Safford Brown Hyundai Fairfax

DO NOT TAKE YOUR CAR TO THIS DEALERSHIP I brought my car into this Hyundai dealership on may 9th, 2024 because I had a check engine light and the acceleration felt sluggish. My service advisor Josh then proceeded to advise me that the motor needed to be replaced and it would be covered by Hyundai. That process took over a month and when it was finally done I picked up the car and the check engine light was still on. They told me it was an o2 sensor but the car should drive fine. On my way home, the car was still showing signs of the same sluggish acceleration and I brought it right back. Upon having the car for another week Josh advised me that the car was showing codes for the turbo and I needed to pay $1,112 out of pocket to replace it. So I did just that. Once it was done weeks later I picked up my car and after driving it for 2 miles it began having the EXACT same issue. So I took it back AGAIN. After having the car for over a month they finally called me to tell me my catalytic converters were melted and needed to be replaced and it would cost me $4.800. I declined and picked up my car and took it to another shop that I paid $150 for them to take apart my exhaust and they showed me the they in fact did NOT need to be replaced. I later called the dealership to express my frustration and spoke to the service manager, Derrick who was extremely rude and unprofessional and ended up hanging up on me. The service department at this dealership is dishonest and unprofessional. Take your car anywhere but here.

I am extremely disappointed with my experience. After signing a lease, I discovered that I could have received the exact same vehicle for $3,000 less at another dealership in the area. I feel misled and pressured into a deal that wasn’t competitive, and the customer service was far from satisfactory. I would strongly advise others to shop around and be cautious, as my experience with Joseph McNutty and this dealership has left me feeling cheated. I would strongly recommend improving transparency in the pricing and negotiation process. Customers should feel confident that they are getting a fair deal and not discover after the fact that they could have received a significantly better offer elsewhere. Additionally, enhancing customer service by focusing on building trust and providing clear, honest communication would go a long way in improving the overall experience.

No one answers the phone, in service, ever. Not once. Calling to schedule service ended up auto-transferred to a central appointment desk in (maybe Fredericksburg). They set me up for an appointment on Saturday. I get there and turns out they don’t do diagnostic service on the weekend. Had to make another appointment for the next Tuesday. Dropped it off Monday night. It’s Saturday now and no loaner. Research shows the 2024 Santa Fe has known major transmission failure. All week I waited for updates. No calls. I called dozens of times each day. No answer. Of the only two call backs I got, confirmed it needs a new transmission. They can’t answer when the new transmission will be delivered and they are “waiting” for a loaner car to become available. Safford Brown sold me a vehicle they knew would need a transmission within the first few miles of driving. Can’t tell me when the replacement part will arrive, don’t have a loaner car available. Don’t answer the phone or return calls. Don’t. Other to call updates. 1 star is too good of a rating.

Only giving one star because that's the minimum I can give. Service department is worst I've ever dealt with. Brought my plug-in Sonata in yesterday (Friday) to address the "check HEV system" light, and was told I had an appointment for 7 am Saturday, and received the card, direct line, and cell phone number of the service consultant to contact if I hadn't heard anything by 11 am. By 2 pm I called and texted as instructed, having heard nothing. No response. By 4 pm with no one answering calls to the service department all day and the service consultant not replying to my calling/texting, I got ahold of a new car sales representative, who figured out that the service department had not even gotten to my car yet. They close at 5 today and are closed tomorrow, meaning I have no car for work on Monday and no ETA on my car or diagnosis/cost estimate. And my car is stuck with them. Completely unacceptable.

Marvin Jones, Sales Consultant, was very patient, and he was very diligent in communicating to me after the 1st visit until the time of purchase. Marvin is a true professional. And Lou Igbon, Sales Manager, was a true decision-maker to facilitate to make sure the sales went through thoroughly

Bad experience at the service department, They do not honor the Hyundai warranty agreement, so consumers beware of there tricks and do not buy any cars from them. They are disgrace to used car dealers.

Service department and manager Derek does not answer the phone. No call backs. Stafford Brown has been a huge disappointment. On the 12th of this month, I picked up my Genesis after it was serviced for an oil and filter change. There was also diagnostics performed. On the 24th, the Check Engine light came on- less than two weeks had passed and less than 150 miles since the service was completed. I took the car back and stood in the Service bay for almost 15 minutes until someone assisted me. The previous service advisor, Miguel was on the phone for the duration of my stay- don't think he was speaking with a customer for that length of time. Another advisor told me that I had to make an appointment for the following week and that there would be a diagnostic fee- over $200.00...really? I did not think that this fee was fair since it had been such a short time since service had been performed. I phoned several times in an attempt to speak to the Service manager, Derek. I left two voicemails. I even called the Sales manager and left him a message as well. NO CALL BACK! After a 5th attempt, I asked a service representative to please contact the Service manager. He eventually called and stated that there was no voicemail on his phone from me. He explained that I would not be charged for any mistakes they may have made. On Friday, the Check Engine light went off. I then tried to phone the Service department at least 7 times this past Friday and Saturday to try to cancel my Tuesday appointment. Guess what- no one answered the telephone. To me, this is a lack of customer service. No one answers the phone, no one calls back at Safford Brown. To top it off; I phoned Monday morning to cancel my Tuesday appointment. I was assured that this would be taken care of. This afternoon, I receive a phone call from Safford Brown reminding me of my Tuesday appointment. The woman said she had not been told and apologized. Later this afternoon, I received a reminder email for my Tuesday appointment. I phoned again and reached out to the Service manager Derek, I just get his voicemail saying, "No one is available to take your call". It is very evident that Safford Brown has poor communications with their customers and within their own team. I would stay away!

I am extremely dissatisfied with the recent change in ownership to Stafford Brown - I don't believe there was a true change. The dealership is in the same location, the same people work there and my login from the old site works. Definitely feels like a scam to no longer offer these items. Prior to this "change", I was a loyal customer motivated to purchase from Hyundai Fairfax because of their "free oil change and Virginia state inspection for life" guarantee. I had asked for the recall to be done along with the VA state inspection and an oil change. I hadn't been for a year bc I work from home and barely drive my car. didn't expect to pay anything for the work today, but when I went to get my car, I was told I had to pay $117 dollars and that my oil change and Virginia state inspections for life were no longer valid. I was shocked, no notice went out via email or snail mail etc. I was also not told about the charges until I went to get my car. Will no longer be going back for service OR buying my next car from there.

Unfortunately, this car dealership has plummeted since Safford Brown acquired Fairfax Hyundai. Depending on your service person, be mindful of wait times, how far a shuttle will take you and hidden costs. My particular service person who was new accused of me being inaccurate with my comments of what needed to be done which was way out of left field. He mentioned there were legality factors. I'm a lawyer and again, had no idea what he was trying to explain. I will be taking my car to a more local shop in the future. Do better, Safford Brown!

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 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.