Criswell Maserati - Alfa Romeo - Service Center

My experience dealing with Erick was not pleasant at all. He failed to clearly explain how the $250 diagnostics would be taken off my bill because he didn't return my call. I had to reach out again to talk He failed to clearly explain how the $250 diagnostics would be taken off my bill because he didn't return my call. I had to reach out again to talk to Tony about my bill. Erick was unprofessional in his text message replies back to me regarding the drop off of my vehicle. He told me I would receive my vehicle the morning of Friday, 5/30/25, but sent the valet to Annapolis. Then told me that I may not receive my vehicle until after the weekend if the valet person doesn't get back by 3pm. I didn't see how that was my problem when he told me that I would get it back that morning, then he changed it to that afternoon. I should not be inconvenienced and not have my vehicle the whole weekend so I called Tony because Erick was getting rude on the text messages. You should always try to work in the best interest of your customers. He does more texting than speaking with the customer on the phone. I think he would benefit by taking some customer service classes if he continues to work for Criswell. More

After dealing or not dealing with Erick I called the dealership to have a service manager call me. Tony returned my call the next day when he returned to work. He explained the $250 diagnostics to me. dealership to have a service manager call me. Tony returned my call the next day when he returned to work. He explained the $250 diagnostics to me. At first he did get a little rude and was talking to me like I was an idiot; but by the end of the conversation we were on the same accord. He was also helpful in getting my vehicle back to me on Friday, 5/30/25, after I told him what Erick had mentioned. So this is why I gave him 3 stars. Customer service is very important to keep the customer coming back. More

Krystie was very professional and has excellent customer service skills. She went above and beyond to assist me with my warranty situation. Criswell should continue to value her as a great employee and awa service skills. She went above and beyond to assist me with my warranty situation. Criswell should continue to value her as a great employee and award her in her customer service. More

I've worked with Erick both times when I dropped off my 2020 Giulia. He has always been great to work with! 2020 Giulia. He has always been great to work with! More

My Grecale Modena has had constant issues over the past 6 months, and Criswell has not treated me very well. I ended up calling Maserati Americas to get a resolution, and Criswell continued to treat me like months, and Criswell has not treated me very well. I ended up calling Maserati Americas to get a resolution, and Criswell continued to treat me like I purchased a Toyota. Clearly they don't want my business again, but I'm sure Maserati at Tyson's Corner will. If you want quality service, look elsewhere especially when purchasing a more expensive vehicle. More

Erick was great to work with. He was very helpful and accommodating, explained the service required (routine), answered all our questions, and got us out of there in less time th He was very helpful and accommodating, explained the service required (routine), answered all our questions, and got us out of there in less time than originally expected. The waiting room was comfortable and well stocked with reading materials and a television to help quickly pass the time. So overall, 5 stars thanks to Erick and the dealership itself. . More

I’ve had great experience with this dealership. Amazing service staff really understanding & patient with me. Amazing service staff really understanding & patient with me. More

First time at the dealership. Took my alfa in for diagnosis but what I was told on the phone is not what happened. Car has a couple of lights on dashboard. I’m told most of the ti Took my alfa in for diagnosis but what I was told on the phone is not what happened. Car has a couple of lights on dashboard. I’m told most of the time they’re all interconnected. One issue can trigger a couple of things at the same time. Now, what’s wrong was before taking the car to the dealership I was told one price for diagnosis. However, after taking the car and being told I have to leave the car there just for diagnosis l; the price won’t be what I was told but each light will cost 200. So the dealership is charging 600 to literally diagnose the issues. Most dealerships charge one price to do a diagnosis but so far communication isn’t there because now I feel like I was lied to and they took advantage of me being there. Let’s find out what the repairs are and go from there. I gotta give xxxxxxtho to the person who greeted me and offered coffee. Great customer service. More

Terrible (non-existent) communication, lies, and then getting GHOSTED by their Service Department (and others) has been my experience! No names, as no need to single out individuals, with examples run getting GHOSTED by their Service Department (and others) has been my experience! No names, as no need to single out individuals, with examples running throughout dealership team. Repeatedly told only 10/Excellent means they have done their job.  From one email... "because anything less than a perfect score on the survey Maserati/ Alfa Romeo recognizes it as a failure".  Is this a perfect score story? Car purchase on Labor Day was great; even sprung for protective Cilajet treatment.  Next day, contacted by my Sales Person that after work I need to bring the car back for "very important update".  With 2+ hour rush hour drive and EARLY work next day, I say earliest I can do is Friday.  He states he'll talk to Service Department and call me back.  Hours later and no call, I call him back, and now "very important update" can wait until Cilajet.  3 Days later Cilajet finally scheduled for next Friday by First Service Rep. Saturday after sale, plug in purchase document USB Stick Finance Person gave me... guess what's blank!  Contact dealership, Finance Person states another USB Stick will be left to pick up during Cilajet.  With below mess, she overnights it. EARLY following week Tuesday (just 7 days after sale) put stuff on back passanger side seat, and on door close, window explodes.  Clean up glass best I can, cover hole, take off work, drive to dealership. At dealership First Service Rep states Alfa is having big trouble supplying parts;  the EXTREME extent of issue was never hinted at during sale.  He calls Parts Department and I'm told they have to order and can get it installed next week Thursday.  Not great, but agree to 10 day later appointment.  He agreed to get leftover glass cleaned up from my interior and put plastic cover over hole.  While waiting, other customers are told "can't get the parts"... with Second Service Rep noting how one customer 's car has been waiting over 3 months on lot.  Before leaving, First Service Rep cancels Cilajet appointment as can't do with missing window. Plastic cover peeling off, but make it to the morning of appointment and not hearing different, head to appointment.  Guess what hasn't arrived, even though no one called to say there was a problem!  Now told the ETA is some time that day and trying to get more information from UPS.  I'm asked to wait and later the Second Service Rep comes to get me.  At the counter he gives me my key fob, tells me they re-did plastic cover, and new ETA for the window was some unknown time that day (obviously trying to make me just give up and go away).  Reply "I need to speak with the highest ranking person here today".  Asked to wait again. High-Up Person eventually comes to get me, hears my issues... like not getting a call if part hasn't arrived. High-Up Person is going to call me WHEN part arrives and so "trip isn't a waste, we can do the Cilajet".  Same Cilajet treatment that had been cancelled because it can't be done with the missing window.  So, at this point all I ended up with was the Cilajet I should have already had done... if not for apparent earlier dishonest reason to cancel appointment.  While I finally got Cilajet, there has been no offer of a discount on window or labor for all the screwups; no top off of my gas tank... no real gesture.  Before I left, First Service Rep said he would call me later that day to let me know the UPS status of my part... guess what call I never got that day (or 7 days later... no call, no voicemail, no text, no email... this thumb in the eye made me start doing reviews now vs waiting for saga end)! For all they can't control, do continued communication problems, and other failures, deserve a perfect score (or your business)?  I got some positive in damage control attempts, but mostly trouble, and guilt for a better score! In fact, you will even find on some other review forums that someone with the same last name as the dealership (and first/last name on an office at this location) has posted Top Score Reviews for this business that they have are affiliated with (in violation of rules that most review forums list)! Even the end of statement this dealership has for itself on the DealerRater rings hollow, and just seems like another example of lying about the standard they "claim" in regard to how they operate. Does my above story align with the claim, "Our primary concern is the satisfaction of our customers. Criswell Maserati - Alfa Romeo is committed to maintaining an excellent standard of customer service and care at all times in all departments from sales to service to finance". If Alfa is not only so delayed in provided parts, but unable to provide reasonable shipment tracking on when/where a part is, does that impact your purchase decision?  Do you want to make a vehicle purchase with the described dealership (during the worst moments with your vehicle, will they make it better or more frustrating... in fact, will they really do anything to help you get your problem resolved)? More