Safford Chrysler Jeep Dodge of Springfield – Service Department

Lots of problems, two big ones with the Service Department. Inability to talk to the service department if you are not standing in front of them. No return calls or a lot of waiting for someone to answer the phone when you call them (Problem 1). Also, getting charged for «diagnostic» work when I never gave them the go ahead to do it, taking a very loose interpretation of what I said to do work (money=Problem 2). Then when there was something that I really needed done, told them needed replaced, they said «we can do if for less» only to find out they really did nothing and charged me for it (Problem 3). Recommendation: go to Koon’s in Tyson’s for Chrysler repair service.
Scheduled online appointment to get a coolant flush and to get the battery terminal cable repaired. When I arrived, a little after they opened, the appointment wasn’t in the system but they got me in anyways because I waited (small problem, but do-​able) Mentioned that the if the «Check Engine» light comes on to the service rep I know what the problem is, but told him the tech should talk to me first. I did request an estimate for what he found. I waited in the customer area knowing that that was the only way my vehicle would get serviced. It was also telling that the area was full with other customers willing to wait.
When talking to another service rep, he gave me all the «recommended» things that should be done, including the replacing the sensor causing the check engine light to come on. I told him I didn’t want to work done, but needed the estimate. He replied «Ok, but you’ll have to pay for the diagnostic». Not thinking much about it or asking how much the diagnostic was (which wasn’t spelled out in any of the charges or estimates he gave), I said Ok. I got the bill to find that the «diagnostic» was for a full engine diagnostic which cost $ 137. I didn’t complain at the dealership, but was angry because I did «unknowingly» say «yes». When I got home I checked the battery cable work to find they had only replaced one bolt on the battery cable connector, cracking the connector in the process. Of course my first call was to the service guy, who said he’d look to see what happen. Needless to say, that was all I ever heard from him and any call backs resulted in answering machines. All this would have been avoided if he would have told me, up front the battery cable is discontinued and they couldn’t do the work or specifically what they had to do; I had to call elsewhere to get that answer.
I will say that everyone I encountered at the dealership (parts, accounting, service) was at least friendly to my face and speaking to me, just not professional grade or quality work.

Took my Jeep in to have an issue addressed. The car would randomly overheat and then return to normal. It was odd and not something that I had ever experienced. Made an appointment to drop it off — they kept it two days and couldn’t find any issue. I picked up my car (which I drive for business all day, every day) and within a few days, the car overheats. Once again I take it back and leave it for another two days — same result. Their response was simply — until the car overheats, we can’t do anything! Really!!! I am convinced that, because my 2003 Jeep was still covered under my extended warranty through Chrysler ($ 2000 or so), they were not particularly interested in investing much time and effort into it. Four days wasted!
Took my car to Koons Chrysler in Tysons which, after determining the radiator cap was bad through several pressure tests, had me up and running in a day. Koons is a first rate auto shop — super busy but very together, very organized. I will never return to Safford although they are convenient to where I live (the only reason they have even one star). They are a dump, shady and apparently incompetent.

Last time I will take my car to have a repair. They made a huge deal over a 10% coupon on a 950 dollar bill. Try being helpful and finding extra ways to please instead of finding ways to be rude.

The service department here is a mess. Communications are generally poor — service reps are slow to provide updates and attempting to call in is a nightmare of eternal waiting on hold. Repair deadlines are missed, and missed again. I’ve had to use the shop twice to get warranty work done, and on both occasions completion of the repair was delayed (once for over a week) because Safford couldn’t manage to get the correct parts shipped to the Fredericksburg location.
Avoid at all costs.

I came in for a broken light and tire slow leak. My jeep has 50k on it, so when they suggested that I get tires, I said ok. They said it would be quick. After 20 min, I asked when it would be fine, he told me 2 hours. That’s AFTER I’m supposed to be picking up my kid, and definitely not a quick visit. When I said that was too long, and I’ll cine back another day, he said, «sorry, tires are off already.» So here I am, waiting for 3 hours total. Was told it would be quick. This place is terrible!

Grim and Dangerous Experience — Engine Stopped on Highway Day after Safford «repaired» car — One Star too High for this Dealership
I have a 2008 Town and Country and last week took it to Safford because when the A/​C was turned on the engine stopped — whether idling or moving. Obviously, a dangerous situation. I took this to Safford and a tech did the $ 115 diagnostic (which appears to be the minimum base price for having them look at your vehicle) and was told that they re-​set the fault codes (performed «HVAC flash 551 1805AH») and that the problem was resolved.
My wife picked up the vehicle and was told that they could not «replicate any engine shut off during tests» and that the codes were fixed and should settle the matter. She was told, however, to «monitor» the performance of the car. The next day, Thursday Oct 16, 2014, we were driving down the Fairfax County Parkway, and I put on the A/​C — and the engine immediately shut down. We were going about 50 at the time, and Thank God were in the right lane and could get off on the shoulder. Is this what they mean by «monitoring» the situation?
We took the car back the next morning, a Friday, and after looking at it, Safford called us to tell us that they could still «not replicate» this situation, but that the A/​C unit was «quite noisy» and that several items needed replacing for a total of over $ 1500. I told them that if they could still not replicate the situation, I would be glad to drive around the block with one of their mechanics This they declined to do.
We authorized this work anyway because there is clearly something wrong, and were told later on Friday that the specialist to do the repairs could not finish it by Friday and did not work Saturday. On Monday, they told us that they didn’t have the parts for the job. Today is Tuesday, and we were told that they finally got the parts but couldn’t guarantee the job would be finished by today. I told them that we were a two car family and that I had to leave town tomorrow (one week from the time we brought the car in) and could we have a loaner — and was told that they do not do loaners, but could offer a good rate through Enterprise.
WeI two Chrysler products, and I will never again go back to this dealer, and frankly wonder how much the «new» Chrysler really stands by its brand. Give this group a miss!

Safford has always done an excellent job for service on the Jeeps I’ve owned and they are very flexible with appointment scheduling.

Great service department. Mr. Stein actually met my wife and I outside, as soon as we stepped out of our car. Our 2006 Jeep Liberty had an ABS problem that had our regular mechanic baffled. Within hours I had received a call with the problem diagnosed. Once I approved, the brakes were repaired (for under $ 400) and were good as new. Evening pick up allowed us to retrieve our vehicle around 7:00PM. Not sure if I will ever go back to my «regular» mechanic again!

I noticed two small dings in my passenger side door a few days after my purchase. Definitely from the cars being a little too close in the car lot. I’m sure that happens all the time. So i took it back and they told me no problem and they will fix it at no cost! They are SO nice!!! Love them!!!

Got the jeep I wanted but 40 days later I still don’t have my freaking tags. They have some logistics issues when it comes to obtaining DC tags. SMH !!!

Great service department. I’ve used them twice now, once to install some additional equipment on my 2014 1500 and the second time for a factory defect and recall. Both times I left completely satisfied and I really appreciated that they washed my truck for me before I picked it up, a nice touch.

Good service department. Another shop where I got the oil changed told me my «struts were leaking.» Took the Jeep to Stafford and they told me «no they’re not» and checked the vehicle out. Appreciate the honest job and consistently good service. RD

I’m beyond ecstatic that I switched dealerships to handle my Jeep’s routine checkups. I came in for and oil change and to have my suspension looked at (was making noises). The diagnostic check for my suspension was supposed to cost $ 110. The guy in the service department listened to my concerns and walked me through what they’d do and offered a shuttle because it may take a bit, especially if they found something wrong. I told him I’d wait, I was not in a rush. They didn’t find anything rubbing, just a few 30k mile tuneup items. I told him I’d have a friend do the minor things so he said he’d write it out for me so they would know what exactly to look for. And get this, he didn’t charge me for the diagnostic check on the suspension. Just amazing. I’m very grateful. Also, I was in and out fairly quickly and the place was packed. I didn’t feel like I was rushed or pushed though.

Today’s completely unexpected surprise and delight moment from an autoshop…
…an unprompted, courtesy call to check in and see how I and my car were doing after last week’s oil change.
[Who’d thunk it?!]

Service Department
I took my Wrangler for maintenance last Saturday to Safford in Springfield for the first time. I usually used to go to Rosenthal in Arlington and told them I’m new and am testing them out to see if they will be my dealer of choice for future business.
They called me a couple of hours later to tell me that the rear brakes and rotors are completely shot and that they have to replaced immediately and that it would cost $ 575. Now that’s on top of the $ 420 that I already had to pay for the regular maintenance work that was being done. So I told them to leave it — since I’m a DIY kind of guy, I’ll have it done in my driveway on Sunday…
I went to Advanced Auto Parts on Sunday A.M. And bought new brake pads and rotors, and went home to have them installed. To my surprise, the brakes were not «metal to metal» like the dealer said, and there was absolutely nothing wrong with the rotors. They told me the rotors were damaged because the brake pads were completely worn out. I felt duped and it left wondering — and please don’t take this the wrong the way: if they were willing to shaft me, a Jeep owner (and Jeep owners are known to be very hands on with their vehicles), what lengths are they willing to go to take advantage of other customers who aren’t the hands on type? And how am I to know if they really did the work they said they were going to do for $ 420?
One thing I do know though, Safford failed this test and will not be getting any of my business again.

For service…
I occasionally use their service department. I finally decided to splurge and get my Jeep detailed (169.99). It’s a lot of money, but I know that if anyone can make a 5+ year old vehicle look new again, it’s a dealership.
Well, I got the jeep back and the check engine light turns on blinking, the jeep is running rough. Turns out that while dressing the engine, they got water in it. Wasted two hours while they fixed the issue, but at least it was fixed.

Service department.
Perhaps it is because I’m a woman? Took my car in for an oil change and to fix a Uconnect iPhone compatibility issue. Explained the problem, but clearly lost in translation. Got my car back with the note that the radio was up to date and no problems. I had explained to the person taking my car that there was a service bulletin on the issue. If they were unable to find the problem, why call and tell me it is ready? Why not just ask me to explain again, if they did not understand. When I picked it up, they told me they were too busy to look at it again. Anyone know of a good Jeep dealer in the area?

Safford took over as my dealership after Passport Chrysler closed. How in the Hell these people stay in business and Passport closed, I’ll never know.
I get their coupons constantly. It’s an enormous PITA for me to get down to Springfield (as opposed to Passport, which was a block away), but one seemed pretty good: oil change, wiper blade change, tire rotation, and a car wash for $ 39.95. So I call and tell them that’s what I want, I drop it off one night and specify which coupon on their flyer in case they forgot and expect to pick up a shiny, shiny car the next day.
The guy calls me and tells me my car needs the coolant changed, some other fluids changed, the A/​C recharged, the flux capacitor needs some new plutonium, which is kind of fishy to me since I had a radiator leak fixed in January and, well, all of the coolant came out. And the A/​C is cold enough as far as I’m concerned; I drive a convertible, so I don’t really use it anyway because I like the hot sun or I wouldn’t have bought the car in the first place. All of this would come to $ 989. Errr… Ok, it’s getting late in the afternoon, I’ve got places to go tomorrow, and it’s Labor Day weekend, I don’t have a spare $ 989 laying around. No, thanks.
So I trek back down to Springfield. Their cashier is open until 9, so I go up and I get a bill for just under $ 17. That’s not possible, I said. It was $ 39.95. They only did the oil change. Now, I’d understand if they said, well, your wiper blades look ok and your tires look ok, so we’ll save you $ 23 or something like that (but dammit, I want my car wash!) But no, I just get the car back, no explanation why it was only ¼ of the way finished. Even JiffyLube cleans your windows and vacuums your car and I didn’t even get that.

This review is for the SERVICE DEPT only, what service?
This review is for the service I received (or didn’t receive) on my 2008 dodge grand caravan, still under warrantee. I brought my car in for an electrical issue, which cuts off while driving. The turn signal wouldn’t work, odometer blacks out, heat cuts off, and no radio. This, to me, is a very serious safety issue.
My first time in, Oct 2010, the tech found no issue, so I figured no biggie. But it keeps on happening after that and it’s beginning to annoy me, so I brought it back for a 2^nd time. The tech couldn’t duplicate the problem and that was the end of that. In Feb 2011, my brother brought it in because I didn’t have time. They told him to bring it in while the problem is occurring.
Finally March 2011, I was fed up with this. Brought it in, told them to fix it once and for all. The service advisor Rocky, called and said they found the issue. It was my damaged key that caused the electrical short and also added that since my key was damaged by me, that it is not covered under warrantee. So I said get me a new key ($ 200 at my cost).
I picked up my car after hours and asked the cashier where my old key is. She said they normally leave it in the car. It’s not in the car. Next day, I called for my old key. Rocky said let him check with the tech and will get back to me.
I called back the following day since I have not heard from Rocky. Got him on the phone he said, the tech trashed it. I said how can they trash it since it was not cover under warrantee due to my negligence. I have the right to know why it was not under warrantee, what I did that damaged the key so bad that it would short the electrical system. He said I didn’t ask him to save my old key.
Rocky didn’t wanna deal with me so he sent me to Melissa, another service advisor, whom I never dealt with. She looked at my file and said the plastic was ripped (which is BS), and that my key would not be covered under warrantee anyways because my mileage was 36,254 (my warrantee 3yr/36.000mile). I wasn’t sure so I looked at my actual mileage (35,954).
I looked further at the receipt, they charged me for a radiator cap ($ 24), which I have no idea why. Then later found out that it was a recall. Made them refund my money and went back in, to have them input my correct and actual mileage.
They did my oil change for $ 30 and couldn’t even do that right. They never reset my oil change indicator, so I have to hear it every single time I start my van. They don’t vaccumn, nor clean my windows… Jiffylube could’ve done a better job.
I WOULD NEVER GO HERE EVER AGAIN. AND DO NOT RECOMMEND ANYONE COMING HERE FOR SERVICE… EVER!

For the service department only…
It was time for my Jeep’s oil to be changed and tires rotated. Of course, having a Mon-​Fri, 9 to 5 job means it’s difficult taking it in for its «spa treatment» during the work week. Thankfully, Safford is open on Saturday and takes appointments. I had my Jeep in by 8 am and it was all ready to go by 8:45 with a clean bill of health! Sure I could’ve changed the oil myself or taken it to a Jiffy Lube, but I’m willing to pay for the convenience of not doing it myself and having to worry about oil disposal. Plus, I’ve taken my Jeep there previously for oil changes, so they «know» my vehicle, and have always provided good, competent service. So unless my tires fall off tomorrow or all of the oil leaks out overnight because they forgot to tighten the drain plug, Safford’s service department has earned 4 stars from me.