I have bought 6 cars from Russ Darrow Mitsubishi and only had 1 bad experience. The service department has always been awesome to me the collision center has always been awesome to me. But I see a lot of negative complaints about customer service. Unless you work in it you have no idea. They are very short staffed and doing the best they can. If you look around where ever you go you can’t find anyone to help you or can you? on a busy night in a restaurant how long does it take to even get a water? So I’m in customer Service and sometimes it’s hard when you’re on this side of the table. You don’t know what kind of day someone is having or if someone quit or called in or no showed. So people that are complaining unless you yourself have been in customer service yourself where you have been yelled at or had someone call in sick and you are very short staffed don’t complain because trust us we are doing the very best we can to please you. It’s not like we get up in the morning and say I can’t wait to go to work and piss people off today. It’s one thing if they are taking their day out on you but it’s another if you see them all working and not chit chatting and trying to hurry to get things done but then you would be the 1st one to complain if they screw something up because They are hurrying because you are complaining that they are taking so long. Some of these reviews are justifiable. I get it. I being in customer service expect a lot from others because I give a lot to others when I’m at work. Russ Darrow really screwed me bad on a car. And we are talking 10K out of pocket. Yet they have also helped me more then hindered me. I know I can trust their collision center without a doubt. If Justin ever goes I don’t know if that will be the case. That’s a TBD. Their service department I have never had an issue with any of them. They have always been extra helpful and nice to me. So no complaints there. The only thing I don’t think is professional is when I am at the cashiers counter trying to get business done and there are small children there. I mean to me that isn’t ok. I couldn’t bring my kids to work no matter what day it was. I find it unprofessional and awkward. Also they didn’t tell me when I bought the extended warranty it was only good for 2 years and I was thinking it was good for 4 years and 136,000 miles. So explaining things when your getting extras when buying a vehicle so the buyer understands completely what they are getting would be helpful as well. I don’t work in finance every day. So I would say yes I am a bit ignorant when it comes to that. So more explaining would help when it comes to the paperwork part. Every time and not just at Russ Darrow it comes to paperwork I feel rushed and I’m just signing and they are trying to hurry everything up. Well I think next time I buy a car rather it be from Russ Darrow or somewhere else I will take my time and if I feel rushed or pressured I will say something because I want to know exactly what I’m signing especially if I’m getting extras like gap insurance and an extended warranty or anything else. I hope this helps the angry people that posted reviews because I also had to sit and wait 2 hours for an oil change and I also had places I needed to be, but it’s all how you look at others and not just yourselves. You could have had the shuttle take you somewhere. They run until noon. Then have someone come bring you back to Russ Darrow and get your car. They close at 9 on weekdays and 5 on Saturdays. That’s what I did tomorrow. My son needs the brakes done on his car. So I said ok well how long will it take? He said If you have it here by 8 it will be done by 12:30 I said perfect because I have somewhere I need to be by one and my son Works at 2. He said the shuttle can bring you home and you can drop your son off to get his car on you way to your appointment so he can have it for work. See…. Just ask and maybe things will work out for you. Just Saying. Sincerely a Customer Service Employee for the past 30 years.

I cannot recommend that anyone take their car to this auto shop. Upon dropping my car off, I was told it would be done in 4-5 business days. So I call in 5 days, because they never called me, asking for an update. I was then told it would be another week at least to repair the damages. Ok, so a week goes by and I call again, because they never called me for updates, and was told it would be ANOTHER 3-4 days until it was fixed. So somehow we went from 5 days to over 2.5 weeks without my vehicle. I have never felt more jerked around. It really felt like you operated on their time and not the other way around. Not to mention the countless times I attempted to call the shop and was left with no answer and an answering machine. I would go on to leave multiple voicemails, yet never received a call back. I would email the body shop estimator, yet never received any response back. I will say that they did do a great job at detailing the car once it was repaired, but unfortunately that does not make up for the absolutely poor customer service and communication skills I had to deal with. Ultimately, I cannot recommend this place due to complete lack of communication and an absolute failure of giving accurate timelines. That fact that my review highlights the same issues that have been said over 2 years ago shows how little they care about customer satisfaction. Do not come to this repair shop, take your money elsewhere.

Customer satisfaction does not seem to be the top priority as noted on the company’s website. I initiated service with this collision center on Jan 25th and it has been misinformation and no communication from the start. My car is still waiting on repairs as of today and when I call for updates (because the company does not proactively update me) the response is “there are no updates.” I received a satisfaction survey call the first week asking about my service when the service hadn’t been completed. At that time I requested contact from a manager. I was told the request would be “elevated” directly up and I could expect a call the same day. I never received a call. I understand supply and demand and impact on repair timelines but if customer satisfaction is a priority than proactive communication should be the number one action.

Although Alyssa was very pleasant and accommodating, my repair took two weeks to finish. For a minor repair that required no parts, that was unacceptable. Based on this, I probably would not use them in the future.

Alyssa is amazing. She makes sure things gets done and never seems bother by any Q's she is awesome and knows her stuff. Thanks Alyssa for all you do for our car needs. Cathy