Russ Darrow Group, Inc.

Overall I had a fantastic experience. The sales staff was very friendly and accomodating! The entire process was fast and professional. I would recommend Russ Darrow ti friends and family

Review: My husband and I drove to this [redacted] store from [redacted] to test drive a car we found online. We chose this dealer because I had pre-approved financing through [redacted] and this was one of the qualified dealers. After test driving some cars we decided on the one that we were interested in buying. As we were looking at vehicles I explained to the sales woman that I did not want to run out of time because I did not want to have to come back a second time. I completed a credit application, which was necessary even with my pre-approval so that the proper disclosures can be included in the sale. Although the sales woman said that we would have plenty of time at first, when it came to getting the paperwork done so we could purchase the car she said that we did not have enough time because the banks closed and that we would need to come back. She requested that we put a $200 deposit to hold the car. At that time I asked if I changed my mind on the car would the funds be refunded and she said yes, it would not be a problem. The sales lady [redacted] was supposed to call my husband to verify the details and that everything was all set. Per her telephone conversation with my husband she said that I would need to pay a bill that was in collections before anything would go through. My husband also talked to a man named [redacted] who worked in finance and he told my husband that the loan which I had been pre-approved for would require a 20% down payment and rather than using my pre-approved financing he ran my credit through 12 different lenders resulting in a drop in my credit score without even discussing it with me. When I attempted to contact their office to question if I could settle the account in collections since it was a bill I had disputed I was unable to reach anyone, apparently there is only one person there that is capable of helping or answering any questions. I decided to pay the bill in full so that it would not cause any problems later. On Saturday, March 21st I again called their office to attempt to get some information, including an estimate of the monthly payment and the total amount I would be financing but [redacted] the saleswoman was not able to provide this information. She claimed that I would need to talk to [redacted], she also said that they only made one hard inquiry to my credit file. I explained to her that I was concerned about driving down there without the details and requested that [redacted] call me back with the additional information. While I waited for [redacted]'s call I also called CapitalOne and talked to a representative there who told me that there is no down payment required and that if the dealer was going to make additional hard inquiries to my credit file they should have discussed that. By 2:30pm on Saturday [redacted] still had not called me so I called and again talked to [redacted] who once again was not able to help me and told me that [redacted] was unavailable. At that time, I told her that I would like my deposit refunded so that I can take my business elsewhere. She then put a sales manager on the phone. I believe his name was Gustafon or something of the sorts. He told me that they were too busy to help me because is their busiest day. I once again requested a refund of my deposit due to their shady was of doing business and lack of customer service. On that phone call I was told that my refund would be completed on Monday when they were less busy. Naturally, when Monday came I did not get any word from them regarding my refund. Finally, on Tuesday [redacted] called me back, at that time he still refused to give me the details I was requesting, such as interest rate and monthly payment stating that it is against the law for him to give that information over the phone. I explained to him that I simply want my refund of $200 returned to me. He said that they would not be able to refund my deposit until I came down there and signed a paper stating that I was not going to purchase that car. I asked if he could just mail me the documents so that I can sign them and mail them back to him so that he can issue the refund and I can save myself the hassle of driving down there and having to deal with these difficult people any further he said that he cannot do that because it is not the way the process works. I explained to him that it is hard for me to find time to come down there since I work full-time and go to school, etc. but I took his email to contact him and let him know when/if we decide to go down there.Desired Settlement: I would like my $200 promptly refunded, since I was already told that this was going to be refunded to me on March 23rd. I would also like 11 of the 12 hard inquiries removed since they were not discussed and the number of inquiries was incredibly excessive especially considering I had pre-approved financing. I would be happy to sign documentation stating that I do not wish to buy any vehicle whatsoever from this business I have already purchased a similar vehicle from a different dealer who was much easier to work with.

Business

Response:

I apologize for the issues that you experienced while trying to purchase a vehicle. I have refunded your deposit as of today's date and you should see that back on the VISA you used within 48 hours depending on your banks procedures.As for the inquiries, I will have a form sent to the address on file for you to fill out and return to me so that we can start the process of having this matter deleted. This is not normal course of business and it does only technically hit as one hard inquiry, but it does list all banks associated with that one inquiry. However since you did have pre-approved financing, which we normally can beat, I will offer this as a one time customer courtesy.If you have any questions, please feel free to contact me.[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.

Wasted my time. After a few days of emailing with their Internet reps they said they would match a price I received from another dealership. Scheduled an appointment. When I arrived (early) I was told that person didn't even work that evening! Had to deal with a clueless sales rep who knew nothing of my previous discussions. Waited 45 minutes while a manager went back and forth to try and understand what I wanted to order and to see if he could match the price before he finally said he wouldn't. I walked out with no plans to return and a very low opinion of Russ Darrow dealerships and Russ Darrow Metro Mazda. Would not recommend them to anyone.

Review: I went in for an oil change on 6/7/14 and asked them to inspect the A/C unit. They informed me I needed a compressor and belt replaced. They replaced the belt but didn't charge me parts or labor on the bill, which I paid at the time.

On 8/2/14, I received a bill, marked PAST DUE in the amount of 139.60 for services unexplained.Desired Settlement: Explain what and why I'm being billed 8 weeks after service was done and the bill was paid.

Business

Response:

I have spoken with the accounts clerk for this dealership and it looks as though you have paid the bill as of September 9, 2014.

If there any further assistance I can provide, please contact me directly.

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

Tuesday, September 30 I called to see if a van listed online was still in stock. I was told that it was and went to the dealership less than an hour later. When I got there the van was sold. Saturday, October 4 I found another van online and called to see if it was in stock. I was told that it was and there were also 7 comparable vans at the same location. Two hours later, I was at the dealership and the van I inquired about was sold the day before. They wanted to show me one van that was a different style. I drove 40 minutes each way to test drive vehicles that weren't available. It was a complete waste of time. Classic bait and switch.

I have spent the last few weeks talking with one of the salespeople, [redacted] about a car I was interested in. I scheduled an appointment to look at the vehicle and test drive it, however when she pulled it up it was disgusting inside. There was a half eaten sandwich and French fries shoved in every pocket of the car and under the seat (how someone could look at this and call it clean is ridiculous!) I refused to test drive the vehicle in that condition, so they sent it back to get detailed and I rescheduled the appointment again. When I went on the test drive the ac didn't work and there were latches broken in the car and no owners manual - they would do nothing about any of those issues and do not provide a full tank of gas.
During this time I was in the process of moving out of state so I spent most of my time communicating via phone and email. When I filled out an online credit application, they told me over the phone that I could not get me credit score or move further along unless I came in and filled out a credit application (then why did they have me fill out an online one you might ask - answer : I have no [redacted] clue!)
Then after speaking with the finance manager , [redacted], he told me he could match my bank's rate and that all the number that we discussed over the phone were correct and I was good to buy a plane ticket and fly in to take possession of the vehicle.
However that was not the case, I got there and sat for 2 hours until I finally got into finance. [redacted] wanted me to start signing papers but I refused to sign until we went over the numbers to verify we both were on the same page.
He came back with a higher interest rate and told me that I could not get the rate I claimed from [redacted]. So I left and went to my bank and got the interest rate I was told 4.9%.
Side note: all the computers are blocked from email and news sites because Russ Darrow does not trust their employees. I couldn't pull up my quote for auto insurance, so I had to start the process all over again.
The sales manager [redacted] said that his finance manager wouldn't lie to me and that I was over exaggerating the situation, he would not fix it and told me that I couldn't get the rate I claimed at [redacted]. With today's technology there are systems in place to record phone calls(XCRM) for training purposes and other reasons. I told [redacted] he should review our phone call before he tells me I am wrong.
After working as a finance manager in the auto industry for over 10 years, I have learned many of the ins and outs of the dealership.
This dealership is shady, they lie to their customers and have no idea what good customer service is, let alone any customer service.
I came back with my check a few hours later and brought my grandmother with me this time, so if it fell through again I would have a ride home. After returning and showing the sales manager, [redacted], and the finance manager, [redacted], that I was able to obtain the 4.9% interest rate at [redacted] and I was not "pulling their chain". I proceeded to go through with the cash delivery. After signing a few documents, we came across the arbitration clause.
Now some people do not know that this is an optional document - you do not need to sign it. It states that you can not sue the dealership for any reason and that any issue needs to go through an arbitrator (one they chose and is bias on their part). So if there is a problem they can pay off their own arbitrator instead of going to court with the issue. When I asked [redacted], if it was optional to sign. He called his manager and then told me he no longer wants to sell me the car because "you think you know everything" -this was a quote.
Now lets see here, I have been doing automotive finance for over ten years and my entire career has been in the auto industry since I started scrubbing toilets when I was 14 years old. This green pea finance manager of about a year(according to him), could not answer some basic questions, did not have proper training(which isn't his fault but the dealerships) and then lied to me over the phone and again in person and got [redacted] when I called him a liar - should not possess the position as finance manager. If you are put in that position should know what you are doing and treat customers with respect. Once you lie and deceive me I do not respond well - hence this review along with many others and a letter to the state attorney general and the Revdex.com.
+++Fair Warning+++
Do not buy your vehicle from this dealership! I found this to be a blessing is disguise - I want no part of this shady dealership that lies and disrespects their customers.

Review: The used car dealership sent cards for a drawing that could only be handled at the dealership, but when I got there they not only performed a personal credit check after multiple explanations that the search was for a company car, they said oh you shouldn't use the card yet. Come back Saturday to use it, otherwise you'll miss out on the down payment benefits or some other excuse - just so they wouldn't have to give the prizes and have another chance to get me in the shop under pressure.Desired Settlement: Reverse credit score penalties due to unauthorized use of my SSN and personal credit, while searching for a company vehicle

Business

Response:

I am sorry that you feel we pressured you into looking at a vehicle. I understand you went to the dealership to look for a company vehicle. If you were looking for a company vehicle, why would you provide your personal information including your social security number? The form that you filled out would have had a disclaimer on it specifically giving the dealership permission to run your credit based on the information you provided.

I am unable to reverse any inquiries on your credit since you did provide the information and agreed to have a Russ Darrow dealership pull your credit for a possible vehicle purchase. It is the customer duty to read everything and understand everything before signing anything. If there was a question in your mind as to why you were providing your personal information if you were specifically searching out a company vehicle, that question could have been addressed by a dealership staff member.

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

Review: The company failed to follow Federal guidelines concerning running credit checks on individuals . I have no business with This company nor have I ever attempted to do business with this company . Yet , someone within the Organization performed a " hard " credit check on me without prior verbal or written approval .I do not live in the area , work in the area , have friends or even family in the area .I reside over a thousand miles away . I should have received a verbal or written request before this was done .Desired Settlement: I want this company to contact the Credit Bureau immediately , I want this credit check as well as the negative flag removed from my Credit Report , I want this matter resolved and an official letter mailed to me , and I want an official explanation of why this took place without prior approval from me .

Business

Response:

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]

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.

Review: Russ Darrows web page for the N 76th street location is advertised as being open on saturdays until 1pm. I went to this location on june 7th at 12:20 and was waved off by a female mechanic that looked to be in her mid 40's. I got out of my car after I grabbed a couple items ignoring the waving and she runs over to me and says they're closed. I look at my clock and said its 12:20 the website says your open until 1. Also your garage door is still open and you have an open sign still being displayed. She says they wont take any more cars. I ask to speak to her supervisor and she turns around and sarcastically tells me to have a good weekend. A few minutes later what I assume to be her supervisor gives me the same spiel she did.

Their hours are already not convenient as I work during the majority of their times of service so for me to be sent off was very frustrating.Desired Settlement: I would like the managers to first of all know how their service center is doing business. I would like to see cars being accepted until 1PM. I would also like the guilty parties involved to be reprimanded .

Business

Response:

I am sorry for the poor service you received from a Russ Darrow Group dealership. The service department for this particular store was 1:00 p.m. at the time you came in. It is now however open until 2:00 p.m., which was just started last week and is not even being advertised as of right now. I did speak with the Service Manager, who was not on duty at the time of the incident, and he assured me that the person you are speaking of is no longer with the company.

Again, I apologize for the way in which you were treated and hope that you will come back to receive the quality of customer service we strive to provide here at Russ Darrow.

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

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.

Review: On march 19 2015, I bought a "new" used 2014 Mazda 3 from the Madison location. I initially found the car online it was listed as new with 3xx miles on it, year old hold over that had been driven a couple times, the price was right. I contacted the online chat sales person and made an appointment to come look at the car at the Madison location. When I arrived the car was as advertised and I bought the car for the online price. During the paperwork I learned that it was being sold as a certified used since they had to show it as sold to cook the books with Mazda corporate to get there full allotment of 2015 3s. Again no big deal, heck the certified used warranty is better that the new car warranty.

The issue is that the car had been driven up from the Milwaukee location that day and the person that brought it up to Madison forgot to bring the spare key fob. Initially I left several messages with Matt B[redacted] the sales person and Tom S[redacted], neither one would return my calls or e-mails. Then about a week ago the receptionist told me that Matt and Tom no longer work there and I would have to speak with Joe the used car manager. I have tried several times to call Joe, but he is always out or with another customer. The last time I asked to hold and wait. After 23 minutes he must have really not wanted to help because I was forwarded directly to his voice mail. I left a message with my number and it has been almost a week.

I just want the spare key to my "new" car, it would probably take 10 minutes for someone at Russ Darrow Mazda to find it sitting on a pegboard or in a desk drawer, but that apparently that is a bridge to far for these clowns. They have my money so now I am no longer important .Desired Settlement: Send me the spare key to my car

Business

Response:

Thank you for contacting us regarding an issue that you experienced in receiving a second key for a certified vehicle. As I stated on the phone, we will be providing you with the key and fob on Wednesday, July 22nd.If you have any questions or concerns, please do not hesitate to contact me.Nicole P[redacted]###-###-####/direct

Review: I purchased a 2008 Jeep Patriot. Immediately there were issues not disclosed to me prior to purchase - including, but not limited to, electrical issues, electronic throttle control issues, windshield chips, volume dials don't work, there was issue with door, no floor mats, AUX wiring doesn't work... This is off the top of my head, but the used sales manager was the worst person ever to deal with. He discounted the dangers of the issue with electronic throttle control, refused to even diagnose other issues brought to his attention, and simply didn't care at all to help with the issues. The vehicle is dangerous. Then when the driver door started sticking open and falling off about 2 months in, the west side location not only broke the door off, but handled the vehicle in a manner causing additional body damage - this was for an oil change on a Saturday the service department actually damaged my car and didn't tell me, they gave me my keys and sent me on my way, only for me to discover my driver door hanging from hinges, this is when they man handled shut causing body damage; the manager not only didn't respond to my calls, message, and emails, but he didn't even contact me for 5 days!!! They damaged my car, I couldn't use my door and had to crawl through - this is not safe. I never rec'd any information once they "repaired" ETC, they said it would be 3 weeks then miraculously when the loaner they put me in had check engine light on, my car was done. The vehicle still jerks, continues to have issues with underside, issues with electrical and 4WD. Every time I try to resolve the issues, the managers are rude and condenscending to the point where I have been discouraged from even bringing up the issues. They pretend to apologize, then have someone else call who tells me something different, and BLAME ME FOR BEING UPSET WHEN I WAS SOLD AN UNSAFE VEHICLE THAT HAS CONTINUOUS PROBLEMS THAT MOUNT. Air tire pressure system issues now, I think result from the original electrical issues. The vehicle also randomly has all dash lights turn on and ding while I'm driving, the gauges go to 0 as if the vehicle's electrical system is shutting off while I'm driving. I had a car from JD Byrider before this and didn't have ONE ISSUE. I try to buy a reliable vehicle and instead I was sold an UNSAFE, DANGEROUS LEMON! I've tried to work with managers, in tears I ask for help and they refuse to take any responsibility for the issues not disclosed before selling me an unsafe vehicle. They offer to look at the car and give me a loaner, then the shop calls and says they'll have to see if loaner covered under warranty.... I don't have extra money due to the amount I pay for this LEMON. They also set up auto pay without disclosing they were doing this on their own to charge me more money. And when I contacted them about the loaner having check engine light on, I was told it was no big deal... IT IS TO ME! That is not safe. I fear for my safety everytime I get in the car, and EVERY single month something more goes wrong.

The vehicle has issues that continue to mount. The management team thinks apologizing, but not taking responsibility, is sufficient. They will only agree to look into all issues to diagnose for coverage under warranty - I want all issues repaired regardless of whether it is covered, they were not disclosed at purchase. I even admit I was in a hurry to by 4WD vehicle, but for safety, not to fear for my life. I have been treated as if I am making issues up, I have been treated as though I am the one not cooperating, I have been treated poorly and feel they have continued to bully me so I will back down. I should not have backed down in the beginning. I didn't know the used car sales manager would actually pretend there was nothing wrong and try to avoid repairing the issues not disclosed at purchase.

Recently, I sent an email plea requesting they diagnose all issues and assist in repairing to which I explained clearly how the whole experience has been, looking for some real empathy/sympathy from anyone there, and instead they think they are "helping" by diagnosing the issues, not promising to repair; and then not communicating with service department, so that they call me with different idea about what was discussed... Now I'm already REALLY upset and I get a call from service telling me something different. Also, refusing to accomodate my schedule. I work in insurance claims, so I work with shops all the time and schedules. I am not trying to get free rental, I NEED transportation. When I'm driving an unsafe vehicle Russ Darrow sold me, then I shouldn't be talked to like I'm looking for a hand out. I NEED TRANSPORTATION and I shouldn't have to inconvenience my life anymore than I have already dealing with issues weekly now.Desired Settlement: I want Russ Darrow to buy this LEMON back at the full price I paid for it. Or I want EVERY single issue repaired. I was not told when I purchased this vehicle that it had so many problems and then they refused to even look into the issues. I don't want to deal with any condescending managers. I find it odd that I'm receiving letters to sell back my car - I would love to if I wasn't going to be screwed out of thousands of dollars - is this because Russ Darrow is well aware I'm driving a very unsafe vehicle?!

Every single issue needs to be repaired and paid for by Russ Darrow; however, I do not trust them to repair at their service center. Or I want them to buy the vehicle back for the same price I had to pay for a LEMON.

Business

Response:

I am sorry that you feel we sold you a mechanically deficient vehicle. However, the term Lemon is only related to brand new used cars from the factory. There is no recourse with used vehicles that were purchased by a consumer. It is my understanding that the initial issue that you experienced with the vehicle was taken care of free of charge to you by the Mazda dealership where you purchased the vehicle. Any subsequent issues that were brought to our attention were to be paid by you directly or through a warranty if one was purchased. We inspect all vehicles that are sold through our dealerships and we do not include any type of implied or stated warranty. As a result, we cannot agree to repurchase the vehicle. I will offer a 15% labor discount if you would like anything repaired on the vehicle.[redacted]

Consumer

Response:

unhelpful and not willing to negotiate, do not step foot on to this lot, you will have just wasted your time trying to make a deal with any one that works here. Appraised my vehicle at $2000 on 06/24/2015 and on 06/26/2015 they revoked the original appraisal and told me it would on be $500. they dont keep to their word and will not negotiate on price. the price you see is the lowest they will go, which may be true for some vehicles but not all. yet still not willing to negotiate on price. will never go back to a russ darrow in my life and will be sure to spread the word to stay away.

They were bad at customer service when I went to pick my truck up. The warranty they give me on it you can use for toil paper. They made me sit there all day when I was work on the paper work which really [redacted] me off. when I went and pick my truck up[p it was not even ready I had to wait two hours for it. Then they said they put new tires on it which they didn't they put used tires on my truck. I when I want in for my first oil change it took them 45 mins to change my oil and there was no other cars in front of me then I went in for my second oil change they found I had a nail in my tire so I said OK to fix it and they never told me how much it was going to be and it took them a hour and 45 mins to change my oil and fix my tire and there was no other cars there and it cost me 45 [redacted] dollars to have them fix a tire that only a little nail in it an i'm still have problems with the tire. I would stay as far as away from them as you can the will say noting is wrong with the car or truck but when u come in for a oil change they will always find something and I took it for a second appoint on it and they said there was nothing wrong with it.

Review: I purchased a 2003 Chevrolet Trailblazer on 8/14/15 and I also purchased an extended warranty to protect the powertrain through Zurich. I used my vehicle to travel to Mississippi for the Thanksgiving holiday. After arriving I experienced a shifting issue. I called the dealership for assistance so they could refer an authorized repair shop. I wanted to avoid any issue that would compromise my warranty coverage. They offered no help at all. I had the truck towed to a Chevrolet Dealership (Triple M Motors, Inc) in Carthage, MS. I was told that the transmission would have to be replaced. I called Russ Darrow again but the service manager refused my call. I spoke with the finance manager 3 times and I called the insurance company. Then I was told to pay $1200.00 cost to take the transmission apart and diagnose the problem and then they would determine if they would cover the repair. I explained that I was out of state and I needed a resolution quickly since I had to return to work on 11/30. Again I could not get any answers. I had to take a bus back to Milwaukee and leave a family member with my vehicle so I could report back to work on time. After work on 11/30 I went to the dealership (Russ Darrow) and met with one of the managers and called the insurance company again. Once more - NO Resolution! I only had this vehicle for 3 months and never expected the transmission to go but at least I thought I was covered by the warranty. I had to pay the dealership in Mississippi $3,098.93 to repair my truck and Zurich is refusing to cover the repairs. They refused to assist when I was stranded out of state. Why purchase a warranty and then when something happens the warranty is useless? I paid $6500 for the vehicle + $1350 for the service contract and within 3 months I either come up with another $3,000 or the vehicle is no longer driveable. Basically the dealership and the insurance company took me to the cleaners!Desired Settlement: I want to be reimbursed for the repairs to my vehicle. I bought the coverage as protection against a costly repair. The dealership will not stand behind the vehicle they sold me and the insurance company will not honor the service contract I purchased. Customer service on both sides was terrible.

Business

Response:

I'm sorry that you experienced major mechanical issues with a vehicle you purchased within a matter of a few months, however, we cannot determine when an issue will present itself. This is the reason that we extend aftermarket warranties to our customers during the purchase of the vehicle. With an out of state repair, Russ Darrow would have little to no involvement since we cannot diagnose or repair the issue. The warranty is a available to any authorized shop nationwide. The shop would have to make a claim through the warranty to see if it is a covered repair. If they chose not to go that route your next recourse would be to submit the claim directly to the warranty company for possible reimbursement. We do not own the warranty company and would not be able to get involved in that process since we did not do the repair.

The warranty company information should be located on the warranty contract that you received at the time of purchase. I would call and start a claim for reimbursement through them directly.

[redacted]

Business

Response:

As a company, we cannot foresee any repair issue happening on a vehicle in the future. As a customer, you have the right to take the vehicle for a third party inspection to see if there is anything on the vehicle that is mechanically unsound. The State of Wisconsin directs us to do a safety inspection on all vehicles, but that does not mean that we have to take apart the vehicle looking for issues. If the issues do not present themselves during the inspection then we cannot be held liable for maintenance issues with all used vehicle purchases. The warranty that you purchased should cover the transmission if the actual failure is a covered item under the warranty. If the warranty company (which we do not own or control) is not responding to your issue, I would suggest writing a letter and sending it certified to them giving them a chance to respond before proceeding against them in a civil manner. This is your right as a customer, however, we are not a party to this matter.

Also, we do stand behind the vehicles that we sell, however, when an issue presents itself 3 months or so after purchase we do not get involved. We would offer a diagnosis and an estimate that may include a discount as a goodwill gesture, however, all vehicles are sold as is with no implied or stated warranty. I am sorry that you had issues with the vehicle, however, it is outside of our control.

[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. I will contact the warranty company regarding this matter.

Regards,

Review: I went to the dealership after hearing a commercial several times offering a 2015 Kia Sedona LX Leased at $149.00 per month with no money down. This advertisement was on the dealerships' website, on a TV commercial, and also Radio advertising. The dealership and its' management were unaware of the promotion and said it was a corporate promotion that must have been done incorrectly - I then showed them video and print of the advertisement and had them review the video commercial on their own website live, and they verified it being as stated, but that they could not honor it. The new car sales mananger, [redacted], refused to honor anything close to the advertised price. He then proceeded to offer the same vehicle with a much higher price tag, offering lease payments over $300 and $400 =along with money down of at least $2,000.00 to $4,000.

I have also made 2 attempts to contact the Russ Darrow Groups' Customer Relations contact, [redacted], and she has not returned my phone call/message.

As of Monday, 11/24/14 the video on their website, the radio and TV commercials have all been edited to say and read $269.00 per month lease now (which, we were also not offered).

Also, I would like to say that my salesperson, [redacted], was very great to work with, despite the difficulties. I have o complaints with her service.Desired Settlement: I would like the opportunity to sign a lease offer on the 2015 Kia Sedona LX as offered in the advertisement, at a rate of $149/month with no money down as advertised. I would also consider a fairly (and mutually agreed upon) alternative offer. I would be willing to work with [redacted] at Russ Darrow Kia in Wauwatosa, however, I would prefer not to deal with [redacted], the [redacted], as even though he never greeted us personally or spoke with us, he does not appear to be an honest individual, and priced the offers to us in a way to get rid of us (to get us to leave), he was in no way attempting to work a deal with us.

Business

Response:

Could you please email me the printed advertisement that you are speaking of. I will have to review the matter with my [redacted]

Consumer

Response:

Review: Contacted Russ Darrow Nissan service department to arrange routine maintenance on 2005 Nissan Xterra. Dropped vehicle off no problem, several hours later received phone call from service adviser stating transmission fluid leaking into radiato and both transmission and radiator need to be replaced. My first instinct was service technician caused this issue because never had overheating problem or transmission was not slipping. Service adviser assured me this is defect that Nissan North America identified years ago so extended manufacturer power train warranty. Service adviser stated the replacement of both transmission and radiator should be covered under this warranty but will be $3,000 deductible. I told service adviser will call back when decide how to proceed and after verify information about warranty so do not perform requested service on vehicle. Service adviser stated some service had already been performed before she called but will wait to perform other service until after hear from me. I call service adviser back and told her will pick up vehicle, found out from Nissan North America that extended warranty will cover some cost of replacement of radiator and transmission but with a deductible of $2,500 not $3,000 as she stated. Ask service adviser where did additional $500 come from? Why changed transmission fluid when know will become contaminated again? If service technician changed oil, why no window cling stating when next scheduled oil change? Service adviser stated necessary to change transmission fluid so vehicle could be driven away from business and service technician did not apply window cling because sticker machine on other side of building from where he serviced vehicle. Couple days later received window cling in mail from Russ Darrow Nissan. I doubt oil changed and believe transmission fluid should not be changed discovered cross contamination taking place.Desired Settlement: Refund for cost oil change and replacement of transmission fluid. Total of approximately $107.60.

Business

Response:

After reviewing your complaint and speaking with the service advisor that was involved with the service at the time your vehicle was present, it is my understanding that you came in and asked for a oil change and a transmission flush, along with spark plugs and few other items. The oil change was performed first. No issues with that. The transmission flush was done next. This is where the tech notices that the transmission fluid is milky and there may be a larger issue. The tech then informs the service advisor about any issues that surface and then that is passed onto the customer. The charges for the transmission flush and oil change will stand as they were requested services by you upon drop off.If you have any further questions or concerns, please contact me directly.[redacted]###-###-####/direct

Consumer

Response:

I PURCHASED A 2010 DODGE GRAND CARAVAN SXT. I WAS TOLD THAT VAN HAD GOOD [LEGAL] TIRES , AND VEHICLE WAS MECHANICALLY SOUND. WAS REPORTED TO ME THAT VEHICLE HAS BEEN IN NO ACCIDENTS. UPON DELIVERY IT WAS BROUGHT TO MY ATTENTION THAT THE FRONT END OF THE VEHICLE HAD BEEN IN AN ACCIDENT AND SPRAY PAINTED! THE 2 FRONT TIRES WERE DOWN TO 3/32NDS [MECHANICAL MEASUREMENT WITH TIRES] AND DRY ROTTED, WHICH ARE ILLEGAL IN TREAD ACCORDING TO D.O.T STANDARDS. FOUND THAT TRANSMISSION PAN AND TRANSMISSION COOLER LINES WERE LEAKING. I TOOK IT BACK TO THE DEALERSHIP WHERE I PURCHASED THE VEHICLE [RUSS DARROW - EAST SIDE MADISON WISCONSIN] TO HAVE VEHICLE REPAIRED. THEY REPAIRED TRANSMISSION LINES @ NO CHARGE. BUT THEY DID NOT FIX THE TRANSMISSION LEAK FROM THE PAN. REFUSED TO REPLACE MY ILLEGAL TIRES THAT WERE ON THE VEHICLE WHEN I BOUGHT IT. TOLD ME THE BODY DAMAGE WAS MY RESPONSIBILITY EVEN THOUGH IT WAS REPORTED THIS VEHICLE WAS NOT IN A PREVIOUS ACCIDENT.

Review: I purchased a 2012 Chevy Cruz from the dealer. I specifically asked to keep my monthly payment as low as possible. After a long negotiation with the sales manager we agreed upon a price. I was never offered or warranty or given warranty terms on the vehicle which I later discovered was because it would have raised the payment quite a bit and they just wanted to get a deal done. After two months of having the car I began having problems with it overheating. I took the car in only to find out that I would be charged for repairs on a car I just purchased. They filled the coolant and told me everything seemed fine. They then proceeded to tell me that they could offer me a warranty but this problem wouldn't be covered because it's pre existing. When I asked why I wasn't offered the warranty at the time of purchase no one could give an answer. After about a week and a half the car started to overheat again. After reading online I found that this car has a common thermostat issue that causes the car to run hot. So here I am paying $423 monthly for a vehicle I just purchased and still having problems with.Desired Settlement: I would like my vehicle repaired or replaced.

Business

Response:

I am sorry that you have had so many issues surrounding the vehicle you purchased. I cannot give a reason as to why you may not have been offered a warranty. The warranty is usually a part of the negotiation process and the finalization of all contracts. The issues that you are experiencing with your vehicle, as stated by you, are standard for that particular vehicle. This was found out by a web search that you conducted after the purchase of the vehicle. This same web search could have been conducted prior to the purchase of the vehicle to make sure that the vehicle you chose would be a good option for you. With a used vehicle purchase, we can do a safety inspection one day and a problem that was not evident at that time can become evident the next day with no warning signs. There is no way to determine that your vehicle would have issues. If presented with the warranty at the time of purchase (not saying that you weren’t offered one) would you have purchased it? We cannot answer that question now, but the way it sounds is that you would not have because payment was a factor in your purchase and the warranty would have greatly increased the purchase price and the monthly payment. I cannot offer to replace or repair your vehicle at no charge. You can trade the vehicle in for a different vehicle or I can offer a 20% discount on parts and labor if you would like us to fix the vehicle. Please let me know if you would like to go one of the two directions offered.

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

Review: I ordered a right rear window motor for a 2009 nissan cube from the dealer's website http://nissan,dealerdirectparts.com. The window motor that I received for the right rear door did not fit in the same manner as the part that I was replacing. The only way that it would fit was upside down from the way that the original part mounted. When it was mounted like that the window motor and the regulator would not mount back inside the door properly. At this point I realized that I was obviously shipped the wrong part so I submitted the RMA form on the website as instructed and this morning I received a response back that they do not accept returns on electrical parts. As I already had the door apart on the car I made several phone calls and was able to find the correct part in my local area at a higher price and finished the repair. The motor is still brand new, unused, and I have all of the original packaging. I do not understand why I should be penalized for a mistake that the dealer made in shipping me the part.Desired Settlement: I will like to return the part and receive a full refund.

Consumer

Response:

On Wed, Apr 8, 2015 at 12:49 PM, [redacted] wrote:Complaint [redacted] has been resolved. Please close it.Thanks,[redacted]

Review: I purchased a vehicle 07/12/2012 from Russ Darrow in Fondulac, 2002 [redacted] Town Car. On 10/17 of this year I traded the car in to [redacted] in Franklin Wisconsin. Approximately 2 days later I got a call from [redacted] finance dept) stating that the vehicle that I traded in ([redacted]) VIN numbers did not match the VIN number on the auto title. He stated that I would need to contact Russ Darrow and would need a new title sent down to them so that they could complete the transaction. I contacted FDL Russ Darrow and spoke with [redacted] in finance, he stated he would need to contact his corporate office and would call me back. When I next spoke with him he stated that all of the paperwork he had regarding the vehicle had the incorrect VIN number on it and was unsure what to do. I gave him the phone number to [redacted] and [redacted] as a contact, of which he called (I do not know the details of that conversation), I assumed the matter to be closed as far as my involvement as nearly 10 days had passed without any contact from Russ Darrow or [redacted]. However, last night I did get a phone call from [redacted] stating the matter was still open and needed resolution. [redacted] did confirm that [redacted] from Russ Darrow had called but that they had not heard anything from them since the initial phone call approx. 10 days earlier. I called Russ Darrow last night and am waiting on a return call from [redacted], who begins work today at noon.

[redacted] did state that if this was not closed that either Russ Darrow would need to purchase the vehicle back, or I would. Now this was a clerical error at some point of the [redacted]'s trail of paperwork, the VIN number is off by 3 digits, however I am unsure what else I can do which is why I am filing a complaint. I purchased a vehicle from Russ Darrow in which the paperwork was not completed correctly, now in trading the vehicle in I am told there is a possibility I may need to purchase back the very vehicle I traded in because of this error. This matter has been unresolved for over 3 weeks and I need help from Revdex.com to resolve this.Desired Settlement: Russ Darrow needs to get a auto title with the correct VIN number to [redacted] so this transaction can be closed. Russ Darrow FDL # ###-###-####. [redacted]'s Address -

Contact: [redacted]

Phone ####-###-####

Business

Response:

It is my understanding after speaking with Wayne at [redacted], and providing him with the necessary information to get the title corrected, it was finalized by the DOT on or about November 25th. [redacted] has or will be receiving the corrected title from the State. You should have no further liability towards the trade in vehicle.

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