Criswell Chevrolet

Title: Disappointing Vehicle Purchase Experience – Lack of Transparency and Follow-Through I recently purchased a used vehicle from Criswell Chevrolet in Gaithersburg, Maryland, and unfortunately, my ex of Transparency and Follow-Through I recently purchased a used vehicle from Criswell Chevrolet in Gaithersburg, Maryland, and unfortunately, my experience raised several concerns regarding the sales process, financing, and customer service. My salesperson, Esteban Mesa, informed me that the vehicle had a minor ding on the rear bumper. My understanding was that the damage had been repaired. However, after purchasing the vehicle, I discovered that there was still a hole in the bumper. Additionally, an extended service contract was included in my vehicle financing. After reconsidering the purchase of this additional coverage, I returned to the dealership the very next morning and requested that it be removed from my financing. I was informed that modifying the financing was illegal under Maryland law because the transaction had already been processed. Instead, I was told that the service contract could be canceled and the refund applied toward my outstanding loan balance, rather than adjusting my monthly payment. I spoke with Brian Batson, who provided me with a cancellation request form and advised that the refund would take approximately 30–40 days. Upon reviewing the document, I noticed that the dealership's processing section was blank, no refund amount was specified, and the form stated that refunds could take up to 10 weeks. When I subsequently contacted the dealership seeking clarification and additional documentation, I was unable to speak with Mr. Batson. My concerns are not simply about canceling the service contract. They involve the accuracy of information provided during the purchase, the condition of the vehicle, the handling of my financing concerns, and the lack of clear communication afterward. I understand that purchasing a used vehicle involves certain considerations. However, customers should be able to expect accurate representations, transparent financing practices, and professional follow-through when legitimate concerns arise. I am currently seeking written confirmation that the service contract cancellation has been processed, the exact refund amount, and an explanation regarding the financing information I was given. Based on my experience, I would strongly encourage prospective customers to carefully inspect any vehicle, review every financing document, and obtain all representations and agreements in writing before completing a purchase. Unfortunately, my experience with Criswell Chevrolet did not meet the level of transparency, professionalism, or customer service I would expect from an established dealership. More

Wish the issue would happen at the dealership. I live with it almost daily. All though they wanted the truck again, history tells me I'd be wasting their time. I live with it almost daily. All though they wanted the truck again, history tells me I'd be wasting their time. More

I would not go to their service. Went there to check on warranty told me can’t duplicate and charge me for it i still have problem would not go back there bunch of con artist the thi Went there to check on warranty told me can’t duplicate and charge me for it i still have problem would not go back there bunch of con artist the this 5 star they have probably out of 1000s that had bad rating which deleted More

I left this dealership feeling that I had been targeted for an unnecessary and potentially costly service. Whether it was because I’m a senior, I can’t say—but I was told that my vehicle needed an alignmen for an unnecessary and potentially costly service. Whether it was because I’m a senior, I can’t say—but I was told that my vehicle needed an alignment even though this same dealership had performed one during my most recent visit only a few months earlier. When I questioned the recommendation, I was told, “We would have seen it wasn’t needed when we got it on the lift.” That explanation made the situation worse, not better. Why recommend and seek authorization for a service before determining whether it was actually needed? It sounded less like a mistake and more like the response of someone who had been caught trying to sell an unnecessary service. I asked to speak with a manager and was promised a return call. No one ever called. That failure to follow up confirmed my concerns about how this dealership treats its customers and handles legitimate complaints. Trust is essential when you rely on a dealership to tell you what your vehicle genuinely needs. They lost mine completely. I will not return, and I strongly recommend that customers—especially seniors—question every recommendation, review their prior service records, and obtain a second opinion before authorizing work here. More