I received a credit offer from Russ Dartow Honda on Brown Deer road so I looked at their used car inventory and found a car I liked. I called first and then went to the dealership on Saturday to complete my financing so they could get the car from another location on Monday morning. On Monday I spoke with them and was told the car was sold. I then called the Madison location and was informed that the car was still for sale. I called Russ Darrow Honda back and explained that there must be a mistake because Madison said they have the car. They called me back after they said they investigated and said someone was thinking about buying the car but thought it had mechanical issues and that they would not sell the car to me because it was ” a piece if crap “. Over the next few days and evenings they had me go through their online inventory and choose another vehicle. Each vehicle I chose was “sold “. For two nights we were called to come drive vehicles they thought I would like . I should mention all these cars were on their lot or the one. 5 miles away. After I went and drove the cars I was told that they had too many miles for my financing. When I asked why you would have me come and drive them they just shrugged their shoulders. They then found a car I was interested in and I drove it and sat down to go the paperwork. The sale an came to me and told me the monthly payment and I said for what car? It was several thousand more than the Internet price, I was also told I had to buy an expensive warranty and pay an extra thousand dollars since my credit wasn’t great. Funny, I thought the high interest rate was my punishment for my lower credit score. All the sudden all the salesmen left and the General Manager came out and was very brief with me. When I questioned the huge increase I was told that this deal would not work and he stood up and shook our hands and said goodnight, no car! I called about each car from other Russ Darrow lots that they said had been sold and each was was still for sale. It became clear to me that they were only going to sell me a car from their lot or their nearby Nissan lot. The last car I called to see about was at their Appleton store and I got a very nice saleswoman named Sadie that said yes that particular car was still for sale and she was looking at it! She then asked what was going on and I told her my story. I filled out their credit app so she could get me the original car from Madison but the next day it really was sold. She worked very hard to make it right and set me up with their Corporate Finance Director, Spencer. He was very nice and arranged for me to purchase one of the cars I was interested in and asked me to go to the Russ Darrow Nissan store at 11;00 on Saturday morning to sign the finance papers and take delivery of the car. I was told that Nick their GM would handle it personally and Spencer assured me Nick would have it all ready for me. I arrived and was offered a seat and a young salesman approached and let me know that Nick would be coming in later and that the car Spencer arranged financing for had been sold the previous Monday! ( this car is still to this day being advertised on their website). I did not get upset just asked if there was a similar vehicle that I could look at. For the next three hours we looked at several car but none like the Ford Edge I was there to buy. After three hours of this I walked across the showroom to a desk with about 5 men sitting there and said I was not interested in buying the Chevy traverse they were pushing on me and that at this point they should call other locations and try to find a Ford Edge. I let them know that I would pay more and deserved to be given that option. A man then spun around his chair and asked me what I did for a living (sales) and asked me if people walked into my office and told be how to do my job? I said no but it’s been three hours and I have had a very bad Russ Darrow experience. This gentleman which I discovered was indeed Nick said ” not at this location” I said your wrong I arrived this morning to take home a car that you didn’t even realize was already sold so I am having a problem with this location! He then said I am denying you a sale and goodby! I couldn’t believe this happened again! I had someone else with me on both occasions that assured me I was polite and very understanding and way to patient with them. I cried all afternoon and just felt like I didn’t understand why this was happening to me, all I was trying to do was give them business and pay for a car! I called Spencer and he apologized and said he would buy a ford edge at auction for me on Monday and get one like I wanted. He indicated that this was not common practice but since I had such a poor experience with Russ Darrow that he wanted to do this for me. He said to be available by phone so he could get my ok before he bought a car at auction. I cleared my work calendar and waited for his call. He texted me later to say that there wasn’t a match and that it would take some time to find what I wanted. I was emotionally exhausted, behind on work ( I have two jobs) so I went back on their site and found a newer model that was a few thousand dollars more and asked him to work up the numbers for me. He kept saying the price was not listed but on their mobile site it showed the Price, when I pulled it up on my laptop it did say call for price. He told me he was not making money and giving me it at cost but the amount was the same as it said on their mobile site. The VIN numbers were the same so I knew it was the same car. He was generous and gave me a warranty at cost and the price was fair so I said ok I’ll take it. He had to get the car from Madidon and have it delivered to the Waukesha location. I asked if I could come in the next day but he said my financing would expire if I did not go that night. The Internet listing ( which I have pictures of) said the car had leather seats and Sirius radio and blue tooth and many other upgrades offered on the base SE model. I arrived and the car was still being cleaned and I was helped by the best Russ Darrow employee I had encountered, Junior. He took all my information and introduced me to the finance manager. In the meantime he showed me the car and let me drive it. It was 8:30 by then and dark and I was not feeling well so I depended on the description of the vehicle and honestly did not inspect to see if every option was there. I saw the LCD screens and the button for the Bluetooth phone and the Sirius satellite button so I believed it was there and it was late and I wanted to sign the papers and go home. I also knew I had to subscribe to Sirius radio and I would have to read the manual to learn how to set up the blue tooth so I figured I would do that in the morning. I realized the seats were not leather as advertised but I was fine with that as I was so sick of Russ Darrow and the process that I just wanted it to be over. This took up three valuable weeks of my life. I pushed the phone and Sirius button on my car the next morning and the LCD screen said this option was not installed on this vehicle! I called Junior and he said he would call Spencer and find out what to do about it. 48 hours later and no call back I just texted Spencer. He said I chose the car and he gave me such a great price that they lost money ( I paid the stated Internet price) so there was nothing he could do about it and that their Internet ads were often incorrect. He said they rely on the cars vin #s to give them those details and they are often incorrect and there is nothing he could do but sell me the Sirius radio at dealer cost and while he values me as a customer he is not able to do anymore for me. I also noticed tonight that my car has manual headlight! What car in 2013 has manual headlights, it was not advertised that way! To sum it up I was a patient customer that only stuck with Russ Darrow after several unpleasant experiences because one nice saleswoman put me together with the finance guy who kept my business because he was able to get me a great interest rate. I am not a gluten for punishment and this was the only reason I kept going back. They wore me down until I bought a car that was falsely advertised as having features it did not, the one owner it advertised was a car rental company and my purchase was rushed. Yes I could have examined it in the dark with a fine tooth comb but I didn’t and I am stuck paying. $430 a month for a vehicle that doesn’t have many of the advertised options. They got me, good job! I am a very outspoken saleswoman from two prominent Milwaukee families that own half a dozen businesses (they spend several hundred thousand dollars on fleets every January ) and I am very active in the community. I will be sure to share my Russ Darrow experience. This is a good case for you never know who you are meeting and how far their voice can be heard. Spencer never saw the car and I know he had no bad intentions and Sadie (Appleton) and Junior (Waukesha) represented Russ Darrow well. As for all the other employees I dealt with at their Honda and Nissan stores I consider them liars and wasters of my valuable time. I was lied to, called a silly White lady ( yes this happened at the Honda store), insulted, made to feel as if i was being difficult, dismissed and denied a car purchase by two dealerships, and finally purchased a car that was falsely advertised! I would say Russ Darrow has a lot work to go on their business practices!
This complaint and/or review was posted on HolySmoke.org on 13:16 pm, December 05, 2019 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/russ-darrow-group/.
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