Indy Auto Man - Westfield

Indy Auto Man - Westfield responded

Thank you for taking the time to leave us a review! We’re glad you enjoyed the no-pressure sales experience and that our team was able to quickly help with the battery issue. We also appreciate you mentioning the clear explanations of our services. Thank you for choosing Indy Auto Man Westfield!

Indy Auto Man - Westfield responded

MLCECIL59, Thank you for taking the time to share your feedback. I want to sincerely apologize for your experience, especially for the lack of communication and clear explanations throughout the repair process. While there are several steps involved in ordering parts and scheduling major repairs, it was our responsibility to explain those steps to you. We did not communicate the process as clearly as we should have, and we take accountability for that. When ordering a major part, such as a transmission, our Parts Manager first has to locate a quality used part that meets our standards, includes a warranty, and is available at a reasonable cost. Once a suitable transmission is located, we must receive approval from the customer before purchasing it. Used parts are sold on a first-come, first-served basis, so if there is a delay in receiving approval, that particular transmission may be purchased by someone else. If that happens, our Parts Manager must begin the search again. We should have explained this process to you from the beginning so you understood why timing and communication were important. Scheduling the repair is a separate part of the process. Our technicians have different areas of expertise, and major repairs such as transmission replacements can only be completed by technicians who are qualified to perform that type of work. Once the part arrives, we review the schedules of those qualified technicians and assign the repair to the technician who can complete it the soonest. Again, this should have been clearly communicated to you before the part was ordered and the repair was scheduled. I would also like to clarify how deductibles work with a Vehicle Service Contract (VSC). The deductible depends on the specific VSC purchased and where the vehicle is being repaired. Depending on the coverage, a deductible may be $100, $150, or $200 each time the coverage is used. Many of the VSCs we offer include a $200 disappearing deductible, meaning the deductible is waived when covered repairs are completed at our service center. We should make sure customers understand the deductible requirements of their specific coverage when discussing a covered repair. Regarding the body work, we rely on the professional recommendation of the body shop performing the repair. If the body shop determined that repairing the hood was appropriate rather than replacing it, we followed their recommendation regarding the proper repair method. I understand that knowing these details now does not change the frustration you experienced at the time. The biggest issue here was not that our process involved multiple steps; it was that we did not properly explain those steps and keep you informed throughout the process. For that, we sincerely apologize and will use your feedback to improve how we communicate with our customers going forward. I hope this provides a clearer understanding of what took place. If you still have questions, concerns, or suggestions about how we could have provided you with a better experience, please contact me directly at 317-643-8749. My name is Brandy, and I would be happy to speak with you. Thank you for your feedback and for choosing Indy Auto Man.

Indy Auto Man - Westfield responded

Shukhrat, Thank you for taking the time to share your feedback. We are sorry to hear that you are unhappy with your experience. However, we do want to clarify some important information regarding your concerns and the steps we have taken to assist you. You contacted us with concerns that the transmission needed to be replaced based on a sound you heard from the vehicle and information you found through an online search. We took your concern seriously and had one of our most experienced technicians diagnose the vehicle specifically for the transmission concern you reported. During the diagnostic process, our technician found that the transmission was shifting smoothly and did not show signs of transmission failure. There were no hard shifts, slipping, flaring, hesitation during acceleration, shuddering, gear dropping, or lunging forward. Based on the inspection and test drive, we were unable to confirm that the transmission was failing or needed to be replaced. Because you were not satisfied with our diagnosis, you took the vehicle to a local Toyota dealership for another evaluation. Based on the documentation you provided to us, they also did not diagnose the transmission as failing or recommend that it be replaced. The replacement quote you provided stated, “Customer states transmission needs replaced,” rather than indicating that the dealership had diagnosed the transmission and determined replacement was necessary. The diagnostic conclusion provided to us also did not identify a transmission failure. Even though we have not been able to verify a transmission problem, we have continued to offer assistance in an effort to resolve your concerns as a gesture of goodwill. We covered the cost of diagnosing the transmission, offered you the opportunity to exchange the vehicle for another vehicle, and offered to continue discussing other reasonable solutions with you. You declined the exchange option and ultimately advised us that you did not wish to discuss additional solutions unless we agreed to completely refund the transaction. We explained that a complete refund of the purchase is not an option we are able to offer. We understand that you remain dissatisfied, and we are sorry that we have not been able to reach a resolution that meets your expectations. However, we remain willing to have a productive conversation about a reasonable solution. If you have a reasonable request that you believe would help resolve your concerns, we welcome the opportunity to discuss it with you. Thank you for your feedback and for giving us the opportunity to address your concerns.

SNIYOZIY responded

Dakota's response omits critical facts. Performance Toyota assigned a factory-trained technician who recorded an official diagnostic video explicitly confirming internal transmission failure, recommending full assembly replacement, and identifying a well-known bearing defect. Furthermore, Dakota personally called me on August 26 offering partial financial coverage for this replacement—a clear acknowledgment of a pre-existing defect on a vehicle returned 48 hours after purchase. I will not pay thousands out of pocket for a vehicle delivered broken, and this matter is now before Indiana regulatory authorities.

Indy Auto Man - Westfield responded

Daniel, Thank you for taking the time to share your feedback. We take customer concerns seriously and would appreciate the opportunity to learn more about your experience and see how we can help. At this time, I am unable to locate a customer in our records under the name Daniel Johnson. It is possible that the vehicle was purchased under a different name, or there may be some confusion regarding the dealership. Please give me a call directly at 317-643-8749 and ask for Brandy. I would be grateful for the opportunity to look into this further. If your experience was with our dealership, I would like to better understand what happened and work with you toward an amicable resolution. I look forward to speaking with you.

DANIELAJOHNSON1911 responded

Well I called and Brandy did not respond after leaving voice mail. I should just post the paperwork from your company on here