Terrible customer service. Sold my family member a bad car and its been nothing but hell since she…read moregot this car. Bad engine, leaks, and never can provide a rental that her warranty is supposed to cover. Do not buy from hwre.

They did a nice job in selling us a vehicle. Covered all the details. Really a 5 star experience…read morebut I want to update after I drive for a while

I wanted a specific car, a Kia EV6. Russ Darrow Mazda advertized the car. I was given an…read moreappointment at Russ Darrow Mazda but when I arrived the car was not there. I found it Russ Darrow Kia, test drove it but wanted my wife to drive it. I tried to book this but the Kia salesmen had a full mailbox and i could not contact the manager, but I confirmed it was still there and asked the only person I could contact (Robyn at Mazda) to book a drive. Subsequently the Kia sales person confirmed our appt. Went to Kia but it had been moved to Russ Darrow Mazda. When we caught up to it the car was in Limp mode as the battery was down to 7% and had not charged. Next day we got to drive the car, charged, and bought it. They said they were emailing the paperwork and would bring the plates out on Monday. We are now 7 days out, after requesting we finally got the electronic paperwork but still have no plates and none of the charging adapters and cables we were expecting. I think we got in the middle of a turf war between the two Russ Darrow dealerships. This is not any level of customer service I recognize.

To Whom It May Concern, I am writing to formally lodge a…read morecomplaint regarding the unacceptable experience I have endured since purchasing a 2016 Ford Escape from Russ Darrow Mazda in Greenfield. The vehicle was financed through Capital One as part of their preferred dealership network, and I trusted that I would be sold a safe and reliable car. Unfortunately, this has not been the case. From the outset, the car displayed problems. During the initial test drive, I noticed stability issues and unusual noises. The salesperson, Ethan, admitted he also heard something, but after taking the vehicle to service, I was told the car had "passed another safety check" and was safe to drive. Within seven days, the problems worsened, and I began a long cycle of repeated repairs, safety concerns, and dismissive treatment by dealership staff. Documented Issues: 1. Differential Failure - On June 14, the vehicle was deemed unsafe to drive. It remained in service until August 23. When returned, the air conditioning was no longer functioning. 2. Evaporator Core Failure - The AC was not working, and coolant had leaked into the dashboard. I was again told the car was unsafe. Repairs took one to two weeks. 3. Radiator Failure - The radiator later failed, costing approximately $2,000. Despite paying for repairs, I received a work order stating: "Mazda of Greenfield will not fix another thing on this used vehicle." It even included a handwritten note stating the "front shutter valves [were] secured as good as possible," which is vague, unprofessional, and concerning. Despite spending roughly $3,500 in repairs, the vehicle remains unsafe to drive. The car shakes, the steering wheel vibrates, and I have repeatedly been told by staff--including AJ, Adam, Shawn, and Nick--that the vehicle is "not safe to drive." And here I am on 9/9/2025 with now needing a heater core and possibly a motor. Treatment by Staff: - My concerns were often minimized or dismissed until I became visibly upset. - I was pressured by Nick to put down $4,000 to trade out of the vehicle, despite my credit situation being impacted by this ongoing ordeal. - I have endured severe stress, including a breakdown that required me to take time off work due to the strain this situation has caused. Summary: - The vehicle was sold after multiple "safety checks" but has consistently been unsafe to operate. - The car has spent more time in service than in my possession. - I have invested thousands of dollars in repairs without resolution. - I have been subjected to unprofessional and dismissive treatment from dealership representatives. This situation is unacceptable. I am requesting that Russ Darrow Corporate immediately review my case and provide a resolution. At a minimum, I expect either: - A full buyback of the vehicle, or - A safe replacement vehicle without requiring additional out-of-pocket costs on my part. I trusted your dealership to sell me a safe vehicle. Instead, I was sold a car that was unsafe from the beginning and remains unsafe today. I urge your office to take responsibility and rectify this matter immediately. Sincerely, Tamika Johnikin

Very slow service and poor communication…read more Ex 1- said the parts for our repair came in and I scheduled an appointment. When I arrived, they said only 1 part was in and they thought it was "weird" I was on the schedule. Didn't even give me a call to discuss before I drove all the way there and made arrangements to miss work. Ex 2 - when they finally do have the parts to make the repair, they said it would be done by noon the next day (a Friday before a holiday weekend). No updates at all. Finally call at 1pm and they say they haven't even started! My husband and I had to delay our holiday weekend trip to leave the next day. Would've liked an update earlier in the day.

Date of visit: October 6, 2023…read more My dealings with two of the other Volkswagen dealerships in my area have been very frustrating, from both a sales and service perspective. And while I really like my car, if the purchase and maintenance interactions are awful, I am not likely to purchase another VW. However my visit to Ewald Volkswagen in Menomonee Falls restored my faith in dealerships! Jorge was amazingly efficient and gracious, walking me through the process and providing me with options when it was time to make decisions regarding the potential work to be done. The work was done in record time and for slightly less than I had anticipated. And when it was time to leave, he was even my cashier. The waiting area has a mixture of comfy chairs and--my personal favorite--high-top chairs and tables with fast and accessible WiFi so I was able to get work done while I waited. Snacks and beverages were provided as well, to give me the fuel to get through the day. Really my only complaint was the relative unhappiness of the receptionist. Though if I had to say "Thank you for calling the All New Ewald Volkswagen Buick GMC" 100 times a day, I think I'd be a little crabby, too! Give the lady a break and shorten that greeting.

*Update: 6 weeks after we bought our car the check engine light came on and we had to spend $900 to…read moreget it fixed plus an additional $600 for new tires since the ones that came with the car were bald. Part of the expense was a new car battery which I will give the benefit of the doubt to the dealership and blame it on the polar vortex, but the auto shop found a rats nest in the filter and had to give the engine a tune up. If I had known we'd be putting another $1500 into the car, I definitely would have negotiated the price more.* We had a great experience buying our car here. It doesn't have bells and whistles and fsalesmen in suits, but it does have knowledgeable straightforward owners who treat you like equals and don't make you feel like you're being outsmarted or manipulated. They have free car faxes on file for all of their vehicles. It was a quick and easy process and we walked away with a car we feel good about. Will update after we've had it for awhile!

I LOVE Richfield Car Company. Chad was so great to work with. Honest, reasonable, and willing to…read morenegotiate. I bought a 2012 Subaru Outback and it's super dreamy. Chad had it checked out by Somer's Subaru, who gave it a clean bill of health, but just to be sure, I had it looked at by my mechanic who agreed and told me, "Buy this car, now." Thank you Chad for helping me through the hoops of the used-car-buying process! This is my verbal recommendation to go to Chad for your used-car-buying needs.

Service and showroom were top notch. My sales person Debra went above and beyond. Many options to…read morechoose from which was nice compared to other dealerships.

Date of visit: December 26, 2025…read more When my efforts to find a vehicle that I wanted failed, we then considered vehicles my husband wanted, leaving me his car. The Nissan Rogue was one such option and we stopped by Russ Darrow Nissan at the Metro Auto Mall. While perusing the options, we were greeted by Tim, who for the most part was personable and friendly, though we noticed that he began to fill out an Offer to Purchase when we just indicated that we were only interested in test driving. Tim was very motivated to sell the vehicle as he called us at 730 the following morning to gauge our interest. The facility was nothing special, but certainly not the worst dealership we've seen in the area. We did go with another vehicle instead of the Rogue and after letting Tim know this, he did not reach out further, which we appreciated.

I'd like to acknowledge Maggie in the Service Department. I met up with Maggie when I was…read moredirected to Russ Darrow Honda in Milwaukee's Auto Mall. I was going to use again the sister Russ Darrow Dodge dealership there for an auto emissions State test. The previous Sate test there was a very good experience, so I went there. Unfortunately, there was a tech glitz, so I was directed to the nearby Russ Darrow Honda store. Maggie took charge of the process upon my arrival at that sister store. She was on the ball, very competent, and swift in getting all done. It was a 5 star experience. I'll be certainly looking at that dealership or a Russ Darrow other dealership for future car buying and repair service. -- Mike Bjordal, Milwaukee

Unprofessional staff, hostile work environment, and unreasonable lease quotes…read more​I had a deeply disappointing experience at Russ Darrow Honda. While my primary salesperson was trying her best to assist me, the overall dealership environment was extremely toxic and hostile. ​Unprofessional Staff Conduct: Another sales associate snapped directly at my salesperson in front of me, loudly complaining, "I'm just one person, they'll have to call back." Later, that same associate walked past me mumbling expletives about how tired he was of his coworkers. ​Lack of Cooperation: When my salesperson attempted to hand my trade-in keys to the appraiser--saying "Here you go" four separate times while walking right past him--the appraiser completely ignored her and walked off. ​Insulting Financing Quotes: Despite having a credit score over 700, Honda Leasing/Financing treated me as if my score were in the 400s-500s, quoting me an unreasonable monthly payment of $800 to nearly $1,000 for a Honda HR-V. ​Standing by while staff treated my salesperson so disrespectfully created an uncomfortable, hostile atmosphere. Combined with the unreasonable financing quotes despite my strong credit, I will not be doing business here.

Don't be deceived by the small footprint of this Ford dealership, cause the parts department &…read morecustomer satisfaction are huge! I've visited Boucher parts department 3 times in the past week, all 3 times I walked away with my needed parts at online prices. Yes, Boucher will meet online prices for new factory Ford parts. I ended up saving more than 30% over Ford's suggested retail. In my experience, this is the first dealership to reduce their OEM suggested retail prices to meet the better deals found online. Parts availability is incredible! I needed an EGR valve, EGR housing & gaskets for a diesel Ford Super Duty. Boucher & Badger were the only 2 dealerships in town to have these parts in stock. All the other Ford dealerships would have had to order them in. I expected Badger to have my needed parts, they're the biggest factory diesel repair in town. But, Boucher is 10% the size & handle mostly gas vehicles. Thanks Boucher parts, I will be back!!

I brought my car in for a straightforward repair. They said they needed to order a part, so I took…read moremy car home for the weekend. During the wait I got an estimate from them over the phone; since I've been getting vehicles serviced at their shop for almost 30 years and had never had a problem I trusted the quoted cost. I brought my car back the next week, had the repair done, and paid. Afterward I looked at the invoice and found that the estimate had included a "tune up" and "fuel injection treatment" that I hadn't asked for, and which contributed over $400 to the final bill. Always read the invoice before signing anything. Even if you think you trust the shop, ESPECIALLY if you think you trust them, ALWAYS read the invoice.

After an awful, shady experience at Russ Darrow Mazda in Madison, working with Erica and the team…read morehere was a night and day experience buying the same car Madison told me was already sold. I'll definitely buy my next Mazda from here as well!

My purchase of a used Mazda SUV from Russ Darrow Metro Mazda was best car buying experience I have…read moreever had. Tim Scott was an outstanding sales representative. He was super professional, knowledgeable and friendly without being pushy. Tim quickly pulled the vehicles I wanted to compare and test drive. It did not take me long to decide to buy, the SUV looks brand new, is totally loaded and drives like a dream. I got a great deal and was very comfortable with the entire process. I highly recommend working with Tim Scott at Russ Darrow Metro Mazda.