Russ Darrow Mazda of Madison

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 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.

Free oil change! Easy and fast. I like that you take appointments for an oil change

My service of excellent, Andrew was helpful and polite . I was mildly concerned that I had the oil changed with 800 miles left to service my car

Andy was exceptionally helpful and knowledgeable, and took the time to answer my questions thoroughly. The tech who sent videos also exceeded my expectations - he spoke clearly and professionally. Plus a diet coke while I wait? Perfection. Good work Russ Darrow!

Clean space, respectful and non patronizing staff. Reasonable prices and variety of options for appointments. Appreciate the treats too!

Russ Darrow Mazda was a great car buying experience! Thank you Brandon for your expertise and patience during the process. I greatly appreciated not feeling pressured with such a big decision.

My service was very quick and professional snacks and coffee are a benefit. The price is a bit expensive. I trust Mazda with my vehicle.

Cung was very helpful and a good person to work with. I don’t know Dylan Marshall.

I was in quickly and the repairman did a good job of fixing my car. Ethan Her made everything understandable and I was out of the repair shop by noon.

Excellent service, as usual! The scheduling was easy and completed on time, and the service manager was vert clear and easy to work with. The pricing was competitive. And as always, the work was done right and done the first time. The videos that the service tech makes for the inspection and work done is a really nice and helpful touch. Highly recommended!