Randall Baber

I placed a custom build order and deposit in April for a 2026 Dodge Durango RT Premium Launch Edition. After 14 weeks, the vehicle was delivered. During the test drive I noticed mechanical issues and addr 2026 Dodge Durango RT Premium Launch Edition. After 14 weeks, the vehicle was delivered. During the test drive I noticed mechanical issues and addressed my concern. Our salesman Eric stated that it was normal break in for the exhaust. I explained that the noise was not and my concerns were dismissed. Back at the lot I observed imperfections with the passenger fender and a considerable 2 inch linear crease / dent in the driver door. I asked for garage to look at the vehicle and was told the lift was not available at the moment. I decided I did not want to proceed with a purchase until issues were resolved. The lift became available, then the pressure came from the sales staff. Buy it now, it’s covered under warranty and if there is a problem we will fix it. Mechanics identified and fixed the exhaust shield. At this point I’m uneasy already having issues with what is “a brand new car”. I asked to have the damage fixed before accepting delivery. The sales manager Randall stepped in and stated the car has been sitting for three weeks. If I wanted to buy the car I had to “purchase it today or they would cancel my deposit, and move forward with two other buyers who are chomping at the bit.” (I received delivery notice Wednesday 8/12 and scheduled an appointment on 8/21 for the purchase). Eric did offer to deliver a loaner car when an opening was available for the dentless repair specialist to fix it and arrange transportation of the damaged Durango. I decided to move forward with the purchase believing my custom order would otherwise be sold out from under me. Using an affiliate program I locked in the 1% below dealer’s invoice not MSRP. I discussed trading in my personal vehicle and was told because of the low milage they would need some time to calculate an accurate value. Carmax was offering $49k the time of our intended purchase. Criswell offered $50k trade-in with an out the door cost $5k over what I expected. I asked where the tax break was and they said it was factored into the trade value. I asked about an available $2k trade assist incentive and was told that too was already in the $50k offer. I asked several times what the actual trade value offer was for my vehicle and never got an answer. I was left to guess it was in the ballpark of $44k-45k. Eric said I was welcome to go sell my car to carmax and then come back but that I wouldn’t get my tax break or trade-in incentive. I said unless there’s a fair offer on the trade-in I was done. Eric asked if I had any idea what the costs associated with trade in's for resale was, I said no I am not a car dealer but carmax sells them too. I left with no effort to make a fair offer. That afternoon I messaged Eric stating if the manager is unwilling to budge on the trade value, please advise when my deposit refund would be processed. No answer. The next afternoon I called the sales manager and left a message asking to have my affiliate documentation and an update on my deposit. Eric called back saying they would process the refund Monday and email a copy of my document. That same evening, the Durango was listed for sale online over MSRP. Dealerships always lowball trades but this seems intentional to sell the car over MSRP instead of under invoice through an affiliate program. Interesting that dealers in the region also have mark-ups on this model. I will add that we previously purchased a Jeep from Criswell Thurmont a few years ago. Rene was pleasant, did a fantastic job and we left feeling there was a fair value and purchase. His interaction was why we chose to go with Criswell Thurmont again. After this experience we are finished. Update* Sales Manager Bill Devine reached out after the review to assess everything and was positive to work with. He provided an offer and specified the breakdown. The followup effort from management at Criswell was appreciated. More

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