Tom Wood Ford - Service Center

A long frustrating saga of poor customer support. My vehicle went in for diagnosis of a check engine light, at the end of the work day I had to call to get an update...poor customer service. I was told vehicle went in for diagnosis of a check engine light, at the end of the work day I had to call to get an update...poor customer service. I was told I needed a new engine for $8500, but was not provided a detailed diagnostic report...poor customer service. The final cost was $9000 because they "forgot" to add in the tax....poor customer service. I was given a loaner car, the loaner was on empty when I picked it up...poor customer service. I was approved for a reimbursement check (after continually hounding Ford Motor Co.) It took 7 weeks to receive the check from Tom Wood from time of approval....poor customer service. During that 7 weeks was a constant frustrating period of unreturned phone messages, unreturned emails and excuses. No real progress on getting the reimbursement check until reaching out to the GM of Tom Wood. I did not have any communication with the GM, but suddenly the Service Manager returned my previously unreturned messages. All in all, the entire experience was frustrating, stressful and overly time consuming. I recently purchased a new vehicle; it was not from Tom Wood Ford. More

Stay Away Ford/Banner Ford/Tom Wood Ford I had a caliper seize/lock-up on a trip down to New Orleans (Oct. 2019 – 8 months ago) from Indianapolis, IN. I took Ford/Banner Ford/Tom Wood Ford I had a caliper seize/lock-up on a trip down to New Orleans (Oct. 2019 – 8 months ago) from Indianapolis, IN. I took my vehicle to Banner Ford in Mandeville, LA. Ford parts were not available to repair my vehicle, so NAPA parts were used (I did not know at the time). I paid $750.00 for the repair and went back to Indianapolis. Fast forward 8 months to June 16, 2020. The same caliper seized again, and I took my vehicle to Tom Wood Ford in Indianapolis. I informed them that this repair was performed in Louisiana back in October and that the paperwork was in the armrest. I told service rep that I would retrieve it (if necessary) if the repair was not in the computer. He informed me that I “had to have a service diagnostic performed and that it would be $130.00.” A few hours later the service rep came to the service lounge and informed me that HE retrieved my paperwork from my armrest and showed me that the parts used were NAPA part numbers and that it would be $1,200.00 for the repair ‘… and none of the work was cover under warranty’. I informed him that this was unacceptable, and I needed to contact Ford for resolution. After a few hours of phone calls with Ford, Banner Ford, NAPA, etc. I informed the service rep that NAPA was willing to warranty the caliper; I picked up a caliper and delivered to Tom Wood. I also informed him I would have more information from Ford customer service in the morning. I informed service rep to proceed with replacing caliper only and was quoted $130.00 for diagnostic fee and $140.00 for caliper installation (total: $270.00). Final bill was $290.61. Chad also understood that I still wanted to contest the diagnostic fee – because ‘I told them what the problem was when I arrived’. Returning in the morning (June 17, 2020), I was informed that my service rep (Chad Phifer) was no longer with Tom Wood Ford Service Department and Brittany Chilton would be taking over my repair. At the same time, I was informed by Ford Customer Service and Banner Ford they were not standing by repair work performed by a Ford dealership. (As a side note, I took the vehicle to a Ford dealership because I wanted Ford to back their repair if it ever became necessary.) Tom Wood performed repair work and my vehicle was ready in the late afternoon. I showed up at dealership to pick up my vehicle and wanted to talk to someone about the diagnostic fee. I was informed the service manager was not in the building and could not discuss the disagreement about a diagnostic fee and my vehicle “WILL NOT” be “RELEASED” until the bill was “Paid-in-Full”. This went from a request for a discussion to a threat of keeping my vehicle. I asked to talk with a facility manager who was on site. I was informed it would be Tyler. Tyler was informed that I was waiting in the showroom lobby to talk with him. I waited approximately 30 minutes and concluded that he did not want to deal with this situation, so I left. I was going to drop this until I received a text request (June 22, 2020) from Tom Wood Ford for a favorable review on Google. A few things to note: 1. I did not receive any assistance with getting caliper warrantied by NAPA. 2. Ford parts were not available at Banner Ford when this repair was performed. 3. I have not inventoried my armrest to see if anything is missing. 4. I still want to dispute the diagnostic fee. 5. Tyler did not care if anyone was waiting to talk with him. Walked by me multiple times in that half hour – didn’t even acknowledge I existed. 6. Quoted $270 – final bill $290. 7. Sending me a request for a favorable rating – knowing this entire situation has been a disaster. 8. Called Jeremy Forsyth and left a voice mail @12:15pm on 6/24/2020. At 3:15pm on 6/24/2020 I called and left another voice mail. It is now 10:00am on 6/29 and I have not had a response from Mr. Forsyth. 9. Tom Wood Ford needs to update their receipt program. I do not need to contact Mike if I am not completely satisfied; he is not your service manager anymore. 10. Bottom line – if you are taking your vehicle to a Ford dealership for warrantied parts and labor – DON’T. Ford corporation and local dealerships do not stand by their work or their parts. More

Still using too much torque to remove defective lug nuts Very disappointed. Techs use excessive torque to remove lug nuts for tire rotation. I'm not paying $230 to replace all lug nuts when TW mechanics ca Very disappointed. Techs use excessive torque to remove lug nuts for tire rotation. I'm not paying $230 to replace all lug nuts when TW mechanics caused the problem by not using hand tools. In addition, when I got home, all of the lug nuts could be loosened with a hand tool, and only one was seized. Why was I told all needed to be cut off and replaced before tires could be rotated? How many times does this has to happen to my vehicle before your mechanics stop using pneumatic tools? More

I was VERY Very disappointed with my service and I told my service rep. that I would not be back to Tom Wood. I came in on Thursday for an oil change and there was a 2 hour wait so I set up an appointment my service rep. that I would not be back to Tom Wood. I came in on Thursday for an oil change and there was a 2 hour wait so I set up an appointment for Friday at 8AM. I showed up at 7:45. At 8:45 my car was still not in the shop for service. At 9:00 I told my service rep to get my car because I was leaving More

Was able to get in for a diagnostic check of my A/C. Within A few hours it was confirmed I had a bad compressor. Had to wait for the part till the following day. By 3:00pmthe vehicle was finished. Brit Within A few hours it was confirmed I had a bad compressor. Had to wait for the part till the following day. By 3:00pmthe vehicle was finished. Brittney the service person was very kind and straightforward. My final bill was actually less than the initial estimate. More

Britney is a true professional. She does a great job keeping you informed throughout the entire repair process. I will definitely take my Ford back to TWF and Britney. keeping you informed throughout the entire repair process. I will definitely take my Ford back to TWF and Britney. More

Scheduled an appointment at 10;00 am on a Tuesday, arrived at 10 minutes before for an oil change and first service on new truck. Two excuses and three hours later I finally got my truck back. Poor se arrived at 10 minutes before for an oil change and first service on new truck. Two excuses and three hours later I finally got my truck back. Poor service I suppose since it was free since I bought it there. More

Easy appointment with friendly and knowledgeable staff. Worked with Mike and Brittany. 13 14 15 16 17 18 19 20 21 22 23 24 25. Worked with Mike and Brittany. 13 14 15 16 17 18 19 20 21 22 23 24 25. More

The staff was very helpful, the repair and maintenance was completed in a timely manner. One issue with my truck still needs to be figured out. Hopefully when I return we can find the cause and repair was completed in a timely manner. One issue with my truck still needs to be figured out. Hopefully when I return we can find the cause and repair the malfunction. More