Absolutely horrible experience. I called one day at 4:00 pm to see if a certain vehicle was still on the lot and the people there confirmed it still was. Mind you I was driving over an hour and a half to Milwaukee to see this specific vehicle. When I arrived there at 6:30, the car was not there, in fact it was sold the night prior to me getting there. They then tried selling me other cars I was not interested in (different year, model, etc). I will never go to this Russ Darrow or any other ever again. Worst experience ever.

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We had a very very terrible experience with this dealer. The sheer waste of time that you made us go through was apalling. We had an internet quote of 26696 from you on 2013 CRV EX-L. We reach there, and after waiting, we are finally taken for a test drive. All good till then.Then we come back and wait a long time, only to be told that the sales manager Mike whom we had been exchanging mails through the day had left for the day. This, after we had been asking to meet Mike over phone, email and on reaching there!

One of their salesperson Jake comes up with one exorbitant quote. When we question him about the email quote, he claims that the quote included some military discount, etc. Why would you provide someone with a quote with military discount without first checking if the person was from military? In my mail, I had also asked if the quote included everything, except the regular title, tax, etc, and the sales manager had confirmed. So was that quote to just lure us into the showroom, and then give us a higher price and hope that we bite? The salesperson Jake said that he was not aware of the emails, however he had the email quote. Seriously??!

This was not the end. So Mr Jake asks us to show him if we had a better quote and he would beat that. We show at least couple of quotes on our phones. He starts questioning the validity of those quotes..remarks like" I donot know what these are?" I cannot stress more on this, these are not only people with clearly questionable ethics, these are folks who are not able to even admit their mistakes, even when they are staring them in the face. So Mr Jake goes back and comes back and tells us , and very rudely at that, that that's the best price we can get. So all his tall claims of seeing our lesser quote and beating that just went into thin air.

To recap, here's the impression I have for your dealer, and I will post this in all relevant forums so that others can benefit from our experience:

1) Terrible Terrible Customer Experience and Waste of Time
2) Luring Customers with lower quotes, and then when the customer comes, quote a higher price, and say that the earlier quote had preconditions. None of the preconditions are of course mentioned in the email
3) Bad attitude of the salesman, who pretend to feign ignorance of quotes already given. If a dealership claims to not know the conversation chains and the quotes that they put for their customers, nothing speaks worse of their lack of selling skills
4) the MOST IMPORTANT : Basic honesty Despite claiming that this dealership will beat all other prices, refuse to acknowledge the price, even when displayed in a smart phone!

We hope that they donot continue to serve such a bad experience to people who come to buy cars from them!! And that they not only learn to agree and correct their mistakes, but also correct their attitude to potential buyers.

Oh, one more thing! We were asked in an extremely impersonal curt email which actually bordered on rude, on why we are not buying the car. Of course, we sent the above details, and voila, no further response from Mike, the "sales" manager.

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I went there a week back to buy a used Honda accord. I was interested in their 2011 Honda Accord SE and 2009 Honda accord EX-L.
Booked an appointment and went there. The person with whom I booked the appointment was no where to be seen . So had to take another sales person assistance. I explained my preferences. Then this sales person started going back and forth to speak with his manager(Dean). After few mins he informed that some other customer has put a hold on 2011 Honda Accord SE. Now the sales manager(Dean) asked me to either match or beat the offer made by the other customer(as if it is an auction). So I opted to look at 2009 Honda accord EX-L and test drove the 2009 Honda accord EX-L. I liked the car but couldn't agree on the price(with Dean Sales manager) and returned.

A week after, I called them to check if the car is still available and made the same offer again. Dean(Sales manager) said the car is still available and that he would accept the offer that I made. So I booked the appointment at 06:30 PM on Monday. I called him(Dean) 4 times (from Monday morning to 2 hours before we started to their place) to check if the car is really available. I stay around 100 miles from this dealer and so wanted to make sure that the car is still available. Each time I called him he told me that the car is available. Then I questioned him why has it been removed from their website(asked the same question every time I called in). The last time I called him he said someone has put some advance on it and so the listing was removed from their website. But since they couldn't secure finance to him. Believing his words I went there. The same sales person(name unknown) assisted us this time too. We told him were are here to buy the 2009 Honda accord EX-L. This is where all the drama has begun.
This sales person again started going back and forth to his manager(Dean) and finally comes back and says that they have sold it just 30 mins back ..lol.Are you kidding?

I read reviews that dealers bait and switch. But this was my first direct experience. This dealer is such a liar. Dean was not even sorry for baiting me. And the sales person who assisted me just kept on saying that it wasn't him whom I called all the day.
Now that baiting is done. They started to switch..Then this guy started saying why dont you look at other cars..afterall you have come from a place which is 100 miles away. I still cant digest the fact how can they cheat people for their business.

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We had a very pleasant purchase experience with Russ Darrow. We finished the entire process in 2.5 hours and got the car delivered. Dale and Kevin took care of the sales part and gave us a great pricing and delivery. Nick took care of the finance and other documentation. He clearly explained the different options and took lot of time to explain us even after the closing hours. We highly recommend russ darrow. We never had such a pleasant experience when we visited other stores.

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Awesome experience, this is our third honda and first from Russ darrow.. trust me they are far better then the others around and in town.

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There wasn't one question or concern that wasn't answered or addressed professionally. I was extremely satisfied with my entire experience! Thanks a lot Chad Covert!

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I needed to trade in my truck. With gas prices up and no need to tow or haul it was time for me to purchase a car. I worked with Chad Covert and he was very accomodating. He allowed me to actually drive the cars I was interested in. I didn't just go around the block...I DROVE them. When it came down to crunch time Chad gave me a fair price for my trade and an attractive price on a used Civic. I know Kelly Blue Book over values trade-ins so Chad explained to me how auction values dictate the value of a used car...not an internet site.
Overall Chad proved to be a fair and reasonable man to work with. No blowing sunshine up my backside...just a man who loves cars and loves helping people.

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I purchased a vehicle from Russ Darrow back in 2001 and had a very good experience. I decided to start my search for my next vehicle there since I felt comfortable with them.. I was shocked at what poor customer service I received. I found a CRV online and set up an appointment to test drive it. The man that was supposed to meet me for my 6:00 "appointment" was out with another customer. Dale took my father and I for a test drive. I liked the vehicle and we met to discuss the numbers for my trade-in and the purchase price for the vehicle. I had received an "Internet price quote" of just under $17,000. While speaking to Dale I discovered that the price was actually $3,000 more than what they advertised but that the Internet price includes a $3000 trade in or downpayment. He explained that this was a "goofy marketing that we recently began using". He stated that they could go down to $19,000 since I was such a valued customer with my brother being a former employee and my family always buying our cars from there. He then went to do the paperwork to get the "trade-in value" of my car. I was first asked my payoff which I was hesitant to answer as it seemed completely irrelivant while figuring what my car is worth. It wasn't looked by their mechanic but rather Dale himself went out in the dark, looked at the car and came back in to offer me a very low trade-in value. I had already done my homework and knew the value of my only 2.5 yr old car way much better. The first price that I was given was under the poor rating for my vehicle even though I was told what great condition it was in. I left and said I would contact him when I figured out the numbers. I e-mailed an offer the next day which was a Thursday. He e-mailed me that he would get back to me Saturday. He never callrd back. I called him a week later to ask about my offer. He said he was just about to call me. He said he would talk with the manager and get back to me after their meeting. He called at 3:30 that afternoon and asked me all of the same questions again like he never bothered to write it down in the first place. He called back a few moments later to give me a trade-in value of a few hundred dollars more but raised the price of the car an additional $136. Basically, canceling out the increase in my trade-in. I was so frustrated I just never called back. If you want to find a nice new or used car I suggest Gentile in Racine. Ask for Pete Christy... He found me what I wanted and withour the hassle. Not to mention it had 10k miles less and was the price I wanted.

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On 1/20 made an appointment by phone to meet with chad Formico the next day to test drive a subaru forrester. When we arrived at the dealership we were told that chad was not there. I told them we had an appointment to test drive. The three gentlemen looked at each other and finally one said oh yea he told me about that last night. One of the other men then said is the car pulled out? He said no he had not done that and that the car was currently being shown to another customer. Walked out and went to another dealership to purchase a car.

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