Russ Darrow Group, Inc.

I apologize for the delay in cancelling out the warranties.  I have a check in my hand that will be sent to Landmark Credit Union in the amount of $1232.92 tomorrow.  You should see the payment reflected in Landmark's records within 3-5 business days.If you need anything further, please do...

not hesitate to contact me directly.[redacted]###-###-####/direct

I am sorry for the delay in responding, however, I will need further information from you before I can respond to all issues you presented.  Please forward me a copy of the VISA gift card offer.  Also, is there another name on the contract?[redacted], Corporate Paralegal

I have forwarded your complaint on to the person who handles removing these types of matters from the credit bureau.  She will be mailing you a form to fill out and return to her so that she can start the process of having this removed from your credit.[redacted]
[redacted]

I am sorry that this process has taken so long.  I am having your file pulled and sent up to me today to start the cancellation process.  On Monday, July 18th, I will backdate the cancellation date to the dates that you listed in your original complaint.  I will also have a check cut for the refund amounts.  If your vehicle is currently financed through the original lender the cancellation refunds will be sent directly to them to offset the principal loan balance.  If you paid cash and do not have a current lien on the vehicle the refund check would go directly to the contract owner.  If you have any additional questions, please do not hesitate to reach out directly to me.[redacted], Corporate Paralegal###-###-####/direct

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]  I will contact KIA

I no longer own the jeep I traded it in for a new silverado so there offer would not work its only been moths waiting for a response hopefully ill be able to inform potential customers of the shady opperation they have going on

[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 [redacted], and find that this resolution is satisfactory to me.  I will contact the warranty company regarding this matter.
Regards,
[redacted]

I'm sorry if you feel there was poor customer service on behalf of your most recent situation.  In reviewing the matter, I determined that the cost reflection for putting the vehicle back together is part of the Chrysler standard.  Since you went to a third party service shop, who is not...

an approved Chrysler provider, we cannot take the word that what they found is the problem.  Chrysler mandates through the warranty process that we start from the beginning where you experienced the issue just as the other shop did.  Because you authorized tear down of the vehicle, we would need to charge a rebuild fee, which Chrysler does not cover.  The length of time that the vehicle was at Russ Darrow was only due to your objection to paying the rebuild fee.  We did not touch the vehicle or look at the vehicle as we did not have the authorization from you.  It was then decided by you that the vehicle would be towed to another Chrysler provider which is within your right. Again I apologize if you feel we delayed the repair, however, we were just doing what Chrysler mandates that we do.[redacted]###-###-####/direct

I'm sorry for the delay in responding to your complaint.  I have requested your deal file as well as the service history for the vehicle.  The General Manager who you were dealing directly with is no longer with the company, so I will be discussing this matter with the Operations Director...

for our Group.  I will be in touch with you shortly.Nicole P[redacted]

I have reviewed your complaint against Motorville and have forwarded this matter onto the previous owner of Motorville.  Russ Darrow recently took ownership of the building and the franchises, however, any previous service or sale provided was not part of the takeover.  I hope to hear from...

the owner shortly and will work with you to try and resolve your issues.  Have you had the newest issue serviced on your vehicle as of yet?[redacted], Corporate Paralegal

On today's date the request for refund of the deposit was received by the corporate office.  I can hold the check here in Menomonee Falls for you to pick up today or I can send the check through our inter-company mail to be received by 11:00 a.m. on Monday, September 14th.  Please let me...

know what you would like to do.Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No offer was made, a [redacted] requested a copy of the advertisement.  I have sent several emails to her with the advertisement and also requesting some sort of response.  I have not received any response back (my last email from [redacted] was 11/25/14).  Yesterday, December 1st, 2014 was the final day of their current advertising which has a promotion on the same vehicle at a higher price, however, I was not able to sign that deal, pending a communication about the original advertised offer I have been patiently waiting for.  The end date of the commercial advertisement that I submitted the complaint about is December 7, 2014.  I need a response in a more timely manner.I feel as if the advertising is a "bait-and-switch" where it is luring in customers to offers that are not available.  I feel that their lack of communication or contact is unacceptable - and an attempt to disregard my claim and not allow me to obtain their special offers.  I am in need of obtaining a new vehicle and do not want to continue to lose out on offers, awaiting a response from them. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Thank you for providing the mileage.  I will have this cancelled and back dated to the total loss date.  Due to using all of the mileage under the warranty, you would still be liable for the payments.  I will not be refunding you any money due to the fact that you still owe money under the contract that you signed.  The contract could have been cancelled at any time by you, but it was not until the car was totaled and the mileage was already used that you decided to cancel the coverage.  I am sorry that you feel our sales staff had taken advantage of you or it was a high pressure sale, but this has never come to light in the past 3 years.Again, I apologize for the inconvenience this has caused you.[redacted], Corporate Paralegal

While I understand your frustration regarding this, the information that you stated pertaining to the rental contract and subsequent bill are inaccurate.  The rental contract that you attached clearly shows that there is a $25/day rental charge for the vehicle.  The vehicle was given to you on 12/31/16 and was supposed to be returned by 1/3/17.  This did not happen.  Even if the tech did or didn't find anything wrong with your vehicle, there was still a contract which you signed, agreeing to the rental charges.  The accumulated days and actual charges are not shown on this contract because you were just presented with the vehicle and there were no days accrued or rental charges accrued until 24 hours would pass.  We provide rental vehicles based on manufacturer payment or if the service we are providing the customer exceeds $1500.  You do not fall under either one of these exceptions.  You stated that you and your father didn't believe that there was nothing wrong and requested a second look at the vehicle.  This prolonged the process and the rental charges, which was caused by you.I'm sorry, but the rental charges stand.[redacted], Corporate Paralegal

I would be happy to help resolve this, however, I will need the following information from you:-Credit Bureau which lists the inquiry,-Date of Inquiry,-Name as it appears on the inquiry (we have 16 locations).-last four of your social security numberOnce I receive this information, I can make sure...

that you did not apply online for any type of auto loan or refinance of your current auto loan.  If we cannot verify receiving your information, I will start the process of having this removed from your credit file.  In addition to this information, you must dispute the inquiry with the credit bureau directly by sending them a letter.If you have any questions or wish to provide this information to me directly, please email me at [redacted] or call me at ###-###-####/direct.[redacted]

I apologize for all of the issues you seem to have experienced while purchasing your 2012 Chrysler 200.  As for the key, this vehicle only came with one key.  If you needed or wanted an additional key it would have needed to be worked in the deal as keys are somewhat costly.  We do...

have 3 Chrysler dealers, however, in order to cut a new key, the vehicle would have been needed and the closest Chrysler dealership is in West Bend, WI.  You could have paid that dealership to cut and program a key, but it sounds as if you went somewhere close to your location and did the same thing.  The State of Wisconsin does not mandate that we sell every used vehicle with two keys.As such, I will not be reimbursing you for the key that you had cut for your vehicle.  [redacted]
[redacted]

I have requested additional information from the warranty company.  As soon as I hear from them, I will respond accordingly.Nicole P[redacted]Corporate Paralegal

I will follow up with [redacted] to see what the reason for decline was by the tire company.  We do not have a contract with the tire company and we are not a sister company to them either, so a warranty claim if approved would have to be between you and the company.  We absolutely try to...

help the customer, but our hands are tied if they decline it.  We do not issue refunds to customers without receiving a processing a check from the company itself.I will be in touch with you shortly.[redacted], Corporate Paralegal

I am sorry that you feel we ran you credit numerous times.  In actuality, by giving permission for the dealership to run your credit to see if they can offer better financing, we do one hard inquiry which may include up to 25 lenders.  This is considered as one transaction and not...

25.  If you have any further questions, please contact me directly.[redacted]###-###-####

I am sorry that you feel you were treated improperly and or discriminate against at the dealership, however, after speaking with your husband, he did not deny that this did not occur.  We are not in the business to create and cause conflicts.  There was an issue that arose with your vehicle that you feel was caused by Russ Darrow.  We have video footage of the vehicle while we were fixing an issue which clearly shows that the vehicle was not harmed.  Also, when I set up the appointment for you to bring the truck into the body shop, it was never a all day estimate scenario.  It was set for a one hour time period and I never heard from either you or your husband regarding the vehicle still being at the shop.  The body shop called me to let me know that they still had your vehicle and didn't understand why.  The General Manager of the dealership personally apologized for not getting back to you as well.As you are aware, a family friend called and spoke with the President and we have agreed to participate in the fix as a goodwill gesture, not because we caused the damage.  I consider this matter closed.[redacted]