Russ Darrow Group advertises: Experience the Difference...Better Service Better Selection Better Pricing.I did not experience any of those advertised traits, quite the opposite. While waiting for my first oil change service at Darrow last summer, I was looking seriously at buying a replacement car, a Honda. On my 2nd visit I was treated poorly; Darrow personnel wererude, offensive and indifferent. I am no longer considering Darrow-Honda for a new car of any brand they sell because of failures.Russ Darrow failed and fails:Failed to honor its own issued oil change coupon, dishonoring an appointment forserviceFails to engage the customer with respectFailed or is incapable of writing a standard business letterFails to respond or reply to written complaintsFailed to follow through as promised with customer serviceRuss Darrow
has institutional indifference. Simply said, they just don't care about
basic courtesy, respect and service. The customer is second class or
disposable when[the customer] refuses to take poor treatment as the usual and customary norm [for Russ Darrow]. I rate Darrow service department as "F" ; management sales and customer service"F". I now am someone else's customer and happily driving a Mazda 3' but will buy a Honda from someplace else.Other dealers are happy to have a new customer. Darrow management, customer service and sales did its best to be dismissive and indifferent. If
I accept poor customer service without objection, I deserve it. I'm not
asking for ring-kissing deference, just courtesy and respect. I don't
have to accept being treated rudely or ignored by Darrow, let alone pay for it, by being a returning customer.
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