Russ Darrow Group

Russ Darrow Group Reviews

Our promise. We provide a buying advantage with verified reviews and unbiased editorial research.

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.

Russ Darrow Group Reviews

Stars Rating

  • 0%
  • 0%
  • 0%
  • 0%
  • 0%

Popular Mentions

    How do I know I can trust these reviews about Russ Darrow Group?
    • 4,459,484 reviews on ConsumerAffairs are verified.
    • We require contact information to ensure our reviewers are real.
    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Recent
    • Recent
    • Oldest
    • Most helpful

    A link has directed you to this review. Its location on this page may change next time you visit.

    How do I know I can trust these reviews about Russ Darrow Group?
    • 4,459,484 reviews on ConsumerAffairs are verified.
    • We require contact information to ensure our reviewers are real.
    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Page 3 Reviews 40 - 240
    Staff

    Reviewed Dec. 2, 2015

    I came into this Russ Darrow facility looking to choose my first auto and was really worried. When my family and I walked through the door everyone was so helpful and willing to help me get the best car and deal. My wife and I ended up having a unique salesperson help me, and I'm so delighted that he was the one to help me buy my van. He was so helpful, funny, and made me less afraid about such a huge purchase.

    Contract & TermsPriceStaff

    Reviewed Nov. 10, 2015

    After a couple of months, I finally had the 'add ons' mostly refunded and am satisfied. In my haste to find reliable transportation, I allowed myself to get into a position where I had to sign the final paperwork quickly. This resulted in being encouraged to go with a pricey extended warranty and a service contract, both of which were sold for a premium price. It wasn't until a week or two later that I realized the total for my 2013 Ford Focus SE Hatchback was $17K when the sticker price was $10.9K. I was in shock. I am glad that I was able to get refunds after filing the BBB complaints. The paralegal was available and responsive. This purchase was after I had helped my friend purchase a car without difficulty. While I still feel I was railroaded, I'm happy with the overall experience. The car has run perfectly. A satisfied customer.

    Customer ServiceContract & Terms

    Reviewed Nov. 9, 2015

    I am very unhappy w/ a lease of a 2014 Dodge Dart from Russ Darrow Group, East Side, Madison, WI. I and a friend went there to look at vehicles. I ended up getting talked into a "great deal" on a lease w/ Jason **. I got royally screwed. I had to have a co-signor, my credit wasn't up to their "par". In using the co-signor - everything went into the name of the co-signor. Including MY deposit. Nice. I asked them about that - the response was "It doesn't matter who gets the receipt." Yes, it does. It was MY money. I was the one looking for a vehicle, not the co-signor.

    Not only do I not get recognition for leasing a vehicle, the payments are $81 more per month, and three months longer and cash was put down. I feel I am out at least $4,166 dollars. The advertised lease should be $6,084 for 36 months. I am paying $10,250 for a 39 month lease. They know how to screw you. Vehicle has been in 5 times for service. For the first few service calls - they didn't even know who I was. Nice. I am the one being screwed out of all that extra money and they don't even know me. I believe this company needs to have a class action lawsuit filed against them for their shady operations.

    I called the West Bend office and wanted to get out of the 16 month lease, that is 39 months long. Reuben said, "Come on up and I can get you into another vehicle at a lower month rate." I went there, was told to talk to Paul **, discussed all this above information, said I wanted out of the lease and he said the only vehicle I could get into was a 2016 Jeep Patriot for more money than my current lease. Nice, I drove ALL THE WAY TO WEST BEND - added wasted miles to an already low mileage lease agreement for NOTHING. I called to talk w/ Reuben, he was gone. I left messages for him to call me back. NO RESPONSE. Is anyone interested in hopping on board for a class action lawsuit? Hope every dissatisfied customer who has gotten ripped off does.

    Price

    Reviewed Sept. 28, 2015

    This particular car dealership set it up an excellent cost with regard to the vehicle. Better still although had been the actual personnel. The actual salesforce had been incredible. I suggest Russ Darrow! We visited several vehicle stores throughout during the past couple of months with no salesman had been much more well-informed, pleasant, as well as useful compared to Russ Darrow. I really like the vehicle and also the offer.

    Verified purchase

    Reviewed Sept. 21, 2015

    This is my third vehicle from this dealership and am happy with them and the car. Russ Darrow went above and beyond to help. Their ideal service aided us get a very good motor vehicle at the perfect possible terms. I was very happy with the service and the deal.

    Reviewed Sept. 15, 2015

    My son spent his savings on a 2009 Mazda with some minor door damage which was promised to be taken care of by some dent repair man. Well after spending a total of about 10 mins. with some sort of bar stuck down between the door and window he said it would have to have the door panel removed to most likely remove this dent. He said he would be willing to do this if a tech would remove the panel...

    Customer ServicePriceStaff

    Reviewed Aug. 4, 2015

    Here's my story with Russ Darrow: On Memorial Day weekend, I went to Russ Darrow Kia, in Waukesha, WI as my wife and I were car shopping. We came across a 2008 Toyota Sienna that had all the gadgets one could want in a minivan. We took it for the test drive and everything checked out. Priced at $10K we thought this was a steal. So we signed the papers and drove off the lot. I couldn't be happier with the new (at least 'new' to us) vehicle. Within a week of driving around and taking care of daily business, the traction light went on as well as the check engine light. This happened just before I went in to get the emissions test done so that I could drive a legally registered vehicle without getting pulled over in it; and of course it failed.

    Russ Darrow's Toyota chapter in West Bend (the ones who performed the emissions test) revealed to me that there were faulty bulbs in the vehicle and encouraged me to seek out financial help from Russ Darrow Kia, considering it was such a recent purchase, they should want to help a customer. Well, after several visits and unfulfilled promised phone calls and literally, no attempts to contact me back; after sending me back and forth between Waukesha and West Bend and leaving me in Limbo on whether or not they're going to assist me, they finally decided to let me know they were shafting me because they don't think it's worth it to maintain good rapport with good customers.

    Now the total cost of the repairs is about $1400 which is close to nothing for such a large company. But for me, that's a months pay and I'm trying to get out of debt, not dig my pit deeper. I even asked them just to meet me halfway and they're not willing to do so much as that. I can't afford to get my vehicle fixed. I can't afford to get pulled over for driving it without it being legal. But Russ Darrow just doesn't care. So, because of this, I will do my very best to steer anyone away from doing business with them for as long as they exist. This is the first of many blogs. There will be more.

    Customer ServiceStaff

    Reviewed June 4, 2015

    I bought a vehicle from these suckers and got ** in the **. The vehicle was totally misrepresented and suffered many and major problems when the first day I drove off the lot. (Russ Darrow Kia Waukesha). The engine went out and had to fight, call, argue, cry, complain, snap, and cuss out the warranty company Fidelity and The managers in order for them to replace an engine. One year later the engine went out again. They will not fix it and will be a total smart ** and they will ** you in the **. I contacted the BBB and Russ Darrow responded in a very rude and unprofessional manner. Russ Darrow corporate office is a ** joke, they need to be sued. They are the worst car dealer ever.

    PS: If you decide to purchase a vehicle from these crooked ** jock suckers, I highly recommend you having a Bankruptcy attorney ready, because you WILL get ** in the ** with an outstanding loan on a vehicle that's going to be worth 25 times less than what you would owe. Stay the hell away from these money hungry, money suckers, they will put you in a bind. Just think, if you have to file bankruptcy on a vehicle you purchase from these ** up dealerships, they are the only ones who benefit from everything. You lose out on a car, your credit gets ** up, the finance company has to take the vehicle back and lose out on the money they paid the dealership. Stay away from Russ Darrow and the corporate office. THEY WILL NOT HELP YOU AT ALL.

    Verified purchase
    PriceStaff

    Reviewed May 31, 2015

    I drove from Milwaukee to Madison to by a 2001 Chevrolet Camaro on March 11, 2015. When I arrived to your dealership your staff was very friendly and professional towards me and my friend. When I left driving that Camaro I was very confident that I got a good deal from this dealership and was insured by your used car manager that this vehicle was inspected well and worth the money I paid for it $8000.

    On May 22, 2015 I contacted the manager that's in charge of the used car department to inform him about some problems with my Camaro, which the check engine light was on. I had it diagnose by Russ Darrow in Milwaukee on 76th street phone 414-354-8338, the problem a dirty vent valve and they installed a new updated harness and one of the E/Clamp was missing to the exhaust. Replace the A/C Compressor because the clutch was noisy when engaging, the cost $754.14 for the whole job. The used car manager was informed about the problem and stated since the vehicle was brought as is there nothing the dealership could do to help with the cost.

    This is my thinking of Russ Darrow is a big company and it seems to me this auto wasn't inspected in the right way and some things were overlooked. It is not fair for me to have to pay for fixing this vehicle when I only had it for two months. It should had been checked right by your mechanic. When I brought this car it had 110,000 miles now it has 111,806 miles. I parked the vehicle when it started making those noises, because I was afraid of messing up the engine.

    I wish you will review the problem and reconsider. I'm sure if you bought a vehicle and it had some problems you will ask for help too. Just call Russ Darrow in Milwaukee it will show the vehicle was repaired on May 28, 2015. Service advisor **, when I brought this vehicle from this company your staff was happy to sell me this vehicle. Now can you make a customer happy by doing the right thing - refund the $754.14.

    Verified purchase
    Sales & MarketingStaff

    Reviewed April 27, 2015

    I feel I received a fair trading where I used to always feel like I got ripped off shopping at dealerships. The paperwork was simplified and hassle-free, and the salesperson wasn't pushy with a sale.

    Customer ServiceContract & TermsSales & MarketingPriceStaff

    Reviewed April 8, 2015

    I leased a car there and was given one monthly payment after all the contracts were signed, then when the Kia Motor Lease company sent me my first statement the monthly charge had jumped up by $25. They say for state and local taxes, but that should have already been figured into the lease price at the dealership and I have a signed contract with what I should have been paying a month with all the taxes figured in. When I tried to call my salesperson about it he never takes my calls and never calls me back, I will never do business with this dealership again and ** and ** are lying sacks. This is a clear bait and switch on the price of the car.

    Customer ServicePriceStaff

    Reviewed April 5, 2015

    I was there for two hours. After series of price negotiations I, sale person, and manager came to agree on price. I did my initial too. After this manager told he would go and prepare contract. Ten minutes later salesperson came and said that since some of options (maintenance, oil change) that we all agreed on cost us money and we will not do a deal. My question is once both party agree you cannot deny. Before anyone agree on anything should know what they are getting or selling. Not only that, as we were walking out of building all sales person were laughing at us. Is this their attitude towards customer? No customer respect and back out from agreed price. Do not waste your time.

    Staff

    Reviewed March 18, 2015

    We purchased a vehicle from Russ Darrow Kia in Wauwatosa on 3/2/2015 a little more than 2 weeks ago. It was a 2003 Chevy Impala. I know that you expect some problems but not after a week of purchase. The check engine light came on exactly one week and the whole car shakes. It has a delay when you are trying to accelerate. They did not disclose that the engine had been rebuilt. I found paperwork that the previous owner left with the manual. When we try to talk to the salesperson who sold us the car his attitude is well "your SOL there's no warranty and it is as is". His tone is like why are you bothering me. But when he wanted our money he was your buddy.

    Customer ServiceFinancing

    Reviewed March 1, 2015

    My son has been looking into purchasing a new vehicle and contacted Russ Darrow Kia in Madison. Upon making contact with the sales department via email, a sales associate named Cliff contacted him and got his financial information and what he was looking for in a purchase. He then told him he met all the qualifications to come on down. My son only has one day off a week that would fit into the schedule to purchase anything. I made it very clear that I needed to know he was to be absolutely pre-qualified so we were not wasting our time going to a dealership that could not fulfill the service that we needed. Cliff then emails me stating my son would be driving off the lot the day we came down as they had found financing for him guaranteed.

    When we arrived at the dealership with all documentation they needed to verify that everything we used as info was truthful, they came back in and told my son he had to go down the road to JD Byrider to get the financing for a vehicle. I did not nor was I ever given any information about purchasing a vehicle through any other dealer! Cliff then tells me if I offer more money down than the $1000.00 down payment we already had and he used a cosigner that they would be able to do something right there. All of which I told him wasn't happening. He mumbled some stuff under his breath and we left his office.

    So the moral of the story is they pretty much lie to get you to come there. Share all of your personal information with God knows who and then when you think you're doing something with the company you are speaking to, you are truly just a pawn in a game to get your business shifted over to the highest price/interest sale they think they can get. They had ALL my son's info, a simple "no we won't work with you at our lot" would have sufficed! 2 hour drive there for nothing but a migraine! Cliff, you are a lot of things I won't put on here. I hope your child's first car purchase is just as full of ** as you made my child's. Way to show the car salesman are not to be trusted stigma in full effect! If my son wanted to buy a car at JD Byrider, we would have applied and went there!!!!

    Reviewed Feb. 18, 2015

    Very unhappy with Russ Darrow and regret doing business with them. Drove off their lot in June with the AC working and by the next summer (which was just a couple months later) it was not working. Was told I had to pay to get it fixed - totally unacceptable for a so called certified vehicle. NEVER AGAIN!

    Verified purchase
    Staff

    Reviewed Dec. 11, 2014

    My experience at the Russ Darrow Dealership was outstanding. The sales staff at Russ Darrow are very personable they were very helpful through the whole process of buying the car I ended up getting. They really have a Great staff!

    Customer ServiceStaff

    Reviewed Dec. 3, 2014

    My husband and I both purchased cars from Russ Darrow Dodge in Milwaukee. The original salesman was great but his manager, Mark has a serious attitude problem. The original sales man no longer works there. Not sure why, but my guess is that the poor management had something to do with it. I won't go into detail about the lies they told and the sunroof that I paid for that didn't come with the car, so now I am stuck with an aftermarket sunroof. Or the failure to contact my insurance company regarding our gap insurance. Or when they lost my keys. Or the lie Mark told about a replacement key for the broken one, they tried to give us. Those are drops in the bucket compare to the disaster, that is the Dodge Magnum we purchased. It has been less than 6 months, about 4,000 miles in and the car needs an entire new engine.

    We call and speak to Mark, who informs us "You did buy it as is." Well yes we did, but your "Guaranteed 125 point used car inspection" really should have caught a leaking head gasket. Or what about that oil change and inspection we had last month?! You know, that came with the maintenance plan we purchased, since hey, we all need oil changes right?! The managers will lie and cheat and will be incredibly rude when you don't agree with them. If you have any common sense, stay far far away from the Russ Darrow group since it seems my husband and I are not alone when it comes to cars dying almost immediately off their lot.

    Customer ServiceContract & TermsSales & MarketingPriceStaff

    Reviewed Nov. 29, 2014

    I'll get the niceties out of the way first. The salesman I dealt with, and his trainee, were courteous, accommodating, knowledgeable, professional, and all around pleasant to deal with. Done. In March of 2014 I went to Russ Darrow in Madison, WI to look at a 2010 Ford Fusion SEL with about 100k miles that I had seen online. The car drove well, and handled comparably to other similar year Ford Fusions I had driven. The price advertised and ultimately decided upon was fair, especially since the legally mandated inspection report showed no problems, and the tires, I was assured, were almost new. There was minor damage to a tail light, but that was fixed as part of the sale agreement. It took less than a month for problems to begin. A lagging and grinding transmission, odd smells coming from the engine compartment, decreased MPG, and what can only be described as an odd "wobble" while driving at higher speeds. As time progressed these problems only became worse with the transmission occasionally make loud banging sounds, refusing to shift gears, or in a few instances suddenly shifting up and causing a burst of acceleration...While on the highway... in rush hour traffic... in Detroit.

    The left, front tire developed a slow leak, and by this time I had decided that the Microsoft Sync computer system in the vehicle must have developed schizophrenia; randomly changing modes, or music, or sometimes just piping up from a dead silence to inform me that it could not connect to the phone that I had never once paired it with. Finally, 3 months after buying the car the high speed "wobble" became so bad that I had it looked at by a reputable auto shop. Bad bearings, CV boot, and CV joint. $450 later I'm back on the road, still having transmission problems. I finally take it in for the transmission only to find that there is so much damage, and so many metal shavings inside the transmission that the fluid looks like someone threw a handful of glitter in it. A signature loan and $4500 later I'm about to leave the auto shop when I think to ask, "Hey, should the mandatory inspection have revealed this before I bought the car?" After much hemming and hawing and a promise from me not to use their words against them, the short answer is, "Yes, this amount of damage would have been noticed on a routine, pre-sale inspection."

    Funnily enough, a few days after I got the car back, the pushy little sniveling "finance guy" called me and told me that there had been a mistake in the loan write-up that they submitted to my bank, they forgot to add tax. He told me that he had talked to my bank and all I had to do was give them the verbal OK, and they would send Russ Darrow the money. I called my bank and spoke to a loan officer who was quite perplexed as to how the so-called manager of a car finance department could be so misinformed. No, an entirely new loan would have to be applied for in the correct amount. And since I'm sure my credit has been dinged enough by the 25 or more credit applications that little worm submitted for me, I decided to just mail the dealership a check for the remaining amount. When I called to tell finance guy that I also mentioned the many, many car troubles I had been having since I bought the vehicle. His reply? "Well, that's what you get for buying a high mileage car!" in about the snottiest attitude one can imagine.

    We had a bit of back and forth since I had almost immediately decided that his attitude was going to cost him the amount of tax he had left off when I bought the car, although I did ultimately send the money since, unlike Russ Darrow, I'm an honest person. So here I sit, writing this review on a break from work. At a job that required me to use my fiance's car to get to; you see, the "brand new battery" they claimed the vehicle had was so dead this morning that not even a jump could start it. I'd sue, but I've had my fill of used car salesmen, and having to mix lawyers into it would just make it all the worse. My only hope is that Russ Darrow goes out of business so hard that his great, great grandchildren have to declare bankruptcy.

    Customer ServicePriceStaff

    Reviewed Nov. 12, 2014

    This place is a complete and utter joke of car dealership. I've been searching for a Lincoln MKZ hybrid and happened to stumble across a used one that was being sold by Russ Darrow KIA. A gentleman named Troy contacted me and was extremely professional and kind, something I don't hear from every dealer. I explained my trade in situation and we exchanged emails and phone calls over the course of 5 days. They were trying to give me the best trade in deal possible but they would not budge on their selling price. I was very upfront with Troy on my max finance amount with $x amount down. However I made the mistake of continuously moving my max up when they wouldn't budge on their asking price at all. The most they were able to do was add a $1000 to my trade in but their vehicle asking price was about $3k higher than competitors. When it came down to it, I discussed the deal with my fiance and said we would do the deal if we could get 1.9% financing. Troy said he would submit everything to financing and see what they can do. Halfway through the day I never heard back and received an offer from another dealership I could not refuse.

    I immediately emailed Troy to cancel and that's where everything went downhill. You would think his family's life depended on this sale with how unprofessional he was. Here are just a few excerpts from his email responses to me. "The vehicle is the best price in a 500 mile radius", "I don't understand why I have expended so very much of my time on this for you to say no to something based on information that you already knew". He then had the nerve to tell me that he is no longer interested in doing business with me when I already canceled the deal I the first place, I guess he had to save face somehow. When I responded about his lack of professionalism his last response was "congratulations, watch out for those branded and washed titles down there in Illinois". I'm sure any dealership would love to have this piece of work on their staff (sarcasm!). It's obvious that they lack ethics and professionalism and will do everything they can to make a sale. When the sale doesn't go their way they will then throw a temper tantrum.

    Reviewed Sept. 23, 2014

    I went to Russ Darrow in Appleton WI, to look for cars. I had seen one on cars.com that I was interested in. I found a car that I was interested in, it was on their computer, they said it was in Milwaukee and they would bring it up here for me to test drive. BUT I had to leave my bank card number to make sure I would come back. So I did that. They promised me that they would not run that card, that there would be no charges on it. I went back the next day and test drove the car. Two days later I checked my bank account and they charged my account $100.00.

    Customer ServicePriceStaff

    Reviewed Aug. 6, 2014

    The car I bought had a broken axle. I discovered through an independent shop. Also when I went to pick the car up the window wouldn't let up. I bought the car 7/15 and couldn't drive it until 8/1. It was a used luxury car. I was called several days saying the car would be ready the next day but of course it wasn't. They broke my overhead console cleaning out the car and never told me. Also they never showed me the bumper was smashed in. I had to pay them another $320 to fix that. The paperwork didn't match the kind of car they sold me. Then when they changed it the price went up and I bought a cheaper model of the line. Also they told me the car had navigation and my paperwork states it and it doesn't. They will say whatever and fool you to make the sale then turn their backs once it's made. My sales person was ** at Russ Darrow in Waukesha W226 S1700 Hwy 164 and the managers kept pushing me on to him and he knew nothing. It was a horrible experience. Stay away if you’re smart.

    Customer ServiceStaff

    Reviewed May 30, 2014

    These are the most dishonest rude people I have ever met. They sold my daughter a 2011 Ford Fusion that is just junk. The salesperson Sadie lied and said the car was a V6 when it was not and then lied again and said she never said this. They sent a check to payoff my trade but did not send enough so I had to go give the loan place more money and since I am having to put tons of money in this new crap car that was really nice to have to do. The attorney for this place even wished my daughter would die. I guess that gets rid of your problems one way. Stay away from this awful place! Don't say you were not warned!

    Customer ServiceContract & TermsSales & MarketingPriceStaffFinancing

    Reviewed April 25, 2014

    Went to this location on 04/23/14 mid-evening to look at a vehicle and when we arrived we saw a couple looking at it so we departed. Went back after an hour and there was no sold or hold tag on the vehicle. So we approached it and was met by a salesman who indicated the couple was inside applying for financing, so we thanked him and as we drove around the lot to shop other vehicles on the way out this salesman stopped us and indicated the first customer did not agree to terms. So we test drove the vehicle at the end of the test drive it was dark, and we ran out of time to work out a deal. The showroom had several salesmen hanging around the Used Car Mgr. We indicated to the salesman who was assisting us that we were very interested but our time had run out that evening to work out the sale, and we asked specifically what we needed to do to put the car on hold until the next afternoon.

    The salesman approached us and advised that we needed to provide a credit card to hold the car and that shortly after our agreed upon return that the hold would be lifted. Fair enough. We returned on 04/24 after calling the salesman indicating that we would be there in 15 minutes which was 25 minutes early. He indicated he would have the vehicle waiting for us to see in the daylight. Upon our arrival the salesman indicated the vehicle was on a test drive. I asked him how that could be since I was told it was on hold until 5 for me. He indicates the Used Car Mgr. took the keys and as soon as the vehicle returns we can deal. While waiting for the vehicle to return, the Used Car Mgr. took our car (trade) on a test drive, scribbled an offer on a piece of blank paper, for the vehicle for sale and the offer for the trade. We double checked the vehicle being offered for sale quickly and told the salesman to write it up.

    This is the first time the Used Car Mgr. engages us and indicates the other customer had initiated an offer and now we were no longer in a position until that went its course. I asked him how come we had been led to believe that we had the vehicle on hold, as we had been told in good faith the night before. He gets snotty at this point and tells me that he told me this last night that he wasn't holdin' no car for no one, which he never spoke to us; otherwise, we may had initiated the sale that night, but we were past due to return home to children. He said then that it would be a few minutes to see if the other customer obtained financing.

    After an hour of waiting, we find out they were negotiating a price, and just going for financing. Bait and Switch, one of the poorest business experiences I have ever had. I will pay more to NEVER experience Russ Darrow ever again. And I will be very sure to spread the word that this is a mismanaged organization, since the GM of this location watched this whole thing unfold, but didn't raise a finger. Probably why you can't find an email address for anyone in the management team online. By the way I am also a Fleet Manager, and will be telling my friends of this experience so they don't waste valuable time with this business either.

    Customer ServicePrice

    Reviewed Feb. 13, 2014

    I have a 1999 Toyota Camry. One of the keys stopped working - unable to start the vehicle. I went to the West Bend, WI dealership for a replacement and was told it was a special key that needed to be sent in from Chicago. No problem with that. They sold my wife a key fob for $125+ to go along with the new key plus charged $6 for the key. I took the car in to have the new key made and was told after waiting an hour they could not make a duplicate key because the one I had was not the so-called "master key". The options given to me was a refund for the key, $6, or a whole new $1,300 ignition system. I can't afford that option at this time and asked for a refund for the $125 key fob, which was refused by both the service desk jockey and her manager. I told them I agreed to a new fob because they would be able to create a new key and I wanted my money back. I was rudely told they did not want it back because it was programmed. When I asked why they did not figure out the working key was not the master key, they had no answer. Their incompetence has cost me over $130 so far and much frustration.

    Customer ServiceStaff

    Reviewed Nov. 19, 2013

    They went above & beyond to help me find EXACTLY the vehicle I was looking for. Excellent customer service!!

    Sales & MarketingPriceStaff

    Reviewed Nov. 16, 2013

    I have been to Russ Darrow Kia in Madison on two occasions this week. One Tuesday 11/12/13, I test drove a 2013 Optima for the first time. I spent my test drive with Tom, the “sales person” who knew nothing about the vehicle. Apparently, Russ Darrow will bring in a sales team to assist with this large sale, so the person I ended up with works for Jack ** and knew nothing about the brand. I was the “Kia girl” when he talked to me. On our 20 minute test drive, I learned all about his life story of divorce, his father’s dementia, his teenage daughter’s loser boyfriend and his new girl friend’s acceptance of his kids… but wasn’t shown how to use the navigation. Despite the torturous test drive, I went to discuss the possibility as I liked the vehicle.

    Upon my return to the dealership, Tom tried to get all the information he could from me to make the deal. I upfront let him know that I would not make any decisions without my husband there. Somehow, I end up speaking with David (who works for Chase - where are all the Kia employees?) who made the event that Russ Darrow is putting on sound awesome! We talked financials. I was honest and let him know that I have a leased vehicle and I would love to bring back my husband to make a deal but the determinant to my bringing him was getting out of my lease. David was very nice and talked about all of the credits I was going to get: $1500 for military, $2300 for coming in on a flyer, nothing owned on my lease as he was allowed $4500 to buy people out of their leases. He really suckered me in, telling me all about Capital One/Chase's initiatives to help the population from being upside down in their vehicles. I thank him for his time and let him know that I will be back on Saturday with my husband.

    I called Tom on Thursday, as I found a vehicle online that I wanted him to have brought in from the Waukesha location. It was listed for $26,396 online (and still is, by the way). I was not surprised with the deal. I bank with USAA and they provide discounted dealership quotes and quoted this exact vehicle for $26,038. Tom said that having the car brought over would be no problem at all. I thanked him and let him know that I would be there on Saturday. This morning, my husband and I go to the dealer. They were prepared and had the vehicle pulled up front for me. We test drove the vehicle and fell in love. Until the financial talk comes. Even though this car #WK14157 is listed online for $26,396, I was brought financial numbers in the $32,000 range. I was extremely confused as to how the price went up so significantly.

    We went back and forth a couple of times before we were again dealing with David, who is now telling me that I qualify for a $500 military credit, that the flyer is only for used cars, and I need to take care of over $2,000 for my lease. (I only owe two more payments - less than $1,000, but somehow they wanted me to pay over $2,000). Extremely irritated at this point, my husband and I let him know that as bankers of USAA, we would be able to get the car we wanted, options and all, for $25,568. We walked him through the app, showing him the numbers. You would think that since Russ Darrow Kia is a “certified dealer” that they would honor the price. Instead, they flat out said they could not help up. David brought out the invoice for the car and showed us why, but #1 you have false advertising, #2 you tell people $ amounts you do not honor, and #3 you associate yourself with USAA as a certified dealer and don’t honor the price. BOTTOM LINE: Russ Darrow Kia of Madison runs an awful business. I will not be returning, and will be sharing my story wherever I can. Hopefully, Russ Darrow will think twice about allowing people who do not even work for him spoil his customer base.

    Russ Darrow Group
    Russ Darrow Group
    Pinned

    I am sorry to hear about your experience please contact me at josh@russdarrow.com so we can better help you resolve any problems you may have had - Russ Darrow Automotive Group

    PriceStaff

    Reviewed Nov. 7, 2013

    I needed a car for a family member. After I explained what I needed he found me the right car. He took his time with me - no pressure. I visited him again a few weeks later to trade my nine year old vehicle I had something in mind but Carl explained why another car would better suit my needs. He was right! The sales manager wouldn't budge on the trade-in price of my car which is why I rated "price" a 4 but overall I am extremely happy with Russ Darrow I have already recommended to others.

    Reviewed Aug. 21, 2012

    I contacted Russ Darrow Kia of Appleton on 3/24/12 about a letter I had received from Capital One pre-approving me to make a purchase of up to $15,000. I inquired as to the validity of the offer. I didn't have a hard copy & I was denied credit. On Monday, 3/26/12, I received another Capital One preapproval. On Thursday, 3/29/12, I went to Russ Darrow, letter in hand. It was never even looked at. I think it was a gimmick just to get a person in the door. My plan was to purchase either a used Sorento or Sportage. I had to have power seats & leather. I was told the only car on the lot I could purchase was a Forte.

    Eric, the salesman, started the BS of going back and forth to God only knows where to get the deal approved. I finally had to raise my voice and say, "I'm not buying anything that doesn't have power seats & leather." Then the only car on the lot I could purchase was an Optima. I was also told that Fortes don't have power seats because it's a safety issue. The day ended with me driving home in a Kia Optima. I had to put $3000 down and I have 7 years of $553.12 payments. I did go back a few days later & talked with the finance guy who handled the paperwork. I told him I was unhappy with the purchase & asked if we could cancel it. His reply was, "I'd lose my shirt." There's more to the story, but it's all he said, she said. I do like the car. It's fun to drive but I feel as if I were a lamb led to slaughter. I'm 65 & my husband is 70, and while we do have a decent retirement income, I didn't get what I want.

    Russ Darrow Group
    Russ Darrow Group
    Pinned

    I am sorry to hear about your experience. Please contact me at josh@russdarrow.com so I can help you resolve any problems you may have had.

    Customer ServiceStaff

    Reviewed April 16, 2012

    I applied for loan with Roadloans back in February 2012. I was approved with $1500 down. I went to Russ Darrow on the north side of Milwaukee with confirmed loan papers, and once there, salesman said I would have to apply with a different loan place as Roadloans does not pay them enough. This was after picking out a car and being told on the phone that all we had to do was come in and sign papers. The salesman had my credit pulled 3 times without my permission for a different loan. I left there unsatisfied and called Roadloans. I was told to go to the Waukesha store.

    I went there and brought necessary paperwork and picked out a vehicle, and I was told to come back in the morning to get the car. I came back the next day and was told the car was sold. They put other lenders in front of RoadLoans. I called RoadLoans again and was told to go to a store on Mayfair Rd. and that they deal with RoadLoans all the time. I went there and was told Roadloans application was expired and would have to wait again 90 days to reapply but that they had a better place for me to apply to.

    I applied there and was told $1500 was what I needed to put down. Then it magically changed to $1800, and I got a lecture about how lucky I was to even be considered for anything since I have bad credit. I was treated like a low-class citizen. I had to sit in the showroom for hours. Next, I asked to look at vehicles and was told one car would fit into the program only. I asked if we could get a car from another one of their dealerships, and they said they would not do that. I had only one car to choose from. Again, I was berated about my credit score and how I had no options. Once I finally agreed to the car, the salesman told me I had to wait to get the car for 2 more days, for they had an amp to fix.

    I called the day I was to pick up car and was told I better have insurance to drive the car off the lot. This was at 6pm. It was another day wasted, so I had to arrange for an insurance quote or the dealer could get me an insurance at a higher rate. All this time, I was jacked around. I had to arrange to get rides there as I have no vehicle. They did not care how they inconvenienced me. I asked if they'd put gas in the car when I picked it up, and they said no. They were very unaccommodating and rude, and details were constantly changing.

    I have never been treated so badly in my life. This was the worst experience I have ever had. The business manager and salesperson were unbelievable! I then arranged to get the car and was told I had to wait till my salesman came back, even though we already made arrangements for what time I was to get car. The salesman had a migraine and went home. I could not get a ride later. I then told the staff to just forget the whole thing for the night.

    The next day, my salesman Ron called and said he cancelled the deal and I would have to reapply for the loan and pay another loan origination fee. Fancy that! That time, I said forget it. They did enough to me! I had to ask for the money back I gave as a deposit and still have not received that. This place is the worst, and I will never ever do business with them again ever.

    Russ Darrow Group
    Russ Darrow Group
    Pinned

    I am sorry to hear about your experience. Please contact me at josh@russdarrow.com so I can help you resolve any problems you may have had.

    Reviewed Dec. 30, 2010

    I purchased a 2004 Nissan Murano in 2007 at Russ Darrow. I also purchased the extended warranty which is still valid. In December 2010, I went to get into my already unlocked driver door & the entire door handle broke off. I took my car into Nissan yesterday to be looked at. Apparently, the whole mechanism and handle need to be replaced for $340 plus tax and it is not covered under the extended warranty that I purchased because they claim a handle is cosmetic. I find that a door handle is a necessity since you cannot get in your car without it plus the handle broke from within the door. Have you ever heard of anyone's outside door handle breaking? These are supposed to be tested for durability. And in all the cars I have owned which were much older than my Murano, I have never heard of this. This is a result of a defect in Nissan parts.

    Russ Darrow Group
    Russ Darrow Group
    Pinned

    Thank you for your feedback. We are sorry to hear about your experience at our store. Please let us know if there is anything we can do to rectify the problem. At Russ Darrow we take pride in ensuring our customer's satisfaction and are committed to providing you with the highest level of service simply because our customers deserve the very best.

    Reviewed Sept. 1, 2010

    I purchased a truck from Russ Darrow East Side Madison on 8-13-2010 and have had the vehicle for about 2 full weeks. After about 10 days noticed that the head liner was coming down so brought it back to the dealer to see what they could do about it. I was told that would have it repaired but come to find out to the dismay of the dealer as well myself, the buyer, the moon roof on this truck was installed after market with means that Russ Darrow is not willing to fix it. I am hoping to verify for sure that I have 30 days to return the vehicle if not satisfied with the sale or the vehicle. At this moment I would like to return the vehicle for my money to be returned and purchase a different vehicle at another location. This vehicle was not cheap. I am paying $36,371.00 for this truck but do not want something that is going to cost me more money to fix something that should never have a problem in the first place.

    Reviewed June 4, 2010

    I purchased a 2004 SRX from Russ Darrow. After 1-2 days, the engine light came on and I took it to the dealer to be checked out. The engine light was on and the vehicle was stalling. There were noises coming from the truck in the front and the rear. The dealership I purchased the car from did not find anything wrong with it. I decided to take it to another dealer, Metropolitan Motors Inc., and they said it was front bearings that are bad and the rear air shocks have holes in them.

    Now, the engine light is on again and the catalytic converters are bad. There is some electrical problems going on in the inside of the vehicle. Sometimes, the interior lights won't go off no matter what you do. I had that looked at and the wiring in the hatch needs to be replaced for $500.00 to fix. The dealer I purchased it from will not fix none of this. I was told the vehicle was sold as is. I am stuck with this vehicle that needs over $7,000.00 in repairs in less than 90 days.

    Loading more reviews...

    Russ Darrow Group Company Information

    Company Name:
    Russ Darrow Group
    Company Type:
    Public
    State/Province:
    WI
    Country:
    United States
    Website:
    www.russdarrow.com