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October 2023 by Matt C.
Jacob I. the service department was one of the rudest people who I have ever dealt with it. even answering the phone I feel almost abused by him. want to not only never come back but would cancel my cat purchase if I could
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October 2023 by Hannah Gwaltney
At no point did they keep me informed with what was going on through the purchase. Got treated like the typical young woman buying a car. They did not answer my questions through the process & would walk away to avoid. Didn’t even know how much I was financed for or how much I got for my trade in when I walked out the door, no one would tell me anything. Would NOT recommend.
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September 2023 by Ryan Rott
Had an amazing experience with Russ Darrow. I couldn't be happier with my vehicle. They helped me get financing that I could work with. And made setting up payments worry free.
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September 2023 by Pablina Dementia
Jacob is the most incompetent employee and manager in the dealer. He is astonishingly rude and refuses to take accountability for severe mistakes. Every other employee there whose name was not Jacob was fantastic and incredibly nice. Jacob truly drags this dealer to the ground.
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September 2023 by McKenna Selode
My experience with Kia every time is always excellent! Dennis is an awesome salesman and always makes sure I’m taken care of. The process is fast and easy, and everyone is always so helpful and friendly! I will always come to Kia in Waukesha for future vehicles!
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August 2023 by Jaime A.
Service department is sneaky and they hot you with fees so their "techs can get paid"
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August 2023 by Francesca Arrigoni
I called the night before my appointment to make sure the vehicles I was interested in were still there. They told me they had 4 vehicles in my price range (previously told them I wouldn't be open to financing or going over my budget). I drove an hour and a half the next day, just to get there and hear that they only had one of the vehicles I asked about the night before. Moreover, that vehicle wasn't even close to my price range. The prices listed on the website were absolutely NOT what they display at this dealership. They kept pushing me towards financing a vehicle that was not what I was looking for and with financing would've cost me double what my budget was. Then, they told me those other vehicles were at another location on the other side of town and I honestly didn't even bother going there, just to, most likely, hear more lies. Long-story-short, would not recommend unless you have a ton of $$ to throw away and time to waste.Response to “owner”: not an excuse. I was in contact with one of your salesman the morning I came and he didn’t mention anything. If you really wanted to reach out to me, you definitely could’ve.
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August 2023 by Brittney
Was looking at the 2021 Lexus Is350 that is on the lot and the sales guy was really nice and helpful (reason for not one star only)- but the GM or managers at their little desk up front, needs sales/customer service training. Judged a book by its cover, and didn't even want to deal with me. Best part of it, was I have $30,000 cash plus trade in, but because I purposely dressed down, they didn't budge out of their seats.This is how you find a good dealer to buy from. One that doesn't judge you by what you are wearing. No loss to me as there is a plethora of dealers in the area that are not Russ Darrow.
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August 2023 by Paulette Marzahl (McMurph)
I had the best experience possible at Russ Darrow of Waukesha! Our salesman, Casey (sp), was amazing, as was Mark (sales manager). I can’t leave out the fellow in finance, Charlie, who was just the best. I’d give this crew 10 stars if I could.They are the best! Thank you, Casey and crew! I love my new car!
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August 2023 by Allison Cavaiani
I found a vehicle online that I was interested in and was coming from out of town. I called daily for 3 days to be sure it was there and was told it was in wonderful condition and very clean. When I got there, there were spots already rusting and I found candy and spills in the backseats and cup holders, things that should have been cleaned before I arrived. I was told the rust could be fixed for under $300. I offered $500 less than asking price to offset the paint job that would need to be done and they said no. I purchased the vehicle and was told multiple times that they stand behind their vehicles 100%, that if something isn’t right, they will help me take care of it and make the fixes.I took the car to my brother in laws shop only to find out that the Buyers Guide was wrong/lied about and there were noticeable noises coming from the front alignment steering. The paint job cost $600, the car needs new brakes and new alignment.They 100% DO NOT stand behind their vehicles. I have reached out twice with no response. I don’t live in the area so I can’t just show up with the car. The gas tank was on Empty and when I asked about it, they took it to the gas station and only put $20 in - another thing that should have been taken care of before I arrived since they knew for 3 days that I was coming.
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August 2023 by Melissa P.
Lies & Games that will waste your time. The ad stated the car was in West Bend - it wasn't I had to drive to their Waukesha location to see it. Don't bother asking for the "E Price" - is, it's just the price on the website that says ask for the E-price. I had a 7:30pm appointment and the sales person couldn't be found after us having to stand around and wait for him to be paged repeatedly. They took the title out of my car without asking me or telling me when we were on a test drive. The price listed on the car was decent but you couldn't buy it without them tacking on ~$6000 in warranties, paint and dent services, tire rotation and anti-theft fees etc. We left only to get a call that they had my title. If a price seems too good to be true it's because it is. Of course they offered low balled my trade even after I told them they weren't in the universe and we could just be done. They'll give you a graph showing how low priced their vehicle is. Ask them for the graph on how high their fees and multiple lines of additional stuff is that they're trying to sell you.
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July 2023 by Olivia O.
I don't know where to start with the process of getting service at Russ Darrow Kia of Waukesha.My engine ceased and I've been reaching out to Kia for over 2 months.I need an update on the cause my engine ceasing. Jacob Povlich isn't returning calls. There is no communication unless I call every day. I get put on hold every time. They say they are "with another customer" or "stepped away". They say they will call me back. Never happens! So then these last two times they tell me it's a 45 minute wait just to speak with him.The other gal who sometimes answers the call is Kailey. She states there is no notes on file to provide feedback.I ask for the manager. Well he is out and supposedly "Jacob is the manager". He say's the (actual) manager will call me next week.So then I finally say "I need to hear from the manager's manager." Of course then he says," I will call the warranty company again". ...Still hasn't communicated with the warranty company.Kia's service department is unreliable and dishonest. Your brand advertises excellent customer service. This experience if far from that! I don't recommend the company to anyone.I need a car and this is inexcusable! This process has been holding up my life. I need someone to work with me. I need reliable communication. I will keep going up the ladder to get service.
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July 2023 by Jennifer Busalacchi
DOES NOT provide emissions testing. The service department was super kind in explaining they have tried to have Google remove them from the list and even directed me to a facility near by that does provide testing. Saved me tons of time driving to other locations!
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July 2023 by Koopa Troopa
Been coming here for years. Always treated with respect and professionalism. My sales guy Dan was fantastic and Brandon Manager does whatever he can for you. The best place to purchase a car period.
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July 2023 by andon
Do not buy a car here that is not a KIa! They are incompetent of diagnosing it and don’t have the proper equipment . Have to bring it in for the 5th time and it’s still not diagnosed. In the mean time we took it to a shop in our own and found out what the problem was. We passed this along and they still can’t put two and two together. I’m the meantime I have to drive this car like this for months because the wait times are absolutely ridiculous. They won’t release the car to go to another shop to get repaired. The manager wouldn’t return our calls. We had to keep calling back for a few weeks. Also don’t let the free oil changes sound like a perk. You won’t get in for weeks and they will tell you they have to order your filter. Stay away unless you are buying KIA specifically. I’m not even sure if they would be competent fixing those.