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 ME.THANK YOU [redacted]

The repair required on the vehicle was not a covered item by the 3 month or [redacted] mile powertrain warranty the vehicle came with. Nor was it covered by the Extended Service Agreement the customer purchased, the purchased warranty also has coverage on the powertrain only. Due to the fact that...

the customer had recently purchased the vehicle a goodwill offer was made to cover **% of the repair, which is $[redacted]. We understand the customers concern and that is why we offered to reduce the repair amount by **%. This offer was strictly offered as goodwill as there was not any implied coverage on the thermostat repair.

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
The document states I only had to pay $266.00 of the toal bill for the PCM.  This is false.  I paid $420.15 for this repair.  Additionally, my mother, [redacted] never spoke to [redacted].  She left a message for him to return her phone call and he never did that.  The fact of the matter is, my vehicle was never fixed from May 8th when it was dropped off for not starting.  All three times, the vehicle would not start.  It was turning freely, but not starting.  [redacted] stated the battery needed to be replaced and the wiring harness.  Yet, two days later, not even that my car doesn't start.  Upon taking it back a second time for again, NOT STARTING, I'm told it's the fuel pump.  Your document states the power and ground to the fuel pump was there, but it wasn't working.  If the PCM which was replaced the third time was the problem, the fuel pump would not have worked to begin with.  The PCM does control multiple electronics and sends false signals when it has an internal fault.  Nevertheless, the fuel pump was replaced.  Upon picking my vehicle up, it had a hard time starting.  Now, if it was truly the fuel pump, why would it have a hard time starting?  I take it home and the next morning again it would start.  I then receive a call as I stated previously saying "we know it's not your battery, battery wiring harness, and fuel pump.  Looks like it's your PCM."  Considering this information was given when the vehicle was dropped off in May that if you unplug the battery and computer, it will run for a few days, why was the computer overlooked.  Your technician may have 20 years of experience, but if a vehilce isn't throwing a code for them to have an electronic reading, then the diagnosis may or may not be correct.  In my case, in correct.  I am out of $1,600, time lost at work, inconveniencing coworkers for a ride to and from work, and time lost from family when my Grandfather passed away during these weeks.  This has a been a guessing game from the beginning.  It could be this, so let's replace this.  Well, it wasn't that, now let's replace the fuel pump.  Well, it's not any of those, let's pull the computer and test it.  This idea didn't occur until the third time?  My father has been working on cars since he was 15 and openly admits, he is no [redacted] technician and does not have the the equipment these men and women work with.  But even he said it was the computer from the start.  Amazing.  Additionally, since [redacted] has replaced my fuel pump, my gas tank now leaks when I fill it up and a slow emissions leak.  Is this a coincidence?  Does it just so happen that when I leave the parking lot, something else goes wrong?  No, I believe not.  Now I am contemplating do I take it to Safford since they are the ones whom did the work?  Or?  Safford also received $800 for emissions work in February and my check engine light is on for an emissions leak.  They are responsible for this.  After all, you do guarantee you work for 12 months.  Last, you mention my vehicle is 12 years old with 264,000 miles on it.  Yes, this is correct.  And my tough girl has been amazing since I've had her.  But, are you stating your vehicles are only good for 12 years?  Or, if my [redacted] was a 2015 with only 3,000 miles on it, would its priority take precedence since it is much newer than mine?  Why would the age and miles of my vehicle matter as long as you all are getting paid?  And yet still, it's been almost two weeks and no call from Corporate for the conference call. 
Regards,
[redacted]

To Whom It May Concern:
In regards to Case # [redacted], involving [redacted]
my dealership tried to assist the customer to the best of our abilities. The
vehicle that we are discussing is a [redacted] ",[redacted] 264,888
miles when it was...

first brought to us on May 8th• Our
technician verified that the vehicle would not start. He found that the battery
was discharged and the charging system was not functioning properly. After
further diagnostic the technician found that the wiring harness for the
charging system had 2 areas that had broken wires. We contacted the customer
and explained what we had found. The recommended repairs were to replace the
wiring harness and the battery and check charging system after repairs were
made. The customer approved repairs and the customer picked up the vehicle.
Then on May 19th the customer contacted us and stated that the vehicle
would not start again after the vehicle sits over night. The same technician
determined that the fuel pump was not functioning. The technician checked for
power and ground to the fuel pump, which was present. After deternlining this,
the technician recommended a fuel pump module. We contacted the customer and
explained our findings and reviewed the cost and also explained that we were
discounting the repairs $100.00 to try to help the customer. She approved the
repairs and the vehicle was picked up May 27th• Then on June 3rd the customer contacted us and stated that
the vehicle would not start, we brought the vehicle in and found a fault code
in the power train control module, stating internal failure. The total cost of
the repair was $665.00. [redacted] mother contacted our [redacted]
in regards to all the problems that her daughter was having with the vehicle
and he offered to assist the customer by only making the customer pay $266.00
of the total bill. So throughout the process of repairs we have tried to help the
customer as much as possible but unfortunately we are dealing with a 12 year
old vehicle and a vehicle that has over 264,000 miles on it. A Master Level
[redacted] technician made all the repairs with over 20 years in the business. If there are any further questions please
feel free to contact me.
Thank you,

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 Michael Abraham 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 8700.00 +/-.  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]

We did have to put that vehicle on hold or not for re-sale, the vehicle was placed on line immediately after being traded. When we put it in the shop for inspection we found the truck did not have the required catalytic convertors for Va. State Inspection, hence we would not and could not have...

the vehicle listed for retail sale.We do apologize for any inconvenience this miscommunication  has caused, I would offer that we are trying to find the converters for the vehicle, if we are successful we will call you first before offering the vehicle to the general public.
Thank you and Respectfully,
 
Kevin R[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.]
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. In the future, I will not recommend Safford to any peers, colleagues, friends, or relatives for their vehicle needs. Had I known the company would not have honored my request prior to driving 45 minutes to their office, I would have gone with the initial offer received from another dealer.
If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com:Revdex.com:After reviewing response made by the business in reference to complaint ID [redacted] this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Although I prefer Safford never provide future service on my 300C the last resort is to schedule warranty service. The question remains why Safford has not suggested warranty service for my failing AC system. Please see attached document.As a last resort warranty service will be scheduled with Safford. If Safford fails to restore the AC system a complaint will be filed with Commonwealth of Virginia Attorney General.
Regards,
[redacted]

To Whom It May Concern:
In regards to case [redacted], the customer paid on 5/13/2014
551.25 for battery and the wiring harness. 
On 5/27/2014 the customer paid 630.29 for the fuel pump module.  On 6/11/2014 the customer did pay 420.15 for
the module, we discounted the entire repair by 266.00 per [redacted] after he
talked to either [redacted] or her mother. 
Again our stance on the matter is that the vehicle is 12 years old and
has over 264,000 miles on it, we could only start with the items that we visually
saw and diagnosed to try to resolve the customer’s issues.  A Master Level certified technician worked on
the vehicle and the vehicle had different issues every time that the vehicle
was brought back to us.  If there are any
further questions or concerns please contact me.
Thank you,
[redacted]

Revdex.com:
I have reviewed the offer 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.
Which did you all make me pay Safford Dodge?  $266, $420.15, or $4,420.15?  Clearly you all do not have your information together at all.  Nevertheless, please review your receipts Safford [redacted] as you put on the invoice according to [redacted], that the customer and Safford [redacted] were to split the cost 50/50.  With the amount I paid and with the 50/50 not being implemented, Safford [redacted] still owes a refund regardless.  However, clearly that was not upheld either.  The problem at hand still exists that I brought my vehicle to you all for the same problem, that is was not starting.  I want a record where the fuel pump was tested via a pressure gauge.  It took Safford [redacted] and a Master Mechanic THREE attempts to fix one problem?  Or, did you enjoy the trial and error on my vehicle?  There has been much falsified information during this entire dispute.  No conversations with [redacted], listing different amounts of what I was told to pay, neglecting the fact that my vehicle was brought to you all for the EXACT same thing EACH time. 
Regards,
[redacted]

Revdex.com spoke with the business. The business discounted the work in an attempt to assist the customer. The last invoice for 4420.15 indicated the discount that was given. They did all work as authorized and felt the vehicle needed as they saw and diagnosed the vehicle in attempts to resolve the issues.

SAFFORD DCJ APOLOGIZES FOR THE ROAD SIDE ASSISTANCE ISSUE.  ROAD SIDE ASSISTANCE IS A [redacted] CORPORATE RAN PROGRAM.  WHEN LOOKING OVER THE REPAIR ESTIMATE WE DONT' SEE ANY ISSUES WITH THE BILLING OR PRICING.  THE VEHICLE WOULD OF HAD A 114.95 DIAGSNOSTIC FEE TO START WITH AND...

THEN ADD ON THE COST OF REPAIRS AND PARTS.  THE ADVISOR TRIED TO HELP THE CUSTOMER AS MUCH AS POSSIBLE DUE TO THE CIRCUMSTANCE WITH ROAD SIDE ASSISTANCE.  ITS ALWAYS EASY TO TALK TO ANOTHER REPAIR FACILITY OR INDEPENDANT TECHNICIAN AFTER THE VEHILCE WAS DIAGNOISED AND REPAIRED, MOST OF THE TIME THEY ALL SAY THEY COULD DO THE JOB CHEAPER OR FASTER.  IF THERE ARE ANY FURTHER QUESTIONS PLEASE CONTACT ME AT [redacted]
THANK YOU
[redacted]

We at Safford DCJ & Fiat offer via mail, email and phone calls different sales information, coupons and updated recall information as a courtesy to our customers.  I personally removed this customer from our data base so he will be bothered from our dealership in the future.  If...

there are any further questions or issues please call me personally. 
thank you
David R[redacted]

Revdex.com:Having reviewed the offer and/or response made by the business in reference to complaint ID [redacted],  this proposed action has been determined to NOT resolve my complaint.  For your reference, details of the reviewed offer appear below.
Replacing condenser did not resolve issues on 1/7/15. Issues were actually created by Safford DCJ when they replaced the condenser. The Winter was unusually long and frigid with lots of snow. I had no occasion to use AC but only heat and defrost. After 1/7/15 the defroster never worked. Windows would only fog so defrost was unusable. On 4/26 Robb [redacted] informed me AC assists defroster to clear windows after I'm told the compressor is leaking. Prior to to 1/7/15 defroster/ was working just fine. After 1/7/15 repairs the defroster NOT functioning. Conclusion: Safford did something to cause AC system to malfunction as evidenced by failed defroster.
[redacted] has offered to show me compressor leakage when another certified mechanic found line wouldn't hold refrigerant and compressor not the issue. Why not offer to set up an appointment to return my defrost/AC system to working condition rather than prove my automobile needs MORE expensive repairs? Also, Mr. [redacted], the fact that the vehicle has 250K+ mileage makes no difference if the vehicle has been properly maintained. This vehicle has performed in an exemplary fashion until her first repair at Safford DCJ in the Fall of 2014. 
 
Cordially,
[redacted]

I JUST SPOKE WITH MR. [redacted] AND HAVE ORDERED THE 2 SCREW COVERS FOR HIS VEHICLE.  HE WILL BE IN SATURDAY TO HAVE THEM INSTALLED AT NO CHARGE.  CUSTOMER IS HAPPY WITH RESOLUTION.  IF THERE ARE ANY FURTHER QUESTIONS PLEASE FEEL FREE TO CONTACT ME.
THANK YOU
[redacted]

To whom it may concern,Ms. [redacted] brought her vehicle into us on January 7 of 20t5 with 290,015 milesbecause her vehicle was leaking antifreeze. The technician pressured tested the systemand found anti freeze leaking from the radiator and the water pump. When the technicianwas...

removing the radiator he saw that the condenser was leaking also. So the customerwas quoted for replacement of the radiator, water pump and condenser. This resolved thecustomer's issues. Then on April 21 of 2015 w1th295,200 miles she brought the vehicleto us stating that the air conditioning was not working. The technician performed hisdiagnoses and verified that the air conditioning compressor was leaking. The customerrefused the repairs, we did not charge the customer any diagnoses fee. We could set upan appointment and show the customer where the air compressor is leaking if that wouldhelp solve the customer's issues. If any you have any further questions please feel free tocontact me.Thank you

Revdex.com spoke with the business. In April the customer decline a service of the compressor. She had the condenser replaced in January 2015. The business would be unable to address the concerns brought up by the customer as they were not provided the opportunity to service the vehicle in April and address the concerns with the compressor. Issues with the condenser clogging could be caused by debris from a compressor going bad or mileage of the vehicle. Without the chance the service the vehicle at the time the incident took place they cannot speak definitely on that matter.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted] and do not wish to pursue the matter further. Thank you for your assistance.
Regards,
[redacted]