Russ Darrow Group, Inc.

I'm sorry that you feel we used an illegal tactic to get you to the dealership.  However, when we take a vehicle in on trade or buy a vehicle it is automatically entered into our inventory and dispersed to all of the online outlets, i.e. our website, craigslist etc.  The vehicle is...

inspected and sometimes unbeknownst to our sales team, there is too much that is found wrong with the vehicle and it is sent to the auction.  However, our auction units are still listed in our inventory until they are sold.  So, again I apologize that you made an unnecessary trip to our dealership.[redacted], Corporate Paralegal

Good morning.As I explained in my previous letter, the circumstances of the story were that Russ Darrow said they would be doing it as a trade in. They were planning to keep the vehicle and resell it. I was told clearly that the costs of repair would be absorbed by Russ Darrow as part of the new lease deal. This was the plan and this is what Russ Darrow told me. Thank You.

This will confirm our conversation, wherein I will start the cancellation process immediately.  You should see a principal payment on our account within 10 buisness days.
[redacted], [redacted]

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

I am sorry that you feel we should give you another credit.  We gave you more off of the new tires than we received from the warranty process.  You have received all of the credits based on the last bill you were given that you paid.I gave you all of the information and am unsure how to explain it to you any differently.As stated, you can appeal the decision with the company directly and I also gave you all of that information as well.[redacted], Corporate Paralegal

I apologize for the issues that you experienced while trying to purchase a vehicle.  I have refunded your deposit as of today's date and you should see that back on the VISA you used within 48 hours depending on your banks procedures.As for the inquiries, I will have a form sent to the address...

on file for you to fill out and return to me so that we can start the process of having this matter deleted.  This is not normal course of business and it does only technically hit as one hard inquiry, but it does list all banks associated with that one inquiry.  However since you did have pre-approved financing, which we normally can beat, I will offer this as a one time customer courtesy.If you have any questions, please feel free to contact me.[redacted]

I'm sorry but we have no record of you coming to the dealership regarding this offer.  [redacted], Corporate Paralegal

[A...

default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They did not offer us anything; not even a sorry for the horrible service we have received from their office. This is the poorest customer service I have received ever. A company I will not be referring anyone ever, so disorganized and do not care what the customer wants; they just want your money. So disappointing.
I appreciate you giving me an outlet to share my experience and frustration with a company that does not want to keep customers obviously. I am hoping my experience will keep people from making the same mistake we did from buying from them.
Regards,
[redacted]

I'm sorry for the delay in responding to you, however, it is my understanding that the refund was sent to [redacted], who cashed the check on November 2, 2015.  They then cut a check and submit it to [redacted] to apply towards your loan.  The loan in the meantime was paid off. ...

We cannot be held liable for when a bank refunds the money to their customers.  Russ Darrow by law must send the proceeds to the lender, so unfortunately there is nothing more that we can do for you at this time.  My suggestion would be to call your lender and request that the warranty cancellation proceeds be directed to you forthwith.
[redacted]

I'm sorry for the lack of communication you received in regards to getting the product cancellation refunds submitted to your lender.  However, you stated that you started the process on or about January 12th and left numerous messages for an employee in the cancellation department.  The...

person that you stated you called was on an extended medical leave and would not have handled the cancellations for this particular Russ Darrow store.  In any event, the first cancellation check for the Tire contract and service contract was cancelled and a prorated refund check was sent to PNC Bank on or about 1/31/16 and was cashed by PNC on 3/18/16.  The prorated refund percentage's are given to Russ Darrow by the warranty company and are refunded based on that criteria.  Also, please take into account any cancellation for any reason outside of the free look period (first 30 days after purchase) are charged a cancellation fee, i.e. $25/tire contract and $50/service contract.  The amount of this refund was $1490.54.  The second cancellation check for the Credit Life was cancelled and a prorated refund check was sent to PNC Bank on or about 2/9/16 and cashed by PNC on 2/23/16.  There was no cancellation fee for this warranty.  The amount of the this refund was $1045.74.  The combined refund amount was $2,536.28.  I am unsure how you calculated a higher refund amount without the proration percentages from the respective warranty companies.  Also, while I can sympathize with you as it relates to the remaining balance on the loan, warranty refunds can take up to 90 days to be sent out to the respective lenders.  In your case all refunds were sent out within 30 days, albeit not cashed by your lender, but we cannot be responsible for any charges you incurred since the day of reporting the information to us.[redacted], Corporate Paralegal

I understand your frustration, however, the problems that you have found arose after the purchase of the vehicle.  Russ Darrow does not provide a warranty neither implied or stated with any vehicle purchase.  There are warranties available for you to purchase to help off set the  costs of any issues with the vehicle that you chose to purchase.  In addition, you had the right to have a third party inspect the vehicle prior to purchase.  This would have alleviated the issue that you are currently experiencing.  Had you of taken the vehicle for an inspection, some or all of these issues may have been apparent, however, you chose to test drive, negotiate and sign a contract which binds you to the vehicle and issue that you may experience.  None of the issues that you have brought up are safety related issues and therefore would not have been noticed and or notated on the WI Buyer's Guide..Again I apologize that you are experiencing issues after purchasing the vehicle, but again I would offer a discount on the labor for any future service.[redacted]

I spoke with the paralegal representing Russ Darrow and the options that they have given me are unacceptable.
If I choose to terminate the lease I don't believe I should have to incur the penalty fees. Russ Darrow should waive them.
I can also stay in the car until the lease is up, but again, the car is not what I was told I was sold.
Another option is to take the car to another dealer to trade it in, but again I would have to pay the penalties.
From what the paralegal has told me, the staff at Russ Darrow is now saying that my purchase came down to budget. Which granted is a portion of any purchase, but they know full well that the only thing I was interested in was AWD. They are now saying that this was not the case. Essentially they are changing their story to suit their case.
The paralegal has stated that now it is a he said/she said and there is not much else they can do because I signed the paperwork.
I do take responsibility for signing that paperwork, but I was under the impression that car was exactly what I was looking for. I trusted the professional. He knew full well that AWD was the only thing I wanted.
At this point the only thing I would like is to be released from the lease. We can all just walk away...I would like for them to waive the fees and never do business again with any Russ Darrow dealership.

I have reviewed your complaint with all applicable managers and provide the following response:The Pilot is not the same as the Pilot Touring Elite.  The Touring Elite is a limited production vehicle that we do not take orders on.  Russ Darrow Honda has not even been allocated any...

Elites in 2 months.    We do not offer discounts on Touring Elites under any circumstance as they are rare and we can get full purchase price very quickly.    We only take orders on standard Pilots and other trim models not including Touring Elites.    On a side note, Honda is out of the 20" wheels and our dealership will have to wait at least 6 months out on receiving any.  The email we received as well as the complaint filed with the Revdex.com from the customer did not state or distinguish the exact trim level.  The General Manager has personally explained this to the customer by email and the limited availability on the vehicle he is searching.  In the complaint the customer states that he located a vehicle in Illinois that fits his criteria.  I would suggest that he purchase that vehicle as we will be unable to accommodate his requests as it relates to the current complaint.[redacted], Corporate Paralegal

[A default...

letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and since further information is requested, I'm providing what I have. I'm not sure how to directly respond to their questions. I hope this message gets to them.  Dear Corporate,please see attached. I had no form regarding the visa gift card. I asked but apparently none were available. I saw the ad on the car we purchased and online. Simply saying what you see in the photo with the car. I've also attached a screen shot of my conversation with an online CSR.  
Regards,
[redacted]

It is my understanding that due to the poor customer service you received at the first dealership, the vehicle was transferred to another dealership, wherein you purchased the vehicle. Thank you for giving us a second chance![redacted], Corporate Paralegal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Still deceptive practice they offered me another warrent that I would have had to spend 300 dollars on. The fact that they allow deceptiin and say its not adnormal in the industry is why carsalesman and dealerships have the reputaion they do cant trust them at all 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I will wait to accept when I have received the check and the 9 inquires are removed from my credit report.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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