Safford CDJR of Springfield- Service Center

Safford CDJR of Springfield responded

Thank you for your feedback, we really appreciate it. We will be sure to thank Garrett for providing you with such amazing service. If there is ever anything else that we can assist you with, please always feel free to let us know. Thanks again!

Safford CDJR of Springfield responded

We are so happy to hear that, Kevin! Thank you

Safford CDJR of Springfield responded

Thank you for your 5-star rating, we do appreciate it. We were very sorry to hear that you were unhappy with the service that Sam provided to you. This information was given to our service manager to review for future training for our service staff.

SCMinivan responded

I now realize that the horrible customer service my wife received from Sam a few week ago was not an isolated incident. Last weekend, when I returned to Safford Service Department for an oil change on my vehicle, Sam doubled down on horrible customer service! Sam called me to the service counter since I was next in line and then began flipping out on me for giving him a poor review several weeks ago. It didn't end there; he refused to serve me and stomped off like a petulant child to get the manager. After a short wait, I was approached by the general manager, who courteously handed me off to another service advisor. He said that it was because of my bad review that Sam refused to serve me. I appreciated his candor, but I was shocked that Sam's refusal to service a customer was seemingly okay. Can a hospital "legally" refuse service to a customer because of a poor review? What about a department store or a restaurant? Many have tried and were successfully sued. With this in mind, Sam is a liability to Safford due to his fragile emotions, volatility, lack of professionalism, and propensity for overreaction. This time, however, Sam went too far. While waiting my turn in the service line, I was in the middle of recording a YouTube video to announce the release of my next book to my several hundred thousand followers. When it was my turn at the counter, I forgot to switch off recording and placed the phone down instead. What this means is that I inadvertently recorded Sam's entire tirade. "I don't care about reviews," Sam confidently informed me. "Feel free to write another," he said. There were many more unprofessional things that came out of Sam's mouth before he stormed off to summon the General Manager. Oh and I forgot to mention, his tirade occurred in front of other customers.....Wow! In the recording you will not hear an exchange of words. Instead, he had the floor all to himself and he took full advantage. I heard you loud and clear Sam, so I'll make sure everyone else in the D-M-V does as well via ALL social media platforms and beyond. I don't subscribe to the notion that the customer is always right; however, it is difficult to argue that I'm wrong when I have irrefutable proof recorded on my phone. I am sure with several hundred thousand followers I can get this audio/video footage trending on social media platforms in no time. Thank goodness for living in a one-party-consent state. Before signing off, I would be remiss if I didn't ponder the thought. What if Sam was black and I was white? Now, before Safford management leap at the chance to accuse me of making my encounters with Sam a racial issue, allow me to be clear. This has nothing to do with race, but EVERYTHING to do with white privilege. Pick any black employee at Safford and ask yourself these questions: *Would he/she be able to lose his or her temper on a customer for giving a poor review? Of course not! *Would he or she be able to double down on terrible customer service right to the customer's face? Of course not! *Would he/she be able to refuse service to a repeat customer with $130K+, in combined vehicle purchases (in the past 18 months) not including service visits? Of course not! *Would he or she be able to cherry pick his or her customers based on the review that he or she writes? Of course not? The black employees would be required to adhere to policies, practices, and professional norms of the dealership or find employment elsewhere. Once again, this is not a racial issue but a white privilege issue. Furthermore, there are plenty of incidents in which Mr. and/or Mrs. "Karen" reported on blacks for doing absolutely nothing wrong. Such was the case when I visited the Service Department for an oil change only to be verbally attacked and refused service by Sam. Yet, he went and called management on ME! I had a chance to speak with the Service Department Manager, and based on our brief yet pleasant conversation, it's evident that he has high standards for his service department personnel. Likewise, I met the General Manager and like the Service Department Manager, he sets the bar high as well. With that being said, Sam reflects poorly on the dealership as a whole. You must be thinking that Sam is a tough guy. Far from it! Similar to how that chump Will Smith hit someone that is a third of his size, cause he knew there wouldn’t be any repercussions, Sam ensured his tough-guy-bravado routine was performed on the other side of the service desk partition. I'm strongly opposed to violence, but I'm also adamant that I will not be provoked when it comes to protecting myself and my family. Words, as far as I'm concerned, are just words. Although, I'll avoid Sam as much as I can, my concern is how much more emboldened Sam has become on each visit. I'm hoping (even praying) that Sam uses good judgment in the future. If he ever tries to escalate his verbal attack to a physical one, I can only hope that Safford has an excellent health insurance plan. This I can 1000% guarantee! Since I have a recording of Sam verbally assaulting me and refusing to provide me with service, maybe I should explore my legal options. Hmmm........

Safford CDJR of Springfield responded

Thank you for your feedback, Thegilberts6006. This information will be given to management for improvements to our process to better assist our clients moving forward.

Safford CDJR of Springfield responded

Thank you, James!

Safford CDJR of Springfield responded

We're so happy to hear that, Tadmommy! Thanks for the great feedback - we look forward to your next visit!

Safford CDJR of Springfield responded

That's so great to hear! Please let us know if there is anything else that we can assist you with in the future.

Safford CDJR of Springfield responded

We're so happy to hear that, thank you!

Safford CDJR of Springfield responded

That's great to hear, thank you!

Safford CDJR of Springfield responded

We're very sorry to hear about this. Your feedback is very important to us and has been given to management. Unfortunately we are unable to locate contact information for you based on the name on your review. Please reach out to a member of our management team when you have a moment at (703) 866-1700.