Alix Webb

Hopefully, this doesn’t happen to you… I brought my car in for a service appointment to have the rear camera replaced per a recall notice. I was told by the service rep at 5pm that it would be about an hou in for a service appointment to have the rear camera replaced per a recall notice. I was told by the service rep at 5pm that it would be about an hour and he would call me. He confirmed my cell number, and advised that because of the renovation I should wait across the street at Starbucks. At 7pm, no one had called so I walked back over to the dealership to be told that everyone from Service had gone home! My car was still parked (and unlocked!) in the parking lot. The Sales Manager told me he wouldn’t call anyone from the Service department to return to the dealership to retrieve my keys (which also included my house keys) from the safe. He even claimed to not know anyone in Service, not even the Service Manager, or how to contact them! I understand the departments are separate, but I don’t believe that he didn’t know how to get in touch with someone after-hours. I took a ride-share home, while a relative who lives 30 minutes away drove to meet me at my house with spare house keys. That relative drove me back to the dealership around 9pm with my spare car keys and drove my car home. I’ve since discovered that I could have driven home using the Hyundai app without the key fob present. [Imagine being the Sales Manager and not suggesting that as a backup solution to a frustrated and panicked customer.] I returned to pickup my keys the next morning. Much to everyone’s surprise and confusion about how I was already in possession of my car, which makes me wonder if my car had been stolen from the lot how long it would have taken for anyone to notice. I’ve been a customer for several years with two vehicles. but I will never return for service with this dealership again. More

Report | Print

Hopefully, this doesn’t happen to you… I brought my car in for a service appointment to have the rear camera replaced per a recall notice. I was told by the service rep at 5pm that it would be about an hou in for a service appointment to have the rear camera replaced per a recall notice. I was told by the service rep at 5pm that it would be about an hour and he would call me. He confirmed my cell number, and advised that because of the renovation I should wait across the street at Starbucks. At 7pm, no one had called so I walked back over to the dealership to be told that everyone from Service had gone home! My car was still parked (and unlocked!) in the parking lot. The Sales Manager told me he wouldn’t call anyone from the Service department to return to the dealership to retrieve my keys (which also included my house keys) from the safe. He even claimed to not know anyone in Service, not even the Service Manager, or how to contact them! I understand the departments are separate, but I don’t believe that he didn’t know how to get in touch with someone after-hours. I took a ride-share home, while a relative who lives 30 minutes away drove to meet me at my house with spare house keys. That relative drove me back to the dealership around 9pm with my spare car keys and drove my car home. I’ve since discovered that I could have driven home using the Hyundai app without the key fob present. [Imagine being the Sales Manager and not suggesting that as a backup solution to a frustrated and panicked customer.] I returned to pickup my keys the next morning. Much to everyone’s surprise and confusion about how I was already in possession of my car, which makes me wonder if my car had been stolen from the lot how long it would have taken for anyone to notice. I’ve been a customer for several years with two vehicles. but I will never return for service with this dealership again. More

Report | Print

My experience was terrible. I bought hundai kona 2023 on may27 after a Month I received bill they mentioned some amount in my bill.I try to talk with dealer they didn't receive I bought hundai kona 2023 on may27 after a Month I received bill they mentioned some amount in my bill.I try to talk with dealer they didn't receive my call .I go there they said we will resolve your issue with in 2 weeks.but still they didn't do nothing.since last Sunday my car engine light came on.The lady who talk with me she was so rude.There service so bad.I talk to them they said you need to get appointment and we have no any appointment available at this time.its only 4,750milage it's new car.Its my first experience it's so bad. More

Report | Print

Dear Hyundai Fairfax, I am writing to express my extreme dissatisfaction with the recent change in ownership to Stafford Brown. Prior to this change, I was a loyal customer motivated to purchase fro extreme dissatisfaction with the recent change in ownership to Stafford Brown. Prior to this change, I was a loyal customer motivated to purchase from Hyundai Fairfax because of their "oil change for life" guarantee. However, since Stafford Brown took over, the level of customer service has been appalling. Recently, I encountered a serious issue with my newly purchased 2022 Tucson. The engine light was constantly coming on, and the car was shaking whenever I accelerated. When I contacted Hyundai Fairfax where I bought the car, I was shocked to receive such dismissive treatment. Stafford Brown's team informed me that they had no availability until the following week Thursday to repair my car. Frustrated and disappointed, I had no choice but to call around to several Hyundai dealerships in the area to secure an appointment. Despite my efforts, my car was never fixed because they could not even find the code for the issue. This entire experience has been incredibly frustrating and has severely damaged my trust in your dealership. As a customer, I expect better service, especially after purchasing a vehicle from your establishment. I urge you to address these issues promptly and restore the level of service that your customers deserve. Sincerely, Unhappy Customer More

Report | Print

After making a huge mistake buying a 2023 Tucson, the hits just keep on coming. First time I tried to schedule the 7500 mile service visit, it took 3 weeks to get in. The 15k service is also 3 weeks out. hits just keep on coming. First time I tried to schedule the 7500 mile service visit, it took 3 weeks to get in. The 15k service is also 3 weeks out. With Nissan, I could get same or next day appointments. I realize that there are a lot of Hyundai cats on the road, but they shouldn't all be in the shop at the same time. You can never speak to anyone when you call except a central reservation person who can only set up an appointment 3 weeks away and message the service rep. The service tells are not good at responding. They need a better system and bigger facility. I can't wait to pay off this car and never get a Hyundai again. Now I have an emergency. My head tank door is jammed and I'm almost out of gas. I need this car fixed tomorrow! More

Report | Print

Went in for a 60,000 service on a Sonata and was shocked I had to pay for everything. No free oil changes any more, no free State inspection anymore, wouldn't honor my 10% coupon, that they sent to me. The I had to pay for everything. No free oil changes any more, no free State inspection anymore, wouldn't honor my 10% coupon, that they sent to me. The scheduled service was $435, as expected, but then I was slapped with paying over $200 for parts! xxx! You would think parts are included in the outrageously high service charge. They even charged $2.47 for the freaking gasket that already comes on all oil filter. Ridiculous! Then, they called to say it needed brake calipers and pads and four tires...I said reject it on the State inspection so could install brakes myself for one fourth what they wanted. When I got the car back, it was clear I was lied to and they instead rejected it for worn tires, yet the tires have ample tread remaining. I checked the brakes and they are fine (and not listed on the inspection report). Then, to top off lying to me over the phone about brakes to pump me for more cash, they failed to call me back to say it was ready. I went in late to get it and they said they closed the order so couldn't give me the 10% discount. Next day we called the service manager, but he refused to call us back. Service sucks, prices suck, employees lie and cheat, manager doesn't care...why would anyone bring a car there for service? I will never go back Safford Brown Fairfax again. Would rather support my local garage where they do care and don't rip-off customers. More

Report | Print

I took my vehicle in for $550+ service and returned to find the audio system was broken. The service representative initially told me that the dealership would pay for any cost that Hyundai corporate was find the audio system was broken. The service representative initially told me that the dealership would pay for any cost that Hyundai corporate was unwilling to pay for the replacement but at the end of the day they would not fix their error without me paying all cost that corporate would not cover under my warranty. I've been coming to this dealership for years (before it merged with Safford Group) and always received great service. I will now be going to a different dealership for my service and purchase transactions because they were unwilling to fix damage that their technician caused to my audio system. More

Report | Print

I don't even want to give them one star. I set up an appointment 2 weeks ago, and I went to the dealer for service. The service department employee explained my service charge, so I said j I set up an appointment 2 weeks ago, and I went to the dealer for service. The service department employee explained my service charge, so I said just do it. But he keeps saying, he needs to charge for my service, then suddenly he said I need to talk with their manager. So I got frustrating I raise my voice, just do it my service. Then they said they can't do my service because I raise my voice. The service department employee doesn't understand what I'm saying. They refused to me. They just kick me out. More

Report | Print

I came in for a non-functional power lock on one door, and an oil change on my newly-purchased 2016 Hyundai Tucson. Eight hundred dollars later, I had a functional power lock and clean oil/filter. MANY and an oil change on my newly-purchased 2016 Hyundai Tucson. Eight hundred dollars later, I had a functional power lock and clean oil/filter. MANY upsell options were added to my service and repair without consultation or even notifying me, service advisor also did not discuss them when given the invoice. Looking for another Hyundai dealer in the greater NoVA area that is more customer-centric. More

Report | Print

Up sell and over charge service model I dropped my vehicle off having already diagnosed the problem. A simple hose replacement. I was called by a rep who proceeded to try and up sell me on I dropped my vehicle off having already diagnosed the problem. A simple hose replacement. I was called by a rep who proceeded to try and up sell me on 4 additional services. I was originally told 99.00 for the replacement for the hose replacement. After it was completed the total amount was 390.00. Please do not use this dealership. Their customer service and transparency is horrendous. More

Report | Print