Criswell Maserati - Alfa Romeo - Service Center

1st Scheduled Service Experience Leaves a Bad Taste My first scheduled service experience was very disappointing. I scheduled my service for my car to be picked up on Thursday, April 4th, spoke with "D My first scheduled service experience was very disappointing. I scheduled my service for my car to be picked up on Thursday, April 4th, spoke with "Dana" I am sure I did not spell this write but he referenced himself as the manager. I was not in the system although I have had the Maserati for a little over a year and Karifa Mara was my sales person (btw, he was great). Provided my name, telephone number for both me an my husband as well as our address, he said we were not there. So he got all the information and said he would have someone leave their office at 9 am and they would be at my house by 10 am on April 4th. I verified twice, to which he repeated they will leave there at 9 am and be at my home by 10 am. Thursday, April 4th at 10:20 am I called and asked was the driver running late, it was the same person I scheduled the service with and he said I show you are bringing your car to us. I reminded him of our conversation and that he was the person who scheduled the service although he tried to act like someone else made this error. So he said he would have someone leave right now since according to the map they could be at my house in 26 minutes. I said okay, I can wait until 11:25 am but have to leave for my doctor's appointment. 11:32 I called and once again, same guy. Oh, he says, he should have been there by now, we will reschedule and I will just call him to come back. He said they could come on Saturday morning, I said anytime before 10:30 am would be fine. Saturday arrives, and once I am dressed and ready to leave I see I have 3 missed calls and voicemail stating they are calling to make sure someone is here before they send their driver and to call them. Really, I can't believe this. The driver picks up the car, asks me to complete the paperwork and although I told them when I scheduled the service I pre-paid for the service as well as the "replacement tire" plan I am being asked to provide my credit card number. I refused and told the guy I understood he was doing his job but I paid for this and it should be on file and I am not providing my credit card number. He says okay, and I ask about the car being washed. He assured me the car would be cleaned and shinning when returned which would be Monday. It just doesn't end; so I am out doing my Saturday things and I again get voicemails from the same guy asking me to call. When I return the call he states that he isn't sure he can get the car back to me today, I said I was told it would be Monday anyway so it was fine. Since I am keeping the car he needs me to send him a copy of my drivers license. I am just amazed at this as I am in the middle of a store and I am going to send him a copy of my drivers license. I ask him to call my husband and he can provide the number and probably send a copy as he is home. We agree he will be bringing my car first that Monday morning as I have a 10:30 appointment. yes, will be first. Monday rolls around and its a new guy from the service department calling me; see I have a missed call and now my husband has 2; it is a little after 9 when we see this and I call. The service guy, I believe he said Anthony but not sure, great news your car is ready. Well it was ready Saturday and you were supposed to be here before 10:30, same story. We will send someone right now...the driver does get here at 10:30, late for the appointment and the car is NOT clean, honestly the windows dirtier than before, they did vacuum the carpet but it is far from clean and once again disappointed. This is truly one of the worsts experiences I have had with a service department and think I would rather take the car to a NAPA to have the oil changed compared to dealing with them again. I was very hopeful I would be given the opportunity to complete a survey for the service but did not receive one so I wanted to share. I do not recommend purchasing a car or having it serviced here based on this overall experience. While you have a great sales person, the experience doesn't stop once we drive off. Repeat business is what most strive for and I can assure you, you will never get mine. And lastly, next time you bring someone a car to drive it should be of the same caliber and quality not lesser. More

Anthony goes above and beyond any other Service Manager I took my Maserati in for its annual maintenance and had the pleasure of meeting Anthony Johnson. I have purchased a lot of vehicles, mostly high lin I took my Maserati in for its annual maintenance and had the pleasure of meeting Anthony Johnson. I have purchased a lot of vehicles, mostly high line, and always feel more comfortable having the dealer perform any work versus an independent shop. Obviously, over the years I've met and dealt with many different Service Managers, but none compare to Anthony. I was impressed with the initial meet and greet, explanation of work to be performed, explanation of completed work performed, and just how I was treated during my visit. I forgot to mention, I'd scheduled the appointment online, after hours, therefore, no one actually received my request for the 730am apt. Anthony was short-handed but asked the Technician to take a break from what he was doing, put my car on another lift, and go ahead and take care of me even though they were shorthanded and I didn't have an appointment on the books. Thanks Anthony, I'll be back for sure. Trey More

Great Service I took my 2017 Ghibli in for its first service. Anthony was great. He was very knowledgeable and had great customer service. Made the process rea I took my 2017 Ghibli in for its first service. Anthony was great. He was very knowledgeable and had great customer service. Made the process really easy. 5 stars to Anthony. Thank you. More

Awful Customer Service Scott the service manager really should be in a Fiat dealer service center. No clue on how to interact with luxury clients. Does not care about keep Scott the service manager really should be in a Fiat dealer service center. No clue on how to interact with luxury clients. Does not care about keeping the customer happy so they come buy more cars from the dealership. But hey that's why there is Maserati dealers in VA. Don't expect a return phone call from him unless you talk to the GM. More

Customer Service Class Recommended for Scott Oliver Thursday evening my new car, less than 45 days old, 1500 miles on it, wouldn't start. I called into the service department on Friday and talked to Sco Thursday evening my new car, less than 45 days old, 1500 miles on it, wouldn't start. I called into the service department on Friday and talked to Scott Oliver inquiring about a loaner. Mr. Oliver informed me that he didn't have a loaner for me, I explained to him that I needed a vechicle to get around because my father is dying and was told by doctors that he would only live 3 weeks max and I wanted to spend the weekend with him. He said he was sorry but there was NOTHING he could do. I went on to ask him if I rented a car would MASERATI pay for it. He told me if I rented a vechicle and paid for it, that I could submit documation to him and he would submit it to corporate and they MIGHT reimburse me. After hanging up with him I called roadside to have the car towed to Criswell. At 10am the car was towed. I never received a courtesy saying my car is there or anything, At 4:30 I called because no one called me. I told him a phone call would have been nice if he had no other information, acknowledge the vechicle is in your possession. He blows me off and says, "your car is here and we were able to fully charge the battery" he ask me a serious of questions in a very nasty tone, "when was the last time you drove the car, how far did you go, etc? Finally, I asked him for Corp phone number he replied he didn't have it, I could google it, I asked if he could google it and he started panting as if I was bothering him. I asked who do you report to and his reply was "Omar" he went on to tell me Omar is gone for the day, he won't be back until tomorrow, no one else can help me. I asked if he could put me into Omar's voicemail box and he disconnected the line. I called back and left Omar a message. Omar did in fact call me back the same day. He assured me he would reimburse me for a rental and did a great job cleaning up Mr. Oliver's mess. I've purchased other high end automobiles before and Mercedes, Ranger Rover or BMW treated like he did. Outside of being embrassed because my new car had to be towed, my father dying now I have a service executive talking to me like and treating me like my business is NOT valued. If I treat my customer like Mr. Oliver treated me, I wouldn't have any customers. I expected so much more from Maserati. More

Scott Oliver and Robert Fox are the BEST! Great service! I have driven over 50 miles for the last 4 years to get my 2006 GranSport serviced at Criswell, The last two years have been the best since Scott Oli I have driven over 50 miles for the last 4 years to get my 2006 GranSport serviced at Criswell, The last two years have been the best since Scott Oliver arrived. He gives me such personal attention when I bring my car in. He always discusses service needs in detail and makes cost-conscious recommendations. He makes sure Robert Fox lets me look at the car with him and explains any service needs and any questions I have. I have never had such personalized service. I feel like the three of us are a team working to do what is best for my automobile! I recommend Criswell Maserati to any one who has a Maserati in Baltimore. It is worth the drive for the quality and caring service Scott and his team provide. More

outstanding customer experience great service to go along with great sales experience; 3rd car purchased from Criswell dealerships in last year and the experience was the same with a great service to go along with great sales experience; 3rd car purchased from Criswell dealerships in last year and the experience was the same with all of them (Jeep) (Chevy) More

Exceptional Customer Service! I've bought several cars from Criswell over the years and their customer service has always been excellent. This was my first experience with their Ma I've bought several cars from Criswell over the years and their customer service has always been excellent. This was my first experience with their Maserati service (2012 GTS) and it was exceptional - just what one would expect when you own a Maserati. Scott Oliver, whom I met at a car event, went out of his way to accommodate my circumstances. They performed the service as requested, checked out the whole car, and the price was well below my expectations -- not the typical high priced service you get at other Maserati dealers in the area. They even detailed the car before returning it to me! Keep up the great work! More