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DARCARS Ford - Service Center

2.3

16 Lifetime Service Reviews

9020 Lanham Severn Road, Lanham, Maryland 20706

16 Reviews of DARCARS Ford - Service Center

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September 06, 2018

"Unethical Pricing and Rude Service"

- Allison

I had my car towed to the dealership with an issue that actually had a recall notice put out to the dealerships while my car was there. I was quoted a price of over $1000 to fix a part that was $60 - I price shopped and called 3 other Ford dealerships in the area, all quoting me at HALF that price! There exists a book that dictates how much the dealership can charge for a particular service, with some variation for the area, etc. This dealership was trying to price gouge me because my car was not drivable. Additionally, Joyce in particular was VERY confrontational. She claimed my car battery needed to be replaced, but then when I was at the dealership trying to tow my car to a new dealership, she proceeded to jump my car for just long enough and connected the broken cable temporarily so it could be moved to a location where it could be loaded on a tow truck - during this time, she turned off the car and put it in park making it so the tow truck couldn't put my car on the flat bed. Using the emergency break and putting the car in neutral would have been the prudent thing to do considering the tow truck was moving in to position as she got out of the car. The battery is just fine by the way, its been months and I have had no problems. Joyce made every interaction more painful and confrontational than it had to be. I paid the $200 fee to have my car's condition assessed (which is also double what other Ford dealerships in the area charge) and then was out of there as quick as possible. In summary, this dealership tried to charge WELL ABOVE the book value for service, tried to force me to buy a new battery when it was not needed, and withheld a recall notice from me FOR THE EXACT ISSUE I had with my car. This dealership is unethical and one you should avoid at ALL COSTS. I will be filing a formal complaint with the Ford Motor Company and the BBB about this dealership, its actions were absolutely atrocious.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Joyce Pertee
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Sep 11, 2018 -

DARCARS Ford responded

We are very sorry to read that this was your experience. Your feedback is very important to us. The management of the service department has been reaching out to attempt to resolve your concerns. Please feel free to contact the Customer Relations team at customerrelations@darcars.com or call us at 800-327-2277 Thank you

November 26, 2017

"Great experience"

- muneerz

Jason M. and the service manager there are both extremely helpful. I needed new brakes when I went in for service, and they took care of everything start to finish. I'll definitely be going back.

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Recommend Dealer
Yes
Employees Worked With
Jason Morrone
Nov 27, 2017 -

DARCARS Ford responded

Fantastic! The pleasure was ours!

February 14, 2017

"3 months to complete repairs on a Ford F150"

- David Michel

We dropped our company owned service vehicle off for repair in November 2016. The vehicle is still not ready after 3 months. Our fleet management company and the driver made repeated attempts to get closure for this. A number of the service department personnel have been replaced. we will not return to Lanham Ford for services in the future David - Stanley Black & Decker.

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Recommend Dealer
No
Employees Worked With
George
Feb 14, 2017 -

DARCARS Ford responded

Hi David! I am truly sorry for the trouble. I would like to solve this right away. Please email me your information to jdobson@darcars.com. Look forward to your email - Jammie

November 03, 2016

"Service department sucks!"

- Shadow1

I took my Ford Explorer to Lanham Ford service department for repairs and when I picked it up nothing had changed. By the time I got my car home 5 miles away, the exact same problem that I reported to the service department was happening again. I couldnt use my car. I took the car back to them and they acknowledged that for the 1300+ bill they didnt fix the problem. I had to rent a car for a week and picked up the car again. I noticed a loose large screw and nut between the wind shield and hood. The next day on my way to work the car again had the same problem and stopped in the middle of the road. So dangerous. Lanham Ford wont take responsibility. Rented a car for 2 weeks. Found a new mechanic who diagnosed the problem and fixed it. The new mechanic said the problem was easy to identify a d not as costly as all of the charges I was billed by Lanham Ford. Lanham Ford won't refund my money. The service manager was no help and the general manager ignores my calls. It is the worst Ford service department I have used in 10 years owning my Ford. I am filing a law suit against them for my costs and damages.

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Recommend Dealer
No
Employees Worked With
Michael Goldberg
Nov 03, 2016 -

DARCARS Ford responded

Good afternoon. I have provided my contact information on your Yelp review. As I mentioned we are looking into your concern right away. If you should need something before we reach back out today please email me directly. Thank you - Jammie

October 14, 2016

"Troubles"

- jshark93

My experience as a "whole." The first time I called and told Jennifer I have a 2008 Ford Escape Hybrid with a bad Hydraulic Control Unit (HCU) and she quoted me $2200. I called back an hour later to confirm a 2nd time before bringing the vehicle in and Mike (service dept. manager) advised that it would be between $2200-$2900 (he later advised he was using Jennifer's quote). I took my vehicle there on October 5th and was advised it would cost $2750 by Joyce (after they looked at the vehicle), I advised to go ahead and fix the vehicle. October 14th, Friday afternoon before I was suppose to pick up on Monday, I received a call saying oops "sorry we got the wrong part, we got the part for a Ford Escape non-hybrid." Now they advised it would cost $6200. I ask to speak to Joyce's supervisor and after a great deal of struggle to get there, Mike called me back. Mike acknowledged that a mistake, or 2, or 3, was made and stated that he could not honor the original price given "as he could not stay in business that way." However, he offered a 10% discount to bring the total to around $5200. I asked if he could bring the vehicle to my house, as I did not want to pay a company like this, and he drove it to my house for me. That Sunday, October 16th, Andrew the GM at Darcars Ford called me. Andrew was by far the most professional individual that I had spoken with at Darcars. Andrew apologized and advised that he had been there for many years and that he wanted to work with me to fix the issue with the vehicle. Andrew got everybody working together at Ford and at Darcars and came up with a solution to the issue. Additionally, Andrew got me in a rental, as one of the most frustrating aspects was not having a vehicle for so long to get my daughter to daycare and to get to work. In the end, with Andrew's assistance, they were able to purchase a used HCU and get the total down to $3,250. Additionally, they worked with me to set up a Ford Credit Card to pay for the service. I believe the $3250, was not representative of someone coming in to the dealership to get the part fixed, rather was solely based on the fact that I had received so many quotes and prices before getting it fixed. In the end, I would have to consider more in-depth weather I would return. If I was working with Andrew, no doubt; however, I didn't have a great or even good experience with many of the Service Dept. representatives, including the management team.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Joyce Pertee
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Michael Goldberg
Oct 21, 2016 -

DARCARS Ford responded

Hi, I understand that this has been resolved to your satisfaction. If you should have any further questions or concerns please let me know. Thank you - Jammie

July 25, 2016

"Service.."

- Sorrento77

Went in for oil change at 930...at 1230 they couldnt locate my truck...i found it myself in back of the building ...never been serviced..sitting there a whole 3 hours just like me waited in the room to get serviced so i took my truck without oil change...oil change that jiffy lube finished in 15 mins.... Good job !!!DARCARS!!!!

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Recommend Dealer
No
Employees Worked With
Michael Goldberg
Jul 25, 2016 -

DARCARS Ford responded

Hello Sorrento77, We apologize for the trouble, this is not the impression we want to leave with you. Please email me at jdobson@darcars.com, I would like to provide assistance and see if there is anything I can do at this time. Thank you.

June 06, 2016

"Horrible Service Department"

- An9elblu3

Today 6/6/16: My husband took our brand new Ford F-150 in for service after finding the roof leaking. He made an appointment and put all the information into the description and showed up on time. He pulled into the garage and sat in his truck waiting for one of the 3 service members watching to approach for 15 minutes. The service manager walked by a few times and just looked at him. Then he decided to go inside and see what was going on. The manager told someone to help him and the lady came out to his truck finally and asked why he was here. ?!? He went through the whole thing with her again and was told they would look into it an give him a call when they found out what was wrong. They didn't have the information from the appointment he made so he told them again what the problem was and they told him they'd call him to come get his vehicle. They didn't exactly fill him with confidence they knew what they were doing. Then they took him on their shuttle to get a courtesy car, to Enterprise so he could rent a car!!! ......We just had an update from the service Dept. They've had the car since 9am and it's 5pm now. They say since it's going to rain tonight they'll keep it and test it out. Have they heard of a water hose? What have they been doing all day? Hopefully it rains and they'll be able to test. Why would you say that? It doesn't inspire confidence in me. If it's not fixed (we've only had the car 5 days) I think our insurance company will need to get involved... USAA won't be happy with them. How difficult is it to be competitive (Lyndsey Ford's Service Dept. is so much better than these people have ever dreamed of being) at customer service in the Service Dept.? Our customer experience buying this $58,000 truck was fabulous and when they said the service was tied to Darcars Service Dept we didn't think it would be a problem. Hopefully we don't have to see them often. I'm extremely disappointed with the Darcars Ford Service Dept and it makes me re-think buying anything from them, if we have to use their Service Dept. It's such a shame to see one side of the house let the other side down so completely. Apparently according to some of the other employees this behavior is not unusual for the Service Dept.

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Recommend Dealer
No
Employees Worked With
Don't know their names I'm sure you can figure it out though...
Jun 07, 2016 -

DARCARS Ford responded

Thank you for reaching out to us. I am truly sorry for the trouble, this is not the impression we want to leave with you. Would you mind emailing me at jdobson@darcars.com. I would like to investigate more about your experience and provide assistance. Thank you.

Jun 18, 2016 -

An9elblu3 responded

Round two...stand by for details.

March 19, 2015

"Customer Service "

- Zenith

My senior aged parents have purchased 2 vehicles from this dealership. For some reason their second vehicle purchased brand new has been nothing but hassles 2012 Ford Focus. Problem, too long to repair vehicle and they do not keep you properly informed on the status. Oh it will be ready tomorrow, tomorrow comes and oh it's not ready. However, they don't call and tell you this until you call.....I know they want your money but they should want your business too. Personally would never use this place. Do not like the service my senior parents receive.

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Recommend Dealer
No
Employees Worked With
They know who they are.
February 20, 2014

"They don't do what they promise. We were not happy..."

- dealerraterexpress

They don't do what they promise. We were not happy with their repair because they do not back up their warranty policy as they state. The employees weren't horrible, but their service was. They released my vehicle saying it was fixed, but I ended up bringing it back the very next day for the same problem. They charged me an enormous amount of money, but they didn't fix the problem. I will never take any of my vehicles back to this dealer again.

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Overall Experience
Recommend Dealer
No
Employees Worked With
Hess Darvish, Mohamed Janneh, Michael Goldberg
August 11, 2011

"Leaving for a long roadtrip and after two days of being..."

- badiyahj

Leaving for a long roadtrip and after two days of being shot down by other service shops for being to late (1 hr before close) last resort, Darcars Ford. I pull up, to be told, they stop taking cars two hours ago. I explained my dilemma and mechanic Jeff along with Shane were so gracious to help me out. I'm ever so grateful b/c they could've turned me down like everyone else. Truly angels who saved me from doing something reckless, like getting on the road without an oil change. Thanks so much,you will be my first choice from now on! And may I add, I still was out before close, can't beat that!

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Recommend Dealer
Yes
Employees Worked With
Jeff and Shane
Aug 11, 2011 -

badiyahj responded

Correction "without an oil change"

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