Criswell Nissan

I bought my Nissan Rogue from Criswell Nissan in 2014. Over the years the service has been okay with some exceptional moments. Since Gene Lopez took over as manager and Deuce became the service supervisor, service at Criswell Nissan began tanking. There is never a time I go for service and the work and or something is not wrong. They charge me a package for oil change and windshield wash, only for me to find out there was no windshield wash. I called and Deuce swears the service team had put windshield wash, only for me to find out that was not the case as my bottle had fallen (bumper damage) and was not available to be filled. Screws, pins, rubbers and wiring are NEVER replaced neatly or at all. The final nail in my coffin was I went for oil change service in March. I requested a discount as was told I would not get it because I had rated Criswell a one (1) for service, for the world to see. Lopez intervened while I was waiting and Deuce came to tell me the manager said to give me the discount. When I was called that the car was ready, I went and was told I needed an engine case and a list of other things I needed to change. I asked do I need them now, I was told no but to get them as soon as possible. Before I could get home from Criswell Nissan (a 30 minute or so drive) the check engine light came on, and shortly thereafter the car started losing power. I called the following day and Deuce reiterated an issue I had the following year, claiming I was losing engine oil and whoever fixed the car is responsible for the leak. I had the car towed back to the mechanic shop and they did an under-carriage wash and found no issue except old buildup and the manager asked to speak to Deuce. Deuce allegedly told the mechanic that's not what he said, another mark against him. Now I am told I need a transmission for $6,300. I had my car parked since the service in March - undrivable. A new person I found is now here today to look at the car and the first problem he found is that THERE IS NO ENGINE OIL in the car and it is not leaking. I called back Gene Lopez to report another problem, but what did the manager do? He said Criswell no longer needed my business and to find somewhere else for future work. When did Gene Lopez become the owner of Criswell Nissan? Is this how service or lack thereof is now offered? What a deplorable service oriented top down culture!! I would NOT recommend any forward thinking, service oriented individual to visit Criswell Nissan at Amaranth Dr. in Germantown, MD!! Disappointed at the Gene Lopez, the manager's approach is an understatement. I am also sure that I am not the only person who has had deplorable service here.

First time at Criswell Nissan for service. Ericka, the service advisor, was friendly and provided great customer service. She texted to let me know when the service was completed. I would have preferred a phone call since I had some questions, but it seems that phone calls are becoming a thing of the past anyways. Used the shuttle as well, the driver was prompt, friendly and courteous. Here’s where it gets interesting…when I walked over to the cashier’s desk to pay, I didn’t notice anyone behind the counter at first. I waited a few moments for the cashier to return, and while I was waiting, I noticed what appeared to be someone’s hair at the side of the cashier’s monitor. I peeked around the monitor and happened to wake the cashier up from her late-afternoon nap as she was staring straight at me with her head resting on the desk. That would not have bothered me as much, but after she noticed me, she just stared at me. She didn’t say a single word or tried to lift her head off the desk, which was very frustrating. I had to say “excuse me” to get some assistance from her. The attitude and customer service she provided was less than poor and I felt that I was inconveniencing her after waking her up from her nap. She spoke very softly and mumbled her words, I had to ask her to repeat herself numerous times. Was also surprised to learn Criswell Nissan doesn’t have a carwash. I’ve never encountered a single dealership which doesn’t have a car wash. Don’t think I will return to Criswell in the future for service.

Never Again:My car was at this place since Monday evening. They checked it out and turns out,it was the battery,OMG! I got charged $300.00 for a battery which had to be ordered,ok. I called after 12:30 noon and was told it's being worked on. 4pm and no phone call to let me know whether it's done or not! So I call and not only was it finish,the paper work was sitting some where in service shop and not where it should be so that they can check it out and call me to say,your car is done,REALLY! I get there at 5pm and they couldn't find the paper work for 10 minutes,now I'm real salty!!! As I'm ready to just pay and leave there's a so called 3% service fee which was $12.13,so Being charged $299.00 for a Battery and $86 for labor. I guess they took off a few cause of the extreme delay,loosing the paper work,not keeping me informed,not to mention another whole day not being able to work and I paid over $400 plus dollars for what!,a Battery that should have took minutes after getting the part!!!!SMH I've purchased a car from here in the past and had service on another car and this is the service they're providing! Lastly as I get into my car,the camera was not put back where it was as if it need to be touched at all since it wasn't on to record anything. they pulled it from where it was exposing the wiring and it was hanging by the wires I had to place it back and tuck the wires back so they're not exposed. I've Never had such an experience where the professionalism and courtesy was non existent,as if to say _______________________you fill in the blank! You can bet I want be back and nor recommend them, at least that location to any one and please don't bother sending me your junk mail or ask for surveys....... Absolutely dissatisfied!!!!! I felt kinda sad for the young lady who's day was good,cause mind most defenitely wasn't.

We have purchased three new vehicles from this dealership. Went back to them with one of the vehicles with a defective CTR transmission that went bad immediately after the vehicle was paid off. We asked for some consideration as repeat customers for a decent trade to get us into new vehicle. Sales manager treated us with contempt, offered us "a couple of hundred bucks" on a 2014 and then showed us the door. Thats what loyalty as a customer gets you with these guys, never again, have already taken our money elsewhere. Giving credit where due, the service dept guys were always straight with us on repairs etc.

My Mother inlaw bought a new Nissan here a few years back and it went well. I just shopped with them used and it went poorly. I contacted them on 3/23 about a car for sale on their site. Learned it really wasn't for sale yet as it had not been MD Inspected. Also, the entered the VIN and vehicle details incorrectly. Went back and forth for 2-weeks while they got it inspected. Finally, a chance to go see it. I get there and learn the price is now $1000 higher (now $2500 above book value) and the car looks like it is a wholesale car waiting to across the auction block instead of a reconditioned retail car. Cowl was full of leaf debris, doorskin of driver door was peeling, black sticky goo on bottom and outside of driver door, engine cover missing, lower grill missing, headlight lenses hazed over. I guess I am glad they failed at their job. It kept me from buying a clearly neglected car by its previous owner. I would shop here again for a NEW car, but not a used. If that is what they consider Ready for Sale...they need to see what their competition sells.

Nice experience with Sean who did his best to answer my questions. But for the rest, very poor quality service. The finance guy was rude and not knowledgeable of my case. I bought the car a couple of days ago and I still have several pending questions regarding the documentation they said they were going to mail me. Overall this has not been a pleasant experience as I feel they were just after my money. Once they have it they shut their doors and you are not welcome anymore. They still owe me the vehicle papers but all I can hear from them is to go home and wait. This is very frustrating. The customer service is poor and I don't think I would advise anyone to deal with them.

CAUTION: Do not go to this dealership!!! My daughter and I purchased a Certified used 2016 Nissan Versa from these scammers one month ago(we haven't even paid the first car payment). My daughter had some issues with the car so yesterday we took it in to be serviced. We find out today that the car has transmission issues. We walk in the dealership (clearly upset of course) and asked to speak with a manager immediately. The manager shows up with the nastiest attitude. Clearly he has no understanding of customer service so we ask to speak with someone else that would hopefully be more compassionate. I was clearly wrong. We walk in to the General Managers office who's name is Gene Lopez. After explaining our situation to him he responded with a simple "and". We were taken aback by the indifference in his tone and his clear unwillingness to offer solutions to our problem. He also insinuated that my daughter caused this major problem in the one month she owned the vehicle. He displayed a lack of care, sympathy or empathy. End result, we now have to make monthly payment on a car with a transmission issue for the next 5 year. PLEASE STAY CLEAR OF THESE PEOPLE!!!

I went to the Criswell Nissan in Germantown, MD. You never know what to expect when going to dealerships. I went to get an oil change and an inspection to make sure everything was working well. Matthew was the person who helped me and he was very informative. I am not very knowledgeable about cars but he made sure to explain everything thoroughly. He also gave me a complimentary car wash. I will definitely be returning for any future car service I need.

Extremely professional service and top concern for resolving the problems. My service adviser, Crystal Vanderpuije, understood the issue with the car and made sure it was completely taken care of. She is very hands on when it comes to making sure the customer's issues are resolved. The technician that worked on the car took the initiative to order a part for an issue he discovered that I had not initially addressed, and resolved that problem without my prompting. That's the kind of service that you always hope for but rarely find.

Everything was simply wonderful except the closing. I asked them to give me the BEST PRICE they could and when it was outside my parameters, I declined the offer. The next day they called with a much lower offer but I had already gone to another dealer and accepted their deal. Had they given the the second offer in the first place, I would have happily accepted. What about BEST PRICE didn't they understand?