Criswell Maserati - Alfa Romeo

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

I’ve purchased a lot of cars in my time but I’ve never had a better experience with the finance manager at a dealership than I did with Krystie Zhang. I’m sure most people would agree it’s one of the had a better experience with the finance manager at a dealership than I did with Krystie Zhang. I’m sure most people would agree it’s one of the aspects of buying a car that you generally don’t really think about. Krystie she made the experience go extremely smoothly and was very thoughtful to get me the program that I was looking for. I would definitely consider buying a car wherever she works. More

Excellent customer service. They were willing to the distance to make sure we were happy. They were willing to the distance to make sure we were happy. More

Danny was a 5 star service from beginning to end! He was knowledgeable and transparent. I recommend him for your next car deal! He was knowledgeable and transparent. I recommend him for your next car deal! More

Very nice to deal with. Actually the best experience I've had buying a car. Actually the best experience I've had buying a car. More

Huge variety of vehicles, excellent professional services very good staff and quality cars on stock very good staff and quality cars on stock More

Three years ago, I was ready to purchase my second Maserati. I contacted Criswell Maserati and spoke to a salesperson . He was extremely professional and very knowledgeable of the vehicles. A week l Maserati. I contacted Criswell Maserati and spoke to a salesperson . He was extremely professional and very knowledgeable of the vehicles. A week later, I decided to go to the dealership and place a order for my new vehicle. Unfortunately, the salesperson that I was communicating with was on vacation.. However, I was told by another salesperson I could still order the vehicle. After having a conversation with this person, I was so turned off by his I can't be brothered attitude , I decided to purchase my convertible Mc Grand turismo from another dealership. The salesperson that I planned to do business with was truly deserving of this sale. Fast forward to now , I had the pleasure of meeting the initial sales person. Mr. Karifa Mara .My experience with Karifa 's assistance was amazing!!!. I just purchased my third Maserati.. Thanks to Karifa, I am now the proud owner of a 2022 Maserati MC20.. He was ,personable , and patient with me ,He made sure to explain everything about the vehicle and he answered all of my questions. There's not enough stars that I can give him. He completely eased the negative feeling I had about making any future purchases from this dealership. Mr Mara is everything that Maserati represents. World class, Elegant, Style ,and . sophistication, Just to name a few. Also , I cannot forget about my Krystie. She is a sweetheart. and a joy to work with. As a business owner, its always great to be part of a team you can be proud of. Karifa and Krystie, thank you so much. Job well done!!!! More

James Tan is a very patient person, he explains the prices well, he is very kind and sweet and gives you time to think and analyze things well, they are not like other Dealers who want to sell you forc prices well, he is very kind and sweet and gives you time to think and analyze things well, they are not like other Dealers who want to sell you forced because they already gave you information, I recommend it 100%, he knows I take all the time with us do not hesitate. visit this dealer and ask for James tan More

My first contact with James Tan was via a text message he sent me in response to my inquiry regarding the 2020 AUDI Q5 Premium Plus I saw on the website of Criswell Maserati of Germantown. He did confirm th sent me in response to my inquiry regarding the 2020 AUDI Q5 Premium Plus I saw on the website of Criswell Maserati of Germantown. He did confirm that the car had the many outstanding options listed. He was very respectful and suggested that I come to see the car and do a test drive. I was very busy during the following two weeks, but after a gentle reminder from Robert Buchanan, General Manager of the Criswell Maserati dealership, I made an appointment with James Tan to see the car. He took the time to explain many of the car’s features and to answer my questions, after which he gave me the opportunity to test drive it. The car appeared to be in excellent condition. I researched the price of similar cars and used this as a basis for a reasonable offer, which was promptly accepted. The next day, we went through the formalities of the sale, and I drove away with a superb car at a very good price. I was very pleased with my interaction with James Tan, and I liked his polite, no-pressure style. More