DARCARS Toyota of Silver Spring

My car, a 2007 Acura TSX, was purchased from Darcars used with the maintenance package as a wedding gift by my father-in-law. He has been a Darcars customer for approximately 15 years. I had an appointment for an oil change and annual detailing 3/14/14 and had quite a few issues. I wish I could select a lower than 1 star appointment. 1 - Car battery My car battery apparently died in your service garage prior to any work being done. I was still there waiting for my wife to pick me up when I saw the two techs trying to start the car. I asked the service tech if he needed anything from me since I had just left the car running with them, assuming it just needed a boost. I take this car back and forth to work daily and never have had any problems with the battery even in harsh weather. Further, the manager on duty, Mike (I don?t know his last name), is who I handed the car over to. We jointly turned the car on in the receiving bay in order for him to get the mileage as he was unaware of how to retrieve it on my model vehicle. At no point did Mike ever explain to me there was an issue. After leaving, I received a call from Lorrine C. explaining the car was still unable to be moved some 30-45 minutes later. She explained that I needed to return to Darcars in order to move my car. She also explained that my options were to tow the car, replace the battery or figure out what to do with the vehicle since it was blocking the bay. I was baffled that after 20 minutes of Darcars service having my car that it would be unable to move 20 feet after their technicians had to push it out of the bay. I cannot understand this. Further, Lorrine's conduct was unimaginably rude on the phone. She repeatedly cut me off as well as claimed facts which were erroneous. Case in point, she was unaware on the phone that Mike the manager had started the car in my presence, with no issues prior to me leaving. Mike overheard her discussing the conversation we had, which ended up getting very heated, to another manager. At that point he corrected her as she assumed my car showed up with the issues starting. I wish my issues ended there, but Mike's stance was that I either had to tow the car, bring a battery for replacement, or pay Darcars for a battery replacement as it had been tested and was stating the battery was "probably dead". Given these choices, and perturbed at this point, I decided I was stuck and had to bring a battery and hope that was the problem. My frustrations with Lorrine's customer service cannot be understated and I don?t want that to go unnoticed. I made it a point to inform Mike that I wanted anyone else on the planet to deal with other than Lorrine and that is a quote. She was rude to me over the phone and my wife was in the car hearing the conversation the entire time so she can vouch for that. Stating for a fact that my car never started while I was still at the service center was a false assertion and showed she didn't have all the information. Further, for my car battery to die in a matter of 20 minutes, when it had no previous signs of failure or distress leads me to believe that the car was left with the key in the ACC mode. I did not accuse Mike of this as I had no way to validate it, but I have no other way to explain this. I'm now out $130 on a battery when I had only $85 service planned for an oil change and detailing. 2 - Pickup - detailing When I picked up the car, I noticed a few things that were awry. The trunk was not cleaned as part of the detailing. I was told this was due to the car having items in the trunk and a policy that the techs do not move customer's personal items. I understand that and have no issues there. I just wish that either I was told I needed to clear out these items prior to bringing the car or that I had been told that by Mike upon receiving the car. To have to investigate and inform him that this occurred was disturbing. He had no idea that this was left undone and why. 3 - Pickup - oil change As part of the oil change, resetting the oil life computer meter is expected. I questioned Mike on this item as well as my car still stated 5%. His reply was that the technicians did not know how to do this since my car was an Acura. This is ridiculous as this is not the first time I've brought this car to Darcars. As I've mentioned previously, the car was purchased with the maintenance package so I've done at least 5 oil changes at Darcars either in VA or MD. This is the first time I've heard anything along these lines. If Darcars is going to sell cars from other manufacturers with maintenance packages, the service department can't say we can't service this because its specific to the manufacturer on something like this. This practice feels very disingenuous especially when the resolution to the issue can easily be found online in a 5 minute web search. 4 - Timing Due to the delays with the car battery, my car was unable to be delivered to me by 4pm which was the original estimate. I had been in the Silver Spring area most of the day waiting to hear back from Darcars to pick up the car. At around 3:30 I was called by Mike to state I was unable to get the car delivered on time and it would be available the next morning by 11:00am. At that time, I left the area to allow my wife to go to her appointment for 6:00 pm. At 5:40, Mike called me back to say the car was now available but at that point I had no way to get back to Silver Spring to pick up the vehicle so had to wait to pickup the vehicle the next day.