Russ Darrow Metro Mazda

My experience was great. The team made sure my car was repaired in a timely manner and ensured I had reliable transportation while I waited. Overall, the service was professi The team made sure my car was repaired in a timely manner and ensured I had reliable transportation while I waited. Overall, the service was professional and very helpful. More

Great customer service and I was took care of it a reasonable time. Thank you! reasonable time. Thank you! More

Everyone was so nice. It was a great experience. Terrific vehicles. My 3rd CX5. So happy with everyone at Russ Dartow. Great crew. It was a great experience. Terrific vehicles. My 3rd CX5. So happy with everyone at Russ Dartow. Great crew. More

I don’t write reviews often, but the lack of professionalism here needs to be called out. Our sales representative, Janae, was genuinely great… helpful, kind, and professional. I hate that sh professionalism here needs to be called out. Our sales representative, Janae, was genuinely great… helpful, kind, and professional. I hate that she is wrapped into this review. Unfortunately, the issues we experienced were entirely due to dealership management, not her. We test drove a 2019 RAM truck and agreed to pay full sticker price because we felt the price was fair and reasonable. We were pre-approved to pay the full price through our own bank at ~6% APR, but allowed the dealership to explore financing. When the price sheet came back, the numbers were shocking: nearly $800/month on a ~$30k vehicle over 72 months. They refused to disclose the interest rate (which we later estimated to be almost triple our pre-approval), and we noticed thousands added in fees, including a $500 “security etch” and a maintenance warranty we explicitly declined. Management insisted these add-ons and their financing were mandatory if we wanted the vehicle. When we questioned this and asked to speak with the manager, we were told to either accept the deal as-is or leave. Despite agreeing to STICKER PRICE THAT THEY ASKED FOR, they refused to sell the vehicle unless we accepted unnecessary fees and a much higher interest rate than our pre-approval. This dealership does not act in good faith. The pricing is misleading as they impose scammy fees. We paid sticker price, the price they wanted, and they still refused. This behavior was entirely unprofessional, and is exactly why car dealers have a bad reputation. I hope that they change these practices. More

Tim, Gwen, Noah, Jalen and Thaddeus were absolutely phenomenal. I was very anxious about the whole process as it was my first time buying a new car, and Tim and Gwen were so incredibly patient with me. phenomenal. I was very anxious about the whole process as it was my first time buying a new car, and Tim and Gwen were so incredibly patient with me. They met me where I was and went above and beyond to help me feel comfortable and confident in my decision. I could not have asked for a better team of people helping me. The whole team was very compassionate and charismatic and really listened to me. Both Tim and Gwen were just amazing and so dedicated to getting me into the perfect car, with Tim even coming back in after his shift when my car arrived and Gwen waiting to make sure I got my car before she left. Thaddeus was so incredibly kind even after a long day of driving 6+ hours to obtain my car and made sure it was nice and clean after driving in the snow. Noah and Jalen both were super nice and helpful as well and helped make the process go smoothly. It is very evident that the leadership promotes an amazing culture here and that shows in all of their staff and the positive attitudes they radiate. As an anxious and apprehensive person, Tim and Gwen really helped instill confidence and showed an incredible amount of patience with me. I cannot say enough good things about the crew that I worked with, especially Tim and Gwen. Thank you all SO much! More

I would not recommend Russ Darrow Metro Mazda to anyone for the following reasons. I believe they practice deceptive sales tactics. I was looking to purchase a 2023 Mazda CX5. When I was talking to my s for the following reasons. I believe they practice deceptive sales tactics. I was looking to purchase a 2023 Mazda CX5. When I was talking to my salesperson (Landen) in the beginning, I directly asked him this question. “I am paying the agreed to retail price, taxes and licensing. That's it. No other fees or charges?” His exact reply to me was, “Nope that's it.” When he brought out the agreed to terms on the purchase proposal, it was loaded with $4300 in add on options and a $500 service charge. He never offered me these options up front. Never explained anything. He added these options on his own. Never said a word. Later in the process I told him I didn't want any of these $4300 in added option packages. His reply to me was, “We would not have offered you what we did for your trade if they were not part of the deal.” That's absolutely false. They offered me what they did for my trade before they ever gave me the purchase proposal. Then he tried to use the options as bargaining leverage. Offering me one of the option packages that was $350 for $250. My choice at that point was to accept this or get less for my trade in? I should have just walked away from this sale. So they basically put me in the position to buy something I didn't want, on a lie they perpetrated. He also added a $500 service charge when he earlier said there would be none. I can only take it as he flat-out lied to me. ●Next issue. I was buying this vehicle for my wife. My salesperson offered for me to take the car home to show my wife. I agreed. When I got in the car I noticed there was not enough gas. I went back in and mentioned this to my salesperson. His exact reply to me was, “What do you want me to do? Give you $10?” And then he walked away. I asked another sales person that was kind of involved in the sale and they said, “Ok, I put some gas in it.” And he did. The comment from the first sales person was rude and not very good customer service. ●Next issue. The car we purchased was a certified pre-owned vehicle. It was to have two door fobs. This car did not. So I was instructed to set up an appointment with service to get the new fob programmed. I called their service department. The service person said he could see the service order but did not have a “We Owe” form needed to do the service. He said he would talk to my salesperson to get the form. He said he would call me later that day to confirm all is well. We set up an appointment for the next day. Did not get a call from him and the service department was now closed. I called my salesperson to see what was going on. Got his voicemail and explained the situation. The next morning with a 10:00am service appointment I still did not hear from anyone. I called service and the “We Owe” issue had not been resolved. I had to cancel the appointment. I had to reschedule my day for that appointment. Terrible Service Center customer service. My sales person also said he would give us a tank of gas for the trouble of having to bring our car back in for the fob issue. When I eventually talked to him on the phone about the We Owe issue I mentioned to him about the tank of gas offer. I never received a free tank of gas. ●Next issue. My wife had to go back to the dealership to sign the trade title. She said to me, “Do you know why?” “When we were sitting in the finance department signing the papers, I asked him if I should sign the title when I had it in my hand. He said, “No, not yet.” He at that point was trying to sell us extended warranties and car washes.” He took the title from my wife. He seemed to be focused on selling upgrades rather than getting the proper paperwork signed. ●Darrow will not give you paper copies of your contract. They will give you a flash drive. ●The pictures they used for this vehicle on their website were not of the vehicle they were selling in this ad. There were major scratches on the tailgate of the vehicle this ad More

I came in because my car was idling rough after a recent spark plug install done elsewhere. The team physically inspected the spark plugs and confirmed they were installed correctly and gapped to Mazda turb spark plug install done elsewhere. The team physically inspected the spark plugs and confirmed they were installed correctly and gapped to Mazda turbo specs. It turned out the car simply needed the proper Mazda throttle/idle relearn, which immediately resolved the issue. Everything was explained clearly and the car has been running perfectly since. Kristen Jones checked me in and was extremely efficient, took great care of my needs, and was even able to bring the total cost down. Great experience overall. More

Professional, friendly, prompt service, cleanest garage, sitt.ing area. Highly recommend! Keep up the good work! Thank you sitt.ing area. Highly recommend! Keep up the good work! Thank you More

I've had good luck with the service department. Kirsten explains everything well and makes me feel like I'm the most important customer. Kirsten explains everything well and makes me feel like I'm the most important customer. More

Everyone was attentive to my concerns and needs as well as very approachable. Bruce is very knowledgeable about what's going on around there. as very approachable. Bruce is very knowledgeable about what's going on around there. More