Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchased this car back in 2023 and the financial advisor upselled me a tire and wheel package that they had claimed to protect against any damage for the tire and wheels. However come time to use it for the wheels they only filed with lexus financial that i only have tire protection not cosmetic.

  Business Response

  Date: 04/17/2025

  Hi there, we spoke with *** *** and according to the deal documents, he did not purchase cosmetic Tire & Wheel, just non-cosmetic. Thank you.

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Lexus ** ***** ****** car and paid $112k for this car.
  At the time of delivery, they only gave me one key fob and told me they'd send the 2nd key fob in a couple weeks. I purchased this car in July, so now six months ago.
  
  I've called and emailed them repeatedly about the status of the 2nd key fob that they are obligated to provide, but haven't. They are no longer returning emails or returning my phone calls.

  Business Response

  Date: 01/09/2025

  Our Service Director is in touch with Mr. ******* and is taking care of his second key as well as tire issue. Thank you for reaching out so we could be of assistance!

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealership didn't give me a copy of lease contract for the revised agreement. When I email to requested a copy, they didn't reply my email.
  
  When i signed the first contract, they told me the new car has to wait for a week. Two days later, the sales person Thina called me that there's a car (different VIN but same color, same spec) I can picked up immediately. However, it was not the same. When I drove it home, the dashboard shows its 50 miles. It's display or demo car!!!! And she didn't mention it to me at all. Another thing is, the first contract I signed was included some accessories, like floor mat, wheel lock, etc. But 2nd car I signed didn't include these accessories. She didn't provide the window sticker to me nor explain it to me.
  
  Also, I want cancel my darcars assurance & oil change maintenance plan, they just ignore my requested. Feel very disappointed their service after they sold the car.

  Customer Answer

  Date: 04/26/2024

  Hi

  Complaint has been resolved.  Thank you.

  ****

• Initial Complaint

  Date:07/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: January 23, 2023, Amount given $15,000 plus as per dealership to apply $9,000 credit from cancelled services from previous car 2022 ***** that was trading In. They committed to provide repairs to torn back seat chair, repair the hair line scratch on the dashboard and get a second key made for the trade in car 2019 *****. After countless calling and texting and contacting corporate office Mr. C****** April 1, 2023. My son and I drove to the establishment and found the manager Mr. M***** and assistant manager Mr. David M*****. M***** immediately apologized and said he just came up from ******** and will take care of everything. He had someone take my car and offered a loaner while they do the repairs. In the meantime drove me and my son to the office of Melanny M*****. I proved to him that at no time and point she mentioned that the appraisal was changed from $50,000 to $43,000. She sat there and lied and I called her out on it. she showed the text message but limited. However, I had the same message and I showed it to M*****. He apologized again and said he will try and fix it. Well he came through within 2hours with the repairs after waiting 4 months. I'm still waiting for them to rectify the error made on the appraisal and place my money I gave them as a downpayment towards my trade In. When you look at the sale slip, there are so many discrepancies. Deceptive and totally taking advantage of the consumers. I spoke to corporate office again today July 20, 2023 and they said I have to talk to the finance department which mean the person that stole my money in the first place. How can anybody be objective to this situation when you have the mother daughter and aunt working this establishment covering each other while mismanaging funds to how they see fit of the consumer. $24,000 total was finagled they way they saw fit as long as they keep it. I'm wondering if they only do this to people of color.

  Business Response

  Date: 09/28/2023

  Our team did lend *** ******** a vehicle while we repaired her concerns regarding the backseat, dashboard scratch, and second key. As for the appraisal, we have reviewed the situation and both co-signers signed multiple documents listing the appraisal value as $43,000. We worked hard to put *** ******** in a vehicle she was satisfied with and lowered her monthly payment by a significant amount, as requested. 

  Customer Answer

  Date: 09/29/2023

  In response to DarCars claims, I was not given a loaner car because my son and I was in the office for about an hour while the car was getting repaired.  We sat with Mr. M*****, general manager discussions was about the $15,000.00 dollars I gave the $6k to pay the difference from the appraisal initially presented to me of $50k and Melanny explained the car cost $56k.  The $15k included the $6k and the balance left over to lower the monthly payments. There is a $7k discrepancy and the company took my money and used gave an excuse after the fact two days later that the appraisal was $43k.  If that’s not intentional fraudulent practice then there’s should be an investigation to this effect.  The texts I included shows proof of our conversation throughout this process between Melanny and myself.  

  Business Response

  Date: 09/29/2023

  We stand by the signatures on the documents made by both co-signers.

  Customer Answer

  Date: 09/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was not given a loaner car while repairs were being done.  As they reported. I was in the office with general manager Mr. M***** and Financial person Melanny while the car was being repaired.  In that meeting I was showing proof of all text messages between Melanny and myself regarding how my money was taken by DarCars to do what they felt my money should go to and easily they got away with it.  I showed Mr. M***** proof that I was told the same day the car was appraised, Melanny quoted $50,000.00. The difference of $6,000.00 was included in that check I gave them.  The rest was supposed to pay for registration and the rest as a down payment for the trade in car RX 350 2019.  I was expected to pay that with resistance.  I was not informed of the appraisal of $43,000.00 until two days later when the contract was finally available.  If I already made it known how I felt about paying $6K why in earth I would now pay $13,000.00? I would have never left on those terms.  You will see in the text when I was questioning I need to see what I signed on their tablet.  The tablet does not show the contract at least not available to me or my son. We left the office with my car completely repaired and was told as soon as the computers comes up she will contact me.  She assured me that everything we discussed in her office will be in the contract. Trust me she said. I advised her please do not do any underhanded stunt like Mike did with this car I’m returning. I don’t want extra services or added anything to the tradin car I was now purchasing.  This was the whole reason why I was returning the car.  She deceitfully try to convince me that she told me about the appraisal.  She forget that she said out loud for everyone to hear “Oh I forgot to tell you that the appraisal was now $43,000.00.” I lost it! My son and I and Gabby a sale person was in the office at the time when Mellany factored in all the expenses including the $6,000.00 the appraisal was $50,000.00.  We were in the office for over an hour and They could not produce any documents. I couldn’t sit there any longer because my disabilities. as per Melanny, their computers were down and she would overnight it to me.  I gave them $15,000.00 check which included the cost to cover the difference of car purchased for $56,000.00 I purchased 8 months prior and appraisal coming in at $50,000.00.  I was already upset about that and decided to pay $6,000.00 cost for the appraisal.  Plus, expecting the $9,000 to $12,000 credit from cancelled services added to my previous car I was not aware of until after the fact.  I’ve been trying to return the car RX 350 2022 as soon as I received by mail the actual amount and what was added.  They kept telling me they will fix it to please wait a few months to allow him (Mike) to cancel and get me in a more reasonable amount car.  Meaning much lower than a $73K car.   I want my $7,000.  Added to my down payment or return it back to me.  DarCars made an error.  It doesn’t matter who did it.  They need to honor and respect the deals that were made.  You just can’t take my money and say oh well.  If it wasn’t for them taking advantage of me about that appraisal, I can easily say this would have been great service.  I can’t say that. Also, I just learned that there was a class action suit against DarCars for some of the same issues.  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/7/22, I purchased a 2019 ***** ** from DARCARS of Greenwich. The vehicle was posted online as being an *******, detailed ****** specs, and displayed picture of ******. I paid the price for an *******, and was supposed to receive an ******, which entails upgraded rims, grill, sound system, and handling package - compared to a base model. After purchasing the car at night, the next morning when I returned home and looked at the vehicle more closely - I realized they did not give me an ******* vehicle, but rather, a non-FSport vehicle. I immediately contacted dealership & spoke with the sales rep to let him know of the discrepancy. I was forwarded to the General Mgr, Oksana K*****. After explaining the dealership falsely advertised the vehicle I purchased, I received no response. She later ceased working there. I consistently reached out to Sales Rep & then to Used Car Mgr David M****** After repeated calls, and multiple emails - his correspondence was slow, or non-existent, and full of excuses. He apologized for dealership's oversight & vowed to correct this & provide me with the car specs I was supposed to receive - however, he has been ignoring my calls, flat out not returning phone calls or emails. Multiple cars that fit my criteria have come through their dealership since my purchase. I email and call him every time to state I want that vehicle, and he ignores my calls, until the car ** purchased by someone else. He sent me to a sister dealership to view a car - I drove over an hour to view it, only to find out, that car ** not available - and was never available, as it was already committed to another customer sale. They are jerking me around and have no intentions of making this right, after they falsely advertised the vehicle in writing. I have been inconvenienced for 8 months, and still do not have the specs of a car I rightfully purchased. Seeking resolution of refund or to be provided w/ ******* vehicle as expected from inception.

  Business Response

  Date: 08/23/2023

  As of this week we were able to put Ms. ****** into a vehicle she’s very happy with! You may close this case. Please respond to let me know you received this update.

   

  Thank you,

  Arianna

  Business Response

  Date: 08/23/2023

  As of this week we were able to put Ms. ****** into a vehicle she’s very happy with! You may close this case. Please respond to let me know you received this update.

   

  Thank you,

  Arianna

  Business Response

  Date: 08/23/2023

  As of this week we were able to put Ms. ****** into a vehicle she’s very happy with! You may close this case. Please respond to let me know you received this update.

   

  Thank you,

  Arianna

  Business Response

  Date: 08/23/2023

  As of this week we were able to put Ms. ****** into a vehicle she’s very happy with! You may close this case. Please respond to let me know you received this update.

   

  Thank you,

  Arianna

  Business Response

  Date: 08/23/2023

  As of this week we were able to put Ms. ****** into a vehicle she’s very happy with! You may close this case. Please respond to let me know you received this update.

   

  Thank you,

  Arianna

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have sent the following letter to DARCARS Greenwich with no response. We are looking for some assistance in resolving this issue. The entire letter from our lawyer is included as an attachment. Our intention was to open up a dialogue with the dealership to come to a reasonable financial settlement.

  Business Response

  Date: 11/16/2022

  CRM Sherlene L**** followed up with the Dealer Team, this matter will be handled by our legal team. Thank you, Sherlene L****