Rachel Engel

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

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’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 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

Russ Darrow Direct responded

It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you for choosing Russ Darrow Direct, we look forward to having you as a valued customer for many years to come! Mike Meacham mike.meacham@russdarrow.com

Russ Darrow Direct responded

It's great to hear that we were able to help you out. 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 taking the time to share your thoughts on working with our team. We're glad to hear we delivered such a great experience! Mike Meacham mike.meacham@russdarrow.com

Russ Darrow Direct responded

Jared, we understand you’re frustrated, but at this point we need to be clear: taking ownership of a vehicle means accepting the responsibilities that come with it. Several months and several thousand miles have passed since you purchased the Ram truck. It is your vehicle, and with that comes normal costs, maintenance, and upkeep. And Jared—resorting to name-calling doesn’t help your case. It’s unnecessary and, frankly, very unprofessional. At some point, you need to take responsibility for your own truck and the realities that come with owning it. We’re always willing to help like we did when you first got the truck, but the responsibility for the truck now rests with you.

Russ Darrow Direct responded

We truly understand your frustration and appreciate your patience throughout this process. Although the extended service contract did not approve coverage, we went ahead and replaced your 150,000-mile transmission with a lower-mileage used unit at no cost to you. Our goal was to make sure you were taken care of and your vehicle was back on the road as quickly as possible.

Russ Darrow Direct responded

We are very happy to have provided you with such a positive experience! We sincerely value your business and look forward to your next visit. Mike Meacham mike.meacham@russdarrow.com