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October 2023 by Jeffrey Phelps
Danny, The GM at Russ Darrow Toyota in West Bend was unapologetic and rude after the service techs broke a bolt and nut on my vehicle while doing an oil change. They said they are not responsible. I've taken this to the BBB, Contact 6, the Consumer protection agency and called the corporate office. DO NOT DO ANY SERVICE AT THIS FACILITY. They are trying to cover up their mistake.
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September 2023 by Krow Faith
A Russ Darrow employee is bad mouthing me on the Internet calling me the r slur and other serious unprofessional names over a video game
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May 2023 by Mackenzie R
Management, On April 20, 23, my son, Ethan, drove the 2 and half hour drive to Milwaukee Greenfield. In order to check out the 2016 WRX Subaru, in person. He had already been in contact with your sales associate multi times back and forth via text. My son went down with couple family members to check out the wrx Subaru. When they arrive they are told that the price is based on a $4,000 trade in. I, not being as there because I was working, would of never allowed this to happen. This was For sure falsed Advterizing and completely taking advantage of the situation!! After more conversation with sales associate, my son agreed to the terms and price breakout that evening. As my son believes in "your word is your bond". My son and I arrived April 22 to purchase and trade in his Pontiac. Then after the apparent mechanic looked over the Pontiac, they claimed something was wrong with leaky exhaust. Which in my opinion was completely incorrect. A leaky exhaust is loud. Associate and I went out to the vehicle and after he started it because there was another vehicle nearby. He asked me if it was started and I said yes that explains the answer to the question. There's nothing wrong. So then I informed him that I have paperwork from a dealership from months earlier. It was checked over (with proof) and purchased from a dealership. Fast forward to May 13th 2023. My son gets pulled over by a state trooper. Officer ********, who informed my son that all the windows are illegal. And according to the paperwork from the dealership that my son gave the state trooper. Officer ********, informed my son, this was falsified document from your Russ Masada. That a dealership is well aware window time is legal vs illegal. He is requiring all the tint be removed and your company to pay cause it was a falsified document. There are links attached. Email was sent may 20th and confirmed with no response ! I have three images also.
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April 2023 by Julia Edbrooke
My interaction with a Russ Darrow dealership was quite possibly the worst customer service I have ever received from a car dealership manager. My partner and I were looking at a vehicle at your Mitsubishi Waukesha location. After some back and forth with the salesman, we ultimately decided we wanted to think about it. The manager came out, essentially told us he’s never heard of people going to test drive a car and then “think about it over dinner”. He mocked us about our trade in value, claiming we were trying to rip him off and “he has a business to run” — which the range we received was from your website’s quoting service. At this point, we made it clear we were no longer going to do business with this dealership, and rather than be done with it, he decided to DOUBLE DOWN on being confrontational and hostile with us, once again accusing us of trying to “rip them off”. Overall, this was such a toxic experience, we walked in thinking “maybe we’ll leave with a new car tonight” and instead left feeling belittled and flabbergasted. I don’t expect a response, nor do I expect sympathy. But for whatever my one small voice is worth, I will never, ever recommend Russ Darrow to anyone.
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April 2023 by Devyn Kissner
Absolutely terrible attempt to buy from Madison Russ Darrow dealership. I’m from out of state trying to purchase a brand new vehicle with cash. I was told I would have to personally come to Wisconsin or they couldn’t sell me the car. Working at a dealership myself we sell vehicles to out of state customers all the time and never even see the customer. Communication was horrible getting the run around for 3 days. Get with the times. There is a thing called E-signature or even Fedex for signing and transportation services for vehicle delivery. All around terrible experience.
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July 2022 by Ava Flora
I had a great encounter purchasing my truck from Russ Darrow. Plenty of trucks to select from and very good customer service. our sales person assisted me throughout the procedure of my purchase. My partner will truly endorse this Russ Darrow dealership to everyone else..............
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June 2022 by Dale Tatro
I will never recommend this place to anyone.Wasted my time trying to get me in a bidding war for a used car advertised the price $5,075Claimed someone offered $8,100 wanted me to better their offer.I will never go back!!!
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July 2021 by Lashonda Wallace
My very first and last visit. Very dishonest and unprofessional and a total waste of time. Jesse was my sales rep avoid going to her if you can.
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June 2021 by Lori Koslowski
Disappointing experience. Sales associate Darnel did not respond to my phone or email messages. Purchased a 2018 Grand Cherokee that was not detailed. When they handed me the key for the car this is what I noticed:There was soda or gum in one of the door wellsCrumbs in the gear shifterDash was not even wiped offAfter I signed all the paperwork, the dealership disclosed they did not have a second key or floor mats.For a $32k purchase I unfortunately trusted them to be transparent and helpful. Instead I got a dirty car missing some critical pieces from sleazy crooks.Never going back.
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January 2021 by Suzanne D
January 23, 2021 "I would not purchase a car from this dealership just..." - srderosier1 I would not purchase a car from this dealership just based on principle. I have a 2016 Mazda CX-5 Grand Touring. The console latch broke, which is a common issue with Mazda’s due to some sort of defect. I did research in having it repaired and noted that many said Mazda replaced it for free due to it being a defect with the latch, and some said they were charged a nominal fee due to the low price of a new latch and the ease at which to replace it. Russ Darrow charged me $72.00 to have it replaced! That is not good customer service! I am actually in the market for a new car right now, but due to this price gouging, I will not even consider buying from Russ Darrow, and it really turned me off to Mazda’s in general. Also, I had a $300.00 car detail the day prior to this service, my car looked show room new. The tech at Mazda decided to put my car through their car wash on a 14 degree day. My car was covered with ice by the time I came out to it, it left marks all over the car and windows, my gas cover was frozen, I had a very difficult time getting it off and took a very long time to get it back on, and that’s all the cashier did was chuckle and said, “oh, I told him not to wash it, I could tell you just had it cleaned”. Then had the nerve to still charge me $72.00 for the latch! That is the last time they will ever see me!
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November 2020 by Afrika H.
I went with a friend of mine who was looking to purchase a Honda CR-V. She found one online before scheduling an appointment that was listed for $18,800. Her overall experience is that she felt the salesman was being a little pushy but I was able to talk her down and we went for a test drive. She came in with financing from her bank at 2.5%. The salesman wanted her to try their financing and stated he could get her a better rate so she let them go ahead and run the financing. Well in the midst of that, we realized they were not going to be able to beat that rate so we just asked for the numbers to take to her bank. Well when they gave us the paperwork, the price of the vehicle that was advertised as $18, 800 went up to $19,999. When we asked why the price of the vehicle went up, the salesman made a call to the financier. He got off the phone and totally just glossed over the price of the vehicle. When we wouldn't let up, he had the financier come to us and he basically told us they went up on the price because they didn't want to do business with her bank. He tried to push for her to go with their financing which they could only get at 3.9%. So basically if you do not fiance with them, they will overcharge you for a car. Absolutely ridiculous and a total waste of 2 and half hours! TALK ABOUT FALSE ADVERTISING...Not surprised by the 1.02 rating at all.
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September 2020 by Jesse S.
I was looking to get a fair price for a used car I was selling. It was a 14 year old car and they offered me the price suggested by CarFax. It was on the low end of what I thought was fair, and I wanted to think it over. I asked the sales person how long the offer would be good for and he told me that it would be valid until something changed the condition of the vehicle. 10 days later with 500 more miles on it, without any damage or anything other than 500 miles of typical wear and tear they lowered the price they were willing to buy it for. The reason that they gave me for the change in price was that this new, lower price, was all they were originally approved to purchase the car from me the car. Despite me having the papers in hand with the salesperson's signature on it with the original offer that they made. If it was not for them being dishonest in this I would have given them 4 stars. I will not go back to this dealership again.
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July 2020 by Megan S
So, we drive a Kia Niro. Our door handle broke (known issue) & Chicagoland dealers were giving us slack. We found a dealership that didn’t give us slack for our broken door handle — we live in Chicago and it’s in Milwaukee — we love Milwaukee, no big deal.... right. Our appointment was at 9am and, upon arrival, they stated willingness to fix the recalls on our vehicle in addition to the door handle. At about 1pm, the service guy comes out and says a fuse was blown BY STAFF while repairing a recall issue which has made our car not driveable, they don’t have the part in, and that the part has been ordered and overnighted. Here's where it gets nuts: -- Russ Darrow Kia of Waukesha won’t give us a rental to go home in as we can’t drive it to another state. -- Our personal auto policy cannot give us a rental as “negligent servicing” is not covered, per state law in Illinois where our policy is written. -- No rental through Enterprise since we don’t have an actual credit card on us. -- Kia Corporate won't do anything because the rental contracts are controlled by each individual dealership. -- No reimbursement offered anywhere. -- We should not have to utilize our AAA tows to get it towed home only to turn around and get it towed back. -- No promise of the part ACTUALLY being in tomorrow. -- Reservations and plans cancelled that took weeks to book. -- Unable to go to work. So now we are in a hotel (at our expense) -- thankfully, our pup is with us. No pup food, no human meds, no transportation home. No sympathy or empathy for the miserable position that Russ Darrow Kia has put us in. No offer of hotel reimbursement and we remain stranded with no firm date or time to return home. We were planning on upgrading our vehicle in the next couple months. The lackluster, horrific response of stranding Kia owners in another state is unacceptable and deplorable. At least it's made the decision easier as to what brand to not purchase and what dealership to not get it from.
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July 2020 by jessica saler
Had a great experience working with Anthony B. He helped me find the perfect car within reasonable price and exceeds my expectations.
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June 2020 by Janine S
Terrible experience with Russ Darrow Kia Waukesha! They will promise anything to sell you a car. Sold us a brand new 2020 Sportage that they did not have in inventory so they picked it up from Madison and delivered to us with deep scratches and scuffs on it. Promised us it was no problem they would have it all fixed. We called to make the appointment to get it fixed and then they changed their story to say all they would do is buff the scratches. $40,000 for a car with scratches down to the metal and all they want to do is buff it!
