Ralph was easy to work with when buying our new Rav 4. Although when it came to pick, he ran between us and another customer. The things I haven't been impressed with was waiting over 30 minutes to sign the papers and receiving our title in the mail they put and instead of or. Now it's $ to get a corrected title and our time. The windows were rather streaked when we picked up the car. The car needed to go back in on Monday for a few items to be added. They gave me a loaner and told me to make sure it came back with a full tank. My vehicle came back 1/4 tank less, why not put in what you used. Other little issues, but these are the ones that really irked me. read more

I recently brought my 2017 Toyota Corolla to Russ Darrow Toyota on August 4th, 2026, for a diagnostic check. I left Russ Darrow with more questions than confidence. The initial concern regarding my vehicle was loose handling and it felt like it was pulling to the left. I requested a diagnostic of the suspension, alignment, and brakes to be checked. My appointment was at 11:00 AM and I received a call at 1:13 PM that the vehicle had been fixed and was ready for pick up. I was provided with an invoice for the following services: 1. Diagnosis / Inspection Front Brakes 2. Perform Front Brake Service 3. Front Brakes at 7mm / Rear Brakes at 6mm 4. Perform Alignment Check 5. Tru Video Inspection 6. Complete Multi Point Inspection The Service Advisors, Rob and Kimberly, told me the issue was caused by a sticking brake caliper. However, I DID NOT receive a Tru Video inspection of the services performed on the brakes. Then, the team at Russ Darrow provided an alignment report showing differing numbers for "Before" and "After" when they only did a CHECK, not an actual alignment. If a true check was performed, the "Before" and "After" numbers should have been identical. Plus, one of the readings was OUT OF SPEC and the invoice clearly states, "ALL OK WITHIN SPECS" - see attached images. Additionally, I asked for a measurement of the friction pad thickness on my brakes. The technician, Christopher Eckes, reported that there was 7mm on the front and 6mm on the rear. Hard to believe these readings were accurate when the brakes were replaced 3,000 miles ago with an initial 12mm of pad thickness. To top it off, I DID NOT get a Multi-Point Inspection report. Given the lack of a TruVideo inspection, fraudulent alignment report, questionable brake pad measurements, and the absence of a printed multipoint inspection, I left the dealership genuinely concerned about the condition of my brakes. Instead of feeling reassured by the inspection I paid for, I was left wondering whether my brakes were safe or if any work had been done at all! My biggest concern is not the cost--it's the accuracy, transparency, and credibility of the inspection and documentation. When a dealership reports measurements and diagnoses that don't appear to align with the vehicle's recent service history, it undermines customer confidence. I have contacted Toyota corporate and requested that they review the documentation and investigate these discrepancies. I hope Russ Darrow Toyota uses this as an opportunity to improve transparency, improve its inspection process, and restore customer trust. read more

Didn't register my vehicle properly! Was driving around with tags belonging to the original owner. Bank we financed thru couldn't find me attached to any loan in their system bc that was incorrectly submitted as well xD read more

Needed to buy a new car due to a serious accident the week before.Looked online and had it narrowed down to 3 or 4 vehicles. Had looked at one at Zeigler Subaru Kenosha,a nice 2015 Black Toyota Corolla S on my way home from tying up the wrecked vehicle loose ends.It was excellent ,but had more miles then the other ones ,but was the newest in terms of years.All of the other dealers reached out to me,and I must say we're quite persistent (being kind in my description).Russ Darrow did reach out ,but weren't as overbearing. I decided to give them a chance ( had bought a Mini Van from them almost 20 years agoat their Waukesha location) and just headed out.Met up with Ashton to look at their blue 2014 Toyota Corolla S. Ashton was pleasant and didn't try to pressure me,making it easier for me to look objectively. Test drove it,and then asked if I could have my mechanic look at it.Unfortunately my mechanic is in Waukesha, so he asked the Manager if it would be alright, he said no problem. Took it in and my guy said it was really clean and in great shape.Decided to go back and make an offer,told him where I wanted to be,out the door.Their price was reasonable,but I knew where I wanted to be.Ashton was able to get within $300 of where I wanted to be,seeing as I had also seen a list of work done on the car to get it ready for sale,it was all things that can add up,but since they were done alr,it save me a fair amount $1200 that I would otherwise need to do,so I took that into account and decided to pull the trigger.Their finance Manager had the paperwork ready in minutes,as I was paying cash.From the time I said yes,to taking possession,was only like 15 minutes .The only reason I don't give them 5 Stars ,they kept mentioning( jyst a few too mant timez)they were already underwater by $4000,but they did attempt to reach what I wanted to,but I felt satisfied and good about my decision. Realistically I didn't experience what many of the reviews say,all I can say is I would recommend them based on my experience. read more

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On Saturday, I test drove a vehicle at Russ Darrow West Bend Toyota and scheduled a follow-up appointment for Monday at 5:15 p.m. At 11:30 a.m. on Monday, the salesperson texted to say another customer was coming in at 2:00 p.m. to look at the same vehicle and asked if I could arrive before the other customer. I explained that I live over an hour away and could not come sooner, but I offered to purchase the vehicle immediately at full asking price over the phone. He said he would look into it, and after about 30 minutes, he called back. I was told that would not be possible because the other salesperson had a long-standing customer coming in, and management was "old school" and preferred that a payment be completed in person. I told the sales person that only accepting payments in person was unreasonable, the same car was available at other dealerships, I was not in a rush to buy the car so I was not going to drop everything and race to the dealership to pay in person. Later, the sales person texted me and said the other customer was not planning to buy the vehicle and that I should still come to my 5:15 appointment. I did not respond but had already decided I would not buy a car from Russ Darrow. Then about an hour before my appointment, I was informed the vehicle had been sold. I was then offered assistance finding another vehicle but I said no, I did not want to do business with them after what happened. Next, I was offered a discount of $1000 on the vehicle they would find me. I again said no. Later, the general sales manager texted me and said "The choice to not hold the vehicle until you were able to come in tonight was not meant to show preferential treatment to any other customer. If you would've arrived before the vehicle was sold, you would've been given the opportunity to purchase the vehicle also." To be clear, I never asked that the vehicle be held. I offered to purchase it immediately at full price. What is even more frustrating is that their own website, says " Welcome to the future of car buying. You can now buy your dream vehicle 100% online through our Darrow Express program. The entire car buying process can be done from the comfort of your home, without ever having to leave your couch to visit the dealership." You can now buy your vehicle online with Darrow Express! I asked the general sales manager if there was no preferential treatment, then why was that option not extended to me? He has not answered. read more

I set up an appointment to test drive a used car, came in and could not test drive it as car was NOT safety tested, Went to manager and he was VERY snotty, I was paying cash and he wanted to know where I got the money. Was down right mean to neighbor I brought with me. Then wanted to sell me anti theft device for a 11 year old car. This place is shady. After driving 60 miles and them not having car ready, I am disgusted with this place, They are not organized, A flim flam operation. DO NOT DO BUSINESS WITH THEM read more

sold me unlimited care was package and they will not honor it as there car was was removed. Just had my second oil change. Had to return next day as I had a large puddle of oil on the ground in my garage. I live 40 miles from dealer. Loose oil plug. Worst dealer ever. Never buy here again read more

Russ Darrow Toyota is the worst car dealer in the greater Milwaukee area. Do yourself a favor and avoid Russ Darrow at all costs. I was treated like dirt for not falling for their deceptive sales tactics. Full Version: I have purchased a total of 3 vehicles at Russ Darrow Toyota over the last decade. I also would service my vehicles there as well, but I will assure you, this will never happen again after what I experienced. I leased a 2021 Toyota Corolla from Russ Darrow Toyota 3 years ago, and my lease was coming to maturity. I was hoping to purchase my car. Since the state of Wisconsin does not allow Toyota to buyout leases directly to the consumer, I had to work with the dealer to finalize this sale. I called Cole in the finance department and informed him I wanted to see what Russ Darrow Toyota can offer me for financing. At the same time, I was working with my FI to see what they could offer as well. Cole got back to me stating he was able to give me a loan but seemed unwilling to give me the details on the loan. I pressed him harder. After refusing to send me an email with the details, claiming they can't send electronic documents, I got on the phone with him. That's when he finally told me that the interest rate was well above 10%, and he decided to add an additional $5,000 to the principle by adding an extended warranty and gap insurance. At this point, I knew I would not take that loan, and my FI came back with a significantly better loan. The only problem is I needed a document from Cole to finish the loan process. I thanked Cole for the loan and requested that he sends me a copy of the document. Instead of sending me the document, he instead questioned me about the loan. He then questioned me, and I responded by giving him the name of my FI and telling him that the loan has been completed and all I need was the document. This is when he decided to give me a call, and things went from a stressful but civil loan dispute to something far worse. When I received the call, I told him first and foremost that the only thing I want from him is the document. Just send it to me, and we can continue like normal. He refused and then continued to argue with me about this document. Eventually he said, "We will not accept third party financing on this purchase." We argued more about this, and this is when he said, "We have you on a recorded line saying you wanted to finance the vehicle with us." My response was of course "What?" because who says something like that, let alone has something like that to a customer. Not to mention as previously mentioned I was exploring options and would never agree to a loan without details first. This whole back and forth continued until I eventually asked if he is willing to lose a loyal customer for the last decade. Cole said yes to that, which I think is very telling of the culture of Russ Darrow in general. After hearing that, I decided enough was enough, and hung up on him. And to the GM, Danny Shutts, if you truly do care, I recommend retraining Cole in customer service before he drives away more business. And, before you try to deflect this criticism, I was indeed speaking to a Russ Darrow Toyota employee, and there was not miscommunication about whether outside financing was accepted. Cole was attempting to either get me to accept the predatory loan or attempting me to turn in my car. Essentially, he was trying to do everything possible to prevent me from buying the car. And if all phone calls are truly recorded, you may want to review my conversation with him for "training purposes." After these disgusting tactics, I decided to look at other places and saw positive things about Andrew Toyota. I decided to give them a call and Tammy in financing was not just willing to help me but treated me with kindness. If you are looking for post-lease options, don't even bother with Russ Darrow Toyota. Instead call Andrew Toyota and ask for Tammy. The amount of stress you will experience will be next to zero, and you will not have a single sleepless night. read more

This dealership refused to sell me a car unless I agreed to finance through them. Their floor manager came over and flat out told me they can't allow a vehicle like this (Chrysler 300) to walk with outside financing and he would need special approval from their general manager to even try, because I came in with outside financing already secured. They even told me they couldn't match my approved interest rate but that it's only an extra $5-10 a month so shouldn't be a problem for me. If you've got your financing in place, or flat out don't want to be taken advantage of, don't look here. They just want to have you go through them so they can tack on whatever extra interest rate they feel like on top of what you're actually approved for. They even showed me my lowest of my 3 scores as if that was a bad reflection on my credit even though I'm in the top 10% for my age bracket. Seriously, there's a reason Russ Darrow has a bad reputation, ask any lender or previous customer of theirs, and after I bought a previous car through them I should've steered clear but sometimes you just need a reminder. Luckily I found the same car at a dealership that isn't afraid to accept my money. If you do go through them, refinance immediately with a credit union for a better interest rate. read more

Customer services was horrible. They hang up on me while i was trying to talk and make appointments for my car.

Please DO NOT DO BUSINESS WITH THIS DEALER, ESPECIALL THE SERVICE DEPARTMENT. I took my Toyota TRD pro in for a simple oil and tire rotation. They cross threaded bolt and broke it on my skid plate and then tried to put blame on other dealer who did an oil 6 months prior. Never said there was an issue from the start or came to me saying they would not do it. It was not until I noticed them banging on the skid plate that the issue came to light. The young tech I presume broke bolt and damaged my cross member nut and now it would take thousands to fix. They sent me on my way saying it was not their problem or concern. I have reached out to the BBB, Consumer Protection agency, contact six and Toyota themselves. I will seek legal consultation if needed. Please do not do business with this dealer. read more

Drove several miles to see a SUV that was in the shop for a repair. Liked the truck and was told it would be a number of days until parts came in. Told the sales person that I was already approved through my bank and he said that they prefer we finance though their lenders first and then refinance back to your bank a month later. I said that sounds painful and why would I want my credit ran a total of 3 times in one month on the same truck? We left it at when it's fixed "I will let you know" and we shook hands and again I said I'll take it and will have certified funds ready. I emailed him for an update days later and was told that the truck is fixed however his manager allowed another person first offer since "they" agreed to finance thought their lenders. I emailed back with no reply and the truck was still listed online at Russ Darrow Toyota. My wife called a week later (since she liked it as well) and quickly was told that it was sold by the same sales rep. This last attempt was 1 week ago and as of today the car is still for sale online. One of many Russ Darrow's Core Values: "Our number one goal is to provide an uncompromised customer experience. We do that by developing relationships of trust and delivering results. Our customers are the lifeblood of our business and we always strive to deliver respect, courteousness, fairness, honesty and transparency to them." read more

I went to Russ Darrow Toyota of West Bend today looking to buy a new car. I had my financing already set up thru my great credit union, ( tyvm ECU } $15,000.00 loan, 1.95 APR for 5 years. Informed Russ Darrow that I already had everything all set and was very happy with the terms that my credit union offered me. all good so far, test drove a 2020 Mitsubishi Mirage, $14,459.00, very nice car, really enjoyed it. I decided to purchase it, told sales person Erik that I was wanting to purchase. got back to the dealer, they looked over my existing car and offered me $3400.00 trade in and with the down payment I was going to put on the car, it brought the final price down to $11,500.00 ISH, still all good so far. Erik crunches some numbers and comes back with paperwork that reflects the final amount and asks me if I am willing to take their financing instead of my credit union, I again explained that I was very happy with the terms that had already been offered and I was already approved for. he apparently didn't believe that my credit union offered me 1.95%, so I got ECU on the phone and verified it for him, he came back yet again and said they would try to match my APR but couldn't guarantee the same, also told me that unless I used their financing, then my trade in value would not be so high. I wanted to make sure I heard him right, So I asked him, "Arfe you telling me that if I don't use your financing, you are not gonna give me the $3400.00 trade in? His reply was YES. I got up and walked out. 1. you knew I had financing when i set up the appointment. 2. I told you I was very happy with the terms and conditions that I had already been approved for. 3. I didn't want another hard inquiry on my credit report. 4. you offered me the $3400.00 regardless of the fact that I had mentioned numerous times that I had financing. 5. Russ Darrow greed became quite apparent over a couple hundred dollars interest fee. 6. you took what had started out as a pleasant experience and made it very unpleasant. Thank you for nothing Russ Darrow Toyota of West Bend Jeff Sessions read more

Just rating based on my experience that only made it as far as the sales marketing department. I just want to say that I was very offput and unimpressed by the representative's attempt to pressure me into financing through their lenders. Sara, would recommend not trying to persuade your potential customers by misleading them into thinking they are unable to pay for a vehicle without giving their business to your partnering lenders. I literally have enough money in my savings account to pay for the vehicle I inquired about with cash, but because I planned to finance a portion of it through my own credit union, she refused to work with me. This is extremely poor business practice. Also, waited until she realized I was firm on my decision on this before letting me know the vehicle is already pending purchase by another buyer in the first place. Some customer know exactly what they are looking for, and they know exactly how they are going to pay for it. You would think this would be an ideal situation, but apparently not for a car salesman at Russ Darrow Toyota. Won't ever be working with them and will not recommend. Thank you for wasting my time for ten minutes though :) read more

My son and I bought his first vehicle at Russ Darrow Toyota. He was so excited and overall it was a good buying experience. Cole was great and we even had Patrick the sales manager help us. Over the coming months we became unsatisfied with our purchase. We communicated with Patrick about the issues we were having and he and Cole worked personally to make the situation right. Used cars are exactly that...used. So buying a used car can be challenging and unpredictable. I can tell you that Patrick at Russ Darrow Toyota is an honest guy and will do his best to ensure you are happy. Next time I buy I used car, Patrick will be the first person I call. Not because his cars are perfect but because I trust him. read more

I have to say the guys over at Russ Darrow Toyota really care about their customers! I brought my husbands car in to be detailed for his birthday and although we had a bit of a hiccup at first Christopher Jones made an amazing effort to make it great. Not only did he personally made sure we were happy with the results but showed kindness, understanding and great communication which was appreciated! Jeremy Johnson did a beautiful job on the car! Absolutely loved his work. We could tell right away he put great care into the car and had it looking almost brand new. I highly recommend them both to anyone looking to get their car detailed! By the end of the experience my husband and I drove out of there very happy and will definitely be back. read more

This is a dealership where you can expect an offer to be made, then when accepted days later rescinded. TLDR: Wife and I tried purchasing a vehicle from here. After in person back and forth I did not agree to a price on black Friday. I was contacted on 12/5 by salesman and given an offer. On 12/6 they gave a new offer. On 12/11 I asked if the vehicle was still available, it was, and accepted their offer. However, they no longer honored the offer after I accepted it. Now, 5 days later, the offer is still not honored and car is still available? Salesman: James/Jim, Manager: Pat/Patrick. Now the Write Up: On 11/25/19 my wife and I test drove a few vehicles from Russ Darrow Toyota West Bend. We were assisted by salesman James/Jim and Manager Patrick/Pat. We did not see any vehicles that fit our needs. On 11/26 we saw vehicle online we liked and asked if it could be brought to West Bend. It was on 11/27. I test drove it then. We did not agree on a price, both for the vehicle and trade in. This is a car dealership, I expect this. I left on good terms. I was contacted days later, 11/29, by Jim asking if he could do anything. On 12/5 he asked again if there's anything he could do. I asked if the vehicle was still available and it was. After back and forth on 12/5 I was given an offer of $22k. I made another offer, on 12/6 they stood by their offer on 12/5. On 12/11 I called Jim and was told the vehicle was not available. I observed the vehicle was still available online. I contacted Russ Darrow Direct and found out it was still for sale. I recontacted Jim and after a lot of back and forth was told the "opportunity was no longer available." I Asked to speak to the GM, but never received a call. On 12/16 I called Patrick to ask about the vehicle. He spoke and demanded I "not interrupt." I listened, and asked only one question; "Did Jim offer me a deal of $22k and my trade for the vehicle and is it still available?" To which he said "Mr. H, we are done speaking." And then hung up. This is the service you can expect from Russ Darrow Toyota West Bend. Text messages are available for GM's should they like to see how their people operate. read more

Sales person was incredibly rude over the phone. He said there was no negotiating on a used car with 90k miles and wouldn't give me any details. Ok. Bye. read more

Updated to my original review. The beginning experiences with this dealer were a little shaky. Basically I was under the impression my son was going to be given a verbally agreed upon deal. I personally spoke to the sales person before he gave a deposit for a vehicle he wanted to order. I was shocked by the deal while we were in the finance office and put back a little bit by what my son thought was the deal vs what it actually was. We ended up taking the car because we felt our hands were tied in todays market but was not happy and expressed it via reviews and emails. The right person reached out and we had a very nice discussion. This person took the time out of his day to talk to my son and I about the situation. Knowing the truth is in the middle but also understanding perception from the customers point of view needs to be addressed. He listed to our story and offered us our original requested starting point as we felt it was requested (Which was basically MSRP for a built on the website order and the maintenance package.) This completely tuned the situation around and do feel like they handled it in a way I was not expecting. Thank you so much for listening and working with us to earn my respect. Rob Arneson read more

I have to say that my recent experience with your Used Car Sales Manager, and the sales people under him, was horrible. When the manager of your department tells the customer, "I don't understand why you think this is my problem," there's an even bigger problem than the fact that I drove two hours to buy a vehicle, and when I arrived, the sales person was selling it to someone else. This may seem confusing, but I assure you, it's all very clear. I had been searching for the perfect used Toyota 4 Runner, and on a Wednesday, I thought I had found it. I contacted your sales team and inquired about this specific vehicle to find out that it had not yet passed inspection. Had it, I would have driven there and purchased it on the spot. The person I had spoken to said that they would contact me once it had passed inspection and they assumed this would be Saturday. I had been following up, and on Saturday, I received a call saying it was ready. I had a "VIP Appointment" set for 1 PM. I was out of town and needed to drive two hours to arrive. The salesperson knew that I was driving there, they even sent me text messages of the vehicle as it was coming out of the car wash. I was elated. When I arrived at Noon, as a reminder my VIP appointment was at 1, the salesperson I had been speaking with walked outside to meet me. He clearly didn't want me to come inside. It was 92 degrees that day, so that was extremely unappreciated. He came outside to let me know that another 'deal was in the works.' This deal, was a walk in. I drove two hours to be there, you knew I was coming, my name was on the VIP appointment board in the front of the dealership with the exact vehicle I was going to buy, and you let a walk-in take the truck for a test and deal?! What is wrong with you? That is the worst customer service I've ever encountered. When I asked to speak with the Used Car Sales Manager, he said, "you know what? Why don't you go grab something to eat? I don't think this deal will go through, he's having trouble with the financing." I left, did as he said, got lunch, and came back. The deal was still in the works and after it went through, the manager couldn't even contemplate why I was so upset. I drove two hours to be here, had a VIP appointment (which he assured me means nothing, so FYI - don't bother wasting your time with this), waited around in the sweltering heat, wasted more time getting lunch and he responds with "I don't understand why you think this is my problem." At least say that you screwed up and offer to buy the customer lunch for waiting around! Do yourself a favor and don't waste time with this horrible experience, greasy salesmen and ridiculous idea of a customer service model. It's a joke and you will not be happy with the end result. read more

Service was excellent. Wish they had done a better job with social distancing and masks. Many employees with no masks and some the masks on their mouths. read more

I bought a Lexus GX 460 on 7/15/2021. After two weeks I found out the front right side bumper was damage and they glued(Can be seen in gray) it to the body for temporary fix. I texted them with the detail message along with the picture, no reply. I emailed them using their website and no respond. Today is 9/2/2021 still no one contacted me. Highly disappointed! read more

Servace department worst I ever worked with. My next car will not be bought from them. Have purchased 4cars and all had to be serviced there . Free car wash is a joke. Most of the time it is broken or it is too cold. (Cold days I take it to different car wash) read more

Consistent lack of attention to detail in sales and service - make your own judgement Disappointing experience when my wife went to look at a used van. The vehicle hadn't been cleaned before showing it to us. The dealership did pick my wife up to come and look at the van - plus. However, showing a van that hadn't been cleaned is a huge negative. The service department is also spotty. Make sure everything is correct before leaving. 75% of the time I have to point out something that's not done. Final example- communicated the cleaning issue to Becca. 4 days later I received another email asking how my experience was even though I had replied earlier. read more

I wasn't planning on buying a car for several months but was put in a situation where I had to. I spent time at the dealership across the street and was promised a callback but never received one. My dad recommended I go to this one and even though the process in general is very time consuming, Cole and Justin were very great to work with. Excellent wealth of knowledge and experience is what builds trust for large financial commitments like purchasing a car. Customer service from these two specifically exceeded expectations. I even came back to submit some items, both had stepped out but Cole came back and ran out to check on me as I was leaving to make sure I was happy with everything. Highly recommend this dealership, especially Cole and Justin. Thank you for turning an inconvenient day into something much more bearable. read more

Scheduled an oil change and tire rotation for 12 and am still sitting here at 1:30.. They put two walk in oil changes before me even despite having gotten here first. I guess by making an appointment I volunteered to be their last priority? Who knows how much longer this will take.. 45 minutes me ass read more

I watched your salesman play football in your showroom for 45 minutes. During that time the football hit your showroom cars 5 different times. Super unprofessional. Oh, and while I was watching these idiots play hot potato...it took your service department 45 minutes to change a headlight. NOPE! read more

Went in for an oil change. Service gal was nice or so i thought. Dealership said i needed front brakes & rotors & that my brakes were dangerous to even drive... Drove home to Milwaukee slightly scared. After i spoke & took my car to someone else, turns out my front & rear pads were in need of replacement, they failed to mention the back brakes, not so bad that they were dangerous at all-my rotors are just fine! Bad bad bad will never go back! read more

Had a horrible experience with a lease turn-in at this dealership. This is my third vehicle from this place, and most likely my lat. Salesperson(Ralph) repeatedly told me I should have no concerns about excess wear and tear on the 2014 RAV4 I was turning in, and the was no need for an inspection. I foolishly believed him and now now have a bill for over $400.00 for a hubcap! They were so eager to get my repeat business, and so accommodating prior to the sale, but since, not at all. I have made 3 phone calls, and was told that someone from their fantastic customer care department would get back to me about my concerns ...nothing. I DO NOT recommend leasing a vehicle from Russ Darrow...poor. read more

I came in to check out a car and worked with Ralph. I was interested in the car, however; he was rude to both me and my mother. He was unwilling to Negotiate price and probably assumed because i was a young woman he could take advantage of me. I do not stand for that treatment. Ralph has lost Russ Darrow my business and any of my friend's, family's, and coworker's business. read more

horrible dealership. They treat customers like crap even if you have been going there for years. They don't back up the cars they sell and if you buy a used one with problems they don't admit when they missed something when you brought it in the next day you bought it. All of their reviews are lies. They threaten anyone that leaves a bad review that they'll sue and makes fake accounts to leave good ones or has family/friends/workers leave reviews to bump their ratings. read more

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I trust this dealer with all my Toyotas! Dale Janus and his service team take care of all my requests in a quick, friendly manner. They only recommend what is needed for my vehicles. A+ dealer! read more

STOP......Do not purchase a car from this dealership. Read this before you consider buying a car from these liars. I purchased a car from this dealership and in the process of signing the doc's they mentioned that an extended warranty and GAP protection were required from the leader. This cost and additional $2,000 to the total price. 3 days later I called the lender and they DID NOT require those add on's. read more

Not so cool hearing the "General Manager" talking about getting drunk, "Boy Talk" clearly on the floor (as well as telling my salesperson "Don't waste your time") . I reported he and the dealership to Toyota, it was THAT BAD!! I bought my current car from another dealership, for almost twice the price of the car I looked at and drove at Russ Darrow, THANK GOD!! Kinda sucks how the west side of West Bend is trying to become another "metro car" place, and yet, the dealerships that are there AREN'T anything you want to deal with, ever!! (that goes for Boucher and Heiser as well as Russ Darrow). read more

Had the pleasure of working with Ken and it was awesome. I was in and out of there with a new car in less than 2 hours including working with the finance guy. Ken made everything easy, not to mention he was honest and genuine. Buying cars is one of my least favorite things to do. I'd rather have dental work done or be seated next to a crying baby on a transatlantic flight, but this experience was excellent. I can't recommend them highly enough! read more

Save your time and energy and go to Heiser Toyota. With that said, Russ Darrow Toyota dealership employees will play the ol' bait and switch. Called in advance to see a truck that I was told would be ready for me to look at. Low and behold when I got there, "that truck was sold and delivered last night". Huh, imagine that. They will lie to you and won't follow through with doing what they say they will. They will attempt to intimidate you and are the most unprofessional group of people I have ever had the displeasure of dealing with. I ended buying my new truck later that day at Heiser. Great people to deal with and got a good deal. See Alex at Heiser, he'll treat you right. read more

Bought a truck from Russ Darrow right before New Year's Eve. Promise 8250 in rebate but never gave them to me. Had to go through several levels of management to get them. Really? Communication with management was poor. Screwed me out of the interest payment too. Don't buy a vehicle from these people. THEY LIE!!!! read more

Initially I was super irritated. We had purchased a used SUV that was in really nice condition except for a small rock chip on the side that was beginning to bubbly around the paint (rust). Since they wouldn't come down on their price because of their "no haggle" policy, they said they can sand that super small chip and paint it. We had the run around the first month from the sales guy. I then called a few months later (when I finally had time to leave work early on a Friday) and talked to a man named Rob in the service department. He understood my concern with the bubbling, rusting spot and got me in same day! Rob saved this review from being a 1 and would have otherwise been a 5 if I would have dealt with him from the beginning. read more

Courteous service and complete explanation of the process to secure a lease, as well as whether the choice of a lease was the right option for me. All questions answered. read more

Not happy with the whole process. Bought a 2016 highlander which needs to be brought from another state. I also ordered other floor mats accessories along with it, I was also interested in 3m paint protector. Picked up the car and was told the accessories will be in - in few days and would call me, also would let me know the cost for the 3m. Over a week has passed and no calls. I called the dealer and was told the items came in few days ago (this is during winter). Spring came and I did my first interior cleaning on my car. I noticed there's ripped leather material inside under the door handle. Didn't know it was there since I've never use the back seat to open and closed the doors. Took it to car dealer when I had my oil change and told them about it. The guy took a picture and said he will forward it to his manager. Again, no calls. It's like, they just want to sell you car and forget about you. This is my 4th Toyota I've own. So far, I've been really disappointed. read more