Complaints

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Darcar lexus of silversprings to purchase a car that was advertised online on Tuesday, September 19th, 2023 The price of the car was advertised for $40500. The salesperson, ************************* went in to the sales manager office and came back with a piece of paper with the total price of the car $47,100=$40500+3600(sales tax)+500(service fee)+$2500(Darcar Assurance) I told **** that I am not purchasing the Darcar Assurance So he took out the $2500 and total came $44600 and I ask him if he can do any discount. He agreed to sale it to me for $44300. He went back to his manager, ******. Then ****** came to do an intervention to convince me to buy the Darcar assurance, I stood firm and said NO. He kept lowering his price and I said No. So finally he said I am going to you free but I need you to do a review and give us a 5 stars. He said I don't want Corporate to know that I am giving you free so there will be a paperwork I need you to sign. I said okay, and signed all paperwork took the car home. On the weekend when I had time sit-down and started looking at the paperwork the math didn't add up. Tha sales tax should not have been no more than $1680.75 When I take a closer look at the paperwork , not only the charged me for Darcar assurance ust to make it even they even added $4 tire recycling fee, and salesman commission. I called Monday September 25th, I asked **** to send the original piece of paper for me to see, he said ok I have I will send it, but never did. Instead I got a call from a different sales manager claiming that I should have everything, and agreed and signed for it. The didn't even provide me the terms and conditions of the so call Darcar assurance documents. I would like for them to refund all these extra charges they added by inflating the tax amount and I thought I was paying tax.

  Business response

  10/13/2023

  Our Sales Manager spoke with the guest and is happy to assist with her with a refund. He provided her with tracking information for the check on 10/11.  She is happy with the service she is currently receiving and should be closing the case shortly. Thank you.

  Customer response

  10/25/2023

  [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

  05/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 8, 2023 my husband and I went to Darcars Lexus of Silver Spring to test drive and receive information on a 2019 **** *** Premium with AWD. The dealer’s asking price on the car was $29,900.00. The sales rep offered to sell us the Darcar Assurance program. We declined to purchase the Darcar Assurance program. Next, the sales rep offered us the car for $29,900.00 with the Darcar Assurance program offered for free. . In the finance office, the finance rep pulled out paperwork for me to sign with little or no explanation. My husband and I both operated in good faith and I signed most of the documents. The finance rep never reviewed the itemized breakdown of the price of the car and the total balance that would be submitted to their finance company with us. We finished the paperwork and I was given the keys and the documents. I drove the car home. No down payment was made because we decided to refinance the car. At home, while reviewing the document that had an itemized breakdown of the cost, I saw that several items had been added to the document that neither I nor my husband agreed to. These items were: $500 for Darcar Assurance that was supposed to be free, $1,949 ****** Safeguard Tire & Wheel, and $3,499 Lexus Extra Care. I noticed that the document that contained the itemized list of the cost was not signed by me, but it was signed by the finance rep. On May 9, 2023, I called the dealership and asked to speak with the general manager. I was told that the general manager was not in and connected with the finance rep that worked with me and my husband. I told him that he had not reviewed the itemized cost of the car with us and that extras were added to the cost without our knowledge and my signature. He said that I had signed the itemized list and that he had a copy of the signed document. He asked me to come into the office to work out any issues with the cost. I went to the office and I was met by someone that I believe was the lead sell’s rep. He told me that the initial sell’s rep did not understand that the dealership reduces the price of the car in order to provide the Darcar Assurance program at no cost to the customer but that it must show as a line item on the document. I told him in order to provide the Darcar Assurance program at no cost, the car should be $29,400. Eventually, he promised to send me a check for $500.00 to offset the cost that was placed in the document. The finance rep drew up a document titled “Agreement Cancellation Request” for the items that I did not agree to purchase initially, but he refused to draw up a new document clearly showing the itemized cost of the vehicle and the total cost. He said that it would go to the Accounting Department and that I would receive the “Payoff Cost” for the vehicle from **** Financial in about two and a half weeks or more. It appears my signature was forged on the copy that the finance rep presented to me on May 9th when I revisited the dealership since the original legal length document that I received on May 8th did not have my signature. Is it is legal to send a number for the price of a car to a financial institution without the customer (me) reviewing and signing in agreement to the numbers? I have nothing at this point to show how much I am actually paying for the car. I also have nothing in writing confirming that I will receive $500.00 to cancel out the cost of the Darcar Assurance program listed in the itemized car cost provided on May 8th.

  Business response

  09/27/2023

  The dealership did refund *** ***** in the amount of $500. She received an updated pay-off amount from **** Financial in order to refinance her loan, and she received her plates and registration. Our General Manager also offered to pull and show her all of the wet signed documents in person if she'd like to stop by. We are closing this case on our end.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stopped by today to buy our car that was leased from Lexus. I clearly asked the Finance person if there were any other fees other than the payoff amount and MVA fees. The gentlemen said there were not. After starting paperwork, he told us he just needed to go to his manager to waive the processing fee since it didnt apply. He came back and said the fee applies since its a Lexus fee and advised me to call Lexus directly to verify. I called Lexus in front of him and Lexus confirmed on speaker phone that there were no other fees. Then the finance person said it was instead a dealer fee not Lexus fee. I asked for the manager who came in and basically just ignored what his employee had said and said he would have to charge the fee only because if he didnt charge us the fee he could open the door to not being able to charge others the same fee. We walked out due to outright repeated lies.

  Business response

  02/28/2023

  CRM *************************** reached out to the customer today,  Please note for the record, I spoke to ** who open up this BBB, but the vehicle which was a lease buyout was for ********************************  **. ** stated that when they came to the dealer to complete the lease buyout which was a waste of time, dealer stated that she would have to pay a $500 dealer buyout fee.  Customer was totally against that fact and left and directly completed the lease buyout with Lexus Manufacture.  Please close BBB.Thanks, ***************************

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to this branch that I purchased the car from 3 weeks ago. The service manager had 2 hour discussion with me why I have to pay for inspection and based on her experience just hearing the issue it is not covered under warranty and I should pay out of pocket so I should claim it under my car insurance. SHe mentioned that they see this issue all the time with lexus RX350 so they are aware of the problem with this brand. she provide false information that my claim in insurance would not increase my insurance rate and I should file with them. I mentioned to her that I need to call my insurance to ask since Iam 100% sure that it will increase my insurance. she also provided me Lexus corporate office info to discuss the issue with them and once all resolved contact her back. the corporate office contacted me that they have agreed with this branch that they would pay of inspection. Two weeks later, I was notified that this branch refuses to do service on my car without any explanation and I should take it to other branches under under my contract they can not refuse service on the car since the car was purchased from them. this was confirmed with another lexus branch also.

  Business response

  09/12/2022

  CRM Sherlene L**** reached out to the dealer, Service Director Nguyen T***.  Please note that the vehicle is currently with the customer.  Customer had brought the vehicle in, dealer recommended for the customer to go through insurance.  C/S did not want to go through insurance and reached out to Lexus Corp.  Lexus Corp stated that they would only pay for the inspection and would not pay to complete the repairs.   Customer decline to move forward with the dealer and took the vehicle to *******. It is necessary for the customer to understand that they would be responsible for the paying for the total repair. Please close. Thanks Sherlene L*********

  Business response

  09/20/2022

  CRM Sherlene L****, per the statement that was submitted on 9/12/22 the Dealer's submission answer will remain the same.  Dealer recommended for the customer go through the insurance.  C/S that they did not want to go though insurance and the customer contacted Lexus Corp.  Lexus Corp stated that they would ONLY pay for the Inspection and not the REPAIRS.  Customer decline with the dealer and moved forward and took the vehicle to *******.  Customer will be responsible to pay for the REPAIRS.  Please close. Thanks Sherlene L***********;

  Customer response

  09/21/2022

  [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:

  The response is absolute lie!

  1) DARCARS told me to take it to ******* since they were the ones who did recalls and radio dashboard replacement for me. They even stated that since DARCRS has only done oil change for me it is best to take it to ******* who has actually done some repairs on my car and they may have done something during repair that could be related to leak. that advise was wrong and misleading and illegal.

  2) DARCARS intentionally provided false information to me to try to force me to claim the repair via insurance by stating that she was definitely sure that it will not increase my insurance in future. that is illegal

  2) As I explained previously, DARCARS is responsible to explain why they rejected the corporate paid inspection service offered and just sent an email to corporate office rejecting to inspect my car. By law, they can not refuse service on my car since I purchased the car from them. Corporate office has copy of their email. That is illegal.

  3) DARCARS can not force customer to agree to pay for repairs as a condition to perform inspection when they have not even determined if the repair is under warranty or not. that is illegal 

  This company has conducted several illegal act and I am holding them accountable to provide explanation/proof for their statements and not brush off responses by falsifying facts. there are documentations and witnesses to all of my statements.

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

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought a vehicle from this store. They were supposed to enroll my vehicle in a car warranty with Lexus. They never enrolled my vehicle with the warranty per LEXUS representative. I called about getting a refund check. I spoke with my salesman Ryan. The sales Manager Wesley. As well as the general manager. It has been going on 3 weeks and they have told me several times well Have a check cut today for the refund and it has yet to happen. I have several emails from the Finance manager as well that I spoke with that also said I will have the check 2 weeks ago and I have proof.

  Business response

  09/12/2022

  CRM Sherlene L******** followed up with dealer.  Dealer confirmed that a full refund  approved by Kim P******* in the form of a checked was send over night *** ** on 9/8/22 Tracking#**** **** ****.  Please close. Thanks Sherlene L***********

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My initial contact with DARCARS was March 11, 2022. My sales person was Neved S*****. My wife and I agreed to purchase an AWD 2022 Lexus ******, Vin number *****************. Mr. S***** advised cars were selling fast and we should take advantage of this opportunity because the car could be in our hands early April. Additionally, Mr Neved added $5,000.00 to sticker price of $48,230.00 because the demand was so high. He says all dealers were entitled to increase the price.. .We believed him. Through no fault of DARCARS. we didn't get out car until May 2022; therefore,that's not a problem. Mr. Neved tuned us over to the finance people without providing any information about prepaid service contract options. The cost of this plan was $4129.00 and the finance person, of course knew nothing about what the prepaid service agreement entailed..We trusted the company because it represents Lexus, which is highly regarded all over the world. We are now highly disappointed. For starters, We did not receive copies of every document we signed. These are minor things I can accept, but I cannot accept the fact that I chose to cancel the prepaid maintenance plan and cannot get my money back. ($4,129.00). I am asking your help to get my refund from Lexus. On two earlier occasions (June, 2022), July 19, 2022) they gave us hope and sent nothing. As of today a person told us our check will mailed Tuesday (Aug.23). If that turns out to be true I want nothing else; however past history says there is a strong chance this day will also pass without my refund. Our car is paid in full and has been since May 20,2022. Thank you.

  Business response

  08/31/2022

  CRM Sherlene L**** followed up with Massi K*****, General Sales Manager and please note the following that has been resolved. Massi spoke to ** *******, he just received the check this morning and is happy now.  Thank you Sherlene L****

  Customer response

  09/08/2022

  [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,
  
  *****************************
  

• Initial Complaint

  05/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/18/2022 walked to DarCars Lexus of Silver Spring to purchase 2020 ****** ******. Agreed on price and they asked me for down payment of $2000.00 and I paid. On 5/19/2022 I were informed that Banks didn't approve my loan. I asked for refund of the downpayment and sales manager told that I should have it within 72hours (I also have this in text). Today May 27, 2022 and haven't received my money. I spoke to Sales manager Adebayo, to finance manger Inn, General manager Berry and their corporate office (Stephanie) and no one could give me an answer. It looks like if I don't get a co-signer and purchase the car, I will not get my money. Please help, here is their information. Darcars Lexus of Silver Spring ************

  Business response

  06/06/2022

  CRM Sherlene L****, followed up with the General Manager - Berry, please note - Customer was refunded last week and already and everything has been resolved. Thanks Sherlene L********

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DarCars Lexus of Silverspring sold me a car without disclosing an accident. This was discovered 2 weeks after purchase as car needs repairs related to this accident.

  Business response

  04/25/2022

  CRM, Sherlene L******** followed up with General Manager, ***** the customer has been refunded. Please close. Thanks - Sherlene L*********

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Account: ****** Mtr - account number ********* On January 4, 2022, I received an email from a Lexus Sales Consultant stating my lease was up (when actually it was going to expire at the end of the month). I replied back stating, we would do a lease buyout. I thought the consultant would have responded back in helping me complete the lease buyout. After a couple of weeks of no responses from neither telephone or email messages, I researched the process on the Lexus website, only to discover you cannot pay off a lease online. One of the main reasons we have remained loyal Lexus customers is the professional personnel service received over the years, especially when Andreas was around. But, unfortunately, no one has stepped up to provide that type of service since. Again, I called the dealership trying to get assistance. Finally, I received a call back from John in finance. His advice was to send the payoff to Lexus Financial and request a Bill of Sale because there are additional fees when completing this transaction through the dealership. A cashier's check was purchased in the amount of $19, 801.74 on January 25th and mailed to Lexus Financial as directed. The information was inaccurate for the District of Columbia, which Lexus informed me through correspondence with my return cashier's check on or about February 25. Next, I attempt to reach out to the anyone I could reach at Lexus and the matter was finally resolved. However, because of the lagged time with Lexus Financial returning my cashier's check and actually completing the transaction, somehow my account was flagged for delinquent payment and now on my credit history. I want this removed because I made a good faith effort to submit the payment to prevent any delinquency, it was late because of erroneous information received and mailing the payment to Lexus Financial, not through any fault of my own. 

  Customer response

  04/10/2022

  Dear Customer Service 

  I named Lexus of Silver Spring because that is the dealership with oversight for the lease agreement and ultimately that's where the lease buyout was completed.  However, in hindsight perhaps both should be named in the complaint because they work together. 

  Does the complaint need amending?  Thank you. 

  Business response

  05/02/2022

  CRM Sherlene L**** reached out to Berry, GM which is still being reviewed. Will update when further information is provided. Thank you, Sherlene L********

  Customer response

  05/12/2022

  [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:  The information stated in the response is inaccurate, my lease expired January 27, 2022 not December.   The lease was for 42 months and the delinquency was placed on my credit February 22, 2022 indicating 30 days past due.  Inaccurate reporting and accountability is the challenge.  As stated in the original compliant the lease maturity date was January not December.  I made ever effort beginning in December to complete the process before the lease expired.  Also, I emailed the GM (in February) about the issue and since then meet him at the dealership and received a call. When can I expect a resolution of removing the delinquency?

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

  Business response

  05/18/2022

  CRM Sherlene L**** reached out to the Dealer Team to provide correction to the customer's credit report. After review CRM Sherlene L*******, reached out to the customer via email and phone and stated the following I am reaching to you currently with regards to your request for a Credit Report Correction Letter.  I am offering and attaching at this time a process that you can take action to dispute any credit issue.  This letter must be initiated by customer in writing through the credit bureau. Thanks Sherlene L***********
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Lexus ** *** AWD premium from Lexus of Silverspring in February 2022. I clearly told them I did not want the Darcars Assurance in the amount of about $2500. They went ahead and added it on my car and made me sign it without realizing what I was signing because they were rushing me to attend to other customers since it was almost 9PM. I have called them stating I want a refund or preferably, it should be taken out of my contract and they declined. I do not believe it is fair to me as the consumer to have to pay for such a service that I do not want and will never use. I will be happy if this problem can be addressed and it is taken off my biling, and I will be happy if other consumers can be protected from such fraudulent and unnecessary services. Thank you

  Business response

  03/24/2022

  CRM, Sherlene L******* upon review with the General Manager, Berry F***, the dealer went above to make customer happy.  Each document was reviewed with customer upon signing. Please close. Thanks Sherlene L**********

  Business response

  04/25/2022

  CRM Sherlene L********* followed with General Manager, Berry F***. Dealer will not be refunding the customer.  Please close. Thanks - Sherlene L************

  Customer response

  04/26/2022

  [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:
  
  It is not ethical and for lack of a better word, it is criminal for any business to sell insurance and force the consumer to buy it when they do not want it. I do not want or need your insurance or assurance or whatever you call it. In addition, you added this insurance to my bill and I am paying interest on top of the amount approximately $2500. This is a rip off. I need a refund and I will be getting a lawyer involved. 
  
  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. ↩