Russ Darrow Toyota of West Bend

Excellent customer service. All around nice people. Great service department. Went above and beyond of what was expected All around nice people. Great service department. Went above and beyond of what was expected More

I am very pleased. Hadrian was responsive and informative. Identified what I needed and efficient Hadrian was responsive and informative. Identified what I needed and efficient More

Amazing customer service quick and efficient, worked on getting me what I was looking for at the price and payment I wanted getting me what I was looking for at the price and payment I wanted More

Friendly Service Fun to talk to Will recommend to family and friends. Looking forward to doing business for my next vehicle family and friends. Looking forward to doing business for my next vehicle More

Russ Darrow of West Bend made the experience of purchasing my vehicle quick and smooth! They were very accommodating and helped me through every step in the process to make this deal go through. purchasing my vehicle quick and smooth! They were very accommodating and helped me through every step in the process to make this deal go through. More

Made the experience ast and easy. Friendly service. Everyone was helpful and informative. Would return again. Friendly service. Everyone was helpful and informative. Would return again. More

Russ Darrow Toyota is the worst car dealer in the greater Milwaukee area. Do yourself a favor and avoid Russ Darrow at all costs. I was treated like dirt for not falling for their deceptive sales tactics. Milwaukee area. Do yourself a favor and avoid Russ Darrow at all costs. I was treated like dirt for not falling for their deceptive sales tactics. Full Version: I have purchased a total of 3 vehicles at Russ Darrow Toyota over the last decade. I also would service my vehicles there as well, but I will assure you, this will never happen again after what I experienced. I leased a 2021 Toyota Corolla from Russ Darrow Toyota 3 years ago, and my lease was coming to maturity. I was hoping to purchase my car. Since the state of Wisconsin does not allow Toyota to buyout leases directly to the consumer, I had to work with the dealer to finalize this sale. I called Cole in the finance department and informed him I wanted to see what Russ Darrow Toyota can offer me for financing. At the same time, I was working with my FI to see what they could offer as well. Cole got back to me stating he was able to give me a loan but seemed unwilling to give me the details on the loan. I pressed him harder. After refusing to send me an email with the details, claiming they can't send electronic documents, I got on the phone with him. That's when he finally told me that the interest rate was well above 10%, and he decided to add an additional $5,000 to the principle by adding an extended warranty and gap insurance. At this point, I knew I would not take that loan, and my FI came back with a significantly better loan. The only problem is I needed a document from Cole to finish the loan process. I thanked Cole for the loan and requested that he sends me a copy of the document. Instead of sending me the document, he instead questioned me about the loan. He then questioned me, and I responded by giving him the name of my FI and telling him that the loan has been completed and all I need was the document. This is when he decided to give me a call, and things went from a stressful but civil loan dispute to something far worse. When I received the call, I told him first and foremost that the only thing I want from him is the document. Just send it to me, and we can continue like normal. He refused and then continued to argue with me about this document. Eventually he said, "We will not accept third party financing on this purchase." We argued more about this, and this is when he said, "We have you on a recorded line saying you wanted to finance the vehicle with us." My response was of course "What?" because who says something like that, let alone has something like that to a customer. Not to mention as previously mentioned I was exploring options and would never agree to a loan without details first. This whole back and forth continued until I eventually asked if he is willing to lose a loyal customer for the last decade. Cole said yes to that, which I think is very telling of the culture of Russ Darrow in general. After hearing that, I decided enough was enough, and hung up on him. And to the GM, Danny Shutts, if you truly do care, I recommend retraining Cole in customer service before he drives away more business. And, before you try to deflect this criticism, I was indeed speaking to a Russ Darrow Toyota employee, and there was not miscommunication about whether outside financing was accepted. Cole was attempting to either get me to accept the predatory loan or attempting me to turn in my car. Essentially, he was trying to do everything possible to prevent me from buying the car. And if all phone calls are truly recorded, you may want to review my conversation with him for “training purposes.” After these disgusting tactics, I decided to look at other places and saw positive things about Andrew Toyota. I decided to give them a call and Tammy in financing was not just willing to help me but treated me with kindness. If you are looking for post-lease options, don't even bother with Russ Darrow Toyota. Instead call Andrew Toyota and ask for Tammy. More

I traded in a vehicle and bought a replacement,a good smooth process and very good people to work with smooth process and very good people to work with More

Great service! They went out of their way to make sure we were satisfied. Heather and Justin took real good care of us. I would definitely recommend this dealersh They went out of their way to make sure we were satisfied. Heather and Justin took real good care of us. I would definitely recommend this dealership to anyone. We were looking for a while and had been to other dealerships and some of them were real schmucks! Not Russ Darrow Toyota of West Bend!! More