Russ Darrow Mazda of Madison Service W Beltline Hwy, Madison

Russ Darrow Mazda of Madison Service Reviews

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  Lyssa Samuel
  5

  I had an issue with my transmission control module. The part was on back order from japan and we literally could not get it in for 5 months. They let me use a loaner car for the entire time period without charge. I would have been screwed without it. Prices at dealers usually run a bit high, but i was actually surprised at how reasonable it was. Great experience and really nice employees. I would definitely recommend! I may go back when i want to buy a new car just because of how awesome everyone was.

  Response from the owner

  Lyssa, we sure appreciate your patience. The shipping and supply shortage was certainly very personal to you. We are happy everything went well and we love having you as a customer.

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  Molly Wiebe
  5

  Russ Darrow always does a great job with my regular maintenance. It’s a little more expensive than some express places, but the convenience is worth it. Online scheduling is easy, they have a very comfortable waiting area with drinks and snack available, friendly staff and cool video documentation to show you what they’re seeing in our car. Highly recommend!

  Response from the owner

  Molly, Thank you so much. We sure appreciate the encouragement.

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  John Woods
  3

  They can fix my car's problem, which has to do with the engine light going on. I expect this will be taken care of next week. I have one complaint. You cannot use a credit card to pay your invoice without also paying a 3.5% charge for use of the card. This is nickel and dimeing the customer for no reason whatsoever. I think it is enough to alienate customers. While the service people are trying to do a good job and create a positive relation with people who need their cars repaired, compared to other places I go to have my other cars serviced, this place is not as good. Smart Toyota has much better service operation in my opinion. Again, I am especially dismayed by the charge to use a credit card. If I was Mike Darrow, I would end this immediately. It insults his customers.

  Response from the owner

  John, we thank you for taking the time to provide feedback. Instead of passing the credit card fees on to all customers in raising overall costs to everyone; we simply pass it along to the ones who use it. We will do debit card, cash or check with no fees. We will continue to strive to provide excellent service. We would love to sit down with you and show you all we do while your car is in our facility. We are sure you will see the value we provide.

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  Laura McMillan
  5

  Amazing service! New building is BEAUTIFUL! Everyone is very friendly and accommodating! Gave me a brand new car for a loaner! Worked with me and allowed me to keep the loaner an extra day until I could pay them as it ended up being a high cost repair that I was just not prepared for. I am so grateful to them and am very proud to be a Madza owner!

  Response from the owner

  We sure appreciate the kind words..... Thank you!!

• A

  Amanda Todd
  5

  Bought me first car here and had a wonderful experience! The staff were so friendly and welcoming. They answered all my questions and made sure all my concerns were addressed. They made the process very easy.

  Response from the owner

  Thank you so much. We lover working with you.

• J

  Jennifer
  3

  I got a new iPhone and my CarPlay was grayed out on my car where it was not previously. I updated all the settings on my phone but no luck so made an appointment at the dealership. It turned out I needed a software update which cost $50. I feel like that’s excessive for something I can’t control and can’t do myself. These should be free as part of maintaining the usability of the system. Apple doesn’t charge to update iOS (yet anyway). Also I was charged a 3.5% fee for using my credit card. That seems like a normal cost of doing business that shouldn’t be passed on to customers. The technician and service coordinator were very nice and polite and I know these decisions aren’t up them. I give them 5 stars.

  Response from the owner

  Jennifer, Thank you for recognizing the staff; they work hard to make your visit enjoyable. We are working thru the fee structures etc. In the short term, debit, cash or checks are always welcome at no charge. We value your business.

• D

  Dotti Jacob
  4

  Everything went pretty well. They didn't have a loaner vehicle available, they rarely do anymore. Also they didn't give me a printout for the alignment they did. They also don't fill out the checklist sheet so you have no idea if they are actually doing it or just pencil whipping it.

  Response from the owner

  Thank you for choosing us. We appreciate your business our service team will be happy to provide the printout on the repair.

• M

  Maria
  3

  It wasn’t until I spoke with the salesman that I received any real help. I’d only had the car a week and the battery kept dying. I live 90 minutes away and was charged miles over 100 for the tow . The assistant manager told me he’d reimburse me for that charge but did not and did not return my calls after I left two vms. Andy in the repair shop insisted that I did not need a new battery- that it must’ve been a door left ajar or a light left on. He also told me that the car could not be delivered. Out of frustration I called Dillon ( sp?); the salesman who sold me the car. Within 15 minutes I received a call back - new battery, reimbursement, no other charges and car delivered. I was without a car for almost a week which I believe wouldn’t have happened if I had been treated with more consideration and efficiency.

  Response from the owner

  Maria, we appreciate the feedback. The battery test when it was charged after the vehicle arrived showed it was within tolerance. After you spoke with the salesperson they replaced the battery as a courtesy even though the other battery didn't show as a concern any longer. Danny is reaching out to assist on the towing. We wait on the re-imbursements until both the vehicle is repaired and the customer is satisfied. It looks like everything will be completed. Thank you for helping us improve.

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  Bryan Krause
  2

  Car leaked oil after it was changed because the drain plug wasn't properly seated afterwards. They also let me know my car was washed and ready when it was merely ready and not washed - not a big enough deal to walk back in and complain, but seemed like not great attention to detail to say an obviously unwashed car was washed (presumably a miscommunication between staff). They of course redid the oil change to get the drain plug sealed correctly free of charge, but the extra trip was a bit annoying. I thought I was going to the dealer to avoid that kind of hassle.

  Response from the owner

  Bryan, we definitely had a lapse of attention to detail. Thank you for being so understanding. We will use this as a training moment to make improvements. We appreciate working with you.

• S

  Sharon Rook
  4

  Greeted promptly, information taken, waited for about an hour, CSR advised no problem found, and I was on my way. Mazda app sending weekly notices of problems with forward sensor, etc. Advised it might be the app since no problem found. I think a sensor is not working because I get nowarning about breaking if I am too close to a turning car. Notices started just months after I bought it.

  Response from the owner

  Sharon, We appreciate the information. I apologize we didn't find the issue. I am going to forward this to a supervisor to look into more thoroughly. Than kyou very much for your patience.