DARCARS Chrysler Dodge Jeep RAM of New Carrollton

2 years of great service ruined 2 years ago when it was time to get the first oil change in my Fiat 500L I entered the words “Fiat dealership near me” into Google. DARCARS Chrysler D 2 years ago when it was time to get the first oil change in my Fiat 500L I entered the words “Fiat dealership near me” into Google. DARCARS Chrysler Dodge Jeep Ram of New Carrollton showed up as the closest. I went to this dealership for an oil change. They have been changing my oil for the past two years. I was happy with the service performed and their customer service until last week. On Friday July 19, 2019 I went to get another oil change. After waiting approximately 2.5 hours I was asked to come into the garage. I was told that they could not change my oil because they could not get the filter out. They kept trying to get it out but it was stuck and they didn’t want to break it. I asked how was it that they were getting the filer out on previous visits but not that day. The man told me that he didn’t know but if I came back Monday they could do it. I asked what the difference was between that day and Monday. He said “I will have the right tools on Monday.” I walked away very confused. Wanting more clarity on the situation I came back the next day July 20th. I explained to a different person what had happened the day before. He called the Service Manager and reported back to me that the Service Manager told him that he did not know why I was told to come back on Monday because they don’t have the tools to service my car so I would have to go to a Fiat dealership. I asked how is it that they don’t have the tools when I have been coming here for 2 years and they are the only people that have ever serviced my car. He said “I don’t know ma’am I just started working here.” I asked to speak to the General Manager. I explained my situation to him. He said he would look into it and get back to me on Monday. By 4pm on Monday I had not heard from the General Manager so I called. I spoke with him and was told that it takes at least an hour longer to change the oil in my car because the filter is so hard to get to and they do not have the tool to make this process faster. I am the only Fiat they service and they could not justify paying several hundred dollars for this tool. He said if I continue to get my oil changed there they would have to charge me $115-$160 on top of the regular oil change price for labor. He said this is why they were telling me to go to a Fiat dealer. I asked if this was such a long laborious process why they didn’t charge me for labor these past two years. He said they were just “muddling through” hoping they would eventually get more Fiats into the services center. I then asked if the casing for my filter had been damaged since they were not using the proper tools to get it out. He assured me that there was no damage. I asked if I were to buy the tool myself and let them use it could I pay the regular oil change price. He said yes and that the tool would be mine and I could bring it in every time I got my oil changed. I ended the call with an ask for two things: Get me and exact price on the labor and get me the name and price of the tool. He said he would do so. As of 3 pm on 7/23/19 I have not heard back. All of this is quite ridiculous to me. How is it that everything was fine for two years and all of a sudden you can’t service my car because you don’t have the proper tool? I have researched this tool and I believe what they are referring to is an oil filter wrench. This tool does not cost several hundreds of dollars as the general manager said. Even if it did it is hard for me to believe that a car dealership is not willing to spend that money on a customer that was happy and willing to have their car serviced there for the lifetime of her car. This is extremely poor customer service and an extremely poor business decision. I would like some answers as to why this happened after being a loyal customer for two years and the management of DARCARS to offer a solution to this problem. More

Professional, friendly, and helpful I had one of the best experiences purchasing a vehicle a gentleman named Steve Kemp went over and beyond to assist me. When I came through the door he I had one of the best experiences purchasing a vehicle a gentleman named Steve Kemp went over and beyond to assist me. When I came through the door he greeted me and ushered me around the lot showing me what I could afford. He was great guy. I had a great experience. 👍🏿 More

New Car buyer experience was fantastic I special ordered a truck through them. Having never bought a car from a dealership (certainly not a new, special order) I was tainted by all of the " I special ordered a truck through them. Having never bought a car from a dealership (certainly not a new, special order) I was tainted by all of the "horrible stories". Dar Cars of New Carrollton made me a believer that those stories are not true. They were fantastic. From the start, they were professional and spoke to me openly and told me what they knew (and more importantly, what they did not, but promised to find out - and they did exactly that!) They tracked the order, from the instant I put it in and kept me up to date and when the truck arrived, they were all there to meet me and congratulate me on picking it up. I would INSTANTLY but another car from them!!!! More

I The best customer service. I'm very pleased and happy to say that this is my very first time buying a brand new car, and, Steve made it very comfortable, by helping me, just by I'm very pleased and happy to say that this is my very first time buying a brand new car, and, Steve made it very comfortable, by helping me, just by being patient and professional, he did not rushed me, I told him exactly what kind of car I was looking for and he made sure I got into a car that was suited for me, I felt like I've been knowing him for a very long time, everyone at Darcars was very helpful and friendly, I would definitely recommend someone to Steve Kemp, thank for all you help. More

Awesomeness Brian worked withe to ensure I was extremely please with my service visit. Thank you Brian I'll see you the next time. A Happy Customer WF Brian worked withe to ensure I was extremely please with my service visit. Thank you Brian I'll see you the next time. A Happy Customer WF More

Nyte45 Love the dealership, love the customer service personal, they tried to work with me, on my service Maintanance. Very knowledgeable, the service was fa Love the dealership, love the customer service personal, they tried to work with me, on my service Maintanance. Very knowledgeable, the service was fast my last visit, In by 7:00 am , out by 8:30 am. Many dealer coupons to boot..👍🏿 More

Great service Love all that staff ! They all are very helpful since I been going to them and all are informative with the time and the service needed at hand Love all that staff ! They all are very helpful since I been going to them and all are informative with the time and the service needed at hand More

Excellent Customer Service I met Bryan 2 years ago, an awesome Service Manager. He is kind, respectful and goes above and beyond for his customers. We need more like him. I met Bryan 2 years ago, an awesome Service Manager. He is kind, respectful and goes above and beyond for his customers. We need more like him. More

Absolutely worst experience & Racist I came to trade in my vehicle with sales person Steve. He lied and stated he took a payoff over the phone when my old car company indeed faxed him a q I came to trade in my vehicle with sales person Steve. He lied and stated he took a payoff over the phone when my old car company indeed faxed him a quote. Steve and darcars are still peeing my old car company $800 but they are pushing it on me when STEVE MADE THE MISTAKE AND EVEN LIED. My old car company has the call recorded proving STEVE IS RESPONSIBLE. Do not work with him if you go there. BECAUSE I AM AN AFRICAN AMERICAN WOMAN WITH LUPUS AND CAME WITH MY INFANT DAUGHTER ON A COLD RAINY DAY I WAS TREATED UNFAIRLY AND WILL BE SUING . More

Good Service Mr. Lambert provided good service and descriptions of the variances between Jeep models. Frankie went above and worked hard to obtain a good deal for Mr. Lambert provided good service and descriptions of the variances between Jeep models. Frankie went above and worked hard to obtain a good deal for me. I will be bringing the car back due to a big wrinkle in the leather back seat More