Darcars Ford / Lanham Kia

The customer purchased the vehicle on the 31st of March, the contract was funded on the 14th of April and we mailed a check on the 15th of April.  Ms. [redacted] bank, [redacted] Federal Credit Union, returned the check unbeknownst to us.   Once we received the returned mail, we...

represented the check again and the vehicle is paid off to date. Thank you.

Good morning,I spoke with [redacted] our General Sales Manager about this. He stated that he did apologize to the customer personally. He also has the customer coming in today to have the Sirius radio installed. If there are any other questions please let me know. Thank...

you,Jammie D[redacted]

Great price on my vehicle but not worth the headache. We had a price negotiated on a specific vehicle before I flew across the country to pick it up. It took 8 hours to get out the door. After the fact, I have tried to call to check in on a few different details of the transaction and have NEVER received a call back. I call two-three times a week for the past 7 weeks. Referred two other individuals who made purchases and was promised a referral check, haven't received it for either referral. Asked to apply for a Ford UpFit credit in November, have yet to hear back if they even put the application through. Asked to cancel gap insurance on the vehicle, took me reaching out for two weeks before I was able to get a hold of anyone. When I finally did, they said they would get back to me later that day. A week later, I was able to get ahold of the same individual. He let me know that he did indeed cancel the gap but forgot to e-mail me. Still trying to reach the GM, nothing. I hope they read this review because it doesn't seem like they read their messages!

Review: August 20, 2013

Dear

I am writing seeking your assistance in resolving a service issue that I am having with the abovementioned automobile dealership. I purchased a Ford Fusion for my daughter, [redacted], a college student, about 4 years ago. In September 2012, [redacted]’s “check engine” light illuminated and she begun having difficulty with vibration while driving. Since she attended college out-of-town, she took it to a Ford dealership near her university for a diagnostic test for $110.00. After a brief period, this dealership’s representative returned with an extensive laundry repairs list of repairs including the need for a new computer, for approximately $1,200.00. Because of the high cost, [redacted] sought a second opinion from Darcars Ford via telephone. The mechanic told her this assessment was incorrect and gave her reasons for his disagreement. His candidness and seemingly genuineness impressed her, so she took her car to Darcars for a diagnostic test for $125.00 in October 2012. According to Darcars diagnosis (see attached), the car needed major repairs at the cost of about $1.200.00, minus the cost of the diagnostic. Since she was a college student, she had to work to raise the money. She finally raised money and took her car to Darcars for the repairs on August 6, 2013. Additionally, she asked Darcars to check the oil system, as it was leaking. The mechanic found that her oil filter was split and stated that the car needed an oil change. She authorized this additional work. She got a call two days later on August 10, 2013, advising her that the car was ready for pick-up. I took her to the dealership and was assured that the car will have no problems, and it would pass the emission test. However, we were told that her air conditioner no longer worked!! It worked perfectly when she took it in. They offered to “diagnose” the problem and give us a quote for repairs. We declined.

After driving the car for one day, my daughter told me that the car did not drive any differently, and the very next day, the “check engine” light illuminated again. It was as if the car had no repairs done whatsoever; that she paid for a $1,213.23 oil change. We took the car back on August 12th and we shared our disappointment with services, as we thought if anyone could repair the car, surely it would be the dealer! In the meantime’s, my wife, **. [redacted], researched Darcars’ ratings online at the Revdex.com (Revdex.com). She found some startling information. For example, they had over 80 registered complaints in the past 36 months (see attached) and an F rating. They are not accredited by the Revdex.com; however it does not state

whether this is voluntary, or they do not meet the minimum standards required for accreditation. One consumer letter written in May of this year to the Revdex.com sounded eerily similar to our situation (i.e. took his Expedition in for repairs, advised that something else was broken although it was not when Darcars took possession of his vehicle, and the same problem was present the very next day). My wife was unsuccessful in reaching the dealership manger, **. [redacted], by telephone, and he never returned her call. After several calls to the dealership, my daughter finally received a call from Darcars three days later on August 15th. They said finally found the “real” problem; it’s the coils. **. [redacted], Service Manager, advised [redacted] that her car can be repaired for an additional $950.00. I reminded **. [redacted] about her broken air conditioning and he agreed to check it for no additional cost. However, the final analysis revealed that the cost of repairing her air conditioning would be an additional $895.00; the sum total for these two repairs is an additional $1845!!

This entire episode has been horrendous. Shouldn’t best practices dictate that this car should have been checked thoroughly prior to making any repairs? After all, it has been almost 10 months since Darcars diagnosed the problems. My wife and I wondered whether Darcars was so callous because of fear that another diagnostic test may reveal additional problems and costs, therefore our daughter may not authorize the original $1,200.00 repairs, after all it took her 10 months to raise the money. This is a public safety issue, in which I feel that Darcars put our child’s life at risk. If consumers cannot feel secure in the work of the DEALER, what hope do consumers have? The residents of [redacted]’s County and Maryland deserve better than this. We, the consumers, must be protected from these unscrupulous business practices. We are very disheartened by this situation. We are seeking to have this resolved in terms of making the full repairs, including fixing the air conditioner that had no defects until Darcars took possession of it, or a refund of $1,200.00.

Sincerely,Desired Settlement: see Attached document

Business

Response:

Review: After doing business with this facility for over Thirteen (13) years without as much of a complaint, my sister and I finally caught our share of Hell” from the following, after purchasing one of your “used” vehicles:

First Culprit: **. [redacted] c/o Finance, Darcars Lanham – whom after we had completed our transaction with, proceeded to call our home Four (4) days after we left Darcars / Kia with our vehicle, stating that she had “accidentally” shredded the Title to our old vehicle which we used as a “Trade-In”, and wanted to know if we would not only re-arrange our lives and time to actually “go” to the DMV to get her another one, but offered us Twenty (20) dollars to bring it to Lanham, Maryland from our [redacted] Maryland home to bring it to her. These calls from her continued over one weekend, and did not cease until we contacted her Supervisor the next business day.

Second Culprit: “[redacted]” and “[redacted]” c/o Sales - On October 7, we were forced to contact a **. “[redacted]” in Sales, to find out where the Free Car Mats were, after we were told that they came with the vehicle we purchased. Before we left the lot with our vehicle, we had requested that he ship these mats to us. However, when the mats did not show, [redacted] and his Supervisor “[redacted]” chose to constantly relay to us instead what the “procedure” is before we get the mats, and kept us waiting for them, as opposed to just stating that they were in fact available, and refused to ship them, as he promised that he would, stating that we would have to drive the distance from our home to the Dealership to pick them up instead.

Third Culprit: [redacted], General Sales Manager, Darcars Lanham – When we contacted this man to attempt to solve the problem, he simply mocked us, and didn’t offer “any” with this matter until I mentioned taking this situation before a “Judge” in a Courtroom.

All of this was absolutely unnecessary and unjustified, We would like for this information to become a part of the file for this facility, and be notified when this is done. Thank You.Desired Settlement: We would also like for this information to remain in the business file for this company, and be notified when this is done.

Business

Response:

Good afternoon **. [redacted],

Please refer to a cut and paste from an e mail that **. [redacted] sent in reference to the mats.

The mats have since been delivered and I apologize for the delay.

Thank you.

--------------------------------------------------------------------------------...⇄ />
From: [redacted] . [[redacted]]

Sent: Monday, October 14, 2013 4:19 PM

To: [redacted]

Subject: Re: PLEASE CONFIRM AVAILABILITY FOR DELIVERY

Review: I purchased a Ford [redacted] from Darcars Lanham Ford on 9/1/13. The Sales Manager [redacted] made a verbal commitment to credit me $500 if I added an additional $500 towards my initial down payment of $2,000. In other words, if I put a down payment of $2,500, Darcars Ford would "match" it with $500 -- producing a total down of $3,000. There were (3) witnesses: the salesman, the finance manager, and my friend who heard the offer. I purchased the vehicle with this offer as stated, but **. [redacted] did not honor his sales commitment to give me $500.Desired Settlement: Refund of $500 as verbally committed by a DARCARS sales manager.

Business

Response:

Dear **. [redacted],

Review: "purchased" a used car in febuary was told my contract was finalized with the bank. SINCE I WAS BETWEEN SWITCHING JOBS THEY ASKED FOR A LETTER FROM MY EMPLOYER WHICH I GAVE AND A PAY STUB I SENT THEM BECAUSE THE SALES MEN KEPT ON CALLING AND SENDING TEXT MESSAGES WHICH I FELT HARRASSED. AFTER THE THIRD REQUEST FOR MORE PERSONAL INFORMATION I ASKED IF MY DEAL WAS FINAL BECAUSE I HAVENT RECIEVED MY TAGS OT TITLES THEY SAID THEY WERENT SURE OF THE OUTCOME . I ASKED IF I CAN HAVE SOMETHING IN WRITING THAT ASSURES ILL HAVE THE SAME MONTHLY PAYMENT THEY REFUSED. SPOKE TO THE BANK THEY SAID THEY DNT KNOW THAT ILL GET APPROVED I WENT TO THE DEALERSHIP TO RETURN THE CAR THEY IGNORED ME AND I CALLED AND HAVENT RECIEVED A RESPONSEDesired Settlement: I WANT MY MONEY BACK I PUT A DOWNPAYMENT FOR $2100.00 and return of the car

Business

Response:

Dear [redacted],

Review: I had an issue with my car (a 2013 FORD [redacted]) yesterday, 20 OCT 2014 and took it to Darcars Service Center to find out the problem. They informed me that the problem was a battery wiring harness cable that needed replaced to erosion. They tried to tell me it was a maintenance issue in my car even though I just had a state inspection in May and a multi-point inspection done two days prior when getting the oil changed. They informed me since it was a "maintenance" issue that it wasn't covered under my 3 year/36000 mile warranty through Ford. I also informed them that I had an premium extended service warranty through the Service Group and to check with them to see if it would be covered. They would not even call to see if it would be covered because they said it was a 'maintenance issue." They told me that it was going to cost over $1700 to get fixed, $515 for the part (which I looked up through Ford parts online and only cost $444.00) and $1200 for labor. I called another Ford Service Center and informed them of my issue and they told me to bring it in today because it sounded really strange for a 2013 car to have such a major issue. I went to Darcars and picked up my car an paid $204.00 for them to look at my car and clean the battery off. Come to find out from the other dealership that I had went to today, the only problem with my car was the battery was leaking, the wire was fine. They replaced the battery and now my car is working fine.Desired Settlement: I want a refund of the $204.00 that I paid to Darcars for cleaning off the battery, when that was thing that needed replaced all along.

Business

Response:

Dear [redacted],

Review: My husband and I purchased a Ford CMAX on July 4th. After returning home, reading about the vehicle online, we discovered that, under DC law, we were not supposed to have been charged DC sales tax. (Approximately $1700) We informed the dealership, which then offered us incorrect information about how to apply to the DMV a refund. (Since the DMV had received the sales tax from DARCARS, rather than from us directly, DARCARS had to apply for the refund) After repeated correspondence, DARCARS eventually told us they filed for the refund on 19 August, and it would take 6-8 weeks for processing.

After 8 weeks, I began regular follow-ups with DARCARS, and was given an ever-changing song-and-dance for why we hadn't received our refund. They have since told us that, in fact, they were lying, and they did not initiate the request until 10 December (!), and it will be another 6-8 weeks. Again, this was almost $1700 that they weren't supposed to charge us in the first place, for a car we bought in EARLY JULY.

They are now telling me they have gotten a letter from the DC DMV assuring them that they will be receiving a refund check, once it is processed, but insist to me that they "cannot" refund us the money until they receive their money first. (They fail to understand the meaning of "can" versus "will" or "may")Desired Settlement: I would prefer it if they would refund us the money they charged us in error immediately.

Failing that, I am initiating a claim in small claims court; I have been getting the "six to eight weeks" runaround since August, and simply cannot deal with further dilatory behavior over this amount of money.

Business

Response:

Dear **. [redacted],

Review: We bought a NEW 2014 Kia [redacted] from DARCARS LANHAM FORD/KIA and there were 3 issues with the car that the dealer said they would fix. After bringing the car to the dealer, I returned to pick it up and there were more issues than when we left it. There was overspray on all of the glass because they hired a contractor to paint the rear bumper who painted it in the PARKING LOT! Along with the overspray, there was a lot of debris in the painted area of the rear bumper...they also attempted to fix a paint spot on the hood which was not done properly. I took pictures and showed the management people responsible, who asked me to return it to get it properly fixed. I was told by the Body Shop supervisor that they would be using a clay bar to remove the overspray. After dropping it off to get the issues fixed, I returned to find the rear bumper had not been worked on and also found many scratches on the glass and especially the panoramic sunroof. I also was told of a sunroof trim pc that was damaged by them with a buffer, but I also found the other sunroof trim pc had scratches in it and so did the rear window chrome pc.....I then was told that steel wool was used to remove the overspray. I then brought these issues to the managers attention and then returned the next day to speak with the owner/general manager. He was very apologetic to me and asked if I could bring the car back to show the body shop supervisor, which I did but the supervisor was not there that day so I said I would bring it in the next day. Upon bringing it in the next day and leaving it there so the supervisor could see it, I returned to discover the supervisor never saw it and the owner/general manager and the body shop manager said they were ordering the glass and new sunroof. 3 weeks later I received a call from the owner/general manager who told me he believes that his workers did not do any scratch damages to the car and that he decided that he was not going to replace the scratched glass or sunroof....however they did offer a credit towards another vehicle if/when we would buy another one. This admits responsibility, doesn't it? They did say that they would repair the rear bumper and the sunroof trim pcs that they acknowledge they damaged with the buffer, but they have had a least 2 opportunities to fix it and I would like all of the damages fixed at the same time.Desired Settlement: Repair rear bumper and replacement of all trim pcs, glass and sunroof damaged by the dealership when they attempted to remove the overspray

Business

Response:

Dear [redacted],

Review: Originally my Ford [redacted] was towed to Lanham Ford because my car keys needed to be re-programmed and anti-theft reset. Since my car was at the dealership I asked them the check the “Check Engine” light. My car was failing the Emission test. Previous Diagnostic test performed by Pep Boys and my neighborhood service station and the Emission OBD Test Results indicated Diagnostic Trouble Code [redacted] and [redacted], a problem oxygen sensors.

After waiting three days, Mohammed (Service Representative) states the “Diagnostic Test” recommends a new fuel injection system, cost over $1600.00. I ask if replacing the fuel system correct the Emission problem with the sensors. Mohammed assured me it would. I agreed and paid for the recommended repairs.

As I am driving home, just leaving Lanham Ford, the “Check Engine” light reappears again picked-up my car the next day and drove home. But before I could reach my drive way the “Check Engine” light was back on.

Weeks later I made an appointment with the Service Department to have my car checked again. After waiting two day (Despite having an appointment), Mohammed called and stated the “Diagnostic Test” recommends the sparks plugs and coils needed to be replaced, cost over $1300.00. Again, Mohammed assured the repairs would correct the problem. I agreed and paid for the recommended repairs.

As I am driving home again, just leaving Lanham Ford, the “Check Engine” light reappears. I couldn’t believe it!!

I take my [redacted] back for a third “Diagnostic Test” this time the recommendation is the OXYGEN SENSORS, the same codes [redacted], and [redacted]! Cost is over $500.00, this time I declined the repairs.

OVER $3000.00 IN REPAIRS AND I STILL HAVE THE SAME ORGINAL PROBLEM?

I have detailed documentation stating I have a problem with the oxygen sensor. I communicated the problem numerous times and was assured with each time repairs the problem would addressed. Either the staff is incompetent or there is a culture of deception.

I am confused. I have had Diagnostic Tests performed on my car before I brought it to Lanham Ford, (that’s how I knew the oxygen sensors needed to be replaced) -Why didn’t any of these recommendations by Lanham Ford Diagnostic Test come up before?

I feel Lanham Ford did not listen to my problem, Mohammed never asked any past history questions. I feel they have no respect for women consumers and was very condescending. Mike G[redacted] (Service Manager) asked if my car was running better. –My car always ran fine, that wasn’t the problem. I have a problem with the oxygen sensors!Desired Settlement: I want my car repaired as they assured. I no longer feel comfortable at Lanham Ford and wish to take my car to another Ford dealership

Business

Response:

Dear [redacted],

Review: We took the truck in for auto repair because the "Check Engine" light was on, and the truck was losing power going uphill. Eight days later, we were told that it was repaired and ready to be picked up. On the way home, the "Check Engine" light came back on, and the truck was still losing power after about 10 miles. The rep pulled over to the shoulder and called the shop. They said to bring it back the following day. When we took it back, the dealer wanted to do additonal work with the fuel pump for an additional $795. However, they should never have released the vehicle because it was not fixed as they had said. I refused to spend any more money on their repairs because I no longer have confidence in their work. We had already lost eight days of work due to not having the truck. Additionally, the dealer told us that we have a 12-month or 1200-mile warranty where, if the same problem occurs, the dealer will resolve it. When they refused to fix the truck the next day, I left this dealer and took the truck in to another shop. The mechanic at this shop fixed the truck without having to do anything to the fuel pump.Desired Settlement: I would like a refund because they did not fix the vehicle as they had said. In fact, I lost eight days of work due to not being able to use the truck. In the end, I had to take it somewhere else to be fixed. This cost me even more money to get the right repairs, which the dealer should have tried initially. I took the truck in with a "Check Engine" light on; when I took it to the second shop, the "Check Engine" light was still on. I don't want other consumers to fall into the same trap. They keep insisting that the vehicle is old, but this is irrelevant because the mechanic at the second shop was able to fix the problem.

Business

Response:

Dear **. [redacted],

The van was brought in 11/21/2013 for "check engine light on, vehicle cutting off and loosing power going up hills". Initially, we found 2 codes stored for the check engine light, codes [redacted] & [redacted], further diagnostics found 2 injectors not firing at all, both cylinders #1 & 2 were completely dead. We performed a relative compression test to determine engine condition and electronically checked the injectors. We gave the customer an option to replace all 8 injectors, or just the 2 that are currently showing a failure. When we mentioned replacing injectors, the customer made us aware that they had injector work done at another dealer. We were shown invoices from the other dealer that showed injector #8 being replaced, so there was not a case for a service part warranty repair because it was a different injector. There were also several other repairs over 6 repair orders in the past year for a total expense of $4,398.00 from that shop. Some of these repairs were related to or caused some of the current issues with the vehicle. The customer gave verbal authorization for $2,875.89 for the replacement of the 2 failed injectors, reprogram the computer with the latest calibration, and an oil & filter change on 11/13/13 12:55. During the replacement of the injectors, our technician encountered several obstacles that needed repaired that appeared to be a result of the previous work completed. The turbo unit was not properly sealed to the manifold, the supporting bracket was loose and there was a grommet missing from the valve cover. We also found several missing, broken and stripped bolts that had to be repaired. The customer was contacted again and given an updated estimate of $3,492.71, which was approved on 11/18/13 9:02. The technician road tested the vehicle twice after the repair was completed on 11/20/13, had no concerns during the test drive and released the vehicle back to the customer.

Review: My Ford Expedition was towed to Darcars Ford dealership to repair a leaking brake line on May 15, 2013.

The vehicle remained at the Darcars Ford dealership for two days before a Darcars Ford employee contacted me to inform me that the repairs had been performed.

The bill for this service was $715.00, which I paid in full. When I received possession of my vehicle that evening, I noticed that the seat on the driver’s side was in a fully reclined position. I returned the seat to its normal upright position then began to drive home. During the drive home I noticed a clicking sound coming from the driver’s seat at intermittent intervals and during times when I engaged the brakes. The next morning I saw a residue of brake fluid on the ground where the Expedition had been parked overnight. I looked under the truck and I saw a drip coming from the brake line. I also saw a stain on the carpet on the driver’s side and I realized then that there had been no protective covering on the floor of the truck when I regained possession of it after it had been serviced.

I contacted the dealership and told them about the brake fluid leak and about the sound that was coming from the seat and the stain from what looked like a shoe print. The dealership advised me to bring the vehicle back to the Darcars Ford dealership. I returned the vehicle to Darcars Ford on May 20, 2013 and did not hear again from Darcars Ford until a few days later when I called the dealership and was told that Darcars Ford needed more time to diagnose the problem. I was not told at that time how long it would be before I would regain possession of my vehicle.

A few more days went by and I spoke to the dealership employee to find out what the status was of my vehicle repair. At that point, I was told that they had been unable to contact with me via my work number. Incidentally, I had provided the dealership previously with my contact number at my workplace and that number is a working number where I can be reached though it does not accept voice mail messages; and I had also provided the dealership with my cell phone number, but no one opted to contact me on my cell phone. The dealership employee went on to say that the brake line issue had been taken care of as well as the floor stain but that the seat could not be fixed because the current condition of the seat was the result of ordinary wear and tear. Upon further questioning of the employee, I was told that the source of the problem was the seat track. I then said that I would like to speak to the manager. I told the manager that when I brought the vehicle into the repair shop for the brake issue, there had not been any problem with the seat and within the period of time that it was in the possession of the Darcars Ford the seat had developed the defect.

I asked simply that Darcars Ford restore the seat to its former condition before it was taken into the repair shop. I asked Darcars Ford to correct the damage that was caused by their employee(s), and I was disappointed to find that they did not think that it was worthwhile to do so. I had thought that by taking my vehicle to Darcars Ford I would be getting excellent service. I felt this way because I had purchased my Expedition at Darcars Ford and had previous repair work done there, therefore I felt confident that Darcars Ford would adhere to the same standard of integrity and excellence that I remembered in my previous dealings with this dealership. I was discontented with the response that the manager gave to me, the sentiment of which was that I would have to live with the damage. This response was particularly unsettling in the knowledge that I had to return the truck for further repairs to the brake line which should have been properly fixed the first time particularly considering the potential hazard of improperly functioning brakes to the lives of anyone traveling in the Expedition.

A follow up call from a representative of the dealership’s customer satisfaction department on June 3, 2013 yielded information suggesting that the dealership is prepared to provide me with a discount on the cost to repair the damage to the seat, which it estimated at a total cost of $794. I declined because my position is that the seat was in proper working condition when it entered the shop and I am being asked to pay for damage that was caused by the person or persons who were making repairs to the truck and who left the driver’s seat in the fully-reclined position that I found it in when the truck was initially returned to my possession; that person or persons being likely the same who did not provide paper mats to protect the area where they were working; and that person or persons likely being the same who did poor workmanship in fixing the brake line.Desired Settlement: Repair

Business

Response:

Dear [redacted]