Criswell Chevrolet GMC — Local services in Gaithersburg

ORIGINAL STORY with UPDATE:- The facility is gigantic considering well built parking a lots and buildings. Inside also very neat, quit design and spacious area for selling and maintenance for all Chevrolet vehicles.

My schedule for regular 5k maintenance was today around 9:30AM after I purchase their car about 5 months ago. During my initial visit; i.e. purchasing my Suburban and then when I check in for oil change today. I came across very similar odd behavior from the employee I get contact with.

When I purchase the vehicle sales guy make me so uncomfortable but the sales manager reset my mood and I let it slide. She was awesome in everyway.

Anyway, during my visit today for my first manufacturer recommended service; I told him that I have an appointment for 9:30Am and he took my information, take over my vehicle and told me it will take from 1hr or 1hr and 30min max. I thank him and heading to waiting area.

After 3hr and 20min...I went to the guy and ask him "hey, I haven't received any txt message or call. Can you explain to me what's going on? Why it took this long? and How long should I wait from now on? He couldn't explain a thing and he doesn't even care to find out. He told me "All I know your vehicle is in a car wash" & asked me to sign some paper and guided me to go to cashier.

I ask her similar question and she told me that she doesn't know what happened but my vehicle is on the process of car washing and we'll let you know when it's ready. The moment I step out of her office, I saw my vehicle parked on parking lot. I immediately return to her and ask her, "can I get my key please? I'm bit late for the place I need to be". She replied without looking me "I don't have your key, you can ask employees outside".

I went out and ask the lady similar question, she told me she can't give me and waiting another coworker to deliver the key. I asked her "it's in front of me; I can just drive away, what the reason I'm not getting my key?" she replied "oh, due to insurance and safety issue, our employee need to drive and bring around in front of entrance door. What's really funny is that the guy came with my key and open the door for me and told me to drive out by myself.

UPDATE:- After find out that one of 4 cameras installed in my car was dislocated. I was so suspicious and curious taking my time to review what's really happened out there.

Two drivers were moving my car by switching each other. The record stop when the last person parked my car in the parking lot, not in workshop that was supposed to diagnosis, change oil, rotate tires...

Hypotactically, they reset the system without doing nothing and waiting for me to hand over the vehicle. if they really do, I believe they won't touch to dislocate one of my cameras, or probably go further cut off the power supply to stop recording, or maybe delate records selectively unless they got something to hide or maybe they didn't do their job?

Remember, waiting for 3hr and 20min later, I start beginning to beg employees to get my car key so that I can drive out. Nobody knows or care where my key or vehicle were; while parked in front of them. That was diabolically hilarious. lol

Therefore, by analyzing my two consecutive visits at the dealership; my recommendation is, please don't try to go there. Get another one! You don't need to experience another drama to ruin your day. As long as you pay, there are other nearby compotators in the market battling...

My decision to take my car to Criswell is one of my biggest regrets!! I took my car to Criswell before I was pregnant. By the time I received my car back, I was in my second trimester. Criswell never returned my car to its original condition. The communication, quality of work, and customer service was truly a nightmare. I would not recommend this body shop to my worst enemy.

I brought my car to Criswell in June 2023. There was extensive damage to the front and side of my car due to an accident. I explained all this to them and showed them where my car was damaged due to the accident. The Criswell employee who received my car ensured me that the damages would be repaired and that he would communicate any issues with me.

The communication from Criswell was essentially nonexistent, via phone or email. I always had to reach out to them multiple times before they got back to me to give me any updates about my car. Weeks went by where I heard nothing back from them, even after calling and leaving multiple messages.

In addition, the estimates they were sending to the insurance companies involved in the accident were inaccurate. The insurance companies called me regularly to tell me about errors in the estimates and the difficulties they had working with the employees at Criswell to rectify the errors.

I finally received a call from Criswell in October 2023 informing me that my car was ready for pickup. When I arrived to pick up my car, I immediately noticed that the front of my car still had significant damage on the paint and exterior. The front panels were not properly aligned. After being in Criswell’s possession for nearly 4 months, my car was still not fixed! When I brought this to the attention of the person at Criswell I was working with, he said that he thought it was prior damage unrelated to the accident. There was no reason for him to say something like this, as I had done an extensive walkthrough with Criswell when my car first arrived and explained that the collision impacted the front and drivers side of my car.

To make a long story short, they never fully repaired my car and refused to take accountability for their awful customer service and craftsmanship. I lost time, money, and was significantly inconvenienced as a result of my dealings with Criswell. Don’t take...

I recently brought my fleet vehicle in for a routine oil change. When I met with my service representative I was informed that the vehicle had some recalls that needed to be taken care of. I was told they would try to get those taken care of during the service visit that day and if they could not I would need to come back to have the recall work preformed. This was not a issue for me as I intended to wait at the dealership for my vehicle anyways and if i needed to bring it back for other work to be preformed so be it. My appointment was at 2:00pm and I was informed around 4:50pm that there were some issues with the recall work that was needed to be preformed. I was told that one of recall was for the safety braking system and it would not be safe to drive the vehicle and they would not be able to get it straightened out until Monday. I understood the importance of this recall and didn't have a problem dropping the vehicle off if a loaner could be provided to me because this vehicle my primary means of transportation (getting to work on Monday and traveling to customer appointments that day as well). I was told that no loaner could be provided to me at that time and they could offer me a lyft ride.

The issue I have with this is my vehicle was now having to be dropped off at the dealership for the weekend for a warranty recall that made the vehicle unsafe to drive and no loaner could be provided. I work for a industrial equipment dealer and if for whatever reason we need to work on equipment that is warranty work and it leaves the customer without use of the equipment we have to provide them with a loaner and if we don't have one we have to out source one for the customer at no expense to the customer. Granted industrial equipment and automotive are different but the situation is the same. If you are telling someone they need to drop off the vehicle for a recall that makes the vehicle unsafe to drive and this was not known by the customer before hand you need to supply some kind of transportation for them for the duration of the time the vehicle is in the shop.

My customer service representative was very help and did everything within his power to provide loaner but was told they didn't have any available. " do what's right for...