Russ Darrow Group, Inc.

Review: Had service on 2002 Honda Odyssey on 5/23/13 for a check engine light/tcs lights that stayed on. I was told by [redacted] (the service writer) that replacing the spark plugs and replacing the EGR valve would fix this problem for the near future. I paid $445.15 for the above services on Discover, and in less than 24 hours, the check engine light came on again. I called Russ Darrow the next day, and told them what happened. I returned to the dealership the following Saturday (6/1/13). They performed another diagnostic, and told me they feel they did what they were supposed to, and had no answer for why the check engine went back on. They said that additional work could be done to try and fix this problem, but since I already spent $445.15 on the repairs (because I was told point blank,it would fix this problem), I refused to spend more money on this. I did not need the new spark plugs, or the EGR valve if it did not fix this problem. I spoke with the [redacted], but he would not budge with the bill. We then disputed the charge with Discover. Discover requested documentation from Russ Darrow, but they refused to supply this to Discover. Discover then withdrew the payment of $445.15 from Russ Darrow. Russ Darrow then turned around and sent us a bill for $445.15, and said if we do not pay, they will go to small claims court. We called Russ Darrow on 8/6/13, and they still refused to supply Discover with the documentation requested.Desired Settlement: 1) we want Russ Darrow to supply Discover with this documentation of services provided.

2) If Russ Darrow refuses this, we feel that Russ Darrow has something to hide, and a billing adjustment is warranted.

Business

Response:

I’m sorry that you feel that you were in appropriately charged by the service department located at the Honda Russ Darrow dealership. The price that you were charged and paid on your Discover was the charge associated with the service that you received. It sounds like the service you received did not take care of the whole issue. This is not something that any service department can guarantee. The technician can diagnose a problem and there may be additional problems occurring simultaneously that create a larger issue.

As for the dispute with Discover, you are correct that Discover asked for a response in relation to your chargeback request. By the time the request was received by a dealership staff member, it was too late to respond and Discover charged Russ Darrow the full amount of the service bill. The request from Discover specifically states the following:

Sales ticket was not provided within timeframe on the Retrieval Request. Discovery will not allow this chargeback to be reversed regardless if sales ticket is now provided. (Please see attached request from Discover)

Based on the letter received from Discover, Russ Darrow’s only recourse to obtain the money for the service received was to initiate a collection matter. The amount is outstanding and is due regardless of Discover Card’s chargeback. You received the service and the bill needs to be paid. The collection action will remain on your credit until such time as the account is paid in full.

If you would like to discuss this in a civilized manner, unlike the last phone call, I would be more than happy to explain the process to you.

Business

Response:

On 9/16/13 at 3:37 p.m. I spoke with [redacted] in the dispute department at Discovery. She stated to me that Russ Darrow cannot for any reason provide information to Discover any longer for any reason. The time period in which we had to respond obviously still remains in dispute. The letter that I provided in response to this complaint is the only letter we received from Discover. As I have previously stated to you, the individual who responds to these situations received the letter after the response was due. It is not that Russ Darrow does not take these issues seriously, it is that the information provided to us was not received in a timely manner. Whether or not there was a delay on our end, I cannot state with any certainty. This outlet that you chose, to dispute with Discover, is not an end all be all answer. The customer has the right to dispute charges, and the dealership has a right outside of the dispute process to seek full reimbursement for services rendered.

The compromise that you are suggesting is not a fair settlement in my eyes and therefore it is respectfully declined. The original offer that I made still stands and will continue to stand during this complaint process. You had already received a discount on the service by utilizing a service coupon. These coupons do not get stacked and also are not available to be utilized with any other discount. The labor discount that I have offered you is a goodwill gesture as I do not see where Russ Darrow has erred in this situation.

Consumer

Response:

Review: On September 15, 2014, my vehicle was repaired by Russ Darrow on [redacted] in Milwaukee, Wisconsin. The window wouldn't vent or open completely. The repair was considered guaranteed. Now that I contact the business, they tell me the guarantee/warranty expired two months ago.Desired Settlement: I am expecting the window to be fixed with full functionality. If the repair will take longer than 24 hours, I am expecting a vehicle to use during that time.

Business

Response:

The work on the window was originally done under the manufacturer 36/36000 mile warranty. The factory warranty was expired at the time you had the next issue with the window, 14 months after the original issue. Also, the warranty under the window itself, aside from the factory warranty would have expired upon the 1 year mark, which was in September of 2015. You brought the issue up to the service department in November, 2 months after both warranties were expired. If you would like to have an estimate for the work to be completed, I would be more than happy to get that for you and offer a 10% discount on the labor rates.

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

Consumer

Response:

Review: I traded in my 2008 Chevy Trailblazer on July 5, 2014. I had to mail a key for the lock, pin & trailer hitch cover that was on the vehicle to the dealership and asked for the items to be returned to me. After several contact attempts and over a month later I was finally told that the lock and pin had been destroyed but the trailer hitch cover was mailed to me about 2 weeks ago. I still haven't received anything. I had also been told I would get free oil change coupons mailed to me I had to make several contact attempts and finally received these a over month after purchasing my new vehicle. When I contacted Russ Darrow I only received one response from someone other than my salesperson and she was of no help in the matter. My salesperson made some comments to me that were quite frustrating and inappropriate.Desired Settlement: I would like them to acknowledge their lack of customer service and that the comments made by my sales person Joe Larson were uncalled for. Would also like them to acknowledge their lack of response. I would still like my original item (Scooby Doo hitch cover) returned to me. I would also appreciate a check or Visa gift card in the amount of the free oil change coupons, as I don't plan on ever returning to Russ Darrow after this experience. I would gladly return the free oil change coupons as well.

Business

Response:

After reviewing your complaint, I contacted the service department that would have mailed the trailer hitch cover back to you. After some looking around, they found the box and the packing slip. This was sent to you as of today's date and I am attaching the tracking slip for proof. Also, as for the coupons for the free oil changes, these are generated for every customer who purchases a vehicle from our dealer group. As such, they are mailed to the customers within 6-8 weeks after delivery of the vehicle. You received the coupons within the allotted timeframe in which we allow due to the size of our group. I cannot provide compensation in lieu of the free oil changes.

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Business

Response:

After reviewing your response, I apologize for the way in which the entire matter was handled by my dealership and myself. We are in the business to sell vehicles. We cannot do this unless we have customers such as yourself. We try to succeed everybody's expectations, but sometimes we fall short. We use every complaint as a learning and training tool so that we do not continue to have repeat issues.

Again, I apologize for the way you were treated. I will be forwarding your complaint and response directly to [redacted] so that he can deal directly with the staff.

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Consumer

Response:

Thank you I greatly appreciate that. One other thing is that I know Joe Larson had mentioned that he was waiting for another trade in to come in order to get a trailer hitch pin to replace mine which was damaged however the one that I received is nothing like the one that I had and is also in worse shape than the one I had. Also he should not have told me it was mailed out 2 weeks ago when in fact it wasn't. I appreciate the fact that he was trying to replace it but he should have told me right away when he knew my items were damaged instead of with holding that information from me. It would also have been nice to be informed that the oil coupons don't get mailed until 6-8 weeks after purchase. I also feel that I was somewhat pressured into buying my vehicle that day so much so that I actually in fact regret my purchase as not only is my interest rate higher but my budget is now tighter than it was with my Trailblazer. I also feel that the time I spent at the dealership the day of purchase was perhaps a bit unreasonable. We were there about 3 hours or more and spent about over an hour of that just waiting to get into sign the papers. I know you are in the business of selling but your people including the finance person should not pressure people and when someone says no they should accept that. Again thank you for your apology and for returning my item as I requested.

[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 arrived at the dealership around 12 noon on march 9 due to the dealerships offerings for me to come in based on a roadloans approval. I spent two hours waiting for the vehicle and another 3 hours waiting while the employees diligently worked on completing my deal through their bank instead. I finally received an approval through Wells Fargo bank. Next was my employment verification. I furnished my check stubs, W2 forms and printouts from my UHC HR website. There was still a verbal proof needed. Icontacted HR and tried to pass the phone when Mr. [redacted] began to be rude. Stating; who is he on the line with? And why did you allow him to call? We got past that verification and I was told I'd be taken right in to finance to sign and drive. The salesman that was assisting me came back and said I had to wait more and that someone was going before me. I asked the [redacted] if we get get the ball rolling and that I had been with the dealership for 7hrs. He began to get obnoxious explaining that it isn't up for debate and that I had to go back and wait. I asked was that how the company conducts cust ser. He replied; I have the opportunity to refuse this sale. I asked why did our conversation go that direction and Mr [redacted] pointed at the exit door and told me; That's it, get out. I asked for my downpayment back and left out.Desired Settlement: I want to complete my my paperwork on my loan approval and the vehicle delivered while being treated as a human.

Business

Response:

It is my understanding that this issue was resolved to your satisfaction last night as you took delivery of this vehicle.[redacted]

Called to confirm that they still had a car that had been sitting on their lot for months and was still listed in their online inventory. Donovan says "I'm looking right at it"; Ashley [redacted]ays "It's right here, let's set up your test drive", even had her email me the online price. I drive the two hours to get there (I had told them I was driving 2 hours to get there) and wow, but that vehicle was JUST sold, moments before I walked in... riiiiight. They would be happy to show me other vehicles though.

Review: My wife and I purchased a 2010 Dodge Grand Caravan through the dealership located in [redacted]. At the time of our purchase, we were made an offer that had a very high interest rate, which we were prepared for. We were told by the salesman that all we had to do was make this payment on time for one year and then we could come back in and refinance for a better rate. Upon completing the first year of on time payments, we called them up about refinancing, we called a [redacted] location because the [redacted] location closed. We were told at this time that we could not refinance because there were credit score requirements and that it typically takes 2.5 years to be able to refinance. This is in direct contradiction to what we were told when they made the sale. The finance manager we dealt with at the time of purchase was [redacted] and the individual we called to refinance was [redacted].Desired Settlement: We bought this vehicle because we were led to believe that we could lower our payment by at least $100 per month through the refinance. We think it is only right that the dealership, because they sold us the van under false terms, should reimburse us that $100 per month for the remainder of our loan from December of 2014 and on.

Business

Response:

I have reviewed your complaint and spoken with the staff at the [redacted] location and they indicated that the reason you were not eligible to refinance your loan was because there was derogatory credit added to your credit file since you purchased the vehicle and you owe a bit too much on the vehicle. When we sell vehicles, we do inform our customers that we have a refinance program that you can utilize after a period of 6 months to reduce the interest rate on your current loan. Some individuals are accepted after 6 months and some need to wait an additional period of time. We cannot guarantee that you will be able to refinance since we do not know what will happen to your credit during that time.The dealership stated that you should wait a while longer and pay additional to your principal to have a better change of getting an approval.[redacted]###-###-####/direct

I was interested in purchasing a car advertised by Russ Darrow on Auto Trader for $8950. After test driving and serious consideration, suddenly the salesperson presented a financial sheet listing the price at $10,500 instead. He tried repeatedly to explain some strange logic involving not offering him a trade-in. We walked out. The salesperson then actually called me to try to -re-establish a relationship and complain about my son's 'hostile behaviour' when both my son and I confronted him about this bait and switch on the pricing. Neither my son nor I ever threatened the saleman, and did not use foul language at any time. I will pursue other forums to be sure the salesperson and the dealership don't do this again to a less aware buyer.

$1,900 CAR CARE RIP-OFF - When you sit down to process paperwork, they tack on $1,900, I believe it was - for what they claim is a preventive package against corrosion, spills, scratches, etc. inside and outside your vehicle. They claim this is something they "automatically do to all their vehicles, and that it is not an option to decline this aspect of the purchase. However, when I told them we were leaving without purchasing from them, they were "suddently able to skip the preventive package due to special circumstances".
They also frequently advertise rebates ($2,000 when we visited them) that, when you get there, they claim you don't qualify for. We watched many people leave for this reason.
Avoid the lies, deceits, excuses, and sneaky practices of this dealership and use your regular reputable dealer. We are from the Tomah area, and for now on we will deal locally.

Review: The last week of October 2015, I visited the show room to request to have several car brought from Waukesha lot for a test drive. I had located the car online and live in Milwaukee. Upon entering a [redacted] helped me. I explained to him I have a loan, no need to do a credit check, I just want to test drive a car in Waukesha lot can he have it brought to their lot. despite my forwardness to have the can brought to Milwaukee for a test drive and not to run a credit check he insisted that I had to fill out the application in order for him to request to have the car brought to the lot. I continued to say I have a loan and don't run a credit check on my credit. He excused himself with application in hand and came back to tell me I qualified for a car loan. I told him I know. Did you run a credit check he tells me no.I left after telling [redacted] that I would return when the car came. Before I could get home my credit monitoring service alerted me that I had a new hard hit inquiry on my credit. Upon investigation it in fact was Russ Darrow. I called Mr. [redacted] and told him that a hard inquiry was placed on my credit by Russ Darrow when he assured me that there would not be one. He keep saying it wasn't a hard hit. I told him yes it was and I wanted it removed because I explained to him I have a loan already. He told me he would check into it and call me back. No return call ever came. The next day I called and left message on the CEO's phone about the situation and no return call. I only came to the lot to have a car brought in from another lot to test drive, I explained I had a loan and was very insistent that no credit check was necessary but instead [redacted] proceeded as if I had not done my own personal homework, and requested a hard hit on my credit when I didn't even have a car in mind and I had not test drove one either. Now I have a lower credit rating because of this deceitful practice. I would like the credit check, hard inquiry removed from my credit and some customers satisfaction.Desired Settlement: To have inquiry removed and customer satisfaction.

Business

Response:

I'm sorry that you had a negative experience at the dealership. It is normal procedure to have a customer fill out a credit application to see if they have the means to purchase a vehicle. In your case, if you didn't want your credit bureau pulled, the customer has the right to leave out the identifying information on the application to assure themselves that their credit will not be ran. However, you filled out the entire application and signed it acknowledging that your credit would be ran. Because you filled out the entire report and signed it we cannot legally remove the inquiry. Also, it has come to my attention that you were back at the dealership yesterday with the intent on purchasing a different car. If I can be of any assistance to you with the, please let me know.

BAIT and SWITCH – with two cars!
Had great recommendations for Russ Darrow used cars.
Called one night to see if they had the advertised “Car A” on the lot, they did, and would not let me reserve it, but scheduled me for a test drive in the morning. I indicated I would be driving from halfway across the state, and would like to be informed if the car sold so I didn’t have to make a trip for nothing.
I got a cryptic message after their business hours, indicating that they could not find “Car A” but hoped to find it by the morning. Tried to contact them in the morning and got a phone call just as I was going out the door to drive to the dealership (two hours before they opened).
“Car A” could not be located! But they sent me info on “Car B” and “Car C”- Comparable newer and more expensive models. “Car B” was the same make and model, so I figured I could test drive that while they kept looking for “Car A”.
I arrived at the dealership 20min after opening with no customers to be seen. We have a seat, as the Saleslady tried to find our cars. After many minuets she comes back and says “Car B” sold this morning and “Car A” can’t be found. “What about Car C?” “I do not want Car C.”
(35min after arriving) Her response is to test drive “Car D”, similar but Even More expensive than previous recommendations! After a short, angry-silent test drive, I indicated that I had no more time, and had to drive across the state to get back to work on time.
“If Car A is not sold today it is being sold to another dealership today!” she announced at my statement of needing to leave. “If you DO find Car A, please hold it until tomorrow so we can look at it.” I asked. “What about Car D?” she asked, as I walked away. “I need to do research on Car D” I said, while walking. “But Car D is a good car!” “I need to go. If you find Car A, call me.” She never called, wasted 5 hours of my life, and I was late to work.
EXCUSES: HOW DO YOU MISPLACE A CAR? HOW DID A CAR SELL IN LESS THAN 20 MIN?
RED FLAGS: TODAY ONLY, THE PRICE KEPT GOING UP, THE CARS I WANTED MYSTERIOUSLY DISAPPEARED.
I hated car shopping, and now I loathe it. I will not by the car even if they “find” it.

Review: I bought a vehicle on October 28th, 2013, from Russ Darrow Group, in West Bend, Wisconsin ([redacted]). [redacted] was [redacted]. My wife

[redacted] was witness to the following events. Mr. [redacted] told me that due to my being self-employed and a

lower credit rating, the only way I could obtain financing was for me to go through “Smart Payment Plan”,

which would debit the payments from my bank account. Mr. [redacted] told me “Smart Payment Plan” was in

conjunction with Chrysler Credit. I had asked him how “Smart Payment Plan” got paid, he told me they

were funded by the lender, as it was in the lender’s interest to get their payments on time. He also told me

the plan would reduce the number of months of repayment, saving me money on interest. I had clearly asked

Mr. [redacted] if I could cancel the recurring payments at any time, and he assured me that yes, I was under no

obligation to keep paying through this service, and there was no charge for canceling. Mr. [redacted] asked me

for my bank routing and account number and wrote it down, saying this was all he needed to start the plan. I

proceeded to sign many vehicle purchase forms, but there NEVER was any contract or form for this “Smart

Payment Plan” (which I was lead to believe was a branch of Chysler Credit, not a 3rd party company). After

my vehicle purchase, I only received one initial statement from Chysler Credit in the mail, and a payment

schedule from “Smart Payment Plan” via e mail. On March 2nd, 2015, I decided to call “Smart Payment

Plan” to see what the balance on the loan is. An agent answered on a “speaker phone”, kind of carefree and

unprofessional. He gave me my account number with Chysler Credit (as I had not gotten any statements

from the lender, which leads me to believe “Smart Payment Plan” either intercepts these, or told Chrylser

Credit I did not want statements? What kind of sneaky tactic is that?). As this operation now seemed “fly by

night” to me, I inquired about canceling the payment service with them. The agent told me there is a $25.00

“per month you have outstanding on the loan” cancellation fee, and if I canceled, I would be charged

$1200.00! He also told me “it’s not our fault, the dealer should have told you this, we get this all the time!”

I was also told this was the terms of the contract, to which I said “what contract?” The agent told me he had

a copy of it in front of him. If you go to the “Smart Payment Plan” website, at ww.smartpaymentplan.com, it

clearly states “If you are not completely satisfied with our service, cancel anytime. We guarantee your loan /

bill payments are on time. We guarantee your satisfaction” AND MAKES NO MENTION OF

CANCELLATION CHARGES. Additionally, the agent I spoke with told me that I CANNOT cancel or

change a debit payment, however, their website states “Call us more than 3 days (or 72 hours) before a

scheduled debit. Just all us, and we’ll reschedule or stop your automated plan. You’ll need to make payment

to your lender on your own. You can stop or restart the program at any time” AGAIN, MAKES NO

MENTION OF ANY CHARGES. Now I received my so-called “contract”, of which I HAVE NEVER

SEEN NOR SIGNED!! It has some bogus “electronic signature” on it. THIS IS FRAUD. I never authorized

this, nor received a copy of it. I SIGNED AT LEAST 11 DOCUMENTS THAT I HAVE COPIES OF,

DON’T YOU THINK THAT IF I SIGNED FOR THIS I WOULD HAVE A COPY?? I also have an

“Acknowledgment of Receipt of Documents” official form, and this supposed “Smart Payment Plan”

contract is not on this list! I was SHOCKED to see that I was somehow charged a “Lifetime Enrollment

Fee” of $399.00!! I was NEVER told this, never authorized this, never purchased this. This must have been

“buried” or “hidden” in my motor vehicle purchase contract somewhere! Additionally, I am being charged

$1.95 per debit, when I was told this was a “free service, and could cancel at any time”. This company

needs to be investigated for fraud and false advertising. I will be forwarding my complaint to the Attorney

Generals in both Florida and Wisconsin, as well as the Revdex.com, and the Federal Trade Commission (which

appears to have opened an investigation on this company already.)Desired Settlement: Refund of $399.00 Lifetime Enrollment Fee, refund of any other monthly fees. I would also like Russ Darrow to make a legitimate effort to find me refinancing on my vehicle as they had promised (not just call one credit union, tell me I was denied for credit, and then try to sell me a new vehicle, which is what they did).

Business

Response:

I am dealing directly with a DOT Investigator regarding this matter since you filed a simultaneous complaint with the Wisconsin DOT and in an effort to make this matter resolve quickly I will respond through the other matter since there is a mediator that represents the interests of both parties.If you have any questions that I can handle directly, please feel free to contact me at ###-###-####.[redacted]

We purchased our vehicle and the customer service was extremely poor. They only care about pushing out vehicles. We replaced the brake pads as it was spuing brake dust all over the van. The fan blower motor was bad and howls and they would do nothing about it. It had a middle roof storage compartment that was taped up, we were told it would be fixed and was not. A $6.50 clip part, seriously. It was in no way detailed it was filthy. There was only one key fob of which I asked about the second I was told they would check as we wanted a second. Deal was done and on delivery day we got there and to our surprise there was only one. It will cost you $150 for the second and another $50 to program it. It also had a huge hunk of paint missing and of course the touch up paint they don't have. Also the rear bumper guard was broken but you have to pay full price to buy it and then installation. These people don't care about you or the vehicle you are purchasing. You are a number to them and when they called to see how all was going and reviewed all problems, we'll let me talk to my manager and I will get back to you. After many phone calls back and messages left cause you know that the cowboy was avoiding you I still never received a phone call back. And it was funny how contract was done with one name final contract was another and yet neither of those two people we our sales person, Leif. Funny is it not?! Seriously do not go to this dealership unless you want to be a number! Super u satisfied and will never go back.

Review: My husband and I purchased a car on April 5th, 2014 from this dealership. We were issued temporary plates that expired on May 6, 2014 because we bought from out of state and paperwork could be completed at that time for registration. We were instructed that we would be mailed two different checks in order to register our car and also a certification of ownership. I called the corporate office on Friday May 2, 2014 to let them know we had not received the certificate of ownership yet and that our plates expired that following Tuesday. We were assured it had been mailed out and to call back that Monday if we had not received it yet. We did receive the certification of ownership in the mail on Saturday May 3, 2014. On Wednesday May 6, 2014 we went to the dmv with our checks and certificate of ownership to register our car. Neither check we were sent was for the correct amount. The registration for the car was $120.00, but the check Russ Darrow sent us was for $168.00. The taxes for the vehicle are $975.44, but we were only sent a check for $787.94. I called Russ Darrow that same day to let them know of their error. I only talked to the receptionist, but I was told we would get new issued temp plates overnighted to us and to expect the corrected checks in the mail in approximately one week. The next few days came and passed, still no temp plates. I call back on Friday May 16, 2014 and speak with [redacted], our saleswoman, who proceeds to tell me they cannot issue us new temporary plates and gives me a number to call on Monday for their corporate office. I called the number [redacted] gave me on Monday morning and talked to a woman named [redacted]. She told me to mail back the old checks and when they received those, they could then issue us new checks for the corrected amounts. She also assured me that temp plates would be overnighted to us. We never got these either. So I called [redacted] back on Wednesday May 21, 2014 to let her know we did not.receive the plates, yet again, but that I had done what she requested and mailed the old checks back to her. I was then told she was going to call the dealership and get me a tracking number for our temp plates to ensure they had been sent out. I never recieved a call back from her and i've left numerous voicemails. I see no resolution to this problem in the near future and wouldlike to hear from the dealership as soon as possible to find out how they plan to remedy this situation. Selling us a car tgat is not able to be registered is just as bad as selling us one that does not run. Our plates have now been expired for 14 daysand I have not heard one apology, ive only been lied to. If this matter is not handled promptly, I will be seeking legal counsil.Desired Settlement: We need to immediately be sent new temporary plates and checks for registration and taxes.

Business

Response:

After reviewing your complaint, I apologize for my titling department's failure to properly calculate the registration and/or tax due on your vehicle purchase. Normally when confronted with an out of state title, such as yours, the sales tax is calculated based on the percentage of the county. It is my understanding there are sometimes additional fees or added percentage depending on the city as well. Since we do not have access to the Illinois titling department website, nor can we title out of state vehicles, we send out checks based on what is collected on the purchase contracts. Sometimes they are calculated accurately and sometimes there are greater or lesser than the actual tax that is due. The customer is liable for the difference or receives the overage. However, it is my understanding that the new checks were sent to you and the temporary plate was overnighted to you.

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

This dealership is engaging in bait & switch tactics and poor business practices. We went to look at a vehicle on an evening, and we liked it but were unable to stay late that night to negotiate a sales contract. We asked what their policy was to put the vehicle on hold until the next afternoon so we could return in daylight to complete the transaction. We were told a credit card would hold the vehicle and we agreed the hold would be released if we didn't return by 5-5:30 the next afternoon. We arrived at 4:30 and were met by the salesman we had initially begun dealing with; who indicated the vehicle we wanted was on a test drive? How is this happening if it was on hold? Turns out they feel they are not obligated to operate in good faith and forget courtesy. The Used Car Mgr. indicates that he told us that they wouldn't hold the vehicle, but when I indicated he never spoke to us, he blamed it on the salesman. Seven employees were milling around when the salesman spoke to the Used Car Mgr, when I asked how to get the vehicle held until the next day. Matter of fact, they test drove our trade vehicle and scribbled a price on a piece of paper while we waited for the vehicle to return. Then they allowed the other customer to negotiate a deal, telling us the disposition will take minutes. It took over an hour and they still left us in limbo. This all happens via the Used Car Manager who is a liar, with the GM overlooking. My time has value, and this business has lost a potential customer. I think they are unethical and I will not solicit a car purchase from any Russ Darrow group dealer because of this. What happened to customer service?

I have been to Russ Darrow Kia in Madison on two occasions this week. One Tuesday 11/12/13, I test drove a 2013 Optima for the first time. I spent my test drive with [redacted], the “sales person” who knew nothing about the vehicle. Apparently Russ Darrow will bring in a sales team to assist with this large sale, so the person I ended up with works for [redacted] and knew nothing about the brand. I was the “Kia girl” when he talked to me. On our 20 minute test drive I learned all about his life story of divorce, his father’s dementia, his teenage daughter’s loser boyfriend and his new girl friend’s acceptance of his kids….but wasn’t shown how to use the navigation. Despite the torturous test drive, I went to discuss the possibility as I liked the vehicle. Upon my return to the dealership, [redacted] tried to get all the information he could from me to make the deal. I upfront let him know that I would not make any decisions without my husband there. Somehow, I end up speaking with [redacted] (who works for Chase--where are all the Kia employees) who made the event that Russ Darrow is putting on sound awesome! We talked financials. I was honest and let him know that I have a leased vehicle and I would love to bring back my husband to make a deal but the determinant to my bringing him was getting out of my lease. [redacted] was very nice and talked about all of the credits I was going to get: $1500 for military, $2300 for coming in on a flyer, nothing owned on my lease as he was allowed $4500 to buy people out of their leases. He really suckered me in, telling me all about Capital One/Chases initiatives to help the population from being upside down in their vehicles. I thank him for his time and let him know that I will be back on Saturday with my husband. I called [redacted] on Thursday, as I found a vehicle online that I wanted him to have brought in from the Waukesha location. It was listed for $26,396 online (and still is by the way). I was not surprised with the deal. I bank with USAA and they provide discounted dealership quotes and quoted this exact vehicle for $26.038. [redacted] said that having the car brought over would be no problem at all. I thanked him and let him know that I would be there on Saturday. This morning, my husband and I go to the dealer. They were prepared and had the vehicle pulled up front for me. We test drove the vehicle and fell in love. Until the financial talk comes. Even though this car #WK14157 is listed online for $26,396, I was brought financial numbers in the $32,000 range. I was extremely confused as to how the price went up so significantly. We went back and forth a couple of times before we were again dealing with [redacted], who is now telling me that I qualify for a $500 military credit, that the flyer is only for used cars, and I need to take care of over $2,000 for my lease. (I only owe two more payments—less than $1,000, but somehow they wanted me to pay over $2,000). Extremely irritated at this point, my husband and I let him know that as bankers of USAA, we would be able to get the car we wanted, options and all, for $25,568. We walked him through the app, showing him the numbers. You would think that since Russ Darrow Kia is a “certified dealer” that they would honor the price. Instead they flat out said they could not help up. [redacted] brought out the invoice for the car and showed us why, but #1..you have false advertising, #2 you tell people $ amounts you do not honor, and #3 you associate yourself with USAA as a certified dealer and don’t honor the price. BOTTOM LINE: Russ Darrow Kia of Madison runs an awful business. I will not be returning, and will be sharing my story wherever I can. Hopefully Russ Darrow will think twice about allowing people who do not even work for him spoil his customer base.

We came in today because my wife needed to trade her car in for something new. Our salesperson was very knowledgeable, and found exactly what I was looking for. My sales person was very helpful in explaining how everything in the car worked. They were very patient and worked with us to help us out.

This was one among the foremost pleasant experiences we've had. When we are within the marketplace for a replacement automobile they're my 1st choice! We were very impressed! Thanks very much for the good service.

Review: I purchased a Jeep Compass from Russ Darrow on Saturday, April 2, 2016. I did a plate transfer from my old vehicle to the Jeep I purchased that day. I was charged for new plates and I didn't get new plates. The man doing the paper work told me I would get a check in the mail within the week and I have not gotten a check yet. I have made several telephone calls with no results and several emails with no response at all. How do I get my $75 back? I feel it has been a fair amount of time to wait for my refund. I didn't make the mistake they knew from the beginning I was doing a plate transfer. I look forward to hearing from you.Desired Settlement: I would like a full refund of the $75 I was charged for plates I did not receive or need.

Business

Response:

The check was sent on or about April 27th and cashed by you on May 9, 2016.[redacted], Corporate Paralegal

Review: I purchased a jeep grand Cherokee Laredo 2011 on 6/24/15 .I noticed a creaking sound from under the jeep. I contacted the dealership salesman that I worked with .He set up an appointment for me on 7/13/15.They looked the jeep over and told me the rack and pinion should be replaced and my brake were bad. I asked them to repair it. They told me they would not cover the cost. After talking to the manager he said they would pay for half. This is a safety concern and should have been taken care of before I purchased it. They told me it is not a safety concern. I asked if the rack and pinion is lose and making a creaking noise that would be a safety issue. He told me it's not lose. I asked then why is it making a noise and should be replaced. He said he didn't know why.Desired Settlement: Repairs to be completed at no cost to me.

Business

Response:

I'm sorry that you have experienced an issue with the vehicle after purchase. All sales in the State of Wisconsin are AS IS with no implied or stated warranty. A consumer has the option to have the vehicle inspected by a third party prior to purchase. It does not appear that you did this or brought to our attention any issue with the vehicle prior to purchase. I have spoken with the service manager and the general manager and they have both stated that the steering rack does not need to be replaced. They stated that there is a noise coming from it and from a safety stand point, there is nothing wrong with it, however, there is a noise which is more of an annoyance issue. If you would like to have the steering rack replaced, we would be willing to split the cost with you as a good faith gesture, however, we cannot agree to pay for the entire service as there is technically nothing wrong with the vehicle and the disclosure on the vehicle was filled out appropriately.If you would like to utilize the 50% discount, please contact me to set up an appointment.[redacted] M. P[redacted]262-532-2016/direct

Consumer

Response:

Review: On Dec. 12th we brought a vehicle into Russ Darrow Kia Fond du lac for service on our 2006 Chevy Trailblazer. They were suppose to diagnose a problem we were having with our 4wd. Russ Darrow Kia hooked up our truck to there scanner to detect the problem. After they clearly told us they have a generatic scanner and they couldnt detect exactly what the problem was the truck would not start after this. We never had a issue with the truck not running. We then had to have the truck towed to a chevy dealer. Now we had to have Holiday Chevy in Fond du lac diagnose why the vehicle wont start. We feel Russ Darrow Kia should pay for them diagnosing why it wouldnt start. Russ Darrow Kia had to of triggered something to make it not run. Attached is the letter sent to russ darrow kia that we never received a response and the bill from Holiday Chevy.Desired Settlement: Russ Darrow Kia should pay for the cost of Holiday Chevy to diagnose our vehicle not starting.

Business

Response:

After reviewing your complaint and speaking with the [redacted], we are all in agreement that it is unfortunate what happened with your vehicle, however, hooking your vehicle up to a diagnostic monitor will not cause the issues that you experienced with your vehicle. However, in spite of this, we will be sending you the reimbursement that you are seeking in the form of a check and as a customer goodwill reimbursement.

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.