Complaints

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:06/30/2025

  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.

  I purchased a new Toyota Tacoma from Darcars Toyota in ************************* Vin # *****************. At the time of purchase financial manager ********** put the wrong code in for my extended maintenance agreement . ( # ******** ) ( Application #RL854G) . I went for a service at ********** Toyota and service writer said the maintenance agreement had expired.I contacted Darcars Toyota and had to go there to get this resolved. When there and was told that it was good to ******* service had the same issue . Correction was never handled. This has been going on since i owned the truck . I need a service done on my truck and the service team at ****** Toyota said the maintenance plan is still expired. How can this continue on for almost 5 years. It just seems that nobody cares about fixing the issue. I just want what i paid for.9

  Business Response

  Date: 07/03/2025

  Thank you for reaching out so we could assist! Our management team connected with Mr. ***** and was able to issue him a refund for his unused maintenance. Mr. ***** is satisfied with the resolution. 

  Customer Answer

  Date: 07/09/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/12/2024

  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.

  On 10/28/22, my husband and I purchased a 2022 Toyota Camry from Darcars of Frederick. After selecting the vehicle, the salesman sat with us and offered the obligatory extra packages, warranties, etc. We told him we were not interested. He mentioned the Darcars Assurance program and explained that it came with benefits such as annual detailing, sanitization, nitro in tires, etc. To that statement, my husband said, word for word, "With that one, we would be open to discussing further." The salesman moved on with his speech and wheeled us over to Finance. He drew a "t" and had us initial. We thought this was acknowledging that these programs were offered to us. NOT accepting the offer, as he didn't discuss the Assurance one bit further. We moved forward with the Finance paperwork, which is the typical paper after paper, signatures on everything. We did not take the time to read every word because we've never had a dealership slide anything in before; we trusted them. We were in and out in a short period of time. Once I got home, I thought the payment seemed a bit high for the range I had in my mind. When I read through the installment sale contract, I saw the Assurance program, in the amount of $2495, had been added to our total financed. I reached out to our salesman and he said we "agreed" to the program. I said we never confirmed we wanted that. When I asked if we could cancel, he said "No, it's too late". We lived with it for 2 years, unhappy with the program because we do not live in Frederick. It's inconvenient to take the car for detailing an entire day and waste time. If we wanted a car detail, we would pay for one locally! We are "upside" down on our loan. As economic times are quite difficult, we inquired about trading the Camry in but, of course, are entirely in the negative on equity...$2,495 is a huge part of that. I contacted the dealer, and learned the salesman is no longer there. I left a message for the manager. NO response.

  Customer Answer

  Date: 09/12/2024

  To clarify, the dealership knowingly added an additional package for the Assurance plan, with the salesman knowing we did not agree verbally. Slipping line items onto the sales contract and having people sign without discussing or acknowledging lacks integrity. 

  Customer Answer

  Date: 09/12/2024

  My last communication with the business was on 9/10/24, in which I spoke with Javi, the finance person. He informed me that the program cannot he canceled. I then left a message for the manager, ****, who has not responded. 

  Business Response

  Date: 09/20/2024

  Our management team has reached out via phone at least twice since we received this case with no success. Please have Ms. ********** return our call when she has a moment and ask for our General Manager, *****. Thank you!

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22271712
  
  I am rejecting this response because the dealerships response is untrue. It states that their management tried to reach me twice, unsuccessfully. False. I received one voicemail from a manager, ****, Darcars, on 9/19/24 at 2:08 pm.  I returned his call on 9/20/24 at 1:11 pm. We spoke for 7 minutes, during which time he stated he was just jumping into this conversation and didnt know anything about it.  I explained the entire situation to him, exactly as was described in my initial complaint. His response was, Yeah, you cant cancel that. And proceeded to say he could help me find a different car. Why would I entrust them with yet another sale?? The most frustrating aspect of this is that theyre acting as though this is a simple case of Buyers Remorse it is most definitely not. If we knowingly signed up for this expensive package, why would my first contact with this issue be within ONE hour of arriving back in **********, upon reviewing the paperwork copies? One hour. At that point, the dealership had every opportunity to acknowledge there must have been some misunderstanding and offer to make it right. This wreaks of dishonesty and fraud. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 09/30/2024

  We spoke with Ms. ********** last week and will be refunding her $2000. A check request has been sent to our accounting team and we expect it to be processed within 30 days. Thank you for reaching out so we could assist.

  Customer Answer

  Date: 10/08/2024

  Issue has been resolved! Darcars agreed to refund partial amount of total assurance plan. 

• Initial Complaint

  Date:05/17/2024

  Type:Customer Service 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 4/10/24 I made an appointment for both routine maintenance and for my annual free car detail. The appointment was set for 5/17 at 0830. However, on 5/14/24 I received an email that my appointment was at 0800 on 5/17. I called the dealership on 5/15/24 to verify the appointment and I spoke with ******** who advised that there was not an appointment for a detail scheduled. Due to the detail appointment was never scheduled, I had to cancel my appointment due to the purpose was to get maintenance and the detail for the same day. ******** showed no empathy and simply hung up the phone confirming that she canceled my maintenance appointment. On 5/16/24 at 3:24PM I received a voicemail from Toyota reminding me that I still had an appointment for 5/17/24. I called Toyota again and spoke with a guy named ***** who again showed no empathy and just said that there was no appointment scheduled for me. He did not apologize or offer to schedule a new appointment for me. I went to the website and attempted to get the manager contact information and the A.I bot said they did not have that information. After 4 contacts with Toyota I was left without service and feeling as an unvalued employee. I needed the maintenance and detail because I was going out of town for a special event. I paid for the maintenance plan when I recently purchased a new 2024 at the dealership and I was promised that I would get a free detail once a year per the other plan that I purchased. Months ago I had to go to the dealership because there was a mix up with my tags as I was told I could keep my tags but then got a call telling me to come to the dealership to pick up new tags and then to return my old tags to the **** I was promised so much when I purchased the car and I have had nothing but errors and empty promises afterwards.

  Business Response

  Date: 05/17/2024

  We have a *** that handles our incoming calls and assist with scheduling of service. However when a customer request a detail it should be transferred to the store directly to set up. In checking our detail calendar we do have him scheduled for a detail with our vendor today Friday May 17, 2024. I called to make him aware we can perform his service request today, however there was no answer. I left a message for him to make him aware of this. 

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21723291
  
  I am rejecting this response because:  The response does not provide any remediation or fix action to prevent future incidents.  Were the agents counseled, will a refresher training be provided to all agents, etc?  How do they prevent future incidents?  How do I know as a customer that this will not happen again?  As great misinformation was provided to me I canceled the maintenance appointment which was not addressed.  Yes, I received a voicemail mid morning saying I could come in for a detail but there was nothing about my maintenance appointment.  Also, there was no courtesy offer as far as compensation to regain my faith as a customer.  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/20/2024

  Our call center director has been informed, and has since counselled all of our team members including the two named in this complaint. Our Service Director at the dealership has also reached out via phone and email to bring Mr. ******** in so we can make up for his experience, but we have yet to receive a return phone call or email. If Mr. ******** would respond to our invitation, we would love to make things right. We stand by ready to assist. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21723291
  
  I am rejecting this response because: I replied to the Service Director and am pending a response on the way forward, the dealership making things right, and for the restoral of trust.  Currently, pending a response from the Service Director. Things have still not been completely addressed as I continue to receive emails and automated calls about how I failed to schedule an appointment for service.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/21/2023

  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.

  This dealership clearly covered up damage to a truck we bought recently. They took their Darcars plate right over the damage and did not even install the plate in the correct manner. There was undisclosed damage and they are completely unwilling to fix it. When I tried to work it out with the manager, he hung up on me.

  Business Response

  Date: 02/21/2023

  CRM Sherlene ***** followed up with the Dealer Team, please note the following statement - General Manager, James ***** spoke with the customer this morning and have an agreement with her to
  speak with her next Wednesday after she takes it to her local dealer to
  ensure the truck wasn't in a accident prior.  James *****, General Manager informed her that per
  the CARFAX that they signed there is no prior accident showing but for
  peace of mind we will see what they say.  If she is not happy with their
  findings, I told her, we would have a different discussion then.  Please close, Thank you, Sherlene *****
  
  

• Initial Complaint

  Date:10/17/2022

  Type:Product 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.

  My husband purchased a 2022 Toyota Tacoma truck on July 14, 2022, from DARCARS Toyota of Frederick. At that time the sticker price of the vehicle was listed at $42,781 - to which they added a $5,000 premium (evidently due to a shortage of vehicles?) AND another $2,495 for a DARCARS Assurance program, additional items/fees/commission to subtotal $52,101.92.
  
  My husband passed away on August *** **** - about a month and a half after the purchase and the vehicle now has just over 600 miles on it.
  
  I have no use for the truck and do not want to continue to make the payments on it. I took the truck to DARCARS and they offered to buy it back at $35,000. In talking with the general manager about the additional fees my husband paid, he offered to return the $2,495 for the DARCARS Assurance Plan IF I gave them the truck back at $35,000. That amount, event with the $2,495, was still less than what CARMAX had offered ($39K).
  
  I am now trying to sell the vehicle that my husband paid over $52K to his nephew at the CARMAX price. Rightly, my nephew wanted to learn more about the DARCARS Assurance plan - and if the plan was transferable. I went back to the dealership and after a bit of time was provided a pamphlet on the program. No one could determine if the plan was transferable; however, a quick internet search showed that DARCARS has no dealership in California (where my nephew lives) so the plan would still be worthless. At that time I asked if they would prorate the plan since it would never been used and, again, they had no answer.
  
  Today a representative contacted me with the answer that nothing could be done, no matter the circumstances. At best I would like the $7,495 extra fees returned - at the very least I would like a refund of the $2,495.

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/21) */
  CRM Sherlene ***** followed up with the Dealer Team please note: Dealer has been in contact with her in this matterand believe we have come to a resolution. She is happy that we are going to prorate the unused portion back to her. Thank you, Sherlene *****