? August 24th, 2012, (8:24pm) I dropped my car (2006 Chrysler 300 Touring) off at the DARCARS of New Carrollton, to fix the ETC (Electronic Throttle Control - controls the throttle and sending power to the engine to move the car.) system. The ETC light has been flashing and when that happens, nothing happens when I step on the gas. This issue has occurred a couple of times and I followed what was stated in the manual, until it became a consistent problem, so I took it in.
? Monday August 27th, (10:47am) I was contacted by Herbet Carrillo, who informed me that they had run a diagnostics (I noticed there are two separate diagnostic charges, but they appear to be the same. One they cancel if work is done there, and the other is charged to recoup the money they “supposedly” waive if work is done with them $125, & $109 respectfully) on my car and it stated that the two problems that came up were the Throttle body assembly needed to be replaced & the 3rd cylinder was misfiring and needed the car needed to be Tune-Up. At the same time, the mechanic noticed that the current Throttle Body in my vehicle was new. I informed him that yes, he is right. The current throttle body in my car was new and was replaced by my mechanic the week before; because he had purchased the part from them (DARCARS) and that it was under warranty. He (Mr. Carrillo) said he would verify that the part was under warranty and call me back.
? Wednesday August 29th, (12:03pm), Herbert Carrillo called me back and stated “Mr. Rotimi, I checked with the warranty department and they said that you are correct, the part is covered and you are covered for the part replacement.” I told him ok, and since I do not have to pay for that you can go ahead with the repair. He then said that it’s possible that replacing the Throttle body will not fix the problem, and may still need to go through with the Tune Up (cylinder 3 was misfiring). I said okay, let’s do this first, and then we’ll see where we are at if I need to do the Tune-Up, he said OK. I did not hear anything for another two weeks.
? Wednesday September 5th (Early morning around 9am), he (Herbert Carrillo) called me back and said ‘your car is working now, and is ready to be picked up the total charge is $419.85”. I contacted him back, and said thank you.
? Friday September 7th, 2012 (6:40pm) I went to the DARCARS to pick up my car and paid $539.54.
? Saturday (September 8th) : I proceeded to an engagement I had in Baltimore, and on my way back home (during the harsh storm we had on the East Coast that day), the ETC sensor started to flash again, and the car, once again, became immobile. I was stuck on the road, in the rain, for over 1.5hr until the sensor stopped long enough for me to drive home.
? Monday, September 10th (9:35am Herbert Carrillo); I called Herbert back and told him that the issue was not fixed and explained what happened to me over the weekend. He said I should bring it back in.
? Tuesday the September 11th; on my own dime, I paid $25 to tow my car back to DARCARS of New Carrollton. I did not receive a call about the status, or condition of my car for over a week.
? Wednesday, September 18th (9:24am voice mail from Herbert Carrillo); I was told by Herbert “The warranty company came back and found that the throttle body was not cover, or they were unable to find information on it, so I would have to pay for the part (roughly $180).
? Wednesday, September 18th (4:31pm call to Herbert Carrillo); I contacted Mr. Carrillo and said “This isn’t right; I only did the repair because you came back after VERIFYING that it was under warranty. Now, after over 3 weeks of having my vehicle you come back tell it you misinformed me?” I was very upset. I did not hear from Mr. Carrillo for another 1-2wks, and I decided to contact Customer Care.
? Friday, September 28th, (11:00am Jamie Dobson {301-459-1100)); I spoke with a lady by the name of Jamie, and explained my issue to her. She stated that she will have the Manager, Mike contact me directly
? Friday, September 28th, 4:20pm Jamie Dobson at Customer Care); I called Ms. Jamie back again, and told her I had not received any call back all day. She then proceeded to write a letter and send it to the President, and Manager at DARCARS Chrysler of New Carrollton, informing them that they had not responded to me.
? Friday, September 28th, 4:40pm; after going to Customer Care for a second time that day, I received a call 30mins later from the Manger Mike, informing me of the same issue that was on the table about the Throttle Body. I was very irate, and at this point I went back down to New Carrollton and spoke with Mike (manager) and we discussed the warranty issue with the Throttle Body replacement, as well as I why he was only receiving half the story from his Technician Manager Herbert Carrillo. I explained what I was told by Herbert that the Throttle body assembly was under warranty, only for him to come back over 2wks later to state it wasn’t and I had to pay for it. He apologized, but stated if I could locate the receipt for the Throttle Body assembly purchase so they can locate the warranty and hopefully recoup the lost funds. If I was unable to he said he would take the responsibility for the cost. He also stated they would do another diagnostics on my car on the following Monday (October 1st, 2012) and hopefully get it fixed and back on the road, and in my possession. Again, I did NOT hear from either the manager or Herbert for at least another 1-2wks about the status, condition, or progress of my car.
? Wednesday October 3rd (1:26pm) I called DARCARS to speak with Mr. Carrillo and left him a message.
? Thursday October 4th (5:04pm) I called again, no response.


Til this day I still do not have my car, DARCARS Customer relations was extremely rude. and they forge information in an attempt to cover their mistakes.

I spoke with Jamie Dobson and she said a Tune-Up cost $424... i paid $539,and she said 'because you authorized the prize, and paid, there is NOTHING TO DISCUSS" and they will not give me a refund.

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I received a recall notice and phone call. Work needed done at dealer. Parts in stock and able to complete work in 15-30 minutes.In all fairness service engine light came on and needed diagnostic testing-- 10 minutes tops. Dropped vehicle off prior to opening. Called for update around 1:30-service dept open at 9 am over 4.5 hours and techancian has not looked at vehicle. Said I should probably not expect to get vehicle back and they would contact me-- when tomorrow. Terrible customer service!!! I have not even found out how much they are going to take be for "labor". If it was not for the recall-- I would have NEVER came to the dealship. Hopefully the rest of my experience will be better.

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If you are looking for a place that promotes a culture of moral corruption than this is the place for you.Total slime ball creeps looking to take every last dollar out of you any way they can. These crooks lied to us during the whole sale about what an awesome deal we were getting and how they were marking it down a good amount since it was a demo car with over 6000 miles on it. We were in a hurry to pick up our kids from daycare and rushed through the paperwork. Later that night we looked through our paperwork and realized that they had sold us the demo car for full MSRP price with none of the deductions they told us they were doing. We called the next morining and went in there and they seemed quite pleased that they had pulled another sleazy move on a customer. These people make me sick. Karma

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The only one person or department is parts because Mr. Tanner has always been a gentlemen, very professional and would go out of way to help his customer whether on phone or in person he is a plus to your dealership. As for used car or new cars the Sale manager or the person sitting behind the big desk wasn't even willing to sell me a car he just no I can't sell you that for that price after the salesman approached him didn't even asked me if perhaps he could get me into another car. The service dept. one of service tried to charge $30.00 to $40.00 more dollars than the job called. Because I already got the price from the parts dept. I think they call that up sale. Sometimes something you don't really need they tell you that you need it. That's all I could say more but I'll stop here. Why do I have to go thru all this just for a lousy survey which probably nobody would look at because it's negative.

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we took our 2005 dodge pickup truck for oil and filter change. we were greeted very friendly and taken in right away. Mike told us how long it would be and he was right on the money,we were very pleased with this visit.

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i brought my jeep in for service june 23, 2008. 1. head light problem, 2. brakes squeeking,and 3. air bag light repair. after the repairs i took a trip to cincinnati, ohio. when i turned on my lights the same problem was there. they blinked off and on for a few miles before holding a beam and the brakes still squeeked. four days laters when back in maryland i found myself with out any lights at all coming back from annapolis. i brought my jeep back for service and after a couple hours. i was inform the part needed was on back order. a week or so later i called and was told the part was not in. july 15,2008 i called and asked to speak to the manage. i explain my situation asked for a loaner. i am house bound after dark and it has been a while waiting. i was told they are out of loaners. i then told the person i was speaking to about my brakes sounding worse. he said they would take care of it when the part came in.i asked who i was speaking to and he said mike. mike parrish is not the manage and the reason i asked for the manage. he did not seem to be able to help me. it seems to me if the repairs requested had been done correctly june 23,2008 i would not be house bound now, and a request for a loaner not unreasonable. oh, by the way the air bag light began coming on again yesterday. artie walker

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I would like to write this review to mention what excellent customer service I received when purchasing a car from this DARCARS store. I researched a Jeep online and had received several quotes. Their Internet Salesperson, Justin Gates, quickly answered my request. He respected my request to be contacted only through email, and through his email answered questions I had accurately (because I had sufficiently researched the vehicle, and am a loyal Jeep owner), and provided what for the first time I considered to be "hassle free" pricing. I contacted him via phone when I felt it was appropriate to do so, and he was very professional and courteous. I made an appointment to stop by and view the vehicle we had spoken about.

I was suprised when I arrived to find the vehicle parked up front, easily accessible, and cleaned up to show me. He talked about what the vehicle to do to benefit me, and made recommendations that I felt to be sincere. I honestly feel as if there wasn't anyone else that knew about the vehicles technically than he did. I went on a short test drive and mentioned to my husband that I liked the vehicle but did not want to buy the vehicle, as I wanted to go home and think it over. When I got back he asked if I had any additional questions and politely asked for my business. When I told him my intentions, he was not pushy, but explained to me that it wasn't always when someone would buy, but where, and who it would be from. He promised to provide customer satisfaction in the future, even after he sold me a vehicle.

All numbers discussed were as explained verbally on the phone, and through email. I must admit I was skeptical and have seen numbers change in the past. He delivered on his commitment, and the finance manager was very helpful as well.

He was not aware that I am a retired employee from Chrysler, and had very important contacts throughout the organization. But I definitely passed along the good word to others about him and his fellow co-workers.

In closing, I definitely recommend these people as good people to do business with. Having leased over 15 vehicles over the past 30 years, I can definitely say that this dealership has the finest quality customer service available.

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Staff were not responsive or customer oriented. I dropped my car off at 7am and after 4 calls was finally able to speak with Willie the assistant manager at 1:30pm about the status of my car. I specifically reuested a call bakc before 12noon in case I needed to rent a vehicle if the repairs would extend beyond one day. Needless to say, my car was not even looked at so at 2:30pm I picked up my vehicle and scheduled an appointment with Walddorf Chrysler who normally services my car. I also contacted the General Manager who was not accomodating nor interested in retaining my business and told me that I could pick up me car. I asked him and he didn't care about my concerns and even suggested that I pick up my car. The staff was rag tag and totally unprofessionally. this is the second bad experience that I have had with this company and I will never go back. I am a loyal chysler customer having purchased three vehicles. Please be assured that my complaints is honest and genuine. I can be reached on 301-203-9214 for additional information. Sincerely, Jacqueline Whitaker

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