Complaints

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

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  DARCARS Toyota of Silver Spring

  12210 Cherry Hill Rd Silver Spring, MD 20904-1968

• 

  DARCARS Toyota of Silver Spring

  7550 Wisconsin Ave Fl 6 Bethesda, MD 20814-3559

• 

  DARCARS Toyota of Silver Spring

  12000 Tech Rd Silver Spring, MD 20904-1912

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:05/05/2025

  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.

  Im reaching out regarding the service I received at your location on 4/15/2025 which included an oil change, tire rotation, and alignment. Since the service, Ive noticed that my car still pulls to one side while driving, which makes me concerned that the alignment may not have been performed ************ addition, I was informed that my car key was dropped during the visit, and now part of the key is missing or damaged. I called to follow up about both issues but have not received a helpful response.I am kindly requesting that:**** car be rechecked to ensure the alignment was properly done.2.The damage to my key be addressed and resolved.I would appreciate your help in making this right. I chose Toyota for professional service and would like to continue trusting your dealership. Please let me know when I can bring the vehicle in for a proper inspection and a resolution to the key issue.

  Business Response

  Date: 05/21/2025

  Our team spoke with this guest, and she will be in on 5/21 to address the alignment concern and key. We will perform a test drive and confirm alignment specifications. In addition we will address missing key components up to and including replacement of the key if necessary. Thank you for allowing us the opportunity to be of assistance.
  

• Initial Complaint

  Date:12/30/2024

  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.

  Purchased a new vehicle on October 24, 2024.Received temporary 60 Day Registration (expired on December 25, 2024).Contacted ************************************, to be told that my Registration was mailed to Darcars Toyota of Silver Spring on December 1, ************ Darcars Toyota on December 9, 13, 16, 19, and 20, 2024, was unable each time to reach the ****************** at Darcars per the receptionist.December 23, 2024, I made a trip to Darcars to be told that a copy of my Registration was emailed to me and the original was mailed but could not obtain a mailing date.Called back to Darcars Toyota on December 28, 2024, to be told that ************* is closed but a message will be sent to them via email for them to give me a call.December 30, 2024, still not contact from Darcars ************* regarding my Registration. I called back to Darcars Toyota and was put on hold for 40 minutes to speak with ************* (supposedly at lunch) and/or a Manager. Had to hang up and call back 2x after the initial call.Spoke with a "manager" ******, who supposedly was told that I will be issued new stickers. This to me made absolutely no sense when the stickers have to match the Registration and if they don't have the original Registration how are they going to issue me new stickers?I strongly believe that employees are using customers ************************ for their own personal use.The fact that absolutely no one can give you an answer is even more suspicious!!!!

  Business Response

  Date: 01/16/2025

  We spoke with Ms. ****** and she was able to resolve the sticker issue through the **** To make up for the inconvenience, we are refunding her tag fees (check expected to be delivered within 30 days) and have attached a $500 credit to her account for future transactions. Thank you for reaching out so we could assist!

• Initial Complaint

  Date:06/03/2024

  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 recently purchased a car for my son from DARCARS of Silver Spring, MD. My son found the vehicle online and called to talk to a sales associate and let him know he was interested in the car. The sale associate advised he reserve the car by paying a refundable deposit; this would reserve the car until he could come in for a test drive. He visited the dealership the next day, drove the car and decided he would like the car. I bought it for him; the deposit I paid was not factored into the sale price of the car and was to be refunded to me. I have been attempting to have my deposit refunded since 4/24/24. The financial services manager, *******************, (who is listed in previous complaints for this dealership on the BBB site) told me on 4/24 that he would fund out when I could expect my refund; I did not hear back from him. I emailed him a few times to follow up, the last email on 5/1; he never responded and I believe he has moved on to another position. My son contacted his sale associate who also said they would look into this. Mid-May I contacted their office via their chat function on their website and the employee responding to chat inquiries provided me the ** information (which I requested) and said she would relay my request for a refund to the **. I did not hear back. I emailed the General Manager, *****************************, directly on May 22nd and received no response. I see others have had issues getting refunds they are owed.

  Business Response

  Date: 06/04/2024

  Good Afternoon, ***************************, CRM reached out to the Dealer Team and the transaction of $500 was credited back to customer's account today.  CRM ***************************, left a voicemail message and also sent an email to the guest with the $500 transaction receipt attached. Stated to the customer it may take 2-5 days before it shows up on her account depending her on her bank. Please close. 

• Initial Complaint

  Date:05/28/2024

  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 Toyota sequoia from them. They told me I had to go back to pa and get it inspected within 3-5 days. I left work early to do this and found out since I only had the temp Maryland tags I could not get it inspected. So I contacted darcars about the situation and they were saying it was not true and I couldnt get my pa tags until I got it inspected. I contacted them again after contacting notary and dmv and informed them that they needed to purchase pa tags for me to be able to get it inspected. They had me sign new loan peperwork online cause their lender was t responding so I did and asked for an update on my pa tags with no response again and again. Then the temp tags expired and I got pulled over when they did not overnight extension as they said they were. Now I am here again unable to drive the car cause the tags are expired and no definite answer if they even purchased them. I contacted the new lender and they do not have the title yet so they cannot assist me, dmv cannot help with info or an update without the wid number that would have been received if they were purchased.

  Business Response

  Date: 06/10/2024

  Unfortunately we are experiencing a number of delays with our PA customers; their state DMV is experiencing regular internal malfunctions and shut-downs that are causing extreme delays processing tag work. ******************** tags came in on 6/5. We have emailed (6/4), called (6/4, 6/5) and left multiple voicemails (two on 6/5) since then to confirm the address to ***** to. This should be resolved very soon!

• Initial Complaint

  Date:05/23/2024

  Type:Product 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.

  2/29/24 purchased used 2023 RAV4Prime. Drove to MD from SC to purchase. told them date and time we would arrive and verified on 2/28. they still had no time to spend with us, except to process the financing.We gave them insurance card for vehicle, told them we wanted to transfer our tag. We were told we would get title and registration in 4 to 6 weeks. We called a couple of times in March. Had difficulties reaching people in the department but always told 4 to 6 weeks. Called April 3; told they needed insurance information. I sent it ; and was told it would be mailed to 3rd partty processor and we would have in 2 weeks. Called April 18. Nothing; 2 more weeks. Requested to speak to a supervisor. Got more detailed information and a second temporary tag which expires 5/29. Today is 5/22; nothing yet.

  Customer Answer

  Date: 06/01/2024

  I failed to inform you that I recieved the vehicle registration on Tuesday May 27.  So the issue is resolved.  It took way too long, but it is resolved.

  Can you cancel the complaint?

• Initial Complaint

  Date:05/21/2024

  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.

  bought a car from darcars in the beginning of February and they have been absolutely horrible from the start. I called several times to check if my permanent plates were ready as my temporary plates neared their expiration date and they just kept telling me that they arent ready and theyll call me when theyre ready. When it was a week before the expiration date I finally asked more follow up questions and they said there was a problem with paperwork with my bank- that wasnt true. Then they said oh no its a problem with the previous owners bank because they still have the title. Can they sell a car without the title?? And they gave me no follow up on how or if thats resolved. Then they told me that they would send new temporary plates. I checked my mailbox everyday and they never came. A week after my tags expired I called back to ask where the temporary tags were and the receptionist told me that theres no record that they were supposed to send me new temp tags. I told them that this is absolutely unprofessional- I cant even really be driving my car with expired tags, I cant street park so Im spending a ton on parking and they are being so uncommunicative. The receptionist just told me that she would email the tags people.On Thursday they told me the tags would be ready today. I called today to see if they are ready and the woman put me on hold, then transferred me to someone else without telling me so I had to reexplain the situation to him then he put me on hold and then hung up on me. I called back and explained what happened and she just say that the tags may be ready sometime today. No apology for hanging up on a customer.Ive been on the opposite end of the phone and know you catch more flies with honey but this auto dealer just gives no ***** about their customers. Tell your friends tell your family dont go to this place for your next car.

  Business Response

  Date: 05/30/2024

  The tag work was completed and our accounting team notified **************** on 5/24. Thank you!

• Initial Complaint

  Date:04/12/2024

  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 got purchase order for new car Rav 4 from Darcars silver spring but the price of the car was wrongly mentioned, finally I cancelled the car purchase, but I paid already 500 USD on 14 th March 2024 as advance. They told I will get as check after 15 days ,until now I did not get my money back.I am new immigrant in ***. I need money to survive here.They are blocking my money now a month due to their mistake.Even today I followed they told on the way. More over that finance ***************** his name , he behaved to me rudely and undesent way until now .I went multiple time and contacted many times, I spent my money ,time, material and energy but no use.I get rude behavior from Mr.*****.I need to get my money back including compensation. Each time I travelled to the showroom I travelled 60 mile. Hope the action from your side. Thank you

  Business Response

  Date: 04/26/2024

  Hi, thank you for bringing this to our attention! Per our accounting department, the refund check was mailed last week, and should arrive by mid next week at the latest. Please reach out to us at ******************************************** if you have not received by 5/1. 

• Initial Complaint

  Date:03/02/2024

  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.

  12/30/23 I visited Darcars Lexus (DL) to purchase a used car, denied financing from 2/4 banks. DL Financing requested a $500 deposit to hold 1/2/24 No communication from neither salesman nor financing. I called, learned 1 bank accepted 1/3 I finalized the purchase with an additional $500 downpayment and took the car home 1/4 Brakes began squeaking 1/5 I called DL & was directed to Darcars Toyota (DT) for repairs car is from DT lotRedirection between DL and DT for several days until DT accepted 1/15 went to DT was advised to wait due to snowstorm 1/17 car dropped off and assessed by DT 1/18 DTs Service Manager (SM) confirmed need for replacements promised new brakes & repair scheduled for 1/20 @ 8am 1/20 service receptionist no appointment & brakes were not ordered SM stated to drop off tomorrow after work and offered a rental 1/21 car drop off rental pickup 1/23 car pickup 1/24 steering wheel tight front brakes squeaking rust on rotors promised to be new 2/2 report issues to General Manager (GM) sent picture of rust to SM who stated its due to weather 2/3 repair drop off, rental given 2/7 SM stated squeaking still remains 2/8 email sent stating steering wheel assembly failure, with a $1,670 replacement cost. SM stated it was due to volume button being inoperable and vehicle is ready for pickup 2/12-spoke to DT GM about concerns he became combative & condescending 2/13 picked up car 2/25 car broke down towed to DT 2/26-promises made by ************* of DT regarding trade-in options were unfulfilled even after being there for 3hrs 2/27 DT redirected responsibility to DL, there I was met with unreturned calls and lack of resolution. I called Corporate, filed a complaint, was promised a call back, did not. 2/28 spoke to DL Manager who promised to call on Fri 3/1 and did not.Issue still unresolved. I was told repairs were courtesy and not their responsibility. This ordeal left me w/o a car, a $13,000 financing contract, feeling deceived, and facing financial losses.

  Business Response

  Date: 03/13/2024

  Thank you for reaching out! Since this complaint this was filed, we have had ******************' starter replaced at our expense at a local (non-DARCARS) ******* dealership and returned the vehicle to her. Per the Service Director at *******, the issue was nothing more than a common starter failure. We appreciate the chance to assist!

• Initial Complaint

  Date:02/27/2024

  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.

  Purchased a car early December 2023, and was expected to get my permanent tags within the 2 months after the purchase. I called in a few times prior to my tags expiring on 2/4/24, but was always told that the plates are still being worked on, and that they would be ready prior to the deadline.On 2/1 I called in again as there was no update from the dealer and again I was assured that the tags be ready before the temporary tags expired. On 2/3 I went in person to see if I could get an update since it had seemed that something was wrong, but I was informed that the tags and title department was closed, and that somebody would reach out to me the following business day (2/5). I had to drive with expired tags until I was sent the new temp tags which arrived on 2/7/24. I was then reassured that my permanent tags would be in within 2 weeks.I contacted the dealer once more on 2/26 to get a status update since had been over the 2 week timeframe I was told, and I was told that they are still working on the tags. I then asked to speak to the manager, and was told that they would call back that same day to update me on the status since the person working my case had not yet arrived to work yet. A day later and still nothing.When I purchased the vehicle I was told that the $500 additional charge was to get my tags done with the **** and that it would allow me to be worry free. That hasn't been the case whatsoever, some reimbursement of the $500 charge or at the very least some answers as to when I am getting my permanent tags

• Initial Complaint

  Date:01/27/2024

  Type:Product 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.

  Dear BBB Team: BRIEF SUMMARY: I purchased a 2024 **** from Darcars Toyota Silver Spring on 12/11/2023 finance though Bank of *******. On 1/4/2024 I CONTACTED TOYOTA BRAND ENGAGEMENT After feeling so frustrated, on January 4, 2024, I called Toyota Brand Engagement Center @ ###-###-####. I spoke with a very polite and professional representative who documented my concerns and forwarded them to Darcars. I told her that my payment was due on 1/10/2024 and up to the time I spoke with her Darcars had not sent my paperwork to Bank of *******. She also shared a copy of the file #************. On 1/5/2024 I RECEIVED A CALL FROM *** ** ******* January 5, 2024, I received a follow up call from ** *******, the finance manager. He apologized for the delay. I emphasized to him that my credit score is excellent, and I was concerned that Darcars would not get my paperwork to Bank of ******* before 1/10/2024. Mr Rozario suggested that I should make a payment to Darcars and they would forward the money to Bank of *******. I MADE PAYMENT TO DARCARS ON January 6, 2024 On the morning of January 6, 2024, I stopped by Darcars and wrote a check in the amount of $651.49. Darcars receipt number is ******. My check cleared Wellsfargo Bank on 1/8/2024. On 1/8/2024 DARCARS TRASFERRED MY PAPERWORK TO BANK OF ******* Darcars transferred my paperwork to Bank of ******* on 1/8/2024. However, up to 1/26/2024, Darcars has not transferred my $651.49 to the bank. RESOLUTION - DARCARS NEEDS TO REFUND MY $651.49 I’ve made my payments to Bank of ******* on time without interruptions. Luckily, I have money put aside to take care of emergencies and other affairs. I’m respectfully asking Darcars Toyota of Silver Spring to mail me my $651.49 check back that has cleared ********** Bank on 1/8/2024. No need to send it to Bank of *******. Thank you so much for looking into my situation. As you can see, I’ve attached a copy of my cancelled check and a copy of payment receipt to Darcars. Sincerely, ************************

  Customer Answer

  Date: 02/05/2024

  Hello BBB Team,

  I've attached a copy of 12/11/2023 "settlement disclosure" that is affiliated with my purchase.

  I've attached a copy of my first Invoice from Bank ********** that I've already paid.

  I've also attached a copy of the purchase invoice for my purchase dated 12.11.2023 from Darcars Toyota of Silver Spring

  Thank you so much.

  Sincerely

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

  Customer Answer

  Date: 02/05/2024

  Hello BBB Team,

  I've attached a copy of 12/11/2023 "settlement disclosure" that is affiliated with my purchase.

  I've attached a copy of my first Invoice from Bank ********* that I've already paid.

  I've also attached a copy of the purchase invoice for my purchase dated 12.11.2023 from Darcars Toyota of Silver Spring

  Thank you so much.

  Sincerely

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

  Business Response

  Date: 02/06/2024

  Thank you for bringing this to our attention -- our General Sales Manager has sent in a check request to our accounting department. Please allow 10-15 business days for processing and do reach out to us if you have not received the check by February 27th.

  Customer Answer

  Date: 02/08/2024

  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,
  
  *************************