Russ Darrow Kia of Wauwatosa

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 Acrow! Thank you for this truly great review. We will be sure to let Mitch, Steve, Shannon, and the Team know of your satisfaction. It was a pleasure helping you upgrade. Your time and business is appreciated. It is always fulfilling when we can help our customers in all aspects of their new vehicle purchase. We love our KIAs and we want everyone else to love them as much as we do (: So happy to have you as a part of the family here at Tosa Kia!

Russ Darrow Kia of Wauwatosa responded

Hello Kev! Thank you for this lovely review. We will be sure to let Mitch, Steve, Candace, and the Team know of your satisfaction. Your time and business is appreciated. It was our pleasure helping you trade in and up ~ Patient and Professional is what we strive for (: Glad to have you as a part of the Team Tosa family!

Russ Darrow Kia of Wauwatosa responded

Hello Ms. Strasser! Thank you for this fantastic review. It is always satisfying when we can turn a car buying experience into a great and worthwhile endeavor :) It was such a pleasure helping you upgrade to your gorgeous new ride. Your time and business is appreciated. So happy to have you as a part of the Tosa Kia family!

Russ Darrow Kia of Wauwatosa responded

Hello Tessa! Thank you for this fantastic review. We will be sure to let Valencia and Steve know of your satisfaction. Your experience here was exactly what we aim for with each of our customers and it was a pleasure helping you upgrade. Happy to have you as a part of the Tosa Kia family :)

Myashay responded

Thank you!!!

Russ Darrow Kia of Wauwatosa responded

Hello Richard! Thank you for this fantastic 5-star review. We will be sure to let Valencia and Rio know of your satisfaction. It is always great when we can educate and work together to achieve a common goal without pressure :) Your time and business is appreciated. So happy to have you as a part of the family here at Tosa Kia!

Russ Darrow Kia of Wauwatosa responded

Hello K! Thank you for this great review. It was a pleasure helping you get into your new vehicle and we will be sure to let Sazare and Steve know of your satisfaction. So glad to hear that the process of getting your perfect car was a fun experience. Your business is appreciated. Happy to have you as a part of the Tosa Kia family :)

Russ Darrow Kia of Wauwatosa responded

Hello Jenbella! Thank you for this lovely review. Your time and business is appreciated. Car searches can certainly be a bit stressful but we are glad you found the perfect person to get you through the process smoothly. We will be sure to let Jerome know of your satisfaction. Happy to have you as a part of the family here at Tosa Kia :)

Russ Darrow Kia of Wauwatosa responded

Hello Devaun! Thank you for this great review :) We will be sure to let Mitch, Josh, Marino, and Kevin know of your satisfaction. It was such a pleasure helping you get into your new vehicle. Your time and business is appreciated. Happy to have you as a part of the Tosa Kia family!