Safford Chrysler Jeep Dodge Of Fredericksburg

Safford of Fredericksburg would never intentionally mislead a customer in order to create business for ourselves. That is not the way we do business. Unfortunately, we do make unintentional errors, and in this case, because of miscommunication, we have done just that. In every...

conversation, and in every record and note that we have at the dealership, we conveyed to the customer that the price we were quoting her included her $4500 trade, assuming it was worth that. ( we had not seen it yet ) 
It sounds, from the customer's letter, as if we did not include the trade-in value in the email, and that was an oversight, given the fact that every communication we had with her, went over that the final figures included her car's prospective trade-in value. 
I am unable to honor an out-the-door price of 34K without her trade-in being included in the deal. Again, I apologize, but sometimes we make errors, and unfortunately, this is one of those times.
Please let me know if you have any further questions.
Sincerely,
[redacted]
Vice President
Safford 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]

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The customer provide documentation from an additional location regarding the work paid for in the details of her complaint. She requests that the issues be addressed by the business as to why if they did the work they stated they did did it need to be done elsewhere for additional cost.

[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. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Revdex.com Case # [redacted] - saffordautoCustomer Information:[redacted]
[redacted]
[redacted]
Daytime Phone: [redacted]E-mail: [redacted]  Ms....

[redacted], The gap company was phoned yesterdayto inquire about Ms. [redacted]s check. They informed us that the check had beenreturned to them  because it had the wrong delivery address on it. Theyreissued a new check and mailed it to the customer yesterday. I spoke to the customertoday and informed her as to the circumstances and let her know a new one wasmailed out. Please let me know if I can be offurther assistance. Sincerely, [redacted]Vice PresidentSafford Chrysler Jeep Dodge ofFredericksburg

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.]
Regards,
[redacted]
The customer called and said that the business cannot get their facts starts. At point they state she had to pay one price, then they say they discounted the price for her. The fact is that she has had to pay for three repairs for the same issue within a month and the business cannot determine the problem and are not fixing the vehicle. They are now just saying it is due to age and miles when that was never a conversation piece in the beginning of the issue. She was told by [redacted] that she could get a refund but is now being told that she is not allowed to get a refund because of age and miles. She feels that everyone is trying to cover up a mistake that was made by coming up with different figures and saying they spoke to her mother when her mother has only left a message and never spoke to someone. They have been unwilling to help with the rental car process and when they say they will call her back they never do. She would like to be refunded for the first two “repair” since they were unable or unwilling to assist her with the problem.

This place is awful and Used Car Manager will scam you with empty promises. I bought a fairly new 2014 Jeep [redacted] and it was Certified, at least that is what I thought. Got it home and realized the driver door panel had been replaced with the wrong door? Why was door replaced if it certified and clean CarFax? I was told by salesperson it would be fixed and handled, only after I debated Safford explanation of a defect. Yeah, right someone purchased a 50k dollar car new and was ok with un matching door, seriously! Used Car Manager told me the panel was out of stock and did not know when he will have a replacement. But I had done my homework and there were plenty available, Sales Manager did not like he was caught in a lie and acted like he had a cell call and fled the scene never to be seen again. The Service Manger got involved and said he would find one and resolve the issue to satisfy me. I waited 2 weeks to today and the Service Manager called, said he had found it, but the Used Car Manager would not approve him to buy it and they would not be fixing it! Safford Dodge Fredericksburg is the reason used car sales people have a bad name. If they qualify this as a certified car, then it must just need to run and have 4 wheels. The Sales Manager is not a shining star with customer satisfaction and Safford Dodge must have very low standards in their hiring to have him employed there. I am out of pocket now to have the door ordered and installed on a vehicle that was deemed certified. I only hope that the clean Carfax was not altered as well.

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]

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.
I know for a fact that a vehicle can be bought back by the dealership so don't tell me that it can't be other than by lemon law. I have a friend that had the same issue and Safford bought her vehicle back and she then purchased something else. And why is this coming fro the service manager and not the general manager. why would a decision on a customers behalf be made b the service manager and not the GM? the least you all could have done was offer me an extended factory warranty considering the history of this piece of crap.
Regards,
[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...

Review: I own a 2007 Town &Country Limited. It made an awful noise on 5-25-13, then it wouldn't start, I called service dept at Safford Chrysler (SC) in Fredericksburg & spoke to a mechanic & was told that it sounded like either the battery or the starter both of which arent covered under my Powertrain warranty. Had it to towed to Tires Plus (TP) in Stafford. Diagnostic showed drive crank sensor and starter needed to be replaced. I was told by TP that the sensor looks like something had been hitting it, but they couldnt see inside what they were working on. They replaced both and I picked it up on 5-27 & within 20 mins the noise had come back and I had it towed back to TP, which was closing for the day. Next day 5-28 I was told that the sensor was messed up again, so I had it towed to SC because whatever was hitting the sensor and making that noise was inside the bellhousing which is covered by warranty. To make long story short SC did diagnostic $104, to pull out bellhousing and put back $970 to see whats causing the problem. They called me back saying a weight had come off of the Torque Converter & to replace would cost $2118, had to go there along with TP rep Gary & while there Rob in service dept admitted that when they took it apart something flew out & went into drain & then showed me another piece of metal. We took pictures, I even tried showing the original diagnostic papers to SC service and no one would look at it but TP rep. SC is claiming that TP knocked the weight off when they installed the starter and they arent going to honor the warranty per Chrysler Corp according to director John Burn of SC who told me that if I brought the sensor and starter back that they would take pictures of those and send them to the Corp., that was the best he could do. So my van has been torn apart in SC bay since 5-29, here it is 6-6 with no results. I have lost time off from work to try to resolve the issue and Im paying for a rental out of my own pocket, which is due to be turned in Friday 6-7.Desired Settlement: The noise was there before TP every got my van and continued after the replaced starter and sensor. I want my warranty honored because clearly the issue was on the inside of the bell-housing which is covered under warranty. The proof is in the pictures that were taken along with the original sensor I have. I should ask for reimbursement of time out of work, the aggravation and the rental but I will settle for my vehicle fixed with no out of pocket because it would all be covered under warranty.

Business

Response:

21 June 2013

I’m writing in regards to Revdex.com Case # [redacted], customer : [redacted].

Originally Chrysler denied the repair being performed under

warranty because the customer had just installed an aftermarket starter on her

vehicle. This starter was left loose, and Chrysler believed this resulted in

the weight coming off the torque converter.

We requested that Chrysler send out a field representative, which

they did, and after inspection, Chrysler agreed to replace the torque

converter, flex plate and crank sensor under warranty, as a good will claim.

[redacted] was notified on June 17th that all the repairs would

be covered for her by Chrysler, and she is satisfied with the outcome.

Please contact me with any further questions.

Sincerely,

Safford Chrysler Jeep Dodge of Fredericksburg

This place is awful and Used Car Manager will scam you with empty promises. I bought a fairly new 2014 Jeep [redacted] and it was Certified, at least that is what I thought. Got it home and realized the driver door panel had been replaced with the wrong door? Why was door replaced if it certified and clean CarFax? I was told by salesperson it would be fixed and handled, only after I debated Safford explanation of a defect. Yeah, right someone purchased a 50k dollar car new and was ok with un matching door, seriously! Used Car Manager told me the panel was out of stock and did not know when he will have a replacement. But I had done my homework and there were plenty available, Sales Manager did not like he was caught in a lie and acted like he had a cell call and fled the scene never to be seen again. The Service Manger got involved and said he would find one and resolve the issue to satisfy me. I waited 2 weeks to today and the Service Manager called, said he had found it, but the Used Car Manager would not approve him to buy it and they would not be fixing it! Safford Dodge Fredericksburg is the reason used car sales people have a bad name. If they qualify this as a certified car, then it must just need to run and have 4 wheels. The Sales Manager is not a shining star with customer satisfaction and Safford Dodge must have very low standards in their hiring to have him employed there. I am out of pocket now to have the door ordered and installed on a vehicle that was deemed certified. I only hope that the clean Carfax was not altered as well.

Review: I brought my 2007 [redacted] Unlimited to Safford after the vehicle transmission started to pop out of first gear. I first researched this online and found this to be a common problem but not a safety recall. Dropped the vehicle to have the 1st and 2nd gear synchronizers checked out as this is the commonly the problem source. Safford said we only needed to replace the shift boot as it was torn and they were confident this would cure the problem. I picked the vehicle up the next day and after paying a $350 repair the problem still existed. Called the dealership and made an appointment to bring the vehicle back. At that time I advised the service adviser [redacted] that I did not have extra money for an expensive repair. [redacted] told me that because the previous shift boot replacement was a misdiagnose of the problem that I would not be charged a diagnostic fee to tear down the transmission. I was told that the repair would be a total of $1400 but that [redacted] would likely pay most or all of it. The following day I was told that [redacted] would pay 60% of the repair and at this time I was told my portion would now be $1400. I advised again that I did not have the funds for that repair and to please put the vehicle back together. I was then told that the cost to diagnose and then put the vehicle back together would also be $1400. At this time my vehicle is in pieces at the dealership and will not be released without the payment of $1400 - the same price whether they repair the vehicle or just put it back together.Desired Settlement: I just want my vehicle put back together and to not be charged a tear down or diagnostic fee - as [redacted]old me would be the case because the first repair did not fix the problem.

Business

Response:

In regards to the complaint filed by [redacted] her 2007

[redacted], we were able to get [redacted] to pay all but $700.00 of the

necessary repairs. [redacted] is very satisfied with the final result.

Review: I sold my [redacted] to Safford Dodge. I received an e-mail from [redacted] advising that if I contacted then directly for my sale, that I would be able to get more than the [redacted] online value for my trade-in. I immediately had my husband contact them regarding the trade. When communicating with them, we had a remaining payoff balance of $415.01. NFCU was willing to release the lien to Safford so that they were able to obtain possession of the vehicle as we had already been pre-approved for another vehicle. [redacted] was adamant that the coupon was for purchases, not trades and/or sales. I did not argue with him nor his manager. I simply kept the coupon and completed the sale. Upon further research, the e-mail statese " Whether you are interested in buying one of the vehicles we have offered for sale or just want to sell us yours, below is a coupon for an additional $250-2500 more than the [redacted] online appraisal."It further states that they must see the "vehicle within 72 hours for this offer to be valid within [redacted]'s timeframe." I am willing to submit documentation of this e-mail and the coupon if required. We have made attempts to contact both the manager listed on the e-mail and [redacted] but received no responses.Desired Settlement: I would like Safford to refund the $415.01 that I paid to them to finalize the payoff for my vehicle.

Business

Response:

26 June 2014

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 ($250 -$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,

Chrysler Jeep Dodge of Fredericksburg

Consumer

Response:

[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 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,

Review: On Tuesday, October 13, I spoke to [redacted] and [redacted] in the Business Center at Safford of Fredericksburg about the cost of a vehicle. I explained clearly the offer I was making for the car ($34k, including taxes, tags, fees, etc.). We then discussed the value of my trade and the resulting amount I would finance. [redacted] sent me a confirmation e-mail with the price $34k and and the vehicle stock number. I can provide you with a copy of this e-mail. I took time off of work and drove an hour and a half to the dealership, and the General Manager, [redacted], would not honor the price of the car. They said there was a miscommunication. They tried to get me to pay about $2k more, which I declined.Desired Settlement: I would like the dealership to sell me the vehicle at the price quoted and also to provide either a further discount for the pay I lost for taking time off work and driving down. The discount can be removed from my loan amount or be paid in the form of service (e.g., gift cards for free oil changes and / or car detailing).

Business

Response:

Safford of Fredericksburg would never intentionally mislead a customer in order to create business for ourselves. That is not the way we do business. Unfortunately, we do make unintentional errors, and in this case, because of miscommunication, we have done just that. In every conversation, and in every record and note that we have at the dealership, we conveyed to the customer that the price we were quoting her included her $4500 trade, assuming it was worth that. ( we had not seen it yet )

It sounds, from the customer's letter, as if we did not include the trade-in value in the email, and that was an oversight, given the fact that every communication we had with her, went over that the final figures included her car's prospective trade-in value.

I am unable to honor an out-the-door price of 34K without her trade-in being included in the deal. Again, I apologize, but sometimes we make errors, and unfortunately, this is one of those times.

Please let me know if you have any further questions.

Sincerely,

Vice President

Safford Chrysler Jeep Dodge of Fredericksburg

Consumer

Response:

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,

Review: My vehicle was taken to this location three times for the same issue. This vehicle was not starting properly. Upon dropping the vehicle off the first time, [redacted] my Service Advisor was told if you unplug the computer and the battery to the vehicle, it will run for a week or less. Safford [redacted] replaced the Battery and Battery wiring harness. Two days later, my [redacted] is not starting again! I return it to Safford [redacted] stating the problem has not been fixed. [redacted] called me and stated my fuel pump was not working properly. I agreed to the work to be completed. During this time, my Grandfather passed away and I had a find a way to my hometown to be with my family. Safford [redacted] did not offer me a rental vehicle. Disappointing and frustrating. Nevertheless, when I picked my vehicle up the second time, it did not want to start WHILE ON THE DEALERSHIP'S LOT! The very next day the vehicle did not start. I returned it to Safford [redacted] and also called Corporate about this. The same problem had yet to be fixed. [redacted] called me two or three days later stating "well [redacted], we know it's not your battery, battery wiring harness, nor fuel pump. It looks to be your PCM (computer) that is causing all of these problems." Revdex.com, why did I pay for the charges the first two times then? And why was I charged for the third time? Also, [redacted] was told if you unplug the battery and computer, the vehicle would run for a week or less. Given this information why did he deter from it the second time Safford [redacted] had it and said it was a fuel pump? I'm no it when it comes to vehicles. If the computer is not working properly, the fuel pump will not get any pressure reading. Furthermore, Corporate's involvement hasn't successful. Phone calls are returned several days after I leave voicemails. The last time I spoke to my case worker, [redacted], he told me "well [redacted], this is what [redacted] told me and I have to take his word for granted. This is what is and Safford [redacted] will not refund any of your money." How rude. I asked what was the purpose of the phone call and stated my opinion didn't matter. [redacted] said that is not what he meant. Well, what did he mean? [redacted] wanted a conference call between Safford Dodge, me, and himself. This was scheduled for June 23, 2014 between 1:30-3:30, my time (Eastern Standard). Neverthless, [redacted] never called for this conference call. I took off work to be able to have this phone call. I'm extremely aggravated and something needs to be done. [redacted] had my vehicle for more than month, did not provide a rental car and now Corporate is not assisting as they stated. I serve the public as well and would never be able to treat customers like this. Especially working for the government.Desired Settlement: A full refund for all charges need to be made. Most people would go for far more. I simply want fairness. I want to be refunded $551.25 minus $16 for my state inspection on May 13, 2014; $630.29 for June 2, 2014; and $420.15 for June 12, 2014.

Business

Response:

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,

Consumer

Response:

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,

Business

Response:

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,

Consumer

Response:

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.]

Regards,

The customer called and said that the business cannot get their facts starts. At point they state she had to pay one price, then they say they discounted the price for her. The fact is that she has had to pay for three repairs for the same issue within a month and the business cannot determine the problem and are not fixing the vehicle. They are now just saying it is due to age and miles when that was never a conversation piece in the beginning of the issue. She was told by [redacted] that she could get a refund but is now being told that she is not allowed to get a refund because of age and miles. She feels that everyone is trying to cover up a mistake that was made by coming up with different figures and saying they spoke to her mother when her mother has only left a message and never spoke to someone. They have been unwilling to help with the rental car process and when they say they will call her back they never do. She would like to be refunded for the first two “repair” since they were unable or unwilling to assist her with the problem.

Business

Response:

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.

Consumer

Response:

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,

Review: 12 days after the purchase of out 2013 [redacted] in Sept 2014, we returned to the dealership due to the vehicle stalling out on us and intermittent stuttering. Since our initial purchase we have returned to the service department a total of 7 times for the same problem. The dates were as follows: 9 Oct 2014, 24 Oct 2014, 2 Apr 2015, 13 Oct 2015, 17 Oct 2015, 24 Nov 2015, and 12 Feb 2016. This vehicle has thrown DTC codes on three of these occasions. Twice we left the service department with no solution other than the guidance to bring it back when the Check Engine Light appears. Once the ETC was relearned, twice the camshaft phasers were replaced, once the oil was changed, and most recently the ECU was re-flashed. The service department has said that they have no idea why the vehicle is doing what it is doing and seem to have no real solutions. Additional details can be provided upon request.

I no longer have trust and confidence in this vehicle. This vehicle has stalled on us over a dozen times and has done so in a variety of places including intersections, at military facility front gates, and while crossing in front of oncoming traffic. This is our family vehicle that my wife and two kids routinely drive in. While nobody got hurt in the most recent incident, it left the vehicle stalled in front of oncoming traffic. Fortunately there was enough time to restart the vehicle and get it out of the way. We are now driving the vehicle and waiting for it to stall again before there is further resolution with the issue. This is unacceptable to me and endangers my family. To further compound this issue, we are preparing to accept 3 year military orders overseas and will be bringing our vehicle with us. If this problem continues we will be stranded overseas with the same problem that we have been dealing with since we bought the vehicle and no way of getting it repaired under warranty.Desired Settlement: We would like to return this vehicle to the dealership. We have bought two and traded two vehicles at this dealership since 2013. The first was a Dodge [redacted] and the second was our current [redacted] Both have been in for like issues and the Dodge was in for major engine/brake work before we traded it back to Safford. Since this is the second time we have had systematic problems with the same vehicle/engine line we are not interested in another like vehicle. We are willing to purchase a different make/model vehicle from the same dealership but are not interested in another [redacted]

Business

Response:

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]

Consumer

Response:

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,

Review: We purchased a brand new [redacted] from this dealership at the beginning of October 2015. The vehicle we purchased was in transit to the dealership and we were informed it would be delivered upon arrival to the dealership. Approximately 2 weeks later we received a call the vehicle was leaving the dealership and heading toward our home. A few hours later we received a phone call that the delivery driver had encountered an issue and the vehicle needed to be towed back to the dealership. We learned the next day the driver had accidentally fueled the vehicle with gasoline and for lack of a better word blew up the engine. The dealership asked us if we would accept the vehicle with a new engine and god only knows what else it needed. We informed the dealership we would not accept a vehicle they damaged and to find us a new vehicle identical to the other. Approximately 4 days later the delivery driver arrived to our home with a new Jeep and drove the vehicle we traded back to the dealership. Two weeks ago a tow truck arrived to my home with the driver informing us we never paid for the vehicle. We paid the dealership 37000 in cash and a 17000 dollar allowance on the trade in equaling 54000. We have the contract from this vehicle and all the bank records showing we paid them 54000 dollars. We have obviously requested a full refund but have yet to get our money back. Our money was used to purchase the vehicle they destroyed and the new vehicle they provided us was never paid for. We are demanding our money be returned immediately. We have learned the dealership has intentionally provided incorrect information to the bank to prevent our refund from being processed. We traveled 4 hours and in good faith we would be provided fair and just service from this dealership. These folks obviously believe they are above the law.Desired Settlement: Safford Jeep has basically stolen 54000 dollars from us. They must immediately refund this money to our account.

Business

Response:

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]

Consumer

Response:

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,

Review: 1. took 3 times to fix a water leak, on the 1st try, they left the grab handle on the floor.2. paid to have my tires rotated, thankfully one tire had mud on it to prove that they did not rotate them.3. their posted sign for an oil change for a ram truck is $31.95. I was charged $42. I point to the sign and the rep. said that the digital sign is wrong. I said it is a post price tag and I got, "and".4. I've inquired 3x times to have the screw covers for the grab handle replaced, it was on the same work order for my oil 10/6/15 and still not done.Desired Settlement: I bought this truck brand new from the same dealership as well as a brand new [redacted]...over $90,000 and this is the level of service I receive. The water leak took 3 visits to fix....tonight (10/6/15) was the third time I tried to get them to replace the 2 little screw covers on the driver's grab handle...the covered that they chummed up failing to fix the water leak. They can take the truck back.

Business

Response:

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

Business

Response:

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]

Consumer

Response:

[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 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,

Review: I bought a brand new [redacted] dart aero edition. I have had nothing but problems with it from the moment I bought it. I have had at least 2 dozen trips to the service dept for the same problems over and over and then new issues starting arising. all the while this all started happening within months of buying the car. I have always had transmission issues with it shifting. and I have had my radio replaced which is the touch screen twice now. I also just had a sensor issue for the knock sensor and they had to end up replacing the ECM. then 2 weeks later my Turbo goes out. I filed a lemon law suit back in August of 2015 and to no avail have not heard a word from [redacted] to offer me anything. I am furious that I bought my first brand new car ever and this is what I have to look forward to. I am constantly lied to by the service dept. especially Howard W[redacted] the service advisor. He supposedly had my car in the shop for 4 days when actually he hadn't even received the part yet. He kept promising me the car back everyday and said he was running in to problems. which was all a lie when the service manager called me after that and said my parts just came in. they have already replaced the TCM for the trans and still have issues. this car is going to continue to have problems. It is not fair to me to spend all my time at the dealership when I should be enjoying my new car like everyone else.Desired Settlement: I desire [redacted] to buy back this vehicle for what I paid. I am not going to lose money because of something that isn't my fault and because I was sold a lemon. I will then in turn buy a completely different car. I have nothing against the [redacted] make I have owned many [redacted] vehicles over the years and they have been great. I just want out of this car.

Business

Response:

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]

Consumer

Response:

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.

I know for a fact that a vehicle can be bought back by the dealership so don't tell me that it can't be other than by lemon law. I have a friend that had the same issue and Safford bought her vehicle back and she then purchased something else. And why is this coming fro the service manager and not the general manager. why would a decision on a customers behalf be made b the service manager and not the GM? the least you all could have done was offer me an extended factory warranty considering the history of this piece of crap.

Regards,