ComplaintsforSafford Chrysler Jeep Dodge Of Warrenton

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2022 brand new Chrysler Pacifica and the *** player isnt working. We were told that they will be fixing it and until today (4 months later) it still hasnt been fixed despite multiple attempts. We also purchased the maximum care and the maintenance care service contract and was told that this $7,500 cost will cover all maintenance costs as well extend the vehicle warranty past its manufacturer warranty. We received an email that our 4 month scheduled maintenance is due and when we called to set up an appointment, the service manager informed us that we have to pay a portion of the maintenance because not all maintenance cost is covered by what we purchased. This is not what the finance and the sales representative told us. Both told us that we are purchasing the all inclusive maintenance that will cover all maintenance cost up to ***** miles. This was not accurate and they should be held accountable.

  

  Business response

  12/28/2022

  ****,

   

  We have called many times and have left several messages trying to get in touch with this customer and get the issues resolved.  If you get in touch with them please have them call us to get this resolved.  Please have them ask for ********************* or *********************** (Service Manager) at *************.

   

  Thank you,

  *********************

   

• Initial Complaint

  04/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought a 2018 Jeep Wrangler on April 9, 2022, and as part of the negotiation they agreed to give us a "great deal" on installing a trailer hitch. Before signing, I noticed and clarified the paperwork simply said trailer hitch and brought it up to the dealership representative to assure it was an entire hitch with a wiring harness. Two days after the purchase they informed us the parts department misquoted the parts and nearly doubled the price. I informed them they agreed to this as part of the deal and they had given it to me in writing. They refused to honor their own quote. They even offered to refund me the "great price" I paid for the hitch as part of the purchase. It became clear they only cared about a sale of the vehicle and were not bothered about refunding me $*** for a trailer hitch (already charged) because it apparently wasn't profitable for them. My impression was they said what they needed to for us to purchase the vehicle and then walked back their promises after we signed the final documents. Final note- A manager told me they knew about the mis-quote prior to our sale but they never informed us; we were told the parts department had left for the day when I verified the sale terms with the dealer representative. Next, we purchased a wheel/tire protection & comprehensive (bumper-to-bumper) protection plan. The wheel/tire was "48 months unlimited miles" and the comprehensive plan was "84 months, 100,000 miles." The plans were on a single document and listed an "in-service" date of the purchase date. Two days after the sale they informed us the wheel/tire plan was 48 months from the date of purchase and the comprehensive plan was 84 months from the DATE THE TITLE WAS ISSUED in 2019. That meant ****% of the warrant was already used up. They refused to refund a prorated amount or honor the in-service date listed on their paperwork (so we got the 7 years we paid for). We were told to call Jeep for a refund. Again, whatever to sell.

  

  Business response

  04/26/2022

  Safford of Warrenton has had the opportunity to sit with and speak to our client.  After discussing the issues that were addressed in the complaint, we have resolved all of the matters that were brought to our attention successfully.  Mr. and Mrs. ****** are completely satisfied and have been given a direct point of contact here at our location to facilitate any and all matters now and in the future.

  Respectfully,
  Kevin M****
  
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had brought my 2018 RAM 3500 into Safford of Warrenton for an oil change and tire rotation on June 18, 2021. I brought the truck home and walked past the front of it and noticed that the tech left a rag hanging from the chassis and oil spilled all over the arm on the drive link. I did not think much of it but texted and emailed them about the experience and heard nothing. I took this truck to Lindsay CJDR in Manassas today and was told that 31 of the 32 lug nuts were overtightened and difficult to get off or back on. I declined the replacement from them since I know the only time this truck had 31 of the 32 lug nuts removed was at Safford. I stopped by to discuss this with the Service Manager Oscar and he wants to blame a place that I had the truck State Inspection done, which I have NEVER had a problem with *** ***** ********. This is the first time having my tires rotated at Safford in June and for RCS the would only take off 16 lugs if they check the 2 tires not almost all of them. The Service Manager at Safford wants to blame RCS and I know they would not do this to me. I know Safford is horrible anymore and I won't go back there in the future. I want them to replace the lugs at their expense since they had a challenged individual leaving a rag under the engine for me to drive home with.

  

  Business response

  03/18/2022

  My name is ***** *****, I am the new   Service Director for Safford of  Warrenton . Until this day, I had never met or talked to MR. ******. Yes, Mr. ****** came in to our Dealership on said date to discuss a lug nut issue that another dealer had found to be damaged with his truck. As we walked outside to inspect his vehicle, he became very adamant and boisterous, telling me that we were going to pay for and repair the damage presumably caused by us back in June of 2021.While we were outside in the parking lot inspecting his truck, I noticed that a VA State Inspection had been performed in July of 2021 . Once we got back to my office, while in the process of pulling up his records, I asked him where he got his VA State Inspection performed. I told him the reason I was asking is because usually state inspectors, depending on the vehicle , pull one front tire and one rear tire to inspect brakes and, if this was done, why did they not notice that the lug nuts were damaged. This simple question was answered by him screaming profanities at me in front of customers and other employees ( i.e. telling me I was a worthless" blank, blank" just like my "blank" predecessor.) as he was walking out the door. I did not have an opportunity to say another word.

  I never said at any point that we would or would not take responsibility for the issue with his truck.

  I am open to talks with MR. ****** if he wishes to address his situation, so long as he is not verbally abusive with me or our employees.     

  
  

  Thank You 

  ***** *****

  Service Director

  Safford of Warrenton

   

  Customer response

  03/18/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I did not become use vulgar language when ***** asked me about where I took my vehicle for inspection.  He wanted to pass the blame onto the people that inspected the truck , then proceeded to state that they have to remove 2 wheels when they check the brakes, well the order showed 31 of the 32 wheel nuts were bad.. That would be 8 per wheel so therefore it would have only been 16 lug nuts.  Which was not the case since ******* and Safford were the only 2 dealerships that have taken all 4 wheels off, and RCS Fleet Services did the inspection.  I did not see ANY customers in the service bays but I can assure you I will never return to this dealership for Anything, the picture of the rag hanging was taken when I returned home from the Dealership in June.  Horrible customer service at this place and no wonder there were not very many people there for their service.  Jim was not a good Service Manager and Oscar is not much better.  This place has really gone down hill since 2011.
  
  Regards,
  ******* ******
  
  
  
  
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Safford Chrysler **** of Warrenton Virginia, failed to properly service my vehicle resulting in a major oil leak and the total destruction of my engine. The Safford service department had full knowledge of their failure but tried to hide the problem rather than fix it. The problem was created by Safford, hidden by Safford and now Safford will not communicate with me for resolution. The Service Manager at **** ******** **** of ******** ***** has determined that the damage to my vehicle was created by Safford. However, **** **** is unable to effect a solution because Kevin M****, General Manager of Safford will not return their calls. My vehicle was purchased new at Safford in 2010 along with a lifetime bumper to bumper warrantee that Safford **** of Warrenton continually refuses to honor. I have attempted to escalate this issue with Mopar Corporate and Jim M*******, the CEO of ****. No one will help me. they have had my vehicle for over a month with no, no progress of any kind. In a phone call last week with Mr. M**** he refused to acknowledge or except responsibility the damage. Safford is refusing to support the Mopar warrantee. Safford is not working with me in good faith.

  

  Business response

  02/24/2022

  After speaking to Mr. M**** on the 23rd of February. He stated that he talk to the consumer and to the ******** ***** Dealership and that the car was still cover by Chrysler service contract. He also stated that if the dealership in ******** *****  was unable to fix the car. He would be willing to fix the vehicle.

   

   

   

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 2020 Dodge Challenger in July 2020 with 3 miles on the odometer and on December 8, 2021 the engine blew up at 5,000 miles. I called called Safford Dodge of Warrenton as the car was under warranty and they said to call Chrysler to have the car towed back. After this was unsuccessful, I called fosters towing of warrenton and had them tow the car to Safford. On December 10, 2021 I received a call from Lou the car manager and he said Safford would give me a like car to come in and it would be no cost to exchange the car. My wife and I went in on December 10, 2021 and met with the manager on duty named Drew and the salesman named Bill. The car was made ready and we drove it around the block. Unfortunately, they wanted me to pay them $** k more to swap the car and I said no way. Was a bait and switch. So on Monday I called Lou at Safford and he said they ordered the replacement engine and the car would be good as new. So here we are now on January 13, 2022 and Oscar called from Safford today and said Chrysler denied my warranty claim even though the car only has 5,000 miles. My warranty is a 36 month 36,000 mile factory warranty and I even purchased the extended warranty on the car from Chrysler. So I’m at wits end and they said it will cost me $****** to get the car fixed since the warranty claim was denied. I need help as I’m frustrated and really don’t have that much money that’s why I have a factory warranty on the new car with 5,000 miles on it. Please help me!!

  

  Business response

  01/24/2022

  After receiving Mr. ************ Challenger and diagnosing an internal engine failure we sent the claim in to Dodge for approval.  They messaged us back and asked for several pictures and copies of oil change receipts.  We reached out to Mr. ********** as we had no record of any oil changes over the last year and a half of ownership.  Mr. ********** told us that he had never had the oil changed so Dodge denied the claim.  We went back to Dodge and asked for help on the nearly $****** claim at Dodge's internal warranty rate but the claim was still denied because the oil had never been changed.  The maintenance schedule on this engine requires an oil change every six months or 6000 miles.  I have included a screenshot of the maintenance schedule as the one provided in the original complaint didn't have the notes attached.  After being turned down for lack of maintenance we went to Dodge's district manager and requested assistance because even though it had been almost three times the oil change interval there was only 5,168 miles on the car.  The district manager was able to secure us $***** of good will assistance from Dodge.  We then went to work to see what the dealership could do to help out.  Even though this repair is mostly parts, we with the $**** help from Dodge were able to get the repair down to $***** total.  We have spoke with Mr. ********** and has already approved the work and we will complete as soon as all the parts are here.  While I hate to see large repairs on a car with very low miles I think we have the best outcome possible given the circumstances.  

  If there are any further questions or concerns please let me know.

  Thanks,

  Kevin M****

• Initial Complaint

  06/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased used 2012 RAM 3500 VIN ***************** on 08/03/2020. One owner vehicle with evidence of proper maintenance by owner on CarFax Report. Understood there were two minor accidents/damage to vehicle. 04/27.2020 vehicle passed safety inspection and traded in to dealer. 08/03/202, Vehicle failed inspection. Dealer was vague and said it was minor, e.g., windshield wipers, etc. Turned out to be right front wheel bearing. Dealer reimbursed. February, 2021, differential leak. *** ****** of Prince Frederick, MD advised rusted gears in differential due to suspected salt water immersion and vehicle sitting. $****. May 26, 2021, took vehicle for new front tires due to cupping. *** ****** advised U-Joints severely rusted due to suspected immersion in salt water and vehicle sitting. Upper and lower ball joints compromised as well. $******** It is apparent this vehicle was driven in salt water (probably the beach) during the time this dealer had it. Want repair refund.

  

  Business response

  06/16/2021

  On August 3, 2020, Mr. ***** purchased a 2012 Ram 3500 with 126,874 miles on it.  It was made clear to Mr. ***** that the truck was being sold as is with no warranty and that it had failed Virginia's state inspection.  The truck had a failed inspection sticker on the windshield.  After taking the truck home to Maryland and having a Maryland inspection done it not surprisingly needed some work to pass.  After being contacted with a request for extra help, we made a one-time gesture of goodwill and reimbursed $****** to help the truck pass Maryland's inspection.  As to the claims of us driving the truck on the beach,  we traded in the truck on July 29, 2020, with 126,856 miles on it.  We had the truck for five days and put a total of eighteen miles on it including the technician's road test for checkout and inspection and any miles from test drives. I can assure you that we did not take the truck to the beach.   While we are sorry to hear that the ****** are having issues with the truck, we feel that we have done more than agreed to at time of delivery and have no further obligation at this time. 

  
  I am including a copy of the signed buyers order stating that the truck was being sold as is and a copy of the buyer’s guide stating the same.  If you require any additional information, please let us know.

  
  Thanks,
  ***** *****
  General Manager
  ************
  
  

  Customer response

  06/17/2021

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  ******* *****
  
  
  
  

*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. ↩