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October 2023 by Matt C.
Jacob I. the service department was one of the rudest people who I have ever dealt with it. even answering the phone I feel almost abused by him. want to not only never come back but would cancel my cat purchase if I could
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August 2023 by Jaime A.
Service department is sneaky and they hot you with fees so their "techs can get paid"
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August 2023 by Melissa P.
Lies & Games that will waste your time. The ad stated the car was in West Bend - it wasn't I had to drive to their Waukesha location to see it. Don't bother asking for the "E Price" - is, it's just the price on the website that says ask for the E-price. I had a 7:30pm appointment and the sales person couldn't be found after us having to stand around and wait for him to be paged repeatedly. They took the title out of my car without asking me or telling me when we were on a test drive. The price listed on the car was decent but you couldn't buy it without them tacking on ~$6000 in warranties, paint and dent services, tire rotation and anti-theft fees etc. We left only to get a call that they had my title. If a price seems too good to be true it's because it is. Of course they offered low balled my trade even after I told them they weren't in the universe and we could just be done. They'll give you a graph showing how low priced their vehicle is. Ask them for the graph on how high their fees and multiple lines of additional stuff is that they're trying to sell you.
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July 2023 by Olivia O.
I don't know where to start with the process of getting service at Russ Darrow Kia of Waukesha. My engine ceased and I've been reaching out to Kia for over 2 months. I need an update on the cause my engine ceasing. Jacob Povlich isn't returning calls. There is no communication unless I call every day. I get put on hold every time. They say they are "with another customer" or "stepped away". They say they will call me back. Never happens! So then these last two times they tell me it's a 45 minute wait just to speak with him. The other gal who sometimes answers the call is Kailey. She states there is no notes on file to provide feedback. I ask for the manager. Well he is out and supposedly "Jacob is the manager". He say's the (actual) manager will call me next week. So then I finally say "I need to hear from the manager's manager." Of course then he says," I will call the warranty company again". ...Still hasn't communicated with the warranty company. Kia's service department is unreliable and dishonest. Your brand advertises excellent customer service. This experience if far from that! I don't recommend the company to anyone. I need a car and this is inexcusable! This process has been holding up my life. I need someone to work with me. I need reliable communication. I will keep going up the ladder to get service.
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June 2023 by Mark N.
Would never purchase a used car from Russ Darrow Kia Waukesha again. They strip the car of anything not attached: floor mats, owner's manual and even working wiper blades. We had a good enough purchasing experience with Katie but once we drove the car off of the lot, they didn't want anything to do with their new customer. General manager won't return calls for 6 weeks. Bad customer service. When I arrived the pick up the vehicle, I noticed that the floor mats had been removed. I asked the salesperson - She said they may be in the trunk. Nope. She said that sometimes previous leased cars don't have floor mats because they're worn out. Car had 60K miles - I'd be shocked if they were 'worn out.' OK, that's bad business but I wasn't going to argue about it. Katie apologized for what that was worth. Later that afternoon, it started raining. I turned the wipers on and they were deteriorated so badly that I could hardly see out my windshield while on busy Bluemound Road. I had to immediately stop and buy a set at the closest store. They put my life at risk over $10 wiper blades! That is inexcusable to sell a used vehicle with non-working blades. Not only is that bad business, had I gotten in an accident it opens the dealership up to liability. It makes me wonder if they even checked the car over prior to selling. What else did they fail to check? About 10 days after purchase, I noticed that the owner's manual was missing. Not a huge deal but our courier wanted to review it to learn how to set up the radio/Bluetooth. I reached out to Katie who initially ignored my voicemail but then got back to my text with a link to a digital copy of the manual. First off, a manual should have been in the vehicle. I'm not printing a *481 page* manual. Even if I did, it wouldn't fit in the glove box! I've never heard of a car sold without a manual. Again, bad business. We just purchased the car for the asking price, the least the dealership could do is order me a copy - they did not. After I told Katie that her solution of printing 481 pages wasn't acceptable, she told ME to call the General Manager -note she didn't contact the GM for me or have him call me, her solution was for me to call him. No effort. :( I then called the GM at least 10 times over a six week period and he was never available to take a call. I left multiple messages on his voice mail (that isn't even personalized - bad business), was transferred to the sales manager multiple times even though I didn't ask for him and even left a messages with the receptionist who either didn't pass my messages along to the GM Brandon or did, and Brandon ignored them. After *six weeks* with no results (HORRIBLE customer service), I try emailing Brandon who responds within minutes. I requested that he call me about my car buying experience. He didn't want to talk to me, he only wanted to email. How cowardly is this? After emailing him again, he finally called. As you would expect, Brandon didn't want to hear about my concerns so that he could improve his sales experiences for future customers. He was very defensive and claimed that I was rude to his staff. Excuse me, I was rude? I'm not the guy too chicken to call a CUSTOMER back after getting tons of calls and messages. Ignoring new customers is BAD business. Then comes the most smug, arrogant, condescending comment of all- After telling Brandon/GM of my three concerns above, his response: "Well if you want floor mats and an owner's manual, then why didn't you buy a new car?" Wow. Unbelievable. *Russ Darrow: This guy should not be dealing with customers.* The experience started well but ended poorly. A reasonable person expects a car to have floor mats, an owner's manual and decent wiper blades that actually wipe the water away. But as their sales manager stated, if it's not in the contract then it's not part of the deal. Wow. That's just bad business. It's not so much the lack of the three
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May 2023 by Kathy C.
If I could give 0 stars I would. My check engine light is on with my 2015 Soul that I bought brand new. I called for an appointment and was told the NEXT AVAILABLE was JUNE 5th!
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February 2023 by Kevin Knight
Nice service dept in/OUT VERY FAST FOR A FLAT TIRE
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February 2023 by Madelyn Lein
WOULD NOT RECOMMEND. I bought a car from Russ Darrow in Waukesha on August 25th 2022 from Gregg Kasper. They promise that they do a full detailed inspection report. But somehow missed the fact that my skid plate was cut out prior to service and accused me of cutting it out myself. They do not listen to anything you say and once you purchase the car they do not care to help you at all. I had my car serviced for an oil change and was informed of the skid plate by another Russ Darrow dealership on October 21st. They do not listen to any concerns you have they just want the sale and do not truly care about their customers being happy. When I called to ask why I wasn't informed of the skid plate they accused me of cutting it out myself. Gregg said that he would sell this car to his grand daughter but didn't care to get me answers when I had a concern. I would never purchase a vehicle from here and highly advise going elsewhere.
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October 2022 by Madelyn L.
WOULD NOT RECOMMEND. I bought a car from Russ Darrow in Waukesha on August 25th 2022 from Gregg Kasper. They promise that they do a full detailed inspection report. But somehow missed the fact that my skid plate was cut out prior to service and accused me of cutting it out myself. They do not listen to anything you say and once you purchase the car they do not care to help you at all. I had my car serviced for an oil change and was informed of the skid plate by another Russ Darrow dealership on October 21st. They do not listen to any concerns you have they just want the sale and do not truly care about their customers being happy. When I called to ask why I wasn't informed of the skid plate they accused me of cutting it out myself. Gregg said that he would sell this car to his grand daughter but didn't care to get me answers when I had a concern. I would never purchase a vehicle from here and highly advise going elsewhere.
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September 2022 by Robert C.
Have purchased 9 cars from this dealer. Dennis is the Best but his boss is a total Jack Wang! Traded in my last SUV for not one but two Ford escorts. Brandon the sales manager only cared about getting the deal done. Rush Rush Rush. NOT my style, I need clarity on everything. Now I'm old school, I expect people to do their jobs, so imagine my surprise when 6 months later I get a letter from the city telling me where I can pick up my wrecked SUV and how much it's going to cost me. Sure I over reacted and to an extent I feel bad about it but Brandon did not seem to care at all in fact he threatened to have me escorted off the property. So yes I calmed down a bit and worked with Dennis to try and get this resolved. But Brandon was nowhere to be found! He thinks I disrespected him, but that's not possible because I never had respect for him in the first place!!! If you do go to Russ Darrow Kia of Waukesha ask for Dennis but stay as far away from Brandon as you can. He does not car one bit about you and your needs he only cars about your money and his image of unicorns farting rainbows!
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July 2022 by Jamie L.
attention buyers beware!!!!!!!!!! don't be another victim read these reviews take your business elsewhere you will be treated like your below these people once you sign them papers take your business elsewhere i can't stress it enough
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March 2022 by Benjamin W.
I would leave zero stars if it was an option. This is hands down the worst service department I have ever experienced. They can not operate or fix anything and are extremely rude. I bought a Kia Sedona brand new in 2016. Problems started at 315 miles. It has been in their service department multiple times. Sometimes over 30 days. Never had it been fixed. Was even told there is no fix. Finally this month they found the problem. However your out of warranty. Doesn't matter it's been documented and we have not corrected it since 315 miles. Also paid to have a seat fixed. The seat will not stay latched. Picked it up. Same problem. You can pay again is what I was told. Pay again! To fix what you just charged me to fix! Not to mention four times they called to say it was done. Four times it was not done and I drove circles from Oconomowoc to Waukesha at $4 a gallon. $50 round trip. Also no loaner. I have a van so my entire family with kids can get places. Not to have it sit in your service department. Now I'm stuck with seats that do not latch down and fly forward when you hit the brakes. Guess I can't put my kids in my van I paid $35,000 for and I'm what, supposed to just get another. What a joke! Crooks!
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February 2022 by Felicia M.
Terrible customer service. We were given an estimate of $1200 for repairs to our Kia Minivan. The main purpose of the repair was to fix all 4 doors. About 360.00 was routine maintenance. The front 2 doors had latching issues which they fixed by adding washers. $150.00 in diagnostics for that. The rest was to replace motors on the 2 power doors. We were quoted $1200 for whole repair, complete. Parts had to be ordered for the doors but I was specifically told I was paying for everything and there were no other charges. I had to pay right away and could not use a credit card without paying a 3.5% fee. I paid the 1200 + by debit. Tonight, bringing the van in for repair we were told I had not paid for labor. They didn't care what I was told in the estimate. Could not provide a copy of that estimate, and told us that their tech would never have said that. By the way that person no longer works there. They also found we were over charged by 125.00 on the original repair, a mistake made by the same guy that gave us the estimate they won't honor. Then he accused us of not wanting their technicians to be paid. We just wanted them to stand by their estimate. The only thing the service manager was willing to do is refund the 125.00 we were overcharged and for the parts we are now not going to have installed. We can not get our refund for 7-10 days, even though I had to pay immediately. The service manager is cocky and rude and as we were leaving said in front of his staff (about 6 guys standing around) "You just want something for free". We just wanted the repair we were quoted. I have been doing customer service for 35 years. It was so within his realm to turn this around and stand by an estimate but instead basically called us liars. If zero stars were possible, that's what we would choose.
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February 2022 by Hollie Shockley
Everyone is so nice and helpful
