Russ Darrow Group, Inc.

Worst car buying experience in my 30 years of buying cars. The sales manager '[redacted]' misrepresented the numbers he quoted me on the phone. I called to confirm the numbers I was quoted before arriving at the dealership and was assured the numbers were correct. After picking out the car and spending 90 minutes and writing up the contract they added an additional $2k into the lease. The sales rep and manager had a variety of excuses that did not add up. I expressed my disappoint and shared that their tactics were unprofessional and unethical. Three different associates agreed they lie and do what is takes to get people in the door. What a sad day for the Russ Darrow brand

Review: dealer went back on deal of 10% at 244/mo. 350 miles on jeep before buy. excessive pressure by financial officer.Desired Settlement: reinbursement of 350 miles gas reinbursement for 2 trips. jeep fixed.

Business

Response:

After reviewing your complaint and speaking with you directly, the appointment for August 21st at 11:00 a.m. has been confirmed. As stated over the phone, the service department will fix the Jeep's molding. I have spoken with the [redacted] and [redacted] about your concerns with the negotiated/quoted interest rate and corresponding payment. They will be addressing your concerns with the appropriate staff members. Lastly, I will be providing you with a goodwill gesture that I will personally mail to your home address.

If there is anything that I can assist you with, feel free to contact me anytime.

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

Review: Purchased a vehicle in May 7 2013 for $10,000,about a month later transmission shot asked for good will gesture was denied,asked for extended warranty was denied,asked from sales,service tech,called general manager,corporate,used car manager all denied. So about month later had to spend about $3500 for a new transmission. Transmission was now under warranty. Then got the car back in august second transmission was then shot a month later end of september. Car has been in shop for 3 weeks today (since October 2) transmission was fixed but now was told an a new engine control unit has to be put it. Got call on Friday October 18 saying that for new part I would have to pay another $866 meaning in the 5 months I would have had the vehicle I would have to pay almost half of what it first cost. Asked again for any working around or manuvering to cover this but was also denied. I was also told Engine control Unit was mailed to wrong building hence the delay.Car is still in shop.

Business

Response:

I am sorry that you have had so many issues surrounding the vehicle you purchased. The transmission was not covered under any warranty or goodwill gesture due to the mileage of the vehicle at the time of purchase. This vehicle was sold with no warranty. The transmission was replaced by you as you stated. The transmission and related parts were now covered under the replacement warranty. Russ Darrow cannot be held liable for the third party transmission going bad, nor can we be held liable for any issue surrounding the transmission or related parts. As for the Engine Control Unit being delivered to the wrong Russ Darrow. You are correct. The dispatcher of the part directed it to the wrong dealership, again not under Russ Darrow’s control. We are sorry that you have experienced so many issues with the vehicle that you purchased from us. With a used vehicle purchase, we can do a safety inspection one day and a problem that was not evident at that time can become evident the next day with no warning signs.

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

Business

Response:

Please use the following reply to Mr. [redacted]’ response concerning the above-referenced complaint:

I am sorry that you feel Russ Darrow should take liability for your transmission. However, you purchased a used vehicle with higher mileage and no warranty. The State of Wisconsin Department of Transportation Code, 139.04 specifically states the following:

The inspection disclosures required in subs. (4) and (5).

Unless otherwise agreed to in the purchase contract, the inspection

disclosures shall neither create any warranties, express or

implied, nor affect warranty coverage provided for in the purchase

contract. However, it is an unfair practice for a dealer to not remedy

an item improperly reported on the guide that the dealer could

have found using reasonable care if the buyer has notified the

dealer within a reasonable time after the buyer discovered or

should have discovered the improperly reported item and the

vehicle is made available to the dealership. The dealer shall reasonably

remedy or make a good faith effort to reasonably remedy

an item improperly reported within 30 days of the buyer’s notification.

Based on the above-stated Trans Code, Russ Darrow does not feel that we improperly reported on the WI Buyer’s Guide nor did we extend any type of warranty. In addition, the service technician used reasonable care and as such, Russ Darrow is unwilling to extend any help towards this unfortunate repair.

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

Consumer

Response:

Review: My mother was taken advantage of at this dealership when buying a car. The salesman [redacted] added as many add items on to the sale without my mother understanding what she was signing for she ended up spending over $7000 in add on items that were totally for the benefit of the dealership and the salesman personal benefit. The paperwork wasn't even filled out right there were so many things added on that they forgot to list what they were charging her for. They neglected to ensure the new car which had a loan had no insurance for 3 weeks which is illegal in the state of Wisconsin.Desired Settlement: I feel that my mother had no clue what she was signing for I would like all the dealer add on sales to be removed. We are happy with the car but do not want any of the add on items

Business

Response:

I have reviewed your complaint, however, I am in need of additional information in order to properly look into your complaint. Please provide me with the customer’s name, type of vehicle purchased and the dealership in which transaction took place. Once I receive this information, I can speak with you regarding your concerns.

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

Review: I recieved a promotion mailing from Russ Darrow Kia of Madison. The mailing had a contest associated with it. You had to scratch-off three areas and if all three items matched under the scratch-off, you won the prize. My scratch-off indicated that I won $25,000. I called the number on the promotional (9/12/2013) advertisement and the person I talked to told me to come in and see [redacted]. I went to the dealership the evening of 9/12/2013 and asked to see [redacted]. The sales guy said that all of the salepeople were called [redacted] and he could take care of me. He took some basic information and gave me a $2 dollar bill and indicated that was my winnings. I asked about the remaining $24,998 that was due to me and he said it was just a sales gimic to get people in the door.Desired Settlement: Pay the remaining $24,998

Business

Response:

Problems:
1.Pulled my credit even though I had been pre approved and I told them at least 7 times not to.
2. said they would clean the car I purchased. They didn't. There was dirt even on the roof after I bought it.
3. I requested to cancel a maintenance policy that was forced upon me by the sales guy through nothing less than lies. The contract stated that I could do it within 30 days with no penalty. I called, organized a time on a saturday. I went in and they said the guy wasnt there and the forms were not available. When I told them where I worked they suddenly had a change of heart and pulled a form out of thin air.
4. The sales people argued on front of us, for who was getting the sale.
5. It took them more than 2 weeks to send the documents to the credit union about my car loan. I had to have the credit union call them and request the documents. They told me that Russ Darrow is always late.
6. I heard them laughing at another customer when I was waiting 3 hours for the paperwork to go through for the sale
7. It has been 2 weeks and the warranty I cancelled still has not been refunded to the car loan. When I call, I am put through to an operator who then sends me through to a blank line with no answer.

Review: From the first day that we purchased the vehicle there were problems and we should have known. I had wrote a complaint to the dealership and never got a reply it has been three weeks upon purchasing a vehicle they talked us into purchasing a gold membership which included oil changes and unlimited carwashes. It was already figured into our loan so we agreed to it not even a month after purchasing the vehicle my check engine light came on we took it in and read it and it was due to a gas Error the light continues to stay on. A few days later I took my vehicle in for an oil change mind you I have only had it for about a month and never had any issues can getting back to the dealer to pick up my car they informed me that I had an oil leak in the rear seal. I told him I've never had an issue and I just bought the vehicle so it's odd I would have a leak. I simply stated I would have my husband look at it they told me the cost was $230 I left got home parked in the same place I always park and lo and behold there was oil all over my driveway. again I never had any oil leaks in the month that I have my vehicle until I brought it to the dealer. When I was at the dealer I also asked to get my car washed as I get free car washes and I was told that the car wash machine was broke and not offered a solution I paid a lot of money to have this and that this point I'm very upset I proceeded to take it to another dealership to get the oil leak looked at as it was heavily leaking oil the other dealer stated that it appeared that someone had put oil all up and buy that seal again the seal was perfectly fine once the dealer clean the oil I no longer had any leaks. I will not bring my vehicle back in and allow them to touch it or do anything else to it and I'm very upset I am requesting a refund for the gold membership that they talked me into purchasing. As I said when didn't get things promised to us when we purchased a vehicle which included a remote so I had to fork out money for that and I got the runaround every time I called to ask about it they were to remove white spots on the back seats and they never follow through that either we had to do it ourselves I spent $18,000 on a vehicle and I expect better than thisDesired Settlement: I would like a refund for the gold membership and the amount that I paid I will pay for the one oil change but I want a refund for the rest of the amount.

Business

Response:

I am sorry that you were having problems with your vehicle shortly after purchase. I am glad you were able to remedy the issues you were experiencing with your vehicle. As for not receiving a car wash which is included in your Maintenance Care, sometimes the carwashes go down and a technician from the company cannot be dispatched immediately. As such, you requested that your Maintenance be cancelled. I will start that process on your behalf. You stated that you would pay for the one oil change that you received, however, this is not necessary. You received 3 free oil changes at the time of purchase, so you will be receiving a refund of the full purchase price less a cancellation fee. This refund will be sent to your lender to offset that principal balance remaining on your loan. If you have any other difficulties in the future, please feel free to contact me directly.[redacted]###-###-####

Business

Response:

As a courtesy, I will waive the cancellation fee and remit the proceeds to your lender. Thank you,[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.

Regards,

Review: To The Revdex.com,

I am writing this complaint against Russ Darrow business located at 7676 N. 76th Street. I purchased my 2009 Chevy Tahoe less than two years prior.

I took my vehicle in for its scheduled free oil change for the sixth time (9 free promised).

Prior to taking my vehicle in for the oil change, the vehicle was operating properly, without problems. I had checked my oil, transmission fluid and other vehicle specifications as indicated in the manual, but no problems were discovered.

I took my vehicle in for an oil change on Saturday March 12.

I received a complete vehicle inspection that indicated all parts were in good condition and working properly.

However, a week later, I noticed a noise comming from under the hood. After examining and checking the oil stick and then the transmission fluid, I deteted that the transmission tube that contains the dip stick was loose and detached from the transmission.

When I took the vehicle to the shop, they indicated that the part was under a recall. However, upon further observation, they indicated that it was not a part of the recall parts product number.

I know that the transmission tube was in great shape prior to my oil change. I am certain that this tube was broken at my last oil change mentioned above. Now they are charging me a service cost of $766 dollars to replace it. I do not believe this charge is fair.

I need your assistance.

Respectfully

[redacted] M. [redacted]

###-###-#### cell

###-###-####Desired Settlement: I do not believe the the part selected as broken was my fault and have pictures to prove that it was not.

I want the dealor to cover my expenses only.

Business

Response:

I have reviewed your complaint and spoke with the master tech who looked at the transmission tube issue and he stated the following:I can’t imagine a scenario where it could be broken in the manor it was from doing an oil change. He concurred that it makes sense that GM would have a recall on it given the point of failure. He also spoke with a GM tech he knows at another dealership who is very familiar with this as a problem. There are many times that we at Chrysler have vehicles that fail for the same reason as a recall that may not match the vin# range or date range on a vehicle under the guidelines of the recall. Yet it has the same part fail for the same reason. As you can see, this is a known issue and could not have been caused during an oil change. Also, I am being told that if this was an issue that would have happened during the oil change process, you would have had direct immediate issues, however, you were able to drive the vehicle in excess of 500 miles with no issue.I have been told that you need to seek assistance at a GM dealership to see if they will broaden the recall to include your vehicle.[redacted], Corporate Paralegal

Review: On November 2, 2015, I had my car serviced at the Russ Darrow shop on [redacted]. I had the tires balanced and rotated and front brakes done. The following day, I took this car to [redacted]'s [redacted] to have the rear brakes done. This shop immediately noticed that one of the lug nuts had been stripped and required repair. It was so stripped they could not back it off, it had to be cut off in order to repair it.

This happened at Russ Darrow the day before because they could not have rotated the tires with the lug nut in this condition. There's no way the employee didn't know he had cross-threaded it.

I informed Russ Darrow and spoke to [redacted]. He seemed pained that I asked that he speak to the service person about what he did, insisting that "so many people worked on the car" that he would not be able to track down that one person. Funny, the employee's name is right on my receipt. Doesn't seem that hard.

I faxed him the receipts from his shop and [redacted]'s, and he mailed me a check for the cost of the nut/stud and labor.

He conveniently left out the tax I had to pay on this repair and I had also asked for something for the extra time I had to wait for the repair to be done. He did not so much as return my calls, so I didn't even know if he had received the fax, until I got the check.Desired Settlement: I would have been happy if I hadn't had to go through all these steps, and that everything would have been done right the first time. I would have been happy with a genuine "sorry" and a coupon. But now, not only did I waste my time waiting for the nut to be fixed (they had to order the part and wait for it to come), then I had to waste my time sending documentation to [redacted], and now I have to waste it on this complaint.

I would like someone from corporate to email me and say, "I'm sorry. That shouldn't have happened. I will talk to the people involved." And then, you know, actually talk to the people involved. I would also like $3.05 for reimbursement of the sales tax. Maybe a coupon to make up for it.

Business

Response:

Please take this response as a long overdue apology for your troubles. I am sending you out a goodwill gesture that you can utilitze how you see fit.

Thank you for contacting me.

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

Review: I have a 1999 Toyota Camry. One of the keys stopped working - unable to start the vehicle. I went to the West Bend, WI dealership for a replacement and was told it was a special key that needed to be sent in from [redacted]. No problem with that. They sold my wife a key fob for $125+ to go along with the new key plus charged $6 for the key.

I took the car in to have the new key made and was told after waiting an hour they could not make a duplicate key because the one I had was not the so-called "master key". The options given to me was a refund for the key, $6, or a whole new $1,300 ignition system. I can’t afford that option at this time and asked for a refund for the $125 key fob, which was refused by both the service desk jockey and her manager. I told them I agreed to a new fob because they would be able to create a new key and I wanted my money back. I was rudely told they did not want it back because it was programmed.

When I asked why they did not figure out the working key was not the “master key” they had no answer. Their incompetence has cost me over $130 so far and much frustration.Desired Settlement: Because they could not accomplish what was promised, a duplicate key, I feel I should be refunded all charges.

Business

Response:

In reviewing your complaint and speaking with the staff involved in the transaction, your wife asked for a working remote. A remote was ordered and programmed and paid for. We were unable to give you a duplicate key as you are not in possession of the original key. It is my understanding that you received what you ordered and since it was programmed, we cannot refund your money.

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

Business

Response:

In lieu of responding anymore on this complaint and in light of the circumstances surrounding what the customer thought and what they may have been told, I will agree to send a goodwill gesture, that I hope makes up for the time and energy in replying and responding back and forth to this complaint. This will be mailed out on August 14th to the address listed on this complaint.

[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]. The settlement is less than I hoped for but they are not worth any more of my time and effort to settle this in a manner I feel is right.

Review: Went to purchase a 2015 Mitsubishi Outlander and online it offered a $3500 customer rebate that the dealership will not honor. They need someone who is to monitor the website closer and not just try to say we have a vague disclaimer. The incentives have been updated at least 2 since I started my search with this dealershipDesired Settlement: If the incentives are not available for consumer use remove them from the website. If you aren't allowing them on top of the "sale price" I should have been made aware of that when I called and spoke to the sales associate. Not after an hour plus trip to the dealership

Business

Response:

Thank you for brining this to my attention. I have dealt directly with the DOT Investigator who you also filed a complaint with. It is my understanding the complaint was closed with no further action by the DOT. I have since spoken with the Management team at the dealership and they have stated that the pricing that you were given was including all applicable rebates and sale price. It sounds as if there was a question about one rebate that you thought you should receive, but it had already been included in the sales price of the vehicle.[redacted]

Review: In 2008 I purchased a vehicle from Russ Darrow Group (Madison Kia). At the time of the purchase I did not opt in to receive any unsolicited emails. In fact the sales person reassured me I wouldn’t receive any such emails. Immediately after the vehicle purchase, the “spam” barrage began. 4 years of “unsubscribing” via the add web links were unsuccessful. Finally, I reached someone in corporate advertising who, did remove me. All was “quiet” for about 2 years. On 01/31/2015 the “spam” resumed. I responded to the email address in the first add and asked that service manager to forward the matter up his chain and delete me once and for all. Indicating that I expected a reply when that had been accomplished. That email and a follow-up email went unanswered and the “spam” continues.Desired Settlement: Request a written apology from the corporate manager for the harassment and infringement of privacy. I expect reassurances that my email address will finally and forever be dropped from all data basis. That my email address will not be retained, sold, or otherwise conveyed. That I will never receive any type of email or other offer from Russ Darrow Group or any of its subsidiaries.

Business

Response:

I apologize for all of the uneventful tries at removing yourself from our many databases. I have instructed three people who handle various systems without our Group to remove you completely from any and all databases that we keep.If you have any issue within 30 days of this response, please contact me directly at [redacted] and I will follow up immediately.Of you can call me at ###-###-####/direct.[redacted]

In March, an independent mechanic discovered corrosion on the front subframe of my 2008 Jeep Compass. I was told I needed to go to a dealer to have the part replaced.
I went through Russ Darrow on North 76th Street to have the repairs completed in the first week of April 2016. Everything seemed to have gone fine. I worked with Jeep corporate in Michigan to have the cost for the new part covered, as it was very similar to a defect in a part for the previous model year of the vehicle.
Last Wednesday evening, April 20, I was driving through a residential neighborhood when I felt as if I was losing complete control of my steering. Something seemed completely wrong--like either the steering column gave out, or my car was completely out of alignment. I had to keep my wheel at a 45 degree angle to keep my vehicle straight. It was quite terrifying, and I tried driving as slowly as possible to maintain control. It was very dark and pouring rain, so I drove the few remaining blocks home to my apartment complex and parked underground, so I could safely assess the damage. My boyfriend came downstairs to help me. As he was backing it out of my spot, we heard a large clunk. We stopped the car immediately, and noticed that something had come disjointed by the front passenger side wheel, and the wheel was hanging out at a 30 degree angle, nearly detached from the car itself.
I tried getting it towed via AAA that evening, but had to wait until the next morning (Thursday) to get it out. I had it taken to a local shop that I've used before and trusted. He called me after taking a look, and his first question was, "Have you recently had maintenance on your vehicle, perhaps like having a subframe replaced?" And I said, "yes, I did!" He said that the people who installed it did not properly tighten all of the other parts of my vehicle, and the pin that holds the ball joint in place slipped out, causing the problems. That mechanic said I was lucky I was driving 25 mph--he said if I would have been on a highway, I would have definitely crashed my car, and probably have been injured. He advised I should call the Jeep dealer, Russ Darrow Group, and have them tow the vehicle to their lot.
I called Russ Darrow, and spoke with Lee, the service management person whom I had worked directly with earlier. Though he did apologize about it, he at first denied that his mechanics would do anything negligent. He said that a tow truck would go out to the other mechanic shop and take the vehicle to Russ Darrow to be serviced, free of charge.
Luckily, during this 48-hour period, my boyfriend and I were able to share the use of his vehicle. If this would have happened on a different week, this car failure would have caused me to miss incredibly important work events and meetings. During this time, however, Russ Darrow did not offer me a shuttle ride or a rental car, which would have been the courteous thing to do. (Also, I did not mention that I had alternate modes of transportation at any time.)
By the afternoon of the next day (Friday), I had not received an update of whether my vehicle was picked up or not, or whether they had looked at it. I called again, and spoke to a gentleman named Keith in the service department. He put me on hold for more than 15 minutes while he checked to see if my vehicle was completed. He came back on and said it was fixed and ready to be picked up. I quizzed him about some of the details, and whether or not everything was truly fixed. He assured me it was completed and that I would not be charged for that repair.
I also requested that I be refunded the initial service charge of $579, because they clearly were not thorough in their work. Keith said he understood, and he thought that there might be something he could arrange, but he had to speak with the service business manager. He called me back a short time later and offered me a $150 refund. I told him that the negligence was rather severe, and that I could have been seriously injured due to the faulty work. I told him I could not accept less than half of the initial amount. He said that he understood, and would check with his manager. He called back, and said his manager told him that he was upset that I was even asking for more, and that it was $150 take it or leave it, but he was "of the mind not to give me anything." I agreed to the $150, but I told him I was not happy about the situation, and how they were handling my polite request.
I was unable to pick up my car immediately that Friday afternoon, as I was headed out of town for the weekend.
This morning (Monday) at 7:15 am, I picked up my vehicle from Russ Darrow. They refunded me the $150 as promised. I got into my vehicle and turned it on, and the check tire pressure light was on. While it wasn't a serious issue, and they were able to fill the tires for me in about 20 minutes, it was again frustrating that they wouldn't do complete enough work to double-check simple things like tire pressure when they're giving a vehicle back to a customer.

Was not greeted in a professional manner, original sales rep who was new and just off orientation knew nothing about the jeep, then informed us he was grabbing the sales manager , later to find out he wasn't even close to being a manager he was also a newer sales rep. Then when we were processing our financing the sales rep was a middle man running back and forth to a larger desk right behind us no more than 5 feet away with a piece of paper written on with permanent marker and couldn't even explain the numbers, we were thinking that this was a finance manager and come to find out it was the sales manager who didn't even come to speak with us until after we were beyond frustrated with this very odd and very unprofessional behavior. Then after he came around to speak with us he stated he was not going to be able to work with us at all on our trade and stated we needed to "give us a [redacted] break, this is a business to pardon my language, but we are spliting hairs, it's a cup a coffee a day." We never spoke to the actual finance person until we signed and never even gave us options for banking as we preferred to work with our own credit union then were deceived to purchase additional options without full explanation until we asked about fees and other questions. The ONLY reason we purchased this vehicle from there is because they refused to do a dealer trade.It was by far the worst most unprofessional experience we have ever experienced ever, and will never buy another vehicle from Russ Darrow and have already shared our experience with several others warning them about the experience. I would be very concerned about Jeep sales being directly impacted by this dealer.

I came to see a 2003 Saturn L200 (red) mid-late September and was utterly disgusted at the shape this car was in. The pictures on the website showed a nice car with the passenger side mirror INTACT. However, when I drove all the way to the car dealership from Greendale, Wisconsin, the salesperson said he could not find the car I was inquiring about and began showing me other cars in a more-expensive price range.
When the salesperson finally directed me to the car I came to see, I found the car to be in horrible shape with the passenger side mirror torn off and hanging! The paint job looked like the car had been sitting in the sun for 10 years. Not only that, when I was shown the car, the sales rep told me that the air conditioning DID NOT WORK and that there were ISSUES WITH THE TRANSMISSION! NONE OF THIS WAS DISCLOSED ON THE WEBSITE OR TO ME WHEN I CALLED THREE SEPARATE TIMES TO INQUIRE ABOUT THIS VEHICLE!
Not only is this false advertising, it is "Bait and Switch" and I will NOT do business with a company that partakes in this sort of thing.

I would like to state that my experience - started off great. I had been looking around online for new Jeep Grand Cherokees for some time and now that it was the 0% for 60 months, I finally got my husband to go and look with me. We are from Eagle, WI, so needless to say the drive would be about an hour to get to the dealership on 76th St. My husband sent an email request, inqiuring on a 2015 Jeep Grand Cherokee that was listed for $39,601 online the stock number was J15687. He received a phone call 5 minutes later and the woman on the phone said that the Jeep we were looking for was still there and it was the end of the month, they needed to move vehicles and that we could get even more off of that price. My husband and I decided then, that the hour drive on our Monday night would be worth it. We got to the dealership and it started off just fine. We filled out the appropriate forms and got started. They pulled a Jeep up and it wasn't the one I inquired about so I said right away, this wasn't the one I inquired about. We rode back with him to find the one I was looking for. We found it, got into the brand new Jeep - he started it and the music was blaring rap and the song was dropping the "N" word - I, immediatley was appauled. Goes to show the brand new cars get a lot of respect. The salesman drove the car to the parking spot with us in the car and really didn't seem to care that he was driving a $45,000 car that they were trying to get me to buy. My husband then went to the bathroom, and while walking out there were customers yelling about the service - dropping the "F" word and saying how horrible the dealership was. They should have been moved to a private office where other customers couldn't hear that. Now, the salesman asks what I want to pay a month, I only wanted to know what they were going to give me for my car - to begin with. The sales manager takes my car for a test drive - when he comes back he is on his cell phone while driving my car. How for starters, would you notice anything about my car while being on the phone AND thank you for having the disrespect for me to not even stay off your cell phone for 5 minutes driving someone elses car. We start to get into it and they tell me that the $39,601 price was including incentives that we didn't qualify for. We then said, well why is your sales contact on the phone telling people they can get a great deal and making it look like the cars are that price - when clearly they are using false advertising and that is not the case. SO not only is the online price horribly deceiving and not explained then the phone contact just as bad. Well, the logistics are finally worked out after 2 hours and we were almost at a deal. Then the sales manager comes up to me and says they can't go any lower - and while going over the deal he says - you know, I don't even think I want to do this. I might have to sleep on it. Are you kidding? That is the deal YOU came up with and YOU now, are having second thoughts after keeping me there for 2 hours. I then said I wanted to talk about this deal with my husband for 5 minutes and they walked away. A minute later, my husband and I had agreed and we said we'd do the deal. The sales manager then says - yeah, I can't do this. He said it's not worth getting his "[redacted]" chewed out the next day. EXCUSE ME?! It was the deal YOU came up with, then you want me to worry about your "[redacted]" getting chewed out? Not the customers problem. It was HORRIBLE service, a horrible environment - the ceiling tiles are disgusting and falling down, people screaming about awful service, brand new Dodge showroom cars are caked in mud underneath and you want people to come in and drop $50k on a new vehicle. What a joke! No thanks. Never again will I be dealing with Russ Darrow and my husband is even in the automotive industry and was horribly appauled. When shopping for a new car, you expect certain things - but it was the worst experience of my life.

Review: I am not getting my telephone calls returned where I am questioning why my payment for my car warranty was not posted, and that I have not received any written details regarding the warranty contract or coverage from Russ Darrow Leasing for my 2008 Kia recently purchased at Russ Darrow Kia Waukesha.Desired Settlement: I have made my payment and sending a letter indicating my dissatisfaction and concern. I am sending a copy to the Revdex.com of WI Milwaukee office. I hope to have a file opened, and even more hopeful for a response from the company processing my payment(s) and providing full disclosure of the contract and warranty.

Business

Response:

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, 2014 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, 5 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:[redacted]Please indicate your account number on the check or form of payment: 900-25721 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][redacted]###-###-####

Review: On 12/26/13 I took my 2008 Nissan Sentra to Russ Darrow Nissan and purchased and had installed (4) new Turanza tires and also replaced the front driver side wheel. This cost $1,039.05 to have completed. On the way home I noticed that there was a humming sound coming from the front passenger side but assumed it was due to the new tires. The next day the TPS (tire pressure sensor) light went on. Over the course of the next several days I tried to add and remove air pressure to get the light to go out but was not successful in doing so. Approximately a week later, I took the car back and the service dept reset the light and [redacted] told me all they did was check and add air. The light stayed out unitl the next day when it went back on. I again thought it was an air pressure issue so I waited a few days and when it didn't go out I took the car back to Russ Darrow service but the line on Fri was too long so I left. At this point the light still had not gone out so I called and made an appointment for Jan 23rd. They checked the hummy noise and said they were unable to determine its origin and they rebuilt the TPS and said it now works fine. By the time I got home the TPS light was back on so the next day I called service and talked to [redacted]. She said to bring the car back that night and they would correct the problem. She also asked me which tire the TPS was faulty on and I told her I didn't know but thought her service tech would know, as they would have had to diagnose the problem to fix it, right? I took the car back in on Fri 1/24 and they apparently replaced the passenger front TPS as per the service report. When [redacted] gave me the keys that night he said that they had terminated the service technician that origninally installed my new tires for faulty workmanship and poor job performance. The next day, Saturday, the light went back on and on Monday morning I called and notified [redacted] and he told me to bring the car in. [redacted] then refused to fix the problem.Desired Settlement: After paying more than $1000 for new tires and a wheel, I have made numerous trips to attempt to have this work completed correctly and waited in excess of 7 hours to do so. I still have a TPS tire pressure sensor issue and a humming sound that does not go away. I would like to take the vehicle to another Nissan dealer([redacted])and have the necessary repairs made correctly and Russ Darrow pay for these repairs. I have lost faith in the Russ Darrow service department and still don't have resolution

Business

Response:

In reviewing your complaint you state that you have had unresolved service issues and thus needed to seek an outside service provider in which you would like to be reimbursed for. After reviewing your service history and speaking with the [redacted], I do not agree with your position. On or about December 26, 2013 we replaced four tires on your vehicle. At the time of this service we also replaced on rim which would also include replacing a driver front sensor. Approximately one month later (January 23rd) you came in with the same sensor issue. The service tech thought the issue was fixed and you left. You came in the next day, now with the passenger front sensor. This was not the original sensor that we had changed, this was a new issue outside of the installation of the four tires from December. The technician fixed this sensor. Then on January 28th you came in with a passenger rear sensor issue. At that point, the [redacted] indicated that she would not be replacing this sensor for you free of charge as it was outside of the work performed on your vehicle. You then took the vehicle to another service provider and they fixed it. We would have done the same, however, it would not have been free of charge. We will not be reimbursing you for what amounts to be a maintenance issue with your vehicle.

Consumer

Response:

Review: Purchased a car from Russ Darrow. [redacted] told us that he was happy to buy us lunch after we bought a car from the dealership. Since we had to wait for the car and hadn't eaten, we took him up on the offer and went out for lunch and gave him the receipt. He told us that he would have a cashier's check for us before we left. Upon leaving, he said that he couldn't give us a check that day and said he would have it mailed to us. We bought the car on October 28th, 2013. We have placed phone calls to him, left voice mails and sent an email, all with no follow-up from him whatsoever. We even talked with the finance department and they commented that they didn't know anything about it the first time we called. The second time we called (over 3 weeks ago) the finance department/cashier said they knew about the receipt and would We have called repeatedly since then, not able to speak with anyone, waiting on hold for over 15 minutes when waiting to try and get in touch with [redacted] or someone to assist.Desired Settlement: We would like our promised money for the lunch that we purchased and submitted to [redacted], personally.

Business

Response:

I am sorry that the [redacted] did not provide you the reimbursement immediately. I will be sending in the mail today a reimbursement with a little extra for the inconvenience.

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

Review: On September 12, 2013, I had an appointment at 3:00 p.m. to sell my vehicle to Russ Darrow Honda in Milwaukee, WI. They done an evaluation and offered $1,100.00 for the vehicle. They took my title and signed a contract to complete the deal. They kept the vehicle and advised me to return on Monday, September 16, 2013 to pick up the money for the transaction. Upon my return, the general manager advised that the transmission was not working, and they will only give $300.00 for the transaction. When, the vehicle was inspected on September the 12th, the vehicle was driven to Russ Darrow with no issues with the transmission. Another Honda Dealership, [redacted] inspected the vehicle prior to going Russ Darrow. The only reason that I took the vehicle to Russ Darrow was because they offer the buy a car program.Desired Settlement: I am seeking that Russ Darrow Honda of Milwaukee will honor the contract and pay $1,100.00 for it.

Business

Response:

It is my understanding after speaking with the dealership staff that the check was mailed to you at the address indicated on the Purchase Contract on September 20, 2013. If you have any further questions or concerns, please do not hesitate to contact me.