Isaiah Maki

Russ Darrow Direct responded

We're glad to hear your purchase experience with Mark H. was a positive one. As for your service concerns, we respectfully disagree with your conclusions. Diagnosing intermittent noises is one of the more difficult aspects of automotive repair. A video can be useful, but it is not a substitute for being able to duplicate and diagnose a concern in person. Technicians cannot replace parts or perform warranty repairs based solely on a customer's description or a recording—they must identify a failed component. Your vehicle was inspected multiple times while it was still under warranty, and the issues that could be verified at that time—including the transmission—were repaired. The component that ultimately failed was not diagnosable during those earlier visits. Simply because another shop identified a problem after your warranty expired does not mean that condition existed in a detectable or warrantable state beforehand. You also mention that you believed the noise was coming from the front of the vehicle. As you've acknowledged, you're not a trained technician, which is exactly why our technicians performed inspections based on the symptoms presented. Unfortunately, noises often travel through a vehicle, making them difficult to pinpoint, and not every concern has an immediately obvious cause. Once your vehicle was outside of its warranty coverage, the responsibility for repairs became yours. Even so, we still offered a 10% discount as a goodwill gesture, despite having no obligation to do so. We understand you're disappointed with the outcome, but suggesting that a covered repair was intentionally ignored is simply not supported by the facts. We addressed every verified concern while the vehicle was under warranty and made every reasonable effort to diagnose the issue based on the information available at the time.

Russ Darrow Direct responded

Thanks for sharing about your experience with Russ Darrow Direct. We appreciate your business and hope to see you again soon! Mike Meacham mike.meacham@russdarrow.com

Russ Darrow Direct responded

It's great to hear that we were able to help you. Our goal is to make sure everyone who walks through the door leaves happy. Thank you for choosing Russ Darrow Direct! Mike Meacham mike.meacham@russdarrow.com

Russ Darrow Direct responded

Thank you for choosing Russ Darrow Direct. Your feedback and rating mean a lot to us. We're glad we were able to help, and we hope to see you again! Mike Meacham mike.meacham@russdarrow.com

Russ Darrow Direct responded

We are so glad that we had the opportunity to work with you, and that our team could make this a top-notch experience. We look forward to continuing to serve you in the future! Mike Meacham mike.meacham@russdarrow.com

Russ Darrow Direct responded

We strongly disagree with this characterization of your experience. There were no lies involved, and nothing was misrepresented during your purchase. All terms, pricing, and vehicle details were disclosed prior to signing. Once paperwork is completed and the transaction is funded, ownership transfers — we do not offer a “two-day return” or exchange policy unless explicitly stated in writing beforehand. When you contacted us about wanting to unwind the deal after two days, we explained our policy clearly and respectfully. While we understand buyer’s remorse can happen, that does not make the process misleading or dishonest. If there is a specific, factual concern you would like addressed, we are open to discussing it directly. Broad accusations, however, do not reflect what occurred.

Russ Darrow Direct responded

We’re glad we could schedule your Kia Soul promptly and complete its repair that same day. Thank you for recommending our service team. If you need any assistance down the road, please let us know.

Russ Darrow Direct responded

Thank you so much for your excellent review! We are so glad that we had the opportunity to work with you, and we are thrilled that you found your experience with us here at Russ Darrow Direct to be a positive one. Please don't hesitate to reach out if you need anything else. Mike Meacham mike.meacham@russdarrow.com

Russ Darrow Direct responded

Thank you for your feedback. Please don't hesitate to reach out to us directly if you need any further assistance. We are always happy to help! Mike Meacham mike.meacham@russdarrow.com