Russ Darrow Kia of Wauwatosa N Mayfair Rd, Wauwatosa

It was a pleasant experience, everyone was very helpful. Our salesman was knowledgeable and efficient. Our wait from placing our order to receiving the car was shorter than anticipated, especially considering the present status of the car market! Even the financial part was as pleasant and efficient as could be expected. Having our picture taken with the car and the salesman was an unexpected touch! We would go back to Russ Darrow again.

Excellent service on my recent new car sale. I bought an EV and they were very knowledgeable about the vehicle. They also were very quick to give me their best possible price without a lot of hassle or negotiation, beating other area dealers that I had negotiated with longer. Recommended.

Josh Revels is the BEST salesman at Russ Darrow Kia. He’s not the typical salesman that sees you as a “$”. He goes above and beyond to make sure you’re in a vehicle you like and a vehicle you can afford. My used car purchase with Josh was 100X better than my showroom floor SUV purchase at Mercedes North Shore. ( A Kia salesman outshining a Mercedes salesman speaks for itself !) If you want a salesman that knows what they are doing and will help you 100% before and after your purchase ask for the Magic Man aka Josh Revels.

Very unprofessional customer service. I scheduled an appointment to test a car. After filling all the paperwork they realized the car was stored in a satellite warehouse. But they have a similar car in the store! Which unfortunately was broken!!! Now, they say they can't not show me the car until they check my credit score. Of note, I do not asked for any loan (I always pay cash). Do I look cheap? Just bought a car in carvana. Better prices and no need to waste time with incompetent people.

If I could leave more stars I would! This dealership far exceeded my expectations from the minute I walked in the doors! Tiara was hands down the BEST salesperson I’ve ever dealt with, she made the process so smooth and I never once felt pressured into anything! Russ Darrow gained a lifetime customer!

I have advised a family member purchasing a used Toyota here, and I have leased a Kia here. Great experience and service. The staff is professional, friendly, fun and works hard to meet your needs and develop relationships in the process. Highly recommend!

I called and it waited a long time for anyone to pick up. Finally the receptionist and swerved and advised that the sales members and everyone else was in a meeting. She took down the information on the car I was seeking and my own to give me a call back. No one ever called me and I had no luck getting someone back on the phone. I made the drive and found out the car I was searching for had sold. I really wish they had taken a few minutes of their time to give me a call. A simple call would have saved me a trip and time on the road. Not sure if I will be going forward with getting a vehicle from this location.

We have made 2 different service appointments we have been LIED to numerous times and we will never go to Russ Darrow Kia again. We made an appointment 3 weeks before and the appointment was made for memorial day. We asked 4 different times if service was open and they said yes. My wife showed up the morning of and they were closed and the police were there because the dealership was closed. My wife then spoke with the GM, Lynn who was not friendly at all because she was woke up early by the police. The manager gave my wife her name and number and we called and she wouldn't talk to us just passed off to service. I called to schedule a new appointment and it was 2 to 3 weeks out. I asked for a closer appointment because of the previous situation and they got me in and was told they would have a loaner for us. I showed up today and the service manager said no we don't provide loaners I'm sorry he told you yes. The service agent even told me they had to bring a car from a different dealership for the loaner and that was also a Lie. He also told me an estimate of 550.00 to fix the kia even though it is under 5 years old and 60k which is the Manufacturer warranty.

I have been sold a faulty vehicle!? I have purchased a Chevy Cruze from Russ Darrow KIA 3 weeks back and for some unknown reasons, my coolant tank was empty in just 3 weeks. After a detailed investigation of 2 days, I was told that the technician is waiting for some part estimation from Chevy or GM, not sure though for what parts and later, I was told that there is no issue with the CAR and Coolant was not visibly leaking now. They also mentioned that there was no pressure drop, checked the radiator and coolant caps, have checked spark plug, making sure the Coolant is not entering the engine and again they have done MULTI POINT CHECKS?! Hope this time it is a complete and proper check. For now, I am satisfied with their response but hopefully I will not end up with the same issue in next few days. I appreciate the time spent on investigation and yes I was not asked to pay a single dollar on these checks as it was just bought 3 weeks back. Updates and Follow Up: Still losing the Coolant. Not sure what checks were done during Vehicle Purchase and 2 days back. Still there is no Visible leak, but the coolant is gone. I am not even getting the appointment till 23rd of May. Have asked to call in the morning to get an appointment. My service advisor asked to come down on Friday, 5/6 and they have replaced the Coolant reservoir based and gave it back on 5/11, for just a Reservoir replacement. But again I am losing the coolant, getting new errors on the dashboard like Service Stabillitrack, radiator fan running even after engine off, rough idling etc. Very poor check and service.. atleast for my case. Only good part was they have done this for no cost and service advisor had explained what have been done. They were saying this would be the last time and want to wash away the hands, not so professional words. Very much disappointed with their services.. there is no point in taking the vehicles with these kind of dealers and they have also charged $449 for dealership charges and MULTI POINT CHECKS!.. what for...

Valencia was amazing at getting us what we needed and how we needed it. Her honesty made us feel like being helped by family. The rest of the staff was also very friendly and kind.

Walked in this morning because I had just leased a 2021 Kia. Was having issues before 3k miles. Was told it would be 3-5 days before someone would look at it and 2-3 days before they could be sure it was covered by the warranty. Also no loaner car. Just a $70 per day rental. Drove to Lupient Kia. 24 minutes and a free latte later, car was diagnosed, part was ordered and I’m already scheduled to come back for an install. Now that’s customer service! Definitely going back to Lupient for my next vehicle purchase!

Told them I was coming from 5 hours away, they said vehicle would be ready. It wasn’t, it was waiting to have repairs done. Made a deal to take it the way it was and a day later more issues came up. Can’t get a call back from anyone. Buy at your own risk!

We can not be any happier with our experience at Russ Darrow Kia. Austin walked us through the buying process and made it very easy on us. We will definitely be back in the future.

Well I went to this dealer, because they were the only dealer within 500 miles that had the Kia I wanted (2020 Kia Forte GT Manual), but I'm glad I came here. This Kia would be my 6th vehicle so I've been around the block when it comes to new and used car dealers. I'm happy to say I met one the the best salesman I've ever dealt with, and not only that. While I was at this dealer I saw that there was other sales personnel that seemed just as good as my salesman. My salesman was Adam Horeth. He was kind, polite, attentive, not pushy at all, and he was very respectful. He seemed to value my time as much as I did. The most amazing part for me through the sales process was after I paid for the car and the keys in my hand. It's usually at this point I get pushed to the curb, but no. Although my vehicle was parked right out in front. Adam walked out with to make sure everything was okay and reassured me that if I had any questions at all he would do the best he could to help out, and for that I couldn't thank Adam enough. When I was first setting up an appointment to come in for a test drive. I spoke with Cambry multiple times, because schedule with work kept changing and I live 2 hours from this dealer, but she was so nice and patient each time I had to call her back. My only negative gripe I have was my experience with finance. I've never experienced a finance guy that did not listen at all, and was so pushy on getting extra coverage for everything that would have nearly doubled my payment. I informed the finance person that this wasn't my first rodeo, but he insisted to treat me like I didn't know nothing. I am only 25 years old so I feel that was factor in me getting treated the way I did. However, I still had a 5 star experience, because Cambry and Adam were just that awesome. Thank you Cambry and Adam! I love my Forte in Fire Orange. If I lived closer I would return to this dealer.

Horrible I will never go back to this dealership again I promise you. I went for a oil change, and I didn’t get a car wash but they washed other customers cars but not mines. I literally sat there and the guy told the employee don’t wash my car. But they end up washing other customers cars not mines. No love or anything. I had problems with this dealership in the past and thought I stay faithful to them. Now I’m never going back to them hope they go out of business!!!

This is the second time here. I came in for new wiper blades and 4 hours later they had broken the back wiper arm and had to order a new one. Now they call and tell me they have the new one. I make appointment for 9am. For the new wiper arm and an oil change I come in on time 2 hours later I ask for the second time how much longer and am told they can't find the wiper arm. Now only when I ask do they tell me this. Still waiting. Worst service I have ever received anywhere. They were 2 people her after me that have already left. They both had oil changes . Never ever again will I step in there doors .

Russ Darrow Kia received my vehicle October 16th.. They never reached out about my vehicle 1 time while they had it. My adjuster went to look at the damage that following Wednesday, October 20th. They received the estimate for the damage that same day! I called back November 15th ( a month later). They told me no parts were ordered! They said they never received the estimate and even asked ME TO RESEND IT! I confirmed with the insurance adjuster that they had lied and they in fact received the paper the same day the adjuster looked at the vehicle. I was promised a million calls.. Noone ever reached out to me. MY car is due to be finished next week and the ONLY reason I know that is because I had to CALL THEM! 3 plus months without a car. Car note and insurance still due every month! Plus $316 a week for a rental... It took them 26 days (at minimum) to even ORDER MY PARTS! Yet these mfs don't think they owe me a months worth of my rental car expenses! 😒 Ya'll gone run me that $$$! WATCH!

Since my review got taken down, I guess they don't want people to see how there customers are treated by the service department. Why take the review down?! SMH Whoever works in the service department that answers the phone needs customer service training. When a customer calls in to ask a question , you should inform that customer instead of just assuming they know the answer. If I'm calling to inquire about something I expect for professionalism not for someone to talk to me like I'm dumb. This is not okay and very unacceptable. As someone who works in customer service, help the customer to the best of your ability , especially if the person on the other end of the phone (the customer) is being polite and would like information that they aren't aware of. Please get this person some training or a refresher on customer service because that will drive customers away which in turn will give bad reviews, and word of mouth still goes a long way. Not okay at all. Update: The person who answered the phone didn't know what she was talking about as my roadside assistance did EXPIRE. When I bought my used Kia I was told I had roadside assistance available to me, but up until now I didn't need it. I wanted to make sure it was still available for me to use , so after getting the run around from Kia roadside assistance I called this Kia dealership. I asked the lady politely if I was still covered, she paused for a long time and took a clearly irritated breath and said to me in a not so nice , snobby tone, that "Uh it should be , I mean I don't see why not, it doesn't expire." And she just hung on the phone and didn't say anything after that. I hung up. Imagine my surprise when I called the Kia roadside assistance to be informed that my tow would be 127 dollars because I was not covered anymore , my roadside assistance EXPIRED. All I can say is please get your Customer Rep for the service department extra training. Additional update: Service department is unprofessional as heck! Very rude and condescending mechanics. My car got dropped off by the tow for my appt on Monday and for some reason they didn't know my car was there and kept insisting it wasn't when it was. So not only did my car not get looked at , ,because they claimed there was no open appt for service (I have the email to prove that it was , once again thanks to whoever is not smart enough to work in the customers service department) the mechanics claimed it never existed.Was very rude to my grandmother when she simply just trying to get clarification on what happened to my car and why it wasnt supposedly there. They didnt even take the time to actually look and see if my car was there. What a mess. SMH , now I'll have to wait until after the holidays to get my car back. I will NEVER come to this location ever again. Get new staff down to the dang receptionist. Horrible experience with the service department.

Needed tires for my GMC Sierra. 3 other places have me a quote but couldn't get me in until the 23rd at the earliest. Randy in service gave me a quote on 3 different tires and said they could get them installed today. The removed the spare & put it back under the bed and cleaned my truck. Chris the tire guy did a great job. Thanks Team Tosa Kia for helping a truck guy out.

Purchasing a car from Michael Duda at Russ Darrow Wauwatosa was an absolute nightmare. He was combative and belittling when I asked why the car didn’t come with remote keyless entry as was advertised online. Nothing was made easy, and he repeatedly boasted about a litany of previous careers as if they lended him credibility as a car salesman? If I wasn’t in desperate need of a car after being carjacked I would have walked out on him.

I'm trying to figure out how to best characterize the service I received today. It was the absolute best, most helpful, most responsive, most informative, most comfortable car shopping/buying experience I have ever had. (And this is probably my 10th car). The salesman Mitch went above and beyond to search for and text me when the exact car I had been looking for became available. The financing rep Rio explained everything to me quickly but thoroughly, and another gentleman named Jaylen explained all the new tech that was in my new whip. Everyone from the sales manager to the guy who brought my car closer to the door so I didnt have to walk so far was just awesome. This is an honest review. I would so recommend buying your next car here. I live about 70 miles away and I'm thinking about going back for my oil changes because of the friendliness and variety of great music they were playing. Did I mention they gave me a tin of chocolate chip cookies and a handwritten thank you card? Total class. I was really impressed...and my kids will tell you that I'm hard to impress.

The young lady from the parts department was wonderful. The went out of her way to solve a simple problem for me. At the same time, she was light hearted, happy and friendly. I could not have asked for a better experience. someone should search her out and reward or at least compliment her for her efforts to please a customer. Say thank you to her for me.

The service department at Russ Darrow Kia in Wauwatosa were awesome. They did a great job on the service they provided for our Kia. It is rare to find a vehicle service team that is dedicated to their customers like that, who actually provide the highest quality service they can to the vehicle and owner. They shot it to us straight and there were no games or pushy staff. We will definitely keep them in mind for our next purchase!

This review is for the service department. I’m new to the area, so this was my first visit. I took my 2021 Soul in for an oil change, and reported an issue with the brake light. I explained to the service advisor that I was having an issue with the light. Whenever my car sensed that lights were needed (headlights were set to auto, so whenever they kicked on) I would get an alert to check the brake light. When checking, the brake light was in fact out. BUT when the lights aren’t on, the brake light works fine. I get a call after my oil change that they checked it and the bulb was out so they changed it to the tune of $21. I pick my car up that evening, turn the car on, and imagine my surprise 🙄 the check brake light alert is on, and the brake light is out. I go back inside only to be told I can’t get a refund because the work was done (🤥😵‍💫) and I’d have to come back the next day when a manager was in. My husband had to come back today (since I used up my day off doing this yesterday) only to be told no refund and they might not be able to even look at it until tomorrow. Long story short, paid $21 for a $3 bulb that didn’t even need to be changed. And there’s still the underlying issue to be resolved.

I can't say I was displeased but possibly a bit confused with some mixed messages. Made this appointment over 2 weeks ago because it was the first appointment I could get. During the initial phone call they stated they were 2 weeks out on service so I took first time slot available at 10 a.m. 8/16/2021. At this time I asked if I could drop vehicle off early so I could get to work at 8. I was told there would be no problem. I arrived at 7:30 entered the service area explained that my appointment was at 10 but was told I could bring it early. Mind you there were no other cars in the service bay at the time. I got the feeling that this was frowned upon from response I received from the service agent. At this time I was told that they were extremely busy and that they may not get to my car until Wednesday. At this point I said apparently the appointment I made 2 weeks ago means nothing and again I was told we're extremely busy and we will call you when we get a chance to look at your car. As I left my parting words were it sure would have been nice if I was informed of this during initial phone call. All this aside I received a phone call at approximately 3:00 informing me my car was fixed and ready for pick up. Upon pick up the gentleman who waited on me actually took me out to my car and explained and showed me what caused the problem. So I was happy that it ended on the upswing considering it did not start off very well. I'm still a bit perplexed as to the runaround I was given in the morning. Thus the 4 stars had I been forced to wait till Wednesday it would have definitely been less then 3 stars.

Nice staff. I ended up purchasing a vehicle, but I don’t think they actually care about earning your business. I took the car for a test drive, the tank was on empty. It showed I had 12 miles. Came back, told the staff, they filled it to a quarter tank. I purchased the vehicle, they left it at a quarter tank. I have never purchased a car where they didn’t send you off with a full tank. When approving for financing, make sure you have them check more places. They told me my interest rate would be 4.6%, but after insisting they check elsewhere, it was down to 2.6%. That’s a big difference. It took them 2 minutes to get that lower rate. They will not go the extra mile to earn or keep your business. The only reason I purchased the vehicle was because of the vehicle (used). I would never voluntarily shop at Russ Darrow. Had a poor experience previously at Russ Darrow Mazda, but that was with the salesman, at least all the staff is pleasant at this location.

My experience here on August 13 was amazing. It started with Brianna when I walked in. Before I get into the rest of it, I would like to thank Brianna, Steve, and all the others who worked so hard and fast for me. I really want the owner to know they are the reason I will come back. I didn't have a car for a few months. I came at 9 with no appointment to buy a car and leave for work at 12. I got pre-approved online,and wanted a nice newer SUV, but with my low credit I really thought it would fall through like other places or just be a real small loan to go with the 3500 I had. Russ Darrow really did make it happen! Getting the financing was great, but your employees putting it together to get me what I wanted is why I'll be back.

Randy went out of his way to make sure I was satisfied with Darrow service. I completely understand the situation with parts delivery. He is very customer oriented and Darrow kia should be very proud to have him on the staff.

The service is great. BUT they also have a nice waiting area, and very friendly staff. I also love that as they tune up my car, they also give it a quick cleaning.

Staff was friendly. Service was timely. The music in the showroom was very loud as well as the TV in the sitting area. Hurt my ears. Difficult to focus. Also technician must have removed and replaced my Parks pass apart of it came off. I had just placed that on my window 2 days ago

Took my kia soul in for 75,000 mile service which I scheduled on line. When I checked in I was getting the feeling that the service advisor be was not listening to what asking for. He listed 3 paid for services on my invoice but no where on the work order did it state that I wanted the 75,000 service. From looking in my owners manual it seems that a lot more should have been inspected then what was listed. I picked up my vehicle latter in the day and left with the feeling that I did not get the service & inspection that I requested. I do not have a good feeling about the service department. I will be back for the two remaining oil change that were included with my kia purchase but nothing more. Totally disappointed with the service advisor. 8/1/21 an update reached out to the service manager via email with the information he requested in his reply to this review. 3 weeks later and no reply.

Made an appointment for an oil change. They told me 30min... took a hour and a half. Didn't get an apology or explanation

I accompanied my daughter here as an over protective dad. She needed a new car after her car was in an accident. Mike was great. He dealt directly with her not me. He was straightforward and respectful. Once she decided to make a purchase, the staff made sure she was briefed on all the electronics. This is a busy place. These folks sell a lot of cars. Probably because of how they treat customers.

The staff at Russ Darrow are awesome! They’re all extremely helpful and seem legitimately excited about what they do helping people. We got a car there 3 years ago and when the lease was up, it was a no brainer to go back and get our next vehicle - and have the same great experience again! (And same can be said of the ease of our service appointments in between) Thanks, guys!

Love my new car 💕 Thank you so much for everyone's help. Special thank you to the owner and Casey. They all made it super easy with the trade in and finance office was very efficient and explained things very clearly. Enjoyed my experience very much 🙂

Doug and the rest of staff at Russ Darrow Kia was AMAZING! This is my second purchase from them and would recommend everyone to go and purchase their vehicle through them.

GREAT CUSTOMER SERVICE, GREAT INVENTORY, AND HOSPITALITY! shoutout to Valencia, Rio, And Steve there for accommodating ALL my needs even the ones they didn’t have to consider! I would recommend this location and salespeople to family, friends, and friends of friends haha! Thank you Kia for my awesome new car!

I stopped into the Kia Maintenance Shop in Wauwatosa on October 12th to get air in my tires. Many of the maintenance workers were friendly, kind and considerate. However, Manny went out of his way and was very friendly and helpful. Not only did I get air in my tires that day but Manny made sure I had a car wash and he even vacuumed out my vehicle !!! He was friendly, caring and certainly the type of person you would want helping you with your vehicle needs!

The customer service was great by others who were not the person I had to encounter regarding service of my car. Initially she was a bit rude, but towards the end she was better especially as she pointed out the survey I was asked to complete.

Excellent customer service, fast service with a lot of great advice & options good atmosphere everyone was friendly and helpful. Would recommend Russ Darrow to anyone looking to find a new vehicle.

AVOID THIS PLACE AT ALL COST!! When you buy a car from a major dealership such as russ darrow, you expect to get taken care of which hasn’t happened to me at all! These guys (Mike Douda, sales man at Russ Darrow Kia) sold me a used car, which is a total lemon!! After just 7 days of driving my car the check engine light comes on, I bring it up here after making an appointment with the service department (Randy Cruse) i’m not sure If this guy is the manager at the service department, basically tells me in just 7 days I done 1,000 dollars in damage to my car which is the cost to get the car fixed! This car should not have been sold at all!! There is no way! I’ve spoken with there used car manager (Mark) and I’ve gotten the run around with this entire staff for the last 3 days since I supposedly have a warranty to get my rocker arm, and cover cam fixed! You guys give me the diagnoses and still haven’t fixed the problem! My appointment to get it fixed was 08/04 it is now the 6th of August and yet no one from Kia has contacted me yet but yet you guys still have my car! This place is EXTREMELY UNPROFESSIONAL! IF YOU’RE READING THIS NEVER BUY A CAR FROM RUSS DARROW KIA!

I am 100% satisfied with my experience at Russ Darrow Kia. I would like to take the time and express that working with Doug and Rio was uniquely amazing. Doug was very patient and persistent at getting things handled. They were open and committed at making sure I explored every level of my options, without hurting my budget. I know there tag team efforts will satisfy you in making a superior decision in car shopping. Thank you Russ Darrow Kia of Wauwatosa , I couldn’t be more happy with my decision.

I would like to thank Erin the Service Manager 🤗 for her effective communication and empathy towards the break in of my car with intent to steal. Also, thanks to Eric the Service Tech for restoring my ignition and replacing my window in a weeks time. 🤗 The lack of 1 star for my review is attributed to the multiple persons handling my case in the beginning in which all team members were not brought up to speed leading to miscommunications.

Alex was a dream to work with! Honestly pretty sad that he won’t be my service advisor as I move out of state. I was frustrated to have a check engine light on after having major work done under warranty only a few months ago. Alex has a natural energy that lifted my mood immediately. He quickly had my car checked and came back with more wonderful news that I would be having more warranty service. Free is always the best. I’m impressed with Kia and equally impressed with Alex’s commitment to keeping me up to date with info about my car service. You’re the best Alex! Thank you so much Might have to commute to see you in the future!

Great service awesome sales folks direct communication. I love my Kia forte!

4/23/21 IN RESPONSE TO YOU RUSS DARROW: My purchasing dealership most definately did go over the warranty process with us ( for the record this is NOT my 1st Kia or car that I have owned so I am quite aware of how warranty service should work). I did infact contact the dealership that i purchased my Telluride from (Bergstrom of Appleton) after I got off the 1st call with Randy as I was so upset with how that call went. Tim at Bergstram never ONCE hesitated, said we will bring you down a loaner car, pick your SUV up and then when it is done bring it back and pick up the loaner. There was no "it will cost you $35/day to rent a car + $139 Diagnostic fee that you have to sign for". Even when I mentioned that another dealership told me I had to pay / sign for that - he said absolutely NOT. I called your location 1st as you are so conveniently close to my job. Your service tech asked me things like "where did you get your oil changed & where did you purchase the vehicle from" as if to imply he might give me better service if I had done those things with your dealership. It should NOT matter where I bought my Kia from! Where I got my oil changed -- what bearing does that have on my warranty service call? NONE. As long as it was done on schedule and it was - as it is marked on my convenient KIA app that the whole world can see. That same application that says that location will pick up and delv your car for service - but when I asked about it was told " not for what you have - you have to drive it yourself or tow it in". Maybe you should be a bit more specific or a litte nicer to your customers when you speak to them. Your tech called me back and then mysteriously "had a car available - but I still would have to pay for it" but his tone was a bit nicer. During the 1st call - you had NO cars. But if i got there by noon you had a car now.. still i would have to pay..MAYBE not but didn't know that if it was deemed warranty. But i had to pay upfront for the car. NOT A FAN of your customer service or service department. By the way the SUV is fixed - Called for service on 4/19 at 730am as my check engine light is on (on my 2021 Telluride). Was told an advisor would call me back after 8am. I called back TODAY 4/20 at 815am and had the displeasure of talking to Randy in service after he placed me on hold. He was short with me the entire time. When I asked about the pickup/deliver that my Kia app says they provide, he said NOT with a check engine light. I would have to drive it myself or tow it in. The first appointment they had was April 30th (to LOOK at it). When I can I drive it for 2wks with light but you wont come get it? Well I don't know about that, but if you want to drop it off today I can get you answer Fri or Mon possibly. I said, I will need a car as I need to go to work. You will have to Enterprise we don't have any cars. I purchased my SUV in Sept and is under warranty - should I have to rent a car because the check engine light is on? I don't think I should. I also think he should speak a little nicer to people on the phone because all it did was upset me, you get what you give. POOR CUSTOMER SERVICE!!!

GREAT DEALERSHIP. We drove one and half hours from Chicago to see the car. Everything as expected and more. When arriving, the car was backed up and ready to go with gas in the tank. No added on experience packages or upsales. Our salesperson Scott was a pleasure to deal with. We have been to many other dealerships looking for cars and this one surpassed them all in customer service and sales. SUPER EXPERIENCE. Your dealership is the example of how KIA dealers should treat their customers.

These guys do not come down very willingly on price for used cars, especially when vehicles have accident history, broken front bumper, broken AC, etc. Their financial team is smoke and mirrors; they tell you one thing amd do another - please avoid Steve if you can because he kind of mean and boastful. Otherwise, the other people were fairly nice. I can't wait to ditch the car they sold me. Pro tip: do not shop for black cars at night, obvious in retrospect

Mike Duda is a good salesman. He helped us lease a K5 in Dec 2020 then helped us buy a Sportage in May 2021. Before I owned a Kia Soul and have had all maintenance and service done at Russ Darrow Kia. I’ve been very happy with all their services and help!!

I came for an oil change. I had my one year old with me and no one had their mask on correctly. Service was quick. It took a while for us to pay, no one acknowledged us for about 10 min.

I had Perez as my salesmen and he was great! Got me a super good deal on the car, wasn't too pushy with me, and super down to earth! Also finance was great too I told them I did not want any warranty plans and they were not pushy at all. They detailed my car super good also. Over all I was super happy with my experience & I hope my car lasts me super long because I'm super happy with it and I love it!

From the time we walked in the door till we walked out with our "new" used minivan we were treated with respect by a well managed team. The friendly laid back, yet, professional team won our confidence for future car purchases. David was very informational and spoke highly of the mechanics that inspect and maintain the fleet of cars at Russ Darrow. It's important to us to know when we need to service our vehicle that it will be done right. That says a lot to us when their is mutual respect between fellow team members. Someone has to make that happen and it was obvious to us that the manager, James Christy, was well respected by the team members. He answered all of our questions and concerns and even went above and beyond to gives us information to help us make our final decision. This was the first time in we have ever felt like we weren't on the defense and being outsmarted by a "salesman" who had their needs above that of the customers. When it came to financing Steve was not only personable but also professional making it less stressful when it came to signing on the dotted line. : ) The day after we felt no "Buyers Remorse" as we have in the past. We were relieved to be back on the road again. Thank you to the Russ Darrow Kia Team of Wauwatosa for making our car buying experience a good one. We'll be back again in the future and recommend friends and family to shop at your location.

I’ve been to this KIA a few times to get service done on my KIA SOUL. I’ve always been so impressed with the quality of work and how awesome the staff is. I came to get something checked out because it goes in spurts of working and not working. Of course when I brought it in it was working just fine. They tried for awhile to figure out what was causing the issue, but had no luck since it was working. I really appreciated the staff coming and telling me what was going on, and them not wanting to dig any deeper since it was working and didn’t want to cause any problems. I just went back today to get my back brakes done. I couldn’t recommend getting service done there more. Staff is welcoming and honest! Anytime I need service I’m going here. Thank you Russ Darrow for all the positive experiences.

It took a little longer than I anticipated but well worth the wait. Devonte was my salesman and he did a great job. I told him what I wanted and he got me the car and low payments I requested. I definitely recommend Russ Darrow Wauwatosa. I will be back for future purchases! Great job on awesome services guys!

I need some work done on my car for an upcoming trip. All the underbody needs replacing costing me a couple thousand dollars. I stopped in to check on the status of my vehicle and it was not ready yet. I had the work done because I’m going on a trip and the deadline for my car to be complete is up. I was a nervous wreck on how I could reschedule or make this trip happen. Shannon in the service department literally saved the day. She was patient with my frustration and helped me with other options to get me on the road. KIA has earned my customer loyalty. THANK YOU!

My experience was amazing, my car was done 30 minutes sooner than what I was quoted. Everyone single employee that I dealt with treated my with respect and complete professionalism. The waiting area is awesome, there is extremely comfortable seating, a variety of complementary drinks hot and cold, everything was really clean. In every aspect this dealership is excellent.

Good pricing on the used car we bought, but the miles posted were 28, and in reality were 9K. Took a very long time to appraise my trade-in vehicle, got a significantly lower offer for the vehicle than expected, ended up not trading. All staff were courteous. Ended up spending over 6 hours at the place, making a purchase.

Russ Darrow in Wauwatosa has wonderful customer service. They were very polite and helped to get my car fixed. They answered all my questions and made sure I understood what was going on with my car. I had to go back to the dealer. It is a car issue and not the dealership. The dealership (Dave and Brian in service) are extremely helpful and always pleasant to work with.

Yesterday was my first time getting my car from a dealership. Scott was very helpful, picking out a excellent car that I loved!! The prices at Russ Darrow are very reasonable! Excellent service! Thank you for making my first time picking out a car a great experience! I will definitely be referring my friends and family.

Service department is awful. Will travel an hour out of my way to another Russ Darrow kia just to avoid that place. Also, the service department can't keep staff. I called to check on the status of my car and they told me the previous person that was helping me, just quit. Avoid if you can.

Because I had such a great experience with my first purchase from this dealership in 2018, I decided to return. What a great choice! This time I got an even better deal than the first time and I just can't say enough about the way the staff goes out of their way to ensure you are well taken care of & receive the best deal! Once again I want to especially thank James Christy, Mike Duda, Steve Perkins, Steve Garner & Lamont Games! Great customer service guys! You would be hard-pressed to find a better team!

I called on Saturday (June 27th) to make an appointment for tomorrow (July 1st) was able to get an appointment for 8:30am. However, was off to a rocky start. I had mentioned a promotion that I had seen on the Russ Darrow Kia website for buy 3 tires get one free and that it expires on 7/31/2020. They were initially trying to tell me that promotion was no longer going on. I then said do you want me to screenshot it and send it to you. Got put on hold. Then the manager on duty got on the phone. She had said yes I see the promotion you’re talking about. Okay great. They knew what vehicle I have so the tire size should show up in their system. Was told they will have tires for my vehicle. Fast forward to today. I called today Tuesday (June 30th) asking for a quote for the services that were to be done tomorrow. Was on the phone for 15-20 minutes. Still no quote. I had said just use the cheapest tire for the quote. Kept getting transferred to different people. Person in the parts department then informed me they don’t even have my tire size in stock. I called Saturday for an appointment for Wednesday you would think they would be prepared. Nope. Mind you my appointment is for 8:30am. Don’t have tires in stock in the size my vehicle requires. Would have to wait for those to even show up. Then they could finally be put on my vehicle. I had told the last person I spoke with (Ian) I do believe was his name that I am going to cancel my appointment. No fault of his. Was told he’s new. But they seem really unorganized. Being a Kia dealership one would think they would have everything needed to fix/repair Kia’s readily on hand. Guess not. Even with not having tires there I never received a quote using the cheapest tire they’d use. I DO NOT RECOMMEND GOING TO THIS DEALERSHIP FOR SERVICE. It’s a shame too. I had purchased my vehicle with Russ Darrow too. Although not at this dealership. I’ve got to be honest I don’t see myself doing business with Russ Darrow after this fiasco.

Amazing service no matter what they will make sure you walk away with a car just for you!!

The mechanics are great when I come to get serviced, however, I have some issues. this is the second time I purchased a vehicle here. The company mislabeled vehicles as higher end models (twice), mysterious scratches appeared on my car after purchase (twice), the manager said he could not repair those scratches and I would have to make an insurance claim even though they were done on property. The sales people were very helpful in making sure the sale went through. The first time I purchased a vehicle I was told I had protections I did not have.

We did not buy our minivan from Russ Darrow Kia, but called them for service after receiving a recall notice involving our sliding doors. Since we have 4 kids, I was concerned about the recall and called right away to schedule my vehicle for service. Russ Darrow Kia was able to get me in the next day. The customer service representative I worked with asked me questions about my vehicle and shared with the service team some issues we had experienced with our van doors. They were very friendly and informative. They also fixed this an an additional recall I was not aware of while I was there. I found their waiting area clean, and well appointed. My kids loved watching the mechanics working through the large glass window. We will definitely be back when our minivan needs additional services.

I want to thank the service, my car was fixed so well and finished in amazing conditions. Something that I loved about this place is that the price was much better than other mechanics, I've found out that brigging my car here to the dealership is so much better. I don't speak English, but everytime I went there, Madison the attendant, would go anywhere to find a translator, and I mean anywhere, it makes me feel confortable knowing that she cares so much about my experience here. So, to those who have a Kia car, I recomend you take your car here, from the bottom of my heart. Es un excelente servicio y siempre dicen la verdad del daño de su vehiculo. Si no sabe ingles, alli pueden encontrar un interprese. El costo de un mecanico era mas caro que en la Kia, por lo tanto me ahorre unos dolares. Gracias Señora Mafdison por ayudarme en todo.

The Wauwatosa Russ Darrow Kia team are my favs! From the service team to the sales team. Been working with them for 3 years now and grateful for a great team of people. Shout out to Josh “The Magic Man” Revels for pulling magic (literally) to make things happen.

We will only work with Erin, she has amazing customer service! My husband and I have gotten the best service when going through her to get work done on our vehicles (both are older and have about 200,000 miles each)! Every time we've taken one in she treats us as if we were bringing in a million dollar vehicle! Thank you Erin for your dedication to customer satisfaction! :)

Absolutely horrible customer service. We dealt with the used car sales manager and he was so unfriendly, condescending and unprofessional. My daughter spent alot of money there and he wouldn't even help her when she pulled off the lot. Literally 10 minutes after buying the car. The minute she signed the papers she meant nothing. Very disappointed and would not recommend this dealer to anyone.

Pleased to learn that the noise I was hearing from the front wheels was due to worn bushings, for which the replacement was covered by warranty. The service writer was very courteous and helpful, and the lounge was comfortable. My only complaint was that the service work took 4 hours, which seemed an unreasonable amount of time to wait.

All members of the Russ Darrow Kia made the car buying experience pleasant. I needed to buy a new car due to my car being a total loss recently. I ended up with a excellent vehicle for the price! They helped me with extra deals. Also I received a copy of a book written by a person with Autism which is super awesome! I would highly recommend buying from this Russ Darrow group. Thank you for making car buying pleasant and an amazing experience.

It was my first time using a dealer to service my vehicle and it was such a great experience! Everyone was pleasant, professional, and the work on my vehicle was done within a few hours. They provided a courtesy shuttle from home to the dealership while my car was being worked on which was incredibly helpful.

Everyone was extremely friendly and got me into a vehicle I love after my one vehicle was stolen. Truly understanding of the situation, took the time to know what I wanted and never pressured me to buy. Austin, Jaylen and Lamont were extremely helpful in discussing the financing, the features on my car and making sure I was happy, following up with me to see how I like the car and if I have any questions. No other dealership has done that for me. Highly recommend coming here for your next vehicle!

Don't go here for purchasing a car. Funny thing about buying a car- should be simple but they want to play games here. I set up an appointment to test drive a car. Got there and the car was still on the sales floor. Had to wait for someone to move it. Test drove the car. Wanted to buy the car. Planned to pay cash. Salesman Sherman played games. Took forever to get a price. Made up excuses. We explained the price he offered was different than the price on their website. He went to go talk to sales manager. We left after sitting and waiting for him for way too long. It has been over an hour since we left. He has not reached out or said anything further. Clearly they are unlikely to want or need your business if you're educated and following their website prices.

Valencia was great to Work with. She listened to all my concerns and got me what I wanted. I was on the way to a different dealership and decided to stop and look at their used car inventory. She must be really great at her Job because I’m driving a brand new car today 😁

Russ Darrow Service Department quoted out two repairs for my mother one they did for the exact and the other one was done for much less because parts were minor needed just a reprogramming. I appreciate this type of honesty especially when dealing with a 88 year old woman. Great job and great communication. Well done Russ Darrow Service Department and Service writer Jermaine Lobdell

if you’re thinking of purchasing a car here SAVE YOUR SELF A TRIP !! this is the worse dealer ship I’ve ever went to. My husband and I went in to buy a car and once we signed the papers and got my credit pulled they told us every thing was ready ! The manager Steve called us into his office and added a bunch of services from the dealer ship that we didn’t ask for and he told us we had no choice but to pay for them if we wanted the car and he began to give us an attitude. We had two different people give us two different prices and wasted 2 hours of our day.

They will give you an alignment without checking your ball joints if your ball joints need to be replaced the alignment will be of no use I know because that’s what happened to me. I was charged 129.00 for the alignment but the vehicle kept pulling to the left took it back they realigned it still without checking the ball joints. I took it to another shop and had ball joints replaced the mechanic said how could Russ Darrow missed that. No problem now.

They sold me a car with a bad alternator. It wasn't disclosed on any of the paper work, test drive, or their "inspection". Bought the car on a Saturday, found out about it later that day, and called Monday. And said "there's nothing they can do". Update: Mark immediately called me back, apologized for the initial response, explained the situation, and what I could do to address this issue. Thankfully this was not a known issue prior to the sale and helped me find a solution for my alternator. He handled it in a very professional and friendly manner. Thank you for the quick response back Mark.

My mom took her car in to be serviced because she had a check engine light on. She received horrible customer service from the customer service reps not providing correct information. Furthermore, when her car was returned, there was used facemasks on the floor of her car. With COVID, that is unsanitary. Lastly, when she took her car, she had more than a half tank of gas in her car but her car was returned on empty. Even if there was test drives that needed to be done to ensure the issues was fixed, they should not have run her gas out and return it on empty. Especially with the gas prices of today. Not a good look.

So I speak to Michael Duda and he gives me a "range"(poor condition = lower, great condition = higher) of what my 2015 Honda Pilot is worth but that I would need to come in for them to check it out....makes sense. I get there and since Michael is on vacation he tells me to ask for Mitch Darrow. After talking to him and him looking over the Pilot, he offers me SIGNIFICANTLY less than the low end range that Michael gave me. This is a low mileage, 2015, Honda Pilot Special Edition that is somewhat loaded...no rust, dents and is in excellent condition and.needs no work. Mitch proceeds to tell us that the market conditions changed.....in 3 days????? Give me a break....typical car salesman. I will never recommend Michael or Russ Darrow for cars and the line of work I am in, I see and meet a lot of people looking for vehicles. Don't waste your time going there for anything unless you want to waste your time.

We were on a road trip in our 2019 Kia Niro when suddenly the hybrid system shut down and all kinds of lights came on in the dash (battery, engine, hev). Luckily we were near Russ Darrow Kia. We called ahead to Steve in the service center and despite being absolutely swamped with service work, they were able to scan our car, identify the problem and send our family in our way. No charge! Couldn't be more happy with how the Kia team worked with us and helped us. Would recommend for service and for shopping. We will certainly be back for our next car.

Did the calculator, asked about payments, was told we were not far off from what we wanted to pay. Made the drive, 120 miles for us. They told us when got there it would $1000 more down and $100 extra per month more than we said. We were told extras like simonize are standard and would have to pay for them. Very bait and switch. Will never work with them again.

Friendly people from the first step to the last step out the door. There was no pressure and went at my own pace. Although buying a car does take most of your day I would say. For my time spent at russ darrow kia the people are high quality and easy going

I was sold a Kia Sportage and of course once the sale is made that is all That matters to this particular salesman when I was given the keys my licenses plates bracket was broken because I guess this was out the this guys expertise , the car was filthy I had to take time off to come back up to have it detailed like this was the first I had ever seen but I was over it I had been there all day and I was exhausted . Getting approved for the car is the east part but I guess to know about the warranties it come with or even something as simple of how the car works you would have to read the three books in the car to know that or u tube because once u leave that desk you don’t even matter any more smh but I guess that’s the times we live in now nobody cares about your experience it’s about a dollar

Great service Josh the magic man help me out. He have excellent service and patience thank you very much I will be back next month

Had a great experience with Josh {The Magic Man} Revels he always gets the job done and won't stop until he does going back for my next trade up ❤️❤️❤️👍🏾👍🏾👍🏾 see you soon Magic Man‼️‼️‼️‼️‼️

The fine workers of Russ Darrow went out of their way to help when my vehicle battery died and I was stranded next door at the Pick n Save parking lot. They were able to jump the car and drive the short distance to the garage, diagnose exact issue and then went to find a new battery from third party location. They brought back battery, swapped it and changed oil all within a few hours with no appointment and it was quite busy. Considering this was an unscheduled and unanticipated "emergency" type service during a very busy day they managed to deliver me from the dilemma I was facing in a very reasonable amount of time. Great service! Thanks again.

Sazar was a wonderful sales person to work with, he was knowledgeable, answering all our questions and patient with us as we brought both our kids and their car seats! We only planned to test drive the Kia Carnival but after realizing it was a high demand car we ended up buying the only one in inventory that day! Rio was incredibly helpful with the financing, also explaining everything and getting us a great rate. We couldn’t be happier with our new vehicle and the purchase experience, Russ Darrow Kia has a great team and I would recommend them to anyone!

Traded in a car with negative equity, Micheal Duda the sales rep was able to help me get into a way better gas mileage car, almost 10years newer, with a car payment that was within reason. Highly recommend. Thanks again!

I highly recommend, the service was amazing and they did everything they could to get me a car and they succeeded!

Terrible experience with the service department on multiple occasions. They are rude when you walk in and rude over the phone. Customer service is a 0 out of 10

They were able to give me an appointment as soon as I needed it and they were friendly and respectful it was a 2 hour wait time but thats ok I seen they were pretty busy and the job needed on my Kia was done. They even took a 🔩 that was stuck in my tire and sealed it for free only thing they forgot to put the caps back on after filling up my tires 😄. But I strongly recommend this place. They even offer snacks, coffee or water while you wait!

Russ Darrow changed ownership, what used to be 2-3 days ahead of time to schedule an oil change is now a 3 week wait. What used to be 30 minutes in and out is now 2 hours. Letting Ryan leave and removing him from management has dropped my desire to buy another car from Russ Darrow down to none. I bought my car based 100% on the service I received in the service department. Service is no longer about the customer or providing the customer with an amazing experience to ensure they come back. Highly disappointed.

I needed service on my car and couldn’t be happier with the service department. They were prompt and professional. My car is all repaired after a fender bender and they gave me a car to use while the work was being done. I couldn’t be happier!

I'll give a shout out to the whole Kia dealership especially Micheal Duda Steven Gardner the nice lady they work hard to get me in a car love you guys

Had a great experience buying my new Kia Soul Turbo. Exactly what I was looking for and everyone was so nice. Thanks.

Great service, great car. Will definitely go back for all car needs!

This place is very unorganized!! There is always an extremely long wait for something as small as an oil change. Knowing this, I took the time to call ahead and make an appointment. After spending much time on the phone with whoever was assisting me all the dates/times she mentioned would not work for my schedule or were way too far out. I initially said I was looking for a Saturday appointment and she proceeded to name every day except Saturday’s!!! I asked for a second time if there was anything on any Saturday and she told me that they don’t do appointments on Saturday’s. So here I am on a Saturday for a walk in (under the impression that there are no appointments) and get told at the desk that Saturday is the ONLY day they make appointments and now I have been sitting here for 2+ hours for my oil to be changed.

Had an amazing group of staff helping my husband and I. Shout out to Rio, Josh(Magic) and Jerome for the incredible help and patience. We definitely appreciated the time they took with us. This is the second vehicle we have leased from this location in the past month and we will definitely work with them in the future.

Fast service. Sanitizing locations throughout the dealership. Clean lobby with charging stations. Free snacks with healthy options. Complimentary alterra coffee. Polite and friendly staff. Family friendly environment. Free zoo trips with service is my new favorite option. Will be back!

In looking for a vehicle for my daughter we ended up at Russ Darrow Kia of Wauwatosa to look at a used car they listed online. At the dealership we were introduced to Valencia and from the start she was amazing! Very friendly, knowledgeable and willing to help. After all was said and done her and Mike were able to pull everything together and get us a great car at a good price. I would highly recommend seeing Valencia if looking for a new vehicle!!

Valencia was awesome and got me set up with a new Kia Rio. Made it an easy and simple process and I walked away with a new car with a great warranty. Awesome experience for a first time new car buyer! Thanks to Valencia in sales and Steve in financing!

Very nice and knowledgeable reps. They made the environment comfortable. Mindy was my service rep and she was amazing and Kumasi was very helpful as well and had some really good tips for me since I’m thinking about trading my vehicle in, in the next 6-8 months

My Wife and I both came to David Leveritt back in 2015 about getting rid of my 2006 Chevy Cobalt and he helped us get through the process of that and now we are the proud owner's of a 2015 Kia Optima. Now recently my Wife and I went down to Russ Darrow to get the Optima ready for the trip to New York and we wanted to price the new Sedona because we have another kid on the way. David helped us not only price it but help us get a 2018 Kia Sedona Lx and we love it. We are planning on becoming the owners of this vehicle as well. We will be recommending everyone who wants a car or a van to go to Russ Darrow and speak with David. Thank you so much for making the process seem painless and truly our decision.

I just bought a used car from Russ Darrow Kia of Wauwatosa, and thoroughly enjoyed the experience. The chairs were comfortable, the staff was great, and the price on the car was incredible! The music selection was a little eclectic for my taste, but that doesn't affect the business side of things - it actually was fairly entertaining while we waited to finalize the deal. I would absolutely recommend Russ Darrow if you're in the market for a car!

Very disappointed with the lack of honesty and integrity of sales and finance team at this lot. They added three warranties on to a 2021 vehicle purchase one which can not be canceled and resulted in almost a year of payments being added to my lease. Words can not express how upset I am. I kept telling them I didn’t need the warranty and then to find out not 1 warranty but 3 totaling almost $5000. I will never return to this lot and suggest anyone reading this will reconsider.

Eric was so helpful. He took good care of my car and he was friendly. He understood that I needed my vehicle in order to work and was able to get me in and out as soon as possible. My car runs great, the technician did a wonderful job! Thank you Eric for your great customer service!!

This is my third lease with Kia and with Salesperson Mike Duda. I can’t express enough how satisfied I am every time I have had the opportunity to work with Mike on a new lease for myself. He goes above and beyond to make sure I receive exactly what I am looking for at the price I can afford. The finance process with Steve was also easy and quick. Lastly, we had a nice lady help us go over the features of my new vehicle which was helpful. Overall, everyone I worked with made my experience very enjoyable and stress free. Totally recommend seeing Mike Duda and his team if you’re looking for a new car!

The worst experience I've had at a dealership. I called yesterday to make and appointment and they scheduled me for today at 9am with Mark. We arrived about 10 minutes early and apparently Mark wasn't there yet and Mike D. started to take care of us. After taking some info he went to get the car for a test drive. He comes back 10 minutes later stating that he couldn't find the car. He shows up some time later and says they need to dig it out of the snow. After almost 40 minutes waiting, he comes and tells us that it needs a jump start and then he can have us test drive it. My husband told him that we were going to go and he says: "Why? Because of a dead battery?" He became argumentative with my husband. My husband told him that if we made an appointment the least they could've done was look for the car yesterday, clean it up, check for any issues like the car needing to be jumped and have it somewhere accessible and warm for the test drive. All he said was: "It's a valid point, it's not my fault, I'm doing my best". My husband acknowledged that it wasn't his fault because he wasn't the person we were supposed to see but it was an overall failure by dealership staff. We went straight to Ewald Kia of Oconomowoc and were able to test drive two cars after waiting just about 10 minutes, without an appointment. Ended up buying a car from them.

Austin did an awesome job working with me and getting me a car.

I have purchased 4 of my last new cars from Russ Darrow Kia. Love the 2020 Kia Telluride and the buying experience was great. However, the service department has issues. This is my second new car that I've had issues with the service department. The first was my 2015 Kia Sedona that after three years there was an issue with the engine that was covered by the warranty. After, fixing the issue the car didn't make the 15 minute ride home before oil started spewing out and the car was towed back. They returned the car after a month but it had nothing but electrical problems afterwards. I was advised by service to trade the car in soon. After being assured that any of my concerns regarding the service department would be addressed I traded the Sedona in for the Telluride. I was informed during the first oil change that the axel boot was torn but it was under warranty. I was told it would be in next week and plan to receive a call on Wednesday to schedule the appointment. I was warned that because of the torn boot, if the car started making a strange noise I should stop driving. Wednesday afternoon, I decided to call and was placed on hold. I was informed by another advisor that he looked up the part and found out that it was on back order because of covid. So now comes my next oil change in December and still no updates. I then called ahead and asked if the part was in stock since it had been 5 months. I was told that they didn't know what I was talking about. When they looked up the file it stated a special part was ordered but they did not know what part it was. When I picked up the car I was told that yes the axel boot was torn and it would be ordered. When question about the original order I was told that it had arrived and was sent back because I didn't call to schedule the repair. But I was assured that this time I would be notified when it arrived. A month later I called service and was about to be transferred to parts when I explained the situation. The advisor looked up my car and was told the part came in 2 days after my visit. He then put me on hold to verify the part was not shipped back. I then dropped off my car that Friday and was given a rental. I called after 5 hours and was told that it was not been worked on. I was then called back and informed that it would be ready next week because 3 mechanics had called in sick. So I am 6'1" and now stuck in. Kia Forte for the weekend because it would not be ready until next week. On Tuesday, I was told that the clamps broke and now it wouldn't be ready until Thursday. Sometime during this experience I spoke to the salesman who asked I document all the issues in an email. I requested that the email be forwarded to the manager who assured me that there would be no further issues with service and anyone else that would car. After a week of not receiving any contact I received this text asking to complete this survey. While typing this out I received a robo call from the general manager congratulating me on the 1 year anniversary of my Telluride and wanted to assure me that if there are any issues I should contact him. In all fairness, I am not out any money but just my time. I was actually considering purchasing a new Kia Soul for my wife from Russ Darrow but I don't know if I want to risk wasting more of my time.

I took my van there for servicing. The servixe advisor was nice and got my new tires installed in less than 2 hours. I enjoy the warm and welcoming atmosphere. Id recommend Russ Darrow Kia in Wauwatosa to anyone that owns a Kia vehicle.

Poor customer service on the Service side. Vehicle has been in their shop for 2 weeks and all we get is "we haven't heard back from corporate yet". No one seems to know what is going on, service tech working on car has been out of the shop and no one else can tell us what's going on. We just get a runaround saying "call back tomorrow". Bought Kia for the warranty, not knowing that they don't seem to stand by their products when an issue comes up. Horrible experience and won't be buying another Kia.

Worst dealership. Take advantage. Add on packages (without asking) to your new car contract. Then you pay for them.. but then you spend over a year trying to be able to use them and no one gets back to you and they give you the runaround and make you do their work for them. Extremely unorganized. Expect to call them about 20 times about one issue and every time you call them back they have no recollection of issue. When finally got car “repaired” it was not a good job and no decency to even do a car wash (even though I’m supposed to have free lifetime washes) and the hassle of not getting it fixed for a year. So many excuses and run around.

Did not have a good experience here! They were not willing to work with us on price...even though we showed them the same car online at a different dealership for a much lower price and they tried to tell us that dealership was lying about their online price. Well, they were not lying...we drove about 40 minutes and saved $4000. They were just a bunch of typical car salesman!

went to refinance today...salesman got upset when asked what was taking so long. foul language, close to yelling at me....NEVER BUY OR GO THERE AGAIN. friends and family will be notified

Great service!!! All managers were very accommodating and made sure as a customer I was very satisfied and comfortable. Isley who assisted me, felt very much so like a friend that I knew forever. I will make Kia Russ Darrow in Wauwatosa my second home. Thanks Isley and Kevin the GM was also very nice, respectful and most of all made me feel very welcomed. Thanks again you guys for your services.

BEST customer service I have ever received. Everyone there was super helpful and guided me in the right direction. They were fast, honest, and you could tell that they wanted to help you and they really wanted to get you off the lot with a car you were happy with. I worked with Valencia and she was very sweet, and very easy to get along with, which definitely made me stay to discuss more options. I wish I could rate more stars because the customer service I received was exceptional. I will definitely be back!!

I have always used to like Kia cars, but not anymore!!!! I leased a 2021 Kia Forte (brand new). After having it for 5 months the transmission blow on it!!! HOW DOES A CAR NEW WITH 6,000 MILES NEEED A NEW TRANSMISSION!!!?????? It took over two weeks to get my car back and after two months of having it back, I’m having the very same issues. I was told from the manager at Kia Dealership In Waukesha, my only option to get out of my lease is to trade it in!!!! Which would required me to trade it in at a lower value and whatever is the difference, I’ll have to pay out of pocket. Or I keep the car with all these issues!! Due to the the rental car shortage, I’m unable to get a rental vehicle. Which puts me in a difficult spot , since I work in-office everyday! I’m very disappointed with Kia and moving forwards will not longer buy/lease a car from them again.

I was EXTREMELY UNHAPPY WITH THE SERVICE I RECEIVED TODAY, 2/26/2021. I had a 3 o'clock appointment for an oil change. At 4:10 I checked to see, how much longer, I would have to wait. Well...my car had not been pulled into the service area yet.It would have been greatly appreciated, if someone, would have said to me, we're backup, it going to take longer than expected or something. Maybe, I would not be as irritated as I am. I doubt very seriously if I will return to have my car serviced again!

Russ Darrow Kia Wauwatosa: This dealership is outstanding! I have never felt more relaxed during a vehicle purchase! The general manager Kevin, sales associate Nicole, and service manager Steve are just amazing! You walk in and you are automatically made aware you are in safe hands. I can not say how pleased I was with our experience! And they found the most picky person the perfect car for the perfect price! I can not thank you all enough!! I highly recommend seeing them for your next vehicle purchase! Amazing people!

I'm mostly impressed with the customer service I received at this location from the moment I walked in the door. I arrived before the sales team and was welcome by the receptionist and then the sales team started coming in, they were wearing smiles, as well as greetings. Ken Davis stood out. He stuck up a conversation and asked me what I wanted today. I explained, and he began to assist with thorough knowledge. I felt that I wasn't prepared to buy a car and advised him I would come back in a few weeks. He would not let me leave. Not in an over-aggressive way, but let's see what we can do to help you get into a vehicle. I appreciated the care he gave me. I left there with a new car, the feeling of someone who really cares about people and the genuine giving hope to others. He helped me set the tone for the New year! Thank you Ken and your general manager.

I had a bad experience at Wauwatosa Kia made an appointment for my car for service. Made the appointment a week in advance got there and they did not have the parts told me it would take another week to get the part in. I would not recommend nor will I go back to Kia Wauwatosa.

Based on my experience, the rental car lady should be put in charge of running the dealership. She was very friendly, accommodating, and detail oriented when performing various aspects of her job. Every employee should aspire to be like her. As a side note, I am terrified if I get the slightest knick on the rental vehicle I currently have from them. She will notice it! 😆

After a bad experience at another dealership, our trip to Russ Darrow Kia of Wauwatosa was very refreshing. Everyone was so nice and welcoming. Valencia and Josh were particularly great to work with. They made the process fun and exciting, as buying a new car should be. We got the exact car we wanted for a great price and payments to fit our budget.

Staff is always friendly and courteous. That being said, I was fairly sure I had some maintenance due but the person who scheduled my appointment did not know about it and gave the impression that someone would contact me but then no one did. Also, staff in the service department missed an alert light for low tire pressure - I had forgotten to ask them to look at it and I check my tire pressure regularly so no big deal but it’s kind of annoying to look at; it would have been nice if they could have caught this and brought it to my attention.

I love it at Kia Wauwatosa!!! Iv been a customer of Russ Darrow since the year 2003. I’ve had 3 cars from them and I loved every one of them. The employees are polite and helpful . I feel like I at home every time I go and get my car serviced. They have water, tea, coffee and snacks for you while you wait. Best customer service ever!!!!!!!

The service team at Kia in Wauwatosa is fantastic! I live an hour away and happily choose them over Oshkosh which is only 20min from me. They are warm, friendly, and most of all professional and knowledgeable. I sometimes feel intimidated when I have car issues, but every service department team member I interacted with made me feel comfortable. I knew I could ask questions without the fear of being treated like I was wasting their time- though I know they are very busy. What a well-run department! Hassle-free and seamless are great ways to describe what it is like to work with them. I'm just so pleased with my experience. Thanks team!!

Went on the dealership website to schedule service on my new Telluride. The website says “Now offering free pickup and delivery...”. Then it asked if I will need a ride and if Yes, do I want a loaner. I clicked yes and it offered me time slots for my appointment. I scheduled the appt and showed up today for the appt. I was told I would get a call when my car was done. I said I reserved a loaner. I was told the loaners are first come first serve and there are none. Even though I chose on their website I needed a loaner. Then I asked about the shuttle. I was told there is no shuttle. So everything on the website was incorrect. Since I had a 2:00 meeting, I had to leave with my vehicle and was not able to get it serviced. And I guess this dealership must have an exemption from the state mask mandate.

We had been driving looking all day from dealership to dealership, from Madison to Milwaukee. We got to the dealership 5 minutes before close and Casey did a great job! He got the vehicle out that we had come to see, wasn't annoyed that we walked in just before close, and knew with the history of that particular vehicle. We took it on a test drive with him and he was courteous and helpful especially since we are not from the area. We were very pleased with everyone at the dealership and very happy with our purchase!! GREAT JOB CASEY!!

I bought my Vehicle in July 2020 and the transmission went out N March 2021. I was still covered under warranty but the communication was very bad in between the extended warranty and Kia.My car Does not drive the same. I will be looking into a trade-in... I am unhappy.

Worked with Mike and he was able to take me and my girlfriend from a 2001 toyota camry with expired plates, a failing engine, terrible breaks and a lot of outer damage to a 2020 Kia Rio with low interest and decent payments! definitely worth going and very glad to work with them!

I got a oil change today. Service was fast and staff were friendly. I love how they keep you informed of the process and update you on anything that's going on with you vehicle. Definitely will be returning. You guys did an amazing job!!

Prompt and friendly service with a smile.This was my first time at the dealership and was very surprised at the calmness with which they were handling all various needs of clients. They had extra facemasks for clients and a hand sanitizer station which was really good.There was spacing around and most customers were their masks with the 6feet spacing adhered to for the most part. Very good experience overall and would highly recommend.

Although I gave a 5 star not everything was 100%. I was completely happy with the fact that i got a new engine under warranty. However it was just short of 3 months that my car was there. What was the most upsetting thing was that i had a coupon to have the car detailed from that location(the coupon). I was told that they did not do detailing there. They send them out. I wanted this done as my car sat there for 3months. So when I finally pick it up I mentioned to the advisor that I was going to get it detailed. And he said oh well we are about 2-3minths out for that. I said oh because you send them out? Oh no we do it right here is about $150 unless you have a coupon. So the car was there I had a coupon and I still have to be without a car to get this done elsewhere. Very annoying.

I'm new to Wisconsin, and felt very welcomed and comfortable at you service department. You will be my new service location for my Kia Soul. My service tech was very help and explained everything to me. He is very professional and efficient. I'm sorry I don't remember his name, but I'm sure can connect this eval with him. I love that you wash and vacuum the car. You provide excellent service. Thank you.

I dropped my car off at 8am and I was not pulling out of the parking lot until 5 pm. Within the amount of time my vehicle was there I was only updated once. When I was notified I could pick my vehicle up it was not ready for me and then I had to wait even longer when I pointed out that they didn’t even replace one of the headlights I asked them too. My car was there all day and it was only to diagnose the problem and replace 2 headlights. The fact that it took this long is absurd. I had to call the dealership twice myself in order to figure out what was going on. It was a headache to say the least.

I brought my Kia Soul to this location with total engine failure. As someone whose primary income relies on their car, this was devastating for me. Recognizing this, the staff went above and beyond to help me figure out my options and communicate every step of the way. I know very little about cars, and both Aaron and Ryan (I believe those are their names) were extremely patient in helping to break things down for me. Furthermore, they did everything they could to get me into a temporary vehicle and invested extra time to ensure my car got the help it needed. I left with a very positive impression of this store’s service department and would recommend it to anyone. I cannot speak to the sales side of things, but after this experience I feel inclined to give things a try and will likely shop here for my next vehicle.

Sherman is very helpful and informative whenever I’ve been in to get services. Michael Duda is a very good, helpful, persistent sales man that really went above and beyond to make sure myself and my family included were taken care of while at Kia. The GM Kevin is an exceptional man who also went and above and beyond for myself and my family as well. Joe was also a very good shuttle driver and took good care of us. I’ve been going to this Kia for a few years now and would highly recommend anyone interested in getting a new or used car or even getting exceptional service to go here as well! Thank you guys for all you do and always making sure your customers are taken care of...I appreciate you always going above and beyond!

From the moment I got out of my car and stressed I was looking for a larger vehicle, Michael (salesman) and the finance department did a great job! They believed in us and got us our vehicle! They worked with getting us a great rate despite our credit being a little tarnished. They were a team that I will definitely be working with again!

My experience with Russ Darrow Kia Wauwatosa was PERFECTION! I love my 2021 Seltos! The attention to detail and enthusiasm from Mitchell throughout the process made it so much more fun and exciting! Thank you Mitchell and team for everything! Highly recommend!!!!!!

Kumasi was very patient with my grandmother and I on the search for our vehicles and was friendly and upbeat the entire time! He was prompt with communication and made the experience warming and comfortable to say the least. He persuaded me to get a 2021 Kia Forte and I absolutely love it! This was about the fourth dealership I’d been to in my car search but the service here was definitely top notch! Russ Darrow Kia of Wauwatosa has such a vibrant and welcoming aura and Kumasi helps further exemplify that. I definitely recommend!

Russ Darrow Kia had a 2020 Kia Rio stickered as a new car, but was actually used with 7100 miles. The legally required Buyer's Guide sticker was never on the car during the 4 weeks I was considering the car for purchase. Didn't find this out till price negotiations began. They also sent the registration application to the DMV with fraudulent mileage. Stated the car had 10 miles at the time of sale, not 7100. Being a second time customer, I was expecting more integrity. Will let my next 12000 rideshare customers hear all about it.