Complaints

This profile includes complaints for DARCARS 355 Toyota of Rockville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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DARCARS 355 Toyota of Rockville has 2 locations, listed below.

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  DARCARS 355 Toyota of Rockville

  15625 Frederick Rd Rockville, MD 20855-2109

• 

  DARCARS 355 Toyota of Rockville

  7550 Wisconsin Ave Fl 6 Bethesda, MD 20814-3559

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my 2010 ***** from Darcars, I paid $875 for a Protection Plan that included, at no cost, oil changes (you will never pay for oil or labor), seasonal inspection, tire rotation, and other services. Detailing was capped at never more than $75. I still own this car and expect Darcars to stand by their agreement.I dropped my ***** off for service and detailing on October 20. I was quoted $75, the correct amount, and signed that quote. I checked the box requiring 355 to contact me if the cost increased by 10% or more. (There was no reason for an increase but my experience with 355 has taught me they cannot be trusted. More on that in a bit.)When I picked up my car, I was handed a bill for over $100. ****, the service manager, claimed that my plan never provided free service–despite over 13 years of experience to the contrary, not to mention the explicit terms of the agreement–but instead called for $35 labor charge for each oil change. I asked him to check the terms of the agreement, to which he responded that it was me who needed to read the agreement. Since he refused to check the agreement, I asked him to call up my service record to see I had never been charged for labor. He refused, repeating, as if speaking to a dim child, you just need to read the agreement. He similarly rebuffed further requests to simply check his assertion. At this point it was clear: to get my car I would have to pay DarCars extortion fee. So I did. Not without some choice words toward **** that I'm not proud of no matter how richly deserved.I request:A written apology from **** co-signed by Darcars and Toyota leadership; A document that I can use each time I go to Darcars for protection plan service that clearly states what I am entitled to at what cost, signed by someone with sufficient authority so that I get the benefit of the bargain without stress;My $35 back, a small gesture that Darcars is held accountable.

  Business Response

  Date: 11/13/2023

  Our team spoke with **************, refunded him, and agreed to honor the 2010 iteration of his Protection Plan. You may close. Thank you.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  *******************