DARCARS 355 Toyota Scion Rockville

We have taken our Prius and tercel to 355 for years. They have given us good service throughout the years. There is a shuttle that transports customers to shady grove metro station. The service advisors are great. I have enjoyed interacting with them.

This dealership literally has the worst customer service I’ve seen… It’s very unfortunate because toyotas are great cars but dealerships like this will make me spend the extra 20 k and just get another Infiniti rather than deal with very poor customer service. No loaners, ridiculous wait times, horrible customer service
Do your self a favor and don’t go to this dealership

The dashboard in my Prius lit up like a Christmas tree last week with four warning lights so I made an appointment to take the car to 355 Toyota. The guy at the front desk was frowning when he asked me what was wrong with my car. Then he said it could take up to 2 hours to get a diagnosis. I waited for 2.5 hours before checking with him on the status of my car. He said it’d take more time because ‘the code was very complicated’. Another 3.5 hours passed before I could finally walk out of there with $ 150 less in my pocket and a diagnosis that the hybrid battery was failing. The service guy offered to replace the battery for $ 3800+. I later found another shop to have the battery replaced with a reconditioned one for less than half of the dealer’s price. What prompted me to write this review was this: it took the mechanic literally 2 minutes to give me the same diagnosis code (POA80) as the guy at the dealership did in 6 hours! I do appreciate the dealership’s free shuttle service that I was able to use to go get lunch during the 6-​hour wait. But all in all, there are much better Toyota dealers in the area so I’ll never go back to this one again!

I’ve been a toyota customer for more than a decade now (holy ish, I’m getting old :() — what keeps me coming back is my service associate, Nigel. Every time I think the prices are too high, or that the receptionist is a biatch, I talk to him, and he makes the process so easy that I forget about the other inconveniences. I genuinely feel like he gives me good advice about how to take care of my vehicle, and the convenience of the free wifi, spacious waiting area, and complimentary car service, all couple together to keep me a loyal Toyota customer.

I recently went to this location for my first time. I scheduled my 5,000 mile maintenance. Check in at the service department was a breeze. The staff was very friendly and informative. The waiting area is large with some vending machines and a large tv. I sat in a small area that provided work stations and free wi fi. I was able to plug in my lap top and work while my vehicle was being serviced. They also offer a free shuttle within a 5 mile radius if you need to leave your car for the day.

Literally the worst customer service experience I have ever had. Bought a car two months ago. For two months my husband and I have been trying to get the financing paperwork completed. They failed to do what they promised and in the process I have been yelled at, hung up on, and the general manager has failed to call me back many times. Meanwhile the temp tags on the vehicle are going to expire and they refuse to do anything about it. Today I was yelled at on the phone. I would avoid his dealership at all costs

Service — frankly I hate dealers and Darcars 355 Toyota is not really an exception — but my great service rep Walter Cruz at 355-​Toyota keeps me coming back. First the bad — it’s $ 140 just to look at a problem (although it is credited to the eventual work) this is ridiculous. Everything is slightly overpriced. So why the four stars?
The good:
1) Walter is thorough and communicates quickly via email and phone
2) He makes sure the prices you are quoted are the best available.
3) The driver (from Togo) is friendly and safe and takes you quickly to the Metro.
4) In the event you have to wait my experience (only one time) was that their estimate of 60 minutes was right on the money. I also used to have a great Darcars Nissan service rep who since was promoted. Her replacement (who she referred me to) was OK but not good enough (i.e., not as good as Walter — to whom she also referred me!)

I was here on 12/​14/​2015 for oil change and filter replace. After they finished I took the car home and find out They didn’t give me quality vehicle inspection paper work and didn’t place the reminder sticker on my car windshield. So I called right back to the dealer one of the customers service said she will collect and send it to me. Been two weeks now I didn’t receive any. I don’t know what conditions of my car and when my next service.
My phone# 301 9 474 835
I’m only coming here because they inspected my car.

Slow oil change service always. I make appointments and it’s always an 1.5−2 hour ordeal. What’s the point of making appointments?! I’ll never waste my time here again. Typing this at service area now and it’s been 1:40 mins and still waiting!

Worst customer experience EVER!!!
My mom was very interested in a RAV4 XLE AWD in magnetic gray exterior with black interior.
We went to Darcars Toyota 355 in Rockville, MD. The sales associate Mike Choi wanted to push the Limited because they currently did not have what my mom wanted on the lot. I searched online and found the exact one we’re looking for at another local dealership.
In the meantime, the sales associate at 355 kept pushing my mom to buy the Black RAV4 when we asked for a magnetic gray more than 5 times. I said lets go we are going somewhere else and Mike said this car isn’t available in the area (LIAR) only because all they have is the Limited RAV4 and the LE base model. This was unnecessary. Mike Choi was rude, unprofessional, arrogant, condescending, and highly disrespectful. On the way out he yelled «it doesn’t matter that it’s more expensive this is what we have!!» This totally ruled out customer needs and wants! Worst customer service experience I have ever had and will never go back there nor recommend it.

This service department deserves the 5 star. I have been coming to this delearship for years for the service. I have no stock, no kin relationship just good honest feedback.
Here is my feedback on customer service/​care. They gladly accept competitiors coupons. If you get a confused look, more than likely they are new, but ask for a manager and they will happily accept.
Most of the time they have specials running, check their website and are extremely competitive.
The service desk no matter how busy, the advisors are always smiling and helpful. After more than 4 years to still experience this is huge to me as a customer. They ask questions, explain what is going on with your car and after service is completed any recommendations.
Now here is the trust, they have never over sold me on any service. Everything I needed for my car it was for a very good reason and at times said you can do this in the next few months, not today. Most places example quick lube places or private shops want to upsell, I can say this because its happened (went to a place next to my job and put it this way DarCars service saved me $$$), NOT DarCars 355 service. They earned my trust.
Issues after repairs? Never. Always done correctly. Quailty service.
The service wait room is spacious, always clean, food and drink machines. They also offer free coffee, tea, hot chocolate machine with cups, creams, sugars and stirrers. Good for me because I don’t want to spend if I do not have to. They have comfy seating and a huge TV, its always on the news channel. They have outlets for you to charge your phone and a small parts store to browse around in case you don’t watch much TV.
The checkout area, the representatives there are friendly and get you out the door quickly.
I went this week for a recall and they accommodated me with my short window of time during lunch to drop off my car, rent a car (took less than 15 mins.) and I was out the door. Add they were steady busy with 3 people in line with me.
That being said they showed teamwork to expedite my transaction. Robbie/​Robby was terrific in getting me in and out as well as his follow up calls to tell me my car was completed.
The service was performed sooner than expected which was a pleasant surprise. Robbie had everything ready for me to check out and went over the work completed including something he noticed that was covered under warranty.
The porter was very friendly.
Bobbi the manager/​supervisor was and always been on top of his customer service since he was an advisor. He remembers my name, car I drove and always smiling. He is always running around busy attending to customers, but always finds time to say hello and make sure my customer needs are met.
So here is my final point. If you go here on a weekend or before a holiday, expect to spend a bit of time at the dealership, its expected. You and everyone is getting work or oil change done.
I most I ever waited on a busy day was 90 mins and it was for maintenance. You can go to the showroom next door, some fast food spots near by, just tell them to call you when its done.
This place is worth any wait for the customer care, service, quality and honest recommendations. If these guys see an opportunity they will go above and beyond. I feel valued as a customer here.
Thank you guys for always taking care of my car with quality work and customer service. Kudos.

I can not have complaints since a bough my car. I wasn’t ready for nut my car but I did it, the staff helped with everything and for each question that I had.
Every time that I came here for the service is really nice and cool. Really good service and I just wait the necessary time.

was told the wait would be an hour to hour fifteen… it is approaching 2 hours. not exactly what you want after a 10 hour day at work. would appreciate an honest approximation of the wait time so that customers can plan accordingly and decide to come back another day if needbe.

There was a mix up with Toyota care. Wasn’t too happy about that but the front desk guy who checked us In Ronnie. Was very professional and helpful. He did everything he could for us.

4 hours of waiting for an oil change, tire rotation and front brake pads. Really?! Really?!
I do appreciate the fact that my review was read and that a response was made. I never was notified when my new tire was ready since I had a nail in a tire when I took my truck in. I wound up going to Merchant’s tire.

My wife and I had a wonderful experience at this dealer. We purchased a 2015 Pearl White RAV4 Limited and a great price. Sales person was Joel and he actually talked us down from a Venza and we are glad he did. Love this car and most of all loved the way this dealership gets you in and out with no headache. Would highly recommend this dealer and please go see Joel… He saved us a trip with a local buy. A+

If there was a negative star rating it would be –5. Negotiated a deal with Arthur at Darcars via phone/​internet as I was out of state in Michigan. I was told that all was taken care of and had figures in writing. Flew all the way out there only to find out that they couldn’t honor the deal they offered. They refused to compensate me for my flight and I was forced to pay twice as much to get a same day flight back. I had also paid to have windows tinted on the new car that I was purchasing and they failed to return any money on that either. While I was sitting there, there were other people in the dealership complaining. All in all, I’m out about $ 800 plus my time and no vehicle. To date, I still haven’t received my $ 500 deposit back. I doubt that they will step up and cover any of my costs. The best I can do it to let everyone know to stay away from Darcars. I know it’s a typical stereo type of car dealerships, but this organization exemplifies it. Beware and take your business elsewhere.
JC

This is probably the worst dealership and service center in the world. They manage to worse than the BMW dealership down the street, and I curse the BMW dealership out for fun because they seem to work hard to earn it.
I have been in several situations, especially in sales when a rep tells me, «Sorry I will be right back, I see another customer I ‘want’ to help instead» — WTH… First come first serve isn’t that complicated. And no, these were not returning customers because I knew the person and that was the first time he had been to this dealership.
Even phone support hangs up on you, is rude and doesn’t want to talk if you’re «right» and they have to go back and fix something. They force you to drag your lazy ass into their store, in person pissed off to complain. To top it off, they then tell you that you could have done everything on the phone.
This isn’t a rant, this is a reality check. Sure I wanted a car, but hey. forget this dealership, I drove to Tysons corner, went to a different one, bought it there and got it MD Inspected because they treat their customers right. The one is silver spring is better too.
When Darcars bought this place from Toyota, they should have fired most of the employees, not just replaced a few key management people because the main issue when Toyota owned this place was the employees, and it’s only gotten worse with their arrogant egos. An oil change never finishes faster than 3 – 4 hours by the way. You can google it and do it yourself at home in 40 minutes (worst case…). Half the time, the 1 extra hour is because of the car wash, only to hear that they couldn’t wash my car for some made up excuse.

My daughter took her Toyota Corolla for a recall… While the car was at the shop the service advisor called my daughter and told her that her brakes were really bad and she needed to change them ASAP. MY daughter went ahead and agreed to it…
The charges were astronomical for just front pads.
They charged her almost 400 dollars … Outrageous! I found a coupon from another dealership for 99.99 but the service advisor, said that it did not include the installation, when it clearly the coupon stated it did…
Their website says that they honor other competitor coupons… Well, they DON“T! He lowered the charges to 290.00…still a lot…
Tried calling Bobby Ward, left a message but he never returned my call.
I will not recommend this dealership to anyone, nor I would let my daughter take her car there anymore…

My current car is transforming from a stallion to an old gray mare.
I stopped into 355 to see if the new Camry’s were any better than the one I currently have.
I am also curious about the Scions since I no longer need to drive my kids everywhere.
I was greeted immediately and allowed free roam of the showroom, sitting in cars, popping trunks (using the facilities), etc…
No pressure, all of my questions answered and every bit of information that I needed.
It is one thing to check out the cars online, but it is entirely different when you are sitting inside of one.
I didn’t buy anything that day, but when I am ready, I’ll be getting my new Scion from 355.