Criswell Performance Cars

Good Morning *** ***,
It is unfortunate that *** *** has had to have two
warranty repairs over the last monthsWhile it would be ideal that all of
the cars that we sell never have any concerns that is unthinkableAll of our
new cars come with a manufacturer warrantyWe honor the warranty and do our
best to make sure that the client is satisfied
It is correct that when the vehicle was brought in for
routine maintenance we noticed the oil leakOnce again our quick lube
technicians are not equipped to diagnose concerns and it was noted that the
vehicle needed to come back
*** *** was not satisfied with the Service Advisor and
she called the Service Manager after she leftThe Service Manager attempted to
help her and she hung up on him and stated that “you will be hearing from me”
*** *** then wrote to the General Manager and the correspondence
was forwarded to meI reached out to *** ***, invited her back to the store
on the day and time that worked best for herI inspected the vehicle with her,
provided a rental at the dealerships expense, and repaired the vehicleOnce
the repairs were made I personally inspected the vehicle to make sure that all
repairs were completed without any flaws to make absolutely sure that we were
doing everything we can to reinstall the well-deserved confidence in the
automobile purchased
Warren J***
Service Director
Criswell Automotive
Germantown Campus
*** *** ***

We have contacted *** *** and have made arrangements for his second key

To Whom it May Concern,
*** *** came to the the Honda store on Thursday October 1st and filed the necessary cancellation formsThe cancellation is being processed and the customer is happyKevin S***
***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I am highly unsatisfied with this situation and the car that I was soldI did not purchase a brand new car to have my time wasted to have it serviced three timesMrJ*** stated that the fluid leak found was just a "minor leak"I had to inquire about the fluid leak that was written on the mechanic's repair order myself because the service adviser did not mention it to meI guess he did not think it was important for me to know thatIn order for me to find out what fluid my car was leaking, I had to write the general manager a complaint email (which he has not responded to personally) in order for MrJ*** to get in contact with me about the leakI drove my car around not know what was leakingIt seems like the whole time someone know that my car was leaking oil but a whole week had gone by before anyone had said anythingAnd that, I was asked to bring my car back in two weeks instead of the following weekendThis is highly unacceptableHow did the dealership know my car was leaking oil without my car being fully checked out but me? My car had rain leaking into it that left stains on the door panels in my car, the window to the sunroof was not sealed properly and there was sealing missing around the oil baffleI was sold a car that has defectives and I am not happy with it at allI still believe that I should be given a new vehicle as the one that was sold to be is unsatisfactory
Regards,
*** ***

The customer filled out a credit application and approved it. Her lending source still holds the dealership liable for any stipulations required even though we do not have a direct relationship. It is the company policy not to do business with these types of lenders. Kevin S[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Pursuant to Maryland's Automotive Warranty Enforcement Act, Md. Code Ann., Com. Law II., §14-1501 et seq.I purchased my car from Criswell [redacted] of Gaithersburg on December 12, 2015.  Approximately, 30 minutes after I signed the sales contract I noticed the excessive rusted brake hubs, wheels and rotors. I informed Mr. Jamie S[redacted], Criswell [redacted] salesman of the problem and he told me the rust would go away in a couple of days once the car has been driven. That never happened so I took my car back to your service department on December 18 (Repair Attempt) to have this problem corrected but to date, Criswell [redacted] sales manager, Kevin G[redacted] has been unwilling to repair, fix or replace the rusted parts. This problem substantially impairs the value of my car. Therefore, unless you are able to correct this problem within 30 days of your receipt of this email l, I request that you repurchase or replace my vehicle under the provisions of Md. Code Ann., Com. Law II, §14-1502.
Regards,
[redacted]

Client brought his vehicle to us on 6/22/17 and provided four tires asking for us to install. one of the 20 lug nuts would not come off and the stud snapped most likely due to the nut being cross threaded but being the stud was seized into the lug nut these is not a way to say why it was seized into...

the lug nut. All the others came off fine. Vehicle has never been here before so I do not know the maintenance history of the vehicle. Client was notified by service advisor of the situation and was quoted a price to replace the stud and lug nut, there is no way it was related to our personel removeing the lug nut from the vehicle. Client approved repair and stud and nut were replaced as agreed. Client then spoke with service manager feeling he should not pay for repair, Kyle advised it wasn't related to our workmanship. When he came to pick up vehicle he than wanted to speak with myself. After review of situation I agreed it was not related to our workmanship. I advised I did not know why stud and nut were seized but most likely related to whom ever removed wheel last cross threaded the stud and that is why the lug nut would not come off.
Hopefully this clears up any matter but if you have any further questions please reach out to me.
Ken B[redacted]
Service Director
Criswell Automotive
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Sorry for the delayed response. I attempted to call [redacted] on 1/18 and left a message. Please have [redacted] provide the documentation from the state trooper so I can investigate the situation.Thank you,Kevin S[redacted]

I spoke to [redacted] and he was helpful supplying pictures of the mailer for us to track the source. It appears to be generated from [redacted] corporate and we are attempting ensure he no  longer receives any further mail.
 
Kevin S[redacted]

Good afternoon,
My name is Mike C[redacted] I am the service director here at Criswell Honda. I am responding to let you know that this was already handled and a check for that amount was sent to the client already. Please feel free to contact me at the number or email listed below if there are...

any further questions.
Sincerely,
Mike C[redacted]
email-[redacted]@criswellauto.com
[redacted]

The customer filled out a credit application and approved it. Her lending source still holds the dealership liable for any stipulations required even though we do not have a direct relationship. It is the company policy not to do business with these types of...

lenders. 
Kevin S[redacted]

Good Afternoon [redacted],
Thank you for taking the time to share my clients concern with me. I had no idea he was upset and we have never talked. If the client would have shared the concern with me I would have been happy to address
this without any intervention needed.
The...

brake fluid on the [redacted] vehicles should be replaced every three years. There are some clients that may want to do it sooner for personal decisions but we should not recommend it before then.I will definitely refund the client the money spent and make sure that my current staff has the training needed in this area so that this does not happen again.
Please let me know if you have any questions or concerns.
Best Regards,
Warren J[redacted]
Service Director
Criswell Automotive
Germantown Campus

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We reached out to [redacted] of America and made arrangements to have a District Parts and Service manager inspect [redacted]s vehicle. [redacted] dropped his car off this past friday, The DPSM for [redacted] of America inpected the vehicle and found no defects and would not authorize any further action.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:1) Clutch was not completely worn and had nothing to do with the shifting problem for which the vehicle was brought in.  It was replaced only because it was "suggested", not because it was necessary. Furthermore, replacement was approved because it was expected the vehicle would be repaired and driveable, which was not the case.  It make no sense to put in a new clutch if the vehicle does not run.2) The "authorized repair" was ONLY for parts that were needed and would fix the problem. Obviously, the part they installed was NOT THE CORRECT PART since the vehicle still does not run. Therefore, the part was NOT "authorized". Furthermore, as implied in the Mr. S[redacted]'s reply, their policy is to just replace parts until something works...this is NOT acceptable procedure. Finally, Mr. O[redacted] admitted to me by phone that their "diagnostic tool" may be defective, since a new one was ordered.3) I was billed for 28 hours of labor, yet they kept my vehicle for 9 (NINE) months.  Even though a part was requested from Italy, that was less than one month to come in. They never gave the vehicle the attention it required, and now I STILL have a vehicle that cannot be driven.  They even made the excuse that they could not fix it because it was an "old " vehicle...2004  is too old to fix ?4) They authorized use of a loaner until my vehicle was returned or fixed, then they abruptly repossessed the vehicle as soon as I requested a repair bill to dispute the costs.5) They tried to intimidate me into paying by telling me that I owed over $4000 for the loaner, even the the signed contract had that part redacted.6) Despite the fact that a clutch is useless if the vehicle does not run,  I will agree to pay for the new clutch and other work which comes to a total of less than $2000.00, but refuse to pay for any parts or labor associated with the shifter/actuator.   In the meantime, they refuse to release my vehicle.
Regards,
[redacted]

To Whom it May Concern,
We have been working with the Montgomery County Office of Consumer Protection concerning [redacted]. As stated to [redacted] at Consumer Protection, the the clutch was worn and in need of replacement and was the first course of action to address the customers...

concerns. [redacted] approved the replacement of the worn clutch. [redacted] support suggested the next course of action was replacement of the actuator, which [redacted] approved as well. Criswell has substantially discounted the repairs in order to help the customer during this complicated diagnosis. Please feel free to call me if tou would like to discuss further.Kevin S[redacted]
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June 4, 2015Dear [redacted],We are in receipt of your letter dated May 8, 2015 pertaining to the above customer. [redacted] made the decision to buy the [redacted]. There is no return policy in the State of Maryland.We strive in having the highest quality of customer...

satisfaction.If I can be of further assistance, please feel free to contact me.Sincerely,Kevin S
General Manager

From: 
sans-serif;">[redacted].<[redacted].com>Date: Wed, Mar 23, 2016 at 3:49 PMSubject: Thank you for your help! Complaint ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>
Hello [redacted],The check from Criswell Chevrolet arrived today thanks to you.

My Service Manager is contacting customer requesting a receipt for the value of the knife.

From: Kevin S[redacted] <[redacted]@criswellauto.com>Date: Fri, Jun 19, 2015 at 11:53 AMSubject: ID # [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org> [redacted] was refunded hisdeposit and never took delivery because the customer had a DC...

licenseissue.Thank you,Kevin S[redacted]###-###-####