Let me say upfront that Aly from the service department was great, informative, and gave me many timely updates while I took my car here. The service departments customer facing personnel were great and I am very appreciative of them working with me to get the cost of some unexpected repairs down.I so badly want to give this team five stars as I planned to, but whoever the techs are have really made me reconsider whether some of the issues that were found were really existent. I drove all the way home after picking up my car and the emergency brake wasnt connected. The e-brake itself is not a big deal, but now I am not sure what maintenance was actually done and to what quality, or what else may have been accidentally left disconnected.I am hoping this situation can be remedied because I would instantly change this to a much better review, but I would currently advise my friends new to the area not to go here.

So I buy a lot of vehicles due to the nature of my business. The professionalism showed by this location was extremely unique. I was working with Matt who had said he worked there for quite sometime, so I’m taking that into consideration for this review. So Matt was seasoned in the art of the sale but this guy went above and beyond every chance he could, which is rare. This guy was hustling for my every need, if you go shop here make sure you ask for Matt.Second off we have finance. Usually an unpleasant experience right? The pushy sales techniques that you can smell coming a mile away. Check this out, I was working with a gal named Hannah who was again, going the extra mile for me. Even though her professionalism was glowing through the entire process, she was very fun and easy to work with.This place is special!

Service tech Ian was very helpful. No complaints with service or time involved. Four instead of five stars because I was surprised by the 3.5% added on to the bill for using a credit card. Explanation at the window that the service tech was supposed to inform me ahead of time doesnt hold water since I did not call in advance of my visit and wasnt about to go back home to retrieve a check book. Was an unpleasant surprise at the end of a pleasant visit.

I’m giving 1 star because this is the second time I trade my vehicle at this location and they have very bad customer service from sales agents, I did my deal with the agent Andrew Carter at this time he was nice until I told him I had my bank guy who gave me a very good deal for the car loan. Andrew was upset mocking words between teeth’s, at the end I made the deal with their bank, they ran my credit FOUR TIMES even when I asked first not to do more than one, once I closed the deal he ignored me completely pretending he was “busy”. He has attitude and not good customer service at all, after 4 hours there I told him I was tired and he blamed that It was my fault because I brought the option from my bank loan and that I should go with their options since the beginning.. Hanna the financing girl closed the deal she was so nice but she made a lot of mistakes including registering my new vehicle with the wrong color (black instead of red) I had to call her several times with no luck until I sent her an email. My first time was another agent who was very rude as well I called to complaint and the manager didn’t care at all. I will keep buying vehicles at Russ Darrow but never at this location again. No way!!

Took my Ram pick up in for a few issues and it was done much earlier than anticipated and with no stress or fuss. A truly great experience from the time I pulled into the service area and met my service advisor Luke, until the time I received my keys and was on my way.I would highly recommend Russ Darrow Chrysler keep dodge service East madison !!

Andrew was Excellent! He has Excellent communication skills! Andrew knows the vehicle line-up well! I knew a purchase was at hand, when he asked: what can I do, to assist your decision with making a purchase? 5 stars Andrew! I was honored having made your acquaintance and you extending your time with us, without rush, when we took delivery. Respectfully, Marlo & Sharon

Great experience! Bob was extremely helpful and efficient in assisting us in our trade in and purchase of a new (used) car. A pleasant and stress-free process overall made our day much more enjoyable and we were happy with how everything was handled. Thank you for exceeding our expectations!

I have used Russ Darrow Jeep East in Madison, WI since purchasing my used Jeep Wrangler 2 years ago. The service and general maintenance to my vehicle have always been top notch! The staff is always friendly and knowledgeable too. On this particular visit I inquired about quotes for new tires. I received at least 3 good options and will return soon to have them replaced. I would highly recommend Russ Darrow East for servicing your Jeep brand vehicle.

Lucas Branum, our sales rep, took the time to answer all of our questions thoroughly. He went above and beyond to make sure we bought our new Jeep Wrangler without and doubts or reservations. We never felt pressured or rushed into a decision. We actually got what we expected for our trade- in, too. Jeremy Olson made the paperwork portion of the sale quick and painless. And Lucas took the time to help set up the electronics and make sure we understood how everything worked before we drove it off the lot. An all around great car buying experience!

My salesman Lucas Barnum was very knowledgeable, helpful, and came across as being generally appreciative of my wants, needs, and concerns. He helped me order my truck. He kept me updated on its build date, build progress, and arrival to the dealership. Lucas also made pickup and paperwork a breeze then went over my new truck and it’s functions with me. I would definitely recommend Russ Darrow and specifically Lucas, I am looking forward to working with them in the future.

Fast and efficient. Nice attendant and payment staff. I enjoyed my experience.

Pleasantly surprised to visit this dealership. When I saw the new ram 2500 sitting there I tried the back door and it was open. My son and I got in and next thing I heard was Matt’s Voice saying something like how do you like that new truck. From there it was great conversation, great understanding and moving forward with an offer on my jeep which I was pleasantly surprised. We made a deal right away and now I am so happy with my new Ram pick up. Wow!Still hasn’t sunk in yet. Kind of feels like when I got my first stingray bicycle.

$$$- It took them over an hour to change my oil and rotate my tires (left one low, thanks). And the service guy was a grease ball, it looked like he hadn’t showered in a few days (oily scraggly hair and dirty hoodie under work shirt). Too bad I can’t go anywhere else…

Lucas helped us through the whole process Me and my wife he was very kind and informative.We had lots of questions and he gave us lots of answers ultimately finding what we wantedJeep Grand Cherokee. And in finance Hanna was awesome and answered every question with great explanation. Found me a great interest rate beat my bank and gave us some awesome great extra perks thank you very much Russ Darrow JeepMadison Wisconsin.

The good news is there was no charge for service work on our Wrangler and service staff were polite. The bad news is they had the vehicle over 3 weeks and were not able to repair the sensor issue. Also, communication was one directional. I constantly had to call to check the status of our Jeep. Often to find out that what was attempted did not work and they were awaiting a part or needed more time to problem solve the issue. I understand (and appreciate) them trying various solutions - I just wished they would inform me of that.

Excellent service. Had a recall on my Charger. They fixed that, as well as a oil change (30 bucks cheaper than any place around), and unclogged water drain passages as well as recharging the ac. Very happy. Great customer service, very friendly staff.

My Jeeps seem to break down while I’m on visits to Madison. Both times (now and in 2017) the service department at Russ Darrow was able to get me in fairly quickly without an appointment and got me up and running again. Excellent service. Thanks!

The staff was very nice and honest. I was super pleased with everyone we interacted with and am already planning and trading in another vehicle after our awesome experience! Thanks Jake and Tom for helping us buy our dream Jeep!

We had our vehicle in today because a different dealership said we needed a new engine mount that was decreasing our trade in value. We had it checked out at Russ Darrow and found out NOTHING is wrong with it!! Rob in service was very kind and reassuring. He didnt charge us for that inspection and let us know we were due for an oil Change.(I lost my sticker) We had it done right then and there. Because of his reassurance on the vehicle, we decided to keep it! He saved us from buying a new vehicle thinking we had major problems. So glad we brought it in! Thank you Russ Darrow and in particular Rob in the service department.

Andrew was super helpful and not pushy at all. I struggle with making major decisions sometimes and he was very patient with me-- talking me thru the process-- until I was comfortable and ready to pull the trigger. Very satisfied with my whole experience. AND MY NEW VEHICLE IS AMAZING BTW :)

It was a great process with Russ Darrow. They entertained our kids and worked with us and our numbers to get our vehicle which was a van. I was impressed with Jake helping with us

These guys really treated me awesome!! I ordered a new Jeep which usually takes approximately 8 weeks to receive. It showed up ahead of schedule and they were very accommodating.

Took my Jeep on for an issue with the rear defroster. Thought it would be a few minutes like they told me on the phone. I wish they would have come out to tell me it would be over an hour. Glad they were willing to try and fix it rather than just replacing parts though.

I have been a returning customer for years, BUT this will be my last. Russ Darrow has adopted a 3.5% finance charge policy on all transactions.What an insult, I normally took advantage of the buy 4 oil changes offer to save costs and now they want an extra finance charge tacked on to this. It wasnt good enough for them to get my money well in advance of any oil change, now they want to nickel/dime you with these dumb additional fees. I will not be returning.

Promo curteous service. Very thorough in servicing. Very happy with after service report tested to my phone.

The customer service was fabulous...the knowledge of vehicles..price..and extreme friendliness. I highly recommend. Russ Darrow to everyone. Ask for Ryan...great sales associate.

Still a Excellent place for vehicle service + customer service !!

I finally got a car I can say that I love yesterday! Thank you to Russ Darrow of Madison, and a huge thank you to Robert Phillips! Mr. Phillips was an all around super nice guy. He helped me find exactly what I was looking for. He showed me everything I needed to know about my new vehicle and answered any and all questions I had. I definitely recommend this dealership and Mr. Phillips as a salesman :)

I always enjoy the service I get at Russ Darrow Jeep and someone that I know will take of you is Brian in service I appreciate his insight and he very trustworthy!

Have bought my last 4 cars here and another today with my daughter. Excellent service, very fair, trusting and helpful. Will continue to recommend and will continue to only purchase from Russ Darrow. Thank you soooo very much Tom and Lucas.

Andrew was really cool to work with. He was patient and welcoming. Super down to earth. Also he’s a fellow Jeep enthusiast. Ps they also get me in and out for Oil changes! 3 months later and everyone I interacted with still knows my name. They’re great people.

Allie Mohr from service was extremely rude with me. We asked to diagnose one thing and she had 3 things checked for over $300. I mentioned that we only wanted one thing checked and she said she would give me a discount on the other 2 things they checked. I felt like they were thirsty for my blood and this was a bad experience all around. Allie was even cocky and had a smart little attitude with me like I wasnt an informed good paying customer. Shame on you Allie! I asked to speak to Rob the manager and we will see how that goes.....

After being stranded on the highway on my way home from work. I reached out to the service department at Russ Darrow in Madison as they were the closest to my location. Ally answered the phone and walked me through the process and assured me she would call the next day with an update. As she promised i recd a call with cost and update on the problem. They would have the shuttle pick me up and bring me to my car. Michelle the shuttle driver was engaging and made me relax as we talked during the drive.Being in a strange city had me worried they would take advantage of me but they did not. Thanks Russ Darrow

Great place for your car needs. The people are friendly and work to get you in and out. Definitely going back again..

Andrew the salesman was AMAZING! Very professional, nice & knowledgeable!!! Ask for him! We didnt buy a car here but Andrew rolled out the red carpet. Fantastic, fun experience 😀 They didnt have what we wanted so we moved on to another dealer.

I was heading north on vacation, boat in tow, when a check engine warning came on in my Jeep Grand Cherokee diesel vehicle, it would shutdown in 200 miles. Hadn’t crossed the border in Illinois yet. I started searching for dealers and finally was able to find one dealer who would look at it! Darrow Madison WI. I spoke with Ian Johnson service advisor, he was very knowledgeable and understood my problem, and he was able to get me in to look at it. They diagnosed the issue but still they were missing a part that had to be ordered. I would need to stay overnight before it could be repaired. They made room for my boat on the back of the lot, made sure I had a rental vehicle, and walked me through the entire process from start to finish, I couldn’t be happier with the outcome. Even though I was 24hrs delayed the professionalism of Ian and the staff at Darrow made the experience of a lost day disappear! Great people! Thank you!

Always such a friendly staff to greet me. Love the quick service and car wash!

I worked with Mike and he was friendly, polite, and honest about the vehicle I was looking at. Some other staff members tried pretty hard to get me to finance through them, but they offered a fair price on my trade in and overall it was not a bad experience. I would recommend them if they have the vehicle you want.

I worked with Andrew. He is great at his job and made ordering a new Jeep very easy. Super happy this dealership.

The salesperson (Matt) was very professional and polite. I will be calling him again in the future as it was a very pleasant experience.

Ryan was super helpful! I enjoyed my experience and ended up buying a 2021 jeep renegade! So happy!

Russ Darrow provided service that was above and beyond my expectations. Work completed on time and within the estimated quote. I’m satisfied.

Every time I’ve had a service issue I’ve received great attention and service from Aly. Every. Single. Time…no complaints on Russ Darrow Jeep.

Aly’s service is top notch! Thank you Aly for making my oil changes seemless in this very hectic world 🤙🤙

My experience with the Russ Darrow Madison was perfectly seamless...Lucas and Hannah made the process so easy ......everything from having a vehicle moved from another store to even installing the plates, everyone there, involved in the sale was a no pressure pleasure

Never again. Arrived on time for 8:30am appointment. (2011 Jeep Patriot with engine lite on) Car was left for diagnostics.At noon, no answers, no clarity. Was told mechanic was called away from my car to put tires on another car. They asked me to be patient. By 1:30 I was shown a list of eight sensor readings and was told two of the sensors they had never seen before, AND they had no answers. They said things could take the rest of the day, or would I like to return when I had more time. I told them to stop, and I would think about my next step.Charge of $88.00 is still a mystery, because I have no idea how much time was actually spent on review of my car over FIVE Hours.Its my only vehicle owned for 10 years. Im retired on a fixed income. There are reasons no one trusts mechanics and all the middlemen. Mine is just one story. RUSS DARROW JEEP.....never again.

Russ Darrow in Madison did a great job with my custom ordered car. From getting everything setup to keeping me informed along the way. I ended up getting the car of my dreams with no hassles and at a great price.

Absolutely great service and communication on work being done. Everyone is caring and professional to make sure the job gets done correctly and efficiently as possible.

From Alabama and needed a quick oil change and tire rotation. Had me in and out in less than 40 minutes without an appointment.

Experience was great Steve was the best was really patient with me and gave the best customer service I could ask for . Appreciate you Guys a lot thanks for the great service

Very professional service, we had to have our vehicle towed in and it was fixed in a timely matter so we could go on our next camping trip.

Very timely and communicative. Ian was great to deal with. Will keep going back there for service!

I was in a bad spot with my previous car and I either had to fix it or go buy on short notice. Getting something brand new wasnt really in my options, so I was shown what my options were for relatively new ones. I have always wanted more of a SUV size and the staff was really trying hard to help me find and accommodate something that made most, if not all, of my needs and wants. There was a lot of work done while I was not there on their end that helped make the process happen faster, safely with social distancing and trying to help me get the best deal possible. Thanks especially to Joulian and Tyler!

I had an automotive emergency while traveling long-distance. It was a Saturday, and my water pump failed on the interstate on my Charger with 126K miles. I was near Columbus, WI, heading through Madison. Russ Darrow Chrysler was able to replace what needed to be done, that day. I was back on the road to my destination, and the work was top-notch. No more cooling system issues. Aly and her lead mechanic were my angels that day in March. Thank you both, so much!

Excellent customer service. No appointment necessary and work was done efficiently. The car wash was a nice plus.

Convenient walk-in availability for service, comfortable waiting area with good coffee, and friendly staff.

The staff is so kind and thorough! We have been going here for service for years and will continue— we have never had a problem!

Ive had my car (2016 Nissan Altima) for a little over a month now, and I love it! Mike Neubauer was my sales man and he is amazing! He was very personable, and listened to all of my questions/concern and answered them all thoroughly! Mike made the process so easy, I was in and out within a few hours! Whenever its time for me to make an update, I will definitely return to to Russ Darrow and go to Mike!

Overall the Truck I purchased from this place was a good truck and they gave me a good deal. However, what frustrates me is that when I purchased the truck I was told there was 2 key fobs that came with the vehicle. When in picked up the truck I only received wrong and was told I must have heard wrong and there was only one. So I got out to purchase a new key fob and a few months later I received the second key in the mail. Wasted over $250, but I guess now I have 3 keys so if I lose 2 i will have a 3rd.

Everyone at Russ Darrow was great!! The customer service experience was delightful and they were very on point with getting us in and out in a timely manner. We did not feel at all like we were at a dealership. Michael Newbauer was our sales man. He was terrific!! Very personable and listened to our questions. He answered ever question asked thoroughly. I couldnt have asked for a better car buying experience!!

Lucas has been great to work with over the years. He has paid attention to what we like and dont like. Because of his attention to detail, he has found the perfect vehicle for us twice now!

I have nothing but good things to say about the experience I’ve had here so far. I ended up getting a nail in my Jeep Wrangler that I hadn’t even owned for a week. Hannah drove 20 minutes to my apartment with someone from the auto repair shop on a Friday night to put my spare on for me so I wouldn’t have to pay for roadside assistance. I was able to get in right away the next morning and they repaired it for me free of charge. Cannot thank them enough!!

We were very pleased with our salesperson Jessica ! She was so knowledgeable of the vehicle and made the purchase process very pleasant! The entire staff was great to work with as well ! Thank you so much for finding us our vehicle!

Another seamless service department experience with Joe SorgiTop notch, top to bottom, start to finish!

Its always a great experience when I bring my vehicle in whether its routine maintenance or something unexpected. Great team and great service!

Very helpful people. Who arent just interested in making a sale but are interested in you as a person. Make the stress of getting a new vehicle a lot better.

They’re always very friendly and informative, they always answer all of my questions thoroughly and I have come to rely and tryst their service of my Jeep!

They took car of my Jeep quickly and hassle-free on my end. I love the texting feature to communicate as it can be hard to connect via phone. Texting is much more efficient. Very happy with my experience here.

I had a great experience. Matt and the team were a pleasure to work with.

Bob and the rest of the Russ Darrow team went above and beyond to help ensure we got exactly what we were looking for and at the price we wanted! Highly recommend!! Love our 2021 Jeep!

Chris always does a great job! Answers his phone and available for answers. Makes things very easy!Thanks Chris!

Best dealership experience I’ve had. Even noticed other customers were treated right. Glad I went came here with my order

We have been hoping to order a van for months but Chrysler isn’t making many vehicles (COVID related). I called to check again and someone on the phone said they could be ordered. So excited! So we packed up our 6 month old, drove a half hour, and got there to learn they can’t be ordered. For anyone with a small child, you can imagine what a huge disappointment this was. Especially because we had to bring her indoors when she is too young to be vaccinated for COVID. We could have gone to the pool or a park instead of spending an hour in the car for absolutely nothing. At least Don Miller has been honest with us on the phone about the current situation without trying to trick us to get in the door.

Dropped off my 15 Jeep Cherokee for tires, a oil change, and to check out some noise I have been hearing. (Could have been the bald tires) Bryan in service helped me out and was extremely kind and courteous. Asked if I had any time constraints and set me up with a service loaner so I could get to work for the day. Enjoyed working with everyone on the Darrow team. I know where I will be going next time I have a issue. Thank you Bryan and everyone on the Darrow team.

If you have a vehicle with a lot of after market parts in it DO NOT BRING IT HERE. They will try and rob your expensive parts by saying they need to replace them for stock parts and not try to help you at all..They told me they could not change break pads on an aftermarket break caliper and that they have to replace the whole system because it was made that way, (which is a lie) it is a baer break system thats over 3000 dollars for the set.. yes you can replace pads on it or else why would they sell them online... they wanted me to buy a whole new set for rear and front when all i needed is break pads. Bought them online for under $200 and got it fixed for under $500 they definitely thought i would not know what i had i my jeep and seems like tried to tell me I need new everything just to remove my expensive set and keep it

Took them over an hour to do a simple oil change then theyre complimentary car Wash left my car soaking wet. But hey it was free with the purchase of my car so theres that

At Russ Darrow CDJR Madison they always make you feel at home with royal treatment, from the moment you walk in the door. The G.M. Jason Malloy and John Garcia are always upfront and honest. My sales person Bob Phillips is one of the best down to earth, kind and knowledgeable. Jeremy Olson in finance was quick efficient with no stress. Our whole experience at Russ Darrow was wonderful and I wouldn’t buy a car elsewhere.

The sales person was great and friendly. I bought a brand new car which I do love. Unfortunately, the back two rotors both had deep grooves. They told me the car sat on the lot for a long time. The front two rotors were perfect. They changed just one of the back rotors. It is just unfortunate to spend money on a brand new car that had questionable wear and tear.

Ive always trusted the people at Russ Darrow to service my car. Great people, great service.

I went in looking to see what was needed to qualify for a vehicle purchase, due to mine being recently totaled, and literally walked out an hour later with a brand new ride. Andrew was great to work with and very thorough throughout the process.It was close to closing time and they went out of their way to make sure I taken care of. Kuddos to the East Madison Russ Darrow team!

Rob J. in the service department was great. I dropped off my Pacifica with a caution light and a couple of other minor issues at 8 am. He listened to my full explanation and laid out the rough plan immediately. He called me about an hour later with what the mechanic found and offered honest recommendations. By lunch time, my van was ready. I used their shuttle service to/from work which was convenient and easy. Id give Russ Darrow Chrysler my business again.

Great service and a car wash to boot what a nice surprise!

It was a very pleasant experience for my first car shopping trip. They made it easy were supper friendly, and wasn’t at all bothered by my 9 month old. Diego was our rep very knowledgeable and one of the nicest guys I’ve had the pleasure of meeting.

Great service and communication for a great price! Will definitely be getting me Jeep serviced here again!

Quick, fast transaction with very knowledgeable employee. Would likely return in the future.

This is a great place to buy a car! Hit up my man Bob, he will set you up proper for a vehicle with a good price. We found the vehicle we liked. They did a full safety check and fixed all the things wrong with the vehicle before they would let me even drive it. They wanted to make sure they were selling me a great car and refused to sell a car not up to their standards. They made the process so easy and effortless!

My truck broke down on me while moving across the country, I had it towed to madison and while the other dodge dealership failed to return my calls or try to schedule a service - Russ Darrow was quick, provided me a temporary rental, and got my truck up and running perfectly. I dont normally go to dealerships but I will definitely keep these guys in mind moving forward.

Went to Russ Darrow for a recall on my vehicle in the service center. Spoke to a gentleman named Chris Z. Chris was very helpful went above and beyond to help me to understand some features on my vehicle. I was surprised they even washed my vehicle. I also got great expertise about tires that Im due for. They were very quick too. Overall it was a spectacular experience.😊

Excellent dealership service department. Reasonable prices and awesome customer service. That’s why we’re a steady customer.

Did a recall appointment today and the service was excellent! I was able to get in a few minutes early and the work was done in the predicted time and taken as far as it could. As a bonus to me they even washed off the vehicle.Would recommend this service department to any one.

I was very impressed with the sales team and their knowledge of Jeeps!They all did a great job making an easy night for us on a night They were very busy. Detailing also did a great job.

Highly professional and accommodating. Very knowledgeable. Went above and beyond.

Good selection of cars at decent prices especially right now. Very helpful and friendly staff!

Everyone I interacted with was polite, knowledgeable, and professional.

This company was unable to identify an issue with my 2018 Jeep Wrangler even though they could see the faults. They gave me it back for the weekend and the issues immediately got worse, so much so that I almost got into an accident. They were kind with the service part. However, the 1 star review is because of the 3.5% credit card fee. It was my company vehicle and I dont carry company cash (or the company checkbook because theres an A/P team that has to approve invoices), so my only choice was to pay the $43 fee. Pretty dissapointed.

Great experience! Micheal worked with me so much to get out of a car that was not suitable for the needs my family had! Excellent customer service!

We bought a 2018 Chrysler Pacifica. We used Lucas b for our salesman. He was amazing. Luke in service is also amazing. I can’t remember who I talked to today in service but he was also amazing! We have done all our service with them over the last 3 years. They’ve always been helpful and nice! We tell everyone to check you guys out.

Excellent Service! I purchased a Jeep Grand Cherokee 2 weeks now and Michael from sales and Hannah from the business department went above and beyond for me! You will not regret going here!

Always fast and friendly service... Thanks Darrow RAM of Madison!

I would give 5 stars however I don’t like the new policy of charging a % to use a credit card. This information should be given at the time of making the service appointment as some people don’t have the option to pay cash for expensive repairs and that would prevent them wasting their time on getting an estimate for work they won’t have done there.