Dan Healey

Be very careful buying from this dealership. The sales people might be okay to work with, but if you ever have to work with the used car sales manager it won’t be pleasant. Basically I was sold The sales people might be okay to work with, but if you ever have to work with the used car sales manager it won’t be pleasant. Basically I was sold a car that came from Florida and within a month I realized the car had roaches. I had not had food or drinks in the car, so I know I was not the cause. I had never even seen a roach until I got this car. The manager kept pushing me to keep the car and they would get rid of the roaches- much easier said than done. That wasn’t a sufficient solution since the process can take a very long time and I would be worried about them for even longer. I was also told they bug bombed the car, which I had told them I didn’t want before they did it and when I asked about this there was a lot of back pedaling saying they didn’t actually bug bomb the car. So in reality I have no way of knowing what actually happened to the car. The manager said it was too complicated to switch out for a different car and it wouldn’t make sense, even after I told him repeatedly having the car made me uncomfortable. I think most people would agree having a car with these bugs would be uncomfortable, especially in a part of the country that does not typically have them. He also told me the bank I had my loan through would not care about my situation. So, I called the bank and let them know. They absolutely did care and reassured me that it was possible for them to do what I was asking them and also said that any reputable dealer would want to make the situation right. Finally I was able to switch out the car, but ultimately I lost $3500 in the process, even though the car I ended up with costs less than the car I originally picked. The manager was really unwilling to help beyond that. He kept saying that they couldn’t do anything more and that they couldn’t eat the cost. So instead of a big company eating the cost, I guess I have to. I had to decide my peace of mind was worth it, even though it is unfair. I also did need a car sooner than later, so I had to decide kind of quickly how much it was worth to just stop dealing with these people. The whole situation has been very disappointing and it seems as if most of the accountability was pushed off on to me. In addition to losing money, I lost a bunch of time, and peace of mind. I’m upset that this dealership took up so much of my time and mental energy. I hope everyone has a better experience than I did. More

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Kyle was very helpful and patient with all our questions. He had a very friendly energy and was knowledgeable about the vehicle He had a very friendly energy and was knowledgeable about the vehicle More

by Paula Verified Customer Verified Customer

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I had a fantastic experience at Russ Darrow Madison! Everyone I worked with was incredibly friendly and helpful. They took the time to walk me through all the paperwork and warranties-both before and Everyone I worked with was incredibly friendly and helpful. They took the time to walk me through all the paperwork and warranties-both before and after the purchase- which made the process smooth and Stress-free. I also appreciated the crash course Brandon gave me on all the new tech features in my car. I’m absolutely loving my new ride and would definitely recommend buying from Russ Darrow Madison! More

by JILLYBEAND_225 Verified Customer Verified Customer

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Great service from Dan Smith here. Answered all my questions, was very thorough and extremely friendly. Made the experience enjoyable throughout! Answered all my questions, was very thorough and extremely friendly. Made the experience enjoyable throughout! More

by MEGANHAMMETT Verified Customer Verified Customer

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The staff were mostly helpful. Cung is highly knowledgeable and trustworthy salesperson and very easy to work with. Cung is highly knowledgeable and trustworthy salesperson and very easy to work with. More

by ABHIK Verified Customer Verified Customer

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Excellent service. Very personable and thorough. Would highly recommend and will definitely consider for any future car buying needs. Very personable and thorough. Would highly recommend and will definitely consider for any future car buying needs. More

by NAOMI7HILLS76 Verified Customer Verified Customer

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Brandon was very thorough and patient with all of our questions. We came in not knowing what car we wanted to get, only letting him know our thoughts on what we needed. Brandon educated us on the best ch questions. We came in not knowing what car we wanted to get, only letting him know our thoughts on what we needed. Brandon educated us on the best choice and was very helpful with finalizing a vehicle that we are loving so far. More

by BELLESARAEASTON Verified Customer Verified Customer

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I would give this dealership 0 stars if I could. The service department is friendly but other than that I have nothing good to say. I purchased a car a year ago and have already had to have multiple The service department is friendly but other than that I have nothing good to say. I purchased a car a year ago and have already had to have multiple things fixed with it (which they tried to charge me for). When I brought my concerns to the used sales manager (dan) and have called him twice with no response. HORRIBLE dealership. More

by AWALCH45 Verified Customer Verified Customer

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We had a great experience with our salesman, Kyle! He did great with assisting us throughout our purchase of the vehicle, test driving & working with us! I had a positive experience with the sales but He did great with assisting us throughout our purchase of the vehicle, test driving & working with us! I had a positive experience with the sales but unfortunately was not as pleased with the condition of my car after the purchase. We were told at the dealership that an active safety recall on the car had been taken care of when purchasing and ended up needing to take the car back in a day after purchasing it to have the recall fixed and have a few minor things looked at that we noticed. We did get a car wash before driving off the lot but the interior was dirty and not detailed or vacuumed. I am happy with the purchase & my overall experience but wish it was in a little better condition driving off the lot! More

by MAYCIE Verified Customer Verified Customer

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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 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. More

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