Tom Wood Nissan

Reviews 3

RE

reicina denson

Tom Wood Nissan seemed like they were a good dealership. I say this because I had EXCELLENT SERVICE from Tom Wood Honda in Anderson off of Scatterfield Rd. but unfortunately that hospitality would not travel down the road to Indianapolis. I brought my 2013 Nissan Altima to Tom Wood Nissan on 07/31/2015 to get washed and vacuumed and my tires rotated as a result of my rewards program. I waited about 2 hours for them to complete those two task. When it was time to pick up my car and leave as I was walking out of the building and up to my car I noticed a 6-8 inch scratched along the drivers side back door that was not there prior to and it looked like someone had attempted to touch it up. I immediately was like what the heck and told the man who was checking me out. He then brought his service manager Gary out to look at it where Gary treated me like a red headed step child and basically was trying to call me a liar and that this COULD NOT have been done there, BUT, since the person who checked me in did not point it out to me, they would fix it. I had an appt scheduled for 08/03/2015 to get it fixed for 1 oclock where it says on my confirmation email that I would WAIT WITH THE VEHICLE. When i got there I was told that it would take well into the day to fix. So i had two options, come back another day, or rent a vehicle to be able to go pick up my sons when they got out of school. I had no one else to drop me off any other day and I have a newborn so waiting all day at a dealership for a vehicle is not ideal. I went ahead and got the rental of which I was told I would have to pay for and if they needed to keep my car longer than a day, then they would pick up the tab after that. I did not agree but I needed to get my car fixed and get my kids from school. I then attempted thereafter to get in touch with Ken Kassenbrock (spelling?) the GM at the dealership. As a customer with an issue, you should never be too busy to call me back and at least say you would get back with me as soon as convenient or something. He blew me off all day and I even showed back up to the dealership, hoping that if I was there he may make my issue something of a priority. He didnt and I just had to wait to hear from him, it was a waited trip. Well this morning 08/04/2015 he called me back and in a very unprofessional and nonchalant way proceeded to tell me that this is the way they do it. Nobody has had any damage happens during a wash, etc. I then said that I feel if I were from the carmel area that they would treat me differently, he said it doesnt matter if they are from downtown or anywhere, that they deal with people from all areas He then threatened me with saying, " I can stop the process (meaning stop the repair on my door) and give you back your car or you can just pay the $30 and have a nice repair done," After that he cut me short saying he needed to go because he had a customer in front of him and for me to just call him later or I could talk to him when i picked the vehicle up. He was extremely rude and made me feel that I had no choice in the matter and that my issue didnt matter. Why should I pay to rent a car that I need because your service department damaged and tried to hide the damage on my new car? I will never bring my car back to this place ever again, and I am sorry that they are a representative of Tom Wood who at least in Anderson at the Honda dealer did an excellent job which is why they got the sale.

CR

creasepa

I had my wife bring my Nissan Titan in on Wednesday after both rear parking brakes started to fall apart, requested brake inspection and repair estimate in regards to the issue. Tom Wood made the repairs to the brakes, brake pads, and replaced rotors on the rears on Thursday after parts came in. When Tom Wood stated the repairs were done, they contacted my wife to pickup the same day on Thursday. After she paid for the repairs and started to drive off, there was still a bad grinding sound on the truck with the ABS and Slip lights still on. I told my wife to take it back to Tom Wood immediately. They took another look and stated that the ABS and Slip lights were still on due to the fact that the rear passenger needed a new axle bearing, seal, spacer, and snap ring to repair. When I asked why this was not addressed, the only response I received was "well you didnt bring it in for that reason, so we didnt think it needed to be addressed". I was frustrated and did not know why they would believe the two items would not be related but let it go. Then they stated that the drivers front wheel bearing was damaged and needed replaced, which is why there was still a grinding sound. I again asked why this was not identified in the initial inspection and was told it was not identified when the truck was brought in for repairs by me. Both items were extremely frustrating as an inspection and diagnostic were performed and charged as well. After stating that they could have the parts in on Saturday and could make the repairs the same day (or at the latest Monday), I directed Tom Wood to go ahead with the repairs as it was a safety hazard with the drivers front wheel bearing being damaged. Tom Wood offered to provide a rental vehicle for the time period at no charge, however, I asked that instead of providing a rental that they help me out with the cost estimate of the new repairs. I had to continually contact Tom Wood without receiving updates, in which they stated that the repairs would not be complete on Saturday but they could finish on Monday. Again, I had to contact them on Monday afternoon only to find out that repairs would not be complete once again and would not be finished until Tuesday. At this point, I had to have a rental vehicle which they provided Monday afternoon. When I contacted them again Tuesday afternoon, they stated the repairs were complete. I arrived Tuesday evening to return the rental vehicle and pickup my truck. I paid the full price of the estimate costs and received no deduct as was discussed previously. In all, they had my truck in the shop for repairs from Wednesday to the following Tuesday, provided no help on the cost estimate that they stated they would, failed to identify issues that (I believe) should have been identified in the initial inspection, and charged $2,300+ for all expenses in total. Needless to say, I will not be returning to this location and would not recommend anyone take their vehicle here for repairs as the entire ordeal had a lack in overall communication and blatant failure to provide satisfaction to the customer.

LA

Laura Tucker

Two things have really clouded our impression of this dealership. 1) when we were in the process of purchasing a car, the salesman we worked with initially was not there at the time of day we came back to finalize the purchase. We were not going to follow-through with it until he was present, since we wanted to be sure he recd the credit for the sale. However the salesman who we saw that next day assured us in no uncertain terms that he would be processing the paperwork only, that the original salesman would still receive the credit for the sale. We found out later that this did not happen. We felt very bad for the original salesman, but there was not much we could do about it at this time. But it made us question the honesty of the employees there, that is for sure. Next, we were involved in an accident that was the other drivers fault, and we had the body work done at Tom Wood Collision. This process began in June 2014, and between the claims adjuster and the body shop, it took until the early part of August for the work to be completed. The fault did lie mostly with the insurance company. During that time we had a vehicle from Tom Wood Rental. I went to print my credit card statement for March 2015 and there was a $525 charge from Tom Wood Rental on it. I called them immediately, and was told that we were charged for the rental because we had the car too long and the insurance company didnt pay the rest. 1) this was 8 months after the fact we didnt get so much as a phone call to advise that this was happening. And 2) I was then bounced around back & forth between the rental side, the collision side and the insurance side for the better part of a month to get it resolved. The rental side blamed the collision side, the collision side blamed the rental side....it was a nightmare. They both just kept saying, their a different entity. From a customers point of view, you are ALL TOM WOOD. The rental side did apologize for us not having been notified prior to the transaction being processed, but that is not a resolution to the problem. In the end, it was me working with the insurance company to finally bring it to a close and to receive reimbursement from them. I expressed my disappointment (politely) via email to both the rental side and collision side, and didnt receive so much as a reply to my email. It would be nice to know that they would not be operating this same way in the future, but I certainly dont have confidence in that. I love our car, and would definitely purchase a Nissan again, but very likely we will not be doing business with Tom Wood in the future. It would take something pretty major to change our minds about that. So much for the Tom Wood Advantage.