DARCARS Toyota of Silver Spring

Worst experience of my life with manager LEE RAY This will be long because I feel that I need my story to be heard to get my experience with Mr. LEE RAY, from silver spring DarCars dealership out the This will be long because I feel that I need my story to be heard to get my experience with Mr. LEE RAY, from silver spring DarCars dealership out there and still have yet to receive a response from anyone who can help with this issue or from customer relations. Hello all, I would like to begin by saying that My family and I are Latino-African American and our skin indeed dark complexioned. My reason for me mentioning my background is because I strongly believe it has a lot to do with my experience at this dealership, specifically with the manager, LEE RAY. Just to provide you with a bit more of information, this is the 6th Toyota my family has purchased from DarCars at the Silver Spring location, the salespersons can confirm this. Now with that being said, my family has never experienced any type of disappointment when leaving this location with our new cars as we have never had to talk to Mr. Lee Ray directly. On 08/24/2019, my family made the decision to purchase a car that was used with approximately 15,000 miles on it and carfax indicated it was only used for about 2 months and returned “because they purchased another car”, at least that is what the sales representative told us. They also offered us a great interest rate and overall it seemed like a good deal. We drove it home that same night not even 5 miles away. The very next morning we turned the car on and we were showing our family our new car and the service message came up on both Dashboards indicating “2WD has been engaged, 4WD malfunction, take the car to Toyota”. Now this was very concerning, being that this was only purchased yesterday and was literally driven from the dealership to our home. At arrival to DarCars that same next day after we purchased the vehicle, we explained the problem to the woman he helped us with this sale the night before and she had explained that the service shop was closed to check the problem and nothing can be done at the moment until the next day. We were very disappointed and bummed out that this car is already displaying a message of such, after discussing the issue with her we stated that we did not want the car. She said okay and that she would speak to her boss, Mr. Ray. She came back to where we were sitting about 30 minutes later and told us that her boss said we cannot return the car because the bank had our paperwork already. We asked to speak to her boss, so she went to go speak to him again and came back a few moments later and said that he was going to come over momentarily to speak with us. After waiting a little over 40 minutes, which by the way was not a big deal to us because we wanted to speak with Mr. Ray to try and resolve this issue, we continued to wait with no sign of him coming to speak to us as we watched him at his desk from the building across through the glass windows. Finally, we decided to get up and walk over to him to speak to him. He looked at us once we approached his desk and we patiently waited for him to finish speaking to one of his employees. After he was finished talking with his employee he looked at us and asked how he can help. I’d like to mention that this was probably the only time that Mr. Ray had made eye contact with us. After explaining the situation, he said that his employee had informed him of it and that the car could not be returned because it is not only the law and but also it is their policy. We were trying to explain to him that this car has a problem and we only took it home yesterday and his response was “but did you leave the dealership with this problem”. Instead of addressing our concern and helping us resolve it with any other option that he could’ve provided us with and spoken to us like we were actual human beings, or even just explain the situation to us like the professional he is supposed to act like, instead what he did was to continue to file paperwork, work on his computer, talk with other employees while talking to us and made no eye contact with us as if our concern was not important and we did not matter because we had already purchased and signed paperwork the day before. Mr. Ray felt and acted like he had every right to say he will not take the car back with pride and smiled because he can. We explained to him that we have a copy of a paper stating that if the bank did not approve yet we can cancel this deal and his response was “ I will make sure it gets approved” to try and make us upset by telling us he will make sure we are stuck with the car. Now, can you understand our frustration with Mr. Ray? As respectful and as calmly as we approached Mr. Ray, he was being rude for no reason, stating that he was the one in charge and he will not take the car back in a very disgusting manner! Was it because my father barely spoke English and it took him a while to say in English what he was trying to say? -(Mr. Ray only continued to talk over him). Was it because we come from Latino-African American background and we are of a dark complexion? We gave Mr. Ray no reason to treat us and talk to us in this way and give us responses that we did not deserve, so I have no other option than to call it what it was, racism! I have never experienced such an experience with anyone in my life and thought that at this dealership would be the last place I would encounter this experience. This is the first time we have dealt directly with Mr. Ray, we have never had any issues buying brand new cars from this place. I have absolutely nothing to say about the salespeople working in this place as they have apologized for what is currently happening to us with this car and even apologized for Mr. Rays encounter with us as some of them were there watching this interaction!!!!!! The salespeople always have treated my family and I with respect and are truly kind until we met their boss on 8/25/2019. After we asked Mr. Ray if there is anyone else we can speak to because he was clearly not trying to help us he said “comeback another day, I am the only person in charge here today”. I then proceeded to ask for customer relations number, he provided us with the number and his name and sarcastically said “have a good day” and this was the only time he made eye contact with us as we were about to walk out! My only regret was not recording this interaction with Mr. Ray and exposing him not only to the company he works for but to everyone I possibly can because only a recorded voice conversation would’ve done this and a video would’ve shown his body language, his response towards us and he wouldn’t even let us speak to try and express how we were worried about this issue. I even had to ask him if he can please let me talk, because all he kept repeating was that he is not taking the car back and that he would make sure our deal with the bank would get approved so that we can definitely stay with the car. I had asked him to show me proof or some kind of paperwork stating where our deal was approved because he said that it had already been approved overnight(it was Sunday) and he kept repeating he did not have to show us anything and that he would make sure it would get approved as if he wanted to get under our skin to make us upset, but since we are nothing like Mr. Ray who is unprofessional, rude and displayed nothing but racism towards us, we left and told him we would get in contact with customer relations. Mr. Ray then said “we may contact whomever we wanted”. We contacted customer relations and left a voicemail and have yet to receive a response from them. We had no other option than to leave with the car, unsatisfied, and in shock of what we’ve just experienced. I have no words to explain how we felt after leaving. Again my only regret is not recording our interaction with Mr. Ray. It is now day 3 and we are still trying to deal with this issue. Mr. Ray should not be employed in this type of business and even less as the manager. More

Couldn't get Title after paying! We bought a new Sienna here a few years ago and paid cash, walking out the door free and clear. But Darcars never sent us the title. Not only that but We bought a new Sienna here a few years ago and paid cash, walking out the door free and clear. But Darcars never sent us the title. Not only that but they mistakenly marked it as having a lien (loan) under the DMV. We never noticed this until we traded the vehicle in to a different Toyota dealership. In trying to solve this issue, I found it almost impossible to speak to someone who would take my call at Darcars. Most calls to a Finance Manager get you onto a long hold, and then hung up on by the phone system. Finally I reach them and they say I must call Toyota Motor Credit to have it released. This lead to another impossible phone system also and they eventually told me that they can't help because I never got a loan or needed credit from them. Then I found myself sitting in front of the Finance Director at the Toyota dealership I had traded the vehicle to. She is shocked by the ineptitude of Darcars and she tries to reach the Owner by phone. She told me to contact the Darcars GM. I left a message and the Darcars GM never returns my call. Can you imagine that you have paid for your new Toyota vehicle and they won't give you a title? Finally a finance person at Darcars answered and asked me to prove that Toyota Motors has a lien hold on the vehicle. More leg work for me! So on top of the 6 hours I have spent on this, I start paying DMV for records. I get them and Darcars apologizes. Then do they send me the title like they should have years ago? NO. They send me a letter saying "Toyota no longer have a security interest in the vehicle". Now it's off to the DMV to see if they accept such a letter. The Darcars rep today tried to separate himself from any errors the dealership made in the past. But his efforts to solve the problem were not in the customers best interest. He admitted such by saying that sending me the letter "accomplished the same thing" as sending a title. He had no understand that I paid for Darcars to provide a title and I don't want to spend a couple hours at the DMV seeing if this letter will even work. I asked if Darcars will be refunding the $53 I paid for a title or compensating me for current time and DMV costs and he said no. More

They drop the ball after you buy the car I bought a used car from this dealership over 40 days ago as an out of state resident. Since this time, I have been unable to register my car in my st I bought a used car from this dealership over 40 days ago as an out of state resident. Since this time, I have been unable to register my car in my state because this dealership has abandoned all paperwork as it relates to my car. They have been ignoring my calls and emails, and my bank's calls. On the few occassions when they have answered the phone, they've sent me to voicemail. No one has been able to explain why my titling and registration paperwork has not been completed. They have been extremely unprofessional and have made this process a nightmare for me. I will be charged late fees by my state for not registering my car within the 30 days allowed even though my state knows that I cannot do so because this dealership has failed to complete the paperwork. My temporary tag is expiring in two weeks. I need my car for work and am now facing the reality of not being able to drive my car because this dealership refuses to respond to this issue or even talk to me on the phone. They processed the check I gave them in TWO BUSINESS DAYS, but they are taking over 40 days to do all of the other paperwork. Awful dealership. Awful employees. I have filed a consumer complaint against this dealership as a result of this issue. DO NOT BUY A CAR HERE, IT'S NOT WORTH THE STRESS!! More

Over priced work that not guaranteed Brought my husband car in for a continue problem and they wanna charge alot of money. Have me wait all day and offered me a ride to metro station. Lol Brought my husband car in for a continue problem and they wanna charge alot of money. Have me wait all day and offered me a ride to metro station. Lol More

Another Pleasant visit for service I had issues with my check engine light and two other lights in the dash and took it in for service. They told me right away what needed to be done, I had issues with my check engine light and two other lights in the dash and took it in for service. They told me right away what needed to be done, the cost and how long it would take to complete. My car was ready when they promised and as always I am happy to take my car to this place for trustworthy service. More

STAY AWAY DO NOT BUY OR SERVICE VEHICLE HERE This dealership is not to be trussed. purchased vehicle and battery was dead. They improperly install a battery in the vehicle clamping in so hard t This dealership is not to be trussed. purchased vehicle and battery was dead. They improperly install a battery in the vehicle clamping in so hard that it cracks the battery braking a cell and causes voltage spikes to computers and Brakes sensors causing damage. had to take it to another dealer to have all this figured out. When i took it here they claimed all was OK and handed me back my keys after doing nothing to fix the issues. They will not compensate or extend a warranty for the vehicle. Do not do business with these people. Sale, customer relations, service departments are all scammers. They do not actually do a certified Toyota inspection... they check the boxes and leave it up to you the customer to figure out why they sold you a bad vehicle. read the reviews, I'm not the only one saying this. Toyota Corporate... Do Something! More