Under normal circumstances (not during pandemic) Im sure things would have been better as far as having a loaner/rental available and parts not taking as long to arrive, but the reason for the low rating is for the lack of communication from dealership/service team. I was always the one calling to find out any updates. Even though they said they would call me they never did. I was always the one calling them. Also was disappointed that once I picked up my vehicle that they had for a month. They didnt even give it a wash. Expected the courtesy of at least a wash after having me car for so long.

Waukesha Kia performed service on my Seltos. Oil change, tire rotation and a recall item. The employees were helpful and professional. My car was finished in a timely manner. I received a call upon completion and the gentleman brought me to the cashier and retrieved my car. Great customer service!

I lost one of my keys for my car, I called Russ Darrow, they ordered a new key for me. I made an appointment to come in and have it programmed. I wasnt there for maybe 15 minutes and they came to tell me it was all done. I was amazed! Plus they washed my car! We bought both our Kias at Russ Darrow, and have always had excellent service! Wouldnt go anywhere else.

I took my Kia in for a factory recall yesterday. They did the normal checks of the vehicle and told me I needed 4 additional things done. I expected that and agreed to have them do one of the four. They did the factory update and the service that I agreed to. Everything was good until I picked the vehicle up and went to pay for the service. I gave the cashier my credit card and he informed me that there would be an additional 3.5% charged because I was using a credit card. I asked why that was and he referred me to a sign on the door. Apparently they are experiencing additional cost on credit cards and are passing this on to the customer. What store that you go to does this? It would have been nice if they had informed me of this charge before I came to pay. I could not go to the bank to get cash without my car. If you use credit cards, you can plan on paying an extra 3.5% for the service. Very deceptive IMO.

Brandon and Kenny made finding and buying my car a great experience. They weren’t pushy at all. They wanted to make sure I got into the right car for me, and they worked hard to make sure it happened at a price that would fit my budget.

Excellent service. Super friendly staff. Took my car in for an oil change. Received an inspection video of my car (very cool to see) and fluid levels topped off free of charge! Definitely recommend!

Not too happy with our last visit. Less than a month after buying our car the oil light comes on, alerting us to add oil. After a two week wait our vehicle was inspected and the service department could find nothing wrong. Wasted a free oil change (well before service was due) just to err on the side of caution. A month later, the light comes on again and we have to add more oil. Another two week wait and our car is serviced again. This time they want to do a test but they need to start with another oil change, using our second free oil change, 1000 miles before it’s due. We were told there hasn’t been a recall related to the amount of oil the car is eating. However, search online and several articles reveal that a Kia will start to guzzle more and more oil at 60,000 miles. If the oil was changed before we bought it, there’s no logical reason why we should be having to add oil after a few weeks. This leads to their multi-point inspection that was done at the service appointment today which revealed a coolant and transmission flush require immediate attention. We bought the car on the cusp of 92000 miles and this should have been done at the 90000 mile mark as recommended by the manufacturer. Another customer that was waiting overheard my conversation with the service department and said she was experiencing the same thing with her Kia. Very disappointing. Buyer beware.

Eric my service writer was polite, professional, and just a good reasonable guy. The issue with our van was diagnosed while I waited in the waiting room. They also had video of the inspection sent to my phone so I could see what needed work. I felt the service visit went very well.

I drove 1.5hr from Chicago to test drive an Audi TT. When arrived, I found the car to have the GM items still in the trunk, but I liked the car and was interested to purchase. Prior to coming, there sale manager email me the price of 33k. Upon time to start the sale, the GM change the price to 35k and said “I know what I have”.I walked straight out. Shady business practice. Save your time and stay far away!

Friendly straight forward staff that explain everything to you without beating around the bush.

Excellent customer service provided by Wally in sales and Jonathan in Finance. Never felt intimidated. They answered all my questions and Wally was very knowledgeable of my Kia Soul. Would recommend this dealership as an excellent place to buy a car/truck. The process was very easy. 😁

Great experience! Friendly service! All the staff are extremely helpful and accommodating! It definitely Takes awhile, oh much time needed but a full inspection report is what you get!

Dennis Cardinal went above and beyond meeting my needs for a new car. I felt very welcomed and assured that I made a good decision. My fifth car and never disappointed from Russ Darrow and Dennis.

Great maintenance service on my Kia Soul. Kept me informed, great shuttle service, etc.

Amazing service and amazing prices. Kenny made the whole process so easy and great. I would definitely buy from there again!

The whole experience was quick, easy & couldn’t have been better. Don ensured everything was accounted for and we will definitely be going back in the future!

Dennis is the best! Super friendly and easy to work with. Would absolutely recommend this place. If you need a car this is a great place to go!

Straight shooters, no BS, good work! I highly recommend. Great people too. Randy says so. Thanks to Eric and Don

I had a phenomenal experience here, the employees are very politeful, helpful, and honest. Especially Katie who helped us the most did a wonderful job and also has a great personality, so I recommend her if anyone is going to look for a car there. I bought my very first car here and absolutely love it. To anyone reading this, trust me you wont regret buying a car here.

We enjoyed our salesman, he was friendly and felt he was very knowledgeable.He also informed us of the warranty that was included and the extra charges if any, with us understanding fully.I would definitely go back for another car when needed.

Best service I have had at Kia dealerships. Eric did a great job explaining things but keeping it down to earth. Thank you for a great experience!

I was in and out quickly with some recall work done. They were very helpfull and clear on what was going on. I would return any time.

Great customer service. Very organized and quick sale. They were able to work with our circumstances without issues. Would definitely recommend this dealership to anyone looking for a new car.

Horrible service experience. This is the second time after having an oil change it leaks all over my driveway because the tech didnt tighten the drain plug and the time before that they didnt tighten the skid plate which just about ripped off my vehicle while driving to work. Beyond disappointing!!!

Took great care of my vehicle for service. Really liked the video walkthrough of the inspection sent to my phone

Absolutely recommend going to this dealership!We stopped there yesterday with many questions about the new Kia Sorento and were met with every answer we needed. Kenny was incredibly helpful and not pushy at all. I felt like he really listened to us and went above and beyond to give us the information we wanted and extra information we wouldn’t have even thought of! The customer service at this location is unmatched! From the General Manager, to the New Car Manager, and then even to finance— everybody was so great to work with! We felt welcomed, and never like we were being rushed into anything (which is huge when buying a car). We’re very impressed and happy with our vehicle purchase and will brag on this dealership whenever the car buying conversations arise. Thank you Kenny! And thank you Russ Darrow Kia of Waukesha!

Always professional and efficient! Thanks Eric and Austin for getting me in and out in a timely matter!

The service associate was very thorough in reviewing during the service the various steps and checks to be performed on my vehicle. My vehicle was serviced much faster than I expected. The service associate then reviewed everything that was done or checked on my vehicle. I paid my balance and was on my way!I’ve dealt with various car dealerships before, on both maintenance and major repairs. My experience today was A+++ outstanding from beginning to end. I rarely write this about an automotive service experience: I am actually looking forward to going back!!! A+++!

I recently had bought a car from a smaller dealership and after numerous repairs and being broken down on the side of the road, I was starting from scratch with a small budget. Russ Darrow didn’t have anything in my price range when I first stopped, but took my information. They called me within 20 minutes of leaving saying they would be willing to help me out on a car they received as a trade. The fact that they went above and beyond put my faith back in dealerships. They said, “ When you make it big, always remember the little people.” My budget was little, but they worked big to help me. Will 100% go there for my next car!

The Service advisor was extremely courteous.Wait time was more than an hour, but l was advised that it was because my name was not yet in their computer system. Will leave another review in approximately 3000 miles.

Literally could not be MORE HAPPY. The best dealership experience I’ve ever had. Katie was the best, most helpful, and so knowledgeable during the entire process.

Xavier was wonderful to work with and made the car buying process fun and easy! He made sure I felt confident during each part of the process and I left with a great deal and a new car. Worth the drive from Madison!

They were very helpful and friendly, explained everything to me in detail

My 2011 Kia Soul has a few miles on it, so wanted a tire rotation plus multi-point inspection to make sure everything was OK :) Made an appointment last night for this morning, so A-plus on availability for starters! Chuck was my service tech and couldnt have been nicer. This Kia service shop records a VIDEO of your car as they run through the checkpoints, and they text it to you while you wait! Very impressed. I felt like they were super straightforward and honest, relaying all that was fine and not in need of repair or maintenance, but recommending 2 services based on what they found that seem totally reasonable to me based on my high mileage (transmission flush and fuel injection cleaning). Pricing seems good, too, and I was able to use an online coupon from their dealer website for the tire rotation today. They also washed my car, which I LOVE that Kia does. I left with peace of mind that the underbody of the car was in good shape, since they inspected suspension and steering, along with everything else. Everyone here was very kind and professional. Definitely recommend!

Courteous and prompt service. Well done!

Great customer service. Shuttle ride home while car was being serviced. Video of inspection and inspection report texted in a timely manor. I recommend this dealer for service.

It was a wonderful experience working with Jeffrey and the Kia staff. We definitely would go back again.

My car engine needed to be replaced, I got my car towed here and the mechanic was so friendly, patient, and communicative! I was so grateful because as someone who doesn’t know anything about cars I had a lot of questions and needed things explained. He worked very hard to prove I was taking care of my hard and worked with me! I am very grateful for Chuck! He needs a raise!!!!

Shady business. I was about to buy a car and I confirmed with the manager that they would hold the car until after the weekend when I would be able to get the check from the bank as long as the bank called them to confirm that I was approved for the loan. I called my bank twice to make sure they let the dealership know I was approved, and the next day the dealership went behind my back and sold the car. Like pretty much every dealership you are their last concern, profit always comes first above the customer but to lie to your customer and go and sell the car behind their back is just incredibly low. I would never recommend anyone to Kia of Waukesha after this, ever.Response/Update:Brandon, yes, they held the car for 48 hours, thats what the $500 down deposit was for. When the bank told me I would be getting the check after the weekend I called and talked to a manager named John. John told me if I had my bank contact the dealership to tell them I was approved for the loan they would hold it until I received the check, and then the next day the dealership sold it. So no, this was not communicated to me. I attempted to call you but never got through and you never returned my call. Again, very disappointed with the customer care at Kia of Waukesha.

Kenny was great to work with and helped me find exactly what I wanted.

Greg was super nice and helped ease me through the car buying process. They answered all of my questions and made me feel like family. I highly recommend if you are in the market to check them out! They are LGBT friendly and made my partner and I feel at home!

Service was good. Service writer Chuck was very prompt at giving updates. Only thing that bothers me is the 3.5 percent surcharge that applies if you use a credit card to pay your bill. This was not communicated very well and only a sign by the cashier advises. Do not know if other dealers do this, but will want to check it out.

Great Sales & Customer Service team at Russ Darrow Waukesha Kia! I was in and out of there papers signed and out the door with my new car in 2 hours! Very efficient and Finance was quick!! Lot’s of incentives being offered love my Kia Sportage it is my 2nd one!!

Gary was the best sales man we have had. His only intention was to make us happy. He got us the car we wanted for what we wanted and made sure all questions were answered start to finish. The whole staff was courteous, professional and willing to assist with all our needs. Highly recommend this location!

Great service. I was late because I thought it was at a different time and they still got me in!

Prompt service, friendly atmosphere. They should enforce their mask policy though, there were customers without them and our household is high risk.07/19/2021 - prompt and efficient service, quick turn around. Really liked the video inspection.

I drove from Chicago to this dealership because every dealer around here was charging a lot of fees on top of the vehicle price. Fast and smooth transaction with no games. I bought a Mercedes GLE 350. It was worth the drive and people that work there were really nice and professional. Thank you.

Fast and knowledgeable service. All team members I met were friendly.

I was so happy I went there cuz I didn’t know there would be a video inspection of my whole car from top to bottom even my accidental dents lol 🤣 I only came for oil change / check fluids & fix a burnt out fog light! But, they went above & beyond service which was reasonable price oh & I also didn’t know there’s 2 recalls! Ty so much for ur service & I will be back see ya soon!

I only needed my emissions checked, but they were fantastic. I was in and out in a jiffy and the tech was a cutie too.... :)

Dennis was awesome to work with as a sales rep. He communicated well, took time to explain features, and really helped us get the best pricing. Rebecca was also wonderful putting together many payment options for leases and purchasing and tried to get us the best deal possible. Highly recommend working with this team!

Wonderful people to work with when looking for a vehicle.

Always friendly and great service from start to finish. Went above and beyond getting me and my wife into a new car.Would recommend anyone looking for a Kia to stop in and take a look.Thank you!

Great experience! They work with me to get exactly what I wanted! Shout out to Xavier! Couldnt have ask for a better salesman.

The Service Center was able to see me right away. Service was great!!!

Again I had great service. All areas were covered and service very pleasant and accommodating.

Very professional, they were very nice and helped us get a new vehicle. Jordan and Kegan are the best!

The customer service at this dealership is outstanding. Their prices are competitive with other repair shops, their communication is always quick and honest, they never pressure and you get genuine KIA parts.

No pushy sales representative. Listened to what I wanted and treated with respect. They gave answers that I needed and was looking for.Happy I went here instead of a different pushy dealership that made me never want to go back !

Quick oil change tire rotation. Advisor kept me informed. Professional, honest, and fast.

Great, as usual! Did what I needed in good time and with a friendly staff. I will be back in 3000 miles.

Update 3/25/2021:Just got back from taking my 2021 Kia Forte to Lupient Kia in Glendale.We were told by Russ Darrow Waukesha service that the cvt transmission issue we were having is normal.No it is not, we have to get a new transmission.Beware!!This is based on service not sales.I called Tuesday March 16th to order a drivers side mirror replacement, and schedule installation Monday March 22nd, came in for appointment to find out the mirror was never ordered. I still got my oil change and a diagnostic scan done, with a 9 am appointment, I called service at 1:45 pm letting them know I needed to have the vehicle to a body shop by 3 pm, they told me it would be done by 2:30 pm, got there at 2:30 and they were just plugging it in for diagnostic at that time. I did not leave the dealership until after 3 pm.This is extremely frustrating because what is the point of scheduling an appointment, if they don’t start working on the vehicle until over 5 hours after the appointment time.The mirror is finally ordered but I will be getting it installed elsewhere.

Almost drove over an hour to view a car that had already been sold. We had scheduled an appointment for a listing found on cars.com, but were given no call/email indicating that the vehicle had been sold since scheduling the appointment. We were lucky to have checked the posting right before we left, otherwise we wouldnt have known that the vehicle was gone. Initially, when I sent a message about the car, they got back to me in 15 min. I was very excited and they seemed very helpful and responsive. Who knows if this car even existed, it almost seemed too good to be true...

Great service and never had a complaint in the 5 urs I’ve been going here.

The Russ Darrow - Waukesha team is always prompt, transparent, and friendly regarding services provided. Thank you for the great service, as always!

Check engine light turned on 45 minutes after I left the lot. I asked if there was anything wrong with it and was told nothing except for the door mechanism. The salesman said “now I can’t leave a mom with 4 kids stranded,” but the next day the car didn’t start. I’ve sense spent thousands of dollars on the car in the week that I’ve had it. My mechanic said it is in horrible shape, and they’re sleezy for selling me that horrible car. Don’t recommend.

How Sales Departments at car dealerships work has always been an issue when car buying and that’s why it’s so inconvenient to deal with them. Making large purchases like cars should be a fun experience and not a competitive issue between sales people.When sales gets a lead and you call to get information about a vehicle you want, you have to talk to the “same” person that you are a assigned lead to because other sales people “don’t have enough information” about you and you have to wait for the your sales person to call you back. I was easily going to purchase a Kia Forte GT from Darrow Kia, but because the sales lady on the phone couldn’t answer my questions because I am assigned to someone else and I had to wait for a callback, that’s the commission sales structure and environment these dealerships provide, it’s not the sales peoples fault. I live in Waukesha but a dealership in Illinois treated me a lot better than just a lead, answered my question and I’m driving there for my Kia Forte GT. How embarrassing is that?How a dealership treats you is how your experience will be going forward with them. You have been warned about this one.

I just had my car worked on at Russ Darrow Kia of Waukesha and received the best customer service in the world. I have never received anything less than the best from their service technicians and repair people. Highly recommended!! (They even walk you to your car 🚗!)

I was interested in a telluride that wasn’t even on the lot yet, willing to pay sticker price. They marked it up $4,995 and then a week later tried $5,995, WITH $4,000 additional insurance and $2,000 interior and exterior coating/insurance. I asked if I could do without and they said NO! I was floored! They tried to pull the wool over eyes and I was laughing inside. This was the most crooked crew I have ever dealt with. Now this car I was looking at will sit on their lot u til a sucker comes along. Look elsewhere, you will be happy you did

This was the smoothest car purchase I have ever experienced. They worked out the numbers over phone and email, and there were no negative surprises when I went to see the car. Everything was explained in detail, Rebecca and Dennis were extremely friendly, and the whole process was very smooth and efficient. Its great to see that it does not always take hours of waiting and running back and forth for manager approvals to get a great deal on a car.

Jacob was awesome! Friendly service! Thoroughly explained everything and ensured I was informed about the services being completed.

To keep this short, I will leave out all of the normal things you would expect.We agreed on the asking price posted on the Internet (Not the $7000 higher price posted on the car) minus $100 for a battery because the car wouldnt start after the lights were on for 10 minutes. The negotiating manager accused me of causing the problem by looking under the hood. She was unaware I am A certified master mechanic and knew exactly what was going on, but it is very unprofessional to accuse people of doing things you dont even know happened.I told them I could pay with my checking that I just got with Summit and had transferred from my line of credit. The said they couldnt do that without a physical check. The salesman said I could put money down on a Credit Card, but then after talking up the chain. I was told the General manager who wasnt there said no.Then another salesman told me if I financed I could buy it today. 7PM. I refused to finance when I could pay cash. He insisted that they would not hold the car and that nothing short of full payment would work. I offered several times over hours to put money down, sign a contract and get them the balance before picking up the car, but they would not budge, insisting this is normal practice. I had no confidence this car would be available after leaving the store. The 2 salesman seemed upset with the situation too. This doesnt seem like a normal transaction.The only way I was able to complete the transaction was to have my wife bring from home the checkbook for our other line of credit.I can only guess why they didnt want to sell me the car at asking price. I dont know, so I wont speculate here.I want to give a good review for everything that happened before this, because the salesman was great. That being said, this was completly ridiculous.

Our experience was above awesome! Everyone there was super great!! Thanks for what you do

Always a positive experience every time! Thanks a lot Jacob & team. 😊

Fast friendly service with a smile. It doesnt get better than that!!

Freddie, Jordan & Brandon are amazing! They all worked so quick and diligently to find a vehicle that met all my Mother’s needs and wants that was also within her price range. I have never been to a dealership before that provided the service that these wonderful people did for us. I highly recommend Russ Darrow Kia in Waukesha for all your vehicle needs!

Russ Darrow Waukesha has been the best experience from start to finish for us and everyone we have talked to (11+ cars and counting) and this is the only place we will go to buy cars! We highly recommend them to anyone who asks!

Very nice people, very knowledgeable, and overall pleasant experience.

My service representative was so friendly and courteous. Willing to help with all questions I had for him. My vehicle was taken care of in a timely manner.

Great service and honest straightforward staff!

Everyone at this dealership was amazing and easy to work with!! They were very professional, yet made me feel at ease. I bought a 2018 vehicle and feel great about my new car! I would highly recommend Russ Darrow Kia to my family and friends! Thank you Dennis, Gus and Keaton for a great experience! I could not have asked for anything more from any of you! Thank you!

It was my first time buying a car, so I was really intimidated, especially because I was going in alone. I personally recommend going to Jordan. I texted her what car I wanted. Even though they didn’t have the car I wanted in their lot at the time, she went and got the car for me and had it in the same day I asked for it! Everyone was so nice and friendly. They made the experience really pleasant. Highly recommend!

Great service fair price for trans fluid change

Thanks to Russ Darrow Kia for a great car buying experience! Everyone was so helpful and very friendly - Dennis, Brandon (the GM), Caroline, Rob in Finance, Chuck in Service, and the many friendly faces that chatted with me the few times I was at the dealership. You all helped my lengthy search for a new-to-me vehicle end on a very positive note! Thank you!

Great experience and friendly service!

Came in for an emission test and was treated very rude by one of the only workers in the area. Very abysmal first impression. The gentleman who actually took my emission test was very nice. First guy who was talking on the phone was very disrespectful.

Great customer serviceEveryone was helpful and friendlyVery happy with quality of service at a really good priceBe sure to check their online couponsDid Tires, brakes, oil changes and general items over the years

Showed up 25 minutes early still had oil change, tire rotation and vehicle inspection done and out the door in less than an hour.

Excellent service took the time to find you a good price and finance company. Xavier was an awesome car salesman and listen to your concerns and did whatever it took to make you feel comfortable.

Great customer service and just all around a great experience

Refinance my car with them and they saved me 7%!! I will definitely be back there to buy a 3rd car from them.

I have mixed feelings about my experience with Russ Darrow Kia. Overall Nick was good to work with. He is relatively new to the company within the last year, so he was friendly and has followed up with me to make sure I am still happy with my purchase. He wasnt pushy during the buying process which is a nice change of pace and easy to have a conversation with.A couple things frustrated me though. We went in on a Friday and test drove a used Honda CRV. I know they are a Kia dealership, but unfortunately they didnt know much about the vehicle (luckily I had done my research about the vehicles features). And when we were test driving, the car only had 3 miles left till empty, so we did have to stop and fill up during the test drive (obviously not a deal breaker but more so an annoyance). Ended up getting kind of late that night so we opted to shop around the next day.Saturday around 2pm we stopped back into the dealership to see the car in daylight and talk about pricing, trading in my old car, etc. From that moment to the time we walked out the door, it took about 5 hours to process my trade in, get paperwork signed, do financing, get the car cleaned up,etc. Throughout the waiting process, we were ensured it would only be another 15 minutes each time they checked in (would have preferred if they just said that it would be a couple hours so we could have went and got food and came back). We also did catch a couple of things on the financing paperwork at both time of offer and time of signing, that were different then what was agreed upon verbally.Took my new car home Saturday night, and on Sunday I decided to spend some time and take a look at my new car. During that time I found that both the front and rear windshield wipers had the rubber portion missing or mostly missing, and that I was missing a lug nut on my front tire (so I am slightly upset that I then had to drive to Advanced Auto and replace those after only owning my new car for less than 24 hours). The car is supposed to have gone through an inspection, so I am slightly nervous about what else they may have missed. Nick said he would make it up to me in some way once he speaks with his manager, which I appreciate.Overall I am happy with my new car, and purchasing with Nick as my salesperson was good, however Im not sure I will purchase a vehicle from Russ Darrow Kia in the future.

Great job ! Everyone was nice and helpful ! Ian did a great job ! 😊

Very friendly. Patient to questions.

If you want a place to go that enforces their customers to wear a mask, this is not the place. Customers sitting in the customer lounge area, interacting with staff and not wearing a mask.

I would not recommend this place. First time working with them and I got a bad experience !! Two days before my car scheduled appointment, they bumped up the price on the car that I had already applied for and was approved for it . When I noticed that the price went up on their website, I called them about it and Erica ( the person I been talking and working with for the car ), told me that her manager said that the price will no longer be the same price for me because I missed my chance . But, “how did I miss the chance when my appointment wasn’t Even until in 2 days!”They also mentioned that one of “my” relative went to look at the car and didn’t take the offer, that is why they bumped up the price .Well, That SHOULDN’T even pertain to me at all! When I was not there myself and I don’t even know who this “relative” is.Wasted so much of my time.

Came here to have my key fab programmed because when I bought my car from a different dealership it didn’t come with one. The gentleman in the service department (Jon) had awesome customer service! He called me to let me know the progress and how much longer it would be before it was done, since I didn’t wait there. And because it’s Christmas time it saved me some money from their discount. Very satisfied! And will definitely be coming back when I need service done to my vehicle.

I went to get my emissions tested, quick, professional, no appointment needed and you dont have to be a KIA customer ! The waiting area is small so it felt a bit crowded when I was there early afternoon on a Friday during COVID. .

Fast and friendly! Always take care of my cars needs.

My service technician was Chuck. He was friendly, efficient, and kept me informed as promised of services needed and cost. My vehicle was repaired quickly, and with friendly, professional service.