Safford Brown Mazda Chantilly

I would like to tell you about my Browns Car Store experience. Let me preface my email by saying, that until this week, I had two previous pleasant car buying experiences with Brown’s Chantilly Mazda experience. Let me preface my email by saying, that until this week, I had two previous pleasant car buying experiences with Brown’s Chantilly Mazda. My wife and I have now purchased three cars from Jeff James in the last three years. Jeff James has always been a very knowledgeable, friendly, and professional salesperson. However, we will most likely never be able to purchase a car from Jeff again because of our last experience in your store, Brown’s Chantilly Mazda. On August 31st, 2013, I came into Browns Chantilly Mazda to trade in my Mazda 3 and purchase a new car. While I enjoyed driving this car, it was no longer a good fit for me or my family. It was a 2011 3i Touring with 14,500 miles on it. After discussing with Jeff, I test drove a number of pre-owned SUVs as well as a new Mazda CX-5. My two top picks were a Toyota FJ cruiser and a Mazda CX-5. While both vehicles were extremely different, they both had that fun factor I was looking for. After discussing with Jeff, I decided to take a chance on the FJ, I even paid extra to have leather seats installed. The next day my wife and I decided to take a drive down to Richmond in our new Voodoo Blue FJ. We had a great trip down to Carytown in RVA and had no complaints whatsoever. On Monday, we headed back to Loudoun County. While driving up an on-ramp to 95, a car came too close for comfort. I immediately hit the accelerator to get passed the vehicle merging into our lane; however the FJ did not accelerate. Instead, the FJ rpms went way up, while it stayed at the same speed. The lasted for about two long seconds until the FJ finally kicked and threw us forward in our seats. Obviously concerned, I took the FJ to a mechanic the very next morning to get a full work up on the car. I was told that the transmission, front brakes, power train, specifically the rear differential, needed to be serviced. The technician specifically referred to there being significant amounts of metal. He also clarified, that while finding some metal is typical, the amount he wiped off the plug was not normal considering the transmission had just been flushed. Now even more concerned, I immediately drove the car back to Brown’s Chantilly Mazda. I arrived at 10:30am. After learning that Jeff would not be in until 1pm, I asked to speak with a sales manager. I explained the above events to him and he immediately informed me that the used car manager was off that day, and asked if I could wait one more day. I informed him that I didn’t feel comfortable waiting a day as the grace period to exchange this vehicle expired in one day. I waited outside his office a number of times while he discussed the situation with the used car manager over the phone. He then walked me over to the service department. The service department said they could not look at the vehicle that day, but said they would look at it tomorrow. I then asked the manager what my options were, and he again, reiterated that he was not the used car manager and it would be better for me to wait until tomorrow. Now getting frustrated and feeling a little brushed off, I told him that I wanted to exchange the car today. I asked him what kind of car I could exchange it for, and he informed me, after briefly confirming with another salesperson in his office, that the vehicle could be exchanged for a new or used car. I thought this was great news, considering the only other vehicle I liked was the CX-5 and we had already priced it out on the 31st. Now almost 12pm, the sales manager offered to have another sales associate take me for a test drive but also said I could wait for Jeff. Being a loyal customer, I opted to wait for Jeff and pulled out my bagged lunch which I planned on eating at work that day. At 1PM Jeff arrived and I started to feel more comfortable that this situation was getting close to being resolved. We would switch to the new CX-5 and all would be well. However, another sales manager arrived. And it’s as if the previous 3 hours never happened. This manager started from the beginning again, as if there was nothing wrong with the FJ. Contrary to the previous manager and sales associate, he explained to me that Browns policy would only allow me to exchange for another used car today. And I could only exchange for a new car, if I went through a process which could take “a few days” to confirm a problem with the FJ or if the service manager could recreate the problem during a test drive. How quickly things had changed. I was again introduced to the service manager. I described the issue again, and he agreed to go for a drive. Within the first hundred feet and first stop sign, the service manager applied the gas; the car engine revved up and then bucked us forward. He explained that this was a common occurrence known as “gear hunting.” OK, I may not be a mechanic but transmissions are designed to go into the right gear every time. He then proceeded to drive down and up route 28 revving the engine. As I explained to the sales manager before embarking on this “test” drive, the problem only occurred twice on our trip to Richmond, so I’m not sure if the car would recreate the problem again. After returning, the sales manager said that he would only exchange the car for another used car on the lot. After already surveying the other used cars in your lot I reluctantly agreed to test drive a couple other used cars. Long story short, I didn’t want either of them. However, given the choice of action today or questionable action tomorrow, combined with the fact that it was now approaching my fourth hour at your dealership, I picked a Nissan Murano. A nice car, about a thousand dollars more expensive and something my mother would drive, but a nice car. However, this nice car had a very odd smell to it. The finance person, not the service technician was kind enough to order a new cabin filter for my car after discovering the original cabin filter had never been changed. During the next several hours I waited for the Murano to be washed and for the cabin filter to be changed. Since the finance employee was the only individual who knew how to change the cabin filter, I waited until approximately 5 PM to leave your dealership. I repeat, none of the service people knew how to change the air filter. These are the same individuals I was meant to trust diagnosing the problems with the FJ Cruiser. I watched the manager who initially greeted me in the morning, get-off work while I continued to wait. To summarize, after 12 hours in your dealership between two different days, I’m driving away with a higher car payment for a car I really don’t want because you sold me a car with real problems. This was not a buy happy experience and I have lost complete confidence in your dealership and your brand. I will most likely trade this car in, at a significant loss, to another dealership that will hopefully do the best to keep my business, not the very minimum. Your dealership failed to provide good and very basic service at multiple levels here, I can only hope that someone in your office will recognize this and make attempts to fix them moving forward. Very Sincerely, Mr. Scott D Fogelgren More

I came in to test drive a Mazda3, as I need to purchase a new car in the next few weeks. I spoke to the receptionist, who asked me to wait for a salesmen to help me. A salesman came over to me and asked if I new car in the next few weeks. I spoke to the receptionist, who asked me to wait for a salesmen to help me. A salesman came over to me and asked if I was a serious buyer. I said that I wanted to test drive the Mazda3, because it was at the top of my list of cars that I wanted to purchase and I needed to buy a car within the next few weeks. The salesman informed me that he would only have time for people buying cars that day, for the rest of the day, and that I should leave. I told him that this was the only day I could come out and test drive this car and I asked if he would have a few minutes to help me. He again informed me that he would only help me if I was purchasing a car today, and since that wasn't the case, he asked me to leave. I will not buy a car from this dealership or this salesman, and I recommend the same to anyone else. More

Our salesman, Eddie Willits, was knowledgeable and friendly, and not pushy at all. Pricing was very competitive, and negotiations were honest. Tony Oman in the Financing offfice was very professiona friendly, and not pushy at all. Pricing was very competitive, and negotiations were honest. Tony Oman in the Financing offfice was very professional and personable. Overall an excellent experience, and I would recommend Brown's Chantilly Mazda unreservedly. More

I had a month left on my lease of old Mazda 3 and intended to purchase it, however after talking to Jeff and Carlos - I instead drove away with a new 2013 Mazda 3... They worked with me on the mileag intended to purchase it, however after talking to Jeff and Carlos - I instead drove away with a new 2013 Mazda 3... They worked with me on the mileage I had gone over on the previous lease, noted a returning customer credit, upped my miles per year on the new lease so I won't go over like I had before - and ended up saving me money. The service was outstanding, including the fact that the make/model/features I wanted were on a car on another lot - so they sent me home with a loaner, then Carlos picked up my new car and dropped it off at my home ... and then he helped me sync my phone and go over all the new GPS features on the slick touchscreen. I already posted and told friends about the great experience I had and recommended not only a great car but also a great dealer. I almost *never* go and post reviews but this was exceptional. Thanks - love the new car! More

I went to Brown's after the DC auto show looking at the new CX-5. After meeting Matt and talking about the car we were sold. I got pricing from another dealer that was cheaper then what Brown's quote the new CX-5. After meeting Matt and talking about the car we were sold. I got pricing from another dealer that was cheaper then what Brown's quote but they still were able to bet the price and get me the car I wanted. When it came time to do all the paper work it was a little slow due to the ammount of customers buying that weekend but the went and bought pizza for everyone and stayed well past closing time to make sure all the customers were happy and got the cars they wanted. The staff was great throughout and the place had entertainment for kids (movies and a racing game) which my 6 year old loved. I'd definitely by another care from them and reccommend them to anyone looking for a new car. More

I was in a bad situation. My old car needed a lot of work done, and I just wanted another car for transportation. I was already preapproved through my credit union for a loan, and E.J was able to get me a be done, and I just wanted another car for transportation. I was already preapproved through my credit union for a loan, and E.J was able to get me a better rate. I was shocked, surprised and happy that the loan was not a concern for me. In addition, I had talked to Anthony before I had even arrived and he was friendly and accomodating of my concerns and needs. I was given a fair value for my trade in and bought another Mazda. I can honestly say this is the best car buying experience I've ever had and will definitely recommend it to others! More

The experience was transparent and up front. Our daughter was on a budget and her experience in her first lease was great. Everyone was friendly and helpful. They explained the programs features of the vehic was on a budget and her experience in her first lease was great. Everyone was friendly and helpful. They explained the programs features of the vehicle and included all charges broken out so they were visible in the lease. We completed the transaction and took delivery in about 2 hours start to finish including a test drive. The selection was good and there was zero deception. More

I took my 2010 Mazda3 in to have a suspicious noise looked at. I had 33,000 miles on the car and the warranty was coming due soon. I had my brother-in-law give a brief diagnosis of the noise (a mecha looked at. I had 33,000 miles on the car and the warranty was coming due soon. I had my brother-in-law give a brief diagnosis of the noise (a mechanic, but who doesn't "know a guy"?). I took the car in, relayed the possible problem and waited for the car. It took about 30 minutes and the service manager told me they could not replicate the noise because the car had warmed up. I expected this, and rescheduled to drop the car off at night so it could be looked at the next morning, thus ensuring the car would be cold enough to replicate the sound. The car was dropped off on a Tuesday night to be checked Wednesday morning. As it was just a diagnosis I was expecting a phone call by lunch. When I got no call whatsoever by 5:00pm, I drove up there to see what was going on. I figured either way I'd be getting my car back or be in a rental if they needed the car another day. After Rob (the service manager) checked with his tech for 10 minutes, he came back to inform me that they hadn't even touched my car that day, no one had looked at it. Credit where credit is due, I appreciate his honesty and not B.S.-ing me. They had two techs call in, were short hand and over booked. BUT, they couldn't get me in a loaner. I already had to re-arrange schedules in order to be without a car that day. I was infuriated that my entire day was wasted and with absolutely zero to show for it. In any market, from car service to fast food, this is ridiculously unacceptable. He apologized, and I felt he genuinely was sorry, but what can you do? In fast food, you'd get a free meal...here? I can't get a free car, my whole day was wasted and my car wasn't even fixed. Now I'm running out of warranty miles to get this taken care of and there hasn't been so much as a follow up from them to see if they could help. I bought the car from them and the sale was great. Their service is clearly under-managed and lacking. More

From service to sales, this is a dealership you should avoid at all cost. In June, I took my Mazda 6 to have a check engine light resolved. They replaced an intake boot and gave the car back. Two days avoid at all cost. In June, I took my Mazda 6 to have a check engine light resolved. They replaced an intake boot and gave the car back. Two days later, the car died in traffic and I had to have it towed back to the dealer. The service advisor said he thought they may have inadvertently damaged a water valve causing the motor to overheat. They allegedly fixed it and certified it as road worthy. Two days and less than 40 miles later it died again. The verdict this time was that the head gasket was blown and the engine was ruined. The original service advsior? FIRED. This painful process took weeks and required lots of negotiation with the "main office" since they provided the diagnostic work for free. After more negotiation the dealership said they would put us into another car at "employee cost". We went to look at a few and selected a Honda Accord, but their "employee cost" was ridiculous. When we objected to the initial deal they tried to get us to sign up for A LEASE. Unbelievable. After more negotiation, we settled on an acceptable price. We went to close the deal today only to learn that they had sold the vehicle out from under us while we were actively negotiating the deal. Bottom line, steer clear of this dealership. They're disinterested, non-communicative, and indifferent to customer service. Total time investment on my part? Two months. Shop somewhere else and save yourself the hassle. More

I took my Mazda MPV in for service on 14 August due to I took my Mazda MPV in for service on 14 August due to engine stalling. The service shop diagnosed the issue and advised that it needed an indu I took my Mazda MPV in for service on 14 August due to engine stalling. The service shop diagnosed the issue and advised that it needed an induction service and fuel cleaning to fix the problem at a cost of $520. I was fine with that cost, but after the repair was completed they said, well that didn't fix the problem and now it needs, a new exhaust gasket and new exhaust manifold, new sensors, etc. etc. at a cost of around $2900. I clearly told the service shop earlier that I did not want to spend a lot of money considering the age of the vehicle and that I would prefer to invest my money in a newer vehicle. Earlier they said that the van was in good shape and mechanically sound and just needed minor repairs. This was the third service call over the past 4 months, and in which I previously spent $1600 for the repairs. On top of that, it took them 3 days for the inept repair job. In driving the van after repairs, it is in worse condition and now shows check engine light. Prior to the repairs there was no check engine light showing. Brown's Mazda, engages in a very dishonest and deceptive practice of advising that your car can be easily repaired at a nominal cost, and then they come back later and advise, its needs more repairs, codes are showing bad and you get hit with a very expensive repair bill. My recommendation is to not use Browns Chantilly Service to have any car serviced or repaired. My son recently bought a new Mazda from this location and had I known how bad and dishonest the business was, I would have asked him to purchase elsewhere. Be advised also, that once you bring the issue to their attention, they disregard your concerns and Brown's Chantilly clearly show that they do not care. More