, I declined both times. From 01/23 through 02/17, 3 ½ weeks no calls concerning status of my vehicle were received. When I called Shawn on 02/17/2021 he told me he was going to test drive vehicle on Saturday 2/20 to make sure it was working properly before I picked it up the following week. Couldn't explain why if vehicle was ready, why. he hadn't called. Said he would call me Monday 02/22/21. No call. I called on 02/23, Shawn indicated main battery needed replacing at a price of $12,000. I declined service. Told what service had been performed initially was first step in determining issue with vehicle not charging. It is obvious no other diagnostics were performed nor my vehicle even looked at again between 01/23 and my eventual 02/26 pick up date from a service standpoint, sans trip to body shop. How do I know that? If any further diagnostics had been run technician would have found error codes associated with charging module, reprogrammed module to clear errors and vehicle would be able to charge. I brought vehicle to another dealer location and had that service performed. Vehicle has been charging properly since. What was done between 01/23 through 02/26? $3,000 worth of body damage to passenger side which I didn’t discover until arriving home after 02/26 vehicle pick up. How do I know the damage cost? Criswell, on or about 02/09 damaged vehicle, brought vehicle to their body shop to have repair estimate generated. When brought to Shawn’s and Mike McCormick’s attention damage was dismissed and deemed not Criswell responsibility. Vehicle did not have body damage when left in Criswell’s care on 01/23. Vehicle was damaged, representatives then hide damage and repair estimate. I understand vehicles get damaged at times at Criswell, other dealers as well. Mike McCormick in an email stated "and that we leave your vehicle in better shape than what we got it in” and inferred body repair quotes are a normal service Criswell provides to customers when bringing vehicles own for mechanical repairs. Vehicle was damaged after it was left in Criswell’s care and repair estimates are not normal business practice. Inference indicating otherwise is both disingenuous and untruthful. To say I'm disappointed in Criswell permitting my vehicle to be damage while in it’s care then passing it off without taking ownership and repairing it is an understatement. No one responding, including general manager to emails is in my opinion unprofessional, fully displays Criswell’s lack of honesty and integrity. Trusted Criswell with my vehicle. Will not make that mistake again. I will recommend friends, family and acquaintances look elsewhere for vehicle service and purchases. Not holding Criswell responsible for vehicle failing to repair vehicle, extended holding period of 5 ½ weeks for service and body damage is however on Criswell. Criswell Auto should step up, take ownership of body damage done while vehicle was in its possession and repair vehicle. More

Helpful 8

Report | Print

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

Helpful 0

Report | Print