Russ Darrow Kia of Madison Service Center

Valerie Henderson

★☆☆☆☆

Edited 2 years ago

My car was stolen. That in itself was a traumatic experience, but it happens. What I didn’t expect was the disregard that occurred with the repair agency that was paid directly by my insurance who also requested repairs. At least two workers were rude. My insurance paid for a deep cleaning and we didn’t receive one. While standing outside at the dealership, the worker claimed that they provided me with a curtesy cleanse which only included vacuuming. When inquired about a deep cleaning, he told me it would take at least another two weeks without my vehicle. They had it for more than a month. Got my car after it was sitting outside for who knows how long and it only had enough gas for four miles. I’m pretty certain all the work requested by the insurance agency wasn’t completed. I called to complain and none of the mangers called back. I will file a complaint. Update: Once a manager called me back, he agreed to provide me the service that our insurance company had already paid for, if I amended my Google critique. So, now I’m giving them one star because they clearly only care about what we write on Google and not the actual service paid for.

Theresa Garrett

★★☆☆☆

Edited 10 months ago

Once again not everything was completely hooked back up on my car, under the hood. Last time it was my power steering that wasnt hooked back up and after driving 70 miles, my car wasn't steering right. This time it was 2 different hoses that werent hooked back up. I took photos so will include them. I now know to look under my hood each time I bring my car in, to make sure the mechanic has completed his job. I also didnt get my free car wash, after spending over $600.00 to get my car fixed.

Dan Jackson

★★★★★

2 years ago

Doug King is the best service writer there. I don’t know what this guy is going paid but it should be more. I purchased a Kia Carnival during COVID from an out of state dealer as no one locally had one. I have since brought my car exclusively to Russ Darrow and it has been trying to say the least. Every oil change they forget to reset the dash. I had a rim that clearly had clear coat paint pealing. Every visit since the first the problem went ignored. The whole thing has become quite comical as my car say it is 10s of thousands of miles past due for an oil change and every person I talk to seem to have never heard of the rim problem. Honestly I would have given this dealership a one star if it wasn’t for Doug who actually took action. For the first time ever some one reset the oil warning and now not one but three rims have clear paint pealing and Doug started the process of repair. I don’t know if they will ever be fixed but at least the dealer ship has acknowledged the problem.This 5 star review is for Doug! Car has less than 30k miles on it at time of review

Parth Bhatt

★★★★★

11 months ago

Amazing experience, it was my first time servicing here and Joe did a fantastic job of taking care of everything! They truly stand by on the top rated dealer label, will come back here in future! Highly recommend it if you are thinking of a place for your KIA!

David broadfoot

★★★★★

a year ago

Eric in the Service department is outstanding to work with. We were in a difficult situation and had a major repair needed with our vehicle that was not covered under the extended warranty we purchased. Eric really went the extra mile and even called the extended warranty company to clarify their coverage before giving us an update and then keep us updated on the status and helped us to navigate the repair process. I felt he really was looking out for our best interests as well as providing straight forward guidance on the realities we were facing. Russ Darrow you have a great employee and be sure to recognize his contributions to your organization!

Lynne Jewell

★★★★★

a year ago

I told the employees at the desk this when I left : I was very impressed with efficiency of the service department and while they were very busy the day I was in , they still got my work completed and then some. And they had outstanding personalities. You can fake nice and polite but , You can’t fake a caring personality. The facility was clean and many small things that make the wait easier in the waiting area. All said a 5 out of 5 stars Great job people and everyone behind the scenes Lynne Jewell 👍

Eric Sherwood

★★★★★

Edited a year ago

I work in Madison but live near Rockford and found it’s much easier to have my car serviced near work, generally takes about an hour. All my previous services were fantastic! This one was more expensive than the others, I did ask for a potential transmission issue to be looked at which it did get test driven for though. Any dealer is more expensive and I gladly pay more for great service and a car wash. I unfortunately did not get a wash even though I was asked if I’d like it it to be, to which I said yes. That’s kind of a bummer

Janet Holtz

★★☆☆☆

a year ago

I have previously felt taken care of, this time my car was there for two and a half days for 3 “lengthy” recalls, oil change, new tires and brake inspection. I had to call Will 4 times to check on progress/cost and if brakes would be needed. Then when I finally picked up my car, amount of bill was $12.00 more than what I Will quoted and saw on my inspection list that it was recommended I get new windshield wipers! This should have been communicated and with Will seeing me an acknowledgment of me picking up my car, that was not bothered to be washed either, disappointing. Over an $800.00 bill, my car could have been cleaned and I could have been thanked for being a customer by the service department attendee that “helped” me.

Seve Heyz

★★★★★

a year ago

I have to say in general I'm not a fan of dealers for car service. But I went to Kia in Madison and it was a completely positive experience. I was offered a complimentary ride back home which really helped me because I had something else to attend to. The work was done quickly and there were no unexpected surprises. Everyone was professional and courteous. So I would highly recommend this dealer to anyone looking for auto services.

The Froggy One

★★★★☆

a year ago

Work is done professionally, and very well. Good considering it’s a Kia service shop. Some of the fees and “part costs” are way higher than a place a ma and pa shop would charge, however. A couple examples include a diagnostic that cost me $90. Most smaller shops either do it for free or for very little cost. (I understand it being a Kia dealership that a diagnostic fee exists, but $90 seems like a bit much to me). I also had a single spark plug cost me $25 not including the labor fee, which is more than double the cost at a parts shop such as autozone or a small business shop. I know going to a Kia service center, or any auto brand’s device centers, would be more expensive. I just feel it’s a bit more than some people would want to pay for even a fully professional job. The people assisting me were great, and very friendly, which at least makes the experience a lot better. They are transparent about everything and always showed the me all of the options on the table.

Drew Gonzales

★★★★★

Edited a year ago

I've been taking my car to Russ Darrow Kia for years, and I've always been impressed with the exceptional service I receive! Their team is friendly, knowledgeable, and efficient. They always go above and beyond to ensure my car is running smoothly and safely. From routine maintenance to unexpected repairs, they've consistently done a great job. I trust them completely with my vehicle and appreciate the peace of mind that comes with knowing my car is in good hands. The entire team at Russ Darrow Kia is top-notch, and I highly recommend them to anyone looking for a reliable and trustworthy dealership. Keep up the fantastic work, and thank you for always taking care of my car

Angie Lind

★★★☆☆

a year ago

I had never been to the Russ Darrow Serice Center before. After walking through the marked Service Center door there was no direction on where I should go next as I walked into the area where the mechanics do the work. After making eye contact with two people who clearly worked for Russ Darrow and no offer to help, I approached the mechanic who was able to point me in the right direction. Inside of the service check-in area it looked pretty run down with four people sitting at the counter. Again I was not greeted as I would have expected but instead waited for direction. There was an employee that was taking a personal call from their cell phone as well as watching something on her phone after her call - seems unprofessional. Once I was called forward it went much better. The waiting area was clean and comfortable and I only had to wait 20-30 mins vs the hour that I was told. The check-out/payment process was seamless and I was on my way.

Kalli Roeser

★☆☆☆☆

a year ago

DO NOT GO HERE. This place is rotten. I took my car in for hail damage since it is on a lease through Russ Darrow, and they took 6 weeks to get back to me with an estimate, after I had called and left multiple messages to get them to answer me. I finally got my car in, and they held it for 7 weeks to repair it, when they told me 3-4 weeks. I also had to be the go between for them and my car insurance agency because the customer service was incompetent. Then, when I got the car back, there were so many scratches and dings and putty left on it, all over the place!!! No quality control whatsoever. I contacted them AGAIN, and had to take my car BACK in to have them redo and keep my car for a week. Now, 3 months later, the putty that they put on my car to "fix the damage" is bubbling up and I am going to have to take it back in to get fixed. I would never recommend this place to even my worst enemy. I would give them 0 stars if I could. They were a huge disappointment, and I am extremely upset with the way my car and I were treated at this place. They should go out of business.

Beverly

★★★★☆

a year ago

I was very disappointed in having to wait 3 days before I got my car back. I know this Kia dealer was busy, but a daily call about the status on my car would have been nice. They did provide a Lyft ride home, but the driver did not speak or understand English! This made me feel very uncomfortable. I have always brought my car to the Kia dealer for service and received good care, but this last time was very stressful for me.

Connie Pieper

★★★★★

Edited a year ago

I picked up a nail and punctured my tire. While other service shops would not fit me in, they got me in that Saturday, plugged the tire with no charge and washed my car before I left. Joe, in service, was awesome, and my sales person, Tony, always makes sure I'm taken care of! Happy Holidays Russ Darrow KIA!!

Sheila Buchholtz

★★★★★

Edited a year ago

I was a little frustrated because they told me it would be a couple hours and after 4.5 hours I called, they told me they would check and call me back which they never did. I ended up going back to check and it was sitting outside done. I live over an hour away so it was very irritating when it took so long. Also, there was a recall and they said mine was fine so they didn't fix it. I have always been under the impression that if a recall was on your vehicle it didn't matter if I was having trouble with it, it was to be fixed.

Shelley Lewis

★★★★☆

a year ago

I have not had any problems when I've had to bring my car in for work. The employes are nice and they fix what need fixing. If I need any other work done they will come and let me know. They will ask if I want it done now or later. So far so good. Thank you