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Tom Wood Lexus
Indianapolis, IN
1,168 Reviews
This rating includes all dealership reviews, with more weight given to recent reviews.
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1,168 Reviews of Tom Wood Lexus
January 13, 2017
Terrible vehicle purchase experience In July of 2016 my wife and I drove from Wisconsin to Indiana to look at a vehicle that was for sale at Tom Wood Lexus. After negotiating the pri In July of 2016 my wife and I drove from Wisconsin to Indiana to look at a vehicle that was for sale at Tom Wood Lexus. After negotiating the price we came to an agreement and purchased the vehicle. Less than 3 days later we received a call from the dealership stating that they made a mistake on our paperwork and they needed us to fill out and sign a new agreement that they would sent to us. We filled out the paperwork and sent it back to them the day after receiving it. As of November 1st it had been over 3 months since we purchased the vehicle and we still had not received the vehicle title. At that point we decided to contact Tom Wood Lexus to see what the problem was. After talking to several people, leaving voicemails for managers and sending multiple emails to various people at the dealership we could not get a response from any of the managers at the dealership. We then decided to complain on their Facebook page. After doing so we received a call on November 30th from Bart Schlosser the General Manager at Tom Wood Lexus. He informed us that they did not have the title for our vehicle and then he proceeded to give us several excuses why. He told us that he would send us a temporary license plate and he assured us that he would personally rectify the problem and we would have the title in the next 3 weeks. It is now January 13, 2017 and the temporary plate that Bart sent us is going to expire in 2 days. We have called and left him several voicemails and emailed him multiple times over the last 2 weeks. We have not received any calls or emails back from him or anyone else at the dealership. As of Monday, January 16, we will have to rent a car to drive because the temporary license plate will be expired. We have now contacted the Indiana State Dealer Services Division for their help with the matter. My wife and I have purchased many cars over our lifetime from car dealerships all over the United States. This has by far been the worst experience that we have had purchasing a car. Tom Wood Lexus was great to deal with until we purchased the car and left their facility. Since then, almost 6 months later, they have been nothing but uncooperative, unresponsive and disrespectful to us. They have also lacked any sense of urgency to rectify the problem with our title. It is quite evident that they want to give good customer service right up until they sell you a car and receive payment. After that they could not care less about you as a customer. I would never ever purchase another vehicle from them nor would I recommend Tom Wood Lexus to anyone else looking to purchase an automobile. More
by JOHN674
Employees Worked With
Bart Schlosser (General Manager)
January 11, 2017
Wonderful leasing experience Wonderful customer service. Katelyn Stahl is very helpful through the entire process.. would work with Tom Woods Lexus any time in the future. Thank y Wonderful customer service. Katelyn Stahl is very helpful through the entire process.. would work with Tom Woods Lexus any time in the future. Thank you! More
by Steph2020
Employees Worked With
Katelyn Stahl
January 05, 2017
They tried to get me!!!! Please REVIEW Below I had my LS460 taken for an diagnostics test, the (so called test) concluded that my starter was bad. Then gave me some ridiculous price to fix it... I had my LS460 taken for an diagnostics test, the (so called test) concluded that my starter was bad. Then gave me some ridiculous price to fix it......Well I took it to another reputable mechanic to have to service based of the test i just paid for. Had the work done and come to find out my starter is in working condition.... It was my alternator and a fuse box that need to be replace. Which is 3 x less expensive than the starter by itself.........So now I understand how they are paying for all that construction, by ripping poor unsuspecting clients off, by over charging and claims that good components are bad and bad are good. I would never go back for anything. When I contacted them 3 separate times No word back.Lexus National had the nerve offer a refund for the diagnostic test...now aint that some ish// Ia m out almost $1500 from unnecessary repairs. # VERY DISHONEST. Client BEWARE, 1/17 More
by John Matthews
Employees Worked With
Brian Mahoney
September 27, 2016
Horrible Service Had my 2014 ISF for ~4 weeks and noticed condensation forming in both headlights. Dropped it off on the dealership on a Monday 8/22, they confirmed t Had my 2014 ISF for ~4 weeks and noticed condensation forming in both headlights. Dropped it off on the dealership on a Monday 8/22, they confirmed the issue on Tuesday and ordered new lights. Got the new lights installed and was told to come pick it up on Friday 8/26. No big deal yet (not sure what caused the headlight seals to suddenly be bad). Went to pick it up that Friday night (it is a 70 mile one way trip to my closest dealer), took a look and noticed a sizeable gap underneath both headlights between the headlight and bumper. Worse they scratched the paint protection film on the front bumper near the driver’s side headlight (lot attendant came out with some polish and tried to polish it and just made it worse). Pointed out both of the issues and they said they would get it back in the shop (transferred to a new service advisor). Didn't call me back until Wed, states that they will have to remove and replace the paint protection film (that was evident on Friday), and that the headlights are installed just fine. I told them the bumper did not have that large gap when I brought the car in, and that it needed to be fixed. Said they would take a look. Here is where it gets even worse, the service advisor told me that it wouldn't be until Sept 12th at the earliest for me to get my car back. That's over 2 weeks from their mistakes being pointed out. I told them to update me often as to the status, and the dealer never called me I always had to call them. Checked on 9/1 and the statement was they hadn't done anything with bumper alignment yet and that they are still working on getting the adhesive off from the paint protection film. Made a surprise visit on Saturday 9/3 and the car was sitting outside covered in rain/construction dust with the paint protection film removed and bumper still not aligned. Expressed my frustration with the service advisor and his response was well it’s a big job it takes time. Yeah but you’re not even working on it…He told me he would update again on Tuesday. I did not receive a call. Called and talked to him on Wed 9/7 and the story was the same, still not aligned, still no film. Called and left a voicemail for both service managers. One of the service managers calls me back late Thursday and says the bumper is aligned and they just need to put the film on. Says he can have his installer come in on Saturday to put the film on (and acts like this is going above and beyond…) and it needs to cure for 48 hours to make sure it is ok. Expecting a call on Monday, no call. Left another voicemail. A third service advisor calls me on Tuesday (9/13, over three weeks it had been at the dealer for a headlight replacement...) and says it is ready to be picked up. So I pick it up Tuesday (again 70 miles one-way during rush hour), and of course the film installation is sub-par and worse than it was when I took the car into the dealer in the first place. Pointed out all of the debris under the film, etc and the service advisor agreed and said it would take a while before they could get it back in. So I took the car because I did not want it sitting outside the dealership collecting dust again. Also this dealership is under construction and they have no clean area to do film/tint, not sure why they would even try in the first place. Service advisor said he would get something on the installers schedule to fix it. It has now been two weeks and still nothing has been even scheduled. Will never go to this dealership again. More
by Dissatisfied Lexus Owner
Employees Worked With
David, Mike Hume, Brian
January 13, 2015
New Car Purchase I just bought my brand new 2015 Lexus RX 350 AWD. I found the staff to be very friendly and professional. They gave me a great deal on my trade in, an I just bought my brand new 2015 Lexus RX 350 AWD. I found the staff to be very friendly and professional. They gave me a great deal on my trade in, and got me into a lower monthly payment then what I expected. Once again thank you Tom Wood Lexus. J.A More
by jlark9894
Employees Worked With
Jake F / Todd C
November 10, 2014
Don't buy a used car with aftermarket components! I bought a used car from them. It turns out that the car had aftermarket HID lights I wasn't informed about. After one of the lights went down (2 days I bought a used car from them. It turns out that the car had aftermarket HID lights I wasn't informed about. After one of the lights went down (2 days after I bought the used car), I was charged to replace the aftermarket kit with factory lights and the warranty did not cover the replacement. I understand that aftermarket components are not covered by the extended warranty. However, it is their fault that they sold me faulty aftermarket HID light kit. They should have at least informed me that the car had aftermarket components. They sold the car as if it had factory HID lights. More
by bob235
Employees Worked With
don't know
December 11, 2013
This is the second time I have had to have my Lexus serviced under either a factory recall or a warranty issue. Both times I was greeted promptly, politely, and professionally. My repairs were done cor serviced under either a factory recall or a warranty issue. Both times I was greeted promptly, politely, and professionally. My repairs were done correctly and finished by the time promised. I was accomdated with excellent transportation while this last repair was being made. I had the overall impression of a well oiled machine. It seemed as though everyone had a job and there were the smallest delays as possible. To me Tom Wood Lexus is a stunning example of what customer service should be. More
by Hop1159
Employees Worked With
Greg
December 09, 2013
I purchased a 2014 Lexus is 250 from Lexus of Louisville (amazing dealership) Unfortunately, living in Indy the only service option is Tom Wood Lexus. I had to have the carpet replaced. My fiancé was clean (amazing dealership) Unfortunately, living in Indy the only service option is Tom Wood Lexus. I had to have the carpet replaced. My fiancé was cleaning my car as he does every Saturday and a spot of carpet came up. We made an appointment and brought the vehicle in to have the carpet replaced. I received a call to come pick up the vehicle that it was ready. It was pouring rain and I had my child and a million things so I just signed the paperwork and left. That Saturday when David was cleaning my car he realized that where they had removed the seats to replace the carpet they had completely scratched up the door/kick plates (that may not be the proper terminology but it’s what I call them). We contacted Alex our service adviser and he asked us to bring the vehicle up to take a look at. Once we brought it up he apologized and said he would have it fixed. Fast forward a week and a few days later and we are told the vehicle is ready for pick up. This time my fiancé went with me so he could look over the vehicle. On the driver’s side “kick plate” it is supposed to clip in so it stays. It was hanging off and clearly broken. Alex looked at it and agreed that it was not right. He said they would order the part and it would take 2-3 days. He asked us to bring the vehicle back. At this point I was tired of the back and forth and said that no, I will stay in the loaner. The following morning I received a call that my car was ready. I thought this was odd because I was told this would take 2-3 days. We went to pick my vehicle up and my fiancé checked the broken part and it was fixed. Perfect or so I thought. That Saturday he was cleaning my car again and realized that the passenger side did not snap in and was hanging off. They clearly had taken the parts from the passenger to fix the driver side. He contacted Alex who said he would order the part. Alex called us Thursday and told us to stop by the body shop anytime and they could fix the issue in a minute or two. We called Saturday to get the business hours. Saturday morning at 10:00 a.m. we went to get the part fixed. When we arrived at the collision center as advised we were told that techs don’t work on Saturdays. This was frustrating and Mike (I believe that was his name) told us he would see if the one person they had there could fix it. They went back to get the part and removed the broken part. They attempted and realized that the part they had wasn’t even our part. They had no part to fix it. So now we are told that yet again we have to wait and come back. I have never had an experience like this previously but this has been completely frustrating. When purchasing a 2014 you do not expect things to be damaged or need fixed because of an issue that you didn’t even create yourself. If the tech who installed the carpet had taken the proper steps and maybe covered the door area then this would not have happened. More
by JenniferL0880
Employees Worked With
The service center
September 02, 2013
My husband and I purchased a 2011 VW Tiguan from Tom Wood Lexus on May 25, 2013. The Tiguan had 45,000 miles at the time of purchase and had supposedly been recently serviced and in great condition. Less tha Lexus on May 25, 2013. The Tiguan had 45,000 miles at the time of purchase and had supposedly been recently serviced and in great condition. Less than one month later ( on June 22nd) we were on a trip to Colorado when we became stranded in the middle of Kansas. We were driving down the interstate when our Tiguan began to shake violently, so we pulled off at a gas station. We checked our tire pressure, thinking maybe we had a flat. But no, we had the opposite of a flat. 3 of our tires were inflated at 80 psi and one tire was at 50 psi! The recommended psi for our beloved Tiguan is 40 psi. Now, maybe we should have checked our tire pressure before we began our trip, but regardless... Tom Wood Lexus assured us that each vehicle is serviced before leaving the lot, and since we had owned out vehicle for less than one month we assumed our tire pressure would be fine... We thouhht it could ossibly a little low, but never dreamed it would be majorly overinflated! We tried letting air out of our tires to correct the psi, but it was too late. The car still shook violently when driven. We called a tow truck and the man advised us that the 3 tires that had been overinflated were "bent" which basically meant that they had been worn down unevenly because of being overinflated. They were ruined. We had to have the vehicle towed to the nearest dealership (20 miles away to a Toyots dealership because the nearest VW dealership was hundreda of miles away).Because it was a Saturday afternoon, we could not get an appointment until Monday, causing us to pay not only for towing but also for two nights in a hotel, not to mention delay our trip greatly. When Monday finally came, the Toyota dealership told us exactly what the towing man had told us. They said that we were lucky we didn't wreck because the three tires were all about to split. The 4th tire (which had been inflated to 50 psi) was beginning to do the same thing but not nearly as bad. We replaced all 4 tires, costing us over $1200 plus an extra two days of traveling. What a nightmare! But it doesn't end there.. As soon as we got back to Indiana we tried contacting Betty, the salesperson who had sold us the Tiguan. She was not in, so we were transferred to the service department who took down our name and number and told us that a manager would call us back. A week passed and no one called us back. We called again when our check engine light came on and this time I got to talk to Betty and tell her the whole story and how the manager had not called us back. Betty assures me that every car that leaves the lot is fully serviced and that having tires that were extremely overinflated was very strange, to which I FULLY agreed! She said she would get us a service appointment for the check engine issue and give us a call back about the tires and get us set up to talk to a manager. The service department called me back and had set up an appointment for me with Tom Wood VW. However, Betty nor a manager ever called us back. We feel that we have made plenty attempts at contacting the dealership and that our efforts have been completely ignored by both Betty the salesperson and the managers. This is not how a brand new customer should be treated! Not only were my husband and I extremely disappointed that we had to replace all four tires on our Tiguan after owning it for three weeks, but we were also extremely disappointed to be treated like our problems were not a concern to the dealership. We will NEVER purchase another vehicle from Tom Wood Lexus, and we will NEVER let them service another vehicle of ours... Especially our tires. More
by Avineyard
Employees Worked With
Multiple
July 15, 2013
The best dealership in town. People in Tom Wood lexus is very friendly, helpful, kind and honest. The supervisor is one of a kind...good heart and his parent raise him good. very friendly, helpful, kind and honest. The supervisor is one of a kind...good heart and his parent raise him good. More
by anitavhanco
Employees Worked With
Brianahoney
