Russ Darrow Kia of Wauwatosa

Great customer service fast friendly with no pressure to buy. Explained in detail all options. Very knowledgeable staff that genuinely cares about customer satisfaction and overall experience. buy. Explained in detail all options. Very knowledgeable staff that genuinely cares about customer satisfaction and overall experience. More

I came in to look at cars and left with a new car. The team was a pleasure to work with. Rio and Mike was very knowledgeable and transparent. I highly recommend working with with these guys! team was a pleasure to work with. Rio and Mike was very knowledgeable and transparent. I highly recommend working with with these guys! More

On Friday, January 22nd, 2021, my father and I visited The Russ Darrow dealership in Wauwatosa on Mayfair road. We decided to purchase a Kia Soul with 44,000-some miles listed at $10,878 on the Russ Darro The Russ Darrow dealership in Wauwatosa on Mayfair road. We decided to purchase a Kia Soul with 44,000-some miles listed at $10,878 on the Russ Darrow Website. We worked with Michael Duda and Steven A. Garner. Both constantly took off their COVID masks to speak, completely defeating the purpose of even wearing them. First off, the time we spent there was absurd. It took nearly 5 hours to get the deal done, despite only looking at 2 cars. Both Kias we test drove were dirty, which Mike blamed on their “high volume of cars”, despite us having called 24 hours in advance to drive them. We pointed out the spare tire storage area was full of gunk and something like paper-mache and despite being sent for cleaning twice, came back just a dirty as before. No point in cleaning a car you know will be seen? The salesmen would also leave the cubicle desk for 30 to 40 minutes at a time, only to return with 1 sheet of paper or the wring info entirely. When they did return, they spent a considerable amount of time yapping about their many trips to Hawaii and all the football stars they knew rather than focusing on their jobs. The cubicles were dirty as well, with coffee stains, scuffs, and scrapes all over the walls as well as trash on the desks. This should have been a good sign that these guys didn’t care about quality, but we stayed anyway. While seated in the cubicles at the front of the dealership, both Mike and Steven told us that the Kia “60,000 Miles or 5 years” warranty was non-transferable from the first owner, despite the car being under both limits of the warranty (it was 3 years old, 44,000-some miles). My father asked about this warranty several times and was told each time that only the 1st owner of a Kia gets that guarantee and that the only warranty option was to purchase a warranty thru the dealership at an added cost. When we moved into Steven’s office in the rear of the dealership to finish the financing, it was again reiterated that if we did NOT purchase any warranty with him and Russ Darrow, then there would not be any warranty on the vehicle when we left, again implying that the Kia warranty was not on the car. Steven was profoundly rude while pushing my father to buy their warranty, devolving into namecalling and shaming my father for putting me in a car without ‘protection’. Turns out, all this crap was a bald-faced lie. Kia Motors America responded to our email and confirmed that the “5 years or 60,00 miles” warranty IS transferable and that we were entitled to it. Russ Darrow’s men are completely fine with outright lying about company policy to scam an additional $4,000 out of customers. Both Michael and Steven were disappointing to work with, at times even unprofessional, and certainly extended the time of our visit by several hours, seemingly out of retaliation against my father’s questions, concerns, and expectations. Michael’s rampant use of the word “sweetheart” to refer to me was also disgusting. As a customer, I do not expect to be spoken to in a manner resembling bar chat. In my opinion, these actions, especially an outright lie regarding the Kia warranty in an attempt to add several thousand dollars to our purchase, are not in line with the Kia quality I expected and greatly reduce my interest in purchasing a Kia again in the future, and I certainly will not be purchasing through Russ Darrow again in the future. More