ComplaintsforSafford Winchester LLC

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/30 we thought we purchased a **** *** ******* van from Stafford *****/Winchester, VA. They could not give us plates, but issued 30day temp plates and sent us home, we had not viewed or inspected the car prior to signing papers. The dealership kept it away somewhere. Within 24 hours the two tires blew and we needed to replace all four at $510. Dealership said they were not paying for them. The van needed many repairs, we hadn't driven the car in weeks and finally resolved the dealership would take it back and void the transaction entirely. We signed paperwork and they took the van without paying for the new tires. That was November 16, 2022. we never received updated temp plates or real knes but carried insurance on the car. We went to the DMV office to get assistance with this horrific problem. We have followed their advice. We just received on January 23 the completely paid off title, license plates and registration in our name dated September 30, 2022. This would have Us liable for personal property taxes, insurance, and whomever is driving the van any infractions they may incur with our name on the title and plates. Any fines and fees. We need tire reimbursement and all the hours and effort to stop this. They did not have our permission to title, register and p!ate the van we do not have in January 2023 since they do not have current power of attorney to do so. This is auto fraud. The dealership has not contacted us in writing nor calls or emails since November 2022. They breaches our personal confidential information such as social security and financial rscords. They did not secure them after the recession. We need this reported and action, please.

  Business response

  03/16/2023

  To whom it may concern:

  On September 30, 2022, ******* and *************************** purchased a 2012 ******** **** *** ******* from Safford of Winchester. The vehicle went through a thorough inspection by a ******** Certified Technician, as well as a Virginia Safety Inspection, and passed. On October 19, 2022 the van was brought back into Safford with an engine concern, the van was diagnosed with Internal Failure to the Left Cylinder Head. Saffod replaced the Left Cylinder Head at no expense to the *******. During the time the van was in the shop they were provided with a loaner vehicle. During this time Safford did not register the van in the 30 day required time frame. Due to this Safford agreed to rescind the purchase for the full amount, this amount included tax and tags, which Safford paid to the VA DMV, as to not "jump" the title from one customer to another. Safford had all of the proper paperwork to complete this process. Safford resold the vehicle to another customer after the original deal was rescinded. At no time was the Millers personal information in the hands of anyone else, accept Safford or the VA DMV. The ******* claim that two tires "blew", this sounds like they hit something and blew. Safford stands behind the tires that were on the van at the time of purchase and believe something out of Safford's control damaged the tires. If the ******* made the decision to purchase new tires, that expense would be theirs and Safford does not feel responsible to reimburse the Millers for the purchase of the tires. In conclusion I believe Safford of Winchester has been above board on all the dealings with the Millers and has honored all of our commitments. 

  Attached are the following documents for review.

  Buyers Order 

  VA Law Contract

  Recission Agreement

  Tittle Application Agreement
  Limited Power of Attorney
  Original Safford Inspection

  Cylinder Head Repair Order

  Rental Car (no expense to the *******)

  If you have any questions, please contact me at ************.

  Sincerely,

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

  General Manager

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Crooks!!!! Scheduled an appointment, since they're so "short staffed" for an intermittent whirring and or chirping noise and a possible front right strut issue. My van unfortunately died the day before (had to wait 2 weeks to get in) the appointment so it was towed in. They kept my van for 3 days changing the fuel pump and idler arm. Within 30 minutes of picking it up the noise started again. I called them back and they said, "you brought us a non running vehicle and we got it running" After countless back and forth they agreed to bring it back in in 2 more weeks. This time they put on a starter, alternator and idler pulley stating they all needed to be replaced and had it for 4 days The service manager Justin came out to show me the new "trick" to starting my van so it won't grind. I knew right then something was wrong but he wouldn't listen. It never started correctly even once after that. After calling multiple mechanics I was informed in the auto industry what they did is called "shotgunning". It's where any of those parts has the potential to be the issue but instead of diagnosing it they put them all on because one will surely fix it. I took my van to ********** Service Center where it is being corrected. I did not need the alternator or idler arm and the starter they put in had a very visible defect and was from Mexico. Stafford's owner only agreed to refund the cost to repair their work on the starter. Found out yesterday the idler arm they installed on the first visit is loose and will need to be fixed as well. Informed the owner who won't do anything unless I take it back to his team of incompetent crooks for the work which is obviously not going to happen. I am a widow who lives in said van. Both visits combined total over $2400, over half being labor charges. I was only refunded the cost for the starter repair at Berryville. The idler arm Safford put on during the first visit is loose and goes to *** in 2 weeks for correction. 

  Business response

  01/05/2022

  ****************,
  
  
  Ms. **********’s 1996 *** van was towed to the dealership on November 5, 2021. We addressed the concerns, we were able to identify the failed fuel pump, idler arm, but did not experience the bad grinding noise.
  
  On November 16, 2021 we addressed the grinding noise by replacing the starter. *** **********’s note to us asked about the struts being bad causing a squeak noise. The squeaking noise coming from the front area was the alternator bearing and idler pulley bearing.  These repairs corrected the concerns.  We did not shotgun any repair work as claimed. The *** van is 26 years old and is in need of maintenance and repair.
  
  On December 16, 2021 I spoke with ************************ about her concerns and the fact she took her vehicle to another repair shop to have the starter replaced. I informed her this would have been covered under her warranty with Safford and she would not have had any expense.  She had concerns with her first repair as well.  We reviewed the repairs and I confirmed with her there were no issues with the fuel pump, and there was not a squeaking noise since the alternator and idler pulley were replaced. 
  
  In a goodwill gesture, I reimbursed ************************ for the $391.31 she paid to have the starter replaced AND other non-related work at *************************. I was very specific with her that this repair was covered by our warranty and ANY further issues regarding the repairs made by Safford were covered under her warranty with Safford and she must return to Safford.
  
  On December 23, 2021 ************************ informed me that while at *************************, the technician stated the idler arm bolts were loose, and proceeded to use foul language toward my employees and myself, and hung up.
  
  We contacted the owner of *************************.  He stated the starter he replaced was simply a defective part, and the Idler arm bolts were tight.  He did state the idler arm has "play" in it.  This confirms it is simply and unfortunately a parts issue.
  
  We have sent a replacement Idler arm to ************************* to install on **. **********'s vehicle at no charge to her.
  
  Safford will not refund any money to ************************ other than what was already sent.  Safford WILL NOT PARTAKE IN ANY FUTURE REPAIRS OR COSTS TO REPAIR - UNLESS THE VAN IS BROUGHT TO SAFFORD AND IT IS DEEMED A WARRANTABLE REPAIR. Regardless of **. **********'s opinion of Safford of Winchester, Her warranty is valid only at Safford of Winchester.  If she chooses to go to another repair facility for work, the costs are solely on ************************.

  Business response

  02/04/2022

  Dear ****************,
  
  ************************ approved all the work performed at Safford. Her comments that she did not need parts is simply untrue.  Attached are the notes provided by ************************, which lead to the repairs she is stating she didnt need.  Since the repairs (November), there has not been a complaint of the Whirling noise, as the alternator and idler pulley corrected the concern.  Her "Front Struts" concern was the worn idler arm, and we lubricated the front ball joints.  Due to the year of her vehicle (1996), she was made aware it was going to take time to get parts and perform repairs.   It is unfortunate there were parts issues, but they were covered under her warranty.  She chooses to go elsewhere.  We are not reimbursing any other money than what has already been provided, which covered the costs that would have been warranty repairs at Safford. We have responded to the rest of the rebuttal in the original response.  

  Safford WILL NOT PARTAKE IN ANY FUTURE REPAIRS OR COSTS TO REPAIR - UNLESS THE VAN IS BROUGHT TO SAFFORD AND IT IS DEEMED A WARRANTABLE REPAIR. Regardless of **. **********'s opinion of Safford of Winchester, Her warranty is valid only at Safford of Winchester.  If she chooses to go to another repair facility for work, the costs are solely on ************************.

  Customer response

  02/22/2022

  From: ********* *********** <**************@*****.***>
  Date: Tue, Feb 22, 2022 at 3:25 PM
  Subject: Re: Safford Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  My dispute was in reference to the faulty parts and workmanship but was mostky for charging me for parts and labor that my van did not need as confirmed by ********** ****.  My van only needed a starter and idler arm. I was charged for an alternator and idler pully that was not needed. They were put on for absolutely no reason and I was charged astronomically for labor for all of this. They kept my van twice totalling 8 days and charged me over $1200 in labor in addition to unnecessary parts. My dispute claim was never addressed.
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩