Russ Darrow Group, Inc.

Review: The finance manager did not clearly explain the extended service contract would cost $3200. I was led to believe the total cost of the car with additional maintenance contract and extended warranty was $12,900. The financial papers were folded up quickly and placed in an envelope. Signing of the contracts was forced to go very quickly and I was not given time to see the actual dollar amounts.Desired Settlement: I would like a refund of $3200 for the Zurich Extended Warranty.

Business

Response:

I have reviewed your complaint and respond as follows: All of the extended warranties through Zurich have a free look period. As such, I will request cancellation of the Zurich extended service contract effective today's date. The refund of the purchase price will be sent to your lender to offset the balance on your loan.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: I bought a 2007 Chrysler aspen form russ darrow. When I got home I discovered a few safety & other issues that should have been taken care of before sale. 1- broken valve stem for r.f. tire/wheel 2-speaker blowen 3-bad radiator cap 4-odd after bump sideways bounce 5- heater control lights not workingDesired Settlement: Russ Darrow to repair above listed problems

Business

Response:

I am not sure when you filed this complaint, however, after discussing this matter at length with you yesterday, I will confirm what Russ Darrow will be providing on your behalf. You purchased this used as is vehicle from our Waukesha Mitsubishi location. You called shortly after purchase with a complaint that the valve stem was broken. As I explained to you on the phone, the valve stem would not have been looked at further unless the tire had an issue. We would not have taken off the air cap to look at the valve stem as this is not a regulated part that needs to be documented on the safety inspection. As for the blown speaker, you stated that it first was evident to you when you were on the highway going at highway speeds with the window down and the radio turned halfway up. This again is not something that is tested to the degree in which you noticed the issue. The tech turns on the radio, makes sure that all speakers are in working order and notates his findings on the WI Buyers Guide. The radiator cap would not have been notated as bad as we do not pressure test as part of a safety inspection. As for the odd bump sideways bounce you speak of, we again do not take vehicles on extended test drives or at high speeds so we would not have felt what you are experiencing. And finally the heater control system was replaced prior to purchase. As stated this component would be covered under warranty, but first we would have to diagnose the issue to see what component is not working. After delivery you took the vehicle to our Madison Chrysler service department to have them look at your concerns. During that service it was notated that a tie rod is right outside of the allowable limits and as such we agreed to replace this at no charge since it is now a safety related issue. However, at the time of the initial safety inspection, the tie rod was not notated as being outside of the allowable limits. We have also agreed to replace the radiator cap at no charge to you. As for the blown speaker and the valve stem, we have agreed to pay half of the expense with you paying the other half. The vehicle will have to be serviced at the Waukesha location in which you purchased the vehicle as this location has the first right of refusal, and they have agreed to fix some of the issues. However, as I stated to you on the phone, at the time of delivery, none of these issues were safety concerns. All used vehicles sold by Russ Darrow Group or any other dealership for that matter are sold as is with no implied or stated warranty. We are not liable to perform any of these services free of charge to you. You had the right to have a third party inspect the vehicle at or before the time of sale and delivery. You chose not to have this done. You found all of these issues on the vehicle shortly after delivery. Had you of gone through the vehicle prior to purchase, some or all of these issues could have been brought up before the vehicle was delivered. At that point you would have the option to walk away, but, you chose to not look into the vehicle anymore than you did and you chose to take delivery of the vehicle as is.At this point, I am not inclined to offer anything over and above the tie rod, radiator cap and warrantying the heater control. If you would like to have these services done, please let me know what date you would like to drop the vehicle off at the Waukesha dealership. I will need the vehicle for 1 full day and possibly longer depending on the heater control.[redacted]###-###-####/direct

Business

Response:

After reviewing your response and to put an end to all of this, I will be wiling to standby my original offer. Please contact me within 24 hours to accept this resolution.l[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: I ordered a vehicle which I was told would take 4 - 6 weeks to receive; arrived after 7 and a half weeks. lots of waiting.... dates and time frames given were wrong. no calls made upon progress. upon picking up the vehicle the sales agent had to fill up the tank, even though it had been there over a day. when he went to do this he forgot the gas card. more waiting.... when I get the vehicle it was filled only 3/4 of the way full. I thought new cars came with a full tank of gas but i'm told this is russ darrow's policy. POOR! I needed some additional service which was contracted in original deal, and told I would be called the following week. calls were not made again.. more waiting. when the car could be arranged for service I was told it had to be in late monday, and it would return on wednesday. during this time frame, my car was 'shipped' out to have a sunroof installed. I was promised a rental, and when I would have called to arrange that on tuesday I was told they were all out for a show. I got a ride to work for the next day, and had to call to find out my car had come in. I specifically mentioned when i'd be done with work, so I could be picked up. I sat on the sidewalk stoop for 45 minutes before I was picked up, tears in my eyes as I had called in someone else to pick me up because of their failure to follow thru. upon picking up this car, I just wanted to get out as soon as possible, and I failed to notice that they had used up every last bit of gasoline in my car. I had to go to the station immediately. over 100 miles were drivin on my car that I was unaware of.Desired Settlement: the nice thing to do here would be to send a prepaid gas card. it's the least that could be done for all of this trouble i've been put thru. the amount of time spent at the dealership, the lack of phone calls, the lack of gas in a new car upon reciept, and the use of customers gasoline til the point of exhaustion. it's poor customer service, considering this amount of money spent on this new vehicle, I think that would be a small token of appreciation.

Business

Response:

Thank you for taking the time to speak with me in regards to your recent purchase. It is my understanding that we have resolved this to your satisfaction.

If there is anything else I can do for you in the future, please contact me directly.

###-###-####/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: I went to Russ Darrow in West Bend because they advertised a car on the internet, that I was interested in. First of all, the salesman offered me a rust package for $1595.00, and I said no thank you. He came back ten minutes later and said he forgot they had a special on this package for $595.00. I said no. I got there about 1:00 pm and I didn't leave until 6:30. The [redacted], the service manager and the finance manager stood at a desk for about an hour whispering. I told them I would be back the next day with the down payment. The [redacted] said, we'll send our salesman home with you to get your check. My head was spinning before I left. I had not eaten and I was very confused. They had added 3 service contracts that came to over $5000.00. I didn't realize that when I signed the papers, because of the deceptive sales pitch. I went back the very next day, and said I needed to cancel all of these. At which time, the finance manager paged the service manager, and said I couldn't cancel the rust package because it had already been applied, which was on the contract for $795.00, not the $595.00 the salesman had told me. Anyway, they said they would cancel everything, except $250.00. He was yelling at me, plus there were 3 other guys in the room, so I left. I called the finance manager the next day only to find out that he said the contract had been made out and sent to the bank, so it couldn't be cancelled. He said it would take 8-10 weeks before I got a refund. In the meantime I received a booklet for service that was suppose to be cancelled. I received 2 written cancellations. Again I called the finance guy, and he hung up on me. They use very deceptive selling practices there. More so, than any other car dealer. They thought they had a dumb woman, and they would do anything it took. Anyway, I have filed a report, along with all my paperwork to the DOT. They have gotten back to me, and said they would be going there to get their side of the story. I would just like to add, that I called GM and the car has a 100,000 warranty with 2 free oil changes left. They knew that, but didn't choose to tell me.

4Desired Settlement: I would like a refund for the 3 service policies that cost over $4200.00.

Business

Response:

Review: Went to the Russ Darrow to have my truck fixed I was informed what the problem was, so I agreed to have my truck fixed by the company they had stated that they fixed the problem but while they where doing the repairs my hazard switch was broken. I was given a quote on how much it would cots me to be replaced. I did not agree to pay for something they had broke and the manager replied that when a vehicle is more that twenty years or older that is the risk of things breaking. also I had a ignition switch replaced and the part was bad. I had to take my truck to another shop to have the same service done that I had paid for. I talked with someone in management about the problem and asked what where they going to do about my refund and the lady replied that the vehicle should have been kept up in better condition.Desired Settlement: Full refund of the money that I had paid for service to my truck but a bad part was installed.

Business

Response:

In speaking with you on Friday, November 7th, I told you that we would look at refunding the cost of the defective part after an inspection was made and the part was deemed to be defective. In the service industry, if something is fixed on a vehicle and the part is deemed defective and the part came with a warranty we will replace free of charge with a substantially discounted labor rate. The part is being examined to make sure it fits in the warranty that the third party gave on the part. As stated on the phone, your vehicle has many issues that have been evident for quite some time due to lack of maintenance. If a shop is fixing a part on your vehicle and something else breaks due to no fault of the technician the cost is normally addressed with the customer and added to the work order. In this case, even though the part that was broken was due to no negligence of my shop, the part was replaced free of charge.We will not be reimbursing you for the entire service bill to fix your vehicle due to a potentially defective part. As stated above, I will reimburse the cost of the part if it is found to be defective and not tampered with.[redacted]###-###-####

Consumer

Response:

I think that if people bring their vehicle to be worked on, that service should be done.if for some reason that the work done on someone's vehicle has a defective product or gob is not done right, causing a customer to get the job done at another establishment, for the same thing that you already paid for, only to be told that the part or parts are bad. Also I never thought that if people are getting their vehicle worked on and for some odd reason something breaks that the customer is responsible for what happened while the shop was working on your car. Regardless if a vehicle is twenty years old, or a hundred. I feel like just because your a big company does not give anyone the right to do customers anyway that they want. I won't be going back to this place of business anymore, for the bad service that I had to endure. What ever happened to being a world class company to your customers.

Business

Response:

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

Russ Darrow Nissan of Milwaukee auto mall. [redacted] called my wife Saturday morning asking if she was still coming to see the car she had inquired about Friday. My wife was told the car was still there and she was about to drive 2.5 hours to come see it. When she arrived she was told the car was sold on Friday but that they had a newer model she could look at. The car she was told was for sale was $23699 and the more on the newer model was $38000.
Typical bait and switch. Apologies were made but I don't believe them. If you don't know what your inventory is or at least a simple inquiry to ensure its there before having us come in.

Review: When purchasing a vehicle the sales person used high pressure tactics to sell the car. He also also showed me a vehicle inspection that had been falsified, and did not tell me of an issue with the vehicle until after I paid for it. I had the vehicle 2 weeks and the transmission went out and they refuse to fix or buy back the vehicle.Desired Settlement: Repair, replace or refund purchase price

Business

Response:

In reviewing your complaint and also reviewing the vehicle history of the 2003 Saturn Vue, there was no indication that there was an outstanding transmission issue at the time of sale. Upon delivery you had an issue and that was resolved by putting a starter in the vehicle free of charge. Two weeks later you notified us that the vehicle will not go over 10 MPH and you had the vehicle towed to our dealership. It is my understanding that you picked up your vehicle on March 6th. If you have not already fixed the transmission, Russ Darrow Group is willing to offer a goodwill gesture of half of the transmission repair, if completed at a Russ Darrow dealership. If you elect to have the repair done elsewhere, I would be able to offer a $1000 reimbursement upon the presentment of a paid in full invoice.

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

Review: On November 16th, my boyfriend and I went to Russ Darrow Nissan to look for a used car. After a couple of hours we found a 2013 Nissan Sentra that we were interested in. We told the sales person that we were working with that we had another car we wanted to look at, but we would be in contact with him on Monday, 11/19. Since he was not there on Monday, we called on Tuesday 11/20 and my boyfriend made a deal with them on the car over the phone. The sticker price on the car was $16,900 and they stated they were willing to take $2,000 off the sticker price and give me $2,000 for the trade in on my 2004 Nissan Sentra. We agreed to the deal and we went down to the dealership after work. I did secure my own financing, however, I did want to see if the dealership could find me a better interest rate. We were there for about three hours, having several discussions regarding the deal that we had agreed upon earlier. When we were finally ready to sign the agreement, the contract changed to show a total price of $15,500, after trade in. When we questioned it, our sales rep insisted that was the deal we agreed upon and now only offered $1,500 for my trade in stating that it was his managers decision to drop the offer on the trade in. We questioned him on the sticker price saying that the sticker price showed $16,900 and the math just doesn't add up to what we talked to. The sales rep said this was exactly what we discussed and said he would understand if we needed a couple days to think things over. I was eight months pregnant and the sales rep suspected we were trying to get the car taken car of before the baby was born. My boyfriend and I were so upset at their complete lies that we decided to leave with out the car. We got home at 9:15 pm and at 11pm my water broke, sending me into early labor. We ended up getting a car at a different dealership two weeks later but my credit rating dropped quite a bit because I found out Russ Darrow submitted a credit request to 15 different banks.Desired Settlement: Would like dealership to work to restore credit to previous level and establish a policy not to do that again.

Business

Response:

I am sorry that you could not agree on a specific price for the vehicle you were looking at. Since there are so many variables when negotiating a price on a vehicle over the phone, there may have been a misunderstanding on what was actually offered. With regard to restoring your credit to what it was previous to coming to our dealership, we do not have the ability to do this. You requested us to find a better rate than what you walked in with as you stated in your complaint. We did as you asked and the result cannot be changed. With regard to how many banks were asked, the entire transaction was during one inquiry and as such the credit bureau lists the individual banks but since it was done under one inquiry, it only affects your credit as such.

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

Review: I bought my van from this location in April 2015. In June, I began to have issues with the van. My brakes were squeaking loudly as well as electrical issues. I called the dealership to make time to bring the van in for repairs, because I was under a warranty. When I called and spoke to the service department they claimed I had NO continued coverage for my van and I would have to pay about $700 just for the brakes, and that my window switches (the electrical issue) would be AT LEAST $100 just for the part. I spoke to a few different people and no one helped me with finding out why I had no extra coverage for these issues.In August, I got in my van and couldn't start or drive it. I had to have a mechanic come out to my location and attempt to fix the major electrical problem I was having. When I would turn my key to start the car, it hesitated to turn over - and my car would freak out! All the dummy lights stayed on after the car started, all the lights in the car flashed, the car continued to beep and me as well as all my digital things had reset and the car wasn't reading the temp, my mileage or the direction my car was in. I once again called Russ Darrow to see what they would say because I had only had my car a few months. I spoke to many different people and they again, gave me the run around - also admitting that the financial person I signed for my car with - never offered me the extra coverage! They offered me to purchase it, but it wouldn't be good for 30 days.I went to have my brakes fixed by a mechanic - and had no lock key for the special lug nuts that were on my car. I had to go BACK to Russ Darrow again, and they insisted I needed to pay $70 for a new key. Then they went to take the lug nuts off with a master, and some of them were on so tight, it almost broke their machine. I left my van with them to have the lug nuts removed. I came back to get my car, and four dummy lights for my brake system came on (they were not on before. Three managers insisted this "wasn't their problem"Desired Settlement: I would like the company to take some responsibility for what happened to a van that I JUST purchased. Every manager that I spoke to told me it "wasn't their problem"! Even when dummy lights came on, after THEY worked on my car - they wanted me to pay $100 to check and see why the lights were on. As good customer service, they should have done the diagnostic test as a courtesy - seeing as my lights were NOT on when I left my van with them. One of the service workers even confirmed that.

Business

Response:

I am sorry that you are experiencing issues with a vehicle that you purchased in April. The vehicle was a used 2008 Dodge Caravan with 85,000 miles. The vehicle was sold in an AS IS used condition with no implied or stated warranty by the dealer. In your complaint, you stated that we agreed that we had not offered any type of warranty on the vehicle for you to purchase. This is simply not the case, please find attached a copy of the declination page wherein you agreed to purchase the Total Loss Protection but declined all other warranties on the vehicle. The problems that you experienced with the vehicle are normal maintenance type items which may not have been covered under the warranty that you declined to purchase. We will be unable to provide any assistance in the maintenance of your vehicle, however, I will provide you a 20% discount on the labor associated with any repair that you need for the vehicle that is part of this complaint. If you would like to schedule a service appointment to take advantage of this discount, please contact me directly.[redacted]###-###-####/direct

We called to find out if a vehicle was still available we were told yes and that they would get it ready for us to look at the same day. When we showed up to look at the vehicle we were told another location of the same dealer had picked it up. The other dealer was 75 miles away, why would you allow the vehicle to leave when a potential buyer was coming to look at it the same day is. I will never return to any Russ Darrow and I will make sure I tell everyone looking for a good vehicle to stay clear of Russ Darrow.

I purchased a car from them a couple of years ago the was a carfax buy back guarantee. Told it had no accidents on its record. Turns out that was wrong I found out as I wanted to trade it in. Told nothing can be done. Don't trust them. Don't trust the carfax. Do your own autocheck report pay for it. It covers more sources than carfax and has a much better history report. This dealer just wants to sell cars no matter what.

Review: My Chrysler Town and Counrty broke down and I had it towed to an auto repair shop. It was diagnose as a value spring issue. I was told by the repair shop that since this was a 2013 and still under waranty. I called Chrysler customer service, they said to tow it to a dealer. I followed there instruction, and had it to Russ Darrow.

When I called Russ Darrow, explained that my van would be towed there. The following morning, I called and the service mgr. said "you didnt tell me this was all torn apart, that there are parts all over" and a service charge of 3 to 4 hrs because they would have to put it back together so they could see what the problem was. You could clearly see the valve spring was broken, I called Chrysler customer service, they called Russ Darrow on this matter. I was then told that they where going to refer my issue to a [redacted], and they would return a call the next day.

The next day Chryslers [redacted] called .me and Russ Darrow. The issue was the sevice charge because the valve spring was under warranty. I could not understand this service charge because there tech could see what the problem was.. Not getting this issue solved. It was Chryslers [redacted] to follow through on this issue.

The [redacted] was unable to contact the service writer or mgr for 4 business days. Still no results on when or what if any agreement with Chrysler and Russ Darrow. By then I , told Chrysler that I wanted my van towed to another dealer. I had the [redacted], called another dealer to set this up with the new dealer.

When I called Russ Darrow to let them know that my vehicle would be towed elsewhere, I was ask it this was authorization to have it towed I said yes, then the reply from the service writer, "then it will be off the lot" I did call Chrysler and notifyied then of what was said and information on the other dealership it went to.

Customer service was rude right from the start. Chrysler also had issues with customer service. I do believe as of this day Jan.23, 2015, 5 days, Chrysler has not reached anyone at Russ Darrow on this issue.

My van is at another dealership, no questions ask, no problem with "parts all over the place", they explained that there where other issue that are under warranty that would be taken care of. I have a loaner vehicle, and my van should be completed within 4 business day. Now what was Russ Darrows problem.?Desired Settlement: I do hope that Chrylser looks deep into the complaints. I do not think this is the Customer Service Standards Chrysler Corp. wants. Russ Darrow doesn't deserve to keep the Dodge or Chrysler dealer sign.

Business

Response:

I'm sorry if you feel there was poor customer service on behalf of your most recent situation. In reviewing the matter, I determined that the cost reflection for putting the vehicle back together is part of the Chrysler standard. Since you went to a third party service shop, who is not an approved Chrysler provider, we cannot take the word that what they found is the problem. Chrysler mandates through the warranty process that we start from the beginning where you experienced the issue just as the other shop did. Because you authorized tear down of the vehicle, we would need to charge a rebuild fee, which Chrysler does not cover. The length of time that the vehicle was at Russ Darrow was only due to your objection to paying the rebuild fee. We did not touch the vehicle or look at the vehicle as we did not have the authorization from you. It was then decided by you that the vehicle would be towed to another Chrysler provider which is within your right. Again I apologize if you feel we delayed the repair, however, we were just doing what Chrysler mandates that we do.[redacted]###-###-####/direct

Consumer

Response:

Review: I called on a Friday January 17th and spoke with a sales person about a car that was advertised on the internet. I wanted to verify it was still available. She put me on hold and when she returned to the phone she told me that she had went out onto the lot and physically verified that car was there. I told her great I will be there at 9am Saturday to purchase the vehicle because my bank closes at noon on Saturdays.

We drive from Milwaukee to West bend 30-40 minutes. When we arrived we were told that the car was not there and that it was on the way from Appleton WI. It would take 1 1/2 to 2 hours to arrive. We agreed to wait because we lived far from West Bend. I reminded her that my bank closes at noon so I need to go to Educators before then to finish the transaction. Our sales person asked me about my plan to pay for the vehicle. I told her that I have financing through [redacted]. She asked if I would mind trying there financing to see if they could beat educators rate of 3.99%. I said sure and filled out the application. I asked how long it would take she stated 30 minutes. She suggested that we go and eat instead of standing around so we drive around West Bend and went to a restaurant for breakfast. We returned at around 10:30am. I asked if my credit application had been run she stated no it takes a long time on Saturdays. So we sat in the waiting area until about 1100am. I asked her again if the application had been run and she said no. I reminded her that my bank closes at noon so we need an answer ASAP. Suddenly he could run it immediately. I was given a interest rate of 8.90%. The car still had not arrived so we gave her the fax number to educators asked her to send over the purchase agreement and we were going to head to the bank to get everything started.

On he way back to Milwaukee to visit Educators I noticed that they were offering longer terms on the loan which made the payment lower per month then [redacted] so we went back. We arrive at 1145 and go back to the waiting area to wait for the car to arrive. She asks what made us come back and I told her the payment was lower and the drive was long so we are going to go with the financing at Russ Darrow. At around 11:50 she returns and tell me my payment will be $80 more then what was on the print out that I was given. I asked what was going on and I showed her their original offer for financing that they had printed and given to me. She said she wasn't sure and she took the paper to the financing department. She return and told me my interest rate was now 11.9%. I asked why and got upset. [redacted] from the finance department proceeds to tell me that the 8.9% was an estimate. And inappropriately asks me how long did it take me to find a house that I like before I bought one. I have no idea what that analogy had to do with my issue. They he says we don't care how you pay for the car! Mind you this is all taking place loudly in the waiting area. I did not ask for an estimate. It was her suggestion that they try to beat my rate. Now I'm in tears because its 12:05 and my bank is closed and we spent 3 hours in West Bend and the car still was not available!

I feel this was an attempt to put me in a situation where I have to use there financing because they purposely waited until my bank was closed. We were not offered an explanation of why or compensation for wasting our time. We left and I was still in tears very angry.

We returned Tuesday and finished the transaction reluctantly because they were awful but I wanted that car. My sales person tells me that giving her anything less than a 10 on the customer satisfaction survey would cause her to loose $100 off her pay check. I thought to myself well you haven't even offered me anything for what happened Saturday! To add insult to injury they made a failed attempt to sale us packages to try and retain us as customers. And said they were trying to retain us. I looked the guy in the face and reminded about what happened he said oh we are sorry about that and offered me $3 off. Unbelievable!! The worst experience I have ever had purchasing a car!Desired Settlement: I want you to offer something for it because it is still bothering me that you guys never did and I was brought to tears while trying to buy a car from you.

Business

Response:

After reviewing your complaint and speaking with [redacted], I believe that the financing issue was due to a misunderstanding on both parts. The financing that you had set up was for a shorter term and the financing that we were providing was for a longer term with an approximate interest rate. As such, you came back and purchased your vehicle, which I hope you are happy with. I will be sending you a goodwill gesture for your experience.

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

Review: During the purchase of my vehicle in April, I was told that I would be receiving a check to pay for my Illinois title and registration. I waited as long as I could until my temporary Wisconsin license plate expired, but I still had not received it. So I paid for my IL title and registration out of pocket. After I had paid for them, I received the check from Russ Darrow. However, it was made out to the [redacted], so I could not cash it. I contacted [redacted] at Russ Darrow and she said as long as I mailed in the original check and proof that I paid for the license and registration out of pocket, that they would be able to send me another check made out in my name. I waited a month and still hadn't received anything. I called [redacted] again, asking her to call me back, with no response. Another day she wasn't working. When I finally got a hold of her again I asked if they had received everything I had sent in and she said that she had. I asked why I hadn't been sent another check and she said she wasn't sure it was a part of my contract. Why would they tell me that I would receiving a check when I purchased the car? It was the only reason I had been expecting it. And why else would I have received it in the first place. She told me she would look into it, so I made sure she had my number. A couple days later I still haven't heard from heard her. All I'm looking for is the check for title and registration that I was promised in the first place.Desired Settlement: Check for Illinois title and registration that I was promised when car was bought

Business

Response:

After reviewing your complaint and pulling your deal jacket, it looks as though you provided [redacted] with a Illinois Registration ID Card which specifies a Renewal Fee Due of $196.00. Was this actually paid by you, and if so, please provide the receipt or cancelled check indicating payment. Once I have this information, I will send out a check the same day to the address that I have on file.[redacted]###-###-####/direct

Consumer

Response:

I am disappointed that Russ Darrow Group does not stand by their internet pricing. I used the hondacertified.com website and found that the pricing on that website was different than the pricing on the Russ Darrow website. I am not sure who provides the pricing to Honda Certified but it would only make sense that Russ Darrow does. I would think that they should honor their internet pricing.

My wife and I recently purchased a vehicle from Russ Darrow. The vehicle itself is fantastic, but our experience with the dealership and it's staff, well, I'd describe it as "laughable". From the moment we took our test drive with the foul-mouthed salesman named [redacted] right up to the poor communication we've experienced with the managers [redacted] after the sale, these people have managed to demonstrate a lack of professionalism that boggles the mind.
We purchase, on average, one new vehicle per year. To think that this group of clowns would intentionally blow off a customer that could easily have a lifetime value of $1 million or more over an issue that could have been rectified for under $100 is actually quite comical. Now let's consider what happens when a disgruntled customer starts "talking" about his experience!
In any case, there are plenty of dealerships out there. I strongly recommend taking your business elsewhere.

Review: I purchased a vehicle in August of 2013 and I now traded it in. Apparently the dealership never registered the vehicle properly throughthe DMV. I went to the dealership and [redacted], the NEW [redacted] and [redacted], the [redacted] made me feel degrading, incompetent, being taken advantage of because I am a young woman and they told me they were better than me because they know more than anyone else. I had to pay upfront for my vehicle registration BUT I never received one on the 2013 Dodge. [redacted] told me it was not his problem and didn't care. He doesn't believe me that the plates were expired. I now have a warranty, roadside assistance warranty and a Russ Darrow warranty that was cancelled and [redacted] told me I would not get any money back. WHICH IS WRONG! All my refund should come back to me which is over $2500.00 PLUS the Russ Darrow Warranty. He yelled at me all the time just because I am a woman.Desired Settlement: I want all the refund money back from the 2 warranties and all the money back from the Russ Darrow Card which was established in the price of the car. I want a SINCERE apology from [redacted] and I want a SINCERE apology from [redacted] the [redacted]. Neither one of them believed me that the plates were expired and RUSS DARROW Dodge made a mistake. The dealership wants all the money upfront when the vehicle papers are signed but they never want to give any money back to the consumer.

Consumer

Response:

Hello,

I was yelled at by the [redacted] and was told I was not getting any money back on the warranties and the Russ Darrow card warranty that was purchased for my 2013 Dodge Caravan. I also asked to see the copy of the registration for the 2013 Dodge Grand Caravan and he refused to provide the copy that he has. I want my money / refund and a copy of the registration.

Business

Response:

After reviewing your complaint, it is my understanding that you have been reimbursed in full for your warranty cancellation. A check was remitted to you and it was cashed shortly after you received it. Also, in regards to the registration, the proof that the vehicle was registered to you at the time of sale is contained within your paperwork that you received from the dealership at the time of delivery. The reason you would not receive your title is due to the fact that the State of Wisconsin is now a title holding state and as such, your title is kept electronically by your lienholder. Upon payoff of your vehicle, your title will be sent to the applicable party. Another delay in receiving your plates would be that there are open citations in your name that would need to be cleared up before the State of Wisconsin would send you anything.

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

Review: 3-12-2014 Russ Darrow visit to replace defective shock on passenger back wheel.TT/[redacted] 8:40 am 3-17-2014 Monday about the damage I found on the car Driver door all the way to the bottom (large dent on driver door at top before mirror with paint chipped off and scrapes/scratches all the way down have photos). I explained to [redacted] that I didnt notice it when I left it is really dark in the drive out area, and he mentioned if they washed the car after they did the work, I said yes. He asked me to send photos and I did. I told him I was at my Mothers on Saturday 3-15-2014 and my mother noticed it when we were outside doing some work. I sent photos 3-17-2014 early afternoon and then he emailed me saying he would contact car wash representative and tt/to him. I called him back 3-17-2014 1:50 pm after receiving email to let him know that since the last time up I havent driven the car much and that the car was not like this. I told him the car was not like this and he said not to worry. I suggested to him if it wasnt the car wash that it must have been a tool or piece of equipment in the shop that did it, they were very busy with vehicles when I got there that day (there was an Green car pulling in when I pulled mine in and there was a car in front of the Green car waiting), there were 2 other cars in front of mine when I pulled in.I said you are going to work with me on this right and [redacted] said most definitely but he needs to tt/car wash rep and shop manager that day. [redacted] wasnt there that day.Called 3-21-2014 8:3 am Friday I never heard back from [redacted] said he was still working on it, he told me dont worry about it either way they will repair it. Called him 3-24-2014 Monday and he said that he is having the carwash people coming 3-25-2014 Tuesday or 3-26-2014 Wednesday and he will call me toward the end of the week. As usual he never called.Called to tt/[redacted] 3-31-2014 11:13am Monday and he said that the carwash people didnt come till Friday. When I spoke to him I told him I want to schedule the car to get the damage fixed and he said that they ruled out his techs and they are waiting on the carwash people. I told him that he has told me 2 times that either way the car will be fixed not to worry, why I cant bring the car in and it is settled on my end. He said that he will call me by the end of the day and didnt.I called ###-###-#### the Russ Darrow Corporate office 3-31-2014 12:04 pm and was transferred to Sally and told her I had the car in to fix a defective shock boot (needed whole new shock and paid $60.00 for labor) and the car was damaged since that appointment and want it fixed too much time is going by and no communication. She said she would look into it and havent heard a thing.Desired Settlement: I want them to fix the car. I have photos unable to download.

Business

Response:

After reviewing your complaint and speaking directly with [redacted], we are in agreement that the carwash could not have caused this damage to your vehicle. This is an automatic carwash that is utilized in excess of 100 times per day. You stated that your mother noticed the damage just short of one week later. Attached please find a statement by the car wash company indicating there is nothing wrong with the carwash and it is functioning under normal conditions. No other vehicle, whether it being a customer vehicle (such as yours) or a lot vehicle were damaged by the car wash before or after your complaint. I am sorry that this happened to your vehicle, but it was definitely not done by our staff or carwash.

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