Russ Darrow Group

He made a comment to my husband saying he's a ** husband to let his wife sit at a dealership for 4 hours. My husband told Adam he was at work, Adam's response was, "Yeah right, you probably don't have a job." Adam then said to my husband how it's funny that as soon as his wife noticed the headlight and fluid he was able to be at the dealership in 10 minutes. My husband was on his way home from work, in Milwaukee and when I called after noticing the headlight. He came straight to the dealership instead of going home, since they already screwed us with breaking the door panel and trying to charge us for a new one. My husband kept telling him that he is the general manager and this is his job. The conversation ended with Adam saying he would not look into this situation and told us to take care, take care of our ** van, and our ** headlight!!!

I had some issues with the car I had before this and the dealer I took it to drove it around to try to replicate the problem. They couldn't replicate the problem and because they couldn't they didn't charge me. That is good customer service. Charging someone $175 to drive a car around is RIDICULOUS! And then to pretend like you don't even know there's problems with these screens when they darn well know there is is just fat out lying.

A couple days later they dropped the price of the vehicle so my friend called to make an appointment for the following day to make a deal for the car and told to talk to a guy named Don. We drove there from Oak Creek at the tail end of a snowstorm only to be met by John and Adam who told us that the vehicle was sold the night before. I got mad and asked why no one had the decency to call us to let us know nor did they offer to show us other comparable vehicles. They smiled and chuckled a little bit. Needless to say we stormed out and bought the same make, model, year and lesser miles from Heiser. STAY AWAY from Russ Darrow, GO TO HEISER!!!

The cars are trash, it's all "whenever you need something call us, refer us, get your oil changes here" until something goes wrong and nobody want to own up to a huge error on their part. Found out previous owner NEVER changed the oil and Russ Darrow unloaded a piece of junk on me. Now sensors are going bad but manufacturer's warranty won't replace those either. Better off getting a vehicle from a junkyard if all of this happens in within 5 months of purchase.

But, in less than 9 months the car started to get a loud engine noise and we went back to the Greenfield Wi dealer where we bought the car and they said they would not look at it since they did not work on Chryslers and we had to take it to their "north side dealership". When we were in the process of purchasing it we were asked "will you be having your car purchased here, because if you are not it will cost you $100 upfront to have someone else work on it before your warranty will pay anything". Of course we wanted it serviced where we purchased it since we live in Greenfield, so we said yes.

After several attempts to have the noise in the engine looked at they finally had one of their mechanics bend over and listen from the front of the grill without even opening the hood. He said "sounds like an air conditioner fan noise". They said they would check it out and could we be seated in the waiting room. After about a half hour the service mgr came and said "looks like it will have to stay overnight". We told him we had a Dr. appt that afternoon and that our "warranty contract" that we purchased from them would provide for a car to use and they proceeded to bring us a car and some paperwork to sign which said it was a "rental" car and that we had to sign it "just as a matter of form for insurance purposes". In order to get back home since they had our car we signed under those terms.

We did not hear from them for about two days so we called them. The service mgr said "looks like there might be some other problems. We will check it out and get back to you". Again, we don't hear from them so after at least a week, we call them again. Service Mgr says "looks like we will have to replace the engine". Ok now we are worried, but we paid $6.000 for our additional insurance warranty so we should be good right?

Well now a few more weeks go by and no word, so we call and service mgr says "we are waiting to hear from the warranty company on the engine replacement but you will have an engine with over 22,000 less miles than the one we are replacing". Since they didn't even have the engine to put in we then left on our family planned vacation leaving their "rental car" in our driveway.

While we are on vacation we get a phone call from the Greenfield Russ Darrow Group dealership telling us that "now in addition to the engine replacement we will now also need to have the transmission replaced or repaired" and in order for them to do this they need our authorization to do this so the warranty company will give them the ok to do this. In addition they tell us to "bring back their 'rental" car at once since their paperwork said we were only to have it for ONE DAY! We can't bring it back. We are on vacation with our family in Las Vegas and we would be back the following Monday at which time we will comply with their request.

Now they have had our car over a month, never in that time did they say to bring their "rental" car back to them. "Read your paperwork" says the service mgr. We didn't read it because at the time they told us our signing it was "just for their insurance purposes". When we get back from vacation we call and tell them we are back and when can we meet with the generall mgr to discuss all of these issues and will they be providing us with a different car until ours is done being worked on. They said "bring the "loaner" car back before 3 pm and another one will be provided for you". We were there about 2:30 pm and were told that there is "no loaner car for you". My husband then told them that we are not returning their car since we had no way to get home and proceeded to leave the service area.

By the time we got back to their "loaner" car their employees proceeded to block us in front back and sides with 5 of their vehicles even pulling one car up across the sidewalk and as one of the people in a suit gave us his middle finger as we sat in the car. It was now close to closing time at 5 pm and was a Holiday weekend so no one would be there for 3 days to give us a different car or allow us to leave in their "loaner" car. My husband called the Greenfield Police Department and an officer arrived shortly and asked us about the situation, after we explained what had just happened he went into the office to speak with someone and was gone for quite a long time.

When he returned he said they told him that someone in the office would drive us to their Northside dealership to get a different "loaner" car but when they tried to call their other dealership there was no answer to they said they would drive us home and take us to the Northside to get another "loaner" car in the morning. Now this is a Holiday weekend and of course they will be closed so we knew this was not going to happen.

Now the dealer shuts off the lights and all the employees are leaving and the 3 day Holiday weekend is coming up so we are left with no way to get home. We were promised a different "loaner" car from the Greenfield dealer when we brought their other one back and they did not provide one. By now the police officer declares this to be a "civil matter' and leaves also. We call one of our daughters who lives near East Troy to come to get us and she drives us home after taking videos of our "loaner" car being blocked in on all sides by the employees of the Russ Darrow Group.

Now our family is concerned because we are now without a car for a three day period before the dealership will be open again after the Holidays. This all happened on a Saturday so we sat home Sunday, Monday (holiday) and on Tuesday our daughter called the Greenfield dealer to ask what they intended to do about our "loaner" car since they still had our car and were continuing to work on it. They said they would send one of their employees to come for us to drive us to their Northside dealership to get another "loaner" car for us to used while they were still working on ours. The Greenfield Dealership employee came to pick us up. His name was "Jose" and he drove us to the other dealership and when we arrived I asked him to please wait in case something might go wrong.

My husband went in to get the "loaner" car and they said "we don't have a car for you, we don't know anything about providing you with a car". My husband understandingly was very upset. The end result was that if we did not sign another paper which stipulated and the service mgr pointed out to us was that we will be charged a daily rental fee for the use of their car while our car was being worked on and that we are signing that we will be liable for any and all other charges that may incur during the duration of the time they had our car. We had to sign or again had no way to have transportation or to get back home.

Both of us had to give them our driver's license and our credit cards and sign their paperwork and then we were able to leave with their "rental car". Finally after over TWO MONTHS of not being able to drive our own car they called to tell us that NOW our car was done and could be picked up. When we got to the Northside Russ Darrow Group dealership. The Mgr gave us a bill amounting to approximately $258.00 and proceeded to take us to their service department window to pay our bill.

I asked the service mgr what were these charges for and he responded "I have no clue, read your paperwork". We paid because we needed to get our own car back after not having it for over two months and we were just glad to be able to be done with all of the terrible things that happened to us due to this whole deal. The paperwork said that they charged us to TOW our car from the Greenfield Russ Darrow to their Northside Russ Darrow so that they could work on the transmission. They replaced the Engine at their Greenfield dealership. They also charged us for "topping off" the oil, antifreeze, etc that was needed when they replaced the engine and transmission repairs. Also on the bill was a charge to REPAIR the "lower radiator hose". There is more, and we would be happy to tell anyone about this horrible experience if anyone cares to listen.

I just wish the REAL RUSS DARROW could know about this treatment, because I don't think he would approve of how his employees treated one of his customers. We called the Russ Darrow Corporate office yesterday to try to talk to someone of authority to show them with video, pictures and other documentation of the statements contained herein but were unable to speak to anyone of authority that would represent this dealership but to no avail. We hope no one else that may be in the market for a car at one of these dealerships will ever have to go through this kind of experience. Use.

I forgot to mention the 4th time.. that's because we didn't even get it off the lot that time, the battery was dead and the alternator was fried. Now we get the vehicle back and it's leaking transmission fluid. When we called to report it we got attitude from the service rep, trust me we are just as annoyed if not more (because now we're up to almost EIGHT THOUSAND DOLLARS IN REPAIRS!!!!) Thankfully we found out the warranty work can be transferred to another dealership.