Russ Darrow Chrysler Dodge Jeep RAM of Madison

This is a great place to buy a car! Hit up my man Bob, he will set you up proper for a vehicle with a good price. We found the vehicle we liked. They did a full safety check and fixed all the things wrong with the vehicle before they would let me even drive it. They wanted to make sure they were selling me a great car and refused to sell a car not up to their standards. They made the process so easy and effortless!

I bought my Jeep in 2016 brand new. 4 years later, I needed a new transmission. Although my warranty had JUST expired, like within weeks, the dealership told me that there was nothing they could do for me and it would be over $5,000 to fix the issue. Clearly, I was frustrated that I was still paying on this car and it needed a major repair. I talked to multiple people at the dealership about anything they could do about my situation before I finally decided to get a new vehicle (somewhere else!) However, I did get in touch with the finance manager at this dealership and he said that I would be able to receive a refund of $2,000 for the warranty that was never used once the vehicle was paid off. I ended up trading it in at a different dealership, but was keeping in contact with them throughout the process. I continued to reach out to them for FOUR MONTHS! I kept getting redirected to Hannah, in the finance department. She pulled me in every direction saying, “The other dealership handles it,” then, “We’re working on it,” then finally a week ago, “It won’t just magically happen itself. There’s a form you have to fill out.” I looked for the form and wasn’t able to find it. I reached out to the actual warranty company and she said that the dealership handles it directly, but knows that they are a nightmare to work with. Finally, I decided to go in to talk to someone. They told me that no one was available, so I just waited. A general manager (conveniently never gave me his name) said that he didn’t know who told me that, but their finance department is pretty new, so they are wrong. That was his excuse! He also told me that he just had a Jeep that had 10 miles on it and needed a new transmission. “It happens,” he said. NO IT DOESN’T! Then he told me that there was nothing he could do for me after FOUR MONTHS of giving me false hope that there was something that could be done. Completely poor customer service! Completely and utter disgust working with this place. I will never buy a Jeep again!

Had just what I was looking for. Andrew was wonderful to work with. Very knowledgeable and another Jerp lover. Everyone enjoyed Brandy's visit and she slept like a rock on the way home. She enjoyed meeting everyone too. Very happy they found a great lender at a lower rate than my own bank! Just a great experience all the way around!

Service representative at this location very professional and helpful, his name is Ian. Look for him on your next visit. I and my wife were traveling from Illinois to Wisconsin and our jeep Cherokee started giving us trouble, soon enough we found the dealer location and call them for help, 15 minutes later, we were well and promptly attended by Ian who gave us options and help us to get back on the road with a rental. We are so happy. Thanks Ian, thanks Russ Darrow.

***UPDATED 11/6/2020***nThe issue has been resolved and they were super responsive in trying to resolve the matter. The initial frustration contributed to the previous review. However, they have corrected the problem at no additional cost and ensured there were no other issues before letting us take it home.nnBoyfriend and I took in his 2014 Jeep Grand Cherokee to have the radiator replaced on Wednesday. It was running fine, however an illuminated SRT badge that we had installed was not turning on anymore. Popped the hood to find two surprises. Right off the bat, found a large 2 ft by 1 ft piece of plastic (guessing splash guard) was just LAYING on top of the engine bay. It was also rubbing against the Serpentine belt, there is a clear spot of wear from where the belt touched. Once we looked past that to figure out why the badge wasn’t working, we realized that we are completely missing one of the wires that is vital to the badge working. Since we already had random car parts in the engine bay, we check around as much as possible and couldn’t locate the wire. The wire has a plug on both sides, so it wouldn’t have been difficult to simply plug in once finished with the repair and putting the bumper back on. We called the dealership today and spoke with the general manager who said quote “I am useless when it comes to service on cars so you’re going to have to wait until Monday when the service manager is in.”. Clearly customer service isn’t a high priority here. We WILL be calling back/stopping in on Monday to collect our wire or discuss how they will replace/reimburse from this. Super disappointed that this has been our experience.