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.