Reviews

This profile includes reviews 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

  
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  Russ Darrow Group, Inc.

  3520 S 108th St Greenfield, WI 53228-1204

  
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  Russ Darrow Group, Inc.

  988 South Green Bay Rd Neenah, WI 54956

  
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  Russ Darrow Group, Inc.

  2141 E Moreland Blvd Waukesha, WI 53186-4020

  
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  Russ Darrow Group, Inc.

  6525 Odana Rd Madison, WI 53719-1112

  

Review Details

• Review fromReza S

  Date: 07/11/2025

  1 star
  I am writing to share my recent and disappointing experience at Russ Darrow Mazda on the Beltline in Madison. On July 10th around 11:50 AM, my father-in-law—who is a senior citizen and a disabled veteran—and I visited the dealership to look at a car. After a test drive and some initial discussions with the salesperson, Tony, we began the paperwork and negotiations. During the process, a female staff member mentioned that another customer was scheduled to come see the same car in about an hour and a half. Despite this, we continued with the negotiations, working closely with both her and another manager named Dan. After some back and forth, we made the decision to purchase the vehicle. At the very last minute, however, the manager returned and told us that the car had been sold to someone else. We were shocked and deeply disappointed. We had been at the dealership for over three hours and were the first ones to show interest in the car. If someone else had already placed a hold or was in line ahead of us, why waste our time? And if we were first, why sell the car to someone else? This experience was especially upsetting given that my father-in-law, a disabled veteran who served this country, was treated with such disrespect by the staff. The actions of the team at Russ Darrow Mazda were not only unprofessional but unethical. At one point, when we asked for an explanation, the general manager simply said it was a "miscommunication." If there was truly a miscommunication, then that speaks to a larger issue of poor internal coordination and customer service. In reality, it felt more like we were manipulated and played. Creating a high-pressure, chaotic environment and pitting customers against one another is unacceptable. If the staff at Russ Darrow Mazda cannot communicate with each other, they should not be in a position to serve the public—especially when dealing with vulnerable individuals like elderly veterans

• Review fromJames W

  Date: 07/02/2025

  1 star
  Sold Me a Lemon and Refused to Make It Right I usually don’t write reviews, but I feel obligated to warn others. I recently purchased a vehicle from Russ Darrow Mitsubishi, and it has been a nightmare from day one. Within days of driving it off the lot, I discovered multiple serious issues that clearly should have been addressed or disclosed before the sale. When I contacted the dealership to give them a chance to make it right, I was met with indifference and zero accountability. Instead of helping, they passed the blame and acted like it wasn’t their problem anymore. It’s clear to me that Russ Darrow Mitsubishi more interested in making a quick sale than standing behind what they sell. I now have a vehicle that needs thousands in repairs—essentially a piece of junk—and no support from the people who sold it to me. I strongly advise anyone considering doing business here to think twice. If you value transparency, integrity, and customer service, look elsewhere. I wish I had.

• Review fromAlexandria C

  Date: 06/25/2025

  1 star
  5/30/2025 down payment paid to pull off the lot with it with a 2016 Nissan Rogue. Not even two days after driving off the lot I started hearing scraping and beeping on the front driver side. I figured it was the new breaks and rotors that they said was replaced. June 2nd, I emailed Milad and informed him of the beeping sound and was told to schedule an appointment. June 4th, I started noticing that the truck was starting to pull off slower and I just figured I wasn't pushing on the gas paddle fully. June 6th when leaving home for work the car did not pull off when placed in drive. I had to put it back in park and then back in drive and that's when the truck took 5-6 seconds before it pulled off. While on my way to work it kept jerking and shaking but I was able to make it to work. When leaving work along with my friend on June 6th we got in our trucks but when I put the truck in drive it did not move at all. I had to put it back in park and then in drive again like I did that morning and again it took close to a minute before the truck pulled off. Once I got home, I emailed Milad informing him what happened, and he again told me to schedule. I scheduled an appointment for June 7th and took it in where I was informed that I had to pay a service fee to have the truck looked at. June 9th I was informed that the transmission was the issue on the Nissan Rogue and that they were waiting on Nissan to see if they would cover it. I was then told that I was responsible for the $5500 transmission since I drove off the lot with it and it was fine. My options were either pay for the transmission, trade the truck in and or do another application. I was told that I was unable to get my money back because the bank had already sent payment for the Nissan Rogue. 6/21/25 I went in and was informed of a payment plan for the transmission. The finance manager asked me if I had $500 for down payment because I had to do another finance application and that it will be a higher down payment

  Alexandria C

  Date: 07/23/2025

  I have been waiting to hear from someone in corporate about the 2016 Nissan Rogue that I got from **** Darrow Metro Mazda and still have not received not one phone call. I have called their corporate office multiple times, left messages with staff etc and still nothing. This company has caused me so much financial problems since pulling off their lot almost two months ago. They did not want to take the truck back nor give me my money back due to them selling me a truck that they cleared the codes on in order to get it off their lot. And between 2-5 days I started having problems and then the transmission went out. The staff at this location was nothing but rude to me and do not care about customers nor their livelihood. Ive had to call off of work due to no transportation and can possibly lose my job because of this. This is beyond wrong and the company doesnt care because its not them nor their family.

• Review fromJack H

  Date: 05/20/2025

  1 star
  Zero stars. I would like someone from BBB to reach out and address this. My experience with **** Darrow has been nothing short of a case study in negligent customer service and systemic incompetence. Every single interactionfrom the initial sale to ongoing attempts to correct their mistakeshas been painful, frustrating, and utterly ***************** start, the dealership failed to provide the proper documentation for the vehicle I purchased. What should have been a routine administrative process took months to resolve due to repeated errors on their part.The issues didnt stop there. They completely mishandled the license plate shipment, then expected ***** customerto fix and pay for their mistake. A similar situation occurred with the loan used to finance the car: they mismanaged key steps and again attempted to push the financial burden onto me rather than taking accountability.Perhaps the most baffling failure was when they provided me with spare keys to a completely different vehicle. After weeks of unanswered calls, voicemails, and being passed from one employee to another, I was finally told that the dealership would not correct this unless I paid for a new keyeven though it was 100% their error.Throughout this entire ordeal, calls and messages to the dealership, sales team, and customer service went unanswered. Not once did anyone proactively reach out or take ownership of the mounting issues. This is more than just poor customer serviceits a level of operational failure that borders on malpractice.I strongly advise others to avoid doing business with **** Darrow. This dealership demonstrates a fundamental disregard for its customers and lacks the basic competence to manage even the most standard aspects of vehicle sales and service.

• Review fromDonna j.

  Date: 05/14/2025

  1 star
  This company avoided me when I tried to cancel the purchase within 3 days. They told me it was a binding contract and could not do anything. The day I met with Noah the finance manager he rushed the sale going through the pages super fast for me to sign,never gave me my copies that day. I was told to pick them up the day I pick up the car since it was not ready for me. I have called several times leaving messages for Musa mgr .,and Noah to return vehicle because I cannot afford this and was not informed of 7 years,I thought you can only do loans for up to 6 years. I feel with me being an older woman they totally took advantage of me just to get a sale.This is so wrong and unprofessional.

• Review fromMark B

  Date: 04/17/2025

  1 star
  I wish I could leave zero stars. We have encountered numerous bad business practices by this dealership. First, we attempted to purchase a new vehicle (Mazda) from the dealer. We agreed upon a price only to later find out they added on services/features we did not request or want. These included $2,300 for paint sealant, $500 for VIN etching and other dealer add-ons. When we pushed back and asked that they be removed, the dealer insisted they never sold a vehicle without them. We were able to find an identical vehicle in ******** and that dealer did not add these unnecessary items on and actually paid to have the vehicle shipped to us at their expense. Recently, the vehicle started having a grinding sound in the steering column. After leaving the vehicle for several days with the dealer, the problem was diagnosed as an issue with the steering shaft assembly and replaced it. The dealer charged us $1,324 for the repair even though the vehicle was still under warranty. We didn't know how long the warranty period was but once we figured out it was still under warranty, we went back in and demanded a refund. The explanation was a "processing error" and after five days we received a refund. I guarantee that they knew it was under warranty and were trying to see if we would catch it. They would have charged Mazda for the warranty repair and also charged us for it.This is the worst dealer we have ever encountered and I will never do business there again.

• Review fromNicole W

  Date: 03/08/2025

  1 star
  We came in 6 months ago asking to get into a reliable truck. The truck that we financed has been into the dealership service center for repairs at least 4 times and we have had to pay for all the repairs when we had purchased a warranty that apparently doesn't cover anything. Let alone the truck has been towed twice out of the four times it's been there and has sat there for over two weeks at a time before being looked at and we have called several times asking. We even asked to trade it in and make it right. They can't do anything for us. So now we will have over $3000 stuck into a truck that we have maybe been able to drive for two months. Not recommending anyone to deal with this dealership.

• Review fromTamara W

  Date: 03/07/2025

  1 star
  If I could leave zero stars, I would. We completed a Purchase Agreement for a 2024 Dodge Ram 2500 truck at the Russ Darrow Dealership in Madison, and were scheduled to pick it up around February 22, 2025. We received a call from the Russ Darrow dealership in Madison that we couldn't pick up the truck for the agreed upon price because they were out of "coupons" for the month, and we would have to pick up the truck on March 8, 2025, when they had more coupons for March. Apparently the "coupons" are incentives to come to the agreed upon price for the truck. What the heck are coupons? Then, on March 6, 2025, the dealership called and said that if we wanted the truck, we would have to pay almost $2,000.00 more for it. The purchase agreement had already been sent to our lender and approved back in February. We got the check from our lender in February and were ready to complete the purchase and pick the truck up on March 8. It is not right to change the purchase price when a Purchase Agreement was signed. This business has been nothing but shady, and our lender even said to cancel the purchase with them because something is not right.

• Review fromAshley W.

  Date: 03/06/2025

  1 star
  Don't recommend coming here. Way to over priced. $700.00 for some spark plugs and an oil change. And its an American car!! When car was brought in dash stated charging system. So now we have to pay 205.00 for diagnostic fee when nothing was figured out. Just for us to be told we need to start with spark plugs... car was not diagnosed. Spark plugs are not charging system. From seeing all other reviews from service to buying a car. Don't look good for this company. I'd hate for my grandparents or parents to come to a place like this just to get ripped off.

• Review fromTam J

  Date: 02/11/2025

  1 star
  Came in for a recall and a diagnostic. I was told by two people that the price was around $180. When it was time to pay I was told again by Tiffany that the price was around $180. I pay and then a few days later a charge of $240 was on my card. I called and spoke with a person in service because Tiffany was out that day. They were very rude and insisted that I was lying about not being told the full price. We had a lot of back in forth and I was told to call when Tiffany is back. The next day Tiffany reached out and apologized and stated that the only thing they can do was give me a free oil change. But the only way to get the oil change is to not fill out the service survey giving them a bad review because they are trying to get an expansion approval. I did not fill out the survey and waited almost two months for the oil change. I called Tiffany and spoke with her she put me on hold for 20 minutes. So, I called and left a voicemail for a supervisor in service and it’s been almost 3 weeks with no one returning my call. I am very disappointed in the level of customer service I received. I have been with Russ Darrow since 2016. I have even recommended for others to come here. This is a big let down and I will no longer be giving my service to them.