Russ Darrow Group, Inc.

I apologize for the unintentional misrepresentation of this vehicle.  The vehicle had full disclosures listed on the Wisconsin Buyer's Guide, however, whomever you spoke with regarding this vehicle did not look into the service history of this vehicle prior to telling you that it was available...

for sale.  As such, I will be sending you a Goodwill gesture that I hope makes up for a little bit of you wasted time in traveling to Milwaukee.[redacted]

[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]

I'm sorry I did not touch on all aspects of your complaint.  As for the CarFax, this is a courtesy that we provide to our customers.  All vehicles have a CarFax folder at their respective dealership for the customer to view.  As with our internet advertising, there is also a link to the CarFax report.  I cannot say if a report was requested or not as I was not there at the time of the transaction.  As for your mechanical issue, a starter can go at any time with no warning.  If this would have been an issue from the day you purchased the vehicle, you would not have been able to drive it for 2 weeks before the problem surfaced.  This is why we sell warranties on vehicles, which you opted out on.  There was an additional disclosure that would have been signed saying that you understand that you are waiving your right to a service contract and will be liable for all repairs and maintenance on the vehicle from the day of purchase and forward.[redacted], Corporate Paralegal

Thank you for brining this to my attention.  I have dealt directly with the DOT Investigator who you also filed a complaint with.  It is my understanding the complaint was closed with no further action by the DOT.  I have since spoken with the Management team at the dealership and...

they have stated that the pricing that you were given was including all applicable rebates and sale price.  It sounds as if there was a question about one rebate that you thought you should receive, but it had already been included in the sales price of the vehicle.[redacted]

I appreciate Ms. [redacted] finally getting back to me, but she incorrectly states that I noticed the emblem on the back of the vehicle was not there. This was not brought to my attention until my first oil change. When I was told my vehicle was front wheel drive.
I had no idea it was supposed to say that as I was assured that the car was in fact All Wheel Drive.
Again, I understand that I signed the paperwork and I take responsibility but am underwhelmed and disappointed by Russ Darrow's stance on this. The least they can do is waive the penalties and we can all walk away.
They had every chance to make me a life long customer but their customer service and accountability is completely lacking. They have now indeed done the opposite. I will never go back to their dealer to purchase or lease a vehicle, nor will I ever recommend anyone to go there.
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.] I would like the contact information for the warranty department of the tire company and all of the information on my warranty claim they have so I can continue to work on this since they are not standing behind a product they sell on a regular and frequent basis. 
Regards,
[redacted]

[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 for the time being. I appreciate a response. I do intend to pursue this and would ask that the information of the previous owners be shared. If I do not get anywhere with this, I will have to take it to VW and look for a resolution considering all mechanics are VW trained. It is unfortunate that Russ Darrow will not stand behind this as I know many of the staff who are still there were there when it was Motorville, and I will be sure to steer my friends and colleagues clear of this location. I realize the transaction occurred before their ownership, but the staff reflects on the location. 
Regards,
[redacted]

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]###-###-####

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]

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 have read the response given by the paralegal and it appears that she doesn't have all that facts. I have enclosed a copy of the email in jpeg form so she should be able to view it. First point: The email clearing state that the vehicle trim level in question is a Honda Pilot Touring AWD, not an Elite. I made no mention of an Elite model. Second point: The email from [redacted] clearly that it would need to be a "Special Order" and that was what I expected. Last point: The email states that I would be given a discount. Clearing Russ Darrow Honda personnel will use any means necessary to get customers into their showroom including deceit. I don't suspect that they are going to honor their word which at this point is find. I just want others to know the kind of business practices are being use At Russ Darrow. I'm not interested in purchasing a car their anymore.

I'm sorry that it took you so long to figure out the issue and try to come to a reasonable resolution.  The vehicle you purchased was dealer traded with another dealer in the Appleton area, not a Russ Darrow.  The vehicle that was suppose to be brought up from a local Russ Darrow store was...

unavailable and as such, an alternate like vehicle was obtained.  The mileage that was put into the system was the vehicle from the Russ Darrow dealer and not the ultimate dealer that the vehicle came from.  There was a lack of communication in relation to the mileage with the sales team and the finance manager who had you sign out the documents.  As such, there seems to be an mileage discrepancy of approximately 750 miles.  In these types of matters, I use the Wisconsin DOT calculation for mileage discrepancies.  I also spoke with a DOT Investigator to confirm that I was using the correct mileage rate of $.20/mile.  He stated that the range is from $.15-$.25/mile, so I averaged the rate and came up with $.20/mile.  As such, I will offer to send you either a $150 Russ Darrow Gift card or a check made payable to you for $150.Please let me know which you would like to accept.[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.Mrs. [redacted]:I don't know about this "Right Way" you speak of. As I mentioned, I looked a the vehicle in the rain and I thought I had covered all the base (Saw the dented gas tank skid plate, and the Dented hood). I told the sales person I would like to take the time to think about it to look at the vehicle later, and was told that the deal was on the table only that day as it was the end of the Month.As I wrote in my letter to Mr [redacted], I would have never purchased this vehicle in this condition for this price ($10,500).Mr. [redacted] was rude, dismissive, and didn't even bother to introduce himself of offer to help in any way. Mr. Lawler WAS told about the tail light issue when I finally got hold of him 1 week later. As I mentioned, (I) had to hunt him down. I don't know if this qualifies as acceptable to Mr. Darrow, but I assure you it is not to me.I did not accept Mr. Lawler's offer to repair the roof (Roof only mind you) because it was too little too late.And it amazes me that as a part of upper Management at Russ Darrow, that this line of thought is continued. Coming to the table 2 weeks after the Revdex.com complaint with the same low ball offer, is again, too little too late.You may consider this matter closed, but I will not accept it because it isn't right - and it isn't the "Right Way" of doing things. It is however the shyster way. You folks need to seriously stand back and take the long view of your Customer service. After doing some research and seeing unresolved complaint after complaint against Russ Darrow, it is incredible that with as many Customer Complaints you have on the Revdex.com site, that you have an A+ rating.  
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]

After reviewing your complaint and talking with the applicable parties, we will agree to reimburse you for half of the expense.  Although there was apparent noise coming from the tires, they were within the specifications that Nissan issues for certified vehicles.  The tires must have 50%...

or greater tread on the tires, which yours did.  As for the transmission cooler, the leak may not have been evident at the time of the safety inspection or the leak may have been obscured by the oil change.  In any event, this should have been covered under the certified warranty.If you would like to accept our concession towards the tires, please let me know.Thank you for bringing this to our attention.[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.]once again, I paid a total of $632 for these tires and was only credited back the EVEN RETURN of two of the tires for $317. Your company cost for the 4 tires (per the invoice you provided me) is only $448 dollars which you got back a significantly higher percentage then the 50% cost of 4 tires that was returned to me. Despite multiple reassurances from the service department that I would be getting back 75% back for the first two tires in ADDITION TO THE EVEN RETURN of the two tires. I have paid full price for tires that lasted only a few months and have not received any refund or credit for them. You have also NOT provided me with the contact information for the warranty people of the tire company. 
Regards,
[redacted]

Thank you for speaking with me in regards to your transaction.  I appreciate the way in which you handled this matter and I am glad we came to an agreeable outcome.Thank you,Nicole P[redacted], Corporate Paralegal

I have reviewed the complaint with the Service Manager and he states the following:A 2008 Dodge Charger with 135524
miles brought to us not running and no start condition. The customers insurance
company provided a preliminary estimate for fire damage in the trunk near the
battery. Upon our...

inspection we found items not listed on the insurance
estimate. We called the adjuster, who came back out to inspect our findings. He
authorized additional items to continue in the process of repair. Once the
additional items were completed the vehicle was able to be started. With the
vehicle now running, drivability concerns and check engine light exhibited themselves.Determining
that the customer had previously had mismatched engine installed elsewhere,
which is not compatible with computer controls and sensors on her vehicle, the insurance
company would no longer participate in further repairs.The option was given
to the customer to start with some of the obvious items needing to be
addressed, such as oxygen sensor replacement. The customer was given an
estimate 845.00 (documented on repair order) which would cover her insurance
deductible as well as the oxygen sensor replacement. It was thoroughly
explained to the customer that this would be a starting point and could lead to
other items needed , due to the fact that the vehicle had the wrong engine. The
customer authorized us to continue.  After replacing the oxygen sensors,
faults remained in the computer system. It was determined that the computer
control system would not allow proper fuel and air mixture perameters in order to
properly run the vehicle.  The only remedy going forward, would be for the
customer to have the proper engine installed in the vehicle that matches up
with the original equipment.Russ Darrow can no longer participate in the fixing of this vehicle unless the repairs are pre-paid by the customer.  Her only recourse as I see it would be to go back to the shop that installed the engine in the vehicle and bring the current issues to their attention.[redacted], Corporate Paralegal

Thank you for providing a copy of the contract.  Yes, you are correct...I apologize.  You purchased a New Vehicle Service Plan on a used vehicle.  The pros for doing this is that the contract is drastically cheaper and you would be getting the same coverage, if not better than the used vehicle service plan.  If you would have purchased a used warranty the price would have been double the purchase price, which is why the warranty company and why the dealership personnel sell the new vehicle warranty in place of the used vehicle warranty.  I cannot tell you specifics on why this was presented to you since it was in excess of 2 years, but this is not abnormal in the industry.If you would like to extend your coverage, please go into any Russ Darrow location and they can give you pricing on a service contract so that your car can be covered for any mechanical breakdowns.[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.Please refund me the 150.00 - and cancel the warranty. You did not represent the warranty correctly. If need be I can go to small claims court. Regards,
[redacted]

I apologize for the lack of response you have received in relation to the final payment on your lease.  Please let this response finalize not only this complaint but also the Customer Care complaint that you have sent to Russ Darrow directly. When you purchased the vehicle, the finance manager...

did not set up for the final payment on the lease turn in, so when the deal was processed by our deal processor at the corporate office they were unaware of this.  As such, a request was sent up the corporate office to have a check cut and sent to Honda for $243.30, which was the final payment amount and the late fee that was due.  That was mailed to Honda Finance on February 10th.  Upon receipt of these funds, Honda will notice that this would be an overpayment and should direct any overpayment on this account directly to you.  I tried calling to see if they received it and applied it, but was unable to verify due to their privacy policy.  As for the vehicle and Honda not picking up the vehicle yet, this sometimes takes time.  It can take the manufacturers between 1 day and 1 year to pick up.  We have no control over this.  The vehicle is stored in a locked area in the back of our buildings with a manufacturer pickup sign in the window.  [redacted], Corporate Paralegal