Russ Darrow Group, Inc.

[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.  Will you notify [redacted] from Russ Darrow to cancel the product and have the refund placed?
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.
Hello, I received the message about my case being closed due to inactivity on my part. I also read the message regarding getting my van diagnosed , but I moved and work full-time, so I was having a hard time finding someone to go with me. If I can have one more week, I will make an appointment for next Saturday to get my van diagnosed.
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 has been resolved.  I have read the response from the company.  This is the first time time I've ever been told that there was a credit.  I was under impression they still owed the $81 and I was never told it was a credit.  I am very disappointed that it took making a complaint on the Revdex.com for them to finally give me an answer.  I have been in contact with them since Feb. 26th.  If I would of known that there was a credit on the account this would have never been an issue.  Their customer service is horrible and there is no lack of action on their part.
Regards,
[redacted]

I have received the information from the dealership, and you did specifically authorize the them to run your credit.  I am attaching the credit bureau authorization that is signed by you.  As such, I will be unable to remove these inquires from your bureau.[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.] In response to Russ Darrow, we realize buying a use car it's not perfect,but we also realize the dealership hasResponsiblity as well.. The fact of the matter is When I ask for the carfax that was to be so convient and onlineIt couldn't be found and sales manger claim it was not available, plus when I ask was the car in any accident he, statedNo, When I asked how many owners he said no, when I called the salesperson, and asked for it I was livid, becauseHe straight lied about it. As for the starter going out, I had cars with starter going and it just didn't stop itHad symptoms prior to completely stopping. Which means Russ Darrow knew it we just didn't until two weeks later 
Regards,
C [redacted]

I am sorry that the roadside assistance that comes with your vehicle was not reliable for your recent breakdown.  It is my understanding that there were a few problems with the vehicle's control system which were fixed by the dealership at no cost to you.  Again I apologize for the way the...

dealership handled the matter at the time of the breakdown.If you have any further issues, please feel free to contact me directly.[redacted]###-###-####

As a company, we cannot foresee any repair issue happening on a vehicle in the future.  As a customer, you have the right to take the vehicle for a third party inspection to see if there is anything on the vehicle that is mechanically unsound.  The State of Wisconsin directs us to do a safety inspection on all vehicles, but that does not mean that we have to take apart the vehicle looking for issues.  If the issues do not present themselves during the inspection then we cannot be held liable for maintenance issues with all used vehicle purchases.  The warranty that you purchased should cover the transmission if the actual failure is a covered item under the warranty.  If the warranty company (which we do not own or control) is not responding to your issue, I would suggest writing a letter and sending it certified to them giving them a chance to respond before proceeding against them in a civil manner.  This is your right as a customer, however, we are not a party to this matter. 
Also, we do stand behind the vehicles that we sell, however, when an issue presents itself 3 months or so after purchase we do not get involved.  We would offer a diagnosis and an estimate that may include a discount as a goodwill gesture, however, all vehicles are sold as is with no implied or stated warranty.  I am sorry that you had issues with the vehicle, however, it is outside of our control.
[redacted], [redacted]

I am sorry that you feel we are responsible to purchase your vehicle even though there was no written contract.  We cannot hold an individual or business liable to purchase a vehicle because they came in and offered a dollar amount in which we accepted.  The customer then left and...

never came back.  Would we be able to go after that customer because of a verbal statement?  The answer is no.  We offer to purchase vehicles found online on a daily basis.  However, if there is no contract, we are not legally bound to purchase the vehicle.  If the vehicle's purchase price had been set as you say, we would have kept the vehicle, written a purchase contract, inspected the vehicle and consummated the deal.  This was clearly not the case.  Instead you wanted to keep the vehicle, add additional miles and further depreciate the vehicle and then have us buy it at a later date.  This is not acceptable.  I'm sorry that you purchased a vehicle before you sold your Eclipse.  However, in your complaint you stated that you turned down many offers on this vehicle.  Please try and hold one of those buyers to their offer.  We are not liable to you under any circumstance.  Thank you,[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]

After reviewing your complaint with the dealership GM, it is my understanding that this issue has been resolved and you drove away with your new vehicle on Saturday, October 25th.Thank you for your patronage.[redacted]###-###-####/direct

[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 am sorry you feel that we owe you anything in relation to the service of your truck.  You purchased the truck in an As Is used vehicle condition and there was nothing notated on the WE OWE slip that we were to provide any service on the vehicle free of charge.  If you would like us to diagnose the issue and provide you with an estimate, I would be more than happy to do this for you.  I will even extend a goodwill 15% labor discount on any repair you initiate.As for the license plate issue, that is out of our hands and we cannot provide you any assistance with this.  The DOT Investigator needs to handle this as it was an internal issue within the DOT and not started by the selling dealership.  In conclusion, I have reviewed the complaint in it's entirety, however, there is nothing that Russ Darrow can do to assist you.  You purchased a vehicle and we did all of the paperwork within the letter of the law.  Please forward any additional complaint relating to any aspect of this matter directly to the Investigator, [redacted]

Better Business...

Bureau:
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 provide your contact info so I may forward the requested info to you. 
Regards,
Geoffery [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.  It's my understanding at all work has a 12-month warranty on it from Russ Darrow and, although I am outside of it, I wasn't far from it when I brought it to your attention.
Regards,
[redacted]

Please take this response as your receipt for the July 2017 $100.00 payment.  Also, legally your bank statement would be your receipt as we do not normally send receipts in the mail as our system does not allow for it, it would be a manual process and this is not something that we normally set...

up except for in situations such as yours.[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.Further The Darrow Group has exaggerated the milage difference.  Current milage on vehicle is 20351.  That is a total milage of 3121 miles between changes.  Minder currently at 70% oil life.  According to [redacted] Honda of Madison and Honda's regional representative, failure to tighten drain plug is most logical and common reason for the car's particular failure, milage being almost a non factor, but with particular oil pressure and viscosity.  No damage to drain threading found, which according to [redacted]'s technicians and Honda Rep means failure is not with drain plug, but with place of business that changed oil.
[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 having re-occurring intermittent problems with truck.  These types of issues, since they don't happen every time you drive can be hard to diagnose.  I am forwarding this on to my service manager to find out what they have done and what Dodge has stated in regards to...

warranty work.  Because these are complex issues, this may take a little bit of time, but feel free to contact me at any time.  I will hopefully have some answer or time frame on what we can or can't do based on Dodge's recommendations.[redacted], Corporate Paralegal###-###-####/direct

Better Business...

Bureau:
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.The response by [redacted] Peiper was to question whether she should address the problem or not.That's not a response, that's dodging the issue.If she would have read the letter, or bothered to communicate with me at all, [redacted] would have realized that the Dealership (Russ Darrow Mazda Madison) and it's GM Mr. [redacted], has blown off this complaint since day 1. She would have also realized that even though I filled out the complaint form on-line the night of day 1, that I had to hunt down Mr. Lawler myself 1 week after filing the complaint. When I did get his attention, he had me check the unit into Russ Darrow Kia on the west side. By that time I noticed that not only was the paint pealing badly on the roof (and had rusted), but that the drivers side fender had rusted off the lower body and the left tail light was not functional. When I picked up the vehicle 1 week later, nothing was done about the tail light, I was told that all the fender needed was "a screw".In our phone call prior to me picking up the vehicle, he started the phone call by belittling my concerns and telling me that the vehicle was 11 years old. Mr. Lawler offered to "participate" for 1/2 of the "His cost" for repairing of the roof (I would end up paying an additional $750 for the vehicle and have only part of the problems repaired). After 5 or 6 times of him belittling my concerns and telling me that the fender only needs a screw, I lost my patience with him also. There has been no further communication though I have sent him a few letters - one which I informed him I was reporting Russ Darrow to the Revdex.com.To re-cap my "Opinion" at this point:I am very disappointed in Russ Darrow - all of them.It is clear to me that Russ Darrow GM's don't know anything about the product they sell, or about treating Customer's with respect. This seems to be a policy which reaches all the way to the top of Management. It has been over a month since this process started. Mr. [redacted] was rude to me. Mr Lawler was dismissive. And I have a vehicle that, though it runs well, has rust problems (I ended up fixing the electrical problem myself).I bought the vehicle in a rain storm. That was a mistake because I was unable to see the paint damage on the roof. I took it back 1 hour from the time of pickup because I saw the damage when I got it home. My [redacted] was dismissive and rude "What do you want me to do about it, you bought it AS-IS"...". The rusted fender and non-functional tail light were hidden damage. And even though the safety checklist showed all lights to be functional, Mr. Lawler refused to acknowledge that the unit went off the lot in this condition.I trusted that Russ Darrow had the integrity to stand behind vehicle purchases, so I purchased from them.The Gold card I was given actually gave me the option to trade for a different vehicle on day 1, but I was told it was for oil changes and a discount on parts. Neither Mr. [redacted] or Mr. Lawler addressed this option. They just wanted the unit to go down the road and stay there.What would make me satisfied:I expect Russ Darrow to come to the table with an offer to repair all the rust problems with the vehicle, or to give me a cash settlement that would even up the value of what I paid for the Vehicle and what KBB Retail is for the vehicle. In my complaint, I stated $1,500 would be a reasonable number.And I expect that all GMs and upper Management go through an intensive course in Customer Satisfaction. It is very clear to me that this is not the same group of people that I bought a Plymouth Caravan from years ago. Buying and owning a car should be a fun experience. Customers should be treated with respect and as if they know something.
Regards,
[redacted]

I bought my car 5/20 at Russ Darrow. I bought it with the Vehicle Service contract.I decided to cancel the service contract within the first month they never gave the money back so I cancel on again September I still don't have my money back. The total for the vehicle contract is 3285. I think they...

want me to forgot about it so they can keep my money.

[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]