Complaints

This profile includes complaints for Criswell Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Criswell Automotive

  503 Quince Orchard Rd Gaithersburg, MD 20878-1407

• 

  Criswell Automotive

  19525 Amaranth Dr Germantown, MD 20874-1201

• 

  Criswell Automotive

  430 Hoover Rd Woodstock, VA 22664-2016

• 

  Criswell Automotive

  84 Bureau Dr Gaithersburg, MD 20878-1452

• 

  Criswell Automotive

  621 N Frederick Ave Service Center Gaithersburg, MD 20879-3306

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived at Criswell Honda in ********** on 6/6/2025 to have my 2011 Honda Pilot Touring detailed (which I purchased used from them in July 2024) & to have an oil change. Both were at no cost, as I had paid for the detailing and other services when I purchased the vehicle, but had not received the services, as they sold me the vehicle illegally w/o having it first inspected. Once the detail was completed, I noticed that the straps to secure my seat covers were missing. A service *** came over to help me find the straps. He had them all along, but pretended to find them in different areas in my truck where I had already looked. He stated that they would call their leather company to try to see if they can re-attach the straps, as they are manufactured sew-ins. I agreed, I then looked down and noticed that my mats were sliding around so I went to secure the mats to the clip in the floor & noticed that my clip had been removed! Out of everyones shock, the same service person verified that yes the clip was missing & asked if he could take my car back to the area where the detailing took place. I agreed. After 10 minutes, he had returned with my truck but was conferring with ****** & another manager. He then came to the waiting room & told me that there was never a clip in the floor, why would his guys remove it, and that they would not ***lace if it cost too much. I said the same reason they cut my straps off my seat covers. He then ***lied, that the straps were old (which they are not; they were a gift from a family member less than a year ago) and he blamed same family member for removing the clips from my floor! He completely lied on my family member & gaslit me over this. He stood there & told me that he would not find or ***lace my clips but would call the leather company about my straps. I then looked at him and told him to not gaslight me and that my clips were absolutely there when I arrived. He said nothing. Another terrible outcome.

  Business Response

  Date: 06/17/2025

  We contacted Ms. **** and have agreed to replace the seat covers.

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 **** Edge from Criswell Performance Cars, **** in ************, ** for $24, ****** on November 7, 2023. I believe that I was sold a vehicle with a known defect, specifically a faulty transmission, which was not disclosed to me at the time of purchase. Since acquiring the car, I have experienced significant issues with the transmission. The car kept sputtering every time I accelerated. After having the vehicle inspected by a certified mechanic on October 24, 2024 at ************************ in ************, ** it was confirmed that I needed a new transmission. My car was in the shop for three months and I was unable to use my vehicle. My warranty company would only let me get a used transmission. I finally got my vehicle on January 22, 2025 and had to pay $1,527.93. Unfortunately, my car broke down again on April 14, 2025 and I was told that the transmission is leaking fluid from the Auto Start Stop Accumulator. I then had to pay $591 to fix my vehicle. At that point I decided I was going to sell my vehicle. I took it to CarMax and was told that it was only worth $8,000 because there was a rear differential noise and transmission hard shift which indicated it would be an expensive mechanical repair. I was shocked because the car is less than two years old and the value was reduced by $15,000. Criswell Performance Cars needs to be held accountable for selling me a faulty vehicle. I would like to request a resolution to this matter. I am requesting that Criswell allow me to trade in the car for another car that has the same value as the original cost of my vehicle or pay off my car loan.

  Customer Answer

  Date: 05/21/2025

  Good morning,

  Attached is my warranty contract per your request. Thank you. 

  Business Response

  Date: 06/03/2025

  ******************* issue started nearly a year and ****** miles from taking delivery from Criswell. MS. ***** fortunately purchased an extended service contract that covered most of the repair cost. It is Criswell's position that her vehicle is well out of time for there to be any financial assistance extended to Ms. ****** If Ms. ***** would like to trade her current vehicle in for another vehicle we would be happy to assist her, however we cannot value her vehicle for what she paid for it nearly a year and half later.

  Customer Answer

  Date: 06/06/2025

  [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: 23344524
  
  I am rejecting this response because my car started having issues way before one year. I was pregnant when I purchased the car so even though I noticed issues with the vehicle I was unable to take it to the dealership sooner than October 2024 because I was taking care of my newborn daughter. My daughter was in the hospital and was not breathing properly so she has hospitalized. I also was in the hospital for an extended period of time suffering from preeclampsia, fluid around my lungs and a blood clot. Criswell needs to be held responsible for taking advantage of customers. ********************** stated that Performance First my warranty company paid for all my expenses. That is incorrect. Performance First paid a portion of my expenses, but I have still spent over $1,000 fixing my vehicle. I trusted Criswell and purchased a vehicle and had to spend money on a new transmission shortly after. I'm currently still having a lot of issues with the vehicle. Even after I got the used transmission that my warranty company approved of it was leaking fluid from the Auto Start Stop Accumulator. Now I have to replace the rear differential unit. The issue with this vehicle is never-ending and I need to be compensated for the money I've spent and the stress this has caused my family now that we only use my husband's car. My daughter is in daycare and having only one vehicle has been extremely difficult especially since I work in ******** and live in ********* 
  
  
  Regards,
  
  ********* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/30/2022, we purchased a 2022 ****************** from Criswell Auto in **********, **. The Finance person sold us on the "Scheduled Maintenance agreement" (Mopar Vehicle Protection (MVP) Plan offered by **************************) which cost us $1,899.00. Since we owned a ******** already, we knew how expensive maintenance is for these types of vehicles. She even had a list of all the services which would be free (spark plugs, tire rotation, oil change, filters, brake fluid, etc.) Unfortunately, none of the ******** / ********** dealerships near us will honor this maintenance ************ 2024, Leith Maserati of Raleigh (**********************************************************) told me the maintenance program was not valid there. I was, however, eligible for the first oil change being free since I purchased a new vehicle in 2022, but I would have to pay for the tire balance of $69.95 which, again, should have been free according to the paperwork I have. I had taken the afternoon off from work to get this done, so I just went ahead and paid for ******, in 2025, I'm trying to use ******* Maserati of **** (******************************************************) and they told me upfront on the phone when making the service appointment - after I mentioned I had this maintenance package - they only honor $70 off the ****** mile service which runs around $700. Our understanding at the time of buying this maintenance package was that we would not have to pay for any maintenance items until the earlier of ****** miles or 12/29/2026. The car currently has ****** miles.I'm in year two of this $1899.00 program and I have yet to be able to use it. I called the # on the paperwork ***************) and was transferred 4 times then hung up on. I called back and said I have yet to use it so I'd like to be refunded. All they can do is pro-rata based on days which is approx $750 in a refund. I would like Criswell to refund the $1899 since it is unusable. We did not agree to spend $1899 on just 3 $70 off oil change coupons.

  Business Response

  Date: 03/29/2025

  ***** contacted the local dealers that were not honoring the maintenance plan. The local dealer is now honoring the plan and we have confirmed the customer is satisfied.  

  Customer Answer

  Date: 03/31/2025

  
  On 3/28 - ******* from Criswell called my husband and left a voicemail. This was not the phone # on the complaint (the car was in his name so I suppose I understand that mixup).
  
  Noon - I dont know what time she initially left that voicemail but my husband forwarded to me at noon.
  
  12:29 - I left a voicemail on her machine.
  
  1:00 - she called me back and told me everything should be covered the first 4 years and to call ***** ****** at ******* Maserati ***************** *******************
  
  1:34 I called him and left a voicemail.
  
  1:47 he called me back but I missed the call dealing w/ hvac technician
  
  1:52 I called ***** back and he said he could only honor $200 off an oil change but he'd look into it and call me back.
  
  2:03 I called ******* to let her know and she said 'no, no,no that is not what we agreed to'. She did apologize over and over and said she would call him and get back to me.
  
  2:23 ***** then called me and said he looked in dealer connect and it says right in there $200 off oil change and $10 off tire rotation. If I paid $1900 for that then he understands why I'm so frustrated.He said I should call criswell back because this is their issuemaybe they entered it into dealer connect wrong.
  
  2:43pm - I left ******* a voicemail that I have yet to use a ***** from this maintenance contract and I've  been back and forth with her and ***** too many times. I just want my money backno pro rationthe full amount.

  3/31

  4:14pm - Called ******* and left a voicemail. She called me ten minutes later and said she is working this matter up the chain at ******* and MOPAR. They honor it at Criswell so she isnt sure why the other dealerships wont honor it in full. She said she would give me a call tomorrow with an update. She siad it would also help if i called ******* and complained. I told her i honestly just don't want it anymore - it wasn't what i purchased and i want my full $1899.00 back. She does keep apologizing but I really want this over with. 

  
  
  

  
  

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10.28.24 Took my 2017 Jeep to Criswell Automotive on Bureau *** in ************ MD. *********** charged a total of $3061.49- performed wrong service, double charged for radio installation, bent a part, which caused all the oil to leak out and numerous other issues. This caused me to pay additional $2282.27 after driving for ***** miles (one month). I have photographs of the oil leaked onto our drive, pictures of part still bent, even though I was charged with straightening it out (this is separate from the bent, broken part which leaked out all the oil).

  Business Response

  Date: 03/03/2025

  To address Ms. ******** issues,
  The requested ******-mile service was performed on the vehicle, The service is listed as a 30k service because that is the milage interval when it should be performed, ****** miles, ****** miles, ****** miles. We will investigate rewriting the verbiage to reduce confusion in the future.
  The fact that the vehicle developed an issue *****miles after we performed the service is unfortunate, but we were unaware of any issues until the arrival of this letter. Had we had the opportunity to address the vehicles issue at that time, the outcome may have been different but, at this time, since no member of Criswells management team was contacted prior to the repairs being performed we feel we bare no responsibility for those repairs.
  We did not replace the radio; we replaced the antenna on the vehicle. The customer was not charged twice. The customer paid for the parts to be ordered on here first visit on 10/28, their receipt clearly states that the customer would be responsible for the labor to install when the part arrived. The labor was charged on the next visit on 11/12.
  When the customer came in on 10/28, they had a complaint about a bent roof rail, we advised the customer at that time that repairing it would require a pipe ****** which we do not have. When the customer returned on 11/12, they again asked us to unbend or cut the bent piece off. We were able to reduce the bend, but it was still obviously bent.
  

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we had a scheduled appointment to repair what was causeing my wifes check engine light to come on. it was on january 20 2025, we had our daughter drive the vehicle to the dealership on the 19th of january because we both had to work on the 20th, while almost to dealership she had taken a picture with her phone to show my wife the condition of the roads since we did get maybe 4 inches of snow that day. so the dealership called my wife on the 20th and told her the vehicle was ready to pick up and the issue was taken care of so my wife did get a ride from my daughter to pick up the jeep grand cherokee she squared up with the dealer on repair cost got back the jeep and noticed a big crack across windsheild so she did go back into dealership and tried to see what had happened and they said of course it was already there or that it was a chip in it before and the bad weather must have made it crack more she explained to them that our daughter had sent us a picture from the jeep the day before there is clearly no cracks or chips on windshield now all of sudden there is a big crack in windshield so the dealer said they would have to pull there cameras and see what really happened and they would get back with us so my wife has been back and forth with them with no resoulution yet. they told her that we should file a claim with our insurance *** since it's usally covered under your policy. well they also have insurance and we feel that they should file a claim under there policy since we both feel that they cracked the windshield in the first place. we have tried to contact them on numerous attempts and seems that there gonna blow us off and attempt to just let this slide on by with no care what so ever and not respond to our calls or emails at all. my wifes name is ***** ********* and her phone # is ************ we both have the pictures on our phones and will gladly send them to you for review. all we want out of this is for them to do the right thing and relace the damage!

  Business Response

  Date: 03/12/2025

  RE: Complaint Id ********; ****** ********* Jr.
  
  To whom it may concern,
  
  The Dofermire Cherokee was dropped off (picture attached) after hours on January 19, 2025.  January 20, 2025, the Cherokee was covered with snow. The snow was cleaned off the Cherokee then driven a very short distance to the service lane (picture attached) to write the repair order.  The technician drove the vehicle from the service lane to the shop.  The technician did not test drive the vehicle after repair as a test was not needed to confirm the repair complete.  The Cherokee was then parked back outside in the below freezing weather. When Mrs. ********* arrived, the Cherokee was started with a remote feature to warm up.  ************* left the dealership only to return moments later stating that her windshield was cracked, and it wasnt cracked at the time of drop-off.   Mrs. ********* parked in front of our service lane garage doors.  The Service Advisor contacted me to assist with customer concern.  As I walked toward the Cherokee from inside the service lane.  The garage door opened (pictures attached) and as I got closer to the vehicle, I immediately saw the stone chip in the middle of the windshield right above the wiper blades. I pointed the stone chip out to Mrs. ********* and informed her that due to extreme temperature fluctuations a stone chip in a windshield can crack due to temperature fluctuation.The Cherokee was never driven out of the parking lot and there was little to no traffic in our parking lot for a stone chip to happen in our care. The temperatures were below freezing while the Cherokee was in our care.

  Customer Answer

  Date: 03/15/2025

  [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: 22941608
  
  I am rejecting this response because:the pictures shown do not tell the real story behind how the vehicle was treated before it entered there shop! it's litterally a joke to explain the responce of this company to come up with such a lame excuse to a issue that is 100% there fault! i will be watching for a responce as to what they come up with next thanks again for nothing because the issue we had with the vehicle still isnt fixed and yet again good luck with us even trying to get that issue resolved!!
  
  
  Regards,
  
  ****** ********* Jr
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding the mishandling of my vehicles recall and engine replacement by Criswell **** (Gaithersburg, MD) and ********. The lack of communication, oversight, and denial of warranty coverage for a known issue has caused significant frustration.Timeline of Events:Nov 28, 2023 (****** miles): Oil change at Criswell ****. I was unaware that an oil consumption test was required.Dec 7, 2023 - Apr 2024: Vehicle not driven for 7 weeks due to surgery. The oil light came on at ****** miles.Apr 19, 2024: Returned to Criswell; informed the oil consumption test was missed, and that an engine replacement might be needed.Aug 12, 2024 (****** miles): The second part of the test was completed; told I was 100 miles over the mileage range for Recall W80. Advised to return after ***** miles.Nov 13, 2024 (****** miles): Vehicle failed oil consumption test. ****** ******* submitted a claim for an engine replacement.Three weeks passed with no updates. On Dec 2, 2024, I learned the engine replacement claim was denied on Nov 14, 2024. I also discovered an internal note stating the powertrain pre-authorization process was no longer required as of Aug 28, 2024. This crucial information was not communicated to me at any time, especially during my August 2024 visit when I was not made aware of this change.The delays, poor communication, and suggestion that I pay for an engine replacement due to a recall are unacceptable. Furthermore, I find it alarming that my safety is at risk due to the failure to address this issue promptly. ****** ******* explained that my car could begin to overheat or smoke, yet no urgency or follow-up has been provided.I request that ******** expedite my engine replacement under the recall at no cost, as well as a thorough investigation into how this issue was mishandled by Criswell **** and ********.

• Initial Complaint

  Date:10/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/20/24 I purchased a new ***** colorado zr2 . My truck was damaged when the dealorship applied cila -jet to my truck. My truck had a paint scratch and a scratch on the front headlight. Criswell had their body shop make repairs to a brand new truck. I was assured that the truck would be repaired properly. The work the body shop did was not correct. The fender is loose because they used old clips, the hood does not sit properly on the headlight. All the work is below standard. I want the vehicle replaced. I will be paying for a truck they damaged. A brand new vehicle that was damaged by criswell.

  Customer Answer

  Date: 11/11/2024

  My truck has not been repaired . I have not received ant response . I called GM they will not take responsibility for the damage 

  Business Response

  Date: 11/16/2024

  Criswell will not replace Ms. ****** vehicle. We will be happy to take a look at the fender as well as the hood alignment to make sure it is within factory specifications.  

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 2 2023 I brought my car into Criswell to diagnose a big oil leak. Their diagnosis was wrong. I paid $229.73 for a wrong diagnosis. They said NO leak at the oil pan. They said the leak was at the valve cover. They quoted a repair. I thought this was too high so I brought car to A Plus automtive who said Criswell was wrong. The valve cover leaked slightly only minor drips. The big leak was the oil pan.When ********** did an oil change, they insatlled the oil plug incorrectly, causing damage to the oil pan and therefore, causing the big leak. ********** paid to repalce the oil pan and the car has not leaked since Therefore, Criswell was wrong and I paid for an incorrect diagnosis.The service manager said they would not do a refund. I left several voicemail and emails for ***** Criswell IV and never received a return call.Please help me get this resolved. I would want a refund or sertvice coupons for future service. My number is ************ Thank you

  Business Response

  Date: 07/23/2024

  Customer paid for us to diagnose a concern that originated from **********. 

  Paid for us to diagnose the concern and declined to repair and chose to take somewhere else to repair.

  By his own admission he agreed that the valve cover gasket was leaking.

   

  Customer Answer

  Date: 07/26/2024

  [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: 21974578
  
  I am rejecting this response because:  they ignored completely that the real issue of the large leak was the oil pan not the valve cover. They went so far to say in their diagnosis that the oil pan was not leaking. Firstly the picture shows it was and secondly when repaired the big leak stopped and lastly their quote was for the valve cover not oil pan so even if they fixed the valve cover the oil pan would still be leaking the big leak.  The didnt mention that at all in their response. I am allowing them to fix before I take other action
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my 2019 Honda Odyssey for total of 2 Honda recalls on 05/25/24, prior arriving to the dealership, the passenger side of window was able to go upon and down without any issue. After recalls are done, on the way home, noticed all lights and brightness of central consoles are reset, and the passenger side of window is no longer working. Took the car back later to the dealership and request the issue to be addressed, and also mentioned the window was working by rolling it down to talk to my my neighbor in the morning right before arriving the dealership. By end of day, was told nothing wrong with window, but they had to reset the electronic circuit board and made me to pay $99.21 of diagnostic fee. I told them if the window did not work, I'd use my Honda 8-year extend warranty to fix it right away and i am pretty sure it's related to recall services.

  Business Response

  Date: 06/24/2024

  We are going to refund the customer there money back.

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Honda Ridgeline August 18 2023. Declined Cilijet, Extended Warrantee and ************ contract, that was added to financial agreement originally, but declined shortly after. **** Finance agreed to have these items removed from finance contract, that it would *********** weeks to 2 months. Update to Honda financial agreement did not happen. Spoke with ***** the manager on 9/15, also gave "his word" that it will be "taken care of". Made numerous phone calls to both **** and ***** that were not returned. Went to dealership on 1/12/24 to speak directly with them, were told they were not in. *****, was the manager onsite, gave us a paper with ***************'s email address, instructed us to send email, directly from our personal email, that ***** would handle. ***** spoke with ****, who admitted to the arrangement, but did not explain why it was not completed. ***************'s response "I checked with our Finance Director **** on this. Since no prior document was received on this, the best we can do is to pro-rate the Service Contract and ************ cancellation as far back as the respective admin allows. Accounting will process a refund check back to the lender for these.Since its been more than 90 days and no time stamped item was provided, there is no recoverable credit for the Cilajet.I let him know this was unacceptable and expect full satisfaction. No response. We are paying interest on the loan for these items, that we may need to recover through litigation. This is very disappointing.

  Business Response

  Date: 02/17/2024

  This issue has been resolved with the customer. They got a full refund.

  Customer Answer

  Date: 02/23/2024

  [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,
  
  *************************