Safford Chrysler Jeep Dodge RAM of Fredericksburg Service

Brett went above and beyond to help us out. Long story, short — 3 weeks ago we had an issue with my Jeep Grand Cherokee. We thought we may not be able to make it home to Maryland, since it was late on a Sunday, and the service department was about to close and could not fit us in. Brett, the service manage, saw that we were in a bind and came outside to talk to us. He took a few minutes for a test drive and was able to diagnose the problem as a relatively minor issue with the brakes. We were able to make it home that night thanks to Brett’s efforts. That is customer service! The dealership made no money on me, but definitely gained my appreciation and respect. Based on this experience, I would recommend this dealership for outstanding customer commitment and service. Thanks, Brett!

Service isn’t nearly as bad as people are making it out. Every time I go there and pick up my vehicle I’m taken care of. They are usually pretty quick to get the job done. No problems here.

1 star is being generous. The worst service department ever. Extremely shady, piss poor communication with their customers. Would not return my phone calls or emails. You couldn’t pay me to return to this joke of an establishment. Make the drive to a dealership in Woodbridge or Warrenton. Trust me.

Terrible service, followed by, over a year later, better than adequate service.
I brought my 2009 Dodge Sprinter passenger van in because the roof began leaking a great deal of water into the cabin out of the A/​C vents whenever it rained. I was told that it was the gasket around the roof-​mounted A/​C unit and paid nearly $ 900 to replace it.
Next time it rained the leak was still there and my kids got soaked. My wife took it back; this time the support agent kept her and the kids waiting, then insinuated that she was overreacting, that the leak couldn’t be that bad, and that it was just A/​C condensation. They called a day later to say that they could find no leak but would be happy to charge me to replace all of the A/​C tubing. I turned that down, but they ended up replacing it and not charging me. That was kind of them, but I knew it wasn’t the A/​C tubing.
Sure enough, the next time it rained the leak was still there and my kids got soaked. My wife drove it back to Safford immediately and showed the guy the wet seats and the water stain on the roof. They called a day later to say that they could find no leak and that water must be coming in through the door, so they would be happy to charge me to replace the door seal. The leak is clearly not related to the door! The ceiling around the door is fine, while the ceiling around the A/​C is water stained.
In the meantime, I researched the issue and discovered that it is a known issue for Dodge Sprinters with factory-​installed A/​C units. I sent Safford the documentation, including the Mercedes-​Benz produced tech guide to fixing it, only to be told by the service rep that he couldn’t figure out how to view the PDF attachments. I also discovered that according to Chrysler this known issue should be repaired free of charge!
When it rained this week I was ready with a video camera. I recorded the water pouring out of the A/​C vents as soon as the van was moved. I uploaded it to YouTube and sent the link to Safford, only to be told that they could not view YouTube at work and could not be bothered to forward the email to themselves at home to view.
I have been asking for my money back for months to no avail. I just want to take my van somewhere else where they might actually be able to follow a simple official service notice and fix the issue.
I am never taking anything to Safford again.
UPDATE: After posting this review and attempting to track down and email someone at Safford higher up the chain I received a series of nice calls from a gentleman with whom I had not previously dealt. He convinced me to bring the van in one last time and provided a loaner station wagon /​slash/​really small SUV sort of thing that was adequate to my needs with respect to carting around my children. They found that the gasket around the A/​C unit which had been replaced the first time (for nearly $ 900) had «rolled in» to the body and was not sealing things, so they replaced it anew. This may be convenient, since it would mean that the issue was not the known-​issue of the seals that should have been repaired free of charge and therefore they would not need to refund my money. The van roof has not leaked since, though, so I’m inclined to just move on.
It took over a year to fix the problem. I hope that it’s really fixed this time!