Kyle Dorfler

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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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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Kyle was awesome as usual. This is our 5th car we purchased with Kyle helping us. He is very patient and very thorough explaining things. This is our 5th car we purchased with Kyle helping us. He is very patient and very thorough explaining things. More

by 1179JCKREBS Verified Customer Verified Customer

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Schedule make it easier. friendly And helpful people. Honest people and Service Good. Thank you for all the service friendly And helpful people. Honest people and Service Good. Thank you for all the service More

by DSOUKSAVATH Verified Customer Verified Customer

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Our whole buying experience was very unorganized and chaotic. It started with being shown the wrong vehicle and being convinced it was a different one(more expensive, less miles). Next we were shown a c chaotic. It started with being shown the wrong vehicle and being convinced it was a different one(more expensive, less miles). Next we were shown a car and started to go through the loan process to be told that the dealer did not have the title for the car and couldn’t sell it. Our salesperson found us a vehicle similar and we set up an appointment for the paperwork to come at 5pm. We completed the online credit app and emailed our salesperson to ensure they had everything needed for our appointment. From experience at other dealers, we believed all our paperwork would be ready to go and be signed. That was not the case. When we arrived at 5pm, we were told the wrong credit app was completed and was still being asked questions about packages and rates without having our credit pulled and the accurate loan numbers. We were then told we were 3 people behind to sign papers. 3 hours later, we were able to sign our papers. While talking to the financial person she shared she is always alone on Thursdays and the sales people always overbook. This was incredibly disappointing to hear. To make matters worse, before leaving our salesperson took me aside and told me that I would be getting a survey and he hopes to count on me for a high rating. No apology, or empathy for our experience. If we had not put a payment down before our appointment, we would have left. More

by AFelder Verified Customer Verified Customer

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Had a really good experience from start to finish. Everyone listened and worked with the needs of our family. 2nd time buying there, will plan on buying again in the future. Everyone listened and worked with the needs of our family. 2nd time buying there, will plan on buying again in the future. More

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Just bought our first Mazda. Kyle was very helpful and the entire process was transparent from the start. He really made us feel comfortable with our purchase decision. Kyle was very helpful and the entire process was transparent from the start. He really made us feel comfortable with our purchase decision. More

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I had a very good overall experience working with Kyle for a second time to purchase a car. The dealership has a nice facility and I have had good experiences with their service center over the years. for a second time to purchase a car. The dealership has a nice facility and I have had good experiences with their service center over the years. More

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I had a very good overall experience working with Kyle for a second time to purchase a car. The dealership has a nice facility and I have had good experiences with their service center over the years. for a second time to purchase a car. The dealership has a nice facility and I have had good experiences with their service center over the years. More

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Excellent people working there! Superior customer service! This is my home for my vehicles forever! Please go to them!! You will not be sorry..just happy!! Superior customer service! This is my home for my vehicles forever! Please go to them!! You will not be sorry..just happy!! More

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