Russ Darrow Group, Inc.

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.Ms. [redacted],A Corporate Lawyer has you doing their business?Abandoned vehicles do not get their repair bills paid or retrieved. Look up the term "abandoned". Russ Darrow was ready to put a lien on this car to pay this bill.  If Russ Darrow would have sold this vehicle to pay the bill, they would have to repair what the new owner would have discovered. The vehicle was on the property of belonging to Russ Darrow. I expected my vehicle to be treated like any other paying customer. The fact is the vehicle was not abandoned. Russ Darrow got their bill paid and I discovered the vehicles of lower value are not treated as well as vehicle that have more value. A new battery dead because Russ Darrow did not care, seized up brakes because Russ Darrow did not care and all Russ Darrow has to say in their defense is "the vehicle was left too long"  The only truth Russ Darrow has is they had not touched the vehicle. Russ Darrow is saying "have your vehicle fixed at Russ Darrow "at your own risk".  "Work that was necessary to drive your vehicle on Wisconsin roadways"? Really??  I am not able to drive my car on Wisconsin Roadways thanks to the actions of Russ Darrow or should I say lack of action. Russ Darrow got paid and I am still not able to drive this vehicle. Know this Ms. [redacted], except for a broken key and ignition, my care ran fine. A short time with your Dealer and my car came back to me with a dead battery and no brakes. I looks like this may just need to got through the civil process and you can tell the court how much my car was "abandoned".
 
[redacted]

I am sorry that you feel Russ Darrow sold you a mechanically challenged vehicle, however, we took responsibility for the issues you were experiencing and replaced the engine in your truck.  The repair that we did was a goodwill gesture and ended there.  Any issue that you have experienced...

with the vehicle is now a maintenance issue and we cannot be held responsible for any repairs that are needed.Nicole P[redacted], Corporate Paralegal###-###-####/direct

I went to Russ Darrow today 1/25/17 due to a couple of days ago my key fom would not start my car. I sat in the parking lot of my job and had to try several times for my car to finally start.  I called service and made a appointment with Kevin Cameron to check the klunking noise of my front car...

doors(that were sprayed with WD40 when I came in 1/16/17)  and my key fom. I arrived at my appointment where Kevin checked my doors and stated the hinges were bad, he stated "he would need to call insurance and see how much it would be and if it was covered," he advised me to have a seat in the waiting area. Kevin comes and advises me I would have to take my car to the body shop to get a estimate and then see if it would be covered thru my warranty. I questioned body shop where? he stated their is one in Waukesha and one across from Sam's Club on 76th...he then states he would check my key fom and would be back- (oh I forgot to mention Kevin waived the diagnostic fee to look @ my car...not sure what they diagnose) While Kevin went to go check on my key fom I called the GM- George M[redacted] I told him I wanted my truck back. I said this was the worst deal I have ever encounter with purchasing a vehicle.  I have never spent so much time @ a dealership for a new vehicle. I know the vehicle is preowned but I would think with these things being in the 1st month it would be resolve with no problems. George M[redacted] stated there is nothing wrong mechanically with the vehicle so there is nothing he can do. He said my truck was contracted to the bank and this contract is now thru the bank and it would be a volunteering repo...I told him I was very upset he couldnt helpme and I was setup on the worst car deal- he stated I had 1 of the best warranty -( the warranty was only a extra $1k and then has a deductible for any work done)....I was then told by Kevin Cameron nothing is wrong with my key fom and I would need to go to the Dodge/Chrysler dealership and let them check to see if my new vehicle has any updates that needed to be added or any recalls....so again a vehicle I have purchased in December 13, 2016, I have spent more time at the dealership trying to resolve issues instead of enjoying the vehicle.  I have to get a estimate from a body shop to contact my warranty to see if that is covered and then I have to contact the other dealership and check to see why possibly the key fom is not working. This is the worst costly car purchase I have ever experienced. I shouldve listen to my gut because they already had a bad reputation.

In reviewing your response and for further clarification, have you had any issues with the vehicle since mid January?  Also, I have responded to your simultaneous DOT complaint and it is my understanding that the Investigator has closed the complaint based on the vehicle purchase contract.I will await your reply to further look into this matter if needed.[redacted]

I have provided the following response to the State Investigator from DATCP who the complainant also filed with:I am in receipt of a complaint filed by [redacted] pertaining to service matters.  Upon an internal investigation and after conversations with the Service Director I provide the...

following response: Ms. [redacted] has been having her vehicle serviced at the same dealership since April of 2013.  The vehicle has been in for service related items thirty-four (34) times.   Six of those times it was brake related.  On December 16, 2014 she complained of shaking when braking.  It was recommended that the front brakes be replaced and rotors as they were warped.  She brought the vehicle in the next day and had that service done.  The next occurrence of brake issues was on September 17, 2015 wherein it was recommended that she replace the rear brakes and rotors.  In addition there were concerns with a vibration/pulsation issue coming from the front.  It was diagnosed as front brake pads were glazed and both rotors were out of round.  The front brakes were warrantied in full.  On October 27, 2015 she brought the vehicle in with a concern of brake squealing.  The vehicle was test driven and found that the rear pads were at fault and were then warrantied in full. It should be noted that the brake parts that were purchased by Ms. [redacted] were not aftermarket parts.  They were OEM parts directly from Chrysler.  If there were defects in the parts provided, we would not be able to tell until the customer had an issue and brought it to our attention as was the case in this matter.  Also, the brake pads we installed are semi-metallic and when the metallic particles release from the pad they can cause squealing, even if there is life in the pads left.   On April 25, 2016 Ms. [redacted] brought the vehicle in with pulsation when braking and loud squealing.  The technician noted the following:                   …test drove, has a small amount of brake squeal at times, steering wheel shakes when braking, inspected brakes, front and rear pads well over 75% remaining, but pads are glazed from overheating, front rotors are warped from overheating, would need to replace pads and rotors to repair.   However, after speaking with the Service Manager, he stated that this is not a safety concern.  The brakes are functioning at normal standards, but if the customer does not want to hear the noise, she would need to replace the brakes in full.  The previous work that had been warrantied were also under the same condition.  The parts were never deemed defective, but because she is a long standing service customer, it was more of a goodwill gesture to replace the brakes to rectify the noise and pulsation issues she was experiencing.  However, we are unable to continue warrantying work for non-defective parts.  It is the Service Managers recommendation not to replace the front brakes as there is technically nothing wrong with them, but if Ms. [redacted] wants to take care of the noise issue, this is her only option.  However, if she does replace them, there is a good probability that the noise will resurface in the same amount of time as the first initial brake service.   Also, if Ms. [redacted] does not feel comfortable with our diagnosis, I welcome her to take the vehicle to another Chrysler dealership for a second opinion. At this time, I do not feel that the service department ever took advantage of her and according to the service records she has only paid for a front brake job and a rear brake job since April of 2013.  [redacted], Corporate Paralegal

After reviewing your matter with the lender who holds the perfected title that needs to be transferred to your home state, I believe that you are in the process of completing the registration. Thank you,Nicole P[redacted], Corporate Paralegal

I apologize for the unintentional miscommunication.  When you purchased the vehicle, the third party company that you signed up for, [redacted] *, is a contract between you and them.  We cannot cancel your contract with them.  Your contract would have been part of the paperwork you...

received from purchasing the vehicle. You would have needed to contact them directly to cancel the contract.  I spoke with Mr. [redacted] and he stated that he was confused as to why he was being asked to call your lender, when he wouldn't have any authorization due to the privacy laws.I cannot offer to pay the overdraft fees associated with this, however, I will be sending you a Goodwill Gesture which you can apply towards a portion of your loss.[redacted]

Unfortunately an attorney has told us you are incorrect and therefore I cannot simply accept your response. We have since sold the vehicle for $450 less than the Russ Darrow offer. Now that we know our damage amount we will be proceeding with a small claims action for the difference.

Russ Darrow is know for their lack of customer service.  The "accident" was the corner of my bumper being hit by another vehicle going in reverse.  If you would like to blame the rusting on that then feel free.  As for why I took it into the service shop "out of the blue" is because I got an oil changed else where and the mechanic could not believe their eyes and said I needed to take it back to were I bought it because I was sold a vehicle with frame damage.  I did just that.   The problem with this situation is that Russ Darrow said it wasn't their responsibility before they even saw the vehicle when I called and man did they stick with that the whole time.   I work at a car dealership and see our service department go above and beyond to help customers.  Now I know why half of our staff used to work at Russ Darrow and no longer do.  Very unethical company and I will continue to share my story with anyone who asks. I have accepted Russ Darrow's response for the simple reason it isn't worth the time and energy to read excuses after excuses.  Thank you [redacted] from the Revdex.com for all of your help.  It's sad when there is actually no point of the Revdex.com because the big guy always wins and continues to walk away with an above average grade to which they do not deserve. 
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]

I am sorry that you are having issues with your used vehicle.  The vehicle was purchased as is with no implied or stated warranty.  It sounds as though you purchased an extended warranty and may even have some factory warranty left on the vehicle.  If there are any issues with the vehicle you can use one or both of those warranties to help with the cost.  As for the windshield and the detailing of the vehicle, we fixed the windshield and also detailed the vehicle twice.  If you still do not like the vehicle, you can trade the vehicle in at any dealership of your choosing.Nicole P[redacted], Corporate Paralegal

I have forwarded your information to the person that can assist with getting the inquiry deleted from your credit file.  You will be receiving a letter in the mail shortly.Nicole P[redacted]Corporate Paralegal

I'm sorry that the Bankruptcy program did not work out for you, however, the application that was submitted to the lender had inaccurate information on it and had it of been filled out properly, there wouldn't have been an issue.  Russ Darrow only reimburses for aftermarket accessories a...

customer installs only if Russ Darrow was the reason the vehicle had to be returned.  In this case, the information as you submitted on the application was not factual.  The GM partially reimbursed you for the tint outside of company protocol and that was as a goodwill gesture only.  However, we will not be able to offer any additional assistance to you for the remaining balance.Nicole [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.
Thanks for the response. It’s unfortunate that Russ Darrow consistently fails to acknowledge the core issues which I mentioned in the prior messages which are: lack of integrity, lack of accountability and lack of transparency. You have yet to apologize, take accountability, and rectify this situation in a manner that I deem satisfactory. This situation has caused me unnecessary stress and Russ Darrow has monopolized my time. The request for the $500 deductible to be refunded is to hold you accountable for the unnecessary stress, lies, and waste of my time. Having done a lot of business with Russ Darrow over the years, it’s disheartening to have experienced such a negative and unprofessional encounter.  If I don’t feel Russ Darrow can adequately resolve this situation, it will be escalated.
Regards,
[redacted]

Normally when a customer comes in on an advertisement the letter is shown to a dealership personnel and a copy is kept.  The customers information is then put into our system to show who came in on what day and what unit or advertisement they came in on.  This is for our records and for the salesperson to follow up after the customer leaves.  I have received your DOT complaint and have seen the mailer you were sent.  These letters were sent to approximately 2500 people and at least 6 vehicles were sold through this mailer, that I am aware of.  That is why I stated that I have no previous record of you coming into the dealership.  The sales staff obviously knew about the mailer so it is a bit confusing why you would be told they had never seen or heard of this and had no vehicles that fall under that mailer.[redacted], Corporate Paralegal

Thank you for taking the time to talk to me about your current issue with the vehicle you recently purchased.  As I stated on the phone, the issues that you are experiencing need to be addressed with Nissan Motor's directly.  We can only do what Nissan dictates on each vehicle.  If...

there is something that you would like to do outside of the service process, I would fill out the papers that we talked about or escalate the matter by written correspondence to Nissan Consumer Affairs.  If you receive any communication from Nissan, please pass that on to us and we will try and help you.Thank you for your understanding and cooperation.[redacted]
[redacted]

The check was sent on or about April 27th and cashed by you on May 9, 2016.[redacted], Corporate Paralegal

My fax number is 262-532-2009 or my email address is [redacted]

Since you are still not understanding how this works, think of it this way.  If you purchase a vehicle with 100,000 miles on it and the last odometer reading that the State of Wisconsin has shows 100,000 but then you put a rebuilt/reman/salvage or new engine with only 50,000 we would not roll back the odometer to match that reading.  So I see what you are saying but it is not the way it works.  Disclosing how many miles on the vehicle is based on the odometer and not the engine in the vehicle.[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.]This doesn't fix my issue with the truck. When purchased the service engine soon lift was on, I was told this was going to be fixed. I've been in countless times and they have yet fix this problem. They are saying now that I will need to pay for it when that was not agreed apon. It needs to be fixed same with the tire pressure light. Also it still looks like I'm driving a stolen vehicle because my license plate was never transfered correctly. The full complaint needs to be looked at and reviewed. All aspects need to be taken careful before any of this goes away. 
Regards,
[redacted]

I'm sorry that you are experiencing intermittent issues with your Kia.  When you received the rental, you signed a rental contract with specific terms on the contract, which you signed.  Even if the vehicle was unable to be diagnosed, we did not charge you for any of the tech's time nor...

did we charge you a diagnostic fee.  You stated that you were contacted, but no voicemail was left and you ended up not returning the call for another 6 days.  The bill associated with the rental will stand as charged. Thank you,[redacted], Corporate Paralegal