Neil Alban

If I could give a ZERO star rating I would. I’m beyond frustrated! It’s going on 3 months and I can no longer bite my tongue. I purchased my Ram 1500 Rocky Ridge back in February of this y I’m beyond frustrated! It’s going on 3 months and I can no longer bite my tongue. I purchased my Ram 1500 Rocky Ridge back in February of this year and my issues started two months after that. Needless to say my customer experience since then has been awful. In September I dropped off my truck with electrical issues, meaning, nothing was working and everything was offline. With zero communication from my service advisor, Neil Alban or any idea when or if they can fix my truck, I had to turn to Chrysler and state of Maryland attorneys office to file a lemon law. Still as of me writing this review today, there is no news or updates. More

Helpful 4

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A similar review was left for Service Director Ron Karolick. Since John was on every email I sent to Criswell and since I spoke with John breifly on the phone (and he has yet to correct the problem) a Karolick. Since John was on every email I sent to Criswell and since I spoke with John breifly on the phone (and he has yet to correct the problem) and since leadership starts at the top....John needs to be held accountable too. Potential customers, please take your business and money elsewhere!! I dropped my jeep off with Criswell to have an issue fixed and after keeping my jeep for over a week, I was told that my "lifetime" warranty was no longer valid for this issue. I told Service Advisor Neal Alban I wanted to appeal this as I was under the impression that "lifetime" meant "lifetime" and was not sure why this wasnt the case for my issue. Neal was not aware of how to get this done and stated he would ask his supervisors what to do next. A few days later, still pending appeal, I was told my jeep was fixed and so I picked it up and drove home. The next day I smelled gas coming from the vents. I texted Neal and sent pictures of what I thought could be a potential leak coming from underneath my jeep. I got no response. The next day I got in my jeep and (literally) 300ft before getting on highway 270 (with intentions to then get on highway 495) my jeep's gas went from full to empty in the span of a few seconds. Cars all around me veered and swerved off the road as my jeep suddenly stopped. I then had to push my jeep through traffic to get it out of harms way. The police even stopped by to check as to what had caused this sudden stop in the middle of traffic putting everybody at risk. After waiting 3 hours for a tow, my jeep was finally brought back to Criswell. I was told that the technician who worked on my jeep forgot to connect the fuel line. Had I made it onto 270/495 and had I been going 65-70 miles an hour when my jeep suddenly stopped mid-drive due to running out of gas, the results could have been deadly. I asked if Criswell technicians get their work double-checked for accuracy so that this type of thing cant happen to others and was told by Service Advisor Greg Weschler that the technicians are "master technicians" and that they don't need their work double-checked. That night, I sent an email and CC'd everybody that I had dealt with up until that point as well as Service Manager John Newport. I asked questions as to what Criswell would do in case of a lawsuit and asked why the technicians dont have their work checked and asked for the name of the "master technician" who put my life potentially in danger by not connecting the fuel line. I got no response. The next day, Service Manager John Newport called me and left a message. I returned his call and left a message. He then passed the buck to Service Director Ron Karolick who stated he was calling because John couldnt reach me. (He later changed his reasoning by saying he was calling because he personally wanted to apologize). Ron stated that he was sorry but that the master technician who worked on my car was the best technician Criswell has (scary thought, huh?) and that this was a rare mistake. He stated they would detail my car and fill it with gas for me. I informed Ron that this was not an isolated incident and that in previous visits I had left with missing lugnuts, a missing tire air cap, the mileage not being reset, etc.. Ron was not aware of any of these. He stated he would make my situation right and that they would take care of me. The next day I went to pick up my jeep and found it had been vacuumed at some point in the past 48 hours that my jeep was in their possession but that it had not in any way been detailed. There were wrappers on the floorboard, a boot print on the floorboard, and a plastic cap in the back floorboard. In addtion, my jeep still reeks of gas on the inside. I called Ron to let him know what he told me was not true and I also emailed him and John Newport to get on the record their latest bait and switch and as usual....got no response. Every email I sent to Criswell also included Executive Manager Kevin Szot. Please, do not use Criswell Auto for your service needs. Your life could depend on it. More

Helpful 6

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We don't usually write reviews - but were honestly very impressed with this dealership. After trying a few other Jeep dealers (including Rockville), we were always very disappointed with the customer servi impressed with this dealership. After trying a few other Jeep dealers (including Rockville), we were always very disappointed with the customer service. Often very difficult to make an appointment or speak with someone who actually seems to care about our time. But at this Gaithersburg dealership, it was the exact opposite. Super friendly, responsive and caring. We've already come back a few times for oil change, Jeep maintenance etc - and will trust them for anything related to our Jeep. Great quality and service - honestly. More

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Great Experience! My husband and I schedule an appointment for service. Upon arrival, the Service Department was buzzing. We were meet by a very helpful Service staff member, Michael. He welcom appointment for service. Upon arrival, the Service Department was buzzing. We were meet by a very helpful Service staff member, Michael. He welcomed us and got us to a Service Advisor, Neil. While speaking to Neil on the purpose of our visit, Michael got up from his desk to assist us with functions of our Pacifica. When we made the appointment, we thought there was an issue with the vehicle. He took the time to explain how things work, even things we did not know. He provided a hands-on demonstration, how-to walk-through of screens (radio and instrument panel), and demonstrated how things are activated. In short, we made an appointment thinking we were having an issue. Michael took his time, he did not rush, and even invited us to come back at any time for follow-up questions. During our short wait time, he topped off our fluids, checked the battery, and checked our tires. Even though we never got a low tire alert, he found a nail in our left rear tire requiring a replacement tire. Michael put us at ease to enjoy our journey to Chicago. In closing, we have a very pleasant and enjoyable experience during our visit. Note: When leaving this review, we did not see a photo of Michael. More

Helpful 0

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