Safford Brown Mazda Fairfax

DO NOT trust this dealership! Financial specialist Jason R. put an extended warranty ($5400) into our contract without explicitly explaining what it was or offering an option to d Financial specialist Jason R. put an extended warranty ($5400) into our contract without explicitly explaining what it was or offering an option to decline when setting up our monthly payment options. It wasn’t until my husband and I sat down and thoroughly looked through the paperwork to understand why the cost was SO much higher than reviewed on the floor that we realized this OPTIONAL feature was added onto our plan WITHOUT OUR CONSENT OR KNOWLEDGE. We IMMEDIATELY cancelled the plan both in writing and in person. All within 48 hours of the sale. When we met with Jason in person, he was argumentative and dismissive of our decision to cancel- saying “no one EVER says no” and insisting we were making a mistake. We shouldn’t have had to battle to remove an UNWANTED, unexplained warranty that we didn’t even request. It was SHADY salesmanship to the T. My husband even had to go back inside before we left to request a copy of the cancellation since we were not given one (which good thing- turns out we needed it). After a month of no updates, I went back to Mazda and manager Jake explained it took 4-8 weeks and assured the money would be deposited. No further contact or refund approaching 13 weeks. Cue the plethora of back and forth emails that followed— most dismissive— non of which the GM Trey R. responded to. I had to reference the breech of contract multiple times (far past the 30 day guarantee refund) and my desire to look into legal support to finally get answers and well, finally the refund. FINALLY got a refund on a warranty I cancelled 15 weeks after the request. What an absolute headache that could have been avoided with just standard, good practice. As a first time car buyer, I failed putting my trust is Mazda. Guess that’s why they warn you not to trust salesmen, right? More

*Disappointing Experience at Stafford Brown Mazda – Would Not Recommend** I recently had a very disappointing experience at **Stafford Brown Mazda in Fairfax** and felt compelled to share my story to help Not Recommend** I recently had a very disappointing experience at **Stafford Brown Mazda in Fairfax** and felt compelled to share my story to help others avoid the same mistakes. I live about an hour and a half away from the dealership, so I made sure to call ahead and ask if they were willing to negotiate a bit on the price of a used car I was interested in. Over the phone, they said yes. However, when I arrived in person after a long drive, they flat-out refused to negotiate. That should’ve been my first red flag. Still, I decided to go ahead with the purchase and traded in my old vehicle. The dealership operates in two stages: first, the sales team, who are all smiles and only highlight the positives of the car. Once you commit, you are sent to the finance department, and that’s where things go downhill fast. The finance staff were rude, unprofessional, and extremely pushy. Immediately, they began pointing out “issues” with the vehicle I had just agreed to buy, clearly aiming to **scare me into purchasing an extended warranty and other overpriced add-ons. They also sold me a service contract that turned out to be nearly three times the market price. On top of that, they charged me **\$949 for “consumer service,”** which I was told covers ongoing support—but honestly, it felt like I paid that for nothing. **No service or support was provided after the transaction. The next morning, when I realized I had been overcharged for the service contract, I reached out to cancel it. That’s when the real frustration began. **There was zero after-sale support**. The person who had handled my deal became unavailable due to illness, and no one else stepped up to take responsibility. Eventually, Pere tried to help, and while I appreciate his effort to put a bandage on the situation, it hasn’t been enough to fix the experience. In short, this dealership is all about making the sale—after that, you’re completely on your own. A name as big as Stafford Brown should know better. They would benefit greatly from opening a dedicated customer service department for post-sale issues, especially considering how many problems they create during the buying process. Also please read previous revies and you will find lots of clients have issues with the finance department. I don't know why the managers and top level guys are okay with this type of experiences. **Bottom line: I regret buying from this dealership and would strongly advise others to look elsewhere.** More

*Disappointing Experience at Stafford Brown Mazda – Would Not Recommend** I recently had a very disappointing experience at **Stafford Brown Mazda in Fairfax** and felt compelled to share my story to help Not Recommend** I recently had a very disappointing experience at **Stafford Brown Mazda in Fairfax** and felt compelled to share my story to help others avoid the same mistakes. I live about an hour and a half away from the dealership, so I made sure to call ahead and ask if they were willing to negotiate a bit on the price of a used car I was interested in. Over the phone, they said yes. However, when I arrived in person after a long drive, they flat-out refused to negotiate. That should’ve been my first red flag. Still, I decided to go ahead with the purchase and traded in my old vehicle. The dealership operates in two stages: first, the sales team, who are all smiles and only highlight the positives of the car. Once you commit, you are sent to the finance department, and that’s where things go downhill fast. The finance staff were rude, unprofessional, and extremely pushy. Immediately, they began pointing out “issues” with the vehicle I had just agreed to buy, clearly aiming to **scare me into purchasing an extended warranty and other overpriced add-ons. They also sold me a service contract that turned out to be nearly three times the market price. On top of that, they charged me **\$949 for “consumer service,”** which I was told covers ongoing support—but honestly, it felt like I paid that for nothing. **No service or support was provided after the transaction. The next morning, when I realized I had been overcharged for the service contract, I reached out to cancel it. That’s when the real frustration began. **There was zero after-sale support**. The person who had handled my deal became unavailable due to illness, and no one else stepped up to take responsibility. Eventually, Pere tried to help, and while I appreciate his effort to put a bandage on the situation, it hasn’t been enough to fix the experience. In short, this dealership is all about making the sale—after that, you’re completely on your own. A name as big as Stafford Brown should know better. They would benefit greatly from opening a dedicated customer service department for post-sale issues, especially considering how many problems they create during the buying process. Also please read previous revies and you will find lots of clients have issues with the finance department. I don't know why the managers and top level guys are okay with this type of experiences. **Bottom line: I regret buying from this dealership and would strongly advise others to look elsewhere.** More

I asked them to do the annual safety inspection earlier than the month required. They said “yes” and didn’t do it. I asked them to make sure my Michelin tires were at a specific air pressure and they didn’ than the month required. They said “yes” and didn’t do it. I asked them to make sure my Michelin tires were at a specific air pressure and they didn’t do it. They took the car back and put correct air pressure but only in tires on the driver’s side. They asked if I wanted a car wash. I said no because I had just washed and wiped the water spots off the car. They returned the car to me wet from a car wash. They took the car back and wiped it down. Now I’m wondering if they did the additional $600 service they suggested and I approved. I don’t have a way to check that unless the car breaks down on the road. Also, the service representative I saw only once, Olivia. Others did her work – she’s young so I guess she was in the back having fun with the guys. Is this normal service under the new Safford management or just disregard for female customers as usual under the old Brown management? Not sure. Everyone was polite and pleasant. But I need correct service. More

We had a really great experience at Safford Brown Mazda. We were in the market for a new car, and they were really helpful. We were able to do everything we needed to do in one appointment. We never felt pr We were in the market for a new car, and they were really helpful. We were able to do everything we needed to do in one appointment. We never felt pressured to buy anything extra--anything we turned down, they didn't try to change our mind. And that was a huge point in their favor. We're really happy with our new car. More

I have now worked with Loyalty Ambassador Mr. Kurt Collins on two separate occasions - once to move from a lease to a finance (Apr '24), and once to lease a new vehicle (Aug '24). In both instanc Kurt Collins on two separate occasions - once to move from a lease to a finance (Apr '24), and once to lease a new vehicle (Aug '24). In both instances, Mr. Collins distinguished himself by offering a comfortable approach to the task at hand. Mr. Collins was friendly, detail-oriented, and a true asset to the myriad of directly and indirectly-related questions. If you are in the market for a new Mazda vehicle, do yourself a solid and ask for Kurt Collins by name! More