Darcars Collision Center of Baltimore

My Experience - 0.0/5.0 -

We've had the worst experience with getting our car repaired! They never updated us or anything about our car! I had to find out through Geico our car was ready. On Monday, I called them and asked them can they hold our car until Friday so we can come up with the rest of the money for the repair. They said that was no problem. Today, I sent my husband over to pick up the car. He paid for the repair and got in the car and left. As he was driving down Eastern avenue, he realized our steering wheel was messed up and was turning funny. He went back to the shop and told them something was wrong with the steering wheel. The guy gets in the car and tells my husband he was just going to drive it around the parking lot and he's not leaving the lot. Well, he disappeared and left him standing there for almost two hours. Finally, he comes back with the car, and they run a diagnostic on the car and apparently there is something wrong with the air bag and the air bag light won't go out. My husband told them this is bullshit you said our car was ready several days ago and we already paid for the repair and there is still something wrong with our car. They said this was their fault and that they were going to get us a rental (on them) and we would not have to pay anything. They said the car would be ready on Tuesday. Well, they made him wait another hour before even trying to help him with the rental and they said in order for us to get a rental they needed to have a credit card from us. We don't have credit cards, and they refused to get us a rental unless we provided them one. I said this is bullshit, none of this is my fault. My car was broken into, and it sat in your shop for almost 3 weeks, and we paid for the repair and there is still something wrong with our car and you won't offer a rental unless we have a credit card??? The girls behind the counter did not care and they left and ended their shift without further assisting us. Now they are saying they will have this fixed by tomorrow and I truly doubt that. We need to be compensated for this. This is unacceptable and they need to be held accountable and if this isn't resolved we will have to take legal action.

My Experience - 5.0/5.0 -

Good job

Likely to Recommend - 2.5/5.0

Repair Quality - 5.0/5.0

Customer Service - 2.5/5.0 -

Sterling is an excellent employee and I can’t say enough positive things about him, but he unfortunately seems to be the only one capable of providing any answers or meaningful support in this office. Front desk staff person was consistently unhelpful and unable to provide answers or support for any of my questions or needs at all. Several times while I was there, I was waiting in the front chair for unnecessarily long without proper acknowledgement or support and had to remind the staff multiple times what I was waiting for due to disorganization and a lack of front desk competence. It felt like the entire operation relied on Sterling to keep things afloat and answer any questions whatsoever, but he is one person and constantly putting out multiple fires at once which leads to lower quality service overall and a feeling of disorganization. One time when I walked in, an employee had lost someone’s car key and the staff were in a frenzy to find it, which is highly concerning to witness and does not provide confidence at all in this being a trustworthy place to be leaving personal belongings. Also the facility is outdated and the customer seating arrangements are highly uncomfortable, as it requires customers to sit directly in the middle of 3 employees literally talking over/past/through you to communicate to each other. All in all, the staff are nice, but this is a disorganized operation that needs more employee staffing, MUCH better front desk training, better communication between staff, and better management of people’s belongings.

Returned Clean

Likely to Recommend - 0.5/5.0 -

Why would I recommend a shop that deceived me?

Repair Quality - 1.0/5.0 -

I explicitly discussed with Rob that I did not want a non-OEM part used on my car. I told him I would rather not do anything to that part at all (it was minimally damaged) than use a non-OEM part to replace it. This was discussed extensively with Rob in person at drop-off on 9/9, in person on Monday 9/14, and at pick up on 9/18. And yet a non-OEM part was used in the end, which I discovered on my paperwork on the way home. There is no way this wasn't intentional after so much discussion and, after this experience, I will never use any Darcars business ever again.

Customer Service - 1.0/5.0

Returned Clean

Likely to Recommend - 4.5/5.0 -

Kim.is very nice

Repair Quality - 3.5/5.0 -

The door looks good however the inside of my door has a hole in it and my window panels are lose and my rain guard is cracked

Customer Service - 3.5/5.0 -

Taking it back to shop to show someone now

Likely to Recommend - 5.0/5.0 -

Good

Repair Quality - 5.0/5.0 -

Excelente servicio

Customer Service - 5.0/5.0 -

Good sevice

Returned Clean

Likely to Recommend - 2.5/5.0

Repair Quality - 3.5/5.0

Customer Service - 2.5/5.0

Likely to Recommend - 3.5/5.0 -

If the quality control process improves, I would definitely feel comfortable recommending DARCARS Collision Center to others. I appreciate the friendly and polite service I received, and I hope the dealership continues working to improve its repair inspection process and overall customer experience.

Repair Quality - 2.5/5.0 -

The bumper was not properly installed, and I have videos showing that the side where the vehicle was hit is noticeably looser than the other side. I expect the repairs to be completed correctly and the issue to be addressed professionally.

Customer Service - 4.0/5.0 -

When I picked up my car, I wasn’t shown where it was parked, and I didn’t have the opportunity to properly inspect it before signing the documents. I acknowledge that I should have asked to inspect the vehicle, but I believe there should be a better procedure in place to ensure customers can thoroughly check their vehicles before completing the paperwork. That said, everyone I interacted with was friendly and polite. I appreciate their customer service, but I hope the dealership can improve its vehicle handover and inspection process to prevent situations like this in the future.

Returned Clean

My Experience - 0.0/5.0 -

I’m extremely disappointed with my experience at DARCARS. While the actual body work on my car looks nice, the overall experience was frustrating and far below what I expected. I dropped my car off on August 11th and was originally told the work would take approximately two weeks. I did not get my car back until September 17th, more than five weeks later. Throughout that time, I had to call seven different times just to get updates. There was very little proactive communication from the shop. Each time I called, I was given a new date for when my car would be ready, and each of those dates passed without my car being completed. On multiple occasions, I was told someone would call me with an update, and I never received a call. What was especially frustrating was being told that my car had actually finished the body work on August 20th and had been waiting for paint ever since. If I had been given an honest and realistic timeline from the beginning, I would have had a much better experience. Instead, I continually felt like I was being told my car was a priority, while the repeated delays and lack of communication suggested otherwise. I do appreciate that DARCARS provided me with a rental car while I waited. However, I drive an SUV and was given the smallest rental available, which made the extended wait even more inconvenient. When I finally picked up my car on September 17th, I drove away and immediately noticed a flapping noise. I returned to the shop, and they inspected it and found that a bumper clip was loose. After having my car for more than five weeks, I was disappointed that it was returned to me without everything being properly checked and secured. Again, the actual work on the car looks nice, and I appreciate that they provided a rental. However, the communication, repeated missed completion dates, and overall lack of transparency made this an extremely frustrating experience. I would have much rather been given an honest timeline from the beginning than repeatedly being told dates that were not realistic. I also would have appreciated receiving the updates I was promised instead of having to continually call myself. Unfortunately, based on this experience, I will not be returning to DARCARS for any future work.

Likely to Recommend - 5.0/5.0 -

Yes great work

Repair Quality - 5.0/5.0 -

Everyone was very professional and courteous

Customer Service - 5.0/5.0 -

Top 10 service

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 5.0/5.0 -

Highly recommended...every person involved in the process of the repair work was professional and informative...keep up the great work !

Repair Quality - 5.0/5.0 -

Excellent paintwork and workmanship...like it (accident) never happened

Customer Service - 5.0/5.0 -

Great communication from multiple people by phone and e-mail throughout the process...much appreciated

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

Appreciated the constant updates regarding my vehicle while it was in the Collision Center for repairs.

Returned Clean

Likely to Recommend - 2.0/5.0 -

No lo reparan bien

Repair Quality - 1.5/5.0 -

They didn't repair it correctly; they even lost the car's rim.

Customer Service - 1.5/5.0 -

El bumper está Mel no está bien echo

Likely to Recommend - 2.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 2.5/5.0

My Experience - 5.0/5.0 -

However, it took too long!

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Very efficient and friendly service!

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 2.5/5.0

Repair Quality - 2.5/5.0 -

Weren’t the best with updating me. Pickup date moved two weeks past its date. Kept telling me it would be ready “tomorrow”. Once it was all done, took the car home & now I’m having ac issues & now it’s hard to even make an appointment or receive a call to make an appointment with them.

Customer Service - 3.0/5.0

Returned Clean

My Experience - 0.0/5.0 -

Son lo peor.. por un golpe leve me retuvieron mi vehículo 2 meses y cuando me lo entregaron me entregaron un desastre de trabajo y el personal tratan muy mal alas personas ..nunca más volveré a ese lugar ni se lo recomiendo a nadie.

Likely to Recommend - 0.5/5.0 -

Con mi experiencia vivida nunca recomendaría este lugar no tiene profesionalismo ni el personal de oficina ni los que hacen las reparaciones

Repair Quality - 0.5/5.0 -

Mi auto estuvo casi dos meses en ese lugar para hacer un trabajo que no se lo recomiendo a nadie y no volveré como cliente a este lugar las personas que trabajan ahí no tratan bien al cliente.

Customer Service - 0.5/5.0 -

En mi experiencia muy mal la persona encargada me mintió muchas veces con la entrega de mi vehículo y cuando me lo entregaron hicieron un muy mal trabajo

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Car look brand new

Customer Service - 5.0/5.0