Complaints

This profile includes complaints for DARCARS Chrysler Dodge Jeep Ram of Marlow Heights's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DARCARS Chrysler Dodge Jeep Ram of Marlow Heights

  5060 Auth Way Camp Springs, MD 20746-4205

• 

  DARCARS Chrysler Dodge Jeep Ram of Marlow Heights

  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:06/19/2025

  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.

  On 5/21 I had my truck towed to Darcars, once arrived I received a phone call from the company and it was stated to me that they needed the key to the vehicle, and I let them know that the key was stolen, which is the reason why I had to get it towed to the dealership. I made an online appointment to get the key replaced on 5/23. The guy on the phone said that Darcars rules are when someone is replacing the key they must show proof of ownership. He stated its two forms of identification needed to prove ownership. On 5/27 I went to the dealership to pick up my vehicle. I waited 25 min. They told me that the vehicle was already paid for and picked up. I told them I didnt give them permission to release my vehicle to anyone. The employee went and talked to the manager(****) and I asked them again how was my vehicle released to ANYONE without proof of ownership! The employee told me they released the vehicle to someone who knew my name and knew what vehicle I had. I asked how was my vehicle released and the manager told me they released it because the person knew my name. I stated the rules that I was told, then I asked who was the vehicle given to and they said they will playback the footage and I stated to them I gave nobody permission to pickup my vehicle. So basically I told him If anyone wants a car from Darcars all they need is a name and vehicle according to management. The manager said if I didnt give nobody permission to pickup the vehicle then the vehicle was stolen, and I replied that the vehicle cant be stolen if the person paid & yall gave them the keys with no proof of ownership. Manager gave no resolutions, unapologetic, and no accountability for mistakes the company made. He only offered to call the police. I contacted corporate and they said they will investigate and get back to ********* never followed up & a week later I called back and they told me to contact **** which is the person who I contacted them about.

  Business Response

  Date: 06/23/2025

  Mr. ***** alleged that our team released his vehicle to an unauthorized person, so we contacted the police and attempted to show the customer the footage of the person that took his keys. Moments after contacting the police and offering to show the footage, Mr. ***** refused interacting with the police and said he didn't want to see the footage of the alleged thief. He left shortly after. When he later called in to our corporate office, he let us know it was his brother who picked up the vehicle. This appears to be a family matter, but if there are any further concerns, we would encourage Mr. ***** to file a police report. Thank you.

  Customer Answer

  Date: 06/27/2025

  [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: 23494021
  
  I am rejecting this response because:
  I did not tell them my brother picked up my car I gave no one permission to pick it up they gave my key to somebody that I did not give Permission to thats on DARCARS no one stole the key if they put it in they hand and they said it was a woman so how could it be my brother also yes I did tell them I did not want to talk to police because the police was going to do nothing only thing Im asking was to have the Stolen key deleted out of the system.. 
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/30/2025

  Mr. ***** alleged that our team released his vehicle to an unauthorized person, so we contacted the police and attempted to show the customer the footage of the person that took his keys. Moments after contacting the police and offering to show the footage, Mr. ***** refused interacting with the police and said he didn't want to see the footage of the alleged thief. He left shortly after. When he later called in to our corporate office, he let us know it was his brother and brother's girlfriend who picked up the vehicle. This appears to be a family matter, but if there are any further concerns, we would encourage Mr. ***** to file a police report. Thank you.

  Customer Answer

  Date: 07/07/2025

  [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: 23494021
  
  I am rejecting this response because:
  Same response 
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/10/2025

  Mr. ******* vehicle is in his possession and let us know that it was his brother and brother's girlfriend who picked up the vehicle. This appears to be a family matter, but if there are any further concerns, we would encourage Mr. ***** to file a police report. He has been apprised of the cost to disable a key and is welcome to schedule an appointment at any time. Thank you.

  Customer Answer

  Date: 07/11/2025

  [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: 23494021
  
  I am rejecting this response because: I never told them my brother or his girlfriend picked up the vehicle I gave them permission to give my vehicle to no one Furthermore, my brother doesnt even have a girlfriend for them to say I told them that is a lie
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/21/2025

  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.

  On 1/27/25 thru 2/20 my vehicle was at the DARCARS Marlow Heights, MD location for diagnosis and warranty repair. The service advisor told me that the warranty should cover my work. However, i found out that the service provider performed work prior to warranty inspection approval causing my warranty approval to be denied. I have emails from the warranty personnel advising DARCARS not to perform any work prior to an inspection. DARCARS had already performed the work. This explains why the service advisor was avoiding my calls every time i called on the status of my vehicle.

  Business Response

  Date: 03/14/2025

  Mr. ******* was informed by his Service Advisor that the work should not be completed prior to his insurance company inspecting the vehicle, but he went ahead and authorized us to begin the work. The warranty company then denied the claim due to work being completed prior the inspection as well as the warranty not applying to this particular repair. As a courtesy, we discounted ****************** Thank you. 

• Initial Complaint

  Date:10/31/2024

  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.

  This is a complaint from a previous one with this company. Took my vehicle in for service on 10/23/24 and it was suppose to be ready in a day or two. I reached out two days later to see the status and they said the brakes were delayed to arrive. The technician ***** knew that I needed my vehicle back due to me having a handicap disabled son that had a doctors appointment. My van is handicapped accessible for him. I called on Monday after not hearing anything and then it was another issue. He said since I had to my son to the doctor I could come pick the van up and bring it back after to complete the work. I noticed that they had stripped my nuts on the left rear driver side. He claims they could not get it off and they will complete the work. When I returned I spoke with the so call manager and they said he would fix the damaged that they did and gave me a rental. I just received a call from ***** and he claims my van will be ready but there is another issue. He said they still cant get the nuts off and he needs me to make another payment. I told him I already paid $3600 and you all was suppose to continue the work you didnt fix. I already paid for the work in advance and the labor for everything. I am not responsible for anymore labor costs. This is totally unacceptable and they are trying to get additional money. The communication is horrible and customer service. No one at this place is taking responsibility. My vehicle needs to be fixed properly and the damage that they did needs to be fixed as well.

  Business Response

  Date: 11/18/2024

  We completed the work to Ms. ******** vehicle and it was picked up on 11/7. She does have an appointment this week for a thermostat code unrelated to prior work. Thank you. 

  Business Response

  Date: 11/18/2024

  We were able to complete the work and Ms. ****** picked up her vehicle on 11/7. She is returning this week for an unrelated thermostat code, and we look forward to taking care of her. Thank you!

  Customer Answer

  Date: 11/22/2024

  [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: 22496526
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  Good afternoon I have had several safety issues with my Jeep Cherokee. I continues to cut off with no warning the dealership states its a safety issue to protect the engine with no regards to the safety of the people in my vehicle or the other vehicles. I took it in and let them know it stated on the dashboard it said system issues instead of them checking that and the oil burning out faster that it should they said it the battery after I showed them I had the battery tested and its nothing wrong I still have the paper stating that. They refused to fix the system issues.

  Business Response

  Date: 09/24/2024

  Per our records, we have seen Ms. *********** vehicle in August of 2024 and September of 2022, but neither visit was related to the issue described. Most recently, Ms. ********* brought her vehicle in for a battery issue, and we determined it required replacement. Between her two visits, she brought the vehicle to third party shops such as ********** and AutoZone, as well as an Ourisman dealership. We are working with Ms. ********* to schedule an appointment this week at our ************* location so we can assess her battery, oil levels, etc. and pull any codes to identify what might be causing the issue described. We appreciate the opportunity to assist.

• Initial Complaint

  Date:08/16/2023

  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.

  Dealership has had my 2013 ram for 2 weeks to diagnose a knock issue. I have been paying for a rental car because they wouldnt give me a loaner. My appointment date has passed and still no progress. I called and service advisor tells me he is not sure when they will get to my vehicle but he will try for Friday mind you Wednesday made 2 weeks. I ask to speak to manager and he tries to stop me from proceeding but I get him to patch me through. Service manager listen to my statement looks my name up and says my truck is with a technician. How ironic is it that its in the bay now after advisor saying he doesnt know when they will look at it.. I hang up and wait on call he said I would get but no call. This morning I get the call and the advisors says oh right after I got off the phone with you I grabbed the truck and took it in lol. Guess they were waiting on my call to begin even tho 5 days past my appointment. He then proceeds to say we need to tear down the motor to find the problem and we need $1500 before we will begin any work. So you make me pay for a rental car for 2 weeks and counting ($900) and then turn around and say I have to pay before you look at my truck!!! I have never been treated this way by a dealership a day out of my life this is not right! On top of that I have a warranty! They say I should only have to authorize I will pay if warranty will not and Im perfectly fine with that but a deposit on work at a dealer is crazy!

  Business Response

  Date: 09/26/2023

  ************ has an extended warranty that our team is unfamiliar with; our policy in this case is to require a deposit for the tear-down of the engine because we do not know what the extended warranty will cover. He was informed when he dropped off his vehicle that it would be a several days before he would be able to inspect and diagnose. We apologize for any inconvenience.

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 purchased a vehicle on 2/27/23 and gave a check in full for the amount given to me by **** ********** Credit Union. The process was smooth, my agent awesome. The sales rep attempted to sneak in extra costs that my husband and I caught and then attempted to blame the agent. Ultimately, the extra fees were removed. Fast forward almost 60 days layer, I still have no hard tags. I contact ****** and was told that the paperwork had been processed. I work for the **** so I had a supervisor look into it. He found that my paperwork had in fact NOT been filed due to the dealership selling me a car that still had a lien on it. I called ****** back and he tried to feed me the same horrible story until I told him who I worked for and what I found out. He said he'd check into it but because it was Friday he'd call me the following Monday. He never called and I had to call him back, I asked for an extension on my paper tags in which he came up with every possible reason why I should wait to get an extension. He said he'd call me back and again, he did not. I called on 4/26/23 to find out my tags were there. Fast forward to Tuesday, 6/6/23, I receive a letter from the MVA stating that they could not generate a title for me because they did NOT receive the current title on the vehicle. Again, I do my research and find out they went to a tag and titlw and submitted title work with a title from 2021 instead of the current title the owner had issued in 02/2023. I call and speak to general manager ** ****** and was told because I got tags I have a title. I explained that I work at the MVA and had a supervisor look into it. He requested I email him the letter and he would get back to me. I asked to return the vehicle for a refund because at this point too many issues had occured. His response I can't make any promises. Today is 6/8/2023 and I've yet to receive a call, I call the dealership to find out he is not in today and off tomorrow and there isn't anyone else I could speak to. 

• Initial Complaint

  Date:06/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Good Morning, This is my second complaint on Darcars. The first complaint was about my breaks which they kept saying nothing was wrong with them. a month pass and I had to show them video of the problem to prove to the service department something was wrong. then I paid a 600.00 fee for some loose sewers that had nothing to do with my breaks making noise. After I sent them the video the fixed the problem, they claim wasn't wrong. When I went in for the repairs, I stated to them that they needed to check all four breaks, brake pads, and roaders, they stated they did. now fast forward to May my car is doing the same thing again, so I went in again and had to pay $1090.00 to get my roaders and brake pad replace, which should never have happened due to me asking them back in February 2023 to check. I have spent so much money on repairs that never is completed the correct way. I need a refund for all the work that wasn't completed. I have had problems with this company for 3 years now and its not getting better. None of the General Managers has been no help at all. I have two small children that I take to school and rides in my car everyday, so for my brakes to have problems is a safety issue.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Obtaining our vehicle from DARCARS Collision Center of Marlow Heights Our vehicle was taken to DARCARS Collision Center of Marlow Heights after an incident on 09/23/2022. They did the initial inspection and gave an estimate of 7 days to repair the damages. However, it’s been more than 4 months (4 months and 11 days to be exact) and they still haven’t completed the repair and haven’t given us a date by which We have been in communication with them throughout the process and they have kept promising us that the repair will not take more than two weeks. However, it’s February now and we don’t have a reasonable hope of getting our Car back any time soon (if ever) without taking legal action. We do understand that difficulty in obtaining the necessary parts and other unforeseen reasons can delay the repair process. However, even by their own admission, it has taken exceptionally long to complete the repair in our case. We simply don’t think they are putting even the minimal amount of effort.

  Business Response

  Date: 02/17/2023

  CRM *************************** followed up with the Dealer Team please note: This vehicle has been completed and picked up.  The customer picked up last week.  This was a very extensive repair.  Due to delays and back ordered parts we were on schedule.  This vehicle had over 17k worth of damages.  The customer knew from initial inspection this would take multiple months to complete.  The final issue that held it up was the payment confirmation.  We were owed over $9k that had to be collected.  Please close. Thank you, ***************************
  

  Customer Answer

  Date: 02/21/2023

  [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

  Date:12/22/2022

  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.

  On June 14,2022 I traded in my 2017 Jeep ******** to Darcars on ************************** Suitland, MD *******. When speaking with the sales person he insured me that the car was certified and had no mechanic issues. This car was priced at 49,000. The next day when I went to the dealership to pick up the car, The inside was dirty the arm rest was broke into different pieces, brakes was bad and had to be fixed two different times, I only received one key which the cars come with 2, at the moment I still only have one key. When starting up the car it makes a noise which I have sent videos of the noise to two of there service departments and they still staying nothing is wrong and that the car have to make the noise in front of them before they can see if something is wrong. I talk to the GM he stated he can not take the car back and didn't offer any options on a 49,000 car that's having issues after having the car for one day. No one at this company has been any help and we have been a customer of them for about 2 years now. Not to mention the first car they sold us was a bad car and they were saying nothing was wrong with it and sent the car to be looked at by Chrysler dealer and a list of problems came back so they had to buy the car back from me. I am at my breaking point with this dealer because they are selling bad cars to people at a high ticket price also false advertisement. Thank you. 

  Business Response

  Date: 01/06/2023

  CRM Sherlene L**** followed up with the dealer team.  Please note the Jeep was purchased on 6/10/2022.  The price of the car was $38,000 (Not $49,000) The customer complained about the brakes on 10/7/22 which was 4 months later and 6000 miles. The service replaced them (they were not under warranty).  Good will ONLY. RO#*******.  Customer is more than welcome to trade her car for another car.  Customer has an appointment to see the Manager on Saturday, 1/7/23 @ 1;30 to close this matter. Thank you, Sherlene L****

• Initial Complaint

  Date:08/24/2022

  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.

  On July 26, 2022, My SUV was dropped off at the shop because the Throttle Contol Warning light was on. The repair shop misdiagnosed the issue on my car. I paid $2,442.84, when I picked up my car before I got halfway home the same light came on. I returned my car back to the shop and while waiting they stated that the throttle body needed to be replaced, I told them that, that was the issue and that if they had test drove my car that they would have noticed that the light was still on. Now they want to charge me another $1,500 to replace the Throttle Body that should have been replaced from the start. I feel that I was charged for work that my car did not need. Not to mention that they have had my car since 7/26/2022. I just want my car repaired.

  Business Response

  Date: 09/06/2022

  CRM Sherlene L****, followed up with *** ******, Service Manager, All matters have been resolved with the customer and she is happy. Please close. Thanks Sherlene L****