Dan Smith | Page 3

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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Good services provided. I like it. I will tell my kids and family to buy it again for the next requirement. Thanks I like it. I will tell my kids and family to buy it again for the next requirement. Thanks More

by DMSEBT Verified Customer Verified Customer

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Everyone was very friendly and helpful. I wasn’t sure what kind of car I wanted but I was able to give a list of things I was looking for and both Dans found me my dream car. I was able to I wasn’t sure what kind of car I wanted but I was able to give a list of things I was looking for and both Dans found me my dream car. I was able to trade in my car for a great deal. Dan Healey made me feel heard and was very clear about what my monthly payments were going to be. I HIGHLY recommend this dealership for your next car purchase!! More

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