Russ Darrow Group
About Russ Darrow Group
Russ Darrow strives to create an exciting and rewarding atmosphere for every employee which will then reflect in superior service to you. Total customer satisfaction is our ultimate goal whenever we open our doors. We realize that the only way we will meet our goal of superior customer service is to be passionate about our customers and the products we sell and service. Our mission is to turn this passion into an undying effort to serve and satisfy you throughout your entire ownership experience.
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Russ Darrow Group Reviews
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I purchased my used Nissan Murano in April of 2017. The dealership touted it as being a "certified" vehicle, talked up their "extended warranty" and their "gold card" for service (value of $1500, but all I really received are a few oil changes). There was some loud noise when I drove it on the test drive. The sales agent told me it was "road noise." He also told me I had quite a bit of coverage on my zurich warranty, outlining the coverage in a brochure he gave me. When I did proceed to buy the car, the finance person ran through all the paperwork in less than 30 min.
This car had around 30,000 miles on it. I had to take it back in right away because the windshield wipers weren't working. The service dept told me I needed a new motor, for $400. I told him the wipers were the wrong size. I left. Lo and behold, the wipers, once the right size was installed, worked just fine and still do. The "road noise" got worse. I took it in after my son (a car dealer in another state) told me it was probably a wheel bearing and the wheel bearing was out of my front driver side. They told me they wouldn't fix that either, even though the sales person had lied to me. They eventually were able to cover it under my "warranty" but I had to pay the $100 deductible.
Fast forward to June 2019. I have been experiencing a squeak and hard turning and took my car into get looked at, thinking it was the power steering. On the brochure given to me by the sales guy, it said the power steering pump was covered. Not so, say the service guys and the warranty rep. I only have a powertrain warranty which doesn't cover the repairs. Interestingly enough, the warranty person told me, "I don't understand how the dealership can claim this vehicle is certified, I have no history that it came with a manufacturer certification. They shouldn't have said that."
They quoted me well over $1000 for a power steering pump and a pressure line. I got another quote for almost $400 less for the repairs and will be taking my car elsewhere from now on. I won't ever use this dealership for another purchase nor use their service dept again. I feel like there was a bait and switch done, especially since the car is not certified and the warranty is limited.
On May 6th I had a collision and had my car towed to Russ Darrow because that is where I bought my car. In the days following the crash I called Russ Darrow several times to get information on my car, how far they had made it and what not. Not only could I not get a phone call back but they eventually they did not even answer the phones. Two weeks after my crash when I finally got a phone call from the body shop Sean or Steve I don't know his name. He called to tell me that he had not started my car or even looked at it because he had no info on the car and that no insurance adjuster had ever came out and gave him an estimate, claim, or anything of that sort.
I told him that it was impossible because I had a quote no less than five days after the accident happened from the insurance adjuster myself. This was a lie because one of the times that I had called and gotten someone behind the desk the woman informed me that the insurance adjuster had been there and she was there along with the supervisor when he took a look at the car. Sean said that this was something that he needed or else he could not start work on my car. I told him if that was the case why didn't he return my many phone calls last week and I could have gotten the information over to him promptly. I am more than understanding when you say that you are a week behind work okay whatever. But when that week turns into 2 weeks and I called numerous times and I don't get a phone call back and I have to come there physically in person taking a day off from my work it is really frustrating.
I have to pay $160 to have my car removed from that lot and taking it to another Collision Center where it could get started right away. A phone call. A phone call. A phone call. Is that so hard Russ Darrow. Isn't that like customer service 101? And then they never even owned up to the fact that they were wrong. They tried to make it seem like it was all the insurance fault in the insurance problem. I had no problem communicating with insurance and then shouldn't have no problem getting the information over. There was never any apologies issued or anything to make me feel as if they actually cared about the fact that I bought a car. This is not somewhere I would recommend anyone to go to purchase a car or get any type of work done.
If I could give them 0 stars I would. The manager there Adam is extremely rude. I was taken advantage of from the very beginning. Extremely low trade value for my car and when I wanted to remove extended warranty on my car and come to find out you don’t get the whole warranty amount back because they “pro-rate” it even if you have had the car for under one year which I was not told that I’m the beginning. I then needed to find a more economical car instead of the one I had bought only 8 months previously and they were no help at all.
I was constantly pulled in all different directions and told I only had one option from them. Whatever happened to customer respect and treating them with some dignity. After leaving the dealership I was called right after saying they did not want my business ever again. Awful place to deal with and would highly recommend looking elsewhere for a Mazda or any other car for others. Please let my lesson be a lessons learned for all.
A Russ Darrow dealership sold me a new Honda that was actually gray market vehicle. While the vehicle was fit for admissions and operating in the U.S., it was a Canadian vehicle and as such, I was not eligible for a Honda warranty. None of this was explained during the sales transaction, and I didn't find out until the extended warranty I purchased (after much pressure) arrived and it wasn't from Honda. When I tried to discuss the situation with the dealership manager, my concerns were brushed aside, not even acknowledged. I still buy Hondas, but from another dealership in the area. I'm fortunate to have that option.
Have tried to contact them several times and will not fix their mistake. For one the $3,000 rebate had nothing to do with finance of the vehicle. Also according to the financial department was not required to have gap insurance. So now they have screwed me on $3,895 + tax. I will be turning over to my attorney if they cannot fix this and refund my money. My vehicle is a 2019 which was paid off in less than 30 days. So they act all nice then they refuse to fix their lame dog problem. Go to your own bank. They also lied about financing from summit and UW credit union. They quoted me 2.9% lower than their own financing place. Gave them a good review in first 39 minutes. Big mistake.
My husband and I came into the Mazda dealership in Brown Deer. Our sales person (Josh) was fine but the General Manager and Sales Manager were insulting and disrespectful about price negotiations. When we discussed price they said they would come down $50. HOW INSULTING!!! So we walked. We then decided to return since we really wanted that car, the sales manager said they were going to RAISE the price so that we would feel like we got a "good deal" at the price we tried to negotiate from the beginning. WE WILL NEVER BUY ANYTHING FROM DARROW!!! We will be telling all our friends in Brookfield and everywhere about our HORRIFIC and DISRESPECTFUL experience we had with this dealership.
On October 20, 2018 I have a scheduled appointment for my 2009 Nissan Murano LE to bring into Russ Darrow Nissan located at 11212 W Metro Auto Mall Milwaukee, WI 53224 at 2:00pm for an oil change. I arrived upon my arrival time and the gentlemen which he is new, I don’t know his name, he was nice and generous and got all my information for my vehicle right away to get my 2009 Nissan Murano LE into service. I always sit down on the stool chairs me and my son Moe to see how things work when they do the oil change and inspection checks on my vehicle.
Everything was going perfect until it came to the point one of the service maintenance took out the engine air filter. I was aware that the service guy, the new one that is working there was going to approach me with it since it looked bad. The hood of my vehicle was open and then the one of the service guy took it out, which I don’t know his name. Once he walked away, another service guy name **, he slams my hood on my 2009 Nissan Murano LE so hard, for no reason at all, literally there was no need to close or slam that hard due to the fact my engine air filter was still out.
So, I went to go approach the service guy, the new one that took my information when I walked in and he told me that, "Your battery test has failed, and your engine air filter needs to be changed." I told him, "Let's hold off for it now," and then told him to tell **, the service guy to not touch or work on my vehicle please, in a nice manner and professionally. The service guy went to go tell him. I went to go sit back down by the window to continue to watch the team work on my vehicle and then ** points his finger at me through the glass and says, “You don’t want me to touch your vehicle anymore”? and then I nodded my head and said “Yes please don’t touch anymore, thank you”. He said “Okay, ** You” and gave me both of his middle fingers.
I got so intense and upset at this point. I went to get one of the showroom manager right away and told him what just happened, and he couldn’t believe it. Then ** and I started to talk, and I tell him what happened. While I am talking to ** in the middle of the showroom, ** comes out of nowhere and tells me in front of ** and customers and other employees that “I am sick and tired of racist ** like you”! I said back to him “I can’t believe you said that I am racist because it’s not even about that and I am from Africa just like you”. Then he said, “I don’t give a **”! Also, he approached at this moment and tried to fight me in front of everyone. I was just shocked how all of this went down and happen.
After he said that in front of everyone, I was told by ** to hang on tight and he will be right back with me. I waited for 20 mins and ** continued to work on selling a car to someone else which is unprofessional, and my situation escalated very high and I began to contact the police at this point. ** went back to maintenance garage where they service the vehicles including mine and he continued to talk back to me through the window. I was losing my patience because for all just happened, contacted the 76th street location and 91st street location to get help and there was no help given at all from either location and was put on hold over 10 min for each one. I then I asked for the store manager. The store manager which I believe is ** came and grabbed me while I was on the phone with the police.
I finished the call with the police and then ** took me and my son Moe into an office and discussed everything that happened. I have everything recorded and you guys also have everything recorded at your dealership. I have been threatened, called names and discriminated for this situation which should haven’t went this far. The solution was they sent ** home and didn’t let me pay $22.50 for my oil change. My son is 24 years old of age and this was his first time seeing someone discriminated his father and calling him name in front of him and employees and customers. I don’t believe this is the right solution to fix this problem and letting my son seeing this happened to his father.
I have been a longtime customer and spent so much money with you guys from purchasing vehicles and services and this is what happens. In the past 10 years I have brought friends and family to purchase and service their vehicles and bought 3 cars prior two years from you guys and after this solution, there should be something way better than this to fix it. Russ Darrow, you guys are a huge dealership, and this is what I get. At this moment, I wouldn’t recommend anyone to come to you guys. But me being called racist, threaten and one of your employees try to fight me in the middle of the dealership, that’s out of control. P.S. Some needs to get back to me ASAP, please this is a big concern.
June of 2015, I wrote a complaint about Russ Darrow Kia Waukesha. They are Jock Suckers!!! I went back in that same dealership to see if they changed, he’ll no, they’ve gotten worse. Whoever that bald head Brandon is, told me he would call me back while he took down my new phone number. I’m still waiting for his call; to talk to him about how my experience was back in 2013, 2 years before the vehicle they sold me caused me to declare bankruptcy, and yes, with a warranty on the vehicle through Fidelity who didn’t want to honor a 2nd engine replacement. But, I can say this, DO NOT BUY A VEHICLE FROM THESE RUSS DARROW DEALERSHIPS ESPECIALLY RUSS DARROW KIA WAUKESHA.
Oh, I forgot to mention that when I tried trade my truck in at another dealership, they told me that the title was branded and that the frame was re welded and seriously bent with a missing skid plate and majority of the underneath weren’t parts of the maker of the truck. When no dealership wouldn’t take a trade or buy the ** truck, I called the bank to come pick that piece of ** up. I filed bankruptcy on the vehicle because the warranty didn’t want to replace the SO CALLED 2nd engine they SO CALLED replaced.
No because of Amato Hyundai, they provided me a vehicle that I wanted WITHOUT HASSLE, 5 year term and paid in 2 years. Amato erased the funky stains and burdens that Russ Darrow Kia Waukesha had caused. Now I have a vehicle that’s paid off, better credit and normal blood pressure. I suggest that if you walk on a Russ Darrow car lot, please take the time to rethink and haul ** off their lot if you don’t want to ever go through what I've gone through.
My son when to buy his far car, a Mazda CX-5, at Russ Darrow Mazda and what should have been a exciting and milestone experience turned into a nightmare. They simply don't respect customers. They performed a bait and switch by telling us the car was a year newer than it actually was. This only became apparent when we moved to the signing process at which time the salesman and finance manager said it was a 2018 although the VIN number, when obtaining insurance identified, as a 2017. They then took further advantage of him by concealing a significant damage to the paint on the back bumper. They agreed to fix it and simply paint over it rather than sanding and painting it to correct it completely.
To make matters worst, the manager Adam refused to come and talk with him directly and after having the car for 1 day suggested that they would offer an opportunity to trade it for a new car. To make matters worst... I learned that although they identified the finance company verbally they never provided documentation of the company. ALL AROUND MISTAKE to buy a car here!!! No respect for customers, can't be trusted.
This dealership is a JOKE, I would never purchase another vehicle from any of their branches unless you plan on pouring money into it immediately. I had purchased a 2012 Chevy Captiva for $14,000 and in 10 days IT COMPLETELY BROKE DOWN. Plus they will not do anything to help with the cost of repair or anything!!! When I inquired about the vehicle I was told that it was in "great condition with no noticeable cosmetic damage" - this would include a 3" gouge in the rear bumper and an odometer light that flashes on and off.
THE BIG ISSUE was when I was driving the car started beeping with several alarms, the battery was the first. Within 2 minutes the car started shutting down as I was driving on the highway. I was doing 55 MPH when I LOST ALL POWER, INCLUDING POWER STEERING. The car completely shut down while driving. I was then stranded on the side of the road with no power and no heat in zero degree temperatures. This was on the 10TH DAY AFTER PURCHASE.
I took the battery to have it checked and it was then I was told the battery was the wrong size and it was too small to run the car. Obviously this came to a surprise to me, since they boast about their "METICULOUS INSPECTIONS"... So I replace the battery with the appropriate size and the car dies the next day. The alternator was ruined because the wrong part was in the car!!! I had called and spoke to Patrick several times over the course of 5 days (meaning I had to call every time because no one was returning my phone calls). He really made it sound like they would help me out since this WAS COMPLETELY UNACCEPTABLE.
Then Shaun the GM called me and basically said if I pay for the $200 tow to their dealership (I live an hour and a half away) that they MAY BE ABLE TO HELP, but I will be definitely be paying them something. I asked if I took it to a certified dealership in my city if they would reimburse me and he absolutely refused anything other than bringing my car (that is not driveable) so they "might be able to fix it".
They said the 12 point inspection does not check for the "right parts" only that the car runs... So they not only sold me a car with the wrong part in it, but also a faulty alternator. I asked Shaun the GM, "all business aside, how would you feel if you worked so hard, and saved for so long and you finally found the car you've been looking for, and pay $14,000 and in less than 10 days it breaks down. How would you feel?" He replies, "This wouldn't have happened to me because I would have bought a warranty to protect my investment". He then went on to tell me that it was "Actually my fault this happened because I didn't purchase their warranty." Verbatim what SHAUN THE GENERAL MANAGER HAD TOLD ME.
This company is nothing but crooks. I'm not only insulted but embarrassed that I actually paid that much for a vehicle just to have it break down in 10 days with no help or sympathy from the dealership. And Russ Darrow, please do not reply asking me to contact you for help because I've already gone to your corporate and they are doing nothing just like Shaun the general manager did. Dwight was a VERY NICE salesman, probably the only highlight of their dealership.
Feeling like "What just happened"! We went to Russ Darrow in Madison to purchase a vehicle. Since our last experience at this dealer was a good experience we chose to go back. Now we feel that was a big mistake. We were greeted at the door by salesman, which we really were there to check out pricing. Next thing we know we are test driving a vehicle that wasn't what we really were there for. After much conversation with this salesman, his demeanor changed and he was very abrupt and rude. I had, had enough so I told my husband we were leaving. You shouldn't be made to feel uncomfortable for asking questions about vehicle and purchase.
After going to my vehicle the General manager came out to make it right. We went back in and the next thing we knew is a vehicle was coming for us to look at next day. Manager told us we wouldn't have to deal with past salesman. Then returning the next day he asked us if we wanted him back to purchase vehicle. When returning at time requested next day, we sat for several hours to see vehicle and purchase vehicle. It was the finance man that was the biggest help. He answered questions we had and didn't make us feel we were a bother.
After our purchase we went to vehicle, waited for someone to come out and show us vehicle and explain features. We noticed chips in door, told him and emailed pictures and try to call General manager. Still no return call. We feel we were rushed through the process and are upset we allowed this to happen. Everyone else at Russ Darrow were pleasant except the salesman we encountered and the fast talking general manager. Sad to say. I don't like to complain but we feel just awful about our experience. Wishful we wouldn't have purchased a vehicle from this dealer.
Bought a 2016 Certified Pre-owned 2016 Kia Sorento in November 2016 from Russ Darrow Kia in Madison Wi. with 4000 miles on it. No problems first year of ownership. Took it to Napleton Kia in Elmhurst Il. for a front tire sensor issue. They charged me for the repair even though the vehicle was, and still is under warranty. Contacted Russ Darrow Kia, they would not pay me back for the repair charged to me. Contacted Kia corporate. They investigated the matter, then said "sir you purchased a used car". The car was sold to me as "Certified Pre-Owned" with a 3 year warranty with no exclusions made known to me. Stay away from Kia and all their dealerships!!! They do not stand behind their products.
I purchased a brand new Dodge Challenger SRT-8 in 2009 at Russ Darrow in West Bend. Since that time I have had all service work done exclusively at Russ Darrow. I had planned on scheduling my routine fall oil change next week along with a tire rotation. However while addressing an unrelated matter at Auto Safety Center in West Bend, the auto tech there happened to notice something very concerning. The front tires (245/45R20), were located on the rear of the Challenger, while the wider rear tires (255/45R20) were on the front. Again only Russ Darrow has ever serviced my vehicle.
The last tire rotation was performed there on Oct. 15th, 2015. I find it incredibly disconcerting that because of Russ Darrow's negligence I had been operating my vehicle with the wider rear tires in the front for the last two years. I forwarded my experience to Service and Parts Manager Adam **. I received no answer. No "I'm sorry this happened," or "What can we do to make this right?" Nothing, no response. Needless to say I will be taking my car elsewhere for all future service.
Yesterday I finally got my SUV back from Russ Darrow Nissan of Sheboygan. I took it in to have the car buffed and cleaned on July 21st. The porter called in sick so had to reschedule. Took it back on July 25th. This was a one day service. I got a call at 4:45 pm that they needed to keep it overnight. July 26th I did not get a call. July 27th they called and said it was done so I went to get it. The car had scratches in the paint, swirls, wax all over the convertible top and all over the black plastic. They must have hit the headlight lens because they were foggy. And there was a fresh 10 inch scratch in my windshield with glass chips still on car. They said they would make it right and wet sand the car and take care of the issues and I said fine. They did not offer a loaner. I left and then thought this is not right. I called David my Service Tech and he said come get one so I did. Aug 2nd I emailed David to see what was up. Heard nothing.
Aug 3rd I called David. He said the car is looking good and they are just finishing up on it. I asked about the windshield scratch and he said I would have to talk to the Service Manager. I did not get a call that day. Aug 4th I got an email from Nicole ** Paralegal for Russ Darrow telling me they are not repairing my windshield and to go get my vehicle. I called her and asked her to talk to David Service Tech and ask him how my car looked when I brought it in and I also emailed her all the pictures I took on July 25th before taking the car in along with the pictures from the dealer I bought it from. Aug 4th she emailed back at 2:20 and said they would pay for the windshield and I should take it in and have them bill Russ Darrow. I called the place and they said they would only do it at the dealer, I called Nicole and told her this and she emailed me Aug 4th at 2:51 and said she would touch base with me on Monday Aug 7th.
I did not hear for anyone. Aug 8th. I emailed her asking what is going on. She emailed back and said the window is in and that the installer made a mess of the vehicle so they are cleaning it up and it will be ready at 5 pm. Note service department closes at 5 pm. Also there is no charge. I emailed asking who did the windshield and was it a Nissan OEM windshield and that I would not be able to pick it up until the next morning because I was in Two Rivers. She emailed the company that did the work but nothing about if it was a Nissan OEM windshield and that tomorrow would be fine. Aug 9th I went to pick up my SUV. I did not get there until 5:05. I went to the cashier who was not very friendly. She had me sign an invoice and I asked for a copy. She said, “Why? You did not pay anything.” I said, “To prove what was done.”
She gave me one with attitude and then said, “Nicole told me to have someone do a walk around my SUV” and she said, “No one is here.” There was a guy by file cabinets in office and he said he would do it. We walked out to my SUV and I saw the windshield molding hanging out of the side. I asked him if he could write this down as I took pictures and he did. He was very nice and must have said sorry 5 times as we walked around my vehicle. Still had the issues from the last time beside the scratch in windshield. I then got in the car to put top down a little so I could see the back deck and the car would not start. He said it would take about 30 minutes to charge and with the other issues would I like to take the loaner back. I said fine (I had the loaner washed inside and out and filled it up before bring it back I might note).
Aug 9th 9:17 pm I emailed Nicole all the pictures and what had happened and that they put in car aftermarket windshield and rear view mirror mount and that my auto start was mounted to the windshield so you could see it and wires were exposed. Aug 10th Nicole emailed back with the email I posted in earlier post. To me it was insulting and called my SUV Salvage which it is not. It was almost mint and never in any floods or accidents and only has 15000 miles on it. Now keep in mind at this point they have had my SUV for 15 days for a one day buff and cleaning and all I did was trust them with my new SUV that I had only had about 25 days when I took it in. Aug 10th I called my lawyer to get advice. He said, “Get your car out of there and take it to be fixed right and send them the bill and if they do not pay we will take them to court.”
I called David Service Tech and said I will be in to get my and at this point I do not want anyone else touching it. He said ok. I got to Russ Darrow Nissan of Sheboygan about 45 minutes later to find that the windshield place had repaired the molding and they did try to make some of the issues look better. I then recorded the rest of my time at the dealership. I was treated rude and if I seem a little pissed I think I have good reason to be. This has had me so stressed out and it is not over yet. I still need to have the vehicle repaired right and then I am sure I will have to take them to court. But I have tons of pictures, emails and videos every step of the way.
Today Aug 11th I got in the car and the windshield was leaking from the rain and then to make things worse the battery was dead. I have been very understanding and pretty calm considering what they put me through. If this helps just one person not have to go through this it will be worth it to me. God Bless.
I'd only like to warn other consumers of the unprofessional business practices I experienced at Russ Darrow Honda. Please be very careful that you clearly understand the exact cost for anything you buy from them. They came back to me a month after my purchase and asked for more money for the item I bought because they made an internal accounting mistake. This issue has lingered and now they have sent my bill to collections. Please proceed carefully in doing business with Russ Darrow.
General Sale Manager does not know how to treat the public. The best place for this manager is not at this business nor talking to customers because he does not know how to have a basic conversation. He was very rude and hostile for no reason, simple common courtesy to respect the fact that people that are different from him really can purchase nice cars and that he should not work in a diverse community if he does not know how to work with all ethnicities and genders politely.
On May 16, 2017 I went to the Russ Darrow Nissan dealership at 11212 W Metro Mall, Milwaukee, WI to look at and potentially purchase an Audi A6 that they had listed for sale. A gentleman assigned me a sales person by the name **. I advised ** that we did not need to go through all the sales gibberish, that I was interested in the car, and if everything went well I would purchase it. ** was very polite and we went to inspect the car and I test drove it. While driving the car I noticed that the miles were almost 1000 miles more than listed and on the Carfax.
Once we returned to the lot I also notice that the passenger side front bumper was scrapped. I advised ** that based on those two items that we needed to negotiate the cost of the car. He advised me that he was new and that during his time there no one has adjusted the price of a car based on a mileage difference or body damage. I requested that he ask his manager and he did so, in which he advised me that the manager was not adjusting the price. I thanked ** for taking the time to show me the vehicle and I advised him that I could not purchase the car without a change, I left.
Around 8:15 I decided to go back to the dealership to find out if they would fix the bumper. Most reasonable dealers would do so in order to close the sale. When I arrived there, it was approximately 6 associates standing outside smoking cigarettes and talking at the front entrance door with the same manager ** that was there earlier. I approached him and advised him that I was there earlier and I asked him if they would fix the front bumper, he instantly became irate and said “NO. THAT CAR IS FOR SALE AS IS." What he didn’t know is that his sale person advised that they had been driving the car to show it off during the last month that they were not able to sell it.
I was a bit taken aback at his response. However he did ask me who worked with me earlier, and he said that he would get that person. I was surprised to find out that he was the General Manager as he had on a t-shirt and jeans as if he was having a casual day and his attitude reflected as if he was having an “off” day. He walked inside, sat down, and never came back to talk to me. Earlier it was my belief that he allowed a paying customer to walk out the door. I questioned if it was it because I was a woman or that he did not believe that I could afford the car. However, I had pre-approved funding for car, in the end he was very disrespectful and was advised of it.
My complaint is to share how the information for the sale of the car on multiple websites do not match up. In addition to the poor customer service. He could of politely took care of this by saying… "I really would like to help you out but there are no changes that we can make to this vehicle we must sell it as is." He conducted himself poorly and unprofessionally and contributed to escalating a situation that could have been avoided. Please Russ Darrow read your Google reviews on that establishment as it is terrible and I personally experienced it.
If I could give them 0 stars I would. I apologize, but this will be long. My son and I visited the Mazda dealership looking to purchase 2 new vehicles. We were trading in my son's car and I had said originally I was not trading in a vehicle at all. We were upfront with how much we could afford as payments each month. During our conversations, my son left the cubicle to call his friend who used to work at the Russ Darrow in West Bend. His friend told him not to put any money down, and walk away if he didn't get ** for his trade in. They played the typical numbers game going back and forth until I finally said that we would just go home and think about it.
At that point, Eugene, our salesman, goes into the office kitty corner from his where the GM by the name of Dean is sitting along with the financing guy and someone else. Magically, they can get us to the monthly payments we had told them we needed hours ago if I traded in my minivan for a $1,500 credit on my loan and put $2,000 down on my son's. At that point, I walk up into the doorway of the GM's office with all of the men in there and I ask if it would make a big difference on my son's loan if we put a total of $3,000 down instead. The GM, sitting back in his chair said, "No, I wouldn't put any more down. I am a firm believer in leaving your money in your pocket in case you need it." They also told me that putting that down would change the monthly payments only minimally and it was better to keep it in pocket.
So at that point, we go to the cashier, pay the $2,000 and get a receipt. From there I am taken into one room to start my paperwork. One thing you should know, we had gotten there a little after 2:00 on a Saturday, it was now after 7:00 and the store had been closed for 2 hours at this point. We were the only customers there, and I could tell the guys really wanted to get out of there. Once I am done with my paperwork, I needed to go and sign for my son since I am a co-signer. Just like some of the negative reviews for the company on the BBB site, there was so much paperwork pushed at me very quickly so that we all could leave. When all was said and done, all of the guys except our salesman congratulate us and tell us we will enjoy our cars.
As Eugene walked us outside, besides thanking and congratulating us, he asked when they could come up and get my minivan. (The power steering fluid had leaked out, and I didn't want to drive it.) After I told him they could get it whenever, we got in our cars and left. That very next Monday, Eugene calls me to find out when they can get the van. I let him know anytime, since it is sitting in my driveway. Wednesday, I get a call from another guy again asking when they can come and get the van. I tell him the same thing I told Eugene. On Thursday, Eugene calls me again to tell me he needed me to sign some paperwork to transfer the title of my van and asked if he could drive up to my house for my signature. He came, I signed, he left.
Imagine my surprise when over a week and a half later I get a call from Josh at the dealership telling me that I owed them another $1,000. I was completely confused, because I had the receipt for the $2,000 that we gave them and I only had the $1,000 left in the envelope that we had since spent on some WeatherTech floor mats and a roof rack. He then tells me that my paperwork was written up with $3,000 down and not $2,000. I reminded him of the conversation in the GM's office, reminded him exactly what the GM said and asked for Dean to call me so we could straighten this out. He never called.
A couple of days later, I get a call from the corporate office from a woman again telling me that I owe them $1,000. I explain in great detail what happened and that this was an error on the part of the dealership and she said that she would have a gentleman by the name of Ivan ** look into it and call me back. I also asked her if she could have the guy in the corner office (I did not realize at that time that it was the GM named Dean) give me a call because he could back me up. I also gave her my son's phone number that they could call him too because this was on his loan. Almost 2 weeks go by and neither of the men called either of us.
However; I got a call yesterday from Josh again looking for the money. I went over the FACTS of everything again, and ask him that since this is something they had incorrectly done AFTER I specifically said we were putting $2,000 down could they just increase the trade in value of my son's car by $1,000. He informed me that the paperwork would need to be redrafted and we would need to come in and sign it anyways. At that time I asked him about the guy in the corner office and he told me who he was. I asked if he could please have him call me before 4:30 since I would be leaving for work. So, this is the 3rd time I have asked for him to call me to straighten this out.
At 4:20 I had not gotten a call, so I called him myself. Upon answering the phone I asked him if he were working tomorrow and could I call him to straighten this out since I had to get ready for work. He started off by saying something like, "I know who you are and I talked to all of my guys about and your recollection of events is wrong. We all have the same story." (Right there, was my first clue that this is not a man of honesty or integrity. Yes they all have the same story after you coached them on it.) He goes on to admit that he did say those things about not putting more money down and keeping it in his pocket, but that then said he turned to (I think he said Adam) and Adam said, "No, they have to put $3,000 down." (Second clue this is a very dishonest man, since that did not happen.)
When I reminded him that after I had originally questioned the extra money and I was told that it wasn't worth putting it down because it wouldn't change the payments that much, he began to get louder and would interrupt everything I was trying to say. I honestly could barely get an entire sentence out. He was rude, condescending, dishonest and constantly interrupting that I have to admit. I finally said, "Would you quit being a ** and let me talk!" That set him off like a 2 year old having his toy taken away and he got even louder and if I couldn't talk before, he sure wasn't gonna let me talk now.
He started saying stuff like: "I'm hanging up, you will not speak to me that way." "You are a bully." "You are threatening me." (I had said I really didn't want to take this to social media and I was trying to fix the situation by calling him.) "I am the one trying to help you" (How? By not calling me back from any of the 3 times I asked for a call?). "I am writing down that you will not pay and I am turning you into collections and will ruin your credit," and on and on.
Since I do have a very good credit score, I don't want to lose it. I told him I would be in on Saturday. He then informs me that they are opened on Saturday to which I respond, "Yes I know, I bought my car on a Saturday." Like a completely unhinged person, he starts raising his voice again and says, "That's it, I am writing down that you are unwilling to come in and pay and I'm sending you to collections." It would have been comical if his behavior was not so pathetic. I responded, "What are you talking about? I just told you that I was coming in on Saturday!"
I was so upset by the way I was treated and the dishonest practices of this dealership that I contacted the corporate office. I spoke with a very pleasant woman named Sally and explained the situation. She suggested that I go on their website and write a complaint and Ivan would call me by the end of the day and generally they would get back to me within a half hour. Even on their website they claim to get back to you within a half hour, but if they don't you can call them. Really... that is what you consider customer service? The customer has to continue to chase you down? Well, needless to say it has been about 28 hours now and they have not called me back or sent me an email.
Logically... When we paid the original down payment, why didn't the gentleman ask where the rest of it was? Remember the GM said "all" of the guys remember it was supposed to be 3. I had the money on me at the time. When they all said goodbye, why didn't anyone ask when we would come in and get caught up? When Eugene was walking us out, why didn't he ask when we would pay? He only asked about the trade-in. Why didn't either of the men who called me three times the following week mention or ask about it? When Eugene came up to my house why didn't he ask me about it? Why did I receive a $15.50 check from Russ Darrow a week after my purchase if I really owed them $1,000?
I did turn to social media and I was/wasn't surprised that within 10-15 minutes about 7 people had responded with their nightmare dealings with Russ Darrow. Most all of them are because of their dishonest dealings and their bait and switch methods. While their website gives them a 5 star customer rating, other (non-paid) review sites are not so positive. ConsumerAffairs has them at 1.8 stars, and Yelp has the Mazda dealer as low as 1.6. Many of the reviewers were upset, like I was, that they even had to give them 1 star.
The General Manager of the Russ Darrow Mazda Milwaukee store is extremely unprofessional and instead of taking responsibility for their mistake and trying to find a solution, he just continued to threaten to ruin my credit. To be fair and honest, I have worked with the people at Russ Darrow Honda in Brown Deer whenever I had an issue with my van, and I found them to be very nice and reliable. I am writing this to help out others so that you don't have to deal with them at all and go through what I and a lot of other people have.
The salesman presented us with a $299 fee which he told was a fee from the state of Wisconsin for all dealers. That is a bold face lie. The state of Wisconsin does not charge that fee. It is a fee that Russ Darrow dealership charges to fill out paperwork. It is an unnecessary charge. Don't let them deceive you like they did us. Very shady dealership. I would not use them or recommend them because of their lying ways. The $299 is an arbitrary charge they have tacked on to get your money. Not a State of Wisconsin charge.
Contacted Darrow to verify options and condition on a used Subaru due to long drive to their dealership. Spoke with Haley **, another salesperson and the general manager Justin **. All verified the car was excellent, "like new", heated leather seats, dark gray exterior and the Limited model. Car was not a limited, no leather heated seats, many dents and scratches. A young salesman tried to explain that they are taught to tell people anything to "get them in the door". A bait and switch tactic was used to see if we could be saved. I asked to speak to Justin **, but he hid. Did not purchase the car and now I will warn everyone to stay away from Darrow. The vehicle is advertised as having all of the options on their own website.
Vehicle malfunction problems - I'm so upset right now I don't know where to start. So I purchased a 2016 Kia Sorento back in July 2015, brand new off the show floor. My first problem in 2016 my car act like it didn't want to start, and I mention to them my steering was hard when I went to make a turn. When they did a check I was told my battery was dead or dying and they did experience the steering towards the end. Not to mention I think it was a seat belt recall they took care of.
So now Jan 2017, I go in for a routine oil change and let them know my steering is hard when I turn, and I get told ahhh it's a recall on my wheel bearings or something, and could I wait to get that done. While waiting they tell me "you have a nail in your back tire on the driver's side, we can plug it for $23-25 dollars". I know I can get it done cheaper somewhere else but I just have them do it since I'm here waiting. The work get done after waiting hrs. I'm happy my tire pressure good. I got my oil changed, and they fixed the recall.
The NEXT DAY I notice my driver side front tire is just a little low from the rest of them. I pay it no mind because I know as you drive the pressure changes, but then the following day my steering light came on, and my steering was hard again. They just did work so I figure okay it will go out soon or later. Day two, light still on, and tire pressure done went down so low, that light is on as well. I didn't really go nowhere that Saturday, but Sunday came around and I had to go to church. All hell broke lose this day. So now my steering light is staying on, tire pressure light is on and the tire pressure has went down even more. On top of that when I went to turn some abs lights came on, a triangle light came on, a skid mark light came on my radio power was completely going in and out. My dashboard looked like a Christmas tree lit up.
So Monday come around and I drop someone off at work, and heading to work myself. Suddenly my tire pressure has gotten so low my whole dash just say low tire. So I have to pass back pass my house to go to work. I went to turn down the alley so I can pull in front of my house to put air in my tire, and the steering is so hard and stiff that I couldn't turn so I reversed to just go around the block because the turn wasn't as sharp and the car start jerking, and just cut off. I'm completely livid right now. I try several times to start the car and it won't start. At that moment I had to call my job to take off work. I turn off the heat, try to start the car, no go. I turn off the headlights and the heat the car barely starts. At this point I just want to get the car off the street and in front of my house. I drive and it start jerking to shut off, at this point I'm just praying that I can get around the corner.
So I pull in front of my house, turn the car off and try to restart it, and it barely want to start. I turn the heat on and my radio completely black out. So now I'm missing a 12 hr day of work, and have a vehicle that has completely gone haywire. I bought a brand new Kia back in 2008 a Rio and before it was over with I had to replace my battery on several occasions, then my radio just blacked out and completely stop working. The car would start fine for a day or two, by the third day I was needing a jump. Needless to say this is my LAST Kia I will be purchasing. This is completely ridiculous!
About 7 months ago, I decided to go through Russ Darrow and finally trade in my crappy car, for what I thought, was going to be a more reliable vehicle for me and my family. I test drove a Toyota and during the rest drive, the check engine light came on. I explained to the salesman, that I was interested in the vehicle but wanted the check engine problem looked into and fixed. To which, the next day, I was told it had been resolved and "good to go". I went through with the paperwork and was told upon signing: "anything that goes wrong with the vehicle going forward, is your responsibility". In my mind, paying over $6,500 for a vehicle, I am thinking sure, minor vehicle maintenance wouldn't be a big deal. Little did I know, that was not what I was going to be dealing with.
About 3 weeks after having the car, the check engine light was back on. I attempted to contact Russ Darrow and the man who I dealt with the time of purchase. He did not respond or attempt to contact me. I decided to try and get the problem fixed myself. New spark plugs (which were completely shot) and new coil packs... even a new master airflow sensor. Nothing made the engine light go off and finally the car just did not start. I had to have it towed to my mechanic, where he ran multiple tests and was informed that I am going to need to have a new engine placed in it. I immediately attempted to contact Russ Darrow.
The first call, the guy I spoke to was a sales manager and was extremely rude to me. I talked to him calmly and rationally and with respect and he was the exact opposite. He then placed me on hold for over 20 minutes waiting to speak with someone in their service department. The man I spoke to told me there was nothing he personally could do and that I'd need to call the next day and talk with the director of service. He also informed me that he had no record what so ever of servicing my car. Really? But you guys "fixed the check engine" issue??
I did call the very next day and spoke with the service director and was told he would look at my information and paperwork and get back to me the next morning to "see what they could do". I never heard anything back from them after that. I have tried to contact the GM multiple times and have been blown off. I am making $179 monthly payments on a vehicle that I cannot drive and am getting stuck paying over $2000 to drop a new engine in a vehicle that I bought from Russ Darrow 7 months ago. I am so highly disappointed and dissatisfied as a customer could be. It is highly upsetting that they are clearly not willing to make this right. I will never recommend anyone go to them. Just a really terrible experience to say the least.
Car buying is a painful experience, however Russ Darrow in Waukesha did an awesome job. From my Sales Manager Carlos, to my sales associate, Bill, to the finance guy, Matt everyone did a great job to make this important decision as easy as possible. I read all the reviews and was really hesitant to go to this dealer, but they went and above to make my deal happen! Give them a chance, you will be glad you did!
We purchased a used car from Russ Darrow Kia in Wauwatosa, WI. The next day the engine light came on and we found out that the engine was shot and needed to be rebuilt. Russ Darrow's response was "Not our problem." They happily took our money and didn't care one bit that they sold us a worthless hunk of metal. We were also told that they would refund us the $200+ dollars spent in their service department where it was misdiagnosed, but a refund was never given. All in all the worst car buying experience I have ever had.
I was hired by the Russ Darrow Group as part of the JD Byrider franchise. I was hired as the Service Manager in Colorado Springs in February 2016. I was told at the time that the franchise was a good place to work. 2 months in they shut down the JD Byrider in Denver and again I was told not to worry as we were a very strong franchise. On 7/18/16 at 8:30 in the a.m. I was told that I was being laid off due to company restructuring.
As it turns out the regional manager had lost his position and was told that he could have my position and during his vacation the week prior to my "layoff" he moved back to Colorado. The company knew that I was going to lose my position weeks ahead and they decided that it would be better for me to find out with a 2 hours notice so "I would not leave and they would not have a service manager". I find that this practice is a complete outrage and show lack of human decency from the Russ Darrow Group and the Operations manager of the JD Byrider franchise Jimmy **. I would not do business with this franchise.
I put down a deposit for a car and was told the car should be coming from another location then was told the car was sold the next day after I put down my money (very poor communication on the store/salesperson Patrick **). So they wanted to give me another car. This car had total damage to the driver door for a accident (which they still wanted FULL price for) and under the hood problems as well.
Due to the condition of the car and the other problem I refuse to get a car from them. The salesperson Patrick ** was very pushy and was just trying to make a sale. Didn't really care about the cars they showed me which each one have something wrong with them. (This is SUPPOSE to be a legit car sales company.) I would think they would hold higher standards for what they are selling people.
It's sad to say but even visiting a big car company ALWAYS take your mechanic or someone who knows about cars. I spoke with the general manager about getting my money back and it's been a big headache ever since. If you're looking for a Garcia Infiniti cars that you're going to make payments to be my guest. This company is just not for me/my insurance company or the headache that I would've ran into.
Recently bought a truck from Russ Darrow Kia of Waukesha. Not a very professional experience. After the vehicle is purchased I start to drive home to Madison. I get 1 mile down the road and notice they have left the truck on E and the gas light turns on. So I figured not a big deal I can get a tank of gas. Not even a week and a half later the check engine light comes on. After being advertised as a "Technician Owned" vehicle I didn't see why the light would come on so soon if ever.
Get it checked out and turns out the truck had the wrong spark plugs, spark plug wiring, which burnt out the catalytic converter and all o2 sensors. $2,000 worth of repairs I got as an estimate. Call the dealership to ask them to fix it since I've had the truck less than 14 days. In response I pretty much got a polite "** you" from the dealership. So I sit here having to pay $2,000 for repairs when the dealership sold me a truck with faulty emission standards. If this truck was "Technician Owned" they might want to reevaluate their employees if they can't even put the right spark plugs in their vehicle. Needless to say I will never buy another vehicle from Russ Darrow ever again.
The Nightmare still continued at Waukesha Kia. First of all the so called Manager Brandon is still employed there. Really says a lot about morals and family values, when this headcase wanted to fight over a customer's request. STAY AWAY from hothead Brandon, really a nutcase. Besides that our defected Kia Soul, they ** over on is back on the lot so if anyone sees a Gunmetal 15 Kia Soul pls stay clear. It's defunct. They are delusional about their problems. WOW!!!
Was not greeted in a professional manner. Original sales rep who was new and just off orientation knew nothing about the jeep then informed us he was grabbing the sales manager, later to find out he wasn't even close to being a manager. He was also a newer sales rep. Then when we were processing our financing the sales rep was a middleman running back and forth to a larger desk right behind us, no more than 5 feet away, with a piece of paper written on with permanent marker and couldn't even explain the numbers.
We were thinking that this was a finance manager and come to find out it was the sales manager who didn't even come to speak with us until after we were beyond frustrated with this very odd and very unprofessional behavior. Then after he came around to speak with us he stated he was not going to be able to work with us at all on our trade and stated we needed to "give us a ** break, this is a business to pardon my language, but we are splitting hairs, it's a cup a coffee a day." We never spoke to the actual finance person until we signed and never even gave us options for banking as we preferred to work with our own credit union then were deceived to purchase additional options without full explanation until we asked about fees and other questions.
The ONLY reason we purchased this vehicle from there is because they refused to do a dealer trade. It was by far the worst, most unprofessional experience we have ever experienced ever, and will never buy another vehicle from Russ Darrow and have already shared our experience with several others warning them about the experience. I would be very concerned about Jeep sales being directly impacted by this dealer.
We bought 2 Kia Soul June 13th 2015, we experience starting problems with the push button start. This has happened multiple times, very inconvenience and aggravating. Anyways we took it in first replaced battery, asked the service manager what is going on, he had no answer for me, told me next time it happened to tow the car in. So week later it happened, towed the car in, found out bad FOB battery, told me to carry extra, WOW!!! That's not the worst of it, we decided to get a new car, was told we could by Salesman, so we were asked to go outside to view the selections, the ill-fated car we have I paid to install light package called "puddle lights". I wanted new car to have them or take it off her car and install them on new one, easy request and fair right? Wrong.
There was a so-called manager who was not informed of any of my requests. Anyway he said I was to pay to put on my own lights, REALLY? He wasn't going to pay his men to do that, so he said "I don't like your attitude." I was shocked to be treated like this. I said we are leaving, he followed me into the building and got in my face and I said "you can't talk to me like that." He said "I can talk anyway to you" spitting on my face, he was that close. Then it really escalated to where he was asking me to step outside.
Now I'm a 50 plus cancer survivor, he's a fat roly-poly pudgy man. He told me "you can't take twice to ME" We walked out, my family in terror. So it's supposed to be investigated, what a joke that, that man still gets employment with them, that Russ Darrow allowed him to stay. I don't even want to drive and advertising their name when a manager so arrogant, unprofessional sport jock of a manager is employed there. I hope to God The Darrow Family responds to this cause I intend to pursue this.
I put down a deposit for a car and was told the car should be coming from another location then was told the car was sold the next day after I put down my money (very poor communication on the store/sales person and general manager). So they wanted to give me another car. This car had total damage to the driver door for a accident (which they still wanted FULL price for) and under the hood problems as well. Due to the condition of the car and the other problem I refuse to get a car from them. The salesperson was very pushy and was just trying to make a sale. Didn't really care about the cars they showed me which each one have something wrong with them. (This is SUPPOSE to be a legit car sales company) I would think they would hold higher standers for what they are selling people.
It's sad to say but even visiting a big car company ALWAYS take your mechanic or someone who knows about cars. I spoke with the General Manager about getting my money back and it's been a big headache ever since. If you're looking for a craigslist cars that you're going to make payments to be my guest. This company is just not for me/ my insurance company or the headache that I would've ran into.
Russ Darrow Group Company Information
- Company Name:
- Russ Darrow Group
- Company Type:
- United States
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