Safford Chrysler Jeep Dodge Ram Fiat of Winchester

Don't Walk...Run far away from this dealership I've noticed that most of the positive reviews are for "sales", and the negative reviews are for Service. Please do yourself a favor and don't purchas I've noticed that most of the positive reviews are for "sales", and the negative reviews are for Service. Please do yourself a favor and don't purchase from a place that won't service your vehicle with integrity. I purchased my Dodge Ram 1500 Ecodiesel, Longhorn edition with an Extended Warranty in May of 2015. I had a decent experience with the sales team, and would be returning to the Winchester location for routine service. I recently went to the dealership to request all of my invoices printed out, and will reconcile my experience in contrast of what is actually documented on the dealership’s invoices. I have personal emails with my wife from 2016 referencing an appointment that was made for the roof rattle I had been experiencing and a check engine light. (Reference invoice DOCS69821, there is no reference of the rattle I reported., only “General Concern”) However, upon return of my truck was told that the technician who could assess the rattle was not in. At this point, the rattle was a new and inconsistent issue so it was not a huge deal. Following this incident, I mentioned the issue every routine service specifically. I was disturbed to find that the first mention of this issue in Safford’s records appear on an invoice from January, 6 2018 (Reference invoice: DOCS102301). This is disturbing because this is not an honest business practice and not even close to the first time reported. During this January 2018 appointment, I was told that to determine exactly what the issue was, a technician would need to isolate the issue and Safford would have to charge me $250.00 to remove the headliner to further diagnose the issue, and then maybe possibly they might find something that may be covered by warranty- but either way no way to get around this fee. I want to specifically address the encounters I had with this team at the Safford Winchester location. A satisfaction survey was sent following the January 2018 visit and I made sure to detail the situation and history of this issue. Becky, followed up with a pleasant call and was concerned with my experience, and asked me to please re-take the survey as those results impacted her job and she promised to make this right. I returned to the dealership (Reference invoice: DOCS102569), but again was told there was no way to get around this fee (Becky quoted me an amount of $200.00 at this point), and that my best bet was to call Dodge Corporate in hopes they may be able to help. I called Dodge Corporate, they informed me that Step 1 for my case was to ensure my vehicle was in a service center so they could assist. We made an appointment with Safford for April 21st, 2018 to drop off the truck, as I would be out of the country for the week and they could be in possession of my truck while the entire situation was assessed between Dodge Corporate and the dealership. I made sure to leave a detailed note with my keys at the drop off to brief Safford of the nature of the appointment, and to not complete any work that would require money out of pocket. On the morning of Saturday April 21st, 2018 at 7:55 AM a “Service” Manager (called later to find out said manager’s name is Charles Waddell “Charlie”) called me to let me know he wanted to clear up some details regarding the note I had left with my truck. He proceeded to tell me there was no way around the “Diagnostic Fee” of $140.00 (this is the 3rd price I’ve heard at this point) and that there was nothing he could do until I paid this fee. I proceeded to explain that I needed the truck in the possession of a service center for Dodge Corporate to move forward with my case, and that they would let me know if a fee would be required. An argument from the manager, “Well I’ve been the manager here the past several years and I’m telling you we won’t do anything until that diagnostic fee is paid”. I brought up the issue that this was also the third price for this “diagnostic fee” I had been given by members of this service team. I proceeded to question that if I had an issue with my power windows not working properly, if they would charge a diagnostic fee and no they wouldn’t. “Oh yes we would”, in an immensely combative voice at this point. (Reference invoice DOCS102301, where I had previously reported a drivers side power window issue that was assessed with no diagnostic fee). I said “No you wouldn’t and in fact” and Charles interrupted me again “Oh yes we would, I guarantee I would”. The experience with Charles does not end there. I re-stated that I did not want any work done until I spoke with corporate on the update of my case, and fee- and that I had previously called Miller’s in Martinsburg to explain the situation and they made no reference to a fee. He said “Well why don’t you have them fix it?”. I said “I guess we will see what Corporate says” , he followed up with “yeah, we will” smugly and rudely. When I said “alright”, he proceeded to HANG UP ON ME. That morning, on my way to the airport I returned to the dealership to get my keys as I did not want my truck in the hands of an incompetent manager who had treated me this way and hung up on me. Corporate put me in touch with Miller’s Dodge in Martinsburg to schedule an appointment for May 2nd, 2018. The technician was able to replicate the issue. The technician was able to partially open the headliner to discover a loose bolt. The technician was able to correct the issue. The technician secured the headliner back in place. I picked my truck up at 3:00 PM on May 2nd, 2018. My truck no longer has a rattler. Miller’s Dodge in Martinsburg DID NOT CHARGE ME. Miller’s Dodge was nothing but pleasant and honest. My final thoughts, I purchased an extended warranty with Safford of Winchester, I also regularly serviced my truck there. My father has bought a Dodge Ram from Safford, and routinely had his truck serviced there. My brother bought a Jeep Wrangler through Safford of Winchester, and I’m sure he was going to service it there. We will not be returning to Safford, and quite possibly not purchase any Dodge/Jeep vehicles at all anymore. That may be only three people that Safford had guaranteed truck sales and services through, but word of mouth is powerful. Had Charles not let his ego into the conversation, and been sympathetic to this ongoing issue, I may have even been suckered into this fee. However, in the age of social media, reviews, and the educated consumer— just a smile or good customer service can mean the difference between hundreds, thousands and tens of thousands of dollars in customer profit. Charles does not deserve to have the word “service” anywhere near his title, and I have never been treated so poorly by a business or person. More

New Jeep Purchase Bought 2nd Jeep from Jerry. Great sales experience as always. Will definitely enjoy this new purchase. Brad and Sam were also extremely helpful with a Bought 2nd Jeep from Jerry. Great sales experience as always. Will definitely enjoy this new purchase. Brad and Sam were also extremely helpful with aftermarket accessories and installation process and progress. More

Charlie was awesome Everyone was great, would definitely recommend to my friends and family. The place was very nice and clean. Great atmosphere. Will be going there from Everyone was great, would definitely recommend to my friends and family. The place was very nice and clean. Great atmosphere. Will be going there from now on when it comes down to buy/selling a car. More

New jero Friendly knowledgeable staff that took care of us. No pressure sales approach. Very fast sales process. In fact the quickest I’ve ever been able to pu Friendly knowledgeable staff that took care of us. No pressure sales approach. Very fast sales process. In fact the quickest I’ve ever been able to purchase a car. More

2500. Brian did everything possible to help us get what we wanted. He took care of the additional issues that the service department needed to fix. Brian did everything possible to help us get what we wanted. He took care of the additional issues that the service department needed to fix. More

Fantastic ! Mitch was great at explaining the car features to me and Maria was helpful in the financing. I love my new car and am so happy Mitch was great at explaining the car features to me and Maria was helpful in the financing. I love my new car and am so happy More

it was great It was our second vehicle that we purchased with Stafford. We were happy both times, and will be back again in a couple years. Our salesman was very n It was our second vehicle that we purchased with Stafford. We were happy both times, and will be back again in a couple years. Our salesman was very nice and helpful More

Quick and painless. Jamie Beans was good to deal with and very helpful. He took the time to connect my phone to the truck and program my home address in the navigation sy Jamie Beans was good to deal with and very helpful. He took the time to connect my phone to the truck and program my home address in the navigation system and that's something that he didn't have to do. He also was very knowledgeable on all of the high tech options and took the time to shop me how they worked which saved me time figuring it out myself. I feel I got a good deal on a really nice truck. More

Great experience!! I love my car!! I'm very pleased with the customer service, attention and patience received from Mike Brown. I'll definitely refer any family or friend to him and the I'm very pleased with the customer service, attention and patience received from Mike Brown. I'll definitely refer any family or friend to him and the dealer. More

Awesome staff The best sales team. Friendly and knowledgeable. I have gone to them for three vehicles now. Took my brother to buy a Jeep Wrangler as well. The best sales team. Friendly and knowledgeable. I have gone to them for three vehicles now. Took my brother to buy a Jeep Wrangler as well. More