Wow! I came here for an oil change and the customer service was on point. Great communication,…read morepolite, and timely.

Not sure what the point of making an appointment is for if they don't acknowledge you until 15-20…read moremin after you've pulled in. My oil change never takes less than 1-2 hours during the week, which is way too long. I appreciate the diagnostics they run but I'm not paying for something I can do myself, like a cabin filter, which is over priced. I understand that's how things work but I'll pass.

Napleton Hyundai is one of several car dealers I've dealt with during my weeks-long search for a…read morevehicle to replace a car that recently gave out after 12 years in my possession. Napleton is located along the East 96th Street that has quite a few car dealers. This is an ideal strip to visit when looking for a car - it's got everything from VWs to Hyundais to Mini Coopers to Bentleys. In case you're wondering, I can't afford a Bentley. I pulled up at Napleton. A friend who was driving me around let me cruise the parking lot a bit. We spotted one particular car I'd been interested in, and she went inside to chase down a sales rep. Out came Immanuel. Immanuel was very friendly and made sure I could check out the car (which didn't end up being what I was looking for). He was helpful, though, and we talked about various options. He's one of the few sales reps I actually gave my contact info to for follow-up. I've gotten one e-mail from him, though somewhat oddly two of the three vehicles were types I'd clearly identified as not workable. I wasn't particularly hopeful that a Hyundai dealer would have what I wanted given I knew they didn't have the right kind of coupe. However, this was a pretty good experience and I wouldn't hesitate to go back should there be a future need. While I ended up finding a vehicle elsewhere, Immanuel was one of the few reps I tried who really seemed invested in finding a vehicle.

I'd give them zero stars, but I have to give at least one star so I can tell you my story…read more I bought a new Hyundai Tucson from this place and it had all the features. The car is great, but five years later it needed a new battery. Not a big deal because five years is the usual time to replace it. So, I took my Tucson to Napelton. Surprisingly the car kept honking when they tried to take the old one out. The dealership finally realized the car had a car alarm in it. When it was sold to me this was never mentioned and the key fob they gave me when I bought it was a standard key fob. So I never knew the car had an alarm system. So, in order to stop the car from honking they'd have to remove the alarm system at a cost of $800 to install a new battery. I was stuck so I paid and a couple of weeks later I realized they could have just sold me a new key fob with a car alarm button on it. Well I was pretty angry and their response was they could reinstall the alarm for $800 and charge me $200 for a new key fob. Bottom line is Napleton is just an unprofessional organization run by uncaring personnel and supervisors. My recommendation is go somewhere else to buy a car, or at least take your it to another professional dealership for service.

If you've ever met me, you're probably thinking to yourself "Why on earth would Richard go to a…read moreMercedes dealer?" It's a legit question. However, I've been on the search for a car for 3-4 weeks. I was in the area, and in driving through their lot I saw a couple Mercedes coupes that I thought "I wonder?" So, I took that "wonder" and actually went inside. Truthfully, the toilet paper budget here is probably higher than my car budget. But, it was worth a try. In all seriousness, and I was serious, I was intrigued as I was in need of a 2-door coupe and I'd always wondered about maybe getting a used Mercedes. It looked like there were a couple on the lot. So, I tried. Unsurprisingly, the inside was nice enough that I was being awfully careful not to break anything (though the restroom was disturbingly normal and not particularly accessible). The sales rep, whose name I never got, likely looked at me and thought "There's no way." Still, he was generous with his time and in my desire to explore options. While the used vehicles I saw were not, in fact, available. They let me try a newer 2-door coupe to see if it might work with my wheelchair. It didn't. So, unfortunately, there wasn't much chance a sale was going to happen here. I was disappointed as I seriously thought the car might work. However, I appreciated being treated well here and having the options explained to me as I continued looking for a vehicle to meet my needs. I'd definitely return, though I'd definitely stick to a used model. Or maybe the toilet paper.

Forged my signature, falsified documents and photos, and threatened my insurance company in order…read moreto monetarily win an insurance claim. Service department is umprofessional, verbally abusive, and intimidating when they don't get their way and/agree, communication breaks down because they do not listen when a customer is expressing concerns about warranties and recalls or something about the servicing of your car. The service department will retaliate and blacklist you if you do not agree with them on accurate information. The owner or overall manager will not return calls concerning major servicing issues. When checking out, the office managers are dismissive and impatient. They dress and speak unintelligible and unprofessionally in their appearance for the standards of the Mercedes Benz brand. They do not give attention to the customer, instead they lollygag and gossiping with their coworkers.

Call the dealer to inquire about a vehicle. An amazing gentleman named Scott answered my call. He…read moreanswered all my questions and we agreed on the price and place a deposit and he was really patient with me until I picked up the vehicle. Was really easy to work with. He really made the transaction really smooth. Which makes this dealer. One of the best dealers around. Some dealers are pain in the ass. Anyways I really was going to give a four star because the finance manager was really really rude and I did ask him to be polite so sometimes you gotta let the person know that they are rude and call them out on it. But in general, Scott is a rockstar and this dealer deserves a five star.

My car is under factory warranty and so when things go wrong, I always go to the dealership. This…read morelast time I came in to fix a faulty sensor in my trunk, the power lifts they needed to look at the cars were all not working so it was going to be a several hour delay. They set me up with a rental which was nice, so I could go to work that day. The rental experience took over an hour and I had to walk to the other business as the shuttle never came. Everyone tried, but it always ends Ik being a very long process to get any type of service done here. I am also unsure of the communication between the areas is the business which I think leads to these types of issues.

*Nice spacious light open space *Got to go out and look at…read morecars on my own...and they're all unlocked! *pretty prompt friendly greeting immediately *Angelica was my salesperson and she was soft-spoken and friendly and really knowledgeable about the entire process, made sure everything went smoothly right down to helping me hook up my apply car play. My first time at CarMax and I'd definitely come back and recommend it to anyone *price was fair for the vehicle I chose *trade in value was surprisingly great All in all...probably the best car-buying experience I've ever had (40 years of cars!)

I love the idea of CarMax. I love that CarMax actually has a lot right here in Central Indiana…read more I've recently found myself in need of a new vehicle, and I've been exploring several of Indy's auto dealers. As part of the process, I've been to this location of CarMax twice to explore vehicles I found on their website. My needs, because of my disability, are very specific. Unless I try to go to a van (which I considered), I'm mostly looking for a 2-door automatic with enough space that I can slide my wheelchair into the backseat. Simple? Not so much. Coupes aren't trendy these days, and the coupes that are around are either older, high mileage, or way too small for the wheelchair need. If you know this CarMax, you know it's a rather large lot right off the corner of 96th and Gray Road. As you likely know, East 96th Street has several car dealers and it's a great place to start if looking for a car from a Hyundai to a Bentley. CarMax does one of these things I despise, first of all. You can't actually access the lot without sales support. I got the feeling that most people contact them prior to arrival, but I tend to be a "show up" person - that's especially true right now since I'm dependent on a ride and never know when that will happen. When it does, I go. Both times I've been here, I've had specific cars in mind. However, I've also explained my needs. While I accept that wheelchair using drivers are somewhat in the minority, I am always a little baffled when a sales associate can't comprehend the idea of a 2-door automatic. They do exist. When I come on your lot with specific vehicles in mind, simply let me see the vehicles. I got the vibe they felt I was wasting their time. Was this a bad experience? Not really. Was it a good experience? Not really. It was just sort of "meh." Despite a couple visits, I've sort of scratched CarMax off my list. Maybe if I were buying exclusively online, it would be idea. But, as a driver with a wheelchair I just have to know the wheelchair will work. So, I have to show up in person. Once I did that, this place really lost me. I know there are people who swear by CarMax. More power to them, but as someone who needs a little extra in the buying experience this is definitely not a place that seemed to want my business.

I was looking for a used daily driver, and found the perfect car at this dealership. My sales rep…read moreKaren was very easy to work with - no pressure, organized, and attentive. After doing PPI, there were some minor issues with the car which they rectified ahead of sale. Marcus from the service department stayed on top of everything and made sure I was taken care of. The only reason for 4 stars is that there was a small hiccup with the financing fee that took a bit of time to resolve, but the dealership manager was very professional and made it right without hesitation, which I appreciate. Overall, very pleased with my experience here and happy with the car. I'll bring my business back here when it's time for a new car.

I am so disappointed. Having purchased 3 Acura vehicles over the last 18 years at Ed Martin, and…read moreservicing them there, I called for an appointment today to re-attach a side mirror plate that they had installed. I was told my first available option was October 1 and that I would need to leave it 7-10 days for "diagnosis". This is not just unacceptable. It is absurd.

I am incredibly disappointed with the service department at Kia of Carmel. My experience here was…read moredefined by poor time management, unfulfilled promises, and a severe lack of communication. My vehicle experienced an engine cooling issue on Memorial Day. I scheduled a confirmed appointment for Tuesday morning (May 26th) and dropped it off ahead of time. Unfortunately, it took this service center FOUR WHOLE DAYS just to pull my car into a bay for a basic diagnostic check. I was not kept up to speed with any updates until I bypassed the front desk and sent a direct email to the Service Manager, Jeremy Ball. Once Jeremy intervened, the car was immediately looked at, proving the department was capable of doing the work, but had simply let it sit. My assigned service advisor, Corey Copenhaver, was very difficult to communicate with. Corey explicitly promised updates via his direct text line over the weekend, but I was left completely in the dark. To make matters worse, the department ordered the incorrect temperature sensor, which delayed the repair even further into the following week. Communication stalled again, and my attempts to call the dealership resulted in being left on hold across multiple departments just trying to get a basic status update. It wasn't until I escalated the situation further by emailing the General Manager that the parts suddenly arrived and the repair was finally rushed through. The frustrations continued on day eight. Once the engine was finally disassembled, the technician discovered that the water pump was also shot and leaking, adding an unexpected $485 to the bill. If a vehicle sits in a diagnostic bay for four days for an overheating issue, a failing water pump should be noted during the initial inspection, not as a last-minute surprise a week later. Furthermore, the dealership promised a shuttle service to get me to work but failed to coordinate it, and later offered an afternoon shuttle back without confirming a definitive time. Corey also explicitly promised that after all these delays, the car would be washed, vacuumed, and returned "showroom ready." This was yet another empty promise, as the car was returned completely untouched. To top it all off, when I got home and inspected the engine myself, I discovered the technician didn't even bother to fill the coolant reservoir past the bare minimum line on a major, $1,100+ cooling system repair. Leaving a customer with low fluid after a total cooling overhaul is incredibly careless. The only saving grace was Service Manager Jeremy Ball, who stepped up and knocked $400 off the final bill to address the massive delays. While I appreciate his gesture, a discount does not make up for a week of structural incompetence and poor customer care. I advise taking your vehicle to an independent shop in the Carmel area instead of dealing with this service department. I will be contacting corporate management regarding this experience.

Poor purchasing experience. Salesperson did not know car. Before we bought car we asked about…read moreupcoming rebates and were told none planned and the car we bought was the only one in stock. That same day after we purchased car and drove it home got a call from dealership trying to sell us a car of different color WITH the rebate. We also did not get a charging cable which is standard at most Kia dealerships. Now, 11 months later they are refusing to honor the 12 month oil changes we were promised. Will never buy from them again.

I had a great experience at the dealership thanks to Darrell. He was friendly, knowledgeable, and…read moremade the entire car-buying process easy and stress-free. He took the time to answer all of my questions. I really appreciate all of his help and would definitely recommend asking for Darrell if you're looking for a new vehicle!

My mom bought a new 2005 Nissan Xterra 4 wheel drive from Tom Wood Nissan on 96th (TWN) back in the…read moreaughts when they were released. In 2023 the car had just hit 80k miles and always had been babied; all service (with the exception of a few oil changes) had always been performed at dealerships. My mom is an older woman. She figured she would be in the ground before the vehicle reached 100k miles. The insurance is low on the car, she always felt safe in it. It was a solid, reliable car. She decided it would be her last vehicle. After returning to the US after several years abroad, she took the Xterra to TWN for any recommended service it might need. 81,405 miles. Since car was in great shape aside from a slightly torn intake air duct assembly boot, she decided to splurge and also replace a fog light along with fixing the finicky back door that stopped unlocking with the fob by replacing latch actuator. $1128.52 2 weeks later check engine light light came on. 81,554 miles. TWN said she needed a new catalytic converter. She replaced that. And since TWN said the car shouldn't need anymore major work for another 10k miles, she went ahead and replaced the fuel pump; the gas gauge has not worked properly since the mid aughts when purchased. $2529.67 2 months later the front right was making a knocking/ticking noise. 82,423 miles. TWN replaced alternator and messed with door which still wouldn't always unlock. $854.18 after $439 in "loyalty reward" discounts. 83,155 miles. TWN for oil change and vehicle detail cleaning. $328 Soon after, was driving on the freeway when suddenly smelt burning. Drove directly to TWN. They said it was nothing. Would periodically smell burning of short duration while driving after. 86,527 miles. 6 months later, driving on packed freeway. Needed to accelerate and car wouldn't respond--as if it had been dropped into neutral--putting us in a life threatening situation. Took it in immediately to TWN. To address the "drivability concern" they performed a brake flush. They also did a full front brake replacement/wheel alignment, cleaned the fuel injectors, and then they found that the radiator had a slight crack and needed to be replaced. They replaced it, the engine coolant, and recommended flushing the transmission fluid at the same time. $2727.96 A week later we were once again put into a life-threatening position on the freeway when the car suddenly would not accelerate and was almost hit by other cars. TWN told us that we now needed an new transmission at a cost of $8200. A friend's teenage son informed us of the infamous "strawberry milkshake of death" that occurs after Xterras hit 80k. Basically the seals fail in the factory radiator allowing the coolant to mix with the transmission fluid killing the transmission. He told us that there had been class action lawsuits but never a recall. Since most people hit 80k with their Nissans more than a decade ago, the repair work associated with the class action lawsuits had long expired. My mother has suffered greatly from this and it has taken a huge toll on her health and happiness. I have found her in tears feeling like her last years with any quality of life is over. She has had no way to see her friends, go grocery shopping, go to doctors appointments, or just get out of the house. She can't afford to take Ubers everywhere. Tom Wood Nissan's service department took advantage of my mother and basically ruined her last remaining years. Don't let them take advantage of you and yours. Stay away. Update about a month after first posting: The phone number listed in the response goes automatically to voice mail. I have left 3 messages and none of my calls have been returned.

Really positive experience with the dealership. Brought my VW Alltrack for all the maintenance…read moreneeds a few times, and they took great care of the car. Quick, efficient, communicative, and friendly. Plus, the place is very clean, spacious, and bright with a lounge/mezzanine, massage seats, and a snack bar. I've been to many Tom Wood locations (Porsche, Audi, Lexus, Nissan) - this one is the best. Shoutout to Hope and Kierra for always being professional.

I don't know if this is a case of "can't find good help anymore" or something else. I use this…read morelocation to service my VW b/c it's close to home and I would like to think a VW dealership would be the best place to get it serviced. While I got services completed that fell under the "free" category at the beginning of my ownership, service was fantastic. Once those were used up, the service has dwindled. Today pushed me over the edge. I had routine service plus a tire rotation done 2 days ago. Yesterday, a sensor light signaled me to check my tire pressure, so I called and was told to come in today and that no appt was necessary. When I arrived, I explained to Tech-A, who greeted me, my reason for the visit and was told they'd check tire pressure and reset the sensor. He explained that this is commonly overlooked- I get it. I told him that I'd just wait for this to be done. I waited in the customer waiting area with 3 other people. More than an hour and 20 minutes passed with no contact from anyone to me, all the other customers had been approached once to explain how their service was going, and then again when their service had been completed. So I went to check. As Tech-A worked at his computer, Tech-C helped me. At this point I realized my car was EXACTLY where I left it in the drop-off bay. I stood there this time- instead of heading back to the waiting area- and watched Tech-C check the tires. When he returned to his station he explained all the tires had the right pressure and he would now check to see that the sensor light had been reset. At that point Tech A looked up and nonchalantly said, "I already checked that the sensor had been reset." I sat for over 80 minutes dumping photos on my phone while this whole task took less than 10 minutes? I don't know if this is because it was a no-pay service, or what. But, pay or no-pay (and in this case clean-up from a pay-job not completed properly) the same job should be completed with equal pride and competency. I truly hope no other sensors come up, as I will develop negative suspicion. I am also still waiting to see this most recent service show up in my app. I expect and accept a short delay as I know clerical stuff sometimes takes extra time.. Side note: the indoor waiting area is quite nice! Unfortunately, the outdoor bench should one decide to wait outside is placed under a "bird hang out" and therefore is covered with bird droppings. Bottom line: proceed with caution to TW VW!

Nobody likes having to take their car in to the shop, but these guys make it as convenient as…read morepossible. I have purchased several Hondas here and always have my car serviced at Penske, too. Ultimately, the process of buying a car is just not fun. It takes a long time, there's a lot of waiting, and heavy decisions to be made. But they make it as smooth and painless as possible. I've seen Hebert and Cody, both a handful of times--and they're awesome! While they could easily take advantage of a girl who doesn't know what she wants, I feel like they look out for me and genuinely try to get the best deal. Last time, one of the salespeople gave me advice that saved me probably $100/month on my car payment. When I'm ready to buy a new car, this will undoubtedly be the only stop I make. The service department treats my car like a baby. They always keep me informed, prices are reasonable, and they are knowledgeable and efficient. I've had particularly great service from Brandon. Like I said--getting your car serviced is not fun, but they keep the waiting area clean and well stocked with complimentary coffee, water, and snacks. The waiting area is also quiet and reasonably comfortable. I honestly wouldn't even consider taking my car somewhere else unless it was an emergency.

Noticed that I had a headlight out last night and wanted to get it replaced immediately! I called…read morePenske to see if I needed an appointment and the friendly gentleman I spoke with informed me that I could just stop by. So after I got off work I popped in to get my light replaced. Andrew assisted me once I pulled into the bay. He was friendly and professional. He had assistance from another team member since I opted to have both headlights replaced. My service from Penske is always great, but this time it was quick and efficient... so quick I didn't even have to get out of the car this time. I highly recommend Penske if you own a Honda and need any service completed.