Russ Darrow Group, Inc.

Review: My Name is [redacted] I drove from Milwaukee to Madison to by a 2001 Chevrolet Camaro on March 11, 2015. When I arrived to the dealership the staff was very friendly and professional towards me and my friend. When I left driving that Camaro I was very confident that I got a good deal from this dealership and was insured by the used car manager that this vehicle was inspected well and worth the money I paid for it $8000. On May 29, 2015 I contacted the manager thats in charge of the used car department to inform him about some problems with my Camaro, which the check engine light was on. I had it diagnose by Russ Darrow in Milwaukee on 76th street phone ###-###-####, the problem a dirty vent valve and they installed a new updated harness and one of the E/Clamp was missing to the exhaust, replace the A/C Compressor because the clutch was noisy when engaging, the cost $754..14 for the whole jobDesired Settlement: The used car manager was informed about the problem and stated since the vehicle was brought as is there nothing the dealership could do to help with the cost. This is my thinking of Russ Darrow is a big company and it seems to me this auto wasnt inspected and the wright way and somethings were over looked, it is not fair for me to have to pay for fixing this vehicle when I only had it for two months it should had been checked wright by your mechanic. When I brought this car it had 110,000 miles now it has 111,806 miles I parked the vehicle when it started making those noises, because I was afraid of messing up the engine. I wish you will review the problem and reconsider am sure if you brought a vehicle and it had some problems you will ask for help too. Just call Russ Darrow in Milwaukee it will show the vehicle was repaired on May 28, 2015 Service advisor Keith M[redacted], when I brought this vehicle from this company your staff was happy to sale me this vehicle now can you make a cus

Business

Response:

I am sorry that you experienced problems with your vehicle after the purchase in March. All vehicles are thoroughly inspected and if needed fixed prior to sale. We do notate any deficiencies if they are found by the service department if they are not a safety issue and we do not fix them. However, if something is operating fine and there does not seem to be an issue, it is not notated or fixed. All consumers have the right to take the vehicle they intend to purchase to a third party inspection. These inspections will normally notate any issues that you may experience in the future, not necessarily something that needs to be fixed immediately. All vehicles are sold as is with no implied or stated warranties. As such, we are unable to provide assistance with the repairs that you had done to the vehicle.Nicole P[redacted]###-###-####/direct

Review: Purchased a 2010 jetta from russ darrow Mazda and on the drive home from the dealership I noticed that the heater was not working properly and the rear turn signal was not operational and the left turn signal in the side view mirror was verry dim I made russ darrow aware of this immediately the salesmen told me to come down the next day to have it repaired. I called him the next day and he said he talked to the service department and they would stick around slightly late to accommodate my schedule I drove to the dealership only to find out the service department personal left 2 hours early that day. I called the following day again spoke to the service department and was told we don't want to work on it and I was told to call the local Volkswagen dealer set an appointment and that russ darrow would approve repairs. It took me a week to get an appointment at the VW dealer and had told drive with no heat for that week I left the car at the VW dealer for one week while calling russ darrow once or twice a day and never reciving a call back. After one week with out the car I picked it up from the VW dealer still with no heat the third week I had the car I called the russ darrow service department the sales person I purchased the car from the dealers General manager never 're living any calls back when messages had been left I them called and told them I need to speak with someone about returning a car this finally got some attention I spoke with a man named [redacted] and informed him I had place a hold on my $2000 Down payment check until the matter is resolved he informed me he would do some "Research and speak to corporate" and call me back that day which I made him repeat to me no less than 3 times and never received a call back untill 4 days later from another man I have never spoken with before he asked me if there was a reason I canceled my down payment and I explained him the situation that I'm going through and again was told I would receive a call back that same day again I asked him more than once if he would call back that day to which he assured me he would I at this point I have not heard anything back from anyoneDesired Settlement: I expect the heater to be repaired I expect the mirror turn signal to be replaced and I expect a personal aapology for the poor way I have been treated during this matter

Business

Response:

I have spoken with the dealership staff and they stated that they had agreed to participate in the repairs up to a maximum of $500. The vehicle was purchased in a used as is condition with no implied or stated warranties. If there was anything that you found during the test drive or as part of an independent inspection (if you chose to do one) then any issue should have been brought to the attention of the sales/service staff before contracting for the vehicle. As such, I will still agree to pay up to $500 for any repairs that are needed.If you would like to accept this offer, please contact me directly.[redacted]###-###-####/direct

Review: My daughter and I came to the Kia dealership in April of 2014 to get information on buying a car. We were very hesitant on purchasing the vehicle because I am a single mom, and my daughter had no credit. We are both very upset with how Kia ([redacted] and [redacted]) misled us by telling us we would have no problem refinancing in 6 months and I could take my name off of the loan. That was the selling point of purchasing the 2011 Kia Forte. [redacted] told me that my daughter would establish a good credit score. He later told me that he checked and it was around 700. Well, the credit info I received for Kristin had a score of 640. I contacted Kia 4 times regarding the refinancing. [redacted] said that he would talk to finance and we would receive a call the next day… we did not. I called the following Monday and left a message…no reply back. I called again on a Wednesday and left a message for [redacted]…no reply back. I finally got a hold of [redacted] and he promised he would have an answer for me the next day. He did call back and told me there was good news and bad news. The bad news was that First Merit would not refinance, the good news was that he was certain other financial institutions would refinance. I have contacted 4 other institutions to see if we could refinance, and we cannot!! After getting this information, I emailed a sales manager at Kia explaining my situation and how upset I was with Kia. I never heard back from him.

Russ Darrow's staff should not be in such a hurry to sell a car before knowing the facts! They really put us in a bind. I have a vehicle with 220,000 miles. Because I cannot get my name off of the loan, I most likely will not be able to get another car loan. My daughter works part-time and all of her money that she earns goes towards the car. I feel that Kia took advantage of me and my daughter by pressuring us and making it sound like we would be able to refinance/get my name off of the loan-no problem! Kia has great customer service when you come in the door, but really don’t seem to care about their customers after the sale. I will NEVER buy another vehicle from Russ Darrow and will also spread the news about how HORRIBLE their customer service is!

I contacted Channel 3000 Call for Action and they have also tried several times to reach [redacted] and he is never available to take their call. I also sent a letter to the president of KIA (which I found out is in Korea) letting him know of my issues.Desired Settlement: Find a way to have my daughter refinance the car and remove my name from the loan.

Business

Response:

I apologize for all of the running around and unanswered phone calls throughout this time period. I just spoke with the [redacted] of Russ Darrow and the [redacted] of the location in which you purchased the vehicle and it is my understanding that the GM [redacted] will be calling you shortly to see what we can do to help the situation.Thank you for your understanding.[redacted]

Review: I purchased a brand new car from Russ Darrow and been having problems with it from day one. Its been in there shop six times for the same thing and they said they did everything they could do. So basically they said I'm on my own with this problem.Desired Settlement: I want my money back 42,520

Business

Response:

Thank you for taking the time to talk to me about your current issue with the vehicle you recently purchased. As I stated on the phone, the issues that you are experiencing need to be addressed with Nissan Motor's directly. We can only do what Nissan dictates on each vehicle. If there is something that you would like to do outside of the service process, I would fill out the papers that we talked about or escalate the matter by written correspondence to Nissan Consumer Affairs. If you receive any communication from Nissan, please pass that on to us and we will try and help you.Thank you for your understanding and cooperation.[redacted]

My husband and I went to the Milwaukee Russ Darrow Nissan location because we found a car online that I was interested in. We test drove the car and liked it and when we started negotiating price, we were told the online price included a "trade-in" and the car price was actually $2,100 more because we did not have a trade-in. We had also been pre-approved with our bank with an interest rate of 2.74%. We told the salesman and he said they could match or beat that interest rate. After that they would only discuss price in terms of monthly payment and not actual cost of the vehicle. We agreed on a payment of $315 a month for 5 years by initialing a piece of paper. Then the sales manager came over and said that he "misquoted" the salesman that price and he would take off a "service fee" of $200 to make up for his "mistake". We agreed and and then had to wait hours for the paperwork to be done. During that time I had expressed many many times that we needed to leave by a certain time because I had to be in Platteville by a certain time for my graduation. When we went in to sign the paperwork, finally after at least 3 hours of waiting, we saw the interest rate that we were actually getting from them was 5.07%, nowhere near matching or beating the 2.74% we got from our bank. We also could not contact our bank at that time anymore to do the deal because they had waited so long to get us the paperwork to sign (probably on purpose). We also noticed that the $200 fee that the sales manager indicated he would take off was not taken off. My husband and I agreed to go ahead with the purchase at that point because we intended to refinance with our bank right away. Further, the guy doing the paperwork with us kept pushing the extended warranty on the vehicle and we declined it three times. Finally, I ended up missing half of my graduation ceremony because of how long the paperwork took and I feel they use this tactic to wear people down to get them to sign the paperwork. There was another woman there at the same time going through a lease process and she looked just as frustrated as we were. Earlier that day we had gone to a different Nissan dealership in the Milwaukee area who didn't have the car any longer that I was interested in. After purchasing the vehicle from Russ Darrow, I never received a courtesy call asking how things were going with the vehicle. However, I did receive a courtesy call from the dealership I didn't purchase from telling me they hoped they could sell me a car in the future. I will not be ever visiting Russ Darrow in the future and am glad I can't go to their dealership for maintenance or service because I live 3 hours away. Their sales tactics are terrible and deceitful.

Very poor impression. Called dealer for the first time and spoke to [redacted] one of the used car sales managers. He hung up on me in the middle of the conversation and was rude. Highly recommend caution with this dealer or at least do not deal with [redacted]

Review: I took delivery of a 2011 Jeep Liberty on Saturday, January 25th. When my family and I arrived at the dealership the vehicle wasn't even able to start. (Should have been the first sign to walk away) Spoke to the salesperson and sales manager about this and the assured me that the battery would be changed. We then were able to test drive the vehicle after it had been jump started - salesperson came along. While test driving the vehicle, my entire family AND the salesperson noticed the overall cleanliness of the vehicle and at that point we were told not to worry that it would be taken care of. With that in mind, we went ahead with the deal assuming that the vehicle would be cleaned and ready for me when the paperwork was completed....not the case at all. I did not notice the condition of the vehicle at delivery (4 hours after I agreed to the deal) due to the financing department being backed up. However, I did notice the issues on Sunday morning and was appalled to say the least. I realize that this is not a new vehicle, but the vehicle cannot be in that condition for delivery and if it were my dealership, I would not have delivered it without coming to terms with the buyer. Monday, January 26th I called the dealership to schedule the battery to be replaced and the vehicle to be cleaned, properly. After a 2 or so hour wait in the waiting room, I had an emergency come up with my family and had to leave and luckily the service manager was handing me the key as this came to light. Needless to say, I was again disappointed in the cleanliness of the vehicle as I observed it when I drove away. I no longer know what the proper course of action is to get this rectified and quite honestly - I am fed up with the unprofessionalism of the staff at the dealership.Desired Settlement: The obvious desired outcome would be to cancel the deal and have all money from the downpayment returned to me....but I realize that is extreme and will not likely happen. In reality, I would like to have the ENTIRE inside of the vehicle cleaned, nicely. Also, since I live a half hour from the dealership and this will be the second time in for the same issue - I would like to be reimbursed for the gas that I have invested.

Business

Response:

After reviewing your complaint and speaking with [redacted], it is my understanding that the issues with theoverall cleanliness of the 2011 Jeep Liberty have been taken care of.

If you have any questions, please contact me directly at [redacted]

Business

Response:

After reviewing your complaint and speaking with [redacted], it is my understanding that the issues with theoverall cleanliness of the 2011 Jeep Liberty have been taken care of.

If you have any questions, please contact me directly at [redacted]

Review: Russ Darrow Lancaster Drive Madison sent advertising material to many customers in which when you scratched 3 stamps, it the numbers matched should go to the Dealership because you've won. I went in one of the days of the promotion. There was a line of dozens of customers who, just like us, have "won". The advertisement said that if the key included in the promotion opened a lockbox or the "code/number" matched you have won. After a long wait we sat down with the sales person who asked us all sorts of questions about what type of car we wanted, what price were we willing to pay monthly and the trade-in value of the car I owned now. He didn't talk about the promotion, "the key" or the code at all. After he realized we were not purchasing anything he told us he was going to be right back, took our advertisement with the key and the code and came back with two scratch and win lottery tickets. I asked him "where is the key, I want to try to open the lockbox?" His answer was "it won't open it". My question was "How would you know, you didn't even let me try?" His answer was "It just won't". He didn't have at that point my key or code with him, he was ready to move on to the next victim and we had to leave. I completely understand that not everybody wins but, if they want to make this BELIEVABLE they need to let the customer try the key to see if it will open the lockbox or compare the code with the code of the day. I wasn't given that chance. In fact, he wouldn't even give me my key and code back after I asked. He never tried them either so, how was he so sure that my key wouldn't open anything and my code wouldn't match if it is not because this was a complete Bait and switch situation? This was a waste of my time, a waste of my energy and felt disrespected AND demoralized. This practice needs to stop.Desired Settlement: If this is not Bait and switch, at least give me a chance to do what I went to do, try to win a truck or $25,000 cash by trying the key in the lockbox.

Business

Response:

I’m sorry that you were not given the opportunity to try and turn the key to see if you were in fact the winner of this promotion. The promotion is sent to 50,000 people with 1 person receiving the winning activation code. This is an approved advertising method that goes through numerous audits and is also insured to assure that a prize is available if the random winner delivers the brochure with the correct activation code. Part of the fun for the customers of this contest is that they can win a large sum of money or a vehicle, and that was taken from you. I cannot say for certain why the salesperson didn’t allow you to try the key, however, I can apologize and say that the sales staff was inappropriately trained in this manner. I would like to assure you however, that the pamphlet that you received, had it correctly stated the winning activation code, that you are the only individual that would be able to claim the prize. There are numerous fail safes to ensure that the name listed on the mailing and the person claiming the prize are one in the same. We at Russ Darrow like offering contests to our customers and hope that the individual brings in the winning mailing! As a consolation prize you should have received a $2 bill and a lottery ticket. I am also going to send you out a customer goodwill gesture for taking the time to bring this type of issue to my attention so that in the future, customers are given the opportunity to have “fun”!

If you have any questions or concerns, please do not hesitate to contact me directly.

[redacted], ###-###-####/direct

Consumer

Response:

Review: I traded in two (2) vehicles last year: 2005 Chrysler 300C, with approximately 45,000 miles, mint condition and a 2011 Rogue, with approximately 3,000 miles. I received credit for $11,000 for the Chrysler and $19,000 for the Rogue Nissan. I did not receive any incentives for the new 2012 Rogue. I was told I would get money back with this deal. Well, I was credited $400 and that went back to rust proofing with a minimum package deal. I was feeling sick, because I had been at the dealership for several hours. I told the sales person I needed to go home to eat, because I was diabetic, and I was told it would only be a few more minutes, which turned into hours. By this time, I felt light headed and just went with the deal. Now I was told I have used my last free oil change and was charged for a tire rotation. I feel since Russ Darrow basically took two (2) vehicles from me, the least they could do is offer me more free oil changes and free tire rotation. I am still bother by this deal, even a year later. I need to have someone try and make things right. I told the sales manger, [redacted], that I would go and sale the 300C across the street to Carmax and get the money and perhaps keep my 2011, and he convinced me that I would get a better deal with them, even though I told him Carmax offer me $11,000 and the would roll it over into my bank account. [redacted] told me that I would be charged taxes and it would be best to let him make a better deal with me.

One year later and I still cannot get over howt they took advantage of me. Can you help me to go back and get a solution to this problem?

Still troubled,

[redacted]Desired Settlement: Would like for the [redacted] to contact me to offer me an extended year's warrantee, cash back or perhaps a gas card that [redacted] thinks is reasonable.

Thanks

Business

Response:

I am sorry for the negative experience you had at the Russ Darrow Nissan dealership. After reviewing your transaction, it appears that you were given fair market trade in value for each vehicle, $11k and $20k respectively. [redacted] was correct in telling you that you would receive a tax break on the new vehicle purchase if you trade in both vehicles. The tax break along with the $1500 rebate you received ended in very little to no out of pocket expense for you. The extended oil change plan was extended to you which you declined. With all vehicle purchases, every customer receives 3 free oil changes. It appears that you have used these three as of July 2013. As a one-time customer good will courtesy, I can extend to you an additional three free oil changes, however, the other potential resolutions you wrote are not viable options for your complaint.

If you have any additional questions, please do not hesitate contact me directly at ###-###-####. [redacted]

Business

Response:

I am sorry that you continue to feel that you were taken advantage of in relation to your trade in and new vehicle purchase. However, at the time of the transaction you agreed to the deal as set forth by signing the related contracts and by paying the $500 out of pocket that was due on delivery. Once a contract is signed and you have taken delivery of the vehicle, we cannot alter the transaction at a later date. If you look at your Motor Vehicle Purchase Contract, it will indicate that you received rebates in relation to the new vehicle purchase. The attachment to your response was the manufacturer sticker which will not indicate which rebates were available to you at the time of purchase as these amounts differ depending on the manufacturer advertising.

Again I am sorry that you are disappointed, but at this time Russ Darrow cannot offer you any type of extended resolution that you desired as a settlement. As a goodwill gesture, I can offer to you one free oil change. If you would like to take advantage of this, please contact me directly.

Consumer

Response:

Review: I was told that charges related to excess wear and tear would be absorbed by Russ Darrow. This has not happened. The salesperson denies the deal we had. The manager says he can't help me.Desired Settlement: Russ Darrow should pay Honda financial for the excess damage costs.

Business

Response:

I am sorry you feel we should be liable to pay your excess wear on the lease turn in, however, there is no written documentation in your deal stating that we would be paying anything after the transaction was complete. The excess wear letter usually comes 30-60 days after the vehicle is turned in. We would not have known what they were charging you for at the time of the lease turn in. As such, we cannot be held liable to pay your costs at the time of turn in.

Business

Response:

I'm sorry that you still feel that we are liable to pay for damages to your vehicle, however, as I stated earlier, the letter from Honda after turn in goes directly to the customer 30-60 days after the transaction is done. If Russ Darrow takes the vehicle in on a trade-in we issue a payoff to Honda and keep the vehicle. In your case, the vehicle was the property of Honda as it was not a trade in. We do not get involved in the excess wear and tear charges under these circumstances and would not have known what was going to be charged until after Honda picks up the vehicle, thereby leaving the potential damages open ended.

Consumer

Response:

Good morning.As I explained in my previous letter, the circumstances of the story were that Russ Darrow said they would be doing it as a trade in. They were planning to keep the vehicle and resell it. I was told clearly that the costs of repair would be absorbed by Russ Darrow as part of the new lease deal. This was the plan and this is what Russ Darrow told me. Thank You.

Review: I have tried cancelling my extended warranty, gap and service plan on a 2014 Kia Rio that I purchased over a year ago two different times by going into the Wauwatosa Kia dealership. The first time (July 22, 2015), my contract was lost and never filed. The second time (September 11, 2015), the cancellation was still not submitted and I had to submit the cancellation form myself. On both accounts, I called the dealership inquiring when it would be cancelled and when I should receive a refund with very little response back. October 20th 2015 was when I contacted the company who Russ Darrow set up the warranties with and I cancelled the contracts myself. She provided me with how much I should be getting back and said the refund was the responsibility of the dealer. Since this time, I have had no active warranty, gap or service plan on my account, but I have not seen any money refunded.

I did go back into the dealership to talk with them because during this time I was trying to lower my monthly payments on the car. The salesperson I worked with tried getting me into a leased vehicle instead because he said it would save me money. When I decided not to go through with it, he said they had 'stopped' the refund they had started and I would have to continue to wait to see it because they wanted to use it as a down payment (which I did not approve them to do). It is now November, and though I have information saying there is a refund, I haven't seen one and we are not getting professional responses from the company.Desired Settlement: I would like Russ Darrow Kia of Wauwatosa to send me a personal check for the amount I am supposed to receive in a refund. I have since then sold the Kia and no longer have any owed amount on the vehicle.

Business

Response:

I'm sorry for the delay in responding to you, however, it is my understanding that the refund was sent to [redacted], who cashed the check on November 2, 2015. They then cut a check and submit it to [redacted] 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.

Review: My cousin who just got out of the army in december decided to purchase his first car. He went to Russ Darrow and purchased a VW after bringing it home there we several things wrong with it so we called the dealer to find out that we could exchange the car less the 299.00 service fee. We went in and purchased a Subaru from them and also purchased the extended warranty. Within 24 hours of having the vehicle it broke down we were told by the warranty company that we would have to take it back to Russ Darrow for repairs as his contract was not yet in their system to take it to another repair facility. They gave us a loaner however, the dealer waited 6 days to even contact the warranty company (so our 6 days of paid rental was used up before they even contacted them). We were told that we would need to bring the loaner car back and that they would give us a used car off the lot to drive (no paperwork was filled out as the used vehicle being used as a loner car). It was determined after 2 months, yes two months to find out that the engine would need to be replaced. We were offered an engine with 95,000 miles or 125,000 miles on it (the car was purchased with 135,000 miles). We opted for the 95,000 mile engine, after several calls we were told that the 95,000 mile engine had something wrong with it and could not be installed so we opted for the 125,000 engine. The Subaru was sent to a Subaru dealership since Russ Darrow clearly had no idea on how to fix this vehicle. Upon telling us that the car was fixed we went to pick it up just to find out that they had put an engine in that had 140,000 miles on it (mind you the warranty company was told that the 125,000 mile engine was in the vehicle. Upon picking up the vehicle within 10 minutes of driving it white smoke was coming out of the exhaust, it smelt like something was burning and there was loss of power. We immediately called the dealer and took the car back to them as we had no choice since they offered a 12 month warranty on the engine that they put in and the warranty company would not cover another claim due to this fact. They again took the car to a subaru dealership. We were contacted stating that Russ Darrow was unwilling to put any more money into this vehicle. I then contacted Dean the ** and explained my situation to which he stated that they were willing to fix the subaru, trade for another vehicle dollar for dollar or give us a refund of our money due to the circumstances. Well after test driving several cars and trying to be sold more crap, we decided to take the refund. Dean told us that our refund check would be ready for pick up in several days, well this turned into a week just to find out that they would give us a refund less 1,600.00 for rental charges! I explained that it was no fault of ours that they could not figure out what was wrong with our vehicle and kept it for over two months and then it still was not fixed! Every car we test drove there was something wrong with it, not to mention they had nothing within the price range that we had originally spent we would of had to pay another 1,000.00 out of pocket to get into something else. We have gotten the run around from Russ Darrow and their staff and have also been lied to over and over again.Desired Settlement: We wish to have a full refund of our money

Business

Response:

I have reviewed the complaint and respond as follows:This matter has been taken care of with the customers directly with all applicable releases signed by all parties.[redacted]

Consumer

Response:

Review: 2 Issues - 1. Bait and Switch - On Monday 7-15-13 my wife, infant daughter and myself took the time to look at a specific vehicle as listed on russdarrow.com website. Upon arrival we were greeted by Mr. [redacted] and he would help us out. I had told him that we were interested in looking at Stock # D13101 which was a 2013 Dodge Grand Caravan. He then went into building and got the keys for the vehicle. As he was walking out with keys he set off panic alarm so we could easily locate vehicle. We then started walking to vehicle and he offered to pull it up for us so we left him to go get it. He then came back and told us that we can not buy that vehicle and we would have to find another one. He gave some excuse that it was a rental car and not for sale despite the fact that it is listed for sale in new vehicle inventory and on website. He then showed us another vehicle that was more than $1000 higher. We did test drive the newly selected vehicle and did have him work the numbers out for us to see what our monthly expenses would be.

2. Deceptive advertising promotion - As stated on russdarrow.com website they have listed "3 day / 2 night vacation getaway with test drive" I did ask Mr. [redacted] about this promotion when we were at his desk and he stated to me that we would have to fill out a form to get this. He stated that we did do a test drive so we have that coming to us but he didn't know where it would be for. After he got more info for the trade I again asked him about this offer and he again said that I needed to fill out form and he would get it from his manager. He then went outside to look at trade. He stated that everyone had now gone home and he couldn't get us any price information and that he would call us in morning. I again asked about this promotion and he stated now that they didn't have any forms to fill out.

The next day he called us with the numbers. At first the numbers were about $2000 higher than what we had been quoted from another dealer. He offered to re-work the numbers and called back. The second set of numbers were better but at this time I had decided not to purchase at Russ Darrow. I again asked him about advertised offer he now he had told me that he would need to call corporate. I asked why and he just said that he needed to call corporate. I never heard back.Desired Settlement: I expect the advertised offer of 3 day 2 night vacation getaway with test drive as I have fulfilled the required test drive. This was confirmed by their sales representative [redacted]. In addition I would like to be reimbursed for my time and fuel that was wasted for their bait and switch advertising of vehicles resulting in us not being able to purchase a vehicle that they had advertised. This vehicle is STILL listed for sale on their website as of this complaint so I would also like them to remove this vehicle from website along with all other vehicles they have and claim are for sale so someone else doesn't waste their time.

Business

Response:

I am sorry for the negative experience you had at the Russ Darrow Milwaukee Chrysler dealership. As for your first complaint, the vehicle that you had inquired about was a Fleet vehicle that was dropped off by Chrysler directly to be allocated to a local business. The disclosure stickers on this van specifically say “Fleet”, which means it is not for sale. This is not something you would have known about, and the way it was disclosed to you by the salesperson was unprofessional. The advertising of this vehicle on the russdarrow.comwebsite has ceased. As for the second portion of your complaint, I will be sending you the 3 day / 2 night vacation getaway that was issued to any customer who test drove a vehicle. These “getaways” are provided to the customer directly from our corporate office, after a customer fills out the necessary forms which then the dealership would submit to the corporate department that handles these. Again, this was not handled appropriately by the salesperson.

As such, you will be receiving the getaway along with a customer good will gesture for your time and energy spent. If there is any additional questions, please contact me directly at ###-###-####. [redacted]

Consumer

Response:

[A default let

ter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me provided that this is received within 7 days.

Regards,

Review: Had my car delivered to dealership 8 months ago to have ignition repaired. I paid off the total amount due and when I went to retrieve my car, the battery was completely dead. I tried to recharge and jump start the car and after a 24 hour period the battery was determined "no good" by their repair shop. I asked for a wrench to remove the battery myself and I was told that I would be charged for the service. They charged me to install a new battery that I gave to them. I had to purchase a new battery to get my car to run. I tried to drive home to discover that the car was without working brakes. I drove the car down the road and noticed the issue immediately. The car was towed to my home. I contacted the dealership to find out what was going on and they actually suggested I make a u turn and return the car to their shop. No doubt to collected more business. The battery was determined to be damaged beyond repair by another shop and when the brakes were looked at the front and rear brakes parts were determined to have seized due to non use. It was determined that ,the only time the engine on my car ran was to check the new ignition. The brakes seized because the brakes were not used or taken care of. This car was in the care of the dealership for sometime and was never cared for. This dealer was trying to put a mechanical lein on this car and they never showed the car any care while the car was on their property. I have now doubt that this problem developed in the care of the dealership and was ignored when discovered. The car was unsafe to drive on the road and this dealership only cared about settling the bill due and getting it off their lot. Their mechanics would have known about the issue if they actually drove the car. I believe the repairs were done and the problem was discovered and ignored by the mechanics.Desired Settlement: I am asking for 1/2 the billed refunded to me for additional repairs done to the car after being in the care of the dealership.

Business

Response:

I am unable to find you in our service system. Please provide the dealership in which you went to and the year, make and model of your vehicle.Thank you,[redacted]

Business

Response:

After speaking with the service manager for the location in which the vehicle was kept, it is not Russ Darrow's responsibility to make sure that your vehicle is kept in working order when the vehicle is abandoned for greater than 6 months on our lot. The maintenance on your vehicle is your responsibility solely. The vehicle sat for a great length of time and as such your battery was dead and your brakes were locked up. We had not touched the vehicle nor are we liable for anything that happened to your vehicle. As such, we will not be reimbursing you for any work that was necessary to drive your vehicle on Wisconsin roadways.[redacted]

Consumer

Response:

Review: I purchased a car over the phone, I had asked specific questions about the interior, a/c system, top ( as this is a convertible) and general condition. The sales person said everything was perfect and all was in working order. After that conversation I made the the purchase and arranged for shipment. When I received the car there was a large hole in the drivers seat bottom, the top has several holes, and the a/c system is inoperative. I placed a call to the dealership and was told there was nothing they could do. My sales person admitted, he had told me all was well and owned that there was miscommunication. If I had been told the truth about the car obviously I wouldn't have paid near as much. I feel that I have been lied to and the fact I'm over 600 miles away they can take advantage of me and the situation.Desired Settlement: I would like some financial help to just make the the car as they had represented it.

Business

Response:

I apologize for not responding sooner, however, I will need more information from you to look into this matter. Please send me pictures at the time of delivery showing the issues you stated in the complaint, the transporters report showing the pickup condition and delivery condition and any estimates you have received to fix the issues that you say were not disclosed at the time of sale. Once you have that information, please forward it to me and I will review the information and respond back to you.

[redacted]

###-###-####/direct

Review: I purchased a minivan from the company 3 months ago. There was a problem with tires. I brought car to their service 3 times and they never fix it. Now they claim that it is my fault now and they want me to pay for expenses.Desired Settlement: I want them to fix all the tires without a charge because car had this problem when I purchased it.

Business

Response:

After reviewing your complaint, I looked at the entire service history since you purchased the vehicle on August 10, 2013 and spoke with the service manager for the service center you have chosen to utilize and I cannot see where there is a continuous problem that we have not handled on your behalf. You purchased the vehicle and brought it back within 1 week of purchase for a shaking sensation when going over 40 MPH. The diagnosis was that the front rotors needed to be re-machined. This was done at no charge to you. The next time you brought the vehicle in was 3 months and 6,000 miles later for a right rear tire slow leak. The leak was unable to be duplicated at that time and nothing was done. You then brought the vehicle in again 2 weeks and 800 miles later with a right rear tire slow leak. The service tech decided to reseal the tire bead at no charge to you. The final service issue I see was on Friday, the day you filed the complaint. At this service you complained that the left rear tire was leaking from the valve stem. The service manager indicated that you purchased a used as is vehicle that you have driven for close to 10000 miles. You have had a slow leak in one tire two times and a valve stem leak in one tire on one occasion. These would be considered normal maintenance items for a vehicle. As a courtesy the service manager replaced your leaking valve stem with a standard rubber valve stem at no charge. He also indicated that there was an offer to forgo labor charges on replacing the sensor valve stem and install 2 new tires on the vehicle. You declined the service work and filed this complaint.

You have owned this vehicle for 5 months and have put on 10000 miles. Russ Darrow cannot be held liable for any issue concerning your vehicle. As stated above, the issues that you are experiencing are normal maintenance issues that you would or could experience with any used vehicle. If the problem was prevalent immediately upon delivery and persisted, there may have been a different course of action. However, there has been 3 instances within 5 months and 10000 miles which makes it a maintenance issue and not a safety or liability issue.

If you have any questions, please contact me directly at ###-###-####/direct. [redacted]

Consumer

Response:

Review: I received a flyer in the mail from Russ Darrow of Appleton telling me I had won a prize. So I took it in see what had won, and it was 5 hours later before I found out all I had won was a 2.00 bill and a 1.00 scratch off lottery ticket. I did not win. They forced me in to buying a different car, I was not allowed to leave because they had my car keys to my [redacted], and they would not give them back, they took my key off my key ring after I finally got my keys back. There was no disclosure statement in the car ever. They way over charged me for this car. They lied about the payments, and the financing is in California, and when it is all said and done I will pay close to 30,000.00 for a 2007 Kia that needed work.Desired Settlement: I want them to only charge me the Blue Book Value of 8927.00 minus my 4000 trade in , I want my payment at the 200.00 they promised, . I wan the car refinanced in WI not CA. I was never told I was paying 2000 for an extended warrenty.

Business

Response:

Ms. [redacted] was sent a staffed sale advertisement which included the potential to win a prize. She came into the dealership with the flyer, as the rules stated, and she was approached by a staffed sale agent. The salesperson asked for her keys in order to appraise her trade-in, and showed her different vehicles. They landed on the 2007 Kia Rondo. Ms. [redacted] states that she was never interested in this vehicle and she continued asking to have her keys returned to her and that she was never in a position to trade in her vehicle or purchase another vehicle. When I spoke to Ms. [redacted] shortly before she filed this complaint with your office, she explained to me that she watched other older adults and one elderly man with cancer come into the dealership, ask for their prize and walk out shortly thereafter. Ms. [redacted] was free to leave at any time. If she was not in the market to purchase a vehicle why did she let them appraise her trade and look at possible vehicles to purchase?

As to the contention that the vehicle was purchased for an amount in excess of the value of the vehicle, this is incorrect. Attached is the NADA retail valuation at the time the vehicle was sold. As you can see the amount is greater than what she was sold the vehicle for after her discount was applied.

Ms. [redacted] states that she wanted her payment for the vehicle at or around $200 and that she did not know that she was purchasing a service contract with the vehicle. Attached is the worksheet Russ Darrow utilizes to show customers what the deal figures are including amount financed, interest rate, monthly payment (before and after warranties are selected) and then the customer signs the form indicating their selection and agreeing to the monthly payment amount. As you can see, Ms. [redacted] indicated that she wanted a 5/60,000 mile platinum warranty with a corresponding $355.48 monthly payment. In addition to the worksheet, Ms. [redacted] then signed the Carefree Car Protection Mechanical Failure Service Contract which indicates a purchase price of $2,000.

I am sorry that Ms. [redacted] is not happy with her purchase and is suffering from buyer’s remorse. It is clear that Ms. [redacted] knew what she was purchasing and what her monthly payment would be. If Ms. [redacted] did not read her contracts or ask the necessary questions to help her understand the transaction more clearly, Russ Darrow cannot be held liable. Russ Darrow cannot discriminate against anybody that walks in the door. If a customer walks in and completes a transaction and takes delivery of a vehicle, the contract is valid and stands as is.

As to Ms. [redacted]’s fair settlement demands, Russ Darrow cannot refinance the vehicle based on a NADA Rough Trade-In Value or any other amount. I would be willing to offer to Ms. [redacted] as a one-time good will gesture, 3 free oil changes on top of the 3 free that she received upon purchasing a vehicle. If Ms. [redacted] would like to take advantage of this, I will send her a letter that she would take into the dealership indicating the free oil changes.

Review: THIS DEALERSHIP GAVE ME THE RUNAROUND FOR ALMOST 2 WEEKS. I GAVE THEM A DOWNPAYMENT OF $1500.00 FOR A 2013 ALTIMA THAT I DIDN'T LIKE ONCE IT MADE IT TO THE DEALERSHIP. I HAVE BEEN ASKING FOR A REFUND OF MY MONEY FOR A FEW DAYS AND HAVE GOTTEN NO RESPONSE. FINALLY THE MANAGER SAYS HE WILL CONTACT THE CORPORATE OFFICE FOR THE REFUND AND THAT IT WILL TAKE 7 BUSINESS DAYS FOR A CHECK TO BE MADE. THAT IS NOT TRUE. THEY ARE SUPPOSED TO GIVE ME MY MONEY THE SAME DAY JUST LIKE ANY OTHER DEALERSHIP WOULD DO.Desired Settlement: I WANT A REFUND OF MY DOWNPAYMENT RIGHT NOW TODAY.

Business

Response:

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]

Consumer

Response:

[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.]

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,

Review: I went into the dealship on a referal.The salemans name was [redacted]. Everthing started off well, it was up until I was approved and statred to chose my car. I specifically told him that I wanted a "Black Car or Truck". He said "Ok", the next thing I know is that he's showing me every color but Black. I then stated to him that I was not pleased by His choices of colors of vehicles that he had presented to me. He started to sigh and then stated that "I was being to picky about what I wanted." He also stated that "I had to take what the bank was giving me because my credit score was low." I began to feel discourged in purchasing my vehicle. I told him that I understand and understood my credit situation before I came so there's no need to go there. I was then offered to test drive a car (1) he drove it not I!!!! I told him I did't like it. We then went back to look at more vehicles once again he showed me every color but black. I then told him you can show me whatever color you want if it's not black I don't want it.

It was getting late in the evening and I had to come back the next day. On day 2, he stated I got something for you. It was a 2015 Kia Optima, black finally!!!! He attitude wasn't the same as it was on day (1). This time I was offered to test drive the car. I did just that. I explained to him that I really perfered a truck because I trading in my car (Dodger Charger2006) and that it was much larger than the Kia Optima that I had just test drove. By this time he was running back and forth to the [redacted]. I told him I wanted a truck. They then showed me a Black Used dented up 2012 Kia Sorento. I told [redacted] "You've got to kidding right?" He said you only can get what your low credit allows!!!" By this time I was upset with him. I told hhim that I was going to look into other dealerships. He then began stating that "you're not going to go anywhere else and get a deal like this. My friends made this deal here for you. Other people are foing to turn you away as soon as they seenwhat your credit looks like. We did everthing already this paperwork is already done!!!!!" I felt so pressured and discouraged that I just signed that paperwork. I took the car home that night. Two days later I call him asking if I could return the car for (1)I felt that the car didn't fit me and my children's needs (2) He didn't explain ANYTHING about the car!!! (3) My payments on the car was too much. I explained to him that I didn't want to pay an additional $258 for a car payment. He didn't care at ALL. All he cared about was selling me a new car. I called the [redacted] to see if we could work something out or if possible return the car. [redacted] stated NO!!! You signed the "no cooling" agreement. I then expained to him my situation. He said you bought it's yours and theres nothing I going to do. I told him there was something he could do and I know it is!!! He said I let you know!!!!! I still havent heard from him concerning this matter. To make thing worse. When I signed my contract I told [redacted] about my $500 giftcard that was suppose to come with the purchase of my car. He said why do you want that, you should have mentioned that in the first place. We've given you so much more than thst and plus that $500 gift card is only good towards a purchse through our company. You got ALL the rebates that I could possibly offer you!!!!! I was devistated by him and the [redacted]. I went into the dealship to speak directly to the [redacted] thinking that if we talked face to face I would have a better outcome. That didn't happen as I was walking towards the office I heard him say " Here comes that lady that gave [redacted] a bad review online". I said yes I did!!! He had an attiude with me. [redacted] came over and stated that "Yeah, I read your review huh!!!!

I then stated that I wasn't happy and could they help me!!!!!! No one has helped me still to this day!!!!!! Please help me!!!!!!!!Desired Settlement: I would like to get a Truck vs this Kia Optima. It doesn't fit my family!!!!

Business

Response:

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. [redacted]

Consumer

Response:

I leased a 2014 Dodge Dart, SXT from Russ Darrow, Lancaster Dr., Madison, WI. I was treated like I was nobody. They did not honor advertised sale, had to use a co-signor - veh ends up being in co-signor's name - should have had advertised sale price. I put cash down on veh - receipt was written to co-signor (not related). When I complained - was told "it doesn't matter". Well, it does to me.
In trying to straighten out lease - was told "too late, you signed the lease".
Have had 5 service calls on brand new veh. Want to get out of lease - impossible.