Cole Lutz | Page 4

Ralph was very attentive, answered all my questions wonderfully. I did not feel any pressure to purchase a vehicle. They let me decide on my own. I would recommend. wonderfully. I did not feel any pressure to purchase a vehicle. They let me decide on my own. I would recommend. More

Print

Our salesperson Klayton was super helpful with vehicle options, and actually drove back to our house to pick up a check. options, and actually drove back to our house to pick up a check. More

Print

Fantastic service. Clearly cared about getting things right addressed all questions in a professional manner. Clearly cared about getting things right addressed all questions in a professional manner. More

Print

Very nice and worked with me to get me in my car at a fair price. fair price. More

Print

We worked with Ralph and Cole and they were both knowledgeable and professional. We were very happy with our service. knowledgeable and professional. We were very happy with our service. More

Print

Ralph made the buying process very simple as well as financing. Would definitely consider again if/when purchasing another vehicle. financing. Would definitely consider again if/when purchasing another vehicle. More

Print

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

Print

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

Print

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

Print

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

Print