Russ Darrow Group, Inc.

I have reviewed your deal and corresponding service file and it is notated that we contracted a third party company to do a windshield chip repair on or about April 30, 2015. The repair was within standards and did not surpass the threshold to replace the windshield. The repair was present at the time of the test drive and if it was a problem it should have brought up at the time of the negotiations for the vehicle. All vehicles are sold as is with no implied or stated warranty. A new windshield for this vehicle is approximately $675. We will agree to pay 1/of the repair on your behalf. The repair would be through *** *** ***. If you wanted to call around and see if you can find a cheaper windshield, please feel free to do so. I will agree to pay 1/of any estimate that comes in lower than the company that we utilize.Please let me know what you would like to do.Nicole P*** *** ***###-###-####/direct

Thank you for bringing this matter to our attention. It is my understanding after our phone conference this evening, this matter has been resolved with you directly.If I did not interpret our conversation correctly, please feel free to contact me at ###-###-####.*** *** ***
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I think that if people bring their vehicle to be worked on, that service should be done.if for some reason that the work done on someone's vehicle has a defective product or gob is not done right, causing a customer to get the job done at another establishment, for the same thing that you already paid for, only to be told that the part or parts are badAlso I never thought that if people are getting their vehicle worked on and for some odd reason something breaks that the customer is responsible for what happened while the shop was working on your carRegardless if a vehicle is twenty years old, or a hundredI feel like just because your a big company does not give anyone the right to do customers anyway that they wantI won't be going back to this place of business anymore, for the bad service that I had to endureWhat ever happened to being a world class company to your customers

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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 *** and if anything else can be done, I will deal with him directly.Thank you for brining this to my attention.*** ***
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[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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

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 *** 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 deal processers for all of the 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 hours. This is why the vehicle was still showing active in the computer when you spoke with ***.Once you got to the dealership, there were additional wrongdoings by the management staff. I can assure you that this was brought up with *** *** *** *** *** *** *** who oversees these individuals. This is not how we conduct business nor how we have stayed in business for almost 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.*** ** *** *** ***###-###-#***

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

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

I apologize for the lack of response, however, since you filed a corresponding DOT complaint, I could not answer this complaint until the DOT Investigation was finalized. It is my understanding that the Investigator if she hasn't already would be getting in contact with you to let you know
that the paperwork relating to the vehicle purchase and disclosure section for the salvage brand was done accurately by the dealership. As for the titling issue relating to your previously owned vehicle and your current vehicle, this was also done accurately by the dealership and as such the Investigator will be working with the DOT in Madison directly to get the license plate issue handled. The complaint in its entirety has been closed by the Department with no recourse taken against the selling dealership.*** *** *** ***###-###-####/direct

I have received your letter sent directly to me as well as filed with the Revdex.com. I agree that we spoke on August 12, and you provided the needed bank account information in order to take a payment. I cannot give you a valid reason why the payment was not taken. I checked with
the accounting department and they stated they did not have this information in their system. Aside from this one date in August, I have not received any other payments from you nor missed any phone calls from you. You may have called in October, however, I was out of town the day you say that you called. I did not have a message to return your call upon my return to the office, days later.As for the contract, I am attaching both the finance contract and the warranty contract that you signed at the time of delivery of your vehicle. You received both of these documents as well as information relating to your warranty at the time of sale from the selling dealership. I do not have any information on what the warranty covers. You would have to call the selling dealership and speak with the finance manager or service manager to get the information relating to coverage questions. From this point forward, your payment due date is the 12th of the month and all payments should be sent to me directly at the following address:*** *** *** *** *** *** *** *** *** *** ** ***Please indicate your account number on the check or form of payment: 900-or if you wish to be set up on an automatic payment from your debit card, you can choose the 1st, 7th or 15th of the month and it will stay on that specific date until maturity of your contract.If you have any further questions, please feel free to email me directly at [email protected]*** ** *** *** ***###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]If you truly did replace the Valve Cover Gasket how come in 10,Miles it failed ? What is a time frame you would warranty the work? I would never refer or bring my Cars to any of your Service CentersI still feel that you screwed me by not DOING THE WORK I PAID FOR.In this case I guess seeing how I am dealing with a paralegal instead of the Service Adviser who did the work order YOU WIN.It is sad when you cannot trust anybody any more
Regards,
*** ***

I am sorry that you do not like the options as I have presented them to you. It is not Russ Darrow that is charging you a penalty. The penalty or negative equity that you have in the vehicle is from the terminating the lease early. As I have previously stated, we are not liable for you not properly looking over the vehicle's options. If there was only one option that you were concerned with then prior to signing the contract which binds you to the purchase, you should have reviewed the manufacturer label that is put on every vehicle and/or you should have read the paperwork more carefully. You even stated on the phone that there is an emblem that is located on the back of the vehicle, which you noticed prior to delivery was not there. *** ***, Corporate Paralegal

The service provided by Russ Darrow was not defective. The part was potentially defective. Any shop, not just Russ Darrow's receive defective parts from different entities from time to time. This is why there was a warranty on the part. However, we cannot warranty the part if it is taken to a third party shop and we are not given the opportunity to remedy the matter. As such, we are unable to reimburse you for the service.*** ***

I have reviewed your complaint with all applicable employees and managers and respond accordingly.You brought the vehicle in for front end damage due to a motor vehicle accident.  Geico approved specific work to be done and instructed the dealership to collect the $500 deductible before...

returning the vehicle to you.  Upon presentment of the vehicle, you were in a rush to leave and a walk around of the vehicle was not done with you present.  The vehicle was given a carwash and the damages outside of the collision were listed on the pre-inspection form.  The scratch notated on the passenger door was depicted in pictures that were taken prior to any work being started on your vehicle.  There was a signature notated on the pre-inspection report that was not yours, however, I cannot disclose the specifics on why or how this occurred as it is an internal disciplinary matter.  Aside from this occurrence, you contracted with Russ Darrow to fix your vehicle, which Geico approved.  The deductible that you paid was for the body work performed.  On a side note, the body shop went above and beyond and provided a free of charge repair to the passenger door mirror even though we have evidence of this being pre-existing.  In addition, we also installed a left front light bulb free of charge.  All in all, you brought the vehicle in to get fixed and paid your contractual deductible.  Due to the signature on the inspection form, we provided you additional work to the tune of $150 for your troubles.There is no additional money that we will be offering you and we cannot disclose internal employee disciplinary issues.Thank you,[redacted], Corporate Paralegal

I sincerely apologize for the issues you experienced with our service department personnel.  I would like to send you a Russ Darrow Gift Card for $100 to reimburse you for the out of pocket expenses as well as additional money to be spent on any future service needs.  I know that this will...

not make up for what happened, but I assure you that we pride ourselves on superior customer service and given the opportunity would like to show you how you should have been treated.I will mail this gift card to you at the address you provided on this complaint. [redacted], Corporate Paralegal

Thank you for bringing this to my attention.  I have left you a message to talk about an agreeable resolution.  Please contact me at your earliest possible convenience.[redacted], Corporate Paralegal###-###-####/direct