Russ Darrow Group, Inc.

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: I purchased a 2010 Mazda Certified CX-9 from Russ Darrow Mazda Greenfield because it was a Mazda Certified vehicle that comes with a 12month 12k mile bumper to bumper warranty and a 7 year 100k mile powertrain warranty with roadside assistance. The vehicle was listed on the national Mazda website under Mazda Certified vehicles and it was listed on the Russ Darrow website as Mazda Certified and I also have the auto check that states that it was Certified so with all that being said I assumed that the vehicle was certified so I purchased the vehicle and after all of the paperwork was signed I asked about the certification and the warranty and was to do if anything were to go wrong and they told me that the car was only pre-certified (whatever that even means) and that I had to pay to have it certified. So I immediately contacted the national brand Mazda and below is our conversation.

Hello Mr [redacted],

I was able to speak to the dealer about this concern and was advised that at the negotiated price the car would not be certified and that you were notified of this. This issue would need to be resolved directly with the dealer since they sold you the vehicle and are independently owned and operated. If you have any further questions or concerns please contact the dealer directly. Let me know if you have any other questions.

###-###-####

Ext. [redacted]

> ---- Original Message ----

> From : [redacted]

> To : "[redacted]

> Subject : Re: Question - New Owner - Other [INTR:[redacted]]

> Date : Wed, 18 Sep 2013 20:41:13 GMT

>

>

> Hi I purchased it is russ darrow mazda in greenfield wisconsin the phone number is ###-###-####. The way I found the vehicle was searching through the mazda website under the certified vehicles and the one I purchased was listed under there and it also said on the auto check that it was certified.

> Thank you

> [redacted]

> > On Sep 18, 2013, at 12:32 PM, <[redacted]> wrote:

> >

> > Re: File number [redacted]

> >

> > Dear Mr. [redacted],

> >

> > Thank you for contacting Mazda regarding your 2010 MAZDA CX-9. We appreciate your recent Mazda purchase. Depends on the certification. If it is a Certified Pre Owned Mazda then it would have an additional warranty. Did the dealer tell you it was a certified by the dealer or a certified CPO through Mazda? If you send me the dealer contact information I can investigate further?

> >

> > Should you have any additional questions or need further assistance, please do not hesitate to contact me, referencing file number[redacted]

> >

> > Sincerely,

> >

> > [redacted]

> > [redacted]

> > ###-###-####

> > Ext. [redacted]

> >

> >

> >

> >> ---- Original Message ----

> >> From : [redacted]

> >> To : [redacted]

> >> Subject : Question - New

> > [redacted]

> >> Date : [redacted]

> >>

> >>

> >> Hi I just purchased my mazda cx-9 today and I have been researching them quite a bit and I went to the dealer today expecting the cx-9 I just purchased to be certified which they say it is but they told me that it means that it went through and passed the inspection process but it does not come with the warranty which is an extra cost to get the 12/12000 bumper to bumper and the 7/100000 powertrain warranty. Is that accurate because the way your website and everything else makes it seem is that a mazda certified vehicle comes with the warranty.

> >> thank you

> >> [redacted]

> >

So the person from Mazda that I was talking to said that he contacted the dealer and that the dealer said that the "negotiated" price the vehicle did not come certified and that they told me that which is not true for one thing I paid the full online price so there was no negotiation on the price of the vehicle at allDesired Settlement: For my vehicle to be certified with a warranty

Business

Response:

After reviewing your complaint and speaking with the General Manager of the store, I have come to the determination that you understood that the vehicle would not be certified due to a negotiation of the internet sales price. You negotiated the price and were told that any discount in the internet price would negate the certification of the vehicle. I am being told that at the time of the sale, you understood this. After the sale you came in numerous times to try and get the certification for free and were told that we would split the cost with you as a customer goodwill gesture. You declined to split the certification fee as you wanted it for free. We were not willing to do that and are not able to offer the gesture any longer.

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

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:

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: 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:

We were very impressed with the way [redacted] carried himself with us. He took the time to understand what we were looking for and showed us what he had. He understood that we were still in the looking process at the time and was very courteous about it

Everyone at Russ Darrow did and awesome job. They helped me to get an excellent deal. The Salesmen were superb and intensely useful through the process. I will be back for future purchases and can refer several friends.

I bought a car from russ darrow in milwaukee, wi on 76th & calumet about 2 years ago. I have sent people up to the place of business to purchase cars because at first I liked them (well mainly my salesman that I worked with). Over the time, I have had a couple of disagreements with the service manager and the GM (which both are very rude and disrespectful). The GM out of the people should be someone that helps out the customers without slick remarks and sarcasm. I refuse to send any more customers their way. Horrible customer service. One of my tires ended up blowing and my car did not have a spare tire in it which every car should have one especially if the trunk has the slot for it. I called to speak with the service manager about getting one seeing how my car should have one and he was very unprofessional and rude. So I asked to be transferred to the GM, he goes on to tell me my car doesn't come with one just blow the tire up(how if the tire blew). He began to get very disrespectful and unprofessional so I informed him that I will be going to corporate because this wasn't the first time him or the service manager has acted like this. He just laughed and said something sarcastic. I purchased a vehicle from them so I expect good customer service and shouldn't have to go to a completely different dealership to get the service they should be providing.

On Wednesday Nov 27th we were driving in Russ Darrow Kia of Appleton's parking lot looking at vehicles. One of the salesmen [redacted] came out to talk to us. He was telling us about the Green tags hanging in the windows were the Black Friday specials. We said we would be back on Friday morning to test drive and possibly buy the 2011 Kia Optima ex for the $14995 asking price.

We showed up on Friday morning to test drive the veh.

After the test drive we were happy and wanted to buy the veh. We went inside to [redacted] office to apply for a loan on the veh. We were going to trade in our 2003 pontiac grand am also. He asked me how much was my veh worth I figured $3000 but was willing to go lower. After the looked at our veh russ darrow said it was only worth $574 I then said I would sell it myself because blue book trade for a fair veh is $2300. Also what seemed weird was that russ darrow wouldnt tell us what our monthly payment or interest would be at. They had all of our information including social security number. We told them we wanted to be around $250 a month. The only price was between $327 and $357. I told them I want a exact price and they couldnt do that. They also wouldnt tell us the interest rate. We checked and called our bank and they said on a $15000 loan we would qualify for 2.9% and the payments would be around $240 a month. After a while [redacted] said if we could give you $1300 for your grand Am and get the monthly payment to $247 would we do that. We agreed and annitiald the paperwork. He later came back and said the price on the veh isnt $14995 it was listed wrong. It is now $19995. We said no way would we do this and are leaving after being there for 2 hours. He then said we could put you in another veh for cheaper and we said we are done there. We agreed on a price for the veh.

A similiar thing happened to my wifes moms friend about russ darrow changing the veh pricing.

This is wrong, when you agree on a price and initial it should be gauranteed. Also they were insulting me that they would only give me $574 for the grand am.

We later went to another dealer and were looking into buying a different veh and trading in our car. They said the car would be worth about $2000. $2000 to $574 is a big difference. To me Russ Darrow is a dishonest company.

We will never go back there again.

A copy of the email I received from a Russ Darrow Salesperson:
"While searching the internet, I came across your Craigslist ad for your 2008 Honda CR-V.
Have you considered trading it in for a newer car?
If the larger SUVs are what interest you, our Sportages and Sorentos are wonderful, reliable, and economical upgrades.
Would you be interested in coming in for a test drive?
I'd be more than happy to work with you and help you along in this process.
Hope to hear from you soon,
xxxxxxx xxxxxxxx
Sales Consultant"
And my reply:
"Hello xxxxxxx -
We are not looking for a newer car at this time. Shockingly, I'm well aware that car dealers are happy to make a buck or two off of both their sales and the trade-ins they take in; this is not news to me. If that had been the route I was looking to go, I doubt I would have taken the time to take photos of my car, write and post an ad, and field phone calls and emails replying to my ad.
The last line of my ad says:
-do NOT contact me with unsolicited services or offers
With so many new and used car buying options out there in southern Wisconsin, I do appreciate you helping me eliminate an entire ownership group from my car shopping process the next time we're in the market for a newer car though. I now know not to waste my time with Russ Darrow in the future, because the sales people they employ either have no attention to detail (and therefore didn't read that line in my ad), or no regard whatsoever to a potential customer's stated wishes (and ignored that line in my ad).
I am also copying and pasting this email into a complaint with the Revdex.com as well as an email to the general manager of Russ Darrow Kia, [redacted] I suspect that you are simply following your training or supervisor's instructions with your aggressive sales tactics, so in an effort to change those tactics, I am forwarding this message."

I went to trade in my car for a 2013 Kia Soul. The initial interaction was fine although it took 5 times back and forth to get an agreed upon price. The issue I had was after the fact when I purchased the vehicle. The sales contract was incorrect and did not mirror the original one that was signed which concerns me that the sales and finance departments are not talking to each other when important details are missed. I then found out that the sales person did not activate the satellite radio as promised. BUT the icing on the cake was the fact that Russ Darrow doesn't feel the need to fill up a car with gas! When I drove the car off the lot the car was on EMPTY. I didn't even think about this since every other dealership in town has always sold me a car with a full tank of gas - it's just good customer service. Considering I traded in my car with a FULL tank of gas, I would expect the same courtesy. I contacted the sales rep back about it and he pretty much brushed me off saying that they sell the cars as is and wasn't sure there was anything he could do about it. I'm VERY disappointed in my experience so far.

Review: I bought a used car from this dealership and they advertised a DVD player, radio, remote starter and passing of a inspection. The vehicle did not come with "as is" conditions and I was not informed of any other issues. Also, when the vehicle was picked up after purchase it was not cleaned and still had over three inches of water in the storage area, grass and pet hair in between the seats. I had yet to pay the first car note and it has only been three weeks. I have discovered within the first week that the truck needs shocks and struts ( reported within a week of purchase) and the service department informed me that it would cost over 1,000 to repair, not covered under the purchased warranty, the DVD/6-discs CD player and Satellite Radio don't work on the vehicle ( was informed that because it was not "advertised" as "working" features so they were not liable), the battery went dead, a piece on the door is broke, the mirror over the visor and driver side are broken causing the light not to work, oil change light, running hot, shaking when driving on the highway, the remote starter does not work, and the customer service was mediocre and less than delightful. The GM has been informed, the service department and the salesman and nobody at this point has offered a solution for these issues. The test drive demonstrated none of these issues but the dealership was contacted as son as they we're discover within a week or two week. There was an attempt to resolve theses issues and get items repaired that were not known and or repair items that were advertised as part of the vehicles features. The truck was also placed on craigslist with these items featured. The dealership was informed that I was dissatisfied as a customer and nothing at this point has been done to fix any issues. I was info red that they only check for safety concerns during their inspections-so the other conditions of the vehicle did not need to be disclosed. However, the steering wheel violently shakes on the highway, sounds safety.Desired Settlement: I would like to know ALL "as is" conditions and be given to the option to keep or return the vehicle OR all work that wasn't explained or false advertised to be fixed at no cost -radio, shocks/struts, battery, etc. OR a refund for misrepresentation of a vehicle that was purchased under false pretenses . Also, would like to speak with the owner to inform him or her of the service provided, in which I was provided with a gift card for my inconvenience.

Business

Response:

After reviewing your complaint, it is my understanding; the [redacted] spoke with you directly and traded you out of the vehicle that you are complaining about.

If you have any questions, please contact me directly 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. [redacted] was helpful and my experience was more pleasant after dealing with him. I was highly disappointed with the service and vehicle initially. However, the service made me feel better about being a customer after dealing with the General Manager and a entirely new team. I don't take my past treatment lightly but I think the GM genuinely wanted to help.

Regards,

Review: The car I purchased has a completely rusted exhaust system. The pipe separated from the muffler because of this, and the problem was not disclosed to me in the first place. They will not fix the problem.Desired Settlement: I would like russ darrow to fix the problem.

Business

Response:

After reviewing your complaint, the deal file and speaking with [redacted], it has come to my attention that the vehicle was not sold with a the exhaust in this condition. There was no concern for the exhaust when you brought the vehicle in on two other occasions after delivery, which was taken care of by the used car service department, free of charge to you. When the vehicle came in on the March 10, 2014 service appointment the exhaust was sheared off, not rusted off. Repairs were declined by you. As such, Russ Darrow will not be offering any assistance in fixing the exhaust for the above-stated reason.

If you would like to utilize our service department for this repair, I would be able to offer you a 15% labor discount. Please call me directly if this is something you would like to look into.

[redacted] ###-###-####

Business

Response:

It is the customer's responsibility to understand and know what they are purchasing, especially in a used vehicle. Prior to purchasing the vehicle, you would have had an opportunity to take it to a mechanic or repair shop of your choosing to look at the car and see if there was anything that was not already disclosed to you by Russ Darrow. You did not do this, nor did you express concern with the vehicle outside of the fix that the service department did free of charge to you. I am sorry that you feel we did not inform you properly as to the condition of the exhaust. I am still able to extend the discount if you would like to utilize our service department for this repair.

Consumer

Response:

Review: I purchased a silver 2014 Toyota Tacoma from Russ Darrow Toyota on May 20, 2014. Prior to making the 4 hour drive from my home in [redacted], I spoke with the salesperson about the vehicle. [redacted] was assigned to be my salesperson following my phone call after seeing the vehicle on a car-finder website. [redacted] stated that the vehicle had only been on their lot for a week and a half. He also denied that the vehicle had any damage. He stated that a hail storm had gone through the West Bend area recently but that only some Toyota Prius and [redacted] had received damage. After my arrival at the dealership on May 20,, 2014 I inspected the vehicle as it sat outside on the lot. I didnt see any damage at that time. Two days later I cleaned the vehicle at home again. While buffing out the wax that I had applied on the vehicle I found dents on the hood and the roof. These were clearly visible with the vehicle sitting inside my garage. The date was May 23, 2014. It took a week before I could reach [redacted] about this. On May 30, 2014 I advised him of the situation and requested Russ Darrows assistance in fixing what I thought were hail dents. [redacted] then stated that these couldnt have come from the hail storm in the West Bend area because the vehicle hadnt been delivered to the lot until after the hail storm. He spoke with me at length about this and repeatedly requested that I keep the estimate under $100.00. It was after this phone call that I had obtained evidence of hail damage repair that was done at Russ Darrow Toyota on May 2, 2014. This was documented on a Toyota dealership vehicle database that came from my local dealership, [redacted]. On June 2, 2014 I took the vehicle to [redacted] in [redacted] were a dent repair company inspected the vehicle and found over 30 dents between the hood and roof. There was also evidence of glue residue and high spots which indicated improper and incomplete repairs of the hail damage previously. I spoke with [redacted], on the afternoon of June 2, 2014 and advised him of the situation since [redacted] would only provide me with his personal e-mail address, couldnt find [redacted] to seek guidance on this problem, and began to give me the impression that the repair estimate needed to be less than $100.00 before Russ Darrow would repair the damage. Mr. [redacted] told me that he would have to review this information with his [redacted] and then get back to me on the solution. I sent him the estimate and information regarding this problem by e-mail and later received a confirmation that hed received it and was going to review it with the [redacted]. I received an e-mail on June 4, 2014 stating that there were no excessive dents on the truck after they were repaired. He also stated that research we did showed a hail storm that had moved through your area over the past weekend that may have contributed to the 30 plus dings your estimator found. At this time we are not able to provide any further assistance.Desired Settlement: Russ Darrow Toyota pays the $550.00 repair estimate that I obtained while the vehicle was inspected at my local dealership.

Business

Response:

After reviewing your complaint alongside the DOT complaint, it is notated that you did not include that after driving home, your city had a hail storm. The damage the vehicle sustained while on our lot, previous to the sale was very insignificant and was completely taken care of for approximately $200. The amount of hail damage you speak of that you noticed after the time of sale would have been evident at the time of sale to you. As a customer you have the right to take the vehicle to an independent mechanic for an inspection. By signing the Purchase Contract and taking delivery of the vehicle locks you into an agreement with no implied or stated warranty. The hail damage that was evident on the vehicle after sale came from the hail storm that went through your area after delivery.

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

Review: On a sales contract for my new vehicle I was charged an unauthorized fee for a service. The terms were to have my rims painted to the color desired. Was told by sales person this service was provided and the rims would look like factory rims and service provided was a terrible spray paint job. I have been ignored by sales manager as well as corporate office when I insisted on a refund. The end result was only an exchange of the rims to original factory rims that I have already paid for since my car was made to order. I have already paid for the original rims and wheels and now was charged an additional $500 for the paint. Since I complained that the work was not satisfactory all that was offered was an exchange for the original rims that I had already paid for. I paid $1500 for the wheels and should not be expected to pay for the painting since I don't have painted wheels. I should not have to pay for a service that was not acceptable to me. The sales people misrepresented the paint job that was to be done. I have complained multiple times to Russ Darrow group as well as their Corporate Offices only to be ignored.Desired Settlement: I desire the refund for the paint work as I am left with factory rims. I originally paid for the rims on my brand new car and should not have to pay for a poor paint job. The sales people should not make promises of services that cannot be provided.

Business

Response:

After reviewing your complaint with the parties involved, it was brought to my attention that the original paint job on the rims was less than satisfactory. The rims were taken back, stripped and repainted, not once but twice. I am being told that the second and subsequent paint job were pristine and exactly as they should be, however, you were not in agreement. You paid for a custom service, not a rim that was purchased already painted through a wheel manufacturer. The custom service is a non-refundable service provided to the customer. If there is dissatisfaction or buyer's remorse, that is not a reason that the dealership would need to refund the deposit paid. I apologize that the original paint job was less than perfect, but the subsequent paint jobs were exactly how they should have been.[redacted]

Business

Response:

I again apologize, however, we will have to continue to agree to disagree. I have already agreed with you that the first two paint jobs were poor and unacceptable. The end product which I have provided you pictures of are impeccable. If there is anything I can do for you in the future, please contact me directly.[redacted]

Consumer

Response:

Review: I called Russ Darrow Nissan on Friday Sept 26th and confirmed with [redacted] twice that they had a red 2014 Nissan Pathfinder S listed on their website selling price as $25,456 (MSRP $31,940)in their lot since I was driving over an hour to come see it. He said yes and told me to ask for his manager [redacted]. I got there at 4pm with my husband and that vehicle was not there. They did not have it. When I questioned the management staff, they simply told me to look for another vehicle in their lot and they would give me a good price since it was month end. I thought it was strange. I test drove a black one but the cost was so much higher. We met the GM there and he said he can sell it to us for $29K. I told him it was a bit high for me and that I preferred the $25,456 price. He said that their selling price on their website includes ALL discounts and when we dont qualify then they add it back in like their new grad discount of $600 and they have to add like $1900 for special paint. My husband questioned him on false advertisement and he got upset. He said that it was legal. Then he withdrew his offer on the black vehicle that we didnt even want. Then he told us to leave. His colleague ([redacted]) that sat next to him told us to leave too and that he would call the police just because we questioned their false advertisement. Then he threatened to carry my husband out because he was bigger than my husband. We left. What makes me upset is that they lied to us that they had the vehicle we wanted to get us in the door, then tried to sell us something we didn't want and then got upset when we questioned why they are false advertising on their website. Who treats customers like this? This was the absolute worse experience ever trying to buy a vehicle! Their management staff is deceitful and horrible in every way imaginable. DO NOT SHOP THERE! Their selling price on their website is NOT a true selling price.Desired Settlement: I would like an explanation on their practices, how they are able to falsely advertise their "selling price" and lie to customers to get them in the door. Also is that how you treat customers? They lie that they have a vehicle knowing they never had it in the first place. I can't believe that [redacted] allows this dealership to operate like this. I also want them to know that I left there and purchased the vehicle I WANTED at the next Nissan dealership nearby with EXCELLENT CUSTOMER SERVICE.

Business

Response:

Good Morning,Thank you for providing feedback in relation to a issue you encountered at the Nissan dealership. First I would like to apologize for anything and everything that took place. The initial phone call with [redacted] in our BDC (Business Development Center) department was the start of the problem. However, it wasn't an intentional mistake by him. When you called to ask about a vehicle that had been advertised, the vehicle was still showing on the website as available. This is why he stated that you should make the drive from Sun Prairie. What he didn't know, was the vehicle was delivered to another customer on the 22nd. The way our system works, is the initial vehicle paperwork is done with the customer and the vehicle is delivered. The paperwork is put together by the office staff at the selling dealership and sent to our corporate office for processing. The paperwork is received by our corporate staff, which consists of 3 deal processers for all of the 16 stores under our Group. The paperwork was not processed until Friday the 26th. Once the paperwork is processed the computer sends a link to our website which in turn removes the listing within 24 hours. This is why the vehicle was still showing active in the computer when you spoke with [redacted].Once you got to the dealership, there were additional wrongdoings by the management staff. I can assure you that this was brought up with [redacted] who oversees these individuals. This is not how we conduct business nor how we have stayed in business for almost 50 years. We have taken steps to make sure that the problems you have encountered never happen again.Again, I am extremely sorry that you had to endure such hostile treatment by the management staff. If there is anything I can do for you in the future, or if you would like to discuss this matter further, please do not hesitate to contact me at any time.[redacted]###-###-#[redacted]

Review: I purchased a used 2014 Dodge Avenger from Russ Darrow on 1/7/15. The car had 1300 miles on it, so practically brand new. On Thursday 1/8/15 at around 12:00 pm I was headed to lunch and my car wouldn't start. I called the dealership they gave me a number to roadside assistance and wanted me to get a tow truck. I called the company they told me a tow truck would be there at 2:15 pm. At 4:00 pm there was still no tow truck so I called the company back and they told me a tow truck would be there at 5:30 pm. So 6:30 pm comes around and still no tow truck and no contact from the towing company and what the status of the truck was. I went home and texted my sales associate, and told him nobody showed up for the car. Friday 1/9/15, the dealership finally calls me at 1:00 pm and tells me there is nothing they can do unless I get a tow truck to come and get the car and have brought back to the dealership. I previously told them that I didn't want the vehicle anymore and it was there responsibility to get the car. They wouldn't do anything, so finally I called and got a tow truck that I ended having to pay for some of the tow of of my own pocket.Desired Settlement: I stand by my word that I don't want this vehicle back. I feel that there was a total lack of accountability, responsibility, and frankly customer service on the management at Russ Darrow. I feel they should cancel the sale and let me free of the contract even though it's under warranty and contract.

Business

Response:

I am sorry that the roadside assistance that comes with your vehicle was not reliable for your recent breakdown. It is my understanding that there were a few problems with the vehicle's control system which were fixed by the dealership at no cost to you. Again I apologize for the way the dealership handled the matter at the time of the breakdown.If you have any further issues, please feel free to contact me directly.[redacted]###-###-####

Consumer

Response:

Review: My daughter and I came into Russ Darrow Kia last year to purchase a vehicle. The car was for her but it is in my name. We were looking to purchase a 2014 optima. A aquintance of hers had suggested it because she went there and claimed to had received a good deal. I was skeptical because I already purchased and paid off a vehicle from another Russ Darrow and the practices were shady. I went along with it though because we trusted her aquintances judgement. She also suggested the salesperson she went to. We made an appointment. When we arrived they stated that the guy wasn't there but that [redacted] could help us. We went along and spoke with him. My daughter was initially turned off because the optima he stated would be $750 a month. I was confident in my credit because I had received a credit report prior and things looked good. I have been on my job for over 20 years, have paid off two cars ( missing not a payment) and work another part time job. So I didn't see a issue with it being my credit. My daughter wanted to leave because of how much he was trying to charge us for the Optima. I have two bad knees so honestly I didn't want to leave. I was tired and it was cold that day. Now thinking back I should of listened. He pushed and persuaded us to get a basic forte. He told us that ," oh don't worry you can refinance in a year and get lower payments and the car you really want". My daughter had been using my car to go to and from school so she really needed something. We went with it. He told us it would be $525 a month which I thought was also steep but he tried to convince me that this was standard and after a year it would come down. We went to sign the papers and things were moving so fast. The finance guy was speaking so fast. Very pushy and aggressive. The first issue after we left was the monthly payment. The Aggrement was $525 but it came to $590. We complained and they called and brought it down to $550. I still wasn't satisfied but it was past 10 days and I wasn't aware how to get out of it. I knew it would be a hit to my credit. Now fast forward. My daughter goes in for a detailing and spoke randomly with one of the sales associates. He stated that the guy we worked with had gotten fired for some shady practices. No one informed us or looked into some dealings that he had with us or other former customers. He also told her that her interest was way to high and for that price a month she could of atleast had her optima. No one ever told us this. So just recently we tried to trade in at a different dealership. Our trust has been so broken by Russ Darrow that we wanted to move on. We go into the dealership. They looked at my credit they said everything looked great. So my daughter test drove something she really liked. All we needed to do was discuss numbers. He came back and said," I'm so sorry but I don't know what they did but whatever it was wrong, you owe twice as much as the vehicle is worth,whoever did this didn't know what they were doing". I felt so defeated, my daughter rushed out and cried in her car. It was a hybrid Kia optima that was on sale she test drove. For a good price. He said for what's left on the vehicle we would need atleast 5-6k to balance things out. That's ridiculous. We had some knowledgeable people look at the contract and were disgusted. 21% interest rate, with a finance charge of $19100.80. He said he had never seen anything like this exspecially for some one with decent credit as mines. He said," you were ripped off, those are scam artist you went to". My daughter has been depressed. It feels like we're locked in a jail sentence. I called corporate and no one has yet to get back with me. My daughters friend [redacted], just traded her car in with another dealership but she went to Russ Darrow as well and they told her they never seen interest so high for that vehicle and it would of took her a extra 3 years to pay off that car than what it would somwhere else. She had to go to three different dealerships to finally find someone who would accept her. I believe they saw two black women who they thought were dumb and helpless plus anxious come in and we got ripped off. It's not just the sales person fault but the manager and business as well. They should of been aware of what type of people that they had working for them and atleast tried to resolve the issue. What really alarmed us that was literally everyone we spoke with, who were also owners of cars, EVERY SINGLE PERSON were alarmed on how much we were paying. I could see maybe just maybe if my Credit was horrible but like I said I have decent credit. The guy at the other dealership said," even a person with average credit could of gotten a way better deal and yours is not just bad or average". He also stated that he gets so many people from Russ Darrow. It's sad.Desired Settlement: We would like to trade this car in for a better deal all the way around. We want something 2014-2015 with a low interest rate. That's all were asking. We've contacted the dealership and were supposed to meet with a [redacted]. It's so many things we could ask for but that's all we want. That interest rate is astronomical and absurd. We would also like an apology. I don't feel that is asking to much being that were still willing to do business with you. Which is against my daughters better judgement. Like I said the trust is broken. Were consistent customers, that has not missed one payment.

Business

Response:

I apologize if you feel that we took advantage of you or put you into a situation without your knowledge. However, after reviewing your vehicle transaction, I believe you have misrepresented your credit and the facts surrounding the vehicle purchase. Your credit score does not translate to a low interest rate with any lender nor does it easily allow you to get into a newer vehicle with an "affordable payment". There are only a handful of subprime lenders that will even look at the application to which they have strict criteria that must be met before approving applications. This is not to say that your credit has not gotten better since the vehicle purchase since you stated that you have been making all payments on time with no delinquency. If you would like to look at trading your vehicle in, please contact any Russ Darrow dealership and they will try and help you.[redacted]

Review: I purchased a Mazda Speed 6 from Russ Darrow Kia and it broke down on me on the way home and I got it to an [redacted] like the salesman [redacted] told me to do and I paid for the part myself. The car then broke down again 2 days later due to pcm failure. They towed it in and "fixed" it so I drove all the way there to pick it up only to have it break down again on the way home. They towed it again and had there superstore in [redacted] "fix" it and when I drove all the way there to pick up the car I drove it around for a little while to mAke sure it was good but after just barley getting close to home the car broke down again. This time they had the car towed to [redacted] and apparently told them to "get the check engine light off and running" said the guy at [redacted]. I got the car back and this time it lasted about a week and it broke down again. Now Russ Darrow is saying they made reasonable effort to fix the car and won't fix it anymore..Desired Settlement: I just want them to take the car back because [redacted] had said if [redacted] couldn't fix the car the would entertain giving me my money back but I guess that wasn't his call. Still unfair to me.

Business

Response:

As stated on the phone to you yesterday, you purchased a as is used vehicle with no implied or stated warranty. A consumer has the right to have a third part inspection done of any vehicle they are interested in purchasing. You chose not to have this done and as such you signed a contract and took delivery. In the State of Wisconsin there is no 3 day right to rescind nor is there any stated warranty that a dealership must provide any service on the vehicle free of charge under any circumstance. You had an issue with the vehicle immediately after taking delivery which we tried to rectify. We thought the fix was successful and then something else happened. You again brought the vehicle back and we fixed another issue that presented itself. As you stated you drove the vehicle around and thought that it was also fixed just to have it break down again. Obviously what we had done did not fix the issue and as such we sublet the vehicle to a third party that specializes in these types of sport vehicles. They found the cause and fixed the issue. Since taking delivery Russ Darrow has covered every issue you have had with the vehicle with no money out of your pocket. After the third party vendor fixed the vehicle it was in working order for just over a week and then you experienced another breakdown. At this time since [redacted] was the last company to fix your vehicle you will need to contact them to try and rectify the issue that you are experiencing. The contact name is [redacted] and he is willing to work with you. That is not to say that they will be providing anything free of charge but they are a reputable company that stands behind their work. Also, as you know after we paid for the last repair you signed a statement indicating that you understood that any problems after that invoice would be your responsibility and Russ Darrow would no longer be participating in any aspect of any repair unless it was paid for by you. I understand and an sympathetic that you do not have a working vehicle and that it is causing a disruption in your life, but Russ Darrow did not force you to pick this vehicle and we did not force you to sign a contract and take delivery. All vehicles as you know can have issues at any time with or without warning and sometimes the issues are intermittent and there is no way to diagnose the underlying issue without fixing the obvious issue first. As stated to you on the phone, I will help you in any way that I can, but I cannot offer to fix the vehicle free of charge again.[redacted]###-###-####[redacted]

Review: Purchased a 2013 Dodge Dart (sales assoc./Libby Case) on 5-12-15. After delivery to our home in [redacted] the following day the check engine light came on. Contacted Libby on the13th about it. Said nothing to worry about it happens to Darts when they get wet. (Talked to [redacted] ###-###-#### Tomah and gave the vin # so he could check. No such problem ever that he could find, light should not come on for water.) Many texts to Ms C[redacted] with always another excuse or explanation. the list of problems are: check engine light has come on 3 times-only 1 when it rained. broken sun visor, broken vent, a/c makes fan noise, chip in windshield repair failing-had checked by A&A auto repair. Said yes it had been repaired and is failing. [redacted] contacted the sales manager at Russ Darrow on 5-24-15. Told him that we just wanted to return the Dart and have this over with. I was told not possible, that they had already put money into the Dodge Ram truck (that I traded in on the Dart.) That we missed the window of 3 days to return the Dart for another vehicle. (Not the Ram Truck) then he offered to check out all of the inventory for another vehicle that might suit Kyle. Shortly after I was contacted by Nicole P[redacted] of their legal department asking for my attorneys information. At this point he is in Madison until tomorrow. Also there was no inspection report for the Dart at all included in the purchase papers.Desired Settlement: Just want to get this very bad experience behind me with a positive outcome of my truck returned.

Business

Response:

I'm sorry that you are experiencing issues with the vehicle. I spoke with your mom for a short time and she only stated that there was a check engine light issue, failure of chip repair and a faulty visor. I was unaware of any of the other problems. All vehicles are sold as is with no implied or stated warranty. Warranties are available to purchase to help with repairs after purchase. We do allow all customers a 3 day exchange and in your case since the vehicle was delivered to you, you would have had a 3 day right to rescind. These timelines are very strict and cannot be changed. As for the trade vehicle, if the car would have been returned within the 3 day window, we would have had to return the trade even if we did work to it. Outside of the window, the truck would have to be purchased back through the dealership. After the conversation with your mom, her parting words were you will be hearing from my attorney. I did ask her for the name of the attorney so that I could talk to him/her and go through the details of the purchase so that they could explain to your mom how a contract works, why this is not a lemon and what recourse she would have.I would be more than happy to speak with you or the attorney going forward.Nicole P[redacted]###-###-####