Russ Darrow Group, Inc.

Review: I leased a car at Russ Darrow Nissan on the 09.30.14. My main priority in leasing this vehicle was for it to be AWD. My previous car was a loaded VW and I was willing to forgo all of those options to drive the AWD. I made this more than abundantly clear to my salesperson. And repeated on more than one occasion that this was what I was looking for. We settled on the Rogue Select and I verified with him, the professional, that this car indeed was AWD. When the car was delivered I asked again if the car was AWD as I didnt see a button to turn it on/off. He told me that it was always on and that I didnt have to worry about it. I trusted this person that I was getting what I was paying for.At my first oil change on 02.19.15. The service rep came out to go through a check list and said something about a FWD vehicle. I said no, I purchased AWD. He double checked & verified that it was a FWD. I immediately asked to speak to my salesperson, who was not available, but spoke to Gus the new car manager. He told me that he would relay the message to [redacted] the salesperson. When [redacted] called, I asked him What is the one and only thing I asked for in this vehicle? He replied that it was AWD and admitted he sold me the incorrect vehicle. He asked me to come in to the dealer to correct the problem.I went in, talked to the [redacted] and [redacted] the used car manager & they will not find me a resolution that does not involve me paying more for their mistake. They either want me to purchase a different older/used vehicle, lease a new model Rogue and pay more money or wait a year so I can be pre-certified to lease something else. This is a classic case of a bait and switch scenario. They let me drive a Murano for the weekend to see if I would pay more money to drive that car. I am on a budget and refuse to pay more money for a different AWD as they keep telling me that type of vehicle is more expensive. My response to this is that they sold me what they even thought was an AWD for what I am paying and now they want me to pay even more? I dont understand where the customer service is in this.I left the dealership without an acceptable resolution. The more I think about it the more wrong this seems. I called Nissan Corporate & filed a formal complaint. They told me they could not step in to do anything either as each dealership is individually owned and operated. They apologized for what happened but could not do anything to rectify the situation. It seems strange to me that the Nissan brand would not take this seriously and let their name be tarnished like that. My next step was to call the dealership back and this time asked to speak to the General Manager Nick. I had a meeting with him last week and he basically gave me the same run around. The only options he gave me were to spend more money on a different car or he could give install new options on the current car I am driving. I explained to him that the main reason I want AWD is because I had major surgery on my leg due to a cancer called soft tissue sarcoma. I cannot walk long distances and need the safest car possible. That is why I want to only lease a reliable new car with AWD, not purchase an older car. I also do not have any family in the area so again I need the most reliable car available to me. He offered to give me road assistance or heated seats in the current car, I appreciate this but again this does not correct the switching of what I purchased. I offered to just terminate the lease so everyone can just walk away but he said this was not an option.I have given them ample opportunity to do the right thing. This car was leased in good faith and this clearly has not been the case. Nick the GM, told me he would call me on the 11th as he was going to call corporate himself to see if he could get some input from them on how to resolve this. I am disappointed to say that he never called me and it seems like they are not taking this seriously and just hoping that I go away.Desired Settlement: I would appreciate if Russ Darrow Nissan would give me the car that they said they sold me. I am not asking for the new body style or expecting more than what I negotiated. If this is not possible then I want to terminate the lease as I am not comfortable doing business with them. They do not take a woman seriously and do not stand by their word.

Business

Response:

I am sorry if you feel we took advantage of you or provided you with a vehicle that did not meet your expectations. It is my understanding after talking with the dealership staff that the vehicle you purchased was the vehicle you selected and would fit within your budget. If the AWD was a necessary option, it is the customers responsibility to make sure that the vehicle they are contracting for has all options equipped on the vehicle before purchasing an taking delivery. The Monroney Label on the vehicle, put on by the manufacturer, specifies the options on the vehicle. This vehicle clearly stated the vehicle was a FWD and not AWD. Also, a customer has the right to ask for the title to the vehicle, which also states that the vehicle is FWD. If you did not look at, read or request the documentation to assure that the vehicle was AWD, this cannot be attributed to the dealership. In addition, there would be an emblem on the vehicle to indicate the AWD option.Again I am sorry that you did not purchase the vehicle with all of your options, but Russ Darrow can not be held accountable for this. You have the ability to end the lease early and or trade the vehicle in at any dealership to get into another vehicle. If this is something you would like me to assist with, please feel free to contact me directly and I can schedule you an appointment.[redacted], Corporate Paralegal###-###-####/direct

Consumer

Response:

Review: I currently own a 2013 Dodge Dart SE that has automatically been shutting off while driving at 70 MPH on the freeway and at other times on side roads. The issue is very intermittent and the dealer says they cannot replicate the issue. I have contacted the Chrysler Customer Care Center and have a case manager who I keep in contact with about this issue. I have brought it into the Russ Darrow West Bend Dealer 4 times about the issue and every time I have received the car I have received it with an empty tank even though I have to bring the loaner I receive with a full tank. The last time I have brought it in I received it with an empty tank and also damaged. (Unfortunately unable to take pictures at the time). On 2/10/2015 I contact my case manager [redacted] and she informed me for the 5th time to bring it back in for further review. Each time I have requested for a replacement vehicle due to safety reasons for my child and family. When I requested it was either never addressed and the 5th time I requested it they informed me that it is a possibility but currently reviewing. This time I am bringing in to the [redacted] Dealer in Brookfield Wisconsin. and this time for the same issue with intermitent shutdown during driving and also for poor gas milage, when turning to the right steering locks for a second and then turns and acceleration is poor. During my phone conversation with my case manager about the issue and informing her this is the 5th time I requesedt a replacement for the safety of my family she informed me that they are looking into compensation for my trouble but no timeline or possibility.Desired Settlement: All I am requesting for is a replacement vehicle so I don't cause a serious accident while driving and for the safety of my family.

Business

Response:

I am sorry that you are having so many issues with your vehicle. As you know we are the selling dealership and not the manufacturer. It sounds like Chrysler is looking into the problem for you, but Russ Darrow has no control over replacement vehicles or compensation for loss of use. When it is in the shop for service, we may have to drive the vehicle to determine an issue, which in turn would use the gas in the vehicle. We do not reimburse for gas used to determine what the issue is. If you would like to be reimbursed for this, you would also have to bring this issue up to Chrysler directly.[redacted]

Review: Summary:

I purchased a used 2003 Dodge Dakota SXT 4x4 truck from Russ Darrow Kia of Wauwatosa, WI on 5/1/14. I had many questions about the price and was intentionally misinformed by the [redacted] Lamont [redacted]. I was charged $2080 for services I specifically stated that I did not want. I was charged $390 more then sticker price and was told it was a unspecific bank fee that banks sometimes add...that the bank added it. Finally, I was sold a vehicle with undisclosed problems that the dealer refuses to fix after 0-3 miles of use.

Explanations:

1.I explained to the [redacted] that I DID not want anything whatsoever included in sale that was not required to obtain the loan such as license ,taxes and reasonable/customary fees.

=During the closing the [redacted] (Mr. [redacted]) was going over a PRINTED contract that ALREADY HAD the price of of an extended warranty for $1750 and service plan for $230 printed on it. I asked him directly if these were all things I HAD TO HAVE TO HAVE THE LOAN and he said YES. That day I paid only $1400 of the $1500 down payment and did not have proof of insurance. Subsequently I could not take the truck that night and had to return the next day. when I returned the next day I told the salesman that I wanted to go over the contract with the [redacted] again because I felt that the numbers did not add up. I Asked the salesman Specifically if all of the charges were for required for me to get the loan and stated that I didn't want anything I didn't HAVE TO HAVE. He told me that everything on the contract was needed to get the loan. when I showed the contract to my friend familiar with car purchases it was very clear to him that I had been charged $2080 for things that I did not need or want.

When I complained to [redacted] at corporate headquarters Mr. [redacted] told her that I did not understand the contract. This is in fact a lie. I remembered specifically when he went over the extended warranty and he stated that I got (as in implied that I got free included with sale) the 24000 mile 2 year warranty or that I could buy the next upgrade for a charge. I told him I didn't want to pay for anything extra and I would just take what was included. he never corrected me and lead me to believed I received an extended warranty as a matter of course for buying the truck. I stand firm that he lied to me directly on numerous occasions.

Paperwork has been initiated to cancel the extra premium charged service and to have the extra charges returned to the loan company. I have been told this will take 6-8 weeks.

2. I was overcharged $390 from the tagged price. I specifically asked the [redacted] about this discrepancy in the math and he stated that it was an extra bank fee.

I was told by [redacted] at headquarters that it was a computer error and that I will receive a check in the near future.

3. when I left the lot my helper followed me home approximately 2-3 miles to my home. upon arriving at home my helper informed me that my 3rd brake light was out. we inspected the other lights to make sure that they all worked before we went to the parts store to buy the brake light. during the inspection we found that the drivers side headlight did not work in the high or low beam positions. we purchased the required bulbs. the third brake light was fine but the headlight was not corrected by changing bulbs. after searching for fuses or relays in the owners manual we found that there are none for this vehicle. instead, there is a device called a CTM that controls the lights in this make year and model. this is a very expensive repair with some reports being well over $1000.

I contacted [redacted] at Russ Darrow Group. after a few days she told me the warranties would be reversed and charges returned, that I would be reimbursed $390 for overcharge plus taxes paid but I was told that the truck would not be fixed. she stated that the sales person and [redacted] said all the lights worked when I left. it was mid-day and sunny when I received truck and sales person did not test lights when truck was dropped off front by porter. [redacted] suggested that I maybe damaged the computer by changing the bulb. this is not a dealer required maintenance procedure. I have changed many car bulbs and never caused computer damage by doing so. I have three service manuals for various cars and none have warnings about changing bulbs.

I received my truck with a drivers side headlight bulb is a different manufacturer then the passenger side . that light socket has a part number written on in in black permanence marker with a part number on it as well as R B G where the red black and green wires go. the passenger side light socket has no writing on it whatsoever. the car has 5-6 miles on it since I drove off lot. from dealer to home and home to parts store to home.Desired Settlement: 1. the charges for Warranty and service plan removed from loan amount or paid back to loan company. (i filed the form with [redacted] via email on 5-7-14)

2. return overcharge of $390 and applicable taxes.

3. Have problem repaired by a qualified dealer at a DIFFERENT dealership within Russ Darrow Group ...OR...agree to pay for repairs at dealer of my choice.

4. letter of apology from the Russ Darrow Group

Business

Response:

After reviewing your complaint, it has been brought to my attention that the warranty was cancelled after your request and signature on the cancellation form. The funds for the warranty that you purchased and decided not to buy after the sale was sent to your lender to bring down the balance owed on the vehicle. As for the price difference or the overcharge on the MSRP, it is actually a number that doesn't have any bearing on the cash price that you agreed to on the contract. The MSRP is taken from the WI Buyer's Guide and is a starting price for the discount to be reflected upon. In the end and in consideration for the issues that you have complained of, we provided a check to you at the address on file for the difference. As for the repair issue, the lights on the vehicle at the time of delivery were in working order. If something happened after delivery of the vehicle, that is outside of our control. It is my understanding that a rodents nest was found in the bracket area and might be the cause for this issue. As you may or may not know, this can happen at any time. If there was an issue with the vehicle at the time of purchase and or delivery, it should have been brought to our attention at that time. As soon as you drove off of the lot the vehicle was no longer in our custody or care and as such we will not be offering any repair assistance on the 11 year old vehicle.

If you have any questions, feel free to contact me directly at ###-###-####.

Consumer

Response:

Review: Vehicle was purchased on 3/15/14. High pressure sales at financing and paperwork signing resulting in purchasing unwanted road hazard and maintenance care package. Contacted the dealership the next business day regarding issues and stated my requests in writing after conversation with manager. Request for $1050 refunded to me or the lender still has not been issued and my calls and emails are not being returned. Request for additional keyless entry remote still has not been overnighted, as promised. No response to numerous calls and emails regarding the outstanding requests.

During the sale process on 3/15/14 I was asked inappropriate questions from the sales staff. I was lied to about the window tint - I specifically asked if it was street legal and without hesitation he said yes. I was at the dealership for 4 hours on a deal that should have taken an hour. I did not require special financing and was the only customer that was purchasing at that particular time. I have never encountered a more unprofessional transaction.Desired Settlement: A refund of the $1050 to me or to the lender towards my loan.

A new keyless entry remote sent to me overnight, as promised, and free programming of the remote at a local Russ Darrow location.

An apology for the layers of incompetence and frustration the staff has caused. Compensated for unnecessary time that I have invested in attempting to get these issues resolved.

Business

Response:

After reviewing your complaint, I cannot find any matching deal with the name on the complaint, [redacted]. Which location did you purchase your vehicle from? Is there another name on the contract? What type of vehicle did you purchase? Once you get me this information, I will be able to answer your questions quickly.

If you have any additional concerns, please contact me directly at ###-###-####. [redacted]

Review: On 4-17-13 my wife and I went into [redacted] to lease a vehicle the whole process took over 3 hours I have a signed lease agreement with them and have been making all of my payments to Honda financial services,On Jan 21 I received a letter from PPS (collection agency) saying I owed [redacted] $1200.

I called [redacted] they said I never paid the $1200 down payment on the lease , I do have a receipt showing I paid it they said I need a short receipt

from them showing it I don't have that Ijust have a lease receipt showing I paid $1200 and they obviously let me leave the vehicle, They said they contacted me the next day being 18 apr about this left me a message just saying to call about the lease, I never did they did not contact me further. I asked to speak with the general mgr on Jan 21,2014--got voice mail never returned my call.Desired Settlement: I want my credit score restored and theses harassing letters and the bill dropped I do have a receipt for the $1200 and have been making all of my payments,

why did it take 9 months for them to tell me I owe them $1200. when I have the car and been making all the payments

Business

Response:

After reviewing your complaint, I will be happy to inform the collection agency that this matter has concluded and to delete it from your history. I will need a copy of your receipt indicating the $1200 was given to a [redacted] employee. Upon proof of payment received, I will notify the proper parties to delete this immediately.

I will await the documented proof. If you have any questions, please contact me directly at ###-###-####/direct. [redacted]

Business

Response:

I’m sorry that you do not agree with our collection procedure, however, that does not negate the fact that the $1200 was not collected on your vehicle purchase. Until such time as that is paid, it will continue to show up on your credit history as an open balance.

Consumer

Response:

I live about an hour away from the dealership, so I emailed with the sales back and forth for a week straight, including the day before I came to look at a vehicle. I was told that both vehicles I was interested were still available and that they were excited to have me come in. (As all car dealers are). When I got there the salesman couldn't find the Honda CR-V I was interested in, so he went to go look into it. He came back telling me the vehicle sold 3 days ago. All 3 days I had been in contact with the online sales manager. Then I decided to drive the other vehicle I came in for. Online, this car was listed at 16,891. This was well within my price range. I was previously pre approved and had a trade I knew was worth at least 7,500. I had been offered 8,200 previously at a dealer and 7,500. I decided I liked the vehicle and told them I would like to negotiate. The salesman told me that the manager takes care of all this and he was creating a deal for me. After telling me his financing offer, which he knew I already had pre approval, I told him I did not need financing and just wanted to talk prices. He then told me that the vehicle was actually 20,991 and that the internet price included a 4,100 trade in value.The car was only worth the 16,891 that it was online, I did research before going in. He offered me 3000 for my trade, which I found absolutely insulting and asked if there was room to negotiate and he laughed and said absolutely not. I walked out. This is the poorest business practices I have ever encountered. The manager is rude and from what I was told at the dealer, this is common. To advertise a price 4,100 lower than the real price is simply not good business. The fine print had nothing regarding this and every price I received in the emails from the sales manager had the same price as online.

Review: We financed a 2011 chey hhr lt in may of 2013 the 3rd day we have had several issues with this vehicle and russ darrow has done nothing to resolve the issueDesired Settlement: I would like to replace this vehicle before one of my family gets killed in this vehicle

Business

Response:

In reviewing your complaint you state that you have had numerous unresolved service issues with your vehicle. After reviewing your service history since you purchased the vehicle, you have had minor service issues that were resolved either free of charge by Russ Darrow or sublet out to another dealership to provide warranty related work by the manufacturer. The only outstanding issue that I can see is that you brought the vehicle to us in July of 2013 with squeaking brakes. We advised you at that time that the front brakes were showing wear and were in need of replacement. You declined the service work and left. You then came back in October 2013 for your final free oil change and did not complain of any issue relating to your vehicle. Unless I am missing something from your service history, I do not see that there are any service issues that Russ Darrow has not fixed or advised you on.

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

Consumer

Response:

Review: on July 23rd of 2013 I went to russ darrow in west bend, wi because I wanted to refinance my 2012 Dodge Caliber I went to the West Bend dealership because someone from that dealership told me that they were the only dealership in the state of Wisconsin that would refinance my contract. When I got there they told me they were unable to refinance my contract but they would give me a 2013 Chrysler 200.the salesman [redacted] told me I had to write a personal check of $1000.I was told the check would not be cast it was a token of good faith because I was suppose to get a thousand dollar check back for the warranty of the 2012 Dodge Caliber.the dealership try to cash my personal check before I got the thousand dollar check for the rebate of the on the 2012 Dodge Caliber.they try to cash the check they total of 5 times before I had possession of the rebate check.they cost me 180 dollars in overdraft fees and they are giving me a bunch of excuses about reimbursement.Desired Settlement: I would like to be paid $180 for the cost of the overdraft fees and an additional $500 to get my other accounts back on track

Business

Response:

After reviewing your complaint and looking into hold check, it has come to my attention that you did not notify us that the funds were not going to be available on the day the check was held for. The check was deposited and the bank automatically tries 2 times. When the funds were not available, it would have been sent to our accounts receivables department and a phone call would have been made indicating that they would try putting the check through once again since we had not heard from you. The check was then sent to the bank again and processed automatically by the bank two times.

It is the customers responsibility when they write a hold check, to notify the check holder that the funds will not be available and to sign a new Hold Check Authorization with a new date. Since this was not done, I cannot take responsibility for your overdraft fees. I will however, send out a customer goodwill gesture to help you recoup some of your loss.

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

Review: I was shopping for cars at Russ Darrow because I saw one on line that I liked. When I got there the car was not on the lot. They had a similar car at another location and asked if I wanted to test drive it. I said that I would and then they asked for my bank card to insure that I would come back the next day and test drive the car. I told them that they could not use the card and they assured me that they would not, He said "look at me "We will not run this card, trust me". I returned the next day and drove the car, but was not impressed, it wasn't what I wanted. So I left the dealership.I checked my bank account and they charged me $100.00.Desired Settlement: $100.00 placed back in my checking account. They have ruined my granddaughters birthday and I ca not pay my bills.

Business

Response:

Please provide the dealerships location so that I can look into this.[redacted]###-###-####/direct

Consumer

Response:

I have received the payment from Russ Darrow. Please be aware that the bank has been notified and that no further transactions will be accepted from your company. Sincerely [redacted]

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: When I purchased a used vehicle from the dealer I traded in two vehicles. When the purchase price and trade price was agreed upon we went to going through the numbers. Everything looked fine but after they went to get financing even though I have amazing credit I was denied by 5 banks and I didn't know why. [redacted] accepted it as it looks like they must do a lot there as they have awards for how much they use them. After completing the deal in the next few weeks I came to find out that the loan was being taken for 29,000 when I thought it was 24,000 because charged some outrageous $5000 finance charge which they had told me at the time "the cost of extending financing to me by the bank".I called landmark credit union to inquire when I received the refusal of credit and asked them about it and they told me that a not a charge from the bank but instead a charge from the dealer which is typically a bogus charge used to cover other things up and that it should be much much much lower if any at all. I do not know who to contact at the dealer in regards to this but I think it's really bad on their part to do this to people as I asked the bank what my payments would be without that and they would be almost $100 a month less. If they hadn't lied to me about what the charge was for I most definitely would not have purchased the vehicle at that price!!!!Desired Settlement: I would like a refund of all or at least a good portion of this finance charge that they told me was a bank charge when really it's them just marking up price of the car! !

Business

Response:

I apologize for any confusion with the "Finance Charge" section of the contract. However, it is my understanding that you spoke with the [redacted] for Russ Darrow Group, who in turn cleared up any confusion you may have had.

If you have any further questions, feel free to contact me directly.

###-###-####/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.

Got to store, they inflated price of vehicle $4000 after finding out we drive over 3 hours to look at car. Their final offer was over what their Internet advertised price was. Car was in no way advertised condition.

Review: After spending a week (10 hours total) looking for two newer cars, I finally found two that would work in our budget. I put down $100.00 cash to hold the two and told them not to put this money towards the vehicles, I want it back. They understood. When we went to sign and pick them up, they told us that we would have to pay for the registration ($150.00) for the two because it did not fit into the loan. I told them to use the $100.00 that I put down and here's an additional $50.00. They then told me that they out that money towards the loan, so I had to come up with another $100.00. I gave them the money and they processed the registration. After yet gave me the paperwork for that, and I was signing for the car, I noticed that the registration was already included in the car. I asked them for the $150.00 cash back and they told me they would mail me a check on Monday. I said if I can give you cash, you can reverse that and give it back. They did after that. Then the next day I notice a crack in my windshield, and mentioned it to [redacted] when she called me two days after we bought it. She asked for me to bring it in and they'd take a look at it. [redacted] said that they could suck out the crack and it will look like a job size dot, bring it in on Friday. (This is now pushing me out of the 3days that I could exchange the vehicle) When we took it in at 7:30am, they told my husband we'd have it to her work by 11:00am. They called me at 3:30pm saying it was done. (Note that when he asked me to bring it in, it was only a 10-15 minute process) After I left Russ Darrow, I noticed that the crack was still there only now it looks like nail polish is over it. I called and left [redacted] and [redacted]) a voice mail to call me back. Three days later, I continued to call and talk to someone and left messages all day to get a phone call back and I never did. Finally at 7:30pm, I talked to a [redacted] and he said he'd have to look at it to see what they can do. The following day when I went in to talk to [redacted], he wasn't there but some Walter guy said he could help me. I went out with him and [redacted] and showed him it and he said people make mistakes we can redo it again. I mentioned that it should have just been done the right way especially since you had my car all day the first time. I tried to explain the other situations we had throughout all this and he told me he didn't want to hear me talk anymore and he didn't care about anything else, it's just a windshield. I told him when you buy a car, not one but two, you'd think you could get better customer service when you buy a car with a defected windshield. He responded with maybe you're just an unpleasable person. We just have to part ways with people like you, it was a mistake and we apologize. I mentioned that it was four mistakes with one customer.. That's not acceptable. Walter then asked me how many mistakes I make in a day at my job and I told him 2 a year if that. Then he teased me about being this oh so perfect but yet unpleasing person. I work in customer service and you should never talk down to a customer like that.Desired Settlement: I would like one of the two as an outcome..

1. A new windshield

2. My $100.00 that I told them not to put towards the loan and they just went ahead and did.

Business

Response:

Thank you for taking the time to talk to me today about the numerous issues you have had with the purchase of your vehicle. I hope you agree that we have already come to a mutually agreeable resolution with me looking into a few extra things. If you feel differently, please contact me directly to discuss your continued concerns.[redacted]

Russ Darrow Kia of Appleton WI was hands down the WORST customer service I have ever dealt with in my life. I had a brand new Rio, which not only needed a new battery in under a year, but broke down constantly, and every time I dealt w/ Russ Darrow, I was told it was my fault because I wasn't getting my car the "computer upgrades" it needed. I called the 800 # for Kia Customer Service to file a complaint, only to find out that not only were they automatically doing the computer upgrades when I took the car in for oil changes, but that Russ Darrow also found it completely acceptable to replace a part in my car the last time I was in there & never tell me about it. Every time I took my car in for service, the service center could not have been staffed with any more rude people if they'd tried. I generally waited well over 1-2 hours for an oil change because they didn't accept appointments. When my lease was up, I got backlash for trying to drop the car off because even though I had all the keys, papers, owner's manual, etc. they requested, I was told it wasn't enough. I will NEVER own/lease/look at another Kia again, and I have made sure everyone I know spreads the word about the horrible customer service Russ Darrow provides.

Review: I'm writing concerning the business practices of Russ Darrow Nissan. In de[redacted]ng with Russ Darrow, I was repeatedly handed misleading information and misguided on the promotions they offer.

I was originally told over the phone that the car I wished to purchase would include a Russ Darrow “Gold Card” — and that, since I live too far from the dealership to make use of this, I could get the value of the “Gold Card” ($1,500) applied to the price of the car. Later when I talked with the salesman, [redacted], he reneged on Russ Darrow's earlier offer, claiming “Gold Cards” could only be used toward services.

When I first saw the car, it was filthy. The interior was coated in pet hair, gray gunk coated the buttons, and there were empty soda bottles and food garbage littering the floor. [redacted] said that the car had just been brought in to the dealership and would be fully detailed if I bought it.

During the test drive, my father noticed a howling noise coming from a back tire, but [redacted] assured us the car had already been inspected—that if there was a problem, it would be noted on the Carfax report—and that there was even a [redacted] Buy-Back Guarantee for the car if we found a problem not mentioned on the report.

I agreed to buy the car on the conditions that it would be completely detailed, the rust on the hood would be fixed, and that I would be allowed to return the car if my mechanic found something wrong with it.

[redacted] told me the car was ready to be picked up the next night, but when I arrived at the dealership he told me that they hadn't been able to fix the rust on the hood and handed me a bottle of paint so I could do it myself. As it was dark out, I couldn't see until the next day that the detailing had been less than satisfactory. Pet hair still clung to the seats, the compartments were still full of grime, some of the buttons still had gray gunk on them, and there were potato chips under the driver's seat. The first time I spoke with Russ Darrow about this, I was disconnected, the second time I was transferred to someone in the service department but nothing happened.

After purchasing the car, I brought it to my mechanic, who told me that the back-right wheel-bearing was in such bad shape and that he would not have recommended the drive I had taken back from the dealership as it was potentially dangerous. He replaced the bearing for $215, gave me the old part in case I needed it, and the howling noise was gone. After this, I had several days of difficulty trying to get hold of anyone at the dealership who could help me. Eventually I was told that the [redacted] would call me back the next day, but they never did.

That following day, I called and spoke with [redacted], the used car manager, and upon hearing about the wheel bearing he alleged that my “poor driving” in the few short weeks I'd owned the car was the cause of the wheel bearing going bad, although, when asked, he couldn't tell me how my driving could have caused just that one bearing to go bad. He then attempted to blame the faulty bearing on recent “bad weather”, even though the weather has been mild the entire time I've owned the car. It is also worth noting that the car has only 44,000 miles on it while my previous car had exceeded 150,000 miles and I never once had any problem with wheel bearings. [redacted] also said that [redacted] is now claiming he never heard anything but regular car noises during the test drive—even though [redacted] had confirmed with me in a previous phone conversation that he had heard the noise.

When I asked for reimbursement for the wheel bearing repairs out of the $1,500 Gold Card service money, [redacted] informed me that the card wasn't meant for services like that. The Gold Card only held an estimated value when used to get discounts on services, though this was the first time this distinction had been made. At this time, feeling somewhat taken in by the dealership, I opted to utilize the Carfax Buyback Guarantee. [redacted] informed me that I couldn't, however, because I'd signed a contract. He did offer to re-detail the car and fix the rust, but when I asked to have this put in writing, he refused. And when I told him I was going to share my negative experiences on social media and inform the Revdex.com, he accused me of threatening him.

I have the receipt for the required repair, the original damaged wheel-bearing, the Carfax Report, and the original printout for the car from Russ Darrow's website if any of these will be needed.Desired Settlement: I'm seeking reimbursement in the amount of $215 for the repairs due to all the misleading information.

Business

Response:

After reviewing your complaint, I apologize for not being able to address your concerns better at the time. I will be reimbursing you for the $215 wheel bearing you stated you replaced. Please provide the paid receipt for this service.

If you have any additional concerns, that have not been addressed, please contact me directly at ###-###-####/direct.

Review: Purchased 2007 Dodge Caliber in Feb 2013, in May 2013, the alternator went out. As I was stranded in the middle of the intersection of High Point and Watts, I called RD and the guy in service asked if I had extended warranty to which I said no. He replied, "well you can call someone and have it towed here, but I can't guarantee anything". I had it towed somewhere else and had new alternator installed. Couple months later my windshield wipers stopped working. On 11/13/13, car was making funny noise and could smell something burning. Had it towed to my local mechanic (I vowed I would never go back to RD after the last episode), he put a new starter in. On 11/26/13, it happened again and the car wouldn't start. Towed again, my local mechanic looked at everything, completely baffled, consulted Iowa Cty Chrysler, couldn't figure it out. Replaced the starter (deeming the other one faulty). There is something causing this starter to "burn out" and told me to go to the dealership. I picked the car up on 12/5/2013 and went to RD on Odana where I purchased it. The service manager was very nice and told me that I should take it to RD on the eastside as they are RD Chrysler. He apologized and didn't want to turn me away, but thought that was a better option to check out the diagnostics. He also mentionemay be helpful to provide them with my sales person's name, maybe they would be able to help. I knew it was a short window, so I had planned on taking over to the east side on Tuesday. Today, 12/9, it happened again. Made screeching noise and quit. I called RD East, and the man in service was unbelievable. Telling me it was most likely the alternator, giving me a "lesson" on how cars operate (my dad was a mechanic), and was completely derogatory with his "well, dear" remarks. Told me I could have it towed there but coming from the west side to the east side was going to cost me $200 and his diagnostic testing at $105, won't I fell bad when he tells me it's the alternator. I was on the verge of tears, I couldn't believe he was talking to me in that manner. I borrowed a co-workers car, went to RD [redacted]. I sought out the "nice" man I spoke to last week. He apologized for not being able to help (well he could, but they are Kia and don't have the appropriate testing to help me). Still urging me to tow it to the east side, or [redacted] down the road. In 10 months, I have had so many issues, and Russ Darrow doesn't care. I don't understand how they sell a vehicle that they can't service. Told the [redacted] on Odana today, just keep the piece of crap, this is too worry some. What's next week, the car's going to blow up? I have never felt so helpless. I also learned from my local body shop this summer that the driver's side has had some repair/paint work done, which was not disclosed.Desired Settlement: I would like to exchange the vehicle, or repairs at no or minimal cost as they sold me a lemon. I would also like for the service department on the east side to educate their staff that it is not okay to not talk to their female customers as if they are is.

Business

Response:

After reviewing your complaint, I would like to apologize for the way in which the technician spoke to you. As with any used vehicle, they are sold as is with no warranty implied or stated. Anything can go wrong at any time without warning. As you stated in your complaint, you purchased the vehicle in February and didn’t have any issue until May when the alternator went out. The alternator and the other specific problems you have experienced are normal maintenance items for any vehicle. When you called the service department, the technicians are trained to ask if you have an extended warranty because it may pick up the towing bill depending on what you may have purchased. Without any type of warranty, the service department does state that the towing and diagnostic fees will cost the stated price. As for your statement that we can’t service a vehicle that we sold, the technician stated to you that the Chrysler dealership would be a better dealership to make sure the diagnosis would be fixed or able to be ascertained. Sure could the Kia service department have found your problem and fixed it? Yes. However, since you were having issues with the same items, and your local mechanic couldn’t figure it out, the technician simply made an observation which you could have said “no” to.

Your desired settlement is not a reasonable resolution. The vehicle was purchased used and does not fall under the “lemon law”. This law is for brand new vehicles that have not been previously titled. Also, we cannot be liable to fix your maintenance issues as they arise. If you continue to have mechanical issues in relation to any items serviced by Russ Darrow, I would be glad to offer a 20% discount on parts and labor. If you choose to utilize this discount, please provide my response to the requisite service department before the work commences.

Review: The tires at the time sale have not lived up to the expected and performance. Minimal levels of inclement weather have prevented the vehicle from being driven although I was reassured at different times that the tires were quality. these tires are dangerous and are not "all weather."Desired Settlement: Replace the tires with adequate driving tires and/or provide a deep discount for a high quality tire

Business

Response:

I'm sorry that you feel the tires that are put on by the manufacturer are not up to par, however, the tires are a mid grade all weather with a large (85k) tread warranty. We can offer to you a few different options to purchase, however, the tread warranties will be less than what you currently have. For a mid grade all weather tire with a 50k tread warranty, it will run you about $450 plus tax. For a mid/high grade winter tire with no tread warranty, this will run you about $515 plus tax. If you do not feel these are good options, your only recourse is to call Kia Consumer Affairs directly as this is a design "flaw" of the vehicle, and they would be the only entity that would be able to potentially assist you.

Please let me know if you would like to set up an appointment to take advantage of one of the offers I relayed above.

Consumer

Response:

Review: Me and my husband were drawn to this specific Kia dealership due to an ad in our weekly newspaper. The Ad stated that if you purchased a new Kia that you would receive a 500$ gift card as a reward. We purchased a brand new 2014 Kia Soul and never received a gift card. My husband called the dealership to inquire as to where our reward was and they told us that in the ad it says "while supplies lasts" well thats fine we understand however for weeks afterwards they ran the exact same ad stating the exact same reward you were to receive if you purchased a new kia. We feel taken advantage of because of our age (63-64). Not to mention the salesperson told us that had he not sold the car to us that he probably wouldnt have been paid that week because of how slow it had been that month, so maybe he took the gift card himself.Desired Settlement: We just want what was advertised in the newspaper, the 500$ visa gift card.

Business

Response:

Thank you for bringing this matter to my attention. I have reviewed your deal, and your transaction does call for the advertised offer. As such, I am sending this to your attention on today's date. If there is anything additional I can do for you, please let me know.[redacted]###-###-####/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: In the month of June 2013, me and my wife went car shopping at the Russ Darrow Kia of Waukesha when we saw a 2006 Ford F-250 Super Duty Lariat Super Cab. We were introduced to a salesman by the name of Troy who seemed to be pretty professional. We finally got around to filing out a credit application and was approved. I test drove the vehicle and the truck seemed to drive well on the test drive. We were notified by Troy that he needed another form of documentation so that the financing can go all the way through, so we waited the next day to bring in the documentation and pick up the vehicle. After signing the contract and warranty information, we were able to drive the truck home. Here is where everything went downhill:

When I drove the truck off the lot and onto the freeway, I got about 6 miles down the freeway and the oil pressure drops, transmission fluid spurs from the bottom of the truck, huge cloudes of smoke piles the air and path behind me the Truck then starts to shake violently until it shuts off and coast to the side of the freeway. I then Called Troy and tell him what just happened. He sends a tow truck out and has the truck towed back to the dealership, by this time the service department was closed, they tell me to leave the truck there and they will have the truck inspected by their service department. I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD?( Apparently not if that happened on the day it was delivered). The next day we were told that the truck was sitting on the lot for a while and just needs to be driven, so we drove the truck back home even though the truck still had the same symptoms. I finally took the truck back to Russ Darrow Kia and they concluded that the engine soylinoid was stuck open and clogged with sludge. I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD? They kept my truck for about a week and told me to pick it up. After about 1 week the symptoms started again but it sounded worse and like the gas engine was a diesel engine and the MIL light popped on. I drove the truck to Auto Zone to have it scanned, a CAM OVER RDED code showed. So while at auto Zone, I called troy and told him that the truck he sold me has the same problems and he had the truck towed back to the dealership where my truck was purchased. Once again I was told that the truck still needs to be driven and that its been sitting for a while. I then took the truck to a Ford dealer in menomonee falls to have my truck inspected. They called me back to inform me that the trucks needs ball joints, oil pan gaskets, u-joints all around, brakes rotors all around, and a front hub assembly as well as a new engine because the camphaser's and timing needed to be replaced due to starvation of oil supply to them. The Ford dealer also informed me that the engine has sludge in it. I told him that the vehicle has a warranty from fidelity warranty service and that it should be covered under the warranty. The Ford dealer calls fidelity and they sent an agent to inspect the truck which took about 2 days. I get a call from the Ford dealer and they inform me that the warranty will not cover the new engine replacement due to the fact that the engine was full of sludge but they WILL replace a needed oilpan gasket. I was thinking to myself, what good is it to have a oilpan gasket replaced with a non working engine? I did not have the vehicle 6 months so how could it have sludge in it. I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD. I called Bob at Russ Darrow Kia and he had the truck towed back to them. They finally called me back after a day or two to inform me that they will replace the engine.I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD. They kept my vehicle for at least 3-4 weeks. After they fixed my engine, I went to go pick up the truck after paying $110 deductible for the warranty coverage. As I was walking toward my truck, I noticed a leak underneath the vehicle, I tell Alex a manager that I do not want to except the vehicle back because there is a leak of SOMETHING underneath my truck, He tells me that "AFTER WE INSTALLED THE ENGINE WE SPRAYED DOWN THE WHOLE ENGINE WITH ENGINE CLEANER AND THAT IT IS STILL WET" I believed him. I drove the vehicle home and noticed the same type of puddle underneath my truck at home. I decided to drive the vehicle back to Russ Darrow Kia until it started the same symptoms again, come to find out they installed the wrong AUTOLITE spark plugs when Ford highly recommends MOTORCRAFT spark plugs due to the fact the the PCM only reads MOTORCRAFT plugs, and the truck did have a misfire as well as a improperly installed damaged water pump, After keeping my truck another week and a half, they finally inform me to pick up my truck. Almost a year goes by, my truck NOW is facing the same symptoms sitting at the Ford dealership in Menomonee falls. They inform me that my truck jumped timing and that you need camphasers, but that was also supposed to have been replaced with the new engine and the camphasers and sludge was the main reasons I needed a new engine in the first place. The sales invoice never showed that the mechanical problems I was having and I was never notified that the vehicle has an engine problem, I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD.The warranty did cancel out due to the fact that I did not agree with their services. As a note: I told the dealer that I did not want the vehicle due to the fact that a mechanical problem occured on the day of delivery. I am not satisfied and never will be by Russ Darrow Kia and Russ Darrow Group!Desired Settlement: I would like Russ Darrow to cover the cost of the camphasers and timing due to the stress and pan and suffering of me and my family being inconvenienced by a non reliable vehicle that I feel that they misrepresented. I would also like Russ Darrow Kia Management reviewed and re-evaluated. I feel that the same mechanical problems that occurred should not of happened twice. I would like to be satisfied by some type of settlement.

Business

Response:

I am sorry that you feel Russ Darrow sold you a mechanically challenged vehicle, however, we took responsibility for the issues you were experiencing and replaced the engine in your truck. The repair that we did was a goodwill gesture and ended there. Any issue that you have experienced with the vehicle is now a maintenance issue and we cannot be held responsible for any repairs that are needed.Nicole P[redacted], Corporate Paralegal###-###-####/direct

Review: My husband and I bought a 2009 GMC Acadia from Russ Darrow approximately one weeks ago. We were told that their used vehicles go through an extensive process and check-point system to ensure they are selling you a quality product. Upon taking the vehicle home we noticed that the roof had a large dent in it. Although we were not pleased by this it was in an inconspicuous location and thought that it would not interfere with the vehicle's reliability. However, after a weeks worth of driving another portion of the roof has now caved in. It appears that Russ Darrow did a "quick fix". When we called to find out what the next steps would be I was put in contact with the [redacted] of the store, [redacted]. After explaining the issue he laughed at me and said that they would do nothing to fix the problem. When I stated that he didn't have good costumer service he said "this isn't [redacted] or [redacted]" and that because I was making him angry he didn't have to speak to me a respectable manor. When I told him I would be filing a formal complaint he hung up on me.Desired Settlement: I would like to come to some sort of agreement about the roof of the Acadia that we purchased as well as know that the [redacted] of the [redacted] location has been formally reprimanded and embarrassed for his tackless behavior.

Business

Response:

It is my understanding after speaking with your husband, that there has been a mutually agreeable plan of action at this point. I will be in further communication with [redacted] and if anything else can be done, I will deal with him directly.Thank you for brining this to my attention.[redacted]

Consumer

Response:

Last week Friday I started on closing the deal on one of the used cars they had posted online.
All was OK. Financial representative Amir did great job working with me on Friday and according to my very good credit history he came up with good ineterst rate for my 72 months loan. We decide to finish the deal on Monday, October 11th. He had all ready on file and should not take to long to get the deal done. Over the weekend I recieve the 2-3 phone call from sales representative to confirm appointement on Monday and that they have everything raedy from Friday. On Monday I went with my wife and my kid to close the deal and take our car home. Financial reprasentative from Friday ( Amir ) did not work that day, but his replacement ( I think Alex ) should close the deal. He pulled the paperwork and all looked OK. They even installed license plate and clean the car. We could see the car parked and ready for us. Even my check for down payment was ready andthey told me in 10 minutes all should be ready to close the deal. All of the sudden after 2.5 hrs of waiting with my kid and wife, reprasentative ADAM decided to change the interest drasticly and beacuse of him we could not close the deal. He litteraly told me if we dont agree with new interest rate we wont get the car. Deal did not go thru and we returned home without car and embarrassed. We could not believe it what happened to us that day. Very bad experience and we wish no one will go thru same process.