Russ Darrow Collision Center of Madison

My Experience - 5.0/5.0 -

Great job! Car looks like new:)

Likely to Recommend - 4.0/5.0 -

I personally liked them a lot! Better than others we have dealt with over the years!

Repair Quality - 4.0/5.0 -

Russ Darrow did a good job and looks new and handled the insurance side well but there is a bit of squeaking/brake issue and tightness of the wheel since getting back! Nice facility though and pickup was easy!

Customer Service - 4.5/5.0

Returned Clean

Likely to Recommend - 0.5/5.0

Repair Quality - 0.5/5.0 -

Service was very slow and the representative was rude.

Customer Service - 0.5/5.0 -

Poor. Very Poor.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 2.5/5.0 -

There aren’t many collision repair places in Madison, so the choices are limited.

Repair Quality - 5.0/5.0 -

My Jeep looks brand new again.

Customer Service - 3.0/5.0 -

I was very frustrated with not receiving calls back after I called and left many messages. I just wanted to know the status on when my jeep would be done and how long I would need a rental car which I had to pay for out of pocket.

Likely to Recommend - 0.5/5.0 -

Numerous complaints here as already stated. I had to have a Honda dealer evaluate warning lights that came on immediately after the repair at an additional personal cost as the russ darrow shop did not know what was going on.

Repair Quality - 0.5/5.0 -

Several issues included delayed repair, unprofessional repair, warning lights and disfunction of normal vehicle systems post repair.

Customer Service - 2.5/5.0 -

Generally the front office staff were friendly but my concerns were not fully addressed and one of the mechanics was rude to me.

Returned Clean

My Experience - 5.0/5.0 -

The repair looks great and the service also was great. Allen

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

Score of 10

Returned Clean

My Experience - 5.0/5.0 -

Everyone I talked to, especially Len, were SO nice. They always gave me updates on how my car was doing and made the process super easy. My car also looks so good. I would recommend Russ Darrow's collision center to anyone looking for body work.

Likely to Recommend - 5.0/5.0 -

I already told a few of my friends who are looking to get dents repaired to get a quote at Russ Darrow!

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

Len and Wendy were so helpful and friendly. They're the best!

Returned Clean

Likely to Recommend - 2.5/5.0

Repair Quality - 4.0/5.0 -

Overall, the repair looks good. There is one spot on the upper portion of the hood/bumper (above the grill), that still has scratches related to the deer collision, though these appear minor.

Customer Service - 2.0/5.0 -

I feel that the repair looks good. I felt that the communication was poor regarding the repair. I never received a phone call when my car arrived- I had to call to find out it was there. Then received one phone call to get my email address so I could sign paperwork to allow for repair. The meaning of the paperwork was never verbally provided and I had to call back with questions. Then over the next 2-3 weeks I never received and update unless I called to see when or how long repairs were going to take. The lack of communication was disappointing. Thankful to have my car back and thankful they cleaned it nicely and that the repairs appear to have been well done.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 2.5/5.0 -

5 because it's hard getting a hold of the department if you have general questions that the main line cannot answer and then they don't call to follow up with you. You have to request call backs through the receptionist line/operator.

Repair Quality - 5.0/5.0 -

completely satisfied, thank you!

Customer Service - 1.5/5.0 -

Could have been better. Kelly Sindt upon arriving at the cashier's office, said anything that the service department does may not be covered by my insurance because they had to cut out some keys after auto body reprogrammed the system. My car was stolen and I spoke with Brandon my claims adjuster and he said this would have been something to prevent the auto-theft so it would have been covered. I told Kelly that the driving clutch needed to be replaced because of the incident and I had asked her why couldn't they communicated this over to my insurance. Kelly just simply said they are not the ones who are supposed to be in touch with my insurance. But anywho, the authorizations were sent and will get processed. I just really wish she could have at least been a little better with the customer service experience I had.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Great job

Customer Service - 4.0/5.0 -

Not giving a 10 because I was without a car for a week. All that was being swapped was some plastic stuff. Could have had my car until parts arrived and then brought it in for the repair

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Car repair was done and looks great! Car was cleaned and detailed and looked great when I picked it up.

Customer Service - 5.0/5.0 -

Very polite and friendly staff.

Returned Clean

My Experience - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 3.5/5.0

Repair Quality - 3.5/5.0 -

everything wasn't completed, communication poor,

Customer Service - 3.0/5.0 -

oil change said it would be handled when I dropped off and it wasn't. I had to remind on the last day. I called on Thursday and left message and no response. i had to call again on Friday and they said it would be done that day and I asked about oil change and they had forgotten that

Returned Clean

Likely to Recommend - 2.5/5.0

Repair Quality - 3.5/5.0 -

Communication was lacking throughout the process. If I hadn’t been proactive, I would have known nothing about changes as to when the vehicle would have been done.

Customer Service - 3.0/5.0 -

The text notifications were useless, and the phone system took a long time to get to a person who could answer my questions.

Likely to Recommend - 0.5/5.0 -

I wouldn’t send my enemy to this dealership

Repair Quality - 2.5/5.0 -

Took almost six months to get our car back. Listened to people tell me it was in paint for almost a month. Very disappointed with the dealership.

Customer Service - 0.5/5.0 -

Took almost six months to get car repaired. For parts on back order, to wrong parts sent, to correct parts sent to wrong dealer, to over three weeks in paint. This repair was a cluster.

Likely to Recommend - 4.5/5.0

Repair Quality - 5.0/5.0 -

Tailgate came out great.

Customer Service - 4.5/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Car looks just like how I bought it very satisfied

Customer Service - 5.0/5.0

Returned Clean