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

  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:07/19/2024

  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.

  I bought a car a little over a year ago then I got the breaks changed at ******** they told me to take the car back to the dealership because our shocks needs to be replaced so we did. Then when we got the car back there was a rattling I called the dealership multiple times to get the rattling looked at they kept telling me it was nothing and probably something in the trunk. Then not too long ago I rear ended someone (it only effect the ***** of my vehicle the rattling is on the rear passenger side) so when it was taken to a collision place they fixed the front end of my car and took a look at the rattling as a courtesy they told us the shock tower was completely detached from the car due to a stripped bolt and this car is completely unsafe to put on the road and to take it back to the dealership service center because they were the lasts ones who touched the shocks. Well after a lot of bad customer service (including being yelled and and ignored multiple times over many many days of going up there) they tried to say it was because of impact to the rear part of the car there has never been impact to the rear of my car. So they are just trying to cover up what they messed up because of the clear malpractice and negligence this shop constantly shows. With this type of serious malpractice they couldve seriously hurt or even killed me my 2 year old daughter and my daughters father because they failed to uphold their end of the deal to make sure my car was completely safe before leaving their facility or at least tell me what was wrong before letting me drive off. Now my car is deemed at totaled by my insurance because what they broke cant be fixed/costs way more than my car is worth). This car was supposed to last me years to come and because of this shop Im out of a car.

  Business Response

  Date: 07/29/2024

  Our service team has spoken with the customer at length -- this vehicle came into our possession without tags, and bears evidence of recent paint work in the rear, as well as damage to the rear quarter panel. The customer has repeatedly stated that insurance dubbed the vehicle a total loss and determined that we are at fault, but we have yet to hear from her insurance company. As we told her during our last conversation, there is no evidence that mechanical repairs made 10 months ago have anything to with this; the culprit is likely whatever impact inflicted the current damage to the panel. Please reiterate to the customer that we will need to hear from her insurance directly for this conversation to move forward. Thank you!

  Customer Answer

  Date: 07/30/2024

  [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: 22015058
  
  I am rejecting this response because:
  There has NOT been any impact whatsoever to the back of my car. There has NOT been any new paint applied to the back of my car. There were tags on the vehicle when we dropped it off to yall. I have pictures and documentation to prove it. The car wasnt considered a total loss until AFTER it was in yalls care and my insurance went up to the service department and spoke to yall. So yes they have already spoken to ****. I have video proof that the rattling started after **** worked on the car literally the same day I got it back. I also have multiple that heard the rattling as well. Everytime I called after **** worked on my car about the rattling **** kept saying it was probably something loose in the trunk and nothing to worry about when it couldve KILLED me and my family. Yall have the same mechanics that messed the car up in the first place saying they did nothing wrong of course they wont admit they did something wrong they dont want their license taken because this is MALPRACTICE. The car was deemed totaled because of YALL messing up the car. Not this imaginary impact yall are trying to say happened. Which again there has never ever been impact to any part of the back of this vehicle. That is a fact. 
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/09/2024

  As stated previously, we have yet to hear from **************************** insurance company. At present, these claims do not appear to be supported by facts. Please advise her to have her insurance company reach out to our service team at their earliest convenience. Thank you!

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair 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.

  COMPLAINT. I was charged for repair services I did not request AND overcharged for parts in spite of advertised price matches and coupons. On May 22/23 I had my 2016 Camry LE serviced at 355's *************** where I have been going for many, many years. I received a bill for $3250. This is an overcharge and needs to be corrected. Problem 1: I was charged $50.98 for the replacement of wiper blades. I did not request this service nor was I informed it was going to be executed. I am owed $50.98. Problem 2. Two ********* F140 tires were replaced on my car. I was charged $444.12 for parts, which were two ********* FT140 tires. This is an overcharge because Toyota 355 has an advertised price match. I referred to *********** own website and the cost of a single FT140 tire for a Camry 2016 is $154.99. Hence the actual cost is only $309.98. Therefore, I am owed $134.14 for the tires. Problem 3. Brake caliper coupon not applied. At the time of service, Toyota offered a coupon for brake calipers at 10% off. I was told I could not use this coupon as another discount was already given. I find this a bit suspect at best. If I would have declined brake service and brought the car back the next day the coupon technically could be applied? Of course it could, as ************************************** This is not looking out for the customer. I would like the 10% applied to whatever the cost of the calipers were. I cannot determine this by the service record. Summary: I am very displeased with the charges and this service experience. In fact, I had to call several times to check on the status of the car. When I called in the evening, no one was picking up the phone. Finally, after several calls, a young lady answered. I received a call back the next day, which amounted to a "tough" and was basically a blow off.

  Business Response

  Date: 05/30/2024

  Our Service Director ***** reached out and left a voicemail for the guest on May 28th but I don't believe we have heard back. Please ask the guest to return our call so we can get this taken care of. Thank you!

• Initial Complaint

  Date:02/04/2024

  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.

  On December 19, 2023 I paid $500 to 355 Darcas Toyota, MD to reserve a white Toyota Camry XSE 2024 with panoramic roof because the financial person in the dealership said I had to make this payment to reserve this car, so it would not get sold to another customer because the authorization process would take around 1 to 2 weeks. After 3 weeks I came to the dealership and I requested an update on this situation, the general manager (PJ) came and told me that the deal the financial department offered me could not proceed.I thanked him for his honesty and also I mentioned to him that I did not appreciate this missinformation event.The deal was never completed and the money never was refunded to me. I already waited a month and a half to get my refund on the credit cards I used to paid this ammount but I hadnt receive any refund or apologize from this dealer, on the contrary, few days later after the deal was broken PJ called to my personal phone number in an arrogant way to complain about a bad review I gave to 355 Toyota of Rockville, MD on a survey that Toyota ************* sent to my email and on a rude way he told me to take my business to another place because he would not risk loosing his franchise with Toyota for an unhappy customer (me), he prefered to loose me because of my honesty on the survey that Toyota sent me instead on apologize for this terrible experience or refund my $500 after the product they offer had not been provided.So now I need the help of the Better Business Bureau to get a refund from this company.

  Business Response

  Date: 02/06/2024

  ****************** purchased a vehicle from us. Shortly after, he damaged his vehicle and in an attempt to avoid insurance costs, he inquired about trading the vehicle. We attempted to facilitate a trade but were unable to complete the transaction (which would have been his third transaction within 90 days), but we had some of his scratches buffed off as a courtesy. He then realized he needed to use his insurance but the *** was never attached to his policy and there was in fact an error on his policy so the claim was declined. Our General Sales Manager spent nearly 45 mins on the phone with his agent correcting the issue. He had placed $500 down to hold a vehicle, but as mentioned we couldnt complete the deal. We then agreed that if the claim was approved, since his deductible was $500, he would keep the funds in house to be used towards his repair. Since receiving this case, the customer has already been refunded the correct amount ($250 each on two separate Visas).

  Customer Answer

  Date: 02/07/2024

  On February 6, 2024, 355 Darcas Toyota of Rockville, MD replayed that we agreeded to save the $500 on the house as insurance repair deductible costs but that was before the general sales manager PJ disrespectfully called to my personal phone to complaint about a bad review I gave them on a survey that Toyota ************* sent to my email for this awful experience as I quoted before. On that rude call PJ, offered to refund the $500 right away because he so upset for the bad review I gave them, and he banned me as a customer from all 355 Darcas ********************** of **********************, MD services (service center, sales ***************** center) so its ilogical and a lie that they were keeping my $500 for insurance repairs deductible when he banned me to any  355 Darcas Toyota of Rockville, MD. So I dont know why theyre replaying they already issued a refund on both cards when I have proof from the bank owner of both credit cards, which Im attaching to this message, that the merchant never sent a refund because they didnt find evidence of a billing error on a dispute I opened with them for both charges after PJs rude call. Thats why now I came for the help and mediate of the BBB to really get my $500 refunded.

  Business Response

  Date: 02/16/2024

  Hi, we are attaching the screenshot refund for $500 as sent by our accounting department. We would ask that ****************** double-check his bank statement.

• Initial Complaint

  Date:11/28/2023

  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.

  On 11/20 I entered a online order because I saw a 25% off promotional email I received. I work very close to Darcars 355 Toyota so I decided on this location. When I picked up the crossbars I noticed that the 25% was not taken off of the order. When I pointed this out to the gentleman at the parts counter on 11/22/23, he said that his manager was not in and would not be able to process the difference until Monday the 27th. Feeling uncomfortable about the situation I later called the main line asking for the GM, the nice receptionist took my name and number an told me I would be called to resolve. With no call on the 27th by any party, I called in again, I got bounced all around and nobody would help me. On the 28th I spoke with ************************* and he told me "there was nothing the dealer could do because the dealer actually does not represent Toyota" I have 3 Toyotas and have had them all my life, this is not the right way to treat your customers. The worst part was actually that nobody in the dealership knew who was the person to help me. No accountability at all for such a simple thing.

  Business Response

  Date: 12/27/2023

  Thank you for bringing this to our attention. We have spoken with our Parts Director and he was happy to adjust the bill for the difference as a gesture of goodwill. However, please advise **************** that in the future he must apply online coupons to his online cart at the time of purchase. Thank you!

• 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,
  
  *******************