ComplaintsforFarrish of Fairfax Inc

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After a bad experience at the service department at the Fair Oaks **** dealership. I went to the service department at this one thinking that it would be better. I brought it in for a major repair. I told them that I thought the noise was my rear motor mount since the other dealership did not change it. But still asked that they check to be sure. I also asked them to check the debris shield underneath the car because it looked like it was dragging or coming off. They didn't get that right in the notes to start with and did their "multi point inspection". They told me the rear motor mount needed to be replaced and I needed some fluid flushes. This was it at this point. They had my car for that one day and claimed to have fixed it within a couple of hours. When I drove it off the lot it was louder than when I had initially brought it in. I told them this and brought it in as soon as I could which was the following Tuesday for them to look at it again. They then had my car for 1.5 days. It took me 2 phone calls and an email just to find out what was going on with my car. This is when they came back telling me that my left CV boot was bad and only that. Which they would have to replace for another $1,330.00. When asked why they didn't catch it the first time especially since they had my car on a lift, they said it wasn't bad then. The mechanic that repaired my car correctly said it has been like that and couldn't just happen all of a sudden. They did not look at the cause of the issue and was going to charge me for work to be done that didn't need to. They also neglected to look for the issue initially when they had my car the first time for the rear motor mount repair. This all happened 02/2023 and turned out to be my axle rubbing on the subframe, the bolts on the transmission mount were not even tight, and my transmission was resting on the subframe. All that by the pictures could have been caught by just looking at it. I want a refund on the work done by Farrish.

  Business response

  03/21/2023

  --------- Forwarded message ---------
  From: ******************* <***********@farrishcars.com>
  Date: Tue, Mar 21, 2023 at 10:27 AM
  Subject: Complaint ********, ***********************
  To: Dispute Resolution Team <[email protected]>
  
  Hello,

  
  

  We have received the complaint from *********************, response below:

  
  

  The customer came in for service on her 10 year old ***** **** with roughly 130,000 miles earlier this year. The customer's main concern was that a vibration noise occurs when starting the vehicle (see attached RO). There was also a concern regarding the debris shield hanging off of the vehicle or being loose. The customer states we did not get this right in the notes but I'm not sure exactly what the customer means. The RO states "Panel Underneath vehicle is hanging down and needs to be re-secured. Please Check & Advise". 

  
  

  We diagnosed the vehicle and determined that a new motor mount was needed to remedy the noise that occurs when starting the vehicle. We relayed this to the customer and the customer approved the work. We replaced the motor mount and the noise at start went away. The customer also had a state inspection and smog inspection as part of the service.

  
  

  The customer came to pick up the vehicle, and sometime after the customer had driven away, the customer informed us that the vehicle had a vibration during acceleration. Given we were told by the customer the issue was during start, and not during acceleration, we diagnosed and ultimately repaired the concern of noise at start. The customer says the repair was unneeded, yet if that were the case, you would assume the customer would have stopped when he picked up the vehicle if there was still a noise before driving away. The customer started the vehicle, and drove away, and at that point there was additional concern about noise when driving, but not when actually starting the vehicle. 

  
  

  The customer came back in days later to address the noise/vibration during acceleration. At that time we determined a concern with a torn CV boot. The customer states that this is something that should have been identified during the first service, however, this was not of issue during her first service. If it had been, the vehicle would not have passed the state inspection that was completed on the customers first visit. It is not at all unreasonable, on a 10 year old, 130k mileage vehicle to have a component fail at any time, or after a repair such as installation of a motor mount, however, that does not make us responsible to cover a customer's bill. The customer did not have any work done with us aside from the first visit. 

  
  

  Thank you, 

  --

  *************************

  Operations Director

  Farrish of Fairfax Chrysler Dodge Jeep RAM

  Office: *******************

  9610 Fairfax Blvd, Fairfax, VA 22031

  *******************

  Customer response

  03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  The vehicle came in for an initial repair on the rear motor mount. The age of the vehicle and miles has nothing to do with the negligence of the mechanics on seeing that the transmission mount was not aligned properly. The mechanic that actually did the repair after it was taken here even stated that this is not something that would just happen. It was something that was already like that when it was taken into Farrish for repair. When I took it to them for the initial repair they had stated to me that it was only the rear motor mount that was causing the issues and also requested some fluid flushes during their multi point inspections. I had pointed out that my debris shield underneath looked like it was dragging and asked that they please repair that. When I came to pick up my vehicle I had paid online for the repair and was told to go to the cashier for my keys. No one went over what they did to my car at that point. 

  After I drove off there was traffic since I only live 8 miles away from this dealership. I drove it to work the next day and noticed that my car was even louder than it was when I brought it in for the initial repair. I then reached out to them about this issue and parked the car at my house till I was able to set an appointment with them to bring it in on a day that I took off of work. They then held onto it for a couple days and told me it was a CV boot then wanted to replace the whole axle for $1,330.00. This is not proper maintenance for a customer and is instead negligence. As stated before, the mechanic that did the work on my car would even testify that what I am saying is true. The car should not have passed safety inspection because this issue was already there due to my transmission mount not being bolted on properly. That is why my debris shield was hanging down and that is why if the dealership looked at the pictures and the CV boot properly, they would have caught that the transmission mount was sitting on the mount of the vehicle. 

  As for them not doing work on my car before. I have been there before for oil changes. I trusted that they would have done better than the other dealership, but I was wrong. They also tried to blame myself for the damage on the CV boot and the age of my vehicle. I have proper witnesses and proof as to what was wrong with my vehicle and what they did to it. 

  Regards,
  
  ***********************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 15th, I purchased a new Subaru ****** Premium edition from the Farrish Fairfax Subaru dealership located on ***** fairfax blvd, Fairfax VA for approximately $42,000.The dealership made a promise to replace the seats to leather-seats and replace the door panel to match the seats at the purchase of the car. We bought the car based on this agreement.The dealership said they would contact us in a week or so when all the parts come in to replace the promised parts.On 2/23/23, we texted the sales rep and received no response.On 2/28/23, we had still not heard from the dealership, so we called the dealership to get an update.The dealership said they never made the agreement to replace the door panels and just offered us leather seats, or small refund of $1800.We made it very clear that we wanted the door panels to match the seats and would have not bought the car if they were not replaced.But the dealership refuses to keep their promise and refuse to replace the parts in the new vehicle.They also said that they have no obligation to take the car back, putting us in a difficult position.

  Business response

  03/19/2023

  ---------- Forwarded message ---------
  From: ******************* <************@farrishcars.com>
  Date: Fri, Mar 17, 2023 at 2:52 PM
  Subject: ******** ALREADY RESOLVED
  To: Dispute Resolution Team <[email protected]>
  

  
  Hello,

  
  

  We got another complaint for customer *****************. See image below and please close this out, the customer has stated this issue is resolved.
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint in regards to service appointment on Wednesday January 25th, 2023 at 7:30AM regarding corrosion and paint bubbling on the vehicle doors. I had the vehicle into the dealership previously in November 2022 and the paint issue was not inspected because the warranty inspector was not available at the time. Due to that scheduling issue previously, before bringing the vehicle into Farrish CDJR in January 2023, I confirmed twice with the Farrish CDJR service center that the corrosion / paint issue would be inspected and evaluated at the January 25, 2023 service appointment. Via email and text message, I had two Farrish CDJR confirmations that the issue was corrosion / paint defect was scheduled for inspection and the standing service appointment time was sufficient. I dropped the vehicle off on Tuesday evening, January 24, 2023. After checking-in the vehicle with the service shop and leaving, the service advisor, ***********************, called me to tell me that the corrosion / paint issue would not be part of the services provided as: I didnt purchase the vehicle from Farrish and the auto body shop is too busy. Before picking up the vehicle on, I again inquired if the paint issue had been inspected. The service advisor informed me that a) no corrosion was seen, b) vehicle is out of the warranty period for this, and 3) Farrish CDJR does not accept vehicles for this concern that were not purchased from Farrish CDJR.I have attached photos of the corrosion / paint issues, not sure how Farrish CDJR didnt see this issue. Per the *** / **** warranty, the anti-corrosion warranty for outer panels (i.e., one that is finished in paint and that someone can see when walking around the vehicle) the warranty limits are 5 years or 100,000 miles. This would mean that my 2018 ************* purchased on May 31, 2018 with 47,723 miles would be well within the warranty coverage limits. In addition, the body shop confirmed they could do the repair by April 2023.

  Business response

  03/15/2023

  ---------- Forwarded message ---------
  From: ******************* <****************************************>
  Date: Wed, Mar 15, 2023 at 4:36 PM
  Subject: BBB Response
  To: Dispute Resolution Team  <[email protected]>

  
  Dear Dispute Resolution Team,

  
  

  Confirming receipt of complaint ******** for complainant *************************. Response below:

  
  

  We apologize for the miscommunication between ****** and the Service team. We do have an internal policy of only doing paint repair in regards to corrosion/factory defect on vehicles that were sold by us, however, after reviewing the complaint and seeing how there was miscommunication in terms of not letting ****** know about this prior to her visit on multiple occasions, we will complete the repair for her provided the corrosion/defects are approved to be repaired by ********** per warranty guidelines. Her complaint mentions that we told her her vehicle is out of warranty in regards to the corrosion. That is not the case, per the ** attached here, she was out of warranty for the concern she had on the rear windshield defroster (line C). She still has factory warranty coverage for corrosion. 

  
  

  To ensure no further miscommunication, I have informed our Service Director, ******************* (****************************************, ************) to expect to hear from ****** to get the process started. ****** says she spoke to someone in the body shop, but no one at the shop has any recollection of a conversation with her. The Body Shop is currently scheduled around 2 months out. ****** will need to bring the vehicle back to us so we may take pictures to send to ********** for approval, after which, she will need to be scheduled to have the repair done at our body shop.

  
  

  Thank you, 

  
  

  --
  

  *************************

  Operations Director

  Farrish of Fairfax Chrysler Dodge Jeep RAM

  Office: ************ x ****

  9610 Fairfax Blvd, Fairfax, VA 22031

  Customer response

  03/18/2023

  Complaint: ********
  
  I am rejecting this response because due to time constraints on the warranty period for the vehicles, I was unable to wait for months for resolution. I had been working with Farish since November 2022 to try to get this work completed and needed the warranty claim handled prior to May 2023. According to the Jeep policy, ANY manufacturer is able to complete the warranty repairs. While I understand ensuring that your vehicle purchasers are taken care of, not everyone is able to just simply return to where a vehicle was purchased. As I have dealt with Farish for other service issues, I would have expected assistance. In theory, I would expect any dealership to honor the warranty for the vehicle brand that they are associated with regardless. 

  
  

  Due to the delay in response, and honestly because I have no desire to deal with Farish going forward the issue has already been fully corrected by ***** ******** ***** **** in Tysons, who was more than willing to open a warranty claim and perform the work although they have never dealt with my vehicle previously.  
  
  I hope that the Farish purchasers get supreme service, because I would imagine with this kind of service being provided to other **** owners, the amount of those in a situation similar to my own, who had a previously hood relationship with Farish, will have no intent of returning when I decide to purchase my next vehicle. 
  Regards,
  
  *************************
  

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My **** ***** ******** needed repair, so I took it to Farrish for repair. The needed repairs were covered by the extended warrantee. However, the service representative up sold additional maintenance that I questioned. Note that I had under 77,000 miles on the car at the time of this service appointment. First, the service rep recommended that I have my coolant system flushed. The manual for the vehicle states that this does not need to be for 10 years or 150,000 miles. But he convinced me, he is the expert or is supposed to be. After the service was completed, I asked the service manager why I was told this needed to be done when the manual said otherwise. He because of the local driving conditions (city driving). Next, the service rep said that I needed to have my cabin air filter replaced. I had just replaced it 3 months earlier, so I said no. Then the service representative said that I needed to replace the sparkplugs. I questioned this recommendation also because the manual says to replace the sparkplugs at 100,000 miles. I didn't need it yet, but he once again convinced me. He is the expert, right? No, he was up selling me, and I fell for it, again. I asked the manager why I was told this needed to be done when the manual said otherwise. He had no reply. When I reviewed the bill for the services, I noticed that there was a charge for a new engine air filter for $54 and change. I was not told this was going to be changed. If I had been told I would have refused it since I just replaced the air filter myself 3 months earlier. It didn't need to be changed that soon. But they did it anyway plus charged me the labor for doing it. A PCV replacement was also part of the sparkplug service replacement which added $96 for the valve. I was not told about that but apparently it is also part of the sparkplug change service. The labor charges for the above unneeded services totaled $887.76. That is a lot of money for services that I did not need at this time.

  Business response

  11/29/2022

  ---------- Forwarded message ---------
  From: Dan F******* <**********************@farrishcars.com>
  Date: Mon, Nov 28, 2022 at 9:43 AM
  Subject: Response to Complaint ID: ************* *******
  To: Dispute Resolution Team <[email protected]>
  

  
  Good Morning,

  
  

  This issue was resolved with the customer shortly after **** sent this to BBB. Please confirm this with customer and close this out?

  
  

  Thank you, 
  

  
  

  --
  

  Daniel F*********

  Operations Director

  Farrish of Fairfax Chrysler Dodge Jeep RAM

  Office: 703-273-0200

  9610 Fairfax Blvd, Fairfax, VA  22031

  Customer response

  12/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to contact this service department for months now, however I keep getting the run around.. Long story short I have been severely ripped off 5'000 dollars for work that wasn't the issue. I asked for my parts back fpr inspection they got rid of them.. I asked for a detailed explanation of the charges got told our employees have to get paid too! This business is definitely worth looking into.

  Business response

  03/29/2022

  This repair was from this past November 2021. We have not seen the vehicle since then for any additional repairs or been given any reason to suggest that the repairs from this visit did not correct his concern. The customer came in for a check engine light / misfire issue that was determined to be due to a seized lifter that had worn a groove into the camshaft journal. The job was estimated and approved by the customer and the camshaft, lifters, valves, gaskets, etc., were replaced on that cylinder head. When the technician was putting the head back together, he had inadvertently misaligned one of the valves which ended up bending the valve while he was setting the timing. We removed the head again to replace that damaged valve. There was no additional cost whatsoever to the customer for this; however, this did prolong the repair by several days, so the customer was made aware of the situation to explain the delay. The customer appears to be taking the position that because there is the perception that we performed two repairs to his vehicle that suggests that the first one was ineffective. This is simply not true- we just had to do the same repair twice which we took complete responsibility for the second as stated above. The camshaft was very obviously and visibly damaged and required replacement (ie. The part I believe he is referring to in his complaint). The previous repair from May 2021 was completely unrelated to the repair the customer is questioning. Therefore, the only 2nd repair must be our need to re-replace the valve. The customer informed us of his "rims being damaged" almost a month after he had picked up the vehicle which is well beyond any reasonable expectation of liability on our behalf. As we all know, rims are easily damaged when parking beside a curb. Had he informed us earlier, we could have checked our surveillance cameras to see if the rims came in undamaged and left damaged. Our Surveillance system stores this information for many weeks but had been recorded over by the time he expressed concern over his wheels. In conclusion, we completed an effective repair. We identified and fixed the valve a second time due to our technicians error and did not and would not charge the customer for our inadvertent mistake. We apologized to the customer for this when it occurred.

  Customer response

  03/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  
  Regards,
  
  *******************
  
  
  
  
  I reached out multiple times asking for an explanation on why. Also asked for the old parts multiple times. I am fully aware of the two separate receipts I sent. Also this is/was the first time hearing about this mishap. I also said along with the rims it looked as tho things were ripped out instead of professionally removed.
  
  
  
  

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