Safford CDJR of Springfield- Service Center

**HORRIBLE SERVICE EXPERIENCE! ** If you value your car and sanity, do NOT come to Safford Chrysler Dodge Jeep Ram & Fiat of Springfield for service—especially if you have a 3.6L en ** If you value your car and sanity, do NOT come to Safford Chrysler Dodge Jeep Ram & Fiat of Springfield for service—especially if you have a 3.6L engine. All other engine types seek service at your own risk. We recently took our 2018 Chrysler Pacifica (approximately 71,000 miles) in for a misfire in cylinder 5 and a sloshing noise coming from the engine (yes, I figured it was bad news). It turns out the head gasket failed, and the cylinder head needed to be replaced. Safford provided a service estimate (not cheap), and I proceeded to call Chrysler/Stellantis HQ (a head gasket/cylinder head shouldn’t fail around 71K miles). Initially, Chrysler/Stellantis HQ agreed to assist with the repair costs. But then, Chrysler/Stellantis HQ called Safford to check on my vehicle and Safford’s Service Manager intervened, convincing them to back out because my issue was caused by “overheating” and should not be covered. Here’s the kicker: there were NO signs of overheating—no temperature gauge alerts, no smoke from the tailpipe or engine. Even the initial technician who provided the initial quote said NOTHING about overheating. The disrespect and lack of customer care were staggering. Safford’s service manager was rude and dismissive during our initial phone conversation. The General Manager? He was more interested in my post-service feedback than in addressing the major engine issue at hand. The only silver lining was Aaron. He seemed like he genuinely cared about Safford’s customers. After the repair, I asked the Service Manager and GM what caused the overheating. Their response…“I don’t know.” I pressed further, asking how I could prevent this in the future. Again, “I don’t know.” Their only advice? “Look for signs of overheating”—the very signs that were nonexistent from the start! If you want your car handled by a team that cares more about their feedback/public image and couldn’t care less about customer service, then by all means, go to Safford. But if you value your vehicle and peace of mind, stay far, far away from this dealership. More

Cannot say enough HORRIBLE things about this so called dealership. First off, customer service is not their forte. We have never experienced such horrible customer service. We would get promised simple th dealership. First off, customer service is not their forte. We have never experienced such horrible customer service. We would get promised simple things like a loaner car, or even a phone call with updates and never get them. We had our truck towed in to be fixed after it wouldn’t start. They had the truck for a week before they called us and told us that they didn’t know what was wrong with it. They started replacing random parts on it, $2,000 dollars worth of random parts. Only for my husband to then pick up the truck and the throttle stuck as he was driving away and it could have killed him. They then took the truck back in declaring they wanted $800 just to look into the engine and what was wrong with it! They took the engine completely apart to decide what parts they felt like replacing this time. Which included everything they had already replaced and $2,200 worth of new things! While they had our truck for over a month they went back on their word multiple times. They stated that since they couldn’t find the use they would give us a loaner, they never did. On top of this already stressful interaction and having our truck in the shop with no idea what’s wrong for over a month we have JOE. Let me tell y’all about Joe. Joe was dismissive of every concern we had and tried multiple times to gaslight us into believing the truck was fine. He completely dismissed all of my concerns when we picked the truck up. Including the concern of the fact that they tried to return the truck missing the lid to the transmission fluid reservoir. He went as far as to tell us there was never a lid… and they never touched that part of the engine. But yet proceeded to tell us how they pumped the radiator fluid out.. AFTER Alex had told us he topped off the radiator fluid due to a leak. Make that make sense. I cannot rate this entire experience as horribly as I want to or state how I feel about the entire Stafford dealership. We spent over $4,000 and over a month of time on this repair only for them to be dismissive throughout the whole process. The only person we can recommend at this shop is the shuttle driver as he was understanding and incredibly nice to me and my husband during these times. Also, I’d like to add I have a family member who owns a Dodge, Jeep, Ram and Chrysler dealership he would never allow this treatment. More