Dan Healey

I am writing to share my recent and disappointing experience at Russ Darrow Mazda on the Beltline in Madison. On July 10th around 11:50 AM, my father-in-law—who is a senior citizen and a disabled experience at Russ Darrow Mazda on the Beltline in Madison. On July 10th around 11:50 AM, my father-in-law—who is a senior citizen and a disabled veteran—and I visited the dealership to look at a car. After a test drive and some initial discussions with the salesperson, Tony, we began the paperwork and negotiations. During the process, a female staff member mentioned that another customer was scheduled to come see the same car in about an hour and a half. Despite this, we continued with the negotiations, working closely with both her and another manager named Dan. After some back and forth, we made the decision to purchase the vehicle. At the very last minute, however, the manager returned and told us that the car had been sold to someone else. We were shocked and deeply disappointed. We had been at the dealership for over three hours and were the first ones to show interest in the car. If someone else had already placed a hold or was in line ahead of us, why waste our time? And if we were first, why sell the car to someone else? This experience was especially upsetting given that my father-in-law, a disabled veteran who served this country, was treated with such disrespect by the staff. The actions of the team at Russ Darrow Mazda were not only unprofessional but unethical. At one point, when we asked for an explanation, the general manager simply said it was a "miscommunication." If there was truly a miscommunication, then that speaks to a larger issue of poor internal coordination and customer service. In reality, it felt more like we were manipulated and played. Creating a high-pressure, chaotic environment and pitting customers against one another is unacceptable. If the staff at Russ Darrow Mazda cannot communicate with each other, they should not be in a position to serve the public—especially when dealing with vulnerable individuals like elderly veterans. This was my experience, and I plan to file a formal complaint. I also intend to share this story with others to prevent similar situations. I strongly advise against buying a car from Russ Darrow Mazda in Madison. No one—especially someone who served this country—deserves to be treated this way. More

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Randy was kind, professional, knowledgeable, and most importantly not pushy at all. We came in without much vision and just wanted to get familiar with the brand so we tried some new cars. Based on our b importantly not pushy at all. We came in without much vision and just wanted to get familiar with the brand so we tried some new cars. Based on our budget limitations we ended up going used but that first test drive of new cars to understand cabin layout and such was crucial. He let us take things at our pace and make sure we were totally comfortable. We ended up stopping in several times before making our decision and we never felt sales pressure to decide before we were ready. Support staff during signing were very kind and knowledgeable as well, we had an overall excellent experience. Thank you very much, Maddie B. More

by MadisonB200 Verified Customer Verified Customer

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Adapted to what I needed in a vehicle. Appreciate the fact that they didn’t push for anything extra like services for the car. Appreciate the fact that they didn’t push for anything extra like services for the car. More

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Tim is fantastic, and Dan is great as well! I really appreciate that Tim always listens—that’s something I truly value. The facility is excellent, and the entire team is very attentive. This is I really appreciate that Tim always listens—that’s something I truly value. The facility is excellent, and the entire team is very attentive. This is my second car from here, and I continue to receive the same outstanding service. More

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Quick, flexible and informative. Easy to work with and willing to work with any situation Easy to work with and willing to work with any situation More

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The personnel were conscientious, professional, and courteous. Cung King was an exceptional person. He was very well versed about the products and answered all of our questions with knowledge. Cung is courteous. Cung King was an exceptional person. He was very well versed about the products and answered all of our questions with knowledge. Cung is very genuine and hard working. The finance manager, Netanya Vanlandingham, was extremely efficient and helpful. The Manager, Dan Healey, was thoughtful and professional. More

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Our sales associate Cung and all of the staff were awesome Helping us through the whole process in positive and stress free experience. We would highly recommend Russ Darrow for any ones future car p awesome Helping us through the whole process in positive and stress free experience. We would highly recommend Russ Darrow for any ones future car purchases More

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Prompt service. Informative and clear, concise explanation f what was completed during the process. Thanks Informative and clear, concise explanation f what was completed during the process. Thanks More

by HERWIGOKEE Verified Customer Verified Customer

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Having not purchased another vehicle for 15 years, very helpful and business like in assisting with the process. Much appreciated. helpful and business like in assisting with the process. Much appreciated. More

by EDWCORCORAN Verified Customer Verified Customer

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Everyone at Russ Darrow Mazda was friendly, professional, knowledgeable, accommodating, and patient. We will be recommending them to everyone we know looking for a car dealer in the Madison area! knowledgeable, accommodating, and patient. We will be recommending them to everyone we know looking for a car dealer in the Madison area! More

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