*** *** came in on 06/10/for a oil change , on 06/21/her car was towed into shop for a no start concernTechnician hooked up vehicle to computer and found misfire codes for all engine cylinders, technician went by the Ford shop manual per codes and removed all spark plugs , found all
plugs fouled beyond repair, Service Advisor told ***, technician needed to replace spark plugs first and retestTechnician replaced all spark plugs and vehicle started and had no misfires , reran testing no codes at that time , *** was in a hurry and since vehicle started and was running decided to take vehicle Technican was not allowed time to test drive vehicle to be sure there were no other issueson 06/26/vehicle came back in for check engine light on , technician hooked engine to computer and found engine leaking coolant internallysuspect blown head gasket , would have to remove cylinder head to confirmChanging the oil could not have affected any of these issues that occurred from 06/I talked to *** *** on 06/29/and I will refund her the amount of $for the 06/21/repairs and she agreed to the refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
Reicina [redacted]
Dear [redacted]; I would like to respond to this complaint issued against Tom Wood by [redacted] and [redacted]. I wonder if this might be an old or delayed concern. Allow me to explain please. I have attached four pages that I will reference throughout this response. The page 1 letter A...
is the "Letter of settlement". [redacted] and [redacted] have already signed off and accepted their settlement. You can see that page 1 letter b amount of settlement is $43,090.1 similar to and even greater than page 3 letter A $ 42,658.65 which is what they paid for the vehicle new in 2015. Our guests are asking for $10,000.00. On page 1letter C you can see that part of the settlement was to deposit $9,690.80 electronically to their checking account. On page 4letter A is the amount of $43,202.00 which is the new replacement vehicle. This should be case closed. However I feel like (feelings are not wrong or right and these feelings are mine personally) based on separate conversations with both parties that they want money above and beyond making them whole. The sum was originally $2,000.00. During the negotiations of the purchase of the replacement the sum mentioned was $6,000.00. The amount mentioned in the Revdex.com complaint is $10,000.00. I will paraphrase below the comments as I remember them today. Based on information we found online the Wood Family business makes like 400 million or 4 billion a year in revenue. Good for them. Great job! They went on to say. I wouldn't think you want this made public on social media or Revdex.com. We both know that the amount of money we are requesting means way more to our family then it does the Wood Family. This case is closed. Sincerely, Thomas J K[redacted], Tom Wood Ford
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I forwarded the wrong VIN number by mistake. The correct vin is: [redacted]
Regards,
[redacted]
Apologies to Mr. [redacted] on the inconvenience that occurred to him with Tom Wood Lexus. We will be willing to allow a third party vendor place the film on his vehicle as requested, as long as we can communicate with the vendor prior to the procedure taking place. Please contact Ashley...
E[redacted], our Lexus Experience Manager to make the necessary arrangements. Her cell number is [redacted].
[redacted] entered into a Lease Contract that stated he was to pay a specified monthly payment for a specific term in consideration for the payment of monies that were used for repairs on his commercial truck and working capital. [redacted] suffered a casualty and his insurance...
proceeds paid off the majority of his financial obligation. [redacted] continues to make his payments as agreed and at this rate the balance of his obligation will be paid in full by June of 2016.We highly suspect this complaint was not filed by [redacted]. He has two sisters that were not involved in the transaction who have contacted [redacted] on numerous occasions making unfounded accusations, threatening to hire an attorney and file a complaint. The sisters were not privy to the details of the transaction or all the communications with [redacted]. The description of the transaction below and dollar amounts are inaccurate which further raises questions that this complaint was actually filed by [redacted].We have unsuccessfully tried to contact [redacted] since receiving this report. I would ask that the Revdex.com verify this report was in fact filed by him. [redacted] has no issues with [redacted] and as previously mentioned he is satisfying his obligations as agreed.G. Paul [redacted]General Manager[redacted] Co., Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
On 11/28/2015 Mr. [redacted] brought in his 2014 Audi A4 for the routine 15K service The vehicle had 16,652 miles on it. There was no mention or request from the customer about noise from the tires. on 1/26/2016 Mr. [redacted] brought his vehicle in with 22,592 miles...
complaining that he thought he had a bent rim because there was a loud noise from the front of the car. We inspected his car and informed him that his tires were cupping and in order to alleviate the loud noise it required two tires be replaced and we recommended an alignment be performed to insure that the new tires would not cup. Mr [redacted] picked up his car and declined any work. We then received a call from Audi that Mr [redacted] called in complaining that when he brought his car in back for the 15K service that he complained about the tires and he wanted to hold us liable that we didn't discover his tires were cupping at the 15k service. We have no record of any complaint from his 15K service and Mr. [redacted] drove his car another 5943 miles before bringing it in with the complaint about the bent rim. Mr [redacted] called in on 3/7/2016 and spoke with Joe [redacted] the Audi service manager about his complaints. In order to make Mr. [redacted] happy Joe offered him a goodwill gesture to install two new tires at our dealer cost and do an alignment for $100.00 which was a discount of $89.00 from our standard charge. Mr [redacted] told Joe that he would do the tires but he would pass on the alignment. He stated that he was moving to Virginia and was going to drive on these tires thru the summer then buy Michelins at the end of the summer and do the alignment in Virginia. On 3/8/2016 Mr. [redacted] dropped his car off and we installed the two tires. When he dropped his car off he informed the service advisor that he changed his mind and to go ahead and do the alignment. The service advisor told him that we would install the tires and then recheck the alignment to show him the specks before we did the alignment. His car had 26,462 miles on it This was an additional 3870 miles since we originally recommended the two tires and alignment. Mr [redacted] showed up after we installed the tires but before we were finished with the alignment and didn't want to wait for us to finish. On 3/9/2016 Mr [redacted] called Joe [redacted] complaining that the car still had a little noise and complaining that we didn't do the alignment. Joe apologized and suggested that he bring the car back in for the alignment and we would give him a car to drive so he wasn't inconvenienced. Mr. [redacted] said that would be fine and he also asked if we could do the other two tires at cost. Joe agreed to this. Mr. [redacted] agreed to bring his car back in on Tuesday 3/15/2016 to have these items performed. That is where it stood until we just received this Revdex.com complaint.
The deposit was for a custom build Porsche Cayenne. All custom build units that are cancelled or not accepted by the customer are not eligible for a refund of the down payment. Sales Representatives are not authorized to grant refunds under any circumstance. However, in this case case an...
exception will be made due to the fact that US immigration officials delayed the scheduled delivery to to a VISA status
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...
the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I am not satisfied with the response as that the $299 was taxed and it is being financed over the duration of the loanand my score of 651 is not a tier 5.
1/4/2016 Revdex.com Complaint / Mr. [redacted] Mr. [redacted] brought his 2012 Dodge Charger in for repair Nov. 25th through Travlers insurance co.Vehicle repaired with-in Travelers ERT (estimated repair time)Mr. [redacted] contacted to pick up completed vehicle 12/4 – picked up 12/512/21 the guest...
called with a repair issue he noticed. He spoke with TWC Travelers account CSM [redacted]. [redacted] explained Mr. [redacted] has a “life Time” warranty on his repair. He advised him to simply schedule a date that worked for him and we will address his issue. Mr. Bolejack asked to come in on a Saturday, [redacted] explained we are open for deliveries only on Saturday (We do not have production techs in on Saturday it would have to be a week day). This upset Mr. [redacted] and he became combative with [redacted] stating he spoke with the in house Travelers Rep. [redacted] on 11/25/2015 and He told Mr. [redacted] he could come in on Saturday to have his issue addressed. He then brought a new “unrelated to the claim issue to [redacted]’s attention. (front Headlamp & fog lamp have overspray on them) [redacted] explained in our repair process this is not possible but we will be happy to look at when the vehicle arrives for the original repair issue.In House Travelers Rep. [redacted] stated he did not speak with Mr. [redacted] that day because Tom Wood Collision nor Travelers Ins. Were open that day?Manager Jennifer [redacted] reached out to contact Mr. [redacted] to schedule. He was Very Combative using profanity & hung up on her. She called on [redacted] to contact him.[redacted] scheduled the for 12/21/15 12/21/15 Mr. [redacted] went over the vehicle with [redacted] & [redacted] ( left front door vent shad had minor scratches, the belt molding had wrinkles in it and the door did not open as smooth as it did prior to the collision. Vent shade & belt molding were deem not related age wearable parts BUT Travelers cover them for guest satisfaction. Mr. [redacted] also had a concern with overspray on his Head & Fog Lamp, [redacted] explained the bumper cover and lights are covered with plastic in our paint repair process. He also pointed out Mr. [redacted] Front bumper cover has had a poor prior repair showing clear coat very fogy looking. Travelers agreed to pay to have this arear buffed again for guest satisfaction. 12/30/15 all Mr. [redacted] issues were addressed & corrected. [redacted] / [redacted] & Jennifer [redacted] review the completed vehicle and all agreed both businesses went above and beyond for try to satisfy Mr. [redacted]. 12/30/15 Mr. [redacted] was in to pick and [redacted] & [redacted] came to my office to ask me to speak to Mr. [redacted] because he was not satisfied with the front bumper (it had small rock chips on the lower ground effect portion, common from road & highways) I explained these are common chip and just about all vehicle have them. He did not like my answer and was be Very combative and using profanity loudly. Asked Mr. [redacted] if all his issues he came in with were corrected. He stated Yes, but he didn’t have these chips & light scratches (on his hood) I then referred to our photos taken with our vehicle check in process and all these ships & scratches along with several other dents, paint missing scratches were present over the entire vehicle.**( See attached photos)** TWC feels we repaired Mr. [redacted]’s vehicle back to “pre-accident” as per the agreed estimate provided from His insurance company Travelers. We stand 100% behind our workmanship with a Life time warranty. Mr. [redacted]’s Insurance co Travelers. Agrees. Respectfully yours, Merze [redacted] Collision Center Director Tom Wood Collision Center 9727 Bauer Drive Indianapolis, IN 46240 Phone [redacted] Fax 317- 575-6882 [redacted] Great Teams have Great Teammates.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The $299 proposed should also include the 7% tax at the least. I am also dissastisfied with the lack of honest transparency during the sale!
Regards,
[redacted]
Ms. [redacted], Ms. [redacted] brought the vehicle to Tom Wood Nissan on 11-16-15 with and electrical issue with her rear hatch. It was a difficult problem to find. Once we finally found the connector that was the issue was in the behind the side panel. We had to take out...
all interior panels in the back and rear seats and floor panels. It was Tuesday prior to Thanksgiving and Ms. [redacted] had to have her vehicle back to go out of town. We repaired the vehicle to get her back on the road. When she picked up the vehicle, Gary A[redacted] the Service Manager informed her that the water damage could cause other issues and that the harness needs to be replaced. She returned on 12-15-15 stating she had the rear hatch issue again and that we found further corrosion to the connectors of the rear wiring harness. We contacted CarMax extended warranty since the vehicle was purchased from there and they declined any repairs due to the fact there was water intrusion. We informed Ms. [redacted] that the repairs would run $975.00 for repairs to the vehicle at which time she declined. Ms. [redacted] contacted Nissan Motor America for assistance and they declined any assistance to her. Ms. [redacted]’s issues with her vehicle did not come from the repairs performed on her vehicle but rather from the water intrusion the vehicle has had causing damage to her electrical wiring. Also during the week Ms. [redacted]’s vehicle was in service she was provided a rental vehicle at no expense to her. I have attached three documents that explain what was performed. Sincerely,Ken K[redacted]General ManagerTom Wood Nissan
To Whom it May Concern,There was a week's time frame, after the initial pick up of the 2006 Avalon with 190K plus miles which had the top of the dash replaced, that we could've been notified of the issue. this occured in March and we are now in August. The part that was under warranty does not...
attach, connect, or in any other way have any thing to do with the monitor display.However, the timing of the display going out soon after the repair to the top of the dash would lead any reasonable person to think there could be a connection between the repair and the issue. Therefore we are willing to replace the monitor at no cost with a used display monitor in full working status.As to the issue wiht the CV Joint, we did in fact put the car on a lift and inspect it as there were several months in between the visits to our service department. The repair was a recommendation. We do a Multi Point Inspection on all vehicles that come into our service department. There were other recommendations as well but they were turned down as is the customers right. We are not offering to repair any other issues on the Avalon unless she is willing to pay for said repairs. There will be no charge for the Display Monitor work. This is a good will gesture only and is does not imply any warranty.If the customer would agree to this response as an adequate fix to her complaint we will be happy to schedule. The part will take approximately 2 weeks to arrive. I am going to have my Fixed Ops Manager reach out to her and let her know our intentions.Please contact Chris H[redacted] at chris_h[redacted]@tomwood.com with any questions on this matter.Thank you for the opportunity to help one of our customers.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Jeffrey [redacted], I don't agree with Tom Wood responsive to my complaint my car wasn't like that when I drop it off. When I was there the first time returning my car because they had over looked some thing the manger there at the shop took pics of my car and when I picked my car up the second time that's when I notice the scratches on my car it looked like they had ran my car thru a car washed which I never do..them scratches was there when I let them see my car the first time of return.. And he is saying that on the buttom of my car were rocks hitting my car, it looks like some kind of substanced that they sprayed caused a film on the bottom part of my car because it's a white film..
I spoke with Mr. [redacted] on Saturday afternoon, July 23rd and he vented his frustration with the situation to me. After speaking with my salesperson, Jamie C**, he said he left a message explaining that the vehicle had been sold. I'm not sure why Mr. [redacted] did not receive the...
information. Unfortunately with 18 salespeople and 250 vehicles that are marketed and for sale 24 hours per day, 7 days a week this happens on occasion. Tom Wood Subaru apologizes and I can guarantee you that we don't intentionally waste our customer's valuable time. I reviewed the notes in our system and Jamie made a note that the vehicle sold at 2 pm that same day while Mr. [redacted] had an appointment to view the vehicle between 3-4 pm. We keep a desk log tracking sold vehicles for this very reason but as stated, we can't always know what stage a particular vehicle is in every minute of the day. Mr. [redacted] indicated that he was intending to purchase a new Subaru Crosstrek and I offered assistance with that purchase in an effort to make it up to him but he declined. I don't like the situation either as the store loses a potential customer for 2 vehicles, but the timing of purchases cannot always be controlled. My offer to assist with sale of the new Subaru still stands and I would be happy to facilitate that purchase in order to begin earning his business and respect as a potential customer.Josh P[redacted], General ManagerTom Wood Subaru317.705.7009
[redacted] brought his vehicle to us on 12/20/16. He told the advisor Brian M[redacted] that they already put a battery in the car and it still wouldn't start. One of our senior technician Bentley D[redacted], went with a jump box to start the car. When he tried to start the car,...
the vehicle clicked once. That is the indicator that the vehicle needs a starter. It was tested as bad causing just a click. Mr [redacted] declined for any repairs, paid for our initial diagnosis and took his vehicle. Since we couldn't get the vehicle started, there would be no way for us or anyone to test the alternator as the vehicle must be running to test voltage. We deal with LS starters on a regular basis, and when it clicks just once we know the solution. Once this aftermarket repair facility installed the starter, that is when they found out that it also needed and alternator and fuse box. Without installing the starter they wouldn't be able to diagnose anything further. If he would have let us install the starter, we would have found those items being needed as well. Mr. [redacted]’s vehicle most likely had additional problems that could not have been found until the starter was replaced. I can easily see how someone would think that it was misdiagnosed, however it is more likely that his vehicle needed more than one part to fix his vehicle. Alex G[redacted]
[redacted], I wanted to follow up on case ID [redacted]. We have been in contact with Mr. [redacted], and have come to what we believe is an agreeable solut[redacted] / outcome. We have already picked up the Toyota Highlander in Washington State, and is in route back to Indianapolis. We...
have agreed to reimburse Mr. [redacted] the following – · $10,000 - down payment · $1000 – Goodwill (to cover airline tickets, interest on the down payment) · $11,000 - Total We have been communicating with Mr. [redacted] via email, but he is currently on a boat, in the Sea of Alaska, and has limited email access. All indications are the $11,000 will meet the expectations of Mr. [redacted]. Contact me with any questions. Bart S[redacted] General Manager Tom Wood Lexus
*** *** came in on 06/10/for a oil change , on 06/21/her car was towed into shop for a no start concernTechnician hooked up vehicle to computer and found misfire codes for all engine cylinders, technician went by the Ford shop manual per codes and removed all spark plugs , found all
plugs fouled beyond repair, Service Advisor told ***, technician needed to replace spark plugs first and retestTechnician replaced all spark plugs and vehicle started and had no misfires , reran testing no codes at that time , *** was in a hurry and since vehicle started and was running decided to take vehicle Technican was not allowed time to test drive vehicle to be sure there were no other issueson 06/26/vehicle came back in for check engine light on , technician hooked engine to computer and found engine leaking coolant internallysuspect blown head gasket , would have to remove cylinder head to confirmChanging the oil could not have affected any of these issues that occurred from 06/I talked to *** *** on 06/29/and I will refund her the amount of $for the 06/21/repairs and she agreed to the refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
Reicina [redacted]
Dear [redacted]; I would like to respond to this complaint issued against Tom Wood by [redacted] and [redacted]. I wonder if this might be an old or delayed concern. Allow me to explain please. I have attached four pages that I will reference throughout this response. The page 1 letter A...
is the "Letter of settlement". [redacted] and [redacted] have already signed off and accepted their settlement. You can see that page 1 letter b amount of settlement is $43,090.1 similar to and even greater than page 3 letter A $ 42,658.65 which is what they paid for the vehicle new in 2015. Our guests are asking for $10,000.00. On page 1letter C you can see that part of the settlement was to deposit $9,690.80 electronically to their checking account. On page 4letter A is the amount of $43,202.00 which is the new replacement vehicle. This should be case closed. However I feel like (feelings are not wrong or right and these feelings are mine personally) based on separate conversations with both parties that they want money above and beyond making them whole. The sum was originally $2,000.00. During the negotiations of the purchase of the replacement the sum mentioned was $6,000.00. The amount mentioned in the Revdex.com complaint is $10,000.00. I will paraphrase below the comments as I remember them today. Based on information we found online the Wood Family business makes like 400 million or 4 billion a year in revenue. Good for them. Great job! They went on to say. I wouldn't think you want this made public on social media or Revdex.com. We both know that the amount of money we are requesting means way more to our family then it does the Wood Family. This case is closed. Sincerely, Thomas J K[redacted], Tom Wood Ford
The plates were delivered via FedEx on Tuesday, August 23, 2017 from Tom Wood Porsche. This was ten days before the promised date.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I forwarded the wrong VIN number by mistake. The correct vin is: [redacted]
Regards,
[redacted]
Apologies to Mr. [redacted] on the inconvenience that occurred to him with Tom Wood Lexus. We will be willing to allow a third party vendor place the film on his vehicle as requested, as long as we can communicate with the vendor prior to the procedure taking place. Please contact Ashley...
E[redacted], our Lexus Experience Manager to make the necessary arrangements. Her cell number is [redacted].
Ms. [redacted], I have attached a response to this complaint as well as some documents that support our claim. Thank you, Ken K[redacted]
[redacted] entered into a Lease Contract that stated he was to pay a specified monthly payment for a specific term in consideration for the payment of monies that were used for repairs on his commercial truck and working capital. [redacted] suffered a casualty and his insurance...
proceeds paid off the majority of his financial obligation. [redacted] continues to make his payments as agreed and at this rate the balance of his obligation will be paid in full by June of 2016.We highly suspect this complaint was not filed by [redacted]. He has two sisters that were not involved in the transaction who have contacted [redacted] on numerous occasions making unfounded accusations, threatening to hire an attorney and file a complaint. The sisters were not privy to the details of the transaction or all the communications with [redacted]. The description of the transaction below and dollar amounts are inaccurate which further raises questions that this complaint was actually filed by [redacted].We have unsuccessfully tried to contact [redacted] since receiving this report. I would ask that the Revdex.com verify this report was in fact filed by him. [redacted] has no issues with [redacted] and as previously mentioned he is satisfying his obligations as agreed.G. Paul [redacted]General Manager[redacted] Co., Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
On 11/28/2015 Mr. [redacted] brought in his 2014 Audi A4 for the routine 15K service The vehicle had 16,652 miles on it. There was no mention or request from the customer about noise from the tires. on 1/26/2016 Mr. [redacted] brought his vehicle in with 22,592 miles...
complaining that he thought he had a bent rim because there was a loud noise from the front of the car. We inspected his car and informed him that his tires were cupping and in order to alleviate the loud noise it required two tires be replaced and we recommended an alignment be performed to insure that the new tires would not cup. Mr [redacted] picked up his car and declined any work. We then received a call from Audi that Mr [redacted] called in complaining that when he brought his car in back for the 15K service that he complained about the tires and he wanted to hold us liable that we didn't discover his tires were cupping at the 15k service. We have no record of any complaint from his 15K service and Mr. [redacted] drove his car another 5943 miles before bringing it in with the complaint about the bent rim. Mr [redacted] called in on 3/7/2016 and spoke with Joe [redacted] the Audi service manager about his complaints. In order to make Mr. [redacted] happy Joe offered him a goodwill gesture to install two new tires at our dealer cost and do an alignment for $100.00 which was a discount of $89.00 from our standard charge. Mr [redacted] told Joe that he would do the tires but he would pass on the alignment. He stated that he was moving to Virginia and was going to drive on these tires thru the summer then buy Michelins at the end of the summer and do the alignment in Virginia. On 3/8/2016 Mr. [redacted] dropped his car off and we installed the two tires. When he dropped his car off he informed the service advisor that he changed his mind and to go ahead and do the alignment. The service advisor told him that we would install the tires and then recheck the alignment to show him the specks before we did the alignment. His car had 26,462 miles on it This was an additional 3870 miles since we originally recommended the two tires and alignment. Mr [redacted] showed up after we installed the tires but before we were finished with the alignment and didn't want to wait for us to finish. On 3/9/2016 Mr [redacted] called Joe [redacted] complaining that the car still had a little noise and complaining that we didn't do the alignment. Joe apologized and suggested that he bring the car back in for the alignment and we would give him a car to drive so he wasn't inconvenienced. Mr. [redacted] said that would be fine and he also asked if we could do the other two tires at cost. Joe agreed to this. Mr. [redacted] agreed to bring his car back in on Tuesday 3/15/2016 to have these items performed. That is where it stood until we just received this Revdex.com complaint.
The deposit was for a custom build Porsche Cayenne. All custom build units that are cancelled or not accepted by the customer are not eligible for a refund of the down payment. Sales Representatives are not authorized to grant refunds under any circumstance. However, in this case case an...
exception will be made due to the fact that US immigration officials delayed the scheduled delivery to to a VISA status
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...
the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I am not satisfied with the response as that the $299 was taxed and it is being financed over the duration of the loanand my score of 651 is not a tier 5.
1/4/2016 Revdex.com Complaint / Mr. [redacted] Mr. [redacted] brought his 2012 Dodge Charger in for repair Nov. 25th through Travlers insurance co.Vehicle repaired with-in Travelers ERT (estimated repair time)Mr. [redacted] contacted to pick up completed vehicle 12/4 – picked up 12/512/21 the guest...
called with a repair issue he noticed. He spoke with TWC Travelers account CSM [redacted]. [redacted] explained Mr. [redacted] has a “life Time” warranty on his repair. He advised him to simply schedule a date that worked for him and we will address his issue. Mr. Bolejack asked to come in on a Saturday, [redacted] explained we are open for deliveries only on Saturday (We do not have production techs in on Saturday it would have to be a week day). This upset Mr. [redacted] and he became combative with [redacted] stating he spoke with the in house Travelers Rep. [redacted] on 11/25/2015 and He told Mr. [redacted] he could come in on Saturday to have his issue addressed. He then brought a new “unrelated to the claim issue to [redacted]’s attention. (front Headlamp & fog lamp have overspray on them) [redacted] explained in our repair process this is not possible but we will be happy to look at when the vehicle arrives for the original repair issue.In House Travelers Rep. [redacted] stated he did not speak with Mr. [redacted] that day because Tom Wood Collision nor Travelers Ins. Were open that day?Manager Jennifer [redacted] reached out to contact Mr. [redacted] to schedule. He was Very Combative using profanity & hung up on her. She called on [redacted] to contact him.[redacted] scheduled the for 12/21/15 12/21/15 Mr. [redacted] went over the vehicle with [redacted] & [redacted] ( left front door vent shad had minor scratches, the belt molding had wrinkles in it and the door did not open as smooth as it did prior to the collision. Vent shade & belt molding were deem not related age wearable parts BUT Travelers cover them for guest satisfaction. Mr. [redacted] also had a concern with overspray on his Head & Fog Lamp, [redacted] explained the bumper cover and lights are covered with plastic in our paint repair process. He also pointed out Mr. [redacted] Front bumper cover has had a poor prior repair showing clear coat very fogy looking. Travelers agreed to pay to have this arear buffed again for guest satisfaction. 12/30/15 all Mr. [redacted] issues were addressed & corrected. [redacted] / [redacted] & Jennifer [redacted] review the completed vehicle and all agreed both businesses went above and beyond for try to satisfy Mr. [redacted]. 12/30/15 Mr. [redacted] was in to pick and [redacted] & [redacted] came to my office to ask me to speak to Mr. [redacted] because he was not satisfied with the front bumper (it had small rock chips on the lower ground effect portion, common from road & highways) I explained these are common chip and just about all vehicle have them. He did not like my answer and was be Very combative and using profanity loudly. Asked Mr. [redacted] if all his issues he came in with were corrected. He stated Yes, but he didn’t have these chips & light scratches (on his hood) I then referred to our photos taken with our vehicle check in process and all these ships & scratches along with several other dents, paint missing scratches were present over the entire vehicle.**( See attached photos)** TWC feels we repaired Mr. [redacted]’s vehicle back to “pre-accident” as per the agreed estimate provided from His insurance company Travelers. We stand 100% behind our workmanship with a Life time warranty. Mr. [redacted]’s Insurance co Travelers. Agrees. Respectfully yours, Merze [redacted] Collision Center Director Tom Wood Collision Center 9727 Bauer Drive Indianapolis, IN 46240 Phone [redacted] Fax 317- 575-6882 [redacted] Great Teams have Great Teammates.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The $299 proposed should also include the 7% tax at the least. I am also dissastisfied with the lack of honest transparency during the sale!
Regards,
[redacted]
Ms. [redacted], Ms. [redacted] brought the vehicle to Tom Wood Nissan on 11-16-15 with and electrical issue with her rear hatch. It was a difficult problem to find. Once we finally found the connector that was the issue was in the behind the side panel. We had to take out...
all interior panels in the back and rear seats and floor panels. It was Tuesday prior to Thanksgiving and Ms. [redacted] had to have her vehicle back to go out of town. We repaired the vehicle to get her back on the road. When she picked up the vehicle, Gary A[redacted] the Service Manager informed her that the water damage could cause other issues and that the harness needs to be replaced. She returned on 12-15-15 stating she had the rear hatch issue again and that we found further corrosion to the connectors of the rear wiring harness. We contacted CarMax extended warranty since the vehicle was purchased from there and they declined any repairs due to the fact there was water intrusion. We informed Ms. [redacted] that the repairs would run $975.00 for repairs to the vehicle at which time she declined. Ms. [redacted] contacted Nissan Motor America for assistance and they declined any assistance to her. Ms. [redacted]’s issues with her vehicle did not come from the repairs performed on her vehicle but rather from the water intrusion the vehicle has had causing damage to her electrical wiring. Also during the week Ms. [redacted]’s vehicle was in service she was provided a rental vehicle at no expense to her. I have attached three documents that explain what was performed. Sincerely,Ken K[redacted]General ManagerTom Wood Nissan
To Whom it May Concern,There was a week's time frame, after the initial pick up of the 2006 Avalon with 190K plus miles which had the top of the dash replaced, that we could've been notified of the issue. this occured in March and we are now in August. The part that was under warranty does not...
attach, connect, or in any other way have any thing to do with the monitor display.However, the timing of the display going out soon after the repair to the top of the dash would lead any reasonable person to think there could be a connection between the repair and the issue. Therefore we are willing to replace the monitor at no cost with a used display monitor in full working status.As to the issue wiht the CV Joint, we did in fact put the car on a lift and inspect it as there were several months in between the visits to our service department. The repair was a recommendation. We do a Multi Point Inspection on all vehicles that come into our service department. There were other recommendations as well but they were turned down as is the customers right. We are not offering to repair any other issues on the Avalon unless she is willing to pay for said repairs. There will be no charge for the Display Monitor work. This is a good will gesture only and is does not imply any warranty.If the customer would agree to this response as an adequate fix to her complaint we will be happy to schedule. The part will take approximately 2 weeks to arrive. I am going to have my Fixed Ops Manager reach out to her and let her know our intentions.Please contact Chris H[redacted] at chris_h[redacted]@tomwood.com with any questions on this matter.Thank you for the opportunity to help one of our customers.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Jeffrey [redacted], I don't agree with Tom Wood responsive to my complaint my car wasn't like that when I drop it off. When I was there the first time returning my car because they had over looked some thing the manger there at the shop took pics of my car and when I picked my car up the second time that's when I notice the scratches on my car it looked like they had ran my car thru a car washed which I never do..them scratches was there when I let them see my car the first time of return.. And he is saying that on the buttom of my car were rocks hitting my car, it looks like some kind of substanced that they sprayed caused a film on the bottom part of my car because it's a white film..
I spoke with Mr. [redacted] on Saturday afternoon, July 23rd and he vented his frustration with the situation to me. After speaking with my salesperson, Jamie C**, he said he left a message explaining that the vehicle had been sold. I'm not sure why Mr. [redacted] did not receive the...
information. Unfortunately with 18 salespeople and 250 vehicles that are marketed and for sale 24 hours per day, 7 days a week this happens on occasion. Tom Wood Subaru apologizes and I can guarantee you that we don't intentionally waste our customer's valuable time. I reviewed the notes in our system and Jamie made a note that the vehicle sold at 2 pm that same day while Mr. [redacted] had an appointment to view the vehicle between 3-4 pm. We keep a desk log tracking sold vehicles for this very reason but as stated, we can't always know what stage a particular vehicle is in every minute of the day. Mr. [redacted] indicated that he was intending to purchase a new Subaru Crosstrek and I offered assistance with that purchase in an effort to make it up to him but he declined. I don't like the situation either as the store loses a potential customer for 2 vehicles, but the timing of purchases cannot always be controlled. My offer to assist with sale of the new Subaru still stands and I would be happy to facilitate that purchase in order to begin earning his business and respect as a potential customer.Josh P[redacted], General ManagerTom Wood Subaru317.705.7009
[redacted] brought his vehicle to us on 12/20/16. He told the advisor Brian M[redacted] that they already put a battery in the car and it still wouldn't start. One of our senior technician Bentley D[redacted], went with a jump box to start the car. When he tried to start the car,...
the vehicle clicked once. That is the indicator that the vehicle needs a starter. It was tested as bad causing just a click. Mr [redacted] declined for any repairs, paid for our initial diagnosis and took his vehicle. Since we couldn't get the vehicle started, there would be no way for us or anyone to test the alternator as the vehicle must be running to test voltage. We deal with LS starters on a regular basis, and when it clicks just once we know the solution. Once this aftermarket repair facility installed the starter, that is when they found out that it also needed and alternator and fuse box. Without installing the starter they wouldn't be able to diagnose anything further. If he would have let us install the starter, we would have found those items being needed as well. Mr. [redacted]’s vehicle most likely had additional problems that could not have been found until the starter was replaced. I can easily see how someone would think that it was misdiagnosed, however it is more likely that his vehicle needed more than one part to fix his vehicle. Alex G[redacted]
[redacted], I wanted to follow up on case ID [redacted]. We have been in contact with Mr. [redacted], and have come to what we believe is an agreeable solut[redacted] / outcome. We have already picked up the Toyota Highlander in Washington State, and is in route back to Indianapolis. We...
have agreed to reimburse Mr. [redacted] the following – · $10,000 - down payment · $1000 – Goodwill (to cover airline tickets, interest on the down payment) · $11,000 - Total We have been communicating with Mr. [redacted] via email, but he is currently on a boat, in the Sea of Alaska, and has limited email access. All indications are the $11,000 will meet the expectations of Mr. [redacted]. Contact me with any questions. Bart S[redacted] General Manager Tom Wood Lexus