Russ Darrow Collision Center of Madison

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Josh was awesome in service. He scheduled everything in a timely manner and gave frequent updates.

Customer Service - 5.0/5.0

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 -

Not much competition in the local area for certified Mazda groups, but if there was I'd give them a try.

Repair Quality - 4.0/5.0 -

Quality of repair was good, there are random screws left in the car.

Customer Service - 1.5/5.0 -

Staff were polite when speaking to them, but over a dozen times i was promised a follow up call or email and it never came. There is zero follow up communication or answers to questions unless it directly serves their interest.

Returned Clean

Likely to Recommend - 0.5/5.0 -

The staff was very helpful and nice when I was getting the estimate, but as soon as I went to drop off my vehicle for repairs, they could care less about me. Obviously they just wanted my money, but no future referrals.

Repair Quality - 1.5/5.0 -

No one gave me an update on the repairs. I was just told to present to the cashier. I wasn't informed that there was a charge to use a credit card. There are still scruff marks on the top of my car. The whole experience was very poor!

Customer Service - 1.5/5.0 -

Very little information and very poor communication!

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

My Experience - 0.0/5.0 -

Took to long did a bad job.!.!

Likely to Recommend - 4.0/5.0 -

I generally don’t recommend things like that to friends, but if someone asked me I would tell them about my experience

Repair Quality - 5.0/5.0

Customer Service - 4.5/5.0

Likely to Recommend - 2.0/5.0

Repair Quality - 0.5/5.0 -

The bumper is still not attached to the front of my car and there is still a loud noise coming from underneath my car - they fixed nothing.

Customer Service - 2.5/5.0 -

The service manager at least gave me a rental car while they worked on it - I had to beg for it though

Returned Clean

Likely to Recommend - 3.0/5.0

Repair Quality - 3.5/5.0 -

It looks great but still have some rattling, which I left a message in regards to & have yet to receive a call back a week later. Also still waiting on a hitch cover.

Customer Service - 3.5/5.0 -

The customer service from Wendy & Josh was great but frustrated with no one returning my call regarding issues.

Returned Clean

Likely to Recommend - 4.0/5.0

Repair Quality - 2.5/5.0 -

The car was fine outside but it took a month a 10 days to repair and when they called me for picking up the car the car didn’t want to start. Is something with the starter and then I had to call again to make an appointment and they give me the appointment for Thursday after I pick up the car in Friday. I’m in a rental vehicle and I had to pay extra like 3 weeks.

Customer Service - 3.5/5.0 -

Is good I just wish that they didn’t give me the car like that cause it doesn’t start.

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 - 2.0/5.0 -

nice people, good work, crappy communication

Repair Quality - 5.0/5.0

Customer Service - 1.0/5.0 -

staff were very friendly but did not ever call with an update in 7 weeks of having the van. i absolutely understand that supply is difficult these days, staffing is low and you are just busy in general….please please make a better effort to call customers with an update when things are taking many weeks.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

Joshua Haskins handled my claim from start to finish. He was professional and courteous, accurate with wait times and pricing. Excellent guest service!

Returned Clean

Likely to Recommend - 3.5/5.0

Repair Quality - 4.5/5.0

Customer Service - 3.5/5.0 -

Did not provide an accurate time within which the vehicle would be ready for pickup.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Car was totaled. Body shop help invaluable.

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 0.5/5.0 -

I regret bringing my car there. I also had two negative experiences in that store previously when I was car shopping. I would buy another Kia, but I’m not sure it would be through RD or any dealership, now.

Repair Quality - 2.0/5.0 -

I found a 5” scratch and 1” dent on the passenger door that wasn’t there before my accident. Either other deer I hit nicked the car further back and it was missed, or it was dinged while it was at RD for 6 wks. I’ve tried stopping by to speak with Jamie and was in touch with Wendy numerous times, asking Jamie to call me about this, and never heard back from him. The other work they did appears good, though the car feels out of alignment. Throughout the time they had my car, i could not get calls returned, and I’d have to call and call again. I think this is very unprofessional. And now they are ignoring my concern about the additional damage found.

Customer Service - 0.5/5.0 -

See previous comment— lack of communication. Unwillingness to address my concern.

Returned Clean

Likely to Recommend - 3.5/5.0

Repair Quality - 4.5/5.0

Customer Service - 2.5/5.0

Returned Clean

Likely to Recommend - 4.0/5.0

Repair Quality - 4.0/5.0 -

I was satisfied.

Customer Service - 4.0/5.0

Returned Clean

Likely to Recommend - 0.5/5.0

Repair Quality - 3.5/5.0 -

Unfortunately, the poor customer service diminished the quality of the repairs which were good.

Customer Service - 0.5/5.0 -

The overall customer service experience was sorely lacking in professionalism. The quality of customer service was subpar. I was told that my repairs would take about two weeks but when I called to verify the pick-up time, I was informed that a major part was delivered damaged. However, when I called the next day to get more information, I was told that none of the parts had been ordered and the manager had the unmitigated gall to complained to me that his staff had failed to order the parts. I was then told that the parts would arrive in a week. Again, I called them to check on the status. Again, no parts and another delay. This cycle of me calling and them giving me misinformation about which parts arrived/didn't arrive/need to re-order lasted for nearly four weeks. The customer service was absolutely horrible and the worst that I have ever experienced in the service sector.

Returned Clean

Likely to Recommend - 1.5/5.0 -

because of poor communication

Repair Quality - 4.0/5.0 -

this comment reflects overall experience: it is uncomfortable writing a poor review. I called Wendy the day after I picked up my truck. I have not gotten a call back. that has been the theme throughout - no proactive communication even though they tell the customer they will communicate each step of the way. because they didn't contact me I had to call them at least 4 times through a repair that was quoted to take 4 days and took over 1/2 month. it appears the repair workmanship is good, I do think the step alignment on the driver side is different than the passenger (original). also I was told after market part was used due to supply issues, but I have not been provided manufacturers info or warranty info. Lastly I was never informed in advance that paying with my credit card would result in a fee. when at pickup I was required and they said "its posted". a lot of good that does knce the customer is there with only a credit card. happy to discuss the entire experience if someone wants to call me 608.216.4001.

Customer Service - 1.5/5.0 -

see first comment box

Returned Clean