DARCARS Chrysler Dodge Jeep Ram of New Carrollton — Local services in New Carrollton

READ THE REVIEWS AND TRUST THEM! I’ve waited a month to write this review because I don’t take writing poor reviews lightly. However, my experience was so bad and has yet to be addressed that I feel it’s important to share my experience so that others can avoid the hassle. I will NEVER take my car back to this service center. We bought our vehicle from this location in 2022 and purchased the extra service coverage. Since the recommendation was to take the car to your dealer for service, that’s what we did. After 1 year, our hybrid charger stopped working. I called the service center to schedule an appointment on 7/31/23. The rep let me know that they were booked about 4 weeks out, but could schedule me for service on 8/22. He also let me know that they would need my car for about 5 days because of the type of issue. We booked the appointment, but called back on 8/17 to see if we’d be able to get a rental car covered since we have 3 kids and they’d need our van for a week. The rep said yes and that with this kind of warranty issue, rental cars are typically covered for up to 2 weeks. We dropped the car off on 8/22 (which took way longer than it should have) and the rep said he would be in touch with us. I made my first phone call the afternoon of 8/25 to check a status. Another rep said the car hadn’t been assigned a tech yet, but we should have been aware that they would need my car for 5-10 days. Okay, that’s news to us, but we’ll deal with it. I check in again on 8/29 (day 7 with my car, no call from them) and they said my car was assigned a tech finally, but had not been checked yet. I called again 8/30, still not checked. Again on 8/31, nothing. I finally spoke with the service manager Courtney on Friday 9/1 and she confirmed that no one had seen my car yet and since we were heading into a holiday weekend, it likely wouldn’t be seen until 9/5 (day 13 of having my car). I explained my concern of having a rental car past the 2 week time frame of coverage. She recommended I call Chrysler directly because they will sometimes cover longer than 2 weeks with this kind of technical issue since they know it requires a special tech. I immediately called Chrysler and they stated that there is actually no warranty coverage for rental cars. He said I may be able to submit my receipt for a partial coverage, but that is not something in our warranty and asked who told us that. We then try to get the service rep Courtney back on the line, but the rep that answered said she had left for the day. As I started to voice my concerns of being lied to, I could hear her cussing in the background and telling the rep on the phone with us what to say. That rep proceeded to lie and say that no one at Darcars ever told us 2 weeks of rental car coverage, that they told us maybe 3 days. At that point we decided to go pick up our van the next day. They clearly weren’t trustworthy AT ALL. I followed THEIR process, and they did absolutely NOTHING for me. I’m not sure the purpose of an appointment if it means they just keep your car for TWO weeks without even moving it from the parking lot. Our service ticket also included an oil change, multi-point inspection, and cleaning (all covered in our additional service coverage) and even those items were not done. So at this point I am out $500 of a rental car fee that I had to pay out of pocket, an oil change that I had to get done elsewhere and pay out of pocket, and a hybrid vehicle that does not run on electric for months now. I will never take my car back to this service center. Our service rep didn’t call me once (I purposely waited until day 4 to start calling and late afternoons each day to give him a chance to call me first since he promised every time he would call me the next day) throughout the 2 weeks that they had my car, the service manager was rude, and you can’t trust anything a single person says there. My biggest regret is taking my car there to begin with but my 2nd biggest regret is not getting...

DARCARS New Carrollton epitomizes the worst aspects of the car dealership industry: unethical practices, deceitful sales, and appalling customer service. I’ve worked in sales for over a decade, and my experience after purchasing a gently used car here was nothing short of a nightmare. From concealed vehicle damage to broken promises, dismissive management, and rude staff, this dealership demonstrated zero regard for my time, investment, or safety.

I purchased a "fully-inspected" Mazda SUV with 50K miles on March 26. The very next day, I noticed a pulsing vibration at speeds over 45 MPH, and on March 28, the check engine light came on. I also discovered the electronic fob lacked a mechanical key. When I contacted the service department, I was told they only serviced Dodge/Jeep/Ram vehicles and couldn’t address the issue. This was just the beginning of a series of excuses and frustrating delays.

The salesperson, Emmanuel, was friendly during the sale, but things quickly soured when I emailed customer care to document the issues. He called me to scold me for doing so, then hung up when I pressed for a manager’s help. After waiting five hours without resolution, I had to drive back to the dealership, where I was told they couldn’t diagnose the issue and had to keep my car for four more days—still without fixing the vibration.

On April 8, DARCARS' MD State Inspector Ziad identified a suspected issue with the driver’s side front bearing, suggesting I visit a Mazda dealership for diagnosis. The next day, Mazda quoted me nearly $3K for repairs, revealing both front bearings, all four tires, and rims were severely damaged. The rims, concealed by tight hubcaps, had sharp-edged curb rash. I had to replace the bearings under warranty, but DARCARS ignored the tire and rim damage.

On April 15, I tried to speak with Jay Berger, the used car manager, but was told he wouldn’t be in until later. When I escalated to General Manager Tim Ralston, he was dismissive, defensive, and the rudest of the bunch, insisting that they had no knowledge of the damage. He even claimed that the curb rash was "cosmetic" and that I should just accept it. After a heated exchange, Tim begrudgingly wrote a 30-day "We Owe" order to address the rims, but only at my expense.

Jay, when he finally responded, promised to repair the rims but failed to provide a timeline or any financial commitment. I reached out to him over 19 times between April 30 and July 2, often getting no response, and the few times I did, he failed to follow through. Eventually, on July 2, he confirmed the repairs could be done but ghosted when I asked for specific dates. After more delays, he agreed to take the car in on July 17, but then pushed the appointment back to July 24. When I arrived per his instructions, there was no rental car, and Jay didn’t answer his phone. I was left stranded with no help from Tim.

On July 25, Jay informed me that the rims wouldn’t be repaired until the following day, and when I politely asked for this in writing, he lost his temper and hung up. The next day, I picked up the car for the last time. While the rims were finally fixed and the missing mechanical key was cut, the damaged tires were still untouched. I left DARCARS New Carrollton with no apology, no reimbursement for the months of follow-up, no reimbursement for my time or money spent on Ubers and repairs, and no resolution for the ongoing tire issues.

Four months of repeated follow-ups, rude interactions, and constant delays left me with a car that had hidden damage and no support from the dealership. I’ve since taken the car to two other mechanics and continue discovering more issues. DARCARS New Carrollton is lazy, deceitful, and careless with customers’ time, money, and safety. Their goal is clearly to sell you a car and hope you go away when things go wrong. If you value your sanity, avoid this dealership at all costs. Their hundreds of 1-star reviews speak...

Approach with caution, please do not purchase here!

On August 25, I purchased a 2015 Jeep Patriot (Manuel transmission) with 1,800 miles from Darcars New Carrollton. My entire experience has been dreadful, exhausting, and full of broken promises from the dealer. Less than 24 hours after purchasing the certified used vehicle, the car broke down to the extent of being non-drivable. I called and informed the dealer and GM (SAM, who was extremely unprofessional towards me and his staff) and they assured me they were going to have the vehicle towed to their location to be repaired, which they did however I was charged over $90 for the tow. Once the vehicle was at their location they did not offer me loner vehicle nor did they offer me any assistance to getting home.

I informed the dealer and GM that I just purchased this vehicle, it should not have broken down 24 hours later, that I would like another vehicle, and loaner vehicle in the meantime. The only options given to me was taking an upside down loan for a more expensive vehicle and receiving a loaner vehicle was out of the question.

After waiting a week I received a call stating the vehicle was repaired, that they had to do major repair on the clutch or manual transmission. I go pick up the vehicle, I am reassured that the vehicle has been repaired, that I would be reimbursed for the tow, and that I should have not have been charged for the tow in the first place; but my experience doesn't stop here. I had to take the car back the very next day because the protective shield underneath the car was not reassembled correctly, which caused the entire front piece to scrape the ground. I take the car back to the dealer, for the protective shield to be replaced shield. Once it was replaced, I requested the service repair record(s) for that day and any other services records from the moment of my ownership. I was then instructed that I would receive those records and reimbursement for the tow, which would be no longer than 2 weeks from that date and sent out via express delivery method.

To make matter worse, no one communicated anything to me in terms of the delay or reasons for the delay. So, I reached out to them again and this time I was reassured that everything was in the mail, but at that time no one could provide me with a tracking number or ETA of the package delivery, which took over a month and various post purchasing reviews, in order to receive reimbursement for the tow.

In conclusion, the customer service is terrible, their maintenance repair service is subpar at best, upper management is unorganized rude and fail to meet the mission, vision, and commitment to the consumer, of the organization. I am putting my experience out there because I do not want anyone to experience what I have, which has been costly, time consuming, and very insulting.

However, I would like to thank the customer relations director, Jammie Dobson, for reading my reviews and ensuring I received the reimbursement. Her communication and interaction gave me hope for the Darcars franchise, but my experience with Darcars of New Carrolton demonstrates what poor leadership will do to an organization. It all start with the quality of the people and...