Complaints

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I entered into this contract agreement with DARCARS of New Carrollton, Inc without: I. Full disclosure of my right to rescind II. Transparency regarding the process of the consumer credit application being the financial asset (12 CFR 360.6(2)); III. As well as self-liquidating paper (17 CFR 260.11b(6)) I have reason to believe that DARCARS of New Carrollton, Inc willingly and knowingly took advantage of me and my consumer credit.

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, December 19, 2020 I completed the purchase of a 2020 Chrysler ******** ********* from Dar Cars Chrysler, Jeep, and Dodge dealership located in New Carrollton Maryland, Prince Georges County. I traded in a 2017 Chrysler ******** ********* (low mileage 37,260) with no monetary down payment. The financing company on the dealership documents is ****** *******, LLC, PO Box *** Carmel IN *****. One of the dealership staff person asked me about the Maryland Public Service Commission sticker located on the front right side passenger seat. I responded and stated that a new one would be obtained from the commission. On or about December 27, 2022 the GM from Dar Cars said ****** ******* would not finance my car due to the mini van's commercial insurance status. I informed the GM that Maryland Public Service Commission require commercial insurance due to my transportation services. I, also indicated that I have to transport my daughter to a bus stop weekly due to her disability; she is a deaf student who attend school at the ******** school for the **** in Frederick MD. The GM suggested that I call my insurance company, *********** ********* **. and switch back to personal insurance with *********** in order to have financing from ******. I noted to the GM that the Maryland Public Servicer Commission would have to be notified of my insurance coverage. The GM also, recommended the I contact the Maryland Motor Vehicle Department about my temporary registration permit. The GM never mention anything about my trade in or the possibility of getting another mini van. Personal driving insurance would cancel my permit and license with the Maryland Public Service Commission.

  Business response

  01/24/2023

  CRM *************************** followed up with the Dealer Team.  Please note the dealer reached out to the customer this morning.  The issue is the car is in his name. The car insurance is in a company name.  Customer knows he either needs to get the correct insurance or return the vehicle.  Customer will decide on which direction he would like to take. Please close. Thanks ***************************

  Customer response

  01/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  I told the GM that I will not give up my license with Maryland Public Service Commission.  The sales person was aware of statue because a sticker from the state of Maryland was located on window front seat passenger  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  

  Business response

  02/13/2023

  CRM, *************************** followed up with the dealer team and the answer will remain the same - This message originally read on 1/24/2023   Please note the dealer reached out to the customer this morning.  The issue is the car is in his name. The car insurance is in a company name.  Customer knows he either needs to get the correct insurance or return the vehicle.  Customer will decide on which direction he would like to take. Please close. Thanks ***************************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon, My name is ************************* and I am writing to express my severe concerns with the poor quality of service and neglectful care I've received at the Jeep DARCARS of New Carrolton on Annapolis Road. Regrettably I am experiencing the same issue that has now been occurring for > 2years and multiple trips to the dealership without any resolution. I came out this morning to find my vehicle dead with 0 power after being parked in the garage all night. No power was left on and nothing was left in the outlets. Seeing this has been a recurrent issue, and this is quite literally the 5th or 6th occurrence in the past year, I need Help! It is exceedingly difficult to reach a representative at this particular Darcar dealership, often times my call is not answered or is disconnected, prompting me to contact *** corporate. I believe that a representative is hanging up on me once my calls appear on caller id. I have my call records to show the massive number of unanswered attempts to reach someone in the service department for any kind of update. The *** corporate office has also documented on multiple occasion that could not reach anyone within the department for days (see emails attached, and additional forwarded emails to follow). I have been to this dealership between 5-6 times for this same issue regarding my vehicle losing power in the last 2 years, as outlined in the attached documents. Most visits occurred in the past 4 months. I've also attached the repair invoice from November where I was charged $735, though my vehicles issue has yet to be addressed.Since November 2021 I have paid a total of $1,554.94 in labor costs in additoin to $500 in rental vehicle fees however not one repair or part has been replaced on my vehicle with the exception of wires being "removed cleaned and replaced" in November, however the issue was not fixed so im not sure what I paid for on both occasions. Please see receipts and documents attached

  Business response

  01/13/2023

  Afternoon,
  
  Please see the timeline of repairs. This unit is out of warranty. Customer approved all diagnoses that were required to get to the source of the problem. Customer has not mentioned both times where her batteries were covered under a good will assistance. (Highlighted in Green) The last time customer brought the unit in was one year and 2 months past the good will battery replacements. Please see highlighted in red results from last visit here. Also, keeping in mind that the mileage in between the last battery replacement to the last visit here was only 1,468 in a 14-month span. Customer vehicle has been repaired correctly. 
  
  Please let me know if this is good enough. 
  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/22/22 I took my 2021 Dodge ********** to Darcars of New Carrollton with concerns that the brakes were malfunctioning. The service tech confirmed that the brakes (rotors) were in fact defective and that it was typical for them to fail based on his experience with this vehicle make and model. I was advised that the dealership would have to contact a local rep to make sure this was covered under warranty. A few days later, someone from the dealership by the name of ******** contact me and advised me that my request was denied and that I should contact Chrysler customer service to get the decision reversed. As instructed, I contacted Chrysler customer service and was immediately advised that the replacement rotors was covered under warranty and that the dealership should replace them under warranty. Chrysler and myself made several attempts to contact the dealership to no response. Finally on 9/29/22 I reached ******** and advised her that Chrysler said they are covering the rotors under warranty and provided her with the case number to contact Chrysler. She mentioned that she would try to get around to calling them that day. An entire week went by with no call from ******** and I finally reached her on 10/6/22 and asked her had you made contact with Chrysler. With major attitude, she said that she had been busy and would get to when she could and I advised her that it had been a week and this was unacceptable. Later that day, I received a call from ******** saying that she had spoken with Chrysler and they were now denying the warranty claim on the brakes because she had advised them that I had driven my car 135 miles per hour which was not true. I told ******** that I had never driven my car that fast and it if the car indicated that, it must have happened before I took delivery of the vehicle brand new this past January. ******** basically called me a liar and mentioned that she find it very hard to believe that someone else would do that.

  Business response

  10/19/2022

  CRM Sherlene L********** reached out to the Dealer Team and please note: Unfortunately, This client's issue is with the manufacturer and or his selling dealer. As the dealer we cannot authorize non warranty repairs without prior authorization. It should be noted that we attempted to get authorization for the repairs on the clients behalf and was denied twice. Darcars did more than usual to address the client's concern even though he had not purchased the car from us. As far as false accusations, we have photo documentation from the vehicle's computer showing top speeds of 130+ mph. Oil changes and car washes are irrelevant when it comes to brake wear. If the brakes were to be covered, It would be a one-time goodwill policy. The manufacturer chose not to do that. We have done everything in good faith beyond what is typically expected or performed. We have no accountability or responsibility concerning the client's issue. Thank you, Sherlene L************
  

  Customer response

  11/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ***** ***** <*******************>
  Date: Mon, Oct 31, 2022 at 3:29 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Dispute Resolution Team <drteam@mybbb.org>

  
  

  During the week of 10/19 Sherlene L**** contacting me to go over the information that I provided in my BB claim and asked that I retract my statement. Furthermore, she advised me that she would contact the service department to get more details on what occurred and see what she could do to help me. Sherlene called me back with 60 seconds of hanging up and immediately mentioned did I contact my selling dealer regarding this because she felt like this was something her dealership should not have to deal with . I advised her that I had not made that attempt and asked her did she speak with her service department, she said not and told me again, this isn't something that her dealership should investigate further because they did not sale me the vehicle and it wasn't no longer their problem.

  
  Regards,
  
  ***** *****
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle and took delivery on 6/21/2022. As per contract, 2 keys were to be provided. The second key was not in hand of the dealership and they said they would cut a new one while I picked up my license plates. No spare key nor a resolution to provide one has been determined almost 7 weeks later. As I type this I have been on listening to the managers phone right for 15 minutes with no answer. This is the 3rd time this has happened.

  Business response

  08/23/2022

  CRM Sherlene L********** reached out to the customer after working with the Dealer Team to make ensure an appointment was set up to get the 2nd key made.  Customer's 2nd key was made on 8/16/22, CRM confirmed with the customer.  Thank you, Sherlene L**************

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 18th, 2022 I had an appointment with ********************* at 10am to service my vehicle. ***** took the car in, he called me a few hours later to inform me what needed to be done condenser leaking transmission fluid, they needed to replace and ******************** service, replace condenser, and ******************** service, replace the Gasket, replace filter, Fluid AUT, cooler Co, Oil AUTOM. ***** told me that the above work, including parts and labor would total $2094. He informed me I would have to leave my vehicle and waited for him to call me when the work was completed. On April 19, 2022, ***** called and told me my vehicle is ready for pick up. I picked up my vehicle around 6pm and As I started to drive it felt that the issue had not gone away. on the highway I felt as though the car was skipping gears and riding extremely rough. The next morning I went to work and upon returning my vehicle at the end of my work day, a giant puddle underneath my car. I tried turning on the car, its struggled to do so, and when putting the car in drive the car wouldnt move so I immediately turned off the car and called the dealership. the lady that pick up informed me that at 5:14pm no one was available to respond to this emergency. service hours indicated on the website reflect 7am-7pm. She also informed me that she would let know and that he would get back to me as soon as possible. The next morning I woke up early expecting to get a call, I didnt receive an email or a call so I came out of pocket to pay for a tow truck to take the vehicle from Rockville to New Carrollton Upon my arrival I spoke with ***** and he told me that he knew about my issue because of the email he received. As I Drove home I felt the shift gear skipped and the rough driving did not go away. In fact it felt worse then when I dropped off. When I got home I looked under the vehicle and noticed it was STILL leaking. - There is a lot more that I can't include in the complaint.

  Business response

  05/10/2022

  Good Morning, CRM *************************** received a response from the  Service Director ***************************** that was submitted to the customer via email. Please note the following - Dealer inspected your vehicle upon it's arrival. We found residual fluid on the right lower area of the engine and front end. We saw no leaks. We degreased the engine and front suspension. We then let the vehicle sit over night and again found no leaks. We drove the vehicle, the transmission operated as designed and we put it back on the rack, and again found no leaks.We then performed a drivetrain diagnostic and there are no transmission fault codes present or pending. We did get 7 unrelated faults. B157B, (SATELLITE REGION MISMATCH),P2097, (DOWNSTREAM FUEL TRIM SYSTEM RICH) P0131, (O2 SENSOR ***********************, (MULTIPLE CYLINDER MISFIRE), P0133, (O2 SENSOR 1/1 SLOW RESPONSE),P0171, (FUEL SYSYEM 1/1 LEAN),C1502, TIRE PRESSURE SENSOR 2 INTERNAL) We suspect you are feeling a misfire while driving which you are assuming is a transmission issue. It is not. Since none of your concerns are in any way related to the previous services we performed, We rightfully expect to be paid for the Tow charges and diagnostic charges. Your **** is approximately $450.00. The vehicle is ready for pickup. Thank you, ***************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** ********* ******* ********* ***** ******** ***** *********************** ***** **** *** *** **** ** ***** ** ******** ********* ** ******** ** ** ***** ** * ********** *** *** ****** *** ************* ********* ******* ******** ***** **** *** ** *** ********** *** *************************************
  
  Dispute Resolution Team:
  
  
       Good morning.  I am writing to inform you that I would like the attached letter involving DARCARS Chrysler Dodge Jeep Ram of New Carrollton to be treated as a complaint, and not merely for informational purposes.  It is regarding my car that was towed to the dealership for service on February 15, 2022.  The car is under the Lifetime Maximum Car Warranty, the car has not been repaired, and the dealership still has the car in its possession.  The attached letter explains more.  
  
  
       I originally mailed the letter to the Better Business Bureau on March 18,2022 and I would like you to take action, please.  I received a letter dated April 11, 2022 stating in relevant part, that you closed my complaint.  I did not request that the case be closed and I would like you to take action.  Please do not hesitate to inform me if you need additional information from me or if there is anything else that I should do.
  
  
  Sincerely, 
  ************************
  ************
  ************  
  
  

  Business response

  05/03/2022

  CRM *************************** followed up with the dealer and Management Team, The dealership has not received any updates regarding the part from **********. Please note at this time. Dealer will provide further updates when available. Thanks - ***************************, CRM

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩