TruWorth Auto - Carmel, IN

Reviews 3

MI

Mike Jenkins

ok I hardly ever write a review on anything, even if it sucks really bad, I just learn my lessons and move on.....however this experience has pissed me off enough to write one about Tru Worth. I was looking at trucks for a few months with no luck, when i came across a truck at Tru Worth Auto that I seemed to like. I went there and test drove it and liked it, had everything I wanted in a truck. before making a decision had my girlfriend go look at it with me and we test drove it again but we had the windows down this time as it was a nicer day (it was pouring down rain the first time) and she said she noticed a noise, well i did too and let the manager Nick know about the noise, and told him that i didnt want to buy a vehicle with an issue already that I really didnt know what it was. they were good enough to have the service department look at it and they said it was an exhaust leak. well i again said I wasnt really wanting to buy a vehicle with an existing issue, and thats why I havent found a truck yet because the others Ive looked at had issues. I told them i would end up getting an extended warranty with it, and Nick advised me that the warranty would cover the issue. so i told them i would have to think about it and went home and looked over the warranty papers, well the warranty DID NOT COVER THE EXHAUST, and when i came back the next day to let Nick know he said well it probably would cover some of it, but if not we (the dealership) would pay for the rest of it. Nick said that they would fix it when it broke. well he wrote it on the we owe I owe paper, but he worded it with the saying "when the exhaust manifold breaks, will replace the issue" well with me not knowing alot of things about cars i thought that was good for me so i signed the papers....... I was offered to defer my payments for 90 days, and of course i jumped on that lol. well 1 week before my first payment my air conditioning goes out, so i take it to an ASE certified garage like the warranty papers say, and I also have them do an oil change, and look at the exhaust leak because the noise has gotten alot worse than when i bought the truck. well $150 dollars later (the fuse just blew in the air) the service manager says the exhaust leak is bad, and there are 2 bolts that are broke off, and the exhaust manifold needs to be taken off and drilled out and bolts need replaced. I asked him about the exhaust manifold breaking or anything and he said it wont because of the manifold isnt broke or anything but everything else is broke causing the leak. so of course I go to see Nick at Tru Worth this past Saturday 6/4/16, and he gives me the run around saying they said when the exhaust manifold breaks they would repair it just like he wrote.....well the ASE CERTIFIED mechanic says it wont break and the bolts and stuff are broke and needs reparied. Of course Nick says that his service department can look at it and decide what needs to be done, (even after the ASE CERTIFIED garage has already looked at it and said its broke!!) well he tells me the service department would call me Monday morning to get my truck in and looked at........well Thursday rolled around and guess what??? no calls whatsoever, so i call them and ohhhhhh there was a mix up and blah blah blah......the service manager was nice though and came and got my truck from my house while I was at work, so thats a good thing I guess out of all of this! but its gonna be what their mechanic says vs what my mechanic says but they are both ASE certified so they should be saying the same thing, but Nick sure does know how to write something on paper to have a loop hole not to fix something....... UPDATE: they have decided to pay for the exhaust leak and fix it minus $100 bucks out of my pocket (which is what Id pay for the deductable I guess) but they just advised me its harder than they thought and might have to remove the engine to fix which is now a longer time to fix....theyve had the truck a week from tomorrow (Friday June 16)

DU

Dustin Keller

TruWorth Auto is big about finishing sales fast (30 minutes or less, as seen on their website). This is where the problem started, this sale lasted close to an hour if not more. Scott Holthouse (Finance) and Robert LaSalle (Sales) were quick to apologize for this and explained they were just making sure we got the best rate as we werent putting anything down for the vehicle. We blew this off as it wasnt any longer than any other car purchase we had made in the past. So there we are approved, signed, and off the lot with our new vehicle. 3 weeks later we get a call from TruWorth stating that our financing needed to be finalized and that they would need our most recent pay stubs so that they could verify our income with the financing institution. Puzzled by why this wasnt asked of us at time of purchase, I get the answer "we knew this financial institution would need this, but must have forgot to ask for this proof at the time of purchase". We refused to provide this as this failure was a result of the dealership. We started receiving calls and texts (yes, text messages) from the employees of TruWorth that we had been working with on this sale. I even received a voicemail from Nick Hardwick (General Sales Manager) stating this same needed information about this "Volt" we had bought (we bought a Prius). We offered to give this proof on the condition that the price of the vehicle be changed to reflect the dealerships mishaps. After almost a month of back and forth calls and texts, we eventually gave in and provided the proof for the dealerships mistake because the dealership was trying to void our contract and remove the vehicle from our possession. The dealership did nothing to fix their mishap. So it took longer than 30 minutes for the sale, and then 3 weeks later they realized they forgot to get information from us. This isnt everything....the car wouldnt start not even 2 months from the original sale date. So what did I do, I give TruWorth one more chance to redeem themselves, I give them a call as I know they provide service for vehicles. Scott Holthouse, who I had already dealt with, pushed me onto their service department to discuss the issue at hand. Knowing that the car was purchased less than 2 months ago and already knowing of the other stresses associated with my sale, the service department wanted to charge me $99 for a "diagnostic check" and then even suggested that I could go across the street to the Toyota dealership to have them check it. So I went elsewhere. Im still so surprised how I didnt just let them take the vehicle back, I will never be purchasing another vehicle from TruWorth and I have not been hesitant in letting everyone I know of this. Horrible customer service.

JA

James Deckard

The sales experience was great. Mike McArdle did an excellent job. I took the truck in a month after purchase only to find out that the front end and steering system needed rebuilt. This is a 2010 with 58k miles on it so now I am starting to question how it got this way and how it passed their "rigorous inspection". Thank heavens I bought an extended warranty for it. Now for the service experience: I have been dealing with Ron for the past 3 weeks. Yes, you heard me, they have had my truck for 3 weeks. I took the truck in a couple days before Christmas and it is now 1/14/2016. I understand that the holidays make repairs take a little longer but... 3 weeks? Ron has been very courteous when he calls and is pleasant to deal with but apparently Ron or whoever does the scheduling over there ABSOLUTELY SUCKS AT TIME MANAGEMENT!!!! Ron has been telling me for a week and a half that my truck will be finished tomorrow. Today he calls to tell me it is complete and then we figure out that he forgot to remove the pinstripe from the truck which I had worked out when I bought it. So Ron has had this truck for 3 weeks waiting for a warranty inspector and parts, and waited until today to partially remove the pinstripe that I have reminded him about EVERY time we have spoken! He started to ask me for the WE OWE document because it was entered incorrectly in the computer. Ron, you have my truck and the WE OWE is in it!!! At this point you should do it for free without hesitation because you have kept the tuck for THREE STINKING WEEKS!!!! He was also kind enough to tell me that it is a good thing that I brought it in when I did because the steering system component that is most crucial was about to "rust through". Now I dont know if this would have caused a safety concern but it sure doesnt inspire confidence in the truck, Truworths inspection process, or their service department. The moral to this story is: If you purchase from Truworth, have it inspected somewhere else before signing anything and make sure you buy the extended warranty! Full disclosure, They provided me with a rental 4x4 truck and this has cost me $0 out of pocket so far. Update: I picked up my truck today. Ron reviewed all of the repairs with me and then tried to charge me $45.00 for an oil change that I NEVER asked for after he kept my truck for THREE STINKING WEEKS!!!! He was polite about it and eventually agreed not to charge me for it. The truck drives much better and they removed the entire pinstripe as originally promised. It looks like a different truck now.