Affordable Dental

I have reviewed your complaint with all applicable employees and managers and respond accordingly.You brought the vehicle in for front end damage due to a motor vehicle accident. Geico approved specific work to be done and instructed the dealership to collect the $deductible before
returning the vehicle to you. Upon presentment of the vehicle, you were in a rush to leave and a walk around of the vehicle was not done with you present. The vehicle was given a carwash and the damages outside of the collision were listed on the pre-inspection form. The scratch notated on the passenger door was depicted in pictures that were taken prior to any work being started on your vehicle. There was a signature notated on the pre-inspection report that was not yours, however, I cannot disclose the specifics on why or how this occurred as it is an internal disciplinary matter. Aside from this occurrence, you contracted with Russ Darrow to fix your vehicle, which Geico approved. The deductible that you paid was for the body work performed. On a side note, the body shop went above and beyond and provided a free of charge repair to the passenger door mirror even though we have evidence of this being pre-existing. In addition, we also installed a left front light bulb free of charge. All in all, you brought the vehicle in to get fixed and paid your contractual deductible. Due to the signature on the inspection form, we provided you additional work to the tune of $for your troubles.There is no additional money that we will be offering you and we cannot disclose internal employee disciplinary issues.Thank you,*** ***, Corporate Paralegal

I apologize for the delay in providing your refunds. Although it seems that we have never received a signed cancellation form from you or a actual mileage disclosure. I will start the process of having these cancelled at 100%, with no proration as I do have a copy of the emails that you
sent to the sales person and *** ***. Your lender should have these refunds within days.If you do not see a principal payment on your account after this time period, please reach out to me directly.*** ***, Corporate ParalegalDirect: ###-###-####

I will be unable to continue any type of settlement discussions on this forum since you filed a DOT complaint. I will only be responding through the Investigator with the DOT on this matter.*** ***, Corporate Paralegal

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I'm sorry that you are not happy with the way in which we conduct business. The vehicle was able to be ordered at the same price you were quoted. The trim level discrepancy came in after I spoke with a manager. His recollection was a bit different then you had responded, however, since I was not involved I the original transaction I cannot state with any specificity who said what.*** ***, Corporate Paralegal

I spoke with *** last week and told her exactly what to do to get this off of her record.*** ***, Corporate Paralegal

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me for the time beingI appreciate a responseI do intend to pursue this and would ask that the information of the previous owners be sharedIf I do not get anywhere with this, I will have to take it to VW and look for a resolution considering all mechanics are VW trainedIt is unfortunate that Russ Darrow will not stand behind this as I know many of the staff who are still there were there when it was Motorville, and I will be sure to steer my friends and colleagues clear of this locationI realize the transaction occurred before their ownership, but the staff reflects on the location.
Regards,
*** ***

Normally when a customer comes in on an advertisement the letter is shown to a dealership personnel and a copy is kept. The customers information is then put into our system to show who came in on what day and what unit or advertisement they came in on. This is for our records and for the salesperson to follow up after the customer leaves. I have received your DOT complaint and have seen the mailer you were sent. These letters were sent to approximately people and at least vehicles were sold through this mailer, that I am aware of. That is why I stated that I have no previous record of you coming into the dealership. The sales staff obviously knew about the mailer so it is a bit confusing why you would be told they had never seen or heard of this and had no vehicles that fall under that mailer.*** ***, Corporate Paralegal

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and their contact person was asking me if the store had resolved our complaintThe dealership refused to do anything for usThey did not resolve anything for usThey told us there was nothing more they could do for usI don't know how a business like Russ Darrow can allow people like this run one of their dealershipsWe will never return to themWe would like the people who run this company to know our experience was the complete opposite of what their mission is on their main website:OUR MISSION Russ Darrow strives to create an exciting and rewarding atmosphere for every employee which will then reflect in superior service to youTotal customer satisfaction is our ultimate goal whenever we open our doorsWe realize that the only way we will meet our goal of superior customer service is to be passionate about our customers and the products we sell and serviceOur mission is to turn this passion into an undying effort to serve and satisfy you throughout your entire ownership experienceCome experience our passion and see what makes us worthy of being your Wisconsin dealershipWe are satisfied with nothing less than excellence in each aspect of our dealership’s operations and we think you will appreciate the effect our commitment to customer satisfaction has on your experienceWe are proud to be able to provide excellent vehicles and service to many communities in WisconsinWe proudly serve the following communities: Milwaukee, Appleton, Madison, Waukesha, Wauwatosa, Sheboygan, Green Bay, West Bend and GreenfieldThroughout these Wisconsin communities, the Russ Darrow Group represents the following brands: Chrysler, Dodge, Honda, Jeep, Kia, Mazda, Mitsubishi, Nissan, RAM, Toyota and VolkswagenRuss Darrow is here to help you drive off in the car you have always wanted
Regards,
Mary ***

I'm sorry for the delay in responding to you, however, it is my understanding that the refund was sent to *** *** ***, who cashed the check on November 2, 2015. They then cut a check and submit it to *** to apply towards your loan. The loan in the meantime was paid off.
We cannot be held liable for when a bank refunds the money to their customers. Russ Darrow by law must send the proceeds to the lender, so unfortunately there is nothing more that we can do for you at this time. My suggestion would be to call your lender and request that the warranty cancellation proceeds be directed to you forthwith
*** *** *** ***

I'm sorry that you don't understand why I asked you to provide the mileage at the time you tried to cancel your warranty on the vehicle. You stated that you had probably put around miles on the car... With that statement, I explained that in order to cancel the warranty on this
vehicle you would have to provide me with the mileage at the time of cancellation or total loss. The reason for this is that you financed this warranty on a separate contract from your vehicle loan. The terms of the warranty financing is that you pay the warranty on a monthly basis until such time as expiration of the warranty (term or mileage of warranty) or cancellation. Due you verbally informing me that you had probably used the entire warranty at the time you were requesting cancellation, you would still owe the remaining payments on the contract. I do not have a problem back dating the warranty cancellation to the day the total loss occurred, but if the mileage was used up by that time, you would still be liable for the payments on the warranty as you would have used 100% of the contract. If this is not the case, then provide the odometer reading at the time of the total loss and I will see if there is a refund due to you.As for the car payment, this has nothing to do with Russ Darrow as we are not your lender for the vehicle and thus would have no way of stopping this from coming out.As stated above, please provide the mileage and I will get this matter handled for your as soon as possible.*** ***, Corporate Paralegal

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes, we did sign a release however, we were not really given a choice in the matter of paying for rental expenses if we wanted our money returnedI believe this to be a bad business practice given the circumstances the rental fee should have been waived, and will never refer anyone to purchase a car from the Russ Darrow Group
Regards,
*** ***

I have reviewed your complaint with all dealership staff and their recollection of events differs greatly. In the State of Wisconsin there is no turning back. Once the contract is signed the vehicle is yours. If you are unhappy with your selection, you can trade the vehicle in
at any dealership, not just a Russ Darrow. There is nothing that we can offer you for what amounts to buyers remorse. *** ***, *** ***

I'm sorry for the delay in response, however, it is my understanding that you want the service contract company to pay for the damage sustained to your vehicle after you were involved in a minor accident...a curb hit. The inspector came out and deemed the accident was caused not by a
mechanical failure, but user error. You have since gotten your own personal insurance company involved and the dealership is fixing and sending in the claim to them.Nicole P*** Corporate Paralegal

It is my understanding that after speaking with the service manager, Bob ***, he has resolved all of your issues and you will be picking up your vehicle this afternoon. If there is anything further I can assist with, feel free to contact me.*** ***, Corporate Paralegal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

I *** *** believe that this would not resolve my issue because I have already have had two diagnostic exams from two different Russ Darrow dealershipsOne with my first oil change from Russ Darrow Honda 3-7-2018, and a FULL diagnostic 3-9-2018, from the Russ Darrow Nissan where I purchased the vehicle from, which I paid $for. I believe the next step to resolve this issue would be to fix the leaking headgaskets and any underlying issues it might have causing this issue. I am willing to comply with any more suggestions you might haveI hope we can resolve this matter in a timely fashion. I am available any time, any day after noon. Thank you for your time and consideration

I'm sorry that you have had a negative experience when purchasing your new vehicle. I will be mailing you a check for the VISA gift card offer. As for the Equity U, you can cancel with them directly at any time and make the payments yourself* ***, Corporate Paralegal

I have confirmed that a check was cut for the refund amount of $on November 4th and applied to your account at Landmark on November 11th.If you have not received the funds in your account as stated by Landmark, please let me know.*** ***, Corporate Paralegal

I'm sorry that you have had a negative experience with your recent purchase. However, the laws surrounding a vehicle passing an emission test after the purchase of a vehicle does not fall on the selling dealership. The Wisconsin Buyer's Guide (Safety Inspection) merely states that the
emission equipment must be on the vehicle, i.emuffler, catalytic converter, etc., but it clearly states on this Inspection form, which you signed and received a copy of that the Dealership Inspection does not ensure vehicle will pass state emission test where required. Russ Darrow does an extremely through inspection and if there was a light on and no corresponding code then the light would be reset. We are unable to diagnose an issue with the vehicle when there is no corresponding code associated with a engine light. All vehicles that are sold at dealerships are sold as is with no implied or stated warranty. You as the customer had the opportunity to take the vehicle for a third party inspection before purchasing it.I cannot guarantee that your vehicle will pass emissions, but if you would like to have any work done on the vehicle that is documented as of the date of this complaint, I would be able to offer you a 15% discount.*** ***, Corporate Paralegal