Reviews
Buying the actual vehicle was smooth. Mark H is a great salesman to work with. My issue comes from working with the service department. Within the first few years my vehicle was making a noise. They replaced the transmission. That helped slightly. The vehicle was brought in on several occasions with a noise while driving being the complaint. I even showed a video of the noise happening. My 2 young children could hear the noise. Yet no mechanic at Russ darrow or manager in the service department could. One of their comments in my vehicle notes is they decided it wasn't worth looking into more. Then I am finally over the warranty mileage. On an oil change visit, I bring up this issue again. It is diagnosed as a wheel barring, which I agree for them to work on. My daughter and I were shuttled downtown Neenah for lunch. By the time we came back and hour later the person in the shop had asked for a re-diagnose and the issue became something that costs several thousand dollars. At that point I feel iffy because how does the same shop have two completely diagnoses?! I brought my car to a different shop. They confirmed the issue. I begin to email the store manager. He does not acknowledge my concerns. He does not acknowledge the video I shared with him and his mechanic. In the video the noise is clear as day. I got offered 10% off a service that should have been fully covered by my warranty. I feel like that is not enough. I brought this to their attention several times. He told me I had said the noise was coming from the front. I am not a trained mechanic. Aren't they supposed to be the trained/ trusted people?! I would really recommend a different service shop.
Buying the actual vehicle was smooth. Mark H is a great salesman to work with. My issue comes from working with the service department. Within the first few years my vehicle was making a noise. They replaced the transmission. That helped slightly. The vehicle was brought in on several occasions with a noise while driving being the complaint. I even showed a video of the noise happening. My 2 young children could hear the noise. Yet no mechanic at Russ darrow or manager in the service department could. One of their comments in my vehicle notes is they decided it wasn't worth looking into more. Then I am finally over the warranty mileage. On an oil change visit, I bring up this issue again. It is diagnosed as a wheel barring, which I agree for them to work on. My daughter and I were shuttled downtown Neenah for lunch. By the time we came back and hour later the person in the shop had asked for a re-diagnose and the issue became something that costs several thousand dollars. At that point I feel iffy because how does the same shop have two completely diagnoses?! I brought my car to a different shop. They confirmed the issue. I begin to email the store manager. He does not acknowledge my concerns. He does not acknowledge the video I shared with him and his mechanic. In the video the noise is clear as day. I got offered 10% off a service that should have been fully covered by my warranty. I feel like that is not enough. I brought this to their attention several times. He told me I had said the noise was coming from the front. I am not a trained mechanic. Aren't they supposed to be the trained/ trusted people?! I would really recommend a different service shop.
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- Overall experience
- 2.0
- Does not recommend this dealer
- Came in for service or repair
We're glad to hear your purchase experience with Mark H. was a positive one. As for your service concerns, we respectfully disagree with your conclusions. Diagnosing intermittent noises is one of the more difficult aspects of automotive repair. A video can be useful, but it is not a substitute for being able to duplicate and diagnose a concern in person. Technicians cannot replace parts or perform warranty repairs based solely on a customer's description or a recording—they must identify a failed component. Your vehicle was inspected multiple times while it was still under warranty, and the issues that could be verified at that time—including the transmission—were repaired. The component that ultimately failed was not diagnosable during those earlier visits. Simply because another shop identified a problem after your warranty expired does not mean that condition existed in a detectable or warrantable state beforehand. You also mention that you believed the noise was coming from the front of the vehicle. As you've acknowledged, you're not a trained technician, which is exactly why our technicians performed inspections based on the symptoms presented. Unfortunately, noises often travel through a vehicle, making them difficult to pinpoint, and not every concern has an immediately obvious cause. Once your vehicle was outside of its warranty coverage, the responsibility for repairs became yours. Even so, we still offered a 10% discount as a goodwill gesture, despite having no obligation to do so. We understand you're disappointed with the outcome, but suggesting that a covered repair was intentionally ignored is simply not supported by the facts. We addressed every verified concern while the vehicle was under warranty and made every reasonable effort to diagnose the issue based on the information available at the time.
Absolutely no accountability. Will gladly take my money including the 10% to a more trustworthy shop. Funny how everything did happen before the warranty.... oh yea except the final diagnosis. Beware of this company. Due to the review and truth they will no longer even offer the 10% boohoo. I'm so crushed these untrustworthy people aren't working on my vehicle.
Thanks to Chris & Pao as well as all the staff that helped us in our CRV purchase. Everything went smoothly & excellent. Would definitely recommend this dealership.
Thanks to Chris & Pao as well as all the staff that helped us in our CRV purchase. Everything went smoothly & excellent. Would definitely recommend this dealership.
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- 5.0
- Does recommend this dealer
- Shopped for a used car
Thank you for choosing Russ Darrow Direct. Your feedback and rating mean a lot to us. We're glad we were able to help, and we hope to see you again! Mike Meacham [email protected]
Mike's was excellent! They exceed our expectations for used cars. We were looking for a very specific car and although we couldn't make a deal this time, would highly recommend!! Financing info was hard to get over phone from them. I was sorry we couldn't get a match. Peggy Kirk Guthrie
Mike's was excellent! They exceed our expectations for used cars. We were looking for a very specific car and although we couldn't make a deal this time, would highly recommend!! Financing info was hard to get over phone from them. I was sorry we couldn't get a match. Peggy Kirk Guthrie
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- 5.0
- Does recommend this dealer
- Shopped for a used car
Thank you! We appreciate your business and look forward to helping you with any questions or future needs. Thank you for choosing Russ Darrow Direct. Mike Meacham [email protected]
They worked with me every step of the on a complicated repair. Would use them again with a 2nd thought
They worked with me every step of the on a complicated repair. Would use them again with a 2nd thought
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- Overall experience
- 5.0
- Does recommend this dealer
- Came in for service or repair
Thanks for sharing about your experience with Russ Darrow Direct. We appreciate your business and hope to see you again soon! Mike Meacham [email protected]
he was really good with explaining things about the car I was buying and a really nice man to talk to
he was really good with explaining things about the car I was buying and a really nice man to talk to
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- Overall experience
- 5.0
- Does recommend this dealer
- Shopped for a used car
Thank you for choosing Russ Darrow Direct. Your feedback and rating mean a lot to us. We're glad we were able to help, and we hope to see you again! Mike Meacham [email protected]
Fast great service complete Throughout the whole time they had my van they were in contact showing me what was going on in videos
Fast great service complete Throughout the whole time they had my van they were in contact showing me what was going on in videos
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- Overall experience
- 5.0
- Does recommend this dealer
- Came in for service or repair
Thanks for sharing about your experience with Russ Darrow Direct. We appreciate your business and hope to see you again soon! Mike Meacham [email protected]
I have to take back a star. Since my oil change 1 day ago now my engine light went on and I called the lady who answered was quite rude, I do not want to pay for a test of $200 when there was no light on and now a day after the oil change it is. So why should I be charged.
Miles was extremely knowledgeable about the car and explained the features in understandable language. He gives used car salesmen a good name, Jill and Don
Miles was extremely knowledgeable about the car and explained the features in understandable language. He gives used car salesmen a good name, Jill and Don
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- Overall experience
- 5.0
- Does recommend this dealer
- Shopped for a used car
Thank you for sharing your experience with us! We're happy to hear it went well and truly appreciate your feedback. Mike Meacham [email protected]
He made the process very smooth, great communication and easy to work with Pleasant and very thorough
He made the process very smooth, great communication and easy to work with Pleasant and very thorough
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- Overall experience
- 5.0
- Does recommend this dealer
- Came in for service or repair
We are very happy to have provided you with such a positive experience! We sincerely value your business and look forward to your next visit. Mike Meacham [email protected]
Thank you for the kind words
Not good. Was never detailed on the inside. I was lead to believe it was.
Not good. Was never detailed on the inside. I was lead to believe it was.
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- Overall experience
- 2.0
- Does not recommend this dealer
- Shopped for a used car
Thank you, Don, for your review. We're sorry your visit didn't go as planned, and we'd like to address these issues with our team. If it's possible to discuss your visit in more detail, please send us a message. We strive to ensure that all our customers leave happy, and it's disappointing to learn that we missed the mark here. Mike Meacham [email protected]
Awesome as always thank you very happy with this vehicle as was the Rogue great service and Miles was a great help
Awesome as always thank you very happy with this vehicle as was the Rogue great service and Miles was a great help
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- Overall experience
- 5.0
- Does recommend this dealer
- Came in for service or repair
It's great to hear that we were able to help you. Our goal is to make sure everyone who walks through the door leaves happy. Thank you for choosing Russ Darrow Direct! Mike Meacham [email protected]