Russ Darrow Kia of Wauwatosa - Service Center

Russ Darrow Kia of Wauwatosa responded

Hello Pelkey. We are sorry to see this review and would like the opportunity to look into this matter and address the issue directly. If you can contact us directly, we just need your name or phone number to look up the account. It is not our policy to perform a service without advance authorization of charges. Once we can investigate your account, we are happy to offer a resolution that should make up for any errors. We appreciate your attention to this matter so that we may earn back your trust and business. You may call 414-778-5700 ~ Please ask for Jason (Service Manager) or Kevin (GM) and if they are unavailable, please leave the information on the voicemail and we will get back to you as soon as possible.

Russ Darrow Kia of Wauwatosa responded

Hello Reggie! Thank you for this lovely review. We are glad to hear that you experienced the Darrow Difference with us and we will be sure to let Josh know of your satisfaction! Your time and business is appreciated. Happy to have you as a part of the Tosa Kia Family :)

Russ Darrow Kia of Wauwatosa responded

Hello R.P. We are sorry that you have run into an issue with your vehicle. Our staff will continue to be as helpful as possible with this situation. As this is still ongoing, we will not speculate on what Kia's findings will be. Although our shop is always willing to help a customer, we share your frustration when it comes to any delays in authorization. Not only our shop, but every shop in the Nation is sharing this irritation with the lack of rental vehicles available - we wish there was a golden solution to that problem. As your vehicle did not have a history in our shop, as you know, it is taking some time to collaborate the proper information to get that Kia approval. We won't stop going to bat for you until we get their final word. This is a fantastic opportunity to provide helpful information to other drivers who may be reaching higher mileage OR those who drive more than the average... Vehicle maintenance is important, of course :) We stand behind the benefit of service through a dealership due to trained Brand Technician knowledge, as well as, a corporate thoroughness standard. This does not mean that Chain or 'off-brand' Shops cannot do a good job, but it does leave a responsibility with the Customer to keep receipts and detailed notes. If an oil change or maintenance is not reported to your Carfax, without receipts/logs, it can be difficult to prove your consistency. Consistency is what all manufacturers look at when determining whether or not a repair is warrantable - regardless of the mileage on the vehicle. For those of us driving in the Midwest, please remember that we experience extreme weather changes/conditions (as opposed to a temperate climate) which require us to have our oil changes done closer to 5,000 miles or 6 months -- Whichever comes first! With all of that said, we at Russ Darrow will keep our fingers crossed that a resolution is reached by Kia as quickly as possible. Stay Well.

RPalminteri responded

Thank you for the response. My vehicle has now been in your shop for 15 days with no resolution. After dropping off my vehicle on 6/11 I was informed that it would be inspected on 6/16 and a ticket would then be opened with Kia to review my warranty claim. I allowed the shop ample time to perform their due diligence and on day 10, after not getting any update from Russ Darrow, I called to check on the status of my claim. I was informed at that time that your shop was waiting on a response from Kia for the claim. I called multiple times last week to check on the status of my claim and on multiple occasions was told that because someone was out of the office I would have to wait another day - I do not understand why there were no notes in my account as any customer representative should be able to check on the status of a service visit for me. On the 13th day after dropping off my vehicle I was informed that a claim has NEVER been initialed with Kia, after previously having been told that they were waiting to hear back from Kia. A ticket has now finally been opened, 9 days after I was initially expecting it had been started, and Russ Darrow has unnecessarily cost me an additional week without a vehicle. I was blatantly lied to and Russ Darrow has dropped the ball on my service. In your response above it sounds as if you are implying that I have not performed adequate maintenance on my vehicle, and may not be performing proper oil changes at the correct interval, when in fact this information has never been asked of me to confirm nor have receipts been requested. Russ Darrow's lack of communication and transparency is not living up to the expectation of outstanding customer service.

Russ Darrow Kia of Wauwatosa responded

Hello once again Barry. We have requested multiple times for you to contact us directly about this - to verify your name or vehicle info - as we are VERY serious about the integrity of our Shop, its' Work, and our Employees. As the second response to your post stated how time-sensitive this is, your lack of contact implies that you were not serious about your statement, or that you were misinformed. Your accusation was quite serious and we stand on the side of Ethical Standards when repairing your vehicle - hence the request for more details from you to be able to address this allegation swiftly and directly. If you still believe your statement to be true, then it is imperative that you contact us with the information that will help us look into this. We would love the opportunity to prove the honor of our shop to you, or make it right if a true mistake has occurred. We strive hard to do work the proper way and we thank you for doing the right thing.

Russ Darrow Kia of Wauwatosa responded

Hello Bailey! Thank you for this lovely review. We understand that not everyone is ready on the first looks to get a new vehicle, but it is good that you are getting the information ahead of time and will be much better informed when it IS time. Will be sure to let Allen and Erin know of your satisfaction and we look forward to your next visit (whether it be for your existing vehicle or for that new ride). Happy to have you as a part of the family here at Tosa Kia :)

Cox6 responded

Who am I contacting? Obviously I reached out to the manager of service who I believe name is Erin and I got NO response or follow up call...even after me asking her to confirm bract me.

Russ Darrow Kia of Wauwatosa responded

Deepest apologies for the miscommunication. There was a change in management just before your visit and the Service Manager who can assist your concern is Jason Fischer. We implore you to reach out to him directly and we hope the issue can be resolved. Thank you so very much for your time. Our main number is 414-778-5700 we can transfer your call directly to him between 7a-5p M-F.

Russ Darrow Kia of Wauwatosa responded

Hello Jae P. Thank you for taking the time to post this review. We try to stay competitive with pricing in addition to providing vehicle service that rivals other shops and welcome customer feedback. Although we do offer the car wash option, it can sometimes turn a simple appointment into a much longer wait - bit of a double-edged sword! Certainly happy to have you as a part of the family at Tosa Kia :)

Russ Darrow Kia of Wauwatosa responded

Hello Lori! Thank you for this review. We will be sure to let Maddie know of your satisfaction. We certainly try to keep our Service appointments running as quickly and thoroughly as possible - glad you were able to experience that :) Happy to have you as a part of the family here at Tosa Kia!

Russ Darrow Kia of Wauwatosa responded

Hello Barry! Thank you for this great review. We will be sure to let Alex know of your satisfaction. We are continuously working to keep our dealership clean and running as smooth as possible (the friendly part is easy!). We appreciate your time and business with our Service Department. Happy to have you as a part of the Tosa Kia family :)

Russ Darrow Kia of Wauwatosa responded

Hello Margaret. We are sorry to hear this as your perspective, but thank you for your feedback. We are working our way to perfect and that is certainly a big hill to climb! When things get busy here, we certainly do rely on our co-workers to help where they can - in hopes of helping to move a process along more smoothly. We can certainly look into your concern more closely, but would need just a little more information - if you were able to call us directly, we would be more than happy to assist! We appreciate your time and business.