I have been a customer of Safford Brown Hyundai Fairfax (formerly Fairfax Hyundai) for 10 years. In that amount of time, my family has purchased 3 cars from Safford Brown and they have been our “go to” dealership for service. We purchased a 2005 Tucson from a local dealership and refused to take our service business to that dealership because they did not take proper care of us. I purchased a 2025 Santa Fe Calligraphy in November. I returned to the same sales consultant (Joseph McNulty) who provided excellent service. Khaled from the Finance Dept was extremely responsive but the title staff dropped the ball on processing my tags. I’m pretty forgiving, but this issue set me off so bad I cannot let it go, especially after reading these reviews. I’ve been trying to get a status on my tags for the last few days. I got vague information in response to specific questions, when the information wasn’t vague, it simply wasn’t true. When spending this kind of money, I think I have a right to the same kind of service for the ancillary components of the sale — prompt tag and registration paperwork submission, follow up status calls is there are unavoidable delays, as well as specific responses to “specific” inquiry. Aren’t these things the essence of customer service?? I cannot do justice to expressing how disappointed I am with how this extremely important aspect of this deal was handled. If this dealership is going to be as aggressive as they are with pursuing sales, they need to have more to offer the customer than the sale. My new car has attracted a lot of attention, but I’m extremely reluctant to make a referral after this.

I am extremely disappointed with my experience. After signing a lease, I discovered that I could have received the exact same vehicle for $3,000 less at another dealership in the area. I feel misled and pressured into a deal that wasn’t competitive, and the customer service was far from satisfactory. I would strongly advise others to shop around and be cautious, as my experience with Joseph McNutty and this dealership has left me feeling cheated. I would strongly recommend improving transparency in the pricing and negotiation process. Customers should feel confident that they are getting a fair deal and not discover after the fact that they could have received a significantly better offer elsewhere. Additionally, enhancing customer service by focusing on building trust and providing clear, honest communication would go a long way in improving the overall experience.

No one answers the phone, in service, ever. Not once. Calling to schedule service ended up auto-transferred to a central appointment desk in (maybe Fredericksburg). They set me up for an appointment on Saturday. I get there and turns out they don’t do diagnostic service on the weekend. Had to make another appointment for the next Tuesday. Dropped it off Monday night. It’s Saturday now and no loaner. Research shows the 2024 Santa Fe has known major transmission failure. All week I waited for updates. No calls. I called dozens of times each day. No answer. Of the only two call backs I got, confirmed it needs a new transmission. They can’t answer when the new transmission will be delivered and they are “waiting” for a loaner car to become available. Safford Brown sold me a vehicle they knew would need a transmission within the first few miles of driving. Can’t tell me when the replacement part will arrive, don’t have a loaner car available. Don’t answer the phone or return calls. Don’t. Other to call updates. 1 star is too good of a rating.

Only giving one star because that's the minimum I can give. Service department is worst I've ever dealt with. Brought my plug-in Sonata in yesterday (Friday) to address the "check HEV system" light, and was told I had an appointment for 7 am Saturday, and received the card, direct line, and cell phone number of the service consultant to contact if I hadn't heard anything by 11 am. By 2 pm I called and texted as instructed, having heard nothing. No response. By 4 pm with no one answering calls to the service department all day and the service consultant not replying to my calling/texting, I got ahold of a new car sales representative, who figured out that the service department had not even gotten to my car yet. They close at 5 today and are closed tomorrow, meaning I have no car for work on Monday and no ETA on my car or diagnosis/cost estimate. And my car is stuck with them. Completely unacceptable.

Marvin Jones, Sales Consultant, was very patient, and he was very diligent in communicating to me after the 1st visit until the time of purchase. Marvin is a true professional. And Lou Igbon, Sales Manager, was a true decision-maker to facilitate to make sure the sales went through thoroughly

Bad experience at the service department, They do not honor the Hyundai warranty agreement, so consumers beware of there tricks and do not buy any cars from them. They are disgrace to used car dealers.

Service department and manager Derek does not answer the phone. No call backs. Stafford Brown has been a huge disappointment. On the 12th of this month, I picked up my Genesis after it was serviced for an oil and filter change. There was also diagnostics performed. On the 24th, the Check Engine light came on- less than two weeks had passed and less than 150 miles since the service was completed. I took the car back and stood in the Service bay for almost 15 minutes until someone assisted me. The previous service advisor, Miguel was on the phone for the duration of my stay- don't think he was speaking with a customer for that length of time. Another advisor told me that I had to make an appointment for the following week and that there would be a diagnostic fee- over $200.00...really? I did not think that this fee was fair since it had been such a short time since service had been performed. I phoned several times in an attempt to speak to the Service manager, Derek. I left two voicemails. I even called the Sales manager and left him a message as well. NO CALL BACK! After a 5th attempt, I asked a service representative to please contact the Service manager. He eventually called and stated that there was no voicemail on his phone from me. He explained that I would not be charged for any mistakes they may have made. On Friday, the Check Engine light went off. I then tried to phone the Service department at least 7 times this past Friday and Saturday to try to cancel my Tuesday appointment. Guess what- no one answered the telephone. To me, this is a lack of customer service. No one answers the phone, no one calls back at Safford Brown. To top it off; I phoned Monday morning to cancel my Tuesday appointment. I was assured that this would be taken care of. This afternoon, I receive a phone call from Safford Brown reminding me of my Tuesday appointment. The woman said she had not been told and apologized. Later this afternoon, I received a reminder email for my Tuesday appointment. I phoned again and reached out to the Service manager Derek, I just get his voicemail saying, "No one is available to take your call". It is very evident that Safford Brown has poor communications with their customers and within their own team. I would stay away!

I am extremely dissatisfied with the recent change in ownership to Stafford Brown - I don't believe there was a true change. The dealership is in the same location, the same people work there and my login from the old site works. Definitely feels like a scam to no longer offer these items. Prior to this "change", I was a loyal customer motivated to purchase from Hyundai Fairfax because of their "free oil change and Virginia state inspection for life" guarantee. I had asked for the recall to be done along with the VA state inspection and an oil change. I hadn't been for a year bc I work from home and barely drive my car. didn't expect to pay anything for the work today, but when I went to get my car, I was told I had to pay $117 dollars and that my oil change and Virginia state inspections for life were no longer valid. I was shocked, no notice went out via email or snail mail etc. I was also not told about the charges until I went to get my car. Will no longer be going back for service OR buying my next car from there.

Unfortunately, this car dealership has plummeted since Safford Brown acquired Fairfax Hyundai. Depending on your service person, be mindful of wait times, how far a shuttle will take you and hidden costs. My particular service person who was new accused of me being inaccurate with my comments of what needed to be done which was way out of left field. He mentioned there were legality factors. I'm a lawyer and again, had no idea what he was trying to explain. I will be taking my car to a more local shop in the future. Do better, Safford Brown!

My experience was terrible. I bought hundai kona 2023 on may27 after a Month I received bill they mentioned some amount in my bill.I try to talk with dealer they didn't receive my call .I go there they said we will resolve your issue with in 2 weeks.but still they didn't do nothing.since last Sunday my car engine light came on.The lady who talk with me she was so rude.There service so bad.I talk to them they said you need to get appointment and we have no any appointment available at this time.its only 4,750milage it's new car.Its my first experience it's so bad.

Dear Hyundai Fairfax, I am writing to express my extreme dissatisfaction with the recent change in ownership to Stafford Brown. Prior to this change, I was a loyal customer motivated to purchase from Hyundai Fairfax because of their "oil change for life" guarantee. However, since Stafford Brown took over, the level of customer service has been appalling. Recently, I encountered a serious issue with my newly purchased 2022 Tucson. The engine light was constantly coming on, and the car was shaking whenever I accelerated. When I contacted Hyundai Fairfax where I bought the car, I was shocked to receive such dismissive treatment. Stafford Brown's team informed me that they had no availability until the following week Thursday to repair my car. Frustrated and disappointed, I had no choice but to call around to several Hyundai dealerships in the area to secure an appointment. Despite my efforts, my car was never fixed because they could not even find the code for the issue. This entire experience has been incredibly frustrating and has severely damaged my trust in your dealership. As a customer, I expect better service, especially after purchasing a vehicle from your establishment. I urge you to address these issues promptly and restore the level of service that your customers deserve. Sincerely, Unhappy Customer

The experience was terrible. They sold the car before I could go in at my apointed time to test-drive it. They blamed it on "DXing" it but it turns out they sold it. It's a business; I get it but a courtesy call would have done wonders. They are truly truly not customer oriented. They were bad when they were Fairfax Hyundai and nothing has improved with a new name.

Responsive to email, chose not to buy at this time- looking for a closer dealership for Maryland inspection

Based on my experience I DO NOT RECOMMEND buying a car from Safford Brown Fairfax. I bought my Hyundai for cash on Nov 17 and as of this writing (Dec 19) I don’t have a title, and my registration and temporary tags are expired. The dealership has been non-responsive despite my numerous emails and phone calls. Also, if you’re paying cash; beware: they ran a credit check on me anyway and then informed me several weeks later that I was denied credit. I didn’t need credit and don’t know what this inquiry did to my credit score. Overall, a pretty lousy experience……..

After making a huge mistake buying a 2023 Tucson, the hits just keep on coming. First time I tried to schedule the 7500 mile service visit, it took 3 weeks to get in. The 15k service is also 3 weeks out. With Nissan, I could get same or next day appointments. I realize that there are a lot of Hyundai cats on the road, but they shouldn't all be in the shop at the same time. You can never speak to anyone when you call except a central reservation person who can only set up an appointment 3 weeks away and message the service rep. The service tells are not good at responding. They need a better system and bigger facility. I can't wait to pay off this car and never get a Hyundai again. Now I have an emergency. My head tank door is jammed and I'm almost out of gas. I need this car fixed tomorrow!