Knox Masiyakurima

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

Print

Knoxx and Criswell definitely know how to take advantage of customers. I wouldn't recommend this dealership to my worst enemy. I have bought multiple vehicles from this dealership, and this last car I purch of customers. I wouldn't recommend this dealership to my worst enemy. I have bought multiple vehicles from this dealership, and this last car I purchased was a lemon, and I was taken advantage of by Knoxx and Criswell. I'll never purchase another car from Criswell again. More

Print

Honestly like every other dealer, all they care about is selling the car out and then they do not even worry about what they promise the customer, well at least my salesman has been acting like that. And wh selling the car out and then they do not even worry about what they promise the customer, well at least my salesman has been acting like that. And when I come out telling them something they take the the help that they gave. You don’t do that as a buying customer they are there to help and try to sell the vehicle to you. But I guess some of them are there to seek and than after not care about the customer. Even finance I am very upset, frustrated, and will not even doe they have helped me get my vehicle with no down payment, but I have trade it my vehicles for more than was actual price. Now they don’t even try to help. Sales man just likes to seek vehicle than not care. Finance I feel the same way now. More

Print

This is the 4th vehicle we purchased from Criswell. We are always satisfied with the customer service we receive. Gene Hoffman is attentive, Friendly, Honest and cares about our best interest. For as l We are always satisfied with the customer service we receive. Gene Hoffman is attentive, Friendly, Honest and cares about our best interest. For as long as we live in MD, Criswell family of dealerships will be the only place we will purchase our cars from. More

Print

Wolves in Sheep’s Clothing I contemplated over the course of 101 days better ways of expressing my dismay with Criswell Auto of Gaithersburg, MD. I would rather speak to members of the company than pr course of 101 days better ways of expressing my dismay with Criswell Auto of Gaithersburg, MD. I would rather speak to members of the company than present my personal issues with this automotive distributor on a public forum. However, with the lack of communication and false narratives from members of Criswell Auto I had no choice. Hopefully, this review will strike their attention. Additionally, I do not want other potential buyers to fall victim to the same unfortunate series of events. Initially, the vehicle process leading to the purchase of my vehicle went beyond my expectations. Knox Masiyakurima (the pre-owned sales representative) answered all questions that I proposed in an attempt to help me understand Criswell Auto’s purchasing process and my responsibilities. After signing the appropriate paperwork Knox informed me that I would receive all forms needed to register my pre-owned vehicle through the United Postal Service to my home address. When I did not receive said paperwork after approximately 35 days, I attempted to contact Knox to ensure that there were no issues on my behalf. Knox ignored my phone calls and text messages for several days. After, no response from Knox (my original sales representative that I understand now only viewed me as an “easy sale”) I contacted Donna Baker who I assumed represented the Titling Department of Criswell Auto. Mrs. Baker informed me that she did not know the exact timeframe in which I would receive the paperwork to complete my registration but issued an extension (which I truly appreciated). I waited patiently until the expiration date for my extension approached. Again, I attempted to contact Mrs. Baker via landline and e-Mail but received no answer from either platform. Figuring that my calls and e-Mails were futile, I called the dealership’s primary landline and inquired about Donna Baker as well as the status of the documents needed for my registration. A Criswell representative informed me that Donna Baker no longer worked for the company and did not complete my request. The Criswell representative informed Angela Davis (I assume is Donna Baker’s replacement) of my issue. Mrs. Davis stated that the documents were initially rejected due to an error on their behalf. Mrs. Davis stated that she would resubmit the appropriate paperwork and that I would receive said paperwork in a few days through the USPS Overnight process. I never received tracking information and waited an additional three weeks. Again, I call Criswell Gaithersburg with no answer and leave a voicemail in hopes of receiving a return call. Later that week I received an e-Mail stating that the dealership completed all appropriate paperwork and that documents would arrive within a few days. Once the documents arrived, I assumed that I received the items needed to complete my vehicle’s registration. Yet, this was not the case. The documents sent my Criswell Gaithersburg belonged to another patron and included personal information. Even more interesting was that this patron’s registration documents were missing key information needed to complete their vehicle registration! I am at my wit’s end. The next step for me, in the attempt to complete my vehicle registration, is legal representation. Potentially suspending or revoking their dealership license. More

Print

I can say that the sales representative , Knox Masiyakurima, was outstanding. I know he was doing his best to insure that I was satisfied, I love the new car and am very happy with the vehicle. I Masiyakurima, was outstanding. I know he was doing his best to insure that I was satisfied, I love the new car and am very happy with the vehicle. I am disappointed with the offer made for my car. I am aware that I could have rejected it but moved along. I know my car was valued at much more that $62K. Secondly, in the business/finance office, I was shown a paper stating that my credit score was only 693, which came as a shock to my wife and me. The score was from Experian I was told. I have the Experian App on my phone and know that my score was over 730. I got a letter in the mail the following Monday show my score was 736. Equifax score shows 756. I was also treated with the utmost respect by the service department, especially from Dina B. Again, I am overall satisfied with the deal minus the issues I mentioned. More

Print