[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: the seat is obviously broken and they refuse to fix it. What am I supposed to do with a car that causes a medical problem when driven? I will never buy a [redacted] or an American car again.
Regards,
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:The GM’s response ignores the premise that the axle was damaged while the vehicle was in their possession being performed major engine work. He even states no issue with left axle then in his next sentence the said axle was quiet worn. Does not make any sense. The right axle has nothing to do with this case. His discount offer on right axle is irrelevant.I’ll take steps with attorney general and pursue full extent of recovery beyond what I initially requested here as resolution if they do not remediate this situation in their next response with Revdex.com.
Regards,
[redacted]
From: [redacted]<[redacted].com>Date: Wed, Feb 8, 2017 at 3:55 PMSubject: Complaint ID: [redacted]To: [email protected]: [redacted]@criswellauto.comHi,I filed a complaint back in 11/2/2016 concerning Criswell Performance Cars LLC. The complaint ID is [redacted]. I would like to state that this issue has been resolved with them and that they took care of me and I am very happy with the resolution. Could you please remove the complaint since my issues have been resolved with them. I have CC: the vendor on this email.Please let me know if there is anything else I can do to help in removing the complaint.Thank you,[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:If this damage was there prior to this company completing this oil change and recall work, I would expect them to provide the notes taken during their walkaround to indicate that this damage was there prior to them working on the car. Please be sure that if you have this information in their records that it is the one completed during that day and not something that was completed after the complaint was made. If you are insisting that this was noted that the damage was there this should clearly be stated in the walk around information. They are providing conflicting stories, because in one discussion Im being told it was done prior to the oil change, and the other saying it must have been done after leaving the compound. I the damage is under the vehicle where that had to lift the car to complete the work, they did not even attempt to check with the technician who completed the work to see if something might have happened. I indicated to them that this issue was not there prior to my car being in their possesion, and at this point its a my word against theres. Regards,[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]
this is Mike C[redacted] the service director here at Criswell Honda. My service manager and I spoke directly to the customer when he came into the service lane to show us the damage. My advisor did a walk around with this client and he signed off that the damage was there prior to us doing the oil...
To Whom it May Concern,[redacted] came to the the Honda store on Thursday October 1st and filed the necessary cancellation forms. The cancellation is being processed and the customer is happy.Kevin S[redacted]
Unfortunately [redacted] is mistaken, there is no [redacted] program on the [redacted]. Please feel free to contact me with any further questions.Kevin S[redacted]General Manager Criswell Automotive[redacted]@criswellauto.com
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]
[redacted]We apologize for the issues [redacted] has experienced and we have made the necessary changes to ensure it doesn't happen in the future. We are attempting to contact [redacted] to schedule and get his services done in a timely fashion. The Service Manager Marcus J[redacted]...
has called and emailed the customer with no response. Kevin S[redacted]###-###-####
To whom it may concern,Criswell turned off all internal communications to [redacted], and were finally successful today on turning off Honda communications. Honda has confirmed to us that [redacted] will not receive any further mail.Kevin S[redacted]
To Whom it May Concern,After reviewing the complaint with [redacted] the GM of Criswell Chevrolet of Thurmont, we did make make an error in the value of the customers trade and excepted responsibility for the mistake. Mr. M[redacted] offered to make up the difference to the customer on the...
vehicle chosen, however the custumer stated it was still too much and left to purchase elsewhere. We are a reputable store that accepts responsiblity for our mistakes, apparently that was not sufficient for the customer. 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:
I did not approve to get my Evap canister fixed.. I came in to replace my valve body on my car.. I knew I needed to replace the Evap canister but I didn't have funds for that and I told the service tech Kevin that I will tackle that another time.. But he went anyway and approved it on his own. And when I was called to pick up my car he quoted me another price and I said why is his so high, he then told me he repaired my Evap canister when I instructed him not to. So he said well I already fixed it so what I will do is try to play with the numbers to get it down, so yes I did have to put funds in the car that I didn't plan on to because of his mistake. They performed a diagnostics of my car before the work was done. This problem occurred after the work was done.. I never had a complaint about my car overheating something went wrong while replacing my parts back. There are so many reasons why a car can overheat, dry engine, low coolant levels, fans and fans belts faulty thermostat and etc.. None of those problem has been occurring with my car.. My car had enough coolant in it. My coolant was just replaced and I have the work order for that. [redacted] needs to accept their mistake. My car did not have that problem prior to bringing it to get serviced.
Regards,
[redacted]
This Client came in for a service on 7/29/2015 for a check engine lamp being on. Kevin M[redacted] was her advisor and Ivan G[redacted] was the technician. After the diagnosis the tech determined it needed a transmission valve body and a emission charcoal canister. Client approved estimate and repairs...
were performed. Vehicle was picked up 08/06/2015 and paid for in full. The check engine lamp has not come back on since the repairs. About 3 weeks later the client returned to the dealership about 5pm in the evening complaining about fluid on her passenger foot well area. We quickly identified it to be coolant and determined the heater core was leaking. I consulted her about the repair and gave her an estimate using service pricing guide. I informed her to contact [redacted] North America’s consumer affairs hotline and ask for assistance. No repair order was generated because the vehicle never left the service lane and the whole encounter took about 5 minutes. If you look at the vehicle inspection report the coolant level was fine and there were no leaks present when we performed the initial repair. . I’m not sure why she is stating she did not approve all the initial repairs and had to find the additional funds in her statement. This was never addressed until [redacted] declined assistance with her most recent and unrelated concern. The repair that was performed on 7/29/2015 did not have any effect on the heater core failing and is completely unrelated. Any question please let me know.
[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]###-###-####
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.
RE: Revdex.com ID#[redacted] To Whom It May Concern; [redacted] visited our [redacted] Dealership on May 5th to purchase a new [redacted]. It was [redacted]’s wishes to purchase a car that evening using a personal check...
as method of payment. Per Criswell policy a Customer can pay by personal check as long as they have a 750+ credit rating with significant credit history. In the event a Customer wishes to pay by personal check and they have limited credit we obtain a bank loan as financial backup in the event the personal check bounces. This process was explained to [redacted] by the Sales Consultant, Sales Manager and Business Manager. Unfortunately due to [redacted]’s limited credit and also the time of day (it was almost closing) a loan was not obtained for [redacted] on May 5th and she couldn’t take delivery of her new car. [redacted] was not happy about the fact she couldn’t take her new car home so we offered to deliver to her in exchange for a certified bank check. [redacted] [redacted] agreed and we delivered her the new car and she paid by certified bank check funds. We understand [redacted] was frustrated she couldn’t take delivery of her new car on May 5th, the night she arrived at the dealer. However, this process is in place to make sure the Dealership is funded properly for vehicles. Once again everything was explained to [redacted] and agreed upon. Respectfully, Kevin S[redacted] Executive Manager CriswellAuto.com Direct: ###-###-####
[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: the seat is obviously broken and they refuse to fix it. What am I supposed to do with a car that causes a medical problem when driven? I will never buy a [redacted] or an American car again.
Regards,
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:The GM’s response ignores the premise that the axle was damaged while the vehicle was in their possession being performed major engine work. He even states no issue with left axle then in his next sentence the said axle was quiet worn. Does not make any sense. The right axle has nothing to do with this case. His discount offer on right axle is irrelevant.I’ll take steps with attorney general and pursue full extent of recovery beyond what I initially requested here as resolution if they do not remediate this situation in their next response with Revdex.com.
Regards,
[redacted]
From: [redacted]<[redacted].com>Date: Wed, Feb 8, 2017 at 3:55 PMSubject: Complaint ID: [redacted]To: [email protected]: [redacted]@criswellauto.comHi,I filed a complaint back in 11/2/2016 concerning Criswell Performance Cars LLC. The complaint ID is [redacted]. I would like to state that this issue has been resolved with them and that they took care of me and I am very happy with the resolution. Could you please remove the complaint since my issues have been resolved with them. I have CC: the vendor on this email.Please let me know if there is anything else I can do to help in removing the complaint.Thank you,[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:If this damage was there prior to this company completing this oil change and recall work, I would expect them to provide the notes taken during their walkaround to indicate that this damage was there prior to them working on the car. Please be sure that if you have this information in their records that it is the one completed during that day and not something that was completed after the complaint was made. If you are insisting that this was noted that the damage was there this should clearly be stated in the walk around information. They are providing conflicting stories, because in one discussion Im being told it was done prior to the oil change, and the other saying it must have been done after leaving the compound. I the damage is under the vehicle where that had to lift the car to complete the work, they did not even attempt to check with the technician who completed the work to see if something might have happened. I indicated to them that this issue was not there prior to my car being in their possesion, and at this point its a my word against theres. Regards,[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]
this is Mike C[redacted] the service director here at Criswell Honda. My service manager and I spoke directly to the customer when he came into the service lane to show us the damage. My advisor did a walk around with this client and he signed off that the damage was there prior to us doing the oil...
change. the damage did not happen here
To Whom it May Concern,[redacted] came to the the Honda store on Thursday October 1st and filed the necessary cancellation forms. The cancellation is being processed and the customer is happy.Kevin S[redacted]
Unfortunately [redacted] is mistaken, there is no [redacted] program on the [redacted]. Please feel free to contact me with any further questions.Kevin S[redacted]General Manager Criswell Automotive[redacted]@criswellauto.com
[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]
[redacted]We apologize for the issues [redacted] has experienced and we have made the necessary changes to ensure it doesn't happen in the future. We are attempting to contact [redacted] to schedule and get his services done in a timely fashion. The Service Manager Marcus J[redacted]...
has called and emailed the customer with no response. Kevin S[redacted]###-###-####
To whom it may concern,Criswell turned off all internal communications to [redacted], and were finally successful today on turning off Honda communications. Honda has confirmed to us that [redacted] will not receive any further mail.Kevin S[redacted]
To Whom it May Concern,After reviewing the complaint with [redacted] the GM of Criswell Chevrolet of Thurmont, we did make make an error in the value of the customers trade and excepted responsibility for the mistake. Mr. M[redacted] offered to make up the difference to the customer on the...
vehicle chosen, however the custumer stated it was still too much and left to purchase elsewhere. We are a reputable store that accepts responsiblity for our mistakes, apparently that was not sufficient for the customer. 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:
I did not approve to get my Evap canister fixed.. I came in to replace my valve body on my car.. I knew I needed to replace the Evap canister but I didn't have funds for that and I told the service tech Kevin that I will tackle that another time.. But he went anyway and approved it on his own. And when I was called to pick up my car he quoted me another price and I said why is his so high, he then told me he repaired my Evap canister when I instructed him not to. So he said well I already fixed it so what I will do is try to play with the numbers to get it down, so yes I did have to put funds in the car that I didn't plan on to because of his mistake. They performed a diagnostics of my car before the work was done. This problem occurred after the work was done.. I never had a complaint about my car overheating something went wrong while replacing my parts back. There are so many reasons why a car can overheat, dry engine, low coolant levels, fans and fans belts faulty thermostat and etc.. None of those problem has been occurring with my car.. My car had enough coolant in it. My coolant was just replaced and I have the work order for that. [redacted] needs to accept their mistake. My car did not have that problem prior to bringing it to get serviced.
Regards,
[redacted]
This Client came in for a service on 7/29/2015 for a check engine lamp being on. Kevin M[redacted] was her advisor and Ivan G[redacted] was the technician. After the diagnosis the tech determined it needed a transmission valve body and a emission charcoal canister. Client approved estimate and repairs...
were performed. Vehicle was picked up 08/06/2015 and paid for in full. The check engine lamp has not come back on since the repairs. About 3 weeks later the client returned to the dealership about 5pm in the evening complaining about fluid on her passenger foot well area. We quickly identified it to be coolant and determined the heater core was leaking. I consulted her about the repair and gave her an estimate using service pricing guide. I informed her to contact [redacted] North America’s consumer affairs hotline and ask for assistance. No repair order was generated because the vehicle never left the service lane and the whole encounter took about 5 minutes. If you look at the vehicle inspection report the coolant level was fine and there were no leaks present when we performed the initial repair. . I’m not sure why she is stating she did not approve all the initial repairs and had to find the additional funds in her statement. This was never addressed until [redacted] declined assistance with her most recent and unrelated concern. The repair that was performed on 7/29/2015 did not have any effect on the heater core failing and is completely unrelated. Any question please let me know.
[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]###-###-####
My Service Manager is contacting customer requesting a receipt for the value of the knife.
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.
RE: Revdex.com ID#[redacted] To Whom It May Concern; [redacted] visited our [redacted] Dealership on May 5th to purchase a new [redacted]. It was [redacted]’s wishes to purchase a car that evening using a personal check...
as method of payment. Per Criswell policy a Customer can pay by personal check as long as they have a 750+ credit rating with significant credit history. In the event a Customer wishes to pay by personal check and they have limited credit we obtain a bank loan as financial backup in the event the personal check bounces. This process was explained to [redacted] by the Sales Consultant, Sales Manager and Business Manager. Unfortunately due to [redacted]’s limited credit and also the time of day (it was almost closing) a loan was not obtained for [redacted] on May 5th and she couldn’t take delivery of her new car. [redacted] was not happy about the fact she couldn’t take her new car home so we offered to deliver to her in exchange for a certified bank check. [redacted] [redacted] agreed and we delivered her the new car and she paid by certified bank check funds. We understand [redacted] was frustrated she couldn’t take delivery of her new car on May 5th, the night she arrived at the dealer. However, this process is in place to make sure the Dealership is funded properly for vehicles. Once again everything was explained to [redacted] and agreed upon. Respectfully, Kevin S[redacted] Executive Manager CriswellAuto.com Direct: ###-###-####
I'm sorry you feel that way. We do not lie and if we make a mistake we do our best to rectify the issue. Good luck with your new vehicle.