I scheduled an 80,000-mile service plus an inspection of the gas tank, which wouldn't open. I booked a 7:30 a.m. appointment. I dropped off the car at 7:30 a.m. When I contacted the service representative at 1 p.m. to ask for an update, he wrote: "Your vehicle is taking longer than expected. I will update you when I have more information." When I contacted him again at 3:30 p.m., he wrote: "They have not pulled your vehicle into the shop yet." I called, and the service representative said that the policy was that "waiters" moved to the front of the line. The service manager said it wasn't a policy, but because my gas tank door inspection was needed, then that "would take a certified VW technician, the person who normally does the oil change could not do the service." When asked who would handle the 80,000-mile service, the manager continued to speak only of an oil change. (The 80,000-mile service includes more than an oil change!) When I asked when the service section might get around to servicing my car, the manager said, "Maybe tomorrow." I have been going to Browns VW service for about 20 years. Since it became Safford, the service has been inconsistent and abysmal, if you can get it. read more

AMAZING !! oil change was less than 20 minutes , robert and carl were very helpful !! 10/10 would recommend coming here !

I recently purchased a used VW Atlas from S-B. The experience was over 100% better than the last experience at the old "Brown" Volkswagen in the same location. The openness, willingness to help and work with you beyond trying "to close the sale" were great! But the biggest plus for me was the HONESTY of everyone, and I particularly call out "Zack" the salesman. Although the pattern of buying a car was basically the same as most car dealerships, I felt it was very open and that I was knowledgeable of the facts when I was making decisions. When we were finished, I was happy I bought the car there. read more

I would give this dealership 0 stars if I could. Took my car in today (for the second time) to get it checked. I stated my wireless charger didn't work, door locks were making a noise and were only locking sometimes, and lastly I stated there was a noise coming from the rear right side of the car. I was charged a diagnostic fee of about $170 and said the noise was coming from the front. I am not driving my car again and the noise is clearly coming from the back as stated by another technician from a different shop. They checked the windows for whatever reason (also written on the paper/receipt) instead of the locks and obviously didn't fix the issue, no I am now having to park my car places without have any peace of mind at all or feeling safe. I mentioned the issue was the locks twice. And they also said my charger is working, which is not because I tested it with about 6 different phones. It's upsetting I am always recommending this place for both service and sales, and their service disappointed me the way it did. read more

Safford - Auto Repair Near Me - Richmond, Virginia

Let me start off by saying - Austin the salesman has been great to me. He is the only reason this place is getting 2 stars. I went here on my mother's recommendation (as she brought a friend to buy a vehicle and they had a good experience with *only Austin as well. This was my first experience buying a car and honestly I never want to go to this dealership again. When I got my 2021 vehicle after a test drive it was filthy inside and out. There was also cigarette holes and some deep scratches in the interior. I was told to come back a few days later to get it detailed. I do as instructed, and when I come to get my vehicle 2 hours later- service had no idea who I was or what vehicle I was talking about and they had closed despite what I was told what the hours were. The general manager had my car rinsed but nothing more was done. There was still melted gum in the door among garbage from the previous user in the trunk. I decide to not come back but unfortunately I had to due to realizing I never received a bill nor my plates. I call to speak to Austin only to be told "No one by the name of Austin has ever worked in sales. " Then I was transferred only to have the call disconnected. I come up there same day with my family because clearly I'm not being taken seriously. We are told my paperwork was processed incorrectly and I wouldn't be receiving my plates till a few weeks (mind you it's been past 30 days and my temporary plates expire a few days from this event) AND the previous title worker quit and that is why things weren't processed until weeks after my purchase. Never have I been notified of this. I get sold an apology and to come back to Get the car detailed and the interior fixed on Friday (6/21) Due to my past experience, I call service to see if I actually could come in today or if sales had made the appointment as I was told. Service doesn't even have my account in their system much less an appointment AND I was told " this dealership doesn't detail cars...I'll transfer you to a manger" only to be transferred and hung up on YET AGAIN. Honestly I wish I never came to This dealership as I have never felt so dismissed and played around with over asking people to do their job. If you decide to come here check out every single detail of your vehicle for yourself. Take it to a mechanic to make sure everything is good and running before you make my (and others) costly mistake. read more

Okay, so I didn't buy a car here, but I did test drive one. The sales guy was knowledgable about the car I drove as well as competitors in the same class. When the one I was driving wasn't clicking for me, he tried to find me something else that would work. Seemed really service oriented, so even though I didn't buy a VW, I had a pleasant experience here. read more

I dropped in for an oil change at 11:45 without an appointment. The advisor Hope informed me that the techs go to lunch from 12 to 1 and she wasn't sure what time she could get me in. 40 min later she comes to the waiting area and says everything is done. Apparently one of the techs delayed lunch and took care of the job. That is almost unheard of at my dealership that I normally go to. I couldn't be happier. read more

I had been searching for a new suv for a while and I had gone to a few dealerships for various car brands. I had tested a few other SUV's but there was always something off. I appreciated that this dealership worked with me and that there was never any pressure. I was treated with politeness and never was there an issue of rudeness. This dealership won my business with their service. read more

I could go on and on about the incompetency of this location. Made an appointment at 915 am for them to examine the transmission giving me trouble (which I replaced through them a few months ago at 70k miles previously), then get a call at the end of day that they haven't even started to look at my car and to schedule another appointment next week. This dealership has wasted so much of my time and money. I'm going to go literally anywhere else I possibly can from here on out. read more

We recently bought a vehicle from them and have been using the service center for all our needs and were very happy. Yesterday we got a bolt in our passenger side tire and of course called them for help. John told me that I could not be helped until the 12th. I ask what I should do in the mean time and told me to go else where. I thanked him and will not spend another penny with Safford Brown. They obviously don't care about return business. read more

This dealership received a vehicle I was interested in over the weekend. I made my interest in it known as soon as they were open on Monday. Everyone was cooperative, I was told they expedited the inspection so we could get the ball moving on this. I passed over 2 other opportunities (for a car I've been looking for for a long time). I spoke with a sales person every single day about the car. They let me know today that the vehicle should be finished with the inspection. I was pumped and ready to go give them my money. Then they texted me to let me know they just sold it to an employee. Shit happens, but I've been in contact with this dealership EVERY. DAY. When I requested to come see the vehicle, they told me to wait until the inspection was done, so I did. Then they sold it, anyway. I'm sure they're fine if you're buying a new car or something but the integrity just isn't there. I missed two great opportunities because I was assured I was going to get the chance to come check this vehicle out. They lied. read more

Not a huge fan of leaving negative reviews but the service deartment here (VW side at least) is really disappointing. Initially scheduled an 11am appointment and called realizing I was running a bit behind and they were surprisingly happy to greet me at 11:25 for the requested multi-point inspection and alignment to work toward resolving a concerning wobble. Off to a great start. 30 minutes after dropping off the car I was called to be informed they had identified 2 safety recalls but not to worry, they would have them both taken care of in addition to the alignment I came in for. At this point I'm thinking I have finally found a great service department. Fast forward to showing up right before 2:30 for pick-up only to be informed that they just got the car up and then that they opted to only rotate and balance. Total waste of 3 hours...AND now I get to find another service department to actually perform the alignment and recall work. Unreliable at best. Not my first rodeo...7th VW I've owned since 2010. Better dealerships are out there ... hopefully even in Richmond, VA ! read more

Service department is horrible. They called to give me an estimate, which our insurance company did not cover in total. I asked for them to text or email me an itemized bill and they said it was hand written so they couldn't do it. When I asked them to take a picture of the estimate they said that I would not be able to understand it because it was all in "service jargon". When I said to please send it anyway so we could go over it together she said it would take her about an hour to email it to me. Are you kidding? In 2023 they don't have an estimate done on a computer? Something is not right. read more

The saga continues with Safford Brown Volkswagon. I figured if I kept writing reviews of the negative experince I received from the service department and the service manager, it would eventiually get someones attention. So I wrote about the service department having my car for three weedks and the servicer manager not returning my calls. Well the general manager Derrik Pendergrass messaged me and said he would like a chance to talk to me. I went immediately to the dealership to speak with him. I walked in he greeted me and as I beggan to tell him of my frustration with the service department he said first I needed to adjust my tone. First and foremost I did not yell, curse or otherwise say anything disrepectful. As a professional I do not use slang or make threats. I am not sure what kind of tone I should have had when theym have had my car for three weeks and been working on it for over a month and a half. His resolution was tell me to adjust my tone, he would get in contact with the service department and have call me by noon tomorrow, 7/13/2023. I have no doubt he knew everything that was goin g on before I walked in the door. Why I expected anything from him was my navietee read more

After a 4.000 dollar repair my engine light came on and they advised it would need another 4.000, how they didn't know that BEFORE the first repair sounds suspicious. The car died so I had it towed back and asked for a trade in so I could buy with them. Spoke with a salesman that literally NEVER called me back, the service department NEVER called me and caused too much grief when I needed to towed to the dealership that actually wanted my business. Guess your dealership just doesn't need to make deals. Worst experience and I'm so glad I didn't buy a car here. J. Did me a HUGE favor not calling me back read more

We came to Brown's strictly to test drive a Tiguan. We ended up leaving with one! Logan was a pleasure to work with and was very patient with all of our questions. Highly recommend him if you're in the market for a new automobile. read more

After getting the runaround at another local dealership I took my Volkswagen to Brown's VW where competency seems to be in abundance. My vehicle is running smoothly again and I am happy. My positive experience with Brown's means that next time I need something for my VW, I'll be back without hesitation. My service advisor was Kyle and the other folks I interacted with there were friendly and professional. read more

Do not trust any state inspection they provide for you on a used car that they sell you. Also, do not complain about anything or interrupt anyone's lunch break. They hate that. Garbage customer service and questionable safety standards. read more

Bad customer service and poor knowledge of VW products by the sales folks. I asked to test drive a 2018 Golf R as I am looking to replace my current BMW but I was declined. Their sales pitch: "We don't allow test drives on this vehicle. People who are really interested just order it and don't need to test drive" Then it gets better: "You can test drive a GTI, it's practically the same car". No it isn't. Different weight, Haldex vs front wheel drive, different turbo size therefore different turbo lag, digital cockpit, just to name a few. Bad experience. There are two other VW dealers in Richmond. Start there read more

Had a very good experience here. Courteous staff and a nice waiting room with wifi if you're there for multiple hours.

I bought a '17 Jetta SEL in September of 2020, by March of 2021 my tires are trash. When I purchased the car there was only 12,000 mi on the vehicle, one would think the original tires would still be on it... the answer is, no. It has Hankook tires all the way around, Hankook tires are not put on brand new VW's (I did not know this at the time). So I go in to get my first oil change and tire rotation at 23,000 some odd miles (exactly when the digital display reads that it is time to do so) also need a repair on one rear tire, not sure why, but it constantly needed air. Find out something is wrong with the other rear tire and could not rotate the tires. In the mean-time the country is finally opening up from being merely closed down for one year due to covid and I'm super busy. I call Flow VW in Charlottesville to get them to check it bc this location is most convenient for me. Had to wait weeks to schedule to get a loaner bc they are not running the shuttle service due to covid. Meanwhile, I have emergent medical issues that keep me super busy, in and out of Dr visits and hospital, whilst still working. Find out; Brown's VW on Midlothian sold me the car with a rear tire that is not an high speed tire, nor does it have the same tread pattern or tread depth. 3 are 225/45R17 91H, 1 is 225/45R/17 91W... how in the world is this okay?? At high speeds the car feels like it's fishtailing, as I am on I64 everyday to get to and from work. Flow VW in Charlottesville says to me Brown's owes me 4 tires/mount/balance and 4-wheel alignment and is covered under the certified preowned warranty. So Brown's service director tells me its not covered bc it's normal wear and they won't replace them bc their paperwork says the tread was within minimum requirements, which was also different from front to rear. DONT EVER BUY A CAR FROM THESE PEOPLE, this is BS and none of them would do this to their own mother, wife or daughter. I will never do business with any Brown's ever again and will tell everyone I know my story. I'm an honest citizen, massage therapist, volleyball referee and single mother of one daughter. I contribute to society even more than I should and my daughter is a Marine, securing the freedom of everyone in this country and Brown's shirks their duty by telling me this is normal wear and tear and normal wear on these tires is 30,000 mileswhich should never have been on the car to start with!!! I'M DONE WITH THESE PEOPLE. read more

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My Review of Brown's Richmond Volkswagen test 10/27/2018 Reason For Visit Sales (New) "Excellent purchase experience" Had been shopping for a Tiguan locally for months. Stumbled across one on their lot. Great interaction. No haggling to get the best price. Drove up from Charlotte NC half expecting a "Bait and switch", but the car was sitting by the door...cleaned, ready, and had a full tank of gas. They gave my wife the full (detailed) tour of the car, while I went inside and finished the paperwork with Marwan. Again, expecting pressure on up-sales, but in reality it was a conversation about some options with pros and cons. No pressure, good information. Was out quickly. I really am surprised at the great experience. read more

My car buying experience at Browns VW was amazing! Mo, Ted, and Rabih were all very helpful. Mo was a very knowledgeable and patient salesman and I can't imagine working with anyone else. Rabih worked hard to get me a great interest rate and Ted was informative while reviewing all financial paperwork. Every single person from start to finish was helpful, patient, and kind. They all went above and beyond to make my car buying experience seamless! read more

Drove two hours up there today to look at a 2019 Jetta SE that I had talk to a manager about told him we would be driving up got there could not get a salesman or manager to look our way we were there 10 minutes no one spoke, or asked if we could be helped nothing so we drove 20 minutes down the road and 15 minutes after we got there we signed the papers on our new 2019 Jetta SE wouldn't waste my time going to a brown dealership!!!!! read more

I love Brown's VW. The people in their service department are always nice and helpful, even when my issue is not a money maker for them.

I had just moved to VA from FL so I needed to get my vehicle inspected. Brown's VW's online scheduling system was fast and efficient, as was their service. Their service reps were also polite and professional. Their parts department, however, has something very fishy going on. First, their parts employee clearly didn't seem like he was happy to be there, or perhaps I was just flat out not welcome. Now on to the part - being that FL doesn't use front license plates, I now found myself in need of a front license plate bracket. That's the molded piece of plastic that's mounted onto your front bumper so the license plate has a place on which to be screwed. I found the part online for $25 (OEM VW, not third party aftermarket). But here at Brown's VW, you can get it for $79. That's a +200% markup.. come on, guys.. The only reason I'm giving three stars is because of the professionalism and efficiency of their service department. But since going to them for service means buying their parts at their prices, I'm strongly swayed to shop around a bit first. read more

Susan was the most amazing person I have worked with at a car dealership. She went above and beyond to help us in the middle of our hectic travel schedule. She arranged for us to pick up our car when service was closed. Thanks! read more

Thanks for scamming us I really wish we never even walked into this place. So much for keeping promises.

I have bought many cars in my life, and had good an bad experiences with dealers of all kinds all over the United States. I didn't end up buying the car with Brown's, despite the fact that I rather intensely wanted it, because their financial manager did a very good job of taking me through what I wanted, what I was paying, how my credit was effecting the offers I was seeing. And then send me on my way. So I went home, considered his information, did the math and realized that it's not the right time, I should wait because overall I'll get a better deal. Most car dealerships I have experienced will do all kinds of tap dancing to put you in a car and not let you leave until you've signed something. I've bought cars that way and lived to regret them for the next several years. I will buy a car from these folks, sooner rather than later because it is very hard to walk away from something you want that you can afford because there is a more financially responsible way to do it. If you like sales game theory, try other dealerships, you can spend an afternoon playing chess over a few grand. These folks are straight forward and will talk slowly at the right points in the conversation. read more

Sales staff and management is a edging joke ! That's an understatement. I've never in my life dealt with such Buffoons

I bought a 2012 VW Passat a few years ago from a separate location, however, they informed me that they got the car serviced each time at Brown's VW. So, I didn't want to change locations and this place already had my car service history on file, so I just stuck with them. I should have left after my first visit about 3 years ago. But yesterday's experience has me rethinking having a VW at all. I LOVE my VW...it's probably the best car I have had in my entire life, but the lack of consistent service has me rethinking. Yesterday, I had an appointment to get a car inspection and 90,000 mile service. I decided to wait inside, as this location does not offer loaner cars and I refuse to ride in the shuttle van again. Susan was assisting me with my service and about an hour or so into my visit, Susan proceeds to tell me that my car will not pass inspection due to a small hole in the passenger back tail light cover. I informed her my car has passed the last two years worth of inspections, with the last visit at this SAME location. She proceeded to blame a former employee on 'letting me slide' last year but it won't pass this year. I am not sure who you think you were fooling, but that small hole was no bigger than a penny and you thought I was going to pay the $278 to have the casing that covers the light replaced?!? The light was not damaged in any way and works! I am not by any means saying that I cannot accept my car not passing inspection, but what I will not accept is inconsistent customer service. If you have mechanics/trained inspection personnel, their service should be consistent no matter who touches my car. Within the next year, I plan to sale my car and purchase a Lexus. At least I know their cars are also safe and their customer service is consistent, no matter who is working in the back. Sometimes it's just about the car, it is also about the service you receive. I refuse to spend hundreds of dollars for inconsistency. Update: I posted this same post on the Facebook page & review section of the dealership on December 20th and my post was removed and no one has called/emailed/responded to my concerns that I brought to their attention. read more

I will be buying my 4th car from them tomorrow. I have it at home with me now and am very pleased with it. More importantly, the sales folks are great. I did get the "what can I do to make you happy today?" line, but I also gave back "what else can you do for me?" Both were taken in good humor and both were successfully answered. I've walked in, said what I wanted, and gotten same every time I've been there. Their service people have always been attentive. Overall, I do recommend them over the dealers that are a bit closer to home (you listening Casey?). I've never once been patronized or treated like a "dumb buyer." read more

When i purchased my car I was given 1 incomplete key fob because there is no valet key, then the fob i do have is full of problems so i went in to speak to Derek who greeted me with its on the way answer that was almost 3 months ago within that time i was locked out of the car because of the faulty Fob so i ordered a new fob from Amazon got it in 2 days wow not 3 months so i took the new fob to browns only to be told they can't program it WOW. Within the time ive been waiting on Derek to call me i occasionally go to the dealership but Derek is never there. I guess a third party may be needed read more

Be careful from my experience this dealer is quick to take advantage of you and try to justify it when you call them on it. I removed them from my list of trusted service stations read more

Thank goodness this dealership exists in Richmond, since I already have sworn to never return to the only other. I didn't have to wait a week for an appointment, they shuttled me to work in time for my meeting and picked me up, Jeff called and told me everything they suggested and told me that I would be ok if I didn't do the recommended services right away (really? no pressure? no telling me 'you should get this done now'?) and didn't give me a hard time when I asked him to break everything down price wise. Prices were reasonable and everyone (Jeff, the guy who put my wipers on...hey I could have done it myself but when they just offer, the driver) were really friendly. I can't say much for anything but the service department but the waiting room was clean/comfortable/had a large screen tv and if the sales team is half as awesome as the service team, I'll probably buy my next VW here too. read more

DO NOT buy anything from this place. These guys are a train wreck. Purchased a car from them that they promised to deliver to me in NC. 3 full days after wiring the funds direct from my bank to theirs (I was promised the car within 24 hours) - there was still NO car and just a long list of excuses. Everything results in excuses. At this point, they have not even returned the money to me... and I just keep getting more excuses (we don't know how to do a wire, the accountant is out, the bank is closing soon, etc). These guys are crooks. Worst car buying experience EVER. read more

Nightmare from beginning to end. I fell in love with a 2018 Ford Edge. Went ahead and got preapproved for an estimated amount so I could stay ahead of the game. Took the vehicle for a test drive which went well. I did notice some blemishes but the salesman told me they would take care of that for me for free if I bought the car. Negotiated and went in to close the deal. I got the price I wanted and they even added in some kind of cosmetic package! As I was signing papers, I noticed that the carfax was for another Ford Edge. I was being financed for the wrong car..... Salesman steps away to "find out what my payments are". He shows back up maybe 10 minutes later with the car I thought I was purchasing priced at list price with an added warranty! I asked for a lower price, steps away for a few more minutes and just takes off the warranty. After 2 hours of going back and forth, I end up just taking the car home. Had to put gas in the tank to get back from work since there wasn't enough. I get to the dealership to try to close the deal again. I sign all the papers. Made sure he was aware that I did not want a warranty and I did not want to be sold anything else. I step into finance to sign more paper work. First thing I go to sign... the odometer is wrong. Next.... he tries to sell me a warranty but I immediately I told him I wasn't interested. He says "I still have to spend 5 minutes going over the warranty". Even has the nerve to tell me when he's gotten to 2 minutes and 30 seconds. I felt pressured into getting this warranty. I should have been able to say no with no problem. Instead I ended up having to call my grandmother to get a clear recommendation. After signing for the warranty he tells me that the edge had electrical problems but I would have walked out if he told me that. Thanks to him.. I have this nice expensive warranty which I'll be running up there with a gift to thank him if I have to use it. Now for the GRAND FINALE.... they only fill the tank up 1/4 of the way full. The salesman kindly let me know that he got in trouble for filling it up 1/2 since I put $5 of my own money in it. Oh and a little advice.... Don't ask someone how old their boyfriend is and then comment that he's your age with a look on your face. It's rude... Never again. read more

The customer service and willingness to work with me were top notch. They took me seriously as I was taking the whole new car buying experience and I can't respect that enough. read more

The best car purchase experience! I've been to many car dealers and have purchased cars from used to new and this place makes purchasing a car very laid back. The sales staff are knowledgable about their cars, easy to talk to, understanding, not pushy, have great communication skills, and have a lot of patient. And when negotiating a deal with the sales manager via the salesman, I truly felt that the salesman was on my side. My salesman made sure there was no stone left unturned when it came to making sure I got the most bang for my buck. All these good points is why I will continue to do business in the future with this dealership and hesitate before doing business with others. read more

Just purchased a car with my mom over the weekend from Joseph! Great customer service. I would definitely buy my next car with him.