Complaints

This profile includes complaints for Russ Darrow Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Russ Darrow Group, Inc.

  W133n8569 Executive Pkwy Menomonee Falls, WI 53051-3344

  
• 

  Russ Darrow Group, Inc.

  2141 E Moreland Blvd Waukesha, WI 53186-4020

  
• 

  Russ Darrow Group, Inc.

  6525 Odana Rd Madison, WI 53719-1112

  
• 

  Russ Darrow Group, Inc.

  7676 N 76th St Milwaukee, WI 53223-4018

  
• 

  Russ Darrow Group, Inc.

  2700 W Washington St West Bend, WI 53095-2110

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This began on May *******. My vehicle was hit outside of my residence and was sent to the **** Darrow location on *************************** to be repaired. Upon first calling for an *** to have my vehicle returned, I was told there was none, as "it was a big job" which was understandable. It has now been almost three months, and I still have no ETA as to when I will have my vehicle back. Each time I call, I am given a different story. "It will be ready Wednesday. " "It's still being painted and needs to dry". Now today, it was "We have to fix the alignment". I have been paying out of pocket for a rental car and it is getting to be too much. I would like my vehicle back, or if the automobile shop is not able to repair it, I would like to know this so I can have it transported somewhere it can be repaired. Please help.

  

  Business Response

  Date: 07/24/2025

  7/24/25
  
  RE: Consumer Compliant #********
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Metro Chrysler has investigated the concerns of the customer and found the following:
  
  We are sorry to hear of your inconvenience with your service repair work that is being completed on your vehicle. Your car is at our Metro Chrysler ****************** and the service staff are working delinquently to correct the alignment/suspension issues they encountered on your vehicle.  Being that the damage to your vehicle was extensive,we are doing our best to ensure that all the mechanical and safety issues are properly working before returning the vehicle.  
  
  We will continue to update you with our progress and assure you that our goal is to get you back into your vehicle as soon as possible!  We appreciate your patience in this matter and value you as a **** Darrow Customer.
  
  
  
  
  Sincerely,
  
  **** Darrow Metro Chrysler

  Customer Answer

  Date: 07/24/2025

  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 the damage was extensive. Please advise if you are not able to repair it so my vehicle can be transported somewhere where it can be repaired 
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 07/29/2025

  7/29/25
  
  RE: Consumer Compliant #********
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Metro Chrysler has investigated the concerns of the customer and found the following:
  
  We are happy to report that the service department has completed the work on the customers car and they have reached out to the customer to let them know that they can pick the vehicle up at their earliest convenience.
  
  We want to thank you for being a **** Darrow Customer and we appreciate your business!
  
  
  
  
  Sincerely,
  
  **** Darrow Metro Chrysler
  

  Customer Answer

  Date: 07/29/2025

  [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,
  
  ******* *****
  

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a vehicle from **** Darrow on 6/30/2025. While my experience with the salesman, ******, was positive and professional, I have serious concerns about how other aspects of the sale were handled by the management team.Firstly, I was told certain services, such as a maintenance (free oil changes), were included in the price of the vehicle. In reality, I was charged an additional $200 (plus tax) for three oil changes, which I did not catch at the time of purchase. The finance manager was the one who added this on, I never asked for this, so why on earth would you add something that I dont want, just to make more money off of me is why.. This is misleading and not how good faith sales should be conducted. Secondly, regarding my trade-inmy Mini ****** was valued at just $750 due to claimed dashboard lights and other alleged issues. However, it was listed for resale the very next day for over $7,000 more. Its difficult to believe all necessary repairs could have been made so quickly, and this raises serious concerns about the accuracy of your appraisal process and the honesty involved. Was the used car that I purchased even inspected and repaired properly?? It seriously raises my eyebrows.Additionally, I was charged $206 to repair a damaged mirror, only to find out the repair quoted did not even address the full issue. I canceled the service and was told I would receive a refund, but I later learned no action was ever taken to process ***** this point, Im requesting the following:A fair reconsideration of my Mini Coopers trade-in value (check sent to me or Summit), given the circumstances.A refund of the $206 (plus applicable tax) for the canceled mirror repair.Confirmation that the $200+ maintenance plan (and tax) has been refunded to my finance company, or immediate action to process that refund if it has not.I gave you all quick and fair service and would appreciate that these issues can be resolved promptly and fairly also.

  

  Business Response

  Date: 07/10/2025

  7/10/2025
  
  
  RE: Consumer Complaint  ID of ********. 
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Wauwatosa *** has investigated the concerns of the customer and found the following:
  
  The GM has spoken to the customer and reviewed all the concerns with her. Regarding the oil changes, all customers receive 3 free oil changes, we also offer additional oil changes that can be purchased at the time of the sale.  These are optional and in addition to the 3 free oil changes.  The ** provided the information on how to cancel the additional maintenance if she no longer wants them.  Regarding the trade amount of $750, we felt this was fair based on the condition of the car.   Additionally, after the service department evaluated the car, the estimated repairs ended up being more than the vehiclesvalue.  We are not repairing it for resale;it is going to be sold at the Manheim Auto Auction for junk.  Lastly, a quote was given for a mirror repair,the service appointment was cancelled and no repair was done.
  
  Thank you for being a **** Darrow Customer,we truly appreciate your business!
  
  Sincerely,
  
  **** Darrow Wauwatosa ***

  Customer Answer

  Date: 07/10/2025

  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 repair for mirror wasnt done, so where is the check at? You all cant just not cancel the repair and then keep the money. The  manger never sent the memo to corporate as discussed. Secondly, I was told that the other check would be sent to my finance company. You all keep repeating the same thing but I am seeing no resolution. If all of this isnt solved, I will hire a lawyer. 
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 07/18/2025

  7/18/2025
  
  
  RE: Consumer Complaint  ID of ********. 
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Wauwatosa *** has investigated the concerns of the customer and found the following:
  
  We have confirmed with the cancellation department that the refund for the maintenance package has been cancelled and a refund check was sent to the customers lender. Additionally, the check for the service repair has been issued and the location has been in contact with the customer to let her know she can pick up the refund.
  
  Thank you for being a **** Darrow Customer,we truly appreciate your business!
  
  Sincerely,
  
  **** Darrow Wauwatosa ***

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/14/25, I visited **** Darrow Metro Mazda after confirming via email with ***** ******* that a vehicle was available to test drive. ***** wasnt avail, so I was assisted by ***** ******* and later by ****** *****. I test drove several cars and preferred the 2023 Mazda CX-50, which I was allowed to take home over the weekend. I returned the car on 6/17/25 and met with ***** to discuss pricing. I objected to the $2,299 Xzilon coating and $499 Security Etch fee, which I was told were required. I expressed concern about these hidden fees but signed paperwork under the belief things were still negotiable, as I was waiting on a check from selling my car. I agreed to return the next day with a postdated down payment check. On 6/17/25, I requested clarification from finance rep **** ****** on sales contract after reviewing it, I discovered the hidden fees were not disclosed. That evening, I returned to RD and reiterated I wouldnt pay for fees unless they were legally required. ****** **** refused to remove the fees but offered a rate reduction from 7.8% to 5.9%. I reluctantly agreed and asked for *********** mats. They charged $161.32 for them. On 6/19/25, I texted ****** to confirm the mats. I found the retail price online was less than I was charged and asked for clarification. On 6/23/25, despite six days of lead time, the vehicle wasnt ready. ****** wouldnt come out to speak with me, and I was told Id be getting ****************** mats, not the WeatherTech ones I requested. No paperwork was given to me, and there was no user manual in the glove box. I also discovered the second key fob battery was dead. I texted ******, who only apologized and offered to replace the battery, but still refused to provide a manual. I appreciated the rate reduction but repeatedly objected to hidden fees, lack of transparency, and poor service. I overpaid for the mats I rcvd, and never got the user manual. I believe this dealership misleads customers and fails to deliver acceptable service.

  

  Business Response

  Date: 06/27/2025

  We are sorry to hear of your inconvenience with your delivery process of your vehicle. **** Darrow takes all of our customer issues seriously and want to be fair and have our customers be satisfied with their purchase. We have looked into the issues you have brought up. We have cancelled the products you expressed concern for, and that you did not want. By your lending institutions policy, the money has been refunded to them, and will be applied to your principal loan balance. A check was sent to them today for the amount of $2,951.90. Depending on how long it takes them to process the check, it should show up on your loan balance in the next few days. As for the Owners manual, this was a used car and an owners manual is not required to be in the vehicle. But the dealership will work with you on getting one at a discounted rate. The floor mats were included in your financing amount per your approval. If you have any other questions please feel free to contact the General Manager of the dealership. Thank you for being a **** Darrow customer. We truly appreciate your business. 

  Customer Answer

  Date: 07/01/2025

  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 appreciate them refunding the fees that I should not have had to pay; however, the mats I received were NOT the mats that I requested be ordered. That point was not acknowledged by them and just brushed over. Again, I requested *********** mats! In addition, I spent over 35K at your dealership and the least you can do is provide me with a user's manual for the vehicle at YOUR cost, not mine. This has been a horrible experience and as far as I'm concerned, you shouldn't have legally charged those fees so they should have been refunded without me having to file a complaint. To make this right, I would like an owner's manual at their cost mailed to my house. If they really want to show me they appreciate my business, they can also mail me a cargo mat for the car due to them NOT providing me with the specific car mats I originally requested. In addition, I still haven't received my original documents MAILED to me as I previously requested. I DO NOT want to have to reach out to the dealership again for these items that should have been taken care of initially. 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 07/11/2025

  7/11/2025
  
  RE: Consumer Compliant #********
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Metro Mazda has investigated the concerns of the customer and found the following:
  
  We spoke to the ** at the location who confirmed that the paperwork for the deal has been mailed out to the customer, and we apologize for the delay.   Regarding the owners manual, the previous owner did not supply an owners manual when the car was traded in and we therefore do not have one.  The owners manual and cargo mat were not part of the deal and we will not be able to provide these to the customer.
  
  Thank you again for your business.  
  
  
  Sincerely,
  
  **** Darrow Metro Maza

  Customer Answer

  Date: 07/11/2025

  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 contacted by the general manager, ***** *****, regarding my ongoing concerns. Unfortunately, the conversation was unproductive and unprofessional. Mr. ***** was dismissive, condescending, and made it clear he had no intention of resolving my concerns or acknowledging the poor experience I had during the purchase of my vehicle.
  One specific issue remains unresolved: the dealerships refusal to provide an owners manual for the $35,000 vehicle I purchased. Mr. ***** explicitly stated he would not provide anything for free because I had submitted complaints and shared negative feedback. I find it deeply inappropriate and unprofessional for a manager to deny basic vehicle documentationsomething that should be standardbased on my right to express dissatisfaction.
  His argument was that unless I could show an advertisement specifically stating that an owners manual is included, they are not obligated to provide one. However, just as advertisements dont mention that vehicles come with windows, an owners manual is a reasonable and standard expectation. It contains important safety, maintenance, and operation information that every vehicle owner should have.
  Although the dealership did refund fees that I believe were charged improperly, this was only after I filed complaints. They have made no further effort to rectify the situation, despite their mishandling of my transaction from the beginning. This pattern of behavior is troubling, especially when similar concerns are echoed in other customer reviews.
  I do not consider this matter resolved. At a minimum, I expect the dealership to provide an owners manual for the vehicle at their expense. This is a basic, reasonable request after such a poor purchasing experience. I am filing this complaint not only for myself but in hopes of preventing future customers from being treated the same way.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from this wisconsin dealership while living in *****. Their legal responsibility was to register my car in *****. Per the texas title and registration paperwork filled out at the dealership (and sighed by their employee), the vehicle was to be registered in ***************. However the dealership sent all the paperwork to ************, because of this the title was rejected and I never received title and can not register my car. Wisconsin and Texas law both state that a dealership is responsible for sending over all required paperwork to register a car and get a title. I have worked with the dealership for over a week to try and get the title fixed, however they are refusing to help me and told me to no longer contact them. They are refusing to do their legally required job and showing proof of negligence and Breach of contract. I just want them to do what they are supposed to do to get my car legally registered and title accepted.

  

  Business Response

  Date: 07/08/2025

  Our business office has been in touch with the customer and has come to a conclusion to get the correct filings where they need to go. We are truly sorry for the inconveniences this has caused you. Thank you again for being our customer. 

  Customer Answer

  Date: 07/14/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 07/14/2025

  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.
  
  Issues have not been resolved. Main corporate office has not fixed the issue and will not return any of my calls. I have called multiple times daily for over 2 weeks with no luck of reaching the titling specialist and no luck getting a call back after leaving voicemails. 

  Issue is unresolved and no one from their office is working with me. Their statement is a lie.

  
  Regards,
  
  **** *****

  

  Business Response

  Date: 07/17/2025

  7/17/2025
  
  RE: Consumer Compliant #********
  
  To whom it may concern,
  
  Regarding the complaint filed, Russ Darrow Greenfield Mazda has investigated the concerns of the customer and found the following:
  
  We apologize for the delay and want to assure you that we have been working diligently to resolve this issue.   The ************** of Transportation is also involved and we were told that they have been in contact with the customer and a plan is in place.  We appreciate your patience in this matter and we want to assure you that we are working to resolve this as quickly as possible.  Thank you again for being a **** Darrow customer, we truly appreciate your business. 
  
  
  
  Thank you again for your business.  
  
  
  Sincerely,
  
  Russ Darrow Greenfield Mazda

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle was sold to my family February 2024. From day one the vehicle was having transmission issues. Unknown to the average car owner. After an oil change and voice of concern about loud noise coming from the front driver side technician said it was safe to drive. Turns out to be 3 loose lug nuts found by another dealership. Then the door breaks down. Thats technology I get it. After a break change done by mechanic friend we bring the vehicle in for the transmission. ******* to fix doesnt fix. Bring the car back for almost a month! The car is still doing the same thing. **** Darrow manager reaches out via email from bad survey and does not respond to email. I follow up and does not respond. Company reaches of for hey purchase the rental you used and I voice complaint. After saying no I dont want more service I want an answer to why this car was on the lot I get scripted response. You want all the surveys but cannot handle an escalation.

  

  Business Response

  Date: 06/19/2025

  6/19/2025
  
  RE: Consumer Complaint  #********
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Metro Nissan has investigated the concerns of the customer and found the following:
  
  Our customer service *** has reached out to the customer and they are working with the ** at this location to find a fair resolution with the customer.
  
  We will update the ******************** once we have more information.       
  
  Sincerely,
  
  **** Darrow Metro Nissan

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a 2022 Mazda CX-30 from **** Darrow Mazda on February 19, 2025, with approximately ****** miles. Since day one, my experience has been extremely frustrating and disappointing. Ive had to bring my vehicle in **four times** (March 18, March 25, April 18, and May 12) for the **same issue**a knocking and grinding noise when braking or slowing down.The dealership initially diagnosed a leaking axle and claimed to have fixed it, but the issue persisted. Since then, *** had front struts replaced, brake pads inspected, and multiple technicians look at the car. Yet the problem still hasnt been resolved.While ******* ****** in the service department has been helpful and communicative, I have spent more time in **loaner cars** than in the vehicle Im making payments on. Whats even more frustrating is that every time I picked up my car, it was returned to me with an empty tank. On my last visit, I returned the loaner car without a full tank and explained whyonly to be met with **unprofessional behavior from the service manager, ***** ********, who dismissed my concerns and made an inappropriate eye for an eye comment.This is **not how loyal customers should be treated**. When I purchased the vehicle, I was told it had been thoroughly inspected and was in great condition. That clearly wasnt the case. I feel like I was **sold a faulty car**, and the dealership has shown **little regard for my time, money, or peace of mind**.I do not recommend **** Darrow Mazda and would advise anyone looking to purchase a vehicle to be extremely cautious. My experience has been nothing short of a nightmare, and I will be taking further steps to escalate this matter.

  

  Business Response

  Date: 06/03/2025

  6/3/25
  
  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  Regarding the complaint filed, Russ Darrow Greenfield Mazda has investigated the concerns of the customer and found the following:
  
  We understand that service issues can be frustrating and apologize that it has taken several visits to resolve this issue for the customer.  The service department is having a difficult time duplicating the knocking and grinding noise when braking or slowing down that the customer continues to observe.  The ** at the location has been in contact with this customer and on Thursday May 29, 2025, the ** offered to replace the brakes with new ones with hopes that this would resolve the issue.   The customer has refused the offer to have the brakes replaced at this time; however, the ** told her that it is a standing offer if she decides to do so later.
  
  
  
  Sincerely,
  
  Russ Darrow Greenfield Mazda
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 3rd, 2024, I purchased a 2015 *** ***** EX from **** Darrow Mazda of Milwaukee, with financing arranged through *********************. As part of the agreement, the dealership committed to repairing an airbag issue before delivering the vehicle.I signed all the necessary documents, the loan was processed and finalized, yet as of today, over two weeks later, the vehicle has not been delivered, and the dealership has not provided any updates, timeline, or communication of any kind.I have made multiple attempts to reach their sales and service departments via phone and email none of which have been returned. I live in *******, and I believe the dealership has exploited this distance, knowing I cannot simply walk in and demand answers. Their behavior has been unprofessional, evasive, and disrespectful to a paying customer.Meanwhile, Im being charged for the first installment of a car loan on a vehicle that I have never received.I have already filed formal complaints with the ****************************************************************** (*****) and the ************************************** (***), including a detailed written statement and supporting documents.I am requesting one of the following two resolutions:1. That the dealership repurchase the vehicle and take full responsibility for paying off the loan balance with **********************OR 2. If they intend to proceed with delivery of the vehicle, I demand that it be delivered immediately, with documentation proving the airbag repair was completed as agreed. Additionally, since the vehicle was sold "As-Is", but has remained under their control for over two weeks, I am requesting a 2-year written extended warranty at no cost to me.This entire situation has created unnecessary stress and financial risk for me, and I find the dealerships complete lack of professionalism unacceptable. I expect BBB to help facilitate a fair and urgent resolution.

  

  Business Response

  Date: 05/23/2025

  5/23/25
  
  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Metro Mazda has investigated the concerns of the customer and found the following:
  
  When we sold the vehicle to the customer, we agreed to fix the airbag light on the vehicle. It needed a sensor that was on order, which arrived today. Its going to our Wauwatosa *** location to be installed and then it will be able to be delivered to the customer in *********I apologize for any inconvenience or poor communication that may have transpired between us and the customer and would like to offer to make his first payment on the vehicle to resolve the situation.
  
  
  Sincerely,
  
  **** Darrow Metro Mazda
  
  
  

  Customer Answer

  Date: 05/23/2025

  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 would like to thank the dealership for their recent offer to cover the first loan payment as a gesture to help reconcile the situation. I acknowledge and value the intention behind this offer.

  
  

  However, I believe it does not fully address the concerns that have led me to file this complaint. When I purchased the vehicle, I did not opt for any extended warranty, and the sale was conducted AS-IS. Given the significant delays, lack of proactive communication, and poor handling of the situation from the dealerships side, I feel this offer falls short of restoring the confidence I initially had in doing business with them.

  
  

  At this point, I believe the dealership should go a step further by offering some form of warranty or limited guarantee on the vehicle. This would serve not only as a fair resolution but also as a sign of goodwill and accountability, considering the time elapsed since the sale and the fact that the vehicle has not yet been delivered.

  
  

  Without such a measure, I am left with no reassurance regarding the current condition of the car, nor any protection against potential hidden issues that may arise shortly after delivery. My overall experience has been disappointing, and I have unfortunately lost trust in their assurances.

  
  

  I remain open to a resolution that reflects a sincere commitment to customer service and accountability.

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

  Customer Answer

  Date: 06/25/2025

  [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,
  
  ********* ******
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/22/25 I purchased a 2015 Ram 3500 from **** Darrow **************** I Drove 13 hours from ************, the truck had a oil leak coming from the bottom of the bell housing upon looking underneath the vehicle, the dealership gave me $500 dollars off the agreed upon price. The Dealership offered me an extended warranty and reassured me and my father that the warranty would cover gaskets and seals, out of good faith I trusted them. ******* had told me too wait a month before summit if my warranty claim so the paper work could go through. During this time I only had a one monthly temporary tag, due too incorrect paper work from the dealership I did not get my Registration and license plate until the begging of May, so the truck had too be parked. Had a hard time dealing with the dealership too get that issues resolved. Just last week 5/14/25 the truck went too a local dealership for the warranty work, I was informed after the review of the truck and a call too the warranty company that my truck is not covered, since gaskets and seals are not cover on vehicles with over ******* miles, and was informed by the dealership it will need $6,900 worth of work, less than 90 days of pushased from your dealership. So no I will need too cancel the warranty that the dealership insured me that would cover my truck but does not (in my opinion they should not be able too see a warranty that does not cover a vehicle) that too me is theft by deception. Secondly the truck should have never have left with all the major issues it is having, even upon looking at it in the parking lot of the dealership, I asked if a mechanic could come look and was told there were non available. I have a check list from the dealership service department saying the vehicle was checked over by a technician and everything was okay. That statement was faulty on there part. The general manager said he would come up with a resolution and now I am being told there is no resolution.

  

  Business Response

  Date: 05/23/2025

  5/23/25
  
  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Waukesha *** has investigated the concerns of the customer and found the following:
  
  On February 22, 2025, the customer purchased a 2015 Ram 3500. During our pre-delivery inspection we noted evidence of an oil leak, so we negotiated a discount that the customer accepted.  While we perform comprehensive inspections,any vehicle over a decade old with ******* miles carries the inherent risk of unexpected issues. We regret that Mr. ******* has encountered problems and hope that he is able to resolve them.
  
  Regarding the warranty, we reviewed the coverage and explained that his purchased warranty does not cover gasket failures beyond ******* miles and offered to fully refund him for that coverage.  Per his request, we have refunded the warranty and have attached a copy of the check and *** tracking number, which was sent out yesterday, 5/22/25 to his lender and will be applied to his outstanding loan balance.
  
  
  Sincerely,
  
  **** Darrow Waukesha ***

  Customer Answer

  Date: 05/27/2025

  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.
  
  [Hello, In regard to **** Darrow response I do not agree with there actions,  Under the Wisconsin Motor Vehicle Trade Practice Law - The condition of general and safety equipment items
  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."  ] As noted on the Wisconsin Laws and Regulations, there was no mention on the buyers guide stating the vehicle had any issues, but in fact it did. Regarding the (one issue) I had found at **** Darrow *** of Waukesha they did discount the vehicle. I believe in my good faith that the dealership preformed a dishonesty Safety and maintenance check of the vehicle. The paper, **** Darrow provided me stated that the vehicle did not have any issues. This statement was faulty as the vehicle had issues on the dealer lot. Per **** Darrow response,  While we perform comprehensive inspections, any vehicle over a decade old with ******* miles carries the inherent risk of unexpected issues.  I did not sign a paper that stated there could or would be any inherent risk of unexpected issues. In my belief **** Darrow does not want to be accountable for one of there licensed inspection mechanics making inaccurate reports. With a vehicle less than 90 days of owning it, the vehicle was quoted at $6,900 of work. I **** **** Darrow does not treat there customers as they have treated me with the disrespect and misleading they have done. Shame on any company or entity that has acted they way **** Darrow has. 
  Regards,
  
  **** *******

  Customer Answer

  Date: 05/28/2025

  Good afternoon, I just wanted too reach out regarding another issue I have encountered, **** Darrow had sent a check too ************** with the return of my warranty amount to be accredited onto my remaining balance, They have sent it too the wrong address, and I would like too find out if they are going too correct this and send it too the right address.
  

  

  Business Response

  Date: 05/29/2025

  5/29/25
  
  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  We have received the *** package back from Ally which contained the refund check, a return label was attached stating it was being returned due to service disruption. To expedite the payment to Ally, the warranty department processed an *** payment directly to Ally Smart Cash. We have attached a copy of the *** receipt.
  
  Again, we apologize for the delay and inconvenience.
  
  
  
  Sincerely,
  
  **** Darrow Waukesha ***

  Customer Answer

  Date: 06/02/2025

  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 believe you had mentioned they electronically sent it to *************** I just called them and had spoken with a representative 6/2/25 this afternoon and they have not received anything from **** Darrow regarding my refund. If you are able too reach out and see if they have any details on this and if they are able too provide a tracking number or receipt for this transaction. That would be great. 

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

  

  Business Response

  Date: 06/03/2025

  6/3/25

   

  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  We confirm that the funds were deducted from our account on 5/29/25, however, we do not know how quickly Ally will apply the monies to your account.  We apologize for any inconvenience and would recommend you wait a few days and check back with Ally.  We have attached our ACH receipt showing the amount of $3070.82 with the last eight of the vin #FG542421 as a reference number.
  
  
  Sincerely,
  
  **** Darrow Waukesha Kia
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/30/2025 My mom, ***** *******, received a call from Ya Ya that I was approved for a vehicle and told to take me up to the dealership to sign the paperwork. But before doing so, she requested that he put in writing that the dealership will fix whatever that was on the vehicle that was rattling before driving off the lot. We got up there, we signed the We Owe, You Owe form for the rattling on the vehicle, stating that they will fix whatever it is. My mom asked Ya Ya where was the paperwork to sign for the vehicle. He got up and told us to wait a minute and walked towards the office where they do the financing. As we were sitting there, I started receiving notifications that they were running my credit. I was so confused and told my mom, and she told me to go and get someone from the financing office because When I went back there, they told us to wait. At this point, my mom is confused and frustrated because we were called up there on false pretenses. ***** minutes later, Ale came out and asked my mom who told her that I was approved for the loan. She didn't say Ya Ya's name, but she looked in Ya Ya's direction with the look. Ya Ya sat on the phone with my mom and told her one too many lies to get me up there knowing that I wouldn't be leaving with a car. And on top of that, he kept asking her did she take me to the bank for an approval that I was supposed to be already approved. Ya Ya had my credit ran without my knowledge of doing so. My mom has been going back and forth and still haven't come to a resolution. She spoke with the General Manager Jaylynn and he supposed to be working on the issue but haven't heard anything since. I feel like I've been bamboozled and they're not taking accountability for the actions of their employee that lied countless times. I want them to correct my credit with all the credit bureaus that received an inquiry on their behalf.

  

  Business Response

  Date: 05/31/2025

  5/31/25
  
  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Metro Mazda has investigated the concerns of the customer and found the following:
  
  The GM at the location has been in contact with this customer, unfortunately they have not been able to get the customer into a vehicle.
  
  
  Sincerely,
  
  **** Darrow Metro Mazda
  

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23350928 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They have not contacted me with any type of updates.  This is unacceptable and bad business! They're not taking accountable to what was done and for the salesman to just lie after lie, that shows the character of the business.  If I would've known that this was going to happen, I could've just gone to the ************ where I could've easily been approved.  If Ya Ya could've just came out and said that nothing was done on their end, I would've never shown up and my credit would've remained as is.  They ran my credit without my knowledge because the salesman, Ya Ya, sat up there and just fabricated a whole entire story to get me up there.  I don't deserve none of this.   
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 06/20/2025

  6/20/2025
  
  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  Regarding the complaint filed, **** Darrow Metro Mazda has investigated the concerns of the customer and found the following:
  
  We spoke to the General Manager at the location and he said that the customer did fill out an online credit application on our AutoFI website.    Attached is a snippet of the application and the car the customer was interested in at the time, we removed the customers personal information for privacy.  Our goal is to assist customers in purchasing a vehicle, we would not intentionally ask someone to the dealership if they had no interest in purchasing a car.  Unfortunately, this customer was under the assumption that being preapproved meant she did not have to have her credit bureau ran which was not the case.  The salesperson should have explained that any final approval was contingent on her actual credit bureau.  Unfortunately, in this case, we were unable to obtain financing for the customer.  We apologize that the salesperson did not explain the process of purchasing a car in a more thorough way so that the customer was fully informed.
  
  Again, we apologize for any misunderstanding or inconvenience this has caused the customer.
  
  
  Sincerely,
  
  **** Darrow Metro Mazda
  
  Snapshot of Online Application Personal Information has been removed for privacy reasons.

  
  
  

  
  

  Customer Answer

  Date: 06/24/2025

  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.
  
  For the simple fact that you're not taking responsible for the actions of ***** says a lot about the company.  I signed a form for you to run my credit, but you also stated that it'll be easy for me to get approved through inhouse financing for first time buyers.  The day I did, my credit wasn't run.  You decided to run my credit after the fact that I was told that I was already approved.  I did not tell Ya Ya permission to run my credit after the fact that I was told that I was approved.  He got me under false pretenses. Now if I would've known that she wasn't approved, we would've gone through her bank where she could've easily been approved.  Now if she wasn't approved through inhouse, you had no business running her credit through other finance companies or running it more than once because you definitely didn't have permission to do so.  I'm flabbergasted that you think that this is ok.

   
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After servicing my car, the check engine light came on and they have been unable to fix it. I have taken it in 6 times to two different dealerships and *** wont refund under WI lemon law, even though it qualifies. I have only had issues and have also contacted a lawyer to help get this resolved.

  Customer Answer

  Date: 05/15/2025

  Hello,

   

  **** Darrows address is ***********************************************************

  And the other dealership is Janesville *** and their address is ***************************************

  

  Business Response

  Date: 05/15/2025

  5/15/2025
  
  
  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  Regarding the complaint filed, Russ Darrow Madison Kia has investigated the concerns of the customer and found the following:
  
  Our service records show that the customer has been in twice at our dealership since he purchased the vehicle in 2024, we have no record that he came in for a Check Engine Light issue.
  
  1st visit -12/2024 Oil Change only, no comment of any check engine light.
  2nd visit- 01/2025 Recall Notice,no comment of any check engine light.
  
  We have attached the repair orders we have on file for this customer.  We noticed that he mentioned a different Kia ********** which is not a **** Darrow **********.  We would have no access to those service records,nor would we be aware of any dealings the customer may have had with them regarding this matter.
  
  
  Sincerely,
  
  Russ Darrow Madison Kia

  Customer Answer

  Date: 05/15/2025

  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.
  

  My vehicle was actually taken in and made available for repairs 4 times at **** Darrow, here are the dates and the concerns that were supposed to be addressed each time. I would also like records of all my appointments made to bring the vehicle in as even though a service record may not have been created I did in fact take my vehicle in for repairs. 

  **12/7/2024**
  After purchasing my vehicle, I took it for its first oil change, which took an unusually long
  three hours. Right after leaving the dealership, the check engine light came on.
  Frustrated, I turned around and returned to the dealer's service department. They
  checked the code and informed me it was related to the camshaft. The service
  manager, ***, assured me that it meant nothing since they had just conducted a full
  inspection, cleared the code, and sent me on my way.
  **12/21/2024**
  Once again, the check engine light reappeared after a week, so I scheduled another
  appointment. When I arrived, *** inquired if I had recently had an oil change. After
  confirming, he told me they had overfilled the oil by two quarts and drained it out. He
  promised that this would resolve the camshaft issue, cleared the code, and sent me off
  with the assurance that it shouldn't come back on.
  **1/18/2025**
  Despite Joes assurances, the check engine light returned for the third time after a week
  and half. I made yet another appointment, and *** informed me he would open a
  techline ticket with *** to investigate further due to the repeated issues. He cleared the
  code but did not follow through on opening the ticket as promised. As *** customer service ************************ confirmed that no ticket was ever opened by **** Darrow for the issue. 
  **1/25/2025**
  I was notified that *** had issued multiple recalls to address the issues with my vehicle's
  check engine light. I took the car in for the updates, believing this would finally solve the
  problem. However, on February 1st, the check engine light illuminated once again. *** customer service confirmed these updates were not due to a techline ticket for my vehicle but were general recalls not specific for my issues, even though *** made the impression that it was because of that. 

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

  

  Business Response

  Date: 05/20/2025

  5/20/2025
  
  
  RE: Consumer Complaint #********
  
  To whom it may concern,
  
  Regarding the complaint filed, Russ Darrow Madison Kia has investigated the concerns of the customer and found the following:
  
  We spoke to the service manager, he said they are currently working with the customer to resolve the check engine light issue.   A part for a recirculation breather hose has been ordered (part is covered by warranty) and is expected next week.  Once the part has arrived,they will schedule the customer to come in and have the repair.  
  
  Sincerely,
  
  Russ Darrow Madison Kia