Complaints

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/23/2023 AMOUNT PAID: $275.02 THEY DID NOT PROVIDE ME ANYTHING MY DISPUTE IS THAT ON 5/21/2019 I PURCHASED A BATTERY WITH AN 84- MONTH WARRANTY (WHICH IS 7 YEARS) THEN ON 08/23/2021 I WAS HAVING ELECTRICAL ISSUE THE BATTERY WAS TESTED AND FAILED BECAUSE OF A BAD CELL SO IT WAS REPLACED WITH NO CHARGE TO ME THEN ON 10/23/2023 MY CAR WOULDN'T CHARGE THE BATTERY WAS TESTED AND IT WAS HEAVILY CORRODED AND UNABLE TO TEST BECAUSE OF THAT SO THEY CHARGED ME $275.02 FOR A BATTERY WHICH TO ME WAS STILL UNDER THE 84 MONTH WARRANTY. BUT I WAS TOLD THAT THE WARRANTY WAS ONLY 36 MONTHS AND THEY ONLY DO A BATTERY REPLACEMENT ONCE UNDER A WARRANTY WHICH IS NOWHERE IN WRITING.THEY DID NOT TRY TO RESOLVE MY PROBLEM JUST THAT THEY COULD NOT REPLACE IT WITHOUT CHARGING ME.(05/21/2019) INVOICE #********** (08/23/2021) INVOICE #*********** (10/20/2023) INVOICE #*********** NO IT WAS NOT ADVERTISE IT WAS RECOMMENDED

  Business response

  11/01/2023

  Our Service Director looked into the warranty specifications for this battery. 5/21/19 to 10/23/23 is 53 months. At 53 months the customer cost for the battery under warranty is $90.07 plus tax. We went ahead and refunded the difference between that $95.47 and the $275.02 ************** paid. The refund ($179.55) was applied to her credit card ending in ***** on 10/30/23. Thank you!
  

  Customer response

  11/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am complaining about trying to get my 500 dollar deposit back on a car with the **** *****************. I ordered this car in May 2023, and was constantly getting it delayed. I ordered this car because the dealership did not honor a price change that occurred on a car I originally ordered with the **** *****************. For some reason, I was going to be charged 54k on that car even when **** dropped the prices to 49k. I was told by someone by the name of *******, that this was because of internal **** issues. Afterwards, I ordered that previously mentioned car with the 500 dollar deposit still on it to get the price adjusted 49k. After constant delays that could never be explained, I went to another dealership and got the exact same car I ordered with no hassle. I would just like my 500 dollar deposit back on that car because every time I call or email Darcar. The people who should be refunding my deposit will not pick up the phone. I am not sure why?

  Business response

  09/26/2023

  This guest received a refund earlier this month. He didn't pay the dealership; he put a deposit down with **** when he ordered his ******. He stopped by earlier this month and was refunded his $500 through the **** system. You may close. Thank you!

  Customer response

  09/27/2023

  ---------- Forwarded message ---------
  From: ******************* <************************>
  Date: Fri, Sep 22, 2023 at 3:14 PM
  Subject: BBB complaint number ********
  To: <info@mybbb.org>
  

  
  

  Hello BBB serving Metro Washington DC & Eastern Pennsylvania,
  

  
  

  I just wanted to reach out about the complaint number in the subject line.  I went in person and received my refund despite the organization trying not to give me a refund despite contacting them via the phone and email numerous times.  Outside the unprofessional behavior that was displayed by their workers, I no longer require the BBB's assistance.  

  
  

  Though I am not sure what could be done for reviewing business practices, but I would warn individuals about doing business there. I understand dealerships may not always be upfront, but that organization lied to me about giving me my deposit back until I went in person and had them print a receipt.  I would be very cautious about doing business with them for residents of this area.

  
  

  *******************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recieved several recall notices to replace a fuse on my *** ******** EX.I took my car to Darcars Ford *** of Lanham in Seabrook maryland on june 7th 2023. While my car was there the service representative said that there was a recall to update the car *** computer with a AntiTheft update. The *** computer update failed and the car was rendered not drivable. They said the *** was on back order. Today is July18th and the part has not come in the dealership yet. They said they do no have loaner cars and I would not be reimbursed for my car rental until my car is repaired. So now I am paying for a car rental from June 12th until today July 18th. I need them to give me a car to drive because I need a car for work or reimburse me for car rental even though my car is not repaired yet. I have the Uber reciepts and the Enterprise car rental documents up to today

  Business response

  09/27/2023

  The part in question is unfortunately back ordered; we are in contact with our *** rep and sent him the necessary information to expedite it. *** ********** has also reached out to ***. Everyone is working hard to get this resolved as soon as possible.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought my 2022 Ford ****** PHEV at DARCARS Lanham, they insisted on including the DARCARS Assurance plan. They adjusted the price of the car so that I would accept their addition of the $2495 DARCARS Assurance plan, which I assume is treated differently than other profit with their dealings with Ford Corporate. My car was a lemon. It was in 3 different shops (starting with DARCARS Ford) from May 3-13, 2022, then June 19-August 30, 2022, then from September 2 until Ford corporate refused to continue working on it on December 6, 2022. It had less than 5,000 miles on it. DARCARS Assurance is an insurance plan against damage and theft, as well as a perpetual service agreement for the life of the car for sanitation and reconditioning, etc. I never got a chance to use any of the service because of the defective car. Every other entity that was involved with the car returned all of my money, rightfully: Ford Corporate and the State of Maryland (taxes). The only one that insisted they should keep my money was DARCARS for their service plan they pushed on me and then couldn't honor because of the car's issues.

  Business response

  09/27/2023

  Unfortunately, DARCARS Assurance is non-refundable and as the customer stated, the price of the vehicle was adjusted to compensate for the cost. 

  Customer response

  10/02/2023

  [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]
  
   Complaint: ********
  
  I am rejecting this response because:
  DARCARS’ response misses the point.  The company sold me a defective car.  It wasn’t my choice to return it as a lemon.  Ford corporate stopped working on it because it was a lost cause after 5,000 miles.  I was still giving it a chance.  DARCARS sold me a service package alongside the car that was not possible for me to use because of the defective car.  That money did not come back to me with the Ford corporate lemon process.  DARCARS has spent no resources on this service package and there is no reason besides greed why they cannot refund it.  
  
  Regards,
  
  ***** ******  
  

  Business response

  10/05/2023

  As *** ****** stated, the price of the vehicle was adjusted to compensate for the cost of the package, rendering it effectively free. We wish you safe travels. 

  Customer response

  10/07/2023

  [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]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  No, it was not free because my car was a lemon and this money did not come back to me from Ford Corporate.  This money is effectively sheltered from the Lemon process.  Everyone else rightfully returned my money for this dangerously defective car that stranded us twice on the road - Ford Corporate and the State of Maryland for taxes.  Only DARCARS has decided to hold onto money I paid for this car for a service I was never able to use and for which DARCARS expended no resources.  
  
  Regards,
  
  ***** ******  
  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Evening or Good Morning depending on when you receive this: I have been trying to reach the Manager of the Service Department at Darcars Ford in Lanham, Maryland without any luck. I am having a problem with that since I had to keep my truck in the shop for almost two months and had to pay $8,422.80 for my Truck to be repaired without any complaints. The problem I am having is I just got my truck out for the second time, and it is still not able to turn without some stress. This problem was supposed to be taken care of when it was returned to the shop for three weeks at a cost of $2,322.80. Prior to having to bring it for the Right Front Outer Arm Control being broken on a 2020 Ford ********, this vehicle had no problems. Then it was the Motor Mounts. Okay, but there is still the vibration only not as bad when I am backing up or turning to the left. Vehicle: 20/Ford Truck/********/4DR 4WD XLT. vehicle ID. No. ***************** Can someone please give me a call? Thanks ******* ***** ###-###-####

  Business response

  11/01/2022

  CRM Sherlene L******** followed up and was told by the customer that everything has been resolved 100%. Customer is happy with the results. Thanks Sherlene L*********

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed to darcars *** of lanham on April 14,2022 due to it not starting after putting $30 worth of gas in it at a *** gas station near my house. Since then I've been told they did a fuel flush in which that did not fix the issue. Next they changed all 4 spark plugs and that also did not fix the issue. Next they informed me they took apart the catalytic converter (not sure if I spelled it correctly) and tht also did not fix the issue. I've called multiple times and all I can get is they are waiting for *** to get back to them. No loaner or anything and here I am month 2 paying out of pocket for a rental. I've been told I would get a call back more then once from the higher up and nothing. I spoke to my insurance company and they informed me *** told them they would have my car for a few more weeks but failed to inform me of that info. I am in complete disbelief that $30 worth of gas has caused this much damage to my car as I've never been in a car accident and this is a brand new car I got off the lot with only 13 miles in it. Not sure why I am getting the run around and not sure why my car is not fixed yet. No assistance and no calls bck is just poor customer service. For a person who just lost her spouse in February, had to move due to that and turn around in April all this happen I am not rich and have 4 beautiful babies who solely depend on me. This has caused so much stress. I wish this on no one and def will never go bck to this dealership. In fact I dont even want my car I want no dealings with *** any longer! Theyve also informed me that everything they changed but didnt fix the problem I would have to pay for although it didnt fix the issue. NOT FAIR!!!

  Business response

  06/21/2022

  CRM Sherlene L********** reached out to Travis Y*******, Service Director, they reached out to the customer and provided a very thorough explanation of what a high level of ethanol content in fuel and do to a vehicles engine and fuel system. Additionally, I explained why we performed the steps we did and what are next steps were going to be. I also explained why we didn't just overhaul the entire fuel system from the beginning versus us replacing what we find is damaged. Right now, I am in the process of locating the direct injectors that we need to replaced as they are staying stuck open. I explained to her when we remove the fuel system completely and provide our own fuel, the vehicle runs perfect. Please close. Thanks - Sherlene L**********
  

  Customer response

  06/22/2022

  [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:
  
  Yes, Travis did reach out to me finally after calling for over a week trying to get in contact with him. Also, I was told way over 3 weeks ago that I would be getting a call. Never heard from him. He did give me a run down of everything and was polite when doing so. I just think that it shouldn't take 3-4 weeks to get back to someone when you've had their car since APRIL 16. Just imagine how much out of pocket cost this is costing me!!! Bad customer service is the last thing I need. I need my car fixed ASAP and all issues resolved. Oh, I guess I shouldn't leave out that he told me Friday 6-17-22 that he would be calling me Monday with an update. Haven't heard from him as of 6-21-22. I don't think its hard to keep your word even if the update isn't good. I should know everything that's going on with my vehicle especially since its been in their care since April. Come on man that's a long time especially for something I didn't do. I am definitely upset about this and even more upset that the communication is poor. 
  

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

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Traded in vehicle in November 2021. Everything was going well but once the vehicle arrived at my place - I was calling the tow truck to pick it up. It having issues starting and the car shut off on me. Another issue after another issues with the vehicle. I was denied a buy back request and I want this car off my hands. This vehicle is not safe or reliable. We have had this car less than 6 months and currently still dealing with issues after issues. Losing money on a car that not safe and that is always in the shop. More to share about my experience with Darcars sale on how they threaten me because I wouldnt sign the loan. Please help us to a resolution because I just dont know how much I can take..

  Business response

  05/23/2022

  CRM Sherlene L********** Followed up with Sam, General Manager - It looks like this vehicle had issues originally with starting issues and we were able to address it. The first concern was with water leaking in the rear which ended up being condensation from the exhaust. The last visit was transmission related which ended up being a shift control switch. That was on 05/09/22. It doesn't appear they have had any more starting issues. In the meantime, Dealer will reach out to see if the customer would like to trade out of the vehicle.

  Customer response

  05/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

*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. ↩