ComplaintsforDARCARS 355 Toyota of Rockville

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned a car part waiting for a refund originally they told it was going to take 5 business days it's been almost a month and I have not received it as of yet. When I call they transfer me around and no one can really tell me anything about the refund except to "wait until Friday" and that was 3 Friday's ago.

  Business response

  01/02/2023

  CRM Sherlene L**** followed up with the dealer team.  Dealership has refunded the attached $257.15  for the Rotors and $166.90 for the House Assembly House Assembly.  CRM Sherlene L**** reached out to the customer 1/2/23 @2:57pm to let him know that these amounts have been credit back to this account. Informed the customer he should see these credits in 3-5 business days. Customer was satisfied with the quick response. Please close. Thanks Sherlene L***********

  Customer response

  01/04/2023

  [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 the money has not hit my account gotta be sure because when I purchased the parts you all took the money out asap but when comes time for returning it takes longer so I need to make sure first.  
  
  Regards,
  
  *******************
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sunday April 3rd I visited used darcars Toyota to purchase a car for my daughter, immediately the sales manager prejudged us and treated us like we had a bad credit but we continued to give the benefit of the doubt and went on, we did a trade in for ****** Toyota RAV4 2018 with ****** miles. ***** we purchased the car we noticed there was cracking on the plastic part of the door and the salesmen stated they would repair that and fix some technical errors, the next day we arrived to pick up the car and the door was NOT repaired and when I spoke to the sales manager he stated he did me a favor already and would not repair the door for $800, it was completely unprofessional as he is doing me no favor he is making a sale, when I took the car home the 2 keys that were provided had low batteries and brakes are squeaking. This is a ****** car that they sold and now its been 3 weeks later and I have not heard back about the door, I had to reach out to them to get an answer. People need to be informed about this especially on the used sales part before they make a huge investment like this.

  Business response

  05/03/2022

  CRM *************************** followed up with the *******************,  Director of Pre-Owned Sales, He stated that all matters have been resolved and apology provided with the exception of the part that dealer is still waiting to receive. ETA will be Thursday, May 5th.  Dealer has been updating the customer in the meantime. Would you please close. Thanks ***************************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came with my own business Pre-approval from **** ready to purchase. The finance manager Amid took my pre-approval letter and told me they couldn't do the deal due to certain codes not showing in the dealer system he was using. He stated I needed to do another credit app thru the dealer and that it would run my credit. I told him I was not comfortable with that and he said without it he wouldn’t do the deal. We tried calling **** customer support but he would hang up in the middle of the call saying they’re not open and pressing I needed to do the credit app thru Darcars or he wasn’t going to do the deal. I called and got thru, **** said I could get the car no problem but Amid insisted without a check in hand he wouldn’t do it. With ****** ******* confused as well I ended up putting a deposit on the car until the check could be mailed from **** despite them telling the manager they were clear to do the deal that night. Amid was extremely rude to the point I had to get the manager involved to calm him down. Amid kept walking out and getting on the phone and at one point went to his coworker to check the Maryland case search to search my name! I was able to clearly see it because all the offices are glass and they kept checking over their shoulder to see if I was looking. I felt completely discriminated against and forced to be in a situation I did not want. I called my salesman the following Thursday asking if the check came yet and asked why I haven’t gotten a call back with updates. He said he would have to call me next day, only to find out the car was sold onWednesday even with my deposit! My pre-approval got canceled since the check wasalready mailed out and I was forced to do a credit app thru Darcars I demanded a new finance manager only to be met with confusion as he didn’t even understand why the deal just didn’t go thru. I ended up having to get a car that I didn’t like but needed because of time sensitivity. The date of purchase was on the 25th of March.

  Business response

  04/25/2022

  CRM Sherlene L**** reached out to the General Manager Navid, please note the following how the customer has been handled. Customer show up today at 9:30 am. Kirt our used car manager set up and appointment with him requested. Customer was put with Jason B***** directly (service director).  Customer was greeted by Kirt and Jason. Customer had a bent wheel and dealer will be  replacing it and no charge to him but to our used car department. Dealer will be cleaning the car as well. We hope that his problems have been resolved. Please close. Thanks Sherlene L*******, CRM
  
  

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday, February 20th, 2022, I visited the ***** Blue Book value site through a link located on 355 Toyota Rockvilles website. The report returned with an estimated appraisal of $29,261. I then went in to 355 Toyota Rockville where they only appraised my vehicle at $26.5k. I asked why this was so low, and if the appraiser could recheck. The sales person stated that he would try, but the appraiser would not budge and that was the most they would offer. A manager was brought in who proceeded to talk down to my wife and I, and explained buying a new car would also be more expensive because of the market. However, this logic did not make sense to me because they were not applying to my vehicle. I again asked why it appraised so low, and was told that it was the most they could do and I would need to pull negative equity over if I bought a new vehicle. I left feeling like 355 Toyota was trying to scam me, and sent an email to Toyota explaining my experience. The next day, I received a call from a manager with the number ***************** who explained he was the one who did an appraisal and made a mistake in entering my mileage, and he could offer me $29k. I only received this phone call after I had sent multiple emails to Toyota, and he received a phone call from customer service explaining my complaint. It is in my opinion that they were indeed trying to scam me, and these practices should be illegal. I'm also active duty military and will be reporting to the ***** Legal department. These practices are not human error, especially because I had inquired about the appraisal value numerous amount of times when I was in the business but it was not until customer service reached out to the appraiser that he admitted to his mistake. I still have not received a call back after requesting to speak to management above the level of the appraiser.

  Business response

  02/28/2022

  CRM Sherlene L******** followed up with David M**** –  Preowned Sales Manager - Spoke with customer. I was able to apologize for the appraisal that I did. I was able to give him 28k. He really wants 30k due to being advertise by a 3rd party but that puts us at 105% market to value. The MSRP of the vehicle is 28829.   He really doesn't want to pay a higher premium on a new car and wants us to help him absorb all the negative equity or close to it.  Dealer offered him more for his trade then he decided to send semi threatening text he stated that he was going to tell everyone about his experience. Dealer will not go any further at this time. Please close. Thanks ***************************  

  Customer response

  03/01/2022

  [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: semi-threatening response because I'm detailing my experience to ensure other people do not get scammed is a misdirection of the issue. The dealer still did not address the fact that I had brought up multiple times that something was wrong with the assessment. It was not until I wrote customer service that they admitted to a mistake. This dealership tried to scam me. With the current market, this is a big issue. Imagine every time someone comes in with a trade and the appraiser simply changes a number to devalue the customers trade-in to save a couple thousand dollars. The logic of this dealership is flawed in many ways. In their response, they state how a couple thousand dollars is too much for them to assume, but they do not view the mistake of entering an incorrect milage amount on my vehicle costing me a couple thousand of dollars as the same issue. This dealership approached me to buy my vehicle, I came in at the request after receiving emails from management and sales offering me a premium price, this was not the case or experience I received when I visited this location.

  in my opinion, the error of incorrectly entering the wrong mileage on my appraisal was not a honest mistake. I feel this way because I had asked multiple times if it could be reviewed while I was in the showroom because something did not make sense. I was told that everything was correct and not until I wrote corporate, that the dealership called me and stated they made a mistake that would have cost me a couple thousand dollars. This is highly suspicious and indicated this dealership has unfair practices. The reply back from the dealership is aggressive and I'm surprised this dealership would reply in this manner to a customer on BBB. I would never do business with this dealership after that experience, and the reply inferring I somehow wanted to still make a deal is incorrect. When I walked out of the showroom, after the manager spent time talking down to my wife and I, while stating the appraisal was correct, we knew we would never shop here again. Detailing my experience is not a semi-threat, it is my right and I'm happy to do it and I hope it will save other customers thousands of dollars. With over 17 years of active duty service, I have been stationed in locations where dealerships with these practices have been put on blacklists to save active duty members from being scammed.

  To reiterate, the issue was the appraiser at the dealership incorrectly valuing my vehicle. When I brought this up multiple times, the sales person stated he was going to talk to the appraiser and if he something was entered correctly. I was told nothing was, and the offer was correct. A manager later came out and explained the same thing, but also took the time to be rude and talk down to us. The deal that was trying to be made has nothing to do with this complaint, but this location is trying to misdirect from the issue. It was not until I wrote corporate that they called me and said they made a mistake that would have cost my a couple of thousand dollars, which ironically is only an issue if it negatively effects them. This dealership and their practices with trade should be retroactively investigated. Something is wrong here and their response is highly unprofessional.

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

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom this may concern, I am writing to your company about one of of the most disgusting and hostile experiences I have ever experienced by one of your used car sales manager ***************************. I purchased a 2019 Toyota ********** LE on July 10, 2021. When test driving the car, my husband I noticed the breaks were very low, the sales manager assured us it passed inspection but my husband had q bad feeling about the brakes and asked to have the brakes checked by the dealership (it is written in the sales contract). I began to have trouble with the brakes and I came the speak with the sales person Cesar P** that sold us the car 10 days later. The manager ******** gave us a run around and would not give us a clear answer. The car sat in the lot untouched for days. The first time we took it to the shop the car had no work done and it was confirmed by the shop garage today. We recently found out the manager ******** was fired so I came to the shop today 09/27 to speak with the new used

  Business response

  09/29/2021

  CRM *************************** followed up with ***************, GSM please note the following on how the dealer addressed the concern:  PJ apologized about your experience.  PJ, GSM started off by apologizing about the customer's experience.  Dealer have extremely high standards that they expect their staff to meet and that clearly was not exhibited in your interaction with with him.  Dealer will most certainly address this and make sure that the Rep, as well as all the staff, act in a professional manner at all times with all customers.
  
  PJ, GSM was personally involved with the outcome of the situation. After speaking to all parties involve regarding your repair please note that, your brake issue.  Upon speaking with the technician and service advisor, we were able to distinguish that the front brakes were the main cause of the issue.  Replacing the front brakes and resurfacing the rotors was a cost of $485 ($415 after discounts.  We did replace the brakes and resurfaced the rotors at no charge.
  
  Furthermore, it was determined that your rear brakes would be due to be changes within 3 - 4 months.  Therefore, we offered the customer a one time discount to change the rear brakes at $350 so now she will have brand new front and rear brakes and have no worries for a few years, which the customer did accept.

  Would you please close. Thanks ***************************

  
  

• Initial Complaint

  09/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased an automobile and informed the finance department that we would pay the amount in full at the time of the purchase but we were asked to complete a credit application and were told that it was routine. We completed the application and paid in full for the auto at the time of the purchase. Several days later we were informed by the dealership that an adverse action was taken regarding our credit. We do not know what was the adverse action taken and why was it taken. We asked for an explanation but they have not responded. Our request for the explanation was sent by certified mail. We were also due a refund, which we have now received.

  Business response

  09/30/2021

  CRM *************************** did a conference call with the customer and Navid, General Manager. Dealer explained to the customer that he signed all documents upfront and understood about the credit application.   The customer asked about the terminology "NOTICE OF ADVERSE ACTION".  Navid, General Manager took the necessary time to uphold and clarify this term of Adverse Action which is a term the the credit company uses not DARCARS on the document .  C/S he will look into the matter with Reporting Agency to see if this is the case.  Dealer also stated that according to the records he had already received his check because he had cashed it. Customer agreed.  Please close. Thanks - ***************************
  
  

  Business response

  11/16/2021

  CRM ***************************, followed up with the TEAM and they were able to get this matter addressed. The TEAM was able to get it cleared with 700 Credit.  The customer should expect a letter stating this fact for his records.  It has been a pleasure assisting the customer and the dealer considers this matter closed officially at this time.   ***************************

  Customer response

  11/17/2021

  [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 dealer has not answered the questions which I raised from the time I received the letter from them informing me of an adverse action.  The questions again are What was the adverse action, and why was it taken?
  
  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. ↩