Customer Testimonials
I have a 2021 Kia Sorento purchased September 2024. The audio screen ended up going out, no radio, no visual to the backup camera, etc. Brought it to this location because I bought at a russ darrow and thought the additional warranty covered the eletrical up to 100k miles (that part of the warranty expires 1 year after purchase). I was charged $241 to have a diagnostic; I checked the fuses at home; that was 50% less than quoted, I was going to go home and do everything to fix it on my own instead. I was convinced there could be a greater issue like ... Read More Google - Oct 25, 2026
TJ helped me find the perfect first car! thanks TJ
TJ was a great car salesman and showed us the best vehicle to fit our needs!
Freddy Rangel was great to work with and didn’t make me feel rushed or pressured. He was patient and informative throughout the process.
Courteous people. This was the 15,000 mile service. The waiting room and entire dealership was clean and neat.
Mark made the buying experience seamless. No pressure. Great service!
Craighton was an absolute pleasure to work with. He's going to be the best seller! Austin was helpful, kind and found the right vehicle for our needs. And Dalton was fantastic, explained everything perfectly and got us a great price on insurance. Thanks guys!
Got my Sentra here and got great service they leveled with me didn’t try to upsell and got me out of there with a good financing plan!
Fair, reliable and got the job done quickly. I was able to feel safe and drive my car again quickly.
Freddy was amazing!. A stressful situation felt so much easier thanks to him. Highly recommend asking for Freddy!
(Translated by Google) Freddy Rangel is a very good seller. This is my second purchase from him and he meets all my requirements. 100% recommended. (Original) Freddy Rangel muy buen vendedor esta es mí segunda compra con él y cumple con todos mis requerimientos 100% recomendado
I was looking at one of your trucks online. I then got pre-approved online and received a phone call from Brianna. I was unsure about the color of the Interior she said she would take a video with her cell phone and send it to me. She said she was going to do it right away and then I told her that I would book an appointment. Three or four days went by with no word. I then stopped in after work. I am a contractor and I'm extremely busy. I was in the market for two maybe even ... Read More Google - Oct 24, 2026
I needed recall repairs done. Rob (service dept.) was in constant communication and gave me frequent updates with my repairs. The parts needed arrived fast and repairs were done quickly. Got a loaner from them as well.
Easy scheduling and on time service Comfortable with everyone at the service since I have been working with them for years
Bruce and the service technician who worked on my vehicle did an excellent job! During a routine oil change, the technician identified an oil leak, and Bruce promptly followed up to verify that the necessary repairs were covered under my CPO warranty.
Bruce also assisted me with arranging a loaner vehicle and scheduling my car for the next available appointment so the repairs could begin as soon as possible.
I especially appreciated Bruce’s communication, follow-up, and assistance throughout the entire process. He made everything much easier to navigate and ensured that I was kept informed along the way.
Bruce ... Read More DealerRater - Oct 24, 2026
Mazda is a great car for anyone looking for reliability. I do not recommend this dealership especially if you are looking to trade in a vehicle. I was given a price online and drove an hour to get there just for them to tell me that we never offered you that price, and we cant honor it. Mind you, I showed them the offer they were competing with and told them I did not makeup the value in my head and was told "we would never offer that" it was a waste of 5 hours on my part. Adam ... Read More Yelp - Oct 24, 2026
Mazda is a great car for anyone looking for reliability. I do not recommend this dealership especially if you are looking to trade in a vehicle. I was given a price online and drove an hour to get there just for them to tell me that we never offered you that price, and we cant honor it. Mind you, I showed them the offer they were competing with and told them I did not makeup the value in my head and was told “we would never offer that” it was a waste of 5 hours on my part. Adam the finance ... Read More Google - Oct 24, 2026
TRACEY WAS AMAZING PLEASE GO SEE HER SHE’S GREAT VERY PATIENT & UNDERSTANDING
Mazda is a great car for anyone looking for reliability. I do not recommend this dealership especially if you are looking to trade in a vehicle. I was given a price online and drove an hour to get there just for them to tell me that we never offered you that price, and we cant honor it. Mind you, I showed them the offer they were competing with and told them I did not makeup the value in my head and was told “we would never offer that” it was a waste of 5 hours on my part. Adam the finance ... Read More DealerRater - Oct 23, 2026
We had a great experience helping our daughter purchase a car! No pressure, very informative, and a great team atmosphere. We worked with Batuhan. We would buy another car from this location.
I had a great experience working with Dan at Russ Darrow Madison Mazda! He was extremely friendly, professional, and responsive throughout the process. He always replied to my questions quickly and took the time to explain everything clearly and in detail. I really appreciate his patience, excellent communication, and helpful attitude.
Great friendly staff knowledgeable and quick great experience will be returning here for all my car service's
Tracey was amazing and made everything go super super smooth. Really good overall experience. Only down side was car did not come with a second key which really stinks with how easy these FABs are to lose and we weren’t offered an option to work with Honda on splitting a replacement. Other than that, great experience and Tracey is amazing.
Tracey Morales did a fantastic job showing me the Honda Passport I was looking for. I called the dealership an hour before they closed and she had the vehicle ready for me to drive the next morning when they opened. She was knowledgeable about the vehicle and her great personality made it a pleasure to buy the Passport. I would happily buy from her and Russ Darrow again.
General manager does not follow through on promises after begging us to change our 1 star Mazda review for their terrible service. I'll be going back to Mazda with receipts. Nice job losing future business, I'll be going to Hall for my 2027 CX-5 and recommending family to do the same.
By the way once they saw the terrible reviews we gave them, the sales people started calling non stop. They somehow got my number even though I wasn't the one to buy the car.. I literally had to block them on my phone they were so desparate 😂😂😂 if ... Read More Google - Oct 23, 2026
So I believe my customer care person's name was Chris. He did everything I believe a customer care Rep should do. He had a friendly disposition, he answered whatever questions I had, he got my care into the shop promptly, and notified me when my car was done explained where my car was as far as its condition. The service I had from the back end was done promptly and I was on my way. All in all very good experience
T.J. was great to work with on my purchase of my new Sorento. He was knowledgeable about the car, personable, and kept me up to date on everything as we worked through the process.
I went in for the software update but did not know you would also check air filters, lights and tires. You were very thorough.
Professional and welcoming, the building was clean and staff was friendly and very helpful, overall a great experience
Everyone was nice. Josh helped me find a vehicle that I liked and could afford.
Alfredo listened to our preferences and matched us with the perfect car. The dealership had each of the cars we were looking to test drive and compare. Personable and professional service.
Our salesman Robert, was so helpful. He spent hours going into detail everything to me when I had endless questions due to my inexperience. Robert made sure all questions were answered and that I was 100% satisfied before leaving the parking lot. I have never met a better salesman than him and I hope other salesman take some notes from Robert. Overall, Russ Darrow is the way to go. They have a great selection of vehicles in their lot all in which are great quality. I have gone through many dealerships and so far this is the best I’ve been ... Read More Google - Oct 23, 2026
Service was very fast and the cost was very affordable. However, I never saw the video review of my car.
I asked how much the visit would cost and they said $40 something and it was over $100. Then they suggest another $140 for filters. As a senior I am on a budget and appreciate a accurate answer to my questions
I had my car towed here from the dealership I purchased it at, as they said they didn't have the tools to do a deeper diagnosis of what was draining my battery.
I called at about 8:30 on a Friday morning and spoke with Erin in service. She assured me that if it was towed in that day, they can try to fit in the diagnosis between other jobs, but the earliest they would have for an appointment would be the following Tuesday. No complaints on that! They are a busy shop, and I fully understand from working in dealerships ... Read More Google - Oct 22, 2026
Worked with Kaylum to purchase a new vehicle. He coordinated getting the vehicle I wanted from a different dealer location within a day. Great to work with!
We had a wonderful time working with our salesman Donavin. He was very personable and easy to chat candidly with, but also was extremely knowledgeable of the cars we were trying.
I appreciate Daryl Robinson he was my mom car salesman and he really took care of her patient and kind and got her just what she wanted
Dealership and salesperson were amazing to deal with. They got me into the exact vehicle I really wanted. Above and beyond!
Daryl Robinson is the bast car salesman I ever had in my years of buying vehicles
Great service
Better than expected. Bummed I didn't get a wash. Amir did his best to keep costs down.
This is the second or third time I have brought my vehicle in for an oil change and tire roation. Every time it has been multiple hours of waiting for updates. Each time I have needed to go back for updates on the status and even then it has been limited information on when my vehicle will be done. This most recent time I came in early in the morning (before 9:30 on a Thursday) and I am still waiting at 11:15 for any updates. Previously I have came during other days and times and it is the same experience.
I originally brought my vehicle to this dealer for a simple oil change. I made the mistake of agreeing to their complimentary car wash, and afterward I noticed damage to the paint on the front of my vehicle.
Now, after getting the vehicle back again, I found new scratches on the tailgate/rear cargo area that were not there before. The damage looks like something may have been placed or moved in the back of the vehicle, but the dealership is telling me that nothing was transported in it.
I contacted the manager, and I was told to bring the ... Read More Google - Oct 22, 2026
My sales consultant Bridgette Hill was very helpful. She took me on a longer drive so i could test the vehicle on different terrain. She was punctual when i came back later to purchase the vehicle. Very very helpful consultant! I strongly recommend her. Financial department representative was also flexible during our negotiations.
It was really good, I just had a complimentary oil change but I thought they should have provided a car wash. No big deal
It was fine. Like most car dealerships everything happens slow The entire process is slow
For the 2nd time the wrong mileage sticker was placed on my car for my next oil change. Sticker was less miles than when arrived.
Tyler was great! Helped me understand everything and explained everything I had questions about. Id recommend him to others for sure!
Very pleased with the patience, follow through, transparency, knowledge and overall service we received from Daryl, our salesman. We were back and forth for about two months trying to decide on a vehicle and he stayed through the process. I will be a return customer.
Daryl was great! Nobody better 💁🏽♀️
My car now has a second scratch. Idk what they transported but neither I nor my wife transport anything in the back
Travis in the Service Department is great to work with. Transparent and responsive!
What a fantastic experience I had at Russ Darrow! They worked with me to get into a new Mazda CX5 and I couldn’t be happier!! And I’ve always had great experience with the service department for routine maintenance. I highly recommend them!
Trinity, what an unbelievable experience! Thank you for making my car buying process so easy and stress free. I couldn’t be happier with my new vehicle!
Nice and cool and helpful and simple and easy and I really like my car.
Great service excellent communication All right a1 service high prices but good work Thank u
4 Russ darrow is a great place to take your vehicle Highly recommend To friends
Great customer service as usual! T always takes time to talk with me and makes sure that I am getting excellent service!
Time-conscious and good at what they do. Always seeking the client’s opinion on what should be done with a newly found problem, rather than the one originally reported.
Great experience from the sales team, Myles was a pleasure to deal with. He and Mitch found the exact car I was looking for and made the deal happen in an amazingly quick timeframe. Felt a little pressure from the finance team we were hoping to avoid by paying up front, which is why we left 4 stars for the dealership experience.
Friendly, very knowledgeable and excellent customer service Erin went above and beyond to accommodate our needs while servicing our vehicle.
Got right to the problem Drive in and they put a cold tester right on the truck look at what code sends up and make an appointment and everything is pretty fast. Thank you.
They kept my car for 3 days to end up telling me they don't even have the right tools to perform the diagnostic.
Rachel is one of the representatives I've worked with in the past 3 years, great service and excellent people to people interaction / social environment. Highly recommend this location!
Quick efficient service completed in the estimated time Oil change and tire rotation completed this time
Excellent service ?? Great service that was completed in a very timely manner and friendly people.
Very good ?? They were able to diagnose my car quickly and fix the issue.
Everything was professional and well organized from the check in through picking up the car when finished.
Joe and the Russ Darrow team were incredible to work with. Truly professional individuals that really care about guest satisfaction. I was in and out within a few days with the car of my dreams, even with a difficult situation. I couldn’t recommend these guys enough!!
Ron was a great salesman! He was helpful, accommodating, and well versed in his field!
Extremely disappointing experience. I had a scheduled appointment to have my vehicle diagnosed, yet they kept my car for three days, only to tell me they didn't have the proper equipment to perform the diagnostic. I was left without a vehicle and had to rearrange my work schedule and transportation, all for absolutely nothing. This could have been communicated from the beginning instead of wasting three days of my time. Very unprofessional and a complete lack of consideration for their customers.
Prompt and to the point Prompt service, clear and to the point on what the issue was and what needed to be done.
I was quoted $24000 on a trade-in towards a new vehicle and they sent me the sales contract to send to our credit union. They then came back the day after we closed on the loan saying they would not honor the original $24000 for the trade-in. If the new number had been the original number, I may have made it work, but it's highly unlikely I will do business here again.
I was early to my appointment and the woman who was working at the service desk was very friendly about it. They got me in early. They got me out in less time than they said it would take. I'm the woman was very friendly. She was the best service desk person I've interacted with there
No issues , I was in and right out Aaron always takes great care of us
Friendly and prompt Took the time to help me find the right vehicle for my family
Just a solid, honest experience overall. Very helpful on our family's needs and helped us find what we needed for now, but into the future! Antonio was knowledgeable and NOT pushy ... made us feel like we had all the time in the world.
It was an extreme pleasure to work with Christopher and Russ Darrow in general, even though we had to travel across town. Well worth the trip! Highly recommend!
Easy to schedule and flexible if you need to reschedule. Great communication before and during service. Accurate estimates of cost and time needed to complete the work. A pleasure to work with.
Very helpful in understanding our options good inventory. Did good job of showing us all the features.
Update about the service(s) done to my 2018 challenger. Im upset and frustrated at everyone from the service manager down to each one the multiple mechanics that worked on my car. Ballpark $7000 (Mosty warrantied work) multiple trips over months,roughly 3 weeks without my car..... every single suspension component has been changed and the car still clunked over bumps......or did.....
Grabbed an oil change today at my local jiffy lube. Old guy in the pit heard me telling a worker about this clunking was still STILL chasing for months. He yells up "I think I see the issue...Heat ... Read More Google - Oct 15, 2026
The experience was great they worked with me to help me fulfill my job and driving needs
She went far beyond to help us understand the features of the vehicle. She spent as much time as we needed to answer our concerns.
He went over everything before we started and was very thorough. I like the videos they send showing my car as they are working on it.
I would strongly recommend taking your Mazda to a different dealership for service.
I brought my vehicle in for a simple windshield chip repair. Instead of fixing the chip, they made it worse to the point that I had to replace the entire windshield.
What makes this even more frustrating is that I purchased the additional ECP warranty when I bought the vehicle specifically for situations like this. Despite that, this dealership would not honor the coverage for the windshield replacement.
I then contacted a competing Mazda dealership. They honored the coverage and took care of the windshield replacement. I ... Read More Google - Oct 15, 2026
Terrible customer experience. Ignored my follow up inquiries at the same time sending me promotional emails to purchase a vehicle. Never got any simple answers to vehicles on their lot, made me feel not valued at all. This was only at the Menomonee Falls location, not any other Russ Darrow dealer. Do not recommend.
Car had hidden missing parts as well as undisclosed damage to rear of vehicle. Salesman dented car while installing license plates. Also had badly bent rear rim that should have been noticed during a safety inspection. I had to over a thousand for parts alone and more on labor. Also had water intrusion in rear hatch and 2 side marker lights didn't work.
Your People work well with customers for pleasant outcome in selection of shopping and sales.
Waiting on calls back from management to acknowledge before stating my issues here.
I brought my car in for an oil change and tell them I think there's an oil leak, but they say it's fine. For my next oil change I take it to an independent mechanic and he says I have a small leak in my timing cover seal. So I call Russ Darrow to see what options they have since my car is now 3000 miles over my warranty. They say it's $1500, but I really should bring it in to get an estimate. So I take 2 hours out of my day to get it and the service rep ... Read More DealerRater - Oct 14, 2026
Had a disappointing experience with the sales staff regarding transparency and basic customer respect. The specific make, model, year, and trim I was interested in can be very difficult to find in this area. I visited the dealership purely to research lead times, ask about waitlist/sourcing options, and test drive a similar model to ensure I liked the driving dynamics before investing hours into further research and planning.
When I sat down with a representative, I explained my detailed timeline: targeting a purchase around $36,000–$40,000 in the late winter (about 4 months out) as that's when I think depreciation will ... Read More Google - Oct 14, 2026
Scheduled recall service appointment. On appointment day they did not have parts, failed to order the parts necessary
It doesn't matter if it's ignorance or deception. Neither one is acceptable. When you are asked directly, "Does that price combine with the promotional financing?" you have to get it right. This was an email. He had time to look it up or check with his boss. Instead he confidently and definitively said yes. So I was led on for a whole week, thinking I was going to get a car for 3 grand less than it actually was. I even made sure my wife went to test drive it. Steve also ignored my request for an ... Read More DealerRater - Oct 14, 2026
