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Criswell (MD) and the Better Business Bureau
Folks:
I was a bit disappointed to find out that Criswell Lotus in Maryland has an "unsatisfactory" rating with the local Better Business Bureau. Here's what the online report says:
"BBB Customer Experience Record
Based on Bureau files, this company has an unsatisfactory record with the BBB due to unanswered and unresolved complaints. Although the company has resolved most complaints presented by the Bureau, some remain unanswered and unresolved. The company responded to complaints with an explanation of the matter stating their position and the appropriate action they have and/or would take.
Customer Complaint Information
Complaints against this business concern guarantee or warranty issues, product quality, refund practices, repair issues, selling practices and service issues."
And a friend just got thru telling me some personal horror stories from people she knows.
This is disconcerting, to say the least. The next nearest Lotus dealer for service is another 250 miles away.
And I think we all need to be realistic -- if we have a problem, Lotus USA would probably have little influence over any dealership, given their small size. Criswell, for example, sells Chevrolets, Hondas, Kias, Hummers, and (IIRC) Lambos. Lotus is just a drop in the bucket to them.
Having said that, I do know that the customer is NOT always right, and there may be good reason for Criswell's refusal to resolve all the complaints. Keeping my fingers crossed.
If you want to check the Better Business Bureau report for your own dealer, go to http://lookup.bbb.org/ , find your local BBB, then find a link to something called "Consumer Services: Obtain a Report", or somesuch. Hope you have happier results.
I was a bit disappointed to find out that Criswell Lotus in Maryland has an "unsatisfactory" rating with the local Better Business Bureau. Here's what the online report says:
"BBB Customer Experience Record
Based on Bureau files, this company has an unsatisfactory record with the BBB due to unanswered and unresolved complaints. Although the company has resolved most complaints presented by the Bureau, some remain unanswered and unresolved. The company responded to complaints with an explanation of the matter stating their position and the appropriate action they have and/or would take.
Customer Complaint Information
Complaints against this business concern guarantee or warranty issues, product quality, refund practices, repair issues, selling practices and service issues."
And a friend just got thru telling me some personal horror stories from people she knows.
This is disconcerting, to say the least. The next nearest Lotus dealer for service is another 250 miles away.
And I think we all need to be realistic -- if we have a problem, Lotus USA would probably have little influence over any dealership, given their small size. Criswell, for example, sells Chevrolets, Hondas, Kias, Hummers, and (IIRC) Lambos. Lotus is just a drop in the bucket to them.
Having said that, I do know that the customer is NOT always right, and there may be good reason for Criswell's refusal to resolve all the complaints. Keeping my fingers crossed.
If you want to check the Better Business Bureau report for your own dealer, go to http://lookup.bbb.org/ , find your local BBB, then find a link to something called "Consumer Services: Obtain a Report", or somesuch. Hope you have happier results.
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I really hope that Criswell is on the up and up, and along those lines, the report cited above was for "Criswell Automotive". Criswell is actually several dealers "joined" by a common name (and I assume, owner). I believe that the Lotus, Lambo, Hummer, and Corvette branch of Criswell's is actually "Criswell Performance Imports, llc", and the BBB report for that dealer is:
BBB Customer Experience Record
Based on BBB files, this company has a satisfactory record with the Bureau. One complaint has been processed by the Bureau in its three-year reporting period. The complaint was resolved.
To have a "Satisfactory Record" with the Bureau, a company must be in business for at least 12 months, properly and promptly address matters referred to it by the Bureau, and be free from an unusual volume or pattern of complaints and law enforcement action involving its marketplace conduct. In addition, the Bureau must have a clear understanding of the company's business and no concerns about its industry.
I hope the complaints on the other "dealer" is typical nit picking on the Kias, and Chevy Celebrity, etc., and not indicative of the "Lotus experience"...
Tim Mullen
BBB Customer Experience Record
Based on BBB files, this company has a satisfactory record with the Bureau. One complaint has been processed by the Bureau in its three-year reporting period. The complaint was resolved.
To have a "Satisfactory Record" with the Bureau, a company must be in business for at least 12 months, properly and promptly address matters referred to it by the Bureau, and be free from an unusual volume or pattern of complaints and law enforcement action involving its marketplace conduct. In addition, the Bureau must have a clear understanding of the company's business and no concerns about its industry.
I hope the complaints on the other "dealer" is typical nit picking on the Kias, and Chevy Celebrity, etc., and not indicative of the "Lotus experience"...
Tim Mullen
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Remember that dealerships have to deal with some real nit picking arseholes and sometimes people will complain about things that clearly are their fault but the dealership has to "deal" with them.
So, if your dealer has a complaint against them I wouldnt worry too much. If your dealer has an unresolved complaint, then yeah, I would be a little hesitant.
LOA has a good track record, one complaint in 36 months and it was resolved. No complaints in the past year at all. And thats saying a lot for a high dollar dealership. IMHO high dollar buyers are the biggest complainers of all. Additionally Ive been treated VERY well by them.
http://www.atlanta.bbb.org/commonreport.html?bureau=atlanta&compid=6838&code=9B
So, if your dealer has a complaint against them I wouldnt worry too much. If your dealer has an unresolved complaint, then yeah, I would be a little hesitant.
LOA has a good track record, one complaint in 36 months and it was resolved. No complaints in the past year at all. And thats saying a lot for a high dollar dealership. IMHO high dollar buyers are the biggest complainers of all. Additionally Ive been treated VERY well by them.
http://www.atlanta.bbb.org/commonreport.html?bureau=atlanta&compid=6838&code=9B
I also do not believe there are close ties between the different Criswell dealerships - I asked Tom if I could coordinate service through a closer Criswell dealership and he told me that they are alike in name only. Apparently related, but not in business.
Steve
Steve
Thanks. That makes me feel better! Having dealt customer service, I do know that customers can be a pain, and some simply can't be satisfied. My limited experience with Criswell has been good. When I went to buy an Elan in the early 90's, I had a deposit down on the car for a while. The car was substantially delayed, and I ended up buying something else in the interim. Criswell gave me a refund of my deposit without question. So I'm optomistic.
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293 Posts
BBB of Washington DC & Eastern PA: BBB Reliability Report, there are still 6 unresolved cases according to the website. I was wondering if anyone can comment on the service here.
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This may be the mother of all thread resurrections.
I've had a total of 6 Lotus serviced in one way or another by Criswell, having bought two from them.
They're not particularly bad, nor good either. I don't get the sense that they are Lotus enthusiasts, as with some other dealers. Some folks have had some dodgey experience with them, but I've never had an actual complaint on their service. They have recently seriously jacked up some prices, I'm assuming because they're not making any money selling the cars.
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haha sorry guys, I got caught up reading, but it's current information. I just wanted to get some feedback from folks who have had their car serviced.
Demonized, you may be right, but I wanted to see if there was any credence to the ratings by asking LTers.
Demonized, you may be right, but I wanted to see if there was any credence to the ratings by asking LTers.
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1,897 Posts
Coming froma person that runs there own dealership.
BBB is not a good way of rating a dealership.
Just in my local town. The 3 best dealerships have a rating of "F"
Because of not responding to some of the non-sense people want to waste your time with. And the worst out of the group has "A".
You wouldnt believe some of the bologne complaints that we get called about from the BBB. Than the BBB wants you to take 30 minutes to type out a report to fax back over to them. Its not worth the time.
BBB is not a good way of rating a dealership.
Just in my local town. The 3 best dealerships have a rating of "F"
Because of not responding to some of the non-sense people want to waste your time with. And the worst out of the group has "A".
You wouldnt believe some of the bologne complaints that we get called about from the BBB. Than the BBB wants you to take 30 minutes to type out a report to fax back over to them. Its not worth the time.
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lol, least he searched.
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772 Posts
I've had my Exige in there to service (routine - 1st 1kmile dealer check-up then as well the 5k follow-up) twice. Marty, who runs the service desk I found to be very fair, responsive and attentive. Yes, they also service Hummers and Chevy's (including panel vans :crazyeyes), but I also found them to be very knowledgable & considerate of their handling of my car.
If you are looking for boutique / fellow-enthusiast service, even though they are a ride (from DC/MD) I would reccomend Sports & Specialist up in Princeton, NJ.
My more regular "local" (to me anyway) maintaining mechanic / shop - who I would also HIGHLY reccomend, is Master Tech (they are Jag/Porsche/Audi factory cert specialists, but also true "enthusiasts") in Eldersburg (Liberty Road/Rte 26) MD.
FWIW.
Cheers,
-Grant
If you are looking for boutique / fellow-enthusiast service, even though they are a ride (from DC/MD) I would reccomend Sports & Specialist up in Princeton, NJ.
My more regular "local" (to me anyway) maintaining mechanic / shop - who I would also HIGHLY reccomend, is Master Tech (they are Jag/Porsche/Audi factory cert specialists, but also true "enthusiasts") in Eldersburg (Liberty Road/Rte 26) MD.
FWIW.
Cheers,
-Grant
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Ace10 would be proud. If he still lurked, that is.
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