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Russ Darrow Group, Inc.

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Reviews Russ Darrow Group, Inc.

Russ Darrow Group, Inc. Reviews (478)

I bought a car from Russ Darrow today They were able to answer all of my questions about the car in question I have been taking my other car there for service for years We were very impressed! Thanks very much for the good service

Review: had came to Russ Darrow looking for honest salesmen since I felt taken advantage of from the last dealership I was at. However, I fell in love with a used 2012 Kia Optima SX. The first Salesmen I encountered was [redacted], who must have been new since he had to ask a lot of questions. Then I spoke with [redacted], He lead me to believe that the price would be negotiable. I SAID THE OTHER DEALER OFFERED ME A CAR FOR $18,800, AND [redacted] KEPT SAYING THAT WAS WORKABLE. So I did my research and went back to the dealership, I had my title for the trade in hand and ready to take the new car off the lot. I wanted to test drive it again to be sure, and when I got in the car the check engine light was on. [redacted] said it was fine, and that it still covered under warranty, so it shouldn't matter if the check engine light was on. I thought all these cars were put through a rigorous check? then they assessed my trade in which they came back with an offer which was HALFof what I was offered at the previous dealership. When I tried to address the issue I was shot down. [redacted] said the offer was firm. This put the car that I wanted $300.00 out of reach for me and they wouldn't negotiate the price anymore. [redacted] told me that the price I could afford was disrespectful to the car, got up and walked away. I treid to negotiate with [redacted] after [redacted] had left but he kept saying the price of the trade in wasn't negotiable. Needless to say I left feeling disgusted, mislead, and most of heartbroken.Desired Settlement: I would like a fair amount for my trade in and a fair purchase price on the vehicle. Thats all,

Business

Response:

After reviewing your complaint with the dealership GM, it is my understanding that this issue has been resolved and you drove away with your new vehicle on Saturday, October 25th.Thank you for your patronage.[redacted]###-###-####/direct

Consumer

Response:

Review: I purchased a 2010 GMC Terrain through a trade with Russ Darrow Nissan two months ago. They where to put my trade in plates in my new vehicle for me and failed to do so. I'm now waiting on the return of my License plates which they won't get back with me on. I'd like to just switch them over onto my new vehicle or turn them in for a refund of the six months remaining on them. Also, in the paper work for the tax title and license they did not use the correct state tax percentage for either WI or IA. and now I again can not register my new vehicle as the check provided for me to do myself was only for $501. I purchased the car at $17,999. I would have to fork out another $600 to get my vehicle registered. I called with my concerns and they keep saying they will see what they can do but never call me back or return emails. The gentlemen I speak with every time says it was and error on their part but not his problem. I have been given two temporary plates as I didn't even have the check on time before the first one expired. This is my only vehicle and after next Friday I can't drive it and the small check will be expired as well.Desired Settlement: I would like the dealer to pay the full 5% sales tax for the state of [redacted] and the [redacted] county fee to get my vehicle registered as it was a trade in purchase deal. It was their error and they admitted it over the phone. also for the return of my 2006 Dodge Charger license plates.

Business

Response:

I am in receipt of your complaint and have reviewed it with the dealership and title staff. It is my understanding that you have received a corrected check to help assist in paying for your states taxes. As to an out of state transaction, it is the customers responsibility to know what the tax rate is. and how it is calculated with regards to a purchase with a trade. The sales and finance staff is not trained in any other state other than Wisconsin. The amount added into your transaction is a courtesy and not always accurate based on your states criteria. Aside from the taxes, if the trade vehicle plates were not taken off of the trade by you or the other owner they would have been recycled. We do not keep trade in plates at the dealership as this would create a liability issue. The plates are the property of the customer and as such you would be responsible for gathering these if you wanted them. If you have any further questions, aside from the taxes and the trade plates, I would be more than happy to discuss them with you.[redacted]

Review: I applied for one specific vehicle. I was called the next day to come in for an appointment to get more information from me. Later that same day, [redacted] called me and said there had been some activity on the vehicle I applied for, and he wanted to make sure I got first choice, so he asked for my credit card info to put one or two hundred dollars down to hold the vehicle. I gave him that info, and also told him that I noticed the vehicle wasn't on their website anymore, and I asked if it was still available. He said, "Oh yes, yes, it's still available." So I went in after work for my appt with him and he hands me this [redacted] report. As I'm looking at it, I notice the vehicle on the report is four years newer than the one I applied for, and $3000 more. So I handed it back and he acted so surprised like he had no idea it was not the vehicle I applied for, but I could tell he knew what he was doing. So he starts clicking through the website and I said, "It's not on the website anymore, I told you that when you called me and I asked if it was still available and you said it was." He kept acting like he thought I wanted the vehicle he gave me the [redacted] for. Obviously I applied for a specific vehicle and they can tell which one bc the first girl who contacted me about it knew exactly which one it was. So I told him there were no other vehicles in my price range that I was interested in, and that I would just keep looking. He proceeded to try to pressure me to apply for the more expensive vehicle and got very defensive when I declined. He said I was never going to find a vehicle in that proce range this time of year and just kept trying to get me to go with the more expensive one. He said, "You don't have to buy it! Let's just apply." I declined still and he angrily handed me back all of my papers. I told him what I could afford and what I wanted, and clearly he just wanted credit for the appointment and the application, and had no interest in truly helping me find a vehicle. He knew when he called me that afternoon the vehicle was gone, but he had other intentions. He also put a hard hit on my credit even though I told him I did not want to apply for any vehicle. This is the worst experience I have ever had and will never do business with Russ Darrow and will never recommend them to anyone.Desired Settlement: I want the hit taken off of my credit. I did not give [redacted] permission to run my credit.

Business

Response:

After reviewing your complaint you specifically state that you applied for one specific vehicle. By applying for this vehicle a hard inquiry would have been notated on your credit bureau. Any subsequent inquires for any other vehicle would have gone under the one inquiry that you intended to do. It would have been a change in collateral and financing, not another inquiry on your credit report. All inquiries under one hit (Russ Darrow) in a 30 day period go under the one inquiry. It was your intention to inquire about a vehicle and possibly purchase. Because of this, I cannot take the hard inquiry off of your credit bureau.

Consumer

Response:

I drove all the way from Chicago to Madison to purchase a 2014 kia sportage. They had a fully loaded sportage in the color I wanted, for the price I wanted. The saleswoman I worked with was great, very helpful and explained everything. Everything after that was a nightmare. The vehicle was $5000 over what they had told me on the phone the price was. I told [redacted] from the finance department that I wanted to put $5000 down, and had my check book sitting out the whole time. He assured me that since they had my bank account info for the auto withdrawal for the loan, that they could use that for the down payment. After that I was continuously berated via phone calls by their finance department for their mistake!! I repeatedly asked what I needed to do to title my car in Illinois, and not once did [redacted] mention that I would be paying Illinois sales tax. It was a $2500 out of pocket expense, over $700 difference between wi sales tax and il sales tax. I understand that's just how it is, but he should have informed me that after my repeated questions. Then I just recently found out that they told the auto withdrawal service that my loan payment was $75 less a month that it should be, and I have significant amount of fees because of it. Just sheer incompetence all around. I am disgusted thinking that other people are getting screwed like this too.

Review: Condensed version. Bought a used Dodge Ram & within 30 days a censor went out & needed to be replaced.We were originally told, by the [redacted], the truck was less than 30 days old but there was more than 500 miles put on the vehicle any repairs would be half off. I put up a fuss & was told ok.. we will work together & see what we can come up with maybe a counteroffer, will get back with you. Well [redacted] abruptly left the company & everything went nuts!! There was no communication, then miscommunication, from the salesperson who was new & was only relaying messages that the New Car manager conveyed to him who was not aware of the situation at all. We just wanted to order the part & get the truck fixed. We was given the run around on even ordering the part. We was told the part was ordered, after 2 weeks we were told we had to come in & pay for the part & after we came in to pay, we were told just pay for the the part & the service after the work is done. I sent a email To [redacted])in regards to my dissatisfication with the poor customer service we were receiving at Russ Darrow. I sent the leter on Dec 13th 2013(mind you we bought the Car on October 30th & it is now Dec 13th & a part that was to take 2 hours to come in after it was ordered has taken 2 months) [redacted] response to me via email was: [redacted],I just wanted to reply to you to let you know that I have received your e-mail. I am in a meeting right now with my body shop but I will read and respond to this matter as soon as I am done. I will talk with you soon and see if we can find a resolve I never received a response from him & sent a follow-up email on Dec 19th asking if he had gotten a chance to look into the issue-No response! We finally got the part & the service advisor [redacted] had no idea of what was going on (supposed to be noted)so he charged us list price which was not what was quoted originally. This dealarship is the worst of its kind, went because it is in neighborhood, will drive further for peace of mindDesired Settlement: Would like the dealership to know the qulaity of customer service they give to their customers, is not acceptible to all. It starts with Management.Respect, courtesy, communication is all part of excellent customer service & satisfaction. I have purchased many vehicles & the expereince at this one has been 1 of a kind & not in a good way. I am only 1 customer & what I say probaly dont matter NOW BUT treat every customer the same & it will be another closed dealership to add to the ranks.

Business

Response:

After reviewing your complaint and speaking with the [redacted], we are all in agreement that your issue has been resolved to your husband’s satisfaction. There was an issue with the vehicle however with constant communication between the dealership and your husband everything worked out in the end. It is my understanding that while your husband was in the dealership taking care of the issue, you sent what amounted to another complaint that had not been discussed previously and that is when you received the notification from the [redacted]. Since your husband was at the dealership, instead of responding to you, he spoke directly with your husband.

I’m sorry that you feel so strongly that Russ Darrow does not provide quality customer service. If you have any questions, please contact me directly at [redacted]

Consumer

Response:

Don't slip on the floor on the way in!!!
I went to purchase a car yesterday, the salesperson quoted me an excellent price "TODAY ONLY" I thought about it for no more than 10 minutes and said "I will take it!". I then waited 5 minutes while they assembled the paperwork and talked amongst each other, then I was told it was too late the car is now $2,500 more!!
This is the second time these grease [redacted] have played games, last year they quoted me $300 per month more on a lease than Rosen.
Russ Darrow Nissan is a greasy dealership, stay away!! To be fair Russ Darrow Toyota and Russ Darrow Mazda is pretty good.

Review: I purchase a car from Russ Darrow KIa in Waukesha. When I purchased the car I was told the $1500 I gave for down payment included the first month payment. I was told my first payment wouldn't be until April. I signed the paperwork, after waiting 2 hours I finally got back to the fiance department where [redacted] was very quick to go through the paperwork. I asked [redacted] about my 1st payment and he stated that the payment included 1st month (March's payment). I went online to set up my payments to be taken out and saw that I owed $80 plus March's payment. I called the fiance company and they stated they received a certain amount another check for $196.49. I called [redacted] and he said numerous times that they would take care of it and I didn't owe anything. I had to call KIa and find out if the problem was resolved. No one would get back to me. I actually stopped in there and talked with [redacted] and he said again that I didn't have to pay a payment in March and they would send a check of $80 to the fiance company. I received an email on 4/1 that my payment was past due and stated that I owe $ 356.98. I called [redacted] up right away and he couldn't give me answer on why it wasn't taken care of, again assuring me that I didn't owe March's payment. I finally get a call from [redacted] and he said he was taking over the issue. I was told he would get back to me and never heard anything. I called them today 4/5 and he said he would grab my file and get back to me, this was around 1p. As of 4p I hadn't heard anything so I called him back and he said that he was having a hard time getting a hold of corporate. He spoke with [redacted] and another guy and said they didn't tell me that March's payment wasn't included. He said it was a he said she said issue and I would have to take it up with the bank.Desired Settlement: I want my March's payment taken care of plus the $80 they do owe paid to my account. I was told that I would not have to pay anything in March. I also want any late fees covered that may incur with payment being late.

Business

Response:

I have reviewed your complaint with applicable managers and respond as follows:You came into the dealership to trade in a lease that you were in with Nissan and lease a new Kia on February 26, 2016. A deal was put together and you agreed to the contractual terms under the agreement, which included all payments due under the lease agreement. The down payment that was collected by the dealership included your first lease payment for the term of February 26, 2016 through March 25, 2016, with the next payment due on March 26, 2016 in the amount of $278.22. Russ Darrow did not agree to make your second payment on your behalf. No where in the contract does it state that we would be providing you with this. the payment that was sent by Russ Darrow to Kia in the amount of $196.49 was an overage from the payoff of your Nissan lease. This money was sent and should have offset your March payment, thereby reducing the payment amount down to $81.73, which would be paid by you. As you know since you had previously leased a vehicle, payments start as of the day you lease, not 30-45 days after contract. If there was anything misstated in relation to your 2nd payment it would have been that the payment was not due until March 26th and not April, which is a five day difference.I'm sorry that you feel we owe you anything, but we simply do not.Thank you,[redacted] Corporate Paralegal

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 has been resolved. I have read the response from the company. This is the first time time I've ever been told that there was a credit. I was under impression they still owed the $81 and I was never told it was a credit. I am very disappointed that it took making a complaint on the Revdex.com for them to finally give me an answer. I have been in contact with them since Feb. 26th. If I would of known that there was a credit on the account this would have never been an issue. Their customer service is horrible and there is no lack of action on their part.

Regards,

Review: Purchased a 2005 Honda CR-V on Friday at Russ Darrow Nissan. Picked it up Saturday. Sunday noticed the driver's side door lock does not work with the keyless entry. Called [redacted], salesman who sold me the car, and he checked with "[redacted]" his used car sales manager, who told him "car was sold as is, can't authorize to have it looked at." Car was/and still is on the weBsite, listing "keyless remote entry." I didn't try the remote entry while I was there, assuming since it was advertised as having the option, it was verified as working. [redacted] said his used car sales manager said I should "try tapping around the lock with a rubber mallet." Tried that, didn't fix it. I expect better service and someone to take ownership of the issue and have it fixed. Called back and spoke to [redacted], who offered to buy the car back. Sorry, it was sold as is, nothing he can do. Asked for his boss, [redacted], who said the same thing. Additionally, when I said the advertising of "keyless remote entry" was fraudulent, he said "That is debatable." When I asked what he meant by that, he said "It works on 3 doors." He asked me what I expected and I said I expected the dealership to do the right thing and fix the driver's side door remote entry, since it was sold as having that option. He indicated it was my responsibility to have checked to make sure the remote entry was working and that they sold it at a very low price (to which I reminded him that they set the price, not me). I view this as very unethical and fraudulent. I want the car, but I also want it with the options they advertised it as having.Desired Settlement: I want them to fix the driver's side front door remote entry feature so that it works, since this is a feature that they advertised when listing the car. I also want it fixed in Madison at the Russ Darrow dealership, s that I do not have to make the lengthy trip back to north Milwaukee.

Consumer

Response:

On Thu, Jul 31, 2014 at 8:31 PM, [redacted] wrote:

This is in response to your follow-up on my complaint, filed 7/14/14. I called the corporate office the day after I filed this complaint and spoke to [redacted] (###-###-####), who after research, indicated "they would fix my remote entry, as I had found the problem within a couple days of purchase." My repair, which ended up needing not only the door lock actuator replaced, but also the door latch itself, was performed by Russ Darrow on the east side in Madison. They were extremely professional and provided me with a loaner car when they realized that the door latch also needed to be replaced. They performed the repairs within 1 day. Entirely pleased with their work and customer service.

I did leave a vmail for Ms. [redacted] after the repairs were complete and thanked her, but indicated that the dealership in Milwaukee should have done the ethical thing and repaired the door when I contacted them on 7/14/14. I am highly unsatisfied with the service or more specifically, the lack of service, from Russ Darrow in Milwaukee and especially with their manager, [redacted], who was condescending and unresponsive to my complaint about false advertising, responding that the keyless entry not working was "debatable, because it DID work on 3 doors and that it was my responsibility as a consumer to have made sure it worked before I took the car."

In the end, Ms. [redacted] did rectify the situation, but again, had I not taken the step to research how to contact the corporate office and then done so, I would have had to pay for repairs to the car myself. I would never buy another car from the Milwaukee dealership, based upon their complete lack of accountability for the product they sold.

Russ Darrow advertised a 2003 honda odyssey van on craigslist. I called the number to see if the van was still available, and the salesman put me through to George, the used car manager. George told me the van was still available, and how great it was, and how it has always been serviced at Russ Darrow. I made an appointment, drove 30 miles to the dealership, and when I got there, the salesman said the van got backed into a pole earlier in the day, and the used car manger wasnt aware of it. The salesman asked me if I would like to see a more expensive van, and when I told him I really wanted the other van, he told me there were all kinds of problems with the oddysey anyways. Weird, George told me how great it was. Was this van ever really available, and posted just to get customers in? Never had a salesman tell me there was all kinds of stuff wrong with a car they were selling. Needless to say, I came to look at that van, but brought a lot more cash, and a trade in, in case I saw a more expensive vehicle I liked. After the salesman said there was a lot of stuff wrong with a van they were selling, I walked out.

Russ Darrow Mazda of Greenfield, WI Beware of the "bait & switch". I was sent an email regarding a new car inquiry, stating that with any new car purchased with trade-in, purchaser would receive a $1500 Visa card (even the fine print agreed with this). Well, after coming to an agreement on a purchase-trade, I was told that this only applied to "new 2012 & 2013 models". Really? They still have brand new 2012's on the lot?? When asked if any of these were available, the answer was "no". Again, the email claimed "any brand new Mazda". I was trying to purchase a 2014. Funny how the game changes once you're in the door. I could not do business with anyone who uses false representation.

After reading some reviews we were hesitant, but the sales staff at Russ Darrow we're extremely personable and helpful. My partner and I am very happy with the experience we had at this Russ Darrow dealership. They provided great customer service and offered me a great price on my trade.

Review: I recently bought a 2012 Toyota Camry and as I am on my way home from purchasing my veichle I notice a chip in the windshield so I pull over to call the dealer which is then closed (guessing it happened when the car was being detailed before I took it home). The next day I went to the dealer and they said they will have someone come to my home to fix it. They came to seal the crack but it is still looks the same. I feel I just spent $22000 on this veichle it should be in almost perfect condition. I want my windshield replaced and they are refusing saying it ok because it is not going to spread. I would not have purchased a veichle with a sealed or non sealed crack in the windshield it looks tacky, I paid too much money for it to look like that.Desired Settlement: I want a new windshield

Business

Response:

I’m sorry that you have had a negative experience in relation to purchasing a vehicle which has a chip in the windshield. The chip in the windshield is not a safety concern and was fixed by sealing said crack. If the chip were a crack or a safety concern, Russ Darrow would view this situation as a safety hazard. However, it is an aesthetic issue which was on the vehicle at the time of purchase. I will be willing to offer $100 towards the replacement of a windshield if that is what you intend to do. I will issue and mail this offer to you today.

Review: I recently purchased a vehicle from the Russ Darrow Group in Waukesha, WI. I am financing the vehicle from them, within 5 days of the purchase the 2006 Jeep Commander I purchased started to make noises involving the power steering system. I filled up the power steering fluid and within several hours the reservoir was empty. I called the business immediately to alert them of the problem. They informed me that they would take a look at the vehicle free of charge to find the issue. After bringing it in the next business day, they notified me that the power steering rack was leaking fluid and was not functioning properly. I asked them to fix it, but due to the vehicle issue not being covered by the power train warranty, they said they could not replace the part free of charge. After taking the vehicle home and examining the power steering rack, I noticed that on the passenger side, one of the boots connected to the power steering rack was secured by a zip tie. I immediately called back the dealership to ask them about inspection and service practices. The person I spoke to informed me that the Russ Darrow group service department would not secure this part with a zip tie and that they did not complete this action, he also said that it would have been like that before I bought the vehicle. I asked him if something like this would be noticeable during the inspection of the vehicle, and he replied, "yes, it would be visible." I then asked him if there were any notes made on the vehicle about this particular part being secured by a zip tie and he replied, "no". I then asked him, if the zip tie was noticeable during the inspection, wouldn't it raise any concern about the part, considering that the factory clamp still remained on the driver side of the vehicle? His reply was, "The vehicle was not leaking here on the lot, or when you test drove it." The repair for this problem with the vehicle is upwards of $1000.00 and I do not believe that I should have to pay for this type of problem less than a week after the purchase of the vehicle. During the negotiation process, I opted to purchase a warranty that would cover such issues with the vehicle, the [redacted] replied, "I cannot offer you this warranty, because the vehicle is over 6 years old, you can only purchase the power train warranty." I am not sure if this is a correct practice, it seems as if they knew something was possibly wrong with the vehicle, before selling it to me. Since this is a part checked during the inspection and they obviously saw faulty materials on the vehicle , I believe they should be responsible for correction of the issue.Desired Settlement: I would like the Russ Darrow group to properly fix the vehicle's power steering issues at no cost to me. I would also like them to reimburse me for the purchase of power steering fluid.

Business

Response:

I’m sorry that you had a mechanical issue immediately following delivery of the vehicle. It is my understanding that the matter has been taken care of by our internal complaint department at the corporate office. You delivered to Russ Darrow a copy of all outstanding bills associated with the power steering leak and these were promptly paid directly to you.

If you have any questions or concerns, please do not hesitate to contact me directly at ###-###-####. [redacted]

Review: Brought in vehicle for routine service (oil change and tire rotation). First time visiting this business as I had previously gone to Concours Motors. Concours, however, is no longer a Mazda dealer. Service was quick and prompt, but immediately after pickup, I noticed that vehicle pulls significantly to the right. (I did not immediately return to the dealer as I had other obligations to attend to.) All tires have the same tread depth, wear, and tire pressure, so something had to have been done by service personnel to cause this problem. I have emailed the customer service manager of this dealer regarding this matter, but in seven days I have received no response.Desired Settlement: I do not intend to give this business the opportunity to correct this problem (and likely create more), but simply wish to make the matter known.

Business

Response:

Mr. [redacted],We are sorry to hear about your experience please contact [email protected] or fill out our Customer Care form @ http://bit.ly/RussDarrowCustomerCare to allow us to assist in any way possible. We value ALL OF OUR customers and will go above and beyond to help

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: I had an issue with Russ Darrow In Wauwatosa in August. I have enclosed below the letter I wrote to the service manager. I also pasted his resolution which was a 100 dollar gift certificate. I recently learned that my daughter did not get this 100 dollar credit. Upon writing the [redacted] of the branch by e-mail I was not even given the satisfaction of a response. My daughter is a grad student and is using m car while living in the Mequon area. I am in the Green bay area.

Mr. [redacted],

I am writing this letter in response to the two visits my daughter had to your service department when she had issues with her 2006 Kia Optima. I feel that she did not get the best service from your department on her second visit. I am beginning with you as I see your name on the invoice. Hopefully, we can settle this between the two of us.

Enclosed are two separate invoices for service on the Kia. The vehicle is being used by my daughter when she is away from home (Green Bay area) and going to grad school in Mequon.

The initial issue was that the Kia would stall out infrequently for an unknown reason and she became quite concerned about this. On June 18, 2015 at my direction I told her to take it to your dealership. The tech did a decent check that was detailed on the invoice and unfortunately he was not able to find any p[redacted]lems at the time. This is invoice [redacted] and I do not dispute this invoice.

The car had stalled again in late July and she was again concerned. Within a week or so of that stall a check engine light came on which also became a concern. She took the car to an [redacted] and they read the code for free. They found a bad O2 sensor in Bank 1 sensor 2. She also called your dealership and asked some questions and was told that [redacted] scanning software was not as thorough as yours is so the p[redacted]lem is p[redacted]ably different than what they read. Since she is in grad school and her time is extremely tight she had to make an appointment with your service department. The appointment was for August 21st. She arrived on time and the vehicle was taken to be looked at. After 2 hours of sitting and waiting your technician was finished and she was told what was found. As found at [redacted], the same O2 sensor was found to be bad. Your department did not have this sensor and stated they would have to order it if she wanted the repair done. The cost was $297.04.

The next recommendation both upsets and concerns me. The technician “RECOMMENDS” replacing the timing belt and camshaft position sensor at a cost of $844.43, my questions are: did he do an electrical test on the camshaft position sensor and does he know that the timing belt is bad. If so, what data can he show me? Let me add that I am the original owner of this vehicle. It has 46,000 miles on it. I am feeling a little like my daughter was taken advantage of at this visit. I am not against fixing something that needs to be fixed but I believe it is irresponsible to recommend something with little to no basis.

I would ask you to ask yourself, if this was your daughters experience would you feel good about it? I don’t for these reasons; 2 hour wait time with a 1 hour shop charge for a diagnosis that you and I both know is not a 2 hour job. Secondly you did not even have the part on site to make the O2 sensor repair even if we wanted it (which I would not), thirdly and most concerning is to recommend replacing something without data is like throwing parts to see which one works.

I took time off to personally come down and do some of the basic repairs to the car. I have it running fine. I replaced the sensor myself. I have instructed my daughter to monitor the car but in the future we will not be returning to Russ Darrow for service as the second visit has me feeling taken advantage of. I am very disappointed to spend the $127.73 and I am asking you for some consideration in eliminating this bill. I trusted your company to take care of my daughter in my absence and I was OK with the first encounter but the second one is disappointing to say the least.

I do not work conventional hours so I ask that you reply to me in e-mail or postal form. I trust that you care about your company and its reputation and hope you can see my point.

Thank you,

Here is the e-mailed response from Mr [redacted],

Hi Mr. [redacted],

I received your letter and looked into both repair orders / service visits. I am sorry you feel that way. The first service visit on June 18th we diagnosed the vehicle for an intermittent stalling concern. At that time it had no codes in the computer system. We went through the fuel deliver and ignition systems completely, but were unable to identify a malfunction. With the car not acting up and without being able to find a failure during our systems tests, we recommended no repairs and suggested you to monitor the vehicle and see if it acted up again. At that time we would have gone through the fuel deliver and ignition systems again at no additional charge. So far as I understand that p[redacted]lem has not acted up again and we are continuing to monitor it.

The second time the vehicle was brought in, on August 21st, it was brought in for a check engine light concern AND a note regarding the stalling concern in July. An estimate for diagnosis was given and authorized. At this time we did find a code for the bank1 sensor2 oxygen sensor. We went through the oxygen sensor systems test and did find a faulty oxygen sensor. A failed oxygen sensor is not going to cause a stalling p[redacted]lem, so we also went through the ignition and fuel delivery systems test again (hence the additional time). Each systems test is individual and different form one another. Yes, O'Reilys read the trouble code for you for free, (which we will read trouble codes for free as well) but all that is, is reading a trouble code which identifies which system test you need to perform to properly diagnose the failure. We charged only for the systems test of the oxygen sensor circuit. We performed the ignition and fuel delivery systems tests again at no charge.

The crankshaft position sensor, although testing ok at this time is part of the ignition and fuel delivery systems and was only mentioned as a possible cause of the stalling issue.

I am sorry for any misunderstand or miscommunication. At this time I do not feel we did anything wrong but would be willing to, as a goodwill offer, give you a $100.00 Russ Darrow gift card that can be used at any for the Russ Darrow Stores for any parts, sales, or service. Please let me know what address you would like me to send it to.

Thank you,

Parts and Service Director

Russ Darrow Kia of Wauwatosa

[redacted]@russdarrow.com

They never sent the card or any other correspondence except for my daughter receiving unsolicited spam e-mail to buy things at this dealership.Desired Settlement: My resolution is the same as initially desired a refund of $127.73

I have no idea why he did not follow thru and send the gift card.

Business

Response:

I'm sorry for the inconvenience this may have caused your daughter and yourself. I contacted the Service Manager and the [redacted] of the dealership and they both thought that the Russ Darrow Gift Card had been sent to you. After further review, you are correct...nothing ever went out. As such, I have gone ahead and cut a check for $127.73 and will be placing this in the mail to you today.

Again, I am sorry if you felt we took advantage of your daughter, this is not how we conduct business.

Thank you for your consideration.

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. I thank you for finally resolving the issue. I appreciate the refund however all along it was not about the money. I am regretful it had to get to a Revdex.com complaint but I had no where else to turn. Thank you again.

Regards,

Review: Last year I asked Russ Darrow to remove me from their mail list. They said they would. However, last week I got junk mail from them again.Desired Settlement: Remove me from their mail list.

Business

Response:

I am sorry that you continue to get unwanted mail/advertisements at your home. I have given your information to the advertising department to take off of the mailing list and to delete your address from our system. I will inform you however, that if an when we purchase an advertising list from a company and you opted in to that mailing list, you will receive mail from Russ Darrow. The lists that are purchased do not go through our database and therefore cannot be caught by the advertising department as mail unwanted. The way to get off of the databases where you opt in would be through the Federal Trade Commission, Junk Mail Opt Out: [redacted] This is the Federal Trade Commission Website. There are two options to opt out for, i.e. 5 years or lifetime

Business

Response:

I have reviewed your response, and I will reiterate my response...we do not provide, sell or release our customers information to any third party. We hire third party outlets to send mailers to potential customers based on lists they purchase from other third party vendors, not Russ Darrow. We do not want you to receive anything from us that you do not want. We do not intentionally send you these mailers just to irritate you to the point that you file a complaint with an agency that requires a response. This creates a lot of unnecessary time consuming responses by both of us. In my previous response to you in 2013 I provided the following information:

The way to get off of the databases where you opt in

would be through the Federal Trade Commission, Junk Mail Opt Out: [redacted] This is the Federal Trade Commission Website. There are two options to

opt out for, i.e. 5 years or lifetime.I hope this helps you and if in the future you receive anything from us, please disregard it and place it in the recycling bin. Again I apologize for the time you have spent dealing with this issue. It is not intentional by any means!Thank you for understanding,[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.

Review: Drain plug fell out of 2014 Honda CR-Z on interstate highway. Car was towed to unrelated dealership. Maintenance Minder in car said 70% oil life remaining. Honda rep says resulting engine damage the fault of human error. Russ Darrow Honda says that since the problem wasn't immediate, the fault is not theirs, and will not pay for engine damage resulting from their work.Desired Settlement: Russ Darrow pays for damage done by faulty maintenance.

Business

Response:

I have reviewed your complaint with the Service Manager and he stated the following:Mr. [redacted] was last in for service on May 21st at 17,230 miles. I received a phone call from adealer in Madison sometime in august calming that his car was towed in and thedrain plug fell out of the oil pan, causing the engine to be run for a periodof time without oil. In most circumstances vehicles with a drain plug thatisn’t put in all the way will leak immediately, or will come out fairlyquickly. It has been nearly 4500 miles since his oil was last changed. We don’tbelieve it had anything to do with the service we provided based on time andthe mileage driven.I would be happy to obtain an estimate for replacement of the engine, however, without diagnosing the vehicle personally I would be unable to provide a detailed estimate. Please let me know if you would like me to do this.[redacted]###-###-####

Consumer

Response:

Review: Purchased a new vehicle. Price agreed upon was 8,000 including paint protection, minus tax, title, and licensing. After looking carefully at papers when I got home, I realized that they had charged me 9376.26. I subtracted the fees for tax, title and licensing and realized that I was charged @ 8592.00 for the vehicle, not the 8000 that I had agreed to. I contacted the finance manager, sales person, and sales manager numerous times for an explanation, but not one of them responded to my inquiries.Desired Settlement: I would like a check back for the difference between what I agreed to pay and what I was charged, in the amount of 591.68. An explanation would also be appreciated.

Business

Response:

In reviewing your complaint and your car deal, I do not see anything that would notate that there was a problem with the purchase contract. If there was a discrepancy in the purchase price, that should have been brought to the attention of the finance manager at the time of contracting. As a consumer, you need to read and review every contract that you sign to make sure you are getting the deal that you negotiated. If there was a difference, you should not have signed and taken delivery of the vehicle. However, this is not the case. You signed the contract agreeing to all the terms and conditions of the contract. You are legally bound by this contract. As such, Russ Darrow will not be reimbursing you any money associated with the price you state you didn’t get. As for the VISA gift card, the contract that you signed states that this includes all incentives and or promotions offered. The VISA card was not negotiated as part of your deal and again cannot be paid out after the deal is contracted.

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. Although I do think it unfair to play all blame upon consumer. Apparently, honesty is not the best policy when buying a car. As a consumer I have to expect to be ripped off.

Review: We bought a car from Russ Darrow and were rushed into the buying of the car but then sat waiting until 4 hours later to be rushed through paperwork and told to bring a check on Monday for the rest of the payment. We were sold the car with only one key so I kindly asked if they could work on getting us another key; they said they could not. Why not? They own Chrysler dealerships; how hard is it to call them and ask if they could send one? So, we went and bought one from another local dealership that was happy to help us. We were also told and have in print they fix all recalls on the vehicles they are selling but our car has a recall that was open at the time we bought it; they said they did not have time to fix it since it had been on their lot. Ok, so then do not advertise that they are fixed then. We were given a sheet in our folder from the dealership that it says they check for recalls and fix them on all their vehicles. We also have received a certified letter that we owe them money still for the car. I called as soon as I opened to ask the Finance lady we had dealt with where this was coming from and why we owe them; she said that she cannot remember every car that is sold and did not know the exact details. When I stopped the Monday after we bought the car to drop off the check for them; why wouldn't you tell me to correct amount we owe you then? They are very unorganized and did not want to step out of their way to help us. I am not recommending them to anyone.Desired Settlement: I want a refund for the amount we paid for the key to be made and programmed.

Business

Response:

I apologize for all of the issues you seem to have experienced while purchasing your 2012 Chrysler 200. As for the key, this vehicle only came with one key. If you needed or wanted an additional key it would have needed to be worked in the deal as keys are somewhat costly. We do have 3 Chrysler dealers, however, in order to cut a new key, the vehicle would have been needed and the closest Chrysler dealership is in West Bend, WI. You could have paid that dealership to cut and program a key, but it sounds as if you went somewhere close to your location and did the same thing. The State of Wisconsin does not mandate that we sell every used vehicle with two keys.As such, I will not be reimbursing you for the key that you had cut for your vehicle. [redacted]

Consumer

Response:

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Description: Auto Dealers - New Cars, Auto Dealers - Used Cars, Auto Repair & Service, New Car Dealers (NAICS: 441110)

Address: W133n8569 Executive Pkwy, Menomonee Falls, Wisconsin, United States, 53051

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