Tom Wood Porsche

I have owned and purchased a lot of vehicles. It is the best service deportment that I have had the pleasure of working with.

"Never been satisfied going there or leaving there, always expensive, always a hassle, always under deliver”

After placing me on hold a number of times (mind you this was about 3 PM in the afternoon), the gentleman came on the line and told me he was going to have to call me back. I asked if there was someone else that could answer a quick question and look up a part for me so I would know whether I was going to have to leave work or not. He proceeded to get extremely rude and tell me that he could not help me right now. My godfather runs a dealership of this size and scope. I know what the day-to-day looks like, and especially at a premium dealership, there is no way every employee was busy. In the end, even if they were, there is no excuse for the way I was treated by the Parts representative. It was easily the worst customer services experience I have ever had.

Update: I appreciate the response by the Service Provider. I have decided to update my grades accordingly. Customer service is most important and making an effort to reach out and remedy the situation speaks volumes.

This was the second time I have purchased from Tom Wood Audi. Josh Sides is a great representative of the dealership. He is professional and follows up on questions quickly. The staff there are not "pushy car salesmen"! Customer services is a priority there! I had been looking for a new vehicle for about a month. He knew what I was looking for and called me as soon as they had a car come in on trade. I went out the next day to see it and drove it home that evening! I would definitely recommend working with Mr. Sides. Their service department is also very responsive to my needs.

They are fantastic and we use them all the time. Jeremy, the service manager, is the best you have every seen.

It went fantastic. Steve was my rep for the second time, and he is great. This is the only place I will ever buy a car again, or have service done for that matter. They are a class act, and know how to treat customers. I could not be more satisfied with my experieces there.

Their work is very complete.

Great accommodation for my time line. Great service. An exemplary company.

Overall, the service department treats their customers the right way. They get you in and out as quickly as possible, with a smile, and a car wash! I am very happy with their service and will use them again when I purchase my next Audi.

I utilized Audi for my 15,000 mile checkup on my Q5 and everything was completed in a timely fashion and the work on my car was fine. I did purchase the care plan to take care of all inspections and oil changes up to the 45,000 mile mark which reduced the cost of each individual appointment. The staff were willing to answer all my questions, and they have done a fine job on my car every time I have gone in and I trust them to do work on my car if it ever does have issues in the future.

I took my Audi Q7 in for routine 35k maintenance and picked my car up 7 hours laters still needing routine 35K maintenance because they never began the service!!!
Dropped it off at 8AM (took a loaner car). I told service agent I needed the car by 3PM because I was going on a trip to SC and needed to pick up car before then. He told me it would be ready in about an hour and half or maybe a little longer...early afternoon latest. He said he would call me when it was complete. I finished my last meeting at 3PM and decided to stop by since I hadn't heard from him and needed to leave for my trip. When I got there and asked for my car, he embarrassingly told me that they hadn't even put the car in the bay yet! He apologized and said he would get the car for me. That was it...I drove away (vowing never to go back) however I don't have many choices unless I want to drive an hour or more for an oil change and waste half a day or more.
The service guy called me while I was on my trip and offered to come by my house to pick to up the car, get it serviced and drop it back off. I'm contemplating this but it still doesn't address the overall issue of continued poor service at this location.

I recently purchased a 2006 Porsche Cayenne Turbo and was considering several options to do several jobs on it. I made a pre-purchase inspection at Tom Wood Porsche and was quite pleased with the service. My experience with their actual service is much worse.
First, I had to go 4 (four!) times to the dealership to perform the works and fix all the issues. When you deal with the premium brand, you expect everything to be done right from the first time This is not about Tom Wood.
Second, after I got my car from service, it was leaking oil and driver side headlight was on and off constantly when on the road.
They said they broke the drainage bolt because they applied extra torque to it. Great evidence of super-skilled and trained Porsche-certified technician skills.
They fixed it at their expense (what a generous action).
Headlight was another story. They said that the gasket was loosen because of the age of the car. It was strange for me, because everything worked well before Tom Wood's technician touched my car. Their serviceman position was "take it or leave it". He claimed it was not them who broke the gasket and they won't pay for it. So I had to pay to fix it, but as soon as I drove away from the dealership, the problem returned.
I was mad and back to the dealership immediately. They didn't know what to say... "Maybe its a bulb?" they said.
What?! You made me pay $250 to fix the gasket that YOU broke and now you even not sure that it was the root cause of the problem!?
I owned Infiniti before Porsche and every time I got my car from the dealership it was perfectly fixed, nothing to re-do. And it was well-washed, by the way. The way they call their wash at Tom Wood is "quick hand wash". Actually they just spread the mud all around your car.
This is the most incompetent, unreliable and ridiculously overpriced service you can get in town. They make mistakes, brake your car, make you pay for their mistakes and after all you can't be sure that the problem is fixed.
Porsche, shame on this dealer.
People, stay away from Tom Wood Porsche.

Continuously run later than quoted time, act as if their time is more valuable that that of client. Have not been pleased. My past two visits I have waited 45 minutes or more over the time quoted and car was not hand washed as they state is done with all services.

Very great service and warranty understanding. They got me in and complete in under 24 hours on a $1300 job. After the warranty applied I was out with only my deductible to pay.

When trying to talk to a sales rep he took a call right in the middle of the consultation. And thats where the experience ends.

I drove to the dealer to find a Cayenne to show my wife, and the exact model we were interested was on the lot.
The price and mileage were better than the similar model at Carmax, so I inquired online.
Steve contacted me the next day to set an Appt. and we set one for that evening.
I drove the car, and inspected it, and it was what I wanted. I was offered an extended warranty at a great price, and they made a great deal.
I am totally satisfied with the experience, and the Cayenne is great. I will be back for more.

Our last visit didn't cost us anything because the car is under warranty. They are so accessible in the service department when bringing your vehicle in; that is so important. I like their timeliness in their service and they are professional and skilled. We love our car and they love our car like we do and they take good care of it. We would give them all A's; we wouldn't deal with them otherwise.

It was a pretty expensive repair.

Tom wood Audi has become a persistent disappointment and cannot diagnose problems with cars they are supposed to be experts of.
Bottom Line:

1. - They totally lack expertise on a relatively simple car (Audi A4) but somehow are certified to work on R8’s and Porsches
2. - No accountability for their bad actions and judgments
3. - Extremely rude service manager Joe Young with terrible customer service skills
4. - Inflated pricing (A monopoly in Indianapolis)
5. - A nice waiting area afforded by the customers who have been defrauded and price gouged

Details: In the last visit a month ago they diagnosed a bad AC compressor which along with a new serpentine belt cost approximately $2000. I know some about cars and asked specifically to have the technician thoroughly test the tensioner pulley, because they were going to be taking apart the front end of the engine anyway and to be efficient I would have liked to replace it, given the car is getting old and I don’t’ want any future problems. They confidently informed me that the pulley was in perfect condition even for the age of the car (2004 Audi A4) and it absolutely did not need to be replaced and nor could they see it needing any replacing in the near future. So I left this $150 part off the list of updates that time, taking their “expert” word on the diagnosis. One month (and 4000 miles) later the very same tensioner pulley breaks causing the serpentine belt to fly off the pulleys, while I am driving on I-65 in rural Indiana going highway speeds (70 MPH). Therefore, seizing up my steering (power steering loss), loss of alternator, air conditioning (which was off at the moment), leaving me without control of the car and putting me in a potential life threatening situation! I ended up in the shoulder and narrowly avoided being launched into a ditch at highway speeds or being hit by the semi truck behind me in the next lane.
I had the car towed to the dealership from a 105 miles away from where the incident happened and left a voice message for the service manager Joe Young as a heads-up. First thing Monday morning, I arrive at the dealership to only find a very discourteous Joe Young as he started out with the diagnosis and within 2 minutes the cost of what I have to pay ($600+). He did not ask me about what happened, just that this is what is wrong and this is what you pay. I informed him that this is probably related to the last repair when I had specifically asked the tensioner pulley to be thoroughly inspected where I was told it was “perfect” and therefore I was not sure if the financial responsibility should be on me for this incident. His response, “ You’re going to pay because it’s your ca r”. This started off a very bad conversation in which logically speaking, he did not have any answer, resolution, or even an acknowledgement of my concerns. He said over and over again, that, “ he can’t predict the future” referring to the pulley breaking now a month later. I had him pull the notes and invoices from the last service visit where it was there in writing that I specifically wanted the pulley to be tested thoroughly. I was 100% going to pay for the pulley a month ago when I asked them to check it out, but they certified it did not need to be replaced. Now, I am left wondering why this dealer would not want to make money on the pulley I wanted to have updated in the first place in order to save on the $500+ in labor costs later, if it ever needed to be replaced?
I have been going to them for many years not just with this latest A4. They used to be good but have been so terrible for a couple of years now, it was time to let everyone know how bad they really are. I have given them a fair chance to improve over the years which they don’t know how to…
I hope they improve or better yet competition moves in to the city to improve their customer service and lower prices for everyone. What concerns me most about them now is their disregard for accountability, their customers, and their premium price tag for consistently bad service.

unknown

My girlfriend's TT had had the service engine light on for some time, over the winter a wiper blade stuck in ice and was no longer parking properly, and was due for an oil change. I decided to combine everything into one trip. They completely ignored my request for an oil change. Never wrote it down - I guess they didn't hear me. They replaced the wiper transmission and this is the only thing I should have taken this car to them for. The service engine light was where I got mad. I had already had the diagnostics read and found out the service engine light was because cylinder #1's ignition coil needed replaced and the thermostat was sticking on. Since this was beyond my comfort zone I took it in to Tom Wood Audi for service. When I dropped it off and told them what the diagnostics readout was (and that the service engine light was off, so I suspected the diags had been cleared), they looked at me and asked point blank whether I wanted to let them diagnose it and do the job themselves or only do what I said. I replied that they could feel free to do what they thought was necessary but since I'd already had the diagnostics read and apparently subsequently cleared, I thought this information might be helpful. Apparently they disagreed as they decided to ignore what I told them and only replace a spark plug rather than the coil and thermostat. This service was reasonably priced for what they did, but it obviously did not address the issue. A week later the service engine light came back on and guess what the diagnostics were? I decided to take it to my mechanic at that point. He may charge a little more and doesn't give me a complimentary rental car, but at least I trust him to do the job I've asked. I've been to Tom Wood Audi service 2 or 3 times now and every time I'm left with the feeling that either the Tom Wood Audi folks aren't very good or they simply don't care about you if you aren't driving a brand new Audi or look like you're going to buy a brand new Audi next week.

Julie Lucus, the sales rep., was friendly and responsive. She has very strong active listening skills and answered all of our questions. Examples: checking inventory across the country, looking at colors on the lot, comparing engines by driving a 6 cylinder vs a 4 cylinder turbo. When she was unsure on how to check the oil level she took the time to get another associate to help us. Negotiations on price was fair and uneventful. The $150 document fee added on during all of the taxes and fees in the grand total signing was not appreciated. We decided to pick up the car two days later to give us time to get the title to the old car and transfer funds around in the bank. The night of the closing was another sales pitch for all kinds of additional services such as paint treatment, wheel insurance, key replacement, etc. I know the dealership is in business to make a profit, but I was more interested in making this night a night of enjoying picking up my new car and not another night of the sales manager trying to sell me something I did not ask for. The car had been cleaned throughly inside and out. The best prep job on a new car I have ever experienced. Julie called me later that night when I got home with the new car to let me know I left a parking lot pass in my trade in. I asked her if she would leave it with the receptionist and I would pick it up the next day. The pass was there for me as she said it would be. I have received numerous compliments on the car and I have been sharing my positive experience with the dealer with everyone I have talked to.

Very poorly! We live 4.5 hours from dealership, set up the purchase, confirmed the purchase, followed up with a call the night before and the morning of to confirm the car was not sold. Drive all the way there and call to get directions from highway to dealership, the sales guy says it's sold. We were dealing with Steve, the Internet Sales Manager. He gave us his word, arranged everything, then sold the car out from under us just as we got there. This guy has no integrity. BUYER BEWARE! Waiting to hear form Tom Wood Porsche Genera Manager. Curious what he thinks of his employees business practices.

The major issue was that they told me they couldn't fix the oil leak and that my catalytic converter was going out and if the check engine light came on then that was the issue. They told me that I could pay $1500 to fix it or let it go. I didn't have the money at the time so I let it go. Then I was having more issues. I took it to a different shop (because I heard they worked on Volvo) and the code was a bad thermostat. The oil leak was HUGE and there were other minor issues. There was NEVER an issue with the Catalytic Converter. Overall, I was given bad advice from Tom Wood Volvo. They over charge and under deliver. This thermostat thing could have been a big problem!

After taking the car in to get serviced, we refused to pay that outrageous price...making for a wasted trip and the need to make other arrangements because the only local dealer is attempting to gouge the customer. Rest assured I will let Volvo corporate know as well.