Complaints

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

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  DARCARS Ford of Lanham

  9020 Lanham Severn Rd Seabrook, MD 20706-2922

• 

  DARCARS Ford of Lanham

  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:07/05/2025

  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 May 15, 2025, I purchased a car from a customer whose vehicle was being repaired at Darcars **************** in ********. The car was undergoing front-end repairs on the driver side. It was missing one wheel, which I brought, and a Darcars employee mounted the wheel and tirebut did not perform an alignment, even though the car had just come out of collision repair.I paid the remaining $13,000 balance to Darcars and took the car home. Weeks later, I visited my local tire shop to install matching wheels and tires. They were unable to align the car due to a bent front strut, which should have been identified and corrected during Darcars repair process.Additionally, multiple body panels were misaligned and improperly fitted. I returned to Darcars to resolve the issue, but they refused to make repairs, saying the warranty only applied to the previous owner, not me. They also stated they needed the previous owners insurance to reopen the claim before they could do anything. Despite several follow-ups, no action was taken, and Yurithe point of contacthas remained unresponsive.Darcars' refusal to fix their incomplete and potentially negligent work has left me with additional repair costs. I am seeking assistance from the BBB to have Darcars complete the necessary repairs or reimburse me for them.

  Business Response

  Date: 07/14/2025

  Hi, thanks for allowing us to look into this. The owner of the car while the car was being repaired was a  Mr. ****** ******** and that is who paid the bill for the repair (payment receipt & work order both show his name as the owner at the time of repairs). We did replace the left front strut on the car but were unable to perform an alignment due to the car having oversized wheels. The original owner nor the insurance company were charged for an alignment. Our warranty on repairs is a non-transferrable warranty. Given that Mr. ***** was not the owner of the car while it was in for repairs, the warranty does not transfer to him. Thank you.
  

  Customer Answer

  Date: 07/14/2025

  [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: 23558855
  
  I am rejecting this response because: They are claiming I did not pay for the repairs but here's the reciept that shows it was paid with a debit card ending in 7773 and I've attached a picture of the debit card that ends in 7773 with my name ***** ****** attached to it. Secondly, they are also claiming they did not do any alignment because the car had oversized wheels... but this is just negligence on their part because who in their right mind would do a front end repair and not do an alignment? The real reason they did not perform an alignment was because at the time, the car only had 3 wheels but after arriving on may 15th I had provided the 4th wheel. Which at that point in time an alignment should have been performed. 

   

  They are claiming I did not pay for the repairs and I have showed that I have, then they are also not taking responsibility for a mediocre repair saying that Mr. ******** is the person who has the warranty which is not transferable but it makes no sense because the work was done on the same car.. the owner should not matter. As a company you should stand behind your work. Lastly, they claimed they could not perform an alignment because the car had oversized wheels which is no excuse after having done front end collision repairs on a car.. the real reason is because there was not a 4th wheel mounted on the car which I provided the 15th of May when I paid for everything.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/22/2025

  Mr. ********* brought his vehicle for repairs in December of 2024, and Mr. ****** purchased the vehicle in May of 2025. Unfortunately, our warranty on repairs is not transferrable to another owner. Even if Mr. ****** showed up with a wheel to put on the car, if we did not have a complete matching set of factory size wheels, there would have been no way to perform an alignment. As such, we did not perform an alignment or charge for one. Thank you. 

  Customer Answer

  Date: 07/26/2025

  [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: 23558855
  
  I am rejecting this response because: Darcars is now shifting its justification for not performing an alignment from stating the vehicle lacked a wheel to now citing mismatched wheels. At no point was an alignment even attempted, not even partially, nor was it ever communicated that mismatched wheels would prevent them from performing standard post-repair procedures. The front end was repaired, and a front-only alignment couldand should have been performed. I provided a factory sized 20" wheel, and the rear wheel could have been temporarily swapped to the front to allow proper alignment but no such effort was made.

  
  

  They also mention that the car was brought in on December 2024, but that has no bearing on the quality or responsibility of the final repairs. The car remained in their possession that entire time, meaning they had ample opportunity to ensure everything was done properly. The amount of time they had the vehicle only strengthens the expectation that it should have been returned in near factory condition. Yet the car was returned with missing body clips, poor panel alignment (including the hood), and a side skirt popped out of place becuase it was damaged while their employee mounted the wheel I provided.

  
  

  Ownership transfer is irrelevant to workmanship quality. The car is what was serviced and should be the basis of any warranty or accountability. I paid the final balance and supplied the missing wheel. I returned within weeks of picking up the vehiclenot monthsand all my concerns relate directly to unfinished or improperly completed work. Instead of standing behind their repairs, Darcars is deflecting blame to avoid responsibility for clear examples of substandard workmanship.
  

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

• Initial Complaint

  Date:08/10/2024

  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.

  Date of the transaction: August 5, 2024 and ongoing.The amount of money I paid the business: Zero, because the problem still exists.What the business committed to provide me: Key Fob purchase and programming.What is the Nature of the dispute is: I took my vehicle to DARCARS/KIA to purchase a Key Fob, get it programmed, with my three extra keys. ************************, Service Director, indicated he would work me in since I didn't have an appointment and it would take approximately one and a half hours to program the keys. After the mechanic tried to program the keys, Mr. ***** advised my battery was dead, from having the ignition in the on position, to program the keys. Later, he conveyed the mechanic had attempted so many times to program the keys, the Anti-Theft System locked my vehicle and couldnt unlocked. On 8/7/24 *******************************, **************** Representative called and informed me they would have to get a "Third Party," to come on 8/8/24 between 11:00 am and 12:00 pm to unlock my vehicle. I called numerous times on 8/7/24 and 8/8/24 to speak with Mr. ***** or ****************** and was repeatedly told they were in meetings. I sent the owner (*****************************) an email explaining the problem at the time, and he never returned my email nor called. As a result, on 8/8/24 at approximately 5:15 pm I went the DARCARS and spoke with Mr. *****. I inquired about the status of my vehicle, and he was replied didnt ****** call you. I replied, no and then he said well he left you a VM. He advised the "Third Party," couldn't unlock my vehicle and the *** was damaged. Mr. ***** stated that the *** was probably going out anyway. My car was operational before taking it to their business to purchase a Key Fog and extra keys programmed. Also, that they were trying to locate a **** ***, but because my car was old, and a 2009 **** didn't have a ***, and didn't recommend getting an aftermarket ***. He explained on Monday (8/12) they would continue to find one.

  Customer Answer

  Date: 08/26/2024

  The correct amount for the Key-Fob was $189.95!

  Customer Answer

  Date: 09/06/2024

  Business resolved my complaint.

• Initial Complaint

  Date:10/23/2023

  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.

  10/23/2023 AMOUNT PAID: $275.02 THEY DID NOT PROVIDE ME ANYTHING MY DISPUTE IS THAT ON 5/21/2019 I PURCHASED A BATTERY WITH AN 84- MONTH WARRANTY (WHICH IS 7 YEARS) THEN ON 08/23/2021 I WAS HAVING ELECTRICAL ISSUE THE BATTERY WAS TESTED AND FAILED BECAUSE OF A BAD CELL SO IT WAS REPLACED WITH NO CHARGE TO ME THEN ON 10/23/2023 MY CAR WOULDN'T CHARGE THE BATTERY WAS TESTED AND IT WAS HEAVILY CORRODED AND UNABLE TO TEST BECAUSE OF THAT SO THEY CHARGED ME $275.02 FOR A BATTERY WHICH TO ME WAS STILL UNDER THE 84 MONTH WARRANTY. BUT I WAS TOLD THAT THE WARRANTY WAS ONLY 36 MONTHS AND THEY ONLY DO A BATTERY REPLACEMENT ONCE UNDER A WARRANTY WHICH IS NOWHERE IN WRITING.THEY DID NOT TRY TO RESOLVE MY PROBLEM JUST THAT THEY COULD NOT REPLACE IT WITHOUT CHARGING ME.(05/21/2019) INVOICE #********** (08/23/2021) INVOICE #*********** (10/20/2023) INVOICE #*********** NO IT WAS NOT ADVERTISE IT WAS RECOMMENDED

  Business Response

  Date: 11/01/2023

  Our Service Director looked into the warranty specifications for this battery. 5/21/19 to 10/23/23 is 53 months. At 53 months the customer cost for the battery under warranty is $90.07 plus tax. We went ahead and refunded the difference between that $95.47 and the $275.02 ************** paid. The refund ($179.55) was applied to her credit card ending in ***** on 10/30/23. Thank you!
  

  Customer Answer

  Date: 11/02/2023

  [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:09/18/2023

  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 am complaining about trying to get my 500 dollar deposit back on a car with the **** *****************. I ordered this car in May 2023, and was constantly getting it delayed. I ordered this car because the dealership did not honor a price change that occurred on a car I originally ordered with the **** *****************. For some reason, I was going to be charged 54k on that car even when **** dropped the prices to 49k. I was told by someone by the name of *******, that this was because of internal **** issues. Afterwards, I ordered that previously mentioned car with the 500 dollar deposit still on it to get the price adjusted 49k. After constant delays that could never be explained, I went to another dealership and got the exact same car I ordered with no hassle. I would just like my 500 dollar deposit back on that car because every time I call or email Darcar. The people who should be refunding my deposit will not pick up the phone. I am not sure why?

  Business Response

  Date: 09/26/2023

  This guest received a refund earlier this month. He didn't pay the dealership; he put a deposit down with **** when he ordered his ******. He stopped by earlier this month and was refunded his $500 through the **** system. You may close. Thank you!

  Customer Answer

  Date: 09/27/2023

  ---------- Forwarded message ---------
  From: ******************* <************************>
  Date: Fri, Sep 22, 2023 at 3:14 PM
  Subject: BBB complaint number ********
  To: <[email protected]>
  

  
  

  Hello BBB serving Metro Washington DC & Eastern Pennsylvania,
  

  
  

  I just wanted to reach out about the complaint number in the subject line.  I went in person and received my refund despite the organization trying not to give me a refund despite contacting them via the phone and email numerous times.  Outside the unprofessional behavior that was displayed by their workers, I no longer require the BBB's assistance.  

  
  

  Though I am not sure what could be done for reviewing business practices, but I would warn individuals about doing business there. I understand dealerships may not always be upfront, but that organization lied to me about giving me my deposit back until I went in person and had them print a receipt.  I would be very cautious about doing business with them for residents of this area.

  
  

  *******************

• Initial Complaint

  Date:07/18/2023

  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.

  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

  Date: 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

  Date:05/22/2023

  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 bought my 2022 Ford ****** PHEV at DARCARS Lanham, they insisted on including the DARCARS Assurance plan. They adjusted the price of the car so that I would accept their addition of the $2495 DARCARS Assurance plan, which I assume is treated differently than other profit with their dealings with Ford Corporate. My car was a lemon. It was in 3 different shops (starting with DARCARS Ford) from May 3-13, 2022, then June 19-August 30, 2022, then from September 2 until Ford corporate refused to continue working on it on December 6, 2022. It had less than 5,000 miles on it. DARCARS Assurance is an insurance plan against damage and theft, as well as a perpetual service agreement for the life of the car for sanitation and reconditioning, etc. I never got a chance to use any of the service because of the defective car. Every other entity that was involved with the car returned all of my money, rightfully: Ford Corporate and the State of Maryland (taxes). The only one that insisted they should keep my money was DARCARS for their service plan they pushed on me and then couldn't honor because of the car's issues.

  Business Response

  Date: 09/27/2023

  Unfortunately, DARCARS Assurance is non-refundable and as the customer stated, the price of the vehicle was adjusted to compensate for the cost. 

  Customer Answer

  Date: 10/02/2023

  [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:
  DARCARS’ response misses the point.  The company sold me a defective car.  It wasn’t my choice to return it as a lemon.  Ford corporate stopped working on it because it was a lost cause after 5,000 miles.  I was still giving it a chance.  DARCARS sold me a service package alongside the car that was not possible for me to use because of the defective car.  That money did not come back to me with the Ford corporate lemon process.  DARCARS has spent no resources on this service package and there is no reason besides greed why they cannot refund it.  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/05/2023

  As *** ****** stated, the price of the vehicle was adjusted to compensate for the cost of the package, rendering it effectively free. We wish you safe travels. 

  Customer Answer

  Date: 10/07/2023

  [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:
  
  
  No, it was not free because my car was a lemon and this money did not come back to me from Ford Corporate.  This money is effectively sheltered from the Lemon process.  Everyone else rightfully returned my money for this dangerously defective car that stranded us twice on the road - Ford Corporate and the State of Maryland for taxes.  Only DARCARS has decided to hold onto money I paid for this car for a service I was never able to use and for which DARCARS expended no resources.  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:10/18/2022

  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.

  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

  Date: 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*********