Farrish Chrysler Jeep Dodge Ram

Farrish Chrysler Jeep Dodge Ram responded

We appreciate you taking the time to share your feedback about your recent purchase. We understand your frustration regarding the tires on your Audi A4 and sincerely apologize for the experience you've had. Customer safety and satisfaction are essential to us. We've carefully reviewed your account of the situation, including your conversations with our team members. The Audi A4 model you purchased is typically equipped with low-profile tires, which are standard for this vehicle's performance characteristics and the tires the car comes with from the factory. These tires meet all safety and inspection standards. It's important to acknowledge that while the car was sold in excellent condition, these standard, factory-equipped tires are designed for warmer weather and optimal road conditions. Adding different tires would have significantly altered the vehicle's original specifications, increased reconditioning costs, and ultimately changed the price of the vehicle. We understand your concern about driving in snowy conditions with these tires. While the vehicle was sold as advertised and is in excellent condition with the factory-specified tires, we acknowledge that the tire type wasn't adequately considered in light of the weather conditions at the time of your purchase. This is not a standard protocol; frankly, most salespeople would not be able to tell the difference between summer and all-season tires as they are not tire experts. We recognize the inconvenience and concern this situation has caused and sincerely apologize for any distress it may have brought. We did offer you a significant discount on a set of new tires – a package valued at $1800 at our cost. This means we were absorbing $800 of the cost of those tires, offering them to you for only $1000. This offer represented a considerable concession, especially considering our original profit margin on the vehicle sale was only $367. We attempted to find a compromise that would address your concerns. We understand your financial constraints and the difficulty this situation has caused. We regret that we could not reach a mutually agreeable solution. With Regards, Fawad Osmani, General Manager Farrish of Fairfax.

midnightblueCharger responded

I stand by my review. This vehicle is unsafe to drive because I can not use the tires that are on the vehicle during inclement weather. This represents a safety issue for me regardless of what was outlined in the response. When I purchased the vehicle, the following occurred. - I was informed by Mr. Uday that two new tires that matched the existing two were replaced on the vehicle to prep it for sale. Which tells me that the service /sales people knew that the tires were summer tires. - Mr. Uday assured me that the tires on the vehicle were appropriate for the vehicle because I kept repeating my concerns about the expected inclement weather. -The summer tires were never disclosed to me even after I asked about the tires, I was assured they were appropriate for the vehicle. I have attempted to resolve this issue with the dealership to no avail. After several email exchanges with the General Manager explaining what happened during my sales transaction and subsequent calls to the used car sales manager ( who was rude and condescending), I followed up with the following: -On 1/21/25- I sent the General Manager an email with the window sticker for the 2023 Audi A4 that I received from Audi of Silver Spring where it clearly indicates that the factory tires for the car are all season tires, not summer tires. The tires that were on the car when Farrish Jeep dealership sold them to me were not the factory recommended tires. Please review the window sticker that I send on 1/21 which specifically has the factory tires are all season tires identified. -On 1/21/25, I also sent the General Manager an estimate from Audi of Silver Spring for all season tires of $1,800 after I received a vague estimate from the General Manager of $1,500 for winter tires of which he asked me to pay $1,000. So it is interesting to me that now, the estimate is $1,800 and dealership is willing to absorb $800, why wasn't that offer made to absorb $800 when I was given the initial quote of $1500. It seems that the cost increased based on what I provided from Audi, not the dealership's actual cost. As a show of good faith and to help resolve this issue, I offered to pay for the wheel alignment if the dealership would pay for the tires and I also was willing to allow them to keep the existing tires on the car, but the response I received is that their bottom line would be impacted if they did the right thing and replaced the tires. I paid $4,000 down payment on the car because I was told it was in excellent condition and I would not have any issues with the car, so I put all the money I had as a down payment and now I am being asked to pay another $1,000 to resolve an issue that I did not cause. If safety was really a cornerstone to their customer service, the information on the tires would have been disclosed since they were aware of it and that would have given me the option to either reduce my down payment to $ 3,000 and shift $1,000 to by all season tires or walk away from the deal all together. But that option was not given to me. Instead, I was sold a car that I can’t drive. The car is in my drive way and has been sitting there for three weeks because I am too afraid to drive it and get injured and I do not have the money to buy all season tires. At the end of the day, they dealership cares more about their bottom line then their customer's safety and will not disclose information if they feel it will stop the sale of a vehicle.

Farrish Chrysler Jeep Dodge Ram responded

Thank you so much for the awesome review! We look forward to serving you in the years to come. Sincerely, Farrish of Fairfax Team

Farrish Chrysler Jeep Dodge Ram responded

Justin, thank you for taking the time to share your experience. We reserve the right to verify a customer's identity when inquiring on vehicle pricing out of state to provide a formal price quote. We do a vast amount of business with out of state clients due to our aggressive pricing and verifying the identity of someone not in our showroom is a standard practice of ours as we respectfully explained to you. We gave you an estimate of what to expect prior to asking you to verify your identity. Due to our aggressive pricing, we get lots of inquiries for pricing from out of state customers and all are treated the same regarding verification of identity. We would have happily sent you itemized pricing had you chosen to verify your identity with us. Here is the verbatim verbiage from us to you regarding our process: “I completely understand that you're simply looking for a quote. However, for our out-of-state clients, we have a policy of not providing written numbers to prevent being drawn into pricing comparisons or bidding wars with other dealers. To move forward, we require a completed credit application to verify your identity and ensure we're conducting business with the right individual.” I have reviewed all correspondence between you and our team as being rude, disrespectful, or lacking transparency with any client is unacceptable. In reviewing all correspondence, I have only found our team being polite, respectful, and transparent with you. If we are how you described us, we would not have a 4.6 Google rating with 3k+ reviews. We are sorry we could not live up to your expectations and wish you the best moving forward. – Dan Farley, Operations Director 703-273-0200.

firefighterjr41 responded

Dan, Thank you for your response, but it only amplifies my concerns about your dealership's practices. While you assert that your team operates with "politeness, respect, and transparency," my experience reflects quite the opposite. Requiring a credit application before providing an itemized quote—a demand that is unnecessary, invasive, and potentially illegal—gives the impression of coercion, not customer service. Let me address your points directly: Identity Verification: Your justification for requiring identity verification to provide pricing to out-of-state customers is not only weak but potentially violates federal and state consumer protection laws. Pricing inquiries are standard in the automotive industry, and reputable dealerships provide transparent, itemized quotes without creating unnecessary obstacles. Your dealership’s policy of requiring a credit application before providing pricing stands alone; of the 31 dealerships I contacted during my search, including 7 in Virginia, none imposed such a requirement. This suggests your policy is not about protecting your business but about obfuscating and controlling the process. Credit Applications & Consumer Harm: By forcing credit applications before sharing numbers, your dealership risks harming consumers by initiating unnecessary credit inquiries—both soft and hard—thereby damaging their credit scores. For customers like me, who are simply shopping for the best deal, this is an unacceptable and predatory practice. You have provided clear evidence of this approach, which raises serious concerns about your adherence to ethical and legal business practices. Aggressive Pricing & Transparency: If your pricing is genuinely competitive, it should stand on its own merits without additional hurdles. Transparency means providing customers with clear and accessible information upfront. Hiding behind restrictive policies only deters potential buyers and suggests an unwillingness to operate in good faith. Respectful Communication: Your claim that your team’s interactions were polite and respectful does not align with my experience. The tone was dismissive and condescending, further eroding trust. While a high Google rating may reflect positive experiences for some, it does not absolve systemic issues or negate the validity of my complaint. Your practices do not foster trust or encourage competition—they alienate informed consumers who expect professionalism and honesty. I will not tolerate such treatment and will ensure others are aware of these concerns. I hope you reflect on this feedback and take steps to align your policies with transparent and customer-centric practices. Justin

Farrish Chrysler Jeep Dodge Ram responded

Lillian, Thank you for taking the time to share your experience. We started conversing with you regarding the 2016 Wrangler you inquired about online on 9/30/24. You asked us up-front for the price of the vehicle, and for a 10% discount off the vehicle. We provided you pricing, explained that we are unfortunately not able to provide a 10% discount, but shared a market report that depicted how our 2016 Wrangler was aggressively priced comparative to like-kind vehicles in our market to show the value of our price. Our Sales Manager told you on the phone prior to your visit on 10/5/24 that a soft top would also be provided as part of the deal, not Fefe. When you asked Fefe about the soft top when you arrived that night, our Sales Manager had yet to communicate this offer to him at that point. Fefe was just unaware, the offer still stood had you moved forward but we apologize for any miscommunication on that front. On Saturday afternoon, 10/5/24, you made an appointment and confirmed this appointment for a visit to the store at 6:00pm. You and your husband ended up arriving close to 7:00pm, right when we close. It is not unusual for us to stay after we close to assist customers when finalizing a purchase. Between 7-7:20pm, the vehicle was reviewed by you and your husband. You brought forth many concerns on the pre-owned Wrangler’s condition, and continued to ask for discounts/concessions prior to requesting a test drive. We again told you we would not discount the vehicle, as we told you up front days before your visit, but could see about saving you money by getting you a better rate than what you had provided from your own bank. Making your intent to purchase known to us is not a prerequisite of a test drive, and is a normal procedure for any prospective purchaser during regular business hours. You requested a test drive after we were closed while asking for discounts we already told you we could not provide. The Sales Manager you were speaking to at the time, left to speak with our General Sales Manager to get direction on how to best move forward for both parties. When he returned with the intent of allowing a short test drive around the dealership, you and your husband had left. We did our best to accommodate you given the time you arrived at the dealership and provided all requested information up front prior to your visit. We are not a 4.6 Google rated Dealership by mistake, we do our absolute best to take care of our clients and we are sorry you feel as though you didn’t get this treatment. We wish you the best

Farrish Chrysler Jeep Dodge Ram responded

Rich W, thank you so much for taking the time to share your experience with us! We're thrilled to hear that you found our upfront pricing process efficient and hassle-free. It's wonderful to know that we were able to provide you with the Jeep you wanted at a price that worked for you. Sarah and our on-duty manager will be delighted to hear your kind words as well. We truly appreciate your loyalty over the past 25 years, and we're honored to have had the opportunity to serve you. If you ever need anything else or have any questions, please don't hesitate to reach out. We're always here to help. Thanks again for choosing us, and we look forward to serving you for many more years to come!

Farrish Chrysler Jeep Dodge Ram responded

Thank you so much for taking the time to leave such a glowing review of your experience at Farrish. We're thrilled to hear that you found our team to be quick, knowledgeable, and dedicated to providing excellent customer service. Yali and Uday are both fantastic members of our team, and we're delighted to hear that they were able to assist you effectively with a zero-pressure approach. Making our customers feel comfortable and supported throughout the buying process is always our top priority, so we're glad to know that we succeeded in doing so for you, even on a short time-frame. We truly appreciate your business and your kind words. If you have any further questions or need assistance in the future, please don't hesitate to reach out. We look forward to serving you again - Farrish of Fairfax

Farrish Chrysler Jeep Dodge Ram responded

Jay, Thank you for taking the time to share your positive experience with us here at Farrish. We're delighted to hear that you found our service to be fast, accurate, and accompanied by great communication. We're particularly pleased that you appreciate our text and web presence, providing you with the ability to review your current service status and recommendations. Ensuring transparency and convenience for our customers is a priority for us, and we're glad to know that it has made a difference for you. It's wonderful to hear that we've been helpful with warranty issues in the past and that you've found our sales environment to be great. Your recommendation means a lot to us, and we're grateful for your trust and confidence in our team. Should you need anything in the future or have any further feedback to share, please don't hesitate to reach out. We're here to help and look forward to serving you again at Farrish.