Russ Darrow Kia of Waukesha

Russ Darrow Kia of Waukesha responded

We're sorry to hear that your visit didn't meet the high standards that guests have come to expect from our dealership. If there's anything we can do to resolve the issue or if it's possible to discuss your visit in more detail, please feel free to contact us directly. We'd love to get to the bottom of this and turn things around for you. Jonathan Brown jonathan.brown@russdarrow.com

CNIKKILA responded

I really am not looking for anything other than letting you know how both my husband and I felt through the whole experience. It started out great. Sales guy sounded like he was new but he was personable and was trying. Sales manager came up and was joking around with us and making small talk. We told them we had a hard stop at 3p but can be back around 5p for my son's dentist appointment. We came to an agreement on price prior to leaving and were going to purchase the car. We came back at 5 and the whole atmosphere was different. Nobody said a word to us when we got there. We had to locate our sales guy even after talking to him 15 min. prior to let him know we were on our way back. There were no smiles, jokes, laughing- all business. We honestly just felt like Russ Darrow got what they wanted and it was the sale. It is rather unfortunate that it has to be like that. We met with finance to finish up paperwork and numbers didn't match what we were told during negotiation-which we expected. All my paperwork was wrong- my salary was listed at being paid out bi-weekly, my birthdate was wrong. I felt like I had to go through the paperwork with a fine tooth comb. I had the creditors reaching out because the info on the credit app was all wrong. Charles (finance) stated he was going to throw in 3 free oil changes to the account but upon getting home and reviewing the paperwork another time, there is no evidence that this comment was ever made. I did try calling the dealership last week to see it they were on the account but my account did not exist yet. Charles called our sales guy 15 minutes prior to finishing up paperwork to retreive the vehichle and trade in the existing vehicle and we were waiting roughly 40 minutes for him. Not sure if he stepped out for dinner or what not but to wait that long to pick up our vehicle was inconvenient. Upon getting the vehicle, there was a scuff on the center console that we told them about that was still there. Sales guy stated that they will get this taken care of. Sales guy stated that he made sure all tires were aired up and after driving it a week, I am missing 2 of the valve stem covers. Not a big deal, but its the point. Will I buy a car again from you guys? I am not going to not shop around but if Russ Darrow would have a good deal, yes, we would buy another car. We would just go into it taking this experience with us. I loved the service department so we will continue to go there for any maintenance related work. My 2 cents- the energy should not change from pre-sale to post-sale. We could have went anywhere but we chose you guys.

Russ Darrow Kia of Waukesha responded

We’re delighted our team provided prompt, attentive service for your Kia Sorento. Thank you for sharing your positive feedback. We look forward to assisting you with future maintenance. Jonathan Brown jonathan.brown@russdarrow.com

Russ Darrow Kia of Waukesha responded

Thank you for highlighting our team’s prompt, knowledgeable communication and regular updates during your Kia Optima service. We’re thrilled our customer care encourages you to return for maintenance. Let us know whenever you need assistance again. Jonathan Brown jonathan.brown@russdarrow.com

PEGARETK responded

My issues have finally been resolved. A special thank you to Kaitlyn for a job well done keeping me up to date on the progress.

Russ Darrow Kia of Waukesha responded

Thank you for your review. We're sorry your visit didn't go as planned, and we'd like to address these issues with our team. If it's possible to discuss your visit in more detail, please send us a message. We strive to make sure that all of our customers leave happy, and it's disappointing to learn that we missed the mark here. Jonathan Brown jonathan.brown@russdarrow.com

Russ Darrow Kia of Waukesha responded

It's great to hear that Val and our team were able to get you exactly what you needed. Our goal is to make sure everyone who walks through the door leaves happy. Thank you for choosing Russ Darrow Kia of Waukesha! Jonathan Brown jonathan.brown@russdarrow.com

Russ Darrow Kia of Waukesha responded

Thank you for recommending our service and noting our reasonable pricing. We’re glad each visit leaves you feeling confident about your Kia Sorento’s care. We look forward to welcoming you back. Jonathan Brown jonathan.brown@russdarrow.com

Russ Darrow Kia of Waukesha responded

Thank you for this feedback. We're very sorry to see that you didn't have the best experience at our dealership. While we're disappointed to learn that we didn't meet your expectations, we'd love to try to turn things around and make sure the same thing doesn't continue to happen. Jonathan Brown jonathan.brown@russdarrow.com

Russ Darrow Kia of Waukesha responded

Thank you, Jerry! We appreciate your business and look forward to helping you with any questions or future vehicle needs. Thank you for choosing Russ Darrow Kia of Waukesha. Jonathan Brown jonathan.brown@russdarrow.com

Russ Darrow Kia of Waukesha responded

We’re grateful you noticed our team’s professional yet welcoming approach. It’s wonderful to hear the showroom felt spacious and clean. Thank you for sharing your positive experience. Jonathan Brown jonathan.brown@russdarrow.com

Russ Darrow Kia of Waukesha responded

It’s great to hear Caleb resolved your warranty concern and had your Kia ready when you needed it. Please let us know if there’s anything else we can do for you. Jonathan Brown jonathan.brown@russdarrow.com