Russ Darrow Chrysler Dodge Jeep Milwaukee - Service Center

Russ Darrow Chrysler/Dodge/Jeep Milwaukee My Unfortunate Experience with the Russ Darrow Chrysler/Dodge/Jeep Milwaukee Dealership - 7676 N. 76th St., Milwaukee, WI 53223 On November 20, 201 My Unfortunate Experience with the Russ Darrow Chrysler/Dodge/Jeep Milwaukee Dealership - 7676 N. 76th St., Milwaukee, WI 53223 On November 20, 2014 I contracted with the Russ Darrow Chrysler/Dodge/Jeep Milwaukee Dealership at 7676 N. 76th St., Milwaukee WI to install 4 new tires on the 2002 Jeep Grand Cherokee I bought new from them. I wasn’t having any trouble with the tires and wheels – instead I was taking a proactive approach to safety in advance of the upcoming winter driving season. The dealership installed the tires. On December 5, 2014, at approximately 4:00 pm (rush hour), my daughter, while driving the Jeep north on I43 in the Marquette interchange (Milwaukee, WI), the right front wheel/tire flew off the car. This incident occurred 2 weeks and 1 day from the time the tires were installed. Miraculously, my daughter was able to safely maneuver the car over to the left shoulder of the interchange. We’re lucky and grateful that no one was injured or killed after such a dangerous incident. The MKE Sheriff’s department arrived on scene and instructed my daughter to remain in the car for safety reasons. The Sherriff arranged to have a flatbed truck come to have the car removed. He told my daughter the wheel was last seen approximately 1/3 mile behind where she was able to stop the car. The wheel was never recovered. I gave instructions to have the car taken back to the Russ Darrow Chrysler/Dodge/Jeep dealership for inspection and repair. When I explained the situation to John Vansickle, the service rep from Russ Darrow who took my call, he stated without even seeing the car that he highly doubted the work they had done on the car on November 20 had anything to do with the incident. He told me the earliest anyone could look at the car would be Monday, December 8. When I spoke to John on Monday, December 8, I asked what he found while inspecting the car. He told me he found “broken studs on the lug nuts.” When I asked him what would cause that condition, he replied “I don’t know how that could have happened.” I then asked to speak to the General Manager, who never returned my calls, even after repeated attempts. After being unable to speak with the Darrow dealership General Manager, I contacted the Darrow Group Corporate Office and spoke with Sally in customer relations. Sally ultimately referred me to Nicole, a paralegal in the legal department. Sally told me that Darrow’s position was that they would not accept any liability for the incident and it was incumbent on me to prove negligence. She further added that it would be nearly impossible for me to prove negligence without the wheel/tire. She advised me to contact my insurance Company to conduct an investigation, and she terminated the call. My insurance company sent out an adjuster who stated he was not an engineer or an inspector. Still, when I asked him what his gut feeling was regarding how & why the wheel/tire flew off, he replied “I think they didn’t put the wheel on right”. The adjuster authorized the repairs to my car in mid-December and quoted me a $250 deductible. However, the SAGA continues….and the issue list with the Russ Darrow Chrysler/Dodge/Jeep dealership expands….as of 1/9/14; the repairs are not complete – over 1 month since the car was towed to the Darrow dealership! The excuses I’ve been given for the excessive time taken to make the repairs are many: • The flu ran rampant thru the body shop and they were understaffed. • The mechanic assigned to my car was sick • The mechanic had jury duty • Every time the mechanic pulled something off the car – more damage was found requiring the Insurance Adjuster’s authorization to fix. • The car sat in the Service Department for 2 ½ weeks before it got to the Body Shop Hanover Insurance notified me on 12/29/14 that they would not extend my car rental past 1/7/15. I called the Russ Darrow dealership on 12/29, and explained the rental car situation. I spoke with Sasena in the collision center, and she told me Darrow would “loan” me a car while the repairs were being made. I circled back with Sasena to verify I would be given a “loaner” on 1/6 and then again on 1/7. She assured me I would be loaned a car. Steve called me late in the day on 1/7, once again with the news that he found additional damage to the car that would require an adjuster visit. It was at this point that Steve told me that he spoke with his manager Craig, and Russ Darrow would NOT loan me a car. When I reiterated that their employee Sasena gave me her word Darrow would loan me a car, Steve told me he was sorry, but that it wasn’t going to happen now that there was a chance the car would be totaled. On 1/8 I again made a direct appeal to Craig about loaning me a car. After listening to the entire story and timeline, Craig relented and agreed to loan me a car. I returned the rental and went to Darrow for the loaner I was promised. I was met by Darryl Rochefort, Body Shop Director who told me he would not loan me a car (ironically, his Business Card states “Free Loaners”). I told him that 2 of his employees promised me a loaner and pointed out that, based on his employees assurance, I had already turned in my rental car. He was unmoved by my situation and told me he wouldn’t stand behind his employees promises because the dealership wouldn’t make any money if my car was totaled. When I again gave him my story and the timeline of events, he remained adamant that he wouldn’t loan me a car if he couldn’t make money on the deal. When I asked him about Darrow standing behind their word, standing behind their employees, and the concept of customer service, even if he had to eat some cost, he replied “I don’t care.” The meeting became very contentious and degenerated from there. My daughter finally asked Darryl to ask his employees if they had promised me a loaner, and poor Craig had the courage to admit he had. In a rage – Darryl Rochefort asked Craig if it was within policy to give me a loaner and Craig replied “no.” Again, visibly enraged, Darryl stated “then put her in a car” and he stormed out of the office. Because I was so afraid Craig and his colleagues would be forced to pay for the loaner, and/or disciplined or fired, I left the dealership. I didn’t want them to bear the brunt of their manager’s rage, due to his anger at me. I am now without a car unless I pay for a rental out of my own pocket. In summary, the Russ Darrow Chrysler/Dodge/Jeep Milwaukee Dealership provides what I believe to be shoddy and potentially negligent service. They don’t stand by their work; they don’t stand by their word and they don’t stand behind their employees. I believe Darryl Rochefort, Body Shop Director spoke best on behalf of Russ Darrow’s Service Repairs, Customer Service, Mission and Practices when he stated “I DON’T CARE!” I invite everyone who reads this review to do the math and form your own conclusions about the Honesty and Integrity, or lack thereof, of the Russ Darrow Chrysler/Dodge/Jeep Milwaukee Dealership. ****I would like to commend Russ Darrow Collision Center employees Steve Willer, Sasena and ultimately Craig for their diligent and courageous attempts to provide customer service. More

Techs cannot even loosen & tighten lug nuts properly My mother went there to have her lug nuts loosened and tightened on her jeep as they were over torqued. They charged her around 6 hours of labor that My mother went there to have her lug nuts loosened and tightened on her jeep as they were over torqued. They charged her around 6 hours of labor that costed $400 (for lugnuts... note: we already had tried going to other dealers and no one could take us), so whatever we went with it. The clueless tech that worked on our Jeep over-torqued it again! After calling there they claimed they couldn't take us to fix their idiotic issue because they were "too busy", so we went to Russ Darrow Nissan and they fixed the lug nuts for us this time for free in about 10-20 minutes. So, we went back to this dealership to receive a refund and they claimed they made no mistakes because their senior tech was working on our vehicle. They called Nissan and Nissan told them they indeed did over torque our lug nuts and that they made a mistake. They had the audacity to tell us we would not receive a refund or any money back. My mother has tried calling the manager who has been avoiding her for a while now. I do not recommend this dealership to anyone unless you want your engine blown by idiotic techs who cannot even loosen and tighten lug nuts. All they had to do was refund us SOME money back, they wont even do that, and their salesmen are complete jerks and just flat out not helping her and giving a snobby attitude. We want our money back now. More

Long story short, I had my Charger looked at by "Wayne" the service adviser. After driving the car for less than a half a block I noticed that it had the same problem i brought it in for. When I asked them the service adviser. After driving the car for less than a half a block I noticed that it had the same problem i brought it in for. When I asked them to take it back and look at it because it was still messed up they refused to even look at it saying they did all they could do. They charged me $400 for work they said they did and after taking it to another Dodge dealership it turns out they performed no work on the car. I'll be contacting the BBB. More