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Wisconsin

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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 16 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 202 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

202 complaints closed with BBB in last 3 years | 81 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 78
Billing/Collection Issues 14
Delivery Issues 2
Guarantee/Warranty Issues 3
Problems with Product/Service 105
Total Closed Complaints 202

Customer Reviews Summary Read customer reviews

45 Customer Reviews on Russ Darrow Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 6
Neutral Experience 2
Negative Experience 37
Total Customer Reviews 45

Additional Information

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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

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 Ms. Nicole Pieper, Paralegal
Contact Information
Principal: Mr. Russ Darrow Jr., Owner/Chairman/CEO
Customer Contact: Ms. Nicole Pieper, Paralegal
Business Category

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

Alternate Business Names
Russ Darrow Appleton Kia Russ Darrow Chrysler, Jeep, Dodge, Ram Russ Darrow Greenfield Mazda Russ Darrow Honda Russ Darrow Isuzu Russ Darrow Kia Fon Du Lac Russ Darrow Madison Chrysler Jeep Dodge Russ Darrow Madison Kia Russ Darrow Milwaukee Chrysler, Jeep, Dodge Russ Darrow Milwaukee Kia 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 Protecting Your Auto Repair Investment

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 Avenue

    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

  • 1
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  • Billing or Collection
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  • Guarantee or Warranty

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Complaint Detail(s)

8/30/2014 Problems with Product/Service
8/30/2014 Advertising/Sales Issues
8/26/2014 Problems with Product/Service
8/25/2014 Problems with Product/Service
8/24/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service
8/20/2014 Billing/Collection Issues
8/19/2014 Problems with Product/Service
8/18/2014 Advertising/Sales Issues
8/18/2014 Problems with Product/Service
8/17/2014 Problems with Product/Service
8/16/2014 Advertising/Sales Issues
8/5/2014 Problems with Product/Service
8/1/2014 Advertising/Sales Issues
7/24/2014 Problems with Product/Service
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.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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 ###-###-####.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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 ###-###-####.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

 

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

 

****** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/22/2014 Advertising/Sales Issues
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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.  


***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2014 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.  ****** ******, ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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,

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

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.  ****** ******, ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

 

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

 

**** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.  ****** ******* ********* *********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Problems with Product/Service | Read Complaint Details
X

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.  ****** ******, ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Problems with Product/Service | Read Complaint Details
X

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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Problems with Product/Service | Read Complaint Details
X

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.  ****** ******* ********* *********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Advertising/Sales Issues | Read Complaint Details
X

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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Advertising/Sales Issues | Read Complaint Details
X

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.  ****** ******* ********* *********

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Problems with Product/Service | Read Complaint Details
X

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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2013 Advertising/Sales Issues | Complaint Details Unavailable
12/16/2013 Problems with Product/Service | Read Complaint Details
X

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.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Problems with Product/Service | Read Complaint Details
X

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,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/5/2013 Advertising/Sales Issues | Read Complaint Details
X

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,

 

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

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant acknowledged acceptance to BBB.

12/5/2013 Advertising/Sales Issues
11/19/2013 Problems with Product/Service | Complaint Details Unavailable
11/5/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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!

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have lived here for almost nine years and they continue to send Postal mailings to my residence in the name of the previous resident. I have emailed numerous times and they refuse to do anything to stop sending me the unwanted mailings. I don't know why they can't get mailing information updated.

Desired Settlement: I want them to finally stop mailing advertisements to the following name and address: ***** ****** Or ******* ******** **** * *** ** *** *** ********** ** **********

Business Response:

I am sorry that you continue to get unwanted mail/advertisements at your home.  I have given your information and our prior customer 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:  http://www.ftc.gov/bcp/edu/pubs/consumer/alerts/alt063.shtm,   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 received your response and I can understand your frustration, however, Russ Darrow cannot guarantee that mail will not be sent to your address for this previous resident or to you at the address.  You will no longer be receiving any direct mail pieces from Russ Darrow, but if we buy a list from a third party company and your name, address or previous tenant’s information appear on this, the mailing house who distributes these pieces will not know that you are on our do not mail/contact list.  This is where the Federal Trade Commission’s junk mail opt out comes in.  Again, I am sorry for any mail that you receive in the future.

 

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

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 don't think I can legally sign the previous resident up for the do not mail list. 

 

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.


 


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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 requested all my contract paperwork for my 2008 impala ltz that I purchased 2/18/12 because we found out that I purchased a extended warranty and the financial manger never purchased it... The $2000 for the warranty has been floating in limbo somewhere. I spoke with corporate paralegal ******* *. and at first they were only trying to give me 1300 back, but ive been fighting with them for the past months to go over my paperwork with me to see why there was clerical errors and if there was any more money or mistakes out there. Its been almost a month and nothing has been resolved.

Desired Settlement: I want a explanation on why I only have a copy of my contract I didnt sign and corporate has a different copy and my lender has a different contract. I want answers on how I purchased a warranty and it was never put through. I want a copy of everything corporate has of my original contracts including the SPP.

Business Response:

The complaint stemmed from a vehicle purchase by Ms. ***** at one of our Russ Darrow Group dealerships.  At the time she purchased the vehicle she also purchased a service contract for the mechanicals of the vehicle.  In processing the deal, unbeknownst to our deal processors, the warranty was not accepted by the lender and the contract was “short funded” by the bank.  We had the remaining funds that were “short funded” on Ms. *****s open receivables with Russ Darrow.  Once Ms. ***** brought the vehicle in for a service item, Russ Darrow called the warranty company to see if the repair would be covered under the service contract.  It was at that time that we were informed that there was not a service contract for this vehicle.  After finding this out, Russ Darrow put immediate coverage through under the same terms but extended the mileage an additional 10,000 miles at no additional charge to Ms. *****.  The service item that Ms. ***** brought the vehicle in for was not a covered part (on either contract), however, Russ Darrow fixed the issue at no charge to Ms. *****.  She later brought the vehicle back for the same issue and since Russ Darrow did the original service and that did not correct the problem, Russ Darrow sublet the repair to a local Chevrolet dealership.  Russ Darrow also picked up that entire bill as a good will gesture.  It was at that time that Ms. ***** started to express that she no longer wanted this vehicle and that we needed to get her out of it.  We explained that we could cancel the warranty on the vehicle and use the full refund as her down payment.  She was agreeable to this however, there was not a satisfactory vehicle on our lot or at another Russ Darrow dealership in her price range.  After this she started to become extremely agitated and hostile and would call the dealership, stop in or eventually call me and scream at the top of her lungs that we took advantage of her and we stole her money from the warranty and that we were obligated to get her out of this vehicle.  At this point, we were unable to work with her any longer and told her that she could either keep the service contract on her vehicle or we would cancel the warranty and send the refund to her lender as a principal payment thereby reducing her balance.  She elected to cancel the warranty and have the proceeds sent to her lender, which was sent on 5/24/13 in the amount of $2112.00.

 

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, ******* *****

When I made my complaint it was about the warranty, they have sent back $2112. That was the service contact price and the taxes. But I have been paying a high interest on something I never had for about a year now. Russ Darrow say they put another warrany on my car but they never given me any paperwork on exactly what that covered because my car was still messed up, even after they paid another dealership to fix the problem. The reason I became outraged was because they didn't want to give me my interest on a product I never had, but Russ Darrow had the money. I never received a apologies for what they did. All I got was the $2112 which didn't include my interest and I was told by Russ Darrow that I would have to take them to court for the rest and that they was done dealing with me. I think that was so wrong for them to treat me like that. So yes I'm rejecting the response, because it doesn't solve my whole complaint.

Business Response:

The warranty purchased with your vehicle was cancelled by a representative of Russ  Darrow erroneously, however, once this was found out by the Service advisor of the dealership where you took your vehicle for a repair issue, Russ Darrow placed a like warranty with additional coverage to replace the original warranty.  Your vehicle was always covered by a warranty, however, the warranty that you purchased did not cover the related issues that you were having.  The issues were outside of the warranty coverage, as such, Russ Darrow completed all repairs free of charge to you.  The interest that you paid on the warranty within the financing of your vehicle is warranted as you purchased a warranty.  If the warranty was not purchased by you and a dealership representative placed it in the financing, the interest associated with that warranty would be refunded.  However, this is not the case for your matter.  Russ Darrow will be closing the file on this matter.  If you would like to proceed in a civil manner, please you’re your legal representative contact me directly.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/21/2013 Problems with Product/Service | Read Complaint Details
X

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/21/2013 Advertising/Sales Issues | Read Complaint Details
X

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to Russ Darrow Kia with a flyer indicating that I had won their grand prize. I found out that this was a gimmick since no one ever addressed the contest when I asked about it. I also discussed potentially purchasing a vehicle and took it for a test drive. The sales men and "sales manager" strongly encouraged me to take the vehicle home with me for the evening since I was going to meet my fiancee that night for dinner, so I could show her the vehicle. We agreed that I could put a half tank or even a full tank of gas in and I would be compensated when I returned the following day. In the mean time, my fiancee had found a different car at a different dealer which she like better. So, I took the Russ Darrow vehicle back as promised the next day and explained that I was appreciative of their time but she liked a different vehicle better. I was then insulted by the sales team and then lied to. The sales team claimed they could do a favor me and had already contacted the dealer where we were going to purchase her vehicle from and have it ready for me to pick up at Russ Darrow in ******** the next evening. I contacted the dealer where we were actually purchasing the vehicle and they had never been contacted by Russ Darrow. After being very angry about being insulted and then lied to I contacted Russ Darrow Kia several times with these issues and to try to seek the gas reimbursement as I was promised. Everytime I contacted Russ Darrow Kia I was directed to a different individual (three sepearate people total) that claimed to be the sales manager. Each "sales manager" had a different excuse for not being able to hold up their agreement to reimburse me for gas and continued to try to pressure me into a sale rather than attempt to resolve the issue. This inconsistency shows me that there is not a policy or understanding issue, but an ethical issue with the sales team at Russ Darrow Kia.

Desired Settlement: I will continue to ask for the same two things I have been asking for. 1. An apology from the sales team for insulting me and lying to me. 2. Being compensated $67.80 for gas, which I put into Russ Darrow's vehicle which is currently sitting on their lot.

Business Response:

I am sorry that you had a negative experience at our Kia Dealership located in ********.  Russ Darrow does not customarily reimburse a customer for gas used during the extended test drive process.  If a dealership representative stated to you that you would be reimbursed, I would have no knowledge of this.  After speaking with the dealership staff that was involved with this transaction, there were different accounts of what happened.  As such, I will be reimbursing you for the gas used during the test drive.  Again, I am sorry for the inconsistency of my sales staff. 

 

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

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 would like to personally thank the individuals at Russ Darrow corporate for taking their value time to research this issue.  I have a lot of restored faith in the integrity of Russ Darrow company as a whole.  I would like to express my willingness to help should Russ Darrow corporate require any of my assistance in resolving internal issues at the ******** *** dealership.

Regards,

 

***** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/31/2013 Advertising/Sales Issues
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.
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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 ###-###-####.  ****** ******* ********* *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

 

***** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

 

****** ******, ********* *********, ###-###-####*******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm the co-signer of a 2008 Chrysler Town & Country for my daughter. the car was purchased on 7/3/2012, with a cash payment of $3000 made on 7/2/2012. the Motor Vehicle Purchase Contract on line 7 states: Total Cash and Rebates....3000.00. we also have form ****** that states :nothing promised or owed." 2 months after the purchase, I started to receive phone calls from various people at the dealership saying that $1000 was still owed. each time i requested that they mail me something that shows this. i just received on 1/29/2012, a letter from the Business Manager with a copy of the Motor Vehicle Purchase Contract with the amount of $3000 from line 7 highlighted. there was also included a computer generated receipt for cash of $2000, also highlighted, with no signatures of any kind. No receipt was ever given the day cash was given to them, and none of the paperwork we submitted (wage statements, proof of residency, etc) was ever returned to us. their person, ***, who secured the loan thru the financial institution, also promised a dvd player along with a 3 year warranty. when we signed the papers their person told us that there is not such thing as a 3 year warranty. the dealership was closed on the 4th of July so when my daughter called on the 5th to request the dvd player information, she was told that the sale was final and without anything in writing,, there wouldn't be a dvd player.

Desired Settlement: i want them to stop harassing us for money they say is owed since the Contract says $3000 paid & there is nothing in writing about owing any more money. I also want the 2 year warranty honored for applicable oil changes, repairs, etc as my daughter is afraid to take the vehicle in for such services - she fears they won't let her have the auto back; or at least make arrangements as to a different location she can take the vehicle to for the warranty coverage (oil changes, etc).

Business Response:

I am sorry that you are experiencing issues surrounding your vehicle purchase on July 3, 2012. The first issue in your complaint deals with the amount of the down payment received by the dealership. Attached please find a computer generated receipt from July 2, 2012 at 18:19 for a total received amount of $2,000 which is notated as being in cash. You state that you never received any receipt when you paid the $3,000 down payment. It is the customer’s responsibility when handing cash over to make sure that the amount given is what is notated on the receipt. Due this not being done by you, I am showing that we collected only $2,000 and not $3,000. The purchase contract that you state shows the $3,000 down payment is not final. That portion of the contract is what is supposed to be paid by the customer and not what is actually collected. The receipts on the file should add up to that section of the contract. This is why there is an open collection for $1,000 with *** ********** ******* an this will not be rescinded until the money is paid in full.

As for the verification needed to fund the loan with the lender, wage statements, proof or residency, those documents must be kept by the dealership as part of your purchase. Due to auditing purposes, we cannot return these items.

The warranties purchased with the vehicle were a 2 year or 24,000 mile powertrain service contract and a 2 year 30,000 mile maintenance contract. If the warranties should have been for three years, this should have been caught by the customer as there were 3 places within the contracts that stated the terms of the warranty. By fully reading and understanding the contracts, these issues could have and should have been addressed at the time of purchase, not 6 months later. These warranties can be cancelled by you at any time and were not required to finance the purchase of the vehicle. As for your daughter being scared to take her vehicle to the shop to get serviced, please don't be. The vehicle is yours and has nothing to do with Russ Darrow after the contract is signed and delivery taken by the customer. If your daughter does not feel comfortable going to the purchasing dealership for repairs or maintenance, she can take the vehicle to any Russ Darrow dealership.

Lastly, the DVD player that you speak of is a bit confusing. Russ Darrow has never ran a promotion involving a DVD player. The WE OWE, form number ******, is where any promotional items would be listed. And it specifically states that Nothing promised or owed and Includes All Promotions.

Please contact me directly if you have any questions.

******* ******* ********* *********, ###-###-####

 

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,

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

regarding the warranty contract:  when signing the papers we mentioned to the gentleman that we were told it would be a 3 yr warranty & was then told that there's no 3 yr warranties offered. 

the promised dvd player was thru the "banker" on premises.  it was not a written agreement but i feel that if you have people working for your company, what they say should also be honored - the salesman *** was also aware of this issue.

after speaking with "********," who said she was in charge of issues such as my daughter & i have with the vehicle purchase, we were told that a lien would be put on the title & not a collection agency.  am i to assume no lien on the title now?

 

 

Business Response:

I am responding to your follow up questions based on my response.  I do not know what 3 year warranty you are speaking of.  There are so many different types of warranties offered, without specifics, I cannot speak with any accuracy.  The warranties that were purchased with the vehicle are shown within the contracts you received at the time of purchase.  These warranties can be cancelled, extended, repurchased at any time.

 

With respect to the DVD player, we do not have or have ever offered this promotion.  As a goodwill gesture, I can offer you 4 movie tickets to any Marcus Theater.  If this is something you would like to receive in lieu of the DVD player, please let me know.

 

And as for the lien on the title, yes there is a lien on the title as long as you still have an active loan on the vehicle.  The collection action is separate from the financing of the vehicle.  The collection action is based on the missing down payment amount of $1000.  Please call me immediately to set up a payment arrangement on this.

 

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Problems with Product/Service | Complaint Details Unavailable
6/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On August 28, 2012 I went to Russ Darrow Kia to have my Kia Sedona's oil changed. While I was waiting I decided to look at some cars because the gas mileage on my van was poor. I told the sales representative that I was interested in possibly buying or leasing a car that had better gas mileage than the one I had. I was shown a silver 2013 silver Kia Optima and was told that the gas mileage was much better than the Kia Sedona. I talked to them about leasing the silver car. The person told me that I could lease it for $402/month. I was concerned about the amount because it was twice as much as my payment for the Sedona. I expressed my worries to him and was told that the money I would save for the gasoline would more than make up for the difference in the payment. He went on to say that I would save hundreds of dollars in gasoline because the Optima has excellent gas mileage. I decided to lease the silver Kia Optima based on the information he gave me. A few days later I was told to bring back the silver car because the man who drew up the papers for the lease thought I would want the red one. I specifically told the man I was working with that I did not want a red car. However, the man who drew up the papers thought I would like a red car. The silver car only had 5 miles on the odometer and the red one had 350 miles. I told the finance man that I was concerned about the difference in the miles because I was leasing the car and he said, "Oh, that isn't much of a difference in miles". I also stated that I wasn't happy that the dealership assumed I wanted the red one when I test drove the silver one and told them specifically that I did not want the red car. Of course, I had signed the lease and didn't notice the color was the wrong one so I had to take that car. Apart from that issue, the main thing that I am very upset about is the fact that the Kia Optima is not getting anywhere near the gas mileage that they promised I would get. I tested the mileage several times and it came up 15 miles per gallon. This is far below the estimated 27 miles per gallon that was printed on the paper taped to the window of the car. I realize now that the mileage is an estimate based on tests performed while going 21 mph in town and 48 mph on the highway. However, at the time of the sale all I heard from the salesmen was that I would save so much money because I would be getting 27 mpg in the city and 35 mpg on the highway. None of the men helping me ever stated that there was a "break in" time before the vehicle got better mileage and they also never once said that the stated mpg was far off from what I would be getting. My car has almost 6,000 miles on the odometer and I am still getting terrible gas mileage. Quite frankly I would never have opted to lease a car that was twice the amount I was paying before just so I could get the same terrible gas mileage that I had with the Sedona. I have called and complained several times to the dealership and the corporate office and I get the run around. On a side note, my daughter bought a new Mazda 3 with under 100 miles about three months ago, and her gas mileage is exactly what was stated in the advertisement. I am very unhappy that I was lied to about the gas mileage because I am having trouble coming up with the money for the payment and for gasoline. The whole sale was based on my need to have a car that wouldn't cost a lot to drive. I cannot state enough that I never would have leased the Optima if I had known that was not the case. I feel as if I was taken advantage of and I will never do business with Kia again. The next time I purchase a vehicle it will be a Mazda because their cars actually have great gas mileage and they do not lie to their customers.

Desired Settlement: What I would like is to terminate the lease agreement so that I can lease a car from a different dealership that actually has vehicles for sale that have good gas mileage; however, I doubt they will let me. At the very minimum I want consumers to be aware of Kia's sales tactics so that they do not end up buying or leasing a car under the false pretenses.

Business Response:

I am sorry that you are not receiving the gas mileage you were told you would with your new leased vehicle.  The MPG ratings are put out by Kia Motor directly.  The salespeople are trained to state the MPG rating as set forth by the manufacturer.  The MPG rating is also affected by how the vehicle is driven.  Russ Darrow has no way to know how an individual will drive the vehicle after purchase.   If you take the Kia Sedona vs. the Kia Optima, the Optima is a full size vehicle vs. a minivan.  The full size vehicle should get a better gas mileage rating over the minivan, however, as stated previously, it is completely dependent on  how the vehicle is driven. 

 

I would suggest writing the Kia Motors Consumer Affairs department to complain about the mileage ratings between their two vehicles and what is stated on their MPG rating stickers put on vehicles through the manufacturing process. 

 

Nicole Pieper, Corporate Paralegal, ###-###-####/direct

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been receiving letters from this dealership to trade in my car because I was actually smart enough to place a large down payment on the vehicle at the time of purchase so of course its worth more than I owe... For two years I have recevied letter after letter, I started by tossing them away, then I mailed them back, then I proceeded to call the dealership and speak with several people asking to be taken off their list... I even spoke with the ** and I still get these letters... I told them that this is harrasment and I want it to stop... Now they leave voicemails on my phone and I am really upset and want something to be done here.

Desired Settlement: I want them to be noted as a company that harrases consumers and someone please put an end to this, I have rights as a consumer and should NOT have to be harrased by them.

Business Response:

I am sorry that you have endured unwanted solicitation from our company and by third party representatives acting on Russ Darrow's behalf.  I believe I have resolved the situation.  If you are to receive any additional correspondence or unwanted phone calls, please contact me directly at ###-###-####.  Again sorry for any inconvenience this may have caused 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.

I just received yet another letter at my home earlier this week! I can send it to you if you want but I am absolutely sick of this and will be contacting a lawyer if I receive a letter or phone call from this company ever again.  This is unwarranted STALKING!  You should be fined!

Regards,

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

 

 

Business Response:

Again, I am sorry that you received additional advertisements in the mail during the the time period of responding to your initial complaint.  Again, like I stated earlier, I believe I have resolved the situation and ask that you contact me directly if you receive any further communications.

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

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

###-###-####/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 for the time being.

Next communication I received I will be going straight to a lawyer and you will be hearing from Him or Her and not me directly.

Regards,

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

 

 

 

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.

How is that an acceptable response? So as a company they can't make a promise to not harass or stalk someone? To me that really does not make any logical sense and I have a Masters Degree in ******** **** ** ********** **********...  This is just an excuse to be not be held responsible for their lack of a proper marketing and advertising system.  It should be as simple as take me off the list and don't ever contact me again, no matter what, no excuses, if your systems are not capable of doing that, then invest some money into the functionality to make this happen as I am sure I am not the only person this happens to!

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a 2006 Chrysler Sebring-V6 on January 01, 2013 from Russ Darrow Group. January 21, 2013 took car back to the dealership due to humming noise. I was informed it was my hub bearing and it would cost me $700.00 to fix the car. I complained about the cost,I just wrote a check for $1000.00($500.00 on 01/11/13 and $500.00 on 01/30/2013). I was offer to pay half of $700.00. January 30, 2013 took car back to dealership because Engine Light was on. I was informed need sensor low voltage need replacement. The manager **** wave diagnostic test fee and offer to pay for the part $54.00 but I would have to pay for labor $48.00. I asked **** * the service person about waving the cost for the hub bearing. He said he will talk to ****. The answer was no(second time). I did stop payment on the January 30, 2013 check for $500.00. I want this company to fix my car. They sold me a Lemon. P.S. I called **** ********(***** *******) at Russ Darrow regarding Hub bearing on January 21, 2013(later on that day). His offer was for me to pay half of $700.00.

Desired Settlement: I would love to give the lemon back(car).I would like for this company to fix my car(at no cost to me).

Business Response:

from:  ****** ****** ******************************
to:  *******************************
date:  Tue, May 14, 2013 at 2:58 PM
subject:  RE: Response to Complaint ID ******* ****** ******

Please use the following as the response to the above-referenced complaint:

 

After reviewing your complaint with the Service Manager and the General Manager of the dealership, I feel that what we have offered is appropriate and we will still stand by the offer.  You purchased a used as-is vehicle with no warranties or representations of a warranty.  You declined to purchase an extended warranty on the vehicle that would have assisted you with the repairs that you were having with the vehicle.  As for the check that you wrote for $1000 (divided into 2 payments) was the down payment on the contract.  The $500 is still owed as part of your contract and will be sent to a collection agency for reimbursement under the triple damage award.

 

Your desired settlement is to give back this “lemon” or for Russ Darrow to fix the vehicle at no charge.  The lemon law only applies to brand new vehicles which have not been previously titled.  This does not fall under the “lemon law” parameters.  And as stated above, we will continue to offer the discount previously stated in your complaint if you would like Russ Darrow to fix the stated issues. 

 

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

 

 

Thanks!!

 

 

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

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

Russ Darrow Group, Inc.

Russ Darrow Leasing Co., Inc.

W133 N8569 Executive Parkway

P.O. Box 871

Menomonee Falls, WI  53051

Direct Line:  ###-###-####

Toll Free:     ###-###-####, x###

Fax:            ###-###-####

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I (******* ********) walked into Russ Darrow Waukesha, INC Friday evening April 12, 2013 looking to purchase the 2014 Kia Sorento LX with all options installed. Russ Darrow Waukesha, INC revealed to me that I was the second customer all day long, and they wanted to get a sale in the books with the store manager gone. I also was informed by Russ Darrow Waukesha, INC that they were willing to provide me substantial discounts to accomplish this. I demanded the only way for me to put $1000.00 down and purchase a vehicle today was to have a contract that states $430 a month payments. Russ Darrow Waukesha, INC sales representative **** **** negotiated the contract with me, and assured that my payments would not exceed $430. I was also told that they didn't have the vehicle in stock there, but they were able to order it, and assured that by April 17, 2013 the vehicle would be in my possession. I signed the Motor Vehicle Purchase Contract on 4/12/13 @ 8:34P.M. As well did an authorized Russ Darrow Waukesha, INC sales representative. I was given the yellow form of the Motor Vehicle Purchase Contract, and proceeded home to wait for a call to pick up my new vehicle. I received a call on April 16, 2013 to come and pick up a 2014 Kia Sorento with the VIN *****************. When I went to pick up the vehicle, I was told that they couldn't get the monthly payments to the amount of $430 which is stated in the Motor Vehicle Purchase Contract I signed, but instead raised the payments to over $600. I felt deceived and mislead from that point, and asked for my down payment of $1000 back. The Russ Darrow Waukesha, INC sales representative told me no, and began to perform unauthorized changes to the Motor Vehicle Purchase Contract. I observed him write numbers on the (White Form) Motor Vehicle Purchase Contract that I already signed on 4/12/13 @ 8:34P.M. I didn't sign the modified Motor Vehicle Purchase Contract, and I have a copy of the original that was signed by me on 4/12/13 @ 8:34P.M.

Desired Settlement: My down payment of $1000.00 refunded to me.

Business Response:

 

from:  ****** ****** ******************************
to:  ******* ************ *********************************
date:  Tue, May 14, 2013 at 2:17 PM
subject:  Response to Complaint ID: ******** ******* ********

 

Please use the following as the response to the above-referenced complaint:

 

I am sorry for the delay in returning your down payment on the vehicle in which you had the Russ Darrow Group locate on your behalf.  It is my understanding that you were refunded on May 8, 2013 directly back to your credit card that was used at the time the down payment was made.  If there is anything further I can assist you with, please let me know.

 

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

 

 

Thank you!

 

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

Corporate Paralegal

Russ Darrow Group, Inc.

Russ Darrow Leasing Co., Inc.

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

P.O. Box 871

Menomonee Falls, WI  53051

Direct Line:  ###-###-####

Toll Free:     ###-###-####, x***

Fax:            ###-###-####

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 given any kind of refund on my down payment, or contacted about getting my down payment refunded back to me.

Regards,

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

 

 

Business Response:

 

from:  ****** ****** ******************************
to:  *******************************
date:  Wed, May 15, 2013 at 12:46 PM
subject:  FW: Response to Complaint ID: ******** ******* ********

 

Please use the following as the response to the customer rejection to the above-referenced complaint:

 

I was misinformed and you correct in stating that Russ Darrow did not refund your $1000 down payment under the conditions I sent as a response earlier.  The deposit was put on a credit card and you disputed the transaction with the credit card company and the $1000 was deducted by our bank and reimbursed by the credit card company directly to you.  Russ Darrow reversed the down payment as received to refunded on May 8th due to your credit card company’s reversal of the charge originally placed.

 

****** ******, Corporate Paralegal, ###-###-####/direct

 

 

Thanks!

 

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

Corporate Paralegal

Russ Darrow Group, Inc.

Russ Darrow Leasing Co., Inc.

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

**** *** ***

********* *****, **  *****

Direct Line:  ###-###-####

Toll Free:     ###-###-####, x***

Fax:            ###-###-####

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,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My son used my car as a trade-in on a vehicle he bought from them. The plates were not removed by Russ Darrow before the car was sold to an auction in **. Hence the plates were taken off the car and the the person drivng their car with my plates on it got into an accident. It has ended in ME getting a judgement put against me with the insurance company claiming I am owner of the vehicle. I am not. Im questioning WHY they didnt take the plates off of the vehicle before it was transported to **. ??

Desired Settlement: I want them to contact the correct people and get my name off of the judgement.

Business Response: Please provide additional information as to the name of the person who the transaction was conducted by, the dealership where the transaction took place, the type of vehicle and/or VIN number and a date when the vehicle was traded in.  Once I receive the information, I  can research where the vehicle went and who it was sold to and provide you with the information in order for you to get a transfer of liability from the judgment if that is the case.  ****** ******* ********* *********, ###-###-####.

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 can provide info such as Dealership where transaction took place, type and VIN number of vehicle and Date transaction took place_____BUT_____I want Russ Darrow to do the paperwork on getting ME a transfer of liability from the judgement, and that IS the case, the judgement is there. I was told by one atty here in WI that I would have to hire an atty from IL, which is where the vehicle was transported to. I do noit have money for an atty. In my opinion, if the transfer of the vehicle to the auction in IL was handled properly, the plates never would have been left on the vehicle. Please help me, I am losing sleep over this and getting ill. I have no means of taking off work and going to IL to take care of this matter, would not even know where to begin.

*****

 

 

Business Response:

Thank you for providing the information so that I can start to figure out what happened here. I will state however, that the license plates are the customers personal property and Russ Darrow does not have a legal duty to take the plates off of the vehicle prior to transport to the auction. Once at the auction it is sold and the buying party or dealer picks up the vehicle in the condition it was dropped off at the auction. If the vehicle was involved in an accident in Illinois, it would be the customers responsibility to contact the selling dealer and find out who they sold the vehicle to so that the judgment could be transferred from you to the new buyer.

With the information you have provided me, I will be able to provide you with all the documentation that you need in order to effectuate the transfer of the judgment. However, as we are not a party to the action, I will not be able to assist you any further.

****** ******* ********* *********, ###-###-####

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 car that was in the accident was NOT the ***** *****, the plates were from the ***** *****...I was not the owner of the vehicle!!!!!!!! Who do I contact now? ******* *?

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern,We purchased a vehicle on 09-19-2012 and have been trying to get a few issues resolved with the dealer list below. There are two basic issues, which we have been dealing with over the last 4 months. The first has to do with the salesman selling us a used vehicle for more than a new vehicle would have cost. The second has to do with them over charging us the tax and filing with the state the incorrect tax information.Dealer Info:Russ Darrow KIA of Fond Du Lac416 N. Rolling Meadows DriveFond du Lac, Wi 54937Phone: ###-###-####Sales Person: **** * ******Sales Person #: ********When my wife and I came into the dealers lot the sales people were on us like flys on honey. They never gave us a chance; before we knew it we were purchasing a 2011 KIA Soul with ****** mile on it for $21,995. They never showed us the sticker price and forced us to take the service agreement for an additional charge of $1,965. After the purchase we found out that we have been had. We were informed that we could have purchased a new KIA Soul for the same amount or even less. Looking around we found other used KIA Soul with fewer miles on selling for $13,000 to $17,000. I believe because of our age they took advantage of us. We went back to the dealer to confront them about the injustice and basically we were told to leave, that nothing could be done. Now we are stuck with an 8 year loan and a vehicle that most likely wont even last that long. It is sad that in todays society we can no longer trust people to be honest with you. This is truly a sad day in my life.We did go to the DOT and showed them the tax error calculation and were told there was nothing they could do, so once again we went back to the dealer. The dealer did agree that the tax was calculated incorrectly and gave us a $500 gift card. Here again if we would have never looked into this it would never been caught.We need help in getting some of our money back or even take the vehicle back. I truly believe Russ Darrow took advantage of us, because of our age. They knew we did not have access to the internet and intentionally steered us towards this vehicle. They concealed the price and pressured us into buying this vehicle along with the service agreement. I am not only upset, but also embarrassed by being taken advanced of. I dont know what more I can do, and hope someone will be able to help us.Sincerely,******* and ******** *****

Desired Settlement: We would like to return the car and pay for the mileage used, or have the purhchase agreement redone to reflect a resonable price for a used KIA Suol, which should be around $13,000 to $17,000 and not $21,9999.

Business Response:

After reviewing your current complaint and re-reviewing your complaint with the Department of Transportation as well as the complaint generated by an attorney, Russ Darrow stands behind the DOT's decision stating that Russ Darrow did not violate any laws in relation to this matter. This complaint amounts to buyers remorse. As a goodwill gesture, we offered and sent to you a $500 check. There is no sales tax violation as you state in your complaint. Also as for the service contract (warranty) purchased at the time of sale, this can be cancelled at any time. You specifically requested to keep the service contract in lieu of cancelling. If you have changed your mind, please let me know so that I can start the cancellation process. The refund for this warranty would be sent directly to your lender servicing this loan to reduce the ultimate payoff on the vehicle.

I'm sorry that you feel that you were taken advantage of by our dealership staff. We do not and cannot discriminate against any person who wishes to buy a vehicle at any dealership. It is the customers responsibility to understand and know what they are signing or have a representative there to help them through the process if they feel they may be in over their heads. The contract as it was written on 9/19/12 stands as a legally binding contract which cannot be changed. Russ Darrow initiated a good will gesture, which you accepted. We cannot do anything further on this matter.

If you would like to speak with me directly, please contact me 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.

 

We appreciate Russ Darrow’s response, but still take issue with it.  Russ Darrow is basically admitting that a person should not even come into their establishment without having proper representation. 

“It is the customer’s responsibility to understand and know what they are signing or have a representative there to help them through the process.”

What does that mean?  Does that mean buyer beware?  In other words, they will take advantage of an individual if they come in and really don’t quite understand.  This is basically what we are saying is that you took advantage of us because our age and did not quite understand how pushy and misleading your staff could be.  Also, Russ Darrow is admitting to having no responsibility toward make sure the customer understands what they are signing.  We understand that we are in our late 70’s, but never thought that we would have to bring along a lawyer and an accountant to buy a car.

 As far as we were told, the $500 check was for the tax issue and our time and energy to check into that issue.  It was never told to us that the $500 was a “good will gesture”.  Once again, we don’t know what to believe.  If it was explain to us as a good will gesture, we would never have accepted the money.  We will return the money if that is what Russ Darrow required.

The confusion continues.  We believe Russ Darrow is still taking advantage of us because of our age, and we do not want to talk to them directly.  We feel that if we talk to them they will once again take advantage of us and twist our words.  We would like to still request help to try to get some money back or return the car.  Please help.  We are tired of being taken advantage of and this issue is causing us to lose sleep at night.  We don’t want our health to be impacted by this issue anymore.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/1/2013 Problems with Product/Service | Complaint Details Unavailable
4/21/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought my **** ***** ***** in November of 2012. When I was signing the papers I felt pressured to buy the extended warranty. Two weeks later I went back to cancel it and I signed papers to cancel it. The guy **** ****** was very rude and upset. He told me I screwed him over. I was shocked when he said that to me. I bit my lip and just signed the papers to cancel the warranty. I sent him the key passes for the extended warranties. He told me they will send a refund check to ***** ********* ********. I've been waiting for that refund to show on my account. It hasn't. I've been calling him for months now, leaving him voice messages and he never returns my calls. I even called him manager and left a voicemail about having him to call me back. I'm very upset because it shows on my credit report on how much money I still owe on the car and I know it isn't correct. So now it's almost April and I'm still waiting for his calls... 5 months...

Desired Settlement: I would like them to back date the interest from november and refund my warranty that I cancelled 5 months ago. Also a call to ###-###-####.

Business Response:

I am sorry that the cancellation of the warranties was not done in a timely manner.  I have worked directly with the warranty company today to get these cancelled effective immediately and they will be back dated to the purchase date.  The amount of refund for the service contracts total $2,262.80 and this amount will be sent directly to your lender.  As for the interest accrual on the loan from the increase in service contracts, I will be sending in an additional $68.88.  This additional amount is based on the amount financed and the interest accrual from the start date of the loan.  The per diem based on the amount financed comes to $.42.  I have calculated 164 days from the start date of the contract to the date ***** ********* will receive the warranty cancellation proceeds. 

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a white ***** * I took into Russ Darrow that had the wrong engine installed by a mechanic in *********. (California Engine in a Federal Car) Russ Darrow Mazda claimed they could replace the cam shafts and timing and get the car running. They did the repairs but took a day or two trying to start the engine and finally got it running. I drove it maybe 50 miles and both my catalytic converters blew out. When I took it to a mechanic they said that Russ Darrow probably blew out the converters while they were trying to get the car running.

Desired Settlement: I would like the full refund of 1,700.00 as I needed to replace the converters.

Business Response:

This customer had his car towed here after an independent garage replaced  his engine and couldn’t get it running. We took on the task and found it to be the incorrect engine and had to change out a lot of items to get it running.  Once we did, everything was fine and customer picked up the car. A few days later he called and mentioned it lost power and left it with an independent where it broke down.  They diagnosed it as plugged catalytic converters. This would make sense because a plugged converter ( in the exhaust stream) would have the loss of power symptom.

 

A converter can be plugged several ways. Poor running condition ( which can be from several causes), incorrect fuel, oil burning into cylinders from a bad engine.  Our service manager feel the converters where already failing prior to the car getting here.  The service manager told you and your father this, and claimed no responsibility because we fixed someone else’s issues.

 

****** ******, ********* ********* ###-###-####

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: will not replace frame on my **** ****** ******. frame rust recall by ******.

Desired Settlement: a new frame or a buy out.

Business Response:

I am sorry that we are not able to service your vehicle in relation to the frame recall through ******, however, ****** ended the recall as of December 31, 2012 and is not warrantying any work or issuing buy outs any longer. ****** has stated that the recall was open for a long period of time and adequate notices were sent to all vehicle owners. As a shop that provides warranty and recall work through ******, we are prohibited to act outside of ******'s guidelines. If you would like to take this matter further, it would be through ****** Consumer Affairs Department. Again I am sorry that we could not be of service to you. ****** ******, ********* *********, ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2013 Problems with Product/Service | Complaint Details Unavailable
3/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am highly upset with the Nissan Russ Darrow dealership on ***** ****. I went into the dealership to get a refinance on my vehicles. I didn't qualify for them. Since I didn't qualify for that, I had traded both of my vehicles in. While in the sales process I told my sales person that I didn't have any money to put down. **** told me that I can use my money from my previous vehicles service agreements as a down payment. I asked **** if I didn't get all of the money that he estimated that I should get what am I going to do? He just walked off and said we will deal with it when it comes to that point. I wrote a check for 3,000 dollars with a 30 day hold. The reason why the check was written for that amount is because **** said I will get more than that. I called to the dealership to talk to **** and notified him that I only got 1,300 dollars from the agreement off of one vehicle. He told me to come in. I came in and guess what, he wasn't there because it was his day off. I kept telling them not to cash that check and I also told ***** in finance not to cash the check because I don't have the available funds. Then I came in the following day and **** act as if he didn't even want to be bothered with me and I asked him so what are you going to do about this. He shrugged his shoulders and walked off. He basically left me there looking stupid. I waited around and the salesperson got ***** in finance for me and we renegotiated the check process. I wrote a check for 1,300 dollars and I had written another check out for 1,700 dollars with a 30 day hold. ***** told me that he had to contact the Russ Darrow Corporate office so that the 3,000 dollar check didn't get cashed. I checked my bank account and the check for 3,000 dollars plus the check for 1,300 dollars was cashed and an overdraft fee of 37.00 dollars. I haven't had money in my account since those checks were cashed on February 22, 2013. I called to the dealership to notify them that both checks were cashed. I talked to ***** and he said he had to talk to corporate to see whats going on. I didn't hear anything from ***** or **** until I took the iniative upon myself to call the coporate office. I spoke to ****** and she said they didn't cash any check and that the Nissan store was in control of that. ***** finally called me when you ****** called them to see whats going on Wednesday, February 27, 2013. Mind you that she called on Tuesday the 26th for them to give me a call, which they fail to do. He said he will get a check issued for the 3,000 dollars amount the day of the 27th when I spoke to him. That was it. Then ***** left a message about me faxing over a copy of my bank statement for the the overdraft fee. I called back and I have yet heard from ***** or **** about the fax number or this matter. I have bills, household, a child, and other things to take care of, how can I do that without any money? My car note is due on March 8th and my vehicle that I just got from them got vandalize, so how am I going to pay my deductible and car note with $4,300 missing from my bank account. This is my 3rd bad experience with Russ Darrow Nissan. I had a sales person steal 500 dollars from my down payment and his name was DT, I made a complaint about that and I was told that it wasn't anything I could do about that. My 2nd bad experience, I was told I didn't qualify for a vehicle and I went to another Nissan dealership and I got the vehicle I wanted without a problem. My 3rd experience is this one. I came back to them because I believe businesses can improve, but I was proven wrong once again. My life and my finances are not a game. Its been almost 2 weeks now. The money was fast to get taken out of my account but I haven't heard anything about putting it back in. I am highly upset. I hope that this matter gets resolved soon and this company can make this customer happy, plus go beyond expectations.

Desired Settlement: I want my money back that they owe me, the over draft fee that they caused, and money for not having funds in my account for almost 2 weeks because I have other responsibilities to take care of.

Business Response:

After speaking with you on numerous occasions, I believe that I have properly and timely responded to all of your requests.  As of today's date, I agreed to allow your insurance company to call me directly to see what the issue with your tire may be and how we can help  to get this fixed for you through the insurance company or possibly under the manufacture warranty. 

If there is still an outstanding issue that I have not addressed as of today's date, please contact me directly.

****** ******, ********* *********, ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dealer Trying to Sue for a "Promissory Note" That May Not Exist. 3 months after sale is done and contract is signed The dealer called me and said I owe them $2465 for promissory note that I did not signed. ******* ******* keep calling me at my work number for such payment and harrassing me. ** also mentioned that I will not be allowed to enter any *** and Ross Durrow Group for service or meintenance.

Desired Settlement: I need explanation for ******* *******'s actions. If I am not allowed to get service done on my car I need a refund for "prepaid 3 years service aggrement" that costs $750.00

Business Response:

After reviewing the complaint and speaking with the dealership staff, the word "promissory note" is inaccurate. The $2,465 that is stated as being owed is correct and it is from a down payment that has gone unpaid by you in relation to your vehicle transaction. This amount was due at the time of the delivery of the vehicle and is still due as of today's date. Unless you can procure a receipt indicating this amount as paid, we will be continuing to collect on the debt by submitting the information to our outside collection agency. This matter will also be uploaded onto your credit bureau as a negative account. If a receipt can be produced for this amount, we will stop all collection activity.

As for not being allowed on the dealership property, I believe this was a misunderstanding. We would not for any reason not allow a customer who purchased a vehicle and a maintenance plan to be on our lot. If you choose to cancel the warranty, that would be at your discretion. Also, please be aware that the warranty can be utilized at any Russ Darrow location, not just the selling dealership.

Please contact me to pay the down payment or produce a receipt indicting this was paid immediately.

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

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

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

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 day of the purchase I went to the dealer with qualifications to receive several rebates, a possible trade-in and some down payment. I drove the ****** and we decided to make a deal. Initially agreed on a zero milage brand new **** ****** **. We pursued to fill out the forms, etc...  

While I have not signed anything I asked the ** **** If I could get a Demo car discount If I was to buy the test car. He said he could save me $2000 on that since it was the last **** model in their lot. Later into the transaction sales person told me the interest was %10. I do not have a bad credit and my wife has over 750.  I decline the offer and as I was about to leave the property ** **** offered me additional $400+ discount and informed that I could refinance later with lower APR.


He filled every discounts and rebates on cash received part (i.e: $1000 for dealer incentive, $750 college grad, etc...) and I paid what I was asked to pay. He showed me every single item on a piece of paper and total sum. I asked him to make a copy of that paper and ** said it is an in-house rule not to release offer papers out!


I left the dealer with my new car and made several stops. Within 3 days I brought the car back for brake inspection- they replaced the front brakes, one week later for another thing, a month later to ask for second key fob-since they lost the second original. They ordered a new one, two months later I was there for oil change and pick up the keys and lastly to get the door aligned since it started leaking water and making noise.


Five months after the purchase ** **** gave me a call asking for money. I immediately went to dealer after work.

He was a rude person only couple days after the purchase complaining to me that he had not made money on this deal. He told me that I was a greedy person and sales guy did not even made his $100 bonus.

Now he has been calling me and my work number asking for money and insulting me. At the end of the conversation he told me that there were four other company lawyers and the phone conversation was being recorded, etc… At that moment I asked him If he remembered the demo car discount. Of course his answer was “I have no idea what you are talking about…”

** **** told me that he would pursue a legal action against me, cancel the 3-yr fluid package which I paid $750, cancel the *** warranty and prohibit me going to any Russ Darrow Group!


My first action was to file with BBB and get some legal advise. Yes, I do have the contract, signed by the company's finance department and by my party, indicating that I only owe the loan amount to ***** ***** ****.

Appears to be the legal department of the company is playing an angel while their crew do whatever they want. I do not understand how this company is rated A+ with over 160 complaints on BBB and several hundred complaints on web. Now I hear from the legal department of RDG that there was a misunderstanding about not being allowed for maintenance work. ** **** repeatedly informed that I would not be able to go to any *** RDG. There is no misunderstanding on my side, there is a mis-representation by ** **** and I am expecting an apology.

At this time I request apology from the ** **** about his statement for not allowing my car for maintenance and I need the copy of the every item signed by my party. If there is such papers showing that I owe Kia $2465 it shall be forwarded to me.

 

Business Response:

I am sorry that you do not understand how you still owe Russ Darrow the $2465 which is stated in the Purchase Contract at the time of purchase as the amount of the down payment. As stated in my earlier response:

...This amount was due at the time of the delivery of the vehicle and is still due as of today's date. Unless you can procure a receipt indicating this amount as paid, we will be continuing to collect on the debt by submitting the information to our outside collection agency. This matter will also be uploaded onto your credit bureau as a negative account. If a receipt can be produced for this amount, we will stop all collection activity.

Until you can provide me with the necessary documentation showing that you paid this to Russ Darrow (not Kia) this matter will stay open.

As for the statements made by the ** ****, as stated earlier, I believe this was misinterpreted and if I am mistaken, let this serve as official notice that you are allowed on any and all Russ Darrow dealerships. The warranty can be used at any d3ealership owned by Russ Darrow and not just this location. Also, it is your right to cancel this warranty at any time. If this is something you choose to do, please contact me directly so that I can start the cancellation process immediately.

****** ******* ********* *********, ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: First the price was listed on the internet at a different price than that listed on the vehical. After bringing this to the managers attention he lied and told me I was looing at a different vehical that they just sold the day before. When I showed him the ad I saved in my phone he couldnt deny it and said got approval to sell it at that price whcih was still high for that vehical. Before purchasing the car I asked to see it one more time and look and it over. He said sure wait here Ill pull it around but I followed behind and waited at the door. When he started the vehical an enormous amount of exhaust came from the car. When I pointed it out he said SUV's had a lot of exhaust. I said I wasnt stupid and no way it was that much. When he realized I wasnt going to drop it he said if it would make me feel better he would pull it around and have the service department look at it. I said yes please. He pulled the car around the building and pulled up with the speakers blairing and tried changing the subject. When I asked what happen with the service department he said ya everythings fine. Everyday the car got worse I started calling the ******** dealership not even one week after the purchase and the guy who sold me the car said the only thing I could do was bring the car in and they would look at it which I did and was told nothing was wrong although the problems still clearly exist. I was told not to call because there was nothing they could do. I have recently found out today the problem is dur to a burnt out valve and is what caused the exhaust issues. When I purchased the car Russ Darrow filled out the paper work and stickers ensuring nothing was wrong with car and everything had passed they said these parts were good but clearly are not.

Desired Settlement: There is a lot more to this story but its too much to type. I dont get anywhere when I call KIA Waukesha. I have proof. I want to trade this vehical in without losing out or I want my loan refunded. I havent had this car for even one year and the sales person was clearly hiding information about the vehical

Business Response:

I am sorry that you have had issues with your vehicle.  I am not able to locate your purchase history at the ******** *** dealership.  Can you please provide additional information as to when the vehicle was purchased, what exact location, type of vehicle and the purchaser's name and address.  Once I receive this information, I will be able to provide a proper response after reviewing all information.  Thank you, ****** ******, ********* *********, ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contact this company because i saw there was unauthorized inquires on my credit report. I contact the company to delete it from my credit report but the refuse to removed it. They have been a difficult company to work with and are breaking the law reporting inaccurate information that is harming my credit. Thank you for your help in resolving this matter

Desired Settlement: Remove the anauthorized inquires from my credit report. That's all.

Business Response: I'm sorry that you are having difficulties with your credit report, however, Russ Darrow Group has no access to removing inquiries from customers credit bureaus.  If you did not fill out an application authorizing us to run your credit for any type of transaction, then I would suggest sending a letter to the credit reporting agencies disputing that you authorized this and they would set up a file for possible identity theft.  If you need any further assistance, please provide the date of inquiry and the dealership that you went to in order for me to locate your application.  ****** *. ******, ********* *********, ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We called last week about Russ Darrow Honda's newspaper ad stating 329.00 per mo for a 2012 Honda Odyssey EX-L Van. We called and spoke to someone in sales and asked what other fees, etc were involved since it did say 0 down at signing. We were told no other fees other than tax and title. Today we called and set up an appointment (spoke to *****) and were set up with **** at the Honda location in Milwaukee. We asked specifically if there were any 2012 EX-Ls available and were told yes whie we were on the phone. (This was at 9am this morning. We made an appointment with **** for 10:30. We arrived a bit early, met ****, and were handed off to a different person I assume who was a sales rep. We were then told there were no 2012 EX-Ls available. Then **** was supposedly looking to see if another one could be located. At that time we were shown a hand written list of fees to get into the lease. $2050.00 or so. I stated this was not acceptable as the lease is advertised on the Russ Darrow Website as well as in the newspaper by Russ Darrow as a 0 down at signing lease for 329.00 per month. I also stated that we specifically asked obout any other fees as we were driving an hour to get to this location and we did not want any surprise fees. **** said oh I am sorry. I said that this is not a 0 down lease then and he said the ad said 0 down at signing is different than at inception. This is deceptive and false. The fees they showed me were paint protection fees, lease fees, dealer fees, etc adding up to over 2500.00. This is deceptive advertising and false advertising. **** sat back and stated that oh I am sorry. I said this is not right and we were told that there were no fees due at signing and he just said I am sorry. There was no honesty behind the apology, no attempt to negotiate, and no desire to obtain our business. Extremely disappointing business practices!

Desired Settlement: 120 miles driven for false advertising and deceptive practice. Pay for mileage, time wasted, and gas. 120 miles at .55 per mile and 50 per hour for myself and spouse both professionals whose time is valuable. This was blatantly false and deceptive.

Business Response:

I'm sorry that you feel are advertising was deceptive and false. I believe it was a misunderstanding.  I have spoken directly with the President **** ****** and the ******* ******* of the Honda dealership, ****** ******** and we will stand behind the original expired advertisement of $329/mo, $0 due at signing on a 36 month lease. This does not include Tax, title license and doc fee which will be extra as stated in the advertisement. This deal is also for approved credit through Honda Financial Services only. The dealer installed options can be directly negotiated or waived by you. However, we do not have any of these vehicles in stock. The vehicle would have to be located. Also, the vehicle located would have to fall under a current Honda offer, which can also be discussed directly with the ******* *******, ****** ********. If you would like me to set up an appointment directly with the GM of the dealership, please contact me directly.

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I took my key fob to the dealership because it broke when i took it out from the ignition switch of my 12 Mazda3 with ***** miles on the odometer . The flip key spring came out loose. Nobody dropped the key and the key fob has no signs of abuse or scuff marks... The manager ***** ******** ruled that i broke the key fob and the warranty is not applicable since is not a failure due to defects. My bumper to bumber warranty is 3 years 36000 miles. They want to charge me $60 dollars on parts plus cutting key and programming totalling almost $170.

Desired Settlement: i hope that mazda honor the warranty that comes with my vehicle which states : "Mazda warrants that new Mazda cars and trucks will be free of defects with normal use and prescribed maintenance for 36 months or 36,000 miles, whichever comes first. Ordinary maintenance items or adjustments, parts subject to normal wear and replacement and certain other items are excluded."

Business Response:

After reviewing the complaint and speaking with the applicable dealership staff and the Mazda representative, it has been determined that this is not a defect that is recognized by Mazda.  This information was also relayed to you directly from a Mazda Representative that you contacted in conjunction with the service manager.  If you purchase the key fob from our dealership and later down the road get it covered through Mazda, we would reimburse you for the amount Mazda would state. 

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dr. ***** ***** **** * ******** ***** *** * Milwaukee, WI ***** ###-###-#### Apt ###-###-#### Private Cell March 2, 2012 FOX6 Investigators inquiry **** * ***** *** **** *********, WI ***** ATTN: ******* ***** URGENT: TIME SENSITIVE This is a complaint about Russ Darrow Honda at **** * **** **, PO Box ******, *********, WI ***** (Ph: ###-###-####) Complaint: My car (Dodge Neon) broke down July 14, 2011. It had to be towed so *** towed it to Russ Darrow Honda (RD Honda) not knowing there was a Russ Darrow ******** (RD ********). RD Honda said I needed a new transmission. I told them specifically if that were the case and I had to pay for a new transmission I wanted a “NEW” transmission and to be sure it was a “CHRYSLER” transmission, not a Honda transmission. ***** *******, Service said it would be “NEW” and a “CHRYSLER” transmission. RD Honda had the car 7 days. ***** said it would cost me approximately $5K to get it all fixed. SHOCK! Well what could I do but have them fix it as I was stranded. I came to Milwaukee for a new job, was headed out of state to have movers move me here that next day. ***** calls me during my move on Monday to inform me that the radiator now needed replaced and would cost another couple hundred bucks. SHOCK again! I’m in the middle of a storage unit with movers trying to get my stuff loaded onto a moving truck and he tells me this and says “if you’d rather us not do the work, we won’t” so being stuck and they have my car torn apart, I go with it. When I arrived back and picked up my car from the lot (at 5 p.m.) when Service Department leaves, pay my bill ($2927.37) plus rental car for a week (**********). I head out of their lot and the engine light is still on and the car is “bucking” when I move it out of park into gear. I proceed to my apartment and call ***** the next day (left a voice message) and asked him to call me at work. I never heard from him again for 1.5 months. He never returned my calls and I was calling every day leaving him a message about how bad the car was when I had to shift gears. This takes us thru the end of September 2011. I have to then leave the state for a family illness in PA and My Dad’s Memorial Service and upon my return, lose my job – job cuts; layoffs (October 14th), and then my car is stolen the following Monday out of my apartment complex, found, and windows smashed, and steering column destroyed. AAA tows the car to RD ******** (this was the first time I ever heard of RD ********, so wondered when I mentioned it at RD Honda they never said a word about them—their own company!). My car is towed to RD ********, they call me and tell me it will cost me approximately $1000-$1500.00 to fix it. I told them to go ahead and fix it. While RD ******** is fixing the car, they find that the engine/transmission mounts looked bad and that it could be why the car was bucking as it was. They said they would have to be replaced and would cost around another $2K to fix/replace. I asked why RD Honda did not catch it and was told they either ignored it or damaged them while putting in the new transmission (*** *********—RD ********). Either way it should be replaced and I told them it should be paid for by RD Honda then since they damaged them and/or failed to say anything when they serviced it. He said he’d talk with **** at RD Honda as I told him I would not deal with ***** *******, Service as he never returned my calls after one and a half months time. *** talked with **** at RD Honda who said they’d have to do the work on it and that my car had to be brought over to the RD Honda and that RD ******** could not do the work (why? ******** knows more about a ******** product than a Honda dealer knows and I stressed this to them that I wanted ******** to do the work that I did not trust RD Honda to touch my car again.) **** told me if I wanted it fixed I had to have RD Honda do the work. I told him I had no choice, it had to be fixed as I felt unsafe driving the car now. I insisted upon a rental vehicle to be paid by RD Honda and at the time **** agreed. RD Honda looks over the car and can’t seem to find anything still wrong with the car so it goes back to RD ********. The car is delivered back to RD ******** who calls me and tells me the car is ready for pick up. I arrive, took it for a test run and still find the same issues with the “bucking” and ***’s mechanic goes along for the ride and says he too believes it to be the transmission mounts, which should have been repaired by RD Honda when they put the new transmission in. ***’s mechanic inspected it and also told me that the “transmission was not new but used” so I paid for a brand new transmission but was given a “rebuilt transmission by RD Honda instead”. I called RD Corporate Office and spoke, after a few days of waiting on them to return my call, to an **** and told him I wanted RD ******** to do the work and to pay for my rental car. He said he’d talk to **** at RD Honda to get the full story and would call me back. A few days later, **** called me back and said that RD ******** would do the work, and they would pay for the rental car. RD ******** did the work and replaced two of the mounts. I told *** that RD Honda had to pay for it and let me know when it was completed. During the time RD ******** was fixing the car, they kept me informed about what was going on. They were great! RD Honda was nothing like this at all!!! When the car was done, *** (RD ********) called me and said it was ready but because I insisted that RD Honda had to pay for the additional fixes, he could not let it go until he spoke with **** (RD Honda) who happened to be on vacation. *** would call me once he talked with him. After a couple days of not hearing what was going on, I called and asked and *** and he said he could not do anything until **** got back from vacation (this was another two weeks). Eventually **** gets back from vacation, my car is “supposedly” fixed and I can come pick it up from RD ******** (as RD ******** needed to clean the glass out of the car after the theft). I pick up the car and am told that my bill due to ******** is $1001.32 for the theft; and then an additional $352.35 for half of the work that RD Honda will pay for half of it too. SHOCK! Because I’m now skeptical of RD Honda I ask for a copy of their “half” of the bill. I am told “I can’t have it as it is an internal bill and only RD Honda can have it”. Well I called Corporate and got a copy of the bill of RD Honda and it “appears to be a repeat of what I have already paid with inflated rates so it appears they are paying for the repairs”. It is $456.92 and seems to be a repeat with inflated rates on it over what I had to pay for half of the bill. I pay my bills, get my car, and go back to my apartment. I get a call then from ********** telling me that they can’t do a direct bill to RD Honda for the rental car and that they called **** and **** (RD Honda) told them they were not paying for the rental car that it was my responsibility. The rental car cost me an additional $817.13 which RD Honda was supposed to have paid. I called Corporate to talk with **** about all of this. He would not return my call. I sent several emails and nothing back. I then called Corporate and asked for someone else to help me, still nothing back. Then I eventually got a call from ****** ********, ******* ******* at the RD Honda store that he wanted and **** (RD Honda) would like to meet with me about them paying for the additional work on the car bills and the rental car bill. I found this odd but called them back and said ok. After thinking about this more, I called them and said, why do you want to meet, let’s discuss via phone. He said they would not be paying anything and the matter was over with as far as they were concerned. I am fully dissatisfied with Russ Darrow for the way they handled all of this. I feel they owe me for the rental car, the additional costs of doing the work they failed to do in the first place and more due to “good customer service”. They failed on all counts as far as I am concerned and I would NEVER recommend Russ Darrow to anyone to have any work completed. I called around during all of this and was told many times by auto agencies that it should never have cost me what they charged in the first place nor the additional monies when they should have discovered the bad mounts when they originally replaced the transmission and stated that then, instead they have covered up their mistake and made me pay for it. Additionally, during the whole time RD Honda had the car, it was there longer at RD Honda because **** went on vacation for almost two weeks and I had to pay a rental car while my car sat in their lot while he was on vacation, and **** NEVER called to say he’d be gone and that nothing would be done on my vehicle during this time. Please help. I do not want anyone else to go thru anything like this. What a horrible, horrible nightmare. I feel they not only did many things wrong, but took advantage of a sole single female too. I have accepted a new job in ******** in a month and would like this resolved prior to that time. I am listing my private cell number in case but want to get this “mess” resolved before going. Please help as this is time sensitive. I have been unemployed for 7 months and need to get to work again. Please keep my name confidential if you air this. Thank you so very, very much!! ****** Dr. ***** ***** **** * ******** *****, *** * Milwaukee, WI ***** ###-###-#### ###-###-#### Private Cell

Desired Settlement: Refund due to transmission not fixed correctly; refund for not paying rental car; refund for over payment of items they should have fixed during the initial replacement of the transmission; but instead charged me a second time around for their error/costs.

Business Response:

Dr. ***** ***** brought her 2003 Dodge Neon with 100,758 miles on it to be repaired.  Chrysler does not make new transmissions for 2003 Dodge Neons.  The transmission was a Remanufactured transmission with a warranty.   It was repaired correctly. We do repair all used vehicles at our Honda dealership.  Dr, ***** drove her vehicle for over three weeks without any complaint and brought it back for a vibration.  The engine mounts were in installed and we did participate in the cost of the engine mounts.  Mr. ****** was not on vacation for two weeks.  We would never authorize a two month rental or pay for it.  We are sincerely sorry that Dr. ***** is not happy with our company.  Should she have any further questions, please have her call the ******* ********, **** ******.  Thank 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.

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

Regards,

***** *****

 UPDATE AND RESPONSE:

I picked up my car as close of business on Wednesday, July 20th.  There were immediate issues upon my driving the car off the lot.  I called ***** ******* the very next day about it.  He said to let it go for a while and if it persisted to call him back.  I did call ***** back for approximately 6 weeks each and every day without a call back. The response from ****** ****t states, “Dr, ***** drove her vehicle for over three weeks without any complaint and brought it back for a vibration.  The engine mounts were in installed and we did participate in the cost of the engine mounts.”  I never drove my car for over three weeks.  At the time the repairs were being done on the engine mounts (in December 2011) because Russ Darrow Honda failed to replace them the first time in July 2011, my car was in Russ Darrow hands from October 17th thru mid-December at which time I picked the car up.  I did not have the car for approximately 9 weeks from the time the car was towed into Russ Darrow ******** so as you can see ****** *****’s response is inaccurate and a false statement.  Russ Darrow covered costs of the engine mounts (via an internal invoice that matches up to the invoice I paid as if in duplicate).  Mr. ****** was on vacation or away from his office as *** ********* waited on him to return and stated “**** is on vacation and he could not do anything on the car or release it until **** returned”.  I am NOT happy with the company.  Matter of fact, just yesterday, I had to have my car towed again, paying towing charges to Russ Darrow ********, to find that the radiator that was put in by Russ Darrow Honda last July had to now be replaced and I would have to pay to have the labor done on the replacement, even though it was a defective radiator put in by Russ Darrow Honda.  Since I’m not happy with Russ Darrow Honda to touch my vehicle for any repairs it was towed to Russ Darrow ******** to handle.  I was then told that **** ******* said that if I wanted a discount I would have to have my car towed again (another cost to me) to Russ Darrow Honda in order to get a rate of $$60.00 per hour for labor versus a rate of $105.95 per hour as Russ Darrow ********.  I feel that my safety is an issue if I were to have the car towed again to Russ Darrow Honda for any repair.  They screwed up the transmission in the first place, after I insisted on having a “BRAND NEW ********” transmission put in and not a rebuilt transmission.  ***** ******* *******, told me it would be a new ******** transmission, not a rebuilt.  That never happened.  It was a rebuilt transmission put in my vehicle.  I have specific documentation to that fact from *** ********* and his technicians at the Russ Darrow ******** Service Department.  I would like to be fully reimbursed for ALL items paid for to date dealing with towing, transmission replacement, radiator placement, mounts, and the additional costs now for having it towed yesterday (June 7, 2012) for issues resulting to the original new radiator put in 2011. Dr. ***** ***** 6-8-2012

Business Response:

I am sorry that Ms. ***** continues to be dissatisfied with our company, however, she purchased a used vehicle with no warranties. Mechanical repairs were completed and paid for by both Ms. ***** and Russ Darrow. We cannot continue to be held responsible for a vehicle every time it breaks down. We will offer Ms. ***** a chance to trade in the vehicle, which she will have to negotiate herself, at any of our Russ Darrow dealerships. As a courtesy, should Ms. ***** choose to keep her vehicle, we will offer a labor discount on all work completed at one of our service departments at a 25% reduced rate.

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I just spent the past 24 hours awake on the internet trying to find the best deal on a vehicle purchase. I obtained my own auto loan through **** ***** and they list Russ Darrow Honda as one of the choices for me to work with. (I have to work with their dealerships for this loan.) Russ Darrow advertised on the internet that if you trade in and purchase any car you get a $1000 Visa Gift Card,which I was so looking forward to. They also advertised a free 3 night/2 day vacation with a test drive and a chance to enter to win a car signed by several Green Bay Packers. They also advertise that they will finance anybody and they advertise on **** ***** website that they work with them. I got none of this. I called Russ Darrow Mazda of Greenfield, WI and the salesman told me that **** ***** doesn't finance cars with 100,000 miles on them & that the Toyota Rav 4 was sold. I wanted to buy at Russ Darrow Mazda as all of the Russ Darrows work together & they all did admit that much. If I had bought at Russ Darrow Mazda, I would have also had free car washes for life. (And, yes, **** ***** does list cars with 100,000 miles on them.)I really did my homework. I purchased my last two cars from Russ Darrow & this would have been my third one. In all, I have probably purchased vehicles at dealerships 10 times in my lifetime so I know the ropes and I had my ducks in a row. I called Russ Darrow Honda (all of this on 1/1/13) and **** told me that every single vehicle that they had been calling me to come in & see just 6 business hours ago was now sold. Every single one of them? Russ Darrow is doing something sly by connecting themselves with **** ***** when they really won't have anything to do with them. I don't know why. It's a loan for a vehicle. I went into Russ Darrow Used Honda in the afternoon of 1/13 to see one car that I found on the **** ***** site. The salesman at Russ Darrow Honda, ******, told me that this 2010 Honda Accord with only 30,000 miles on it could not be driven (when I started to drive it,) and that he had to service it. I doubt it was true. He didn't want to work with a **** ***** customer, even though they are registered with **** *****. Then the finance man, ****, told me that my trade in (2008 Kia Sportage with only 16,000 miles on it) was only worth $8000 when I owe $12,000 on it yet. I checked both ****** **** **** & ***** **** and they both listed that I could expect to get $12,000-$13,000 for my trade. Okay. If they want to be shady about trade-in values, they can be. They told me that I'd need $4000 of my own money to use **** ***** and $3000 down for their loan. I left and came back when I remembered reading in the fine print on my **** ***** contract that I can borrow up to 125% of the loan. I went back and told them that & that it was time to fill out the paperwork because I would have the balance. The finance man at Russ Darrow Honda, ****, said that **** ***** lies. How can **** ***** lie in a Legal Contract? He was the one that is lying. I'm a very educated person (Masters Degree) and I've purchased many cars before. He also told me that with the dealerships loan, I'd need $3000 for being upside down on my trade in. I buy all of my cars at dealerships and I am usually upside down. It is standard for a dealer to add that amount to the loan and then have me put about $500 down. That is what Russ Darrow did with the last two vehicles that I bought from them. He wants to say that I'm complaining because I don't have the $3000 downpayment. No, I am complaining because of his FALSE ADVERTISING. Tonight I should be sitting here with: a 2010 Honda Accord, a $1000 VISA GIFT CARD, a 3 day/2 night vacation, an entry to win a car signed by many Green Bay Packers, and free car washes for life. They advertised ALL of that on the net. They also advertise on **** ***** website. They delivered NOTHING that they advertised and tonight I sit here with nothing. Yes, they also advertise that they will finance anybody and they get around that by pretending that it is not standard to add your trade-in deficit to the loan when it is. Mostly, I wanted that $1000 Visa GIft Card.

Desired Settlement: I don't even know if I still want to do business with them & get all of my prizes. I just don't know right now.

Business Response:

I am sorry that you have had a negative experience with a Russ Darrow dealership. I have spoken directly with the *** ******* as well as the ***** *******, **** and the basis for the large down payment being requested is due to the lending requirements set forth through **** ***** directly. **** ***** finances up to 125% of the clean Trade In Value, not the retail value. All negative equity from any trade in, tax, title and licensing fees are factored into the 125% Trade in Value. The difference in trade in value and the retail value is usually the profit associated with the transaction. In order for the **** ***** to work effectively, there usually cannot be any negative equity or a very small amount from a trade vehicle. In your case, the negative equity based on the trade appraisal was going to be approximately $4,000. **** ***** cannot guarantee financing at a dealership. They can only tell you who services their loans. The specifics are negotiated with the dealer directly, not **** *****. It is also my understanding that alternate financing was not available due to some type of an income discrepancy, i.e. out of work possibly. If you would like, please contact me and I can set up a meeting with a sales manager at any of our dealerships to see if there is a vehicle that would fit within the specific parameters dictated by **** *****. ****** ******, ********* *********, ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to have my car serviced. They ALWAYS take longer than expected for service. This is annoying and highly inconvenient. Especially since I have a busy schedule. Today was no exception. They took over an hour longer than anticipated and did not call to tell us. We had to call them to find out the status of our vehicle. They explained why, and that was appreciated. But today it caused me to be late for work and my wife to be late on her trip to Chicago. I politely and factually confronted the desk person (his name starts with an *) about the issue who was not very apologetic. He did explain some of our service history, but that really was of no consequence to me because I wanted to be compensated for the poor service. He took the matter to his ***** ******* and they insulted me with a measly $16.00 refund. That isn't even 10% of the bill. I dropped almost $400 on my service today and they basically told me to take a hike. The ***** ******* did not even acknowledge my presence or have the courage to come speak to me in order to listen to my complaint. I didn't even get a chance to talk to him. The service rep (*) even took a phone call in the middle of my complaint. He should not have told me to hold, but the person on the phone to hold. He had an unhappy customer right in front of him. He did this all while claiming that "it's all about customer service." Today, their actions did not match up with their promise. I was very disappointed that I gave them a chance to earn my business back and they failed miserably, claiming that "they hoped they could do a better job next time." I would like better compensation than $16.00 for such a terrible experience.

Desired Settlement: They may earn back my recommendation if 20% of my original bill was refunded. A sincere email apology should be a given in the situation. And I want them to prove to me that they will work on getting us serviced in a timely fashion.

Business Response: I am sorry you had a negative experience with our service department.  After reviewing your complaint and speaking with the ******* *******, we cannot offer you any additional compensation over and above what was already done.  We are sorry that the anticipated completion of your vehicle went over by an hour, however, as you stated in your complaint, it was explained to you at the time and you understood.  We try our hardest on having timely service, but if we are waiting on a third party for a part or the like, we cannot always guarantee a specific time limitation.  Again we are sorry for the inconvenience this caused you and your wife and if you would like to call and discuss this with me personally, please do so.  ****** *. ******, ********* *********, ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rear brake issues on 2010 Dodge Caravan, less than 30,000mi.July: rear brakes grinding and squeeling. Pads and rotors bad, Darrowsays caliper looks ok but very dirty. Took vehicle to another dealer that would charge $100.00 less to repairpads and rotors.Problem came back, Returned to Russ DarrowSame problems, only this time the caliper is mysteriuosly bad as well. the caliperwas the problem from the begining, and Russ Darrow failed to identify theproblem, Costing me an additional $335.00+-.

Desired Settlement: Russ Darrow failed to identify the cause of my braking problem and lied to me about it, costing me nearly $700.00 dollars.I don't mind paying for one repair, but when the second needed repair is caused by the neglegence of the dealer that is another story.

Business Response:

I'm sorry for the negative experience associated with our service department. Without having specific dealership location or a service history for the vehicle, I can only respond that the service department merely looked at the brakes in question and without taking apart and repairing the issue, it looked like the caliper was okay, but was notated dirty. Upon presentment to the next repair shop the technician should have noticed that the caliper was bad. If that repair shop/technician didn't notice that the caliper was bad then something may have happened after the brake repair. As we know with vehicles, a negative issue may appear at any time with little or no warning. We are sorry that you believe we misdiagnosed a maintenance issue with your vehicle, however, you should talk to the shop who repaired the issue at hand. ****** *. ******, ********* *********, ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The business mailed us a flyer promising prizes, etc. Since we are currently shopping for a newer car and have a considerable down payment, we went there, test drove, and patiently negotiated. The salesperson took our flyer with the entry forms and would not give it back, even when I asked for it. We hadn't yet filled out the drawing entries to put in the drop box, nor had we checked to see if our flyer contained a winning number. When I asked him how we would know if we won, he stated that he had already seen the winning numbers, and ours didn't match. However, the flyer numbers were hidden under a "scratch-off" which we hadn't yet scratched off. The salesperson was condescending, dishonest and he insulted our intelligence. We are not ignorant people. We know our odds of winning in one of these "contests". However, we need a car, and they flyer effectively got us in the door. While we sat there, we watched person after person walk in and drop their entries into the box, then walk out with their "prize" (which was always a Walmart gift card)a minute later. We were serious vehicle shoppers. We spent over an hour and a half there, interested in upgrading the Kia we already have and love. We were insulted by the salesperson and left with no vehicle, no prize or gift card, no contest entries, and most importantly no car. We didn't even have the flyer with which we came.

Desired Settlement: We would like our original flyer back, with the numbers still unrevealed. We would also like the name of the firm that oversees and audits contests and giveaways for Russ Darrow Group. We would like to know what numbers did win. We would like whatever "prize" we were entitled to just for "walking in the door" and also the gift that was promised for taking a test drive. Should they show us integrity by doing this, we would still be open to do business with Russ Darrow.

Consumer Response: ---------- Forwarded message ----------
From: *** ****** <****************>
Date: Wed, Oct 17, 2012 at 3:50 PM
Subject: Re: You have a new message from the BBB of Wisconsin
To: ****************************, ***************************


Thank you for your follow up.
We did hear from Russ Darrow by letter about our complaint.  They apologized for the poor service, and made an excuse for the salesperson.  They sent us 4 free movie tickets.  We still do not know who won the grand prize or if it was us, because they could not produce our original entry form, nor did they offer us a replacement.  We do not trust that this was even a legitimate contest. 
Please advise as to our next step, if there is anything else we can do - besides shop elsewhere.
 
Thank you.

Business Response:

We are sorry for the poor experience in dealing with an advertised sale/contest at one of our 14 dealerships.  The contests are published through a third party and are highly regulated and scrutinized by several state entities.  Russ Darrow Group takes out an insurance policy for these exact advertised contests.  Russ Darrow is not notified or given a listing of any winners associated with this contest.  The customers who win are then contacted by the third party company and we are notified by the customer directly.  We have had our customers win in the past.  Attached is the letter sent by the ******* ******* of the dealership also explaining the process.  ****** ******, *********, ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I went to Russ Darrow Kia because of an ad placed in the ********* ***** ******* on Thursday, October 25, 2012. We were interested in purchasing a 2013 Kia Optima such as the one shown in the ad for $17,875 with the $1,000 gas card with trade in on any vehicle purchase. We asked about the one in the picture and were told that it was a manual transmission vehicle which they would have to special order (the ad states that there are "98 to choose"). The other issue I have with being told that the one in the picture is a manual transmission is that it appears that per their brochure that lists their vehicle options, features and specifications, is that it does not list manual transmission as an option, feature or specification. We wasted a significant chunk of our time not to mention the money we spent driving there based on this ad. The closest they came to this deal for a base priced vehicle was something around $20,140 WITH our vehicle trade in with no mention of $1,000 gas card. I call this false advertising.

Desired Settlement: We would like the vehicle for $17,875.

Business Response:

I am sorry for the negative experience you have endured at our dealership. After reviewing the ad and speaking with the ******* ******* and the *********, **** ******, we are sorry to say that this specific vehicle is not made in a manual transmission. You were misinformed by a new salesperson that misspoke. We have educated our sales staff as to the specific details pertaining to this make and model.   If a vehicle is still needed and you would like to give Russ Darrow a chance to earn back your trust, please contact me directly and I can set up an appointment with the ******* ******* to ensure that you are treated as you should have been. Also, we will extend the gift card promotion upon presentment of a trade in vehicle being used on the contract for a new vehicle purchase. I look forward to hearing from you, ****** ******, ********* *********, ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My daughter and I purchased a 2011 Chevy Traverse this week. After the sale was complete, my son-in-law heard a radio advertisement from Russ Darrow. The ad stated customers would receive a 3-day, 2-night vacation for a test drive. If purchased, the customer would get a $1000 gift card.My daughter and I received neither. My son-in-law called the dealer and spoke w/the sales manager. This person indicated we weren't eligible for anything because we got "such a good deal" on this vehicle. The manager said we would get the gift card IF we returned the vehicle, tore up the contract and paid more $$ for the Chevy Traverse.I emailed Russ Darrow. The response said we qualified for the vacation. . .but nothing more. These incentives are continuing through December 1, 2012. The Russ Darrow website continues to show these offers. I feel this dealer is asking us to pay more $$ to get something that should be included. At no time during our negotiations did any sales person mention either buying incentive.

Desired Settlement: I would like to receive the gift card that is currently being advertised.

Business Response:

After reviewing your complaint, I agree with the sales representatives at the dealership. If there is an advertised deal whether it is on the radio, in print or by mail, the customer needs to relay this to the salesperson, sales manager or the finance manager at the time of negotiating the deal. The "deals" are just not given to every person who walks in the door. You must know about the deal and negotiate it with the deal. The different state entities strictly monitor the "deals" advertised by car dealerships in the State of Wisconsin. If the customer fails to notify the dealership of the incentive and the paperwork states that there is nothing owed or "includes all incentives and promotions" the contract stands and the "deal" is not afforded to the customer. If the "deal" is negotiated then the paperwork would state what is owed on the WE OWE form located within your paperwork received by the dealership finance manager. Also on the purchase contract there would be a notation listed on the middle left side of the contract detailing what specific promotion was negotiated within the transaction.

We are sorry that you heard the advertisement after the sale was complete. As a good will gesture, I can provide 3 free oil changes to you. If you would like this please contact me directly 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 *******.  While I do not agree with the offer from Russ Darrow, I do not feel I have any recourse.  Two offers were valid at the time of our purchase.  After the purchase, the dealer offered one of the two offers--but not the second.  I do not understand how a firm may extend one offer and not the other.  I accept their offer of 3 oil changes. 

I still their the dealer was less than honest:  and should not be allowed to display a BBB A+ symbol on their website.

Regards,

 

******* ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On November 13, 2012 When shopping for a 2011 ****** ******* we came across two available in our price range at Russ Darrow in *********, WI. We contacted a sales rep by the name of **** ******. We confirmed the price and specs of the vehicles we were interested in and arranged a time for us to come look at the van. On that date, me and my 6 months pregnant wife and two small kids (2 and 5 years old) drove 1 1/2 hours to the location. As soon as we inquired about seeing the two vehicles we were told one just sold (the cheaper one) yet when we had called an hour or so before the two cars were supposedly there. We were shown the car and told it was a certified Honda. I spent the next 2-3 hours negotiating, talking and starting paperwork to purchase the car. I noticed a sizeable dent on the hood of the van, tried to negotiate a price adjustment and was told the van is sold as is and is certified as is. I started filling out paperwork, at which point my wife and two kids joined us in order for her to sign papers with me. We started signing papers at which point we were asked by the ******* rep **** ***** if we wanted to purchase warranty care package. We declined, at which point he got irritated with us and left the room. He came back and continued to push us to buy the warranty. We continued declining, at which point he exited the room again and brought back the sales ******* with him, ****** ********. The ***** ******* was extremely rude, started twisting the truth right away, telling us the car was not actually certified since it had the dent we had mentioned to them hours earlier. They said they have to fix the dent to have the car certified and we could come get it then but they were not sure how much it would be to fix the dent and if it was more than $200 to fix it they would have to change the price. At that point we had been there over 4 hours! We got tired of their lies and left very angry and disappointed in their horrible service and twisting of the situation.

Desired Settlement: We would like to see the ***** ******* reprimanded at least for his horrible service and a letter of apology from all of the people involved.

Business Response:

Let me start by saying that we are extremely sorry for the way you were treated at the dealership. After speaking to all parties in question, and bringing this to the *********, **** ******'s attention, we have internally dealt with and reprimanded all parties relating to this matter.  It is true that a certified vehicle cannot have any body damage on the vehicle at the time of sale. Due to the extremely discounted price of the van, the ***** ******* made a decision to not incur the dent damage and to explain to you that the vehicle can be sold as is without certification or you the customer would incur the additional amount on the financing for any amount over and above the $200 in order to take delivery of the vehicle with the ***** certification. We are sorry that you and your family chose to walk away from the situation, however, we stood by the price advertised and found you like financing. If you have any further concerns, 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.]

 

It is not all how it happened. Russ Darrow managment are twisting the truth. The ******* insisted on me and my wife getting the care package and additionnaly attempted to lower the interest rate after i repeatdly told them that i had my own financing. After realizing they they were not going to make any money they started on with the story about the car certification. even thought i told them i did not care and was willing to buy as is with the large dent in the back that they initially tried to hide by keeping the back door lifted up.

Once they realize that i was going to buy it anyway, they started saying that i would need to come back for the certification and additinnal charge would be incurred. It is a clear tactic to try to get the customer to sign up to what they want for profit. I have since pruchased my van from ****** ***** in illinois and never had such pressure and brought my own financing. I was in and out in 2 hours.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 07 Mazda CX7 vehicle in September 2011 from Russ Darrow Kia.Rushing, Russ Darrow Kia did not properly do a Safety Inspection on the vehicle they sold me, which means I was sold a vehicle that has several problems that were marked off as ok on their check list. My initially observation was that my high beam head lights did not work, but they were marked on my checklist as working. I drove a few miles down the road to Russ Darrow Mazda so they can teach me everthing I needed to know about the vehicle, since no instruction was provided. They confirmed the headlights did not work, they looked at my checklist in the glove box which stated that the high beams worked and they instructed me to go back to Russ Darrow Kia for the repair. I went back to Russ Darrow Kia several times and the technitions looked at the car but informed me that they were not Mazda repair specialists so it could take several days for repair. There was always a conflict with the duration of time they needed to keep the car and the fact that they ultimately may not be able to make the repair. I noticed the check engine light flashing periodically and when I questioned this, I was told that it was probably nothing. When I questioned it again I was told that the light had to stay solid in order for them to determine what the issue was. When the problem appeared and disappeard again I was told there was simply nothing that can be done.Several months did go pass but I was not driving or utilizing my vehicle much because I was hospitalized 2-8-12 thru 2-14-12 and recovering from a medical procedure for for several months after. I did bring this to Russ Darrow Kia's attention (I have medical doc). I never gave up pursing a proper fix for my vehicle, meanwhile Russ Darrow Kia has changed their management & closing staff. They are not taking responsibility for the tainted vehicle they sold me and I never received a response from my complaint to Russ Darrow Corp.Russ Darrow Mazda states I need major engine repair work.

Desired Settlement: I would like for them to replace my vehicle, I have purchased several cars from Russ Darrow before but I have never experience this treatment. I am only looking for a vehicle of the same value with out any extensive engine repair issues.

Business Response:

I'm sorry that Ms. ***** is dissatisfied with our company.  Ms. ***** purchased the vehicle from us in September 2011 with approximately 66,500 miles.  Upon purchasing the vehicle from us the first complaint about the high beams came in on June 11, 2012.  The tech performed a electrical system diagnosis and found missing fuse.  A fuse was installed and the high beams were operating correctly at this time.  Also at that time the tech noted that the check engine light was on and it was due to a non-conformity to the evaporative emission.  The tech notated that the customer is aware that the check engine light is on and that no work was performed.  On July 23, 2012 the customer brings the vehicle into the shop with ****** miles and states that the check engine light is on and that the engine runs rough and feels as though it will stall at stops.  The tech diagnosed a VVT and Timing Chain replacement to start, may also need fuel injectors.  Estimate is $1650.00 to start and the customer was advised.  No work was completed at this visit. 

From the date of purchase to the diagnosis of the engine issue, approximately 13,500 were put on the vehicle and approximately 10 months had passed.  Russ Darrow cannot be held liable for a repair to a vehicle after that amount of time.  Ms. ***** was offered a service contract with her purchase to cover exactly these types of incidents.  She chose to decline that warranty and now requests that Russ Darrow fix her vehicle free of charge.   Russ Darrow will offer to help trade her out of the vehicle but cannot guarantee she will receive full purchase price for her trade vehicle.  She would have to negotiate with the sales associate she chooses to work with.  The second option would be that Russ Darrow would agree to pay half of the $1650 repair.   However as noted above, this was the starting diagnosis price.  If there would be additional money owed, Russ Darrow would decline to offer any other assistance other than a 15% discount on all labor for any amount above the initial $1650.

If Ms. ***** chooses one of the two options outlined above, please call ****** ** ******* ********* ** ************ and I will make the necessary appointments.

 

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.

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.

I took my car into Russ Darrow Kia seven times in seeking vehicle maintenance for my high beam lights and engine light. I purchased my vehicle from Russ Darrow Kia but they never diagnosed my vehicle they were adamant in advising me that they do not work on Mazda vehicles. I took the initiative to go to the closest Mazda dealership in search of assistance with my vehicle it just so happen to be Russ Darrow Mazda but it was not at the direction or instruction of Russ Darrow Kia. It is completely misleading that Russ Darrow Kia is alleging that I took my car into their shop and that they worked on it when they refused to assist me. I have a tape recording of my conversation with their technician who admits that my visits to their shop were not properly logged in and he blames a different employee who was discharged. He states that he advised management how many times I had brought my vehicle into the shop but that they were ignoring his statements.

I am not sure what the $1600 or the half they are offering to pay would cover. At Russ Darrow Mazda I thought I was getting a diagnostic, I paid the diagnostic fee and made a request for a diagnostic at Russ Darrow Mazda but it never dawned on me that Russ Darrow Kia would have an impact on my service at another shop. It wasn't until I contacted Mazda directly and expressed my concerns and they pulled my paperwork but they told me that all of a sudden I did not have a diagnostic evaluation at Russ Darrow Mazda.

It is devastating that a company can do so many scandalous things to sabotage a human being. I did not all of a sudden bring my vehicle to them expecting repairs, I have been begging for assistance.

I originally was declined a loan through Russ Darrow Kia when they saw that U got a loan through my credit union (when it was time to pick up the vehicle) There was no way to add the extended warranty because there was no additional funds this was not discussed with me even though I had been at the dealership for a total of 12 hours working with my sales rep over 2 weeks time & vehicle closing. I went to Russ Darrow Kia in hopes of trading in my vehicle and I was treated very disrespectfully, I left in tears. I feel there has to be another way Russ Darrow Kia could help me understand you treated me less than a human being. All I request is a reliable vehicle just like the next hard working person life is hard enough with medical appointments and individualized care for my disabled child and my parent with Alzheimer. I am frightened to work with your dealership again but I know it is in the best interest of my family to have a reliable vehicle.

Regards,

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

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had this vehicle fixed 3 or 4 times with the same issue. They are willing to cover the parts that they put in but this last time it broke it ruined my engine and now I need a new engine put in. I believe that they should cover everything that was damaged in this last time. There are 3 vehicles just like mine sitting at the dealer with this same issue. I have owned this vehicle for approximately 2 years and I have only been able to drive it about a year because it keeps breaking. I have put over $3,000 into repairs and now a new engine is going to cost me $4,954.10 for the engine and labor costs.

Desired Settlement: I would like everything to be fixed the way it is supposed to be fixed so I am able to drive a safe and reliable vehicle.

Business Response: After speaking with Ms. ************ and the dealership staff, the vehicle was towed from our dealership and Ms. *********** is dealing directly with *** to try and get the engine covered under an expired warranty.  Ms. ************ is aware that *** offered to warranty the part that we put on her vehicle, but not the engine.  Ms. ************ declined this work to be done by Russ Darrow.  Upon complete review by Kia, they stated that this is a known defect and since it is outside of the warranty time frame, they are not covering the entire engine, but they are covering the defective part that caused further damage.   If in the future Ms. ************ would like us to do work on her vehicle through a *** covered warranty, she can call us directly.  If there are any questions, feel free to contact me at ###-###-####.  ****** ** ******, Corporate Paralegal.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the past six months I have been taking my 2005 Jeep Grand Cherokee to Russ Darrow for repairs on my Jeep. The first repair which was a malfunctioning water pump took them three times to repair, charging me $150 dollars for replacing a thermastat two times before the third repair where I was a little bit more persistant on them fixing it right. My most recent repair was a malfunctioning air conditioning system. They told me to replace a valve, which they did and upon replacing the valve they told me that the compressor had to be replaced. They charged me for the valve replacement, but I would not let them continue to work on my vehicle do to the lack of trust I have in their repair team. They could have just replaced the whole compressor unit, and saved me half the money. This repair garage is just out to make as much money off of people as possible. Hoping that no one will do anything about it.

Desired Settlement: I would like the refund from the malfunctioning thermostat's that did not need to be replaced and a refund from the valve they replaced then told me that I needed to replace the compressor, a total of about $700.

Business Response:

I'm sorry that Mr. ****** is dissatisfied with our company.  In speaking with the Service Manager at the Chrysler dealership, it was explained to me that when there is an issue with a vehicle's a/c unit, instead of replacing the very costly parts right away, they start with the minor issues that may be wrong, and in this case, the valve.  This is a known failed component.  So instead of replacing the entire system, they may just have to replace one or two minor components.  After replacing the valve, it was the determination of the service tech that the compressor needed to be replaced, which the customer ultimately declined.  As for the water pump, the initial repair was charged to the customer, but the subsequent repairs were warranted by Chrysler as the malfunctioning waters pumps were bad from the manufacture.  Russ Darrow or any service shop cannot be held responsible for a manufacture defect.  It is unfortunate that it happened 3 times to Mr. ******.  As a good will gesture, I would offer to Mr. ****** a 30% discount on labor if he would like the a/c compressor replaced.  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.

I believe that because I brought my Jeep in for a repair on my a/c unit, and what they did, did not repair the unit, I should not have to pay for said repair.  I would have gladly paid for a new unit, but do not want to pay for the repairs that did not fix my vehicle.

Regards,

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

 

Business Response:

Russ Darrow cannot be held liable for diagnosing a potential issue with any component of a vehicle and the customer not be responsible for payment, depending on the outcome.  The outcome for some issues are not always favorable to customers.  A repair shop or our shop would not be able to stay in business if repairs or diagnosis of an issue were not always what the customer thinks they should be.  Sometimes, like in this case, if we would have redone the entire a/c system from the beginning, the customer would have gone elsewhere and potentially be told that it was only this part and not the whole system.  We try our best to save the customer money and sometimes it does turn into a larger issue than what the original diagnosis was.  We have offered a generous discount on our labor rate, and would consider adjusting it from 30% to 40%.   If Mr. ****** would like to take advantage of this offer, please call the service department directly at ###-###-####.  If any questions arise from this response, 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.

I understand, your point of view and from this day forward I will take my business else where.  I am sorry we could not come to an agreement.  I will not recommend your business to my friends for repairs or auto sales.

Regards,

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

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the letter I just sent Russ Darrow although I do not know if it does any good because we have sent them numerous emails. On September 10th 2012 after spending approximately 6 hours at your ********** dealership my son **** and myself purchased a 2010 ***** *. The deal hinged on the fact it would have to be registered and licensed in ********. No problem I was told. Now six weeks later we are still trying to get this done. Along the way these are the problems we have encountered. 1. When the paper work was completed it showed that the car first had to be temporally registered in Wisconsin. Then a check would be sent to **** to cover all the fees in ********. I did not agree with that but was told that is how it had to be done. So the temp plate was attached to the car with your Russ Darrow plate holder. The plate holder which by the way I did not ask for and advertises your dealership and covers up the expiration date on the temp plate. This got my son a $60.00 ticket in ******** for improper display of plates. When I showed the ticket and the picture the cops took to your people I was pretty much laughed at and told they were in no way responsible for that and he should of talked his way out of it. 2. After about a week and no check appearing to register the car in ******** I called my salesman *** ********, who told me **** would be sent the check in about a week that it would most likely now be 10 to 14 days. After two weeks I called back and was then told the check would not be cut until the end of month. Well the check finally showed up on October 9th. **** took off from work on the 10th to handle this. At the ******** *** he was told the check was made out wrong and that he needed two checks. One check for registration and one for taxes. I got hold of your people, the same ones that assured me there would be no problems back on September 10th and they told me they would reissue two checks after I returned the first check. The first check was returned by registered mail. On October 15th I talked to ***** ****** who guaranteed me the checks would go out that day and be sent *** next day. My son again took the day off and no check. I called today and ***** ****** was not in so I talked to *** and she checked on the checks and told me they were not sent until the 17th. This is the second car I bought from your ********** dealership the first being a new 2010. Over the years I have purchased 4 or 5 vehicles from Russ Darrow dealerships and I expected a lot better service than this. This sale has cost my son a fine ($60.00) and 2 days of work. I myself have made numerous phone calls and a trip to the dealership without much in return and what do we get – sorry. We have also sent emails to your contact us address on your website with no reply. So I guess keeping customers happy is not on the top of your list. Well Russ Darrow is now far from the top of my list. I would think you would realize that one unhappy customer can do a lot of damage. Hopefully this will be resolved shortly and I will not have to make a trip to the dealership because most likely no one will contact me. Or maybe I could do what was suggested by your staff and tell the ******** *** they don’t know what they’re doing. I am sure that will get me as far as your people have. ******* *********

Desired Settlement: at first reimbersment for the traffic ticket and getting it registered was all my son or I desired but after all the screwing around I do not know that will do it. I get the impression they do not want to take responsibility for anything .

Business Response: After speaking with the dealership staff and the complainant, I believe we have come to a mutual agreement satisfactory to all parties.  In the event of additional registration delays, please contact me directly 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:  NOT SURE HOW TO RESPOND.

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

 

That was my initial response to the person who contacted me from Russ Darrow's legal department.  The checks to register the car did arrive that day.  They offered  a cash settlement for all the trouble and agreed to pay the ticket that was issued for improper display of plates and included some free oil changes.  That was  Thursday 10/25.  I was informed that the checks for the inconvience and the ticket would be issued on Monday  10/29 and I should have them on the following day.  My son went into the ********* *** on Thursday 11/1 (10am) to register the car and was once again informed the checks were made out wrong (payee on check wrong) and the *** would not accept them.  The *** called Russ Darrow ********** Mazda and they told them to tell my son to return the checks to them and they would get it straighten out.  In the mean time my son called me at work and I told him to call the person at the legal department at Darrow.  He could not reach her.  He called me back and I told him to hold tight and I would try to get a hold of her, I did.  She told me that the dealership should not have said that and she would get a courier to take him some checks made out properly and they should arrive around 2 that afternoon.  She also said she would send along the check for the inconvince and ticket which tells me they were NOT mailed on Monday like was promised.  The checks once again arrived my son headed to the *** and now there was a problem with the way the Wisconsin title was made out.  They needed me to sign some paper work.  After more phone calls between my son, the *** and me we convinced them to take a faxed letter with a copy of my drivers license attached for proof, letting my son handle the paper work.  Now it is 4:30 in the afternoon and we thought all is well.  Now we find out that the amount on the checks are $19.50 off but it is to our benefit.  The *** now says they need the checks to be for the right amount.  Keep the change was our reply but they would not do that it screws up there books.  After another hour my son talked them into refunding the money and got his plates.  This is something he was told they do not do but they were also tired of Dealing with Russ Darrow ********** Mazda and it was closing time.  As I stated in my orginal complaint Russ Darrow guaranteed there would be no problem in registering the car in ********.  Another day wasted by my son.  I could not give my full attention to my job this day.  And a lot of tension between me and my son.  Thank you Russ Darrow.

So I will let you decide if this was a satisfactory resolution.  I thought after 7 weeks this was finally over and accepted their resolution but it continued on into week 8.   

Regards,

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

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I leased new *** **** on July 9, 2012 and while I was signing all the papers with ***** who works in the finance department, I told him I'd like automatic checking deduction payments and I asked if I could have them taken out around the 27th of each month because that was when my old car payments came out and it worked very well with my very limited income which consists of a part-time job and a fixed income of social security. He said I could do that but I'd have to wait till I got correspondence from *** *******. About a month later I got my notice from *** ******* regarding what my payment amount would be and that they would be due on the 9th of each month. I called them and was told that the dealership would have to take care of it. So I called Russ Darrow and they said they couldn't do it and the finance company could. I have made close to a dozen calls between both of them and get nothing but a run-around. The last call I made to Russ Darrow was on Sept. 11 or 12, 2012 and spoke with *****, the ******* of ******* ****. who said "we won't change the date from 9th to 27th because it is too much work to rip up the contract and start over". This after I explained numerous times that I have almost 3 weeks in each month when I get no checks from income and on my very low income that is extremely a hardship. They didn't care. They cashed my Sept. payment at a bad time and it bounced and cost me $37at my bank and that probably will not be the last time that happens. Any loan, payment, etc.I've ever had before in my life gave me the withdrawal day of the month of my choice and if it is just a matter of re-writing the contract, I don't understand what a problem that would be! I have good credit and pay all my bills before I eat so this disturbs me greatly, but on my limited income, I simply can't get the $ together by the 9th of each month. I should not have been told I could do so by *****. I'd like to have payments taken out about the 26-28 of each month and by automatic deductions.

Desired Settlement: I would like Russ Darrow Kia of Wauwatosa to re-write the lease contract, stating that instead of the 9th of each month, my payments will be automatically on the 26-28th of each month.

Business Response:

After speaking with dealership staff and *** ****** *******, it has been deteremined that since the purchase was a lease and not a retail contract, the date of the purchase is the monthly due date, with no exceptions.  Once a contract is sent to the lender and funded to the selling dealer, a contract cannot just be re-contracted for a payment due date issue.  However, with that said, because of the circumstances behind Ms. ******'s limited income matter, as a customer courtesy "good will gesture", I will be sending in a payment on Ms. ******'s behalf in order to pay her account one month ahead so that from this date forward, she will be able to mail her payments in on the 26th or so every month and not accrue late fees or bank fees.  If there is anything else we can do, please do not hesitate to contact me.  ****** *. ******, ********* ********* ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/6/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I found the ***** minivan I wanted to purchase at the Russ Darrow ***** Dealership on ***** **** ** in *********. I filled out a finance application online but no one contacted me so I called and left a message then waited several more hours and called again. After calling a third time and finally talking with a member of the finance department I was ready to purchase. I then contacted ***** a sales person and told her I was ready to buy she then passed me ***** to work out a deal. When ***** and I worked out the deal, as far as trade in (contingent on actually seeing the car we were trading in) and financing he asked for a $500 deposit to hold the van as we couldn't come down until later in the week. ( At this point I may have been passed to someone else again but I don't remember for sure even though this was just hours ago) I didn't like the idea of giving the $500 when we had nothing in writing and financing was not worked out completely. But I was assured the financing was not big deal and if I we ran the loan on just on my husband we would get an even better rate and there would be absolutely no difficulty in getting in the van for the payment I was looking for and it will likely be better than I planned. I said Ok and they passed me on to their assistant to assist me further named *******. ******* gather more information and told me what information my husband needed bring with and took my redt card number for the deposit. At this point we decided to make the trip that night but since it was just my husband on the loan I would not be coming ******* said that was fine. I even talked with ******* a couple of times from my home while my husband was not the road driving the almost 3 hours to get to the dealership. When my husband arrived he drove the van while they looked over our car to trade. Everything checked out. I was willing to pay sticker price for he van and take 400 less than Kelley Blue Book recommended, $2000, for the deal to go through. Then problems started. Even though they claimed to not want me on the loan they couldn't get the rates we needed without my income and to use my income I had to be there to sign the papers, not three hours away. We asked several times before my husband left if they were sure they didn't need my information but sent pay stubs with just in case. Either my husband had to take a higher interest rate or come home the three hours and start over when we could make another 3 hour drive back to get the van. I then got on the phone with the sales people and asked if we could fax the info to me and then fax back and they said no and then I asked if we could leave our trade take the van with us as my whole family does not fit in the car (why we need a van) like an overnight test drive and meet in ******** WI (a half way point) at the Russ Darrow to sign the papers the next day. We were already approved all we needed to do was sign and they said no. I asked to speak with ******* who was working with us instead of talking through ******* and was given to ***** (unsure of the name for sure). I told him that ***** (the earlier sales person I had spoken to) had told me when we were struggling to find a time to come down that they would deliver vehicles and sign papers at the home in some circustances so I didn't understand why we couldn't meet in ********. He just said the word no. I then said that I was very unhappy and that they had already wasted our time and money to make the trip down when they assured us... Before I could finish the sentance ***** stated he was done and gave someone the phone told my husband quite loudly as I could hear through the phone there was going to be no deal and walked out. I never once even so much as raised my voice or use profanity of any sort but simply wanted some answers and further more the van we had gone to buy. My husband left and is currently driving the three hours home while I fume. I don't understand how a so called ******* would not deal with the situation and find a solution the worked especially since we had done everything they had asked and were already approved for the sale, just needed to sign the papers.

Desired Settlement: I want the van I went to purchase delivered to me with the paperwork to sign as well as an apology from *****.

Business Response:

It is my understanding that the vehicle was delivered to the ****'s on September 23, 2012 and the contracts were signed.  If there is anything else I can help with, please let me know.  ****** ******, ********* *********, ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/5/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On July 2, 2012 my husband went to the Russ Darrow ******** dealership and purchased a used car. My husband is disabled mentally from an accident. The sales person sold this car to my husband for well over $6,000 over blue book value. I went back to the dealership the very next day and spoke with ****. I told him I would like to cancel the contract due to my husbands cognitive disorder and reduced mental capacity, and **** was extremely rude and would not work with me at all. He did not propose any resolution for this unethical transaction, and was not concerned about the situation.I can not express how emotionally upsetting this experience has been to me, my family and my friends. It is difficult enough getting used to my husbands limited ability, and now we have lost our savings on top of this. I have talked to a number of friends who work for other dealerships and they have all expressed to me that in this situation, they would have cancelled the contract and taken the car back.

Desired Settlement: I would like Russ Darrow to do the ethical thing and cancel the contract and refund my money.

Business Response:

In reviewing the transaction and speaking with dealership staff and the customer making the complaint, I have come to the conclusion that as a dealership, Russ Darrow did not do anything wrong.  The assertion that we should repurchase the vehicle back is not an option as the transaction was conducted by an adult, 18 years of age or older.  Russ Darrow cannot discriminate based on age, mental or cognitive deficiency.  Russ Darrow was unaware of the customer's medical issue.  Even if we would have been aware, that would not prohibit the customer from entering into a credit transaction.  I am offering as a customer good will gesture a letter indicating the customer is entitled to 7 free oil changes in addition to the 3 free oil changes issued to a customer upon purchase of the vehicle.  If there are any questions the parties have, please contact me directly at ###-###-####.  ****** *. ******, ********* *********, Russ Darrow Group.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We stopped at Ross Darrow Kia on 9.8.12 to possibly trade in our truck on something else. *** *****/sales person introduced himself. We told him what we needed, including no down payment, low milage & a good deal. We "sat in" a 2009 ****** ******** (Black) & liked it, except for the passenger seat. When we asked what the price was he refused to tell us! From this point on, he was very wishy washy & he repeatly .... almost INSSISTED we drive it. We told him we wouldn't drive it unless we knew the price upfront, which he didn't like at all. We ended back in the show room, where he proceed to run back & forth to talk with his *******. He came back with an offer........ $500 down (remember we told him zero down?), a low trade in price for our 2003 Durango & a final price that we would only pay for a brand new one! We wasted approx. 2 hours of our time. COMPLIANT: We did not approve him to add our contact number to any lists!!!!!!!!!!!!!! However, ever since 9.9.12 we have been getting calls from a car research place @ # ###-###-#### numerous times every day. They call & hang up! We talked to the ******* at Ross Darrow on 9.10.12 & he said he would remove our contact information, however, calls continue to ring in. WE NEED THESE ANOYING CALLS TO STOP!!!!!!!!!!!! And, we want no further contact of any kind from Ross Darrow Kia... PERIOD! And we want it in writting, with a signature!

Desired Settlement: WE NEED THESE ANOYING CALLS TO STOP!!!!!!!!!!!! And, we want no further contact of any kind from Ross Darrow Kia... PERIOD! And we want it in writting, with a signature!

Business Response: I would like to apologize for the phone calls you have been receiving.  I have gone ahead and called the Car Research company to have your name blocked from all calls and your phone numbers deleted from the database.  Attached please find the reports generated after making this change in the system.  Again, I would like to apologize for this and will assure you that this will not happen again.  In the event you go to a Russ Darrow dealership in the future, please let the sales assistant know that you have a blocked account with the follow car research accounts.  ****** ******, ********* *********, ###-###-####

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 going to "Accept" this & close this compliant until I read this:  "****** ******, ********* *********, ###-###-####" ..... Please contact ****** ****** & advise her that "I DID tell Mr. ***** we did not want to be on any kind of list, PERIOD".  He was told that!  Perhaps he missed that during his training? 

 

Once you have advised ****** ******, you may close this compliant.  Thank you, for all your help.

Kind Regards,

*** & *** *******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I were at this dealership checking out autos when I witnessed very inappropriate behavior by the manager. While inside the dealership a salesman asked if he could assist me. He was very pleasant. I told him that my husband was checking out vehicles for our daughter and he should talk to my husband.The salesman then proceeded out the door, and I followed him into the car lot. I was right behind him when his manager yelled at this salesman and used very foul language. I thought that was very inappropriate and insensitive to act that way in front of a potential customer.I then followed the manager into his office and told him that I heard what he had said to his employee. I asked for his name and he would not give it to me. I followed him back out to the car lot and told him how terrible his verbal abuse was to his employee. I said that was no way to talk in public and he said that he was not in public but private.I would guess that the managers behavior is not an isolated incident and he should be confronted on how to interact with the people he directs.

Desired Settlement: I would like the manager's name in this incident and I think he owes an apology not only to me but to his salesman.

Business Response: After speaking with the dealership staff involved in the incident and speaking with the customer, I believe that this matter has been handled appropriately in-house.  I would like to express to the Mrs. ***** that this is not the way the dealership conducts buisness and I am sorry that you had to witness an inappropriate incident with dealership staff.  If there is any questions or concerns, please do not hesitate to contact me directly, ###-###-####.  ****** ** ******, Corporate Paralegal

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.  Thank you for your prompt attention to this matter.  I sincerely hope that in the future the sales manager respsonsible for his actions will think before he speaks so insensitively to his employee.Regards,

 

***** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May 2012 I test drove the car, the check engine light came on & the air conditioner ceased working. Upon returning the car the request was to fix these problems before I purchased the car & ******* ***** got the ok from his managers to take the car to Wilde Toyota for the repairs. Air conditioning is essential as I am pregnant. When I picked up the car & test drove it again the check engine light was off & they said they could not replicate the air conditioner malfunctioning. During my short drive it seemed to work ok however it was only In the 60's-70's outside so I did not let it run for a long period. By June when the weather had warmed up we noticed the air was not working. I called ******* ***** & told him of the problem & reminded him that having this fixed was part of the deal we made. He told me he had a managers meeting the next morning & he would mention it. His solution was then for me to make an appt with their service dept to have them look at it & repair free of charge. I also wanted them to look at the tires as the right front tire deflates almost once to twice a week. We had addressed this tire problem and the fact that the coolant light comes on at another visit to service within a week of purchasing the car and the tech told us that it was low because the engine is heavy & puts more weight on the front of the car.On July 5 I had an appt for the air conditioner repair & **** ********, ******* *****, another service member confirmed that I had the extended warranty on the car & advised me to go to Toyota for repair as it should be covered under warranty. I took it to Toyota who asked for the warranty name and phone #. I tried to reach ***** ****** at Russ Darrow numerous times regarding this info. After many attempts and messages I asked for someone else to assist me & was passed to a manager who told me ******** ******** through **** *** ***** *** *****. Toyota told me the warranty had expired nearly 70,000 miles ago through the last owner and repairs would exceed $1300.

Desired Settlement: The myriad of issues involving this car including others not mentioned in the complaint description leaves me wanting a refund on this car. I cannot afford the repairs that were promised to be fixed or that the window sticker told me were in working order. There is need to get a car immediately with working air conditioning as this summer heat is a health threat to me and my baby and has kept me from being able to drive to work resulting in lost wages.

Business Response: I am sorry that Ms. ******** is dissatisfied with our company.  Ms. ******** purchased a vehicle that was ten years old and had 164,000 miles.  Ms. ******** initially came into the dealership looking at a newer Mitsubishi Galant with less miles.  It was during this meeting that she found this 2002 Toyota Prius which was at a different Russ Darrow lot.  The vehicle was brought over for Ms. ******** to view.  She liked this vehicle over the previous vehicle and was told that there was no warranty that could be purchased for this vehicle as it is out of the year and mileage terms.  She liked this vehicle because of the mileage rating and decided to purchase this vehicle.  The vehicle was taken to Wilde Toyota as the service manager wanted Wilde Toyota to tell the customer that there was no warranty left on the vehicle.  The air conditioning was working when Ms. ******** left the lot as she stated in her complaint.  We cannot be held liable for anything that happens on a used, as-is, ten year old vehicle.  Mechanical failures can go at any time and at any mileage.  The statement that we would diagnose free of charge is correct.  The service manager waived the diagnostic fee of $99.95 plus tax.  Ms. ******** was told at that time that the air conditioning would exceed $1300.  I would be happy to try and help Ms. ******** trade out of her vehicle and into a newer vehicle with lower miles so a warranty could be purchased by her.  Should you have any questions, please feel free to contact me 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.]

In the response from Russ Darrow, it has been indicated that I initially was looking at a Mitsubishi Galant. This is an example of the unprofessionalism and negligence of customer service I have experienced with the company. I never looked at this vehicle and have no idea where this information is coming from. I very briefly looked at a Jeep before I decided to view the Prius, which ******* ***** was very eager to transport in from the other lot for me. Again, my main priority was a used vehicle with working air conditioning. I made this very clear to ******* ***** from the beginning. On the very first test drive, I noticed that the Check Engine light came on and the A/C button light began blinking. A quick reference with the vehicle manual stated that the blinking A/C light means a malfunction with the A/C system and that it needs to be serviced. I immediately brought this to *******'s attention on my return to the lot. After having the vehicle looked at, Russ Darrow technicians believed the issue to be related to an expired spark plug. I viewed the vehicle again and with only driving it for a few minutes, the A/C seemed to be working again. This simple fix left me a bit weary, but *******'s assurances that I was good to go enforced my decision to purchase the vehicle.

 

Never at any point was the expired warranty discussed, nor an offer to purchase one. In fact, the gentleman who processed my financing (***** ******) was in a hurry and even stated that he needed to "pick up his son to go to a movie". The entire closing process felt rushed and awkward. Issues such as the implications of the expired warranty, option for new warranty purchase, or if the vehicle was beyond any kind of warranty would have helped influence my decision. I believe this information was either kept from me, or not addressed out of haste and negligence.

 

After having the vehicle for a short while, the weather again warmed up and I began to use the A/C more frequently. It was then I noticed that after a few minutes of use, the A/C light began blinking again and it went out. Back to the dealership I went and with *******’s assurances the problem would be fixed. Finding that this was an issue which Russ Darrow’s technicians could not diagnose, my next option was to take it to an actual Toyota dealership. ******* ***** quickly assured me that any cost would be covered under warranty, which we know by now does not exist. I was even given a phone number to contact in order to file the actual warranty claim. This is an example of more inaccurate and misleading information on behalf of Russ Darrow staff.

 

After diagnosis by Wilde Toyota and an unplanned assessment cost, the actual issue was identified as a faulty compressor in the A/C system that would cost $1300 to repair.

 

Main issues I feel put this matter on Russ Darrow:

• Window sticker states that there is “No Air Conditioning System Problem” – Initial test drive proved this incorrect and Russ Darrow’s simple fix did not actually address the problem as the air conditioning needs to run for several minutes before it goes out. This offset occurrence has made it difficult to show that the problem was not actually fixed prior to purchase.

 

• In her response, ****** *. ****** states, “We cannot be held liable for anything that happens on a used, as-is, ten year old vehicle”. This does make sense, however, I argue the issue with the A/C was prevalent before purchase and that I was falsely lead to believe it had been fixed. Russ Darrow is liable for selling their vehicles as-is and according to the sticker, the A/C should have been functional.

 

I purpose that the matter be fairly addressed by way of one of the following:

 

• Russ Darrow agrees to service and repair the estimated $1300+ for A/C repair

 

or

 

• Russ Darrow trades the Prius in at a value no less than $6000 toward an alternate vehicle. 


Regards,

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

 

Business Response:

In response to Ms. ********'s continued complaint, Russ Darrow as a good will gesture agrees to pay for half of the A/C repair of $1300.  Once the repair is started, anything could happen due to the age of the vehicle.  Ms. ******** would be liable for any amount over te $1300 estimate and Russ Darrow would provide a 15% discount on any labor charge over the starting amount. 

As Ms. ******** previously stated the air did work and then a short time later it didn't.  If there was an issue with the air noticed by the customer, it should have been ran long enough to see if it did in fact work.  A vehicle of this year and mileage could have issues arise as soon as the vehicle is driven off of the lot.  Also, a vehicle of this year and with these miles are not eligible for a warranty.  If Ms. ******** felt that she needed a warranty for the vehicle she could have asked.  The finance manager would have quoted what was available for this vehicle if warrantable.  These questions could be asked of the sales person as well, not just the finance manager. 

The other resolution available to Ms. ******** would be that we would help her trade out of the vehicle.  The amount stated by Ms. ******** of $6,000 would have to be negotiated by her with the sales associate.  The value of the vehicle as a trade-in would be less than the purchase price of the vehicle.  This would be at any car lot, not just Russ Darrow. 

If Ms. ******** chooses one of the two options, please call ****** *. ******, ********* ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle on May 19, 2012 from Russ Darrow. On July 16 2012 my car started shaking, the engine light started blinking and the car stalls and there is knocking in the engine. I called Russ Darrow and made an appointment to have the vehicle inspected. I took the vehicle to the dealership on July 18 at 1:00 pm. I sat and waited until 4:40 pm for the diagnosis (the ignition coil needed to be replaced along with other maintenance issues that were listed) I was told that I had a warranty but in order for them to check on the warranty they needed to contact the warranty department. They never got ahold of anyone in that department so I paid 116 for the diagnosis and left. ( I needed to get my son). I then called and asked to speak with a manager because not only had I paid for the diagnosis but on top of paying an additional 2000 for my warranty I was told I'd need to pay a 250.00 deductible in order for them to repair my car that was barely 60 days old. I spoke with someone by the name of "***" who said to me in a sarcastic tone "obviously the car passed the inspection before we sold it, we cannot predict the future". I then asked for a general manager and was told he is as high as it goes. I then called corporate and was directed to speak with *** ********. Mr. ******** then said "the car wasn't brand new when you bought it" as if it is expected to have to make repairs on a car before you even make your first payment! I know that it is impossible to predict the future however is it not the dealership's responsibility to check the last time these things were maintenanced on a vehicle? There was absolutely no empathy, "sorry for the situation, I understand what you're feeling", just dry nasty attitudes.

Desired Settlement: I really would like the repair of the coil done. I understand the fee for the diagnosis but I don't feel that an ignition coil going out within 60 days of having the vehicle should be my responsibility. Especially after sitting in the lobby from 1-4:40, and then having to wait for them to "find the information needed" to locate my warranty.

Business Response: I am sorry that Ms. ***** is dissatisfied with our dealership.  I have spoken with the service department, reviewed the car deal and spoke with the warranty department.  Ms. ***** purchased a used as-is vehicle.  We are not always informed of the service history of a vehicle, nor can we be liable to check the service history or maintenance history on each vehicle.  The vehicle is safety inspected per Wisconsin regulations and any mechanical malfunction of a vehicle is the customers responsiblity.  The warranty may cover the repair, however, the diagnosis of the repair falls on the customer, not the warranty company.  When Ms. ***** purchased the warranty company there were different deductibles to choose from.  She picked the $250 per occurance deductible.  We are sorry that this happened so soon after purchasing the vehicle, but that is what the warranty is designed for, all unforseen mechanical failures on a as-is used vehicle made with no representations or warranties by Russ Darrow.  If Ms. ***** has any questions, please feel free to contact me.  ****** ** ******, *********

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 whom it may conern:

There are a few issues with your response,

1. I did not choose the warranty, it was explained to me that my manufacturer's warranty was expired because of the milage on the vehicle (which turned out to be false) and there were no other options explained as far as warranties you offered.

2. Had I known the truth about my warranty with GM I never would have brought the vehicle to Russ Darrow for service, I would have taken it to Chevrolet

3. The vehicle has an open recall for the exact repairs that Russ Darrow made me wait from 1:00 pm-4:40 pm to diagnose the problem.

4. It was simple for me to simply call Chevrolet, give them my VIN number and for them to tell me that I do have a warranty with them and there was an open recall. I don't understand why Russ Darrow was unable to find that information out.

I understand that I purchased a used car however that is not the service you expect from a dealership with an A+ rating for the BBB. There is a lot of things that don't seem quite right and then to offer poor customer service after the stress you have caused someone is sad. It is unfortunate that I was taken advantage of by this dealership. I will never purchase a car without my husband again. Unfortunately he is deployed defending our country so that Russ Darrow can continue to take advantage of consumers.

 

 

 

Regards,

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

 

Consumer Response:

To whom it may concern:

I did receive a call from the general manager only to be told I was being unreasonable and that it was not the dealerships responsibility to let the consumer know about recalls on vehicles or the manufacturers warranty. He then went on with an example of a BMW he purchased. He then stated "in your perfect world what do you want to happen". I explained that I would like my money back for the diagnosis and for consumers to know they way they go about selling used cars. Times are tough right now and most people are not looking to pay a car note and make repairs on a vehicle they just purchased. He then said well everyone will know, you made a complaint with the BBB. That was the end of the call. Not once did he offer an apology, I was not refunded for my diagnosis, it was truly poor service.

Business Response:

I have reviewed Ms. *****'s response and respond as follows.  Attached please find a copy of the warranty contract which states a $250 deductible.  There was also a $0, $50 and $100 deductible available.  I cannot give an explanation as to why the $250 deductible was chosen since I was not there at the time of the transaction.  I can say most deductibles are chosen based on the price of the warranty.  The higher the deductible the lower the contract costs.  As for the recall issues, a Chevrolet dealership would have looked up to see or would have known if there were any open recalls on the vehicle.  As the Russ Darrow Waukesha Kia dealership would have known or looked up open recalls on any Kia vehicle.  Vehicles with service issues are not routinely looked up for any open recalls.  The manufacture sends these notices out to consumers.  If Ms. ***** knew of the open recalls, she should have brought this up to the service advisor at that time.  Also, as stated previously, the diagnosis fee is never covered under any type of aftermarket warranty.  That is the customer’s responsibility.  The actual repair is under the deductible amount so Ms. ***** would be liable for the entire repair as it does not meet the deductible of $250.  I would extend a 15% discount on labor to Ms. ***** if she would like to have the service completed.  ****** ** ******, *********, ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/24/2012 Billing/Collection Issues | Complaint Details Unavailable
8/30/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Monday April 30, 2012, I drove to Russ Darrow in ******** in a rental car due to my personal vehicle breaking down over the weekend. My vehicle was towed to ***** ****** and Repair in ******. My experience with the Russ Darrow group was nothing short of feeling taken advantage of as a first time car consumer. Although the staff did work with me even though I had poor credit, they offered me a vehicle at the original price instead of the sales price which was in the vehicle thus giving them $5000.00 to offer me for my inoperable vehicle as a trade in. So essentially they will receive my vehicle free. Although, I can accept this as part of the "joy" of working with sales persons that is not the worst of this situation. After accepting the price, I asked my sales person, *** **********, if I needed to get my vehicle towed from ****** to ******** since I'm trading it in. He responded by saying Russ Darrow would take care of the tow. While waiting for my paperwork to be completed for my new vehicle, I asked on two separate occasions if he was sure they would be taking care of towing my vehicle. *** responded, "we will take care of it". I called ***** to inform them that Russ Darrow would be picking the car up. On Thursday I received a phone call from ***** stating my vehicle was not picked up. On Saturday, I phoned Russ Darrow and *** stated that his general manager said it was my car so I needed to get it towed. I hadn't planned on this expense and so i did not have $200 to pay for the Tow. Needless to say, a storage charge of $475 accumulated as I spoke with the financial officer, **** trying to explain my problem with paying for storage. I told him that *** stated they would take care of the tow either Tuesday or Wednesday. If they would have followed through with what they said they were going to do, I wouldn't have been charged the storage fees for 19 days of storage. *** had no response except to say that Russ Darrow would pay for my trade in to be towed but I needed to pay the storage costs

Desired Settlement: $350.00 refund for storage plus $100.00 for all the stress and anxiety I went through after buying a vehicle from them.

Business Response: We are sorry if there was some miscommunication with Ms ***** regarding the towing of her vehicle.  We did pay for the towing of her inoperable vehicle to our dealership.  However, we cannot be responsible for storage charges.  We did find her a vehicle to purchase.  We again are sincerely sorry that she is dissatisfied with our company. Should you have any further questions, please call me at ###-###-####. 

Thank you. 
Dottie Feest

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.]

My reasoning for rejecting their response is simple. Although Russ Darrow did end up towing the inoperable vehicle after 19 days of storage charges, the point is had they towed it after the sale oF my new vehicle there would have been NO storage charge. It wasn't a miscommunication that caused this dispute but simply Russ Darrow not following through with what their sales person said they were going to do. As a result I am out $350 dollars.

Regards,

Christina Brown

 

 

Business Response: We have paid out towing and storage on behalf of Ms. *****.  Ms. ***** had the car towed into ***** Repair & Towing  on April 27th, she was told that there was a hole in the engine on April 30th.  There was a $40 diagnosis fee for this.  Due to Ms. ***** not informing ***** Towing and Repair that she was not going to pick up the vehicle, that Russ Darrow was suppose to, they started charging storage.  At no time was storage a part of the deal with our dealership.  The towing was going to be paid by us.  By the time Ms. ***** went to the ***** to pay the diagnosis fee there was 24 days of storage owed.  On May 21st she went and paid the outstanding bill which included the diagnosis fee.  On May 25th we sent a tow truck to ***** and were informed that the keys were taken by a friend of Ms. *****'s on May 21st.  We could not pick up the vehicle on that date.  We were called by ***** and notified that on May 29th the keys were back with the vehicle and that we could go ahead and take possession of the car.  The tow truck got to ***** and we were notified that there was an additional $200 in storage fees owed on the vehicle.  This was not told to us by Ms. *****.  The tow truck driver drove to our dealership and was provided a check in order to pay the outstanding storage fees.  As a result, we incurred a large tow bill totaling $280.  In all, we are out $480 instead of the original $75 contracted tow rate with the company.  We feel that given the amount we are out above the tow bill as originally agreed to, we should not be made responsible for an additional storage and diagnosis bill or pain and suffering.  On a seperate note, as of todays date we are still not in receipt of the title to the trade in vehicle as it was not in the glove compartment where Ms. ***** stated it would be.  We are working with her on this, however, it should have been made available on the date of the transaction or within 24 hours of the transaction.  I am sorry that Ms. ***** feels dissatisfied with our company, but we have done everything we were suppose to do.  If she has any questions, please feel free to contact me at ###-###-####. 

Thank you,
Ni**** ** ******, Paralegal.

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.


Regards,

 ********* *****

 

 It is apparent that the paralegal who is responding to my complaint has not been involved in my situation from the the start. The fact of the matter is I have been in constant contact with ***** Towing from the beginning. The statement that I did not inform them Russ Darrow was picking the car up was false, completely false. I spoke with *** on the 30th after the sales employee from Russ Darrow, ***, Told me for the third time that Russ Darrow would be picking up the car on Tuesday May 1 or Wednesday May 2. The bottom line is had Russ Darrow picked the vehicle up then there would have been NO storage fee. 

***** Towing called me on May 3 to tell me the car had not been picked up yet. I called Russ Darrow on the 5th to find out why the car hadn't been picked u. *** informed me that phone call that Russ Darrow would not be Towing the car. I spoke with ***** Towing shortly after and informed them. I spent the next week trying to come up with 280 dollars to tow the vehicle but it never felt right to me as Russ Darrow had said THEY would tow the vehicle from the beginning. I contacted *** in finance several times in the week of May 14th trying to resolve this issue. It wasn't until May 18th that *** finally said Russ Darrow would pay the Towing but not the storage fee. Again THERE WOULD NOT HAVE BEEN ANY STORAGE FEE had Russ Darrow followed through with what they said they would do to begin with.

On the 21st of MAY, a 350 dollar storage fee was paid by me to ***** Towing. Russ Darrow was notified immediately after that the fee was paid. Russ Darrow let the car sit there a week prior to trying to pick up the car on the 25th of May. I spoke with *** in finance at Russ Darrow on the 25th who told me ***** did not have a key so they were not sending a truck that day. The paralegal stated a tow truck was sent on the 25th of May. Yet again, she made a false statement. 

I took the spare key back to ***** on the 29th of May-due to the shop being closed the holiday weekend. I spoke with the owner of ***** Towing who said they hadn't heard anything from Russ Darrow about a pick up being scheduled. It was then she stated additional storage would be charged since I paid my part on the 21st of May. I called Russ Darrow on the 29th of May and told them the key was there. *** from Russ Darrow called me on June 4th telling me they needed the car and title. Obviously this call confused me and informed me that the car still had not been picked up yet. I called *** back and was informed he didn't know about everything that had happened the past 2 weeks. I informed him on that day that I thought the title was in the car which was locked the time it was at Beres. Unfortunately it was not in the vehicle as I had checked during my visit on the 29th of May. He told me that day if I brought in 25 dollars, they would get a replacement title and call me to sign it when they received the title. On the 7th of May I stopped in Russ Darrow and handed them the 25 dollars to order a replacement title. 

Again, the paralegal that responded neglected to add that the storage fees that accumulated since the 21st of May were entirely the responsibility of Russ Darrow as again they did not follow through with picking the car up. I communicated with everyone involved and took care of the storage fee from the 7th until the 21st of May, which I will add one more time shouldn't have needed to be paid to begin with.

I received an email from ****** *****, paralegal for Russ Darrow, around the 14th of June stating that she was the contact from this point on and they needed the title. I responded immediately stating I dropped off 25 dollars at Russ Darrow the week before to get a duplicate title. She informed me that they can't do that unless they have a signed release from me. I agreed to get a duplicate title myself and drop it off to her if she gave me the 25 dollars back during the time of the transaction. She agreed.

 So yet again, her recent response to my complaint has false information and accusations that try to hide the problems on Russ Darrows part during the past 8 weeks. Regardless of what they paid out, I am entitled to what I asked in the original complaint. It was Russ Darrow Waukesha that made statements they did not follow through on. This has been the worst car purchasing experience of my life and has caused me to borrow money, which I didn't have, because of Russ Darrow ********. The stress this has caused me has been unnecessary and a result of Russ Darrows incompetence during this transaction.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/30/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Thursday 3/22/12 my wife and I purchased a new *** *****. There was a $500 gas card promotion going on at that time. My wife and I knew about the promotion and were going to say something when we were all said and done purchasing the car. We were there from about 12:45 tell right around 5pm or just after. Out son gets done with school at 3 pm and ended up having to have a neighbor watch him tell we could get home. We were in a rush to leave and ended up forgetting to ask about the card in the hurry to get home to our son. I remembered about the gas card on Wednesday driving home when I heard the ad on the radio again. On Thursday I called to speak with the dealership on the issue and got the run around. On Friday I called back and spoke to ****, B*** told me that if it wasnt on the "we owe" form they didnt owe it to us. I called back and spoke to someone else who didnt give a name but answered ****s phone. I explained to him that that the we owe form was explained to us as: a form saying that we(my wife and I) did not owe any money to them for having anything done to the car such as an aftermarket spoiler, window tinting, or prepaying for auto maintenance that wouldnt be financed. The person who told us that never said that it was for if they owed us anything. Otherwise I would like to think my wife or I would have remembered at that time to mention the gas card. Also on my motor vehicle purchase contract under other conditions of sale it includes the words "includes all incentives and promotions so by the contract saying that I would assume that even because the two of us forgot to say something at that time the gas card would still be included otherwise that would breach the contract because we did not receive "all incentives and promotions. after trying to recieve a gas card for several weeks i got nowhere. even though the ad clearly states $500 with the purchas of a new kia without any conditions or anything else on the add.

Desired Settlement: i would like to recieve the $500 gas card we deserve

Business Response: We are sincerely sorry that Mrs. ****** is not happy with our dealership.  When a customer purchases a vehicle there is a document called a "We Owe" and on that document anything that is owed the customer is on that form.  There is not a gas card listed on her form.  Also quite often the customer uses the gas card promotion as a discount on their vehicle.  The gas card is also listed on the customer's contract, it is not on Mrs. Kunick's contract.  We are again sorry but we are unable to give her a gas cards.  Should she have any further questions, please contact me at ###-###-####.  Thank 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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

 ***** ******

The we owe form was not explained to me in the way they have stated. It was explained as if we bought something that they didnt have they would owe it to us when they got it in.  when a compainy has a deal they should be kind enough to inform there costomers of the deal. They did not say a word about it.  I am very displeased and will NEVER go to another russ darrow and i WILL tell my friends and family to nerver go there.

Regards,

***** ******

 

 

BBB's Final Determination: Complaint was settled through BBB mediation

8/25/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: June 25, 2012 ***** ********** ******* **** ***********, ** 53575Russ Darrow KiaAttn: ** *****, ******* *********** Odana RoadMadison, WI 53719Dear Mr. *****,On Tuesday night, April 24th, I stopped at Russ Darrow Kia and I saw a Honda for $9,000 which seemed like a reasonable situation to me. I waved down *** ****** and explained to him that I have this car and I wanted a mini van again. I told him this looked like a nice used van. My car was in working condition.*** ****** took down information about my car and went to a supervisor numerous times to see what he could make work. *** told me they could give me $4,500 for my vehicle, but because I still owed $10,000 on the car, he told me I couldnt get the Honda. That was not an option! He then advised me to look at getting a newer used Kia because of current rebates available. He showed me the 2009 Sedona Kia. It did not have a window sticker. I did take it on a test drive, but I had to leave because it was closing time. I told them I would be back tomorrow.When I got home, I talked to my dad and told him that I had went to look for a different vehicle. He asked me, How much was the sticker price and did they show you CARFAX? I didnt know what CARFAX was and there was no window sticker as *** ****** already knew. The next morning, on April 25th, I got there at 10:30 a.m. I didnt leave until 8:00 P.M. that night!!! During those 9 1/2 hours, I waited a lot!!! I sat at *** ****** desk. I did not feel like I was being informed of what was going on!What I do remember being told was that they would give me roughly $10,000 for my car even though earlier they told me it was only worth $4,500.The exact amount of money, $10,556.48, I owed for the loan was close to the presented trade-in value of the car, $10,950.00. After four more hours of waiting, I was told that I needed a list of information to prove I qualified for a loan. I was told I couldnt take my own vehicle. At *** ****** request, I took the van which was out of gas. When I returned, it was around 3:30. They continued to request information. I provided it through printouts of my on-line accounts.I finally met with *******, the ******* *******, eight hours after I first stepped into the dealership that morning! I still had no idea how much the van cost. ******* flew through the paperwork. I didnt even know what the interest rate was to my loan or the name of the company. The facts were not explained to me. After rushing through, being told to sign here, initial here, without explaining the paperwork, ******* became upset when he realized there was no window sticker. After consulting other coworkers, it was evident that there was no window sticker. He requested someone make one up! I still was not presented any CARFAX. However, once I was home, I discovered it in the back storage of the vehicle. These are two very important legal items that were not available at the time of purchase. *** ****** did not go through any of the paperwork with me.I was also told that I needed $2,000.00 down. I didnt have the money but they said I could postdate a check. I had to take it from my retirement. They knew that from the beginning! They said they would give me 30 days. The check was cashed the next week. I ended up paying three overdraft charges of $22.00 a piece. On the fourth attempt, the retirement check was deposited and the money was there as promised.The van your company sold me was worth $21,729.94. There were no rebates given as previously offered. As a result of this letter, I need your company to buy back the van at the original price I bought it for. In addition, I want the $2,000 back for my down payment. You told me my car was worth $4,500. I would like this amount or a dependable used vehicle of this price, as well.If you choose to not comply to the above requests, I will take this matter to the Better Business Bureau, I will also make sure the News 27 investigation team will be notified, and I will inform local newspapers of your unethical behavior. Id like this to be taken care of today. However, if you choose to not adhere to my requests stated above, I will follow through and report this incident to the organizations mentioned above.Sincerely, ***** ******* June 27, 2012Dear Mr.*****,After we met with you on Monday, June 25th, you told me that everything I asked for in the letter above would be given to me within a couple of days. Today, I called you and your reply was, Im still waiting to hear from corporate. This is going to take some time. When we know, we will call you or try to give me a call next Wednesday (which is the 4th of July).I hope this matter can be settled as soon as possible.Sincerely,***** *******

Desired Settlement: As a result of this letter, I need your company to buy back the van at the original price I bought it for. In addition, I want the $2,000 back for my down payment. You told me my car was worth $4,500. I would like this amount or a dependable used vehicle of this price, as well.

Business Response:

After discussing this matter with Ms. ******* at great length, I am able to offer her a $22 check for refund of the overdraft fees her account incurred as a result of putting the check through early.  I also told Ms. ******* that there is documentation in the file which has her signature on stating what the terms of the loan is and what options she would have available if she wanted to upgrade her warranty.  If no warranty had been chosen, the stated amount financed, base payment, term and APR would stay the same.  She chose to upgrade to the Economy protection which includes a service contract and GAP coverage.  She signed in the box and circles the payment.  She also signed this form stating she wanted these coverage’s.  (attached to this response)  As for the safety disclosure or window sticker, there is a signed copy dated for the date of the deal, April 25, 2012.  (attached to this response)  As for the Carfax, these documents are given to the customer as a courtesy, there is no law that states we must provide these to the customer.  However, one was in the vehicle at the time of purchase for her review.  I am sorry that Ms. ******* is dissatisfied with our company.  If Ms. ******* would like to try and trade into a vehicle with a lower payment, we can try and help her with this.  ****** ** ******, *********.  262-250-9600.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/25/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Back in July 22, 2011, we came in at russ darrow car dealer group in wauwatosa branch to look for a car and we found the car we like KIA Soul 2011 and purchase it at the same day. At that day the ***** *** and woman didn't spend time to disclose everything to us, not even aware about the extended warranty and the Gap insurance after one year we plan to sell the car to our friend and we found out that they added the extended warranty and the Gap insurance and the retail price of the car was fraud. We tried to go to the office and asked why is our loan amount was a lot bigger than the car price? and we found out all these. We talk to the finance ******* he cancel the extended warranty and the Gap insurance since we didn't need all those extra for our car. He supposed to get some information (contract sale) from the corporate office and its been two weeks he didn't let us know if he has all the information that we need and he is very hard person to contact never answer our phone or return a call. We called last Monday to set up an appointment and talk to his co worker and he said he will leave a not for him, and mention that the******* ******* will be there Thursday till 9pm but when we get their at 5pm he was gone already and didn't even get a chance to talk to him. We tried to talk to the***** ******* but he cant help us. We chat for a while and in my understanding they been having this type of issue since last year, and told us if we want some refund aside from the warranty it is impossible for us to get that,,, and that's what we want to get a refund they need to settle this loan amount with the Fifth Third Bank, because this is a fraud price. Now it seems like they don't
 want to take our phone call and don't want to deal with us. We still have the window sticker for this car and I believe this is a formal proof that everything is fraud.

Desired Settlement: We want them to settle this loan amount with the Fifth and third Bank as soon as possible. If they wont do anything with this we will sue them for all of these. Fraud advertising , Our time going to the office calling them and didn't even an answer to our phone call or call us back, the hassles and stress dealing with all this. We need to get a copy of the sales contract as well.

Business Response: After speaking with******** ****** as well as the "****** ******" ****, I believe the family understands that there is nothing Russ Darrow can do about their current situation.  The vehicle purchase took place in July of 2011.  The customer states that the amount they financed was over the sticker amount and more than they agreed to and they should be refunded because of this.  However, attached please find two documents wherein Mr. ****** acknowledged by signature, the price of the vehicle being $23,787, in addition to the standard Purchase contract and Finance Contract.  I did inform both ******** and **** that there were warranties purchased with the vehicle that can be cancelled and applied to the Fifth Third Bank loan thereby reducing the balance owed by approximately $3,000.  If this something they would like me to do on their behalf, please call me directly at 262-250-9600.  ****** *. ******,*********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In Spring 2012 I called Russ Darrow office in Madison to request they stop sending me junk mail. They said they would. However, today (7/18/2012) I got jumk mail from them again.

Desired Settlement: I request they stop sending me junk mail.

Business Response: I am sorry that Mr. ***** has been receiving unwanted mail from our dealerships.  I can assure you that I have put Mr. ***** on our do not mail list, however, I cannot be certain that he will not receive mail from us as we purchase mailing lists from outside sources and if his name is notated on these lists, we cannot stop them from going out.  For the intercompany mail that is mailed to past customers, his name has been removed.  I was told that if Mr. ***** is on the Do Not Mail list in Wisconsin that the third partys providing the list would not have his information, but we have no control over this.  If Mr. ***** has any further questions, feel free to contact me directly at 262-250-9600.  ****** *.******, *********

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.

How do I get on the Do Not Mail list in Wisconsin that ****** *. ****** refers to?

Regards,

***** *****

 

 

Business Response:

I have provided ***** with the following information:

http://www.ftc.gov/bcp/edu/pubs/consumer/alerts    This is the Federal Trade Commission Website.  There are two options to opt out for, i.e. 5 years or lifetime. 

***** did call and we spoke about this and he was going to look into this further.  I believe that this matter has been resolved between us.  ****** *. ******, ********* 262-250-9600

 

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,

 

 

***** *****

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a car from Russ Darrow. I spent 9 hours total in the dealership on two seperate days. The purchase price of the vehicle was supposed to be 17106.00 This was the online price which is what we agreed upon. They rushed me through the paperwork because I was at the dealer so long(5 hours). When I got home and looked at the paperwork again, they charged me 18150 for the vehicle. I called to remedy the situation immediatly, however i recieved no return calls or emails. I attempted to call the finance dept 4 times, and sent over 10 emails with no response. I have a copy of their sales ad showing the price of the vehicle, which I included in my emails to them. I did not get a response back. The name was ***** ******. Thank you for your assistance on this matter.

Desired Settlement: refund to make the sale the correct amount.

Business Response: In reviewing the file and the automated pricing guide we utilize on all vehicles, attached please find the pricing guide history through the date of vehicle purchase.  Please note the purchase date of the vehicle was July 28, 2012.  As of July 30, 2012 at 2:02 p.m. the price on the vehicle was $17886.00.  However, what is not notated on the attached pricing sheet, on July 30, 2012 at 5:00 p.m. the system did an automated change with a new price of $17,109.  This was 2 full days after the contracts were signed by Mr. ****.  He would be accurate in saying that the price changed by the time he looked at his contract and initiated communication with the dealership on the following Monday, July 30th.  However as stated previously, the online price of the vehicle at the time of purchase was $17886, plus the service fee (this is charged on every vehicle sold by a Russ Darrow Dealership) of $299 which equals the total sale price of $18185.00.  I am sorry Mr. **** feels dissatisfied with our company, however, he did receive the online sale price at the time he purchased the vehicle.  If you have any questions, please feel free to call me directly at 262-250-9600.  ****** *. ******, ********* *********

Consumer Response:

I have recieved the info from Russ Darrow. Her explanation was helpful in making sure everything was done correctly. My complaint could have been avoided if the dealership would have called me and talked me through it. It was their lack of communication which caused this situation. I dont think there is anything further at this point.

Regards,

 

**** ****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2012 Advertising/Sales Issues | Complaint Details Unavailable
8/5/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received an advertisement in our US Mail for a car sale at this dealership. We went to see a car featured in the advertisement. A *********** met us in the driveway and directed us to a parking space in the car lot. Upon hearing we were considering a purchase of a car during their sale, he led us into the showroom. Before he would let us look or assist us in looking for a car, he asked for and we gave him much information such as: what our occupations were, what we did before we retired, how long we worked and where, how long we have been retired,previous and current address, birthdates, photocopies of our drivers lisences and our social security numbers. We looked at some cars, road tested two cars and left without making a purchase. After we left the dealership, we realized we had provided information we should not have. The next day, my husband went back to the dealership and asked for the form the ******** had filled out with our personal information. He told the person we were not comfortable having left that information with them. The person he spoke to refused to give my husband the form, saying we had signed the form, giving them permission to keep our information for seven years. My husband left without retrieving our informtation. We have had no further contact.

Desired Settlement: We want the form back and any informtaion supplied on the form(s) deleted from all of their records. We want a list of any persons or places they may have given/sold/shared the information. We need help to know what else if anything we can do to protect ourselves from identity theft stemming from this incident.

Consumer Response: From:*** ******** [mailto:**********************]
Sent: Monday, July 16, 2012 2:54 PM
To: Complaints
Subject: Re: You have a new message from the BBB of Wisconsin We have no receipt, we didn't buy anything.  We have no contract.  We are just objecting that they collected all our information.

Consumer Response: Hello,In your email earlier today you asked me to inform you if I received any contact from Russ Darrow.  One of their attorneys telephoned me this afternoon and asked what information I wanted.  I asked for all our information they have in their files and any copies of our information.  She said she would send them to me.Thanks,*** ********

Business Response: I am sorry for the miscommunication Mr. & Mrs. ******** received from our dealership.  I contacted our dealership and explained the situation and they were aware of the matter.  The dealership staff is informed that upon a customer looking to potentially test drive a vehicle, all personal information as well as a copy of the driver’s license must be given to dealership staff.  This is a rule set in place through our insurance company.  The information is normally put into our system and a credit bureau is pulled to assure that the customer has ample credit to obtain financing and also to make sure that the customer is not in a current bankruptcy.  This is why Mr. ********** was told that they could not give the information to the customer as the dealership would need to keep the back up documentation on file for 7 years.  Due to an unknown reason, the credit was never ran for this customer.  Since the credit was not ran and this event happened in June 2012, the folder with this information was shredded by dealership staff at the end of the month, as is customary if a credit bureau is not ran.  I do not have any documentation left to provide back to Ms. ********.  I would like to also point out that Russ Darrow dealerships do not sell any customer information to any outside party.  If you have any questions or concerns, please feel free to contact me directly at 262-250-9600.  ****** *. ******, *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ***** **********. In February 2012, I totalled my vehicle in a car accident. Since the insurance company did not pay off the remainding balance of my car loan at Marine Credit Union, I was left with $2,300.00 in negative equity. This made it very hard for me to get approved for a car loan through my bank. I called Russ Darrow Kia of Fond du Lac and ended up talking to a car ******** named ***** (whom no longer works there) about my situation. I stressed how important it was to me to combine my current loan with the new car loan. I am a working full time student that cannot afford two car payments, rent, along with other bills and expenses. ***** told me that there would be limited cars for me to choose from, but I could buy a car on sale and add my negative equity. This way, I no longer have the negative equity. On March 31, 2012, my *******, **** ********** came with me to purchase a vehicle. Originally **** was going to co-sign for me, but ended up purchasing the vehicle even though I am the one making the payments. Several times I made it very clear that I was there because they said they would combine the two car loans. That day **** purchased a 2008 Saturn Aura. Our finance person, *** told us, after we asked several times, "Was the loan from the credit union added on?" and he said, "Yes, it would be paid off once the loan was accepted from the bank." After weeks of waiting, the loan still wasn't paid. I called ***, and he said PNC bank will pay the loan soon. **** spoke with PNC bank and they said they cut only one check to Russ Darrow for the purchase price of $20, 654.90. There was no check sent to Marine Credit Union for the loan amount that was due to them. **** talked to the *******, **** ****** whom said it wasn't in the contract for them to pay my negative equity. Not only was I conned an scammed into buying this car, I was lied to after the purchase. The worst part is that what I wanted isn't even a policy, and wouldn't have been able to be done in the first place.

Desired Settlement: I would like Russ Darrow Kia of Fond du Lac to honor what they had originally told me. They need to pay my Marine Credit Union car loan amount of $2,300.00. Russ Darrow Kia needs to be held accountable for their actions. Lying and misleading customers is not how you are supposed to run a business.

Business Response: We are sorry that there was miscommunication with the payoff balance on Ms. ************ previous vehicle loan outstanding with Marine Credit Union.  After reviewing the file for the purchase of the 2008 Saturn Aura by her brother, ****, and speaking with the dealership staff, there was no indication of a payoff for a outstanding loan.  Also, it should be noted that without a trade in vehicle, the payoff for the loan would not have been able to be added in on the new loan.  A trade in must be notated in the purchase contract in order to include a payoff balance.  Also, the loan is in ****'s name only and because of this, we would be unable to payoff a loan that was not in his name.    Between all of the paperwork signed on the date of sale, even though Ms. ********** says she asked that the payoff was included, no where on any documents did it state there was a payoff.   It is the customers duty to review all contracts before signing. Again I am sorry that Ms. ********** is dissatisfied with our company. We would be willing to try and trade her out of her vehicle and into another vehicle and speak with the lending bank to see if they would allow the inclusion of a loan payoff without the existence of a trade-in. Thank you, ****** *. ******, *********.  For questions, you may contact me at 262-250-9600.

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 Kia claims they have talked to the dealership staff. The two people they need to speak two about this would be two men by the names of*** (the******* *******) and ***** (the *** ********, who is no longer employed there). When signing the contract we asked several times if the loan through Marine Credit Union was going to get paid off, and *** assured us that it was in the contract. When people sign contracts, they trust that when the finance officer explains what they are signing, that he or she is telling the truth. On this case *** was misleading us. Russ Darrow Kia says that it is the customers duty to review the contract. It's the businesses duty not to scam and lie to people. Even after we made the purchase, I called to question *** why my loan at Marine Credit Union wasn't paid off yet, and he told me it takes a while. He said that PNC Bank has to approve the Saturn Aura car loan through them, then they will take care of my previous loan. He then told me he would call me back, and he never did. We didn't know the truth until we wrote a letter to the ***** ******* like I had stated previously in my first email. Russ Darrow Kia would have wanted to speak to is my *** ******** whom doesn't even work there anymore, so talking to anyone else working but *** is irrelevant. Like I had also stated previously, they conned us into thinking that I didn't need to trade in a vehicle. *****, the *** ********, had guaranteed it. Now, Russ Darrow is saying that they would be willing to try and trade me out of my vehicle and into another vehicle and speak with the lending bank to see if they would allow the inclusion of a loan payoff without the existence on a trade-in. I had purchased a warranty which was put onto the loan through PNC bank, so the Saturn Aura won't be worth as much when I trade it in. So now I am going to have to get a different car, add on the extra money from the Saturn Aura, pay for a warranty I only used for a few months, and have to pay off my loan at Marine Credit Union that I was mislead into thinking was a part of the total price of the Saturn Aura in the first place. This doesn't sound fair to me.

Regards,

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

 

 

Business Response: I am sorry that Ms. ********** does not agree with my resolution, however, it is the customers duty to read the contracts and make sure that that contracts are in line with what is agreed upon in the negotiation process.  Again, a vehicle payoff can not be put into a loan if the person is not on the contract.  Another person cannot assume the negative balance for another persons loan.  Had Ms. ********** been on the financing for the new vehicle, the bank may or may not have allowed the inclusion of the payoff on a totaled vehicle.  I am still able to try and help Ms. ********** trade out of the vehicle.  The warranty that was bought with the vehicle can be cancelled and the refund amount could be used as a down payment for the new vehicle, thereby allowing for the negative equity to be included in the new contract.  Again I am sorry for the miscommunication, and if Ms. ********** would like to try and trade, please feel free to contact me directly at 262-250-9600.  ****** ** ******, *********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Kia of Appleton was advertising during the month of June that anyone who went for a test drive would receive 4 free Mt Olympus tickets. On Thursday /28/2012 we took two vehicles for a test drive. They failed to provide us with the paperwork to obtain the tickets. Then on Friday 6/29/2012 when they called us to try and sell us the vehicle, we called them out of it. The ******** avoided the question. We went back to the dealership, on the way we heard the advertisement again. Come to find out that they are no longer giving away the tickets. First it would have been nice for us to be informed of such when we first came into the dealership on 6/28/2012. Second when we then directly asked about the tickets, the ******** ignored the question. Third, we went back to the dealership, and directly asked for the tickets, the ******** told us he would get them for us. After we walked out of the dealership with no sale (with no tickets or paperwork), they called. We explained we no longer trusted them and provided the example of the tickets. THEN the ******** called back (so that is four previous conversations) and explained the tickets had to be used by Sunday (yes it is still Friday) and he couldn't provide them to us. On the sixth call the ******** offered movie tickets, but made it clear that it wasn't for our test drive on Thursday, that we would only receive the tickets if we purchased the vehicle through them. So isn't that false advertisement?

Desired Settlement: We would like to receive the 4 Mt Olympus tickets that are still being advertised for our test drive on Thursday 6/28/2012

Business Response: I'm sorry that Ms.****** went into the dealership with the intentions on receiving Mount Olympus Water Park Passes for a test drive.  The advertising was "while supplies last".  The waterpark passes were issued to customers who performed a test drive as Ms. ****** did, however as of the 28th of June, the passes were gone.  The promotion ran for the entire month and was cancelled with the local radio and the newspaper advertisement as of June 23rd.  For customer good will, I would provide a free oil change at any Russ Darrow dealership.  If you would like the free oil change, please contact me at ************* ****** ** ******, *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased my vehicle 1 year ago from Russ darrow, with a trade in ( 1996 ***** ******). They gave me a carfax on the vehicle. When I purchased the vehicle I purchase it with my taxes with a limited amout of money. The sales person told me that i had keyless entry with the car and I did not recieve the remotes, that was one of the issues. I could not afford to buy a warranty because I was not working. I expected that they would fix these cars before they sold them even though they are used vehicles. I had to call 2 months later to get the remotes which were dodge remotes to a ram. I had to call a manager and then eventually was told I would have to pay for new remotes at 150.00. Thankfully I talked to someone else and I got the correct remote and they programmed it for free. I then went on April of 2012 to go and get a oil change and was told I needed a 3,000 miles check and paid 69.00 for a check up. I then was giving 1700 dollar list of things wrong with my car at which I had only had for a 1 year. I needed engine mounts, tie rods, steering racks, alignments. I cant beleive all of this. When I called back to talk to a used car manager he just told me that I should have had a warranty and that whatever the repair service dept is willing to do then that is all he can do. I am unemployed and need my vehicle. I know Russ Darrow knew that the steering rack was going out on this 2004 ** *******. I am very unhappy and would not recommend anyone to go to them. I am not experiencing my fog lights not going off. I called Russ Darrow and they made a guess over the phone and told me that it could possibly be my steering column and that would cost me 400.00 dollars. Im disgusted at this point. I really dont know what is going to come from this but I am not a happy customer and as I do my research I am also not a fan of the chrysler ** ********. I have not gotten any sympathy or help from the manager of this dealership. So now I am coning to you for help.

Desired Settlement: I would for Russ Darrow to fix the steering rack and also my fog lights, they say it maybe electrical. The steering rack costs 965.00.

Business Response: I have reviewed Mr. ******** complaint with Mr. ***** ******, ******* *** **** *****, ***** *******.   Ms. ****** has had her vehicle for over one year and quite often repairs are needed after a period of time.   This vehicle is a 2004** ******.  We can trade Ms. ****** out of the vehicle or we will discount the repairs for her. Mr. ****** will contact her.   We are sincerely sorry that Ms. ****** is unhappy with our company, should you have any further questions, call Mr. ***** ******.

Consumer Response: Hi
****** ****** emailing you back about my claim with my 2004 ** ******* with Russ Darrow. I am emailing to ask what is my next step if I feel I am getting the run around with Russ Darrow. I got a call from the new ******* ***** ****** & he was trying to apeez me as he says. But it seems I feel I don't know if my needs will be met. So what is your advice?****** ******

Business Response: I have reviewed the complaint and have once again found that Ms. ****** purchased a 2004 ** ******* in 2011.  This is a 7 year old vehicle with very low mileage at the time of purchase.  Ms. ****** was given the oppurtunity to purchase an extended warranty as this is a used vehicle, sold as-is with no warranties or representations.  Ms. ****** declined to purchase the warranty at that time.  I am willing to extend the Platinum 12 month coverage warranty with a $100 deductible per occurance at cost to Ms.******.  This would total $1921.  This product is able to be financed over a period of 12 months at zero (0%) interest, which would be a $160.08 payment per month.  All issues would be potentially covered under this bumper to bumper protection.  If this is unacceptable to Ms. ******, I would again offer to help trade Ms. ****** into another vehicle of her choosing or we can again offer a discount on the repairs that are needed.  If you have any questions, please feel free to contact mr at 262-250-9600.  ****** *. ************, *********

Consumer Response: Hi ******** ********, I cant afford the warranty, i am working partime at 3 days a week &***** ****** knows this with 2 children and no child support. I didnt buy a warranty at the time of purchase because I had only enough to purchase the vehicle. When I tried to trade out my vehicle, all the vehicles were not at the same  mileage as my vehicle. The mileage was high and the vehicles did not have the same accessories as mine has. I am not going to trade out a vehicle that is worse off as mine. They disappointed me, they didnt offer me any help. they wanted me to spend more money which I dont have.  Sincerely  ****** ******

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,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were at the dealership looking at vehicles, being serviced and helped by a *********** named *****, we believe that was her name. She was very friendly and helpful, showing us a Dodge Journey inside the showroom. She wanted us to see the features, and told us to turn on the vehicle to see them. We had the car running and out of nowhere, a different ********, an elderly gentleman wearing a yellow jacket came in and yelled at us for having the car running. We then turned it off told***** thank you and left. As our way out the door the man who yelled at us was standing right outside the door. He then proceeded to yell at us again for having the vehicle on (pursuant to the employee's suggestion we were working with). He continued to yell at us, I have never been treated in such a manner. He told us that we should leave and take our business elsewhere, where we can "trash their business". The funny thing is, we were there looking for used, and ***** did a good job of getting us interested in the new Journey, which we will not be interested in going back there for any longer.

Desired Settlement: if the policy is that the customer can be yelled at inside the show room and outside in the parking lot, to the level of disorderly conduct, then the policy needs to be changed.

Business Response: We are extremely sorry that you had such a negative experience at our dealership.  Immediately after the situation happened, the employee in question was spoke to by ********** and the issue was dealt with internally.  Again, I am sorry that this happened as we are a ******** ******* based industry, and without consumers like yourself, we would not be in buisness for 40+ years.  If you have any questions, please feel free to call me directly, 262-250-9600. ****** ** ******, *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ***ACTUAL LETTER I SENT TO THEIR CORPORATE OFFICE*** February 21, 2012 To Whom It May Concern: This letter is to express my dissatisfaction, absolute disappointment, utter disgust & customer mistreatment regarding the Russ Darrow Jeep dealership located in **** ***** **. On Saturday, 02/18/2012, my husband and I visited the dealership in **** ****. After looking at a few vehicles, I asked to test drive a **** **** ***** ******** ****** *. My sales rep grabbed the keys and directed me where to drive the SUV on our test drive. I was happy with the vehicle and my husband and I decided to allow the dealer to ‘run the numbers’ to see if we could make it work. After negotiating with ***** (manager), both parties decided that we’ve come up with appropriate amounts and we continued with the deal. It was indicated that I would have to accept the paint and rust package in order to build enough equity in the Jeep to offset the loss that they were going to take on my****** ***** ******* *** ** *****) and I agreed. During the transaction I indicated that before the ‘deal’ was finalized, I would need to confirm that my files & music that are on my hard-drive in my vehicle can be transferred to the new Jeep – I was told by Ryans that this wasn’t a problem and that they (Russ Darrow) has a Nissan dealership that is in the group and he was confident that this would not be a problem, but would also ‘look into it’ to confirm. I made it VERY clear that if the files cannot transfer over, it would be a DEFINITE deal-breaker. So, with that being said, I was informed that if I purchased a Russ Darrow Platinum Card, I was guaranteed a 3 day/72 hour/300 mile ‘exchange’ on any vehicle and that I would only be able to take advantage of that ‘once in my life’. Seeing that I was unsure about this in the first place, I went ahead and purchased the platinum card along with the warranty and proceeded with the financing. My husband and I left the dealership and our sales rep (along with another associate) followed us to my house where I gave him a check in the amount of $22,700.00 in lieu of my actual title. After getting onto the on-ramp to the highway, I made it VERY clear to my husband that the Jeep was EXTREMELY slow and that I hated the way it rode (very bumpy, rough and not at ALL like the test drive). EIGHTEEN MINUTES LATER we arrived to my house. I immediately told the sales rep and the other associate that I HATED this vehicle and that I want something to be done about it IMMEDIATELY. He assured me that there is something that can be done and that he would call ***** right away. I sent our sales rep a text message reinforcing the fact that I was unhappy with the Jeep and I called ***** (no answer) regarding the discontent feeling that I had toward the Jeep. On Monday morning I went back to the dealership to see what they could do to help me. ***** indicated that if the sales rep would have called him Saturday night (when I told him that I hated the vehicle), then they could’ve unwound the deal. He then asked our rep to show me a couple vehicles; he showed me three vehicles (***** *********** ******** *** ** ***** *******) and none of them were the ‘right’ vehicle for me. ***** then said ‘it’s clear that we’re not going to have anything on our lot that’s going to make you happy. I’m going to call over to our Nissan dealership and see who the manager is so maybe he can help you out with your trade’. He referred me to *** ****** & **** and also indicated that per ***, I would need to get he paint protection package done ASAP to increase the value of the Jeep, so I agreed to have it done because I was in a desperate need to get the most for the Jeep as possible. After spending the entire morning and some of the afternoon at the West Bend dealership, I returned to work and made an appointment at the Nissan dealership. Once my husband and I arrived at the Nissan dealership, and received EXCELLENT customer service from **** & ***, it was determined that a lease option would be the only solution but my payments would be outrageous!! Initially I was hoping to order a new ****** and I was anticipating that the rebates would’ve been enough to offset any negative equity that my 58 hour old (249 mile) vehicle was going to have in it. Although I would much rather deal with *** & ****, I was unhappy because the lease option would’ve increased my payment by another $50.00/month when this all could have been avoided if **** would’ve communicated with his manager the night that he left my house after hearing my discontent and hatred toward the vehicle. It is absolutely disgusting the way that my husband and I have been treated throughout this process by the **** **** location. If their sales rep would’ve communicated with his manager or even ******* ***** (finance @ West Bend), this could’ve ALL been avoided. It is a SHAME that this all comes down to money and this company would rather sacrifice customer service and honest treatment for a few bucks of commission. THIS DEALER HAS SHOWED ME WHAT THE RUSS DARROW COMPANY IS REALLY ABOUT – money. I know that any business has to succeed but when you succeed at the customer’s expense, it’s deceitful and disheartening and I will let EVERYONE and ANYONE know about my experience with this car purchase. All that I was asking for was the ability to either get my car back OR order a new ****** without having to finance a ridiculous amount once the negative equity was factored in. This is such a depressing situation and I am STUCK in a vehicle that I ABOLUTELY HATE!! And it all comes down to the lack of willingness that the GM and Manager at the **** **** location has clearly showed to my family and me. Thank you for your time but seeing that NO ONE at the Russ Darrow Group (other than *** & ****) care about the well being & satisfaction of their customers, I seriously doubt that I will even receive a response to this letter. However, I will promise that if something is not done to rectify this RIDICULOUS situation, I will go to great lengths to express my frustration and dissatisfaction with this dealer and company.

Desired Settlement: I would like for Russ Darrow to help me get out of the vehicle that I am currently in. With all of the negative equity, I cannot 'get out' of my vehicle and I believe that they should rectify this mess seeing that the dealership was completely in the wrong.

Business Response: After speaking with the staff at the dealerships where the transactions took place as well as reviewing each purchase, it seems as though the allegations Mrs. ***** is asserting are unfortunate.  Mr. & Mrs. ***** came to the **** **** dealership and purchased a **** **** ***** ********.  Mrs. ***** is correct in that by purchasing the Platinum Rewards Card she is afforded a 3 day/300 mile exchange on vehicle purchase.  Attached please find the Rewards Card Protection Detail.  As you can see this exchange is contingent upon 72 hours and 300 mile limit on purchased vehicle.  It seems that Mrs. ***** was unhappy with her purchase after the contracts were signed and after delivery was made of the vehicle.  Mrs. ***** returned to the dealership and test drove 3 different vehicles which were equal to or lesser value of the **** purchased, as this is also criteria for the exchange.  She was unahppy with all of these vehicles.  The dealership staff then directed her to the Nissan Russ Darrow dealership.  Upon arriving at the dealership she decided to trade in the **** **** and purchase a **** ******.  However, this purchase was effectuated on 2/23/12, 5 days after the purchase of the 2012 Jeep and the mileage at trade in was 374 miles as evidenced by the attached odometer statement signed by the complainants.   If Mr. & Mrs. ***** would like to attempt to trade out of the **** ******, Russ Darrow would be willing to look into this with them.  I am sorry that Mr. & Mrs. ***** feel dissatisfied with their vehicle purchase, but the exchange was outside of the specified time frame and mileage.  If they have any questions please feel free to contact me at ###-###-####. 

****** ** ******, Paralegal

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Vehicle presentation price was not the sale price. A price was presented to us verbally (invoice +2%). Originally we were told that we would negotiate a number and then take the ***** loyalty discount we were eligible for off after that number is negotiated. When the bill of sale was drafted, the price we negotiated already included the loyalty discount. It was after hours when the deal closed and we did not notice the price less discounts was not what was negotiated. The paperwork was rushed because of the time. We feel that the price presented to us was deceptive. We made apparent that price point was important. We would have made a different decision if this was accurately represented. Additionally, they charged us for the service plan we were told was included. That worked out to be an extra $527.41

Desired Settlement: We want the loyalty rebate to be deducted from the earlier price negotiated... this works out to be an additional $500.00 off the purchase price. We also want the $527.41 service plan rebated, as we were told it was included. The total requested is $1027.41.

Business Response: After speaking with the staff at the dealership and reviewing the file, it seems as though the purchase price is accurately reflected based on the verbal agreement of a purchase price of $19,000.  The MSRP on the purchase contract is stated at $19, 550 with a discount of $550 equaling the agreed upon $19,000.  The service fee is a non-discountable fee that is charged to every customer purchasing a vehicle.  Also, the loyalty bonus of $500 is a after tax deductiton and is notatated on the contract as a rebate.  As for the maintenance contract the customer purchased was an upgrade to the maintenance package that came with the vehicle.  Had they not have upgraded to  7 oil changes and tire rotations for 3/36,000 miles, they would have received 3 free oil changes as is standard with a vehicle purchase at any of our dealerships.  If the Fiscus' would like to cancel the maintenance upgrade they purchased for $527.41, I would be more than happy to extend to them the 3 free oil changes.  I am sorry they feel dissatisfied with our company.  If they have any questions please feel free to contact me at ###-###-####. ****** ** ******, Paralegal

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I puchased my**** ******** ******** from Russ Darrow Kia of Wauwatosa in June 2010 the Carfax report nor did the sales consultant disclose that the vehicle was in a collision in April of 2008 and the the vehicles RIGHT FRONT FRAME WAS DAMAGED FROM INPACT.

Desired Settlement: I would like the dealership to buy back the vehicle for the full purchase price or replace the vehicle for the full purchase price.

Business Response: Attached you will find a copy of the carfax that was printed on April 14, 2010, previous to the purchase of the vehicle, but after the date of the possible damage reported by Ms. *****.  This vehicle was bought at auction and there was no disclosure from the previous owner as to damage sustained nor was there a notation on the Carfax report.  Russ Darrow cannot be held liable to report something that we had no knowledge of or could have obtained knowledge of.  At this point, we cannot even find where a claim had been submitted on this VIN.  I am sorry Ms. ***** feels dissatisfied with our company.  The only resolution I can offer Ms. ***** would be to stop at any one of our dealerships and we will try and trade her out of her vehicle, into a different one.  Thank you, ****** ** ******, Paralegal, ###-###-####.

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,

 

 ******** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 5/10/2012 my sister ****** *********** purchased a car from Russ Darrow Kia Group of *******. The night she purchased the car, I gave my VISA Credit Card Number for down payment. After two weeks of no charge, I called the dealer back and asked them to please charge my card, no one did. I called again the next week and asked for a manager. I told him my card had still not been charged and to please charge my card. I told him I was getting a new credit card and my number would be changing. On June 11, 2012 they are NOW just calling me about the down payment. This is terrible business. I have contacted them THREE previous times about charging my card, and no action was taken. First time was the night of purchase, and then two following times by phone. I hope I'm not the only customer they have done that to.

Desired Settlement: If a check is outstanding for so long, it is no longer good. I think a month after a credit card number is given, it should no longer be good. It is not my fault that they do not know how to run a business. I should not have to track them down to give them credit for something! A contact was signed for the specific loan amount that is $1000 less than the sale of the car. She signed the loan for a certian dollar amount in which they can not change.

Business Response: We are sorry that you have had a bad experience with our dealership.  However, the purchase contract ****** signed on May 10, 2012 took into account $1000 as a downpayment on the purchase, leaving the amount financed as the amount due and owing by the lender who financed the loan.  The $1000 was collected by an office member at the dealership on June 11, 2012.  As of this date, the contract with ****** is considered paid in full with no amount due and owing.  We again are sincerely sorry for negative experience with our company.  If you have any questions, feel free to contact me at ###-###-####.  Thank you.  ****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bpought a *** ******** **** in March of 2012. It was used, one other owner. I bought the vehicle in the pouring rain. It was later noticed that there had at one point been a repair on the windshield that resulted in damage on the roof of the vehicle. The vehicle was taken to Russ Darrow to the body shop anbd they stated they would let me know if they would cover the problem. I have a work order stating that they had repaired a chip in the window though this chip is not visibile. Windshield chip repairs are visible. They claim they never removed or authorized removal of the window and will not cover the damage on the vehicle. They refuse to cover the repair of the damage to prevent rusting on the vehicle and claim that they do not have to disclose any problems with the vehicle to the purchaser unless it would be life threatening to them. I would not have bought a vehicle with damage to it.

Desired Settlement: I just want them to remove the window, snad out the dents and chipped paint and repaint the area to prevent rusting of my new car.

Business Response: We are sorry that Ms. ****** is dissatisifed with our company.  She purchased a used vehicle "as is".  We will be happy to offer her a discount to have the vehicle repaired to her satisfaction.  Again we do like all customers to be happy with our company.  Should you have any further questions, please call me at ###-###-####.  Thank 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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

I feel that I should have been informed that there was damage to the "as is" vehicle.  I would have been concerned about the vehicle rusting as soon as I I was informed and I would have made a different vehicle purchase.  I love the Kia I bought from Russ Darrow and would be pleased to have the damage repaired.  If there is cost incurred I do not feel I am responsible for damage I did not do or was unaware of at time of purchase. The damage is obviously from a windshied replacement that was done before I purchased the vehicle.

 

Thank you,

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

 

Business Response:

We are sorry that Ms. ****** is dissatisifed with our company.  She purchased a used vehicle "as is".  We will be happy to offer her a discount to have the vehicle repaired to her satisfaction.  Again we do like all customers to be happy with our company.  Should you have any further questions, please call me at ###-###-####.  Thank you.  ****** *****


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2012 Advertising/Sales Issues | Complaint Details Unavailable
6/19/2012 Problems with Product/Service | Complaint Details Unavailable
6/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The second day I had the 2010 Ford Tarus i compailed to Russ Darrow about the transmission. I've emailed the company, I've talked to numerous people about the car. Russ Darrow did not honor the 3 day return policy. They offered me a different car but told me I had to pay more each month for a different car. The financing department also told me I could either trade to car back in or get the car fixed. When I tired to take the car in to get it fixed my warranty wasnt honored like they told me. The cup holders dont work, the brakes are bad and it's only been less than two months. I've left voice mails after voice mails, to no avail. The car is jerking really bad and I'm afraid to drive the car. The "check engine light" came on in which there service department put some type of restart device on into the car without checking the problem. When I was finally brung back into the office they tried to give me a sales pitch and tell me that it's going to be hard for me to get another loan to get a different car. The sales manager ***** ****** said he could give me a new car but my car note will go up. It's not right that I've been sold a lemon.

Desired Settlement: I would like the same car and I would like my car note to stay the same.

Business Response: I have reviewed Mr. ******'s complaint with Mr. ***** ******, Manager of the Chrysler Dealership.  Mr. ****** had made several offers to Mr. ******.  He will trade him out of the vehicle.  The vehicle is still under the Ford Manufacturers warranty.  We suggested he take the vehicle to a Ford dealership and have the vehicle diagosed there.  We offered to pay any diagnostic charge.  Mr. ****** refused all of the offers.  Mr. ****** has not fully paid for this vehicle and has not signed his title which is required by the contract he signed.  We do want to resolve Mr ******'s complaint.  I suggest he contact Mr. ****** and have vehicle inspected and repaired under warranty.  Should you have any further questions, please contact me at ###-###-####.  Thank you.  ****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a *** ******* from this business. When we went in, we told the sales person ********** (think last name is *******) that we wanted to find something with better gas mileage than our ***** *********, and that we were interested in *** *******. ********** showed us the Borrego, saying that it is just like the *******, getting up to 30 miles per gallon, during our test drive. It seemed like a good vehicle and after waiting an hour and a half, we proceeded with the sale. During the sale, no one ever told or showed myself or my wife what our credit rating was. We had a flyer from Landmark Credit Union for 2.9% interest, and they came back with a 5.4% loan. They said our credit rating couldn't get 2.9% and the best they could get was 3.9%. Also, when we received the title, only my wife's name was on it, not both of us and they went through PNC bank instead of Landmark for the loan. After taking the ******* home, we did more research and found that the ******* only gets at most 21 mpg, with an average of 18. We went back to Russ Darrow *** two days after the sale because we had read on our contract about a three day period to rescind. The dealership told us there was absolutely no way to do this and there wasn't much they could do to help us. They said it was hearsay about ********** telling us the ******* got up to 30 mpg. We went to ***** *** in ********** and they said with our credit ratings, both over 800, we could have gotten as low as 2.7%. They also told us it was illegal to not show us our credit rating and couldn't understand why only my wife's name was on the title. We truly feel that Russ Darrow *** took extreme advantage of this situation, only looking to make a sale and not keeping in mind its customers.

Desired Settlement: This is what I would like to see as a settlement. We were so unhappy with the Borrego & the gas mileage (it got less than 18 mpg--no where near the 30 mpg we were told), that we went to ***** *** in **********, ** & they worked with us to trade in the ******* and get a used *** *******. As a result of needing to do this, our payments went up again and we were not able to put anything down on the *******. We had put $3000.00 down on the Borrego & would appreciate that money back from Russ Darrow.

Business Response: I review Mr. *******'s complaint with Mr. **** ********, General Manager of our ******** dealership.  We are sincerely sorry that the *******s are unhappy with our company.  At this time, we cannot change their purchase and we cannot refund them.  We also would have traded them out of the vehicle, if they had requested us to do that. Again, we are sorry and should they have any other questions, please have them call Mr. **** ********. 
Thank 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.

[I do not feel that they were open to any suggestions in helping out the customer. They stated they would have traded out the vehicle for our old vehicle. We did suggest this, and they indicated that it wouldn't just be a "Let's switch vehicles" type of thing. They actually said we couldn't just even trade because the 2 days that our old vehicle sat on their lot, it depreciated in value. We would have ended up paying more for whatever other fees would have existed. I do not feel this is an honest and open business. They are not focused on the customer but on their own bottom line. I do not recommend doing business with this company and am still extremely dissatisfied and disappointed with this organization.]

Regards,

*** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was sold a **** ******* ***** ** that had "nothing" wrong with it according to the dealer's disclosure sticker. They had recently replaced the oxygen sensor in the vehicle because the check engine light was on so they know something was wrong. We purchased the car due to its stellar maintenance history. Within the first 100 miles from purchase, the check engine light came back on with the same code as before. We did some research and found out that the vehicle actually had a cracked manifold prior to my purchase (well documented as such) and that the oxygen sensor had nothing to do with the engine cod. By replacing it and resetting the check engine light, it would buy the dealer some time to sell the vehicle before the light would come on again (also a typical thing with this particular vehicle...i.e. that resetting the computer would not cause the check engine light to come back on for up to a few days). I tried in vain to work with Darrow to get this resolved peacefully but all they would do is tell us that we needed to have them put in a catalytic converter at our cost (again, not the right fix for the real issue!) and that we bought a budget vehicle and we should just deal with it...it was our problem not theirs. They knew there was a problem with the vehicle they simply had no clue what it was nor how to fix it other than by taking the cheapest option to buy some time to find an unsuspecting buyer. We were treated wonderfully by the sales staff yet as soon as we tried to work with management there, we were told repeatedly that we bought a budget car and that it was all our fault. Apparently, if we are willing to spend significantly more money with this particular dealer, then we should be able to expect no problems? We have or can get plenty of documentation (Darrow could also have simply called the previous owner and found out that we are right) that shows that there was an undisclosed problem with this vehicle and Darrow's attempts to repair it were improper at best.

Desired Settlement: At this point in time, I would rather keep the vehicle as long as it is repaired properly (apparently this may involve taking it to an actual ******* knowledgeable dealer). I like it but we were not told that it would cost $1500 to get it to what the dealer claimed it was. If this doesn't work out, then I am fine with returning the vehicle and voiding the sale and starting over finding a new vehicle. Finally, with how rudely we were treated by the management, we deserve an apology as well.

Business Response: Mr. ******** purchased a **** ******* Budget vehicle with over 100,000 miles on it.  The vehicle was sold "As Is".  We did replace the oxygen sensor and the vehicle ran properly after it was installed.  We cannot be responsible any additional  repairs.  We will discount the repair.  Should you have any further questions, please contact me at ###-###-####.  Thank 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.

Russ Darrow failed to properly diagnose and repair the defective parts on the Hyundai in question.  The simple fact that it was a "budget car" is not an answer to the problem (they wanted almost $11,000 for it after all).  The car is coming up with a ***** check engine code and although I am not a mechanic, with a 30 second internet search, I found out that this code has multiple parts associated with it...not just an oxygen sensor - it could have been the catalytic converter or even a spark plug for that matter.  We talked to the previous owner's mechanic and they told us that they knew it was a crack in the exhaust manifold all along and that the previous owner knew this as well.  According to the DOT Dealer pages, "it is an unfair practice for a dealership to refuse to remedy any problem that should have been disclosed on the Guide if the problem existed at the time of sale, could have been found using reasonable care and was not disclosed."  The simple fact of the matter is that Darrow replaced a part that was not faulty to begin with and when they reset the computer on the car, it simply took a few days for the computer to turn back on signifying that there was still a problem.  It was not fixed properly and even the option for repairs were still not the right fix.  With a simple search, one can find that on the particular vehicle in question, when a check engine light is turned off, it can take anywhere from 2 or 3 days at least for the light to come back on again.  One simple phone call to **** ******* at Arrow Hyundai in West Allis will show that Russ Darrow completely dropped the ball on this repair and do not know what they are looking at as far as properly getting it fixed as we were told it was.  The vehicle was given a clear Buyer's Guide yet the dealer knows that there was a problem, they tried to fix it but were unable to do so and the vehicle is not what we were sold.  Again, had we been told that we would have to put $1400 - $1500 more into the car to have it fixed properly (to the point we would be getting what we were told we were buying), we would never have purchased it.  It should not be this difficult to admit that they made a mistake and that they missed something and now need to deal with this in a professional manner rather than insulting us by telling us that we did not spend enough money with them and that I am not allowed on the premises (**** ******** escorted me out of the building).  As a business owner, I correct things both when we make a mistake but also when it is the manufacturers issue.  The reason that we bought from a dealer was to avoid exactly this type of situation and when I tried to deal with them directly, they were unwilling to even look at the ample evidence that they made a mistake.  One phone call could have ended this (Arrow Hyundai) without getting to the point that they have treated us so poorly.

 

Regards,

 ******* ********

 

 

Consumer Response:

Attn: ****** *******

I am attaching the documentation that we had discussed earlier in regards to my dispute

with the Russ Darrow Group. Attached, you will find the following:

A general summary of the events prior to meeting with the General Manager at

Russ Darrow Kia who told me I was to leave and escorted me out of the

dealership.

A copy of the Wisconsin Buyers Guide showing no issues with the vehicle.

A copy of the

 

DOr s obligation to remedy statement.

 

A copy of the

 

DOrs Consumer Protection statement.

 

All 6 pages of the CarFax showing its meticulous care prior to Darrow's

possession. Notice on the last entry or two how Darrow had the vehicle for sale,

serviced it and put

 

it back out for sale again.

 

A description of what a P0421 code is ... this is the problem code and has been

even prior to my purchase of the vehicle. It was never diagnosed properly by

Darrow nor was it fixed accurately and the "fix" that they offered was not the

proper one.

A copy ofa different consumer's problems with P0421 codes ... note that when the

computer is cleared, the problem may still be present but the computer will not

register it for another two days or three days. Simply resetting the computer does

not fix the problem.

Arrow Hyundai in **** ***** diagnosed the problem with this vehicle well before I

purchased it and well before Darrow got it as a trade-in. They "fixed" the wrong thing

and have failed to diagnose the real problem multiple times. One call (which I made) to

the Arrow dealership and I was able to find out what was really wrong. Russ Darrow

failed to correct the problem nor did they disclose

 

it in the first place.

 

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

**** ***** ***** ****** **** ****** ** ***** * ************ .. ************ 

 

************************ *On May 9, 2012, my husband and I purchased a**** ******* ***** ** from Russ Darrow Kia in

 

********. The Wisconsin Buyers Guide posted In the window of the vehicle did not identify any

problems with the vehicle. We signed a purchase agreement for this vehicle "as is" with the assurance

of the Wisconsin Buyers Guide.

Within

 

5 days of purchase and less than 100 miles driven, the check engine light Illuminated. My

 

husband contacted Russ Darrow and explained the problem. The agreed to look at the vehicle at no

charge to us. The diagnostics revealed code

 

P0421 and they told us that we needed to replace the

 

catalytic convertor. They told us we would have to pay for the part but would not charge labor. They

also informed my husband that they had replaced the oxygen sensor on the car due to the code of

P0421

 

prior to our purchase.

 

My husband decided to further research the problem prior to committing to the repair. He reviewed

the car facts report and noted it was previously serviced at Arrow Hyundai in **** *****. He placed a call

to their service department. After providing the VIN, they informed us that they had recently serviced

the vehicle and

 

it had the same P0421 code. They inspected the exhaust system and identified a crack

 

in the exhaust manifold (a $1400 repair). The prior owner elected not to repair It.

Both my husband and I called and spoke with the management at Russ Darrow. We explained our

position and they advised us that because we bought it "as is" they would not consider any remedy to

the situation. The tone of the managers was rude and dismissive.

Our pOSition is as follows:

According to the Wisconsin DOT website, the dealer had the obligation to accurately disclose the

condition of the vehicle on the Wisconsin Buyers Guide (see below). The vehicle had previously had the

error code of

 

P0421 and they attempted a fix that did not correct the underlying problem. They elected

 

not to perform a more detailed visual inspection to rule-out any other problem. We believe Russ

Darrow misrepresented the condition of the vehicle on the Wisconsin Buyers Guide posted on the

vehicle.

I fully understand that we purchased an

 

uas is" vehicle; however, we did so after having the false

 

assurances of the information listed on the Wisconsin Buyers Guide. We would not have purchased the

vehicle had we known there was an underlying problem that required another $1400 to be put into the

vehicle. We feel that Russ Darrow committed fraud in their attempts to sell this vehicle.

We are saddened by the manner in which Russ Darrow management had chosen to deal with this

situation. We have attempted to present them with this information and they have denied any

responsibility.

Excerpt from the DOT website******************************************************************

 

It is legal for a dealership to sell you a vehicle with safety or general condition problems. They can even

 

sell you a vehicle that Is not legal to operate on Wisconsin roadways. However, they must disclose these

problems on the "Wisconsin Buyers Guide."

By purchasing

 

a used vehicle from a dealership we are protected by Wisconsin's Motor Vehicle Trade

 

Practice laws.

Business Response: We cannot be responsible any additional  repairs.  We will discount the repair.  Should you have any further questions, please contact me at ************.  Thank you.  ****** *****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/11/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went to find a new car. I picked one out and test drove it. I filled out financing application. I was told that they were busy and it might be a little bit. I was at the dealership for over 7 hours with my toddler son. When they drove the car up and stated that they have loaded all my things inside, it wasn't the car I had picked out. I understand that it is my fault for not reading the paperwork more clearly. But I feel they took major advantage of me as a single mom who was extremely tired with a very tired one year old after being at the dealership for seven plus hours just for the application to be processed. Once I was able to review the documents closer, since the finance manager did NOT explain what I was signing he just told me where to sign, I also realized that they financed in a maintenance care package for 2500.00 that I was not even aware of. No one explained this to me. It apparently covers oil changes for 5 years, which is not even worth close to 2500.00. The dealership automatically gives three free oil changes, and the car only needs them every 5000 miles. Now I am stuck with a car that I never test drove, didn't pick out, don't like and can't afford. This one has a higher payment than I wanted. They very much took advantage of a single mom and exhausted me to a point that I did not know what I was signing.

Desired Settlement: I would like them to take ownership of the car back with out it being noted on my credit report as a repossession. I would like a car that better suits my needs and budget. I would like a car that I have test driven and enjoy.

Business Response: I have reviewed Ms. *******'s complaint with our General Manager, ** ***** of our ******* *** dealership.  He would like Ms. ******* to cxontact him at the dealership and he will meet with her to discuss her complaint.  We will attempt to trade Ms. ******* out of the vehicle to a vehicle  and a payment that  she would be happy with. We are sincerely sorry that Ms. ******* is not satisfied with her purchase and we will try to make her happy.  Should you have any further questions, please contact me directly at ###-###-####.  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,

 

 

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

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a used car @ the Russ Darrow in *******. On, February 22nd. The whole transaction was a mess from the start. I have been lied to many many times. Messed around about the closing. Finance man made many many mistakes. And, has blamed me for the whole mess. And, is not honoring a verbal deal that was made to me by 2 sales men, a finance man and a GM. Now im told they don't have to honor because it was not put on paper at the closing. I have waited weeks for this deal to close and now im told they are not going to honor the verbal agreement because they don't want to or have to. This is the worst experience that I have ever had making a purchase in my life. The PR @ the ******* Russ Darrow is the worst! Im a customer, I feel I deserved much more respect then they gave me. I bought a $25,000 car with no remote to open the car with. They told me several times that the request was in. Just, give it a couple weeks. 8 weeks later and still have no remote to open car. They told me they don't have to give me a remote opener. So, they are not going to. Lied to me many times telling me that they were. Now they are not. They don't have to.

Desired Settlement: I want a remote opener for my $25,000 car that I bought from Russ Darrow in******** **

Consumer Response:

I purchased a unlimited oil change and car washs for 3 years. When I finally received the package it was not what they promised it was. I returned the package 4 weeks ago. I can't get my money back from them. Or any answers from Russ Darrow in Madison where I purchased the package. Or Corporate in *********. I have been trying to get my money back for a month. With no success. I returned in full all the vouchers and cards that went with the package. Totally unused. I want my $315 back in full. Either in a check or put back in my account that it was deducted from.
Desired Settlement
Refund in full. As soon as possible. I have been waiting a little over a month. With nothing but a run around about it taking time to go threw Corporate.

Business Response: We have reviewed Ms. ******'s complaint and we are sorry that she is unhappy with our company.  We have sent a remote to her.  If she would like to cancel the oil changes, please have her contact **** ***** at ************ as we will need paperwork signed.  The refund will be sent to the bank where she financed the vehicle to reduce the loan.  Again, we are sorry that Ms. ****** was not satisfed with her purchase experience at our dealership.  Should she or you have any further questions, please call me at ###-###-####. 

Thank you. 

****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went into Russ Darrow KIA to possibly buy a new car, and i signed the purchase agreement. After discussing with my husband after he got off work, he said no to the environmental pkg that was in the paperwork. The salesman didn't disclose all cars automatically have an environmental pkg applied to the vehicle. That as a consumer I cannot say no to this pkg. The price tag of this environmental pkg was $2684. After checking with other dealerships in the area, I found most of them charged about $1000 for the pkg. I also indicated I would be looking for my own financing. The financial transaction section of the purchase agreement was filled out that i would take dealer financing that was acceptable to me. While I did sign a credit app, my husband did not. Russ Darrow ran credit reports on both of us. I find it very disturbing they can run a credit app on my husband without his signature as that is his private information. I feel they are grossly taking advantage of the consumer with an environmental pkg that costs almost $1700 more than the competitors.

Desired Settlement: I personally am not seeking a settlement but feel these types of sales practices need to stop. Especially as they have indicated they are going to hold me to a 5% charge of the total price of a sale I refused after they handled this inappropriately.

Business Response:

We are sincerely sorry that Ms. ********* was unhappy with our dealership.  The purchase contract was in ********* or ***** *********.  The credit application also had all of the information for ********* and ***** *********.  We did locate a vehicle for the *********s and held the vehicle  for eight days.  The contract stated financing acceptable to them, they never came back to us to arrange any type of financing.  We did refund her deposit to her.  Should you have any further questions, please call me at ###-###-####.  Thank you.  ****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/18/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ****** ***** and the reason I am contacting you is regarding an situation that I am dealing with. This year Febuaray (2012) I put a deposit down on an vechicle at Russ Darrow ***** **** in ********* ###-###-#### "*** ******* ****". As of today (4/30/12) I have not gotten my deposit back. Now its going on 3 months and I have been constantly calling the sales person whom I dealt with during that time I was searching for the vehicle. (*** *********) regarding my deposit because I DID NOT buy the car I put the deposit down on. I purchase a car from a different dealer, so I called russ darrow to have them send me my check back the deposit I placed on the vehicle, I have even left messages on ***** supervisor (*******) voice mail and no one has returned my call. I am really getting fed up with this. I do have my bank statement and check number that was written and proof that the check had been cashed by them. I just dont understand what is going on. I really would like my deposit back. I really would appreciate it.

Desired Settlement: I would like my deposit of $100 back that I placed on a vehicle. I did not get the vehicle nor did I get my deposit back.Just give me my money back.

Business Response: We are sincerely sorry that there has been some confustion regarding the refund to Ms. *****.  We have send the refund today.  Should she have any further questions, please have her call me at ************.  Thank you. ****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint:

BBB of Wisconsin

10101 W. Greenfield Ave., Ste. 125

Milwaukee, WI 53214

RE: Russ Darrow Kia

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

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

April 10, 2012

I want to file a complaint against Russ Darrow *** in **** ** ***. I am 86 years old. My wife is 83. We

got a card in the mail telling us to come to Russ Darrow *** to see if we won one of 5 major prizes

including a new *** or up to 300 gold coins. So at 2:30 on Saturday, March 24th, we went to Russ

Darrow with the postal flier to see what prize we had won. When we got there, we were greeted at our car

by a young sales lady who told us she would check to see if we had won a prize. She came back and told

us we had won the gold coins. The sales lady then asked us what kind of car we were interested in buying

and I told her I was not there to buy a car but only to pick up our prize. Then a heavier set man came and

started to talk to us about how much we wanted to spend on a new car and I repeatedly told him I was

not there to buy a car. He kept asking me what car I would like to buy. Eventually we were shown a ****

**** * ******* minivan and took it for a test drive with the lady salesperson. We went out on the

highway for a couple of miles and then came back to Russ Darrow. The car was comfortable, but had

cloth seats and the air conditioning didn't work. My minivan had leather seats and was easier for me to

get in and out of.

When we got back the man had paperwork ready for me to sign to buy this minivan. I told him I didn't

want to buy a car. While he was talking with me, the lady salesperson took everything out of our car and

moved it to the new vehicle. The man kept asking me, how much we could afford to spend a month,

$300? I told him no, maybe we could spend $225. It was getting late and I knew we needed to leave. I

didn't have time to read over the paperwork; we were supposed to be at our son's house. Then the lady

asked us how did she do? It was her first day on the job. She asked us to write down what we thought,

so we wrote that she was courteous. I didn't have any insurance papers with me, so the lady and man

drove us home so I could get the papers. They waited while I got the title to my car and the insurance

papers, which they took and I never got back. I signed the title and they took it and left. By this time it

was 5:30. I was never told what rate I was paying for this car. I ended up buying this car, even though I

didn't want to buy a car.

When my son found out what had happened, he went to speak with the business manager on Monday,

March 27

 

th to see if he could get my car back. He was told that my car had gone to auction and that my

 

car wasn't safe to drive, the brakes were so bad. That's not true; I took really good care of that car and

the brakes were good. And I noticed that the car I bought has a dent in the side. I didn't even get to

look the car over when we were at Russ Darrow. And they said we gave them a 5 star rating. We never

did.

Can you help us? We bought the car for the sticker price of $11995. They gave us $3946 trade in on our

car. We financed the car for 60 months at 6.99% according to my son. My son also said that the car we

bought was advertised on the internet for $7378, but you had to tell them you saw that price on the

internet to get it. We don't have internet. How would I know that? I just want my car back.

****** and *******

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

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

Desired Settlement: see Attached document

Business Response: We have resolved ****** *** ******* ***'s complaint. We have an agreement ans we assume that they are now satisfied cusomter.  Should you have any further questions, please call me at ************.  Thank you.  ****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter from a credit bureau that Russ Darrow had contacted them for credit and they had declined it. I NEVER asked them about a credit check, went there because of a promotion to see if a key sent to me got me a prize. I thought it did but miss read the fine print, could not understand the personal question but presumed it had to do w/ the prize.They wanted to sell me a car, I was clear I had no need for one plus was out of work due to a disability. I collected a $2 bill prize and left, no mention they were going to do a credit check. When I received the letter from the credit Bureau, I called the General manager to have him nulify this credit check that I never asked for. He said I would need to call the credit bureau I did so and was told that Russ Darrow would need to call. I tried to call the GM again and got no return call, I sent in a "contact us" form and never heard back.

Desired Settlement: Russ Darrow to contact Credit Bureau and tell them it was their error in requesting a credit check and to take it off their records

Business Response: We reviewed Mr. **** ******* ******* complaint with the manager of our ******* dealership.  We do have a copy of the registration survey form that Mr. ***** signed.  It states that "I hereby authorize dealer to obtain credit information to expedite my purchase to see if I qualify for any special programs.  It also lists his social security number.  We are very sorry for any inconvenience this may have caused Mr. *****.  I have not attached the form, but if Mr. ***** would like me to mail it to him for his review,I can.   Should you have any further questions, please call me at ###-###-####.  Thank 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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


   Again, I was not there to buy a car nor have my credit checked , I was there to win a prize, and the form filled out was to get the prize. I was tricked into giving my SS # and sign the form. Again I had no intent to buy a car nor have a credit check and want them to call the credit place to say they checked my credit w/o my intent for them to do so.

Regards,

**** *****

 

 

Business Response: Again we are sorry that Mr. ***** was unhappy with our company.  We do not trick customers into buying cars.  The form was clear and if Mr. ***** did not want his credit checked, we would not do so.  The prizes did not require a credit check.  Again we are sorry that Mr. ***** is dissatified with our company.  Should he have any further questions, please have him call me, ###-###-####.  Thank you.  ****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a car that before I even test drove it I asked them if the bumbper could be replaced and a key fab could be programmed. The bumper had a hole in it and the car was advertised with keyless entry however it didn't come with a key fab. They programmed the key fab and put an aftermarket bumper on which we were told that if would be a manufactured bumper. My husband took off a half of to go and deal with this to only be thrown out of the store by the manger ***** ****** who also put me down verbally on Monday Feb. 20th. When we got the car back with an after market bumper on it, the bumper doesn't line up right and they also didnt' hook up the fog lights which we had to pay a mechanic to do. The service was so very rude, they were not honest with us and when we contacted the head quarters and talked to Dottie Feest she also didn't apologize for the way we were treated. ***** never once apologized and also told my hsuband that we were blowing things way out of proprotion. We were told that we would have a new bumper I would think that it would be repalced to look the way it did when we bought the car.

Desired Settlement: with the correct bumper a ******* one not an after market.

Business Response: When the ******'s purchased their vehicle, we agreed to replace their bumper as stated on the "we owe"  slip.  We did replace the bumper with a standard bumper but the ******s wanted a special  bumper for that vehicle which was more costly.   After further discussion, we took off the standard bumper and put on the bumper that the ******'s desired.   We are sincerely sorry for any misunderstandings and believe that the ******s are now satisfied.  Should you or they have any further questions, please have them me.  ****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought the vehicle 11/19/11 and on 11/24/11 the check engine light came on. Took it in on 11/28/11 due to the holiday to the dealership. The headers in the engine were bad and it ended up being a $2600 job covered under warranty but they wanted me to the pay deductible and parts that were covered as well as pay for a rental once the warranty's rental coverage was over. I refused and had to go back and forth with them in order for them to cover it. The service manager was extremely rude during the process. The $2600 job took 3 weeks to complete so I've only had the truck in my possession for about 3 months total. Now the service 4WD light is on and I took it to them and they told me I had to take it to a ****** dealership. Took it there and found out the transfer case is base and it's going to cost me $741 to fix because it's not covered under warranty. I was told by the financing person that the warranty would fully cover my vehicle with the option I chose. I called Russ Darrow to see if they would cover $500 for the transfer case since i had already paid $241 for the wiring as that was the initial problem until the ****** dealership started working on it and saw that the transfer case is bad. They are refusing to cover it as Ive had nothing but problems with the truck since I purchased it. I do under stand that I purchased a used vehicle but clearly they did not properly inspect the truck before selling it. I have put about 7,000 miles on becuase I live in ****** and work in ********* but I did not use any of the 4WD buttons.

Desired Settlement: I would like Russ Darrow to own up to selling me a bad used vehicle and that it wasn't properly inspected. I was told by the salesman that they had just received the vehicle in the night before and they were just cleaning it out while I was there. I would like them to pay for the transfer case to be replaced which is $500. I spoke with the Hummer dealership and they told me that had Russ Darrow gotten the proper diagnostic testing done it, the engine issue would have been dedected.

Consumer Response:

Hello ********,

 

I have not heard from Russ Darrow and I am not pleased with their efforts. Before filing my complaint I spoke with the dealership and the used car manager had called me and told me that the district manager refuses to pay for the services but he agreed that they should pay.  He stated that if it were up to him he would have approved for the services to be taken care of being that I only had the vehicle in my possession almost 3 months at the time of the problem occurring.  The used car manager referred me to the corporate office to report my complaint which I did. They also told me there was nothing they could do because the district manager refuses to pay. This is the worst customer service I have ever encountered. Purchasing a vehicle is big investment and to know that I have wasted my money on vehicle that will be nothing but problems is very upsetting. 

 

I believe there is something else going wrong with the truck because now it is making some type of rattle noise.  I've had this truck about 4 1/2 months and now something is else is going wrong. This is just ridiculous. 

 

Anything that can be done to rectify this is greatly appreciated.

 

Thank you for your time,

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

 

"Walk with your head up and you'll always see what is coming ahead"

Business Response: We are sincerely sorry that Ms. ****** is unhappy with our dealership.  We did take care of her orginal issue under warranty.  It is now over four months later and she has over 7000 miles on her vehicle.  Her vehicle was sold "as is".  If we had done the repair work incorrectly certainly the issue would have happened earlier.  Again we do want all of our customers satisfied and happy, but we cannot repair used cars purchased indefinitely.  Should you have any further questions, please call me at ###-###-####.  Thank 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.

Out of the 4 months that I had the vehicle, the dealership had possession of it for almost a month when I was told it would take 6 days at the most to fix it.  During this 3 1/2 to 4 weeks of fixing the first problem, they tried to force me to pay for a rental and I had to plead with them to provide transportation being that I lived in ****** and work in *********. While pleading, the manager I spoke with was extremely rude.  With that being said, this is not the issue at hand that I am sending my complaint in about.  The issue at hand is the transfer case which when I purchased my vehicle and purchased the warranty was told that my vehicle would be fully covered.  Which in this case it is not.  I took my vehicle to the ****** dealership, which I was advised to do by Russ Darrow, and get the testing ran.  After talking to the ****** dealership about the issue, this is not something that just pops up on the vehicle after driving it for 3 months or less or whether i put 100 miles or 7,000 miles on it.  The vehicle has been driven all highway miles and the 4WD gauges and buttons were never touched as we had a very mild winter.  I fully reject their response and hoping they can pay for the additional repairs in the amount $500 as I have already come out of my pocket $241 for the wiring of the transfer case. 

Regards,

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

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Advertisement stated vehicles were at below market prices. Dealer lied about value of vehicle. Lied about the bank loan and financing. Lied to me about the vehicle being bluetooth enabled.The manager refused to work with me to resolve the problems. The Russ Darrow Group corporation has not responded to letter I sent. I have not recieved the second vehicle key and fob which I was told they have and would send out to me. The dealer has not corrected the incorrect title information they sent to the state in regard to the vehicle mileage which they said they would do. The information on the service contract they sent me is also incorrect and makes it invalid.

Desired Settlement: Would like to have the loan restructured based on the fair value of the vehicle. Cancel the service contract and be reimbursed for it as it is incorrect. And as I would not trust them to work on the vehicle based on the service I have recieved. Have the bluetooth I was promised enabled or otherwise compensated. Have the second vehicle key and fob sent me as promised. And have the infomation on the state certificate of title corrected as promised.

Business Response: We have canceled Mr. *****'s service contract as he requested.  The check was sent to ***** ***** where he financed his vehicle.  We have reviewed the title issue and according to the CARFAX report the mileage is accurate.  Mr. ***** should contact Mr. ****** *********, ******* ******* of our Greenfield dealership regarding any other issues he may have.  We are sincerely sorry that he was not happy and satisified with our company.   Should he have any further questions, he may call Mr. ********* or myself.   Thank 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.

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

Regards,

****** *****

The response from Russ Darrow Group does not resolve my complaint because ***** ***** ****** ******** said they have not recieved a check for credit to my account for a cancelled service contract. The odometer reading on the carfax report and the car when I got it was 63,914 , the reading listed on the title is 136,281. The DMV said the dealer should get this corrected, they said they would, they have not. The dealer has not sent me the second key and fob as they said they would, which they had misplaced, then found. The dealer has not explained why they lied about the price being within the bluebook value of the vehicle and the financing. Also, why was I told the vehicle was bluetooth enabled when it was not. As far as talking to the ****** *******, I had already met with the sales manager and had been treated very rudely and he refused to talk to me. So, at this point, my complaints have not been satisfied at all. And I have never been treated so poorly

Business Response: I have spoken with Mr. ***** and we will get the mileage corrected on his title.  We sent the correct paperwork to the Motor Vehicle Department, we do not know how the mileage was recorded on his title incorrectly.  We did send the check to ***** *****.  I have contacted the dealership to send the key to Mr. *****.  Againwe are sincerely sorry for the inconvenience that Mr. ***** experienced.  Should he have any further questions, please have him call Mr. ***** *******, General Manager at our ********* **********.  Thank you.  ****** *****

Consumer Response:

Ms ********,

 

     In response to your recent correspondence, I have been in contact with the company, but, no, I am not satisfied with the companies efforts to resolve this matter. They have taken care of the minor issues of correcting the title and getting me a second key. And the caseworker with consumer complaints got them to cancel the service contract. But they have done nothing except give me a run around and no help as far as the main issues of their lying to me about the blue book value of the vehicle and the bank loan and the included accessories. As far as I am concerned, I am still out $5,000 because of their dishonesty with me. The caseworker for consumer complaints suggested I talk to a lawyer in regard to their immoral and unethical practices, but couldn't recommend anyone because of his position. Do you have any contacts I could use to pursue this further?

 

Thank you for your concern,

****** *****

Business Response: We are again sorry that Mr. ***** is unhappy with our company.  We have attempted to resolve his complaints.  He reviewed all of the paperwork regarding his purchase before signing the documents.  We have been in business for a very long time and  We want all of our customer happy and we are very sorry that Mr. ***** is not.  He should review his issues with Mr. ***** *******, General Manager of our ********* dealership.  We have cancelled the serivce contact, we did get him his key and corrected the error in mileage that was done by the State of Wisconsin.  Any further questions, please call me at ###-###-####.  Thank 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.

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

Regards,

****** *****

In regard to the response of Russ Darrow Group to my complaint ID *******, I'm rejecting their response, because, while they finally took care of the minor issues, they have made no serious effort at all to resolve the bigger issues of their lying to me about the blue book value of the vehicle, the bank loan and the bluetooth option being included. Which leaves me with at least a $5,000 descrepancy. All I get is a run around. I talked to ****** ****** *** ******** ********* at their corporate headquarters several times, who keeps refering me to ***** ******** *** ******* ******* manager at the Wauwatosa location where I got the vehicle, who tells me it's out of his hands and he can't do anything because he wasn't there at the time of the issue. The consumer protection caseworker recommended taking them to court because of their immoral and unethical business practices. If I don't get a reasonable effort to resolve these issues through the BBB at this point, that is what I'll have to do.

Thank you,

****** *****

Business Response: We are sorry that Mr. ***** is not satsified with his transaction at our dealership.  Mr. ***** reviewed his purchase, signed all of the documents.  We have corrected the items he requested.  If he wants his loan restructured his can contact his finance company.  We have a document all customers sign that states the items that are owed to a customer ie "we owe form".  It does not state that we owe him "Bue tooth".  We have tried to resolve Mr. *****'s complaints,  Should you have any further questions, please contact me at ###-###-####.  Thank 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.

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

Regards,

****** *****

I have again spoken to Ms ****** *****, their *********** *********, and they are unwilling to resolve the main issues of my complaint, other than to consider trading in the vehicle on another one, which I haven't made a decicion about at this time because I don't trust them at all. So, at this point, we have no settlement.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to this dealership because I had a coupon for an oil change. The customer service representative was condescending towards me when trying to sell me a factory recommended service package and I said no. When I came back to collect my car and pay for the oil change, this man informed me that my car needed three items serviced/replaced immediately: front brakes ($260 + tax), timing chain tensioner ($140 + tax) and rear brake service ($60 + tax). I questioned this because a) I just had my front brake pads replaced in August 2011, and b) my car has never had an oil leak under it after sitting for any length of time. I went to a friend's house to have my front wheels taken off for him to look at my brake pads. He said they were fine. My father then called Russ Darrow to tell them this and they said only one of the pads was really worn down. So I then went to a "real" body shop and they also said that my brakes definitely did NOT need replacing. This isn't my first time being given this type of run-around because I'm a female. I think it is disgusting that businesses prey on young women because they think they can pull one over on them and make some money on car "problems" that don't even exist.

Desired Settlement: I simply want a written record for people to use/see that indicates that Russ Darrow Toyota in West Bend isn't trustworthy. They lied to both me, and my father about car issues that don't exist.

Business Response: I reviewed Ms. ******' complaint with Mr. **** *******, ******* ******** of the Russ Darrow dealership in West Bend,  Mr, ******* has been in contact with Ms. ****** and has requested that she bring the vehicle into our dealership.  At that time he would show her  our dealership's findings and review them with her and anyone she would like to bring with her.  We do not treat customers differently and we are sorry if Ms. ****** feel that way.  We are sincerely sorry that she is unhappy with our company and we would like to meet with her as stated above.  Should  you have any further questions, please call me at ###-###-####.  Thank you.  ****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I went to russ darrow kia **** **** ******* **** ******** ** ***** ###-###-#### or ###-###-#### on March 10th. They sent me a flyer in the mail with a deal to match numbers and win a prize for stopping in. I talked with **** **** that day he told me I won a Walmart gift card and he said they were out come back again and we will have them. I told him to mail me the gift card and he said he would. It is now March 16th. I didnt recieve anything in the mail. I called the dealership and asked for the sales manager. I told him about my problem and he said to bad. I asked him name and he said ****** *****. I called back the dealer asked the recipetionist the name off the sales manager and it is Bill Pierce. I can mail you the flyer in question if you would like.

Desired Settlement: I want the Walmart gift card I won.

Business Response: We are sincerely sorry that we ran out of gift cards when Mr. ****** came into our dealership.  We will be sending Mr. ****** his Walmart gift card today.  We do want all customers to be happy and satisfied with our company.  Should you have any further questions, please call me at ###-###-####.  Thank you.  ****** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After purchasing a **** **** ******** and being ensured that it had the towing capabilities I needed, I soon found out that it In fact doesnt. My salesman **** ***** ensured me that the **** indeed could tow 3500lbs which is what I was looking for, and ******* the sales manager also ensured me that it would pull all my toys. Needless to say, after multiple phone conversations with **** and Russ Darrow associate **** ***** we have found out that my **** only pulls 1000lbs. I was lied to and manipulated into purchasing a vehicle that after all will NOT pull my equipment.

Desired Settlement: I just want the vehicle capabillities that I was sold which includes 3500lb towing.

Business Response: I have reviewed Mr. ******'s complaint with Mr. **** *****, General Manager of our West Bend Chrysler dealership.  Mr. ***** reviewed all paperwork and his **** does pull 3500  Mr. ***** has call Mr. ****** and has the documentation that shows it does pull 3500 lbs.  Should he or you have any further questions, please call Mr. ***** or myself.  Thank 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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

 ******* ******

 

PLEASE SEE ATTACHED DOCUMENT

 

 

Business Response: I again reviewed Mr. ******'s complaint with Mr. **** *****,General Manager and the documentation that I have is that a Class l Light duty pulls 2000 pounds and a Class 11 pulls 3500 pounds.  Mr. ****** should come to our dealership and meet with the personnel and review the ******** book with them.  We are sincerely sorry for any miscommunication or inconvenience we may have caused him.  Should you have any further questions, please call me at ###-###-####.  Thank 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.

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

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a **** ***** ****** in late January. I received calls from Capital One who was to provide the loan for the vehicle asking for verification. I provided the dealership with approx 6 pay stubs and sent my w-2 for 2011 to ******* ***. Several days ago, I received an e-mail from **** *******, finance manager at Russ Darrow Nissan-***** saying "the bank wants to reject your loan". I had already signed all of the paperwork and contracts and have been driving the car since late January. I provided him with a recent pay stub and then called him. He advised me a co signer would be necessary. After contacting the dealer investigation unit at the WI DMV and several of my friends in the banking industry, I have learned that Russ Darrow must honor the contract they provided me and accept my monthly payments directly. The finance manager said if I could not get a cosigner or more income, he would have to ask for the vehicle back. This is untrue.

Desired Settlement: Honor the contract, accept payments directly at the dealership and apologize for deceptive loan practices. Also review the numbers he put for my income on the contract and look for possible fraud or inflating of income.

Consumer Response:

Complaint *******

******* ********** | Complaint Supervisor *el: ###-###-####Fax:###-###-####Email: **************************************** | Start With *rust Wisconsin BBB10101 W. Greenfield AveSuite 125*********, **  53214 
 From: ****** ***** [mailto*********************]
Sent: Monday, February 27, 2012 6:20 PM
*o: Info
Subject: Fw: Info  -----****** C. ***** III-----
-----###-###-####------------
-----******, **--------------
-----Go Packers!---------- Forwarded Message -----
From: **** ******* <***************************>
*o: ****** ***** <********************>
Sent: Monday, February 27, 2012 5:32 PM
Subject: Re: Info
 AC*UALLY ROBER* CAN YOU GE* A LE**ER FROM HUMAN RESOURCES S*A*ING *HE CHANGE IN HOURS?**** *. *******Russ Darrow ********** * ***** **** ************* ** *****###-###-#### -----Original Message-----
From: ****** ***** <********************>
*o: **** ******* <***************************>
Date: Mon, 27 Feb 2012 11:58:03 -0600
Subject: Re: Info*he extended hours do not start until the weekend due to a delay in getting it approved via human resources and work force management. I will attach once I receive an updated stub. 

Sent from my iPhone
On Feb 27, 2012, at 11:50 AM, "**** *******" <*************************** > wrote:
  I've canceled the deduction from smart payment long ago.  If you have upped your hours at work please send me a new paystub and I will trying to get this funded for you as originally planned**** ** ******* Russ Darrow Nissan **** * ***** **** **.*********, ** *****###-###-#### -----Original Message-----
From: ****** ***** < ********************>
*o: **** ******* < ***************************>
Date: Mon, 27 Feb 2012 11:48:11 -0600
Subject: Re: InfoI have tried multiple avenues and upped my hours at work and I call smart pay and they say the dealer has cancelled the contract (the first payment is to come out tomorrow). 

Sent from my iPhone
On Feb 27, 2012, at 11:40 AM, "**** *******" <*************************** > wrote:
  Seriously ******?  I have been trying to help you and make this loan stick and this is what you're going to do?    **** *. ******* Russ Darrow Nissan**** * ***** **** **.*********, ** *****###-###-#### -----Original Message-----
From: ****** ***** < ********************>
*o: **** ******* < ***************************>
Date: Mon, 27 Feb 2012 11:28:56 -0600
Subject: Re: InfoI don't have documentation of this and according to the contract the deal Is done once a customer takes delivery on a vehicle. I have already contacted the DMV dealer investigations unit and the better business bureau. I have no more obligations on this. 

Sent from my iPhone
On Feb 15, 2012, at 1:36 PM, "**** *******" <*************************** > wrote:
  Can you get me documentation of the move to full time status.? **** *. ******* Russ Darrow Nissan**** * ***** **** **.*********, ** *****###-###-#### -----Original Message-----
From: ****** ***** < ********************>
*o: **** ******* < ***************************>
Date: Fri, 10 Feb 2012 20:34:21 -0600
Subject: Re: InfoI am setting up full time status (32 hours and up to 45 hours during peak season) and will likely be in that status as of the week of the 19th.

Sent from my iPhone
On Feb 10, 2012, at 7:04 PM, "**** *******" <*************************** > wrote:
  Hey ******  I got your voicemail.  I was not sure if it was from today or yesterday.  I was out of the office.    With you only being a part time employee the bank will not fund the loan.    What we can do is get your cosigner to help you and overall lower your payment and interest.  Please let me know when you can stop in with mom or grandmother to hel you out.    I appologize for your frustration but overall this would be a much better way to save you money in the long term.   **** *. ******* Russ Darrow Nissan**** * ***** **** **.*********, ** *****###-###-#### -----Original Message-----
From: ****** ***** < ********************>
*o: "***************************" <*************************** >
Date: Mon, 6 Feb 2012 08:25:20 -0800 (PS*)
Subject: InfoHi,As requested here is a recent pay stub.     -----****** C. ***** III----- -----###-###-####------------ -----******, **-------------- -----Go Packers!-----


 

Business Response: When Mr. ***** purchased his vehicle we had some misinformation regarding his work status.  We have been working with Mr. ***** and he is now working full time and we will be able to finally obtain the financing that is needed for his purchase.  We are sincerely sorry for the inconvenience he has experienced.  We do try at all times to have our customers be happy and satisfied.  We will continue to make sure Mr. *****'s vehicle it financed.  Thank 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.

I do not accept this. What the finance manager did was unethical and probably illegal. He inflated my income just so he could get approval and get his commission. I am very surprised a huge dealership like Russ Darrow would let this happen. A simple apology is not going to solve this problem. They will need to offer me compensation or discount. Thanks


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

Regards,

****** *****

 

 

Business Response: Again, we having been working to have Mr. *****'s loan approved.  We need documentation that he is working fulltime.  At times the finance sources that we use for customers require additonal  documentation to process the paperwork and the loan.  Mr. ***** needs to bring in the documentation and we process the paperwork for his loan.  We are sorry for the inconvenience he has experienced.  Should you have any further questions, please call me at ************.  Thank 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.I have contacted the dealer investigations unit- Russ Darrow ***** ***** ** will have to take the payments directly (in-house financing). My obligations are complete in this. They offered financing at a rate and term, I signed the papers. The deal is complete. It doesn't matter how many hours I work. The finance manager should not have exaggerated my income and put down a false number just to get approval. I am still waiting for the resolution via compensation for this.

Regards,

****** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/27/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a mailer from Kia of Appleton. It contained a "scratch and win" portion which stated if the number scratched off matched the number in the flyer, I won 1 of 5 prizes with no purchase necessary. The last day to claim the prizes was March 12, 2012. On Monday, March 12th, around 8:00 p.m., I called the dealership and asked the receptionist if I had the matched numbers, did I really win a prize. She answered yes. I said I had better get down there right away and where were they located, she gave me directions. At no time did she tell me the dealership was closed. I arrived at the dealership around 8:15 p.m. I tried to enter the showroom and a man told me they were closed and shut the door. There were many people inside the showroom. After a few moments, another employee unlocked the door for someone and I asked him if I might enter. He said no, we are closed. I asked him to look at the ad which I had brought and stated the hours for Monday, March 12th was 9:00 a.m. to 9:00 p.m. He brushed it aside and said "I can't read." I asked for his name, he said it was "*****." I asked if it was his real name as I worked for a law firm and was going to bring this to their attention. He said, "yeah, whatever." The dealership people were rude, sarcastic and I was not able to claim a prize I cleary had won and was entitled to. I am outraged. I want them to fulfill their advertisement claim and give me the prize I had won.

Desired Settlement: I want the prize I won and an apology from the dealership.

Business Response: We are sincerely sorry that Ms. ******* *. ******** was disappointed with our company.  We were extremely busy during that sale but we should have taken care of Ms. ********.  We will be sending Ms. ******** her prize ,a Walmart gift card.  We do want all of our customers satisfied and happy and we do apologize to Ms. ********.  Should you have any further questions, please call me at ************.  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.  I appreciate the BBB's assistance and appreciate Russ Darrow's timely response along with their apology.

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/25/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I (currently own a **** ***** *) received a promotional letter from Russ Darrow ***** that included the following: "Now through the end of November get into a Brand New 2011 or 2012 ***** with similar or upgraded options for no money down, 0% for 60 months, no payments for 45 days and pay less then you were paying or are currently paying now. No games, or gimmicks, just a great opportunity for you to take advantage of. Your car will never be worth more than it is today." When we went into the dealer on 11.28.11, we were put through the typical ringer and ultimately told that our circumstance is not typical due to our current low payment and as a result, they in fact would not be able to put us in to a new ***** *. However, the letter does not contain any exclusinary language and there is nothing to indicate we are not eligible for the deal. In fact, the letter specifies no games or gimmicks. The sales manager indicated the potential to get us into a lease, however, lease terms are *6 and 48 months. As the letter states 0% for 60 months, that infers a purchase. The sales manager also indicated he is not familiar with what the letter says as the wording seems to change constantly, which does not preclude him/the dealer from fulfilling the promotion offered, which we formally complained about to him. The conclusion here is that the letter promised something that the dealer ultimately failed to provide.

Desired Settlement: We would like the dealer to stand by the offer that was presented to us.

Consumer Response: ********, I received notification from you on the BBB site regarding my complaint filed against Russ Darrow. Within the body of the message, you ask the question if I have heard from the company as well as am I satisfied with the company's efforts to resolve the matter. The answer to both of those is no. I primarily contacted the BBB in an effort to assist in the remediation of my complaint, however, as Russ Darrow has not responded, I am not sure as to what the next steps are. Do you guys do any additional follow-up to try and get a response? Can they lose their accreditation? I do not wish to let this go by the way side as I feel Russ Darrow should be held accountable for their advertisements that they provide to customers. Please respond with your thoughts on the matter. Thanks, ******* ****

 

Business Response: We have searched our data base and have not been able to locate Mr. ******* ****.  All customers who come into our dealership are logged in this data base.  The letter that Mr. **** is referring to was only sent out to our current data base and customers.  Mr. **** should contact Mr. ****** ***********, General Manager of our ********** dealership.  He would be happy to review and discuss Mr. ****'s complaint with him.  Should you have any further questions, please contact me at ###-###-####.  Thank 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.

The response to the complaint is in effect no response at all. I thought I had mentioned my wife and I in the complaint and if they were to look up ****** *******, they would most certainly find her in their database. Regardless, I clearly detailed the offer provided and the response failed to address in any relative manner my actual complaint. On top of this, we received essentially the same letter just recently from Russ Darrow, promising the exact same thing and this is precisely why I sought to complain in the first place. I find this marketing effort to be extremely misleading and they certainly have no intention to meet what they promise. I would like a response to that.

Regards,

******* ****

 

 

Business Response: I have again reviewed Mr. T****'s complaint with Mr. ****** ***********, General Manager of the ********** Mazda dealership.  We again could not locate the customer in our customer base.  Mr. *********** will be calling Mr. **** and requesting that he come into our dealership and we will make every attempt to resolve him complaint.  Should you have any further questions, please call me at ************.  Thank 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 r