Safford Chrysler Jeep Dodge Of Fredericksburg

THE VEHICLE HAS HAD PAST CHECK ENGINE LIGHT CONCERNS WITH THE CHECK ENGNIEN LIGHT COMING ON. EVERY TIME THAT THE CUSTOMER HAS BROUGHT THE VEHICLE IN FOR REPAIRS IT IS A DIFFERENT CODE, SOME HAVE BEEN RESOLVED BY UPDATING SOFTWARE, ONCE BY CHANGING THE OIL, ONCE BY CHANGING THE
TRANSMISSION FLUID. ON THE LAST VISIT THEY WERE HERE WE WERE UNABLE TO DUPLICATE THERE CONDITION. IF THE PROBLEM PERSISTS PLEASE STOP IN WHEN THE VEHICLE IS EXPERIENCING THE PROBLEM AND SEE ME AND I WILL GET THE VEHILCE RIGHT IN. THE DEALERSHIP HAS DONE EVERYTHING WE CAN TO ADDRESS WHATEVER CONCERNS THE CUSTOMER HAS BUT THIS IS NOT AN EXTREME CASE OF HAVING A PROBLEM VEHICLE. IF ANYBODY HAS ANY FURTHER QUESTIONS FOR ME PLEASE FEEL FREE TO CONTACT METHANK YOU
*** ***

Mr*** brought his vehicle to us on 2/28/for an oil leak. We found that the oil pan was leaking and needed resealed. The repair was performed. Then apparently the vehicle started to leak oil after a few months and Mr*** took his vehicle to *** Brothers
of Ashland and they performed repairs to the oil pan on 7-and on 7-26, separate repairs. Then Mr*** brought the vehicle back to us on 9-for an oil leak again. Technician found imperfections on the cylinder block casting where the oil pan meets to the block. Technician tried to clean the imperfections with an emory cloth and replaced the oil pan. We road tested and found no leaks after repairs. Then on 11-Mr*** returned to us with an oil leak again, we got *** involved and took pictures of the oil pan area where the imperfections were and *** authorized a long block engine. The repairs were made and road tested vehicle, no further problems found. Mr*** came to pick up vehicle and he found an axle boot leaking, so we replaced the boot for him. Then on 12-17, Mr*** called and stated the transmission would not stay in 5th gear, so technician removed and found shift fork worn and needed to be replaced and also found power transfer unit leaking, technician replaced the shift fork and the power transfer to resolve issues. Our service manager verified repairs and road tested himself and dealer delivered vehicle to the customer on 1-2-16. *** has been involved with repairs and also Mr*** has been in contact with them, *** refused to buy the vehicle back and told Mr*** to have the repairs performed. Our dealership has gone out of our way to try to make this as less painful for the customer by picking up his vehicle and delivering it back to him when repairs have been completed. Any further questions please feel free to contact me. thank you*** ***

Revdex.com:
I had absolutely no knowledge that *** had not paid for this vehicle or resolved this issue This complaint would never have been initiated had I known about any of the deception from her
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***

CASE # *** Safford Dodge Chrysler Jeep has made several attempts at reaching Mr*** to resolve is
"">his issueslf Mr*** would like to have the covers replaced, please have him contact me personally and l will make sure his lssue is resolvedI believe that we can address or answer any questions that the customer may have. Thank you *** ***

CASE # *** Safford Dodge Chrysler Jeep has made several attempts at reaching Mr*** to resolve is his issueslf Mr*** would like to have the covers replaced, please have him contact me personally and l will make sure his lssue is resolvedI believe
that we can address or answer any questions that the customer may have. Thank you *** ***

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Mr*** brought his vehicle to us on 2/28/for an oil leak. We found that the oil pan was leaking and needed resealed. The repair was performed. Then apparently the vehicle started to leak oil after a few months and Mr*** took his vehicle to ***
Brothers of Ashland and they performed repairs to the oil pan on 7-and on 7-26, separate repairs. Then Mr*** brought the vehicle back to us on 9-for an oil leak again. Technician found imperfections on the cylinder block casting where the oil pan meets to the block. Technician tried to clean the imperfections with an emory cloth and replaced the oil pan. We road tested and found no leaks after repairs. Then on 11-Mr*** returned to us with an oil leak again, we got *** involved and took pictures of the oil pan area where the imperfections were and *** authorized a long block engine. The repairs were made and road tested vehicle, no further problems found. Mr*** came to pick up vehicle and he found an axle boot leaking, so we replaced the boot for him. Then on 12-17, Mr*** called and stated the transmission would not stay in 5th gear, so technician removed and found shift fork worn and needed to be replaced and also found power transfer unit leaking, technician replaced the shift fork and the power transfer to resolve issues. Our service manager verified repairs and road tested himself and dealer delivered vehicle to the customer on 1-2-16. *** has been involved with repairs and also Mr*** has been in contact with them, *** refused to buy the vehicle back and told Mr*** to have the repairs performed. Our dealership has gone out of our way to try to make this as less painful for the customer by picking up his vehicle and delivering it back to him when repairs have been completed. Any further questions please feel free to contact me.
thank you
*** ***

Revdex.com:
I had absolutely no knowledge that [redacted] had not paid for this vehicle or resolved this issue.  This complaint would never have been initiated had I known about any of the deception from her.
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted]
Regards,
[redacted]

"">June
To Whom It May Concern:
I am writing in response to complaint # [redacted], customer [redacted]
As per the coupon that we send to our customers, I have mailed [redacted] 250.00 towards her purchased vehicle, which is over and above the [redacted] value,
which is what our coupon states we will offer ($-$2500.)
Safford Chrysler Jeep Dodge of Fredericksburg does not promise our customers, in the coupon, that we would pay off their vehicle, so I am unable to pay off
[redacted] vehicle
If you have any further questions, you may contact me
Sincerely,
[redacted]
Chrysler Jeep Dodge of Fredericksburg

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This should have been done before putting the truck for sale.  Apparently the left hand and right hand do not work together.  I do not find it fair that I was mislead by the liaison that the vehicle was onsite and ready to be checked out.
Regards,[redacted]

The work we performed here at this store was completed [redacted], the bolts [redacted] is referring to are to the oil pan. [redacted] told us that he has had 4-5 oli changes and 25000 milles since our work was completed. Also of note if the bolts left here that loose there would have...

been an oil leak well before it was discovered. the reason  [redacted]s' vehicle is in the shop now has nothing to do with the engine, (sensor external to the engine and the work performed here). The reason we asked [redacted] to call [redacted] was to see if there was any good will they would provide towards this repair or the rental vehicle he is requesting. Therefore we cannot authorize a complerte tear down of the engine when there isn't any indication that there is an issue with the engine. This is a completely different issue that is a normal wear and tear part that is externally located.I have also called the dealership in Ann Arbor Mi. to discuss, I have not received a return call. Copies of repair orders available upon request.... [redacted]

February 26, 2018  In regard to case number [redacted], I spoke with Mr. [redacted] earlier this week, and a new contract was mailed out to him. This will adjust the taxes on the contract along with the title, license and registration fees. Please let me know if I can answer any other questions....

Sincerely yours, Jim B[redacted] Vice President Safford Automotive Group

Hi,Per our phone conversation earlier today, attached is a pdf of the Safford invoice.  On page one, you will see the overcharge that he admitted to on the top line...$[redacted].Then you will see other charges broken out, including two identical charges for antifreeze and a radiator flush that was not needed or asked for.On the second page you will see the total - over $[redacted] for hose replacement.Please let me know if you need any more information.Thanks,[redacted]
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reply from the dealership is both inaccurate and inadequate.  This vehicle has had the same problem at every visit, it stalls out randomly.  Despite what code it gives it still stalls and to say that they are treating the symptoms is irrelevant because the vehicle is still stalling out.  Like any good doctor one uses the symptoms to diagnose the problem and then treat the illness itself.  Safford continues to treat the symptoms and wants to overlook the illness.  The information provided in the reply is incomplete and inaccurate.  The transmission fluid was never changed out, the transmission control unit was re-flashed.  However, this is also irrelevant as it still does not address the issue at heart, this vehicle stalls.  The most recent time leaving it in front of oncoming traffic.  I have visited the dealership 7 times for the same problem now and each time the service department has told me to go and see if it comes back with no real solutions provided.  Even one of the technicians mentioned that they were just guessing.  If a vehicle stalling in traffic and intersections is not a problem than I am not sure what a problematic vehicle is.  As I said before I am military and I will be moving soon.  When I do there will definitely be no possible way to get the dealership to resolve the issue.I am [redacted] an in-depth record of all of my dealings with Safford and their service department.  I find it appalling that this is how Safford treats their loyal customers and their military veterans.
Regards,
[redacted]

[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.] I do except there offer and it will resolve issue.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted].
Regards,
[redacted]

Mr. [redacted] was brought into our dealership for smoking and leaking fluid.  Customer was quoted [redacted] diag fee on initial write up.  Technician found leaking hose and we pressure tested system to verify that there was no other damage, such as a radiator or head gasket due to...

overheating.  The service advisor reviewed our quote which included replacing the leaking hose and we recommended a coolant flush because the vehicle had 97,000 miles. Customer approved all repairs and approved the quote.  We repaired the vehicle and the customer paid the invoice.  Our feeling is that if the customer had any concerns over charges they could of refused the repairs or complained before repairing the vehicle.  If there are any further questions please contact me.thank you [redacted]

We have issues with various out of state tag work, we are in a Military area. tag work is a state by state quagmire, many times varies even within that particular state. Such as in this case, our computer system is set by state, in [redacted] a credit is given for the trade amount reducing the...

taxable total. In this case however the trade was not registered in [redacted] previously, it was registered in [redacted] which changes the credit, ( we were unaware of that). However in an e mail to us [redacted] explained that being that she was registering a car for the first time in [redacted] she would receive a full credit of 5 % of the taxable total. We as a dealer could not apply for that credit nor did we know that this was [redacted] first registration within the state.I do agree there should have been better communication between us and [redacted] during the registration process and after we received her tags. Therefore I would accept [redacted] offer of a refund of [redacted]. I hope that will bring the matter to a close. [redacted] tags were sent out today via [redacted] and a tracking number was provided. I will also send a check for the agreed upon amount with [redacted] acceptance. Thank you,Kevin R[redacted]GM Safford CJDR                                 �...⇄ Tell us why here...

We are in receipt of the complaint dated 01-13-2016. We have never received payment for the vehicle transaction dated 09-30-2015, After waiting 2 months and receiving several emails stating that the funds were lost, not deposited, sent certified, Certified letter returned to [redacted] empty, [redacted]...

agreed to finance the vehicle, however we could not provide financing. The vehicle that was traded in, was in fact not [redacted] or [redacted] to trade, it belongs to [redacted] who did not have any knowledge the vehicle was being traded. Also of note; the trade in was traded with the promise of a clear title free of all liens , the trade had a balance with [redacted] bank of approximately [redacted].00 +/-.  I hope this brings this matter to a close, if needed I will provide all the e mails dating.10-30-2015 thru 12-16-2015, that clearly state payment was not paid, also state that funds were never available in her account. Lastly we never had any contact with [redacted] 's or [redacted] Financial institution, and vehemently deny any such accusations that statements were made to such institutions as described above. Respectfully,[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please read the 7-23-15 service ticket from [redacted] Brothers prepared by [redacted] my service advisor. His first question to me when I came to pick the car up was who changed the gasket/pan last because they scored my block. I explained that Safford was the only other people who had worked on the car. I asked if he would make note of that in the ticket which he did. I asked if this would cause problems in the future and he assured me that the Permatex would seal the gouge marks.  If my block was damaged when Safford initially did the job shouldn’t they have reported that information to me?  Concerning Safford making this as less painful as possible for me; I was not “offered” delivery or a rental car until after my fourth trip when I couldn’t drive the car off the lot because it was leaking fluid on the ground after it had been repaired.  I called when I got home and spoke with general manager Kevin R[redacted].  I explained to him how the car keeps coming back to me more damaged than when I dropped it off.  After lodging that complaint [redacted] then offered me a rental or delivery.  They have delivered the vehicle twice.  Upon the initial delivery the car was visibly dripping transmission fluid onto the asphalt and it needed to be towed back to the dealership because it was unsafe to drive.  The car popped out of fifth gear within the first ten miles of driving.  I don’t understand how you leave a customer with something like that.  The second delivery, the car was parked in the wrong spot which could have resulted in the vehicle being towed, the doors were unlocked and the key was left sitting visible in the driver’s seat.  I continue to work with [redacted] for an acceptable resolution.  After reading [redacted] response it appears the dealership accepts no responsibility for damaging the vehicle during repairs.  Am I supposed to believe that each new problem was unique and not at all related to the previous work Safford’s mechanics had performed?  If that is the truth then it appears I have been sold a lemon of a car and [redacted] needs to rectify the situation.  Seven trips to the shop, a new engine and rebuilt transmission by twenty thousand miles does not sound like the product is performing as it was intended to do.  Safford’s service center has no attention to detail amongst many other failures.  Missing fasteners, oily rags left in the engine compartment, leaving doors unlocked with key on the seat, not reviewing the work done, staining the upholstery and returning the vehicle in disrepair are just a few of things I have dealt with over the last nine months.  It would be beneficial for their customers if an escalation process was set-up.  It’s very disappointing when you have to call the store’s general manager or email [redacted] executives because no one is addressing reoccurring problems. 
Regards,
[redacted]

Dealer is involved with vehicle to resolve customer's issues.  Vehicle has been back for several different reasons.  Dealer is in process of resolving customer's latest issue.  Dealer can not or will not replace the customers vehicle with a new vehicle.  If customer is unhappy...

with her current vehicle, she should explore her rights under the Lemon Law legislation.  If there is any thing I can help with in the future, please contact me.thank you[redacted]