Russ Darrow Group, Inc.

I am unable to find your name in our service records.  Can you please provide another name that may be on the account and the VIN of your vehicle.  With this I will hopefully be able to pull up your history and talk more specifics.  Do you still have the vehicle?Nicole P[redacted],...

Corporate Paralegal

I have reviewed your complaint and spoken with the staff at the [redacted] location and they indicated that the reason you were not eligible to refinance your loan was because there was derogatory credit added to your credit file since you purchased the vehicle and you owe a bit too much on the...

vehicle.  When we sell vehicles, we do inform our customers that we have a refinance program that you can utilize after a period of 6 months to reduce the interest rate on your current loan.  Some individuals are accepted after 6 months and some need to wait an additional period of time.  We cannot guarantee that you will be able to refinance since we do not know what will happen to your credit during that time.The dealership stated that you should wait a while longer and pay additional to your principal to have a better change of getting an approval.[redacted]###-###-####/direct

I apologize for all of the running around and unanswered phone calls throughout this time period.  I just spoke with the [redacted] of Russ Darrow and the [redacted] of the location in which you purchased the vehicle and it is my understanding that the GM [redacted] will be...

calling you shortly to see what we can do to help the situation.Thank you for your understanding.[redacted]
[redacted]

I am sorry if you feel we switched vehicles on you, however, all documents contained within you file indicate the same vehicle was shown to you and delivered to you.  This was the Jeep with the 4 cylinder.  If you test drove other vehicles, the 4 cylinder was the vehicle that the bank approved and was delivered to you.  If you would like to upgrade to a 6 cylinder, please contact me and I can set you up an appointment to trade your current vehicle in and purchase an upgraded model.  Nicole [redacted], [redacted]

Please take this response as a long overdue apology for your troubles.  I am sending you out a goodwill gesture that you can utilitze how you see fit.
Thank you for contacting me.
[redacted]
###-###-####/direct

I'm sorry that the process did not go as smooth as you would have hoped.  It is my understanding that through emails this morning with the General Manager you came to a resolution to this entire matter.  If that is not the case, please let me know.[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.  After filing the complaint, someone from the business, Bob [redacted], finally called us and fixed the issues.  Wish they would have just resolved this in the first place after the initial phone call, but we are happy it is finally fixed.
Regards,
[redacted]

I am sorry that you are having issues with the tires.  I looked at the safety inspection and spoke with the Service Manager and all documents are clear that the vehicle went through a brake inspection which the wheels must be off for.  Please contact the Service Manager directly to...

schedule an appointment to have a free tire rotation done on the vehicle at the Waukesha Kia location.  The contact is [redacted] and his phone number is ###-###-####.  Please print out a copy of this response and bring to your appointment so that there will be no charge.[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.I'm glad to see the terrible service is throughout the entire company, and not just at that specific dealership.  Threatening me with a cancellation fee???  Ok, well I appreciate your "courtesy", however I received my refund today and I was charged some type of fee as it's short $40.At this point, Revdex.com, please feel free to close this complaint as unresolved on this business.  I NEVER want to deal with them again.  $700+ loss, including the $40 you shorted my refund, my lesson in never doing business with this company again.  Will be happy to share my experience to everyone I come in contact with.
Regards,
Christy [redacted]

I am sorry if you feel we took advantage of you or provided you with a vehicle that did not meet your expectations.  It is my understanding after talking with the dealership staff that the vehicle you purchased was the vehicle you selected and would fit within your budget.  If the AWD was...

a necessary option, it is the customers responsibility to  make sure that the vehicle they are contracting for has all options equipped on the vehicle before purchasing an taking delivery.  The Monroney Label on the vehicle, put on by the manufacturer, specifies the options on the vehicle.  This vehicle clearly stated the vehicle was a FWD and not AWD.  Also, a customer has the right to ask for the title to the vehicle, which also states that the vehicle is FWD.  If you did not look at, read or request the documentation to assure that the vehicle was AWD, this cannot be attributed to the dealership.  In addition, there would be an emblem on the vehicle to indicate the AWD option.Again I am sorry that you did not purchase the vehicle with all of your options, but Russ Darrow can not be held accountable for this.  You have the ability to end the lease early and or trade the vehicle in at any dealership to get into another vehicle.  If this is something you would like me to assist with, please feel free to contact me directly and I can schedule you an appointment.[redacted], Corporate Paralegal###-###-####/direct

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'm sorry that you are experiencing issues with the vehicle.  I spoke with your mom for a short time and she only stated that there was a check engine light issue, failure of chip repair and a faulty visor.  I was unaware of any of the other problems.  All vehicles are sold as is...

with no implied or stated warranty.  Warranties are available to purchase to help with repairs after purchase.  We do allow all customers a 3 day exchange and in your case since the vehicle was delivered to you, you would have had a 3 day right to rescind.  These timelines are very strict and cannot be changed.  As for the trade vehicle, if the car would have been returned within the 3 day window, we would have had to return the trade even if we did work to it.  Outside of the window, the truck would have to be purchased back through the dealership.  After the conversation with your mom, her parting words were you will be hearing from my attorney.  I did ask her for the name of the attorney so that I could talk to him/her and go through the details of the purchase so that they could explain to your mom how a contract works, why this is not a lemon and what recourse she would have.I would be more than happy to speak with you or the attorney going forward.Nicole P[redacted], [redacted]###-###-####

Thank you for reporting this to us.  We have been working with the credit card company to see what happened.  Since you were able to get me your bank statements, I have been able to pass that information on to the processing company to look into what happened and why they weren't aware...

that the original transaction went through.I will be refunding you the duplicate transaction amount, once I get clarification that you have withdrawn your request for a credit from your credit union.I will email you the details of what I need and will expand further on the bank fee.[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.
[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.]Thats just one part of the complaint the focal point is we were sold a vehicle when asked for carfax we were told it wasnt available by Russ Darrow at the time of purchase when we asked if vehicle had any issues we should be aware of, or have  recalls, or been in accicdent or how many owners we were told no and vehicle only had one owner. Two and half weeks later vehicle would not start took it to Russ Darrow shop said starter need replacing cost $650 this was a problem when Russ Darrow sold it to us without disclosing or revealing this problem and we want cost repairs because it should have been marked on the sheet and it was not.  Then When I called and asked for carfax report again it was faxed and there was all the Information that should have been revealed at the time of purchase and wasn't in fact they lied about  everything I asked about recalls, accidents and owners.  We deal honestly unfortunately Russ Darrow deals in deceit. All we want is the cost for repairs $650 to replace starter two and half weeks after purchase
Regards,
C [redacted]

I think you misunderstood how a warranty is sold in the State of Wisconsin.  All warranties are sold with an actual mileage at the date of contract that is the starting point.  So if your car had 32000 miles and you were sold a 60000 mile warranty, you would have the warranty until your...

car hits 92000 miles.  It would be illegal for us to sell you a warranty that 2/3 was already used before even contracting and taking delivery of the vehicle.  You can cancel the warranty at any time.  If there is a refund due after the time and mileage is calculated then the prorated refund would be sent to your lender.  In the event that you don't have the same loan on the vehicle as you had at the time of purchase then we would be able to send you the proceeds.[redacted], Corporate Paralegal

I'm sorry that you feel we dropped your credit score through the car buying process.  When a customer comes in we run 1 credit bureau and send it to different lenders to try and get the most favorable financing on your behalf.  We don't have 36 lenders, we use 13 total.  And the way...

it works is that when we submit the application it is submitted as one hard inquiry with all soft inquires thereafter.  Now each lender can pull their own, but we have no authority to do anything with those.  We cannot remove any inquires since you signed a credit application giving us approval to find you financing.Nicole [redacted], [redacted]

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

After reviewing your complaint and speaking with all applicable parties that are at the dealership, we do not know what happened to your vehicle nor was the vehicle sold to you in this condition.  The vehicle was sold approximately 18 months ago and the first time the General Manager remembers...

you coming in with questions relating to the car was approximately one year later.  At that time he pulled a CarFax and an AutoCheck report to see if the vehicle had ever been involved in an accident, and on both reports, nothing showed up.  I just recently re-ran the reports and again this vehicle has never been involved in an accident wherein insurance paid anything.We would be more than happy to provide you an estimate for any work that you might want done to the vehicle at an employee cost, but we cannot be held liable for damages to a vehicle 18 months after purchase.[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 I will accept a check for $150 made payable to me. 
Regards,
[redacted]