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Service Department Nightmare
What turned out to be a simple request – oil change and A/C Switch replacement, turned into a nightmare. First, my appointment was at 7:30 am on August 27th; when I arrived at 7:20 am, there were four cars ahead of me. I was greeted at 7:40 and was told that the work would take approximately 4 hours, which was not out of the ordinary. I was told that there was a recall on the vehicle and suggested I have the work done, that was great; how long, could not tell me because you were short staffed on Friday. I made my reservations three days in advance of the work date, enough time for customer service to alert customers of a longer than anticipated delay. I was asked if I wanted a ride home, I thought that would be a good idea, but cautioned that I only had the one vehicle and I felt uncomfortable being stranded. I asked for a call-back with the diagnostic check results prior to work being done on the vehicle, I was promised a call-back, but did not get one. at 11:30 am I called back for a status report, I couldn’t get one because my vehicle was the next in line to be looked at, four hours later???? Still no call-back, I called again at 2:30 and was told that it was taking more time than anticipated to fix the recall issue, I again asked for an estimated time for completion, a few more hours, I was to be called back. Frustrated at the lack of movement and communication, I took an Uber back to the dealership and was told, they would be finished within 45 minutes, but the oil change had been done. Finally, after 7 hours I was told the car was ready; however, the A/C Switch matter hadn’t been fixed because they did not have time to do the diagnostic test. I cashed out and was told, oh the screen froze and I can’t process the credit card; I said I would pay in cash, which I did. I asked about the status of the switch, I was told you didn’t have one in stock, which I found was amazing, since you knew that was one of the two reasons I brought the car in for service. I was told, bring it back on Tuesday, August 31st at 7 am; I replied, is that a firm time or will I have to wait another 7 hours. At my insistence, I asked for the switch to be ordered and I would return on Tuesday, yet the diagnosis had not occurred. I called on Tuesday, number one to let the finance department know that not only did I pay in cash, but my credit card was also charged, I was promised a refund within 48 hours, is that true? I also asked about the status of the switch delivery but was told it had not arrived, but was promised a call-back. It is now Wednesday, September 1st and I have not had a call back; I was charged twice for the oil change, my AC switch has not been fixed and frankly, I don’t know where I stand with DARCARS, whose customer service when it was Honda of Bowie used to be impeccable, what happened? I have bought three cars from the dealership and referred a friend, who also bought a CRV. I can definitely say that I am completely dissatisfied with the service or lack of and I would not recommend this dealership to anyone.
Jade was a excellent Sale Rep. On my test drive she was very knowledgeable about the Honda pilot and answered all my questions. She was able to get me the best price on the Honda pilot. Jade is a great sale rep for this dealership. She cares about her customers. She goes above the duties of a sales rep. If you are looking for any vehicles at Darcars Honda of Bowie please ask for Jade. Thanks again.
Thank you so much for taking the time to leave us this amazing review, Kenneth! And thanks for the recommendation, we really appreciate it. Hope we see you again soon.
Great place to buy a car
I had a great experience when visiting this dealer to purchase a new car. I would recommend them to anyone in the market. Their new management is great.
Thank you for the 5 stars!
UPDATE 1/30/2021 for 2019 Certified CRV
[Update 1/30/2021] Good responses from the general manager Gary Bearor. He resolved most issues in a week. I wanted to give him 5 stars vs. 1 star on Elijah and Marcus, so I think 3 stars is a trade-off. Here is the summary. 1. Dent repair was a paintelss dent repair. All minor dents and door dings were repaired prior to delivery. No accident. 2. Gary apologized the poor communication. No apologize from Elijah and Marcus. 3. Gary said the hood gap misalignment is within normal tolerance on most CRVs. However, a local Honda didn't agree with it and was willing to fix it for free. 4. It turns out Darcars didn't replace the battery. A local Honda replaced the battery under warranty. 5. Gary helped order parts. In addition, Gary helped to repair another small dent by sending a dent specialist to my town which is so nice. I really appreciate Gary's immediate assistance and decided to close the BBB claim.
Hi Heeju, Thank you for sharing your experience with us and thank you for the update. We apologize that you had some issues and so happy to hear that Gary was able to assist you and getting your dent repaired locally. Again, thank you for sharing.
Unresponsive customer service
I brought my car in because it was making noise, I was told that it needed repairs, I agreed to the repairs, but I have not heard from the service dept in 4 business days. I left messages and I have tried to speak to anyone, but the phone just rings. The best I got was the operator and she just transferred me to the service dept and the phone just rang and rang. I also am interested in an extended warranty so I called again and reached the operator. Once again the operator transferred me to ring land.
Hi there, Thank you for bringing this to our attention and we're sorry to hear that you are having communications issues with us. We'd be happy to assist you. Please consider reaching out to us at email@example.com or 1-800-327-2277.
Bad buying experience
Terrible buying experience. After being specific in the amount we wanted to spend, as well as the pre approval from the online sales manager we did not expect to leave the dealership empty handed. Left sitting for 3 hours waiting on finance, never spoken too or talked too. Finally called to finance first words from him were the amount monthly and it was a $100 more than we had said. Manager came down after finance told us they were losing money doing this deal. Manager seemed concerned, advised returning in 2 minutes. He never returned. Finance cake back, we offered more money he says can’t help you, and dismissed us. Dealership manager and corporate as well as on line manager has contacted us in the last days, due to a Yelp review. All parties have asked what can they do to make it right, we have told them we would still like the van. Numerous promises to call us back, and yet still no one has. Terrible customer service, it is obvious that the dollar matters at DarCars Honda ( Bowie) and not the customer. We have bought many vehicles over the years, and this is by far the worst experience we have ever had.
Excellent Customer Service DC
I was introduced to the dealership by friend and she highly recommended CS Rep. Kris Rowe. Kris consistently provides excellent customer service, professionalism and he goes above and beyond for his customers. He exemplifies the qualities of an outstanding dealership.
Thank you for the 4 star review! We're happy to hear that Kris provided you excellent customer service. We look forward to working with you again. Thanks again, DARCARS Customer Relations
Customer service does not answer the phone.
Had to call 4 times to get someone on the. Not a good impression. The rep was nice when I finally got one, but took way too long to get one. Of course, none of this happened when it was time to purchase the car.
Avoid - falsely recommended items
We took our Odyssey to Darcars Honda on Crane Highway for a safety recall. Received a call saying the car was ready and telling me they had a couple of recommendations. OK pretty standard EXCEPT one recommendation was that our cabin air filter had “loads of pollen and dirt on it and needs replacing”...the same filter I replaced 5 days before with the car doing less than 100 miles in that time! Needless to say I told them I didn’t believe any of their recommendations due to my recent replacement. Their response? “Oh you replaced it last week?” Followed by silence. If you like to be played, this is the place to go.
Phenomenal Customer Service
I came into the dealership to get a warranty repair completed and was impressed with the loaner car I had received and started toying with the idea of a new car. In the past, my experience had not been so great at Darcars but I remembered a few great individuals who saved the day, so I decided to check out what 2019's they had to offer. In my perusing, Mr. Milton Stiff came to the rescue. He was helpful without being overbearing or pushy. Due to having a 2018 Accord, I was pretty much aware of what the car had to offer and just really wanted a new car without having to pay more to have it. Mr. Stiff showed me a few different cars, but I was still attached to the same model I already had. So with the help of the awesome finance manager, Kerry Dillard, my wish to have a newer car was accomplished. This was my second opportunity working with Mr. Dillard and once again he made my experience with Darcars of Honda a joy. He added to the great care and concern I received from my salesperson, Milton Stiff. They were both very welcoming, professional, honest, straightforward, and friendly. I was able to get GAP insurance and additional coverage for my car without issue (a definite necessity when buying a car) and for a nominal cost when you look at how much an accident or damage to your car could cost you. The transaction was seamless and did not take much time to complete. I would definitely recommend coming into Darcars of Bowie to see Milton Stiff and Kerry Dillard when buying your next vehicle for an amazing car buying experience.