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Description

This company offers automotive sales and services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Russ Darrow Group, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Russ Darrow Group, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 198 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

198 complaints closed with BBB in last 3 years | 58 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 63
Billing/Collection Issues 15
Delivery Issues 2
Guarantee/Warranty Issues 6
Problems with Product/Service 112
Total Closed Complaints 198

Customer Reviews Summary Read customer reviews

84 Customer Reviews on Russ Darrow Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 10
Neutral Experience 3
Negative Experience 71
Total Customer Reviews 84

Additional Information

BBB file opened: March 01, 1972 Business started: 01/01/1965 in WI Business started locally: 01/01/1965 Business incorporated 11/03/1970 in WI
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Wisconsin Department of Transportation
4802 Sheboygan Avenue, P.O. Box 7910, Madison WI 53707
http://www.dot.state.wi.us
Phone Number: (800) 924-3570
driverrecords.dmv@dot.wi.gov

Wisconsin Dept of Financial Institutions
345 W Washington Ave, Madison WI 53703
http://www.wdfi.org
Phone Number: (608) 261-9555
Fax Number: (608) 261-7200
askthesecretary@dfi.state.wi.us

Department of Financial Institutions
P.O. Box 7846, Madison WI 53707-7846
http://www.wdfi.org
Phone Number: 608-261-9555

Type of Entity

Corporation

Business Management
Mr. Russ Darrow Jr., Owner/Chairman/CEO Mr. Mike Darrow, President/COO Mr. Phil Harrington, CFO
Contact Information
Principal: Mr. Russ Darrow Jr., Owner/Chairman/CEO
Customer Contact: Mr. Joshua Esposito, Marketing Assistant
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars Auto Repair & Service New Car Dealers (NAICS: 441110)

Products & Services

Russ Darrow Group, Inc. sells the following brand(s): Chrysler, Dodge, Honda, Jeep, Kia, Mazda, Mitsubishi, Nissan, Scion, Toyota

Service Area
Milwaukee, Appleton, Madison, Waukesha, Wauwatosa, West Bend and Greenfield.
Alternate Business Names
Russ Darrow Chrysler, Jeep, Dodge, Ram Russ Darrow Greenfield Mazda Russ Darrow Honda Russ Darrow Madison Chrysler Jeep Dodge Russ Darrow Madison Kia Russ Darrow Milwaukee Chrysler, Jeep, Dodge Russ Darrow Nissan Russ Darrow Toyota Russ Darrow Waukesha Mitsubishi Russ Darrow Waukesha Kia Russ Darrow Wauwatosa Kia Russ Darrow West Bend
Industry Tips
Auto Repair and Services Auto-Buyback Guarantee-Terms & Conditions for Consumers Flood-Damaged Cars Protecting Your Auto Repair Investment

Customer Review Rating plus BBB Rating Summary

Russ Darrow Group, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 11212 W Metro Auto Mall

    Milwaukee, WI 53224

  • 1901 N Mayfair Rd

    Wauwatosa, WI 53226 (414) 778-5700

  • 2141 E Moreland Blvd

    Waukesha, WI 53186 (262) 547-1761 (262) 547-0004

  • 2301 W College Ave

    Appleton, WI 54914

  • 2700 W Washington St

    West Bend, WI 53095 (262) 334-9411

  • 3210 W Washington St

    West Bend, WI 53095

  • 3502 Lancaster Dr

    Madison, WI 53718 (608) 249-4909

  • 3520 S 108th St

    Greenfield, WI 53228 (414) 329-5800

  • 5234 High Crossing Blvd

    Madison, WI 53718

  • 6525 Odana Rd

    Madison, WI 53719 (608) 275-7700

  • 7676 N 76th St

    Milwaukee, WI 53223 (414) 354-8338

  • 9301 W Brown Deer Rd

    Milwaukee, WI 53224 (414) 586-5400

  • W133n8569 Executive Pkwy

    Menomonee Falls, WI 53051 (262) 250-9600

  • W226S1700 HWY 164

    Waukesha, WI 53186

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/17/2016 Problems with Product/Service
4/17/2016 Problems with Product/Service
4/17/2016 Problems with Product/Service
4/17/2016 Problems with Product/Service
4/8/2016 Billing/Collection Issues
4/6/2016 Delivery Issues
4/6/2016 Billing/Collection Issues
3/22/2016 Advertising/Sales Issues
3/22/2016 Problems with Product/Service
3/22/2016 Problems with Product/Service
3/22/2016 Advertising/Sales Issues
3/18/2016 Problems with Product/Service
3/11/2016 Problems with Product/Service
3/9/2016 Problems with Product/Service
1/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2003 Chevrolet Trailblazer on 8/14/15 and I also purchased an extended warranty to protect the powertrain through Zurich. I used my vehicle to travel to Mississippi for the Thanksgiving holiday. After arriving I experienced a shifting issue. I called the dealership for assistance so they could refer an authorized repair shop. I wanted to avoid any issue that would compromise my warranty coverage. They offered no help at all. I had the truck towed to a Chevrolet Dealership (Triple M Motors, Inc) in Carthage, MS. I was told that the transmission would have to be replaced. I called Russ Darrow again but the service manager refused my call. I spoke with the finance manager 3 times and I called the insurance company. Then I was told to pay $1200.00 cost to take the transmission apart and diagnose the problem and then they would determine if they would cover the repair. I explained that I was out of state and I needed a resolution quickly since I had to return to work on 11/30. Again I could not get any answers. I had to take a bus back to Milwaukee and leave a family member with my vehicle so I could report back to work on time. After work on 11/30 I went to the dealership (Russ Darrow) and met with one of the managers and called the insurance company again. Once more - NO Resolution! I only had this vehicle for 3 months and never expected the transmission to go but at least I thought I was covered by the warranty. I had to pay the dealership in Mississippi $3,098.93 to repair my truck and Zurich is refusing to cover the repairs. They refused to assist when I was stranded out of state. Why purchase a warranty and then when something happens the warranty is useless? I paid $6500 for the vehicle + $1350 for the service contract and within 3 months I either come up with another $3,000 or the vehicle is no longer driveable. Basically the dealership and the insurance company took me to the cleaners!

Desired Settlement: I want to be reimbursed for the repairs to my vehicle. I bought the coverage as protection against a costly repair. The dealership will not stand behind the vehicle they sold me and the insurance company will not honor the service contract I purchased. Customer service on both sides was terrible.

Business Response:

I'm sorry that you experienced major mechanical issues with a vehicle you purchased within a matter of a few months, however, we cannot determine when an issue will present itself.  This is the reason that we extend aftermarket warranties to our customers during the purchase of the vehicle.  With an out of state repair, Russ Darrow would have little to no involvement since we cannot diagnose or repair the issue.  The warranty is a available to any authorized shop nationwide.  The shop would have to make a claim through the warranty to see if it is a covered repair.  If they chose not to go that route your next recourse would be to submit the claim directly to the warranty company for possible reimbursement.  We do not own the warranty company and would not be able to get involved in that process since we did not do the repair. 

The warranty company information should be located on the warranty contract that you received at the time of purchase.  I would call and start a claim for reimbursement through them directly.

****** ******, ********* *********

Business Response:

 As a company, we cannot foresee any repair issue happening on a vehicle in the future.  As a customer, you have the right to take the vehicle for a third party inspection to see if there is anything on the vehicle that is mechanically unsound.  The State of Wisconsin directs us to do a safety inspection on all vehicles, but that does not mean that we have to take apart the vehicle looking for issues.  If the issues do not present themselves during the inspection then we cannot be held liable for maintenance issues with all used vehicle purchases.  The warranty that you purchased should cover the transmission if the actual failure is a covered item under the warranty.  If the warranty company (which we do not own or control) is not responding to your issue, I would suggest writing a letter and sending it certified to them giving them a chance to respond before proceeding against them in a civil manner.  This is your right as a customer, however, we are not a party to this matter. 

Also, we do stand behind the vehicles that we sell, however, when an issue presents itself 3 months or so after purchase we do not get involved.  We would offer a diagnosis and an estimate that may include a discount as a goodwill gesture, however, all vehicles are sold as is with no implied or stated warranty.  I am sorry that you had issues with the vehicle, however, it is outside of our control.

****** ******, ********* *********

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will contact the warranty company regarding this matter.

Regards,

******** ******

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an issue with Russ Darrow In Wauwatosa in August. I have enclosed below the letter I wrote to the service manager. I also pasted his resolution which was a 100 dollar gift certificate. I recently learned that my daughter did not get this 100 dollar credit. Upon writing the ******* ******* of the branch by e-mail I was not even given the satisfaction of a response. My daughter is a grad student and is using m car while living in the Mequon area. I am in the Green bay area. Mr. ******, I am writing this letter in response to the two visits my daughter had to your service department when she had issues with her 2006 Kia Optima. I feel that she did not get the best service from your department on her second visit. I am beginning with you as I see your name on the invoice. Hopefully, we can settle this between the two of us. Enclosed are two separate invoices for service on the Kia. The vehicle is being used by my daughter when she is away from home (Green Bay area) and going to grad school in Mequon. The initial issue was that the Kia would stall out infrequently for an unknown reason and she became quite concerned about this. On June 18, 2015 at my direction I told her to take it to your dealership. The tech did a decent check that was detailed on the invoice and unfortunately he was not able to find any p***lems at the time. This is invoice ****** and I do not dispute this invoice. The car had stalled again in late July and she was again concerned. Within a week or so of that stall a check engine light came on which also became a concern. She took the car to an ********* and they read the code for free. They found a bad O2 sensor in Bank 1 sensor 2. She also called your dealership and asked some questions and was told that ********* scanning software was not as thorough as yours is so the p***lem is p***ably different than what they read. Since she is in grad school and her time is extremely tight she had to make an appointment with your service department. The appointment was for August 21st. She arrived on time and the vehicle was taken to be looked at. After 2 hours of sitting and waiting your technician was finished and she was told what was found. As found at *********, the same O2 sensor was found to be bad. Your department did not have this sensor and stated they would have to order it if she wanted the repair done. The cost was $297.04. The next recommendation both upsets and concerns me. The technician “RECOMMENDS” replacing the timing belt and camshaft position sensor at a cost of $844.43, my questions are: did he do an electrical test on the camshaft position sensor and does he know that the timing belt is bad. If so, what data can he show me? Let me add that I am the original owner of this vehicle. It has 46,000 miles on it. I am feeling a little like my daughter was taken advantage of at this visit. I am not against fixing something that needs to be fixed but I believe it is irresponsible to recommend something with little to no basis. I would ask you to ask yourself, if this was your daughters experience would you feel good about it? I don’t for these reasons; 2 hour wait time with a 1 hour shop charge for a diagnosis that you and I both know is not a 2 hour job. Secondly you did not even have the part on site to make the O2 sensor repair even if we wanted it (which I would not), thirdly and most concerning is to recommend replacing something without data is like throwing parts to see which one works. I took time off to personally come down and do some of the basic repairs to the car. I have it running fine. I replaced the sensor myself. I have instructed my daughter to monitor the car but in the future we will not be returning to Russ Darrow for service as the second visit has me feeling taken advantage of. I am very disappointed to spend the $127.73 and I am asking you for some consideration in eliminating this bill. I trusted your company to take care of my daughter in my absence and I was OK with the first encounter but the second one is disappointing to say the least. I do not work conventional hours so I ask that you reply to me in e-mail or postal form. I trust that you care about your company and its reputation and hope you can see my point. Thank you, Here is the e-mailed response from Mr ******, Hi Mr. ******, I received your letter and looked into both repair orders / service visits. I am sorry you feel that way. The first service visit on June 18th we diagnosed the vehicle for an intermittent stalling concern. At that time it had no codes in the computer system. We went through the fuel deliver and ignition systems completely, but were unable to identify a malfunction. With the car not acting up and without being able to find a failure during our systems tests, we recommended no repairs and suggested you to monitor the vehicle and see if it acted up again. At that time we would have gone through the fuel deliver and ignition systems again at no additional charge. So far as I understand that p***lem has not acted up again and we are continuing to monitor it. The second time the vehicle was brought in, on August 21st, it was brought in for a check engine light concern AND a note regarding the stalling concern in July. An estimate for diagnosis was given and authorized. At this time we did find a code for the bank1 sensor2 oxygen sensor. We went through the oxygen sensor systems test and did find a faulty oxygen sensor. A failed oxygen sensor is not going to cause a stalling p***lem, so we also went through the ignition and fuel delivery systems test again (hence the additional time). Each systems test is individual and different form one another. Yes, O'Reilys read the trouble code for you for free, (which we will read trouble codes for free as well) but all that is, is reading a trouble code which identifies which system test you need to perform to properly diagnose the failure. We charged only for the systems test of the oxygen sensor circuit. We performed the ignition and fuel delivery systems tests again at no charge. The crankshaft position sensor, although testing ok at this time is part of the ignition and fuel delivery systems and was only mentioned as a possible cause of the stalling issue. I am sorry for any misunderstand or miscommunication. At this time I do not feel we did anything wrong but would be willing to, as a goodwill offer, give you a $100.00 Russ Darrow gift card that can be used at any for the Russ Darrow Stores for any parts, sales, or service. Please let me know what address you would like me to send it to. Thank you, *** ****** Parts and Service Director Russ Darrow Kia of Wauwatosa ***.******@russdarrow.com They never sent the card or any other correspondence except for my daughter receiving unsolicited spam e-mail to buy things at this dealership.

Desired Settlement: My resolution is the same as initially desired a refund of $127.73 I have no idea why he did not follow thru and send the gift card.

Business Response:

I'm sorry for the inconvenience this may have caused your daughter and yourself.  I contacted the Service Manager and the ******* ******* of the dealership and they both thought that the Russ Darrow Gift Card had been sent to you.  After further review, you are correct...nothing ever went out.  As such, I have gone ahead and cut a check for $127.73 and will be placing this in the mail to you today.

Again, I am sorry if you felt we took advantage of your daughter, this is not how we conduct business.

Thank you for your consideration.

****** ******* ********* ********* *******************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I thank you for finally resolving the issue. I appreciate the refund however all along it was not about the money. I am regretful it had to get to a BBB complaint but I had no where else to turn. Thank you again.

Regards,

** ******

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told that charges related to excess wear and tear would be absorbed by Russ Darrow. This has not happened. The salesperson denies the deal we had. The manager says he can't help me.

Desired Settlement: Russ Darrow should pay Honda financial for the excess damage costs.

Business Response:

I am sorry you feel we should be liable to pay your excess wear on the lease turn in, however, there is no written documentation in your deal stating that we would be paying anything after the transaction was complete.  The excess wear letter usually comes 30-60 days after the vehicle is turned in.  We would not have known what they were charging you for at the time of the lease turn in.  As such, we cannot be held liable to pay your costs at the time of turn in.

****** ******* ********* *********

Business Response:

I'm sorry that you still feel that we are liable to pay for damages to your vehicle, however, as I stated earlier, the letter from Honda after turn in goes directly to the customer 30-60 days after the transaction is done.  If Russ Darrow takes the vehicle in on a trade-in we issue a payoff to Honda and keep the vehicle.  In your case, the vehicle was the property of Honda as it was not a trade in.  We do not get involved in the excess wear and tear charges under these circumstances and would not have known what was going to be charged until after Honda picks up the vehicle, thereby leaving the potential damages open ended.

****** ******* ********* *********

 

Consumer Response:

Good morning.

As I explained in my previous letter, the circumstances of the story were that Russ Darrow said they would be doing it as a trade in. They were planning to keep the vehicle and resell it. I was told clearly that the costs of repair would be absorbed by Russ Darrow as part of the new lease deal. This was the plan and this is what Russ Darrow told me. Thank You.

 

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The tires at the time sale have not lived up to the expected and performance. Minimal levels of inclement weather have prevented the vehicle from being driven although I was reassured at different times that the tires were quality. these tires are dangerous and are not "all weather."

Desired Settlement: Replace the tires with adequate driving tires and/or provide a deep discount for a high quality tire

Business Response:

I'm sorry that you feel the tires that are put on by the manufacturer are not up to par, however, the tires are a mid grade all weather with a large (85k) tread warranty.  We can offer to you a few different options to purchase, however, the tread warranties will be less than what you currently have.  For a mid grade all weather tire with a 50k tread warranty, it will run you about $450 plus tax.  For a mid/high grade winter tire with no tread warranty, this will run you about $515 plus tax.  If you do not feel these are good options, your only recourse is to call Kia Consumer Affairs directly as this is a design "flaw" of the vehicle, and they would be the only entity that would be able to potentially assist you.

Please let me know if you would like to set up an appointment to take advantage of one of the offers I relayed above.

****** ******* ********* *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The option to contact Kia Consumer Affairs was offered to me previously and it sounds like this is the only option to get a better resolution. Paying for usable tires is not a "fair" solution.

Regards,

******* ******

1/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a claim with Farmers Insurance for a car accident that I was in 2 weeks ago. They sent me to Russ Darrow to take care of the damage. Every since that day different employees has been calling me daily for more money. The 1st day they were telling me that my car wouldn't start they didn't knw if it was cause by the accident because they haven't look at it yet but I would have to pay $100 dollars before they can start. FIRST SCAM!!!! So after days of holding my car I agreed to pay for this diagnostic. So they take care of that problem they say so yesterday I received another call stating that my air bag light is on which it wasn't on when I brought them the car so now they telling me I have to pay another $100 so that they can check to see why that light is on. I have owning and working on cars long enough to no that one diagnostic should inform you of what's wrong with the entire car SCAM #2 and Farmers go right alone with them. the problems that they continue to come up with was not there before I gave them my car now they saying that in order for then to check and fix my air bag light that I have to pay again out of pocket. What's the purpose of having insurance if Russ Darrow can legally rob you while they have car in there possession.

Desired Settlement: if I'm paying for insurance how can they continue to ask the consumer for more money on a daily basis. I truly believe that this company scam people daily and if I get a lawyer to pull their files it would be proven that they do this to a lot of consumers.. PURE SCAM

Business Response:

This matter was an issue from the beginning - insurance was involved for part of the claim.  The issue started with his aftermarket alarm caused issues that were not related to the minor collision damage and he wanted everything covered by the insurance, which they denied.  He was dealing with multiple people because it was in the shop and body shop for unrelated issues. The deductibles were part of different entities that did not coincide with one another.  The vehicle was fixed by all parties and all related monies were disbursed to the correct Russ Darrow entity.

****** ******

********* *********

12/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 2, 2015, I had my car serviced at the Russ Darrow shop on ***** **** **. I had the tires balanced and rotated and front brakes done. The following day, I took this car to *****'s **** ****** **** to have the rear brakes done. This shop immediately noticed that one of the lug nuts had been stripped and required repair. It was so stripped they could not back it off, it had to be cut off in order to repair it. This happened at Russ Darrow the day before because they could not have rotated the tires with the lug nut in this condition. There's no way the employee didn't know he had cross-threaded it. I informed Russ Darrow and spoke to **** ******* ******* *******. He seemed pained that I asked that he speak to the service person about what he did, insisting that "so many people worked on the car" that he would not be able to track down that one person. Funny, the employee's name is right on my receipt. Doesn't seem that hard. I faxed him the receipts from his shop and *****'s, and he mailed me a check for the cost of the nut/stud and labor. He conveniently left out the tax I had to pay on this repair and I had also asked for something for the extra time I had to wait for the repair to be done. He did not so much as return my calls, so I didn't even know if he had received the fax, until I got the check.

Desired Settlement: I would have been happy if I hadn't had to go through all these steps, and that everything would have been done right the first time. I would have been happy with a genuine "sorry" and a coupon. But now, not only did I waste my time waiting for the nut to be fixed (they had to order the part and wait for it to come), then I had to waste my time sending documentation to ****, and now I have to waste it on this complaint. I would like someone from corporate to email me and say, "I'm sorry. That shouldn't have happened. I will talk to the people involved." And then, you know, actually talk to the people involved. I would also like $3.05 for reimbursement of the sales tax. Maybe a coupon to make up for it.

Business Response:

Please take this response as a long overdue apology for your troubles.  I am sending you out a goodwill gesture that you can utilitze how you see fit.

Thank you for contacting me.

****** ******* ********* *********

###-###-####/direct

12/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried cancelling my extended warranty, gap and service plan on a 2014 Kia Rio that I purchased over a year ago two different times by going into the Wauwatosa Kia dealership. The first time (July 22, 2015), my contract was lost and never filed. The second time (September 11, 2015), the cancellation was still not submitted and I had to submit the cancellation form myself. On both accounts, I called the dealership inquiring when it would be cancelled and when I should receive a refund with very little response back. October 20th 2015 was when I contacted the company who Russ Darrow set up the warranties with and I cancelled the contracts myself. She provided me with how much I should be getting back and said the refund was the responsibility of the dealer. Since this time, I have had no active warranty, gap or service plan on my account, but I have not seen any money refunded. I did go back into the dealership to talk with them because during this time I was trying to lower my monthly payments on the car. The salesperson I worked with tried getting me into a leased vehicle instead because he said it would save me money. When I decided not to go through with it, he said they had 'stopped' the refund they had started and I would have to continue to wait to see it because they wanted to use it as a down payment (which I did not approve them to do). It is now November, and though I have information saying there is a refund, I haven't seen one and we are not getting professional responses from the company.

Desired Settlement: I would like Russ Darrow Kia of Wauwatosa to send me a personal check for the amount I am supposed to receive in a refund. I have since then sold the Kia and no longer have any owed amount on the vehicle.

Business Response:

I'm sorry for the delay in responding to you, however, it is my understanding that the refund was sent to ***** ***** ****, who cashed the check on November 2, 2015.  They then cut a check and submit it to ********* to apply towards your loan.  The loan in the meantime was paid off.  We cannot be held liable for when a bank refunds the money to their customers.  Russ Darrow by law must send the proceeds to the lender, so unfortunately there is nothing more that we can do for you at this time.  My suggestion would be to call your lender and request that the warranty cancellation proceeds be directed to you forthwith.

****** ******* ********* *********

12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The last week of October 2015, I visited the show room to request to have several car brought from Waukesha lot for a test drive. I had located the car online and live in Milwaukee. Upon entering a ******* ***** helped me. I explained to him I have a loan, no need to do a credit check, I just want to test drive a car in Waukesha lot can he have it brought to their lot. despite my forwardness to have the can brought to Milwaukee for a test drive and not to run a credit check he insisted that I had to fill out the application in order for him to request to have the car brought to the lot. I continued to say I have a loan and don't run a credit check on my credit. He excused himself with application in hand and came back to tell me I qualified for a car loan. I told him I know. Did you run a credit check he tells me no.I left after telling ******* ***** that I would return when the car came. Before I could get home my credit monitoring service alerted me that I had a new hard hit inquiry on my credit. Upon investigation it in fact was Russ Darrow. I called Mr. ***** and told him that a hard inquiry was placed on my credit by Russ Darrow when he assured me that there would not be one. He keep saying it wasn't a hard hit. I told him yes it was and I wanted it removed because I explained to him I have a loan already. He told me he would check into it and call me back. No return call ever came. The next day I called and left message on the CEO's phone about the situation and no return call. I only came to the lot to have a car brought in from another lot to test drive, I explained I had a loan and was very insistent that no credit check was necessary but instead ******* ***** proceeded as if I had not done my own personal homework, and requested a hard hit on my credit when I didn't even have a car in mind and I had not test drove one either. Now I have a lower credit rating because of this deceitful practice. I would like the credit check, hard inquiry removed from my credit and some customers satisfaction.

Desired Settlement: To have inquiry removed and customer satisfaction.

Business Response:

I'm sorry that you had a negative experience at the dealership.  It is normal procedure to have a customer fill out a credit application to see if they have the means to purchase a vehicle.  In your case, if you didn't want your credit bureau pulled, the customer has the right to leave out the identifying information on the application to assure themselves that their credit will not be ran.  However, you filled out the entire application and signed it acknowledging that your credit would be ran.  Because you filled out the entire report and signed it we cannot legally remove the inquiry.  Also, it has come to my attention that you were back at the dealership yesterday with the intent on purchasing a different car.  If I can be of any assistance to you with the, please let me know.

****** ******* ********* *********

*******************

12/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On September 15, 2014, my vehicle was repaired by Russ Darrow on **** * **** ****** in Milwaukee, Wisconsin. The window wouldn't vent or open completely. The repair was considered guaranteed. Now that I contact the business, they tell me the guarantee/warranty expired two months ago.

Desired Settlement: I am expecting the window to be fixed with full functionality. If the repair will take longer than 24 hours, I am expecting a vehicle to use during that time.

Business Response:

The work on the window was originally done under the manufacturer 36/36000 mile warranty.  The factory warranty was expired at the time you had the next issue with the window, 14 months after the original issue.  Also, the warranty under the window itself, aside from the factory warranty would have expired upon the 1 year mark, which was in September of 2015.  You brought the issue up to the service department in November, 2 months after both warranties were expired.   If you would like to have an estimate for the work to be completed, I would be more than happy to get that for you and offer a 10% discount on the labor rates.

****** ******* ********* *********

###-###-####/direct

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  It's my understanding at all work has a 12-month warranty on it from Russ Darrow and, although I am outside of it, I wasn't far from it when I brought it to your attention.

Regards,

******* *******

12/8/2015 Problems with Product/Service | Complaint Details Unavailable
12/5/2015 Advertising/Sales Issues | Complaint Details Unavailable
11/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Finance Manager sold me a 'Maintenance Contract' for $500 saying it covered everything. He told me that this was a "Gas and Go" package. I would only have to pay for gas. Everything else would be covered. All scheduled maintenance including oil changes, transmission services, any other maintenance that was needed. Today, I received 10 vouchers for Oil Change, Lube and Filter and an occasional tire rotation (4 of these). This basically means I prepaid $50 per oil change for 10 oil changes when I can get the same service for $25 from the local dealership and not have to travel 30 miles for service. I was deceived. I was told this was a "Gas and Go" deal when it's only a limited number of vouchers and coupons for $10 off other services.

Desired Settlement: Refund of $500. I have not used any of the vouchers. They have just arrived in the mail. I want a full refund.

Business Response:

I have read the complaint and spoken with the dealership staff.  Russ Darrow does not offer any type of warranty that is a Gas and Go scenario.  I spoke with *** ***** and he stated that he has never represented any product in this fashion.  I was not present at the closing, so I am unable to say what was said.  As such, I would be more than happy to cancel this product if Mr. ******* would like.  The cancellation proceeds would go to the lender that holds the loan to offset the principal balance.

Please let me know how you would like me to proceed.

****** ******, ********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Will you notify ****** ****** from Russ Darrow to cancel the product and have the refund placed?


Regards,

******* *******


Business Response:

This will confirm our conversation, wherein I will start the cancellation process immediately.  You should see a principal payment on our account within 10 buisness days.

****** ******, ********* *********

11/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went into the dealship on a referal.The salemans name was *** ****** ******. Everthing started off well, it was up until I was approved and statred to chose my car. I specifically told him that I wanted a "Black Car or Truck". He said "Ok", the next thing I know is that he's showing me every color but Black. I then stated to him that I was not pleased by His choices of colors of vehicles that he had presented to me. He started to sigh and then stated that "I was being to picky about what I wanted." He also stated that "I had to take what the bank was giving me because my credit score was low." I began to feel discourged in purchasing my vehicle. I told him that I understand and understood my credit situation before I came so there's no need to go there. I was then offered to test drive a car (1) he drove it not I!!!! I told him I did't like it. We then went back to look at more vehicles once again he showed me every color but black. I then told him you can show me whatever color you want if it's not black I don't want it. It was getting late in the evening and I had to come back the next day. On day 2, he stated I got something for you. It was a 2015 Kia Optima, black finally!!!! He attitude wasn't the same as it was on day (1). This time I was offered to test drive the car. I did just that. I explained to him that I really perfered a truck because I trading in my car (Dodger Charger2006) and that it was much larger than the Kia Optima that I had just test drove. By this time he was running back and forth to the ***** ******* *****. I told him i wanted a truck. They then showed me a Black Used dented up 2012 Kia Sorento. I told *** ****** ****** "You've got to kidding right?" He said you only can get what your low credit allows!!!" By this time I was upset with him. I told hhim that I was going to look into other dealerships. He then began stating that "you're not going to go anywhere else and get a deal like this. My friends made this deal here for you. Other people are foing to turn you away as soon as they seenwhat your credit looks like. We did everthing already this paperwork is already done!!!!!" I felt so pressured and discouraged that I just signed that paperwork. I took the car home that night. Two days later I call him asking if I could return the car for (1)I felt that the car didn't fit me and my children's needs (2) He didn't explain ANYTHING about the car!!! (3) My payments on the car was too much. I explained to him that I didn't want to pay an additional $258 for a car payment. He didn't care at ALL. All he cared about was selling me a new car. I called the *** ***** ******* ***** to see if we could work something out or if possible return the car. ***** stated NO!!! You signed the "no cooling" agreement. I then expained to him my situation. He said you bought it's yours and theres nothing I going to do. I told him there was something he could do and I know it is!!! He said I let you know!!!!! I still havent heard from him concerning this matter. To make thing worse. When I signed my contract i told *** ****** ****** about my $500 giftcard that was suppose to come with the purchase of my car. He said why do you want that, you should have mentioned that in the first place. We've given you so much more than thst and plus that $500 gift card is only good towards a purchse through our company. You got ALL the rebates that I could possibly offer you!!!!! I was devistated by him and the ***** *******. I went into the dealship to speak directly to the ***** ******* thinking that if we talked face to face I would have a better outcome. That didn't happen as I was walking towards the office I heard him say " Here comes that lady that gave *** a bad review online". I said yes I did!!! He had an attiude with me. *** came over and stated that "Yeah, I read your review huh!!!! I then stated that I wasn't happy and could they help me!!!!!! No one has helped me still to this day!!!!!! Please help me!!!!!!!!

Desired Settlement: I would like to get a Truck vs this Kia Optima. It doesn't fit my family!!!!

Business Response:

I have reviewed your complaint with all dealership staff and their recollection of events differs greatly.  In the State of Wisconsin there is no turning back.  Once the contract is signed the vehicle is yours.  If you are unhappy with your selection, you can trade the vehicle in at any dealership, not just a Russ Darrow.  There is nothing that we can offer you for what amounts to buyers remorse. 

****** ******, ********* *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I'm very displeased with how "CORPORATE " handled the situation. As long as they sold a NEW car I guess thats all thats matters. It goes to show you that a RUSS DARROW doesn't car about the consumer at all. Russ Darrow is a complete rip off!!!!!! I'm totally dissatisfied with everything in every way. 

Regards,

***** ******

11/16/2015 Problems with Product/Service | Complaint Details Unavailable
11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 1st 2015 my 2008 Dodge Charger completely stopped as I was driving home my battery cable had caught on fire on October 2 I filed and insurance claim with my insurance provider AAA My car was towed to Russ Darrow dodge Dealer to be fixed I was told that it was an electrical problem and thats what caused my battery cable to catch on fire it was able to be repaired I was given an estimate price of 1,184.30 but before I could give permission they had already tooking my car completely apart and file 6,299.41 on my insurance claim and the problem still was not fixed cause what they told was the problem really was not the problem after I was told that my car brain was not reading my motor properly and that's what caused my battery to catch on fire. I took it for a second look and was told something different I was told that my battery is in my trunk and that doesn't have anything to with the motor it was an electrical problem I asked the dealership and the insurance company several questions and stil was not given the proper help or maintenance me or my car need it I fell as though I should had been notified before the put such a large amount of money on my insurance and my car still is not drive able

Desired Settlement: I would like my money back

Business Response:

I have reviewed the complaint with the Service Manager and he states the following:

A 2008 Dodge Charger with 135524 miles brought to us not running and no start condition. The customers insurance company provided a preliminary estimate for fire damage in the trunk near the battery. Upon our inspection we found items not listed on the insurance estimate. We called the adjuster, who came back out to inspect our findings. He authorized additional items to continue in the process of repair. Once the additional items were completed the vehicle was able to be started. With the vehicle now running, drivability concerns and check engine light exhibited themselves.

Determining that the customer had previously had mismatched engine installed elsewhere, which is not compatible with computer controls and sensors on her vehicle, the insurance company would no longer participate in further repairs.

The option was given to the customer to start with some of the obvious items needing to be addressed, such as oxygen sensor replacement. The customer was given an estimate 845.00 (documented on repair order) which would cover her insurance deductible as well as the oxygen sensor replacement. It was thoroughly explained to the customer that this would be a starting point and could lead to other items needed , due to the fact that the vehicle had the wrong engine. The customer authorized us to continue.  After replacing the oxygen sensors, faults remained in the computer system. It was determined that the computer control system would not allow proper fuel and air mixture perameters in order to properly run the vehicle.  The only remedy going forward, would be for the customer to have the proper engine installed in the vehicle that matches up with the original equipment.

Russ Darrow can no longer participate in the fixing of this vehicle unless the repairs are pre-paid by the customer.  Her only recourse as I see it would be to go back to the shop that installed the engine in the vehicle and bring the current issues to their attention.

****** ******, Corporate Paralegal

 

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Drain plug fell out of 2014 Honda CR-Z on interstate highway. Car was towed to unrelated dealership. Maintenance Minder in car said 70% oil life remaining. Honda rep says resulting engine damage the fault of human error. Russ Darrow Honda says that since the problem wasn't immediate, the fault is not theirs, and will not pay for engine damage resulting from their work.

Desired Settlement: Russ Darrow pays for damage done by faulty maintenance.

Business Response: I have reviewed your complaint with the Service Manager and he stated the following:

Mr. ***** was last in for service on May 21st at 17,230 miles.  I received a phone call from a
dealer in Madison sometime in august calming that his car was towed in and the
drain plug fell out of the oil pan, causing the engine to be run for a period
of time without oil.

In most circumstances vehicles with a drain plug that
isn’t put in all the way will leak immediately, or will come out fairly
quickly. It has been nearly 4500 miles since his oil was last changed. We don’t
believe it had anything to do with the service we provided based on time and
the mileage driven.

I would be happy to obtain an estimate for replacement of the engine, however, without diagnosing the vehicle personally I would be unable to provide a detailed estimate.  Please let me know if you would like me to do this.

****** ******* ********* *********
###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Further The Darrow Group has exaggerated the milage difference.  Current milage on vehicle is 20351.  That is a total milage of 3121 miles between changes.  Minder currently at 70% oil life.  According to ***** Honda of Madison and Honda's regional representative, failure to tighten drain plug is most logical and common reason for the car's particular failure, milage being almost a non factor, but with particular oil pressure and viscosity.  No damage to drain threading found, which according to *****'s technicians and Honda Rep means failure is not with drain plug, but with place of business that changed oil.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *****

Business Response: Upon receiving a retainer notice from **** *****, I will be unable to respond to this complaint until the conclusion of the escalation to the attorney.

****** ******, ********* *********

10/3/2015 Problems with Product/Service | Complaint Details Unavailable
9/28/2015 Problems with Product/Service | Complaint Details Unavailable
9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a certified used vehicle with about 36,000 miles in June 2015. The vehicle had tire noise which I questioned and was told the noise would stop on the freeway. It did not and I had the tires checked and was told by another shop the tires needed to be replaced due to too much wear. I called Russ Darrow Nissan and told them I was going to rescind the sale which I would be allowed to do within 3 days. They had me bring it it to be checked and refused to replace at no charge. They charged my $542 which I feel is unfair since the vehicle was certified. Also, the transmission cooler was leaking fluid and I brought it in to another Nissan dealer to replace in September. Had this vehicle truly been certified this should have been caught prior to sale.

Desired Settlement: I would like to have some money refunded for the tires as I feel they should have been replaced prior to sale.

Business Response:

After reviewing your complaint and talking with the applicable parties, we will agree to reimburse you for half of the expense.  Although there was apparent noise coming from the tires, they were within the specifications that Nissan issues for certified vehicles.  The tires must have 50% or greater tread on the tires, which yours did.  As for the transmission cooler, the leak may not have been evident at the time of the safety inspection or the leak may have been obscured by the oil change.  In any event, this should have been covered under the certified warranty.

If you would like to accept our concession towards the tires, please let me know.

Thank you for bringing this to our attention.

****** ******* ********* *********

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *********

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From the first day that we purchased the vehicle there were problems and we should have known. I had wrote a complaint to the dealership and never got a reply it has been three weeks upon purchasing a vehicle they talked us into purchasing a gold membership which included oil changes and unlimited carwashes. It was already figured into our loan so we agreed to it not even a month after purchasing the vehicle my check engine light came on we took it in and read it and it was due to a gas Error the light continues to stay on. A few days later I took my vehicle in for an oil change mind you I have only had it for about a month and never had any issues can getting back to the dealer to pick up my car they informed me that I had an oil leak in the rear seal. I told him I've never had an issue and I just bought the vehicle so it's odd I would have a leak. I simply stated i would have my husband look at it they told me the cost was $230 I left got home parked in the same place I always park and lo and behold there was oil all over my driveway. again I never had any oil leaks in the month that I have my vehicle until I brought it to the dealer. When I was at the dealer I also asked to get my car washed as I get free car washes and I was told that the car wash machine was broke and not offered a solution I paid a lot of money to have this and that this point I'm very upset I proceeded to take it to another dealership to get the oil leak looked at as it was heavily leaking oil the other dealer stated that it appeared that someone had put oil all up and buy that seal again the seal was perfectly fine once the dealer clean the oil I no longer had any leaks. I will not bring my vehicle back in and allow them to touch it or do anything else to it and I'm very upset I am requesting a refund for the gold membership that they talked me into purchasing. As I said when didn't get things promised to us when we purchased a vehicle which included a remote so I had to fork out money for that and I got the runaround every time I called to ask about it they were to remove white spots on the back seats and they never follow through that either we had to do it ourselves I spent $18,000 on a vehicle and I expect better than this

Desired Settlement: I would like a refund for the gold membership and the amount that I paid I will pay for the one oil change but I want a refund for the rest of the amount.

Business Response: I am sorry that you were having problems with your vehicle shortly after purchase.  I am glad you were able to remedy the issues you were experiencing with your vehicle.  As for not receiving a car wash which is included in your Maintenance Care, sometimes the carwashes go down and a technician from the company cannot be dispatched immediately.  As such, you requested that your Maintenance be cancelled.  I will start that process on your behalf.  You stated that you would pay for the one oil change that you received, however, this is not necessary.  You received 3 free oil changes at the time of purchase, so you will be receiving a refund of the full purchase price less a cancellation fee.  This refund will be sent to your lender to offset that principal balance remaining on your loan.  If you have any other difficulties in the future, please feel free to contact me directly.

****** ******* ********* *********
###-###-####

Business Response: As a courtesy, I will waive the cancellation fee and remit the proceeds to your lender.

Thank you,

****** ******* ********* *********

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *********

9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought my van from this location in April 2015. In June, I began to have issues with the van. My brakes were squeaking loudly as well as electrical issues. I called the dealership to make time to bring the van in for repairs, because I was under a warranty. When I called and spoke to the service department they claimed I had NO continued coverage for my van and I would have to pay about $700 just for the brakes, and that my window switches (the electrical issue) would be AT LEAST $100 just for the part. I spoke to a few different people and no one helped me with finding out why I had no extra coverage for these issues.In August, I got in my van and couldn't start or drive it. I had to have a mechanic come out to my location and attempt to fix the major electrical problem I was having. When I would turn my key to start the car, it hesitated to turn over - and my car would freak out! All the dummy lights stayed on after the car started, all the lights in the car flashed, the car continued to beep and me as well as all my digital things had reset and the car wasn't reading the temp, my mileage or the direction my car was in. I once again called Russ Darrow to see what they would say because I had only had my car a few months. I spoke to many different people and they again, gave me the run around - also admitting that the financial person I signed for my car with - never offered me the extra coverage! They offered me to purchase it, but it wouldn't be good for 30 days.I went to have my brakes fixed by a mechanic - and had no lock key for the special lug nuts that were on my car. I had to go BACK to Russ Darrow again, and they insisted I needed to pay $70 for a new key. Then they went to take the lug nuts off with a master, and some of them were on so tight, it almost broke their machine. I left my van with them to have the lug nuts removed. I came back to get my car, and four dummy lights for my brake system came on (they were not on before. Three managers insisted this "wasn't their problem"

Desired Settlement: I would like the company to take some responsibility for what happened to a van that I JUST purchased. Every manager that I spoke to told me it "wasn't their problem"! Even when dummy lights came on, after THEY worked on my car - they wanted me to pay $100 to check and see why the lights were on. As good customer service, they should have done the diagnostic test as a courtesy - seeing as my lights were NOT on when I left my van with them. One of the service workers even confirmed that.

Business Response: I am sorry that you are experiencing issues with a vehicle that you purchased in April.  The vehicle was a used 2008 Dodge Caravan with 85,000 miles.  The vehicle was sold in an AS IS used condition with no implied or stated warranty by the dealer.  In your complaint, you stated that we agreed that we had not offered any type of warranty on the vehicle for you to purchase.  This is simply not the case, please find attached a copy of the declination page wherein you agreed to purchase the Total Loss Protection but declined all other warranties on the vehicle.  The problems that you experienced with the vehicle are normal maintenance type items which may not have been covered under the warranty that you declined to purchase. 

We will be unable to provide any assistance in the maintenance of your vehicle, however, I will provide you a 20% discount on the labor associated with any repair that you need for the vehicle that is part of this complaint.  If you would like to schedule a service appointment to take advantage of this discount, please contact me directly.

****** ******* ********* *********
###-###-####/direct

9/21/2015 Problems with Product/Service | Complaint Details Unavailable
9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THIS DEALERSHIP GAVE ME THE RUNAROUND FOR ALMOST 2 WEEKS. I GAVE THEM A DOWNPAYMENT OF $1500.00 FOR A 2013 ALTIMA THAT I DIDN'T LIKE ONCE IT MADE IT TO THE DEALERSHIP. I HAVE BEEN ASKING FOR A REFUND OF MY MONEY FOR A FEW DAYS AND HAVE GOTTEN NO RESPONSE. FINALLY THE MANAGER SAYS HE WILL CONTACT THE CORPORATE OFFICE FOR THE REFUND AND THAT IT WILL TAKE 7 BUSINESS DAYS FOR A CHECK TO BE MADE. THAT IS NOT TRUE. THEY ARE SUPPOSED TO GIVE ME MY MONEY THE SAME DAY JUST LIKE ANY OTHER DEALERSHIP WOULD DO.

Desired Settlement: I WANT A REFUND OF MY DOWNPAYMENT RIGHT NOW TODAY.

Business Response:

On today's date the request for refund of the deposit was received by the corporate office.  I can hold the check here in Menomonee Falls for you to pick up today or I can send the check through our inter-company mail to be received by 11:00 a.m. on Monday, September 14th.  Please let me know what you would like to do.

Thank you,

****** ******* ********* *********

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** ******

9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My cousin who just got out of the army in december decided to purchase his first car. He went to Russ Darrow and purchased a VW after bringing it home there we several things wrong with it so we called the dealer to find out that we could exchange the car less the 299.00 service fee. We went in and purchased a Subaru from them and also purchased the extended warranty. Within 24 hours of having the vehicle it broke down we were told by the warranty company that we would have to take it back to Russ Darrow for repairs as his contract was not yet in their system to take it to another repair facility. They gave us a loaner however, the dealer waited 6 days to even contact the warranty company (so our 6 days of paid rental was used up before they even contacted them). We were told that we would need to bring the loaner car back and that they would give us a used car off the lot to drive (no paperwork was filled out as the used vehicle being used as a loner car). It was determined after 2 months, yes two months to find out that the engine would need to be replaced. We were offered an engine with 95,000 miles or 125,000 miles on it (the car was purchased with 135,000 miles). We opted for the 95,000 mile engine, after several calls we were told that the 95,000 mile engine had something wrong with it and could not be installed so we opted for the 125,000 engine. The Subaru was sent to a Subaru dealership since Russ Darrow clearly had no idea on how to fix this vehicle. Upon telling us that the car was fixed we went to pick it up just to find out that they had put an engine in that had 140,000 miles on it (mind you the warranty company was told that the 125,000 mile engine was in the vehicle. Upon picking up the vehicle within 10 minutes of driving it white smoke was coming out of the exhaust, it smelt like something was burning and there was loss of power. We immediately called the dealer and took the car back to them as we had no choice since they offered a 12 month warranty on the engine that they put in and the warranty company would not cover another claim due to this fact. They again took the car to a subaru dealership. We were contacted stating that Russ Darrow was unwilling to put any more money into this vehicle. I then contacted Dean the ** and explained my situation to which he stated that they were willing to fix the subaru, trade for another vehicle dollar for dollar or give us a refund of our money due to the circumstances. Well after test driving several cars and trying to be sold more crap, we decided to take the refund. Dean told us that our refund check would be ready for pick up in several days, well this turned into a week just to find out that they would give us a refund less 1,600.00 for rental charges! I explained that it was no fault of ours that they could not figure out what was wrong with our vehicle and kept it for over two months and then it still was not fixed! Every car we test drove there was something wrong with it, not to mention they had nothing within the price range that we had originally spent we would of had to pay another 1,000.00 out of pocket to get into something else. We have gotten the run around from Russ Darrow and their staff and have also been lied to over and over again.

Desired Settlement: We wish to have a full refund of our money

Business Response: I have reviewed the complaint and respond as follows:

This matter has been taken care of with the customers directly with all applicable releases signed by all parties.

****** ******* ********* *********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes, we did sign a release however, we were not really given a choice in the matter of paying 600.00 for rental expenses if we wanted our money returned. I believe this to be a bad business practice given the circumstances the rental fee should have been waived, and will never refer anyone to purchase a car from the Russ Darrow Group.

Regards,

***** ********

9/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The finance manager did not clearly explain the extended service contract would cost $3200. I was led to believe the total cost of the car with additional maintenance contract and extended warranty was $12,900. The financial papers were folded up quickly and placed in an envelope. Signing of the contracts was forced to go very quickly and I was not given time to see the actual dollar amounts.

Desired Settlement: I would like a refund of $3200 for the Zurich Extended Warranty.

Business Response: I have reviewed your complaint and respond as follows: 

All of the extended warranties through Zurich have a free look period.  As such, I will request cancellation of the Zurich extended service contract effective today's date.  The refund of the purchase price will be sent to your lender to offset the balance on your loan.

Thank you,

****** ******* ********* *********

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,
******* *******

9/10/2015 Advertising/Sales Issues
8/10/2015 Billing/Collection Issues | Complaint Details Unavailable
8/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday, May 23, 2015 my wife and I purchased a used vehicle from Russ Darrow Mazda East in Madison WI. This was a Mazda 6 i Grand Touring with 718 miles on it. It was sold as used because the dealership titled it to themselves to use as a company car. We inspected the vehicle and noticed a few problems which they promptly took care of. I test drove the vehicle and everything appeared fine. The salesperson was very attentive to us before the sale. We drove it 30 miles to our home after a 4 hour purchasing process, which we thought was excessive. We should have been able to get out of the dealership in a lot less time. Later that day we went to a local restaurant for supper. When we left, my wife drove it for the first time. She noticed a spot on the windshield as soon as she sat down in the car. We looked at it further and noticed that it was a stone chip. She made the comment that it was directly in her line of sight. We thought it happened on our way home from the dealership even though no one heard anything hit the windshield. On May 26th, 2015 we called a local windshield repair shop to come over to fix it. When they arrived the tech said he couldn't repair it because it has already been repaired. That meant we bought it from the dealer in that condition. Later that same day I contacted the salesperson and asked what they would do about it. I already had planned to stop at the dealership to cancel the GAP coverage we purchased so he said they would look at it then. When I arrived at the dealership on May 27, 2015 my salesperson inspected it and said that he would talk to the General Manager. The salesperson came back out and said they couldn't do anything for me. I asked to talk to the GM and we went back inside. The GM asked me what I wanted and I explained the situation. He didn’t appear very interested in what I had to say. I asked him to come outside to look at it. As we were walking out to the car he pointed to a 2016 vehicle in his lot and said that vehicle has two stone chips and it happens all the time. He looked at the stone chip on or vehicle and said they had already repaired it and that is all they are required to do. He admitted they didn’t do a very good of repairing it. I told him and our salesperson we just spent over $30,000 on a vehicle that was sold as used, but in the salesperson’s words, "it is virtually a new car" because it only has 718 miles on it. After I spoke with the GM, I was very upset that they wouldn’t replace it and I left the dealership. I was surprised with his attitude. I felt as though I was interrupting his day and he didn’t want to take time to assist me. I went away with the feeling he didn’t value me as a customer. We contacted our insurance company and they got involved. Our agent spoke to a few individuals at the dealership. She was told there wasn't anything the dealership could do. I was given a contact number for the Russ Darrow customer complaint center by my insurance agent and spoke with the representative. She said she spoke to the GM and he said they already discounted the price of the car because it was sold as used and they weren’t making any money on this deal. I told her that I didn’t believe that because a dealership is out to make money and they aren’t going to sell a car and not make a profit from the sale. He said there could be nicks and scratches in a used vehicle. I told her I understood how buying a used car works but this stone chip is in the drivers line of sight and is the first thing you see when you get in the car. It’s a distraction and because of that, a safety hazard. She said she would escalate the case. She called back and said that they would agree to pay half the insurance deductible of $100, (they would pay $50). I told her that I wouldn’t accept this because a business as large as the Russ Darrow Group could afford to pay more than that. She said she would contact her boss to see if they could do more. I told her that paying over $30,000 for what is basically a new vehicle is a big deal for us and is a lot of money. The repaired chip is a distraction and the windshield should have been replaced by the dealership. We have since learned that our insurance company will not cover the replacement because it was incurred prior to our ownership of the vehicle. The dealership was happy to take my money but has ignored me after the fact. I wish I would have researched Russ Darrow Group in the BBB before I bought the vehicle. There are over 200 complaints closed within the last three years. Now I know why. In my opinion, they don’t care about their customers after they have taken your money. My salesperson asked us to tell our friends about the dealership. Believe me, we will definitely tell everyone about this so they don’t make the mistake we did by buying from them.

Desired Settlement: The poorly repaired stone chip is a safety issue because we are distracted by it as it is in the driver’s line of sight. You notice it as soon as you get in the car. I want the dealer to replace the windshield at no cost to us. The salesperson was our "friend" when we were considering purchasing the vehicle but after we bought it, the dealership doesn't want anything to do with us. This dealership doesn’t value their customers after the sale.

Business Response:

I'm sorry for the delay in responding to your complaint.  I have requested your deal file as well as the service history for the vehicle.  The General Manager who you were dealing directly with is no longer with the company, so I will be discussing this matter with the Operations Director for our Group.  I will be in touch with you shortly.

Nicole P****** ********* *********

*******************

Business Response:

I have reviewed your deal and corresponding service file and it is notated that we contracted a third party company to do a windshield chip repair on or about April 30, 2015.  The repair was within normal standards and did not surpass the threshold to replace the windshield.  The repair was present at the time of the test drive and if it was a problem it should have brought up at the time of the negotiations for the vehicle.  All vehicles are sold as is with no implied or stated warranty.  A new windshield for this vehicle is approximately $675.  We will agree to pay 1/2 of the repair on your behalf.  The repair would be through ********* **** *****.  If you wanted to call around and see if you can find a cheaper windshield, please feel free to do so.  I will agree to pay 1/2 of any estimate that comes in lower than the company that we utilize.

Please let me know what you would like to do.

Nicole P****** ********* *********

###-###-####/direct

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

******* *****

 

 

 

8/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a jeep grand Cherokee Laredo 2011 on 6/24/15 .I noticed a creaking sound from under the jeep. I contacted the dealership salesman that I worked with .He set up an appointment for me on 7/13/15.They looked the jeep over and told me the rack and pinion should be replaced and my brake were bad. I asked them to repair it. They told me they would not cover the cost. After talking to the manager he said they would pay for half. This is a safety concern and should have been taken care of before I purchased it. They told me it is not a safety concern. I asked if the rack and pinion is lose and making a creaking noise that would be a safety issue. He told me it's not lose. I asked then why is it making a noise and should be replaced. He said he didn't know why.

Desired Settlement: Repairs to be completed at no cost to me.

Business Response:

I'm sorry that you have experienced an issue with the vehicle after purchase.  All sales in the State of Wisconsin are AS IS with no implied or stated warranty.  A consumer has the option to have the vehicle inspected by a third party prior to purchase.  It does not appear that you did this or brought to our attention any issue with the vehicle prior to purchase.  I have spoken with the service manager and the general manager and they have both stated that the steering rack does not need to be replaced.  They stated that there is a noise coming from it and from a safety stand point, there is nothing wrong with it, however, there is a noise which is more of an annoyance issue.  If you would like to have the steering rack replaced, we would be willing to split the cost with you as a good faith gesture, however, we cannot agree to pay for the entire service as there is technically nothing wrong with the vehicle and the disclosure on the vehicle was filled out appropriately.

If you would like to utilize the 50% discount, please contact me to set up an appointment.

****** M. P*****, ********* *********

262-532-2016/direct


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** *******  I have had the jeep inspected by a mechanic. He told me the steering rack is fine. the noise is coming from the bent frame member. Russ Darrow was sent pix of this bent frame member and disregarded it. If they get me this frame part I will have my mechanic install it. My mechanic told me this part shouldn't cost more then $150. the frame part is located under the drivers side floor pan. If Russ Darrow has lost track of pix I sent I can resend them on request. As for the steering rack. I feel as though Russ Darrow was trying to get me to buy something I did not need. They told me to replace it and did not tell me I didn't really need it until I said they should pay for it. However I will be satisfied If I receive the frame part.   

 

 

Business Response:

I have taken your response and forwarded it to the Service Manager.  In the meantime, please forward the pictures to my attention at ****************************

Thank you,

******

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle from Russ Darrow Automotive Group on 7-19-14. The form for having the vehicle registered and plates transferred from previous vehicle were filled out. I paid for this in full at the time the car was purchased. I was under the assumption that everything was taken care of and I would not have any problems. About two weeks later or so I recieved a check in the mail from Russ Darrow in the amount of seventy-five dollars for "overpayment for license plates". I cashed the check thinking they had made a mistake and refunded me the overpayment. On June 23, 2015 I was stopped by the Menomonee Falls police department for driving a non-registered vehicle and was issued a $98.80 citation. I was confused because I thought the dealship had sent in the necessary paperwork for the registration of the vheile and the transferring of the license plates. When I looked at the title and registration I saw that the registration had expired on 8-30-14, less than a month after I purchased the vehicle.I thought the registration was good for one year, not just 42 days. I called the dealership multiple times and finally was able to speak to Scott F*****, business manager at Russ Darrow on Brown Deer Road. I explained what happened and all he said was that he was sorry that happened and offerd me a "free detailing" of my vehicle worth over $100.00 .I said no, I did not want that, I wanted a solution to the problem and why it happened. He told me that "someone" in the corporate office sent me the check. I told him now I have to have the vehicle re-registered, paying for it again, get new tags which I expeced to do anyway and pay for a citation that I recieved because they did not register the vehicle. Again I was told they were sorry, not once offering any kind of solution to the problem, but offered a "free detailing" again. I ais I would tell people about this and would not bring my vehicle back to them for service,EVER!!!I did not care for the SO WHAT attitude.

Desired Settlement: For them to pay for the registration of the vehicle and the citation I was issued because of them.

Business Response:

Thank you for contacting us in relation to an issue that you experienced after sale.  At the time of the sale, the renewal box was not checked for your registration that was expiring shortly after sale.  As such, when the deal came up to the corporate office for processing, they noticed that there was an overpayment and sent a check to you indicting overpayment of title and license plate fee.  A red flag should have been raised when a confirmation of registration was not received by you from the state.  On the other hand the box should have been properly checked at the time of the deal.

Did you pay the ticket, if so, please provide me with a copy of the citation along with a paid receipt.  If you paid the registration and go the ticket dismissed, please notify me of this as well.

I will await the documentation as requested.

Thank you,

Nicole P****** ********* *********

###-###-####/direct

7/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On march 19 2015, I bought a "new" used 2014 Mazda 3 from the Madison location. I initially found the car online it was listed as new with 3xx miles on it, year old hold over that had been driven a couple times, the price was right. I contacted the online chat sales person and made an appointment to come look at the car at the Madison location. When I arrived the car was as advertised and I bought the car for the online price. During the paperwork I learned that it was being sold as a certified used since they had to show it as sold to cook the books with Mazda corporate to get there full allotment of 2015 3s. Again no big deal, heck the certified used warranty is better that the new car warranty. The issue is that the car had been driven up from the Milwaukee location that day and the person that brought it up to Madison forgot to bring the spare key fob. Initially I left several messages with Matt B******** the sales person and Tom S*********, neither one would return my calls or e-mails. Then about a week ago the receptionist told me that Matt and Tom no longer work there and I would have to speak with Joe the used car manager. I have tried several times to call Joe, but he is always out or with another customer. The last time I asked to hold and wait. After 23 minutes he must have really not wanted to help because I was forwarded directly to his voice mail. I left a message with my number and it has been almost a week. I just want the spare key to my "new" car, it would probably take 10 minutes for someone at Russ Darrow Mazda to find it sitting on a pegboard or in a desk drawer, but that apparently that is a bridge to far for these clowns. They have my money so now I am no longer important .

Desired Settlement: Send me the spare key to my car

Business Response:

Thank you for contacting us regarding an issue that you experienced in receiving a second key for a certified vehicle.  As I stated on the phone, we will be providing you with the key and fob on Wednesday, July 22nd.

If you have any questions or concerns, please do not hesitate to contact me.

Nicole P****** ********* *********

###-###-####/direct

7/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a 2013 Dodge Dart (sales assoc./Libby Case) on 5-12-15. After delivery to our home in ******** the following day the check engine light came on. Contacted Libby on the13th about it. Said nothing to worry about it happens to Darts when they get wet. (Talked to ********* **** ###-###-#### Tomah and gave the vin # so he could check. No such problem ever that he could find, light should not come on for water.) Many texts to Ms C*** with always another excuse or explanation. the list of problems are: check engine light has come on 3 times-only 1 when it rained. broken sun visor, broken vent, a/c makes fan noise, chip in windshield repair failing-had checked by A&A auto repair. Said yes it had been repaired and is failing. *** ***** contacted the sales manager at Russ Darrow on 5-24-15. Told him that we just wanted to return the Dart and have this over with. I was told not possible, that they had already put money into the Dodge Ram truck (that I traded in on the Dart.) That we missed the window of 3 days to return the Dart for another vehicle. (Not the Ram Truck) then he offered to check out all of the inventory for another vehicle that might suit Kyle. Shortly after I was contacted by Nicole P***** of their legal department asking for my attorneys information. At this point he is in Madison until tomorrow. Also there was no inspection report for the Dart at all included in the purchase papers.

Desired Settlement: Just want to get this very bad experience behind me with a positive outcome of my truck returned.

Business Response:

I'm sorry that you are experiencing issues with the vehicle.  I spoke with your mom for a short time and she only stated that there was a check engine light issue, failure of chip repair and a faulty visor.  I was unaware of any of the other problems.  All vehicles are sold as is with no implied or stated warranty.  Warranties are available to purchase to help with repairs after purchase.  We do allow all customers a 3 day exchange and in your case since the vehicle was delivered to you, you would have had a 3 day right to rescind.  These timelines are very strict and cannot be changed.  As for the trade vehicle, if the car would have been returned within the 3 day window, we would have had to return the trade even if we did work to it.  Outside of the window, the truck would have to be purchased back through the dealership. 

After the conversation with your mom, her parting words were you will be hearing from my attorney.  I did ask her for the name of the attorney so that I could talk to him/her and go through the details of the purchase so that they could explain to your mom how a contract works, why this is not a lemon and what recourse she would have.

I would be more than happy to speak with you or the attorney going forward.

Nicole P*****, ********* *********

###-###-####

7/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Name is **** ***** I drove from Milwaukee to Madison to by a 2001 Chevrolet Camaro on March 11, 2015. When I arrived to the dealership the 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 the used car manager that this vehicle was inspected well and worth the money I paid for it $8000. On May 29, 2015 I contacted the manager thats 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 ###-###-####, 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

Desired Settlement: 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 wasnt inspected and the wright way and somethings were over looked, 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 wright 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 am sure if you brought 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 Keith M*******, when I brought this vehicle from this company your staff was happy to sale me this vehicle now can you make a cus

Business Response:

I am sorry that you experienced problems with your vehicle after the purchase in March.  All vehicles are thoroughly inspected and if needed fixed prior to sale.  We do notate any deficiencies if they are found by the service department if they are not a safety issue and we do not fix them.  However, if something is operating fine and there does not seem to be an issue, it is not notated or fixed.  All consumers have the right to take the vehicle they intend to purchase to a third party inspection.  These inspections will normally notate any issues that you may experience in the future, not necessarily something that needs to be fixed immediately.  All vehicles are sold as is with no implied or stated warranties.  As such, we are unable to provide assistance with the repairs that you had done to the vehicle.

Nicole P****** ********* *********

###-###-####/direct

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 4/13/2015 I spoke with a gentleman by the name of Tim at Russ Darrow Nissan of Milwaukee. I had inquired about a vehicle online. I asked if the vehicle was still in stock and he said it was. I told him I would be down on Saturday to try it and work a deal. I had asked him if Russ Darrow was a one price dealer and he said "No. You can come in and work your own deal." That Saturday my wife and I drove over 200 miles to test drive and purchase this vehicle. When I entered the dealership I spoke to a salesman by the name of Leaf. I updated him on the conversation I had with Tim and he brought up the vehicle to test drive. After the test drive I told him if we could get to terms on price I would take the vehicle today. He made me sign a paper stating that if we could get to a certain amount that I would take ownership. Low balling I put 14,000. I also told him that I had financing all set up and I just needed to work on the price. After this point the whole thing took a turn for the worse. I waited about ten minutes and he came back to me and said that "My Manager will not work on the deal because he doesn't have a commitment from you. You must have three to four thousand dollars down!" I told him I didn't have this much and he said "Because there is $500 cap cash on this vehicle we need to finance you through Nissan. Lets get your information and we will only run your credit when we work out a price on the vehicle." Verifying that he will only run my credit after an agreed upon price for the vehicle I agreed and he went back up to get numbers. As I was sitting there I received email alerts from both Credit Karma and Capital One stating that a hard query was ran against my credit and it was from Russ Darrow. I left it alone so I could work on numbers. Leaf came back and said that the price of the vehicle is 16,333 with the cap cash taken off already. I talked to him about lowering the price so I could obtain my total amount financed and thats when he became aggressive. He said that didn't have to do anything because this was the best selling vehicle on the market and was very vulgar in his conversation with me. At this point I started speaking aggressive. I told him that someone doesn't travel 3 1/2 hours not to be committed to getting a deal done. I told him there was nothing on the website that said anything about "Cap Cash" on a used vehicle and it was false advertising. I also told him specifically that he did not have my permission to run my credit until after price was agreed upon. He said, and I quote, "The moment you signed that application we can do whatever we want regardless what was said. You are from the business so you know!" He was referring to my discussion when I mentioned I had ten years in the car business. At that point I left. Still trying to get the vehicle we came for. We called and said that we would do it at the 16,333 and he said it was $500 more because of the "Cap Cash". I asked him to meet me and take the $500 off and he said he couldn't because it was through Nissan. At that point, any deal was off and I hung up the phone very upset.

Desired Settlement: I want to know that Russ Darrow will take action on this kind of behavior. I want to know that the Sales Manager(Leaf said it was his brother-in-law) and Leaf are both disciplined for this type of action. I was in the business for 10 years as a salesman, business manager, and sales manager and I have never witnessed anything like this before. This was just an act of rudeness for no reason. It cost Russ Darrow Nissan a chance to sell a car that day and it wasted my time and money with gas, mileage wear and tear and the 7 hours of driving that day. I had financing all set up and a down payment to obtain my goal and that was still not good enough. All I was looking for was a little cooperation and honesty from the get go which I did not receive. This is the true meaning of a dealership leaving money on the table. I want to know that this type of sales practice will not be accepted and I want to know that Russ Darrow will implement sales practices of this kind to protect future customers as well. I have a copy of the ad on the website which shows that there is no mention of cap cash or any other incentive at the $16,333 price.

Business Response:

I am sorry you had a negative experience at a Russ Darrow location.  This matter was brought to the attention of the ********** ******** who oversees all dealerships management staff.

Thank you for your insight.

****** ******* ********* *********

 

7/2/2015 Problems with Product/Service
6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently I had bought a used car from Russ Darrow. And that day I was please with their service, but then the very same day when I had to get gas I got it and the car wouldn't start. And I continued to have this problem so I called them to let them know and they told me to bring the car in and the would check it out. Then my engine light came on, after charging me for the diagnostics test to see what was wrong they had charged me to fix what was wrong when getting gas, the same problem the engine light was on, also they sold me the car that way, they should have told me the car had problems. So I go in to get it fixed and while the guys are working on my car they were also adding me on social media websites, very unprofessional and they would have had to snoop in my glove compartment to find my name. Two days after getting it fixed my engine light came back on, I went elsewhere in town, Russ Darrow is 60 miles away from me, they said it was a loose sensor from when they fixed my car two day prior. So I called to let them know and they told me to bring it back in, only to charge me again for THEIR mistake. The car was sold to me with this problem and I've been paying for it ever since and paying for their mistakes whereas the car was sold this way and should have been fixed before selling or for free after. They also were very pushy for me to purchase the warranty for the car, which I would have anyways, but the warranty doesn't cover anything that was wrong with the car.

Desired Settlement: I would like a full refund for all repairs since this was a problem from the day I bought it and they won't work with me to fix their mistakes and they shouldn't have sold a car that had a problem with the gas line valves. Especially not telling me there was a problem

Business Response:

I have reviewed your complaint and all requisite service history with the service manger and have come to the conclusion that the issues that you are experiencing with the vehicle are normal maintenance issues that can arise at any time with no indication of a pre-existing problem.  Prior to you purchasing the vehicle, it went through a safety inspection and we fixed, repaired or did the following: oil change, serpentine belt was put back on, replace air filter element and filter, electronic wheel balance, reattach rear window weather stripping and installed wiper blades.  You then purchased the vehicle on or about January 30, 2015.  Your first issue did not present until March 20, 2015, almost 2 full months and approximately 1500 miles after purchase.  If this would have been an issue prior to sale, you would have recognized it immediately upon driving the vehicle and or filling the vehicles gas tank.

I am sorry that you experienced an issue within a small window of time of purchasing the vehicle, however, all vehicles are sold without an implied or stated warranty.  I understand that you purchased a warranty, however, depending on the warranty purchased, it may or may not be a covered part.

Nicole P****** ********* *********

 

6/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In the month of June 2013, me and my wife went car shopping at the Russ Darrow Kia of Waukesha when we saw a 2006 Ford F-250 Super Duty Lariat Super Cab. We were introduced to a salesman by the name of Troy who seemed to be pretty professional. We finally got around to filing out a credit application and was approved. I test drove the vehicle and the truck seemed to drive well on the test drive. We were notified by Troy that he needed another form of documentation so that the financing can go all the way through, so we waited the next day to bring in the documentation and pick up the vehicle. After signing the contract and warranty information, we were able to drive the truck home. Here is where everything went downhill: When I drove the truck off the lot and onto the freeway, I got about 6 miles down the freeway and the oil pressure drops, transmission fluid spurs from the bottom of the truck, huge cloudes of smoke piles the air and path behind me the Truck then starts to shake violently until it shuts off and coast to the side of the freeway. I then Called Troy and tell him what just happened. He sends a tow truck out and has the truck towed back to the dealership, by this time the service department was closed, they tell me to leave the truck there and they will have the truck inspected by their service department. I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD?( Apparently not if that happened on the day it was delivered). The next day we were told that the truck was sitting on the lot for a while and just needs to be driven, so we drove the truck back home even though the truck still had the same symptoms. I finally took the truck back to Russ Darrow Kia and they concluded that the engine soylinoid was stuck open and clogged with sludge. I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD? They kept my truck for about a week and told me to pick it up. After about 1 week the symptoms started again but it sounded worse and like the gas engine was a diesel engine and the MIL light popped on. I drove the truck to Auto Zone to have it scanned, a CAM OVER RETARDED code showed. So while at auto Zone, I called troy and told him that the truck he sold me has the same problems and he had the truck towed back to the dealership where my truck was purchased. Once again I was told that the truck still needs to be driven and that its been sitting for a while. I then took the truck to a Ford dealer in menomonee falls to have my truck inspected. They called me back to inform me that the trucks needs ball joints, oil pan gaskets, u-joints all around, brakes rotors all around, and a front hub assembly as well as a new engine because the camphaser's and timing needed to be replaced due to starvation of oil supply to them. The Ford dealer also informed me that the engine has sludge in it. I told him that the vehicle has a warranty from fidelity warranty service and that it should be covered under the warranty. The Ford dealer calls fidelity and they sent an agent to inspect the truck which took about 2 days. I get a call from the Ford dealer and they inform me that the warranty will not cover the new engine replacement due to the fact that the engine was full of sludge but they WILL replace a needed oilpan gasket. I was thinking to myself, what good is it to have a oilpan gasket replaced with a non working engine? I did not have the vehicle 6 months so how could it have sludge in it. I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD. I called Bob at Russ Darrow Kia and he had the truck towed back to them. They finally called me back after a day or two to inform me that they will replace the engine.I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD. They kept my vehicle for at least 3-4 weeks. After they fixed my engine, i went to go pick up the truck after paying $110 deductible for the warranty coverage. As I was walking toward my truck, I noticed a leak underneath the vehicle, I tell Alex a manager that I do not want to except the vehicle back because there is a leak of SOMETHING underneath my truck, He tells me that "AFTER WE INSTALLED THE ENGINE WE SPRAYED DOWN THE WHOLE ENGINE WITH ENGINE CLEANER AND THAT IT IS STILL WET" I believed him. I drove the vehicle home and noticed the same type of puddle underneath my truck at home. I decided to drive the vehicle back to Russ Darrow Kia until it started the same symptoms again, come to find out they installed the wrong AUTOLITE spark plugs when Ford highly recommends MOTORCRAFT spark plugs due to the fact the the PCM only reads MOTORCRAFT plugs, and the truck did have a misfire as well as a improperly installed damaged water pump, After keeping my truck another week and a half, they finally inform me to pick up my truck. Almost a year goes by, my truck NOW is facing the same symptoms sitting at the Ford dealership in Menomonee falls. They inform me that my truck jumped timing and that you need camphasers, but that was also supposed to have been replaced with the new engine and the camphasers and sludge was the main reasons I needed a new engine in the first place. The sales invoice never showed that the mechanical problems I was having and I was never notified that the vehicle has an engine problem, I THOUGHT THAT THE VEHICLE WAS INSPECTED BEFORE IT WAS SOLD.The warranty did cancel out due to the fact that I did not agree with their services. As a note: I told the dealer that I did not want the vehicle due to the fact that a mechanical problem occured on the day of delivery. I am not satisfied and never will be by Russ Darrow Kia and Russ Darrow Group!

Desired Settlement: I would like Russ Darrow to cover the cost of the camphasers and timing due to the stress and pan and suffering of me and my family being inconvenienced by a non reliable vehicle that I feel that they misrepresented. I would also like Russ Darrow Kia Management reviewed and re-evaluated. I feel that the same mechanical problems that occurred should not of happened twice. I would like to be satisfied by some type of settlement.

Business Response:

I am sorry that you feel Russ Darrow sold you a mechanically challenged vehicle, however, we took responsibility for the issues you were experiencing and replaced the engine in your truck.  The repair that we did was a goodwill gesture and ended there.  Any issue that you have experienced with the vehicle is now a maintenance issue and we cannot be held responsible for any repairs that are needed.

Nicole P*****, Corporate Paralegal

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6/14/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2009 Nissan Altima of February 15. Also purchased the recommended warranty. On may 6th 15, for the second time since purchase, my car wouldn't start. The first time it was a fuel pump, covered under warranty. This second time it was a known issue with my yr/make/model of car but neither Nissan covered it as their extended warranty for this issue expired August 14 and it was not covered under my purchased warranty. This issue was not disclosed to me at time of sale not was it fixed while in dealership's possession. I feel as though I shouldn't be forced to pay the entire fee and the problem should have been rectified before selling the vehicle.

Desired Settlement: I paid $677.85 and due to the situation, I feel as though the dealership should refund half the cost, if not all the cost.

Business Response:

I am sorry that you are experiencing issues with your vehicle, but if the upgraded warranty that would have covered this part was not purchased or available to purchase, Russ Darrow cannot be liable to reimburse for a mechanical failure.  We sell all vehicles as is with no implied or stated warranty.  There are many known issues that occur with specific vehicles, however, that doesn't mean that we research every vehicles known issues and repair them.  If the vehicle was not experiencing any symptoms during the safety inspection then we would not arbitrarily fix it.

****** ******* ********* *********

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5/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I leased a car at Russ Darrow Nissan on the 09.30.14. My main priority in leasing this vehicle was for it to be AWD. My previous car was a loaded VW and I was willing to forgo all of those options to drive the AWD. I made this more than abundantly clear to my salesperson. And repeated on more than one occasion that this was what I was looking for. We settled on the Rogue Select and I verified with him, the professional, that this car indeed was AWD. When the car was delivered I asked again if the car was AWD as I didnt see a button to turn it on/off. He told me that it was always on and that I didnt have to worry about it. I trusted this person that I was getting what I was paying for.At my first oil change on 02.19.15. The service rep came out to go through a check list and said something about a FWD vehicle. I said no, I purchased AWD. He double checked & verified that it was a FWD. I immediately asked to speak to my salesperson, who was not available, but spoke to Gus the new car manager. He told me that he would relay the message to **** the salesperson. When **** called, I asked him What is the one and only thing I asked for in this vehicle? He replied that it was AWD and admitted he sold me the incorrect vehicle. He asked me to come in to the dealer to correct the problem.I went in, talked to the **** and **** the used car manager & they will not find me a resolution that does not involve me paying more for their mistake. They either want me to purchase a different older/used vehicle, lease a new model Rogue and pay more money or wait a year so I can be pre-certified to lease something else. This is a classic case of a bait and switch scenario. They let me drive a Murano for the weekend to see if I would pay more money to drive that car. I am on a budget and refuse to pay more money for a different AWD as they keep telling me that type of vehicle is more expensive. My response to this is that they sold me what they even thought was an AWD for what I am paying and now they want me to pay even more? I dont understand where the customer service is in this.I left the dealership without an acceptable resolution. The more I think about it the more wrong this seems. I called Nissan Corporate & filed a formal complaint. They told me they could not step in to do anything either as each dealership is individually owned and operated. They apologized for what happened but could not do anything to rectify the situation. It seems strange to me that the Nissan brand would not take this seriously and let their name be tarnished like that. My next step was to call the dealership back and this time asked to speak to the General Manager Nick. I had a meeting with him last week and he basically gave me the same run around. The only options he gave me were to spend more money on a different car or he could give install new options on the current car I am driving. I explained to him that the main reason I want AWD is because I had major surgery on my leg due to a cancer called soft tissue sarcoma. I cannot walk long distances and need the safest car possible. That is why I want to only lease a reliable new car with AWD, not purchase an older car. I also do not have any family in the area so again I need the most reliable car available to me. He offered to give me road assistance or heated seats in the current car, I appreciate this but again this does not correct the switching of what I purchased. I offered to just terminate the lease so everyone can just walk away but he said this was not an option.I have given them ample opportunity to do the right thing. This car was leased in good faith and this clearly has not been the case. Nick the GM, told me he would call me on the 11th as he was going to call corporate himself to see if he could get some input from them on how to resolve this. I am disappointed to say that he never called me and it seems like they are not taking this seriously and just hoping that I go away.

Desired Settlement: I would appreciate if Russ Darrow Nissan would give me the car that they said they sold me. I am not asking for the new body style or expecting more than what I negotiated. If this is not possible then I want to terminate the lease as I am not comfortable doing business with them. They do not take a woman seriously and do not stand by their word.

Business Response:

I am sorry if you feel we took advantage of you or provided you with a vehicle that did not meet your expectations.  It is my understanding after talking with the dealership staff that the vehicle you purchased was the vehicle you selected and would fit within your budget.  If the AWD was a necessary option, it is the customers responsibility to  make sure that the vehicle they are contracting for has all options equipped on the vehicle before purchasing an taking delivery.  The Monroney Label on the vehicle, put on by the manufacturer, specifies the options on the vehicle.  This vehicle clearly stated the vehicle was a FWD and not AWD.  Also, a customer has the right to ask for the title to the vehicle, which also states that the vehicle is FWD.  If you did not look at, read or request the documentation to assure that the vehicle was AWD, this cannot be attributed to the dealership.  In addition, there would be an emblem on the vehicle to indicate the AWD option.

Again I am sorry that you did not purchase the vehicle with all of your options, but Russ Darrow can not be held accountable for this.  You have the ability to end the lease early and or trade the vehicle in at any dealership to get into another vehicle.  If this is something you would like me to assist with, please feel free to contact me directly and I can schedule you an appointment.

****** ******, Corporate Paralegal

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Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *******

 

 

Consumer Response: I spoke with the paralegal representing Russ Darrow and the options that they have given me are unacceptable. If I choose to terminate the lease I don't believe I should have to incur the penalty fees. Russ Darrow should waive them. I can also stay in the car until the lease is up, but again, the car is not what I was told I was sold. Another option is to take the car to another dealer to trade it in, but again I would have to pay the penalties. From what the paralegal has told me, the staff at Russ Darrow is now saying that my purchase came down to budget. Which granted is a portion of any purchase, but they know full well that the only thing I was interested in was AWD. They are now saying that this was not the case. Essentially they are changing their story to suit their case. The paralegal has stated that now it is a he said/she said and there is not much else they can do because I signed the paperwork. I do take responsibility for signing that paperwork, but I was under the impression that car was exactly what I was looking for. I trusted the professional. He knew full well that AWD was the only thing I wanted. At this point the only thing I would like is to be released from the lease. We can all just walk away...I would like for them to waive the fees and never do business again with any Russ Darrow dealership.

Business Response:

I am sorry that you do not like the options as I have presented them to you.  It is not Russ Darrow that is charging you a penalty.  The penalty or negative equity that you have in the vehicle is from the terminating the lease early.  As I have previously stated, we are not liable for you not properly looking over the vehicle's options.  If there was only one option that you were concerned with then prior to signing the contract which binds you to the purchase, you should have reviewed the manufacturer label that is put on every vehicle and/or you should have read the paperwork more carefully.  You even stated on the phone that there is an emblem that is located on the back of the vehicle, which you noticed prior to delivery was not there. 

****** ******, Corporate Paralegal

Consumer Response: I appreciate Ms. ****** finally getting back to me, but she incorrectly states that I noticed the emblem on the back of the vehicle was not there. This was not brought to my attention until my first oil change. When I was told my vehicle was front wheel drive. I had no idea it was supposed to say that as I was assured that the car was in fact All Wheel Drive. Again, I understand that I signed the paperwork and I take responsibility but am underwhelmed and disappointed by Russ Darrow's stance on this. The least they can do is waive the penalties and we can all walk away. They had every chance to make me a life long customer but their customer service and accountability is completely lacking. They have now indeed done the opposite. I will never go back to their dealer to purchase or lease a vehicle, nor will I ever recommend anyone to go there.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *******

 

 

5/11/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Mazda Speed 6 from Russ Darrow Kia and it broke down on me on the way home and I got it to an ******** like the salesman **** **** told me to do and I paid for the part myself. The car then broke down again 2 days later due to pcm failure. They towed it in and "fixed" it so I drove all the way there to pick it up only to have it break down again on the way home. They towed it again and had there superstore in ***** *** ** "fix" it and when I drove all the way there to pick up the car I drove it around for a little while to mAke sure it was good but after just barley getting close to home the car broke down again. This time they had the car towed to ****** ******* ** ***** *** and apparently told them to "get the check engine light off and running" said the guy at *******. I got the car back and this time it lasted about a week and it broke down again. Now Russ Darrow is saying they made reasonable effort to fix the car and won't fix it anymore..

Desired Settlement: I just want them to take the car back because **** **** had said if ******* couldn't fix the car the would entertain giving me my money back but I guess that wasn't his call. Still unfair to me.

Business Response:

As stated on the phone to you yesterday, you purchased a as is used vehicle with no implied or stated warranty.  A consumer has the right to have a third part inspection done of any vehicle they are interested in purchasing.  You chose not to have this done and as such you signed a contract and took delivery.  In the State of Wisconsin there is no 3 day right to rescind nor is there any stated warranty that a dealership must provide any service on the vehicle free of charge under any circumstance.  You had an issue with the vehicle immediately after taking delivery which we tried to rectify.  We thought the fix was successful and then something else happened.  You again brought the vehicle back and we fixed another issue that presented itself.  As you stated you drove the vehicle around and thought that it was also fixed just to have it break down again.  Obviously what we had done did not fix the issue and as such we sublet the vehicle to a third party that specializes in these types of sport vehicles.  They found the cause and fixed the issue.  Since taking delivery Russ Darrow has covered every issue you have had with the vehicle with no money out of your pocket.  After the third party vendor fixed the vehicle it was in working order for just over a week and then you experienced another breakdown.  At this time since ****** ******* was the last company to fix your vehicle you will need to contact them to try and rectify the issue that you are experiencing.  The contact name is ***** and he is willing to work with you.  That is not to say that they will be providing anything free of charge but they are a reputable company that stands behind their work.  Also, as you know after we paid for the last repair you signed a statement indicating that you understood that any problems after that invoice would be your responsibility and Russ Darrow would no longer be participating in any aspect of any repair unless it was paid for by you. 

I understand and an sympathetic that you do not have a working vehicle and that it is causing a disruption in your life, but Russ Darrow did not force you to pick this vehicle and we did not force you to sign a contract and take delivery.  All vehicles as you know can have issues at any time with or without warning and sometimes the issues are intermittent and there is no way to diagnose the underlying issue without fixing the obvious issue first. 

As stated to you on the phone, I will help you in any way that I can, but I cannot offer to fix the vehicle free of charge again.

****** ******* ********* *********

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5/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a brand new Kia Sorento on January 31, 2015 which I advised the salesman at the time we expected our $500.00 gift card from Russ Darrow Kia. He stated because we did not trade in a vehicle we did not qualify. I pulled up their website in the show room and showed him the verbiage clearly indicated we did. We went around and around and he said no. We had already spent over 4 hrs. in their building with a * yr. old and I did not want to argue anymore but felt my next recourse was to contact the lender/Summit Credit Union as well as the ***** *******, **** ** ****** which I did. He apologized that I was confused but I am not. The wording said you qualified with "a new car purchase OR lease and trade-in which ours qualified under the 1st (new car purchase); not the or qualifier. I believe this to be false advertisement and I feel they should have to comply with what they offer. I saw this same add on television as well as on their website.

Desired Settlement: To receive the $500.00 gift card be mailed to us immediately.

Business Response:

I have received and reviewed your complaint and the advertisement.  The advertisement is clear and concise citing the correct language.  It states that if you purchase OR lease a vehicle AND trade in a vehicle then you will receive a $500 Gift Card.  You purchased a vehicle but did not trade in a vehicle so you are not entitled to a gift card.  The OR and AND words between the types of purchases and trade in are very specific.  Since there are two types of purchases, a retail and a lease we have to say OR in between those two words and since you also have to trade in a vehicle we have to use the word AND.

I am sorry that you may have misread and or misinterpreted the language however you will not be receiving the gift card as you did not trade in a vehicle.

****** ******* ********* *********

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Consumer Response: Please see current promo. I am having difficulty sending it and attaching to this form.

Business Response:

Attached you will find the current promotion which was exactly what was advertised at the time you purchased your vehicle.  We have not made changes to this advertisement since the date of inception.  As you can see it still states that there has to be a trade in.  We are not trying to get one over on you nor are we advertising something that we don't give to all customers who fall under this category.  You are plain and simply misreading the advertisement.

I'm sorry that you feel you are entitled to the gift card, but you did not  meet the qualifications.

****** ******* ********* *********

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5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 2006 Kia Sedona was towed to Russ Darrow, they advised I needed to replace the Valve Cover Gasket as it was leaking and would short out the Alternator, and to replace the Spark Plugs while the Valve Cover is off. They also said the Front Brakes Pads and Rotors are worn out and need to be replaced The Date was 2/11/14 Mileage was 130265. Total Charge was #1119.68. Also their where a lot of recalls on the Vehicle and they did not have the time to do them.On 2/20/15 Mileage was 140942. My car quit running at it was towed to ***** *** **** ***** ******* ******** ** ***** Phone ####-###-####.I was informed the Valve Cover Gasket needed to replaced as it was leaking on the Alternator and caused the alternator to stop working. They replaced the Alternator, Spark Plugs.They also replaced the Front Brake Pads and Rotors as they were shot at 10,000 miles.The Price was $1778.67 for the work.They also did all the Factory Recalls: Rear Larch Replacement, Front Coil Spring Replacement, Lower Control Arm Inspection. Heater Pipe Replacement, Rear Control Arm Wax and Undercoating.

Desired Settlement: I feel that Russ Darrow did not do the work they billed me for as the Valve Cover Gasket should not be leaking which caused the Alternator to short out or the Front Brakes and Rotors be shot at 10,000 miles one year later. Why could they not perform the factory recalls? I want them to refund me the Price of the Work they said they performed which is $1119.68

Business Response:

I am sorry that you are having issues with your vehicle, however, as you may know anything can happen at any time even after a repair has been made to a vehicle.  This is why some parts come with warranties because the part itself can be defective or the vehicle could have an underlying condition that renders the parts inoperative sooner than it should.  As in your specific case, the rear brakes were actually replaced.  The repair order stated that the front brakes and rotors were replaced, but this was a mistake that was typed in by the service advisor.  The part numbers used on your vehicle in relation to the brakes were actually rear brakes.  Your front brakes did not need to be replaced at the same time as they were still within normal operating specs.  As for the open recalls on the vehicle, I cannot tell you for sure why these were not done during the service.  The handwritten notes on the repair order by the tech seem to indicate that we would have had to keep the vehicle longer than you would have liked at the time.  None of the open recalls were safety related so they would have been able to be done at a later date.

Again I apologize that you feel we did not repair your vehicle, however, this is just not the case.

If you have any further questions, please feel free to contact me directly.

****** ** ******* ********* ********* *******************

Business Response:

Russ Darrow does not charge a customer for a service that they do not perform.  As such, we performed all work as requested and will not be reimbursing for anything.  As for the front brakes and the typo on the work order, I am sorry that the technician who imputed the information made a mistake, which I do not consider to be Bad Business as you stated.

****** ******* ********* *********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]If you truly did replace the Valve Cover Gasket how come in 10,000 Miles it failed ?  What is a time frame you would warranty the work? 

I would never refer or bring my Cars to any of your Service Centers. I still feel that you screwed me by not DOING THE WORK I PAID FOR.

In this case I guess seeing how I am dealing with a paralegal instead of the Service Adviser who did the work order YOU WIN.

It is sad when you cannot trust anybody any more.

Regards,

******* *******

 

 

5/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a vehicle on 3/2/2015. A week later the check engine light pops up and the vehicle is shaking when reversing. There is also a delay when trying to accelerate. Sales person was called and gave the "As is" speech. At week two the vehicles passager side window stopped working and wobbling and acceleration problems are worse. Sales person called again and given the " ***** is" speech. These are the problems with the vehicle. Now here is where the misrepresentation comes in during our whole transaction we were not notified nor was it on the buyers guide that the vehicle had a rebuilt engine. We had found this out by going through the vehicles owners manual. The dealship had access to this information well before. And it was not represented and the car was falsely advertised by the company. We would have not purchased this vehicle if they disclosed such important information.

Desired Settlement: Refund our money and return the vehicle

Business Response:

I cannot seem to locate a transaction under your name.  Could there be another party on the paperwork?  Also, which dealership did you purchase the vehicle from?

Once I receive this information I can be more specific as to what if anything we can do.

However, I will state that in the State of Wisconsin, we do not have to notify if there is a rebuilt engine as long as the part is in working order with no defects at the time of the safety inspection.  Also, the AS IS clarification is not just a speech, but a disclaimer that is printed on the sales contract for every used vehicle sold.  If there is a problem with the vehicle that started shortly after the time of sale, we as a company will look into it, but there is no guarantee that we will take care of the problem 100%.

As stated above, once I get the information so that I can locate your transaction, I will be able to talk more specifically.

Thank you for your cooperation.

****** ******* ********* ********* *******************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Yes that is not proper disclosure if your are resenting a vehicle to have 116000 miles but it really has over that amount by thousands of miles.  This affects the value of the vehicle. And does not represent what Russ Darrow has sold. It was not disclosed they don't know the true mileage on top of this vehicle having its engine replaced. 

Regards,

************** ***

 

 

Business Response:

Since you are still not understanding how this works, think of it this way.  If you purchase a vehicle with 100,000 miles on it and the last odometer reading that the State of Wisconsin has shows 100,000 but then you put a rebuilt/reman/salvage or new engine with only 50,000 we would not roll back the odometer to match that reading.  So I see what you are saying but it is not the way it works.  Disclosing how many miles on the vehicle is based on the odometer and not the engine in the vehicle.

****** ******* ********* *********

4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a 2010 jetta from russ darrow Mazda and on the drive home from the dealership I noticed that the heater was not working properly and the rear turn signal was not operational and the left turn signal in the side view mirror was verry dim I made russ darrow aware of this immediately the salesmen told me to come down the next day to have it repaired. I called him the next day and he said he talked to the service department and they would stick around slightly late to accommodate my schedule I drove to the dealership only to find out the service department personal left 2 hours early that day. I called the following day again spoke to the service department and was told we don't want to work on it and I was told to call the local Volkswagen dealer set an appointment and that russ darrow would approve repairs. It took me a week to get an appointment at the VW dealer and had told drive with no heat for that week I left the car at the VW dealer for one week while calling russ darrow once or twice a day and never reciving a call back. After one week with out the car I picked it up from the VW dealer still with no heat the third week I had the car I called the russ darrow service department the sales person I purchased the car from the dealers General manager never 're living any calls back when messages had been left I them called and told them I need to speak with someone about returning a car this finally got some attention I spoke with a man named **** and informed him I had place a hold on my $2000 Down payment check until the matter is resolved he informed me he would do some "Research and speak to corporate" and call me back that day which I made him repeat to me no less than 3 times and never received a call back untill 4 days later from another man I have never spoken with before he asked me if there was a reason I canceled my down payment and I explained him the situation that I'm going through and again was told I would receive a call back that same day again I asked him more than once if he would call back that day to which he assured me he would I at this point I have not heard anything back from anyone

Desired Settlement: I expect the heater to be repaired I expect the mirror turn signal to be replaced and I expect a personal aapology for the poor way I have been treated during this matter

Business Response:

I have spoken with the dealership staff and they stated that they had agreed to participate in the repairs up to a maximum of $500.  The vehicle was purchased in a used as is condition with no implied or stated warranties.  If there was anything that you found during the test drive or as part of an independent inspection (if you chose to do one) then any issue should have been brought to the attention of the sales/service staff before contracting for the vehicle. 

As such, I will still agree to pay up to $500 for any repairs that are needed.

If you would like to accept this offer, please contact me directly.

****** ******* ********* *********

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4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to purchase a car and placed $1,000 as a down payment and had to come back with more down payment to write a FULL contract to purchase. I ended up purchasing the car at another dealer and now Russ Darrow will not refund me the $1,000 i placed as a down payment to just HOLD the car at their dealership. It was only 1 day later that i called them and said i no longer wanted the car from them and couldn't provide the rest of the down payment and wanted my $1,000 back. i have the reciept they took my $1,000 and then i would have had to come back with the other amount to PURCHASE the car but called them one day later that i wasnt coming back....they have ignored my calls and put me on hold for hours and send me to voice mails and i have never gotten a call back. this has been 3 weeks of a run around and all i want is my $1,000 deposit back!!!! t

Desired Settlement: want my $1,000 down payment refunded to me ASAP PLEASE

Business Response:

I am sorry you had such a tough time getting your deposit back.  It is my understanding that you received and deposited the check on March 18, 2015 as I have a cancelled check with your signature on it.

****** ******* ********* ********* *******************

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I bought a 2009 GMC Acadia from Russ Darrow approximately one weeks ago. We were told that their used vehicles go through an extensive process and check-point system to ensure they are selling you a quality product. Upon taking the vehicle home we noticed that the roof had a large dent in it. Although we were not pleased by this it was in an inconspicuous location and thought that it would not interfere with the vehicle's reliability. However, after a weeks worth of driving another portion of the roof has now caved in. It appears that Russ Darrow did a "quick fix". When we called to find out what the next steps would be I was put in contact with the ******* ******* of the store, *** ******. After explaining the issue he laughed at me and said that they would do nothing to fix the problem. When I stated that he didn't have good costumer service he said "this isn't ******** or ******" and that because I was making him angry he didn't have to speak to me a respectable manor. When I told him I would be filing a formal complaint he hung up on me.

Desired Settlement: I would like to come to some sort of agreement about the roof of the Acadia that we purchased as well as know that the ******* ******* of the ******** location has been formally reprimanded and embarrassed for his tackless behavior.

Business Response:

It is my understanding after speaking with your husband, that there has been a mutually agreeable plan of action at this point.  I will be in further communication with *** and if anything else can be done, I will deal with him directly.

Thank you for brining this to my attention.

****** ******* ********* ********* *******************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

       Unfortunately we have not come to a mutual agreement on the matter and I have been further insulted and infuriated by the Russ Darrow Corporation. After filing the complaint with Russ Darrow I found out that the manager and assistant manager at the ******** location not only lied when they "created" a transcript of our conversation, but also were insulting and discriminating against me as a pregnant woman. I had never even mentioned in any of the conversations that I had that I was pregnant, yet they claimed that I said "I'm pregnant and you are going to do what I want". They made many more statements like this where they not only inflated the truth but completely lied about what I had said. As a pregnant woman I could tell that they were trying to make me out to be this crazy woman. The only time I had ever mentioned being pregnant was when I purchased the car and said that I needed to go home to rest, as I was pregnant with twins and my doctor prefers me to put my feet up.  The fact that they brought this up after the fact is insulting to me as a woman and I feel as though I have been discriminated against.

      As part of our original agreement this past Sunday we dropped our car off at Russ Darrow where the body shop was supposed to evaluate the dent and inform us of the next steps. However, we heard nothing from the body shop or the manager about our car. Although my husband called more than three times a day trying to find out the progress no one returned his call. It wasn't until Wednesday that we heard from their legal department that they decided that they will do nothing about the dent. They did not even attempt to rectify the situation with us and only put us out more by having our vehicle sit at their dealership for three days.  Later that day the body shop called and asked when we were picking up our car as it had sitting for three days, although no one had ever attempted to call us or return our calls. We plan on taking legal action in this matter.

Regards,

******* ******

 

 

Business Response:

I am sorry that you feel you were treated improperly and or discriminate against at the dealership, however, after speaking with your husband, he did not deny that this did not occur.  We are not in the business to create and cause conflicts.  There was an issue that arose with your vehicle that you feel was caused by Russ Darrow.  We have video footage of the vehicle while we were fixing an issue which clearly shows that the vehicle was not harmed.  Also, when I set up the appointment for you to bring the truck into the body shop, it was never a all day estimate scenario.  It was set for a one hour time period and I never heard from either you or your husband regarding the vehicle still being at the shop.  The body shop called me to let me know that they still had your vehicle and didn't understand why.  The General Manager of the dealership personally apologized for not getting back to you as well.

As you are aware, a family friend called and spoke with the President and we have agreed to participate in the fix as a goodwill gesture, not because we caused the damage. 

I consider this matter closed.

****** ******* ********* *********

 

4/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2000 Toyota 4Runner on November 8, 2014. I purchased the vehicle with a Maintenance Contract of which I paid $320, and Gap Insurance, of which I paid $895. One to two days later I returned to the dealership to cancel both of these contracts, and signed the paperwork to do so with ****** (***) ******, the Financial Manager who assisted me with the sale. On January 12, 2015 I inquired about the refund via email to ******, and he assured me that the paperwork was turned in. I then inquired again about the refund on March 12, 2015, and he again assured me that the paperwork was turned in. Contact was made with *** on March 20th and 21st inquiring about the refund and sending a copy of the loan bank statements verifying that the refund had not yet been paid to the Landmark Credit Union (LCU) account that held my loan. On March 26th *** told me that he would have proof by the following week that the refund was paid to the LCU account, but due to a family emergency I received a followup email on April 3rd saying he would get the information to me the next day. On April 7th I again inquired of *** asking about the status of the refund, and received a reply that $810 would be deposited to the LCU account at the end of May, of which I responded to him that $810 was not acceptable, and that I wanted a full refund of $1215. *** responded within 30 minutes saying that the Maintenance Contract refund box wasn't checked off but he would correct it so that I received a full refund of $1215, but again at the end of May.

Desired Settlement: As of tomorrow, April 8, it will be five months since the purchase of the vehicle and about the same amount of time since I first signed to papers requesting a refund of these monies. I am requesting an immediate refund of $1215 either to myself personally, or to the LCU account as I was told the money would be refunded to. I don't think it is right that I now have to wait until the end of May for that refund as I have already waited 5 months.

Business Response:

I apologize for the delay in cancelling out the warranties.  I have a check in my hand that will be sent to Landmark Credit Union in the amount of $1232.92 tomorrow.  You should see the payment reflected in Landmark's records within 3-5 business days.

If you need anything further, please do not hesitate to contact me directly.

****** ******* ********* *********

###-###-####/direct

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

**** **********

 

 

 

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I drove to this ******** store from ********** ** to test drive a car we found online. We chose this dealer because I had pre-approved financing through ******* *** and this was one of the qualified dealers. After test driving some cars we decided on the one that we were interested in buying. As we were looking at vehicles I explained to the sales woman that I did not want to run out of time because I did not want to have to come back a second time. I completed a credit application, which was necessary even with my pre-approval so that the proper disclosures can be included in the sale. Although the sales woman said that we would have plenty of time at first, when it came to getting the paperwork done so we could purchase the car she said that we did not have enough time because the banks closed and that we would need to come back. She requested that we put a $200 deposit to hold the car. At that time I asked if I changed my mind on the car would the funds be refunded and she said yes, it would not be a problem. The sales lady ***** was supposed to call my husband to verify the details and that everything was all set. Per her telephone conversation with my husband she said that I would need to pay a bill that was in collections before anything would go through. My husband also talked to a man named ***** who worked in finance and he told my husband that the loan which I had been pre-approved for would require a 20% down payment and rather than using my pre-approved financing he ran my credit through 12 different lenders resulting in a drop in my credit score without even discussing it with me. When I attempted to contact their office to question if I could settle the account in collections since it was a bill I had disputed I was unable to reach anyone, apparently there is only one person there that is capable of helping or answering any questions. I decided to pay the bill in full so that it would not cause any problems later. On Saturday, March 21st I again called their office to attempt to get some information, including an estimate of the monthly payment and the total amount I would be financing but ***** the saleswoman was not able to provide this information. She claimed that I would need to talk to *****, she also said that they only made one hard inquiry to my credit file. I explained to her that I was concerned about driving down there without the details and requested that ***** call me back with the additional information. While I waited for *****'s call I also called CapitalOne and talked to a representative there who told me that there is no down payment required and that if the dealer was going to make additional hard inquiries to my credit file they should have discussed that. By 2:30pm on Saturday ***** still had not called me so I called and again talked to ***** who once again was not able to help me and told me that ***** was unavailable. At that time, I told her that I would like my deposit refunded so that I can take my business elsewhere. She then put a sales manager on the phone. I believe his name was Gustafon or something of the sorts. He told me that they were too busy to help me because is their busiest day. I once again requested a refund of my deposit due to their shady was of doing business and lack of customer service. On that phone call I was told that my refund would be completed on Monday when they were less busy. Naturally, when Monday came I did not get any word from them regarding my refund. Finally, on Tuesday ***** called me back, at that time he still refused to give me the details I was requesting, such as interest rate and monthly payment stating that it is against the law for him to give that information over the phone. I explained to him that I simply want my refund of $200 returned to me. He said that they would not be able to refund my deposit until I came down there and signed a paper stating that I was not going to purchase that car. I asked if he could just mail me the documents so that I can sign them and mail them back to him so that he can issue the refund and I can save myself the hassle of driving down there and having to deal with these difficult people any further he said that he cannot do that because it is not the way the process works. I explained to him that it is hard for me to find time to come down there since I work full-time and go to school, etc. but I took his email to contact him and let him know when/if we decide to go down there.

Desired Settlement: I would like my $200 promptly refunded, since I was already told that this was going to be refunded to me on March 23rd. I would also like 11 of the 12 hard inquiries removed since they were not discussed and the number of inquiries was incredibly excessive especially considering I had pre-approved financing. I would be happy to sign documentation stating that I do not wish to buy any vehicle whatsoever from this business I have already purchased a similar vehicle from a different dealer who was much easier to work with.

Business Response:

I apologize for the issues that you experienced while trying to purchase a vehicle.  I have refunded your deposit as of today's date and you should see that back on the VISA you used within 48 hours depending on your banks procedures.

As for the inquiries, I will have a form sent to the address on file for you to fill out and return to me so that we can start the process of having this matter deleted.  This is not normal course of business and it does only technically hit as one hard inquiry, but it does list all banks associated with that one inquiry.  However since you did have pre-approved financing, which we normally can beat, I will offer this as a one time customer courtesy.

If you have any questions, please feel free to contact me.

****** ******* ********* *********

*******************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

***** ******

 

 

 

4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a right rear window motor for a 2009 nissan cube from the dealer's website http://nissan,dealerdirectparts.com. The window motor that I received for the right rear door did not fit in the same manner as the part that I was replacing. The only way that it would fit was upside down from the way that the original part mounted. When it was mounted like that the window motor and the regulator would not mount back inside the door properly. At this point I realized that I was obviously shipped the wrong part so I submitted the RMA form on the website as instructed and this morning I received a response back that they do not accept returns on electrical parts. As I already had the door apart on the car I made several phone calls and was able to find the correct part in my local area at a higher price and finished the repair. The motor is still brand new, unused, and I have all of the original packaging. I do not understand why I should be penalized for a mistake that the dealer made in shipping me the part.

Desired Settlement: I will like to return the part and receive a full refund.

Consumer Response: On Wed, Apr 8, 2015 at 12:49 PM, ***** ****** ************************ wrote:

Complaint ******** has been resolved. Please close it.

Thanks,

***** ******

4/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Went to purchase a 2015 Mitsubishi Outlander and online it offered a $3500 customer rebate that the dealership will not honor. They need someone who is to monitor the website closer and not just try to say we have a vague disclaimer. The incentives have been updated at least 2 since I started my search with this dealership

Desired Settlement: If the incentives are not available for consumer use remove them from the website. If you aren't allowing them on top of the "sale price" I should have been made aware of that when I called and spoke to the sales associate. Not after an hour plus trip to the dealership

Business Response:

Thank you for brining this to my attention.  I have dealt directly with the DOT Investigator who you also filed a complaint with.  It is my understanding the complaint was closed with no further action by the DOT.  I have since spoken with the Management team at the dealership and they have stated that the pricing that you were given was including all applicable rebates and sale price.  It sounds as if there was a question about one rebate that you thought you should receive, but it had already been included in the sales price of the vehicle.

****** ******* ********* ********* *******************

4/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In 2008 I purchased a vehicle from Russ Darrow Group (Madison Kia). At the time of the purchase I did not opt in to receive any unsolicited emails. In fact the sales person reassured me I wouldn’t receive any such emails. Immediately after the vehicle purchase, the “spam” barrage began. 4 years of “unsubscribing” via the add web links were unsuccessful. Finally, I reached someone in corporate advertising who, did remove me. All was “quiet” for about 2 years. On 01/31/2015 the “spam” resumed. I responded to the email address in the first add and asked that service manager to forward the matter up his chain and delete me once and for all. Indicating that I expected a reply when that had been accomplished. That email and a follow-up email went unanswered and the “spam” continues.

Desired Settlement: Request a written apology from the corporate manager for the harassment and infringement of privacy. I expect reassurances that my email address will finally and forever be dropped from all data basis. That my email address will not be retained, sold, or otherwise conveyed. That I will never receive any type of email or other offer from Russ Darrow Group or any of its subsidiaries.

Business Response:

I apologize for all of the uneventful tries at removing yourself from our many databases.  I have instructed three people who handle various systems without our Group to remove you completely from any and all databases that we keep.

If you have any issue within 30 days of this response, please contact me directly at **************************** and I will follow up immediately.

Of you can call me at ###-###-####/direct.

****** ******* ********* *********

4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a vehicle on October 28th, 2013, from Russ Darrow Group, in West Bend, Wisconsin (**** ** ********** ******* **** ***** ** ************). ******** * ******* ******* was ***** ******. My wife ***** was witness to the following events. Mr. ****** told me that due to my being self-employed and a lower credit rating, the only way I could obtain financing was for me to go through “Smart Payment Plan”, which would debit the payments from my bank account. Mr. ****** told me “Smart Payment Plan” was in conjunction with Chrysler Credit. I had asked him how “Smart Payment Plan” got paid, he told me they were funded by the lender, as it was in the lender’s interest to get their payments on time. He also told me the plan would reduce the number of months of repayment, saving me money on interest. I had clearly asked Mr. ****** if I could cancel the recurring payments at any time, and he assured me that yes, I was under no obligation to keep paying through this service, and there was no charge for canceling. Mr. ****** asked me for my bank routing and account number and wrote it down, saying this was all he needed to start the plan. I proceeded to sign many vehicle purchase forms, but there NEVER was any contract or form for this “Smart Payment Plan” (which I was lead to believe was a branch of Chysler Credit, not a 3rd party company). After my vehicle purchase, I only received one initial statement from Chysler Credit in the mail, and a payment schedule from “Smart Payment Plan” via e mail. On March 2nd, 2015, I decided to call “Smart Payment Plan” to see what the balance on the loan is. An agent answered on a “speaker phone”, kind of carefree and unprofessional. He gave me my account number with Chysler Credit (as I had not gotten any statements from the lender, which leads me to believe “Smart Payment Plan” either intercepts these, or told Chrylser Credit I did not want statements? What kind of sneaky tactic is that?). As this operation now seemed “fly by night” to me, I inquired about canceling the payment service with them. The agent told me there is a $25.00 “per month you have outstanding on the loan” cancellation fee, and if I canceled, I would be charged $1200.00! He also told me “it’s not our fault, the dealer should have told you this, we get this all the time!” I was also told this was the terms of the contract, to which I said “what contract?” The agent told me he had a copy of it in front of him. If you go to the “Smart Payment Plan” website, at ww.smartpaymentplan.com, it clearly states “If you are not completely satisfied with our service, cancel anytime. We guarantee your loan / bill payments are on time. We guarantee your satisfaction” AND MAKES NO MENTION OF CANCELLATION CHARGES. Additionally, the agent I spoke with told me that I CANNOT cancel or change a debit payment, however, their website states “Call us more than 3 days (or 72 hours) before a scheduled debit. Just all us, and we’ll reschedule or stop your automated plan. You’ll need to make payment to your lender on your own. You can stop or restart the program at any time” AGAIN, MAKES NO MENTION OF ANY CHARGES. Now I received my so-called “contract”, of which I HAVE NEVER SEEN NOR SIGNED!! It has some bogus “electronic signature” on it. THIS IS FRAUD. I never authorized this, nor received a copy of it. I SIGNED AT LEAST 11 DOCUMENTS THAT I HAVE COPIES OF, DON’T YOU THINK THAT IF I SIGNED FOR THIS I WOULD HAVE A COPY?? I also have an “Acknowledgment of Receipt of Documents” official form, and this supposed “Smart Payment Plan” contract is not on this list! I was SHOCKED to see that I was somehow charged a “Lifetime Enrollment Fee” of $399.00!! I was NEVER told this, never authorized this, never purchased this. This must have been “buried” or “hidden” in my motor vehicle purchase contract somewhere! Additionally, I am being charged $1.95 per debit, when I was told this was a “free service, and could cancel at any time”. This company needs to be investigated for fraud and false advertising. I will be forwarding my complaint to the Attorney Generals in both Florida and Wisconsin, as well as the BBB, and the Federal Trade Commission (which appears to have opened an investigation on this company already.)

Desired Settlement: Refund of $399.00 Lifetime Enrollment Fee, refund of any other monthly fees. I would also like Russ Darrow to make a legitimate effort to find me refinancing on my vehicle as they had promised (not just call one credit union, tell me I was denied for credit, and then try to sell me a new vehicle, which is what they did).

Business Response:

I am dealing directly with a DOT Investigator regarding this matter since you filed a simultaneous complaint with the Wisconsin DOT and in an effort to make this matter resolve quickly I will respond through the other matter since there is a mediator that represents the interests of both parties.

If you have any questions that I can handle directly, please feel free to contact me at ###-###-####.

****** ******* ********* *********

4/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter and I came to the Kia dealership in April of 2014 to get information on buying a car. We were very hesitant on purchasing the vehicle because I am a single mom, and my daughter had no credit. We are both very upset with how Kia (**** **** and ****) misled us by telling us we would have no problem refinancing in 6 months and I could take my name off of the loan. That was the selling point of purchasing the 2011 Kia Forte. **** told me that my daughter would establish a good credit score. He later told me that he checked and it was around 700. Well, the credit info I received for Kristin had a score of 640. I contacted Kia 4 times regarding the refinancing. **** said that he would talk to finance and we would receive a call the next day… we did not. I called the following Monday and left a message…no reply back. I called again on a Wednesday and left a message for ****…no reply back. I finally got a hold of **** and he promised he would have an answer for me the next day. He did call back and told me there was good news and bad news. The bad news was that First Merit would not refinance, the good news was that he was certain other financial institutions would refinance. I have contacted 4 other institutions to see if we could refinance, and we cannot!! After getting this information, I emailed a sales manager at Kia explaining my situation and how upset I was with Kia. I never heard back from him. Russ Darrow's staff should not be in such a hurry to sell a car before knowing the facts! They really put us in a bind. I have a vehicle with 220,000 miles. Because I cannot get my name off of the loan, I most likely will not be able to get another car loan. My daughter works part-time and all of her money that she earns goes towards the car. I feel that Kia took advantage of me and my daughter by pressuring us and making it sound like we would be able to refinance/get my name off of the loan-no problem! Kia has great customer service when you come in the door, but really don’t seem to care about their customers after the sale. I will NEVER buy another vehicle from Russ Darrow and will also spread the news about how HORRIBLE their customer service is! I contacted Channel 3000 Call for Action and they have also tried several times to reach **** ***** and he is never available to take their call. I also sent a letter to the president of KIA (which I found out is in Korea) letting him know of my issues.

Desired Settlement: Find a way to have my daughter refinance the car and remove my name from the loan.

Business Response:

I apologize for all of the running around and unanswered phone calls throughout this time period.  I just spoke with the ********** ******** of Russ Darrow and the ******* ******* of the location in which you purchased the vehicle and it is my understanding that the GM **** ***** will be calling you shortly to see what we can do to help the situation.

Thank you for your understanding.

****** ******* ********* ********* *******************

3/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I arrived at the dealership around 12 noon on march 9 due to the dealerships offerings for me to come in based on a roadloans approval. I spent two hours waiting for the vehicle and another 3 hours waiting while the employees diligently worked on completing my deal through their bank instead. I finally received an approval through Wells Fargo bank. Next was my employment verification. I furnished my check stubs, W2 forms and printouts from my UHC HR website. There was still a verbal proof needed. Icontacted HR and tried to pass the phone when Mr. ***** ***** began to be rude. Stating; who is he on the line with? And why did you allow him to call? We got past that verification and I was told I'd be taken right in to finance to sign and drive. The salesman that was assisting me came back and said I had to wait more and that someone was going before me. I asked the ** ***** ***** if we get get the ball rolling and that I had been with the dealership for 7hrs. He began to get obnoxious explaining that it isn't up for debate and that i had to go back and wait. I asked was that how the company conducts cust ser. He replied; I have the opportunity to refuse this sale. I asked why did our conversation go that direction and Mr ***** pointed at the exit door and told me; That's it, get out. I asked for my downpayment back and left out.

Desired Settlement: I want to complete my my paperwork on my loan approval and the vehicle delivered while being treated as a human.

Business Response:

It is my understanding that this issue was resolved to your satisfaction last night as you took delivery of this vehicle.

****** ******* ********* *********

 

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughter and I came into Russ Darrow Kia last year to purchase a vehicle. The car was for her but it is in my name. We were looking to purchase a 2014 optima. A aquintance of hers had suggested it because she went there and claimed to had received a good deal. I was skeptical because I already purchased and paid off a vehicle from another Russ Darrow and the practices were shady. I went along with it though because we trusted her aquintances judgement. She also suggested the salesperson she went to. We made an appointment. When we arrived they stated that the guy wasn't there but that ******* ********* could help us. We went along and spoke with him. My daughter was initially turned off because the optima he stated would be $750 a month. I was confident in my credit because I had received a credit report prior and things looked good. I have been on my job for over 20 years, have paid off two cars ( missing not a payment) and work another part time job. So I didn't see a issue with it being my credit. My daughter wanted to leave because of how much he was trying to charge us for the Optima. I have two bad knees so honestly I didn't want to leave. I was tired and it was cold that day. Now thinking back I should of listened. He pushed and persuaded us to get a basic forte. He told us that ," oh don't worry you can refinance in a year and get lower payments and the car you really want". My daughter had been using my car to go to and from school so she really needed something. We went with it. He told us it would be $525 a month which I thought was also steep but he tried to convince me that this was standard and after a year it would come down. We went to sign the papers and things were moving so fast. The finance guy was speaking so fast. Very pushy and aggressive. The first issue after we left was the monthly payment. The Aggrement was $525 but it came to $590. We complained and they called and brought it down to $550. I still wasn't satisfied but it was past 10 days and I wasn't aware how to get out of it. I knew it would be a hit to my credit. Now fast forward. My daughter goes in for a detailing and spoke randomly with one of the sales associates. He stated that the guy we worked with had gotten fired for some shady practices. No one informed us or looked into some dealings that he had with us or other former customers. He also told her that her interest was way to high and for that price a month she could of atleast had her optima. No one ever told us this. So just recently we tried to trade in at a different dealership. Our trust has been so broken by Russ Darrow that we wanted to move on. We go into the dealership. They looked at my credit they said everything looked great. So my daughter test drove something she really liked. All we needed to do was discuss numbers. He came back and said," I'm so sorry but I don't know what they did but whatever it was wrong, you owe twice as much as the vehicle is worth,whoever did this didn't know what they were doing". I felt so defeated, my daughter rushed out and cried in her car. It was a hybrid Kia optima that was on sale she test drove. For a good price. He said for what's left on the vehicle we would need atleast 5-6k to balance things out. That's ridiculous. We had some knowledgeable people look at the contract and were disgusted. 21% interest rate, with a finance charge of $19100.80. He said he had never seen anything like this exspecially for some one with decent credit as mines. He said," you were ripped off, those are scam artist you went to". My daughter has been depressed. It feels like we're locked in a jail sentence. I called corporate and no one has yet to get back with me. My daughters friend ****** *******, just traded her car in with another dealership but she went to Russ Darrow as well and they told her they never seen interest so high for that vehicle and it would of took her a extra 3 years to pay off that car than what it would somwhere else. She had to go to three different dealerships to finally find someone who would accept her. I believe they saw two black women who they thought were dumb and helpless plus anxious come in and we got ripped off. It's not just the sales person fault but the manager and business as well. They should of been aware of what type of people that they had working for them and atleast tried to resolve the issue. What really alarmed us that was literally everyone we spoke with, who were also owners of cars, EVERY SINGLE PERSON were alarmed on how much we were paying. I could see maybe just maybe if my Credit was horrible but like I said I have decent credit. The guy at the other dealership said," even a person with average credit could of gotten a way better deal and yours is not just bad or average". He also stated that he gets so many people from Russ Darrow. It's sad.

Desired Settlement: We would like to trade this car in for a better deal all the way around. We want something 2014-2015 with a low interest rate. That's all were asking. We've contacted the dealership and were supposed to meet with a ******** *******. It's so many things we could ask for but that's all we want. That interest rate is astronomical and absurd. We would also like an apology. I don't feel that is asking to much being that were still willing to do business with you. Which is against my daughters better judgement. Like I said the trust is broken. Were consistent customers, that has not missed one payment.

Business Response:

I apologize if you feel that we took advantage of you or put you into a situation without your knowledge.  However, after reviewing your vehicle transaction, I believe you have misrepresented your credit and the facts surrounding the vehicle purchase.  Your credit score does not translate to a low interest rate with any lender nor does it easily allow you to get into a newer vehicle with an "affordable payment".  There are only a handful of subprime lenders that will even look at the application to which they have strict criteria that must be met before approving applications.  This is not to say that your credit has not gotten better since the vehicle purchase since you stated that you have been making all payments on time with no delinquency.  If you would like to look at trading your vehicle in, please contact any Russ Darrow dealership and they will try and help you.

****** ******* ********* *********

3/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Drove 2 hours to look at a 07 montypics showed nice car and when I asked if there was any thing wrong with the car was told NO!When I got there I found out the car was smashed and had a BAD MOTOR!

Desired Settlement: GET THEM TO BE FAIR AND HONESTPAY FOR MY WASTED GAS COSTS AND MY TIME

Business Response:

I apologize for the unintentional misrepresentation of this vehicle.  The vehicle had full disclosures listed on the Wisconsin Buyer's Guide, however, whomever you spoke with regarding this vehicle did not look into the service history of this vehicle prior to telling you that it was available for sale. 

As such, I will be sending you a Goodwill gesture that I hope makes up for a little bit of you wasted time in traveling to Milwaukee.

****** ******* ********* *********

 

3/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When speaking with *** ******* *******, I initially set up auto pay with him through the company the dealership uses. After purchasing the car, I was contacted by the finance company who provided my car loan and was offered auto pay with them for no fee. I reached out and contacted *** ******* ******* ****** ****** and told him to cancel my auto pay that he set up as I was going to do it with the finance company. He said he would contact the finance company himself and get back to me. He never called back and the payment attempted to come out of my bank account, causing a negative balance and I acquired two overdraft fees for transactions I did authorize. I went up to the dealership to speak with ******, he was not in. Neither was the manager. My name and number were written down and a sales person put it on ******s desk with the instructions to call me. He did not.

Desired Settlement: I want to be compensated for my overdraft fees

Business Response:

I apologize for the unintentional miscommunication.  When you purchased the vehicle, the third party company that you signed up for, ****** * *, is a contract between you and them.  We cannot cancel your contract with them.  Your contract would have been part of the paperwork you received from purchasing the vehicle. You would have needed to contact them directly to cancel the contract.  I spoke with Mr. ****** and he stated that he was confused as to why he was being asked to call your lender, when he wouldn't have any authorization due to the privacy laws.

I cannot offer to pay the overdraft fees associated with this, however, I will be sending you a Goodwill Gesture which you can apply towards a portion of your loss.

****** ******* ********* *********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


In reference to Mr. ****** saying he was confused to why I asked him to cancel the auto pay; he was with whom I set it up so I assumed he could cancel. Instead of telling me the proper steps to cancel, he said ok as if he could do it. That's extremely unprofessional. 

Regards,

****** *****

 

 

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a brand new car from Russ Darrow and been having problems with it from day one. Its been in there shop six times for the same thing and they said they did everything they could do. So basically they said I'm on my own with this problem.

Desired Settlement: I want my money back 42,520

Business Response:

Thank you for taking the time to talk to me about your current issue with the vehicle you recently purchased.  As I stated on the phone, the issues that you are experiencing need to be addressed with Nissan Motor's directly.  We can only do what Nissan dictates on each vehicle.  If there is something that you would like to do outside of the service process, I would fill out the papers that we talked about or escalate the matter by written correspondence to Nissan Consumer Affairs.  If you receive any communication from Nissan, please pass that on to us and we will try and help you.

Thank you for your understanding and cooperation.

****** ** ******* ********* ********* *******************

3/3/2015 Delivery Issues | Complaint Details Unavailable
3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I currently own a 2013 Dodge Dart SE that has automatically been shutting off while driving at 70 MPH on the freeway and at other times on side roads. The issue is very intermittent and the dealer says they cannot replicate the issue. I have contacted the Chrysler Customer Care Center and have a case manager who I keep in contact with about this issue. I have brought it into the Russ Darrow West Bend Dealer 4 times about the issue and every time I have received the car I have received it with an empty tank even though I have to bring the loaner I receive with a full tank. The last time I have brought it in I received it with an empty tank and also damaged. (Unfortunately unable to take pictures at the time). On 2/10/2015 I contact my case manager ******** and she informed me for the 5th time to bring it back in for further review. Each time I have requested for a replacement vehicle due to safety reasons for my child and family. When I requested it was either never addressed and the 5th time I requested it they informed me that it is a possibility but currently reviewing. This time I am bringing in to the *********** Dealer in Brookfield Wisconsin. and this time for the same issue with intermitent shutdown during driving and also for poor gas milage, when turning to the right steering locks for a second and then turns and acceleration is poor. During my phone conversation with my case manager about the issue and informing her this is the 5th time I requesedt a replacement for the safety of my family she informed me that they are looking into compensation for my trouble but no timeline or possibility.

Desired Settlement: All I am requesting for is a replacement vehicle so I don't cause a serious accident while driving and for the safety of my family.

Business Response:

I am sorry that you are having so many issues with your vehicle.  As you know we are the selling dealership and not the manufacturer.  It sounds like Chrysler is looking into the problem for you, but Russ Darrow has no control over replacement vehicles or compensation for loss of use.  When it is in the shop for service, we may have to drive the vehicle to determine an issue, which in turn would use the gas in the vehicle.  We do not reimburse for gas used to determine what the issue is.  If you would like to be reimbursed for this, you would also have to bring this issue up to Chrysler directly.

****** ******* ********* *********

 

3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a used 2014 Dodge Avenger from Russ Darrow on 1/7/15. The car had 1300 miles on it, so practically brand new. On Thursday 1/8/15 at around 12:00 pm I was headed to lunch and my car wouldn't start. I called the dealership they gave me a number to roadside assistance and wanted me to get a tow truck. I called the company they told me a tow truck would be there at 2:15 pm. At 4:00 pm there was still no tow truck so I called the company back and they told me a tow truck would be there at 5:30 pm. So 6:30 pm comes around and still no tow truck and no contact from the towing company and what the status of the truck was. I went home and texted my sales associate, and told him nobody showed up for the car. Friday 1/9/15, the dealership finally calls me at 1:00 pm and tells me there is nothing they can do unless I get a tow truck to come and get the car and have brought back to the dealership. I previously told them that I didn't want the vehicle anymore and it was there responsibility to get the car. They wouldn't do anything, so finally I called and got a tow truck that I ended having to pay for some of the tow of of my own pocket.

Desired Settlement: I stand by my word that I don't want this vehicle back. I feel that there was a total lack of accountability, responsibility, and frankly customer service on the management at Russ Darrow. I feel they should cancel the sale and let me free of the contract even though it's under warranty and contract.

Business Response:

I am sorry that the roadside assistance that comes with your vehicle was not reliable for your recent breakdown.  It is my understanding that there were a few problems with the vehicle's control system which were fixed by the dealership at no cost to you. 

Again I apologize for the way the dealership handled the matter at the time of the breakdown.

If you have any further issues, please feel free to contact me directly.

****** ******* ********* *********

###-###-####

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They thought they fixed the problem only to have another problem the next day. The day after they "fixed" the vehicle, as I was driving home the car shut off while I was driving. I called the dealership and told them about the problem and there response was "bring it in the morning and will look at it". My car shuts off while I'm driving and the best response you give is bring it in the morning. So the next morning on the way to the dealership, the vehicle shuts off again while I'm driving ON THE HIGHWAY. So I was left with another tow truck call. This vehicle had an electronic failure, the things with electronics is you never really know if the problem is fixed. I've had the for a couple weeks with no problems, but I don't trust driving this vehicle on an extended road trip. That doesn't seem fair to me. I've technically owned this car for a month, but two trips to the repair shop already doesn't make me feel like I got what I paid for.

Regards,

****** ******

 

 

Business Response:

In reviewing your response and for further clarification, have you had any issues with the vehicle since mid January?  Also, I have responded to your simultaneous DOT complaint and it is my understanding that the Investigator has closed the complaint based on the vehicle purchase contract.

I will await your reply to further look into this matter if needed.

****** ******* ********* *********

3/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: First I'd like to start out that I never do this, but my experience with Russ Darrow has been nothing but horrible, unethical and so very unprofessional. I first started out at the Russ Darrow Kia on Wauwatosa, found a truck I really liked, went threw all the paper work but didn't like the price they promised me. So I left, a couple days went by they called me back from the Russ Darrow Kia in Wauwatosa, they told me if o came in and they have me the price I asked for would I buy the truck. I said yes of course. I went on sat there for 2 hours with no contact and she came back and said this is where we're at.... Still not the price I asked for. Talk about a waste of time. So I moved on went to a different dealer, I found a truck there and so they ran my credit. They said they had to notify me of something, Russ Darrow in Wauwatosa ran my credit over 15 times with out my authorization. He said they are known to do that if you turn them down from a purchase to ruin your credit. So I went to the Russ Darrow in Waukesha to complain and spoke with *** ****** ****, he told me he would do everything that he could for me to see that Russ Darrow is bad, I believed him and he said he'd give me a good deal. I found a truck that I liked so I tried. However the truck had its service engine soon light on and tire pressure light. I told them I wouldn't buy it because of this and he reassured me that it was just a sensor and they ordered the parts and would fix it. Again I believed them. A month went by and I called and asked if they ever got the parts in, and service said oh it's been here! So I went in thing I was getting my truck fixed. They told me that there was no part for my truck and that it wasn't a sensor and I would have to pay for it. And as for the tire pressure light they said they couldn't fix it, it just needed to be recalibrate and I needed to go to the Nissan dealer. So after much complaint of all this, and many voicemails on ****'s desk he never called me back threw any of this! Service decided to take a look at my service engine soon light again, ***** *** ****** in service said it was fixed it was just a lose clip. I then headed over to the Nissan dealer for my tire light and they said it's not the sensor like I was told its a lose valve well fix it for free. Leaving that dealer my service engine soon light came back on and a couple more miles down the road my tire light comes back on. I was very frustrated. I then began to look threw all my purchasing paperwork decided to look on car fax, which was never given to me in the dealer. I found that the title was salvaged rebuilt, but I couldn't find this on my paperwork any where. The odometer reading paperwork where all the boxes are for previous use or marked title doesn't have the box checked for salvaged rebuilt. The title paperwork doesn't have the salvaged rebuilt. My truck is worth less than half of what I owe and paid for it now! I think something is fishy here. I contact **** at Russ Darrow in Waukesha, tell them what I found and he stumbles around like he always has and says he'll call me back. Well he's never called me back with any issues. I decided to contact Russ Darrow corporate where they decided to really not do much beside transfer my information to there legal department. (And I'm still waiting to hear). Now I received my licensed plate registration in the mail to renew my plates, but it has my old jeep listed as the car. When I went to the dmv they said that those plates were canceled and not registered to any car and the truck I'm driving has the old owners plates and there was nothing they could do. It looks like I'm driving a stolen truck now! I called Russ Darrow in Waukesha because this issue needed to be fixed asap, I spoke with ******* and as I'm telling him the story he said he was going to hang up on me. He did! This company has been doing nothing but running away from every problem. This has been the final and last straw. They will have a legal case very soon, but I am telling and sharing this with all of you so that you do not shop for a car or truck from ANY Russ Darrow! You will be screwed over countless times, you will have your time and money wasted! Please share this, repost it and tell all your friends!! Thank you!

Desired Settlement: Purchase the fultiy truck back for price paid with trade and all time wasted.

Business Response:

I apologize for the lack of response, however, since you filed a corresponding DOT complaint, I could not answer this complaint until the DOT Investigation was finalized.  It is my understanding that the Investigator if she hasn't already would be getting in contact with you to let you know that the paperwork relating to the vehicle purchase and disclosure section for the salvage brand was done accurately by the dealership.  As for the titling issue relating to your previously owned vehicle and your current vehicle, this was also done accurately by the dealership and as such the Investigator will be working with the DOT in Madison directly to get the license plate issue handled.  The complaint in its entirety has been closed by the Department with no recourse taken against the selling dealership.

****** ******* ********* *********

###-###-####/direct

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


This doesn't fix my issue with the truck. When purchased the service engine soon lift was on, I was told this was going to be fixed. I've been in countless times and they have yet fix this problem. They are saying now that I will need to pay for it when that was not agreed apon. It needs to be fixed same with the tire pressure light. Also it still looks like I'm driving a stolen vehicle because my license plate was never transfered correctly. The full complaint needs to be looked at and reviewed. All aspects need to be taken careful before any of this goes away. 

Regards,

***** *********

 

 

Business Response:

I am sorry you feel that we owe you anything in relation to the service of your truck.  You purchased the truck in an As Is used vehicle condition and there was nothing notated on the WE OWE slip that we were to provide any service on the vehicle free of charge.  If you would like us to diagnose the issue and provide you with an estimate, I would be more than happy to do this for you.  I will even extend a goodwill 15% labor discount on any repair you initiate.

As for the license plate issue, that is out of our hands and we cannot provide you any assistance with this.  The DOT Investigator needs to handle this as it was an internal issue within the DOT and not started by the selling dealership. 

In conclusion, I have reviewed the complaint in it's entirety, however, there is nothing that Russ Darrow can do to assist you.  You purchased a vehicle and we did all of the paperwork within the letter of the law. 

Please forward any additional complaint relating to any aspect of this matter directly to the Investigator, ****** ******.

****** ******* ********* *********

3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2008 Jeep Patriot. Immediately there were issues not disclosed to me prior to purchase - including, but not limited to, electrical issues, electronic throttle control issues, windshield chips, volume dials don't work, there was issue with door, no floor mats, AUX wiring doesn't work... This is off the top of my head, but the used sales manager was the worst person ever to deal with. He discounted the dangers of the issue with electronic throttle control, refused to even diagnose other issues brought to his attention, and simply didn't care at all to help with the issues. The vehicle is dangerous. Then when the driver door started sticking open and falling off about 2 months in, the west side location not only broke the door off, but handled the vehicle in a manner causing additional body damage - this was for an oil change on a Saturday the service department actually damaged my car and didn't tell me, they gave me my keys and sent me on my way, only for me to discover my driver door hanging from hinges, this is when they man handled shut causing body damage; the manager not only didn't respond to my calls, message, and emails, but he didn't even contact me for 5 days!!! They damaged my car, I couldn't use my door and had to crawl through - this is not safe. I never rec'd any information once they "repaired" ETC, they said it would be 3 weeks then miraculously when the loaner they put me in had check engine light on, my car was done. The vehicle still jerks, continues to have issues with underside, issues with electrical and 4WD. Every time I try to resolve the issues, the managers are rude and condenscending to the point where I have been discouraged from even bringing up the issues. They pretend to apologize, then have someone else call who tells me something different, and BLAME ME FOR BEING UPSET WHEN I WAS SOLD AN UNSAFE VEHICLE THAT HAS CONTINUOUS PROBLEMS THAT MOUNT. Air tire pressure system issues now, I think result from the original electrical issues. The vehicle also randomly has all dash lights turn on and ding while I'm driving, the gauges go to 0 as if the vehicle's electrical system is shutting off while I'm driving. I had a car from JD Byrider before this and didn't have ONE ISSUE. I try to buy a reliable vehicle and instead I was sold an UNSAFE, DANGEROUS LEMON! I've tried to work with managers, in tears I ask for help and they refuse to take any responsibility for the issues not disclosed before selling me an unsafe vehicle. They offer to look at the car and give me a loaner, then the shop calls and says they'll have to see if loaner covered under warranty.... I don't have extra money due to the amount I pay for this LEMON. They also set up auto pay without disclosing they were doing this on their own to charge me more money. And when I contacted them about the loaner having check engine light on, I was told it was no big deal... IT IS TO ME! That is not safe. I fear for my safety everytime I get in the car, and EVERY single month something more goes wrong. The vehicle has issues that continue to mount. The management team thinks apologizing, but not taking responsibility, is sufficient. They will only agree to look into all issues to diagnose for coverage under warranty - I want all issues repaired regardless of whether it is covered, they were not disclosed at purchase. I even admit I was in a hurry to by 4WD vehicle, but for safety, not to fear for my life. I have been treated as if I am making issues up, I have been treated as though I am the one not cooperating, I have been treated poorly and feel they have continued to bully me so I will back down. I should not have backed down in the beginning. I didn't know the used car sales manager would actually pretend there was nothing wrong and try to avoid repairing the issues not disclosed at purchase. Recently, I sent an email plea requesting they diagnose all issues and assist in repairing to which I explained clearly how the whole experience has been, looking for some real empathy/sympathy from anyone there, and instead they think they are "helping" by diagnosing the issues, not promising to repair; and then not communicating with service department, so that they call me with different idea about what was discussed... Now I'm already REALLY upset and I get a call from service telling me something different. Also, refusing to accomodate my schedule. I work in insurance claims, so I work with shops all the time and schedules. I am not trying to get free rental, I NEED transportation. When I'm driving an unsafe vehicle Russ Darrow sold me, then I shouldn't be talked to like I'm looking for a hand out. I NEED TRANSPORTATION and I shouldn't have to inconvenience my life anymore than I have already dealing with issues weekly now.

Desired Settlement: I want Russ Darrow to buy this LEMON back at the full price I paid for it. Or I want EVERY single issue repaired. I was not told when I purchased this vehicle that it had so many problems and then they refused to even look into the issues. I don't want to deal with any condescending managers. I find it odd that I'm receiving letters to sell back my car - I would love to if I wasn't going to be screwed out of thousands of dollars - is this because Russ Darrow is well aware I'm driving a very unsafe vehicle?! Every single issue needs to be repaired and paid for by Russ Darrow; however, I do not trust them to repair at their service center. Or I want them to buy the vehicle back for the same price I had to pay for a LEMON.

Business Response:

I am sorry that you feel we sold you a mechanically deficient vehicle.  However, the term Lemon is only related to brand new used cars from the factory.  There is no recourse with used vehicles that were purchased by a consumer.  It is my understanding that the initial issue that you experienced with the vehicle was taken care of free of charge to you by the Mazda dealership where you purchased the vehicle.  Any subsequent issues that were brought to our attention were to be paid by you directly or through a warranty if one was purchased.  We inspect all vehicles that are sold through our dealerships and we do not include any type of implied or stated warranty.   As a result, we cannot agree to repurchase the vehicle.  I will offer a 15% labor discount if you would like anything repaired on the vehicle.

****** ******* ********* *********

*******************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

All issues brought to the attention in the days following the purchase were not repaired!!!! They fixed one issue and never provided documentation. The warranty won't pay for anything because the issue were already there when I purchased the vehicle. I would never take your discount, why would I trust them to repair all issues and WHY would I pay for issues presented immediately. Also, I was only approved for a lesser loan and the shady people working there never disclosed that and I have documentation with bank regarding the amount financed I requested, but somehow they got an additional $2000 that wasn't even required instead sold me a warranty that won't cover anything and also I paid for a maintenance care package when I had no idea - they implied I would get free oil changes but that is a lie! I paid for plan I had no idea was being financed. There were electrical issues, chips in windshield, missing rugs, door issues, all reported within the week of purchasing the car. No apology for all the inconvenience. I know I am not the first person screwed over at this location in fact other employees made it clear they scam people and make shady deals. I was lied to, my fault for trusting I was being helped not screwed over and I'm very familiar with the lemon law, it must be nice to screw people over and have no response. So I reject this inconsiderate response and would never pay another dime to this company - what a joke!!!! I am appalled that since the first week I've had issues and they downplay it to one concern?! 

Regards,

***** ********

 

 

Business Response:

I understand your frustration, however, the problems that you have found arose after the purchase of the vehicle.  Russ Darrow does not provide a warranty neither implied or stated with any vehicle purchase.  There are warranties available for you to purchase to help off set the  costs of any issues with the vehicle that you chose to purchase.  In addition, you had the right to have a third party inspect the vehicle prior to purchase.  This would have alleviated the issue that you are currently experiencing.  Had you of taken the vehicle for an inspection, some or all of these issues may have been apparent, however, you chose to test drive, negotiate and sign a contract which binds you to the vehicle and issue that you may experience.  None of the issues that you have brought up are safety related issues and therefore would not have been noticed and or notated on the WI Buyer's Guide..

Again I apologize that you are experiencing issues after purchasing the vehicle, but again I would offer a discount on the labor for any future service.

****** ******* ********* *********

 

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Chrysler Town and Counrty broke down and I had it towed to an auto repair shop. It was diagnose as a value spring issue. I was told by the repair shop that since this was a 2013 and still under waranty. I called Chrysler customer service, they said to tow it to a dealer. I followed there instruction, and had it to Russ Darrow. When I called Russ Darrow, explained that my van would be towed there. The following morning, I called and the service mgr. said "you didnt tell me this was all torn apart, that there are parts all over" and a service charge of 3 to 4 hrs because they would have to put it back together so they could see what the problem was. You could clearly see the valve spring was broken, I called Chrysler customer service, they called Russ Darrow on this matter. I was then told that they where going to refer my issue to a **** ***, and they would return a call the next day. The next day Chryslers **** *** called .me and Russ Darrow. The issue was the sevice charge because the valve spring was under warranty. I could not understand this service charge because there tech could see what the problem was.. Not getting this issue solved. It was Chryslers **** *** to follow through on this issue. The **** *** was unable to contact the service writer or mgr for 4 business days. Still no results on when or what if any agreement with Chrysler and Russ Darrow. By then I , told Chrysler that I wanted my van towed to another dealer. I had the **** ***, called another dealer to set this up with the new dealer. When I called Russ Darrow to let them know that my vehicle would be towed elsewhere, I was ask it this was authorization to have it towed I said yes, then the reply from the service writer, "then it will be off the lot" I did call Chrysler and notifyied then of what was said and information on the other dealership it went to. Customer service was rude right from the start. Chrysler also had issues with customer service. I do believe as of this day Jan.23, 2015, 5 days, Chrysler has not reached anyone at Russ Darrow on this issue. My van is at another dealership, no questions ask, no problem with "parts all over the place", they explained that there where other issue that are under warranty that would be taken care of. I have a loaner vehicle, and my van should be completed within 4 business day. Now what was Russ Darrows problem.?

Desired Settlement: I do hope that Chrylser looks deep into the complaints. I do not think this is the Customer Service Standards Chrysler Corp. wants. Russ Darrow doesn't deserve to keep the Dodge or Chrysler dealer sign.

Business Response:

I'm sorry if you feel there was poor customer service on behalf of your most recent situation.  In reviewing the matter, I determined that the cost reflection for putting the vehicle back together is part of the Chrysler standard.  Since you went to a third party service shop, who is not an approved Chrysler provider, we cannot take the word that what they found is the problem.  Chrysler mandates through the warranty process that we start from the beginning where you experienced the issue just as the other shop did.  Because you authorized tear down of the vehicle, we would need to charge a rebuild fee, which Chrysler does not cover.  The length of time that the vehicle was at Russ Darrow was only due to your objection to paying the rebuild fee.  We did not touch the vehicle or look at the vehicle as we did not have the authorization from you.  It was then decided by you that the vehicle would be towed to another Chrysler provider which is within your right.

Again I apologize if you feel we delayed the repair, however, we were just doing what Chrysler mandates that we do.

****** ******* ********* *********

###-###-####/direct

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *****

 

 Just very poor customer service. Nasty attitude to customer and not giving Chryslers claim specialist  return phone calls tells me you really don't want to work with Chrysler. My problem was under warranty.and you could clearly see what the issue was. The I'm sorry only used the manual, didn't care for customer service..

 

2/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called on a Friday January 17th and spoke with a sales person about a car that was advertised on the internet. I wanted to verify it was still available. She put me on hold and when she returned to the phone she told me that she had went out onto the lot and physically verified that car was there. I told her great I will be there at 9am Saturday to purchase the vehicle because my bank closes at noon on Saturdays. We drive from Milwaukee to West bend 30-40 minutes. When we arrived we were told that the car was not there and that it was on the way from Appleton WI. It would take 1 1/2 to 2 hours to arrive. We agreed to wait because we lived far from West Bend. I reminded her that my bank closes at noon so I need to go to Educators before then to finish the transaction. Our sales person asked me about my plan to pay for the vehicle. I told her that I have financing through ********* ****** *****. She asked if I would mind trying there financing to see if they could beat educators rate of 3.99%. I said sure and filled out the application. I asked how long it would take she stated 30 minutes. She suggested that we go and eat instead of standing around so we drive around West Bend and went to a restaurant for breakfast. We returned at around 10:30am. I asked if my credit application had been run she stated no it takes a long time on Saturdays. So we sat in the waiting area until about 1100am. I asked her again if the application had been run and she said no. I reminded her that my bank closes at noon so we need an answer ASAP. Suddenly he could run it immediately. I was given a interest rate of 8.90%. The car still had not arrived so we gave her the fax number to educators asked her to send over the purchase agreement and we were going to head to the bank to get everything started. On he way back to Milwaukee to visit Educators i noticed that they were offering longer terms on the loan which made the payment lower per month then ********* ****** ***** so we went back. We arrive at 1145 and go back to the waiting area to wait for the car to arrive. She asks what made us come back and I told her the payment was lower and the drive was long so we are going to go with the financing at Russ Darrow. At around 11:50 she returns and tell me my payment will be $80 more then what was on the print out that I was given. I asked what was going on and I showed her their original offer for financing that they had printed and given to me. She said she wasn't sure and she took the paper to the financing department. She return and told me my interest rate was now 11.9%. I asked why and got upset. ******* from the finance department proceeds to tell me that the 8.9% was an estimate. And inappropriately asks me how long did it take me to find a house that I like before I bought one. I have no idea what that analogy had to do with my issue. They he says we don't care how you pay for the car! Mind you this is all taking place loudly in the waiting area. I did not ask for an estimate. It was her suggestion that they try to beat my rate. Now I'm in tears because its 12:05 and my bank is closed and we spent 3 hours in West Bend and the car still was not available! I feel this was an attempt to put me in a situation where I have to use there financing because they purposely waited until my bank was closed. We were not offered an explanation of why or compensation for wasting our time. We left and I was still in tears very angry. We returned Tuesday and finished the transaction reluctantly because they were awful but I wanted that car. My sales person tells me that giving her anything less than a 10 on the customer satisfaction survey would cause her to loose $100 off her pay check. I thought to myself well you haven't even offered me anything for what happened Saturday! To add insult to injury they made a failed attempt to sale us packages to try and retain us as customers. And said they were trying to retain us. I looked the guy in the face and reminded about what happened he said oh we are sorry about that and offered me $3 off. Unbelievable!! The worst experience I have ever had purchasing a car!

Desired Settlement: I want you to offer something for it because it is still bothering me that you guys never did and I was brought to tears while trying to buy a car from you.

Business Response:

After reviewing your complaint and speaking with *** ******* *******, I believe that the financing issue was due to a misunderstanding on both parts.  The financing that you had set up was for a shorter term and the financing that we were providing was for a longer term with an approximate interest rate.  As such, you came back and purchased your vehicle, which I hope you are happy with.  I will be sending you a goodwill gesture for your experience.

 

If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******, ********* *********

2/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a 2010 Dodge Grand Caravan through the dealership located in **** ** *** **. At the time of our purchase, we were made an offer that had a very high interest rate, which we were prepared for. We were told by the salesman that all we had to do was make this payment on time for one year and then we could come back in and refinance for a better rate. Upon completing the first year of on time payments, we called them up about refinancing, we called a **** **** ** location because the **** ** *** location closed. We were told at this time that we could not refinance because there were credit score requirements and that it typically takes 2.5 years to be able to refinance. This is in direct contradiction to what we were told when they made the sale. The finance manager we dealt with at the time of purchase was *** ***** and the individual we called to refinance was ****.

Desired Settlement: We bought this vehicle because we were led to believe that we could lower our payment by at least $100 per month through the refinance. We think it is only right that the dealership, because they sold us the van under false terms, should reimburse us that $100 per month for the remainder of our loan from December of 2014 and on.

Business Response:

I have reviewed your complaint and spoken with the staff at the **** **** location and they indicated that the reason you were not eligible to refinance your loan was because there was derogatory credit added to your credit file since you purchased the vehicle and you owe a bit too much on the vehicle.  When we sell vehicles, we do inform our customers that we have a refinance program that you can utilize after a period of 6 months to reduce the interest rate on your current loan.  Some individuals are accepted after 6 months and some need to wait an additional period of time.  We cannot guarantee that you will be able to refinance since we do not know what will happen to your credit during that time.

The dealership stated that you should wait a while longer and pay additional to your principal to have a better change of getting an approval.

****** ** ******* ********* *********

###-###-####/direct

2/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to the dealership after hearing a commercial several times offering a 2015 Kia Sedona LX Leased at $149.00 per month with no money down. This advertisement was on the dealerships' website, on a TV commercial, and also Radio advertising. The dealership and its' management were unaware of the promotion and said it was a corporate promotion that must have been done incorrectly - I then showed them video and print of the advertisement and had them review the video commercial on their own website live, and they verified it being as stated, but that they could not honor it. The new car sales mananger, *****, refused to honor anything close to the advertised price. He then proceeded to offer the same vehicle with a much higher price tag, offering lease payments over $300 and $400 =along with money down of at least $2,000.00 to $4,000. I have also made 2 attempts to contact the Russ Darrow Groups' Customer Relations contact, ***** ********, and she has not returned my phone call/message. As of Monday, 11/24/14 the video on their website, the radio and TV commercials have all been edited to say and read $269.00 per month lease now (which, we were also not offered). Also, I would like to say that my salesperson, ****** *********, was very great to work with, despite the difficulties. I have o complaints with her service.

Desired Settlement: I would like the opportunity to sign a lease offer on the 2015 Kia Sedona LX as offered in the advertisement, at a rate of $149/month with no money down as advertised. I would also consider a fairly (and mutually agreed upon) alternative offer. I would be willing to work with ****** ********* at Russ Darrow Kia in Wauwatosa, however, I would prefer not to deal with *****, the *** *** ***** *******, as even though he never greeted us personally or spoke with us, he does not appear to be an honest individual, and priced the offers to us in a way to get rid of us (to get us to leave), he was in no way attempting to work a deal with us.

Business Response:

Could you please email me the printed advertisement that you are speaking of.  I will have to review the matter with my *********** ********.

**************************** ****** ******* ********* ********* ************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

No offer was made, a ****** ****** requested a copy of the advertisement.  I have sent several emails to her with the advertisement and also requesting some sort of response.  I have not received any response back (my last email from ****** was 11/25/14).  Yesterday, December 1st, 2014 was the final day of their current advertising which has a promotion on the same vehicle at a higher price, however, I was not able to sign that deal, pending a communication about the original advertised offer I have been patiently waiting for.  The end date of the commercial advertisement that I submitted the complaint about is December 7, 2014.  I need a response in a more timely manner.

I feel as if the advertising is a "bait-and-switch" where it is luring in customers to offers that are not available.  I feel that their lack of communication or contact is unacceptable - and an attempt to disregard my claim and not allow me to obtain their special offers.  I am in need of obtaining a new vehicle and do not want to continue to lose out on offers, awaiting a response from them. 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

 

Business Response:

After reviewing your Complaint and the video that you sent me, this was an honest unintentional obvious error as this price that was advertised is drastically lower than anybody could sell the vehicle for.  The ad ran the lowest priced vehicle first and then gets progressively more expensive as the model of the vehicle goes up.  As you could see from the video, the pricing for the Kia Optima was put into the place of the Kia Sedona.

If you are still in the market to purchase a vehicle, I would be more than happy to work with you directly to get you the best pricing that we can offer.

****** ******, ********* *********

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1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company failed to follow Federal guidelines concerning running credit checks on individuals . I have no business with This company nor have I ever attempted to do business with this company . Yet , someone within the Organization performed a " hard " credit check on me without prior verbal or written approval .I do not live in the area , work in the area , have friends or even family in the area .I reside over a thousand miles away . I should have received a verbal or written request before this was done .

Desired Settlement: I want this company to contact the Credit Bureau immediately , I want this credit check as well as the negative flag removed from my Credit Report , I want this matter resolved and an official letter mailed to me , and I want an official explanation of why this took place without prior approval from me .

Business Response:

I would be happy to help resolve this, however, I will need the following information from you:

-Credit Bureau which lists the inquiry,

-Date of Inquiry,

-Name as it appears on the inquiry (we have 16 locations).

-last four of your social security number

Once I receive this information, I can make sure that you did not apply online for any type of auto loan or refinance of your current auto loan.  If we cannot verify receiving your information, I will start the process of having this removed from your credit file.  In addition to this information, you must dispute the inquiry with the credit bureau directly by sending them a letter.

If you have any questions or wish to provide this information to me directly, please email me at **************************** or call me at ###-###-####/direct.

****** ** ******

********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

**** *******

 

 

 

Business Response:

I have forwarded your complaint on to the person who handles removing these types of matters from the credit bureau.  She will be mailing you a form to fill out and return to her so that she can start the process of having this removed from your credit.

****** ******* ********* ********* *******************

1/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a vehicle from Russ Darrow Mazda in Madison in October 2013. I had experienced failure to honor advertisement price, high pressure sales, and even had problems with the car dying to the point I had to disconnect the battery every time I had it off for over 3 hours. My experience with them has been less than satisfactory. However, I recently purchased another vehicle from a different dealership and that is when I was advised that Russ Darrow acted illegally when financing my vehicle. When I purchased my vehicle from Russ Darrow I had informed them that I only wanted GAP insurance. They told me that I couldn't just get GAP. I had to purchase an extended warranty with it. They also told me I would be getting 10 complimentary oil changes and used it in their calculation to negotiate the price of the car. When I told them I didn't want their oil changes,(trying to keep car price down) they told me that I had to take it and it was a package deal with the vehicle. They proceeded to show me on paper 3 different options for their warranty plans. The first 2 options didn't include GAP. But the 3rd and most expensive option INCLUDED GAP. I never wanted the extended warranty. I ONLY want GAP insurance. I have also come to find out that I had to pay for their 'complimentary' oil changes. It is clear that this is a common practice as the finance man talked so fast I had to ask him to slow down numerous times. Clearly, I have learned my lesson and will never do business with them again. It bothers me that I even have to get my oil changes done there. Something has to be done to make sure that they learn their lesson too and stop taking advantage of people. It is amazing how one dealership (Trecek Automotive) honors the law and their customers, while Russ Darrow completely disregards the law and lies to their customers. Make no mistake about it, I asked the right questions. I was just INTENTIONALLY lied to. Due to being bullied in the past, I am no longer comfortable complaining to the business directly. It took 3 months, a few batteries, and management from a different building before they would agree to fix my car. I am still uncomfortable taking my vehicle in for service.

Desired Settlement: I would like to keep my GAP insurance and be refunded the price of the extended warranty/service contracts. I would also like confirmation that my GAP will continue upon termination of the extended warranty as I was told it was a package deal.

Business Response:

Thank you for contacting us to let us know of an issue that you have experienced with one of the Russ Darrow dealerships.  I cannot locate a transaction in your name.  Can you please provide an additional name that may also be on the contract as well as what dealership you purchased the vehicle from so that I can verify what warranties were purchased so that I can start the cancellation process for you immediately.

****** ** ******* ********* *********

###-###-####*******

****************************

12/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Russ Darrow Kia of Waukesha with a pre-approval for a car loan.Russ Darrow manipulated me. They ran my credit 18 times without my approval.Yes I admit that I authorized them to check my credit score, but that was for a one time check, to see my credit score.I never authorized them to check my credit 18 times and ruin my score.I did purchase a vehicle from them, but they never disclosed that they ran my credit 18 times.It was late in the evening when these credit applications were submitted, so Russ Darrow Kia of Waukesha knew that most would not even be replied to that night. This proves that they were only interested in making a sale and were not following my request which only allowed them to check my credit score. After the fact the salesperson told me that they ran my credit score six times and then offered my financing, which I accepted knowing that my credit score was already compromised at that point. I was in a no win situation My credit was already destroyed and I felt I had no choice.This is a dealership that doesn't tell the truth.

Desired Settlement: Please admit in writing that all of theses credit inquiries were un-necessary, and were mistakenly submitted to numerous lenders, and it is not the policy of Russ Darrow Kia Of Waukesha to submit credit inquires in this manner/quantity.This was just an error that was made. Things happen sometimes.I am not seeking ANY financial compensation, I simply want a letter stating that these credit inquiries were mistakenly submitted.

Business Response:

I am sorry that you feel we ran you credit numerous times.  In actuality, by giving permission for the dealership to run your credit to see if they can offer better financing, we do one hard inquiry which may include up to 25 lenders.  This is considered as one transaction and not 25. 

If you have any further questions, please contact me directly.

****** ******* ********* *********

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11/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Went to the Russ Darrow to have my truck fixed I was informed what the problem was, so I agreed to have my truck fixed by the company they had stated that they fixed the problem but while they where doing the repairs my hazard switch was broken. I was given a quote on how much it would cots me to be replaced. I did not agree to pay for something they had broke and the manager replied that when a vehicle is more that twenty years or older that is the risk of things breaking. also I had a ignition switch replaced and the part was bad. I had to take my truck to another shop to have the same service done that I had paid for. I talked with someone in management about the problem and asked what where they going to do about my refund and the lady replied that the vehicle should have been kept up in better condition.

Desired Settlement: Full refund of the money that I had paid for service to my truck but a bad part was installed.

Business Response:

In speaking with you on Friday, November 7th, I told you that we would look at refunding the cost of the defective part after an inspection was made and the part was deemed to be defective.  In the service industry, if something is fixed on a vehicle and the part is deemed defective and the part came with a warranty we will replace free of charge with a substantially discounted labor rate.  The part is being examined to make sure it fits in the warranty that the third party gave on the part.  As stated on the phone, your vehicle has many issues that have been evident for quite some time due to lack of maintenance.  If a shop is fixing a part on your vehicle and something else breaks due to no fault of the technician the cost is normally addressed with the customer and added to the work order.  In this case, even though the part that was broken was due to no negligence of my shop, the part was replaced free of charge.

We will not be reimbursing you for the entire service bill to fix your vehicle due to a potentially defective part.  As stated above, I will reimburse the cost of the part if it is found to be defective and not tampered with.

****** ******* ********* *********

###-###-####

Consumer Response: I think that if people bring their vehicle to be worked on, that service should be done.if for some reason that the work done on someone's vehicle has a defective product or gob is not done right, causing a customer to get the job done at another establishment, for the same thing that you already paid for, only to be told that the part or parts are bad. Also I never thought that if people are getting their vehicle worked on and for some odd reason something breaks that the customer is responsible for what happened while the shop was working on your car. Regardless if a vehicle is twenty years old, or a hundred. I feel like just because your a big company does not give anyone the right to do customers anyway that they want. I won't be going back to this place of business anymore, for the bad service that I had to endure. What ever happened to being a world class company to your customers.

Business Response:

The service provided by Russ Darrow was not defective.  The part was potentially defective.  Any shop, not just Russ Darrow's receive defective parts from different entities from time to time.  This is why there was a warranty on the part.  However, we cannot warranty the part if it is taken to a third party shop and we are not given the opportunity to remedy the matter.  As such, we are unable to reimburse you for the service.

****** ******

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11/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After spending a week (10 hours total) looking for two newer cars, I finally found two that would work in our budget. I put down $100.00 cash to hold the two and told them not to put this money towards the vehicles, I want it back. They understood. When we went to sign and pick them up, they told us that we would have to pay for the registration ($150.00) for the two because it did not fit into the loan. I told them to use the $100.00 that I put down and here's an additional $50.00. They then told me that they out that money towards the loan, so I had to come up with another $100.00. I gave them the money and they processed the registration. After yet gave me the paperwork for that, and I was signing for the car, I noticed that the registration was already included in the car. I asked them for the $150.00 cash back and they told me they would mail me a check on Monday. I said if I can give you cash, you can reverse that and give it back. They did after that. Then the next day I notice a crack in my windshield, and mentioned it to **** when she called me two days after we bought it. She asked for me to bring it in and they'd take a look at it. *** ******* ******* **** said that they could suck out the crack and it will look like a job size dot, bring it in on Friday. (This is now pushing me out of the 3days that I could exchange the vehicle) When we took it in at 7:30am, they told my husband we'd have it to her work by 11:00am. They called me at 3:30pm saying it was done. (Note that when he asked me to bring it in, it was only a 10-15 minute process) After I left Russ Darrow, I noticed that the crack was still there only now it looks like nail polish is over it. I called and left **** and *** (***** *******) a voice mail to call me back. Three days later, I continued to call and talk to someone and left messages all day to get a phone call back and I never did. Finally at 7:30pm, I talked to a ***** and he said he'd have to look at it to see what they can do. The following day when I went in to talk to *****, he wasn't there but some Walter guy said he could help me. I went out with him and **** and showed him it and he said people make mistakes we can redo it again. I mentioned that it should have just been done the right way especially since you had my car all day the first time. I tried to explain the other situations we had throughout all this and he told me he didn't want to hear me talk anymore and he didn't care about anything else, it's just a windshield. I told him when you buy a car, not one but two, you'd think you could get better customer service when you buy a car with a defected windshield. He responded with maybe you're just an unpleasable person. We just have to part ways with people like you, it was a mistake and we apologize. I mentioned that it was four mistakes with one customer.. That's not acceptable. Walter then asked me how many mistakes I make in a day at my job and I told him 2 a year if that. Then he teased me about being this oh so perfect but yet unpleasing person. I work in customer service and you should never talk down to a customer like that.

Desired Settlement: I would like one of the two as an outcome.. 1. A new windshield 2. My $100.00 that I told them not to put towards the loan and they just went ahead and did.

Business Response:

Thank you for taking the time to talk to me today about the numerous issues you have had with the purchase of your vehicle.  I hope you agree that we have already come to a mutually agreeable resolution with me looking into a few extra things. 

If you feel differently, please contact me directly to discuss your continued concerns.

****** ******* ********* ********* *******************

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a car from Russ Darrow and were rushed into the buying of the car but then sat waiting until 4 hours later to be rushed through paperwork and told to bring a check on Monday for the rest of the payment. We were sold the car with only one key so I kindly asked if they could work on getting us another key; they said they could not. Why not? They own Chrysler dealerships; how hard is it to call them and ask if they could send one? So, we went and bought one from another local dealership that was happy to help us. We were also told and have in print they fix all recalls on the vehicles they are selling but our car has a recall that was open at the time we bought it; they said they did not have time to fix it since it had been on their lot. Ok, so then do not advertise that they are fixed then. We were given a sheet in our folder from the dealership that it says they check for recalls and fix them on all their vehicles. We also have received a certified letter that we owe them money still for the car. I called as soon as I opened to ask the Finance lady we had dealt with where this was coming from and why we owe them; she said that she cannot remember every car that is sold and did not know the exact details. When I stopped the Monday after we bought the car to drop off the check for them; why wouldn't you tell me to correct amount we owe you then? They are very unorganized and did not want to step out of their way to help us. I am not recommending them to anyone.

Desired Settlement: I want a refund for the amount we paid for the key to be made and programmed.

Business Response:

I apologize for all of the issues you seem to have experienced while purchasing your 2012 Chrysler 200.  As for the key, this vehicle only came with one key.  If you needed or wanted an additional key it would have needed to be worked in the deal as keys are somewhat costly.  We do have 3 Chrysler dealers, however, in order to cut a new key, the vehicle would have been needed and the closest Chrysler dealership is in West Bend, WI.  You could have paid that dealership to cut and program a key, but it sounds as if you went somewhere close to your location and did the same thing.  The State of Wisconsin does not mandate that we sell every used vehicle with two keys.

As such, I will not be reimbursing you for the key that you had cut for your vehicle. 

****** ******* ********* ********* *******************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They did not offer us anything; not even a sorry for the horrible service we have received from their office. This is the poorest customer service I have received ever. A company I will not be referring anyone ever, so disorganized and do not care what the customer wants; they just want your money. So disappointing.

I appreciate you giving me an outlet to share my experience and frustration with a company that does not want to keep customers obviously. I am hoping my experience will keep people from making the same mistake we did from buying from them.

Regards,

****** ********

 

 

Business Response:

I am sorry that you feel that way.  It is our intention on have 100% satisfaction rate, however, sometimes we fall short.  I will be sending you a letter in the mail as a goodwill offer.

I hope you feel this is appropriate given that not all used vehicles come with a second key.

Thank you again for the feedback.

****** ******* ********* ********* *******************

11/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had my car delivered to dealership 8 months ago to have ignition repaired. I paid off the total amount due and when I went to retrieve my car, the battery was completely dead. I tried to recharge and jump start the car and after a 24 hour period the battery was determined "no good" by their repair shop. I asked for a wrench to remove the battery myself and I was told that I would be charged for the service. They charged me to install a new battery that I gave to them. I had to purchase a new battery to get my car to run. I tried to drive home to discover that the car was without working brakes. I drove the car down the road and noticed the issue immediately. The car was towed to my home. I contacted the dealership to find out what was going on and they actually suggested I make a u turn and return the car to their shop. No doubt to collected more business. The battery was determined to be damaged beyond repair by another shop and when the brakes were looked at the front and rear brakes parts were determined to have seized due to non use. It was determined that ,the only time the engine on my car ran was to check the new ignition. The brakes seized because the brakes were not used or taken care of. This car was in the care of the dealership for sometime and was never cared for. This dealer was trying to put a mechanical lein on this car and they never showed the car any care while the car was on their property. I have now doubt that this problem developed in the care of the dealership and was ignored when discovered. The car was unsafe to drive on the road and this dealership only cared about settling the bill due and getting it off their lot. Their mechanics would have known about the issue if they actually drove the car. I believe the repairs were done and the problem was discovered and ignored by the mechanics.

Desired Settlement: I am asking for 1/2 the billed refunded to me for additional repairs done to the car after being in the care of the dealership.

Business Response:

I am unable to find you in our service system.  Please provide the dealership in which you went to and the year, make and model of your vehicle.

Thank you,

****** ******* ********* ********* ************

Business Response:

After speaking with the service manager for the location in which the vehicle was kept, it is not Russ Darrow's responsibility to make sure that your vehicle is kept in working order when the vehicle is abandoned for greater than 6 months on our lot.  The maintenance on your vehicle is your responsibility solely.  The vehicle sat for a great length of time and as such your battery was dead and your brakes were locked up.  We had not touched the vehicle nor are we liable for anything that happened to your vehicle.  As such, we will not be reimbursing you for any work that was necessary to drive your vehicle on Wisconsin roadways.

****** ******* ********* ********* *******************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Ms. ******,


A Corporate Lawyer has you doing their business?

Abandoned vehicles do not get their repair bills paid or retrieved. Look up the term "abandoned". Russ Darrow was ready to put a lien on this car to pay this bill.  If Russ Darrow would have sold this vehicle to pay the bill, they would have to repair what the new owner would have discovered. The vehicle was on the property of belonging to Russ Darrow. I expected my vehicle to be treated like any other paying customer. The fact is the vehicle was not abandoned. Russ Darrow got their bill paid and I discovered the vehicles of lower value are not treated as well as vehicle that have more value. A new battery dead because Russ Darrow did not care, seized up brakes because Russ Darrow did not care and all Russ Darrow has to say in their defense is "the vehicle was left too long"  The only truth Russ Darrow has is they had not touched the vehicle. Russ Darrow is saying "have your vehicle fixed at Russ Darrow "at your own risk".  

"Work that was necessary to drive your vehicle on Wisconsin roadways"? Really??  I am not able to drive my car on Wisconsin Roadways thanks to the actions of Russ Darrow or should I say lack of action. Russ Darrow got paid and I am still not able to drive this vehicle. Know this Ms. ******, except for a broken key and ignition, my care ran fine. A short time with your Dealer and my car came back to me with a dead battery and no brakes. I looks like this may just need to got through the civil process and you can tell the court how much my car was "abandoned".

 

****** ******

 

 

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a 2007 Chrysler aspen form russ darrow. When I got home I discovered a few safety & other issues that should have been taken care of before sale. 1- broken valve stem for r.f. tire/wheel 2-speaker blowen 3-bad radiator cap 4-odd after bump sideways bounce 5- heater control lights not working

Desired Settlement: Russ Darrow to repair above listed problems

Business Response:

I am not sure when you filed this complaint, however, after discussing this matter at length with you yesterday, I will confirm what Russ Darrow will be providing on your behalf.  You purchased this used as is vehicle from our Waukesha Mitsubishi location.  You called shortly after purchase with a complaint that the valve stem was broken.  As I explained to you on the phone, the valve stem would not have been looked at further unless the tire had an issue.  We would not have taken off the air cap to look at the valve stem as this is not a regulated part that needs to be documented on the safety inspection.    As for the  blown speaker, you stated that it first was evident to you when you were on the highway going at highway speeds with the window down and the radio turned halfway up.  This again is not something that is tested to the degree in which you noticed the issue.  The tech turns on the radio, makes sure that all speakers are in working order and notates his findings on the WI Buyers Guide.  The radiator cap would not have been notated as bad as we do not pressure test as part of a safety inspection.  As for the odd bump sideways bounce you speak of, we again do not take vehicles on extended test drives or at high speeds so we would not have felt what you are experiencing.  And finally the heater control system was replaced prior to purchase.  As stated this component would be covered under warranty, but first we would have to diagnose the issue to see what component is not working. 

After delivery you took the vehicle to our Madison Chrysler service department to have them look at your concerns.  During that service it was notated that a tie rod is right outside of the allowable limits and as such we agreed to replace this at no charge since it is now a safety related issue.  However, at the time of the initial safety inspection, the tie rod was not notated as being outside of the allowable limits.  We have also agreed to replace the radiator cap at no charge to you.  As for the blown speaker and the valve stem, we have agreed to pay half of the expense with you paying the other half.  The vehicle will have to be serviced at the Waukesha location in which you purchased the vehicle as this location has the first right of refusal, and they have agreed to fix some of the issues.  However, as I stated to you on the phone, at the time of delivery, none of these issues were safety concerns. 

All used vehicles sold by Russ Darrow Group or any other dealership for that matter are sold as is with no implied or stated warranty.  We are not liable to perform any of these services free of charge to you.  You had the right to have a third party inspect the vehicle at or before the time of sale and delivery.  You chose not to have this done.  You found all of these issues on the vehicle shortly after delivery.  Had you of gone through the vehicle prior to purchase, some or all of these issues could have been brought up before the vehicle was delivered.   At that point you would have the option to walk away, but, you chose to not look into the vehicle anymore than you did and you chose to take delivery of the vehicle as is.

At this point, I am not inclined to offer anything over and above the tie rod, radiator cap and warrantying the heater control.  If you would like to have these services done, please let me know what date you would like to drop the vehicle off at the Waukesha dealership.  I will need the vehicle for 1 full day and possibly longer depending on the heater control.

****** ******* ********* *********

###-###-####/direct

Business Response:

After reviewing your response and to put an end to all of this, I will be wiling to standby my original offer.  Please contact me within 24 hours to accept this resolution.l

****** ** ****** ************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

******** *******

 

 

 

11/10/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am not getting my telephone calls returned where I am questioning why my payment for my car warranty was not posted, and that I have not received any written details regarding the warranty contract or coverage from Russ Darrow Leasing for my 2008 Kia recently purchased at Russ Darrow Kia Waukesha.

Desired Settlement: I have made my payment and sending a letter indicating my dissatisfaction and concern. I am sending a copy to the BBB of WI Milwaukee office. I hope to have a file opened, and even more hopeful for a response from the company processing my payment(s) and providing full disclosure of the contract and warranty.

Business Response:

I have received your letter sent directly to me as well as filed with the BBB.  I agree that we spoke on August 12, 2014 and you provided the needed bank account information in order to take a payment.  I cannot give you a valid reason why the payment was not taken.  I checked with the accounting department and they stated they did not have this information in their system. 

Aside from this one date in August, I have not received any other payments from you nor missed any phone calls from you.  You may have called in October, however, I was out of town the day you say that you called.  I did not have a message to return your call upon my return to the office, 5 days later.

As for the contract, I am attaching both the finance contract and the warranty contract that you signed at the time of delivery of your vehicle.  You received both of these documents as well as information relating to your warranty at the time of sale from the selling dealership.  I do not have any information on what the warranty covers.  You would have to call the selling dealership and speak with the finance manager or service manager to get the information relating to coverage questions. 

From this point forward, your payment due date is the 12th of the month and all payments should be sent to me directly at the following address:

**** ****** ******** **** ***** **** *** **** ********* ****** **  *****

Please indicate your account number on the check or form of payment:  900-25721

or if you wish to be set up  on an automatic payment from your debit card, you can choose the 1st, 7th or 15th of the month and it will stay on that specific date until maturity of your contract.

If you have any further questions, please feel free to email me directly at nicole.pieper@russdarrow.com

****** ** ******* ********* *********

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11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2004 Honda Civic Hybrid from Russ Darrow on Sunday, 11/1/14. The next day I noticed a shuddering during initial acceleration. I did not notice the issue during my test drive and the Wisconsin Buyers Guide had no mention of it either. I did some research and found the likely cause was the starter clutch. I called the dealer and described the problem and was transferred to the ******* ******* on duty, ****** ********, he told me that I could bring it in and have them look at it. If the issue was major and I didn't feel comfortable with the car, he would take it back and refund me the full purchase price of the car. Later that afternoon I took the car in to have it diagnosed. The service adviser told me it was indeed the starter clutch. She gave me two options, one was to burnish the clutch and the other was to replace the starter clutch. I went over to the other building and talked to ****** ******** and he said if I wanted he would refund my money and take the car back. I told him that I wanted my money back. He then went and talked to the finance person and then came out and told me that because I financed the car he could not refund my money. I asked him why and he didn't have a good answer but he just said that he assumed I paid cash since it was a "budget" car. He never asked nor did I ever give him the impression that I paid with cash. He told me the only thing he would do was pay for the burnishing and he and the finance person assured me that this WOULD fix the issue. I went ahead and allowed them to perform the burnishing. The service advisor came and told me the car was done but not fixed. I drove it across the lot and it was actually worse than before they burnished the clutch. I went back to talk to ****** ******** and the finance person, who was supposedly an expert, and ****** wouldn’t even look at me and the finance person told me that it was a used car and they are not responsible. I understand that this was a used car and it does not come with a warranty, however, ****** ******** told me, not once but twice, that they would reverse the purchase if I didn’t feel comfortable with the car. Russ Darrow should do as they promised.

Desired Settlement: I want ****** ******** and Russ Darrow to keep their promise and refund my money and take their car back.

Business Response:

Thank you for bringing this matter to our attention.  It is my understanding after our phone conference this evening, this matter has been resolved with you directly.

If I did not interpret our conversation correctly, please feel free to contact me at ###-###-####.

****** ******* ********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

****** ******** admitted to everything outlined in my complaint and Russ Darrow has offered and came through with allowing me to return the car.   

Regards,

 

***** ********

10/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: had came to Russ Darrow looking for honest salesmen since I felt taken advantage of from the last dealership I was at. However, I fell in love with a used 2012 Kia Optima SX. The first Salesmen I encountered was ******, who must have been new since he had to ask a lot of questions. Then I spoke with *******, He lead me to believe that the price would be negotiable. i SAID THE OTHER DEALER OFFERED ME A CAR FOR $18,800, AND ******* KEPT SAYING THAT WAS WORKABLE. So I did my research and went back to the dealership, I had my title for the trade in hand and ready to take the new car off the lot. I wanted to test drive it again to be sure, and when I got in the car the check engine light was on. ****** said it was fine, and that it still covered under warranty, so it shouldn't matter if the check engine light was on. I thought all these cars were put through a rigorous check? then they assessed my trade in which they came back with an offer which was HALFof what I was offered at the previous dealership. When I tried to address the issue I was shot down. ****** said the offer was firm. This put the car that I wanted $300.00 out of reach for me and they wouldn't negotiate the price anymore. ******* told me that the price I could afford was disrespectful to the car, got up and walked away. I treid to negotiate with ****** after ******* had left but he kept saying the price of the trade in wasn't negotiable. Needless to say I left feeling disgusted, mislead, and most of heartbroken.

Desired Settlement: I would like a fair amount for my trade in and a fair purchase price on the vehicle. Thats all,

Business Response:

After reviewing your complaint with the dealership GM, it is my understanding that this issue has been resolved and you drove away with your new vehicle on Saturday, October 25th.

Thank you for your patronage.

******* ******* ********* *********

###-###-####/direct

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 This is true I did purchase the car on that date. That is because I loved the car. However, the way I was treated by the salesman *******, is unacceptable. I have not even received an apology.  I almost didn't buy the car because I was so disgusted with the service I received from that salesman. When talking to another employee of Russ Darrow Kia of Waukesha, it was stated that this happens often and that he is just an angry guy. I still wouldn't recommend Russ Darrow because of my experience with your sales tactics. 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *********

 

 

10/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They sold me a car that had a bad transmission. I was told by a mechanic and a car salesman that the car should never have been sold in that condition. A safty check was not done. S o now I have a car that I paid $2500.00 dollars for and It want move. I purchased it in May 2014.

Desired Settlement: My money back. They offered me a credit that must be used there. I don't want to ever do business with them again.

Business Response:

I am unable to find a transaction using the information that you have provided.  Please provide the location in which you purchased the vehicle, the name or names as stated on the contract and the date of purchase.  Upon receiving this information, I will be more than happy to look into this matter for you.

****** ******* ********* *********

###-###-####/******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Consumer states that they did business with Russ Darrow Honda.

Regards,

**** *****

 

 

Business Response:

I have spoken to the ** ** *** ***** location and he stated that he had numerous conversations with you and your son relating to the purchase of this vehicle.  You were aware of all the issues concerning this vehicle.  We had agreed on numerous occasions to take the vehicle back from you.  It was decided by you and your son that the vehicle could be fixed and become a great runner for the price that you paid.   The vehicle was put through a safety inspection and was sold "As Is" with no further liability after delivery.  You had the ability to take this vehicle to an independent shop before purchase, however, you did not.  I am sorry that you purchased the vehicle, and continuously agreed that you wanted the vehicle after numerous conversations with the ** ** *** *****. 

****** ******* ********* *********

###-###-####/direct

10/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called Russ Darrow Nissan on Friday Sept 26th and confirmed with ******* twice that they had a red 2014 Nissan Pathfinder S listed on their website selling price as $25,456 (MSRP $31,940)in their lot since I was driving over an hour to come see it. He said yes and told me to ask for his manager ***. I got there at 4pm with my husband and that vehicle was not there. They did not have it. When I questioned the management staff, they simply told me to look for another vehicle in their lot and they would give me a good price since it was month end. I thought it was strange. I test drove a black one but the cost was so much higher. We met the GM there and he said he can sell it to us for $29K. I told him it was a bit high for me and that I preferred the $25,456 price. He said that their selling price on their website includes ALL discounts and when we dont qualify then they add it back in like their new grad discount of $600 and they have to add like $1900 for special paint. My husband questioned him on false advertisement and he got upset. He said that it was legal. Then he withdrew his offer on the black vehicle that we didnt even want. Then he told us to leave. His colleague (***** ********* **** ***) that sat next to him told us to leave too and that he would call the police just because we questioned their false advertisement. Then he threatened to carry my husband out because he was bigger than my husband. We left. What makes me upset is that they lied to us that they had the vehicle we wanted to get us in the door, then tried to sell us something we didn't want and then got upset when we questioned why they are false advertising on their website. Who treats customers like this? This was the absolute worse experience ever trying to buy a vehicle! Their management staff is deceitful and horrible in every way imaginable. DO NOT SHOP THERE! Their selling price on their website is NOT a true selling price.

Desired Settlement: I would like an explanation on their practices, how they are able to falsely advertise their "selling price" and lie to customers to get them in the door. Also is that how you treat customers? They lie that they have a vehicle knowing they never had it in the first place. I can't believe that ***** *** allows this dealership to operate like this. I also want them to know that I left there and purchased the vehicle I WANTED at the next Nissan dealership nearby with EXCELLENT CUSTOMER SERVICE.

Business Response:

Good Morning,

Thank you for providing feedback in relation to a issue you encountered at the Nissan dealership.  First I would like to apologize for anything and everything that took place. 

The initial phone call with ******* in our BDC (Business Development Center) department was the start of the problem.  However, it wasn't an intentional mistake by him.  When you called to ask about a  vehicle that had been advertised, the vehicle was still showing on the website as available.  This is why he stated that you should make the drive from Sun Prairie.  What he didn't know, was the vehicle was delivered to another customer on the 22nd.  The way our system works, is the initial vehicle paperwork is done with the customer and the vehicle is delivered.  The paperwork is put together by the office staff at the selling dealership and sent to our corporate office for processing.  The paperwork is received by our corporate staff, which consists of 3 deal processers for all of the 16 stores under our Group.  The paperwork was not processed until Friday the 26th.  Once the paperwork is processed the computer sends a link to our website which in turn removes the listing within 24 hours.  This is why the vehicle was still showing active in the computer when you spoke with *******.

Once you got to the dealership, there were additional wrongdoings by the management staff.  I can assure you that this was brought up with *** ********** *** *** *** ********** ******** who oversees these individuals.  This is not how we conduct business nor how we have stayed in business for almost 50 years.  We have taken steps to make sure that the problems you have encountered never happen again.

Again, I am extremely sorry that you had to endure such hostile treatment by the management staff.  If there is anything I can do for you in the future, or if you would like to discuss this matter further, please do not hesitate to contact me at any time.

****** ** ******* ********* *********

###-###-#**********

10/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Me and my husband were drawn to this specific Kia dealership due to an ad in our weekly newspaper. The Ad stated that if you purchased a new Kia that you would receive a 500$ gift card as a reward. We purchased a brand new 2014 Kia Soul and never received a gift card. My husband called the dealership to inquire as to where our reward was and they told us that in the ad it says "while supplies lasts" well thats fine we understand however for weeks afterwards they ran the exact same ad stating the exact same reward you were to receive if you purchased a new kia. We feel taken advantage of because of our age (63-64). Not to mention the salesperson told us that had he not sold the car to us that he probably wouldnt have been paid that week because of how slow it had been that month, so maybe he took the gift card himself.

Desired Settlement: We just want what was advertised in the newspaper, the 500$ visa gift card.

Business Response:

Thank you for bringing this matter to my attention.  I have reviewed your deal, and your transaction does call for the advertised offer.  As such, I am sending this to your attention on today's date.

If there is anything additional I can do for you, please let me know.

****** ******* ********* *********

###-###-####/direct

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

******** ****

 

 

 

10/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On a sales contract for my new vehicle I was charged an unauthorized fee for a service. The terms were to have my rims painted to the color desired. Was told by sales person this service was provided and the rims would look like factory rims and service provided was a terrible spray paint job. I have been ignored by sales manager as well as corporate office when I insisted on a refund. The end result was only an exchange of the rims to original factory rims that I have already paid for since my car was made to order. I have already paid for the original rims and wheels and now was charged an additional $500 for the paint. Since I complained that the work was not satisfactory all that was offered was an exchange for the original rims that I had already paid for. I paid $1500 for the wheels and should not be expected to pay for the painting since I don't have painted wheels. I should not have to pay for a service that was not acceptable to me. The sales people misrepresented the paint job that was to be done. I have complained multiple times to Russ Darrow group as well as their Corporate Offices only to be ignored.

Desired Settlement: I desire the refund for the paint work as I am left with factory rims. I originally paid for the rims on my brand new car and should not have to pay for a poor paint job. The sales people should not make promises of services that cannot be provided.

Business Response:

After reviewing your complaint with the parties involved, it was brought to my attention that the original paint job on the rims was less than satisfactory.  The rims were taken back, stripped and repainted, not once but twice.  I am being told that the second and subsequent paint job were pristine and exactly as they should be, however, you were not in agreement.  You paid for a custom service, not a rim that was purchased already painted through a wheel manufacturer.  The custom service is a non-refundable service provided to the customer.  If there is dissatisfaction or buyer's remorse, that is not a reason that the dealership would need to refund the deposit paid.  I apologize that the original paint job was less than perfect, but the subsequent paint jobs were exactly how they should have been.

****** ******* ********* *********

*******************

Business Response:

I again apologize, however, we will have to continue to agree to disagree.  I have already agreed with you that the first two paint jobs were poor and unacceptable.  The end product which I have provided you pictures of are impeccable. 

If there is anything I can do for you in the future, please contact me directly.

****** ******* ********* *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

It is a shame to hear that you continue to deny me a refund for the custom work that was not performed on my car. Your sales people are dishonest.  You say we will have to agree to disagree. How  unfortunate. In the future  I suggest you make it a requirement  that  your personnel  have service records for all work done  on  any vehicle so no one else  has to get ripped  off.  No thanks  I refuse to have  to deal  with  such poor  treatment.

Regards,

********* *********

 

 

10/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contacted Russ Darrow Nissan service department to arrange routine maintenance on 2005 Nissan Xterra. Dropped vehicle off no problem, several hours later received phone call from service adviser stating transmission fluid leaking into radiato and both transmission and radiator need to be replaced. My first instinct was service technician caused this issue because never had overheating problem or transmission was not slipping. Service adviser assured me this is defect that Nissan North America identified years ago so extended manufacturer power train warranty. Service adviser stated the replacement of both transmission and radiator should be covered under this warranty but will be $3,000 deductible. I told service adviser will call back when decide how to proceed and after verify information about warranty so do not perform requested service on vehicle. Service adviser stated some service had already been performed before she called but will wait to perform other service until after hear from me. I call service adviser back and told her will pick up vehicle, found out from Nissan North America that extended warranty will cover some cost of replacement of radiator and transmission but with a deductible of $2,500 not $3,000 as she stated. Ask service adviser where did additional $500 come from? Why changed transmission fluid when know will become contaminated again? If service technician changed oil, why no window cling stating when next scheduled oil change? Service adviser stated necessary to change transmission fluid so vehicle could be driven away from business and service technician did not apply window cling because sticker machine on other side of building from where he serviced vehicle. Couple days later received window cling in mail from Russ Darrow Nissan. I doubt oil changed and believe transmission fluid should not be changed discovered cross contamination taking place.

Desired Settlement: Refund for cost oil change and replacement of transmission fluid. Total of approximately $107.60.

Business Response:

After reviewing your complaint and speaking with the service advisor that was involved with the service at the time your vehicle was present, it is my understanding that you came in and asked for a oil change and a transmission flush, along with spark plugs and few other items.  The oil change was performed first.  No issues with that.  The transmission flush was done next.  This is where the tech notices that the transmission fluid is milky and there may be a larger issue.  The tech then informs the service advisor about any issues that surface and then that is passed onto the customer.  The charges for the transmission flush and oil change will stand as they were requested services by you upon drop off.

If you have any further questions or concerns, please contact me directly.

****** ******* ********* *********

###-###-####/direct

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]            

Regards,

****** ********

 

P.S.  I accept having to pay for transmission flush but stii question whether oil was changed since no next oil change date sticker was provided at time of service - was only provided after questioned if service was actually performed.  

Business Response:

I understand your position, however, all I have to go on is what is notated in the service history.  It states that you received an oil change, so I would tend to think that you did.  If the sticker wasn't placed on your windshield, I apologize for that. 

I will be sending you a goodwill gesture to the address that I have on file.  I hope you will continue using Russ Darrow as your service provider.

****** ******* ********* *********

10/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2010 GMC Terrain through a trade with Russ Darrow Nissan two months ago. They where to put my trade in plates in my new vehicle for me and failed to do so. I'm now waiting on the return of my License plates which they won't get back with me on. I'd like to just switch them over onto my new vehicle or turn them in for a refund of the six months remaining on them. Also, in the paper work for the tax title and license they did not use the correct state tax percentage for either WI or IA. and now i again can not register my new vehicle as the check provided for me to do myself was only for $501. I purchased the car at $17,999. I would have to fork out another $600 to get my vehicle registered. i called with my concerns and they keep saying they will see what they can do but never call me back or return emails. The gentlemen I speak with every time says it was and error on their part but not his problem. i have been given two temporary plates as i didn't even have the check on time before the first one expired. This is my only vehicle and after next Friday i can't drive it and the small check will be expired as well.

Desired Settlement: I would like the dealer to pay the full 5% sales tax for the state of **** and the ******* county fee to get my vehicle registered as it was a trade in purchase deal. It was their error and they admitted it over the phone. also for the return of my 2006 Dodge Charger license plates.

Business Response:

I am in receipt of your complaint and have reviewed it with the dealership and title staff.  It is my understanding that you have received a corrected check to help assist in paying for your states taxes.  As to an out of state transaction, it is the customers responsibility to know what the tax rate is. and how it is calculated with regards to a purchase with a trade.  The sales and finance staff is not trained in any other state other than Wisconsin.  The amount added into your transaction is a courtesy and not always accurate based on your states criteria.  Aside from the taxes, if the trade vehicle plates were not taken off of the trade by you or the other owner they would have been recycled.  We do not keep trade in plates at the dealership as this would create a liability issue.  The plates are the property of the customer and as such you would be responsible for gathering these if you wanted them. 

If you have any further questions, aside from the taxes and the trade plates, I would be more than happy to discuss them with you.

****** ** ******* ********* ********* *******************

9/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: on September 10th I called about a key for an mitsubishi eclipse and ask the cost. I was informed at that time that the key would be$142.20 and the labor to cut the key would be around $60.00. When we came in for our appointment on September 12th, after the key was cut we were informed that we would have to pay and additional $20.22 for shop supplies. Now paying $59.95 for labor that only took about 10 minutes to do is highway robbery, but we knew that going in. What we did not know was that we were going to get gouged again on shop supplies that they didn't even use. When we asked the salesman about it he told us that there is a 10% across the board on all repairs. We did not get a repair, we only bought a key. I tired on numerous occasion to contact *** ******** the manager of the parts department, and he did call once and left a message on my home phone, even after I left my cell number with him and he has not returned any of my other calls.

Desired Settlement: We would like a phone call from Mr.******** and a refund of the $20.22 + tax. We feel that his manager and customer service skills need a little improvement! And we feel it is also unethical to have a additional 10% added on to every bill, no matter the circumstances.

Business Response:

I apologize that no one has reached out to you and explained in detail our shop supply (environmental) surcharge.  All dealer service areas charge these types of fees on every invoice created.  These fees are not just for repairs which would include using degreasers, towels, tools and or equipment, it is also charged on your invoice for a key.  The fee helps cover the techs time, the programming machine for the key and or fob, the computer where the information is imputed, the printer which prints the invoice.  This surcharge helps to cover our overhead of doing business.  I'm sorry that you disagree with the fees, however, they are a standard fee that is charged on every invoice regardless of what's done.

****** ******* ********* *********

###-###-####/direct

Business Response:

I have reviewed your response, and I would like to again apologize that my staff did not reach out to you immediately.  However, once you filed a complaint with the BBB, staff members are unable to speak with you as I handle any complaint from that point forward.  I did speak with *** and we both agreed that we cannot for any reason refund the surcharge as this would set a precedent and we would be liable to refund every surcharge ever charged to every person.  This surcharge is charged by any dealership, no matter what the service is.  I'm sorry you feel as though we "robbed" you, however, I see it as a normal and customary charge. 

****** ******* ********* *********

###-###-###********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of

 

We don't feel that it is good business not to disclose these fees when we specificially called and asked for the total cost of a key. Repeat business comes from word of mouth from satisified customers, good luck with repeat business when not disclosing hidden fees! Just because you stand behind your current policies, we feel they need to be reviewed and corrected!!

Regards,

****** ******

 

 

9/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: During the purchase of my vehicle in April, I was told that I would be receiving a check to pay for my Illinois title and registration. I waited as long as I could until my temporary Wisconsin license plate expired, but I still had not received it. So I paid for my IL title and registration out of pocket. After I had paid for them, I received the check from Russ Darrow. However, it was made out to the ********* ** *****, so I could not cash it. I contacted ***** ******** at Russ Darrow and she said as long as I mailed in the original check and proof that I paid for the license and registration out of pocket, that they would be able to send me another check made out in my name. I waited a month and still hadn't received anything. I called ***** ******** again, asking her to call me back, with no response. Another day she wasn't working. When I finally got a hold of her again I asked if they had received everything I had sent in and she said that she had. I asked why I hadn't been sent another check and she said she wasn't sure it was a part of my contract. Why would they tell me that I would receiving a check when I purchased the car? It was the only reason I had been expecting it. And why else would I have received it in the first place. She told me she would look into it, so I made sure she had my number. A couple days later I still haven't heard from heard her. All I'm looking for is the check for title and registration that I was promised in the first place.

Desired Settlement: Check for Illinois title and registration that I was promised when car was bought

Business Response:

After reviewing your complaint and pulling your deal jacket, it looks as though you provided ***** with a Illinois Registration ID Card which specifies a Renewal Fee Due of $196.00.  Was this actually paid by you, and if so, please provide the receipt or cancelled check indicating payment.  Once I have this information, I will send out a check the same day to the address that I have on file.

****** ******* ********* *********

###-###-####/direct

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ***


The form I sent does say renewal fee due, but next to that it states purchase date.  This is because I purchased it.  This is the only receipt they gave me.  It does say 04/09 because they adjusted it to the day the car was bought, but if you look at the top it says it was purchased 05/13/14, because I still had not received the check from Russ Darrow at the time and my temporary plates had already expired.  I would actually print out a copy of the voided check except it was from bank account that I just had closed, so I am unable to do that (I switched banks).  I did however send back the original check that I did receive from Russ Darrow which I was unable to use since I received it after I had already purchased it.  And ***** had told me that should be sufficient.

 

 

Business Response:

I will be sending out the check today.

****** ******

###-###-####/direct

9/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was shopping for cars at Russ Darrow because I saw one on line that I liked. When I got there the car was not on the lot. They had a similar car at another location and asked if I wanted to test drive it. I said that I would and then they asked for my bank card to insure that I would come back the next day and test drive the car. I told them that they could not use the card and they assured me that they would not, He said "look at me "We will not run this card, trust me". I returned the next day and drove the car, but was not impressed, it wasn't what I wanted. So I left the dealership.I checked my bank account and they charged me $100.00.

Desired Settlement: $100.00 placed back in my checking account. They have ruined my granddaughters birthday and I ca not pay my bills.

Business Response:

Please provide the dealerships location so that I can look into this.

****** ******* ********* *********

###-###-####/direct

Consumer Response:

I have received the payment from Russ Darrow.  Please be aware that the bank has been notified and that no further transactions will be accepted from your company.


Sincerely


***** *****

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

***** *****

 

 

 

9/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Four weeks prior to my visit to Russ Darrow Nissan to lease a 2014 Nissan Altima, they had been running ads in the Milwaukee Journal Sentinel stating without any reservation, asterix, star etc. that a specific Altima with a specific stock number would be $159/month plus zero down"tax, title, license, and doc. fee for 36 months. In the body of the ad, it states ALTIMA $0 down + $159 first month's payment = $159 due at signing. In the same paragraph, it stated Total of payments ...Altima $5742. Tax, title, license fee extra. The ad ran again on June 1, 2014. On Tuesday, June 3, I went to the dealership to lease/examine the 2014 Altima specifically advertised, Vehicle Stock Number N14515, Model 13114. I met with sales person ****** ******. I was happy with the car except for the dealer added "wheel locks" that was listed on the window sticker w/car details and the MSRP listing Splash Guards $148 and floor mats $106.. ****** encouraged me to add seat protection and paint protection. I declined. We went inside to start the paperwork. I gave them my drivers license and social security number so they could verify my existence and a credit report. When ****** came back from meeting with *** ***** *******, he handed me a sheet with the Stock Number for the car and in pen, monthly payments totaling $265/month plus tax, title, license. They had added $810 destination & delivery, $595 acquisition fee, and $1,995 paint protection. While it notes a $600 college grad "promo," I didn't qualify. The claim that $159 due at closing had been increased by $3,400. Since neither number stated the tax, title, license, and doc. fee. License and title is about $174 and Russ Darrow's doc. fee was $299. When I questioned this, they dropped the payment to $235 after meeting with *** ***** *******. ****** said that because this was a $159 Darrow deal, they could add these other expenses. How could the "offered" paint protection be on the auto. It was not listed on the window sticker. This is classic "false" advertising. They continued this same ad into July. The most recent ad on JULY 20TH still states $0 down payment. "$600due at closing." Plus tax, title ,license t & doc. fee. Total payments for the Altima...$5724. A sign on the salesperson's desk said if you had a complaint, please call Nick Saidai at 1-414-410-2255. I presume he was *** ******* ******* and he said he was sorry but that was the way they did it and it was legal & appropriate. I stated that that is NOT HOW most dealers handled this type of lease. Almost all add the "additional $ due at signing in the ad.

Desired Settlement: I want to lease a comparable car as the one I wanted on 6/3/14 as advertised for $159 down, $0 down payment plus tax, title, license, and $299 doc. fee.

Business Response:

I have provided the following response to another agency in relation to the same complaint as follows:

In reviewing the complaint in its entirety with *** ******* ******* and **** ******, we have come to a determination that the vehicle as advertised would have and could have been sold at the time Mr. ***** came into the dealership.  The vehicle as listed with the specific stock number was not sold until June 7, 2014.  The paper received by the Salesperson is not a contract and the figures can still be negotiated if not agreed upon.  We as a large dealer group try to be very transparent even in our advertising.  If we are advertising a deal on a specific vehicle, we intend to sell that vehicle under the terms and conditions set forth in the disclaimer. 

It is my understanding that Mr. ***** would like to lease the Nissan Altima for the advertised price at the time of the incident, however, this is not possible.  The incentives and residuals associated with each advertisement change on a weekly/monthly basis.  If Mr. ***** passes the finance check and is approved, Nissan would not allow the lease under the terms set forth in the June advertisement.  We are currently advertising a like deal on the 2014 Nissan Altima with a $179/mo. payment.  I would like to set up an appointment for Mr. ***** to come in and lease the current advertised vehicle.  As such, I put in a call to his home number listed in the complaint to see when he would like to come in.  As soon as I hear from him, I will contact you and let you know the details.

In speaking with the other agency in which you have filed a complaint with, you are unable to take on an additional car payment at this time.  So, I will be closing my file on this matter.

****** ******* ********* *********

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Business Response:

I am sorry that we continue to disagree.  As I have previously stated, we will be unable to buy out your current lease and as such you are not in a position to enter into another lease for the Nissan as advertised. 

If you financial position changes and you would like to purchase or lease a vehicle, please contact me directly.

****** ******* ********* *********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Russ Darrow Nissan, you continue to abdicate from what **** ****** said about this issue when I was first contacted. He acknowledged a responsibility for what transpired on June 3, 2014 and said that Russ Darrow Nissan would honor the original ad of $159/month and $159 at signing. If this requires the Russ Darrow Corporate giant to suffer a financial loss in order to honorable and respectful of its customers. That as I wrote before, is the price all corporations pay to maintain their good name. Look at ****** and **** ***** with their security breaches. Criminals attacked their good name and the companies offered free credit service. That will cost a lot more than buying out my current 2014 Honda Civic LX lease by Russ Darrow Honda and selling it for a small loss. Then I can get the Altima I wanted for the advertised price and costs due at signing. While in 50 years of successful auto sales and growth in dealerships is admirable, not honoring the company's advertising really tarnishes that history. What will Contact 6 say about a pattern of leases advertised at one price and then charged $2,900 more?

I remain flexible for a solution other than "sorry."


Regards,

*** *****

 

 

9/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went in for an oil change on 6/7/14 and asked them to inspect the A/C unit. They informed me I needed a compressor and belt replaced. They replaced the belt but didn't charge me parts or labor on the bill, which I paid at the time. On 8/2/14, I received a bill, marked PAST DUE in the amount of 139.60 for services unexplained.

Desired Settlement: Explain what and why I'm being billed 8 weeks after service was done and the bill was paid.

Business Response:

I have spoken with the accounts clerk for this dealership and it looks as though you have paid the bill as of September 9, 2014. 

If there any further assistance I can provide, please contact me directly.

****** ** ******* ********* *********

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9/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a car over the phone, I had asked specific questions about the interior, a/c system, top ( as this is a convertible) and general condition. The sales person said everything was perfect and all was in working order. After that conversation I made the the purchase and arranged for shipment. When I received the car there was a large hole in the drivers seat bottom, the top has several holes, and the a/c system is inoperative. I placed a call to the dealership and was told there was nothing they could do. My sales person admitted, he had told me all was well and owned that there was miscommunication. If I had been told the truth about the car obviously I wouldn't have paid near as much. I feel that I have been lied to and the fact I'm over 600 miles away they can take advantage of me and the situation.

Desired Settlement: I would like some financial help to just make the the car as they had represented it.

Business Response:

I apologize for not responding sooner, however, I will need more information from you to look into this matter.  Please send me pictures at the time of delivery showing the issues you stated in the complaint, the transporters report showing the pickup condition and delivery condition and any estimates you have received to fix the issues that you say were not disclosed at the time of sale.  Once you have that information, please forward it to me and I will review the information and respond back to you.

****** ** ******, ********* *********

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9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last year I asked Russ Darrow to remove me from their mail list. They said they would. However, last week I got junk mail from them again.

Desired Settlement: Remove me from their mail list.

Business Response:

I am sorry that you continue to get unwanted mail/advertisements at your home.  I have given your information to the advertising department to take off of the mailing list and to delete your address from our system.  I will inform you however, that if an when we purchase an advertising list from a company and you opted in to that mailing list, you will receive mail from Russ Darrow.  The lists that are purchased do not go through our database and therefore cannot be caught by the advertising department as mail unwanted.  The way to get off of the databases where you opt in would be through the Federal Trade Commission, Junk Mail Opt Out:  ************************************************************   This is the Federal Trade Commission Website.  There are two options to opt out for, i.e. 5 years or lifetime

 

****** ******* ********* ********** *******************

Business Response:

I have reviewed your response, and I will reiterate my response...we do not provide, sell or release our customers information to any third party.  We hire third party outlets to send mailers to potential customers based on lists they purchase from other third party vendors, not Russ Darrow.  We do not want you to receive anything from us that you do not want.  We do not intentionally send you these mailers just to irritate you to the point that you file a complaint with an agency that requires a response.  This creates a lot of unnecessary time consuming responses by both of us.  In my previous response to you in 2013 I provided the following information:

The way to get off of the databases where you opt in would be through the Federal Trade Commission, Junk Mail Opt Out:  ************************************************************   This is the Federal Trade Commission Website.  There are two options to opt out for, i.e. 5 years or lifetime.

I hope this helps you and if in the future you receive anything from us, please disregard it and place it in the recycling bin.  Again I apologize for the time you have spent dealing with this issue.  It is not intentional by any means!

Thank you for understanding,

****** ******* ********* ********* *******************



Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

***** *****

 

 

 

9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I purchased a used vehicle from the dealer I traded in two vehicles. When the purchase price and trade price was agreed upon we went to going through the numbers. Everything looked fine but after they went to get financing even though I have amazing credit I was denied by 5 banks and I didn't know why. ***** ***** accepted it as it looks like they must do a lot there as they have awards for how much they use them. After completing the deal in the next few weeks I came to find out that the loan was being taken for 29,000 when I thought it was 24,000 because charged some outrageous $5000 finance charge which they had told me at the time "the cost of extending financing to me by the bank".I called landmark credit union to inquire when I received the refusal of credit and asked them about it and they told me that a not a charge from the bank but instead a charge from the dealer which is typically a bogus charge used to cover other things up and that it should be much much much lower if any at all. I do not know who to contact at the dealer in regards to this but I think it's really bad on their part to do this to people as i asked the bank what my payments would be without that and they would be almost $100 a month less. If they hadn't lied to me about what the charge was for I most definitely would not have purchased the vehicle at that price!!!!

Desired Settlement: I would like a refund of all or at least a good portion of this finance charge that they told me was a bank charge when really it's them just marking up price of the car! !

Business Response:

I apologize for any confusion with the "Finance Charge" section of the contract.  However, it is my understanding that you spoke with the ******* ******** for Russ Darrow Group, who in turn cleared up any confusion you may have had.

If you have any further questions, feel free to contact me directly.

****** ******* ********* *********

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Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

****** ******

 

 

 

9/15/2014 Problems with Product/Service | Complaint Details Unavailable
9/15/2014 Advertising/Sales Issues | Complaint Details Unavailable
9/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a vehicle which I was told would take 4 - 6 weeks to receive; arrived after 7 and a half weeks. lots of waiting.... dates and time frames given were wrong. no calls made upon progress. upon picking up the vehicle the sales agent had to fill up the tank, even though it had been there over a day. when he went to do this he forgot the gas card. more waiting.... when i get the vehicle it was filled only 3/4 of the way full. i thought new cars came with a full tank of gas but i'm told this is russ darrow's policy. POOR! i needed some additional service which was contracted in original deal, and told i would be called the following week. calls were not made again.. more waiting. when the car could be arranged for service i was told it had to be in late monday, and it would return on wednesday. during this time frame, my car was 'shipped' out to have a sunroof installed. i was promised a rental, and when i would have called to arrange that on tuesday i was told they were all out for a show. i got a ride to work for the next day, and had to call to find out my car had come in. i specifically mentioned when i'd be done with work, so i could be picked up. i sat on the sidewalk stoop for 45 minutes before i was picked up, tears in my eyes as i had called in someone else to pick me up because of their failure to follow thru. upon picking up this car, i just wanted to get out as soon as possible, and i failed to notice that they had used up every last bit of gasoline in my car. i had to go to the station immediately. over 100 miles were drivin on my car that i was unaware of.

Desired Settlement: the nice thing to do here would be to send a prepaid gas card. it's the least that could be done for all of this trouble i've been put thru. the amount of time spent at the dealership, the lack of phone calls, the lack of gas in a new car upon reciept, and the use of customers gasoline til the point of exhaustion. it's poor customer service, considering this amount of money spent on this new vehicle, i think that would be a small token of appreciation.

Business Response:

Thank you for taking the time to speak with me in regards to your recent purchase.  It is my understanding that we have resolved this to your satisfaction. 

If there is anything else I can do for you in the future, please contact me directly.

****** ******* ********* *********

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Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

******* *****

 

 

 

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this dealership has tough us. they told us different price for vehicle service, but charge more later. secondly, we took our van to the dealership on Saturday for oil change they gave use report and did not mentioned that plugs needs to replace. next day van misfired and we took to the dealership, told us that plug is cracked inside the engine. stated that this will cost $4000.00 for that. this dealership always tell less cost before service but on later time of delivery charge extra (hidden charges). we spent almost $9000-10,000 this year on this dealership. also, bought a used vehicle; van was making too much noise, we told them about it; stated there is nothing wrong. when we took van back to them, they stated that A Pipe is needs to be changed; estimate was given for $500.00, but when we went to take van we were charged approximate $800.00. when we bought this van, this dealership tried to sell us mainatainance plan for $6000.00 for a old van. I would never recommend this dealership to any of my friends or relatives. very poor service. we have some pending credit which has not been sent to us yet

Desired Settlement: whole loss was because this dealership did not paid attention on the time of service. they lie to there customers, cheat them

Business Response:

I'm sorry if you feel the service department has taken advantage of you or if we failed to disclose a pending issue with your vehicle.  When vehicles are brought in for an oil change, the service is done by a lube tech, not a service tech.  The lube tech goes through a thorough 17 point inspection on the vehicle.  This inspection does not notate spark plugs.  There is no way to see a faulty spark plug unless there is an evident issue with the vehicle that would require the spark plugs to be removed and reviewed.  It is unfortunate that this happened the day after the oil change, but there would not have been any way to make that diagnosis even if a service tech would have done the inspection.  As for the cost that you paid to fix the van, there is specific protocol that we must follow as stated by Wisconsin law.  We would have the customer authorize the work to be performed under a quoted price.  If there are issues while performing the work, we would need to call the customer an reauthorize additional work and or money to be added to the estimate.  The estimate would not just change from $4000 to $10000 without any communication. 

As for the other van that was purchased and came back with a pipe issue, again this would follow the same protocol as above.  In addition to the quoted price there is tax, shop supplies and an environmental fee added to every bill to every customer as some of these fees are imposed by the State as shop taxes.  As for the service contract that was available for purchase at a price of $6,000, we routinely quote the price for any vehicle that a service contract is available, even if it is a large price.  The customer has to make the determination as to whether or not they want to purchase the product for any possible future repair.

I will again apologize since it seems as though from my review of your file, that you have been a long time customer of Russ Darrow Group. 

****** ******* ********* *********

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Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. however, as a customer i felt be fooled by Rus Darrow because initially there was no explanations of total charges to the customer or there are so many hidden charges those are more expensive than the actual vehicle service. 


Regards,

 

******* ******

 

 

 

9/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I traded in my 2008 Chevy Trailblazer on July 5, 2014. I had to mail a key for the lock, pin & trailer hitch cover that was on the vehicle to the dealership and asked for the items to be returned to me. After several contact attempts and over a month later I was finally told that the lock and pin had been destroyed but the trailer hitch cover was mailed to me about 2 weeks ago. I still haven't received anything. I had also been told I would get free oil change coupons mailed to me I had to make several contact attempts and finally received these a over month after purchasing my new vehicle. When I contacted Russ Darrow I only received one response from someone other than my salesperson and she was of no help in the matter. My salesperson made some comments to me that were quite frustrating and inappropriate.

Desired Settlement: I would like them to acknowledge their lack of customer service and that the comments made by my sales person Joe Larson were uncalled for. Would also like them to acknowledge their lack of response. I would still like my original item (Scooby Doo hitch cover) returned to me. I would also appreciate a check or Visa gift card in the amount of the free oil change coupons, as I don't plan on ever returning to Russ Darrow after this experience. I would gladly return the free oil change coupons as well.

Business Response:

After reviewing your complaint, I contacted the service department that would have mailed the trailer hitch cover back to you.  After some looking around, they found the box and the packing slip.  This was sent to you as of today's date and I am attaching the tracking slip for proof.  Also, as for the coupons for the free oil changes, these are generated for every customer who purchases a vehicle from our dealer group.  As such, they are mailed to the customers within 6-8 weeks after delivery of the vehicle.  You received the coupons within the allotted timeframe in which we allow due to the size of our group.  I cannot provide compensation in lieu of the free oil changes. 

****** ** ******* ********* *********

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Business Response:

After reviewing your response, I apologize for the way in which the entire matter was handled by my dealership and myself.  We are in the business to sell vehicles.  We cannot do this unless we have customers such as yourself.  We try to succeed everybody's expectations, but sometimes we fall short.  We use every complaint as a learning and training tool so that we do not continue to have repeat issues. 

Again, I apologize for the way you were treated.  I will be forwarding your complaint and response directly to *** ******* ******* so that he can deal directly with the staff.

****** ******* ********* *********

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Consumer Response: Thank you I greatly appreciate that. One other thing is that I know Joe Larson had mentioned that he was waiting for another trade in to come in order to get a trailer hitch pin to replace mine which was damaged however the one that I received is nothing like the one that I had and is also in worse shape than the one I had. Also he should not have told me it was mailed out 2 weeks ago when in fact it wasn't. I appreciate the fact that he was trying to replace it but he should have told me right away when he knew my items were damaged instead of with holding that information from me. It would also have been nice to be informed that the oil coupons don't get mailed until 6-8 weeks after purchase. I also feel that I was somewhat pressured into buying my vehicle that day so much so that I actually in fact regret my purchase as not only is my interest rate higher but my budget is now tighter than it was with my Trailblazer. I also feel that the time I spent at the dealership the day of purchase was perhaps a bit unreasonable. We were there about 3 hours or more and spent about over an hour of that just waiting to get into sign the papers. I know you are in the business of selling but your people including the finance person should not pressure people and when someone says no they should accept that. Again thank you for your apology and for returning my item as I requested.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

******* *******

 

 

 

8/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a silver 2014 Toyota Tacoma from Russ Darrow Toyota on May 20, 2014. Prior to making the 4 hour drive from my home in *********** ****, I spoke with the salesperson about the vehicle. ***** ******* was assigned to be my salesperson following my phone call after seeing the vehicle on a car-finder website. ***** stated that the vehicle had only been on their lot for a week and a half. He also denied that the vehicle had any damage. He stated that a hail storm had gone through the West Bend area recently but that only some Toyota Prius and ***** had received damage. After my arrival at the dealership on May 20,, 2014 I inspected the vehicle as it sat outside on the lot. I didnt see any damage at that time. Two days later I cleaned the vehicle at home again. While buffing out the wax that I had applied on the vehicle I found dents on the hood and the roof. These were clearly visible with the vehicle sitting inside my garage. The date was May 23, 2014. It took a week before I could reach ***** about this. On May 30, 2014 I advised him of the situation and requested Russ Darrows assistance in fixing what I thought were hail dents. ***** then stated that these couldnt have come from the hail storm in the West Bend area because the vehicle hadnt been delivered to the lot until after the hail storm. He spoke with me at length about this and repeatedly requested that I keep the estimate under $100.00. It was after this phone call that I had obtained evidence of hail damage repair that was done at Russ Darrow Toyota on May 2, 2014. This was documented on a Toyota dealership vehicle database that came from my local dealership, ****** ******. On June 2, 2014 I took the vehicle to ****** ****** in ******* ** were a dent repair company inspected the vehicle and found over 30 dents between the hood and roof. There was also evidence of glue residue and high spots which indicated improper and incomplete repairs of the hail damage previously. I spoke with ****** *****, *** ***** *******, on the afternoon of June 2, 2014 and advised him of the situation since ***** would only provide me with his personal e-mail address, couldnt find *** ***** ******* to seek guidance on this problem, and began to give me the impression that the repair estimate needed to be less than $100.00 before Russ Darrow would repair the damage. Mr. ***** told me that he would have to review this information with his ******* ******* and then get back to me on the solution. I sent him the estimate and information regarding this problem by e-mail and later received a confirmation that hed received it and was going to review it with the ******* *******. I received an e-mail on June 4, 2014 stating that there were no excessive dents on the truck after they were repaired. He also stated that research we did showed a hail storm that had moved through your area over the past weekend that may have contributed to the 30 plus dings your estimator found. At this time we are not able to provide any further assistance.

Desired Settlement: Russ Darrow Toyota pays the $550.00 repair estimate that I obtained while the vehicle was inspected at my local dealership.

Business Response:

After reviewing your complaint alongside the DOT complaint, it is notated that you did not include that after driving home, your city had a hail storm.  The damage the vehicle sustained while on our lot, previous to the sale was very insignificant and was completely taken care of for approximately $200.  The amount of hail damage you speak of that you noticed after the time of sale would have been evident at the time of sale to you.  As a customer you have the right to take the vehicle to an independent mechanic for an inspection.  By signing the Purchase Contract and taking delivery of the vehicle locks you into an agreement with no implied or stated warranty.  The hail damage that was evident on the vehicle after sale came from the hail storm that went through your area after delivery. 

****** ******* ********* *********

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8/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: dealer went back on deal of 10% at 244/mo. 350 miles on jeep before buy. excessive pressure by financial officer.

Desired Settlement: reinbursement of 350 miles gas reinbursement for 2 trips. jeep fixed.

Business Response:

After reviewing your complaint and speaking with you directly, the appointment for August 21st at 11:00 a.m. has been confirmed.  As stated over the phone, the service department will fix the Jeep's molding.  I have spoken with the ******* ******* and ******* ******** about your concerns with the negotiated/quoted interest rate and corresponding payment.  They will be addressing your concerns with the appropriate staff members.  Lastly, I will be providing you with a goodwill gesture that I will personally mail to your home address.

If there is anything that I can assist you with, feel free to contact me anytime.

****** ** ******* ********* *********

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8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Summary: i purchased a used 2003 Dodge Dakota SXT 4x4 truck from Russ Darrow Kia of Wauwatosa, WI on 5/1/14. i had many questions about the price and was intentionally misinformed by the ***** ******* Lamont *****. I was charged $2080 for services i specifically stated that i did not want. I was charged $390 more then sticker price and was told it was a unspecific bank fee that banks sometimes add...that the bank added it. Finally, i was sold a vehicle with undisclosed problems that the dealer refuses to fix after 0-3 miles of use. Explanations: 1.I explained to the ***** ******* that i DID not want anything whatsoever included in sale that was not required to obtain the loan such as license ,taxes and reasonable/customary fees. =During the closing the ***** ******* (Mr. ** *****) was going over a PRINTED contract that ALREADY HAD the price of of an extended warranty for $1750 and service plan for $230 printed on it. I asked him directly if these were all things i HAD TO HAVE TO HAVE THE LOAN and he said YES. That day i paid only $1400 of the $1500 down payment and did not have proof of insurance. Subsequently i could not take the truck that night and had to return the next day. when i returned the next day i told the salesman that i wanted to go over the contract with the ***** ******* again because i felt that the numbers did not add up. i Asked the salesman Specifically if all of the charges were for required for me to get the loan and stated that i didn't want anything i didn't HAVE TO HAVE. He told me that everything on the contract was needed to get the loan. when i showed the contract to my friend familiar with car purchases it was very clear to him that i had been charged $2080 for things that i did not need or want. When i complained to ***** at corporate headquarters Mr. ***** told her that i did not understand the contract. This is in fact a lie. i remembered specifically when he went over the extended warranty and he stated that i got (as in implied that i got free included with sale) the 24000 mile 2 year warranty or that i could buy the next upgrade for a charge. i told him i didn't want to pay for anything extra and i would just take what was included. he never corrected me and lead me to believed i received an extended warranty as a matter of course for buying the truck. i stand firm that he lied to me directly on numerous occasions. Paperwork has been initiated to cancel the extra premium charged service and to have the extra charges returned to the loan company. i have been told this will take 6-8 weeks. 2. I was overcharged $390 from the tagged price. i specifically asked the ***** ******* about this discrepancy in the math and he stated that it was an extra bank fee. i was told by ***** at headquarters that it was a computer error and that i will receive a check in the near future. 3. when i left the lot my helper followed me home approximately 2-3 miles to my home. upon arriving at home my helper informed me that my 3rd brake light was out. we inspected the other lights to make sure that they all worked before we went to the parts store to buy the brake light. during the inspection we found that the drivers side headlight did not work in the high or low beam positions. we purchased the required bulbs. the third brake light was fine but the headlight was not corrected by changing bulbs. after searching for fuses or relays in the owners manual we found that there are none for this vehicle. instead, there is a device called a CTM that controls the lights in this make year and model. this is a very expensive repair with some reports being well over $1000. I contacted ***** at Russ Darrow Group. after a few days she told me the warranties would be reversed and charges returned, that i would be reimbursed $390 for overcharge plus taxes paid but i was told that the truck would not be fixed. she stated that the sales person and ***** ******* said all the lights worked when i left. it was mid-day and sunny when i received truck and sales person did not test lights when truck was dropped off front by porter. ***** suggested that i maybe damaged the computer by changing the bulb. this is not a dealer required maintenance procedure. i have changed many car bulbs and never caused computer damage by doing so. i have three service manuals for various cars and none have warnings about changing bulbs. i received my truck with a drivers side headlight bulb is a different manufacturer then the passenger side . that light socket has a part number written on in in black permanence marker with a part number on it as well as R B G where the red black and green wires go. the passenger side light socket has no writing on it whatsoever. the car has 5-6 miles on it since i drove off lot. from dealer to home and home to parts store to home.

Desired Settlement: 1. the charges for Warranty and service plan removed from loan amount or paid back to loan company. (i filed the form with ***** via email on 5-7-14) 2. return overcharge of $390 and applicable taxes. 3. Have problem repaired by a qualified dealer at a DIFFERENT dealership within Russ Darrow Group ...OR...agree to pay for repairs at dealer of my choice. 4. letter of apology from the Russ Darrow Group

Business Response:

After reviewing your complaint, it has been brought to my attention that the warranty was cancelled after your request and signature on the cancellation form.  The funds for the warranty that you purchased and decided not to buy after the sale was sent to your lender to bring down the balance owed on the vehicle.  As for the price difference or the overcharge on the MSRP, it is actually a number that doesn't have any bearing on the cash price that you agreed to on the contract.  The MSRP is taken from the WI Buyer's Guide and is a starting price for the discount to be reflected upon.  In the end and in consideration for the issues that you have complained of, we provided a check to you at the address on file for the difference.  As for the repair issue, the lights on the vehicle at the time of delivery were in working order.  If something happened after delivery of the vehicle, that is outside of our control.  It is my understanding that a rodents nest was found in the bracket area and might be the cause for this issue.  As you may or may not know, this can happen at any time.  If there was an issue with the vehicle at the time of purchase and or delivery, it should have been brought to our attention at that time.  As soon as you drove off of the lot the vehicle was no longer in our custody or care and as such we will not be offering any repair assistance on the 11 year old vehicle.

If you have any questions, feel free to contact me directly at ###-###-####.

****** ******* ********* *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

I DID not decide to cancel after purchase..There was no misunderstanding...I WAS LIED to twice!

Regards,

***** *****

 

 

Business Response:

I am sorry that you feel that you were taken advantage of by the sales and or finance staff at the time of the transaction.  I tell customers that they need to read and understand what they are signing.  If you did not want one or more of the options you chose to purchase (please see attached worksheet) then you could have chose to decline the additional services.  Instead you chose to accept the warranties with the higher monthly payment.  As you can see on the bottom of the worksheet in the disclaimer section, it specifically states the following:

                             Purchasing any value added products is not required in order to obtain financing...

Again, I am sorry that you did not have a pleasant purchasing experience with the Russ Darrow Group.  We strive for 100% customer satisfaction with every person who walks through our doors!

****** ** ******* ********* *********

8/25/2014 Problems with Product/Service | Complaint Details Unavailable
8/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I took my vehicle to Russ Darrow on 3-18-14 in regards to a issue that their technician stated that my car had last year around July 2013 dealing with the front struts. Prior to taking my vehicle back to them I had it inspected by a reputable dealer to see if they saw the same damage. The reputable dealer actually saw what they saw but also diagnosed the noise as the bushings. So on that day I told them that dealer diagnosis and showed them the paperwork from that dealer. So the tech guy told me they would have to do their own inspection but he did see from the last visit that the car needed struts but he would have his techs check for the bushings as well. I recieved a call from B getting the ok to repair the car because their diagnosis only showed front tension struts damage. I said ok asked him about what the other dealer saw and he said they didnt see all that, he called the warranty company all went well paid my deductible. I picked up my vehicle and at first on a smooth ground level you heard no noise but I went over a bump and noticed the noise again and this was the same day I picked it up. I called B the same day as well told him what I heard he told me to come back in. The next day he had his tech guy ride with me and a friend and they said the bushings was bad as well. They agreed to fix the car no charge to the warranty company their mistake. Took the car in the next week work done but my car now has a split bumper in the front and no one knows how it got their I asked questions about it and yes this was very noticeable they also said their was underbody damage to the shields understandable. They had nasty attitudes and wonder why I was upset the service manager hung up in my face because he said I was asking him the same questions after yelling at me I felt I was mistreated because I am a Woman. B said it came from wear and tear the Manager guy said I must have hit a pot hole. No under body damage or fascia damage was reported to me and they looked at this car more than twice

Desired Settlement: Its gonna cost me a over a thousand dollars to replace the bumper and if all that damage was their why would you not alert the customer the first time after you inspected the vehicle. Unacceptable. I do have estimates and can fax them in if neccessary. Thank you

Business Response:

I am sorry for the delay in responding to your complaint.  In order to properly assist you, I will need to know which Russ Darrow dealership you had your vehicle serviced at.  Also, please provide me with the estimates as well as pictures of the damage you say was caused by Russ Darrow.  As soon as I receive this information, I will review it with the Service Manager and respond accordingly.

Thank you,

****** ** ******* ********* *********

*******************

8/21/2014 Problems with Product/Service | Complaint Details Unavailable
8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a car from this company in march of 3013. I put a $3000.00 cash down payment on the vehicle. I have a purchase contract and a sales agreement showing the $3000.00 down payment. Both papers have the employees signature as well as mine. They are stating they never received their $3000.00 from me and now have sent the bill to a collections agency. They are saying they are not honoring either of my contracts as a receipt that I paid $3000.00. I never received anything besideds the two contracts from them that stated the $3000.00 I paid.

Desired Settlement: I would like 3000.00 to be off my credit and this matter to be resolved. I am not paying an additional $3000.00 when I have already paid $3000.00 when I purchased the car.

Business Response: The Motor Vehicle Purchase Contract that shows the Cash Down Payment on Order is only to show what you intended to put down on the deal at the time you negotiated the contract.  This document is not the receipt for acceptance of the down payment.  If the down payment was paid by debit/credit card you would have a charge slip.  If the deposit was made by check, your cancelled check would suffice as proof.  If the deposit was made by cash, then you would have received a normal size sheet of paper indicating your name, stock number and amount of deposit associated with a specific Purchase Contract.

I will be happy to inform the collection agency that this matter has concluded and to delete it from your history.  I will just need a copy of one of the above proofs or receipt indicating the $3000 was given to a Russ Darrow employee.  Upon proof of payment received, I will notify the proper parties to delete this immediately.

                I will await the documented proof.  If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

Business Response:

Please respond with the location of the dealership in which you purchased the vehicle and bank records to support that you may have withdrawn the $3000 on the day of the transaction.  Upon receipt of this information, I will further review the situation.

****** ******* ********* *********

Consumer Response:

Better Business Bureau:


I have spoken with Russ Darrow and the situation is resolved. I no longer need assistance. Thank you

Regards,

****** ******

 

 

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My son and I test drove and then purchased a 2008 Chrysler Sebring on Saturday, February 15th, 2014. The car had a clean inspection report. When my son drove the car from the dealership to my home, I noticed stains on the driveway. Thinking it was a slight oil leak, I told my son to watch the oil level. On Monday, two days after the purchase, my son drove the car to Chicago to work. The brakes failed at that time. The brake fluid had completely leaked out. He took the car to a repair shop in Chicago where the mechanic told him the problem was with the ABS system. My son called Russ Darrow in Wauwatosa. The service manager told him to tow the car to the dealership. He drove the car there, and they repaired the car. My issue is that I believe this was a pre-existing condition on the car. The inspection report stated the brakes were good. Russ Darrow charged us $350 for the repair. Since I believe this was a pre-existing condition, we should not have been charged. The dealership refused to give any compensation for this matter.

Desired Settlement: Since I feel the dealership sold us the car with an undisclosed problem, they should refund the 350.00.

Business Response: Please provide the paid in full receipt showing that the service was completed on your vehicle, and I will issue a reimbursement check immediately.  Sorry for the inconvenience this may have caused you.

****** ******* ********* ********l  ###-###-####

Business Response:

The reimbursement check was mailed on August 13th.  If you do not receive it, please do not hesitate to email me directly.

****** ******* ********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

******* *****

 

 

 

8/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Russ Darrows web page for the N 76th street location is advertised as being open on saturdays until 1pm. I went to this location on june 7th at 12:20 and was waved off by a female mechanic that looked to be in her mid 40's. I got out of my car after I grabbed a couple items ignoring the waving and she runs over to me and says they're closed. I look at my clock and said its 12:20 the website says your open until 1. Also your garage door is still open and you have an open sign still being displayed. She says they wont take any more cars. I ask to speak to her supervisor and she turns around and sarcastically tells me to have a good weekend. A few minutes later what I assume to be her supervisor gives me the same spiel she did. Their hours are already not convenient as I work during the majority of their times of service so for me to be sent off was very frustrating.

Desired Settlement: I would like the managers to first of all know how their service center is doing business. I would like to see cars being accepted until 1PM. I would also like the guilty parties involved to be reprimanded .

Business Response:

I am sorry for the poor service you received from a Russ Darrow Group dealership.  The service department for this particular store was 1:00 p.m. at the time you came in.  It is now however open until 2:00 p.m., which was just started last week and is not even being advertised as of right now.  I did speak with the Service Manager, who was not on duty at the time of the incident, and he assured me that the person you are speaking of is no longer with the company. 

Again, I apologize for the way in which you were treated and hope that you will come back to receive the quality of customer service we strive to provide here at Russ Darrow.

****** ******* ********* *********

###-###-####/direct

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

**** *****

 

 

 

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 *******. 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.

Desired Settlement: Because they could not accomplish what was promised, a duplicate key, I feel I should be refunded all charges.

Business Response:

In reviewing your complaint and speaking with the staff involved in the transaction, your wife asked for a working remote.  A remote was ordered and programmed and paid for.  We were unable to give you a duplicate key as you are not in possession of the original key.  It is my understanding that you received what you ordered and since it was programmed, we cannot refund your money.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

 

Business Response:

In lieu of responding anymore on this complaint and in light of the circumstances surrounding what the customer thought and what they may have been told, I will agree to send a goodwill gesture, that I hope makes up for the time and energy in replying and responding back and forth to this complaint.  This will be mailed out on August 14th to the address listed on this complaint.

****** ** ******, ********* *********

###-###-####

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.  The settlement is less than I hoped for but they are not worth any more of my time and effort to settle this in a manner I feel is right.

Regards,

 

**** ********

8/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle in August of 2013 and I now traded it in. Apparently the dealership never registered the vehicle properly throughthe DMV. I went to the dealership and ****, the NEW ******** ******* and ****, the ***** ******* made me feel degrading, incompetent, being taken advantage of because I am a young woman and they told me they were better than me because they know more than anyone else. I had to pay upfront for my vehicle registration BUT I never received one on the 2013 Dodge. **** told me it was not his problem and didn't care. He doesn't believe me that the plates were expired. I now have a warranty, roadside assistance warranty and a Russ Darrow warranty that was cancelled and **** told me I would not get any money back. WHICH IS WRONG! All my refund should come back to me which is over $2500.00 PLUS the Russ Darrow Warranty. He yelled at me all the time just because I am a woman.

Desired Settlement: I want all the refund money back from the 2 warranties and all the money back from the Russ Darrow Card which was established in the price of the car. I want a SINCERE apology from **** and I want a SINCERE apology from **** the ***** *******. Neither one of them believed me that the plates were expired and RUSS DARROW Dodge made a mistake. The dealership wants all the money upfront when the vehicle papers are signed but they never want to give any money back to the consumer.

Consumer Response: Hello, I was yelled at by the ******** *******, **** and was told I was not getting any money back on the warranties and the Russ Darrow card warranty that was purchased for my 2013 Dodge Caravan. I also asked to see the copy of the registration for the 2013 Dodge Grand Caravan and he refused to provide the copy that he has. I want my money / refund and a copy of the registration.

Business Response: After reviewing your complaint, it is my understanding that you have been reimbursed in full for your warranty cancellation.  A check was remitted to you and it was cashed shortly after you received it.  Also, in regards to the registration, the proof that the vehicle was registered to you at the time of sale is contained within your paperwork that you received from the dealership at the time of delivery.  The reason you would not receive your title is due to the fact that the State of Wisconsin is now a title holding state and as such, your title is kept electronically by your lienholder.  Upon payoff of your vehicle, your title will be sent to the applicable party.  Another delay in receiving your plates would be that there are open citations in your name that would need to be cleared up before the State of Wisconsin would send you anything.

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

8/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had purchase a car, or was pressured into a car that I was not comfortable with. When trying to leave the sales person brandon would not let me leave and continued the pressure with help from the sales manager. It made for a very uncomfotable experience. After they pushed enough I was in a car that really I couldn't afford and did not truely enjoy. Purchased on a saturday afternoon, I came back the next business day. When telling my salesman I did not like the car and was uncomfortable with every aspect of the situation, he told me "sorry you already signed the papers there is nothing we can do." Even when asking if i could be put into a car that was more affordable they turned their backs to me. I would never reccomend anyone to go there, and continue to tell many people of the horrible experience at Russ Darrow.

Desired Settlement: Not sure what the law is but if a person comes back within 24 hrs\or a business day they should have options not told nothing can be done. I would have taken my car back or even purchased a car at a cheaper price from them given they tried to help me. Instead I am a very upset and finacially strapped customer!

Business Response: After reviewing your complaint, you purchased the vehicle over one year ago.  I am sorry that you feel you can no longer afford the vehicle.  At the time of the purchase, you as a customer have the ability to walk away at any time.  If you felt you were being pressured, you should have walked away instead of signing a contract on a vehicle that was outside of your ability.  You can at any time trade the vehicle in at any dealership, not just a Russ Darrow Group dealership.   If you would like Russ Darrow's assistance in getting you into a more affordable vehicle, please let me know  and I will set up an appointment for you.

                If you have any questions, please contact me directly at ###-###-####/*******  ****** ******, ********* *********

8/5/2014 Problems with Product/Service | Complaint Details Unavailable
8/1/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a 2005 Honda CR-V on Friday at Russ Darrow Nissan. Picked it up Saturday. Sunday noticed the driver's side door lock does not work with the keyless entry. Called ****** ********, salesman who sold me the car, and he checked with "****" his used car sales manager, who told him "car was sold as is, can't authorize to have it looked at." Car was/and still is on the weBsite, listing "keyless remote entry." I didn't try the remote entry while I was there, assuming since it was advertised as having the option, it was verified as working. ****** ******** said his used car sales manager said I should "try tapping around the lock with a rubber mallet." Tried that, didn't fix it. I expect better service and someone to take ownership of the issue and have it fixed. Called back and spoke to ****, who offered to buy the car back. Sorry, it was sold as is, nothing he can do. Asked for his boss, **** ******, who said the same thing. Additionally, when I said the advertising of "keyless remote entry" was fraudulent, he said "That is debatable." When I asked what he meant by that, he said "It works on 3 doors." He asked me what I expected and I said I expected the dealership to do the right thing and fix the driver's side door remote entry, since it was sold as having that option. He indicated it was my responsibility to have checked to make sure the remote entry was working and that they sold it at a very low price (to which I reminded him that they set the price, not me). I view this as very unethical and fraudulent. I want the car, but I also want it with the options they advertised it as having.

Desired Settlement: I want them to fix the driver's side front door remote entry feature so that it works, since this is a feature that they advertised when listing the car. I also want it fixed in Madison at the Russ Darrow dealership, s that I do not have to make the lengthy trip back to north Milwaukee.

Consumer Response:

On Thu, Jul 31, 2014 at 8:31 PM, ****** ******* ******************** wrote:
This is in response to your follow-up on my complaint, filed 7/14/14.  I called the corporate office the day after I filed this complaint and spoke to ***** ******** (###-###-####), who after research, indicated "they would fix my remote entry, as I had found the problem within a couple days of purchase."  My repair, which ended up needing not only the door lock actuator replaced, but also the door latch itself, was performed by Russ Darrow on the east side in Madison.  They were extremely professional and provided me with a loaner car when they realized that the door latch also needed to be replaced.  They performed the repairs within 1 day.  Entirely pleased with their work and customer service.  
 
I did leave a vmail for Ms. ******** after the repairs were complete and thanked her, but indicated that the dealership in Milwaukee should have done the ethical thing and repaired the door when I contacted them on 7/14/14.  I am highly unsatisfied with the service or more specifically, the lack of service, from Russ Darrow in Milwaukee and especially with their manager, **** ******, who was condescending and unresponsive to my complaint about false advertising, responding that the keyless entry not working was "debatable, because it DID work on 3 doors and that it was my responsibility as a consumer to have made sure it worked before I took the car."
 
In the end, Ms. ******** did rectify the situation, but again, had I not taken the step to research how to contact the corporate office and then done so, I would have had to pay for repairs to the car myself.  I would never buy another car from the Milwaukee dealership, based upon their complete lack of accountability for the product they sold.
 
****** *******

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The car I purchased has a completely rusted exhaust system. The pipe separated from the muffler because of this, and the problem was not disclosed to me in the first place. They will not fix the problem.

Desired Settlement: I would like russ darrow to fix the problem.

Business Response: After reviewing your complaint, the deal file and speaking with *** ******* *******, it has come to my attention that the vehicle was not sold with a the exhaust in this condition.  There was no concern for the exhaust when you brought the vehicle in on two other occasions after delivery, which was taken care of by the used car service department, free of charge to you.  When the vehicle came in on the March 10, 2014 service appointment the exhaust was sheared off, not rusted off.  Repairs were declined by you.  As such, Russ Darrow will not be offering any assistance in fixing the exhaust for the above-stated reason.

If you would like to utilize our service department for this repair, I would be able to offer you a 15% labor discount.  Please call me directly if this is something you would like to look into.

****** ******* ********* *********  ###-###-####

Business Response: It is the customer's responsibility to understand and know what they are purchasing, especially in a used vehicle.  Prior to purchasing the vehicle, you would have had an opportunity to take it to a mechanic or repair shop of your choosing to look at the car and see if there was anything that was not already disclosed to you by Russ Darrow.  You did not do this, nor did you express concern with the vehicle outside of the fix that the service department did free of charge to you.  I am sorry that you feel we did not inform you properly as to the condition of the exhaust.  I am still able to extend the discount if you would like to utilize our service department for this repair.
****** ******* ********* *********  ************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was never informed that I could take the car to my own mechanic before I purchased it. If that was an option, no one in the dealership ever said a word about it. An offer of a discount is not acceptable, the matter is unresolved.

Regards,

******* *****

 

 

6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a used car valued at $32,000. The car was presented for sale in the evening and parked between two cars and also dirty. The sale was completed and the car was washed and prepared for delivery at 9:00 P.M., well after dark. Upon checking the car in the morning a small dent and scratch was noted. We could not have seen it in the dark however they would have noticed it upon washing it. We got an estimate to have it repaired for $650 from the dealer however they refused to pay for it. I feel if we had not been rushed to accept the car in the dark and would have seen the small damage we could have asked to have it repaired before we took delivery or had the option not to purchase the car. I am confident that they knew of the dent and scratch especially when they washed it and did not disclose the problem.

Desired Settlement: A check so we can have the car repaired or have the dealer repair to our satisfaction

Business Response: After reviewing your complaint and speaking with *** ******* ******* along with *** ********** ********, you or your father had also written a letter to our ************* asking for the same remedy.  At that time, the answer had been "no" as the damage was likely caused after delivery.  It is the customer's responsibility to view the vehicle for any inaccuracies prior to delivery of the vehicle.  It is my understanding that when you were negotiating the deal, it was still light out.   It was your decision to take delivery of the vehicle in the dark as it could have waited until the next morning.  Once the vehicle is contracted and you have taken delivery, there is no additional warranty whether implied or stated that attaches to the vehicle.  If the vehicle was scratched on the lot before delivery, it should have been notated by you, to a dealership staff member.  Russ Darrow Group is unwilling to offer any assistance with this matter.

If you have any additional concerns, please contact me directly at *************  ****** ******* ********* *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** ***** ***** 

 

Actually the car was not viewed in the daylight.  It was 6:45 in the evening and on a dark and raining day.  The car was purposely parked between two parked cars when there was an empty parking lot.  If this is what you call customer service you are mistaken. 


*** *****

Business Response: Please use the following as the response to the above-referenced complaint:

After reviewing your reply, I will again state that it is the customer's responsibility to view the vehicle entirely before contracting or taking delivery of the vehicle.  If it was dark or rainy, the vehicle could have been pulled into the service area for your viewing pleasure.  If this happened, you should have notated the damage.  If this did not happen, it is something that you have the right to request.  I will not be reimbursing or offering to pay for the scratches that you saw after taking delivery.

****** ******* ********* *********

6/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for one specific vehicle. I was called the next day to come in for an appointment to get more information from me. Later that same day, ***** called me and said there had been some activity on the vehicle I applied for, and he wanted to make sure I got first choice, so he asked for my credit card info to put one or two hundred dollars down to hold the vehicle. I gave him that info, and also told him that I noticed the vehicle wasn't on their website anymore, and I asked if it was still available. He said, "Oh yes, yes, it's still available." So I went in after work for my appt with him and he hands me this ****** report. As I'm looking at it, I notice the vehicle on the report is four years newer than the one I applied for, and $3000 more. So I handed it back and he acted so surprised like he had no idea it was not the vehicle I applied for, but I could tell he knew what he was doing. So he starts clicking through the website and I said, "It's not on the website anymore, I told you that when you called me and I asked if it was still available and you said it was." He kept acting like he thought I wanted the vehicle he gave me the ****** for. Obviously I applied for a specific vehicle and they can tell which one bc the first girl who contacted me about it knew exactly which one it was. So I told him there were no other vehicles in my price range that I was interested in, and that I would just keep looking. He proceeded to try to pressure me to apply for the more expensive vehicle and got very defensive when I declined. He said I was never going to find a vehicle in that proce range this time of year and just kept trying to get me to go with the more expensive one. He said, "You don't have to buy it! Let's just apply." I declined still and he angrily handed me back all of my papers. I told him what I could afford and what I wanted, and clearly he just wanted credit for the appointment and the application, and had no interest in truly helping me find a vehicle. He knew when he called me that afternoon the vehicle was gone, but he had other intentions. He also put a hard hit on my credit even though I told him I did not want to apply for any vehicle. This is the worst experience I have ever had and will never do business with Russ Darrow and will never recommend them to anyone.

Desired Settlement: I want the hit taken off of my credit. I did not give ***** permission to run my credit.

Business Response: After reviewing your complaint you specifically state that you applied for one specific vehicle.  By applying for this vehicle a hard inquiry would have been notated on your credit bureau.  Any subsequent inquires for any other vehicle would have gone under the one inquiry that you intended to do.  It would have been a change in collateral and financing, not another inquiry on your credit report.  All inquiries under one hit (Russ Darrow) in a 30 day period go under the one inquiry.  It was your intention to inquire about a vehicle and possibly purchase.  Because of this, I cannot take the hard inquiry off of your credit bureau.

****** ******* ********* *********  ************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The main point if the complaint was about the deceitful salesman and the tactics he used to try to lure me in.  He deliberately lied to me and tricked me.  I had two friends in the last few months say they were going to Russ Darrow to check out a vehicle and I said no way!  Because of the nightmare experience I had, they both cancelled their appointments and purchased vehicles elsewhere.  As did I.  So the business of myself and two other people were brought elsewhere due to the way ***** acted and treated me.  And I will continue to make it known what a horrible experience this was.

I am appalled that you would allow an employee to behave that way and allow your business to be run like that.  Would you want your own daughter treated the way I was treated?  And then to respond and not even apologize or empathize or take any responsibility whatsoever for the way you allow your employees to behave... Completely unprofessional and indecent.  And you even pretty much BLAMED ME for this whole thing!!  I took time out of my day, left work early and got a babysitter for my child even, when ***** had no intention of selling me the vehicle he assured me was still available even after I mentioned it, bc it wasn't even available to be sold bc it had already been purchased!  And trying to trick me into doing something I firmly said no to multiple times... Completely conniving. 

I do not accept your excuses.


Regards,

****** *******

 

 

Business Response: After reviewing your reply to my response, I would like to apologize for not responding to your displeasure relating to the salesman's tactics.  The Desired Settlement related only to the credit inquiry, as such, I responded accordingly.   I will be honest with you; the salespeople do not always know that a vehicle was sold.  It can be taken off of the internet for many reasons, i.e. dealer transfer, service issue, etc.

Again, I am sorry for the way in which you were treated.

****** ******* ********* *********

6/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a car on April 5th, 2014 from this dealership. We were issued temporary plates that expired on May 6, 2014 because we bought from out of state and paperwork could be completed at that time for registration. We were instructed that we would be mailed two different checks in order to register our car and also a certification of ownership. I called the corporate office on Friday May 2, 2014 to let them know we had not received the certificate of ownership yet and that our plates expired that following Tuesday. We were assured it had been mailed out and to call back that Monday if we had not received it yet. We did receive the certification of ownership in the mail on Saturday May 3, 2014. On Wednesday May 6, 2014 we went to the dmv with our checks and certificate of ownership to register our car. Neither check we were sent was for the correct amount. The registration for the car was $120.00, but the check Russ Darrow sent us was for $168.00. The taxes for the vehicle are $975.44, but we were only sent a check for $787.94. I called Russ Darrow that same day to let them know of their error. I only talked to the receptionist, but i was told we would get new issued temp plates overnighted to us and to expect the corrected checks in the mail in approximately one week. The next few days came and passed, still no temp plates. I call back on Friday May 16, 2014 and speak with ***** **********, our saleswoman, who proceeds to tell me they cannot issue us new temporary plates and gives me a number to call on Monday for their corporate office. I called the number ***** gave me on Monday morning and talked to a woman named ***** ********. She told me to mail back the old checks and when they received those, they could then issue us new checks for the corrected amounts. She also assured me that temp plates would be overnighted to us. We never got these either. So i called ***** back on Wednesday May 21, 2014 to let her know we did not.receive the plates, yet again, but that i had done what she requested and mailed the old checks back to her. I was then told she was going to call the dealership and get me a tracking number for our temp plates to ensure they had been sent out. I never recieved a call back from her and i've left numerous voicemails. I see no resolution to this problem in the near future and wouldlike to hear from the dealership as soon as possible to find out how they plan to remedy this situation. Selling us a car tgat is not able to be registered is just as bad as selling us one that does not run. Our plates have now been expired for 14 daysand i have not heard one apology, ive only been lied to. If this matter is not handled promptly, i will be seeking legal counsil.

Desired Settlement: We need to immediately be sent new temporary plates and checks for registration and taxes.

Business Response: After reviewing your complaint, I apologize for my titling department's failure to properly calculate the registration and/or tax due on your vehicle purchase.  Normally when confronted with an out of state title, such as yours, the sales tax is calculated based on the percentage of the county.  It is my understanding there are sometimes additional fees or added percentage depending on the city as well.  Since we do not have access to the Illinois titling department website, nor can we title out of state vehicles, we send out checks based on what is collected on the purchase contracts.  Sometimes they are calculated accurately and sometimes there are greater or lesser than the actual tax that is due.  The customer is liable for the difference or receives the overage.  However, it is my understanding that the new checks were sent to you and the temporary plate was overnighted to you.

If you have any additional concerns, that have not been addressed, please contact me directly at ###-###-####/direct.

6/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vehicle was purchased on 3/15/14. High pressure sales at financing and paperwork signing resulting in purchasing unwanted road hazard and maintenance care package. Contacted the dealership the next business day regarding issues and stated my requests in writing after conversation with manager. Request for $1050 refunded to me or the lender still has not been issued and my calls and emails are not being returned. Request for additional keyless entry remote still has not been overnighted, as promised. No response to numerous calls and emails regarding the outstanding requests. During the sale process on 3/15/14 I was asked inappropriate questions from the sales staff. I was lied to about the window tint - I specifically asked if it was street legal and without hesitation he said yes. I was at the dealership for 4 hours on a deal that should have taken an hour. I did not require special financing and was the only customer that was purchasing at that particular time. I have never encountered a more unprofessional transaction.

Desired Settlement: A refund of the $1050 to me or to the lender towards my loan. A new keyless entry remote sent to me overnight, as promised, and free programming of the remote at a local Russ Darrow location. An apology for the layers of incompetence and frustration the staff has caused. Compensated for unnecessary time that I have invested in attempting to get these issues resolved.

Business Response: After reviewing your complaint, I cannot find any matching deal with the name on the complaint, ****** *********.  Which location did you purchase your vehicle from?  Is there another name on the contract?  What type of vehicle did you purchase?  Once you get me this information, I will be able to answer your questions quickly.

If you have any additional concerns, please contact me directly at ###-###-####.  ****** ******* ********* *********

6/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a Kia sorento used from them on Friday March 14,2013. Without my husband. I originally Had a honda pilot I traded in. I was trying to decrease Our monthly payment. Because we have a 5 month old My husband is 6'5''. And when I told them it was important That he could fit in the car and have the car seat behind him. They said it would be fine. And since he was not there I was not able to check. Once I brought the car home And he sat in it. We realized it would not work for Our family. There is no room. I contacted them right away They have been giving me the run around .. They stated That I would have to pay 5000 in advertising to get my car back. In the contract it states the dealership can take it back . So for a week I have been getting " I will talk to bill". Bill Said we can't do anything. I call bill. He states " I don't know Anything about this talk to the general manager mike". I call mike three times In three days finally he states " well I detailed and advertised Your car you will have to pay for that. Let me run Some numbers and get back to you". Nothing back it's Monday 1400 They were open Saturday and I called and left another Message. I feel like since they got my car and the money They wrote me off . Why did they start advertising If I told them I wanted it back in a day. I am devastated I don't know what to do .. I am lost. They won't help and now I our my car and the money. Why can't they just get back To me with the numbers. And why couldn't they do the best thing For their customers. And help me out.. They were quick To send me a letter saying " we are happy to help you any way we can" I also today called the Milwaukee dealership to see if they could Help me get a hold of them.. Please help

Desired Settlement: I want my truck back for what I traded it in for. Because it's good customer service and I feel like I was miss lead and no one will be accountable for it And call me back. Why would u start advertising it When I told u within 12 hours I wanted it back.

Business Response:
After reviewing your complaint and speaking with you directly, it is my understanding that you know why we were unable to offer any assistance in getting you out of the vehicle that you purchased and back into your trade in vehicle.  The numbers did not work out and you would have financed more than you originally bought the vehicle for new.  If you are looking at trading in your new vehicle in, I would still be able to offer assistance with that.  Although my recollection is you did not like the trade in value of the vehicle you purchased.  If you have changed your mind, feel free to contact me.

****** ******* ********* *********  ************

6/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 3-12-2014 Russ Darrow visit to replace defective shock on passenger back wheel.TT/******* ******* 8:40 am 3-17-2014 Monday about the damage I found on the car Driver door all the way to the bottom (large dent on driver door at top before mirror with paint chipped off and scrapes/scratches all the way down have photos). I explained to ******* that I didnt notice it when I left it is really dark in the drive out area, and he mentioned if they washed the car after they did the work, I said yes. He asked me to send photos and I did. I told him I was at my Mothers on Saturday 3-15-2014 and my mother noticed it when we were outside doing some work. I sent photos 3-17-2014 early afternoon and then he emailed me saying he would contact car wash representative and tt/to him. I called him back 3-17-2014 1:50 pm after receiving email to let him know that since the last time up I havent driven the car much and that the car was not like this. I told him the car was not like this and he said not to worry. I suggested to him if it wasnt the car wash that it must have been a tool or piece of equipment in the shop that did it, they were very busy with vehicles when I got there that day (there was an Green car pulling in when I pulled mine in and there was a car in front of the Green car waiting), there were 2 other cars in front of mine when I pulled in.I said you are going to work with me on this right and ******* said most definitely but he needs to tt/car wash rep and shop manager that day. ******* wasnt there that day.Called 3-21-2014 8:3 am Friday I never heard back from *******. ******* said he was still working on it, he told me dont worry about it either way they will repair it. Called him 3-24-2014 Monday and he said that he is having the carwash people coming 3-25-2014 Tuesday or 3-26-2014 Wednesday and he will call me toward the end of the week. As usual he never called.Called to tt/******* 3-31-2014 11:13am Monday and he said that the carwash people didnt come till Friday. When I spoke to him I told him I want to schedule the car to get the damage fixed and he said that they ruled out his techs and they are waiting on the carwash people. I told him that he has told me 2 times that either way the car will be fixed not to worry, why I cant bring the car in and it is settled on my end. He said that he will call me by the end of the day and didnt.I called ###-###-#### the Russ Darrow Corporate office 3-31-2014 12:04 pm and was transferred to Sally and told her I had the car in to fix a defective shock boot (needed whole new shock and paid $60.00 for labor) and the car was damaged since that appointment and want it fixed too much time is going by and no communication. She said she would look into it and havent heard a thing.

Desired Settlement: I want them to fix the car. I have photos unable to download.

Business Response: After reviewing your complaint and speaking directly with *******, we are in agreement that the carwash could not have caused this damage to your vehicle.  This is an automatic carwash that is utilized in excess of 100 times per day.  You stated that your mother noticed the damage just short of one week later.  Attached please find a statement by the car wash company indicating there is nothing wrong with the carwash and it is functioning under normal conditions.  No other vehicle, whether it being a customer vehicle (such as yours) or a lot vehicle were damaged by the car wash before or after your complaint.  I am sorry that this happened to your vehicle, but it was definitely not done by our staff or carwash.

If you have any additional concerns, please contact me directly at ###-###-####.  ****** ******* ********* *********

6/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm writing concerning the business practices of Russ Darrow Nissan. In de***ng with Russ Darrow, I was repeatedly handed misleading information and misguided on the promotions they offer. I was originally told over the phone that the car I wished to purchase would include a Russ Darrow “Gold Card” — and that, since I live too far from the dealership to make use of this, I could get the value of the “Gold Card” ($1,500) applied to the price of the car. Later when I talked with the salesman, ***, he reneged on Russ Darrow's earlier offer, claiming “Gold Cards” could only be used toward services. When I first saw the car, it was filthy. The interior was coated in pet hair, gray gunk coated the buttons, and there were empty soda bottles and food garbage littering the floor. *** said that the car had just been brought in to the dealership and would be fully detailed if I bought it. During the test drive, my father noticed a howling noise coming from a back tire, but *** assured us the car had already been inspected—that if there was a problem, it would be noted on the Carfax report—and that there was even a ****** Buy-Back Guarantee for the car if we found a problem not mentioned on the report. I agreed to buy the car on the conditions that it would be completely detailed, the rust on the hood would be fixed, and that I would be allowed to return the car if my mechanic found something wrong with it. *** told me the car was ready to be picked up the next night, but when I arrived at the dealership he told me that they hadn't been able to fix the rust on the hood and handed me a bottle of paint so I could do it myself. As it was dark out, I couldn't see until the next day that the detailing had been less than satisfactory. Pet hair still clung to the seats, the compartments were still full of grime, some of the buttons still had gray gunk on them, and there were potato chips under the driver's seat. The first time I spoke with Russ Darrow about this, I was disconnected, the second time I was transferred to someone in the service department but nothing happened. After purchasing the car, I brought it to my mechanic, who told me that the back-right wheel-bearing was in such bad shape and that he would not have recommended the drive I had taken back from the dealership as it was potentially dangerous. He replaced the bearing for $215, gave me the old part in case I needed it, and the howling noise was gone. After this, I had several days of difficulty trying to get hold of anyone at the dealership who could help me. Eventually I was told that the ******* ******* would call me back the next day, but they never did. That following day, I called and spoke with ****, the used car manager, and upon hearing about the wheel bearing he alleged that my “poor driving” in the few short weeks I'd owned the car was the cause of the wheel bearing going bad, although, when asked, he couldn't tell me how my driving could have caused just that one bearing to go bad. He then attempted to blame the faulty bearing on recent “bad weather”, even though the weather has been mild the entire time I've owned the car. It is also worth noting that the car has only 44,000 miles on it while my previous car had exceeded 150,000 miles and I never once had any problem with wheel bearings. **** also said that *** is now claiming he never heard anything but regular car noises during the test drive—even though *** had confirmed with me in a previous phone conversation that he had heard the noise. When I asked for reimbursement for the wheel bearing repairs out of the $1,500 Gold Card service money, **** informed me that the card wasn't meant for services like that. The Gold Card only held an estimated value when used to get discounts on services, though this was the first time this distinction had been made. At this time, feeling somewhat taken in by the dealership, I opted to utilize the Carfax Buyback Guarantee. **** informed me that I couldn't, however, because I'd signed a contract. He did offer to re-detail the car and fix the rust, but when I asked to have this put in writing, he refused. And when I told him I was going to share my negative experiences on social media and inform the Better Business Bureau, he accused me of threatening him. I have the receipt for the required repair, the original damaged wheel-bearing, the Carfax Report, and the original printout for the car from Russ Darrow's website if any of these will be needed.

Desired Settlement: I'm seeking reimbursement in the amount of $215 for the repairs due to all the misleading information.

Business Response: After reviewing your complaint, I apologize for not being able to address your concerns better at the time.  I will be reimbursing you for the $215 wheel bearing you stated you replaced.  Please provide the paid receipt for this service.

If you have any additional concerns, that have not been addressed, please contact me directly at ###-###-####/direct.

****** ******* ********* *********

6/13/2014 Problems with Product/Service | Complaint Details Unavailable
6/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I stopped in this establishment in November just to find out numbers and in the end i was pressured in to buying a 2008 gmc. after i took delivery of the vehicle they sent me a check in the mail with no instuctions in the envelope. After downpayment and dealing with all i had no money and used the check to make the first payment ....And now 5 months later they called and told me that i was supposed to sighn the back and return it ...but i had no idea... they called me and stated that they will damage my credit if i dont pay them back ? Its 5 months later ? And i never asked for them to give me anything. i dont think this is fair at all. i stated several times during this whole thing that i wasn't ready to buy a vehicle.I even stated that if i dont have enough money then i dont wanna do it because i dont wanna end up too much debt like this is leaving me . I dont think its fair that my credit gets damaged for somthing thats NOT my mistake....and to top it all of it looks like the all wheel drive is going out on this vehicle, ...unfair totally

Desired Settlement: I wish i could have all my money back and just go somewhere else for my vehicle needs this was a huge mistake....

Business Response: After reviewing your complaint, I have determined that the check that was sent to you was for purchasing your Dodge Durango outside of the vehicle purchase.  By doing so, the $600 allowed for the Durango would go towards the down payment on the 2008 GMC.  Your purchase contract for the 2008 GMC states $400 and the additional $600 from the Durango would have made up the full payment.  I spoke with *** ***** ******* of the dealership, who was there at the time of the transaction, and he stated that you were told that you would be receiving a check in the mail from our corporate office within a few weeks.  The check specifically states for the purchase of the 2000 Dodge Durango.  That check was supposed to be signed over by you and sent or taken back to the dealership for the remaining down payment on your purchase.  (Attached please find the check for the $400 receipt and a copy of the check for $600 that was sent to you.

Due to the obviously confusing nature relating to this matter, I will agree to accept a payment arrangement from you for $100/month in lieu of coming up with $600 at one time.

If you have any additional concerns, that have not been addressed, please contact me directly at ###-###-####/direct.

****** ******* ********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

 

****** *****

6/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a used car from this dealership and they advertised a DVD player, radio, remote starter and passing of a inspection. The vehicle did not come with "as is" conditions and I was not informed of any other issues. Also, when the vehicle was picked up after purchase it was not cleaned and still had over three inches of water in the storage area, grass and pet hair in between the seats. I had yet to pay the first car note and it has only been three weeks. I have discovered within the first week that the truck needs shocks and struts ( reported within a week of purchase) and the service department informed me that it would cost over 1,000 to repair, not covered under the purchased warranty, the DVD/6-discs CD player and Satellite Radio don't work on the vehicle ( was informed that because it was not "advertised" as "working" features so they were not liable), the battery went dead, a piece on the door is broke, the mirror over the visor and driver side are broken causing the light not to work, oil change light, running hot, shaking when driving on the highway, the remote starter does not work, and the customer service was mediocre and less than delightful. The GM has been informed, the service department and the salesman and nobody at this point has offered a solution for these issues. The test drive demonstrated none of these issues but the dealership was contacted as son as they we're discover within a week or two week. There was an attempt to resolve theses issues and get items repaired that were not known and or repair items that were advertised as part of the vehicles features. The truck was also placed on craigslist with these items featured. The dealership was informed that I was dissatisfied as a customer and nothing at this point has been done to fix any issues. I was info red that they only check for safety concerns during their inspections-so the other conditions of the vehicle did not need to be disclosed. However, the steering wheel violently shakes on the highway, sounds safety.

Desired Settlement: I would like to know ALL "as is" conditions and be given to the option to keep or return the vehicle OR all work that wasn't explained or false advertised to be fixed at no cost -radio, shocks/struts, battery, etc. OR a refund for misrepresentation of a vehicle that was purchased under false pretenses . Also, would like to speak with the owner to inform him or her of the service provided, in which I was provided with a gift card for my inconvenience.

Business Response: After reviewing your complaint, it is my understanding; the ******* ******* spoke with you directly and traded you out of the vehicle that you are complaining about.

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. *** ******* ******* was helpful and my experience was more pleasant after dealing with him. I was highly disappointed with the service and vehicle initially. However, the service made me feel better about being a customer after dealing with the General Manager and a entirely new team. I don't take my past treatment lightly but I think the GM genuinely wanted to help.

Regards,

 

****** ****

 

 

 

6/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a new vehicle. Price agreed upon was 8,000 including paint protection, minus tax, title, and licensing. After looking carefully at papers when I got home, I realized that they had charged me 9376.26. I subtracted the fees for tax, title and licensing and realized that I was charged @ 8592.00 for the vehicle, not the 8000 that I had agreed to. I contacted the finance manager, sales person, and sales manager numerous times for an explanation, but not one of them responded to my inquiries.

Desired Settlement: I would like a check back for the difference between what I agreed to pay and what I was charged, in the amount of 591.68. An explanation would also be appreciated.

Business Response:

In reviewing your complaint and your car deal, I do not see anything that would notate that there was a problem with the purchase contract.  If there was a discrepancy in the purchase price, that should have been brought to the attention of the finance manager at the time of contracting.  As a consumer, you need to read and review every contract that you sign to make sure you are getting the deal that you negotiated.  If there was a difference, you should not have signed and taken delivery of the vehicle.  However, this is not the case.  You signed the contract agreeing to all the terms and conditions of the contract.  You are legally bound by this contract.  As such, Russ Darrow will not be reimbursing you any money associated with the price you state you didn’t get.  As for the VISA gift card, the contract that you signed states that this includes all incentives and or promotions offered.  The VISA card was not negotiated as part of your deal and again cannot be paid out after the deal is contracted. 

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Although I do think it unfair to play all blame upon consumer. Apparently, honesty is not the best policy when buying a car. As a consumer I have to expect to be ripped off.

Regards,

 

********* ********

 

 

 

5/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 4-17-13 my wife and I went into **** ****** to lease a vehicle the whole process took over 3 hours I have a signed lease agreement with them and have been making all of my payments to Honda financial services,On Jan 21 I received a letter from PPS (collection agency) saying I owed **** ****** $1200. I called **** ****** they said I never paid the $1200 down payment on the lease , I do have a receipt showing I paid it they said I need a short receipt from them showing it I don't have that Ijust have a lease receipt showing I paid $1200 and they obviously let me leave the vehicle, They said they contacted me the next day being 18 apr about this left me a message just saying to call about the lease, I never did they did not contact me further. I asked to speak with the general mgr on Jan 21,2014--got voice mail never returned my call.

Desired Settlement: I want my credit score restored and theses harassing letters and the bill dropped I do have a receipt for the $1200 and have been making all of my payments, why did it take 9 months for them to tell me I owe them $1200. when I have the car and been making all the payments

Business Response:

After reviewing your complaint, I will be happy to inform the collection agency that this matter has concluded and to delete it from your history.  I will need a copy of your receipt indicating the $1200 was given to a **** ****** employee.  Upon proof of payment received, I will notify the proper parties to delete this immediately.

 

                I will await the documented proof.  If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

Business Response:

I’m sorry that you do not agree with our collection procedure, however, that does not negate the fact that the $1200 was not collected on your vehicle purchase.  Until such time as that is paid, it will continue to show up on your credit history as an open balance.

 

****** ******* ********* *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** **********

 

 I am firm in my belief that I owe russ  darrow nothing.

5/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i came to russ darrow to purchase a vehicle,starting last week thursday may 30,2013. it began with juggling from one manager to another to a general manager to a finance manager,all along i was to have a salesman named ******. i got the approval with my income i had verification of,so i was given the approval for a 2012 nissan altima white in color. i needed to pickup son from school so needed to leave,the store manager george stated its a done deal at 15,300 i come back hes gone and nobody knows of deal,i again wasted my time and gas. i come back next day and he mysteriously is gone on vacation and the original store manager ******* ***** is in but had an illness and doesnt know of deal,then im told by ****** the salesman they can only get approval on the white altima,as i changed my mind to get a silver one with similar mileage incl same year. i waited for a few hours with ***** ********* communication from anyone at store only excuses,i left get a call later that night where am i? i left i told him,i and explained theres no communication,i decide to come back in,i get there and it was a disasterous day for a wastefull 4 hours,i get told by ******* ****** incl salesman ****** that i cant get approved for silver altima,only the white one,i responded with the silver one was less and same year,i waited around for an explanation as the three ******,******* and ***** ********* **** in finance communicated back n forth,and i watched many times as im sitting in front of ******* and ****** where they communicated via phone with ***** ********* **** as his desk was in site and they talked in riddles and codes,it was hilarious,incl frustrating all at once. ******* then tells me they can only approve me at 12thousand for a loan as they entered wrong income suddenly,then twenty min later i was approved again for WHITE altima at 15,400. i thought i was only approved for 12,000? also i got a letter from darrow saying i was approved for a 39,000 loan. lots of ** and games. buy from a private seller,most definitely dont but from rd.

Desired Settlement: i want the altima i wanted silver in color with a roof incl at a great price,minus the ** given AKA lies,so then at even a better price. i mentioned before leaving,i would call bbb incl a friend at a local tv station that does things for community situations,and also stand out across street with sign explaining all thats happened,and all i will proceed to do such due to the wrongdoing by russ darrow in brown deer and its employees.

Business Response:

After reviewing your complaint I contacted the dealership and the vehicles that you were looking at have been sold.  We do have other Nissan Altima’s in stock that you can look at and negotiate a price on if you would like.  If this is something that you would like to do, I will set up an appointment at another Russ Darrow location.  I apologize for the negative experience you received.  This is not how our dealerships normally conduct business.   If there is anything further that I can help with, please contact me directly.

 

****** ******* ********* ********** *******************

Consumer Response:

Better Business Bureau:i read over the response to which russ darrow paralegal responded,and it gave no input to my complaint,only it was stated that the ALTIMA has been sold. ok,thanks for the update,what about the fact i was lied to numerous times while at dealer? all my complaint was mostly discussed in original complaint,so i see no need to repeat all that employees at russ darrow did wrong.

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ********

 

 

Business Response:

After reviewing your response to my initial response to your complaint, I can still offer you the choice to purchase or look at any vehicle within the Russ Darrow Group dealerships.  Without going into too much detail, the reason that the financing could not be arranged was there was insufficient credit and or down payment.  The vehicle selection was not obtainable under the terms that you needed.  If you would like me to set up an appointment for you in the future, please contact me directly.

****** ******, ********* *********, ###-###-####/direct

Business Response: I am sorry that you continue to be dissatisfied with Russ Darrow.  The original deal from over a year ago could not be done by the bank as there was insufficient credit and down payment.  If you are still interested in purchasing a vehicle with Russ Darrow, as explained on two prior responses, I would be more than happy to set up an appointment with any dealership.

****** ******* ********* *********, ###-###-####
****** ** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ********

 

 I do not accept the response from russ darrow. In the response from them,the corporate attorney stated the reasons why i had issues,which weren't true as i had my interest rate change 3x. Any company which has an in house legal team,has to be doing something dishonest. Dealerships all over scam customers between telling them work neds to be done-having them purchase warrantys at purchase time-telling them that in order to recieve financing they have to purchase an warranty. etc,the list goes on. dealerships incl russ darrow are legal crooks. My only recourse other than the bbb is to stand back out in front of dealerships with my sign xplaining what happened- calling dmv in madison and file complaint-call dept of agriculture and file complaint and the news. im not letting this slide at all. im frustrated at the lack of professionalism. to all whom read this buy private and void the buying experience.

5/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am completely unsatisfied with Russ Darrow Jeep. Things started out fine, with a very competent sales associate. We test drove a jeep that we considered buying. The **** *** ***** *******, ****, come over to speak with us. **** said he could get us in a brand NEW Jeep that was exactly the same for less than the used Jeep we test drove. We repeated, "exactly the same"? **** assured us, that yes, the new Jeep is the same as the used one. After being at the dealership for over three hours, well past closing time, we went to leave in our new Jeep. Needless to say, it was NOT the same. It had crank windows, and did not have auto locks. We mentioned this to our salesman and all we got was a "right". Many of you have purchased automobiles and you know that by the time it is over you feel like a wet noodle. On the way home we began discussing how this is NOT exactly like the Jeep we test drove. The next day was Sunday and we discussed what to do all that day. First thing Monday morning (9:00 am)we contacted the dealership. This is when the runaround began. We tried explaining the situation and told three different employees that we wanted to return the Jeep. We explained that we felt that **** misrepresented the Jeep to us. We were told that they would put all paperwork on HOLD, including our check payment. Finally at 7:00 pm, 10 hours after our first contact) we just went directly to the dealership to try to get some answers. Again, many employees had to confer with each other privately. After two hours it was determined was that all they would do was put us into the used Jeep. In addition, we had to pay more money for the used Jeep. The used Jeep has two small "dings" and a scratch on the drivers door that I get to look at every time I get in the truck. We mentioned the damage and **** stated "as is". Upon arriving home we also realized that the Jeep is overdue for an oil change. In addition our paperwork was never put on hold as stated, the check cleared our bank Monday. So basically the people at this dealership jerked us around for an entire day and NEVER planned to help us out in any way. I could not be more disappointed with this experience and when people comment on my new Jeep I will be more than happy to share the experience with them.

Desired Settlement: As it is clear that this dealership will not deal with us in an honest fashion, the least we would like is for them to repair the "dings" on the car at their expense.

Business Response:
After speaking directly with *******, we have come to a mutually agreeable outcome.  I expect to hear from Mr. ******* when he returns to town to set up an appointment to take a look at the scratches.

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

5/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have purchased 3 vehicles over the past 7 years from RUSS DARROW DODGE IN MILWAUKEE OFF OF 76TH, RUSS DARROW NISSAN OFF OF BROWN DEER RD AND RUSS DARRIW MAZDA OFF OF 108TH. THE LAST PURCHASE OF MY VEHICLE I WAS TALKED INTO A HIGH INTEREST RATE VEHICLE DUE TO MY BK AND WAS TOLD I COULD REFINANCE AFTER 1 YEAR. I QUESTIONED WHAT IF THE VEHICLE VALUE DROPS THEY SAID THAT DID NOT MATTER BECAUSE THE REFINANCE WOULD BE FOR THE AMOUNT OWED WITH A LOWER RATE. WELL HERE WE ARE TODAY AND I AM ATTEMPTING A REFINANCE AND I AM BEING TOLD THEY CANNOT HELP ME BECAUSE AND I AM QUOTING "The loan balance at this time is higher than the collateral on the account." I WAS MISLEAD AND HONESTLY CANNOT AFFORD THE VEHICLE ANYMORE I WOULD HAVE NEVER SIGNED A CONTRACT IF I KNEW I WOULD NOT BE ABLE TO REFINANCE IT. I ACCEPTED THE CONTRACT BECAUSE I KNEW I COULD MAKE IT WORK FOR A YEAR AND NOW I AM STUCK WITH A CAR THAT HAS A 25K ACCOUNT BALANCE AND THE VALUE OF THE VEHICLE HAS DROPPED FROM 21-22K AT PURCHASE, DOWN TO 13K AND THE VEHICLE IS A 2013 WITH 16K MILES. I HAVE NEGATIVE EQUITY NOW AND CANNOT GET OUT OF THE CAR. THE VEHICLE IS STILL IN GREAT CONDITION. THIS IS THE SECOND TIME I HAVE BEEN MISLEAD BY RUSS DARROW AND THERE CAR SALESMAN AND NO ONE IS WILLING TO ASSIST OF HELP ME OUT OF THE SITUATION. THE CAR PAYMENT IS 563.40 ON TOP OF 97 IN INSURANCE I AM PAYING IN INSANE AMOUNT FOR A VEHICLE THAT IS NOT WORTH IT.

Desired Settlement: I WOULD LIKE SOME SORT OF ASSISTANCE WITH GETTING THIS VEHICLE REFINANCED OR PLACING ME INTO A VEHICLE THAT IS WORTH THE 563.40 I AM PAYING MONTHLY. I HAVE NEVER HAD A LATE PAYMENT EVEN WITH MY BANKRUPTCY I REAFFIRMED THE CAR I HAD AT THAT TIME TO KEEP MY ON TIME PAYMENT HISTORY GOING. LOOKING AT THE FUTURE PICTURE I AM STUCK WITH THIS CAR THAT WILL PROBABLY BREAK DOWN AND BE WORTH NOTHING AND I WILL STILL OWE TONES OF MONEY BECAUSE I WAS TOLD INFORMATION THAT WAS NOT TRUTHFUL AT THE TIME OF PURCHASE.

Business Response: At the time you purchased this vehicle you may have been informed that we have a refinance program that you could utilize in the future to help bring down your car payments.  However, it was not a guarantee, as we do not have the ability to guarantee this nor do we know what will happen in the future.  As your credit is concerned, you made all of your car payments timely, however, since you purchased your vehicle in March of 2013, your credit score has decreased due to three new collection accounts being added since the purchase of your vehicle.  With the new collection accounts bringing your credit score down, you do not fall within the criteria to utilize our refinance program.  Another reason would also be that your interest rate is high and the principal balance on your account exceeds the loan to value on your vehicle currently.

                If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

3/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was looking to purchase a new 2014 Mitsubishi Lancer Evolution MR. The "Evolution MR" is a enhanced version of the regular base model "Lancer" and has a much larger purchase price and subsequent insurance premiums based on this particular vehicle's features. When buying a new car, it is typical for a dealership to have a "whatever it takes" attitude to complete a sale. However, it is my belief that a portion of what occurred regarding the sale of this particular vehicle could be considered purposely dishonest and an unfair sales practice potentially resulting in much bigger problems and more involved litigation for the consumer. Before I signed a final purchase contract for the vehicle, I was asked if I wanted a vehicle insurance quote through Russ Darrow Group. I agreed, noting that I knew it would be large amount of money to insure this particular vehicle. The sales representative, *** ********** filled out the insurance forms and faxed them to **** *******, the Russ Darrow group insurance agent. After a bit of time and discussion, *** reported back to me that a six month premium totaled $389. I was surprised but having never purchased a new vehicle, I did not hesitate and paid the 6 month policy premium over the phone with **** ******* via credit card. Today, I received my insurance ID cards in the mail and noticed that my policy was for a 2014 Mitsubishi Lancer, not the Lancer Evolution MR. I looked more closely at the VIN number and noticed that the first character was incorrect. It reads "5" as opposed to "J". This first digit designates whether a vehicle is a normal "Lancer" or "Lancer Evolution MR". It is my belief that these two characters are very difficult to confuse. Also, please note that every other digit in the VIN was correct. I have a number of concerns with this "error". First, in a worst case scenario, if I were to have injured myself or others under this insurance policy, what would be the outcome for me and who would be negligible? Second, making a large purchase (40K+) Russ Darrow would have potentially been unable to complete this sale had I been made aware of their dishonesty. Third, having thankfully caught this "error" myself, I am now responsible for paying a new policy and insuring my vehicle which amounts to an additional $400+ per year. It is my belief that this was not a clerical error, it instead was purposely dishonest and an unfair sales practice which allowed them to more easily complete a large sales transaction.

Desired Settlement: I would like to be compensated for the discrepancy between the quoted insurance price and actual price for one 6 month policy period (~$200). I'd also like fault admitted whether they chose to admit that they were purposely dishonest or not. For me, intentional dishonesty is a character flaw and extremely upsetting. It also could lead to arguably major problems for consumers. I think this goes above and beyond what could be considered a fair solution.

Business Response:

I am sorry that you feel Russ Darrow’s insurance agent was dishonest and or deceptive, but that is simply not the case.  In speaking with you I assured you that the information was faxed to us and the way the first character of the VIN number was handwritten was incorrectly imputed into the Progressive Insurance system.  The system provided a coverage quote for a 2014 Mitsubishi Lancer and not the EVO.  This was an honest clerical error and nothing more.  You have different scenario’s in your complaint, and I cannot provide an answer for any of those given scenario’s, because they did not happen.  Insurance companies will provide coverage to the individual regardless of the type of vehicle covered.  The insurance does not follow the vehicle, it follows the individual listed on the policy.  In your case, if there would have been an issue, the additional premium would have become due and the entire situation would have been covered.  This is how insurance is designed to work. 

 

I also cannot state with any certainty that you would have walked away from the purchase had the insurance quote came back $200 more.  In your complaint you were “surprised” to see the small premium for such an expensive car.  Based on this statement I can reasonably assume that you would have paid the premium and been in the same position as you are currently.  It is my understanding that you have renewed the Progressive policy under the same premium.

 

Russ Darrow will not be paying a portion of your insurance premiums as this was a simple clerical error.  I can and will extend an apology on behalf of Russ Darrow Group.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have reviewed the response from the paralegal.  It doesn't surprise me.  Unfortunately, it is becoming increasingly clear to me that there is no proper recourse for a consumer who has fallen victim to their deceptive business practices.  I find her response to be both condescending and untruthful.  Of course she can't guarantee that I would have rejected the sale if I had been aware of the fraud they were perpetrating; she's not me.  I'm struggling to understand the depths of their dishonesty.  What concerns me the most is their disregard for consumer safety in this instance; she is acting like everything would have worked itself out regarding the unpaid insurance premium and improperly constructed policy by their representative.  I'm not comfortable thinking about the possible litigation involved providing I had been involved in an automobile accident after leaving their property and before knowing they had deceived me.  I can imagine how that would have gone knowing the dishonesty I've observed from their employees thus far.  Also, essentially saying that "you have enough money regardless" is, in my opinion, missing the point and irrelevant in this instance whether accurate or not.  It's really too bad that they operate in this manner.  Live and learn I suppose.

Please post this as my response to her recent message if possible.  I'd like to have this opportunity for rebuttal.  


***** ******

 

 

3/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When purchasing a vehicle the sales person used high pressure tactics to sell the car. He also also showed me a vehicle inspection that had been falsified, and did not tell me of an issue with the vehicle until after I paid for it. I had the vehicle 2 weeks and the transmission went out and they refuse to fix or buy back the vehicle.

Desired Settlement: Repair, replace or refund purchase price

Business Response:

In reviewing your complaint and also reviewing the vehicle history of the 2003 Saturn Vue, there was no indication that there was an outstanding transmission issue at the time of sale.  Upon delivery you had an issue and that was resolved by putting a starter in the vehicle free of charge.  Two weeks later you notified us that the vehicle will not go over 10 MPH and you had the vehicle towed to our dealership.  It is my understanding that you picked up your vehicle on March 6th.  If you have not already fixed the transmission, Russ Darrow Group is willing to offer a goodwill gesture of half of the transmission repair, if completed at a Russ Darrow dealership.  If you elect to have the repair done elsewhere, I would be able to offer a $1000 reimbursement upon the presentment of a paid in full invoice.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

3/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/26/13 I took my 2008 Nissan Sentra to Russ Darrow Nissan and purchased and had installed (4) new Turanza tires and also replaced the front driver side wheel. This cost $1,039.05 to have completed. On the way home I noticed that there was a humming sound coming from the front passenger side but assumed it was due to the new tires. The next day the TPS (tire pressure sensor) light went on. Over the course of the next several days I tried to add and remove air pressure to get the light to go out but was not successful in doing so. Approximately a week later, I took the car back and the service dept reset the light and *** **** told me all they did was check and add air. The light stayed out unitl the next day when it went back on. I again thought it was an air pressure issue so I waited a few days and when it didn't go out I took the car back to Russ Darrow service but the line on Fri was too long so I left. At this point the light still had not gone out so I called and made an appointment for Jan 23rd. They checked the hummy noise and said they were unable to determine its origin and they rebuilt the TPS and said it now works fine. By the time I got home the TPS light was back on so the next day I called service and talked to ******* ****** *** ******* *******. She said to bring the car back that night and they would correct the problem. She also asked me which tire the TPS was faulty on and I told her I didn't know but thought her service tech would know, as they would have had to diagnose the problem to fix it, right? I took the car back in on Fri 1/24 and they apparently replaced the passenger front TPS as per the service report. When *** gave me the keys that night he said that they had terminated the service technician that origninally installed my new tires for faulty workmanship and poor job performance. The next day, Saturday, the light went back on and on Monday morning I called and notified *** and he told me to bring the car in. ******* then refused to fix the problem.

Desired Settlement: After paying more than $1000 for new tires and a wheel, I have made numerous trips to attempt to have this work completed correctly and waited in excess of 7 hours to do so. I still have a TPS tire pressure sensor issue and a humming sound that does not go away. I would like to take the vehicle to another Nissan dealer(*****)and have the necessary repairs made correctly and Russ Darrow pay for these repairs. I have lost faith in the Russ Darrow service department and still don't have resolution

Business Response:

In reviewing your complaint you state that you have had unresolved service issues and thus needed to seek an outside service provider in which you would like to be reimbursed for.  After reviewing your service history and speaking with the ******* *******, I do not agree with your position.  On or about December 26, 2013 we replaced four tires on your vehicle.  At the time of this service we also replaced on rim which would also include replacing a driver front sensor.   Approximately one month later (January 23rd) you came in with the same sensor issue.  The service tech thought the issue was fixed and you left.  You came in the next day, now with the passenger front sensor.  This was not the original sensor that we had changed, this was a new issue outside of the installation of the four tires from December.  The technician fixed this sensor.  Then on January 28th you came in with a passenger rear sensor issue.  At that point, the ******* ******* indicated that she would not be replacing this sensor for you free of charge as it was outside of the work performed on your vehicle.  You then took the vehicle to another service provider and they fixed it.  We would have done the same, however, it would not have been free of charge.  We will not be reimbursing you for what amounts to be a maintenance issue with your vehicle.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I believe that the facts of this prolonged TPS problem, and what appears to be a manipulation of those facts as they occurred, gives me a lack of confidence in dealing with ******* ******, the Russ Darrow ******* *******. I purchased the vehicle from Russ Darrow and would like to say I am confident taking it back for maintenance, but can't make that statement at this time. The way this problem progressed without resolution and the information I was given each time I took the vehicle there all contribute to that conclusion, after over (7) hours of wait time. At this time the TPS light remains on and I have no idea which tire it is on for.

I would be receptive to discussing this in person with someone other than ******* ****** (******* *******). I called her a few weeks ago and she pointed out that the TPS from another tire was causing the light to go on when I know for a fact that the light went on shortly after my last visit (before I got home) and there was no reason for it to do so. I found it interesting that she was now telling me it was another tire TPS, given I have no way of actually knowing what tire the light is on for.  

Regards,

**** ********

 

 

Business Response:

After further review and discussion with you, we have come to a mutual agreement, wherein I have agreed to pay for a tire rotation at a Nissan dealership with the hopes that this will alleviate the current TPS sensor issue.   Please contact me directly with the results from this rotation  and or provide me with a diagnostic report from the Nissan dealership.

 

  If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

3/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I took delivery of a 2011 Jeep Liberty on Saturday, January 25th. When my family and I arrived at the dealership the vehicle wasn't even able to start. (Should have been the first sign to walk away) Spoke to the salesperson and sales manager about this and the assured me that the battery would be changed. We then were able to test drive the vehicle after it had been jump started - salesperson came along. While test driving the vehicle, my entire family AND the salesperson noticed the overall cleanliness of the vehicle and at that point we were told not to worry that it would be taken care of. With that in mind, we went ahead with the deal assuming that the vehicle would be cleaned and ready for me when the paperwork was completed....not the case at all. I did not notice the condition of the vehicle at delivery (4 hours after I agreed to the deal) due to the financing department being backed up. However, I did notice the issues on Sunday morning and was appalled to say the least. I realize that this is not a new vehicle, but the vehicle cannot be in that condition for delivery and if it were my dealership, I would not have delivered it without coming to terms with the buyer. Monday, January 26th I called the dealership to schedule the battery to be replaced and the vehicle to be cleaned, properly. After a 2 or so hour wait in the waiting room, I had an emergency come up with my family and had to leave and luckily the service manager was handing me the key as this came to light. Needless to say, I was again disappointed in the cleanliness of the vehicle as I observed it when I drove away. I no longer know what the proper course of action is to get this rectified and quite honestly - I am fed up with the unprofessionalism of the staff at the dealership.

Desired Settlement: The obvious desired outcome would be to cancel the deal and have all money from the downpayment returned to me....but I realize that is extreme and will not likely happen. In reality, I would like to have the ENTIRE inside of the vehicle cleaned, nicely. Also, since I live a half hour from the dealership and this will be the second time in for the same issue - I would like to be reimbursed for the gas that I have invested.

Business Response:

After reviewing your complaint and speaking with *** ******* *******, it is my understanding that the issues with theoverall cleanliness of the 2011 Jeep Liberty have been taken care of.

 

If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

Business Response:

After reviewing your complaint and speaking with *** ******* *******, it is my understanding that the issues with theoverall cleanliness of the 2011 Jeep Liberty have been taken care of.

 

If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

3/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a vehicle in May 7 2013 for $10,000,about a month later transmission shot asked for good will gesture was denied,asked for extended warranty was denied,asked from sales,service tech,called general manager,corporate,used car manager all denied. So about month later had to spend about $3500 for a new transmission. Transmission was now under warranty. Then got the car back in august second transmission was then shot a month later end of september. Car has been in shop for 3 weeks today (since October 2) transmission was fixed but now was told an a new engine control unit has to be put it. Got call on Friday October 18 saying that for new part I would have to pay another $866 meaning in the 5 months I would have had the vehicle I would have to pay almost half of what it first cost. Asked again for any working around or manuvering to cover this but was also denied. I was also told Engine control Unit was mailed to wrong building hence the delay.Car is still in shop.

Business Response:

I am sorry that you have had so many issues surrounding the vehicle you purchased.  The transmission was not covered under any warranty or goodwill gesture due to the mileage of the vehicle at the time of purchase.  This vehicle was sold with no warranty.  The transmission was replaced by you as you stated.  The transmission and related parts were now covered under the replacement warranty.  Russ Darrow cannot be held liable for the third party transmission going bad, nor can we be held liable for any issue surrounding the transmission or related parts.  As for the Engine Control Unit being delivered to the wrong Russ Darrow.  You are correct.  The dispatcher of the part directed it to the wrong dealership, again not under Russ Darrow’s control.  We are sorry that you have experienced so many issues with the vehicle that you purchased from us.  With a used vehicle purchase, we can do a safety inspection one day and a problem that was not evident at that time can become evident the next day with no warning signs. 

 

                If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

Business Response:

Please use the following reply to Mr. ******’ response concerning the above-referenced complaint:

 

I am sorry that you feel Russ Darrow should take liability for your transmission.  However, you purchased a used vehicle with higher mileage and no warranty.  The State of Wisconsin Department of Transportation Code, 139.04 specifically states the following:

 

                                The inspection disclosures required in subs. (4) and (5).

Unless otherwise agreed to in the purchase contract, the inspection

disclosures shall neither create any warranties, express or

implied, nor affect warranty coverage provided for in the purchase

contract. However, it is an unfair practice for a dealer to not remedy

an item improperly reported on the guide that the dealer could

have found using reasonable care if the buyer has notified the

dealer within a reasonable time after the buyer discovered or

should have discovered the improperly reported item and the

vehicle is made available to the dealership. The dealer shall reasonably

remedy or make a good faith effort to reasonably remedy

an item improperly reported within 30 days of the buyer’s notification.

 

Based on the above-stated Trans Code, Russ Darrow does not feel that we improperly reported on the WI Buyer’s Guide nor did we extend any type of warranty.  In addition, the service technician used reasonable care and as such, Russ Darrow is unwilling to extend any help towards this unfortunate repair.

 

If you have any further questions, please contact me directly at ###-###-####.  ****** ******* ********* *********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

 

 

3/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a minivan from the company 3 months ago. There was a problem with tires. I brought car to their service 3 times and they never fix it. Now they claim that it is my fault now and they want me to pay for expenses.

Desired Settlement: I want them to fix all the tires without a charge because car had this problem when I purchased it.

Business Response:

After reviewing your complaint, I looked at the entire service history since you purchased the vehicle on August 10, 2013 and spoke with the service manager for the service center you have chosen to utilize and I cannot see where there is a continuous problem that we have not handled on your behalf.  You purchased the vehicle and brought it back within 1 week of purchase for a shaking sensation when going over 40 MPH.  The diagnosis was that the front rotors needed to be re-machined.  This was done at no charge to you.   The next time you brought the vehicle in was 3 months and 6,000 miles later for a right rear tire slow leak.  The leak was unable to be duplicated at that time and nothing was done.  You then brought the vehicle in again 2 weeks and 800 miles later with a right rear tire slow leak.  The service tech decided to reseal the tire bead at no charge to you.  The final service issue I see was on Friday, the day you filed the complaint.  At this service you complained that the left rear tire was leaking from the valve stem.  The service manager indicated that you purchased a used as is vehicle that you have driven for close to 10000 miles.  You have had a slow leak in one tire two times and a valve stem leak in one tire on one occasion.  These would be considered normal maintenance items for a vehicle.  As a courtesy the service manager replaced your leaking valve stem with a standard rubber valve stem at no charge.  He also indicated that there was an offer to forgo labor charges on replacing the sensor valve stem and install 2 new tires on the vehicle.  You declined the service work and filed this complaint.

 

You have owned this vehicle for 5 months and have put on 10000 miles.  Russ Darrow cannot be held liable for any issue concerning your vehicle.  As stated above, the issues that you are experiencing are normal maintenance issues that you would or could experience with any used vehicle.  If the problem was prevalent immediately upon delivery and persisted, there may have been a different course of action.  However, there has been  3 instances within 5 months and 10000 miles which makes it a maintenance issue and not a safety or liability issue.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ****

 

 All of the problem that I experienced with the car was existed when I purchased the car. I always complained about tires the day I purchased the car. Salesperson and the service people were aware of the problem but they never fixed it. Low pressure light was always on sice I bought the car. I took the car many times there, they said it was fixed but right after I left light was in again. I had to out air almost everyday I went service place at least 6 times. If the problem was not existed when I bought the car I would not complain about. It seems to me this car dealer is selling defective cars to its customers. They were suppose to put valves that with a sensor, but instead they put regular one. They wanted me to pay for the parts. I do not believe that is fair. If the admits that they are selling defective cars I would accept their offer. The low air pressure light is still on. Again all of the problems about the tires were existed the day I purchased the car and never been fixed eventhough they told me they are going to fix.

Business Response: I’m sorry that you still feel Russ Darrow should be liable for an issue that you are experiencing with your vehicle even though the issue keeps moving tire to tire.  The issue that you originally had with the vehicle after delivery was rectified.  Russ Darrow does not warranty any used vehicle that they sell.  If there was an issue with the vehicle upon delivery we would look into it.  We did just that.  Russ Darrow cannot be held liable for every problem with your vehicle that arises after you have put on in excess of 10,000 miles.  The final issue that we did free of charge was put on a regular valve stem and not a censored valve stem.  This was what you agreed to since you did not want to spend money on this issue.  I am sorry that you are not happy, however, we cannot continue to provide free service on an ever changing problem.

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Friday I bought a van. I did not get to test drive because it was leaking fuel. The salesmen told me not to smoke in it while I was driving in it. After talking to the salesmen they agreed to fix the fuel leak if I bought the van. After all paperwork has been signed they now want me to pay $1000.00 to get the fuel leak fixed. I would like to know what I can do? They we're suppose to have the van fixed for me to pick up today.

Desired Settlement: Repair van at no cost to me

Business Response:

After reviewing your complaint and speaking with *** ******* ******r, it is my understanding that the issues with the 2003 GMC have been taken care of too your satisfaction.

 

If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

 

2/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Condensed version. Bought a used Dodge Ram & within 30 days a censor went out & needed to be replaced.We were originally told, by the **** *** ******* ****, the truck was less than 30 days old but there was more than 500 miles put on the vehicle any repairs would be half off. I put up a fuss & was told ok.. we will work together & see what we can come up with maybe a counteroffer, will get back with you. Well **** abruptly left the company & everything went nuts!! There was no communication, then miscommunication, from the salesperson who was new & was only relaying messages that the New Car manager conveyed to him who was not aware of the situation at all. We just wanted to order the part & get the truck fixed. We was given the run around on even ordering the part. We was told the part was ordered, after 2 weeks we were told we had to come in & pay for the part & after we came in to pay, we were told just pay for the the part & the service after the work is done. I sent a email To **** ******** **)in regards to my dissatisfication with the poor customer service we were receiving at Russ Darrow. I sent the leter on Dec 13th 2013(mind you we bought the Car on October 30th & it is now Dec 13th & a part that was to take 2 hours to come in after it was ordered has taken 2 months) ***** response to me via email was: ****,I just wanted to reply to you to let you know that I have received your e-mail. I am in a meeting right now with my body shop but I will read and respond to this matter as soon as I am done. I will talk with you soon and see if we can find a resolve I never received a response from him & sent a follow-up email on Dec 19th asking if he had gotten a chance to look into the issue-No response! We finally got the part & the service advisor **** had no idea of what was going on (supposed to be noted)so he charged us list price which was not what was quoted originally. This dealarship is the worst of its kind, went because it is in neighborhood, will drive further for peace of mind

Desired Settlement: Would like the dealership to know the qulaity of customer service they give to their customers, is not acceptible to all. It starts with Management.Respect, courtesy, communication is all part of excellent customer service & satisfaction. I have purchased many vehicles & the expereince at this one has been 1 of a kind & not in a good way. I am only 1 customer & what I say probaly dont matter NOW BUT treat every customer the same & it will be another closed dealership to add to the ranks.

Business Response:

After reviewing your complaint and speaking with the ******* *******, we are all in agreement that your issue has been resolved to your husband’s satisfaction.  There was an issue with the vehicle however with constant communication between the dealership and your husband everything worked out in the end.  It is my understanding that while your husband was in the dealership taking care of the issue, you sent what amounted to another complaint that had not been discussed previously and that is when you received the notification from the ******* *******.  Since your husband was at the dealership, instead of responding to you, he spoke directly with your husband.

 

I’m sorry that you feel so strongly that Russ Darrow does not provide quality customer service.  If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ******

 

 Well they have stated their opinion which is so not true . It does not look like this is going anywhere besides a back & forth issue. My husband had to go to delarship because of lack of communication . There is nothing further we can do besides voice our opinion of Russ Darrow's  unsatisfactory customer service. & staff. Thank you.

2/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We financed a 2011 chey hhr lt in may of 2013 the 3rd day we have had several issues with this vehicle and russ darrow has done nothing to resolve the issue

Desired Settlement: I would like to replace this vehicle before one of my family gets killed in this vehicle

Business Response:

In reviewing your complaint you state that you have had numerous unresolved service issues with your vehicle.  After reviewing your service history since you purchased the vehicle, you have had minor service issues that were resolved either free of charge by Russ Darrow or sublet out to another dealership to provide warranty related work by the manufacturer.  The only outstanding issue that I can see is that you brought the vehicle to us in July of 2013 with squeaking brakes.  We advised you at that time that the front brakes were showing wear and were in need of replacement.  You declined the service work and left.  You then came back in October 2013 for your final free oil change and did not complain of any issue relating to your vehicle.  Unless I am missing something from your service history, I do not see that there are any service issues that Russ Darrow has not fixed or advised you on.

 

                If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

That is not true the dealership knows that the service traction is still a problem the air bag sensor and the right tire pressure sensor is now on all I want to do is get rid of this lemon and get something new and also we have had issues since day one we tried to return it and they told me and my wife that we had to give them a chance to fix the problems and my family and me almost died when the front traction failed and we slid in a ditch in ******** *******

Regards,

****** *****

 

 

Business Response:

After reviewing your response, I will have to disagree that any issue that you are currently having with the vehicle is a matter that Russ Darrow should handle.  You purchased the vehicle as is with no express or implied warranty.  The issues you experienced immediately upon delivery were rectified.  If later down the road you are experiencing the same issue intermittently, that would be a maintenance issue that you would be responsible for.  Russ Darrow cannot be held liable for every issue you experience with the vehicle.  If you believe the vehicle is unsafe for you or your family, I would suggest trading the vehicle in.  If this is something that you would like me to help you with, by setting up an appointment at any Russ Darrow Group dealership, I would be more than happy to help.  Outside of this, I will not be able to offer you any additional service work free of charge on the vehicle.

 

                If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Dec. 12th we brought a vehicle into Russ Darrow Kia Fond du lac for service on our 2006 Chevy Trailblazer. They were suppose to diagnose a problem we were having with our 4wd. Russ Darrow Kia hooked up our truck to there scanner to detect the problem. After they clearly told us they have a generatic scanner and they couldnt detect exactly what the problem was the truck would not start after this. We never had a issue with the truck not running. We then had to have the truck towed to a chevy dealer. Now we had to have Holiday Chevy in Fond du lac diagnose why the vehicle wont start. We feel Russ Darrow Kia should pay for them diagnosing why it wouldnt start. Russ Darrow Kia had to of triggered something to make it not run. Attached is the letter sent to russ darrow kia that we never received a response and the bill from Holiday Chevy.

Desired Settlement: Russ Darrow Kia should pay for the cost of Holiday Chevy to diagnose our vehicle not starting.

Business Response:

After reviewing your complaint and speaking with the ******* *******, we are all in agreement that it is unfortunate what happened with your vehicle, however, hooking your vehicle up to a diagnostic monitor will not cause the issues that you experienced with your vehicle.  However, in spite of this, we will be sending you the reimbursement that you are seeking in the form of a check and as a customer goodwill reimbursement.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

****** *******

 

 

 

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 16th, my boyfriend and I went to Russ Darrow Nissan to look for a used car. After a couple of hours we found a 2013 Nissan Sentra that we were interested in. We told the sales person that we were working with that we had another car we wanted to look at, but we would be in contact with him on Monday, 11/19. Since he was not there on Monday, we called on Tuesday 11/20 and my boyfriend made a deal with them on the car over the phone. The sticker price on the car was $16,900 and they stated they were willing to take $2,000 off the sticker price and give me $2,000 for the trade in on my 2004 Nissan Sentra. We agreed to the deal and we went down to the dealership after work. I did secure my own financing, however, I did want to see if the dealership could find me a better interest rate. We were there for about three hours, having several discussions regarding the deal that we had agreed upon earlier. When we were finally ready to sign the agreement, the contract changed to show a total price of $15,500, after trade in. When we questioned it, our sales rep insisted that was the deal we agreed upon and now only offered $1,500 for my trade in stating that it was his managers decision to drop the offer on the trade in. We questioned him on the sticker price saying that the sticker price showed $16,900 and the math just doesn't add up to what we talked to. The sales rep said this was exactly what we discussed and said he would understand if we needed a couple days to think things over. I was eight months pregnant and the sales rep suspected we were trying to get the car taken car of before the baby was born. My boyfriend and I were so upset at their complete lies that we decided to leave with out the car. We got home at 9:15 pm and at 11pm my water broke, sending me into early labor. We ended up getting a car at a different dealership two weeks later but my credit rating dropped quite a bit because I found out Russ Darrow submitted a credit request to 15 different banks.

Desired Settlement: Would like dealership to work to restore credit to previous level and establish a policy not to do that again.

Business Response:

I am sorry that you could not agree on a specific price for the vehicle you were looking at.  Since there are so many variables when negotiating a price on a vehicle over the phone, there may have been a misunderstanding on what was actually offered.  With regard to restoring your credit to what it was previous to coming to our dealership, we do not have the ability to do this.  You requested us to find a better rate than what you walked in with as you stated in your complaint.   We did as you asked and the result cannot be changed.  With regard to how many banks were asked, the entire transaction was during one inquiry and as such the credit bureau lists the individual banks but since it was done under one inquiry, it only affects your credit as such. 

               

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mother was taken advantage of at this dealership when buying a car. The salesman ******* ******** ************** added as many add items on to the sale without my mother understanding what she was signing for she ended up spending over $7000 in add on items that were totally for the benefit of the dealership and the salesman personal benefit. The paperwork wasn't even filled out right there were so many things added on that they forgot to list what they were charging her for. They neglected to ensure the new car which had a loan had no insurance for 3 weeks which is illegal in the state of Wisconsin.

Desired Settlement: I feel that my mother had no clue what she was signing for I would like all the dealer add on sales to be removed. We are happy with the car but do not want any of the add on items

Business Response:

I have reviewed your complaint, however, I am in need of additional information in order to properly look into your complaint.  Please provide me with the customer’s name, type of vehicle purchased and the dealership in which transaction took place.  Once I receive this information, I can speak with you regarding your concerns.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

1/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 2, I went to Russ Darrow to see a person who sent me an e-mail about Russ Darrow was working with banks to lower monthly payments on cars purchased at Russ Darrow. According to them, the lady who wrote the email wasn't there anymore, but you can talk to this person. The person I talked to was a man name ****. I told him why I was there, to see about having my car refinanced at a lower rate. He said ok and took all of my personal information, name, social security number, address, ect. He then went to the main desk and talked to someone and then came back to me. He said he checked and it would be cheaper for me to buy a new car. I told him, I do not want a new car. But he insisted. Lets go on the lot to see if you see one that you like. I went with him and I told him again, NO. He then said I will tell you what I will do. I got just the car for you but I have to go get it. But he kept insisting that I take a look at it. He said if I give him $100.00 that he would go get it and if I don't like it, I will return your $100.00. I finally told him to go get it and gave him my debit card. He went to the desk and when he came back, he said how much can I take out $500.00. I said no because I'm not going to give you $500.00 to get a car that I don't want. I also told him that my sister work for Chrysler and I need her number. This was my protection because I didn't want the car and I knew that I wasn't going to give them the number. The next day, Aug. 3 he called me up and said I got your car and when are you coming out. I told him that my sister wouldn't give me her number and that I will be out to pick up my $100.00. Because they had all of my information, everything but my sisters number, there scheme fell through the roof.They then went to work on my credit. I didn't tell them to check my credit nor call any bank on my behalf because I wasn't buying anything.

Desired Settlement: They applied to five banks on my behalf, *** **** * *********** **********,***** ***** **** *** ** *********, ***** ***** **** *** ** * ***********,******* *** **** ***** ********* * ******** and ********* ******** *** ***. I received letters from these companiesThe Credit report has *** 8/3/13, ***** ********* 8/3/13, ******** ******* 8/3/13, ******* *** **** *** 8/3/13 Inquires: Every time you apply for credit, a hard inquiry is placed on your Credit report. I didn't authorize RD

Business Response:

In reviewing your complaint you specifically stated that you went to the dealership to see if you could refinance.  Upon entering and talking to a salesperson, you gave all of your requisite information including your social security number.  By giving this information and requesting a possible refinance you gave permission to the dealership staff to run your credit.  With this acknowledgement by you, Russ Darrow cannot remove any inquires associated with your request.  You are correct in your statement that there were five banks that showed up on your credit report.  As you also stated, all of these were pulled at the same time, thereby showing them individually on your credit report but only providing one hard inquiry and credit score drop.  Any application submitted to multiple lenders under the same application is considered one inquiry.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

Business Response:

I have read your response and will I will still disagree with your position.  The ad is correct and not misrepresented in any manner.  Car dealerships are just that, dealerships.  They are not finance companies unless they have a license to in-house finance a vehicle loan.  In your case, you came into the dealership looking to “refinance” your current loan.  Refinancing can logically mean two things…refinance with your current lender or with a new lender.  In the case of the later, the new lender would not see this as a refinance, but as a new loan because they were not involved with your previous loan.  So, the denials that you received by all of the lenders that we sought to “refinance” your vehicle through would not have stated they were refinances because your current loan was not through them.

 

The end result no matter what agency you write to, is that you came into the dealership looking to refinance your current vehicle and we ran your credit.  The statement that you wrote your personal information on gives us that right.  We cannot call the credit bureaus and say that this was not your intention…it doesn’t work that way.  You can write the credit bureaus and tell them your story and see if they reverse the inquiries on your personal credit.  This would be the only way to accomplish what you are looking for.  Russ Darrow cannot and will not be able to do anything as we did what you requested.

 

I am sorry that you do not like this answer or the outcome, however, I would be extremely careful of what and who you give your personal information to and for what ramifications will follow.

 

****** ******* ********* *********  ************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The facts are #1. I came to the dealership because of an email that stated they were working with banks to lower ones monthly car payments.

#2. The dealership said that the person who wrote the email wasn't there anymore and sent me to talk to a salesman named ****.

#3. **** talked to the person at the desk and came back to me and said that it was cheaper to buy a new car rather than refinancing mine.

#4. **** insisted that I go into the yard with him to look at some 2013 cars. I told him again, I don't want a new car.

#5. **** talked to the guy at the desk and came back and said, "I have just the one for you but I have to go get it. He kept on insisting until I told him ok.

  #6. **** went back to the main desk and came back to me and said that he needed $100.00 to go and get the car and If I don't like it, they will give me my $100.00 back. He tried to get $500, I told him that I not going to give you $500 to go and get this car because I don't want it

  #7. They got the car the next day and he called me and I told him again that I don't want a new car and that I will be out to pick up my $100.00. Four days later, I went to pick up my money and he had a long tale about we have to do this to do that to get the money.

  #8. Now I am starting to get letters from bank stating that Russ Darrow had applied for a loan on my behalf. None of them said anything about refinancing my present car.

  #9. I could care less if the credit bureau reverse the inquiries on my personal credit

 #10. The problem is this, What kind of application did Russ Darrow send to the banks on my behalf, a Auto Loan Refinance Application which asks on this form from a bank, This is NOT an application to refinance an existing xxxxxx Auto loan or was it an Application for a new car. Seeing that everything is kept in a data base, this application will soon turn up.

 

As far as the recall, ******* Hub took care of that just by inspecting the wiring. They also said that they would check the alignment, however after 12,000 miles, I will have to pay for it. I had an alignment done on it and I will take it back to ******* to be repaired because they said the steering wheel is slightly off center.

Regards,

******* ******

 

 

1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The service department at Russ Darrow Kia in Appleton refused to replace parts back on my vehicle. The parts associated with the parts have failed numerous times. The admitted they damaged the part but did nothing about it except tell me my car was old and there is no reason to replace the part. But if I want to purchase a new car they would be more than happy to assist. I contacted ******* *******, **** ******* and **** ******. They are all in agreement that it is good business practice and good customer service to damage a part on a customers car send it home and do nothing about it even when they are told over a year to replace the part back on the car.

Desired Settlement: Replace the bolt on the serpentine tension-er bracket and refund my money from the wrong serpentine belt getting replaced from the work performed from changing the timing belt to extended the warranty. Then refund the money from the wrong serpentine belt being put on that time. Then refund my time to take my car back again to have the serpentine belt replace again with the correct serpentine belt. I have been labeled a "average customer" and "why should I get the discounts I do". I have all the emails connected with all the stated complaints.

Business Response:

     I have reviewed the complaint and also the service file and have found the following:

 

Oct 14th 2011,  RO# ******

 

"Customer states vehicle won’t start"

           

Service performed- Timing Belt Replacement and Crankshaft Sensor Replacement

 

Nov 24th 2012, RO# ******

 

"Customer states bolt on tensioner is missing replace"

 

Service Performed- Tech 712 found missing bolt. Tech informed customer that the bolt is strictly cosmetic and does not affect the functionality of the customers vehicle (1 of 17 Timing cover bolts). Tech informed customer that job is very labor intensive to correct for a simple cosmetic blunder. Customer agreed and did not want additional charges to correct a cosmetic issue.

 

Feb 25th 2013, RO# ******

 

"Customer states replace bolt on Serpentine Belt tensioner and bolt on top left cover"

 

Service Performed- Tech 780 found missing bolt. Tech informed customer that the bolt is strictly cosmetic and does not affect the functionality of the customers vehicle. Customer agreed and did not want additional charges to correct a cosmetic issue.

 

Mar 29th 2013, RO# ******

 

"Customer states replace Serpentine Belts"

 

Service Performed- Tech 712 replaced belt. Tech tightened belt to proper tightness. Vehicle left dealership functioning as designed.

 

May 13th 2013,  RO# ******

 

"Customer states just replaced serpentine belt now it is squeaking"

             

Service Performed- Tech 712 replaced belt. Tech tightened belt to proper tightness. Vehicle left dealership functioning as designed.

 

Jul 13th 2013, RO# ******

 

"Customer states change engine oil"

 

Service Performed- Tech 231 replaced engine oil and did multipoint inspection on vehicle. Tech found vehicle in need of Air Filter and Tires. Customer did not want to perform services at this time.

 

Attached also for your review is the picture of the missing bolt.  As you can see from the picture, it has been missing for quite some time.  The vehicle has been serviced outside of the Russ Darrow Group, and we cannot take any liability for anything wrong with the vehicle. 

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

Business Response:

I am sorry that you still feel Russ Darrow has not taken care of your situation.  We cannot continue the relationship with you given the circumstances in which you have tried to make Russ Darrow come around to your side or opinion.  We will have to agree to disagree. 

 

If there is a question that you have other than what has already been discussed and exhausted, please call me directly.

 

****** ******* ********* *********, ###-###-####

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *********

 

 

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a car from Russ Darrow. **** ****** told us that he was happy to buy us lunch after we bought a car from the dealership. Since we had to wait for the car and hadn't eaten, we took him up on the offer and went out for lunch and gave him the receipt. He told us that he would have a cashier's check for us before we left. Upon leaving, he said that he couldn't give us a check that day and said he would have it mailed to us. We bought the car on October 28th, 2013. We have placed phone calls to him, left voice mails and sent an email, all with no follow-up from him whatsoever. We even talked with the finance department and they commented that they didn't know anything about it the first time we called. The second time we called (over 3 weeks ago) the finance department/cashier said they knew about the receipt and would We have called repeatedly since then, not able to speak with anyone, waiting on hold for over 15 minutes when waiting to try and get in touch with **** or someone to assist.

Desired Settlement: We would like our promised money for the lunch that we purchased and submitted to **** ******, personally.

Business Response:

I am sorry that the ******* ******* did not provide you the reimbursement immediately.  I will be sending in the mail today a reimbursement with a little extra for the inconvenience. 

If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******, ********* *********

12/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased 2007 Dodge Caliber in Feb 2013, in May 2013, the alternator went out. As I was stranded in the middle of the intersection of High Point and Watts, I called RD and the guy in service asked if I had extended warranty to which I said no. He replied, "well you can call someone and have it towed here, but I can't guarantee anything". I had it towed somewhere else and had new alternator installed. Couple months later my windshield wipers stopped working. On 11/13/13, car was making funny noise and could smell something burning. Had it towed to my local mechanic (I vowed I would never go back to RD after the last episode), he put a new starter in. On 11/26/13, it happened again and the car wouldn't start. Towed again, my local mechanic looked at everything, completely baffled, consulted Iowa Cty Chrysler, couldn't figure it out. Replaced the starter (deeming the other one faulty). There is something causing this starter to "burn out" and told me to go to the dealership. I picked the car up on 12/5/2013 and went to RD on Odana where I purchased it. The service manager was very nice and told me that I should take it to RD on the eastside as they are RD Chrysler. He apologized and didn't want to turn me away, but thought that was a better option to check out the diagnostics. He also mentionemay be helpful to provide them with my sales person's name, maybe they would be able to help. I knew it was a short window, so I had planned on taking over to the east side on Tuesday. Today, 12/9, it happened again. Made screeching noise and quit. I called RD East, and the man in service was unbelievable. Telling me it was most likely the alternator, giving me a "lesson" on how cars operate (my dad was a mechanic), and was completely derogatory with his "well, dear" remarks. Told me I could have it towed there but coming from the west side to the east side was going to cost me $200 and his diagnostic testing at $105, won't I fell bad when he tells me it's the alternator. I was on the verge of tears, I couldn't believe he was talking to me in that manner. I borrowed a co-workers car, went to RD *****. I sought out the "nice" man I spoke to last week. He apologized for not being able to help (well he could, but they are Kia and don't have the appropriate testing to help me). Still urging me to tow it to the east side, or *** ****** down the road. In 10 months, I have had so many issues, and Russ Darrow doesn't care. I don't understand how they sell a vehicle that they can't service. Told the ******* ******* on Odana today, just keep the piece of crap, this is too worry some. What's next week, the car's going to blow up? I have never felt so helpless. I also learned from my local body shop this summer that the driver's side has had some repair/paint work done, which was not disclosed.

Desired Settlement: I would like to exchange the vehicle, or repairs at no or minimal cost as they sold me a lemon. I would also like for the service department on the east side to educate their staff that it is not okay to not talk to their female customers as if they are idiots.

Business Response:

After reviewing your complaint, I would like to apologize for the way in which the technician spoke to you.  As with any used vehicle, they are sold as is with no warranty implied or stated.  Anything can go wrong at any time without warning.  As you stated in your complaint, you purchased the vehicle in February and didn’t have any issue until May when the alternator went out.  The alternator and the other specific problems you have experienced are normal maintenance items for any vehicle.  When you called the service department, the technicians are trained to ask if you have an extended warranty because it may pick up the towing bill depending on what you may have purchased.  Without any type of warranty, the service department does state that the towing and diagnostic fees will cost the stated price.  As for your statement that we can’t service a vehicle that we sold, the technician stated to you that the Chrysler dealership would be a better dealership to make sure the diagnosis would be fixed or able to be ascertained.  Sure could the Kia service department have found your problem and fixed it?  Yes.  However, since you were having issues with the same items, and your local mechanic couldn’t figure it out, the technician simply made an observation which you could have said “no” to.

 

Your desired settlement is not a reasonable resolution.  The vehicle was purchased used and does not fall under the “lemon law”.  This law is for brand new vehicles that have not been previously titled.  Also, we cannot be liable to fix your maintenance issues as they arise.  If you continue to have mechanical issues in relation to any items serviced by Russ Darrow, I would be glad to offer a 20% discount on parts and labor.  If you choose to utilize this discount, please provide my response to the requisite service department before the work commences. 

 

****** ******* ********* *********

*******************

12/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a 2013 Mazda 3 five door hatchback.. Brand new? I don't think so, I'm a ******** ** year old male.. I feel there taking advantage of me.. I was told by a lot of peoe I know

Desired Settlement: So it's a 28,000 dallied car, that's was missing paint and scratched up.. I proceeded to take in to them.. Still isn't fixed!! I need help..

Business Response:

After reviewing your complaint am not able to find a record of your purchase.  Is there an additional name on the contract?  What are the last 8 of the VIN?  What store did you purchase the vehicle at?  And specifically, what is your complaint.  I understand that you purchased a 2013 vehicle that was missing paint and may have been scratched up.  Aside from that, I am unable to determine what the complaint is.  Please contact me directly or provide a detailed response through the BBB.

 

****** ******* ********* ********* *******************

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/1/2013 I took possession of a 2010 ford fusion SEL that my wife and I purchased the day before. about 3 weeks later at most, the car would loose all response from the gas pedal. Upon my research I found out the problem, Electrical short in the throttle body. I took the car back to russ darrow and the service department said that it could not find anything wrong with the car. I had video proof of the warning lights and erractic idiling from the car that was time and date stamped. Instead of trying to help find a solution the told me they could no longer service the vehicle and that I needed to just take it to ford for repair. So I did. Ford within a couple hours had the car diagnosed and repaired, Throttle body needed to be replaced,and that was not covered under my extended warranty. 406.00 dollars later i had my car fixed. I tried to make contact with russ darrow to try to work something out with them and they don't feel they need to do anything about this. also when the vehicle was purchased, the salesman ***** *, really emphasized the fact that the vehicle came with a lifetime subscription to the satellite radio(Sirius) if words could have had bullet points next to them they would have. Come to find out today 11/22/13 that we only have a trial version of the Sirius radio til January...very misleading and unprofessional service is about all that's guaranteed.

Desired Settlement: reimbursement for the total repair from ford, i can and will supply all documents from ford and also paid subscription for the satellite radio(Sirius)

Business Response:

After reviewing your complaint I will need the paid invoice from the Ford dealer who fixed the issue.  We need to look and see what was done and how it was presented before we can make a decision on your resolution.  As for the Sirius radio, Russ Darrow does not have a contract with Sirius.  We cannot offer anything on behalf of this company.  If the vehicle you purchase is equipped with the Sirius radio then Sirius supplies a limited 6 month subscription.  The only difference would be if you purchase a new vehicle, it would come with a one year subscription due to a contract that Sirius has with different manufactures.  I spoke with the salesman without informing him of your complaint and he stated the exact program as I had described above.  I can only assume that this was a misunderstanding, with no intent to offer a service we have no contract to provide.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

Business Response:

 

Please email the Ford invoice to **************************** or mail it to my attention at Russ Darrow Group, Inc., c/o ****** ******* **** **** ********* ******** **** *** **** ********* ****** **  *****.

 

As for the Sirius radio, if one of our employees was misinformed about a product by a previous customer, I am sorry.   I cannot  say if he misspoke or if the information was misinterpreted as I was not there.  Sirius Radio provides the service to our customers directly, the program does not include or have anything to do with Russ Darrow.  If there is a problem with the 6 month trial subscription, I suggest you contact Sirius directly.

 

****** ******* ********* *********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

**** *******

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 09/13/2013 I worked with ******* (spelling?) to trade in my ***** and purchase a KIA RIO. While working with ******* he offered me the Schedule A pkg. This pkg include an interior and exterior treatment of the car which protected it from some of the more harsh WI weather. Although it sounded like a nice feature it ultimately would add 15.00 a month onto my payment. I cannot afford that at this time. Therefore, I opted to take good care of my car on my own, with my own resources (i.e. wash wax, etc) rather than doing this pkg. ******* was understandably disappointed as this would be a point of sale for him but he respected my decision. At this point, it had been some time since I had been there at the dealership. There was only one mgr there running the reports and he was behind. We waited for quite some time before the man who could do the final paperwork was available. Finally, this man was available. We walked together to a separate room, closed the door and he began by saying my payment would be around 306.00 each month. I was very pleased with the transaction, the car, the trade in, the experience with the salesperson and I didn't mind the overall wait time as this payment was going to be affordable. Unfortunately, it went down hill from there. This man set it with an extremely rapid, intense, monologue about this litany of services available to me as stated on a piece of paper he put in front of me. He was talking to me about everything from floor mats to life insurance to disability and back to exterior finishes. I felt berated, then chastised, then frightened, then overwhelmed and repeat that all over again 10 times. At this point, after trying humor to deflect him, trying the blunt "no" approach, actually signing the "declined" area and thinking we had moved on he brought the forms back out once again! My blood sugar was low, I was tired, he was not taking no for an answer, he said flat out to me, "Well, I can't force you to take it" in a very condescending tone. I thought he was going to stop. Then, he started in again about how "KIA gave me a hell of deal on the car and this is a great pkg"... I finally signed the damned thing to get out of there! After the weekend I called the salesperson and told him my concerns. He explained I can come in and speak to someone higher up than that person if I wish. I went in to speak to someone about this issue and request it be adjusted and taken off and the gentleman said, "Well, the person who signed you up for the schedule A isn't working today". AS IF I WOULD EVEN WANT TO TALK TO THAT PERSON EVER AGAIN?????? I said, "That is ok. We can take care of this today between the two of us can't we?" I was then told I can talk to a gentleman named ******. ****** asked to look at my paperwork and told me since it had already been sent to the back and funded as a loan it was not possible to adjust my payment but it could be taken off of the principal of the loan. ****** seemed he was being bothered by my visit and was inconvenienced by my request. No apologies were offered for the behavior of the ******* ******** who bullied me into signing me up for the Schedule A. If you review the other complaints against this "schedule A" ** you will see that others have been bullied as well.

Desired Settlement: I would like a refund in the form of a check mailed to me in the amount of the $1700.00 it cost for this Schedule A pkg to be applied to this loan as stated on the paperwork. This will help me with the 15.00 a month I have to pay on my car payment that I didn't want to pay in the first place. The 15.00 a month I knew I wouldn't have the extra cash in my budget to spend. I will watch for paperwork in the mail to facilitate this process. I will not work with **** ******* ******** on this process.

Business Response:

After reviewing your complaint and looking into the Package A, it seems as though the product had been applied to the vehicle.  This is a warranty and is therefore cancellable, however, the price of the product will be deducted from any refund.  The refund cannot be mailed to you, as you currently have a loan on the vehicle.  The refund check will be mailed to your lender within the next 10 business days, less the product cost.  The refund will bring down the amount of your payoff you have on the vehicle and act as a principle payment.  Since you have the product on your vehicle, you should not have any issues with the protection.   If there would be issues down the line the warranty associated with the product would not be valid.  I will cancel this warranty effective September 20th, the day that you filed this complaint. 

 

                If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

Business Response:

You are correct in your statement that this product was not applied to your vehicle.  For that reason, a check for the full amount of the warranty has been processed and is being sent directly to your lender to be applied as a principal payment.  There is no other way for me to issue the refund.  Per the State of Wisconsin Banking Laws, if there is a lender who financed any type of warranty or product and if the lien is still perfected by the same lienholder at the time of cancellation, the refund proceeds must be sent directly to that lender.  For that reason, the check will be mailed to *** **** in the amount of $1658.97.

 

****** ******* ********* ********** ************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

********* ********

12/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on July 23rd of 2013 i went to russ darrow in west bend, wi because I wanted to refinance my 2012 Dodge Caliber I went to the West Bend dealership because someone from that dealership told me that they were the only dealership in the state of Wisconsin that would refinance my contract. When I got there they told me they were unable to refinance my contract but they would give me a 2013 Chrysler 200.the salesman **** told me I had to write a personal check of $1000.I was told the check would not be cast it was a token of good faith because I was suppose to get a thousand dollar check back for the warranty of the 2012 Dodge Caliber.the dealership try to cash my personal check before I got the thousand dollar check for the rebate of the on the 2012 Dodge Caliber.they try to cash the check they total of 5 times before I had possession of the rebate check.they cost me 180 dollars in overdraft fees and they are giving me a bunch of excuses about reimbursement.

Desired Settlement: I would like to be paid $180 for the cost of the overdraft fees and an additional $500 to get my other accounts back on track

Business Response:

After reviewing your complaint and looking into hold check, it has come to my attention that you did not notify us that the funds were not going to be available on the day the check was held for.  The check was deposited and the bank automatically tries 2 times.  When the funds were not available, it would have been sent to our accounts receivables department and a phone call would have been made indicating that they would try putting the check through once again since we had not heard from you.  The check was then sent to the bank again and processed automatically by the bank two times.

 

It is the customers responsibility when they write a hold check, to notify the check holder that the funds will not be available and to sign a new Hold  Check Authorization with a new date.  Since this was not done, I cannot take responsibility for your overdraft fees.  I will however, send out a customer goodwill gesture to help you recoup some of your loss. 

 

                If you have any questions, please contact me directly at ********************  ****** ******* ********* *********

12/16/2013 Problems with Product/Service | Complaint Details Unavailable
12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recieved a promotion mailing from Russ Darrow Kia of Madison. The mailing had a contest associated with it. You had to scratch-off three areas and if all three items matched under the scratch-off, you won the prize. My scratch-off indicated that I won $25,000. I called the number on the promotional (9/12/2013) advertisement and the person I talked to told me to come in and see *****. I went to the dealership the evening of 9/12/2013 and asked to see *****. The sales guy said that all of the salepeople were called ***** and he could take care of me. He took some basic information and gave me a $2 dollar bill and indicated that was my winnings. I asked about the remaining $24,998 that was due to me and he said it was just a sales gimic to get people in the door.

Desired Settlement: Pay the remaining $24,998

Business Response:

 

I’m sorry that you were not given the opportunity to try and turn the key to see if you were in fact the winner of this promotion.  The promotion is sent to 50,000 people with 1 person receiving the winning activation code.  This is an approved advertising method that goes through numerous audits and is also insured to assure that a prize is available if the random winner delivers the brochure with the correct activation code.  Part of the fun for the customers of this contest is that they can win a large sum of money or a vehicle, and that was taken from you.  I cannot say for certain why the salesperson told you it’s only a gimmick and way to get somebody in the door, however, I can apologize and say that the sales staff was inappropriately trained in this manner.  I would like to assure you however, that the pamphlet that you received, had it correctly stated the winning activation code, that you are the only individual that would be able to claim the prize.  There are numerous fail safes to ensure that the name listed on the mailing and the person claiming the prize are one in the same.  We at Russ Darrow like offering contests to our customers and hope that the individual brings in the winning mailing!  As a consolation prize you should have received a $2 bill and a lottery ticket.  I am also going to send you out a customer goodwill gesture for taking the time to bring this type of issue to my attention so that in the future, customers are given the opportunity to have “fun”! 

 

If you have any questions or concerns, please do not hesitate to contact me directly. 

 

****** ******* ********* ********** *******************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Your promotion is a scam, just as the sale person told me,  It is to get people in the door. To prove otherwise, please provide he following information:

Provide information regarding winning persons (no names or addresses, but city and prizes) that they recieved for this sales promotion.  What were the winning numbers? 

 

Regards,

**** ******

 

 

Business Response:

I am unable to provide the specific winner information as the information is not formulated by Russ Darrow Group.  The winners are randomly selected by ***** ***** **********.  I can tell you that there was not a “winner” of any significant prize associated with this flyer in the Madison area.  However, I can say that in July for this exact promotion a family in ******** ****** brought in the grand prize $25,000 mailer.  A check for $25,000 was awarded to them by ***** ***** **********, the company that puts these flyers together and covers the insurance to protect the contest.  Also, I know you believe that these are scams to get customers in the door, however, we want the winners to come in and claim their prizes to show that there are winners!  It would not make sense for us to hire a company to put on these types of sales and then not award a prize.  Also, these contests mailers are highly scrutinized by the state.  They go through numerous approval processes before they are actually put into production and mailed out by the mailing house.

 

I am sorry that you were not a winner this time, but can assure you that a pre-determined person did receive a winning mailer.  If you have any further questions, please contact me directly.  ###-###-####/direct.  ****** ******* ********* *********.

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2010 Mazda Certified CX-9 from Russ Darrow Mazda Greenfield because it was a Mazda Certified vehicle that comes with a 12month 12k mile bumper to bumper warranty and a 7 year 100k mile powertrain warranty with roadside assistance. The vehicle was listed on the national Mazda website under Mazda Certified vehicles and it was listed on the Russ Darrow website as Mazda Certified and I also have the auto check that states that it was Certified so with all that being said I assumed that the vehicle was certified so I purchased the vehicle and after all of the paperwork was signed I asked about the certification and the warranty and was to do if anything were to go wrong and they told me that the car was only pre-certified (whatever that even means) and that I had to pay to have it certified. So I immediately contacted the national brand Mazda and below is our conversation.
Hello Mr *****,
I was able to speak to the dealer about this concern and was advised that at the negotiated price the car would not be certified and that you were notified of this. This issue would need to be resolved directly with the dealer since they sold you the vehicle and are independently owned and operated.  If you have any further questions or concerns please contact the dealer directly. Let me know if you have any other questions.
***** *************** ******** **********
###-###-####
Ext. ****
 
> ---- Original Message ----
> From : *********************
> To : "*************************************** **************************************
> Subject : Re: Question - New Owner - Other  [INTR:******]
> Date : Wed, 18 Sep 2013 20:41:13 GMT


> Hi I purchased it is russ darrow mazda in greenfield wisconsin the phone number is ###-###-####. The way I found the vehicle was searching through the mazda website under the certified vehicles and the one I purchased was listed under there and it also said on the auto check that it was certified.
> Thank you
> ******* *****
> > On Sep 18, 2013, at 12:32 PM, <************************************> wrote:
> > 
> > Re: File number *********
> > 
> > Dear Mr. *****,
> > 
> > Thank you for contacting Mazda regarding your 2010 MAZDA CX-9.  We appreciate your recent Mazda purchase.  Depends on the certification.  If it is a Certified Pre Owned Mazda then it would have an additional warranty. Did the dealer tell you it was a certified by the dealer or a certified CPO through Mazda?  If you send me the dealer contact information I can investigate further?
> > 
> > Should you have any additional questions or need further assistance, please do not hesitate to contact me, referencing file number***-***-****
> > 
> > Sincerely, 
> > 
> > *****
> > *************** ******** **********
> > ###-###-####
> > Ext. **** 
> > 
> > 
> > 
> >> ---- Original Message ----
> >> From : *********************
> >> To : ************************************
> >> Subject : Question - New
> > ***** * *****
> >> Date : **** ** *** **** ******** ***
> >> 
> >> 
> >> Hi I just purchased my mazda cx-9 today and I have been researching them quite a bit and I went to the dealer today expecting the cx-9 I just purchased to be certified which they say it is but they told me that it means that it went through and passed the inspection process but it does not come with the warranty which is an extra cost to get the 12/12000 bumper to bumper and the 7/100000 powertrain warranty. Is that accurate because the way your website and everything else makes it seem is that a mazda certified vehicle comes with the warranty.
> >> thank you 
> >> **** *****
> >
So the person from Mazda that I was talking to said that he contacted the dealer and that the dealer said that the  "negotiated" price the vehicle did not come certified and that they told me that which is not true for one thing I paid the full online price so there was no negotiation on the price of the vehicle at all

Desired Settlement: For my vehicle to be certified with a warranty

Business Response:

After reviewing your complaint and speaking with the General Manager of the store, I have come to the determination that you understood that the vehicle would not be certified due to a negotiation of the internet sales price.  You negotiated the price and were told that any discount in the internet price would negate the certification of the vehicle.  I am being told that at the time of the sale, you understood this.  After the sale you came in numerous times to try and get the certification for free and were told that we would split the cost with you as a customer goodwill gesture.  You declined to split the certification fee as you wanted it for free.  We were not willing to do that and are not able to offer the gesture any longer.

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******, ********* *********

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle 07/12/2012 from Russ Darrow in Fondulac, 2002 ******* Town Car. On 10/17 of this year I traded the car in to ****** **** in Franklin Wisconsin. Approximately 2 days later I got a call from *** ******* (****** **** finance dept) stating that the vehicle that I traded in (*******) VIN numbers did not match the VIN number on the auto title. He stated that I would need to contact Russ Darrow and would need a new title sent down to them so that they could complete the transaction. I contacted FDL Russ Darrow and spoke with *** in finance, he stated he would need to contact his corporate office and would call me back. When I next spoke with him he stated that all of the paperwork he had regarding the vehicle had the incorrect VIN number on it and was unsure what to do. I gave him the phone number to ****** **** and *** ******* as a contact, of which he called (I do not know the details of that conversation), I assumed the matter to be closed as far as my involvement as nearly 10 days had passed without any contact from Russ Darrow or ****** ****. However, last night I did get a phone call from ****** **** stating the matter was still open and needed resolution. ****** did confirm that *** from Russ Darrow had called but that they had not heard anything from them since the initial phone call approx. 10 days earlier. I called Russ Darrow last night and am waiting on a return call from ***, who begins work today at noon. *** ******* did state that if this was not closed that either Russ Darrow would need to purchase the vehicle back, or I would. Now this was a clerical error at some point of the *******'s trail of paperwork, the VIN number is off by 3 digits, however I am unsure what else I can do which is why I am filing a complaint. I purchased a vehicle from Russ Darrow in which the paperwork was not completed correctly, now in trading the vehicle in I am told there is a possibility I may need to purchase back the very vehicle I traded in because of this error. This matter has been unresolved for over 3 weeks and I need help from BBB to resolve this.

Desired Settlement: Russ Darrow needs to get a auto title with the correct VIN number to ****** **** so this transaction can be closed. Russ Darrow FDL # ###-###-####. ****** ****'s Address - ****** **** **** ** ***** *** ******** ** ***** Contact: *** ******* Phone ####-###-####

Business Response:

It is my understanding after speaking with Wayne at ****** ****, and providing him with the necessary information to get the title corrected, it was finalized by the DOT on or about November 25th.  ****** has or will be receiving the corrected title from the State.  You should have no further liability towards the trade in vehicle.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2007 Jeep compass in 2012. I really didn't care for the car but it was the only vehicle that any one would finance. We were told that we should take the car and after a year we could bring it back in and trade for something else. I did took it in to trade it off I was told that I was not able to trade it in. I was not happy. The thing that really irritates me is we have had many issues with the are. I don't believe the anti-lock brakes worked as the car didn't act any different with or with them on. then the check engine light went on. I took it to a jeep dealer and they checked it out and got the light to go out but they couldn't do anything about the anti lock breaks. I had taken it in to the place I got the car to get an oil change. They checked over the car and said the motor mounts were going and the arm by the driverside tire. A day or so after the oil change I look and seen something leaking so I took it back in and they said there was nothing leaking, Well I have been keeping an eye on it. I told them I should not be having issues like this. We just got the car a year ago. Well now the cars gears kicked out of 2nd and 3rd gear and the transmission is just about shot. It costs about 4000.00 to fix it all. In my opinion as well as others this car should not be in this bad of shape. I believe things were wrong with that car and they just don't want to get me a different car like they said they would. I don't have money to fix car. So now I have a broken down car and they get off free. Oh yea about 6 mnths after we had it they told us we needed tire

Desired Settlement: Either they fix all repairs and not at my expense or better yet I want a different car.

Business Response:

I am sorry that you are experiencing problems with your vehicle.  However, you purchased a used 2007 Jeep Compass with no implied or stated warranty.  There may have been warranties available to purchase aside from the manufacture warranty that has since expired.  I am unsure if you looked into this option to help out with any repairs that you experienced after delivery.  As for the re-financing or trade-in, we routinely tell customers that they can try and refinance or repurchase a newer vehicle at a later date.  It is however dependent on your credit, balance owed on current vehicle and income.  Not all loans are able to be refinanced for various reasons.  I am unsure what the reason was why you were not able to re-finance or trade out of this vehicle.  If the value of the vehicle was much lower than your loan balance, it can be difficult for a bank to accept a large amount of negative equity on the new vehicle purchase. 

 

We do continue to offer the refinance program and I would ask that you try again and see if circumstances would be different at this time.  If you have any other questions or concerns, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********.

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I need ball joints. A tie rod,I have contact Nissan , I have contacted Russ Darrow they are refusing to help me. I purchased this vehicle a little over a year I believe I should have been told or given an safety inspection sheet when I purchased this vehicle. My vehicle is a 2005 Nissan murado, it had 76,000 miles at the time of purchase

Desired Settlement: I think the company should do the repairs on my vehicle

Consumer Response: On Saturday November 2, 2013 I took my 2008 Nissan Murano into Russ Darrow Nissan located at ***** **** **** ** for my routine oil change, I was also due for tire rotation. After my vehicle was serviced I was informed by the technician that my vehicle needed ball joints and a tie rod, at that point I became upset because I felt that I should have not been responsible for the repairs, because it wasn't quite a year that I had that vehicle. I was never given an auto safety inspection sheet at the time of purchase. I asked the technician for Russ Darrow customer service number. I called the customer service number that same day, and they were not open. On Monday November 4,2013  I  called Nissan  customer service again. The customer service rep stated  she would have someone from the Nissan department give me a call. On Nevember 5,2013 someone by the name of ***** called me, I explained to ***** what my concern was, ***** said she would give me a call back on the November 12, 2013. On November 12, 2013 I called *****, I didn't wait for ***** to call me  I spoke with ***** she stated she would have an decision for me Novemeber 15, 2013. ***** called me back on Thursday November 14, 2013 and stated there was nothing she could do for me. Then on that same day, Thursday Nivember 14, 2013 I called **** ****** in **** **** **, I spoke with ***** said she would talk to the manager at Russ Darrow Nissan and she would call me back.  On Monday November 18, 2013 ***** called me back she stated there was nothing she  could do for me, she stated she spoke to the manager who also stated he couldn't help me because it was a used car and also because of the weather that we have and the conditions of our roads. 

Business Response:

After reviewing your complaint and your follow up information provided on November 22nd, I have found that Russ Darrow Nissan has not made any indications or implied warranties to fix your vehicle after the date of purchase.  You purchased a as is used vehicle with no represented or implied warranty.  Russ Darrow cannot be held liable for any repair to a vehicle after delivery, whether or not it is one month, six months or one year after delivery.  This is a normal maintenance issue on a used vehicle.  The ball joints and the tie rod are dependent on how the vehicle is driven, what type of pavement, etc.  I can offer a 20% parts and labor discount if you choose to utilize a Russ Darrow Service Department.  If you would like to make an appointment, please contact me and I can set it up directly and notify the service manager of the goodwill gesture I have offered you.

 

                If you have any questions, please contact me directly at ************/direct.  ****** ******* ********* *********

12/16/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The used car dealership sent cards for a drawing that could only be handled at the dealership, but when I got there they not only performed a personal credit check after multiple explanations that the search was for a company car, they said oh you shouldn't use the card yet. Come back Saturday to use it, otherwise you'll miss out on the down payment benefits or some other excuse - just so they wouldn't have to give the prizes and have another chance to get me in the shop under pressure.

Desired Settlement: Reverse credit score penalties due to unauthorized use of my SSN and personal credit, while searching for a company vehicle

Business Response:

I am sorry that you feel we pressured you into looking at a vehicle.  I understand you went to the dealership to look for a company vehicle.  If you were looking for a company vehicle, why would you provide your personal information including your social security number?  The form that you filled out would have had a disclaimer on it specifically giving the dealership permission to run your credit based on the information you provided. 

 

I am unable to reverse any inquiries on your credit since you did provide the information and agreed to have a Russ Darrow dealership pull your credit for a possible vehicle purchase.  It is the customer duty to read everything and understand everything before signing anything.  If there was a question in your mind as to why you were providing your personal information if you were specifically searching out a company vehicle, that question could have been addressed by a dealership staff member. 

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

 

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2012 Chevy Cruz from the dealer. I specifically asked to keep my monthly payment as low as possible. After a long negotiation with the sales manager we agreed upon a price. I was never offered or warranty or given warranty terms on the vehicle which I later discovered was because it would have raised the payment quite a bit and they just wanted to get a deal done. After two months of having the car I began having problems with it overheating. I took the car in only to find out that I would be charged for repairs on a car I just purchased. They filled the coolant and told me everything seemed fine. They then proceeded to tell me that they could offer me a warranty but this problem wouldn't be covered because it's pre existing. When I asked why I wasn't offered the warranty at the time of purchase no one could give an answer. After about a week and a half the car started to overheat again. After reading online i found that this car has a common thermostat issue that causes the car to run hot. So here I am paying $423 monthly for a vehicle I just purchased and still having problems with.

Desired Settlement: I would like my vehicle repaired or replaced.

Business Response:

I am sorry that you have had so many issues surrounding the vehicle you purchased.  I cannot give a reason as to why you may not have been offered a warranty.  The warranty is usually a part of the negotiation process and the finalization of all contracts.  The issues that you are experiencing with your vehicle, as stated by you, are standard for that particular vehicle.  This was found out by a web search that you conducted after the purchase of the vehicle.  This same web search could have been conducted prior to the purchase of the vehicle to make sure that the vehicle you chose would be a good option for you. With a used vehicle purchase, we can do a safety inspection one day and a problem that was not evident at that time can become evident the next day with no warning signs.  There is no way to determine that your vehicle would have issues.  If presented with the warranty at the time of purchase (not saying that you weren’t offered one) would you have purchased it?  We cannot answer that question now, but the way it sounds is that you would not have because payment was a factor in your purchase and the warranty would have greatly increased the purchase price and the monthly payment.  I cannot offer to replace or repair your vehicle at no charge.  You can trade the vehicle in for a different vehicle or I can offer a 20% discount on parts and labor if you would like us to fix the vehicle.  Please let me know if you would like to go one of the two directions offered. 

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

12/16/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in the dealership on 9-28-2013 and signed a purchase contract on a 2013 Nissan Altima, This was a finance transaction acceptable to me. I informed them that the finance terms were not acceptable to me because I was told there was 0% for 84 months which was not true. I called my salesman twice on 9-30-2013 and asked for my $1000 deposit to be refunded to my check card. I called the GM twice and also sent an email with no response. I have also contacted the corporate office and was told I would get a call back in a half hour and no one called me.

Desired Settlement: My $1000 deposit refunded

Business Response:

After reviewing your complaint and following up with the accounting department, it was relayed to me that the $1000 deposit was credited to the credit/debit card used on October 3, 2013 at 1:17 p.m.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to Russ Darrow in West Bend because they advertised a car on the internet, that I was interested in. First of all, the salesman offered me a rust package for $1595.00, and I said no thank you. He came back ten minutes later and said he forgot they had a special on this package for $595.00. I said no. I got there about 1:00 pm and I didn't leave until 6:30. The ***** *******, the service manager and the finance manager stood at a desk for about an hour whispering. I told them I would be back the next day with the down payment. The ***** ******* said, we'll send our salesman home with you to get your check. My head was spinning before I left. I had not eaten and I was very confused. They had added 3 service contracts that came to over $5000.00. I didn't realize that when I signed the papers, because of the deceptive sales pitch. I went back the very next day, and said I needed to cancel all of these. At which time, the finance manager paged the service manager, and said I couldn't cancel the rust package because it had already been applied, which was on the contract for $795.00, not the $595.00 the salesman had told me. Anyway, they said they would cancel everything, except $250.00. He was yelling at me, plus there were 3 other guys in the room, so I left. I called the finance manager the next day only to find out that he said the contract had been made out and sent to the bank, so it couldn't be cancelled. He said it would take 8-10 weeks before I got a refund. In the meantime I received a booklet for service that was suppose to be cancelled. I received 2 written cancellations. Again I called the finance guy, and he hung up on me. They use very deceptive selling practices there. More so, than any other car dealer. They thought they had a dumb woman, and they would do anything it took. Anyway, I have filed a report, along with all my paperwork to the DOT. They have gotten back to me, and said they would be going there to get their side of the story. I would just like to add, that I called GM and the car has a 100,000 warranty with 2 free oil changes left. They knew that, but didn't choose to tell me. 4

Desired Settlement: I would like a refund for the 3 service policies that cost over $4200.00.

Business Response:

 

I have reviewed the complaint and the corresponding dealer file.  Attached please find the relevant documents to help support my response.

 

The basis for the complaint is that she unknowingly purchased warranties, which unbeknownst to her increased her monthly payment to what she purports to be an unmanageable amount.  As you can see in the documentation provided, Russ Darrow showed Ms. ***** a worksheet which indicates the terms of the loan as they stand without any additional warranty products.  This worksheet shows the customer what warranties are available for purchase and how it affects the base monthly payment.  In this case, Ms. *****’s base payment was $368.04.  After reviewing the warranties available, Ms. ***** elected to purchase the service contract, maintenance package and road hazard.  She initialed that she understood that the payment was going from $368.04 to $498.47.

 

Based on this worksheet, it seems to me that Ms. ***** knew what she was purchasing, signed the related contracts and took delivery of the vehicle.  She states that she called the dealership the next day to try and re-contract without the warranties and was told no, that was not possible.  If she wanted the warranties cancelled, she would have to sign the cancellation form and the proceeds would be sent to the lender to bring down the payoff on the vehicle.  Ms. ***** elected to cancel the service contract as of September 6th.  By cancelling within 30 days of the contract, she would receive a full refund with no proration.  The warranty department finalized the cancellation on October 18th and a check was sent to PNC Bank for $3,106.75. 

 

Based on the complaint as sent to your office as well as Fox 6 and the BBB, it sounded as though Ms. ***** intended to cancel all the warranties on the account and not just the service contract as she had elected on the cancellation form (attached for your review).  I spoke with her this afternoon and she stated that she would like all warranties cancelled.  I informed her that I would start the process and back date the cancellations to the September 6th date so that she would receive full credit with no proration.  I expect this check to go out to PNC Bank within one week from today’s date.

 

I also explained to her that by sending in the refunds, it will not affect her payment, which she was also concerned about.  I did inform her that once PNC Bank receives the full refunds, I would work with her to try and refinance her vehicle with another lender to reduce her car payment, based on the principal balance reduction from the warranty cancellations.  She stated that she would like to try and she will keep an eye on her account to see when the refunds are applied and call me to start the process.

 

                If you have any questions, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

******** *****

 

 

 

12/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I asked that upon delivery the damaged speaker be replaced. It was but with a more damaged one. I had to persue the company to get a new one. The main issue is sales rep told me that a keyless remote could be gotten for car. Being a 2013 she said it could be ordered. When I returned to order the part, I was told " it can't be done on this model!" When I said something to sales rep, her comment was, " ya, I found that out too." No apology nothing. Now they want me to pay an additional $200+ and drive 50 miles to get an out of factory keyless remote installed.

Desired Settlement: I think due to the false statement by sales rep the company should pay for keyless remote or offer a different vehicle for close to what we already have spent with the keyless included.

Business Response:

I am sorry for the delay in responding to you regarding the issue with the keyless entry.  At this time due to the materially false statement of the sales representative, I will be providing you with a check to cover the cost of the keyless entry.  If you choose to utilize our service area to install such item on your vehicle, please contact me directly to schedule an appointment.  If you feel this is a reasonable resolution, please let me know and I will immediately send a check out to cover the cost.

 

And please take my sincere apologies for the requisite sales person’s misstatement.  We strive to train all dealership personnel with the inner workings and options for all vehicles on the sales lot, and this was an obvious misstatement.  So, again sorry for the inconvenience and time this may have caused you.

 

                If you have specific concerns or issues, please contact me directly at ###-###-####/direct.  ****** ******* ********* *********

 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

****** ******

11/19/2013 Problems with Product/Service | Complaint Details Unavailable
11/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a flyer in the mail from Russ Darrow of Appleton telling me I had won a prize. So I took it in see what had won, and it was 5 hours later before I found out all I had won was a 2.00 bill and a 1.00 scratch off lottery ticket. I did not win. They forced me in to buying a different car, I was not allowed to leave because they had my car keys to my *****, and they would not give them back, they took my key off my key ring after I finally got my keys back. There was no disclosure statement in the car ever. They way over charged me for this car. They lied about the payments, and the financing is in California, and when it is all said and done I will pay close to 30,000.00 for a 2007 Kia that needed work.

Desired Settlement: I want them to only charge me the Blue Book Value of 8927.00 minus my 4000 trade in , I want my payment at the 200.00 they promised, . I wan the car refinanced in WI not CA. I was never told I was paying 2000 for an extended warrenty.

Business Response:

Ms. ***** was sent a staffed sale advertisement which included the potential to win a prize.  She came into the dealership with the flyer, as the rules stated, and she was approached by a staffed sale agent.  The salesperson asked for her keys in order to appraise her trade-in, and showed her different vehicles.  They landed on the 2007 Kia Rondo.  Ms. ***** states that she was never interested in this vehicle and she continued asking to have her keys returned to her and that she was never in a position to trade in her vehicle or purchase another vehicle.  When I spoke to Ms. ***** shortly before she filed this complaint with your office, she explained to me that she watched other older adults and one elderly man with cancer come into the dealership, ask for their prize and walk out shortly thereafter.  Ms. ***** was free to leave at any time.  If she was not in the market to purchase a vehicle why did she let them appraise her trade and look at possible vehicles to purchase?

 

As to the contention that the vehicle was purchased for an amount in excess of the value of the vehicle, this is incorrect.  Attached is the NADA retail valuation at the time the vehicle was sold.  As you can see the amount is greater than what she was sold the vehicle for after her discount was applied.

 

Ms. ***** states that she wanted her payment for the vehicle at or around $200 and that she did not know that she was purchasing a service contract with the vehicle.  Attached is the worksheet Russ Darrow utilizes to show customers what the deal figures are including amount financed, interest rate, monthly payment (before and after warranties are selected) and then the customer signs the form indicating their selection and agreeing to the monthly payment amount.  As you can see, Ms. ***** indicated that she wanted a 5/60,000 mile platinum warranty with a corresponding $355.48 monthly payment.  In addition to the worksheet, Ms. ***** then signed the Carefree Car Protection Mechanical Failure Service Contract which indicates a purchase price of $2,000.

 

I am sorry that Ms. ***** is not happy with her purchase and is suffering from buyer’s remorse.  It is clear that Ms. ***** knew what she was purchasing and what her monthly payment would be.  If Ms. ***** did not read her contracts or ask the necessary questions to help her understand the transaction more clearly, Russ Darrow cannot be held liable.   Russ Darrow cannot discriminate against anybody that walks in the door.  If a customer walks in and completes a transaction and takes delivery of a vehicle, the contract is valid and stands as is.

 

As to Ms. *****’s fair settlement demands, Russ Darrow cannot refinance the vehicle based on a NADA Rough Trade-In Value or any other amount.  I would be willing to offer to Ms. ***** as a one-time good will gesture, 3 free oil changes on top of the 3 free that she received upon purchasing a vehicle.  If Ms. ***** would like to take advantage of this, I will send her a letter that she would take into the dealership indicating the free oil changes.

 

****** ******* ********* ********** *******************

10/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I apologize for the length of the complaint. This has been a series of poor customer service experiences, and I wish to give a full account. ________________ 1.___July 23rd I am first shown the car, a used 2005 Honda Civic Si with 90,000 miles, by a salesman named ***. During the course of the sale, I tell the salesman *** that I'm concerned about rust, particularly where deep scratches and nicks in the paint are exposing metal. He says that as part of the deal they could fix the chips in the paint, and takes me to another vehicle that has had the same paint touch ups performed to demonstrate the quality of the service. I agree, and he tells me to bring the car in the following Monday after the sale, and the paint service will be done by Tuesday afternoon (the specialist comes in Tuesday mornings). I make an appointment to pick up the car and do paperwork on the following day, the 24th, at 4:15pm. 2.___July 24th I arrive at 4:00pm, and am told others are in line in front of me despite my appointment. Over four and a half hours pass while I wait for the financial department. During that time I speak with the salesman again, and confirm that I should bring the car in on a Monday for paint service. It is after 8:30pm when the financial department finally invites me in to go over paperwork. It does not occur to me to note that the paint touch ups were not written as part of the contract--it sounded like an everyday service offered as part of buying a used car. I ultimately leave the dealership after 9:15pm. 3.____July 29th Knowing I would be unable to bring in the car for service this Monday, I call and ask if it would be alright if I bring it in two weeks later. The sales assistant confirms that would be fine. 4.____August 12th I bring the car in for the paint touch up service offered verbally by the salesman. The sales assistant goes over the vehicle with me, and I point out each scratch that I want filled in as she takes notes. I then sign paperwork for the use of a loaner vehicle. 5.____August 13th After three phone calls I am told by salesman *** to hang on to the loaner as the service was not performed, but that the service will be performed the following Tuesday. 6.____August 14th I get a phone call from the ***** *******, who was confused about the service to be done. I tell him it involved paint touch ups, and he says they will also buff the vehicle. 7.____August 16th The service department leaves a message informing me that they do not know why my car is in their lot. Also, it won’t start, and they will charge me $100 to diagnose it. I receive the message on Tuesday morning, the 20th, when I check my voicemails to see if the car is ready. 8.____August 21st I drive out to Russ Darrow and jump the car using the jumper cords that are in the trunk of the Civic. I inform the service department that I expect the paint service done, without a spurious $100 fee even if they have to jump the car to get it the 40 feet to the garage. 9.____August 23rd I am called and told the service is done. I drive out to Russ Darrow Nissan. The paint touch up has not been done, and I tell the service department as much, rather frustrated. 10.____August 26th I receive a voicemail from the service manager telling me my service is done. I return the call and ask if paint touch ups have actually been done. He tells me no, that I should come in and look at the car and discuss it. I tell him I already have, and I expect the paint work done. He says to come in the afternoon of the 27th after the paint job specialist has been in. I assume this means the paint touch up service will finally be performed. 11.____August 27th With every expectation that the service is actually done I come in to pick up the car and return the loaner vehicle to Russ Darrow (clean and with more gas in the tank than was originally provided). My car, of course, has not had any paint touch ups and is now in worse condition—there are several new gouges in the paint on the rear bumper that appear to be from a rotary buffer. Angered, I go to the ***** ******* ****, who explains that paint touch ups are not permitted for budget vehicles and that the service was offered in error by the salesman. When I become upset he offers to buy back the vehicle. Assuming this means that he will buy it for the price I paid for it, I calm down and ask if there is anything else that can be done that isn’t as drastic. He offers to give me some matching paint so I can do the service myself. Mollified, I agree. ________The service department responds with the notification that $7.80 is required up front for the paint. This is the last straw. I return to the ***** ******* and tell him that I will take him up on his offer to refund my car. He tells me to come back tomorrow and it will be taken care of. I agree, assuming he wishes to wait a day to get paperwork in order, and so I can cool down. I now suspect it was because he knew the following day was his day off. He offers to let me drive the car home, but I refuse, instead spending an hour removing the car stereo I had installed and replacing it with the factory set and transferring my personal items from the Honda Civic, thus returning it to the original state it was in when I purchased it as far as I am able. 12.____August 28th I return once again to Russ Darrow Nissan, expecting a refund (or perhaps some sort of conciliatory gesture in the name of good customer service). The ***** ******* on duty, who did not appear to be aware of the history of the situation, informs me that ‘buyback’ means they would be willing to take it off my hands at much reduced trade-in prices. In disbelief that any prolonged customer experience could be this bad, I demand my keys. They find one keyring, but cannot locate my second keyring with key and remote entry. I tell them to find it within an hour, and walk out, driving home. ________I call back two hours later. They are still unable to locate the keyring, informing me that they believe an employee went home with it. They recommend that I come back tomorrow, on the 29th. ________________ The evening of the 28th I make this report to the Better Business Bureau. Through this entire chain of events, I feel I have been quite accommodating. I did not lose my temper despite my anger, and took no action against Russ Darrow other than requesting decent customer service. Sales, Service, and Management—all three—at Russ Darrow Nissan have failed to deliver. I do not believe malice was involved, merely miscommunication between departments (or mismanagement at worst). That said, ensuring good customer service is ultimately the responsibility of management, and they have failed utterly.

Desired Settlement: Perform the service as originally stated by the salesman, with the additional request that they repair the paint damaged by the buffer. Locate and return the missing keyring, or replace it.____________ If that is not possible, I would like a full refund of the vehicle at the price purchased, including taxes and fees (EXCEPTING vehicle registration fee and other costs paid to third parties. I understand that these are costs that cannot be recouped by resale of the vehicle).

Business Response:

After reviewing the complaint with the dealership staff that were part of the entire transaction, this is simply a buyer’s remorse situation.  Mr. ********* purchased a used 2005 Honda.  He asked that the staff detail and buff the vehicle after purchase.  A 2013 Nissan Rogue was given to Mr. ********* as a loaner while the service department detailed his vehicle.  The vehicle was done the next day and the service department started calling Mr. ********* to return to pick up his 2005 Honda and return the loaner vehicle.  He did not return for one week.  When he arrived he stated that somebody said they were going to touch up paint for every scratch on the vehicle.  He was told that the vehicle was sold to him as is with no representations or warranties for anything other than the detail and buff.  He stated that he was not satisfied with the vehicle and did not want it anymore and was going to “give” it back to us.  He was told that the vehicle was delivered to him and he was contractually obligated to remove the vehicle from the dealership.  He refused and left without his vehicle.  Mr. ********* did come by a short time later and picked up his vehicle.  The only conversation that was had with him after he picked up the vehicle was he requested a second key and this was picked up by him.

 

I am sorry that Mr. ********* is unhappy with his choice in vehicles, however, Russ Darrow cannot provide any additional services to the vehicle free of charge.  If he would like to have the scratches touched up by our body shop, please call me directly and I can get you an appointment and an estimate of what it would cost. 

 

****** ******, ********* *********, ###-###-####/******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is not a case of buyer's remorse.  I am not unhappy with my choice of vehicles, rather I am unhappy with my choice of dealerships.  I love the car, and do not regret the decision to buy it.  I only regret buying it from Russ Darrow Nissan given the experience I had.


My purpose in filing a complaint with the BBB was to give Russ Darrow Nissan an opportunity to offer some kind of customer service solution, in writing, to that experience before I make my complaint public.


To be clear, Russ Darrow has no legal obligation to respond: as has been noted repeatedly the verbal offer to perform paint repair that I was given by the salesman was not honored, but there is no written statement to which I can point: there is no contractual obligation.


As for my legal obligation to remove the vehicle, this was never mentioned by any representative of Russ Darrow.  To restate portions of the timeline: the salesman offered to fix the paint upon purchase on July 23rd.  The vehicle was brought in on August 12th.  It was August 27th before there was any statement by Russ Darrow personnel that the offer was not going to be honored, despite my expectations being clear from the start and being repeated to management, service, and sales.


It was at this point (August 28th) that Russ Darrow was unable to locate my set of keys.  No mention, again, of any obligation on my part to move the vehicle was ever declared to me, and to avoid a second trip I intended to pick up the car with my keys when Russ Darrow found them.  During the entire period of time (starting August 29th) my repeated emails asking if the keys had been located were ignored by Russ Darrow personnel--including management--until October 3rd--over a FULL MONTH LATER.


I will make this clear one more time: I am not looking for a handout.  I am declaring my intention to exercise my right as a customer to review Russ Darrow on sites such as the BBB, stating factually my experience with your company to inform other potential customers.  Russ Darrow has this one chance to respond, to resolve the issue in a way that will not result in a negative review on this and other sites.


Regards,

***** *********

10/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On September 12, 2013, I had an appointment at 3:00 p.m. to sell my vehicle to Russ Darrow Honda in Milwaukee, WI. They done an evaluation and offered $1,100.00 for the vehicle. They took my title and signed a contract to complete the deal. They kept the vehicle and advised me to return on Monday, September 16, 2013 to pick up the money for the transaction. Upon my return, the general manager advised that the transmission was not working, and they will only give $300.00 for the transaction. When, the vehicle was inspected on September the 12th, the vehicle was driven to Russ Darrow with no issues with the transmission. Another Honda Dealership, ***** ***** ***** inspected the vehicle prior to going Russ Darrow. The only reason that I took the vehicle to Russ Darrow was because they offer the buy a car program.

Desired Settlement: I am seeking that Russ Darrow Honda of Milwaukee will honor the contract and pay $1,100.00 for it.

Business Response:

It is my understanding after speaking with the dealership staff that the check was mailed to you at the address indicated on the Purchase Contract on September 20, 2013.  If you have any further questions or concerns, please do not hesitate to contact me.

 

****** ******* ********* ********** *******************

9/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While looking for a new car I was assisted by gentleman ***** (sits in front cubicle of entrance). ***** was nice, however I felt ***** did not care about my needs or wants for a car that I was sure to pay a lot of money on but instead just focused on making a deal and selling a vehicle. Although I was disturbed by his approach that is not why I am complaining. I went to look for a car Monday April 22, ***** told me after 5 hours of waiting that they could not put me in a vehicle that day but they were having new cars come in over the next few days and that I would be in car by the upcoming Friday. Tue-Fri I did not hear from *****. I called Friday and he told me my file was right in front of him and that he would call me right away. 5 hours later ***** still did not call me. I called him letting him know that my son is at daycare certain times of the day and that's why it's important that I take care of business between my minimal free time. He assured me he would call me that Friday night before close or definitely by Saturday. He did not. Monday I waited til late afternoon then I called Mr. ***** and told him I was disgusted with his customer service , that I have never been treated like this, and that I was going to file a compliant. To this day ***** has not contacted me to apologize for his lack in customer service nor did he call me about any car opportunities. I have no way in knowing why he gave me the run around but I have NEVER been treated like this in my life and I would not want anyone else to feel like I felt.

Desired Settlement: I would just like an apology. Since this experience I haven't even looked for another car in fear of being treated so badly. They ran my credit 3 times so I'm scared to even have another place do the same. I am so disgusted I honestly don't know what I want besides an apology.

Business Response:

I am sorry that you had a negative experience in trying to purchase a vehicle.  I cannot tell you why this particular sales person did not contact you when requested, nor am I going to make excuses.  If you are still in the market to purchase a vehicle and you would like to give Russ Darrow another chance, please contact me directly and I will make you an appointment with a ******* ******* so that all of your needs and more are met.  Again, I apologize that this happened to you!

 

****** ******* ********* ********** *******************

9/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Had service on 2002 Honda Odyssey on 5/23/13 for a check engine light/tcs lights that stayed on. I was told by ***** ******* (the service writer) that replacing the spark plugs and replacing the EGR valve would fix this problem for the near future. I paid $445.15 for the above services on Discover, and in less than 24 hours, the check engine light came on again. I called Russ Darrow the next day, and told them what happened. I returned to the dealership the following Saturday (6/1/13). They performed another diagnostic, and told me they feel they did what they were supposed to, and had no answer for why the check engine went back on. They said that additional work could be done to try and fix this problem, but since I already spent $445.15 on the repairs (because I was told point blank,it would fix this problem), I refused to spend more money on this. I did not need the new spark plugs, or the EGR valve if it did not fix this problem. I spoke with the ******* *******, but he would not budge with the bill. We then disputed the charge with Discover. Discover requested documentation from Russ Darrow, but they refused to supply this to Discover. Discover then withdrew the payment of $445.15 from Russ Darrow. Russ Darrow then turned around and sent us a bill for $445.15, and said if we do not pay, they will go to small claims court. We called Russ Darrow on 8/6/13, and they still refused to supply Discover with the documentation requested.

Desired Settlement: 1) we want Russ Darrow to supply Discover with this documentation of services provided. 2) If Russ Darrow refuses this, we feel that Russ Darrow has something to hide, and a billing adjustment is warranted.

Business Response:

I’m sorry that you feel that you were in appropriately charged by the service department located at the Honda Russ Darrow dealership.  The price that you were charged and paid on your Discover was the charge associated with the service that you received.  It sounds like the service you received did not take care of the whole issue.  This is not something that any service department can guarantee.  The technician can diagnose a problem and there may be additional problems occurring simultaneously that create a larger issue. 

 

As for the dispute with Discover, you are correct that Discover asked for a response in relation to your chargeback request.  By the time the request was received by a dealership staff member, it was too late to respond and Discover charged Russ Darrow the full amount of the service bill.  The request from Discover specifically states the following:

 

Sales ticket was not provided within timeframe on the Retrieval Request.  Discovery will not allow this chargeback to be reversed regardless if sales ticket is now provided.   (Please see attached request from Discover)

 

Based on the letter received from Discover, Russ Darrow’s only recourse to obtain the money for the service received was to initiate a collection matter.  The amount is outstanding and is due regardless of Discover Card’s chargeback.  You received the service and the bill needs to be paid.  The collection action will remain on your credit until such time as the account is paid in full.

 

If you would like to discuss this in a civilized manner, unlike the last phone call, I would be more than happy to explain the process to you.

 

****** ******* ********* ********** *******************

Business Response:

On 9/16/13 at 3:37 p.m. I spoke with ***** in the dispute department at Discovery.  She stated to me that Russ Darrow cannot for any reason provide information to Discover any longer for any reason.  The time period in which we had to respond obviously still remains in dispute.  The letter that I provided in response to this complaint is the only letter we received from Discover.  As I have previously stated to you, the individual who responds to these situations received the letter after the response was due.  It is not that Russ Darrow does not take these issues seriously, it is that the information provided to us was not received in a timely manner.  Whether or not there was a delay on our end, I cannot state with any certainty.  This outlet that you chose, to dispute with Discover, is not an end all be all answer.  The customer has the right to dispute charges, and the dealership has a right outside of the dispute process to seek full reimbursement for services rendered. 

 

The compromise that you are suggesting is not a fair settlement in my eyes and therefore it is respectfully declined.  The original offer that I made still stands and will continue to stand during this complaint process.  You had already received a discount on the service by utilizing a service coupon.  These coupons do not get stacked and also are not available to be utilized with any other discount.  The labor discount that I have offered you is a goodwill gesture as I do not see where Russ Darrow has erred in this situation.

 

****** ******* ********* ********** *******************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****


 

We paid $445.15 for a repair to our van that did not fix the problem we brought it in for.

Russ Darrow refuses to take responsibility for the fact that their technicians are human and subject to making errors when fixing cars.

 It's unfortunate that we have to repeat previous statements, but you are lying and distorting facts with regard to the credit card company.

You received your first request from Discover in June, and your second request in July, and both were ignored.

On August 6th when we spoke to Russ Darrow, it was well within the 45 day time frame to respond to Discover's second

request to provide them with the documentation they requested.  Also on August 6th when we spoke to RD, we asked if you would provide Discover with the documentation they requested, you said "NO".  By ignoring Discover's requests it would appear Russ Darrow had something to hide, and chose to pursue their own deceptive billing tactics.  

We were told by Discover that the vast majority of merchants respond to their requests in a timely manner regarding a disputed charge.

Let it be known to all who visit the Better Business Bureau of Russ Darrow's unprofessional and untrustworthy tactics.


 


9/21/2013 Advertising/Sales Issues | Complaint Details Unavailable
9/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently bought a 2012 Toyota Camry and as I am on my way home from purchasing my veichle I notice a chip in the windshield so I pull over to call the dealer which is then closed (guessing it happened when the car was being detailed before I took it home). The next day I went to the dealer and they said they will have someone come to my home to fix it. They came to seal the crack but it is still looks the same. I feel I just spent $22000 on this veichle it should be in almost perfect condition. I want my windshield replaced and they are refusing saying it ok because it is not going to spread. I would not have purchased a veichle with a sealed or non sealed crack in the windshield it looks tacky, I paid too much money for it to look like that.

Desired Settlement: I want a new windshield

Business Response:

I’m sorry that you have had a negative experience in relation to purchasing a vehicle which has a chip in the windshield.  The chip in the windshield is not a safety concern and was fixed by sealing said crack.  If the chip were a crack or a safety concern, Russ Darrow would view this situation as a safety hazard.  However, it is an aesthetic issue which was on the vehicle at the time of purchase.  I will be willing to offer $100 towards the replacement of a windshield if that is what you intend to do.  I will issue and mail this offer to you today.

 

****** ******* ********* ********** *******************

9/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Located a vehicle on the Russ Darrow website that we were interested in buying on Tuesday morning (8/27). As we both work over 50 hours week, we don't have a lot of time to waste, so I called the phone # on the website (###-###-####) to confirm the vehicle was still available for sale and at the dealership. After advising the rep, a gentleman named ***, of the stock #******* of the vehicle and description noted on the website (2011 Nissan Altima, 29000 miles, white $14, 777) he stated he would check and call me back. He then stopped and said "oh wait, the manager is walking by right now, let me ask him". I then heard him ask "***" about the vehicle, who advised him it was on the lot and still for sale. At that point, *** asked me if I wanted to set up an appointment to see it. I stated yes, but that we would only have about 1/2 hour to spend, so to be sure the car was ready for us to look at. He set up an appointment for us at noon (I called about 11 am) and asked if there were any other cars that we would be interested in. I told him NO, only this one. He advised me that *** ******, the manager would be there at noon to meet us and the car would be there. We showed up at noon, no manager in sight. Gentleman asked us if we needed help, and we advised that we were supposed to meet *** ****** regarding the Nissan we had called on and that we had an appointment. They jazzed around and finally had a salesman come out, who had no idea what we were talking about, so we had to re-explain everything. He looked up the car on the website, and then said, I'll have that brought up for you. He came back 15 minutes later saying, "Well, that car was sold on the 20th, I don't know why they told you it was available....what else can I show you?" I immediately asked for a manager, and after some time, the salesman pointed to the reception desk and advised us we could go talk to him. *** ****** asked us what the problem was, we told him the story above and were told that "the reps on the phone really don't know what's available and should not have told us that...." He sort of apologized nonchalantly and immediately asked what other cars we would like to see. Really?? I advised that I was providing the feedback so that this did not happen to other customers in the future and advised that our time and gas had just been wasted as we had to drive 20 miles one way just to get there. He just said that there was nothing he could do.

Desired Settlement: I sent an email to the Russ Darrow group with this same information upon returning home from the dealership and requested a callback from an executive. Received a form letter email stating "received your feedback, internet manager will get back to you shortly". This came from ****** ********, ******* of Honda store. As I didn't receive a call/email, I emailed Mr. ******** back the next day (the 28th) advising of this. As I received no response, I called him again today and left him a message stating that I was sending complaint to the BBB as I feel this is a bait and switch marketing technique. I feel we should, at the very least, receive a written apology letter from Russ Darrow executives, along with an explanation as to why this information was conveyed to us with obvious intent to get us into the dealership to look at other, less desirable vehicles, in the hopes of making a sale along with being reimbursed financially for the money wasted in gas.

Business Response:

I’m sorry that you feel that you were targeted or mislead to believe that a vehicle was in stock when in fact it had been sold a week prior to your initial phone call.  Russ Darrow does not target unsuspecting customers nor do they lead a customer to believe that we have stock that we truly don’t have.  In your case, you were caught up in an unfortunate accounting delay.  The way Russ Darrow’s website receives information from our direct inventory to our website is through our accounting system.  All deals are processed at the store level and then sent to the corporate office to finalize and review all deals for accuracy.  We have on a normal basis three deal processers for all the Russ Darrow dealerships.  On a normal basis all deals are processed within 2 business days.  In this case, there is a processor that is out on maternity leave leaving us behind on processing deals within the normal two days.  At the time you called in our processors were running approximately 2 weeks behind.  This in turn causes the Business Development Center (BDC) to give out, unknowingly, inaccurate information.  The BDC assumes that the vehicle is in inventory if it is on our website.  They do not have access to our accounting system that would show a pending deal that has not been finalized as of yet.  Once the vehicle is finalized in the system that information is then electronically transferred and the vehicle would be deleted through an automated process.  (Attached please find the website screen for this particular vehicle). 

 

I would also like to apologize for the non-response from the ******* ******* of the Honda store.  I have contacted him and discussed this matter with him and he also apologizes for not getting back to you in a timely manner.

 

Again I am sorry that you wasted your time driving to our dealership to find out that the vehicle you were interested in was sold prior to you calling.  I am going to be sending you a customer goodwill gesture for your time and aggravation for this matter.

 

****** ******* ********* ********** *******************

9/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I saw a 2006 VW Passat advertised on cars.com for $7,836 and we purchased it for $6,800 on 5/4/13. We were told numerous times by the salesman ****** ******** that Russ Darrow Kia would stand behind the car if anything were to go wrong with it right away. I had asked about this because I was concerned that the car didn't have a warranty. The ***** *******, ****, also told us that they would definitely stand behind anything they sell because they have an A+ rating with the BBB. After we purchased the car we went to get something to eat and then when we got onto the interstate to go home the car seemed to vibrate in the front. Since it was Saturday night and the dealership was closed we just went home and planned to call on Monday to see when they would be able to fix the car. At this point, we assumed they would honor their word and stand behind the vehicle they sold us. When I called on Monday and spoke to ****** about the handling of the car he told me it was a wear item and that there was nothing he could do about it. I couldn't believe how he just blew me off as if two days earlier he hadn't assured me how honorable they were and that they would stand behind the car. It started to vibrate as soon as we got on the interstate at highway speed. We took the car to ******** ** to find out what was wrong with it and they said it needed a wheel bearing and new CV boots. They told us that the wheel bearing and ripped CV boots should have been caught by Russ Darrow Kia when they performed the safety inspection on the car and the CV boots had been leaking grease for awhile. Both ****** and **** assured us that we were so much better off buying a car from them because of the safety inspection when the care wasn't even safe! When I called back to Russ Darrow Kia to give them the chance to make it right and do the repairs on the car **** said they would only make engine or alternator repairs. A big part of our decision to buy this car was because of their continual assurances that were apparently lies. We also had an issue with **** ****** in Finance who really pulled a fast one on us. He presented us with hazard protection as if it were included in the 'free car washes for life' and '6 free oil changes' but when we got the final paperwork there was a charge for hazard protection. We even asked if it was included with the free oil changes and car washes and he said 'Yes.' The charge was $550 and no terms were ever even discussed. We were told we could cancel it at any time though so we just left it on there. We were pretty disgusted by this and just wanted to leave. The promises made by **** for 'free car washes for life' also looks bogus because the information we received with the Russ Darrow 'Gold Rewards Card' indicates that you only receive a free car wash with service, not a free car wash anytime. He also promised us 6 free oil changes but who knows where we stand with that.

Desired Settlement: We feel that Russ Darrow Kia should pay for the wheel bearing and CV boots to be replaced by the mechanic of our choice. ******** ** estimated $1,148.58 for these repairs. ******** ** of Middleton also recommended we replace the tires but we had already planned on replacing them so we would just like Russ Darrow to pay for the repairs that they should have made before they put the car on the lot. We would also like to have the wheel warranty cancelled along with written confirmation. Russ Darrow Kia of Waukesha should also have their business and finance practices investigated, who knows how many other people have paid for a wheel warranty that they never would have knowingly purchased.

Business Response:

After reviewing your complaint, please provide the estimate that you received from ******** or any mechanic that you had diagnose the issue.  Also, if the vehicle has not been repaired as of today’s date, I would request that you contact me to schedule an appointment with my Madison area service departments so that we can diagnose the problem directly and determine what if any help we can provide.

 

****** ******* ********* ********** *******************

Business Response:

This will confirm that I spoke with you in relation to this complaint and the complaint filed with the DOT in mid-August.  This will also confirm that Russ Darrow agreed to reimburse you a partial out of pocket expense associated with the service work obtained shortly after you purchased the vehicle.  I believe that this was sufficient to close both complaints.  If I am of the wrong understanding, please contact me directly.

 

****** ******* ********* ********** *******************

9/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Saturday morning, 7/20/2013, I was looking at a preowned 2004 Honda Accord listed on the internet for sale at Russ Darrow Toyota in West Bend. I made a phone call to the dealer and was directed to a salesperson. I questioned ***** ********, the salesperson I was directed to, if the vehicle was still on the lot for sale before I traveled from Fond Du Lac to West Bend to take a look at this vehicle. ***** said he would confirm that and call me back shortly, which he did. Next I drove down to Russ Darrow Toyota in West Bend to hook up with ***** to look over and test drive this 2004 Honda Accord. I would like to add that my complaint is not with ***** ********, he was very professional. Unfortunately the salesperson ends up positioned between the customer and management. The next step was to get my trade in vehicle appraised and negotiate a bottom line sale price between the two vehicles. This is where the problem begins. At this point the high pressure sales push starts. The salesperson asked for my drivers license and proof of insurance card. I gave those to him and he filled out a Form No. WISC-1 motor vehicle purchase form, written by hand. From quite a few previous vehicle purchases, I thought this was to show the agreement on purchase price between the dealer and the customer, and the deposit,or money down, or earnest money, was to hold the vehicle till the customer has a little time to think this deal over and talk with spouse and/or immediate family on a final decision to purchase the vehicle at which time any money down is deducted from the bottom line purchase price and the final papers are signed, including a outside lender contract, if applicable. With all my previous experiences, if i opted not to purchase the vehicle, the dealer gives my deposit/earnest money back and with a hand shake plus a business card says "Thank you for coming in, hopefully in the future I can sell you a vehicle." With this dealer they take advantage of the option to charge a penalty if the customer decides for whatever reason not to purchase the vehicle. In this case they wrote in 5% of the "Cash Price" as the penalty. I guess someone at the dealer decided that my $500.00 deposit would suffice as my penalty. My issue is that nothing was said to me about this entry on the WISC-1 form that I signed. I sent ***** a e-mail this same Saturday evening to tell him that I, after discussions with my wife, decided not to move forward with the purchase of the 2004 Honda Accord, and even went as far as to give reasons. Upon opening of the dealership on Monday morning, 7/22/13, ***** called my cell phone and left a voice message, very reluctantly I might add, that he received my e-mail and that a **** ***********, one of his managers who I never met said that they were not going to give me back my $500.00 deposit and that there is notation of this on the FORM NO. WISC-1. My question to Mr. *********** is why I was never informed about this in the fine print before I signed this form ? ***** went over the prices listed with me, but said nothing about this 5% penalty. Also there is a list of yes/no questions toward the bottom of this form which they checked off without even asking me the questions, for example, That the trade-in has not previously been flood or water damaged. I was never asked this and yet the "yes" boxed was checked. I feel that there are items on that form that were purposely not explained to me before they got me to sign the form. Is it legal ? Maybe. Is it ethical ? Not at all. I am especially disappointed coming from The Russ Darrow Group who has been a part of the West Bend community for many years and relies on word of mouth for a large portion of their business. I know of a few different family members and friends of my wife and I that purchased vehicles and had them serviced at that dealership. They will no longer be doing business there because they wonder what other poor tactics they might try. My negative experience by my word of mouth will be much more costly to The Russ Darrow Group than the $500.00 deposit they refuse to return to me. My wife and I have been employed in retail for twenty plus years, many of them in the West Bend area. We would not have guessed that this is how The Russ Darrow Group conducts business. The two of us live from paycheck to paycheck. Losing this $500.00 will hurt us more than it will benefit them. We also know how important it is to keep the customer happy so to receive their repeat business. Again I am angry and disappointed with the dealer and feel that when I did try to communicate with this **** *********** a manager, he was very unprofessional and had very little time to talk to me.

Desired Settlement: For Russ Darrow Toyota of West Bend to refund me the $500.00 by check and hopefully do a better job of making their potential customers better aware of everything on that FORM NO. WISC.1 before the customer places their signature to it.

Business Response:

I am sorry that you had a negative experience at the Toyota dealership.  Russ Darrow Group as a whole does not charge the customer a 5% penalty if the customer decides that they do not want to purchase a vehicle.  I will be sending you a check for the down payment amount of $500 as well as a goodwill gesture for your time and frustration.  Again, I do apologize for the way this was inappropriately handled.

 

****** ******* ********* ********** *******************

9/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Russ Darrow Lancaster Drive Madison sent advertising material to many customers in which when you scratched 3 stamps, it the numbers matched should go to the Dealership because you've won. I went in one of the days of the promotion. There was a line of dozens of customers who, just like us, have "won". The advertisement said that if the key included in the promotion opened a lockbox or the "code/number" matched you have won. After a long wait we sat down with the sales person who asked us all sorts of questions about what type of car we wanted, what price were we willing to pay monthly and the trade-in value of the car I owned now. He didn't talk about the promotion, "the key" or the code at all. After he realized we were not purchasing anything he told us he was going to be right back, took our advertisement with the key and the code and came back with two scratch and win lottery tickets. I asked him "where is the key, I want to try to open the lockbox?" His answer was "it won't open it". My question was "How would you know, you didn't even let me try?" His answer was "It just won't". He didn't have at that point my key or code with him, he was ready to move on to the next victim and we had to leave. I completely understand that not everybody wins but, if they want to make this BELIEVABLE they need to let the customer try the key to see if it will open the lockbox or compare the code with the code of the day. I wasn't given that chance. In fact, he wouldn't even give me my key and code back after I asked. He never tried them either so, how was he so sure that my key wouldn't open anything and my code wouldn't match if it is not because this was a complete Bait and switch situation? This was a waste of my time, a waste of my energy and felt disrespected AND demoralized. This practice needs to stop.

Desired Settlement: If this is not Bait and switch, at least give me a chance to do what I went to do, try to win a truck or $25,000 cash by trying the key in the lockbox.

Business Response:

I’m sorry that you were not given the opportunity to try and turn the key to see if you were in fact the winner of this promotion.  The promotion is sent to 50,000 people with 1 person receiving the winning activation code.  This is an approved advertising method that goes through numerous audits and is also insured to assure that a prize is available if the random winner delivers the brochure with the correct activation code.  Part of the fun for the customers of this contest is that they can win a large sum of money or a vehicle, and that was taken from you.  I cannot say for certain why the salesperson didn’t allow you to try the key, however, I can apologize and say that the sales staff was inappropriately trained in this manner.  I would like to assure you however, that the pamphlet that you received, had it correctly stated the winning activation code, that you are the only individual that would be able to claim the prize.  There are numerous fail safes to ensure that the name listed on the mailing and the person claiming the prize are one in the same.  We at Russ Darrow like offering contests to our customers and hope that the individual brings in the winning mailing!  As a consolation prize you should have received a $2 bill and a lottery ticket.  I am also going to send you out a customer goodwill gesture for taking the time to bring this type of issue to my attention so that in the future, customers are given the opportunity to have “fun”! 

 

If you have any questions or concerns, please do not hesitate to contact me directly. 

 

****** ******* ********* *********, ###-###-####/direct

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I don't want anything from the company,  you can close the complaint.  I do however want them to understand that I know exactly how the contest work and that I know there is only one winner.  It wasn't about missing on the "fun" like you called it.  When my key and code was taken away and I was send off with a have a nice day it was not the fun I missed but the NEVER knowing if I won or not.  You might now who the winner is but I never tried the key or code so, for all I know, it could have been my key.


I went there and left wondering and I will always wondering.  What I got was a sale pitch and a "if you can't pay $400 a month or more then you can't afford an SUV, come back when you can".

 

My time with my kids and family is to precious to waste it that way.  By the way, I didn't get a 2 dollar bill like your answer stated.  I did get two "packers" scratch and win.  


Thanks.

******

Regards,

****** *********

 

 

9/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I traded in two (2) vehicles last year: 2005 Chrysler 300C, with approximately 45,000 miles, mint condition and a 2011 Rogue, with approximately 3,000 miles. I received credit for $11,000 for the Chrysler and $19,000 for the Rogue Nissan. I did not receive any incentives for the new 2012 Rogue. I was told I would get money back with this deal. Well, I was credited $400 and that went back to rust proofing with a minimum package deal. I was feeling sick, because I had been at the dealership for several hours. I told the sales person I needed to go home to eat, because I was diabetic, and I was told it would only be a few more minutes, which turned into hours. By this time, I felt light headed and just went with the deal. Now I was told I have used my last free oil change and was charged for a tire rotation. I feel since Russ Darrow basically took two (2) vehicles from me, the least they could do is offer me more free oil changes and free tire rotation. I am still bother by this deal, even a year later. I need to have someone try and make things right. I told the sales manger, ****, that I would go and sale the 300C across the street to Carmax and get the money and perhaps keep my 2011, and he convinced me that I would get a better deal with them, even though I told him Carmax offer me $11,000 and the would roll it over into my bank account. **** told me that I would be charged taxes and it would be best to let him make a better deal with me. One year later and I still cannot get over howt they took advantage of me. Can you help me to go back and get a solution to this problem? Still troubled, ****** **** ******

Desired Settlement: Would like for the ******** ******* to contact me to offer me an extended year's warrantee, cash back or perhaps a gas card that ***** thinks is reasonable. Thanks

Business Response:

I am sorry for the negative experience you had at the Russ Darrow Nissan dealership.  After reviewing your transaction, it appears that you were given fair market trade in value for each vehicle, $11k and $20k respectively.   **** was correct in telling you that you would receive a tax break on the new vehicle purchase if you trade in both vehicles.  The tax break along with the $1500 rebate you received ended in very little to no out of pocket expense for you.  The extended oil change plan was extended to you which you declined.  With all vehicle purchases, every customer receives 3 free oil changes.  It appears that you have used these three as of July 2013.  As a one-time customer good will courtesy, I can extend to you an additional three free oil changes, however, the other potential resolutions you wrote are not viable options for your complaint.

If you have any additional questions, please do not hesitate contact me directly at ###-###-####.  ****** ** ******* ********* *********

Business Response:

I am sorry that you continue to feel that you were taken advantage of in relation to your trade in and new vehicle purchase.  However, at the time of the transaction you agreed to the deal as set forth by signing the related contracts and by paying the $500 out of pocket that was due on delivery.  Once a contract is signed and you have taken delivery of the vehicle, we cannot alter the transaction at a later date.  If you look at your Motor Vehicle Purchase  Contract, it will indicate that you received rebates in relation to the new vehicle purchase.  The attachment to your response was the manufacturer sticker which will not indicate which rebates were available to you at the time of purchase as these amounts differ depending on the manufacturer advertising.

 

Again I am sorry that you are disappointed, but at this time Russ Darrow cannot offer you any type of extended resolution that you desired as a settlement.  As a goodwill gesture, I can offer to you one free oil change.  If you would like to take advantage of this, please contact me directly.

 

****** ******* ********* ********** *******************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

 

I feel as a good will gester, you can extend to me a gas card and an extended warranty.  This is the least you can do, because **** took advantage of my illness that day by telling me it would only be a little while longer and it took five hours.  I was willing to go across the street and sell the car to CarMax and **** convienced me that he would give me a better deal.  As a result, I ended up, basically, giving away two automobiles, because of **** promises.

Regards,

****** ******

 

 

8/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a mailing saying to come in and check the numbers on the mailing against the "prize board." When I stopped in on May 10th, the saleslady took the form from me and led me inside where she wondered the age of my current car. Being a Pontiac it's 20 years old, unlike any Kia you'll ever see. I inquired about simply seeing what my prize was (expecting the low end $5 Walmart card, but the possibility of $15K). She told me the form/questionaire had to be filled out first. No, the mailing says stop in and check the prize board. I took the mailing back from her and left, not wishing that the crooks cash in my numbers themselves on whatever it might have been good for.

Desired Settlement: Stop sending misleading mailings. Any future sales mailings I receive from this company will be immediately shredded. When I am in the market for a new car, I can guarantee that I will not be visiting any Russ Darrow dealership. I will additionally advise anyone asking my advice on where to shop, not to bother visiting Russ Darrow.

Business Response:

I am sorry that you had a negative experience with a potential prize advertisement at a Russ Darrow dealership.  There is a questionnaire that we ask customers to fill out, but in the event that particular customer, like yourself, chooses not to you should not be penalized.  I will be sending you a $10 Gift Card.  If you have any other concerns, please do not hesitate to contact me.

 

****** ******* ********* ********** *******************

Consumer Response:


On Mon, Aug 26, 2013 at 1:24 PM, **** ****** ******************** wrote:
Yes. I received another gift card a few weeks ago that worked better.
 

8/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: russ darrow showed me a clean car fax on this vehicle, i purchased this vehicle 4/11/11 with 39,000 miles on it, vehicle was mint! on 6/11/13, i took the vehicle to ****** for an estimate to sell it with now just 47,000 miles on it still mint, hardly driven. ****** notifys me this vehicle was in a major accident before you purchased it 12/23/08 and the frame is no good it was welded and modified and the car really isnt safe to drive. i have paid $22,989.41 to russ darrow for a vehicle that is now and always was worthless. definitely a fraudulant,bad business!

Desired Settlement: refund and what ive paid and take your vehicle back! or share the loss with me

Business Response:

I wanted to confirm receipt of the complaint that you have filed in relation to a disclosure issue concerning your 2006 Mercedes purchased from the Brown Deer location in Milwaukee, WI on or about April 11, 2011.  I requested your file from storage and will review the contents upon receipt and respond accordingly.

Do you have a copy of the Carfax that we gave to you at the time of the transaction in 2011?  If so, please forward to my attention: ****** ******, ********* *********, ###-###-####/direct.

8/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a vehicle from the Russ Darrow Group in Waukesha, WI. I am financing the vehicle from them, within 5 days of the purchase the 2006 Jeep Commander I purchased started to make noises involving the power steering system. I filled up the power steering fluid and within several hours the reservoir was empty. I called the business immediately to alert them of the problem. They informed me that they would take a look at the vehicle free of charge to find the issue. After bringing it in the next business day, they notified me that the power steering rack was leaking fluid and was not functioning properly. I asked them to fix it, but due to the vehicle issue not being covered by the power train warranty, they said they could not replace the part free of charge. After taking the vehicle home and examining the power steering rack, I noticed that on the passenger side, one of the boots connected to the power steering rack was secured by a zip tie. I immediately called back the dealership to ask them about inspection and service practices. The person I spoke to informed me that the Russ Darrow group service department would not secure this part with a zip tie and that they did not complete this action, he also said that it would have been like that before I bought the vehicle. I asked him if something like this would be noticeable during the inspection of the vehicle, and he replied, "yes, it would be visible." I then asked him if there were any notes made on the vehicle about this particular part being secured by a zip tie and he replied, "no". I then asked him, if the zip tie was noticeable during the inspection, wouldn't it raise any concern about the part, considering that the factory clamp still remained on the driver side of the vehicle? His reply was, "The vehicle was not leaking here on the lot, or when you test drove it." The repair for this problem with the vehicle is upwards of $1000.00 and I do not believe that I should have to pay for this type of problem less than a week after the purchase of the vehicle. During the negotiation process, I opted to purchase a warranty that would cover such issues with the vehicle, the ******* ******* replied, "I cannot offer you this warranty, because the vehicle is over 6 years old, you can only purchase the power train warranty." I am not sure if this is a correct practice, it seems as if they knew something was possibly wrong with the vehicle, before selling it to me. Since this is a part checked during the inspection and they obviously saw faulty materials on the vehicle , I believe they should be responsible for correction of the issue.

Desired Settlement: I would like the Russ Darrow group to properly fix the vehicle's power steering issues at no cost to me. I would also like them to reimburse me for the purchase of power steering fluid.

Business Response:

I’m sorry that you had a mechanical issue immediately following delivery of the vehicle.  It is my understanding that the matter has been taken care of by our internal complaint department at the corporate office.  You delivered to Russ Darrow a copy of all outstanding bills associated with the power steering leak and these were promptly paid directly to you.

If you have any questions or concerns, please do not hesitate to contact me directly at ###-###-####.  ****** ******* ********* *********

8/16/2013 Problems with Product/Service | Complaint Details Unavailable
8/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 2 Issues - 1. Bait and Switch - On Monday 7-15-13 my wife, infant daughter and myself took the time to look at a specific vehicle as listed on russdarrow.com website. Upon arrival we were greeted by Mr. *** ******** and he would help us out. I had told him that we were interested in looking at Stock # D13101 which was a 2013 Dodge Grand Caravan. He then went into building and got the keys for the vehicle. As he was walking out with keys he set off panic alarm so we could easily locate vehicle. We then started walking to vehicle and he offered to pull it up for us so we left him to go get it. He then came back and told us that we can not buy that vehicle and we would have to find another one. He gave some excuse that it was a rental car and not for sale despite the fact that it is listed for sale in new vehicle inventory and on website. He then showed us another vehicle that was more than $1000 higher. We did test drive the newly selected vehicle and did have him work the numbers out for us to see what our monthly expenses would be. 2. Deceptive advertising promotion - As stated on russdarrow.com website they have listed "3 day / 2 night vacation getaway with test drive" I did ask Mr. ******** about this promotion when we were at his desk and he stated to me that we would have to fill out a form to get this. He stated that we did do a test drive so we have that coming to us but he didn't know where it would be for. After he got more info for the trade I again asked him about this offer and he again said that I needed to fill out form and he would get it from his manager. He then went outside to look at trade. He stated that everyone had now gone home and he couldn't get us any price information and that he would call us in morning. I again asked about this promotion and he stated now that they didn't have any forms to fill out. The next day he called us with the numbers. At first the numbers were about $2000 higher than what we had been quoted from another dealer. He offered to re-work the numbers and called back. The second set of numbers were better but at this time I had decided not to purchase at Russ Darrow. I again asked him about advertised offer he now he had told me that he would need to call corporate. I asked why and he just said that he needed to call corporate. I never heard back.

Desired Settlement: I expect the advertised offer of 3 day 2 night vacation getaway with test drive as I have fulfilled the required test drive. This was confirmed by their sales representative *** ********. In addition I would like to be reimbursed for my time and fuel that was wasted for their bait and switch advertising of vehicles resulting in us not being able to purchase a vehicle that they had advertised. This vehicle is STILL listed for sale on their website as of this complaint so I would also like them to remove this vehicle from website along with all other vehicles they have and claim are for sale so someone else doesn't waste their time.

Business Response:

I am sorry for the negative experience you had at the Russ Darrow Milwaukee Chrysler dealership.  As for your first complaint, the vehicle that you had inquired about was a Fleet vehicle that was dropped off by Chrysler directly to be allocated to a local business.  The disclosure stickers on this van specifically say “Fleet”, which means it is not for sale.  This is not something you would have known about, and the way it was disclosed to you by the salesperson was unprofessional.  The advertising of this vehicle on the russdarrow.comwebsite has ceased.  As for the second portion of your complaint, I will be sending you the 3 day / 2 night vacation getaway that was issued to any customer who test drove a vehicle.  These “getaways” are provided to the customer directly from our corporate office, after a customer fills out the necessary forms which then the dealership would submit to the corporate department that handles these.  Again, this was not handled appropriately by the salesperson.

 

As such, you will be receiving the getaway along with a customer good will gesture for your time and energy spent.  If there is any additional questions, please contact me directly at ###-###-####.  ****** ******* ********* *********

Consumer Response:

[A default let

ter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me provided that this is received within 7 days.

Regards,

 

***** ******

 

 

 

7/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were at the Russ Darrow Chrysler Dodge Jeep dealer at **** ** ********** ** in **** **** on Wednesday, June 12. We were in the process of making a deal where we would be trading in our 2 vehicles for 2 new vehicles. They quoted us a verbal deal and it sounded quite good. **** our salesman said they were drafting up the paperwork, but while that was going on if he could have our credit card to put down a $2000.00 down payment on it and also the titles to our two vehicles. My wife (*****) and I said no problem, assuming what they verbally stated was what they were drafting up in their paperwork. **** came back minutes later with our card and receipt for the $2000.00. Shortly after that **** came back with the paperwork and the conditions and rates on that paperwork was much different than what we were quoted just one half hour before. Then **** and his ***** ******* said they could play with the numbers to get them to work, and since the vehicles were going to be placed in my name they sent my wife ***** home, so she could relieve the babysitter who by this time was with our kids for nearly 3 hours. Anyways, they said it would only be a few minutes to get financing approved. The few minutes turned in to an hour and a half. It was now getting to be 8:30ish in the evening by this time. I was finally called in an office to sign paperwork. Again when I went in to look over the paperwork the prices had changed again and I was no longer interested in the deal. They said that they couldn't do any better. I then got up to leave and they said "wait, wait, let me see what I can do." They came up with a better price and the deal was a little more intriguing, but I said I wanted the night to think about it since it was getting late and I had to work the next day. Then *** ***** *******, (who for the life of me I cannot remember his name), was like, well let me see if I can do something a little different and came up with a better price, again I said, "I know this is a good deal, but I would still like to sleep on it." This happened 3 more times, I then said, " I just want to go home since it was well after 9PM by now and I had to get up for work the next morning. That's when *** ***** ******* said, "What's it going to take to get you to sign tonight." For me those are words that will stop any deal right in its tracks. I then said, "I'm done here, I want my titles back for the two vehicles that my wife and I own, and the key to my wife's car so I could go home." Then *** ***** ******* said, "You can comeback tomorrow to get your titles, since if you want your refund you will need to comeback and sign for it." He then tells me, "Well you'll have to come back tomorrow anyways to bring our van back that you'll be taking home tonight." I told him, "that I didn't want to take the van home tonight I just wanted to take my wife's car home in case something would happen." He then stated, "That they were insured and that it would be fine to do, since they do it all the time." This didn't sit well with me and after a few more minutes I finally convinced him that I wasn't leaving in their van, but in my own car. So he handed me my keys back for the car I own, but still wouldn't give me my titles or refund. So after I finally got out of there it was nearly 9:30PM. I wasn't very happy at all. Anyways the next morning, **** the salesman we were dealing with, called, and asked, "What can we do to get you into at least one of the vehicles?" My wife ***** stated that the only thing they could do was refund our $2000.00 and return the 2 vehicle titles to our house since it is almost 30 miles from our home to the dealership, and since they didn't want to give them back last night, that they could now bring them to us by 1PM or we would contact the **** **** ****** **********, since you are illegally with holding our titles from us. **** stated that he was sure that somebody would promptly refund our card and someone would be to our house with our titles very soon. This was around 10 am so they had 3 hours to return the items. 1 pm came and no sign of anything from Russ Darrow, no calls or anything. So my wife called the **** **** ****** **********, and got a hold of ******* ***** (not sure of the exact spelling) he said that we should call back to Russ Darrow and see if they were on their way or if they were delayed, and if we still got the run around to call him back and he would have a chat with them and get things squared away. My wife ***** called back to the dealership and talked to a different ***** *******. (his name was ***** or **** or something similar to that) He informed my wife that he wasn't aware that they were supposed to return the titles and knew nothing of the refund. He said, "that he didn't have the man power to have someone run the titles to our house, and anyways company policy states that for a refund you had to come back in person to get that. This made my wife and I furious that now one of us had to drive back there to get this stuff a nearly 60 mile round trip to get our titles and refund. So, after work on Thursday the 13th of June, I went back to the dealership to get these two things taken care of. Shortly after I arrived I talked to the ***** ******* (I think it was *****) he promptly gave me back my titles. He then asked me to explain what had happened since he was not there at the time. I explained that it was getting late and every time I had any paperwork in front of me the numbers were different and eventually I just wanted to leave for the night, and it almost felt like I was being held against my will, and that there was no way I would ever come back here to look at any vehicle ever again. He said he was sorry to hear about my poor experience and that we would go talk to ***** to promptly refund the $2000.00 on the card. ***** said, "That she couldn't do that there and that he needed to call someone else." He made a few phone calls and said the person that could do it had a family emergency and was gone so he couldn't get the refund right at that time. I said I would give them until Friday afternoon to get it refunded since he had me initial on their receipt so that he could refund it in the morning, first thing right away. Well it is now Sunday morning and our online credit card statement says they have received the transaction on their end, but we have yet to see the refund from them. Basically they charged us $2000.00 and now are refusing to refund.

Desired Settlement: We would like to have our $2000.00 refunded to our credit card. We thought about filing a fraud claim with our card company, but after reading a review off of the BBB website, is that this same company had a similar thing happen. After the fraud claim was submitted, the card company waived the fee to the consumer, and Russ Darrow didn't have to pay him back since the charge was waved. We would like them to refund our card the $2000.00 and that is all. Thanks.

Business Response:

After reviewing your complaint, it has come to my attention that your down payment of $2000 was refunded to your credit card on June 14, 2013 and depending on your bank, it may take up to 3 business days to show the credit.  If there is anything further that I can help with, please contact me directly.

 

****** ******* ********* ********** *******************

7/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Russ Darrow advertised in the Sunday, June 2, 2013 Milwauke Journal Sentinel a new 2013 Honda Civic LX for $3 per day, $0 down, $0 deposit and total due of $0. (tax, title, lecense and doc. fee extra). The next morning I called them to verify the terms of the lease agreement stated in the add which was confirmed - $0 down and total due of $0. I drove to the dealership to arrange the purchase of the car, only to find out that it really isn't $0 down - they had none of these cars - all cars had $3,000 - $4,0000 worth of various dealer options that you needed to pay at lease inception.

Desired Settlement: I would like them to honor the advertised price.

Business Response:

After reviewing your complaint, I reviewed the advertisement that you were looking at and have determined that this is an ongoing advertisement with a specific stock number and model number listed.  If the stock number listed in the advertisement has been sold then if there was another in stock vehicle with the same model number it would be sold for the advertised sale price.  The advertisement also states that it excludes dealer installed accessories, tax, title, license and dealer fees.  If there is anything further that I can help with, please contact me directly.

 

****** ******* ********* ********** *******************

7/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a 2012 Kia Sportage from your dealership at **** ********* **. , we should have walked out after the third time they asked to copy our drivers license, they never mentioned the ad that was in the paper ( which by the way , after I asked about it was told that it had ended. It'sin the paper again this week.) We we're told two different things about the extended warranty and lots of other bs. We told them we would comeback the following day to pick up the car ( we had a trade in and needed to get the title) they claimed they would have the car cleaned and ready to go, we got there at 6:00 pm and the car had not been touched, plus they supposedly couldn't find the other key, then when they said they would hurry up and clean it for us, we were told we would have to wait because we were third in line, again the car came back dirty. I have been lied to numerous times since then, and will have to go in today to get my 2nd key. I feel I should be reinbursed for all the trouble and rude treatment we have received. I feel I should be getting the 1,000.00 dollar gift card your advertising in the paper. I have been calling the corporate office daily and have gotten no where.

Desired Settlement: I would like an apology and a $1000.00 check or credit asap to make up for all of this hassle. I thought buying a new car was suppose to a good experience, not a nightmare.

Business Response:

After reviewing your complaint and speaking with the ***** ******** **** ********, he agreed to give you free of charge a 2nd Key and coordinating Key Fab, which you picked up on June 10, 2013.  It is also my understanding that your purchase did not qualify for the $1000 gas card as you received other promotional pricing on the vehicle and a higher trade value in lieu of the $1000.  Your Purchase Contract also stated that this contract includes all incentives and promotions.  As a customer goodwill gesture, we delivered to your home a $100 gas card on June 13, 2013.   If there is anything further that I can help with, please contact me directly.

 

****** ******* ********* ********** *******************

7/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: About two months ago I purchased a used van from Russ Darrow Kia of Madison, and I still do not have everything resolved. My experience on the date of purchase (4/20/2013) was rather undesirable, but became even worse with hindsight. When I agreed to purchase the vehicle, I requested two new tires since my front tires did not meet Russ Darrow’s tread requirements of 5/32 of an inch (but it barely made the State’s requirement of 3/32 of an inch.) My salesman retrieved a senior salesman which informed me that he could not afford to sell the vehicle at a loss, but he would see if they could “throw in” a 3-year maintenance plan for me. He quickly returned and told me the “good news” that he was able to “give me” the plan. Likewise, the senior salesman returned several more times, informing me of how fortunate I was that he was able to also “get me” other services. The whole time, I was never informed that the items he was “throwing in” or “giving to me” would cost me anything, let alone stack up to be about $9,000 EXTRA! Unfortunately I did not catch this until the next day because after waiting several hours, when I was able to meet with the person in charge of the paperwork, I was informed that we had to hurry because they closed in less than 20 minutes. When I began reading the paperwork, I was strongly encouraged to move on because we had a couple dozen papers to sign and that we should get going. After I left and noticed that I had been bamboozled, I waited for the next business day, and called after I got home from work. I was informed that they would call me back because they were busy. After about 20 minutes of waiting, I called back to make sure that they had my contact information. They informed me that they would call me back in about 30 more minutes. After I waited their proposed time, I drove to the dealership. I then was told to wait some more. About an hour later, someone finally sat down and talked with me. After our approximately 5-minute, one-sided conversation where I just sat listening how I would be stupid if I canceled these services, I stood my ground and insisted a refund on everything that was not the cost of my car. I was then instructed to go home and make an appointment because after all my waiting, the people needed to fulfill my request had gone home. The next day, I called minutes after Russ Darrow opened and made an appointment for 5:00pm. Upon arriving, I was told that they were very busy and that I had to wait (It appeared that ‘appointments’ were not official, by the expressions I received from the employees.) I then waited over an hour and a half before I begged my salesman to do something. About 15 minutes later, I was able to meet with a guy from finance and canceled about $7,000 of my $9,000 of my additional expenses, because the last $2,000 was a “Package A” that includes the ‘undercoat,’ and while the Package wasn’t completed it was supposedly started so I could not get a refund. However, they would call in a day or two to schedule the completion of “Package A.” After 7 weeks of waiting, I went into the dealership and asked for paperwork confirming what they have done with my vehicle. I was informed that they had no record of starting “Package A” on my vehicle. But upon my prodding further they insisted that a guy remembered my last name and said he started but just didn’t record anything, nor could he remember what he exactly did (I would have to bring in my van so they would ‘know what else had to be done.’) I once again asked for a refund (since I still haven’t received my paid for services 7 weeks after I paid for them.) They insisted that they could not. So, I made an appointment on July 5th to have it ‘completed,’ but I hope to somehow get a refund before then. Also, backing up a bit, the $7,000 that I did get back, they said it would take 3 weeks. After 3 weeks, I contacted headquarters (for that is who I was directed to contact), and I received no applicable response back (the only response I received was, “So Andrew, are you still in the market to buy a new vehicle?”) I even left a voice message on the Headquarter’s GM’s phone inquiring about my reimbursement, but received no response. At the 4-week mark, I once again sent out correspondence, but I received absolutely no responses back. (But about 3 days later, the reimbursement did appear on the loan.) Backing up further, when I agreed to purchase the vehicle, I also requested to go through my financial institution, ********, but he insisted that their bank, *** ****, was a “cheaper” insurance rate. … About one month after I purchased the vehicle I was able to successfully switch over to **** **** for a rate almost half of what Russ Darrow found (I went from the 5.19% they found to **** ****’s 2.84%.) And the only reason it took a month is because ******** said it would be in my interest to wait for the aforementioned additional $7,000 expenses to be reimbursed. Thanks, -******

Desired Settlement: So in summary, the whole reason I am writing you is to: A) See if I can get my $2,000 back on something that I paid for, and yet as of 7 weeks after payment there is no record of me receiving anything. (If worse-comes-to-worse, I will go through with my July 5th appointment and be out my money, but I would much rather not.) B) To hold Russ Darrow Kia of Madison responsible for their half-truths, misdirection, disrespect, and flat-out awful customer service. Even if nothing can be done for me, I just don’t want Russ Darrow to rip-off another customer. Thanks

Business Response:

After reviewing your complaint and speaking with you this morning, I will be issuing a full refund for the Pkg. A and sending this directly to your attention.  If there is anything further that I can help with, please contact me directly.

 

****** ******, ********* *********, ###-###-####*******

6/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 8, 2013 I purchased a used vehicle from the Greenfield location of Russ Darrow(Mazda Delership). I needed license plates as well for my vehicle, which I also purchased through this dealership, however, to date I have not received them. Several weeks ago when I called and asked **** **********,my sales person and asked him why I hadn't received my plates yet-he told me to talk to **** ******** in Finance to follow up with Corporate where I signed all the paperwork. When I talked to **** he told me to deal with **** that someone would need to follow up with Corporaate-no help from either of them, I was mad and hung up. I got the clear impression that I was bothering them as they already made the sale. I called one day again and was told that plates take about 7-10 days and was given the name of **** ********* who I was told is some type of manager, he gave me his e:mail address and I sent him an e:mail as he directed me to with details of the situation and he told me he would see that someone would follow up with Corporate and get back to me. That was almost two weeks ago and I haven’t heard anything – still no plates. I also went on the Russ Darrow Group website and clicked on the contact us button and was prompted to send an e-mail with my issue, which I did. I assumed someone would get back to me , yet I have not heard anything, other than an automatic reply that they received the message. I know the temporary paper plate the dealer gave me is good for 90 days, but I paid $154.50 for title and plate fees and still don't have anything . I did send an e:mail to the WI DMV to see if they could tell me if my paperwork was processed and if so where my plates were sent as they don't log receipts of paperwork. The DMV wenbsite says it could take up to two days for someone to get back to me. On another note, **** was more worried about closing a sale immediately than answering all my questions, and I get that is what sales people do. **** on the other hand is not in the least bit thorough in going through the paperwork and explaining things. He keeps flipping papers and saying sign here, sign here. He doesn’t let you know that GAP is an optional item, he just puts the paper in front of you and says sign here, this is something insurance companies want - never says GAP or offers any other explanation or points out that it is an additional charge to the price of the vehicle or the amount of that charge. He also fails to point out the interest rate on the loan, most likely cause I was shocked when I had a chance to slow it down and look over my documents. My opinion is that the staff did not take the best interest of its customer into consideration in handling this sale, as I later found out there were numerous lenders at a lower interest rate. While I may sound bitter, I know part of it may be my fault for not asking more questions and getting specific answers. This being the first vehicle purchased in my name, I was excited and being rushed through everything got me caught up in not paying as much attention and being as thorough as I should have. I just want to let you know that if the way these two guys operate is how Russ Darrow dealerships operate, I would warn anyone from dealing with your group. Nonetheless, I get the impression that customers that walk through the door of a Russ Darrow dealership are just a Dollar Sign they want to move in and out of the building as quick as possible rather than concerning themselves with making a lasting impression and building a relationship to foster repeat business

Desired Settlement: I just want my plates.

Business Response:

After reviewing your complaint, it has come to my attention that you have since received your license plates and the vehicle is titled in your name.  If there is anything further that I can help with, please contact me directly.

 

****** ******* ********* ********** *******************

6/24/2013 Problems with Product/Service | Complaint Details Unavailable

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Customer Reviews Summary

84 Customer Reviews on Russ Darrow Group, Inc.
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