ComplaintsforRuss Darrow Group, Inc.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vehicle in December of last year and I paid cash for the car. After a few weeks of not receiving the title, I called the dealer and I spoke to someone in finance (I forgot her name) she said to wait a few more weeks. I called the *** and they told me that it takes 14 days to send the title out. I called the dealer again and they said they are "investigating", however, a couple of weeks have gone by and they still have not find the title.

  

  Business response

  03/10/2022

  We do really apologize for the delay and the inconveniences this has caused. The original title was lost and a duplicate title had to be ordered for the customer. As soon as it was discovered missing a new title was ordered. We have since received the new title and been in contact with the customer. His address was verified and the title was overnighted to him on 03/09/22. Again we do apologize in any inconveniences this has caused. 

  Customer response

  03/14/2022

  [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

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/19/21, I dropped off my car that was recovered from an auto theft at **** Darrow **************** at ************************* Milwaukee for repairs. I was told the job usually takes 22 days but could take up to **************************************************************************************** if the supplement goes up so that I can request my insurance company to total the car. 9/15/21-10/1/21 I made several visits and phone calls to the shop to check on the status of my car and got several replies ranging from the technician just started working on it to a job of higher priority came up so he had to suspend working on your car. 10/8/2021, took off work and stopped by the shop to check on my car and was told that the latest supplement has increased from $13,000 to $18,000. 10/26/2021, still havent heard from anyone from the shop, I sent an email to the body shop manager which bounced back. I visited the shop and learned that the manager no longer works there. New manager, ****** admitted that his predecessor failed with communicating with me. He said some parts were backordered but work should be completed at the shop by the second week of November. 11/24/2021, I visited **** Darrow **************** and was told to meet one of their managers, *****, who will assist with getting my car back including compensation for lost wages. Meet ***** on 11/24/21 and he asked me to email him a timeline of events. I picked up car on 12/10/21 after receiving an email from ****** that my car is ready. Upon inspection I noticed the driver side spray windshield spray is not working. ****** admitted that the issue was from an improperly installed T-Connector by the technician who was replacing the hood. He said he will order the part and tell me when to bring the car in. I still havent hear from him. In addition, they have not followed through on their promise on the compensation. I paid the body shop $1,000 for my deductible and my insurance paid $22,000 for the repairs.

  

  Business response

  03/10/2022

  We are truly sorry for all the inconveniences you experienced during this process. There was a lot more damage discovered that was not visible upon first inspections. Just like a lot of other things today, some parts have been in short supply and backorders are a very common thing right now. This did not help our timeline for getting *********** done as quickly and efficiently as we could. As of work i received today 03/10/22, the rest of the parts to complete the windshield wiper concern are ordered and should be in the next 2-7 days. Also we fully when the car is back in for repairs we will discuss the compensation due to you. Again on behalf of our staff we do apologize for any inconveniences your incurred. 

  Customer response

  03/14/2022

  [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

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle October 2020 from Russ Darrow Nissan. When buying the truck it was suppose to be low miles no accidents ever, that was the only way I was going to buy they promised me thatone week later my front bumper fell down and I seen scratches covered up with nail polish, I went to dealership told them this car was in a accident they keep telling me no and never fixed the bumperfast forward two days ago they tried to buy the car back from me and I asked them to run the *************** first and it was in two accidents in *************.. im trying to find help they keep telling me to go after ******** its not there problem Im stuck with the car I feel cheated my ****************************** value Im paying $60,000 for a truck thats now only worth $30,000 because of its condition reported

  

  Business response

  03/14/2022

  We at **** Darrow do sympathize with the circumstances of your purchase. All of our **** Darrow Dealerships make use of a car fax for every car that we trade for or purchase, that is above a significant value of course. A car fax was run on this particular vehicle when we received it. The Car Fax report, had none negative reporting's of damage, accidents or title issues at that time. Why it took so long for an accident to appear on the report would be a question for Car Fax. Also previous owners will withhold information such as repairs from the dealership to capitalize on the value of their vehicle. Unfortunately if this is not detected by the dealership or reported on a car fax, this is unfair to the dealership and the next owners. Looking into this situation, **** Darrow had followed all of their procedures in place to insure this vehicle was not being shown as damaged. So the timing of the Car Fax reporting is not the fault of Russ Darrow Nissan. 

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 3rd, 2022 I brought my 2008 Honda Civic into the Russ Darrow Honda *************** I had previously been to another dealership to replace my radiator but my vehicle was still leaking coolant had a rough idle. I decided to bring it to Honda b/c it's a Honda vehicle and they would hopefully be able to better diagnose the cause and fix the leak. Originally the technician stated he saw the coolant leaking from where it was leaking previously, then he changed his mind. He ended up doing a few things to make the rough idle slightly less noticable but did not fix the leak nor did he fix the rough idle, both of which he admits. I paid $300.00 to leave with the same coolant leak and rough idle without even a diagnosis of the cause. It's one thing if I had at least gotten a diagnosis, but to leave without a diagnosis and no solution is unacceptable. My engine and underbody have been completely rebuilt, the cooling system is one of the ******** systems in the car, this should not be happening. I expressed my concerns with the ** and was dismissed without a resolution. I understand certain issues are difficult to diagnose, a coolant leak is simple. This all was made worse by the way I was treated. If they could not find the cause I shouldn't have been charged $300.00 for no diagnosis and no fix. I was repeatedly told it had to do with my vehicle's age, which is not true. The engine was rebuilt, it has an entirely new suspension, new radiator, new hoses, sensors, etc. It may be an 08 model but the parts aren't from 08. Even if it weren't completely rebuilt they should be able to tell me what's causing the leak, no matter the age of vehicle. I have been in this industry a long time, not everything can be diagnosed, but a coolant leak definitely can. It smelled like coolant when I started it to leave the lot, I drove directly to a garage, put it on a lift, and there was coolant everywhere. Anyone could have found that leak, master tech or not.

  

  Business response

  02/08/2022

  This customer has a 2008 Civic with 220k miles.  The customers boyfriend is the service advisor at another auto dealership.   This dealership replaced her radiator.  After the aftermarket radiator was installed at this dealership, the system was still leaking.  Russ Darrow Honda told the customer it was the radiator seal.  Which is common on aftermarket radiator.The customer did not accept our diagnosis. She was also informed by our dealership it was leaking around the radiator hose.  We replaced the hose clamp and filled the system with coolant. We also adjusted the motor mounts. Due to the vehicle having a vibration. The technician and the service manager at our dealership also recommended she replace her motor mounts to help reduce engine vibration. The customer complained about the $300 **** before the vehicle was ever picked up because she is currently unemployed. Her boyfriend from the other dealership paid the **** for her. 
  
  12/22/2021: The customers Fianc brought in the vehicle, and it had a couple of oil leaks. We did the repair on the vehicle. They also mentioned it had a hesitation/vibration. We could not duplicate the vibration issue at that time.We did not charge a diagnostic fee for that.
  
  01/04/2021: They brought the vehicle in with the vibration issue again. And once more we could not duplicate the concern. A slight vibration was felt which is a normal operating characteristic for a 2008 Civic with ******* miles. We verified that with another vehicle that was the same year and model. We also checked the vehicle for coolant leaks. We let vehicle run in our shop for about 30 mins and performed a pressure test of the coolant system and the coolant system was holding proper pressure and no leaks were present at that time. We also checked for any oil and coolant mixture which would be a sign of the head gasket failing and leaking fluid, and no sign of head gasket failure was present. Again,we Did not charge any diagnostic at that time.
  
  02/05/2021: Customer brought the vehicle in again for the vibration issue even though they were already informed that it was a normal operation of the vehicle, we did perform 3 re-learn procedures and a motor mount neutralization so they would not be charged for the diagnostic. But the customer was charged for the re learn procedures and the motor mount neutralization.  We did only charge them for 2 relearn procedures because of the inconvenience.
  We pressure tested the coolant system again and did see a very small drip of coolant on the bottom of the aftermarket radiator which was just replaced at the dealership the customers finance works at. I talked to her Fianc and informed him of this,and he informed me that it was just replaced and would have it replaced again under a parts warranty from where the aftermarket radiator had purchased and installed. The only other thing they were charged for was the installation of their provided hose clamp and bleeding of the coolant system which was requested from them. 
  
  We put almost 4 hours of diagnosis time into this vehicle and did not charge them a diagnosis fee because we either could not duplicate their issue, or they agreed on paying for repairs. The only things they had paid for were repairs that were done. We have concluded the charges for the work done were fair, and we had done all the repairs that were requested.

  Customer response

  02/08/2022

  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.]

   

  This is a lie, attatched is proof that the service advisor that I worked with indicated that there was no leak, the coolant was not leaking, and they could not replicate a leak with a pressure test. They stated that the coolant that was on the engine and surrounding areas was residual, this is also not true. I have video and photo proof that the leak was there at the time of the visit as well as after leaving. It does not matter where my significant other works, I was a Honda customer whom was lied to. Both the advisor and the technician stated there was no leak they could find, yet it smelled of coolant and was leaking during the visit. Then they admitted they did do some software updates but they did not fix the idle issue nor were they able to diagnose the cause of the rough idle. I went to Honda to have the source of the leak and rough idle diagnosed and fixed. I left with no diagnosis for the source of the coolant leak nor was the source of the rough idle diagnosed. The technician stated he originally thought the seal was leaking but then decided against it, proof in the attatched screenshot. Next time if the dealership is going to lie to the BBB they should probably make sure they didn't already tell the customer the opposite via text message. They did not find the source of the leak, I did. They did not find the source of the rough idle, they did some software updates and a crank relearn that not only did not fix the problem, but it made it worse. The technician looked me in the eyes and told me he could not figure out why it was idling rough nor could he find the source of the coolant leak. They charged me $300.00 to tell me "I don't know, I can't figure it out". If I at least left with a diagnosis that would be something, but I was charged $300.00 for no diagnosis and no solutions. I am unsure why it is repeatedly stated that my significant other works for another dealership, this has nothing to do with their lack of diagnosis, lack of repairs, and lack of knowledge. The ** stated "If you want them to put it on the lift and tell you a laundry list of things wrong with your car we can, it's an old car, we can find things wrong with it". My car may be from 2008 but from engine to suspension it has been rebuilt, the technician could not even find something as simple as a massive coolant leak nor could he find anything smaller to repair on my vehicle.
  
  Regards,
  
  ***********************************

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 29th of 2021 I went in to the dealership financed & purchased a **** ****** They did not allow me to take the vehicle home that night because they said they had to work on the brakes so I took a loaner and picked up the vehicle later that week. I drove the vehicle 2 weeks and without warning broke down. I called the dealership immediately and they told me they had no available appointments until 2 weeks later which by the way would push me past the 30-day lemon law. However I reported it before my 30 days was up. Despite this the vehicle got towed in and I was told it was nothing they could do for it, it would have to go to **** to be repaired I would have to pay for towing & repairs. I was also told it's the hybrid part of the car that's causing malfunction. I am disabled, I live on a fixed income which they already knew and we're also trying to finance me a second time for another vehicle rather than taking responsibility and switching that vehicle out for another one, or refunding my downpayment. While I waited for my appointment I did some research.. this vehicle has been discontinued, transmission is faulty & so is the hybrid portion of this vehicle. I feel like they took advantage of me because I was an older minority female. With this pandemic going on, most of us are poor. I really needed a vehicle to continue my outreach ministry. For now I have to put the nursing ************* on back burner again. I'm out of a vehicle & out of money

  

  Business response

  01/28/2022

  We are sorry you feel like you were taken advantage of. It is never the intention our dealership to sell any vehicle to our customers to make them feel they have been taken advantage of. When you purchase a used vehicle,you are purchasing just that. A used vehicle. We all experience repairs and issues when purchasing a used car.
  This car was sold as is, and customers are made aware and sign documentation to show it is being sold as is. This car was driven **** miles before it was brought back into the dealership for repairs. ***re are many variables that can happen in **** miles. *** dealership cannot control how a vehicle is driven,and the conditions it is being driven in. This vehicle is also a brand, and a specialty vehicle being a hybrid, that our technicians are not familiar with.Even though the vehicle was purchased AS IS, to help this customer we paid the **** dealership to diagnose the issue and change the spark plugs. So, no charge to the customer for this.

  Customer response

  02/02/2022

  Correct me if I'm wrong but regardless of the mileage on the car before it was turned in I had it two weeks reported something was wrong with it. I wish I could have recorded the salesman j.p. who suggested that I use it to earn money driving it to help make payments how could I possibly do that if it wasn't going to hold up I just thank God that I was not on the highway when it h
  failed because it seriously put me in danger and correct me if I'm wrong but ********* has a 30-day lemon law regardless of as is purchases the question is where do we go from here because I'm still in need of a good running vehicle or a refund.
  *********************

  

  Business response

  03/10/2022

  As stated before, the vehicle was sold as a used car, AS IS. With that being said, **** Darrow releases any obligation of repairs after the sale of car when it is sold AS IS. We are treating the sale of the vehicle no different than if a consumer where to purchase a vehicle from a private individual. Those types of sales are also AS IS, unless the vehicle is still under a factory warranty. And as stated before when it was diagnosed that the vehicle needed new spark plugs, **** Darrow replaced them free of charge, even though they were not obligated to do so. And in ********* there is no such lemon law of any kind on used vehicle purchases. Lemon Law's are only applicable to vehicles untitled purchased new. After looking through the file of this vehicle there is nothing to show **** Darrow is obligated for any sort of refund or is responsible for any repairs after the sale of the vehicle. 

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have called the nissan company in order to fix my car, i told them my car does not recognize the key and the computer must be reprogrammed. i took my transmission apart and put a new one on and then car did not start after couple tries it start3d flashing the stolen key sign they told me its 140$ for diagnostics. i agreed a week later they told me my car does not recognize the key i toldnthem thats absurd i told you this and now youre t3lling m3 th3 sam3 thing why should i pay for diagnostics.b anyway they kept telling me they acually do have q diagnostics proceedure ok i belived them they told me i need to replace my control modul3 they said it would cost 400$ for the part and 200$ for labor.(i estimated the pric3s but they are close) i said ok. 2 weeks later they tell me they need to diagnose my car qgain and they want to charge me again i told them did you fix the problem you diagnosed at first they said yes i said let me come look at my car. when i go see my car my windows are still down they had no common courtosy to closey windows ( you can bypass motors to lock windows) i took the key to look at my car my car was IN THE EXACT SAME CONDITION. i look around the "control module" they hav3 changed is a useless thing that can just be clicked on right und3r my steering wheel which i did take apart my self before giving them the car. so i unattached the thing and then i attached my original one and they both acted the same mine was not broken yet they told me it was my car is in the exact same condition i went to talk to the mananger many times i had to talk to mant people they agreed to not make me pay fo4 the "work" and the part. but they still want me to pay for the "diagnostics" but i wonder why i would pay for a defective diagnostics. i have texts

  

  Business response

  01/18/2022

  The customer had his vehicle towed in for a no start concern.  The vehicle, per the customer, sat for a year and was disassembled prior to arrival.  We explained that he needed to authorize at least an hour of diagnostic time, which he agreed to.

  His key was not communicating with the computer and our 1st suggestion was to replace the key and the key control module (key slot). He brought different keys for us to try but authorized us ordering the control assembly (a special-order part).  After install the keys would still not communicate.  We told him we would need additional time to diagnose, and he refused.  He came here, took out the special-order part himself,dropped it on the advisors desk and refused to pay for any work, including the special order part.
  
  He then spoke with the General Manager.  After speaking with the tech and finding no actionable items, the General Manager agreed to not move any further on his vehicle at all.  We have over 6 hours of work into this repair as well as a special order part, however, the General Manager agreed to only charge for the 1 hour diagnostic and not to even charge for the special order part to which the customer agreed.
  
  He later came into the store and stated he did not have the money.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/22/2021 I sold/traded my 2013 Ram **** to **** Darrow. My truck had a child support lien that **** Darrow was to send to Milwaukee Co ************* Services for ********. **** Darrow say they mailed the check on 11/23/21 however, as of today, my child support lien has not been paid. *************************** from ************* Services has been trying to assist me with locating the missing check and asked me to provide her with the check number, account and routing number. I've reached out to **** Darrow on 12/14/21 and I spoke to ******* (corporate office) who said she would get back to me. I also spoke to *********************, who also said he would get back to me. Monday I tried calling both parties again, *******'s VM isn't set up and I left a message for ************** and I forwarded the email that I got from Child support Services explaining what information they needed to find the missing check. I've yet to hear from anyone at **** Darrow. Without that lien being paid off, I'm still having wages from my salary withheld.

  

  Business response

  12/23/2021

  The check was sent certified mail on 12/22/21. We could not send the check until the new car deal was funded from the lending institution for then new loan. We just received the funding from the bank on 12/21/21. This funding was delayed due to some stipulations with the contract. The check should reach the ********* SCTF by Monday or Tuesday. It was sent certified so someone will have to sign for it. Copies of the check and certified receipt are attached. 

  Customer response

  12/23/2021

  [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

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need my vehicle repaired. It was first in the shop at this location on October 20, 2021. I had an 8 am appointment. No one called to to provide an update. I called and found out the vehicle didn't get into the shop until just prior to my call around 2:30 to check on it. *** the service advisor did not follow up as needed. He was to call the warranty company that day but failed to do so. I had to call after leaving the shop and making a three way call to get the authorization done so the parts could be ordered and the next appointment set. *** never called me at any time my vehicle was in the shop for repairs. My vehicle has been at this location 4 times to get repaired and still isn't correctly repaired. . On one occasion, October 15, I took my vehicle there the night before and NO ONE looked at the entire next day! I went there at 6:30 to pick it up and it never was moved in the parking area I left it in the night before. NO one called me the entire day to let me know the status. It was then looked at on Saturday, November 16. But it still wasn't repaired properly. I had it in two more times and is still there. My vehicle is currently in the shop on this date, NOvember 30 after being there from November 21 while away on vacation. I told them I would be returning on Monday night November 29 to pick up the vehicle. I never received an status update on Monday, NOvember 29 so I called just before boarding my flight home and *****, the service technician said that the plastic sound was a defective part in the steering wheel and the part was in ******* and wouldn't get there for a couple of days. I spend 20 minutes on hold, then my called was disconnected. I have not heard from them since, as I write this complaint, at 12:31 pm on November 30. My vehicle is for business and I have told them that over and over and they refuse to do anything. They don't call me to update me. They keep my vehicle. I have traveled over there several times and inconvenienced and my vehicle

  

  Business response

  12/07/2021

  Our dealership has been in contact with ****************. Our service manager called the customer on 12/01/21 and was able to work through all the issues. On behalf of the Russ Darrow Group, we do apologize for the lack of communication that was displayed by some of our former service writer and manager. We had evaluated and staff and made some changes accordingly. Our goal is to accommodate each of our customers to each of there circumstances with professionalism.And that was clearly not done to **************** satisfaction. The issues were brought to the attention of the Fixed operations director of our group, and he oversaw that the vehicle was fixed correctly. As of the 12/3/21 We had corrected the issues with the customers vehicle and delivered it back to her as she requested.Again, we apologize for the lack of communication. Thank you.

*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. ↩