Russ Darrow Group, Inc.

Review: They sold me a car that had a bad transmission. I was told by a mechanic and a car salesman that the car should never have been sold

in that condition. A safty check was not done. S o now I have a car that I paid $2500.00 dollars for and It want move. I purchased

it in May 2014.Desired Settlement: My money back. They offered me a credit that must be used there. I don't want to

ever do business with them again.

Business

Response:

I am unable to find a transaction using the information that you have provided. Please provide the location in which you purchased the vehicle, the name or names as stated on the contract and the date of purchase. Upon receiving this information, I will be more than happy to look into this matter for you.[redacted]###-###-####/[redacted]

Consumer

Response:

All levels of staff were rude and condescending. They treat their customers with nothing but disrespect. To make it worse, they will intentionally make you wait as long as possible while they disappear. It seems to be a game for them to see how long they can make you wait. I’ve never encountered such horrible customer service. I have called numerous times every single day for over two weeks to get an issue with the vehicle I purchased from them repaired, but they will not return my phone calls. Not only is it poor customer service to refill a leaking air condition system without fixing the leak, but I am fairly sure it is illegal!

Russ Darrow Nissan of Milwaukee lost an easy sale. Three hours wasted because the salesman tried to upsell us on something he couldn't make happen. The $27,985 online sticker price Rogue was actually $31,xxx.00. We were clear about about budget the minute we sat down. [redacted] the sales man said, "We can't get you in the Rogue for $25,000, but we are trying to get rid of the Murano inventory, so we can do it for $25,xxx.00. We need to make room '15s." For that reason ONLY we considered looking at the Murano. We decided to buy the Murano based on [redacted] statement. The price presented was $35,xxx.00. $4K more than the car that was $4K more than listed price to begin with. The gm disrespected us, after we were very clear on our intentions, by scolding us like children saying, "YOU Really CAME IN HERE TO OFFER $25K AND EXPECTED TO GET A 40K car." Our reponse, "NO. We came in here wanting to spend $25K on a $27,985 car, which you tried to sell us for $31,xxx.00" His response,"GOOD NIGHT FOLKS(with a thanks for wasting our time tone)."

When looking to buy a car they held my car key hostage so that I would buy the car. I was there for over four hours. The sales person said only 5 more minutes after another 20 minutes they still did not have a deal for me. Now they had had my key for over 3 hours and when asked for the key they change the subject. Finally I had to leave as my blood sugar was dropping. I was in tears and had to ask four times to get my key back before I could get my key even then they tried to get me to take the KIA Soul that I had looked at home. I said no I want my key back now. They did offer to go get me dinner but it was too late for that as I felt then that I had been abused by them. I did go back the next day after looking at the Blue Book value of the car and made an offer which they did not accept. At which time I left. It was not the sales person fault as the Manager had the key and would not give it back. It was also a big sale going on which created the problems

Review: I need ball joints. A tie rod,I have contact Nissan , I have contacted Russ Darrow they are refusing to help me. I purchased this vehicle a little over a year I believe I should have been told or given an safety inspection sheet when I purchased this vehicle. My vehicle is a 2005 Nissan murado, it had 76,000 miles at the time of purchaseDesired Settlement: I think the company should do the repairs on my vehicle

Consumer

Response:

On Saturday November 2, 2013 I took my 2008 Nissan Murano into Russ Darrow Nissan located at [redacted] for my routine oil change, I was also due for tire rotation. After my vehicle was serviced I was informed by the technician that my vehicle needed ball joints and a tie rod, at that point I became upset because I felt that I should have not been responsible for the repairs, because it wasn't quite a year that I had that vehicle. I was never given an auto safety inspection sheet at the time of purchase. I asked the technician for Russ Darrow customer service number. I called the customer service number that same day, and they were not open. On Monday November 4,2013 I called Nissan customer service again. The customer service rep stated she would have someone from the Nissan department give me a call. On Nevember 5,2013 someone by the name of [redacted] called me, I explained to [redacted] what my concern was, [redacted] said she would give me a call back on the November 12, 2013. On November 12, 2013 I called [redacted], I didn't wait for [redacted] to call me I spoke with [redacted] she stated she would have an decision for me Novemeber 15, 2013. [redacted] called me back on Thursday November 14, 2013 and stated there was nothing she could do for me. Then on that same day, Thursday Nivember 14, 2013 I called [redacted] in [redacted], I spoke with [redacted] said she would talk to the manager at Russ Darrow Nissan and she would call me back. On Monday November 18, 2013 [redacted] called me back she stated there was nothing she could do for me, she stated she spoke to the manager who also stated he couldn't help me because it was a used car and also because of the weather that we have and the conditions of our roads.

Business

Response:

After reviewing your complaint and your follow up information provided on November 22nd, I have found that Russ Darrow Nissan has not made any indications or implied warranties to fix your vehicle after the date of purchase. You purchased a as is used vehicle with no represented or implied warranty. Russ Darrow cannot be held liable for any repair to a vehicle after delivery, whether or not it is one month, six months or one year after delivery. This is a normal maintenance issue on a used vehicle. The ball joints and the tie rod are dependent on how the vehicle is driven, what type of pavement, etc. I can offer a 20% parts and labor discount if you choose to utilize a Russ Darrow Service Department. If you would like to make an appointment, please contact me and I can set it up directly and notify the service manager of the goodwill gesture I have offered you.

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

Review: I was in the dealership on 9-28-2013 and signed a purchase contract on a 2013 Nissan Altima, This was a finance transaction acceptable to me. I informed them that the finance terms were not acceptable to me because I was told there was 0% for 84 months which was not true. I called my salesman twice on 9-30-2013 and asked for my $1000 deposit to be refunded to my check card. I called the GM twice and also sent an email with no response. I have also contacted the corporate office and was told I would get a call back in a half hour and no one called me.Desired Settlement: My $1000 deposit refunded

Business

Response:

After reviewing your complaint and following up with the accounting department, it was relayed to me that the $1000 deposit was credited to the credit/debit card used on October 3, 2013 at 1:17 p.m.

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

Review: I purchased a 2004 Honda Civic Hybrid from Russ Darrow on Sunday, 11/1/14. The next day I noticed a shuddering during initial acceleration. I did not notice the issue during my test drive and the Wisconsin Buyers Guide had no mention of it either. I did some research and found the likely cause was the starter clutch. I called the dealer and described the problem and was transferred to the [redacted] on duty, [redacted], he told me that I could bring it in and have them look at it. If the issue was major and I didn't feel comfortable with the car, he would take it back and refund me the full purchase price of the car.

Later that afternoon I took the car in to have it diagnosed. The service adviser told me it was indeed the starter clutch. She gave me two options, one was to burnish the clutch and the other was to replace the starter clutch. I went over to the other building and talked to [redacted] and he said if I wanted he would refund my money and take the car back. I told him that I wanted my money back. He then went and talked to the finance person and then came out and told me that because I financed the car he could not refund my money.

I asked him why and he didn't have a good answer but he just said that he assumed I paid cash since it was a "budget" car. He never asked nor did I ever give him the impression that I paid with cash. He told me the only thing he would do was pay for the burnishing and he and the finance person assured me that this WOULD fix the issue.

I went ahead and allowed them to perform the burnishing. The service advisor came and told me the car was done but not fixed. I drove it across the lot and it was actually worse than before they burnished the clutch.

I went back to talk to [redacted] and the finance person, who was supposedly an expert, and [redacted] wouldn’t even look at me and the finance person told me that it was a used car and they are not responsible.

I understand that this was a used car and it does not come with a warranty, however, [redacted] told me, not once but twice, that they would reverse the purchase if I didn’t feel comfortable with the car. Russ Darrow should do as they promised.Desired Settlement: I want [redacted] and Russ Darrow to keep their promise and refund my money and take their car back.

Business

Response:

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.[redacted] admitted to everything outlined in my complaint and Russ Darrow has offered and came through with allowing me to return the car.

Review: I stopped in this establishment in November just to find out numbers and in the end I was pressured in to buying a 2008 gmc. after I took delivery of the vehicle they sent me a check in the mail with no instuctions in the envelope. After downpayment and dealing with all I had no money and used the check to make the first payment ....And now 5 months later they called and told me that I was supposed to sighn the back and return it ...but I had no idea... they called me and stated that they will damage my credit if I dont pay them back ? Its 5 months later ? And I never asked for them to give me anything. I dont think this is fair at all. I stated several times during this whole thing that I wasn't ready to buy a vehicle.I even stated that if I dont have enough money then I dont wanna do it because I dont wanna end up too much debt like this is leaving me . I dont think its fair that my credit gets damaged for somthing thats NOT my mistake....and to top it all of it looks like the all wheel drive is going out on this vehicle, ...unfair totallyDesired Settlement: I wish I could have all my money back and just go somewhere else for my vehicle needs this was a huge mistake....

Business

Response:

After reviewing your complaint, I have determined that the check that was sent to you was for purchasing your Dodge Durango outside of the vehicle purchase. By doing so, the $600 allowed for the Durango would go towards the down payment on the 2008 GMC. Your purchase contract for the 2008 GMC states $400 and the additional $600 from the Durango would have made up the full payment. I spoke with [redacted] of the dealership, who was there at the time of the transaction, and he stated that you were told that you would be receiving a check in the mail from our corporate office within a few weeks. The check specifically states for the purchase of the 2000 Dodge Durango. That check was supposed to be signed over by you and sent or taken back to the dealership for the remaining down payment on your purchase. (Attached please find the check for the $400 receipt and a copy of the check for $600 that was sent to you.

Due to the obviously confusing nature relating to this matter, I will agree to accept a payment arrangement from you for $100/month in lieu of coming up with $600 at one time.

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

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Review: Purchased a used car valued at $32,000. The car was presented for sale in the evening and parked between two cars and also dirty. The sale was completed and the car was washed and prepared for delivery at 9:00 P.M., well after dark. Upon checking the car in the morning a small dent and scratch was noted. We could not have seen it in the dark however they would have noticed it upon washing it. We got an estimate to have it repaired for $650 from the dealer however they refused to pay for it. I feel if we had not been rushed to accept the car in the dark and would have seen the small damage we could have asked to have it repaired before we took delivery or had the option not to purchase the car. I am confident that they knew of the dent and scratch especially when they washed it and did not disclose the problem.Desired Settlement: A check so we can have the car repaired or have the dealer repair to our satisfaction

Business

Response:

After reviewing your complaint and speaking with [redacted] along with [redacted], you or your father had also written a letter to our [redacted] asking for the same remedy. At that time, the answer had been "no" as the damage was likely caused after delivery. It is the customer's responsibility to view the vehicle for any inaccuracies prior to delivery of the vehicle. It is my understanding that when you were negotiating the deal, it was still light out. It was your decision to take delivery of the vehicle in the dark as it could have waited until the next morning. Once the vehicle is contracted and you have taken delivery, there is no additional warranty whether implied or stated that attaches to the vehicle. If the vehicle was scratched on the lot before delivery, it should have been notated by you, to a dealership staff member. Russ Darrow Group is unwilling to offer any assistance with this matter.

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

Consumer

Response:

We purchased a vehicle from the Russ Darrow Used Car Superstore in Green Bay, we had called and wanted to know if they could bring a vehicle up from Madison to look at. When the vehicle finally had arrived in Green Bay we went to look at it and began the purchase process of the vehicle. We had asked the salesman for several things that we would of liked done with the vehicle, he seemed disinterested in following and we had to continue to ask for these things. We then began the loan process and we wanted to transfer plates from our old vehicle to the new and they said they had done that but after reviewing the loan it stated that we were purchasing new plates. After several unreturned calls from the salesman and the person who was doing the loan we had just given up. A couple weeks later we received a check from Russ Darrow receiving a refund for the purchase of new plates, but nothing saying they had messed up or an apology. We had also asked several times for the report of the pre inspection that was done on the vehicle, neither the salesman or the service manager could produce one. Makes you wonder if it was every completed? Then after taking the vehicle on a family vacation we noticed the ac did not work. So we called and stated this needed to be repaired, which they did finally after 7 visits to the dealership. After each visit they stated the a/c had been fixed which it was not. Finally after the getting the compressor replaced and all new lines put in it finally works. It was like they had tried every quick fix in the book instead of just fixing it properly the first time. Then after getting the vehicle back we find out now the some of the radio features do not work because the battery was left to run low and blew the circuit board on the back of the radio. Needless to say I will not bring this back to Russ Darrow to get the radio fixed, because I have no confidence in their service department. I will pay a professional dealership to make this repair or I will attempt to do it myself. I will never return there again or recommend anyone I know to go there. It was the worst experience buying a vehicle ever.

Purchased a Kia from a different dealership still under Manufacturer warranty. Check Engine light went off within two weeks of owning vehicle(No Problem, Things Break). Brought to original purchase location but since vehicle still under Manufacturer warranty needed to take it here to Russ Darrow in Appleton. Had to put car on computer again to "verify" what problem was even though it was already documented. Then didn't have part SUV needed for a 2011 so it had to be ordered(Again no problem)....but never got a phone call part was in. Got a notice card in mail 1 week later stating part was in and call to pick it up, why didn't I receive phone call to schedule work to be completed??? Now back at dealership and waited 3 hours for work to be completed on what should have been a 1 hour job. Worst Customer Service Ever.

Go to BERGSTROM AUTO where they recognize a customers time is valuable and treat you more like family. Love the Kia.

UPDATE1-Check Engine Light back on again 1 day after having it in Russ Darrow "Service Department"

UPDATE2-Had Bergstrom look over car and apparently the auto tech at Russ Darrow never plugged a couple of cables back in when we was completing the warranty work. Talked with Service Manager, who basically told me there is nothing he can do and reminded me that I have to take Kia to a Kia dealer for any warranty work. I will drive to Green Bay before ever giving my vehicle to a Russ Darrow location again.

UPDATE3-General Manager doesn't return my phone call.

I went into Russ Darrow Mitsubishi to buy a car they had advertised online for a price of $25,822 but they would not honor the price because they said they would be taking a loss on the car. This was Saturday, August 31 2013 and the car is still advertised at this price still today (9/4/13).
I had filled out all the paperwork and was approved to buy the car but at the sticker price, not the advertised online price.
They then tried to sell me other cars on their lot.
The car was a Mitsubishi Outlander and the VIN is JA4AD2A35EZ008153.
Please check this out for me.
I will never purchase from this dealer in the future.
-[redacted]

Review: On Saturday morning, 7/20/2013, I was looking at a preowned 2004 Honda Accord listed on the internet for sale at Russ Darrow Toyota in West Bend. I made a phone call to the dealer and was directed to a salesperson. I questioned [redacted], the salesperson I was directed to, if the vehicle was still on the lot for sale before I traveled from Fond Du Lac to West Bend to take a look at this vehicle. [redacted] said he would confirm that and call me back shortly, which he did. Next I drove down to Russ Darrow Toyota in West Bend to hook up with [redacted] to look over and test drive this 2004 Honda Accord. I would like to add that my complaint is not with [redacted], he was very professional. Unfortunately the salesperson ends up positioned between the customer and management. The next step was to get my trade in vehicle appraised and negotiate a bottom line sale price between the two vehicles. This is where the problem begins. At this point the high pressure sales push starts. The salesperson asked for my drivers license and proof of insurance card. I gave those to him and he filled out a Form No. WISC-1 motor vehicle purchase form, written by hand. From quite a few previous vehicle purchases, I thought this was to show the agreement on purchase price between the dealer and the customer, and the deposit,or money down, or earnest money, was to hold the vehicle till the customer has a little time to think this deal over and talk with spouse and/or immediate family on a final decision to purchase the vehicle at which time any money down is deducted from the bottom line purchase price and the final papers are signed, including a outside lender contract, if applicable. With all my previous experiences, if I opted not to purchase the vehicle, the dealer gives my deposit/earnest money back and with a hand shake plus a business card says "Thank you for coming in, hopefully in the future I can sell you a vehicle." With this dealer they take advantage of the option to charge a penalty if the customer decides for whatever reason not to purchase the vehicle. In this case they wrote in 5% of the "Cash Price" as the penalty. I guess someone at the dealer decided that my $500.00 deposit would suffice as my penalty. My issue is that nothing was said to me about this entry on the WISC-1 form that I signed. I sent [redacted] a e-mail this same Saturday evening to tell him that I, after discussions with my wife, decided not to move forward with the purchase of the 2004 Honda Accord, and even went as far as to give reasons. Upon opening of the dealership on Monday morning, 7/22/13, [redacted] called my cell phone and left a voice message, very reluctantly I might add, that he received my e-mail and that a [redacted], one of his managers who I never met said that they were not going to give me back my $500.00 deposit and that there is notation of this on the FORM NO. WISC-1. My question to Mr. [redacted] is why I was never informed about this in the fine print before I signed this form ? [redacted] went over the prices listed with me, but said nothing about this 5% penalty. Also there is a list of yes/no questions toward the bottom of this form which they checked off without even asking me the questions, for example, That the trade-in has not previously been flood or water damaged. I was never asked this and yet the "yes" boxed was checked. I feel that there are items on that form that were purposely not explained to me before they got me to sign the form. Is it legal ? Maybe. Is it ethical ? Not at all. I am especially disappointed coming from The Russ Darrow Group who has been a part of the West Bend community for many years and relies on word of mouth for a large portion of their business. I know of a few different family members and friends of my wife and I that purchased vehicles and had them serviced at that dealership. They will no longer be doing business there because they wonder what other poor tactics they might try. My negative experience by my word of mouth will be much more costly to The Russ Darrow Group than the $500.00 deposit they refuse to return to me. My wife and I have been employed in retail for twenty plus years, many of them in the West Bend area. We would not have guessed that this is how The Russ Darrow Group conducts business. The two of us live from paycheck to paycheck. Losing this $500.00 will hurt us more than it will benefit them. We also know how important it is to keep the customer happy so to receive their repeat business. Again I am angry and disappointed with the dealer and feel that when I did try to communicate with this [redacted] a manager, he was very unprofessional and had very little time to talk to me.Desired Settlement: For Russ Darrow Toyota of West Bend to refund me the $500.00 by check and hopefully do a better job of making their potential customers better aware of everything on that FORM NO. WISC.1 before the customer places their signature to it.

Business

Response:

I am sorry that you had a negative experience at the Toyota dealership. Russ Darrow Group as a whole does not charge the customer a 5% penalty if the customer decides that they do not want to purchase a vehicle. I will be sending you a check for the down payment amount of $500 as well as a goodwill gesture for your time and frustration. Again, I do apologize for the way this was inappropriately handled.

Review: My 2006 Kia Sedona was towed to Russ Darrow, they advised I needed to replace the Valve Cover Gasket as it was leaking and would short out the Alternator, and to replace the Spark Plugs while the Valve Cover is off. They also said the Front Brakes Pads and Rotors are worn out and need to be replaced The Date was 2/11/14 Mileage was 130265. Total Charge was #1119.68. Also their where a lot of recalls on the Vehicle and they did not have the time to do them.On 2/20/15 Mileage was 140942. My car quit running at it was towed to [redacted] Phone ####-###-####.I was informed the Valve Cover Gasket needed to replaced as it was leaking on the Alternator and caused the alternator to stop working. They replaced the Alternator, Spark Plugs.They also replaced the Front Brake Pads and Rotors as they were shot at 10,000 miles.The Price was $1778.67 for the work.They also did all the Factory Recalls: Rear Larch Replacement, Front Coil Spring Replacement, Lower Control Arm Inspection. Heater Pipe Replacement, Rear Control Arm Wax and Undercoating.Desired Settlement: I feel that Russ Darrow did not do the work they billed me for as the Valve Cover Gasket should not be leaking which caused the Alternator to short out or the Front Brakes and Rotors be shot at 10,000 miles one year later. Why could they not perform the factory recalls? I want them to refund me the Price of the Work they said they performed which is $1119.68

Business

Response:

I am sorry that you are having issues with your vehicle, however, as you may know anything can happen at any time even after a repair has been made to a vehicle. This is why some parts come with warranties because the part itself can be defective or the vehicle could have an underlying condition that renders the parts inoperative sooner than it should. As in your specific case, the rear brakes were actually replaced. The repair order stated that the front brakes and rotors were replaced, but this was a mistake that was typed in by the service advisor. The part numbers used on your vehicle in relation to the brakes were actually rear brakes. Your front brakes did not need to be replaced at the same time as they were still within normal operating specs. As for the open recalls on the vehicle, I cannot tell you for sure why these were not done during the service. The handwritten notes on the repair order by the tech seem to indicate that we would have had to keep the vehicle longer than you would have liked at the time. None of the open recalls were safety related so they would have been able to be done at a later date.Again I apologize that you feel we did not repair your vehicle, however, this is just not the case.If you have any further questions, please feel free to contact me directly.[redacted]

Business

Response:

Russ Darrow does not charge a customer for a service that they do not perform. As such, we performed all work as requested and will not be reimbursing for anything. As for the front brakes and the typo on the work order, I am sorry that the technician who imputed the information made a mistake, which I do not consider to be Bad Business as you stated.[redacted]

Consumer

Response:

I look at a car on there website on Saturday 2/6/16 a 2003 Ford Taurus it says the mileage is 75,600. When looking at the pictures of the car. One of the pictures showed 141 thousand miles. I called the dealership and asked specifically about the mileage and was assured the 75,600 was right. So I made an appointment for Monday the 8th to look at the car. I was called Monday morning to verify the appointment, again I asked about the mileage and again they said 75,600. I arrived at the time to look at the car expecting to buy it if everything was what it said it was. Within 5seconds of sitting down with the salesman he said no it had 141 thousand. After voicing my disappointment with almost double the mileage on the car. As I was leaving they said so sorry for the mix up and we will get that taken off or fixed on the web page. As of Today 2/10/16 it is still up on there website with the same wrong information. I wonder how many other times this happens. I also emailed the manager of the dealership on Monday when I got home and still haven't heard from him.

I came to test drive a car because I've heard great things about Russ Darrow. After 2 hours of being there I had other obligations I needed to tend to. Once stating that I need to get going, the salesman told me he is trying to work out a deal with his manager regarding the car I liked and what my rates would look like if I got the car. I waited another 15 minutes for the rate to come through because he had done a lot of work for me already. Eventually I told him I had to leave five minutes ago. He said his manager told him I couldn't leave yet. I felt very uncomfortable, so I approached his manager. The manager was visibly upset with me. He stated that the bank called and accepted me. He asked," why did you make me do all this work if you we're planning to leave?". I said that I was just looking at options right now. He continued to be aggressive and upset with me regarding paperwork that was filled out. Eventually I thanked him and left. I went here because I heard it was a great place, but I will never go back or recommend this place to friends/family. I was treated very disrespectfully, and it scares me to think of how he treats his employees if this is how he treats me. His employee looked very uncomfortable and apologized when I left.

My dad emailed about a 1015 Kia SOul. Got a appoinment to look at the vehicle, and buy it as they were preapproved.I drove from Milwaukee to Ocnomowoac to meet my dad. They sales woman gave him a appoinment at 6pm. They close at 6 pm. So on the way up there we called. She said she wasnt sure if they would still be open at 6pm to show the car. And that since we were coming shes going to have to call the guy who was going to fly in from Missuri to buy it. So we went home. Called today and the sales manager was rude. Told me no sales on the car today and it $22000. I said what happend last night he didnt seem to care. talked to the gm said this is the price with all the add ons. So we were told by the sales manager they car is a special edition color and no hold. But the email said the vehicle would be waiting for us yesterday. So today the price went from $18270 to $23k with "add ons" we werent told about the day before. Pretty shady if you say so. Car was for a cancer survivor. And I was a previous Russ Darrow customer. not again.Just looked on their website at 4pm, car was on sale for $18500. But was told by sales manager its $22,000 today.Saturday.

My experience with restroom OnStar was absolutely horrible. My husband and I went there to purchase a car. We were very pressured into purchasing the car that day. We were in the market for the car and we liked the car that we found but we wanted to come back Saturday morning to finish the purchasing which was most convenient for us. However they told us it would only be about five minutes to complete the process. Three hours later we were finishing purchasing our car after haggling for the finance department.we took all my car and are very happy with our car however we had temporary plates. They were supposed to be requesting new plates from the DMV but three months later after numerous phone calls I still do not have my plates. This was after calling restaurant several times asking where they were. They redirected us to the DMV several times but the DMV said it was russ Darrow's responsibility to get us the license plates. On several occasions when calling Resteral I had to leave a message for the manager and no one called me back. I finally went into the store demanded my plates and somehow they were in the store that day. About three months later when applying for a home loan my husband and I had to get the amount of our loan that wasstill left on our car loan. After purchasing the bank we realize that there were way extra charges than we had expected to be left on the loan. After looking through the paperwork more closely we saw that there were so many additional charges on our card purchase that we hadn't noticed when we had signed the papers. I understand that this was partially our own faults for being new buyers but I would expect a company to not sneakily add unexpected costs. As you can imagine at this point I was irate. I called Russ Darrow Mazda and asked to speak to the general manager as I had gotten nowhere in the past with regular managers. The receptionist assured me that the general manager was there that day and would be calling me back later that day. However I never received a call back and have since called back many times with no avail.

Review: I bought a Kia sorento used from them on Friday

March 14,2013. Without my husband. I originally

Had a honda pilot I traded in. I was trying to decrease

Our monthly payment. Because we have a 5 month old

My husband is 6'5''. And when I told them it was important

That he could fit in the car and have the car seat behind him.

They said it would be fine. And since he was not there

I was not able to check. Once I brought the car home

And he sat in it. We realized it would not work for

Our family. There is no room. I contacted them right away

They have been giving me the run around .. They stated

That I would have to pay 5000 in advertising to get my car back.

In the contract it states the dealership can take it back .

So for a week I have been getting " I will talk to bill". Bill

Said we can't do anything. I call bill. He states " I don't know

Anything about this talk to the general manager mike". I call mike three times

In three days finally he states " well I detailed and advertised

Your car you will have to pay for that. Let me run

Some numbers and get back to you". Nothing back it's Monday 1400

They were open Saturday and I called and left another

Message. I feel like since they got my car and the money

They wrote me off . Why did they start advertising

If I told them I wanted it back in a day. I am devastated

I don't know what to do .. I am lost. They won't help and now

I our my car and the money. Why can't they just get back

To me with the numbers. And why couldn't they do the best thing

For their customers. And help me out.. They were quick

To send me a letter saying " we are happy to help you any way we can"

I also today called the Milwaukee dealership to see if they could

Help me get a hold of them.. Please helpDesired Settlement: I want my truck back for what I traded it in for.

Because it's good customer service and I feel like

I was miss lead and no one will be accountable for it

And call me back. Why would u start advertising it

When I told u within 12 hours I wanted it back.

Business

Response:

After reviewing your complaint and speaking with you directly, it is my understanding that you know why we were unable to offer any assistance in getting you out of the vehicle that you purchased and back into your trade in vehicle. The numbers did not work out and you would have financed more than you originally bought the vehicle for new. If you are looking at trading in your new vehicle in, I would still be able to offer assistance with that. Although my recollection is you did not like the trade in value of the vehicle you purchased. If you have changed your mind, feel free to contact me.

Worst place I've ever gotten a car from. We got a Kia Sedona and love the car but since we got it only took 6 months for issues go wrong and it was all [redacted] not under warrenty. We have dumped almost 4 grand into that in few years. Never get the repairs done there they are horrible. I wouldn't even go with the free oil change if you get that. I just had oil change and inspection done 2 weeks ago and my coolant was completely drained the other day causing check engine light to go on. I had alternator replaced well it was to be but they charged me for a brand new one and only rebuild part of it. They didn't even give me a "new" rebuilt one they just partially rebuilt the current one. 13 months later my father in law and I replaced it with a brand new one. I will NEVER EVER go to them again.