Safford Brown Mazda Fairfax

My husband and I bought a used car from this dealership, and at first the interactions were great. Dominique and Jacques answered all our questions, worked with us to get a loan that met our financial needs, and provided everything we needed to complete our purchase. However, when we went back there to finalize the purchase, we worked with some other guys instead who were AWFUL. Apparently, neither Dominique nor Jacques was in the office that day, and nobody else there seemed to have any information about what we'd discussed the previous day. The first guy we worked with was completely tech illiterate and kept trying to TAKE MY PHONE to show me, extremely slowly, how to access the wireless network and then the Mazda app even though I'd ALREADY DONE both of those things. He also told us the same stuff multiple times, and then he tried to guilt us into giving them a good rating on the feedback survey. The other guy, the one responsible for all the paperwork, kept bouncing in and out of the room because he was apparently doing other things while he was "helping" us; we sat there for a good half hour at LEAST because he was on the phone for some other customer entirely. So that was bad enough. But later on, we discovered that in all the documents they'd had us sign in a rush, one or two things were missing and we had questions about a few of them. Unfortunately, once we'd driven away with the car, they were no longer willing to reply to any of our communications. Dominique's primary method of communicating with us was via text, so we texted him multiple times but got no response. We left multiple voicemails, no reply and they never actually picked up. Emails got no response, either. As soon as they had our money, they became totally unresponsive. The only reason I gave 2 stars instead of 1 is that when the original guys were actually talking to us, they really did a good hustle to do what we needed to do to buy the car. The rest was 1-star "service" for sure.

My husband and I bought a used car from this dealership, and at first the interactions were great. Dominique and Jacques answered all our questions, worked with us to get a loan that met our financial needs, and provided everything we needed to complete our purchase. However, when we went back there to finalize the purchase, we worked with some other guys instead who were AWFUL. Apparently, neither Dominique nor Jacques was in the office that day, and nobody else there seemed to have any information about what we'd discussed the previous day. The first guy we worked with was completely tech illiterate and kept trying to TAKE MY PHONE to show me, extremely slowly, how to access the wireless network and then the Mazda app even though I'd ALREADY DONE both of those things. He also told us the same stuff multiple times, and then he tried to guilt us into giving them a good rating on the feedback survey. The other guy, the one responsible for all the paperwork, kept bouncing in and out of the room because he was apparently doing other things while he was "helping" us; we sat there for a good half hour at LEAST because he was on the phone for some other customer entirely. So that was bad enough. But later on, we discovered that in all the documents they'd had us sign in a rush, one or two things were missing and we had questions about a few of them. Unfortunately, once we'd driven away with the car, they were no longer willing to reply to any of our communications. Dominique's primary method of communicating with us was via text, so we texted him multiple times but got no response. We left multiple voicemails, no reply and they never actually picked up. Emails got no response, either. As soon as they had our money, they became totally unresponsive. The only reason I gave 2 stars instead of 1 is that when the original guys were actually talking to us, they really did a good hustle to do what we needed to do to buy the car. The rest was 1-star "service" for sure.

Do not do business or buy from this dealer. About a week ago I traded in my car for a pre-owned they had on their lot. The car I traded in had a few modifications to it, one of them being aftermarket wheels. I made it very clear to my sales guy that I was going to bring the stock/original wheels back to the dealership and take my aftermarket wheels with me. When I asked why it wasn’t in the “we owe you” section that we signed, he made up some excuse and reassured me that if I was back in a few days, there would be no issues. I called multiple times to try and schedule the exchange, and go no response back. Then they proceeded to sell the car before I could get back there with the stocks (3-4 days). Now they’re telling me those conversations never happened and they don’t have it in writing anywhere. Sketchy place that doesn’t care about their customers. Beware

Do not do business or buy from this dealer. About a week ago I traded in my car for a pre-owned they had on their lot. The car I traded in had a few modifications to it, one of them being aftermarket wheels. I made it very clear to my sales guy that I was going to bring the stock/original wheels back to the dealership and take my aftermarket wheels with me. When I asked why it wasn’t in the “we owe you” section that we signed, he made up some excuse and reassured me that if I was back in a few days, there would be no issues. I called multiple times to try and schedule the exchange, and go no response back. Then they proceeded to sell the car before I could get back there with the stocks (3-4 days). Now they’re telling me those conversations never happened and they don’t have it in writing anywhere. Sketchy place that doesn’t care about their customers. Beware

We want to thank Luke Thornton for a wonderful purchase experience. Dealing with Luke can only be described as exceptional. Luke went out of his way to accommodate our every need and make our experience as pleasant and easy as possible. Thank you Luke.

DO NOT trust this dealership! Financial specialist Jason R. put an extended warranty ($5400) into our contract without explicitly explaining what it was or offering an option to decline when setting up our monthly payment options. It wasn’t until my husband and I sat down and thoroughly looked through the paperwork to understand why the cost was SO much higher than reviewed on the floor that we realized this OPTIONAL feature was added onto our plan WITHOUT OUR CONSENT OR KNOWLEDGE. We IMMEDIATELY cancelled the plan both in writing and in person. All within 48 hours of the sale. When we met with Jason in person, he was argumentative and dismissive of our decision to cancel- saying “no one EVER says no” and insisting we were making a mistake. We shouldn’t have had to battle to remove an UNWANTED, unexplained warranty that we didn’t even request. It was SHADY salesmanship to the T. My husband even had to go back inside before we left to request a copy of the cancellation since we were not given one (which good thing- turns out we needed it). After a month of no updates, I went back to Mazda and manager Jake explained it took 4-8 weeks and assured the money would be deposited. No further contact or refund approaching 13 weeks. Cue the plethora of back and forth emails that followed— most dismissive— non of which the GM Trey R. responded to. I had to reference the breech of contract multiple times (far past the 30 day guarantee refund) and my desire to look into legal support to finally get answers and well, finally the refund. FINALLY got a refund on a warranty I cancelled 15 weeks after the request. What an absolute headache that could have been avoided with just standard, good practice. As a first time car buyer, I failed putting my trust is Mazda. Guess that’s why they warn you not to trust salesmen, right?

*Disappointing Experience at Stafford Brown Mazda – Would Not Recommend** I recently had a very disappointing experience at **Stafford Brown Mazda in Fairfax** and felt compelled to share my story to help others avoid the same mistakes. I live about an hour and a half away from the dealership, so I made sure to call ahead and ask if they were willing to negotiate a bit on the price of a used car I was interested in. Over the phone, they said yes. However, when I arrived in person after a long drive, they flat-out refused to negotiate. That should’ve been my first red flag. Still, I decided to go ahead with the purchase and traded in my old vehicle. The dealership operates in two stages: first, the sales team, who are all smiles and only highlight the positives of the car. Once you commit, you are sent to the finance department, and that’s where things go downhill fast. The finance staff were rude, unprofessional, and extremely pushy. Immediately, they began pointing out “issues” with the vehicle I had just agreed to buy, clearly aiming to **scare me into purchasing an extended warranty and other overpriced add-ons. They also sold me a service contract that turned out to be nearly three times the market price. On top of that, they charged me **\$949 for “consumer service,”** which I was told covers ongoing support—but honestly, it felt like I paid that for nothing. **No service or support was provided after the transaction. The next morning, when I realized I had been overcharged for the service contract, I reached out to cancel it. That’s when the real frustration began. **There was zero after-sale support**. The person who had handled my deal became unavailable due to illness, and no one else stepped up to take responsibility. Eventually, Pere tried to help, and while I appreciate his effort to put a bandage on the situation, it hasn’t been enough to fix the experience. In short, this dealership is all about making the sale—after that, you’re completely on your own. A name as big as Stafford Brown should know better. They would benefit greatly from opening a dedicated customer service department for post-sale issues, especially considering how many problems they create during the buying process. Also please read previous revies and you will find lots of clients have issues with the finance department. I don't know why the managers and top level guys are okay with this type of experiences. **Bottom line: I regret buying from this dealership and would strongly advise others to look elsewhere.**

*Disappointing Experience at Stafford Brown Mazda – Would Not Recommend** I recently had a very disappointing experience at **Stafford Brown Mazda in Fairfax** and felt compelled to share my story to help others avoid the same mistakes. I live about an hour and a half away from the dealership, so I made sure to call ahead and ask if they were willing to negotiate a bit on the price of a used car I was interested in. Over the phone, they said yes. However, when I arrived in person after a long drive, they flat-out refused to negotiate. That should’ve been my first red flag. Still, I decided to go ahead with the purchase and traded in my old vehicle. The dealership operates in two stages: first, the sales team, who are all smiles and only highlight the positives of the car. Once you commit, you are sent to the finance department, and that’s where things go downhill fast. The finance staff were rude, unprofessional, and extremely pushy. Immediately, they began pointing out “issues” with the vehicle I had just agreed to buy, clearly aiming to **scare me into purchasing an extended warranty and other overpriced add-ons. They also sold me a service contract that turned out to be nearly three times the market price. On top of that, they charged me **\$949 for “consumer service,”** which I was told covers ongoing support—but honestly, it felt like I paid that for nothing. **No service or support was provided after the transaction. The next morning, when I realized I had been overcharged for the service contract, I reached out to cancel it. That’s when the real frustration began. **There was zero after-sale support**. The person who had handled my deal became unavailable due to illness, and no one else stepped up to take responsibility. Eventually, Pere tried to help, and while I appreciate his effort to put a bandage on the situation, it hasn’t been enough to fix the experience. In short, this dealership is all about making the sale—after that, you’re completely on your own. A name as big as Stafford Brown should know better. They would benefit greatly from opening a dedicated customer service department for post-sale issues, especially considering how many problems they create during the buying process. Also please read previous revies and you will find lots of clients have issues with the finance department. I don't know why the managers and top level guys are okay with this type of experiences. **Bottom line: I regret buying from this dealership and would strongly advise others to look elsewhere.**

I have purchased a lot of Mazda's from this dealership in the past, but never again, due to the VERY RUDE sales Manager. I wanted to ask one question, and He bit my head off. Stay away there are plenty of Mazda dealerships in and around Fairfax VA.

I asked them to do the annual safety inspection earlier than the month required. They said “yes” and didn’t do it. I asked them to make sure my Michelin tires were at a specific air pressure and they didn’t do it. They took the car back and put correct air pressure but only in tires on the driver’s side. They asked if I wanted a car wash. I said no because I had just washed and wiped the water spots off the car. They returned the car to me wet from a car wash. They took the car back and wiped it down. Now I’m wondering if they did the additional $600 service they suggested and I approved. I don’t have a way to check that unless the car breaks down on the road. Also, the service representative I saw only once, Olivia. Others did her work – she’s young so I guess she was in the back having fun with the guys. Is this normal service under the new Safford management or just disregard for female customers as usual under the old Brown management? Not sure. Everyone was polite and pleasant. But I need correct service.