Good Follow Up - ashley
Our family recently purchased a car from Napleton Autowerks and worked with Jim Dwyer as our sales representative. Jim was very professional and courteous. I think we got a great price for the car after negotiating.
This dealership was very clean and offered a nice waiting area (holding area for my 4 and 6 year old kids) as the snacks and drinks were fully stocked. The restrooms were nearby and I felt that the staff constantly checked in with us to make sure we were still comfortable because we were there for a LONG time!
We had also left our garage opener in the car we traded in and they were nice enough to sent that to our home afterwards. There was good follow up from Jim and the dealership although it took a bit longer than expected to get my plates and registration all squared away. For that reason and because there was some confusion that ended up being cleared up I give a 4 star review instead of 5 which in my opinion is still very good. Thank you very much and we are enjoying our new car!
Top Reviewed Specialists At This Dealership
Euro Sales & Leasing Consultant
I like the dealership, but a very poor job on this visit. - Jmike
First, it was a three week wait to get an appointment. Why? Apparently busy at Tom Wood Jaguar.
Second, drop off was fine. Friendly, courteous, help with dealer loaner car because it would take a couple for days. Three issues on my Jaguar XK8 were to be addressed - right rear wheel "metal scraping" sound; cooling fluid leak at front (small); and driver side window alignment fix (from prior visit).
Third, after not hearing from my service advisor Andrew, I called and was informed that parts were necessary, but incorrectly ordered and there would be a delay.
Next, after again not hearing from my service advisor for several days, I called and was advised that parts were ordered.
Next, after additional days of not hearing ANYTHING FROM THE DEALERSHIP SERVICE STAFF, I decided to visit and ascertain what was going on! Service Advisor Andrew was no help and I requested to talk with the service technician for my XK8. The service technician was rude, indicated he was busy and I was behind another car in his service bay!! (How could that be! My car had been there for days!) I left the service area and hunted for the Service Manager. "CJ" was understanding, apologized and indicated that he would personally advise me of actions on the car. This is 2 weeks with my Jag at the dealership! He did advise me on two occasions about progress on my car repair. On the third call, "CJ" advised that car was repaired and ready for pickup.
Finally, after 2 weeks plus, I arrive, pay the rather large bill(!!!), pickup my Jag and drive home. I made a few miles, called the Tom Wood Jaguar Dealership from my mobile phone and advised that the metal scraping noise from right rear wheel continued!!! I returned immediately, was given another loaner and left again.
Another finally! Finally, the next day I receive a call that the Jag was fixed (backing plate had been bent with the wheel bearing replacement and was corrected). They helpfully proposed to deliver my XK8 to me (it is about 30 minutes - one way- to Tom Wood Jaguar from my residence.) That offer was helpful and I took them up on it.
"CJ" and I negotiated a much reduced cost of repair as a result of the decidedly poor work by the service adviser and the service technician on my XK8. More than 2 weeks for this repair is outrageous. I LIKE THIS DEALERSHIP AND HAVE HAD GOOD SUCCESS IN THE PAST. I have been taking my Jag to Tom Wood Jaguar for 5 years! (Actually, I have found that except for this dealership, there is no other Jaguar Dealership closer than Ohio or southern Michigan!!!
Conclusion is that I have my Jag and I am enjoying it. I really do not like having to respond in this fashion, but I thought it was appropriate to do so. I am hoping for dramatic improvement by Tom Wood Jaguar next time I need to service my Jag. (I am also hopeful that a negative review will not result in repercussions, and you know what I mean, eh!)
General Sales Manager
Napleton Autowerks Schererville