ComplaintsforRuss Darrow Group, Inc.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Mazda CX 5 on 06/29/2023 for ****** financed. On 07/08/2023 I noticed the vehicle was leaking oil in my garage. On 07/09/2023 **** Darrow replaced the oil pan on my new vehicle. On 09/21/2023 I took my vehicle in because it had been idling and running rough. I was advised that I needed spark plugs and the injectors cleaned for $523.00. I did get the vehicle serviced that day. I am upset because I just purchased this vehicle two months ago. This vehicle was never checked out before they sold it to me. I would like for **** Darrow to reimburse me half of what I paid on 09/21/2023. That is only fair. I have bought vehicles for less money with no problems.

  

  Business response

  10/06/2023

  This customer contacted the *** about the same concern. The complaint it being handled with the ***. 

  Customer response

  10/08/2023

  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 e here.]
  
  Regards,
  
  ****************

  Customer response

  10/09/2023

  I purchased a 2020 CX5 from **** Darrow for $26,000. A week later it was leaking oil. 2 months later it needed $523.00 worth of work on it because it wasn't driving correctly. These car dealerships should not be allowed to sell a car knowing they need work. **** Darrow should be held liable for the $523.00 I paid 2 months after purchase.

  Customer response

  10/09/2023

  Yes, I am also working with the *** to resolve this issue. I filed with the BBB so that other customers can review their shady business practices.

  

  Business response

  10/11/2023

  Shortly after she purchased the vehicle, she came in with a concern of an oil leak. After looking at it we noticed that one of the gaskets from the warranty repair before sale had failed. We replaced it under a part warranty. There was no signs of damage or concern to any other components as the oil leak was very minimal. 

   

  She came in with a concern of her vehicle feeling sluggish, we recommended doing a maintenance service on her fuel injectors and replaced the spark plugs. She agreed to the maintenance, and we performed the work. This is not covered under extended warranty as it is a maintenance item. At the time ***** noticed she was a little upset, so he offered her 10% off of here maintenance services that day. 

  Customer response

  10/11/2023

  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,
  
  ****************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ill first start with my battery dying within the first year of purchasing the vehicle which I purchased in April of 2021 and it died on me July of 2022 I had to pay $180 for a new battery the second issue started in May of 2023 I had lagging and acceleration issues I took it in to **** Darrow Mazda Madison they couldn't find anything wrong and said they didnt experience any of the issues I was describing while they test drove the vehicle, I paid $100 for this. a week later my check engine light came on and the vehicle stalled on me I could not drive over 20 mph the same shop stated it was then the shift solenoids(inside the transmission) that had to be replaced they sent it to another dealership (********* Chevrolet of Madison) who programmed the solenoids because they couldnt do it, they also had to put another new battery in. I paid $551. For this when **** Darrow picked it up from ********* to give it back to me they then stated it was still having problems and needed to keep it longer (at this point its already the middle of august 2023) they kept it another week and told me the whole transmission needed be replaced and it would be $6500 Why wasnt this diagnosed at the time of the solenoids ? My warranty expired less then one month before this occurred and they still would not honor the repairs. They had to cover the repairs on the solenoids due to their staff giving me different information however all of it should have been covered at this point. My car was not with me for 3 1/2 months the inside of my vehicle had gotten bugs and a terrible smell as it wasnt able to get cleaned for a long period of time. A lot of my personal things had to be thrown out due to this. I tried speaking with management about replacing the vehicle due to so many problems they refused and said this is what cars do. Not to mention my vehicle is a 2020. I want my transmission repaired or my vehicle replaced or my next step is a lawsuit

  

  Business response

  09/19/2023

  Thank you for being a **** Darrow customer. After looking at the vehicle history, the mandatory ********* used car safety inspection was performed before the sale of the customers vehicle. All components at the time of the inspection were in proper working order. A limited warranty is provided to our customers who purchase vehicles to help them cover any items that *** be faulty right after their initial purchase. Because of the make of the vehicle, our dealership felt that the customer would be much better served if it was taken to the appropriate technicians that are trained on these specific models and have the proper programed equipment to help get to the root of the problem. As a convivence to our customer, our dealership helps coordinate this for our customer by working with the other dealership to repair their vehicle. The work done by the other dealership is no fault of the **** Darrow dealership. 

  Customer response

  09/19/2023

  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 does not directly respond to the complaint and issue I have. This has nothing to do with the repairs done by *********, when the car arrived at ********* there were already issues with it from your dealer ship see the attached invoice from ********* that goes into detail what they found. Also attached is text messages to your dealership also pertaining to ********* finding issues In the transmission outside of the solenoids when **** Darrow took it over to them. and no one reviewing that information completely at **** Darrow and getting back to me, my concerns with the vehicle safety and the needed repairs have been swept under the rug for months and is very unprofessional on your part. I would like the vehicle replaced or the repairs handled.
  Regards,
  
  *****************************

  

  Business response

  09/19/2023

  The vehicle was sold 04-08-2021 with ***** miles. It was fully serviced before it was sold. The next time the vehicle was in our service department was 2 months later for a complimentary oil change. The next time our service department saw the vehicle was with over ****** miles on it and the customer had shifting concerns. This is when it was sent to a local Chevrolet dealer. Our dealership assisted in helping with the repair and provided a loaner car to drive at no charge for several weeks. No other service records are present at our dealership for issues. The selling dealership is not responsible for concerns after a vehicle has been driven for almost ****** miles. ** the customer feels that it is a faulty transmission, this would be a manufacturers issue, and would have to be taken to a Chevrolet dealership and try and obtain a resolution from the manufacturer, in this case which is General Motors. 
  
  
  
  

  Customer response

  09/21/2023

  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.
  
  information.
  [it's not that I as the customer feel the transmission is faulty, this is what YOUR dealership **** Darrow of Mazda Madison told me and needs to take care of it due to the fact the initial issues it was having when I brought it in in *** were due to the transmission and seeing as it sat for 3 months unfixed I can imagine what other damage arises from **** Darrow negligence. Also my vehicle was seen multiple times before it was at ****** miles, I have copies of all the times it was in your service department, the files are too large to attach but I will gladly send them to you to look at 
  
  Regards,
  
  *****************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 28th 2023 I purchased a 2015 **** Focus at **** Darrow *******************. March 4th 2023 they diagnosed and fixed a check engine light. April 18th 2023 check engine light came on they diagnosed it as 02 sensor they replaced. May 10th 2023 check engine light came on they diagnosed purge valve they said come back on a different day for the installation. May 19th 2023 a woman in service told us they did put the part on at the last visit and that we were good to go. The transmission clutch stuttered between the 1st and 2nd gear. We made apportionments between June 20th 2023 - July 3rd 2023 but had Covid. After we opted out of taking it to the dealership after googling that it was a common problem and it corrects itself. August 4th 2023 the car started losing power while driving. August 7th 2023 a diagnostic saw multiple codes all led them to sensors affecting the transmission and informed ** about ****s customer satisfaction program ***** - Supplement #7 and told us to take it to the **** ******* dealership down the street. On August 11th 2023 after taking the car to **** ******* luckily we were told that the car didnt have the DPS6 problem he thought and it was actually an Output shaft speed sensor that went bad and it would be around $550. I immediately called **** Darrow and spoke the service manager, after telling him what was going on he said that he would contact the warranty company and ****. August 12th 2023, I called ******************* and asked if anyone had called yet, I was told no so I told him Id call **** **********************. I called **** Darrow and was told that we would have to wait until Monday for a service manager to be in. I called ******************* back and told them what they said. Today, Monday August 14th 2023 I got a voicemail from the service manager saying he spoke with the warranty company at Global, also known as MWD, and they said that Output Shaft Speed Sensor was not a covered component under warranty so there is nothing they will do for us.

  

  Business response

  08/29/2023

  The original safety inspection revealed that only the tires needed to be replaced. That was completed.
  
  The technician did not note any active or stored codes at the time of inspection.
  
  As the customer stated, we did "goodwill" the first 3 minor issues the customer brought to our attention even though some of them could be considered wear and tear. The customer purchased the powertrain warranty, which is the most limited coverage.
  
  Our position is the vehicle was a good running vehicle when it was sold to the customer. As can be expected, most used vehicles, at some point,  do need to be serviced for various wear and tear items, up to and including issues that the manufacturer of the vehicle may have identified and communicated via TSB's,etc. 
  
  It has now been seven months since the customer purchased the vehicle. If the current issue existed at the time of vehicle purchase the customer would not have been able to drive the vehicle for the time they have.
  
  Given the above, we are not willing to buy the car back. Our initial inspection showed no signs of the issue stated by the customer. If there was a transmission issue this would have been an auction vehicle. Thank you. 

  Customer response

  09/01/2023

  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, so I do have some updates with the car Im able to share and it shows even more how grossly negligent the job this dealership does. At the time of the dealerships response, 8/29/2023, I have owned this car for 182 days, almost approximately 6 months and there is 3 new problems, 2 transmission problems and funny enough a problem with the 02 sensor that they installed. The 1st transmission problem was fixed 8/14/23 in the form of the Output Speed Sensor being faulty which wasnt covered under warranty so it cost $502.23. The dealership stated that I purchased the powertrain warranty which is the most limited warranty which is actually news to me because we werent told of any greater warranty they had but were super ecstatic to tell us about their **** Darrow Rewards Card which they proudly told us if we got the Platinum package, a $5290 value, which would help cover the cost of parts that went bad on the car. We learned it was pretty much only for oil changes when we called their service department and asked about the 20% off dealer installed accessories (including parts and labor) and they told us the aforementioned information and also said that was useless for us as they only have ********** parts and we own a **** car. This leads us into the 2nd transmission problem that occurred 8/24/23 and was fixed 8/29/23 which was the Input Speed Sensor for $303.58. This car continuously has problem after problem after problem, the dealership says these problems can be considered wear and tear after owning the car for 182 days. These problems are more likely to be wear and tear from whoever was the previous owner and the lackluster safety inspection the dealership did after getting the car. However the 3rd problem, the faulty 02 sensor the dealership replaced 4/18/23 is a problem that really angers me because they had me and my wife sit there because they did not have the part and had to order it from **** ******* down the street however thanks to the 2 transmission problems we had we talked to a service representative who stated that the check engine light was still on after the Input Speed Sensor was installed because the diagnostic was showing codes of a faulty ****************************************************************************************************************************************************** **** Darrow is blatantly okay with lying to our face about anything they do in their dealership. At **** ******* we were told yet again we are lucky because we still havent had 1 of the 2 main problems these cars have, which I reiterate we were never told about, which is the clutch and the *** problem so I asked how much these would cost. The clutch would be $3400 and the *** is covered under a **** Customer Satisfaction Program. We understand that cars have normal wear and tear but we will not sit here and be made fools of when after 182 days this car has had a problem every month and we have spent $800 on transmission repairs. This assumes the dealership either lied about the problems or they do their job so bad they couldnt even care to check if the car had any problems. If the dealership does not want to buy the car back then what are they willing to do because at this point, every time 1 thing goes faulty in this car, another thing does and it feels like a hazard to even be on the road with it.
  
  Regards,
  
  ***************************

  

  Business response

  09/05/2023

  Our dealership has been in contact with this customer and explained some options we had. He declined what we had offered for him, so there is nothing else we can do for this customer.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early in June we made an appointment to do a custom ordered Toyota Rav4 from Russ Darrow Toyota. We came in to the dealership and put $1000 deposit down on the order. We had set an appointment date of 7/21/23 to complete the transaction and take home our new vehicle. A day or so before the appointment the salesperson the salesperson contacted us and attempted to re-schedule/delay the appointment. We declined. At that point the salesperson pushed us very hard to complete a financing application. We did not wish to use their financing as we already had completely approved financing through our local credit union. After learning this, the salesperson stated that he talked to his manager and stated that they no longer wished to go forward with the sale. After several contacts they still have not returned our deposit. If you are considering Russ Darrow Toyota for a purchase, please save yourself the frustration and take your business somewhere else.

  

  Business response

  08/22/2023

  The General Manager of the dealership reached out to the customer a few times to discuss the situation. The customer did not respond. A refund check was sent to the customer on 07/31/2023 and the check cleared the bank on 08/05/23. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car in for an oil change and tire rotation on July 21. Upon leaving the dealership there was a noticeable shake in my wheel that was not there before. I parked the car and called the dealership. They said they have no idea why it shaking, but I am more than welcome to come in and schedule another appointment to be charged for them to diagnose it. In doing the tire rotation incorrectly, they caused this problem and are now charging me to fix it.

  Customer response

  07/24/2023

  Russ Darrow Nissan

  11212 *****************, Milwaukee, ** 53224

  

  Business response

  09/19/2023

  On August 12th, the tires were put back in their original position. This seemed to take care of the shake. This would indicate that is a tire issue, and nothing the dealership did incorrectly. 

  Customer response

  09/19/2023

  [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

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Darrow sold me a vehicle that was not safe. There has been constant issues and they have told me multiple different! The suspension on vehicle came apart and the exact side they dealership did other repairs on in June 2023. The parts that fell off the vehicle had an excessive amount of lubricant on it as if it a just been repaired. My children were in the car and we could have been injured. They are refusing to accept responsibility. I asked for the papers that show the vehicle was inspected. I had a mechanic come to my vehicle on 7/13 when everything occurred, he stated that the parts were not tightened because they just fell off. They were not damaged.

  

  Business response

  07/19/2023

  *** customers vehicle was towed in on the evening of 07/13/2023. It was inspected by the Service Manager, one of our service technicians and one of our body estimators to determine the nature of the damage and possible cause.*** Vehicle had damage to the left front tire and left front rim which were fresh. *** tire had 2 tears and the rim had a fresh curb rash scratch in two places which displayed no corrosion. Which would indicate they happened recently. 
  
  *** damage to the left front tire and left front rim are indicative of the tire/wheel either going into a pot or having struck a curb. It was noted that the damage was fresh as there were aluminum fragments embedded in the tire from the wheel, and the scraped/damaged portions of the wheel are not corroded. As a result of this impact the left front lower ball joint popped out of the left front knuckle, causing the left front lower control arm to be bent and the left front axle to pop out of the transmission of the vehicle. *** inside of the left front wheel scraped against the lower control arm. *** vehicle also need the left front inner and left front outer tie rods replaced (bent).
  
  An estimate was then written and determined the damage to be $1765.18. *** Service Manager documented the damage with photos. *** current mileage of ****** was also noted. 
  
  *** Service Manager contacted the customer and let her know the damage to the left front suspension seems to have been caused by the wheel/tire hitting a pothole or striking a curb. I then let her know why I thought this, and what the cost to repair would be. *** customer stated that she was concerned she was sold an unsafe vehicle. I told her the vehicle had received a safety inspection prior to sale (******). At that time the vehicle had ***** miles. *** customer then stated there had been work done on the same corner this damage is. I let her know that the replacement of the front left bearing in June (******) had not compromised the safety of the vehicle, and that those parts involved in that replacement were still tight, to include the nut/bolt assembly where the ball joint popped out during the impact of the wheel/tire. *** mileage of the vehicle at that time was ******. *** customer did not accept this explanation. *** customer had purchased an extended warranty as part of the purchase of this vehicle. She asked if we could attempt to run through her extended warranty. One of our Service Advisors attempted an extended warranty claim for the damage. Due to her coverage and the nature of the damage the extended warranty coverage for this loss was denied. *** Service Manager then contacted the customer and let her know her extended warranty coverage for this loss had been denied. He asked the customer if she had automobile insurance with which she could make a claim for the damage. *** customer stated she does not have automobile insurance. *** customer again stated that she did not hit anything, and that the vehicle was unsafe from the time she bought it, and that there were parts from where this incident happened that would be dropped off later.
  

  Overnight a representative of the customer dropped those parts off. Those parts were determined to be bearings from the end of the axle shaft which came off of the axle shaft when this incident occurred. *** Service Manager contacted the customer and let her know the parts which were dropped off, that she found,came out of the transmission when the axle popped out, and are not parts that we had serviced prior.
  
  We let the customer know that we would be willing to work with her on the price of the damage estimate and also offered her a finance option through ******. *** customer stated that she does not qualify for Sunbitfinancing. *** customer stated she would like us to take care of the repairs for her for free given her belief the vehicle just fell apart and was unsafe to begin with. *** Service Manager let her know that based upon the fresh damage to the wheel and tire I could not agree with her concern. He let her know he reviewed this situation with the General Manager. *** customer contacted the General Manager with her having another party in the background. *** customer reiterated her concerns to him, as did the other party, and the General Manager declined to accept liability based upon the information hes been given. *** car had been safety checked before it was sold and had no indication of any issues. It is out determination the car has hit something and the customer does not have the means to pay for the damage. ***re was no wrong doing by **** Darrow Mitsubishi. 

  Customer response

  07/19/2023

  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

  I am 100% positive I didnt hit anything. All I did was turn into my driveway at a very slow speed. My front driver rim had a scrap on it at the top near the tire when I got the vehicle but you can tell its not fresh. Anything else happened after the parts came apart. My car was towed from my house at the end of the driveway. If I hit a curb or pothole, shouldnt the vehicle have broken then. 
  When I turned all you heard was a loud noise which caused my husband and neighbor to come out. 
  
  Regards,
  
  *************************

  

  Business response

  07/20/2023

  The parts broken on the vehicle, per the pictures you provided are nothing that was installed by our dealership. The car was fine when it was purchased. It passed the mandatory ********* Safety inspection. **** Darrow is not in away at fault with wear and tear on a used car. 

  Customer response

  07/20/2023

  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 response

  07/20/2023

  First the damaged was caused by impact now its normal wear and tear. Which response is it? If that car was inspected and ready for sale. Why did if take over an hour to get it ready for me? You kept saying a lady was cleaning it for well over an hour. That doesnt sound like it was inspected and ready to be sold.  A woman with 2 kids came in the dealership desperate for a vehicle and you guys put me in a bad vehicle. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My *** *** states I am entitled an anti theft recall and it is being denied. On June 5th, 2023 I called **** Darrow and told them my O2 sensor was not working and that a car mechanic told me *** has a recall on this. I was told there is no recall on that sensor. The call ended and I immediately got a call from ***'s staff saying, "I ran you vehicle's ***" and it doesn't show you have the O2 sensor recall but it does say you are due for an anti corrosion and an anti theft recall. I thanked her and stated I would be in contact to schedule that work. Then, I proceeded to pay a different dealer to replace my O2 sensor for 307 dollars. Then comes 06/24 when I call the dealership to schedule the two recalls which I was told on the 5th I am entitled to. Specifically the anti theft and anti corrosion. At that time I was told by ******** my car is not eligible for the anti theft recall but it is due for the anti corrosion recall. I asked him why I was told my *** revealed I was to have both done on the 5th and he stated he did not know. I want the anti theft and the anti corrosion recall to both be completed. Further, I am not doubtful my vehicle was not eligible for the O2 sensor repair therefore I would like that to be confirmed, If I was due for this sensor recall I will be seeking reimbursement for the cost of the O2 sensor repair.

  

  Business response

  07/17/2023

  We are truly sorry for any mis-communication involved with your transaction. We have double checked with *** of ******* vehicle inquiry ****** and found only the corrosion warranty recall for your vehicle. We have attached the form from the *** ****** for you to view. Again, we apologize for any inconvenience. Thank you. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last July 2022 my 2016 *********** broke down and it had to be towed to **** Darrow *** in Madison, WI costing me approximately $500. The reason for the breakdown was due to a faulty engine of which *** replaced under warranty as engine seized up. I was told I would be reimbursed for the towing cost once **** Darrow got paid out for the warranty, then **** Darrow would cut me a check. They submitted the paperwork and tow bill. I made many many calls to check on the status of the tow reimbursement, they kept saying just wait. It has been almost a year now and still nothing. I do know that I called the main kia ******** care number and found out **** ********************** never originally sent in the tow bill and did not answer requested need for more info. All I want is my $500 back. The car has since broke down again twice related to engine issues, so also very disgusted with this car and wish I would never have gotten the lemon.

  

  Business response

  07/10/2023

  We are waiting for proof of payment from ************************* to move forward with the reimbursment per our ****************** A copy of the check or bank transaction is needed in order to reimburse the amount. 

  Customer response

  07/11/2023

  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 feel that the receipt from the tow company which I submitted should be prof enough as it says paid by customer.  This has gone on for over a year now, making me jump through hoops, which feels like postponing me until I give up.  **** Darrow originally dropped the ball and let the claim/ request to *** expire as they did not give Kia * main company) all information needed apparently. Therefore for months they told me it just takes time to process and it was actually closed.  I can attempt to get a credit card statement to show further proof that I paid the tow bill, but feel that I should be reimbursed the $500 at this point and they can continue to attempt to get their money and once received keep that.  I am not a wealthy person and have needed this money for some time especially in this difficult world we live in.
  
  Regards,
  
  *************************

  

  Business response

  07/12/2023

  *** will not refund for Warranty off of a hand written receipt. A copy of the check printed off from online banking is usually how all customers obtain this. or a copy of a bank statement listing the check as cleared. That is the best we can do. This has only taken so long because we have requested the mentioned payment and have not received it. 

  Customer response

  07/12/2023

  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.
  
  As of 7/12/23 the proof of payment (credit card statement from July 2022) was sent via email to ***** at **** Darrow.  
  
  Regards,
  
  *************************

• Initial Complaint

  06/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Saturday, May 27th I came to **** Darrow *** in Madison to test drive a CERTIFIED 2022 *** **** EV. The car was very dirty as it had not been washed or detailed yet. On Monday, May 29th I returned with my wife to drive the car again. It was still dirty and had not yet been cleaned.On Tuesday, May 30th, trusting the dealer and the certified status of the car, I made arrangements to buy the car that evening. The car had been cleaned but we did drive or sit in the car again. We paid the full asking price and completed the sale. On my drive home I immediately noticed numerous scratches on the windshield covering the full windshield from passenger side to driver's side and from top to bottom that had not been visible when the car was dirty. When the sun caught them they made visibility poor. Upon getting home I tried to clean one of the scratches off thinking they may be streaks but realized they were full scratches in the glass that could not be removed.On the morning of Wednesday, May 31st I reached out to **** Darrow *** to inform them about the problem and asked to bring the car in that afternoon to show the sales person the problem. That afternoon I came back with the car and I showed the scratches to the sales person. I noted that there had been no way to notice the scratches during our two test drives because the car and windows were very dirty. He agreed that there were a lot of visible scratches across the windshield. On Thursday, June 1st I reached out to find what was discussed and was told that **** Darrow *** would not replace the windshield.I request that the windshield be replaced. I have counted more than 50 real, visible scratches across the full span of the windshield that impede visibility. That is simply not acceptable for a 2022 certified car with about **** miles on it that cost $35,000. When buying a certified, inspected car that is just over a year old I expect it to have a clear windshield.

  

  Business response

  06/05/2023

  This vehicle had just over ***** miles on it and was put through a complete ********* Safety Inspection. After this it was identified as a candidate for ***'s certification program. There is nothing wrong with the windshield other than a preference for the customer. The windshield was withing all of ********** and ***'s Certified guildliens. He stopped in originally on Sat 5/27 drove it and offered ** less money than the advertised online price. Being this a plug in and rare vehicle, we told him we used live market pricing and update our prices every seven days to stay in line with the constantly changing used car market and our prices listed is our best deal. He left and returned Monday to drive it again. Once more the customer offered us less than our list price,  and again we apologized and told him and informed him we cannot sell this vehicle for any less money. But he could remove the Xzilion product warranty that was added to the price as that is an add on and not required. He left again and came back Tuesday ( following day ) and purchased the vehicle. Then the next day said he wanted a new windshield and we told him it does not need one and the windshield was inspected and went through our safety inspection as well as ***** certification process and met all requirements for both their program and the state of ** as well. We also offered to replace the windshield if he would like to pay for it at our dealership cost If he would like to do so. **************** can return the vehicle and we can unwind the entire purchase if he chooses as a resolution. 

  Customer response

  06/05/2023

  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 initial offers to purchase the vehicle are irrelevant to this complaint. I ended up paying the full asking price when completing the sale and received no discount. 

  The bottom line is that windshield is not in acceptable condition. It has more than 50 scratches across the entirety of the windshield from left and right and top to bottom across the entire field of view. It should never have been sold in that condition. I had no opportunity to notice that problem due the dirty condition of the car each time I test drove it and I trusted that a certified used car with only **** miles would not be sold in that condition. The day of the sale (May 30) I originally proposed completing the sale the following day but was pressured by the salesperson to complete the sale that day. My request is not unreasonable and stands firm - a replacement windshield.
  
  Regards,
  
  *********************

  

  Business response

  06/05/2023

  The vehicle was test driven twice. Nothing was said about the windshield during those two test drives, or at the time the vehicle was picked up. even with If the car was able to be driven with a so called dirty windshield, scartches should have been noticed. As stated we are glad to have it replaced for you at our dealer cost. Thank you. 

  Customer response

  06/05/2023

  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 windshield condition is far outside of normal wear and tear for a certified vehicle with low miles. My other 15 year-old car has an original windshield in much better condition than this one. I did not have an opportunity to notice the scratches because both test drives were done with the car covered in dirt. They were not visible until the car was cleaned. I noticed them immediately upon leaving the lot after buying the car after it had been cleaned and I notified the sales person of the problem as soon as possible. I refuse to pay the full cost of a windshield replacement - I already paid 100% of the asking price for the car and expect an acceptable windshield to come with a certified pre-owned car that cost $35k. My request is not unreasonable. I am simply requesting a replacement windshield.
  
  Regards,
  
  *********************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to file a complaint against Russell Kia in wauwatosa I have a 2014 Kia forte I have in the last few months took the car to get recall work during the brake line and on the 15th of May I went to get the theft protection work done and I also at that time ask him if they check out the noise that was coming from the front passenger side it was squeaking knocking all kind of rumbling and they told me that it was a mounting problem and I need tires so I bought two tires had to mount and had to wheel alignment and it came out to $600 I asked him at that time I said is this the problem that will stop the noise and they told me yes the next day while driving the car I see I heard the rumbling and the noise and I thought that it was just because they just fixed it five days went past and they got louder and louder knocking rumbling squeaking with a head experience before I called the Russ Darrow Kia back to make appointment so that they can look at my car cuz I had just gave him $600 and they told me they would have to keep it for a couple of days and just for the record they're not the nicest people anytime there's a problem they are very very rude with their customers and that's something that Russ Darrow wherever he's at should address with his car dealership but I want them to look at my car cuz I feel like I'm in a dangerous situation writing and driving my car daily with this rumbling and knocking and swinging going on and they had the car like I said on two different occasions and they didn't recognize what was going on and even when I told him they didn't recognize what's going on and so now they just can't ignore me and don't return phone calls and I don't answer emails so I'm filing a complaint I want $600 for my car or I want them to fix my car they are constantly wasting my time I work two jobs I don't have time to run back and forthia like I've been doing in the last few months that's my complaint..

  

  Business response

  06/08/2023

  We sincerely apologize for any inconvenience that has caused you. After looking into this, we will be refunding you the amount of the service bill of $576.73. Thank you. 

  

  Business response

  06/15/2023

  Your credit card has been credited for the repair amount paid. Thank you. 

  Customer response

  06/26/2023

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

*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. ↩