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September 2023 by Michele Beers
Fantastic experience with the Russ Darrow Group. Everyone we worked with was exceptional! Would never want to work with another dealership! Thank you to ALL who worked with us!! We LOVE our new Durango!
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September 2023 by Christine Vang
USED CAR BUYER BEWARE!!! EVEN NEW CAR SALES - MAKE SURE THEY DONT ADD ON EXTRA PACKAGES WITHOUT YOUR CONCENT!!long story short -I made an appointment and went into Russ Darrow on June 5th to see a specific vehicle - 2021 Audi A5. Note: this car was posted online before it was ready to be sold - not even cleaned or gone through safety inspection yet.I was paired with Aleiah Brown as my sale associate.We went through all formalities - test drove the car. My husband and Iiked it. But again, it was not ready to be sold - not only because of the safety inspection, but most importantly, the title had not come in yet. My husband and I were fine with putting a deposit down to hold the vehicle until the title came in. They told us it would be in the following week.We took a final inspection before leaving and noticed there was a crack in the windshield and brought it to the attention of Aleiah - who assured us that it would be fixed when it went through safety and inspection. So we assumed that the windshield would be replaced and she did not specify what our options were. It seemed like she was also in a rush to leave.We left, and & didn't go back in until June 19 - 2 weeks later - saying that we could go get the car and finish paper work. We go in, didn't get the usual car talk. We just sat at Aleiah's desk until they called us. Once we were called to the finance Manager's office, he just told us to "sign here" & "sign here". They didn't ask us before hand if we wanted to add protection packages to our purchase - BUT THEY ADDED IT ANYWAYS. We finished up paper work & went out to take a look at the car. IT HAD NOT BEEN CLEANED. Even though Aleiah confirmed that it had gone through safety & detailing, it looks the same as when we came to look at it the first time. The Windshield is still also cracked. We brought it to her attention again, & she had another sales associate come and help her - Lucky - the only person who was helpful this day. He came out and took the car back to clean it himself - since it was past 5 & the service team had left for the day. Aleiah had already had her bag on before the car came back & she had left before we left the lot.She then texted us a few days later saying that the windshield had been "fixed" - it was only filled. BIG NOTE: she did not tell us the specifics - like how it was only going to be filled & the windshield would NOT be replaced.Fast-forward, I have contacted the general manager - Bryan Davis - about the windshield and extra packages being added on without my consent. He has agreed to replace the windshield within conditions - but he has not gotten back to me for 3 weeks now. I believe it is just one of those cases where they want me to get "tired" & forget it.I DO NOT RECOMMEND RUSS DARROW TO ANYONE - NOT ONLY WILL I SPREAD THE WORD TO FRIENDS AND FAMILY, AS A SMALL BUSSINESS OWNER MYSELF - I WILL CONTINUE TO SPREAD THE WORD AND LET ALL OF MY CLIENTS KNOW ABOUT MY HORRIBLE EXPERIENCE.
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September 2023 by Yansai Y.
USED CAR BUYER BEWARE!!! EVEN NEW CAR SALES - MAKE SURE THEY DONT ADD ON EXTRA PACKAGES WITHOUT YOUR CONCENT!!long story short - I made an appointment and went into Russ Darrow on June 5th to see a specific vehicle - 2021 Audi A5. Note: this car was posted online before it was ready to be sold - not even cleaned or gone through safety inspection yet.I was paired with Aleiah Brown as my sale associate. We went through all formalities - test drove the car. My husband and Iiked it. But again, it was not ready to be sold - not only because of the safety inspection, but most importantly, the title had not come in yet. My husband and I were fine with putting a deposit down to hold the vehicle until the title came in. They told us it would be in the following week.We took a final inspection before leaving and noticed there was a crack in the windshield and brought it to the attention of Aleiah - who assured us that it would be fixed when it went through safety and inspection. So we assumed that the windshield would be replaced and she did not specify what our options were. It seemed like she was also in a rush to leave.We left, and & didn't go back in until June 19 - 2 weeks later - saying that we could go get the car and finish paper work. We go in, didn't get the usual car talk. We just sat at Aleiah's desk until they called us. Once we were called to the finance Manager's office, he just told us to "sign here" & "sign here". They didn't ask us before hand if we wanted to add protection packages to our purchase - BUT THEY ADDED IT ANYWAYS. We finished up paper work & went out to take a look at the car. IT HAD NOT BEEN CLEANED. Even though Aleiah confirmed that it had gone through safety & detailing, it looks the same as when we came to look at it the first time. The Windshield is still also cracked. We brought it to her attention again, & she had another sales associate come and help her - Lucky - the only person who was helpful this day. He came out and took the car back to clean it himself - since it was past 5 & the service team had left for the day. Aleiah had already had her bag on before the car came back & she had left before we left the lot.She then texted us a few days later saying that the windshield had been "fixed" - it was only filled. BIG NOTE: she did not tell us the specifics - like how it was only going to be filled & the windshield would NOT be replaced. Fast-forward, I have contacted the general manager - Bryan Davis - about the windshield and extra packages being added on without my consent. He has agreed to replace the windshield within conditions - but he has not gotten back to me for 3 weeks now. I believe it is just one of those cases where they want me to get "tired" & forget it. I DO NOT RECOMMEND RUSS DARROW TO ANYONE - NOT ONLY WILL I SPREAD THE WORD TO FRIENDS AND FAMILY, AS A SMALL BUSSINESS OWNER MYSELF - I WILL CONTINUE TO SPREAD THE WORD AND LET ALL OF MY CLIENTS KNOW ABOUT MY HORRIBLE EXPERIENCE.
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September 2023 by Dennis Knight
Went to trade my truck in for a Mazda CX-5 and Russ Darrow had just the car. I was worried about my trade value as Bergstrom Mazda in Appleton had given me such a low value. Kaelyn was able to get me $7k more for my trade! Would do business here again!
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September 2023 by Owen Schenzel
To start, the advertised price is not actually the price of the car. They won't say it online (maybe it's in a small section at the bottom if it is) but they will add $1500 to the price for the Xzilon protective spray and then negotiate from there.I was going to buy a 2020 Toyota Camry SE from them. The test drive went great and I liked the car. I'm not sure how you can put a car for sale on the lot without it, but when I went to purchase the vehicle, they told me they didn't have the title for the car and couldn't sell it to me.Also, when I submitted my credit application and asked them how many times they ran my credit, they told me 2 times. I later received a report showing that they sent it to 5 different banks and they just straight up lied to me.There are better dealerships than this one.
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September 2023 by steve yemm
Staff was polite, but the vehicle I drove a long way to see was dangerous and should not have been allowed to test drive. Vehicle was dirty, and the frame was completely rusted out with steel broken and hanging off the body. Salesman told me it was just a small area of rust and could be repaired. Upon my inspection, it was completely rusted through and not safe to drive. I was not told about the issue when I spoke to the salesman nor was it shown in any photos that were texted to me or published on the website. Very disappointing and dishonest experience.
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August 2023 by Tamara Kilian
I really enjoyed purchasing my car from here. I worked with Clayton the sales manager and Robert the finance manager. They both were very professional and helpful in answering all of my questions and meeting all of my needs. I highly recommend this dealership for the next purchase of your new or used vehicle. Even the girls I had to speak with on the phone in the beginning Gina and Chrissy were very helpful. I can’t thank you enough Clayton and Robert for making this happen for me!
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August 2023 by Danyelle Crawford
The customer service was nothing but great service. The best customer service I’ve experienced in a long time. They was very thorough, transparent and very respectful. They went above and beyond to make sure all needs was met and that I left very satisfied.
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June 2023 by Chris Hoffman
The car salesman I worked with was awesome and very straightforward about everything. I was able to test drive the vehicle I came in looking for and leave with it that same day. Did not have an amazing experience with the finance portion. I blame myself for not going in more prepared. The finance person was a bit pushy and I got talked into a very expensive warranty that I’m not so sure I needed. The process felt a little rushed as well. I suppose that’s how things go with car purchases. It has only been a few hours but so far I am very pleased with the vehicle itself!
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June 2023 by Victoria Cichon
Great team! Everyone was very helpful! Our salesman Kenyiati was great and made sure that the car was everything we wanted and more. We did spend whole day at the dealership but we did walk out with a car same day as we wished for. Overall great experience!
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June 2023 by Christina P.
One star is generous for this dealership. Honestly I am flabbergasted how the parts team communicate. We lost our Jeep key but had a spare not yet programmed. We called to get a price quote for making the new key work and surprisingly they said if you have the key already it is free. This did seem too good to be true so we called not only once but three times talking to a couple different people.We explained that we needed to take an hour and a half bus ride and didn't want our time wasted if this wasn't going to work. We get out there and guess what, they only cut the key to make it unlock the door. The parts team looked at us like we were from a different planet as we explained why would we come all the way out there for a key that just unlocked the door, why didn't they mention on the phone that the Jeep needed to be towed there and programming the key was most definitely not free.Talking to the manager, we were hoping to get some sympathy, and a deal. Haha not the case.If honest and sympathetic customer service is something that is important to you I would highly recommend not going to this dealership. Yikes.
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May 2023 by Andrea Hiatt
As a young woman that has never purchased a car before, I feel severely taken advantage of. They sold me a car on April 10th 2023. I couldn’t take the car home that day as they said they did not have the title in their possession to sell it. So I waited for 2 weeks, calling periodically to see if the title had come in. After 2 weeks of waiting and threats to get a refund on the deposit I’d already paid and take my business elsewhere, they finally gave the car to me as a “dealer loaner” until the title came in. Another 2 weeks go by and they finally have the title. Everything had been negotiated and agreed upon a month before and financing had already been approved. I go in and sign the paperwork only to find out today when I log into my lender portal that my loan is $4000 higher then we agreed upon and an extra $70 a month because they snuck gap coverage and a service contract I DID NOT WANT AND DID NOT ASK FOR onto my loan. I’ll be calling my lender today to see what can be done about canceling these ridiculous extra charges. When I went in to sign the paperwork they hurried me and rushed me out the door without explaining anything to me. I don’t even know what this additional service contract entails? I should have just gotten my deposit refunded and taken my business elsewhere. This car should not have been on the lot for sale and they should not have offered to show it to me or let me test drive it in the first place.
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May 2023 by Matt R.
Purchased a 2017 Nissan Armada last week, salesman and finance insisted I had to pay an extra $1499.00 for a paint and fabric protection treatment that the dealer put on when it received the Altima in on trade. This was $1499.00 above the advertised price on the vehicle and I repeatedly asked that the charge be taken off. Of course when it came time to sign the sales agreement no manager was available and now a week later no one will answer my emails or calls. I did mention to both my sales person, Bobby, and the finance person that I was pretty sure this was not legal and definitely not fair business practice, but I was assured that this is the norm at this dealership. This is in violation of Wisconsin Transportation 139.03(3)a ) When the price of a motor vehicle is advertised by a dealer licensee, or a group of dealer licensees are named in a joint advertisement, the advertised price shall include all charges that shall be paid by the purchaser to acquire ownership of the vehicle with the exception of sales tax, title and registration fees. The advertised price does not need to include the amount of the service fee if the advertisement clearly and conspicuously discloses that the advertised price does not include the optional service fee. In the print media, the disclosure of the amount of the service fee or the disclosure that the advertised price does not include the optional service fee shall be printed in not less than 9-point boldface type or not smaller than the largest typeface within the advertisement. In other advertising media, the disclosure of the amount of service fee or the disclosure that the advertised price does not include the optional service fee should be clearly communicated to the intended audience."I would give them 0 stars if allowed.Just spoke to manager on the phone, he admitted freely that they did not include protection in advertised price and that if I didn't like the price he insisted on charging I shouldn't have bought the car. My response would be that the price I paid, while a good price for the car was not what was advertised.
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March 2023 by Janine Seiler
I recently purchased a car from Russ Darrow Dealership and had the pleasure of working with Joseph Hall. I have to say, I was thoroughly impressed with his knowledge, professionalism, and helpfulness throughout the entire process. From the moment I walked into the dealership, he greeted us with a warm smile and made us feel comfortable. Joseph Hall patiently answered all my questions and concerns, and provided valuable insights on the car that I was interested in. The company also went above and beyond to help us find the best financing options and made sure I got a great deal on my new car. Overall, I had a wonderful experience with Joseph Hall and I highly recommend him to anyone in the market for a new car. Thank you, Joe, for your outstanding customer service and for making my car-buying experience a memorable one!
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February 2023 by Ashley H.
No complaints they always get me in for service when I need it . Some dealerships that I have went to have told me they can't get me in and don't have time . I never have that problem here !
