Max Dake

Russ Darrow Direct responded

We are sorry to hear that your sister feels dissatisfied with her experience. However, it is important to clarify a few points for accuracy and transparency. This vehicle was sold as a used vehicle, and as with any used car, cosmetic items such as bumpers may show normal wear and imperfections. The condition of the vehicle was available for review prior to purchase, and the buyer had the opportunity to inspect the vehicle and address any concerns before completing the sale. At the time of delivery, the vehicle was provided with the keys that were present and disclosed. Replacement keys are not automatically included unless specifically agreed upon in writing. As a courtesy, we offered to cover half of the cost of a replacement key, which exceeds what is contractually required. We strongly disagree with the claim that our staff acted unprofessionally. Our team works to treat every customer with respect while clearly explaining expectations and responsibilities that come with purchasing a used vehicle. We understand frustrations can arise, but we stand by the facts of this transaction and the professionalism of our staff.