Complaints

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

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  DARCARS Lexus of Silver Spring

  2505 Prosperity Ter Silver Spring, MD 20904-1651

• 

  DARCARS Lexus of Silver Spring

  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:06/22/2025

  Type:Billing 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 put a done payment to hold a vehicle and the payment was to be credited back to my credit card. They no they were suppose to deposited back to my credit card. I still waiting for my refund.

  Business Response

  Date: 06/27/2025

  Thank you for reaching out so we could rectify this. Our team has refunded the deposit and it should reflect on the customer's credit card within 3-5 business days depending on their bank. Thank you!

• Initial Complaint

  Date:06/05/2025

  Type:Sales and Advertising 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 purchased a Lexus IS350F Sport from this DARCARS Lexus Silver Spring back (DARCARS AUTOMOTIVE GROUP) in December 22, 2024. A temporary lapse of judgment made me include the *** Prepaid Maintenance Plan and the *** Tire and Wheel Protection Plan. Sometime around December *****, I came back to have it canceled, and the same finance manager who sold us the car, came out of his office, made me sign some paperwork, and told me it would be credited in 1-2 months. It is now June and I haven't received any updates or refunds. They had told me to wait for a check in the mail, and still ********** was my husband and I talking with the financing manager at that time, and we had verbal confirmation that this matter would be resolved. I have every right to cancel ANY maintenance plan or add-on on the vehicle I purchased, AND also receive a prorated amount since none of the plans have been used.DARCARS Lexus Silver Spring ( DARCARS AUTOMOTIVE GROUP) has made this process extremely difficult, and it is being dragged out.

  Business Response

  Date: 06/11/2025

  This guest has been contacted and her concerns were rectified by our management team. Thank you.

• Initial Complaint

  Date:06/05/2025

  Type:Order 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.

  Purchased a Lexus IS350F Sport from this company back in December 22, 2024. A temporary lapse of judgment made me include the *** Prepaid Maintenance Plan and the *** ************ Protection Plan. Sometime around December *****, I came back to have it canceled and the same finance manager who sold us the car, came out of his office, made me sign some paperwork, and told me it would be credited in 1-2 months. It is now June.I know it's my word against his, even though my wife was right next to me while I was signing the cancellation paperwork, I have no written proof of what transpired. I believe that I only "signed" for the ************ Cancellation that day but I intended to cancel the Prepaid Maintenance Plan as well. I understand I have no chance of getting the entire amount back but I do have a right to cancel and get the prorated amount back.

  Business Response

  Date: 06/11/2025

  This guest has been contacted and his concerns were rectified by our management team. Thank you.

• Initial Complaint

  Date:11/26/2024

  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.

  7/26/2024, purchased 2018 ************* GLE from DarCars Lexus of Silver Spring Paid $2,410.00 for *************** Agreement (VSA)9/6/204 received letter that vehicle did not qualify for VSA.Called Finance Manager ******** ****** on 9/11/24 and 9/12/24.Per *********, code was incorrectly entered in system, and vehicle qualifies for VSA. She will have service manager update warranty. 11/4/24, emailed ********* for confirmation of warranty. Sent follow-up email on 11/14 and 11/19.Also contacted sales *** ********, who has not been responsive. Called on 11/21 to speak with General Manager (*****) who was not available. Left a message with the receptionist to have him return my call. As of 11/26/2024, he has not returned the call. As of 11/26/2024, I do not have confirmation from DARCARs of a VSA that was paid in full at the time of purchase. Both ********* ****** and ******** have not returned any of my emails or phone calls.

  Business Response

  Date: 12/16/2024

  Hi Ms. ******* Thanks for reaching out. Your VSA is active. Safe travels!

  Customer Answer

  Date: 01/04/2025

  [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. 

  
  Good evening, my apologies for the delay, as I was on holiday travel. Please note that as a result of me reaching out to the BBB, DARCARS sent me the vehicle services agreement.  Thus, I am satisfied with the response.  Thank you so much for your assistance in getting this resolved. 
  

  
  

  
  Regards,
  
  *** ******
  
  

• Initial Complaint

  Date:10/17/2024

  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 rx450h 2012 from them I. 2014 for $43000.00 when they sold no body told me about hybrid battery no one told me need to change after ******************************************* $10000.00 tout new hybrid battery i towed my car for repair july 2nd from work they told me it gonna cost me ,$10000.00 to change hybrid battery charged me $800 to diagnosis when I said I can't afford it will take my car somewhere else to repair for cheaper when towed company towed Mt car to Sterling va car was like trash all the parts was scattered on floor at engine site back passenger seat missing car was look like trash both front windows no glass put plastic cover on it other shop owner refused to took car said he don't know what is left on car what is missing what they hidding back car was look like trash junk

  Business Response

  Date: 11/01/2024

  Thank you for allowing us the opportunity to review the facts. Prior to this year, we had not seen Mr. ****** since he purchased the vehicle in 2015. In order to diagnose a potential dead hybrid battery, one must disassemble the interior of the vehicle (specifically, the back seat, under which the hybrid battery is located). We confirmed the diagnosis and alerted Mr. ******* Without any prior notice to our team, Mr. ****** then sent a tow truck to pick up the vehicle, which was still in its disassembled state. We reached out and offered to tow the vehicle back in order to complete the reassembly, but Mr. ****** declined. As a gesture of goodwill, we offered to refund the diagnostic fee or discuss trading him into a different vehicle as he seemed unprepared for the financial burden of a new battery. He declined both offers. At this time there is nothing more we can do, and we wish Mr. ****** safe travels. 
  

• Initial Complaint

  Date:10/08/2024

  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.

  I purchased a car for my friends mother thru this dealership . Over 12 business days to confirm a domestic wire , had no knowledge when I called to confirm deposit . Took over 3 weeks to get the car shipped to the customer . 5 weeks later I find out from the salesmen they refused to register the car and that they will refund the registration . Ive called plenty of times all I get is excuses . I have messages and emails to show it all. ***** is one of the most unprofessional gentlemen Ive ever met. *** bought cars for over 15 years and never seen as bad customer service . Still no proof of refund no title . 81 year old lady driving without anything . Thanks guys

  Business Response

  Date: 10/30/2024

  We appreciate you reaching out. While it is unfortunate that we were unable to complete the registration on Ms. ********* behalf, her refund check was sent, delivered, and signed for by Ms. ******* on 10/16. Please see attached proof of delivery and let us know if we can provide any further information. Thank you.

• Initial Complaint

  Date:08/25/2024

  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 June 16, 2024. I completed paperwork to purchase a 2025 Lexus NX. During the signing I noticed that the dealer has increased the terms of the loan form 72 months to 75 months. This was done to match the payment quote I received from my credit union (Navy Federal). I took the vehicle with the statement from the loan officer that they would not turn in the paperwork and i would come back with the check from the credit union. I did some more research online and learned that the warranty charges were inflated although it appeared that the $1000 military credit was applied. The very next day, Instead of bring the check, I returned the vehicle to the Manager at the desk. He reluctantly took the keys and we left the vehicle in the parking ****** wasn't until later in July when I received the statement from Lexus Financial stating I was late on a payment. I also received the title in the mail. I contacted Lexus Corporate to find out the best course of action. They instructed me to speak to the ** of Lexus. I looked it up and received the email addresses for **. I emailed August 1, 2024 and then spoke to **** pretending to be the ** of Lexus (he is ** of sales). I have requested a meeting with ***** ****. I was told he was on vacation and would return on August 19, 2024. It is now August 25th and I have not heard from him.

  Business Response

  Date: 09/18/2024

  Hello, our dealership purchased this vehicle back a couple of weeks ago so Ms. ******** no longer has any responsibility in regards to the vehicle. Thank you!

• Initial Complaint

  Date:08/23/2024

  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.

  On May 20th, we visited DarCars Lexus of Silver Spring to trade down from a 2020 Mercedes GLC to a used 2016 Lexus RX, needing a swift process due to an imminent pregnancy. We had an agreement with ***, but upon arrival, he added an unexpected sales commission fee and assured us the car would be repaired before delivery. The process was delayed despite our urgency, and we had to follow up multiple times. When we received the car on May 22nd, it had significant issues, including aggressive shaking and failed VA inspections due to brake problems and a dirty air filter.We returned the vehicle on May 24th, my due date, and spoke with manager ****, who acknowledged the issues and the unnecessary fee. He promised to reimburse the inspection cost and provided a rental car. However, as of August 13th, 2024, we have not received any reimbursement. Despite being told the trade-in was complete, ******** from financial services repeatedly requested the ******** title, even though we explained that Navy Federal held the title. Due to the dealership's delay, our loan expired, requiring another credit pull and additional payments on the Mercedes totaling $1,950.63 after the dealership took ownership.**** claimed the dealership wasn't responsible for reimbursement, arguing we would have made payments on the Lexus regardless, which is incorrect since the payments were for the ********, no longer in our possession. Despite their mistakes, **** implied we should bear the cost, which is unfair. On July 18th, we emailed **** and ********, detailing the situation, but the issue remains unresolved as of August 22nd. Finance blamed Navy Federal, claiming the 14-day payment window was too short, stating their process takes about 90 days. Our temporary dealer tags expired, and **** said he couldn't extend them, leaving us at risk of fines. We are now pursuing legal action due to the lack of resolution and continued inconvenience caused by DarCars Lexus of Silver Spring.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Recently, I took my vehicle to be serviced at Lexus in Silver Spring where I routinely take it. I took it in for an oil change and to see what else needed my attention. After having my vehicle for 3 weeks, when I received it back my passenger side window had a crack in it and my display screen was blacked out. My bluetooth and radio still worked just the screen was out. I brought it to the service advisors attention and they all told me it would be a fee to diagnose it. I asked why would it be a fee if my screen was working when I dropped it off and they told me that all they did was change the oil and it has nothing to do with my screen and passenger side mirror. I've requested to speak with the director of Service ****** and General Manager ***** for the past 6 months and they've ignored me and won't call me back. **** in Sales is the only person that was kind to me and helpful. **** tried his best to assist me and didn't have any luck. My service advisor ***** is always helpful but recently couldn't assist me because ****** is his direct supervisor and ****** banned me from getting service and a loaner vehicle. ****** also fabricated an outstanding balance from June 2023. I've been financing my service through Sunbit for about 2.5 years- I have 100% payment history as it reports to the credit bureaus. Moreover, I have been coming to this service routinely every 3 months for years and now all of sudden I have a balance. Ive been coming to this service department for 5 years and the one instance I speak up about a minor issue the retaliation is to ban me, ignore me, hang up the phone on me, lie on me and disregard me. It's my belief that I'm being discriminated against. This conflict shows this is their normal behavior of handling situations and comfortable with it. I have never been disregarded and insulted in my life. The resolution I desire is a written apology, in-person apology, my ban lifted, my screen fixed and my mirror repaired.

  Business Response

  Date: 08/12/2024

  Thank you for giving us the chance to review this situation.************************ has a history of unauthorized loaner vehicle use, falsely accusing our team of damage, and not paying his service bill. As such, we have politely asked that he not return to our dealership for service.
  For his past visit on 2/13/2024 a routine service visit he did not return the loaner until 3/30/2024.We were only able to retrieve it by letting him know we would have to involve law enforcement. As a courtesy, we waived the $150/day fee for not returning our vehicle within 24 hours of work being completed (over $3000).  When he returned, he accused us of damaging his passenger side mirror glass, which had broken due to age prior to it being in our care. He opened a case with the manufacturer, who agreed that the damage was present prior to the vehicle coming into our care.
  On last years visit (6/22/2024) for an oil change, his credit card only approved $60 and he never returned to pay the rest of the bill. We took care of the remaining balance of $176.37. We feel we have been more than fair in our dealings with ************************ and would prefer to have him service his vehicle elsewhere in the future. Thank you!

  Customer Answer

  Date: 08/16/2024

  [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: 22050375
  
  I am rejecting this response because: its all fabrication. Lexus of Silver Spring is always busy and it takes them a while to get to my vehicle so thats why I have it for long periods. I returned the vehicle on 03/04/24. They called me Thursday afternoon of 02/28/24 and I spoke directly with service Director ****** and he told me it was okay to bring the vehicle in on the 4th. Ive NEVER unauthorized kept the loaner, anytime I had the vehicle for long periods were because of them. 

  Moreover, Ive never had a balance, I finance all of my service work through Sunbit so how could I have a balance? Just lies and if had a balance why wasnt I never notified about it? And now it coincidentally pops up after I file a complaint. More importantly, I was there in March 2023 not June 2023 and I have my receipt for that as well. My oil change is never over $150, NEVER. Ive always paid $150 and under.

  Ive never had an issue but the one time I speak up about my display screen and side mirror, management ignores me, retaliate against me by banning me, lie on me and fabricate an invoice. This is insane and Im not the only one. Lexus of Silver Spring has a reputation and history of complaints similar to mine.

  The irony of this entire situation is during my last visit in March 2024, I let it go and when I returned in July 2024, they banned me. This is outrageous. 
  

   

  I have attached proof of when I returned the vehicle on March 4th 2024 when I used Sunbit for financing at Lexus Of Silver Spring. They responded three times and said I returned the loaner on March 30th 2024 

  
  Regards,
  
  S. ******************************* I
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/27/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 was advised to purchase unnecessary parts when I inquired about a hitch for my lexus. They sold me parts I didn't need stating they were parts I actually needed. Upon learning from UHAUL hookup parts weren't needed, I eturned them to Darcars to parts manager ********************** on 5/22/24 and was advised that since I had no receipt from the purchase 6/7/21, he needed to contact accounting to get verification of the prices of the items in 2021 and couldn't issue me a refund for the price of the items inb2024. I left the parts with my contact info. I didn't hear anything so I called him 6/7/21. ******* told me he hadn't heard anything back but he was still working on it. After not hearing from him, I reached out to my credit union to get a copy of my bank statement 6/21. It shows a purchase of $132.50 to Darcars which coincides with the purchase date as proof of purchase. I also asked my credit union to launch a dispute which I've had them do with this exact company before for a refund but they told me it was past 120days so they couldn't. I sent an email on 6/25/24 with the $132.50 price for his comparison but he said on 6/27/24 when I spoke with him a third time that he didn't receive the email. When I asked him to check his spam, he said he didn't have control of it and that corporate handles his spam. So, I told him I'd resend it and please reply to let me know he received it. I have not received any reply. I'd just like to have my $ back because they have the parts, undamaged, never used, still in the box.

  Business Response

  Date: 07/16/2024

  We received confirmation of ******************' address on 7/5 and have initiated a check request to refund her for the unused parts. We are generally unable to offer refunds at such a late date (three years post-purchase) but are happy to make an exception in this case. We expect the check to be delivered within 30 days. Thank you for the opportunity to assist!

  Customer Answer

  Date: 08/07/2024

  Please do not close this case as it isn't resolved as of yet. The business reached out via email, but I have yet to receive my refund check. They stated it may take seven weeks. So, I actually would love for BBB to follow on complaint because it's needed at this time. 

  Customer Answer

  Date: 08/27/2024

  [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: 21909921
  
  I am rejecting this response because:
  
  This complaint is a follow up request to reopen a complaint previously submitted. After I was contacted by the company for a refund on July 8th and the previous return was done in 5/24. I've yet to receive the check for the parts I returned. At this point I'm asking is it possible for BBB to forward the payment to me from the company or ask for documentation that the monies have been forwarded as stated on 7/8/24.
  

  
  

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