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November 2023 by Amanda Ehrhart
I had a really great experience when I went to Metro Mazda to buy out my car. Landon was very helpful and fantastic to work with. Highly recommend asking for him!
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November 2023 by Sydney St Peter
Johnny in sales was outstanding yet again. This is my third car in the last 3 years from Russ Darrow Metro Mazda, and I have been impressed every time. My deal was reasonable, the service was outstanding, and I didn’t have to spend all day in a dealership. If I could give them more stars, I would.
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November 2023 by Mustang Tutor
Robyn ghosted me after my used CX-5 broke down the day after driving it off the lot. This happened as I was given the CX-5 with breaks that were unbolted, a serious safety issue they neglected to notice that could have put my life at risk. Could not get an answer via email, text, or calls from Robyn while left stranded out of state. Manager Garrett never called me back and I had to commute two hours to show up to the office to find a way to speak with him. Was given excuses from him about the lack of communication - Completely unacceptable. Do NOT buy from them!
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November 2023 by Rachel F.
I came in for a routine oil change and tire rotation and it took over 2 hours to get my vehicle back for no reason or explanation. They offered me another free oil change. This oil change was free because of how horrible my service was last time. I definitely will not be making the mistake of coming in again. Much better off at Hall Mazda.
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October 2023 by Adrian Gonzalez-Ruiz
From the very beginning they made me and my dad feel welcomed. They were friendly and knowledgeable, informed us about all our options. Even after the buy they checked in, and got me a better interest rate. On top of that they improved my free maintenance plan after the fact! Great staff!
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October 2023 by Quentin S.
I went in for a oil change they said it was walk-in oil changes fine. I get the one other person pulled in before me and that person was being helped when I pulled in so I walked into the service office area and come to find out I walked past the manager of service while taking a call so I waited patiently to be helped. Another person pulls in and walks into the service center and the "manager" greets that person and proceeds to help him after I've been standing there for already 5 minutes. Angela has poor communication with customers and wouldn't look forward to going back there to get any vehicle serviced at this location nowhere near or far in the future. That was rude. As if I didn't exist.
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October 2023 by Christy Buruin
Talking to the finance people was terrible. They’ll add on extra fees where they want and if you don’t question it, they’ll do what they want. I’m not completely satisfied with the rate I was given but we put about 50% down and plan to pay it off within a year so it is what it is. If you’re worried about getting scammed, they’ll try it here. Finance sucks so get a check from your bank or don’t finance through them. Walk. Most people are already turned off by finance issues but our big issues arrive after we bought the car.They wouldn’t fix the cosmetic damage that my husband was concerned about in the back because “it’s a used car” but stated we could pay 500 to fix the paint. Fine, my husband was afraid of rusting so we did. We paid 50% for down payment plus the $500 to fix the paint. It was Labor Day weekend so paint wouldn’t be fixed until the following week, understandable. The other problem we asked them to address was the blind spot sensor error in which they stated was just an updated and would be fixed as well when we picked up the car after Labor Day. This is where most people would be disappointed, but this probably saved us.I went to pick up the car when they said the paint job was done, however the side mirror sensor was still broken. And the paint job was not good, at least not $500 worth good, the paint chips that were covered didn’t match the paint of the car. But we were tired and didn’t want to deal with it anymore, we just wanted the car we bought. I drove off the lot and immediately noticed that the sensor error was still showing and not fixed. I called them back to let them know and they very kindly asked me to return my car so they can investigate. And again, I go home without my car.This goes on for another week before they “fix” the issue. And that is where we have major problems with Russ Darrow Metro Mazda. Within that week of them trying to fix it, they would never call to update us especially when they said that they would. Eventually I got tired of dealing with sales and made my husband call to speak to service. Service ended up not knowing what was wrong on one day, another day they told my husband that they asked a 3rd party to come in and take a look at it to figure out what the issue was. Then it happened, the sales manager called my husband back and stated “we’ll give you 500” because they no longer wanted to put money in to fix the problem. For us it was a no fix it or return our money. When we finally picked up our car, we were good. It took a long time and I understand a lot of it was out of their control hence the two stars rather than one.However, what they could have controlled was keeping us updated, they could have called when they said they were going to and they could have been more understanding and sympathetic from our side. Also, not to mention that the loaner car they initially gave me they asked for it back to sell to someone else before the car they sold to me was even ready to be picked up. Granted they drove the hour to pick up and drop off another loaner but it’s still funny. They cared more about making another sale then being worried that if they didn’t fix the issues we could have ask for our money back for the car we did buy from them considering it took two weeks for them delivered the car to me in the conditions we agreed upon.I was really upset when we were dealing with them and I wanted to take the time to let it sink in before leaving a review. I didn’t just want to leave a bad review because I was angry but it’s been over a month since I purchased from them and a month since the car has been home and we love it. The car is good and they did end up fixing the problems like they said they would, they just did a poor job on customer service in almost all aspects of my experience with them. If you want a dealership that does their job well and ethically, it’s not this one.
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September 2023 by Max B.
Customer service is subpar, and employees are unprofessional. Do not expect to be treated with respect after purchase of your vehicle. Did not expect this from such a large dealership. Look at all your options before going to Russ Darrow Metro Mazda. Would not recommend. 0/10
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September 2023 by T
My visit to Russ Darrow Metro Mazda was an atrocity and nightmare of an experience from start to finish, with pushy sales tactics and terrible disorganization. The sales team seemed more interested in padding their commission than helping me to finance a car.We explained that we wanted to put half down and finance the other half. We shared that our credit score was over 800, and our bank could do a car loan with a 7% interest rate, which is high but understandable for this inflated market. The salesperson left to talk to the finance staff and returned with a total cost that was an immediate red flag. After looking at the breakdown, we questioned the monthly payment and the added line item called APPEARANCE PROTECTION PLAN. This plan was never explained to us beforehand; it was just added to our total cost.We mentioned that we didn't want that plan and wanted it removed. He got a little defensive but eventually left to talk to finance. The salesperson returned with the finance staff. The finance staff asked us what we didn't like about the total cost. We said it was the monthly payment and the Appearance Protection Plan. We also wanted to know what interest rate he got us from the lenders to whom he sent our information. He refused to share that information with us, but he didn't know that we had already used an interest rate calculator to figure out the interest rate, a disappointing 15%, resulting in a high monthly payment. We said we didn't like the rate and wanted to go through our bank instead. He responded, "We don't accept loans from other banks but our own." So, he is saying that Russ Darrow doesn't accept money in the form of checks, which is blasphemous, especially when it's from a bank. They left again to "work on the numbers" and, after a long time, came back with new numbers. Our monthly payment had gone down (using the calculator, it was a high 7%). It's incredible how they didn't give us this lower interest rate to start with. They thought we were uneducated and tried to squeeze the most commission for their deceitful benefits.We were escorted to the Finance Manager's office to finalize this atrocity. When the Manager showed us the breakdown, the unwanted Appearance Protection Plan was in fine print. I stood up and said we were leaving, and he quickly said, "Wait, I'm not going to break this deal based on this plan," and left to talk to the finance staff. He returned and took out the plan, and Surprisingly gave us a 6.8% interest rate. Very deceitful. This process took so long that our bank had closed, and we could only pay a portion of the down payment. The Manager said we had a long day and could take the car home that day despite not paying the down payment in full. We would have to return it on Monday to exchange the plates.We were pleased with this outcome and left to the counter to pay the amount we could with our card. When we were done, the salesperson pulled the vehicle to the front without a dealership plate. He told us we could pick it up on Monday when we could make the rest of the down payment. I was confused and wondered what had changed from when the Finance Manager said we could take the car to the salesperson not letting us take the car. We left the dealership disappointed.When we finally returned on Monday, we paid the remainder of the down payment, took the car, and left. Immediately after we left, someone called and said we couldn't take the car yet because we had not paid the remainder of the down payment. Also, they didn't even give us the paperwork. We had to call them to request it. What a joke.For the Owners of Russ Darrow, I hope you consider looking at your entire system because it's significantly flawed from one department to the next. Your Credo of "to be the best in sales, service, and personnel' is a lie and needs major revisiting. On another note, your sales team made my wife feel so uncomfortable and belittled that she was afraid to say anything. Your people took ad
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September 2023 by Gabrielle Brown
Landen, Justin and Brooklyn at Russ Darrow Metro Mazda are awesome! We converted our lease into a purchase and each individual made a huge impact on the final purchase decision. They got me in and out quickly and for a great price point. Their customer service is top notch and their focus is quality!Thanks for everything guys!
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August 2023 by Andrea Feucht
I am happy with the vehicle that I purchased. However, the service was not great. The person I was working with flat out lied to me about financing and interest rates. I was told that we would discuss final numbers when the car arrived to make sure that it was the vehicle that I wanted, when I said this to the other sales guy he looked lost and didn't have any answers for me. When I scheduled an appointment with him to finally pick up the car he conveniently had to leave to have us work with someone else. I had an appointment scheduled for 6pm and so did 5 other people apparently. We sat around waiting for over an hour.
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August 2023 by Brenda Duncan
Peyton was very helpful and sent me pictures when I asked for them before driving to look at the car. I was in an accident where my old CX-5 was totaled and I liked it so much i wanted to buy another one. The pricing was very reasonable and definitely worth the drive to go to this dealership. Would come back here again.
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August 2023 by Mady M
Everyone there was SO kind! Finished in less than the estimated time. My only problem was my car needed more work than I wanted but that isn’t thrower fault. I could tell the difference in the drive. Customer service was amazing!
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August 2023 by Whitney
This Mazda dealer was amazing. Super quick customer service, no pressure. Payton was extremely courteous and helpful throughout the whole process. Financial dept was great as was management. Very happy with my purchase!
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August 2023 by Earl Marshall
I have bought 2 cars now from Chris. He is a great salesman who does as much as he can to work with a customer. I do have to say their new finance guy Justin is a miracle worker. That man can weave magic with his hands. I am so thankful for all the work these 2 men have put in to help me. I don't know what an average team can do but I do know these guys are far above and beyond your average team and I will testify to that any day.
