Farrish Chrysler Jeep Dodge Ram

Farrish Chrysler Jeep Dodge Ram responded

Thank you for your kind words! We're thrilled to hear that Peter provided you with honest, knowledgeable service and kept you updated throughout the process. His decades of experience truly make a difference, and we're lucky to have him on our team. If there's anything else we can do for you, please don't hesitate to reach out. We appreciate your business and look forward to serving you again in the future!

Farrish Chrysler Jeep Dodge Ram responded

Dear Ms. Bethune, We are truly sorry to read about your recent experience and the issues you encountered with the repair of your Jeep. We understand your frustration and disappointment, and we sincerely apologize for the inconvenience and stress this has caused you. We'd like to talk about the three-week repair time you mentioned. This extended timeframe was unfortunately due to a combination of factors, including the warranty company's approval and inspection process, which can sometimes be lengthy, and the fact that the heater core for your vehicle was on backorder and not readily available for installation. We understand this is frustrating, and we apologize that the repair took longer than anticipated. We are working to improve our communication regarding these types of delays in the future. We also deeply regret that the heat was not working upon your initial pickup and that you had to make a 22-mile trip unnecessarily. However, we do want to note that when our technicians checked the vehicle after you brought it back, the heat was working without any apparent issues. We are still investigating why it was not working for you initially. We are equally concerned about the damage to your dash and the emergency brake handle. As you know, Mo spoke with you on Saturday, February 15th to discuss this and schedule an appointment to assess the damage and confirm the ordering of necessary parts. We understand your hesitation about bringing the vehicle back in, and we want to assure you that we are committed to finding a solution that addresses the damage while minimizing any further inconvenience to you. We want to make this right. We look forward to seeing you at your scheduled appointment. Your loyalty over the years, and purchasing three Jeeps from us means a great deal, and we are truly disappointed that we have fallen so short of your expectations. We value your business and are committed to regaining your trust. Sincerely,

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