Russ Darrow Toyota

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Tommy Lor
3 days ago
There was a vehicle that I wanted to purchase but the sales department told me that it was still in safety inspection and is not ready to purchase yet. I told them to give me a call whenever it's ready because I will buy the vehicle that same day. Called them today to see whats the update, only to find out that it's already pending from another buyer... I understand that it's first come first serve but don't leave your customers hanging like that and please keep them up to date! I'll spend my hard earned money else where!

  Jeremy Giese
4 days ago
Tried to buy a car from Russ Darrow. Told them everything we wanted on the car. They had nothing there. Which is understandable. We were completely OK with that. They said they would look around to see if they could find something. They found one in Minnesota, and they contacted the dealer there and said the dealer in Minnesota is being very difficult with them (Russ Darrow). This went on for almost 3 weeks. Meanwhile, my wife doesn t have a car. She told Russ Darrow we had cash in hand and we are ready to move as quickly as possible. Salesman at Rust Darrow, which shall be left un named, was handing us a bunch of lies and saying the Minnesota dealership was being difficult and weren t willing to deal. Contacted a friend from another dealership that works in service asked his opinion and how long is it take to make a trade for a car from another dealership. He said usually within 15 minutes to an hour the deal is done and it s already been figured out logistically how to get the car to the other dealership. Meanwhile this was going on for three weeks. Rust Darrow Screwed up and gave us the other dealers name so we contacted them directly and spoke to the general manager at the store where the trade was coming from. The general manager there said he s never seen a deal ever take this long in all his years of working as a sales person to the sales manager. We ended up buying the car from the dealer in Minnesota made a nice road trip out of it and picked it up.I would never buy a car from Russ Darrow. What they wanted to do in the end being their last ditch effort was to sell us a bare basic model even though after we told him exactly what we wanted with all the bells and whistles. They told my wife this lower model better suits you. Even though they never met us, but we re being very judgmental because it was my wife doing the deal and not a man. That s bananas!!!!

  kyle kozak
3 months ago
Ralph on the sales floor and Cole in financing made this one of our greatest vehicle purchases ever!We messaged the dealership about a 2024 vehicle listed in stock on the website. They confirmed its availability and set up an appointment for us that evening. We met with Ralph who was experienced enough with the specific vehicle to explain the myriad of features the car offered, and helped us set up all the conveniences before we left. He was an extremely skilled salesman and helped us within our [and their] budget. He was a great pleasure to speak with while we waited for an available financing manager.Once we were able to speak with Cole in financing, he made the process easier than I've ever experienced before! He explained every financing option in great detail and also helped us get the greatest coverage possible on the vehicle while remaining within our budget.Despite the fact that we didn't finish until an hour after the dealership closed, both employees were very pleasant and apologetic to us for the late hour. Ralph even called us after we left the dealership because we forgot something small in our trade-in vehicle.I would HIGHLY recommend Russ Darrow Toyota in West Bend! We can now say that we've had a truly enjoyable experience buying a vehicle!!Thank you to Ralph and Cole, and the rest of the Russ Darrow Toyota team!

  Steven Fleming
2 weeks ago
We had a great car purchase experience today. Ralph and Cole were a pleasure to work with. If anyone is looking to purchase a vehicle I would recommend this dealership.They are great to work with.

  Jim James
2 days ago
Not happy with this dealershipPaid to have tires rotated.But they did not do the work.How do I know this slow leak in one tire.Well after paid for this serviceSame tire leaking in same tire location.Had cabin air filter replaced.Poorly installed have photos to show it.Dent in car after in shop.Really wondering how they did poor work on oilChange.Will mark tires next time and just waiting for them to fail this time

  Sally Hader
4 weeks ago
Just purchased a new vehicle from Russ Darrow Toyota, Abdel was my sales associate, he was courteous, thorough and very informative on the features of my new vehicle. There was low to no pressure which made the transaction very comfortable. We are happy Toyota owners!

  S M
a month ago
I had an extremely distressing experience at Russ Darrow Toyota in West Bend. I still feel the anxiety and distress that this caused me. Despite remaining extremely calm throughout the entire process from walking in there doors to leaving them, I was subjected to racial profiling and labeled a Muslim Terrorist, for literally doing absolutely nothing. The manager's aggressive behavior towards me was completely unwarranted, and it was also VERY disheartening to see his own manager support this discriminatory conduct, as they were both in my face trying to fight me. I kept my composure the entire time. Is this dealership's treatment of customers representative of their values? I strongly advise against supporting this establishment. There are plenty friendly and professional dealerships across street. It is unfair to me that I received such a treatment, and I can simply never forget this specific interaction as it will stick with me for the rest of my life. This Review will be cross posted on multiple platforms. I will actively be letting everyone in Wisconsin know I was racially profiled at this dealership.

  Cam
2 months ago
Dealership will try its hardest to withhold money due for refunds of any sort. Taillight went out a vehicle within a week of purchasing it. The sales rep said it was no problem to refund me the cost of ordering a new tail light and a check was in the mail. After over a week corporate lost the check. On the second attempt the mail service was responsible for losing the check. After weeks of calling, the sales rep eventually just venmoed the money directly to me. Funny that neither of the checks ever arrived in the mail.I also purchased the gap coverage through Safegaurd products. In the contract it is to be returned in full if refinanced within 60 days. I refinanced my vehicle 28 days after the initial purchase and all parties involved with the sale and gap coverage (with the exception of Russ Darrow) have said I need to contact the dealer regarding the refund of the gap coverage. It s been 3.5 weeks since the gap coverage company notified Russ Darrow to refund the purchase and they ve not responded to emails and when I manage to get someone on the phone I am told it is with corporate . At this point I m paying interest on a product that should have been refunded already.

  Heather Van Beek
a month ago
I always feel confident buying from Russ Darrow Toyota of West Bend. Especially because Eric Enders goes the extra mile for me and finds what I m looking for and makes my car buying experience a breeze! This most recent purchase was for my daughter s first car, she just got her license so I reached out to Eric asking to help us find something quick and affordable and within a week Eric came through.I have purchased 3 vehicles from here and plan to keep returning for the people here are friendly, positive, and supportive in every manner. Thank you again Eric Enders and the crew at Russ Darrow Toyota of West Bend.

  Paul Gullickson
a month ago
A slight misunderstanding, but in the end all was good. I would highly recommend Russ Darrow Toyota in West Bend and the Grand Highlander. Ralph was our sales consultant and was very pleased with him from start to finish. We will be back.

  Josh Sorenson
4 months ago
Really impressed with the team here especially Bob. My friend and I drove in from Madison yesterday to look at a car they had. They took great care of us and even pulled the car into the service bay to let us see it in the light. The whole process was transparent and low pressure. I would not hesitate to recommend Bob at Russ Darrow to anyone if they are looking for a car.

  Tyler Prusky
5 months ago
After a lot of thought, I decided to buy my 23 Tacoma from Russ Darrow. And I absolutely love the decision. Travis helped me from the jump in late May, taking all the requests I wanted for my truck, helped find one being assembled, and kept me informed all the way through picking it up on the 18th of July. Since then, they have been super helpful with service reminders, updates, and even a neat video after I had my 5k mile service done. My goal is for this to be a forever truck, but if I have to get another vehicle, I'm coming back here.And the truck rides like a dream. Packed with features I didn't know I needed, like heated seats and (something it took me 3 weeks into the cold weather to find) heated mirrors.

  Gracie Ward
2 months ago
From the second me and my dad pulled in Klinton was ready to help me find a car and I didn t come in giving him much to work with but he found a way to have me walking out with a car that s still making me smile ear to ear and it s running just fantastic. All the way around great service team, great quality vehicles and good prices too! Thank you guys for everything today!!

  John Coomes
2 weeks ago
Handsdown, the very best car purchase experience in my 62 year old life! After hassling with 3 or 4 shady dealerships in the Chicago area, I was blessed to have stumbled across Russ Darrow Toyota. I located the car online and spoke to Morgan who was professional, quick and kept her promise of calling back. Next I was in touch with Bob Burger in sales who was also efficient, clear and very professional in the way he handled each question about spec and price; no games, no nonsense; it felt too good to be true. I was so pleased with the initial experience I took an Uber for 2 hours in the snow on a Friday night to get to the Russ Darrow and close on the car. The experience got better as I went with the car polished, pristine and waiting for me when I arrived in the showroom. Bob, Morgan and the team there took care of all the details and even told me that I was $100 over on my cash deposit and gave me back the $100 bill! Bob took time to program my phone, set the Toyota app and explain all of the features in detail. Drove back to Chicago with a stack full of valuable benefits for shops in the area and 3 addtional free oil changes in addition to the Toyota 2 year service deal. I am checking out the new Prius for 2025 and will drive back up to West Bend, Wisconsin in a heartbeat for my next purchase and tell my family and friends to consider that as well. Car buying made painless. Thank you team at Russ Darrow Toyota!

  Eric V
4 months ago
Find a different dealership.I called to confirm a used car that I was interested in was still available. The woman on the phone put me on hold to check with the manager to be sure. She came back and said yes it was available and i scheduled to come in 2 hours later for a test drive. I drove over an hour to this dealership.When I arrived the sales person couldn't find the car. He had another sales person drive him around until they found it. He told me that his manager had sold it the week before but didn't put it in the computer. He apologized and proceeded to try to sell me a new car in the show room, which wasn't even the same model I was interested. He didn't offer to take any money off or anything, just how about this one?I wish this sort of thing was an isolated incident but a similar thing happened to me at another dealership. How can these places continue to treat customers this poorly?Please don't do business with Russ Darrow.

  Laura Viney
a month ago
I would never visit this dealership again. We went to look at a Silverado and since we were driving close to 2 hours one way, we made sure to confirm that it had no rust before we headed to the dealership. When we arrive, it had rust, and their response was "it's a 10 year old truck, of course it'll have some rust". THEN we went to look at a Durango about 6 months later, not realizing it was the same dealership. It was a wreck. Reeked of cigarettes, and the body seams were filled in with what looked like caulk. The bumper was cracked. It was NOT even close to being lot ready. A total of 4 hours wasted with this dealership.

  Geri Davis
2 months ago
Going to buy a car is usually like going to the dentist in my opinion, however Dan Domask, hands down today made the process unbelievably painless. Thanks again my new friend, driving off your lot today was a stressless time, first time ever in years of purchases. I sincerely already love my new RAV4. G.D.

  Jo Luehring
3 months ago
Tried to sell me a certified pre-owned vehicle with tires that were starting to dry rot. The car had been sitting a lot. Everything else looked really good on it. I asked for new tires before buying the car, and they said it was already $800 below MSRP. I called and spoke to a manager who told me that it passed all the inspections. I asked if dry rotted tires would pass an inspection. He said he didn't know. Transferred me to service. The service tech said he looked at them and they are not dry rotted. I asked what would make a tire fail the inspection and he said they would have to be really bad. He said he wouldn't get new tires on it if he bought it. I had an independent mechanic look at it and show me signs of the dry rot. Clearly I trust what this independent person (who didn't even charge me to look at it) tells me over someone trying to sell me a car. I had a bad experience with a different Russ Darrow so didn't want to go back to them, but I figured I'd give another location a try. Never again.

  Kay Schmit
2 weeks ago
We worked with Bob B and he was a great salesman! He kept us informed through the whole process and was good at explaining the details of our new car

  Emily Z
4 months ago
Keith from service was very helpful and patient with me on the phone. He even took some time to take a look at my car himself even though i could tell it was busy. Great experience!

  Lisa Schaefgen
6 months ago
I had a horrible experience! It seemed like they didn't want to help me. I informed them ahead of time that I had financing from my bank and they said perfect. So I scheduled an appointment. Then when I got there everything went downhill. They didn't have what I wanted which fine asked if they had anything else they could show me they said no. Then at the end tell me they don't take outside financing which is a lie. We'll it's their loss! I bought a car from Honda across the street and Toyota missed out on my money. I guess my money wasn't good enough for them! Thank you Honda!

  Catelynn Olen
5 months ago
Always having problems here. Came in yesterday because they are the ones who messed up my oil change appointment and the lady was rude and just had a fake smile towards me. She told me you have to come back next week to your appointment while there was no cars getting worked on and I arrived 15 mines early to the so called appointment. Never offered help or anything to help me out but took my keys moved my car and told me to basically leave and I was like are you kidding me? Terrible service and always had a horrible experience here its literally never ending!!!! I can't stand it anymore and also scammed me for my car while I knoe they do there research on them. I told them I don't want a car that was in an accident well here to find out it definitely was!!! Thats a whole another story! I had to go to different dealer ship to help me my out! My sales man never called me back been waiting since April! Because I said I don't want this car anymore and you lied to me! There's only been one guy who has been extremely nice!

  Stephen Czuczor
5 months ago
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.

  Darrian Perry
8 months ago
I recently had the pleasure of visiting Russ Darrow West Bend Toyota, and I must say, the experience was nothing short of exceptional! From the moment I walked into the dealership, I was greeted warmly by Matt B, Sales Consultant. He displayed remarkable customer service skills that made the entire process smooth.Matt's knowledge and expertise were evident from the start. He took the time to understand my preferences and needs, guiding me through the available options without any pressure. His friendly demeanor and genuine interest in helping me make the entire experience feel personalized.Matt's manager, Patrick efficiently handled the paperwork and logistics, making the entire process a breeze. The best part was how quickly they got me in and out of the dealership without compromising on quality service. I highly recommend both Matt and Patrick to anyone considering a visit to Russ Darrow West Bend Toyota. Their dedication to outstanding customer service and their friendly personalities make them an excellent team.Thank you, Matt and Patrick, for your hard work and dedication. You are indeed great assets to the Russ Darrow team, and I will surely be returning for any future automotive needs. Keep up the fantastic work!

  Michael Daly
3 months ago
Took a $1000 deposit on a vehicle, forced me to sign build orders with things I did not want - Xzilon protective coating for $3500. They assured me I could reject this service at the time of sale, that it wasn't a big deal. Told them repeatedly I didn't want it. They would not move the sale forward without signatures on orders including Xzilon.Months later the vehicle was available but they wouldn't sell it to me because I refused to pay the $3500 for the scam coating, despite me saying the ENTIRE TIME I was not going to pay for it. Cole even said they would not do the coating but charge me the same price, therefore proving the coating is a joke that doesn't do anything.The world is full of idiots playing these games so they can get away with it. They also made a huge deal out of my outside financing and refused to turn over anything my bank needed to complete the sale (Cole has a history of doing this, just look through some reviews - suggest CCAPing him before you buy a car). Sorry guys we have plenty of income and 800 FICOs, we are not doing a TFS loan at 9.5%, go pound sand. Bad experience from the start, do not buy a car from these scumbags.As of 12/29/23 they haven't returned a $1000 deposit placed in early October for a vehicle they had no intention of selling to me.

  john Doumanis
6 months ago
Sad to be disappointed. Went into the dealership a couple weeks ago and bought a used car with two electric start keys. The experience was great, the dealership was clean, salesman was cordial, and everyone there seemed knowledgeable. Took the car home that day. The next day I go out to open the car up and what do you know, my set of keys wont work. No big deal, mistakes happen. Check the battery to make sure it s nothing I can fix, and have my girlfriend reach out to the dealership. Our salesman says we can come in whenever and get the key situation figured out. Great! We show up on Saturday and are told our salesman isn t in, and they can t do anything about it. Slightly annoyed with how off putting they are, but the car is a Nissan so I ask if the Nissan Russ Darrow dealership next door could help us. They tell me to go over and ask. Drive over and a guy looks at the vehicle for an hour before realizing the key isn t even compatible with the vehicle. Asks us to come back on Monday before 5:30 so he can fix it personally. So Monday comes around and as we re driving out their (from Milwaukee) they tell us; first that the appointment is at 4:30, and secondly that the point of contact is no longer with them. So now we have to go back on our weekend AGAIN. I m a reasonable person, but details matter. If you want to buy a car come here. If you want to buy a car with good follow up go somewhere else.Edit: Hey Danny, thanks for the response! People do get let go, but the problem is when the company fails to cover their work. I would highly recommend to management to make sure their sectors of responsibility are covered, even when unforeseeable circumstances arise. I didn t want to call him out by name, but since you mentioned Hadrian not being made aware I ve gone ahead and submitted a picture of the email for your records. You might want to follow up with him too.

  Benjamin Moses
6 months ago
Visited this dealership today, had a very odd experience. My wife & I were looking at new 4Runner. I had a check in hand from our credit union (Navy Federal) and we were ready to purchase. The advertised price of the vehicle was solid in my opinion, but I thought I would try and offer less and see what happened (I would have paid the advertised price). The salesperson presented my offer to management, walked backed over to us and said they weren't interested in doing business with me. Basically, I was asked to leave. Never had such a weird (and unprofessional) purchase experience in my life.Danny, thanks for the reply. I was just seeing if your dealership would match the price of another local dealership. Perfectly fine that you wouldn't. Like I said, I was willing to pay the advertised price. Your salesperson presented my offer to your management, walked back over to us and said were not accepting your offer, told me to have a nice day, and walked away. How about "we don't accept your offer, but we'll do the advertised price" Was it because I was using my credit union for the financing? We ended up purchasing a 4Runner from another local dealership. And while they didn't get my financing, I purchased pre-paid maintenance. So they made some $ on the back-end. It was a pretty seamless experience. Take Care, Ben Moses

  Danny Walters
5 months ago
Stay away from this place. They use the shadiest sales tactics in order to get themselves more money and screw over customers.And to Mr. Schitts, most of those positive reviews are obviously fake. Your damage control is awful.

  Jennifer Oseth
a week ago
Great prices and not pushy. Thanks for the help. You gave me more then I asked for on my trade.

  Jeffrey Phelps
5 months ago
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. Danny the General manager was abrasive and rude saying I should get a lawyer and they will get a lawyer. Stay tuned.