Russ Darrow Chrysler Dodge Jeep RAM of Madison

Russ Darrow broke my trust in getting my vehicle serviced at a dealership. Avoid them if you don’t want to be upsold extraneous work at premium prices while receiving mediocre outcomes in return. In the end, the service advisor agreed they did not earn my repeat business but offered nothing to make me feel better about the situation. I was quoted a total of $2,766, consisting of $899 for the engine repairs I came in for, about $1,268 in recommended brake work unrelated to the engine issue, and a surprise $599 vacuum pump replacement that only became necessary after they had completed the engine work. I told them I'd come back another time for the brakes since I only wanted the engine issue addressed. After the engine repairs were completed, I was told there was now a problem with the vacuum pump, which is attached to the engine, and that the Jeep was suddenly unsafe to drive. This was frustrating because I had been driving it before bringing it in. I had no choice but to approve the repair. I was told the vacuum pump fitting had been previously broken and glued back together by someone else, but that it had broken again while in their shop and the entire vacuum pump now needed to be replaced. My impression was that something happened while they were working on the engine that turned a previously functioning repair into an active problem. That impression of carelessness was reinforced when I got home and looked under the hood. I found that the battery terminal fuse had been left uncovered, and a metal tool had been left sitting directly on top of it. Had that tool shifted or fallen into the wrong position, it could have caused a dangerous short circuit. To make matters worse, my Jeep was only supposed to be in the shop overnight on Thursday, July 2. I had already arranged transportation, so I didn't need a rental at that point. After the engine repair was finished on Friday and the vacuum pump issue was discovered, I was told the vehicle wouldn't be ready until Tuesday, July 7 at the earliest. I wasn’t offered a rental vehicle despite my vehicle being kept over the holiday weekend because of a new issue that arose during their service. It was an incredibly disappointing experience. I told the service advisor I was uncomfortable with how everything unfolded and that I would be taking my brake work somewhere else. I had been planning to upgrade to a new vehicle soon since I only have three payments left on my Jeep. If this experience had been handled differently, I probably would have come back to Russ Darrow for my next Jeep. Instead, this experience has me thinking it's time to move on from Jeep altogether.

Very good, they were all very nice and efficient. I will be back in the future!

Scheduling was easy and quick. The turn around time was quick as well. Everything was covered under warranty, so it cost me nothing out of pocket.

Got the job done. Thank you. One, two, three, four, five, six, seven, eight, nine, stop.

Rachel can't be bothered to return a simple email and then is offended when a customer uses the "F" word... She forwarded it elsewhere. How simply audacious!

Steven Fassbender at Service. We paid $5,225.08 total for the car to get engine light on on the first trip to Milwaukee. Too much money for the car to still have any light engine come up. Unacceptable

I came in for my oil change and when I got home my air intake was disconnected and I'm wondering how the mechanic didn't notice this issue

Very attentive and they found what I was looking for Great place to shop for used car

Great fast serviut we nice fast service. Very courteous workers. And loved the popcorn and a waiter

We have always had great service at this dealership. The service center was great at fixing the moonroof issue. We have bought several vehicles from this location and will hopefully continue to.