ComplaintsforCriswell Automotive

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to Criswell Honda in Germantown, MD on Monday August 7,2023 around 1pm. I was greeted outside by ******** and i explained to him that I already had an appointment set with a different agent named *********** he said ***** was not available and that he would help me instead. Once at his desk ******** started asking me questions about what kind of vehicle I was looking for, price range, etc etc. He said that he was new at that dealership so he didn't have any customer forms to write on so he was inputting it into the computer. He then asked for my drivers license and social security number to verify my identity( ONLY) . Not once did I give authorization to run my credit report we hadn't even looked at any cars yet. Not once did I fill out any credit applications or sign any consumer reports. I walked out empty handed, he ran my report and did not let me know nor did he provide me with a copy of the information he received. After I left the dealership I got multiple notifications that I had a new inquiry on my credit report which I did not authorize. I did not give any written or verbal consent to have my credit ran by this dealership. This dealership needs to be held liable according to the FCRA and I am seeking compensation at least $1500.00.

  Business response

  09/23/2023

  I hope this letter finds you well. We are writing in response to your recent complaint submitted to the Better Business Bureau regarding the paperwork associated with your visit to Criswell Honda on [08/07/2023. We appreciate your feedback and take your concerns seriously, and we would like to provide our perspective on the matter.
  First and foremost, we regret any inconvenience you may have experienced during your visit to our dealership. Our aim is to provide exceptional service to all our customers, and we apologize if your experience fell short of your expectations.

  Upon reviewing the details of your visit, we found that you did not sign the credit application or risk-based form before leaving our dealership. All the information entered into our tablet was provided by you during your visit. We also understand that you mentioned having an appointment at another dealer, which may have contributed to the oversight.

  It is crucial to clarify that our dealership takes data privacy and customer information seriously. We only use the information provided to us for the purpose of processing your transaction and ensuring that we can assist you effectively during your visit. We do not share or use customer information for any other purposes without consent.
  

  To address the situation, we have taken the following steps:
  

  We have reviewed our internal processes to ensure that all customers are informed about and have the opportunity to complete necessary paperwork during their visit.
  We have retained the information you provided in our secure database and have not used it for any purposes other than your intended transaction.
  

  We understand that you may have had time constraints due to your appointment at another dealership, and we apologize for any inconvenience this may have caused. We are committed to improving our communication with customers to ensure a smoother experience in the future.
  

  We value your business and are here to assist you in completing any outstanding paperwork if you wish to proceed with your transaction. Please feel free to contact us at *********** or ******************************************* to schedule a convenient time to come in and finalize the necessary paperwork.
  

  Once again, we apologize for any inconvenience and confusion you may have experienced during your visit to Criswell Honda. We appreciate your feedback, as it helps us continually improve our services. We hope to have the opportunity to serve you better in the future.
  

  Thank you for your understanding and patience in this matter.
  

  Sincerely,
  

  ************************************* GENERAL MANAGER CRISWELL HONDA

• Initial Complaint

  05/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2023 ***** *** Hybrid on March 14, 2023 for $45999.46 (see purchase order) I traded in a 2019 ***** ***** EX-L for roughly $18,XXX.00 This vehicle had a payoff in the amount of $15331.32 (per the payoff quote provided - I have email proof this was sent to them the day of purchase and signed agreement) I had to make a payment to avoid a late fee and I was advised in the finance office this would be refunded back to me. I also traded a 2012 ***** ****** EX-L for roughly $9,XXX.00. My total trade in was $28,200.00. On March 16, 2023, to avoid receiving a late fee since they had not paid my car in full, as advised in the finance office, I made a payment of $220.00 with the expectation it would be refunded to me. On March 29, 2023, they paid my car off in the amount of $15131.04, instead of the $15331.32 that was agreed upon on the purchase order signed March 14, 2023. I am requesting the underpayment of my payoff in the amount of $200.28 is refunded back to me. I have attempted to resolve this with them for over 30 days and they are unwilling to assist. Please note - On my emails to try to resolve, I mistyped the total amount listed on the purchase order as 15313 rather than 15331. Please excuse that typo. The full refund should be $200.28 rather than $182.XX. Within this email I am providing the following documentation: • March 14, 2023 purchase order • 10 day Payoff statement from Cap 1 on day of purchase + proof this was emailed to Criswell on day of purchase • Payment history from Cap 1 and a screenshot which states there was no overpayment made by Criswell - In addition shows I in good faith (for credit reporting and late fee purposes) made a payment 2 days after Criswell took ownership of the vehicle. Payment made on 03.16.23 per pay history included. • Prior email communications attempting to resolve this matter with Criswell I want what is rightfully mine per the signed agreement. I have provided payment history for this.

  Business response

  05/27/2023

  This issue has been resolved. We gave the customer a check for $200.28

  Customer response

  06/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/6/23 discussed potential trade/purchase of a vehicle. Was left on the hook for multiple days wondering if I qualified or not. After multiple calls found out I didn’t qualify for one vehicle but again got my hopes up for another vehicle that at the time of this complaint hasn’t even told to me if I qualify or not.

  Business response

  04/01/2023

  Customer submitted an application for credit approval.  Results were given by Sales Consultant.  Finance Institution/Banks also send written results for Customer record.

  Customer response

  04/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband was involved in a crime in which he went to prison. To gain access to more money so I could operate the household on, I sold our *** ******** which was paid for. I got in touch with Criswell *********, in Gaithersburg, MD, which was where we bought the car. I asked them if they wanted to buy the ******** and they agreed. A tow truck picked up the car and delivered it along with the title. The gentleman suggested a tow company which I used. Criswell responded with sending documents for me to sign along with the car's license plate. I filled out all paperwork, sent it in and am still waiting for the check of $65,000.00. Everything was done ***** by the dealership. The dealership has my car and I have no check! I am dealing with a man named ****, who is one of the managers. His direct line: ************. The deal was made over the telephone.

  Business response

  03/08/2023

  The customer has received the check.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12 2022, I dropped off my 2005 Chevy ********* to Criswell Chevrolet at 530 Quince Orchard Rd, Gaithersburg, MD to get an estimate on a left rear broken shock mount from the body of the truck. I spoke to the Service Manager, Mike M********, the week prior who arranged the appointment to determine if a new left rear shock mount can be welded or frame needs replacing. I was assigned Charles P******** as my service advisor who emailed me an estimate of what his mechanic found during an inspection of my vehicle. It was determined a new left shock mount can be welded back on along with replacing the right side as well, including new struts for $1,401. I also suggested to find out the cause of the engine light on and provide an estimate for the repairs. Charles contacted me on my cell phone and recommended bank 1,sensor 1 oxygen sensor, fuel tank module and locking ring mounting on tank and Intake Manifold gasket including replacing the leaking oil pressure switch in order for the check engine light turn off. The total was $3,200.00 not including the $1,401 for the strut and mount repairs. He followed up with an email which totaled a different amount of $3,707.13. After speaking with him about the quote and email, it was determined that he left out $500 in labor cost. Charles said he will eat that portion due to his miscalculation. I verbally authorized the repairs totaling $4600.00 and requested a loaner car during the repairs. The total mount I paid was $4,785.00 which included the rental at $20 per day. I picked up my vehicle on July 21, and noticed charges not authorized on my invoice and inquired. Charles explained, we did not need to replace your tank after all which cost $1,054.99 and replaced other items we found. I contacted Mike M******** (service manager) twice and left two messages which he has yet to return either. I did not give them authorization for these items to be replaced and I am requesting a full refund of these additional charges.

  Business response

  10/11/2022

  Our initial estimate included replacing the fuel tank due to the severe amount of rust the vehicle had. Once we got the fuel tank out, we determined the fuel tank was fine, but the fuel pump module, lock ring, evap hoses, purge valve all needed to be replaced which was not included in our initial estimate. All of this was explained that we need to drop the fuel tank and inspect. The parts we replaced in lieu of the fuel tank equaled out to be right around the same amount. 

  We repaired his vehicle and it is working properly now for the price we quoted and he agreed too.

  Ron K***********

  Svc Director Criswell 

  Business response

  10/24/2022

  I'm sorry that we are in disagreement.

  We repaired your vehicle based on the estimates you were provided and authorized. 

  Upon paying the invoice, you had no disagreements at that time.

  There is nothing we are going to be able to do at this point. 

  Ron K********* Service Director

  Customer response

  11/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Again!  I totally disagree with their response and we all know there's definitely evidence of dishonest overcharges on my invoice.  I’m clearly being brushed off by his response and on your website there are similar complaints brought against this dealership.   I did question the work that was performed on my vehicle upon picking it up and that's when I was told about the unauthorized repairs.  After I got home, I sat down and went through each page thoroughly and that's when I noticed the other discrepancies.   What is the next step I can take?  Please advise! 
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello On April 16th, I signed a check for $38,000 for a ***** **** EUV with a down payment of $1,311. I was unaware at the time that they gave me the wrong ***** **** EUV off the lot. The car that they originally sold me on paperwork, I was told it was on a stop sale due to battery recalls I told the man that sold me the car that I was leaving town that following week. He called me while I was out of town stating that the paperwork was signed for a different car and that I needed to come back to the dealership to sign the right paperwork. I immediately called my bank to let them know that the VINs on my loan and the paperwork were not correct. They informed me to not sign any paperwork. As soon as I got back in town, I gave the car back to the dealership and told them I no longer wanted to continue with the transaction to negligence on their end. A couple days later, I received a check in the mail for $1,311. On May 2nd, I gave the dealership a call and asked for a status update on the check being sent to my bank, and the sales manager refused to give any details and very rudely gave me a blank statement of "I'm not arguing with you, we told you 10 business days." This was the first time I heard it would be 10 business days for it to be done. This type of occurrence kept happening even until today. I called yesterday to get another status update, however, he wasn't available to talk. I left my phone number and name for the sales manager to give me a call back, but he never did. I called my bank over 5 times since I returned the car and they state that the dealership has never gave my bank a call and that they have never received a check from Criswell. All I want is for Criswell to send my bank a check for $38,000 in a timely manner because each day that goes by I have to pay interest because Criswell said they aren't going to cover the interest in the check. They told me it would be done within 10 business days, but as of now it has been 19 business days. Thank you.

  Business response

  06/18/2022

  Customer took delivery of a new ******************** ****.  Customer returned the car with 2200+ miles and damage because they didn't like it.  Customer stated to the General Sales Manager he had ******* FCU cancel the check he used to pay for the majority of the vehicle in the amount of $38,000.00.   Customer requested for a refund of his down payment of $1,311.94 which was processed and issued by check on 04/16/2022.  Days later Customer then requested the $38,000 be refunded to ******* FCU since they apparently did not cancel the original check.  The $38,000.00 refunded was issued by check on 06.01.2022.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family purchased a new 2022 ********** ******** on Nov. 26, 2021 from Criswell Nissan in Germantown. The vehicle was driven almost 3000 miles before a serious mechanical/computer issue occurred. I was driving the car at around 7mph in traffic on the highway, when the engine suddenly revved up as if it were put in 1st gear going 60mph, there was a burning smell and a yellow message came up on the display, which read "Service AT Power Reduced", along with several other messages in yellow. I pulled over and was able to get the car functional by power cycling, then took it to the dealer. The service technicians acknowledged the errors but couldn't identify the problem. They called a technician from Nissan who came on-site and only reseated a cable. I received a call from the service manager that the issue was resolved. I went to the dealer on January 21st to discuss what had happened. The service manager admitted that they didn't know what the root cause for the issue was, nor if reseating the cable would help. According to the technician, the error I received was a catch-all for a number of potential issues. The service manager informed me that they cleared the error codes and drove the car "40 miles" with no issue. My response was that I drove the car almost 3000 miles with no issue until it happened. I explained that my concern is that without a resolution the problem will happen again with my family in the car on the highway driving at a much higher speed, which could cause a very serious accident. I asked the service manager how he could guarantee that this specific issue was resolved if he couldn't find the cause for the issue in the first place, to which he had no answer. I asked again what happens if this problem reoccurs while I'm driving 80 mph on the highway, again no answer. The service dept. did not fix the issue, which they admitted to, but they're apparently OK with me taking the car back without resolving the potentially like-threatening problem.

  Business response

  03/12/2022

  Since *************** was not satsified with Criswell Nissan not being able to duplicate the issue he was having with the vehicle. We suggested that **************** contact Nissan direct. We assisted *************** in this process. Nissan sent out a field engineer to meet with ***************. Again the vehicle presented no codes again with the field engineer on premise. At which point the field engineer, Criswell Nissan technician and **************** went on a lengthy drive. in excess of 40 miles. The vehicle exhibited none of the complaints **************** has concern about. At which point everything has been documented in the history for **************** vehicle. 

   

  Business response

  03/21/2022

  ** ******* 2022 Nissan ********** has been into us on 2 separate occasions , each concern was thoroughly tested and retested for any possible component failure.

    1st visit we could not duplicate any of **. ******* concern , even after 46 mile road-test we  scanned each computer system for fault codes to no avail.

  (reference ******** 1-15-22 out 1-28 22 with 46 miles of road-test)

  2nd visit with Nissan field engineer dates 3-2-22 ** ****** The engineer scanned systems for fault codes (see attached copy of results (systems Normal) they did not experience any of ** ******* concerns with drivability , fuel process , or the windows not rolling up at the same speed, we lubricated the window run channel anyway.

  after a 2 and a half hour road-test and 220 mile the Field engineer  determined the vehicle is performing as designed, no fault codes, no confirmation of customer concerns not one system reading out of normal parameters

  Please see attached scanned repair order copies , over 265 miles road-tested.  

  Tony C***** 

  Service Director 

  Criswell Nissan

  Customer response

  03/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The issue was confirmed by the dealer and has thus far not been fixed as the service center could not identify the root cause for the issue. The fact remains that this DID occur as confirmed by Criswell and the vehicle poses a safety risk for my family as there has been no resolution.

  
  

  When the vehicle was sold to me there were no errors, no codes to pull and no apparent problems with the vehicle. Yet, this problem occurred after almost 3000 miles and there is obviously an underlying reason why the problem occurred, which has yet to be identified. Just because no errors are showing now does not mean the underlying issue that caused the problem to begin with is not still present. Additionally, as I said previously, driving the car 50 miles and stating that "no issues were present so there must not be a problem" is an irresponsible and insulting reply as again I drove nearly 3000 miles before the problem occurred.

  
  

  As an analogy, if someone were to have a stroke, the doctor wouldn't give them an exam and say "well you're not having a stroke anymore so you must be fine, you can go home now". No, the doctor would look to find the root cause for the problem to make sure the patient wouldn't have another stroke, and if they couldn't find the root cause, they'd look further until they did. I'm dismayed that Criswell isn't taking this approach and is instead insisting that I drive a vehicle with a potentially life threatening safety issue.

  
  

  I maintain that Criswell sold me a defective vehicle with the very real potential to cause harm to my family and thus far they have brushed my concerns aside. As stated previously, I would like my vehicle to be replaced or I would like a full refund. Thus far Criswell has not fixed ANY of the problems brought to their attention despite receiving detailed videos of some of these additional problems, and has thus far Criswell has not honored the Nissan warranty, even though the vehicle has been in Criswell's possession three times for a total of almost 30 days.

  
  

  Regards,
  
  ***********************
  

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