Russ Darrow Metro Mazda

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

Lied about my warranty coverage. I'm still in warranty and asked him to double check, said he did and was not covered. I check my warranty at home and was still in coverage I'm still in warranty and asked him to double check, said he did and was not covered. I check my warranty at home and was still in coverage More

Rep tried to charge me extra for windshield wipers already included in winter Svc pkg they offered to me. Also tried to charge me $30 taxes on a $145 bill (20% tax)! Finally, got home next day to fi already included in winter Svc pkg they offered to me. Also tried to charge me $30 taxes on a $145 bill (20% tax)! Finally, got home next day to find oil leak in my parking space; had to go back to dealership to fix. More

I was pleased with my experience at Mazda Russ Darrow. However when I drove off I only had half tank of gas. Felt it should be full. However when I drove off I only had half tank of gas. Felt it should be full. More

I have bought multiple cars from the dealership. I have enjoyed it every time and appreciate the sales team I have enjoyed it every time and appreciate the sales team More

Given a grossly inflated quote, then knocked down a lot as diff tech looked at issue. For the second time (second visit), Kirstin did not pass on my request to check an issue I've been having, so a tech co as diff tech looked at issue. For the second time (second visit), Kirstin did not pass on my request to check an issue I've been having, so a tech couldn't address it. Was half the reason I brought the car in. Kirsten said she'd research issue and get back to me, which she never did, and I wasn't surprised as I had the same experience with her on a previous visit. Really disappointed and very annoyed. More