Russ Darrow Group, Inc.

Good Morning,It is my understanding that you came into the dealership looking to finance a vehicle.  You stated that you and your husband gave authorization for Russ Darrow to pull your credit by filling out and signing a credit application.  Once that form is signed, Russ Darrow pulls the...

credit resulting in a hard inquiry.  Any bank that the application is submitted to is then notated on the credit report under the initial pull by Russ Darrow.  Some banks then pull their own instead of utilizing the information that is sent along with your application, however, Russ Darrow has no authority to have those inquires removed.  We can only remove our inquiry if there was not a permissible purpose for us to pull your credit.  However, in your case, you gave authorization, so we cannot remove this from your record.  The application is good for 30 days, so if you are interested in purchasing a vehicle, I would suggest you purchase inside of that window so there is no other hard inquires needed in the near future. [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]

I have reviewed your complaint and spoke with the master tech who looked at the transmission tube issue and he stated the following:I can’t imagine a scenario where it could be broken in the manor it was from doing an oil change. He concurred that it makes sense that GM would have a recall on...

it given the point of failure. He also spoke with a GM tech he knows at another dealership who is very familiar with this as a problem.  There are many times that we at Chrysler have vehicles that fail for the same reason as a recall that may not match the vin# range or date range on a vehicle under the guidelines of the recall. Yet it has the same part fail for the same reason. As you can see, this is a known issue and could not have been caused during an oil change.  Also, I am being told that if this was an issue that would have happened during the oil change process, you would have had direct immediate issues, however, you were able to drive the vehicle in excess of 500 miles with no issue.I have been told that you need to seek assistance at a GM dealership to see if they will broaden the recall to include your vehicle.[redacted], Corporate Paralegal

Thank you for providing documentation for me to review.  This is not something that the dealership would have known about.  You signed a credit application giving us permission to pull your credit and find the best rate.  So, when entering the information, we also at the same time...

send your information to banks that may be able to finance you.  We have more than 30 banks we do business with, so the normal range is 6-15 at any given time.  [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.] I'm very displeased with how "CORPORATE " handled the situation. As long as they sold a NEW car I guess thats all thats matters. It goes to show you that a RUSS DARROW doesn't car about the consumer at all. Russ Darrow is a complete rip of! I'm totally dissatisfied with everything in every way. 
Regards,
[redacted]

I am sorry that you feel that we are not being truthful with you however, if your friend works at a dealership, they use the same WI Buyer's Guide as we do, that specifically state that the dealer does not ensure vehicle will pass state emission test where required.  We as a dealership must make sure that the vehicle is equipped with emission equipment, but that is it.  Also, you had the right to take the vehicle for a third party inspection prior to purchase, but you chose to purchase the vehicle without doing that.  All vehicles are sold as is and anything that would happen mechanically with the vehicle would be considered maintenance on a used vehicle.[redacted], Corporate Paralegal

I'm sorry that you are experiencing an issue with the vehicle that you purchased from the Nissan location.  Please provide me with specific issues relating to the vehicle that is the basis for your complaint.  Also, please provide any outside estimates or documentation that you have...

received relating to the mechanical issues with the vehicle.  Once I receive this information, I will look into everything and provide a response based on facts.[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.  We recently checked our account balance for our car loan and I would like to report that 2 days after the complaint, our account was credited $2786.85.We consider this complaint resolved.  Thank you very much for your help!  [redacted]

I'm sorry that you had a negative experience at the dealership.  It is normal procedure to have a customer fill out a credit application to see if they have the means to purchase a vehicle.  In your case, if you didn't want your credit bureau pulled, the customer has the right to leave out...

the identifying information on the application to assure themselves that their credit will not be ran.  However, you filled out the entire application and signed it acknowledging that your credit would be ran.  Because you filled out the entire report and signed it we cannot legally remove the inquiry.  Also, it has come to my attention that you were back at the dealership yesterday with the intent on purchasing a different car.  If I can be of any assistance to you with the, please let me know.
[redacted]
[redacted]

The work on the window was originally done under the manufacturer 36/36000 mile warranty.  The factory warranty was expired at the time you had the next issue with the window, 14 months after the original issue.  Also, the warranty under the window itself, aside from the factory warranty...

would have expired upon the 1 year mark, which was in September of 2015.  You brought the issue up to the service department in November, 2 months after both warranties were expired.   If you would like to have an estimate for the work to be completed, I would be more than happy to get that for you and offer a 10% discount on the labor rates.
[redacted]
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I am sorry that you are having so many issues with your vehicle.  As you know we are the selling dealership and not the manufacturer.  It sounds like Chrysler is looking into the problem for you, but Russ Darrow has no control over replacement vehicles or compensation for loss of...

use.  When it is in the shop for service, we may have to drive the vehicle to determine an issue, which in turn would use the gas in the vehicle.  We do not reimburse for gas used to determine what the issue is.  If you would like to be reimbursed for this, you would also have to bring this issue up to Chrysler directly.[redacted]

Thank you for contacting me.  I am sending out a check today for your deposit refund.  As for the credit bureau inquiries, I have ordered information from the store and will contact you if I am able to start the process to take these off, dependent on the documentation that you signed at...

the dealership.[redacted], Corporate Paralegal

It is my understanding that you have talked with the General Manager last week and came to a conclusion on how to handle all of your issues.  As such, I sent a check to you last week as well to cover the settlement conclusion that you asked for.Nicole [redacted], Corporate Paralegal

I apologize that you drove to the dealership and were unable to test drive the vehicles you found online.  When the appointments are scheduled, it is done so by a group of individuals who do not have access to the vehicles.  The vehicles are in our inventory and if a request is made to see...

the vehicle, the appointment is scheduled.  I can assure you that we do not use $688 vehicles to lead customers into our store.  These vehicles at this price point have numerous issues and are bound for the auction if there is no customer within a short window of time.  Again I am sorry if these vehicles didn't work for you and your family.Nicole P[redacted], Corporate Paralegal

I'm sorry that you don't understand why I asked you to provide the mileage at the time you tried to cancel your warranty on the vehicle.  You stated that you had probably put around 36000 miles on the car...  With that statement, I explained that in order to cancel the warranty on this...

vehicle you would have to provide me with the mileage at the time of cancellation or total loss.  The reason for this is that you financed this warranty on a separate contract from your vehicle loan.  The terms of the warranty financing is that you pay the warranty on a monthly basis until such time as expiration of the warranty (term or mileage of warranty) or cancellation.  Due you verbally informing me that you had probably used the entire warranty at the time you were requesting cancellation, you would still owe the remaining payments on the contract.  I do not have a problem back dating the warranty cancellation to the day the total loss occurred, but if the mileage was used up by that time, you would still be liable for the payments on the warranty as you would have used 100% of the contract.  If this is not the case, then provide the odometer reading at the time of the total loss and I will see if there is a refund due to you.As for the car payment, this has nothing to do with Russ Darrow as we are not your lender for the vehicle and thus would have no way of stopping this from coming out.As stated above, please provide the mileage and I will get this matter handled for your as soon as possible.[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.  I did finally receive the $89 check from Russ Darrow so this complaint can be closed out.  I am satisfied with the result even though the entire complaint could have been avoided with better communication on their end. They never responded to my phone messages or emails.
Regards,
[redacted]

I'm sorry that you feel the warranty is not something that you want to keep.  With that being said, I would be more than happy to assist in the cancellation of this warranty.  Normally cancellations are mailed out to the lender on or about 6-8 weeks after we receive a request.  If the...

store had you sign cancellation paperwork, the corporate office who processes the requests did not get it.  However, with the timeline of events in your complaint, I am going to assume that on January 5, 2016 you requested cancellation.  I will use that date to process the request.  I will have my warranty department do this right away tomorrow.  Your lender will receive the proceeds and will apply to your account within 7 days.Nicole [redacted], [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.
 I received the reply from the company about the sliding doors. My alarm is now going off, for no reason. I really think there is something electrical wrong with this vehicle. But I can't afford to have them look at it again, just to tell me the warranty doesn't cover it because it's not an electrical issue. I called the service department and they said that without looking at it, they can't tell me for sure, but the door not latching, could make the alarm go off, but, the alarm just started going off and the doors haven't been latching since March or April. I know Russ Darrow is number one, but this is not sounding right to me. My battery hasn't died since 10/10. But I just bought a new one. Something doesn't sound right when I drive, but my guess is they will tell me my warranty covers nothing and I have to put more money into a vehicle I am already overpaying for. I'm just complaining. Thanks for listening.

[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]

After reviewing your Complaint and the video that you sent me, this was an honest unintentional obvious error as this price that was advertised is drastically lower than anybody could sell the vehicle for.  The ad ran the lowest priced vehicle first and then gets progressively more expensive as the model of the vehicle goes up.  As you could see from the video, the pricing for the Kia Optima was put into the place of the Kia Sedona.If you are still in the market to purchase a vehicle, I would be more than happy to work with you directly to get you the best pricing that we can offer.[redacted]