Stephanie Crutcher

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

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

Thank you for your feedback. I would like to clarify that your oil change was, in fact, provided at 100% no charge, as promised at the time of purchase. The charges on your invoice were for additional services that you chose to have performed during your visit, specifically a tire rotation and a fuel system cleaning. Those services are separate from the complimentary oil change program and are not included as part of the free oil change offer. We certainly understand the importance of knowing exactly what you are being charged for, and we want to assure you that there was no charge for the oil change itself. The charges were solely related to the additional maintenance services performed on your vehicle at your request. We appreciate your business and the opportunity to clarify this misunderstanding.

Russ Darrow Direct responded

Thank you for providing this feedback, and we apologize for not providing you with an exceptional experience. We never like seeing that we didn't meet the standards customers have come to expect, but reviews like this help us improve. If you don't mind reaching out to us so that we can speak directly, we'd love to address your concerns in detail. 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 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

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 your very kind review. We strive to make sure that all of our customers leave happy, and it's great to hear about your excellent experience here at Russ Darrow Direct. Mike Meacham mike.meacham@russdarrow.com