Customer ReviewsforRuss Darrow Group, Inc.

Purchased a 2018 Mazda 5 along with the extended warranty for $2250. The car was just serviced for an oil change last month. Not long after getting the oil changed there was the smell of something burning. I was told it was a cylinder head with a massive leak which made me question how did it become massive when it was just serviced. I knew that I had purchased a warranty, initially they were confident it would be covered but after speaking with ****** warranty, it was said it wasn't covered. I also spoke with ****** who told me to take it up with the car lot. I have all the paperwork with stars by certain things including Power Train as if it is covered. I had initially approved the repair, I was going to cancel but after speaking with finance department I was assured issue would be covered. That person told me he is sure it is covered under the warranty by the car lot and not ****** and service department was looking at wrong info. He never called back and said otherwise. I get the call the following week that my car is ready with a price tag of nearly $5000. I explained to service that I was told it was covered and to speak with finance department because he was to speak with service and provide documents of purchased warranty. Finance person called me back and tried to clean up what he initially told me. I am ****** that I was not contacted as soon as he knew something other than what he told me. I feel this was very bad customer service and I am very disappointed.

Very big mistake.. I purchased a 2023 Mazda. I received a letter in the mail from ******** tolls stating that I have toll fines from a 2024. I called ******** letting them know they are not my rolls, they said I would have to call the dmv in *********. I call the dmv they state the license plate is under the dealership I purchased my Mazda from. I call them drive the 2 hours to get license plates switch and for them to pay the tolls. Only for them to ghost me. I have called three times, drove there, and emailed their company twice. No response. Please do not ever purchase your car, their communication skills lack but they dont mind sending emails to purchase their new inventory. What a disgrace. Will never purchase from them again.

On Monday March 18, I brought my 2017 Rogue for recall service and to fix turn signal and hazard. After $2000dollars diagnostic., It was determined that all four lights were burn out. I was alerted that the tech was concerned that he might break the housing. I was informed if that happened that they would order part at cost of $240 . I was also told that they have remove front bumper. Adding up it would 500 dollar to fix. I did'nt believe that all light burned out at same time. None of my concerns were addressed add that I paid 200 dollars. They were nor sure what was wrong. I had prior diagnostic indicating relay problem need to say I felt taken advantage of.

This review is for the **** Darrow CDJR in *********.They sold me a used 2017 **** F-150 with a very muddy undercarriage with tail lights that dont even turn on, and the back right turn signal not functioning. This is very frustrating for me because the ********* Buyers Guide that the inspector, *********************, signed off on marked the lights as Legal. To safely and legally operate this vehicle on ********* highways, all items listed, including lights, on this buyers guide must be in proper working condition according to TRANS 305, Wis. Adm. ***** I dont understand why ***** signed off on this if they, in fact, do not work. We contacted our salesperson, ****. He recommended we bring the truck back in for them to take a look. They couldnt promise us whether we would get charged or not. I do not feel comfortable driving another 45 minutes, risking getting pulled over by the police, just to be charged for their mistakes. Even if we did purchase their other auto service package to repair the lights, the package would have only covered 50% of electrical work. We would have still paid out of pocket for something that wasnt our fault.To top it off, their ****** package is a scam. They charge almost $3000 and automatically add it to your purchase. We did not want to add any extra packages to our purchase, but since they already applied the paint protecting coating spray, they couldnt waive the complete amount and charged us $600 just for the spray.

I wish I'd have read the reviews before we purchased a used Jeep from this awful place. Customer service was horrible. They played pass the buck for a week before we got the vehicle that needed a small repair to the door lock mechanism. Then after being told it was cleaned we found candy wrappers and other junk in the back seat. Shortly after that the engine developed a tick. My son took it in and they told him it checked out fine. He being 20 took their word for it. The noise has gotten worse and we've come to find out that this is a bad lifter and a very well known problem with this model. Honestly I could go on and on about the absolute nightmare this place is but I won't. Do I have to give them even one star because they don't even deserve that?

My lease was coming to maturity. I was hoping to purchase my car. I called Cole in the finance department and informed him I wanted to see what Russ Darrow Toyota can offer me for financing. Cole got back to me stating he was able to give me a loan but seemed unwilling to give me the details on the loan. I pressed him harder. I got on the phone with him. He decided to add an additional $5,000 to the principle by adding an extended warranty and gap insurance. At this point, I knew I would not take that loan.. I thanked Cole for the loan and requested that he sends me a copy of the document. Instead of sending me the document, he instead questioned me about the loan. He then questioned me, and I responded by giving him the name of my FI and telling him that the loan has been completed and all I need was the document. This is when he decided to give me a call. When I received the call, I told him first and foremost that the only thing I want from him is the document. Just send it to me, and we can continue like normal. He refused and then continued to argue with me about this document. Eventually he said, "We will not accept third party financing on this purchase." We argued more about this, and this is when he said, "We have you on a recorded line saying you wanted to finance the vehicle with us." My response was of course "What?" because who says something like that, let alone has something like that to a customer. Not to mention as previously mentioned I was exploring options and would never agree to a loan without details first. This whole back and forth continued until I eventually asked if he is willing to lose a loyal customer for the last decade. Cole said yes to that, which I think is very telling of the culture of Russ Darrow in general. After hearing that, I decided enough was enough, and hung up on him.