Russ Darrow Kia of Wauwatosa

Russ Darrow Kia of Wauwatosa responded

Hello SR! Thank you for this wonderful review :) Your time and business is appreciated. It was a pleasure assisting you and we will be sure to let Sazare, Steven Candice, and Jaylen know of your satisfaction! We are glad to hear that you experienced the Darrow Difference with us and we look forward to seeing you guys when that first service appointment comes due. Happy to have your family as a part of our family at Tosa Kia (:

Russ Darrow Kia of Wauwatosa responded

Hello C! Thank you for taking the time to leave this review - your time is appreciated. It was a pleasure helping you upgrade and we will let Mike and Shannon know of your satisfaction. Your concerns have been noted and should be addressed appropriately. We are sorry to hear that you experienced what felt like a bit of pressure. We are extremely passionate about providing the best coverage and protection for our customers and their investment. We would never want our clients to incur a cost that would tarnish their view of such an important purchase, especially if we could avoid that possibility in the first place - that is part of the Darrow Difference. We look forward to serving you in the future and thank you for your business. Happy to have you as a part of the Tosa Kia family :)

Russ Darrow Kia of Wauwatosa responded

Hello RJ! Thank you for this fantastic review! Will be sure to let Sazare and the Team know of your satisfaction :) Your time and business is appreciated and we are glad that you felt that from our Darrow Difference. It is always a treat when the process can go so smoothly. It was a pleasure working with you and we are happy to have your family as a part of ours at Tosa Kia (:

Russ Darrow Kia of Wauwatosa responded

Hello P.T.! Thank you for taking a moment to leave this review :) Your time and business is truly appreciated! We will be sure to let Sherman and the Sales Manager know of your satisfaction. We are sorry to hear that you felt a bit pushed... Our team is extremely passionate when it comes to helping our customers protect their investment. Although we always hope nothing ever happens, we do know that repairs on a vehicle can be an inconvenience, unexpected, and/or costly. Our duty to our customers is to provide as much information and assistance in the best way we are able - as our Darrow Difference. We are all so happy to have you as a part of the family here at Tosa Kia (:

Russ Darrow Kia of Wauwatosa responded

Hello! Thank you for this lovely 5-star rating. Your time and business is appreciated. It was a pleasure helping you upgrade and we will be sure to let Scott, Lamont, and the Service Dept know of your satisfaction! So glad to hear that you experienced the Darrow Difference with us. Happy to have you as a part of the family here at RD Tosa Kia :)

Russ Darrow Kia of Wauwatosa responded

Hello Reggie! Thank you for this lovely review. We are glad to hear that you experienced the Darrow Difference with us and we will be sure to let Josh know of your satisfaction! Your time and business is appreciated. Happy to have you as a part of the Tosa Kia Family :)

Russ Darrow Kia of Wauwatosa responded

Hello Larissa. We are sorry to see this 1-star review. Working with intermittent issues on a vehicle can be quite a difficult task, especially when the issue will not manifest itself during multiple attempts at testing. We put one of the best Kia Techs in the Nation to work on your vehicle, but if the problem does not present itself during the evaluations, we cannot proceed with any repairs. The Advisor that took over responsibility for your Repair Order personally went to bat for you and ensured that you were able to utilize a new and reliable vehicle for the duration and that it was covered at no charge to you. If the issue can be duplicated, or if the Code comes back and is Active for our Technicians to diagnose, we would be happy and more able to facilitate a repair for you in the future. At that time, we can be sure to earn a better and more applicable review from you. Take Care!

Russ Darrow Kia of Wauwatosa responded

Hello Meche! Thank you for this review. Your time and business is appreciated. We will be sure to let Doug, Steve, Rio, and Kevin know of your satisfaction. It was a pleasure helping you (: Glad to have you as a part of the Tosa Kia family!

Russ Darrow Kia of Wauwatosa responded

Hello R.P. We are sorry that you have run into an issue with your vehicle. Our staff will continue to be as helpful as possible with this situation. As this is still ongoing, we will not speculate on what Kia's findings will be. Although our shop is always willing to help a customer, we share your frustration when it comes to any delays in authorization. Not only our shop, but every shop in the Nation is sharing this irritation with the lack of rental vehicles available - we wish there was a golden solution to that problem. As your vehicle did not have a history in our shop, as you know, it is taking some time to collaborate the proper information to get that Kia approval. We won't stop going to bat for you until we get their final word. This is a fantastic opportunity to provide helpful information to other drivers who may be reaching higher mileage OR those who drive more than the average... Vehicle maintenance is important, of course :) We stand behind the benefit of service through a dealership due to trained Brand Technician knowledge, as well as, a corporate thoroughness standard. This does not mean that Chain or 'off-brand' Shops cannot do a good job, but it does leave a responsibility with the Customer to keep receipts and detailed notes. If an oil change or maintenance is not reported to your Carfax, without receipts/logs, it can be difficult to prove your consistency. Consistency is what all manufacturers look at when determining whether or not a repair is warrantable - regardless of the mileage on the vehicle. For those of us driving in the Midwest, please remember that we experience extreme weather changes/conditions (as opposed to a temperate climate) which require us to have our oil changes done closer to 5,000 miles or 6 months -- Whichever comes first! With all of that said, we at Russ Darrow will keep our fingers crossed that a resolution is reached by Kia as quickly as possible. Stay Well.

RPalminteri responded

Thank you for the response. My vehicle has now been in your shop for 15 days with no resolution. After dropping off my vehicle on 6/11 I was informed that it would be inspected on 6/16 and a ticket would then be opened with Kia to review my warranty claim. I allowed the shop ample time to perform their due diligence and on day 10, after not getting any update from Russ Darrow, I called to check on the status of my claim. I was informed at that time that your shop was waiting on a response from Kia for the claim. I called multiple times last week to check on the status of my claim and on multiple occasions was told that because someone was out of the office I would have to wait another day - I do not understand why there were no notes in my account as any customer representative should be able to check on the status of a service visit for me. On the 13th day after dropping off my vehicle I was informed that a claim has NEVER been initialed with Kia, after previously having been told that they were waiting to hear back from Kia. A ticket has now finally been opened, 9 days after I was initially expecting it had been started, and Russ Darrow has unnecessarily cost me an additional week without a vehicle. I was blatantly lied to and Russ Darrow has dropped the ball on my service. In your response above it sounds as if you are implying that I have not performed adequate maintenance on my vehicle, and may not be performing proper oil changes at the correct interval, when in fact this information has never been asked of me to confirm nor have receipts been requested. Russ Darrow's lack of communication and transparency is not living up to the expectation of outstanding customer service.

Russ Darrow Kia of Wauwatosa responded

Hello Acrow! Thank you for this truly great review. We will be sure to let Mitch, Steve, Shannon, and the Team know of your satisfaction. It was a pleasure helping you upgrade. Your time and business is appreciated. It is always fulfilling when we can help our customers in all aspects of their new vehicle purchase. We love our KIAs and we want everyone else to love them as much as we do (: So happy to have you as a part of the family here at Tosa Kia!