ComplaintsforDARCARS Ford of Lanham

• 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

  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,
  
  ***************************
  
  

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my *** to *** of Bayside in Waldorf Md about 1 year and some months ago because of "excessive rod bearing damage" *** of Bayside claimed to have fixed the engine INSTEAD of replacing the engine,. 1 year later My *** ****** 2013 ** started acting the same way but now worse. I had my car towed (out of pocket) to ************ they refused to replace the engine because of something they called excessive slugged. I had my car towed back home (out of pocket). I filed a complaint with *** Consumer Affairs Case# ********. I was told by *** Consumer Affairs that the engine should have been replaced not fix and to take my car to another *** ********** and give them my case # and explain the situation. I then had my car towed to Darcars Lanham *** (out of pocket tow) and was told that the engine needs to be replace because of too much slugged. I was also told by Darcars Lanham *** that if I just got the engine repaired 1 year and some months ago that their is no way the engine should have that much slugged causing and that I need to buy a new engine. I was also told that if ****** ***** Waldorf, Maryland would have replaced the engine like they should have from the very beginning my car would not have the exact same issue.!!! I WILL NEVER purchase another *** and recommend nobody else does either for not honoring the recall. Keep in mind I have been fighting for almost 2 year to get this fixed and the bottom line I am told i have to BUY a brand new engine myself. Also reported this a **************** of *** Cosumer Affairs and he basically told me *** corporate has nothing to do with privately owned *** Dealerships and to take it up with the dealerships!!! He should be fired for even saying something like that.

  Business response

  03/04/2022

  CRM Sherlene L********* followed up with the dealer and spoke to Travis, Service Manager, dealer has made many attempts to reach out to the customer. Customer never returned the call.  Please close. Thanks - Sherlene L********

  Customer response

  03/05/2022

  [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: i responded back and left several messages for Travis with clerk who was suppose to pass the message along to him. Every time I call to try and reach him he's never available to come to the phone so I am forced to leave a message that never reaches him. Please call to reach me directly ************** I have also left this number every time I called and left a message for Travis to call me back

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

  Business response

  03/08/2022

  CRM Sherlene L******** spoke to the customer today. C/S that he does not have $8000 to invest in this repair at this time.  Offered the customer to see if the window opportunity of trade would be possible. CRM reaching out to the dealer for consideration and have the dealer contact him direct. Thanks Sherlene L**********
  

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm reaching out today to inform you about my recent experience at the DARCARS Kia dealership in Lanham, Maryland. On Saturday, November 20th I purchased a brand new 2022 Kia ** *** from this dealership. The following night on Sunday, November 21st I was driving the newly purchased vehicle when it began to rain. It was at that moment that I realized the windshield wipers on my brand new, less than 24 hours off the lot vehicle weren't working in the middle of a storm. At that moment I was genuinely scared for my life and my safety as the windshield was completely obstructed due to the windshield wipers improperly functioning. I contacted the DARCARS Kia dealership in Lanham that night and they informed me that I'd need to bring the vehicle in the next morning to be looked at. I brought my new vehicle in at 8am sharp when the Service Department opened. The first service agent I spoke with began to try to get the windshield wipers to work and in the process sprayed windshield wiper fluid all over the windshield and the opened drivers side door of my car. He then told me that I'd either need to wait for three hours or make an appointment for the following week, and that he'd wipe off my windshield and send me on my way. He also informed me that when I came back for my appointment, I'd need to bring a certified check as the fees for diagnostics on my car would be $232.00/per hour. It was at this point that I HIGHLY questioned and ultimately regretted my decision to purchase that 2022 Kia ** from the DARCARS Kia dealership in Lanham, MD. Not only was my life in danger almost immediately after purchasing the car, but the service department representative made me feel as though my business didn't matter, my safety didn't matter and that I would need to pay out of pocket to fix this issue when I just spent well over $30k on a brand new vehicle that is already having issues.

  Business response

  12/01/2021

  CRM, Sherlene L*******, reached out to the General Manager, Sam D******, please note the following: Sam D*******, General Manager stated that the vehicle is still here being worked on by our Kia master tech. There is a wiring problem with the car.
  Customer has been in rental from day 1. Thank you, Sherlene L*********

• Initial Complaint

  11/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 10th I purchased a 2022 Kia ********** In October I had not received my hard tags and contacted the finance representative and was told to come in and complete more paperwork. I went in completed the paperwork and received another set of tags on October 8th.On Thursday November 4th and Friday November 5th I texted the finance representative to inquire when my hard tags will be available. On Monday November 8th I was instructed to come into the dealership and complete the same set of paperwork for the 3rd time. When I requested a new set of temporary tags I was told that they were not an option as the system only allows 2 sets. I explained that my tags were dead as of today and was told to keep my sales paperwork in my vehicle in case I am pulled over and to inform the officer that the dealership is having a difficulty obtaining license plates. I was informed that my paperwork would be rushed and I would have my license plates this week.On November 10th I was informed that the paperwork was sent to DC DMV and there was not a date for me to receive my license plates. I called and spoke to the Manager ***** who stated he would call me back. An hour later I call again and was asked to give the Manager another hour. 3 hours later I did not receive a call back and was informed that the manager and general managers were unavailable.It has been 3 months and I am without license plates, an alternative solution, and I have dead temporary tags.

  Business response

  11/15/2021

  CRM Sherlene L***** reached out to the dealer spoke to Carolyn B*******, Group Controller.  Please note accounting has the information needed to complete the process of tags.  Dealer will ******* ******* to the Title service as 11/11. They average 7 business days to process the DC T&T work. Thank you, Sherlene L********

*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. ↩