Stoops Freightliner-Western Star (Indy) — Local services in Indianapolis

I'll give credit where it is due! In my case the entire situation with the semi has been resolved! Money lost is still lost. But I give respect to at least the effort made to communicate with my husband. In the future I hope we can continue to do better with our communication! And accountability was taken!

Thank you- Dashai 5/11/17

lets start with the first... I got hung up on three times by a Brian I believe in parts because the phone calls weren't being answered so his solution was to hang up on my THREE times! You sir are a royal jerk! Second, they "fixed" something but because we had a customized wet kit added and changed something.. I have to these jerks fix it! It they fixed it right!? No sir it was just another excuse! Lastly (I am sure there is more to come!) so we bring this truck back! And the work is paid for we just need it down so we understanding that the parts have been order and it will be rushed! Miscommunication yet again... I believe they speak or understand English..perhaps grammar very well because instinct has taught me when dealing with them call constantly and hold their hands through the process! The parts weren't ordered on rush delivery! Put the truck back together to run it Monday and Tuesday on prayers and some blessed oil! And hopefully we can have it fixed again! Now as I would love to bring my review to a close by which I would like to add that, giving one star is too much credit for these clowns! I just found at that they yet again forgot to order another part! 🤣😅😂 I have to insert emojis bc it's unbelievably impossible to understand that do NOT understand that we have to run this truck, fine with waiting on parts understandable it's the lack of communication, the lack of respect, the lack of care! The only reason this facility is as active is because (my understanding so far) that they are the only freightliner dealer/ shop in the tri-state! Next thing I'm doing is calling freightliner HQ and I won't let up even if my attorneys have to be involved! By the way I'm selling this truck to never have to deal with these clowns again, I'm so disappointed in how they just don't care! But lesson learned! It's hard to deal with a company when there is no accountability. Through all the reviews, communication is the biggest issue. Being told One thing and it's another! They fail to understand that truck running is crucial. It is income, a life that they take lightly to put on hold! It isn't them that suffers, it's your clients that suffer when they can't make that load or "misunderstand" and now the cost has tripled! All these miscommunications leads me to further believe that they're taking extra money in other situations! Literally stealing it out of our pockets over their miscommunications and our misunderstandings!

Update 091117

We no longer take any trucks to the service department! Everything of ours goes to Clark Diesel..

Moving to my next topic! This is great! Been trying to reach a sales person for over two weeks. Literally voicemails boxes are full, receptionist is of no use. All I wanted was to purchase the lime green truck, but I need price and mileage along with every other info I need to make a decision. Now from the experience above for the life of me I told my husband don't deal with these people... they have no accountability on the service side.. sales can't be too far off. Judging with the voicemails that I've left, numerous attempts, they don't deal with small business owners which is fine. I would rather you just say you don't than me make attempts and waste my time.

Hopefully now my husband will fly to Alabama to Fitzgerald, that way he can have the respect and service any person should have.

People, stoops used to be a good place now you are caught in long waits or unorganized chaos. Either of which ends up in playing phone tags, the receptionist is so rude... I would love to punch her in the face! And I no longer have the patience for Stoops. I could never give any business or even good word towards this establishment. It's all been a very...

After my local mechanic couldn’t fix an RV wiring issue, I paid him to drive the RV to Stoops to get it fixed. I chose Stoops because after describing the issue, they said they’d be able to fix the problem. I also had a time constraint when I was hoping to have the RV completed by, which they understood and said they’d get it done in time.

After the RV was sent in on a Thursday, I called Stoops back and they gathered my information and I detailed the issue once again (1st time). Stoops then called me Friday night explaining that if it had to do with wiring related to the transmission that they’d recommend taking to another shop (REV in Decatur, IN). I then replied and said that it’s not a mechanical issue, but a bad wire going into the transmission. Although likely a simple fix, I still got pushback.

After explaining this on a Saturday, I was told they were going to look at the RV and get back to me. I again had to detail the issue to them (2nd time).

Come Tuesday, I called to see what the status of the repair was since I was traveling through the area later that afternoon, and wanted to know if it would be ready to pick it up. Not only did I have to explain the issue again (3rd and 4th time), they did not take any notes from the call I had with them on Saturday, so absolutely nothing was done or observed on the RV for four days while it was in the shop. I understand that happens with a busy shop, but I was told that it was getting worked on to meet my deadline, which it actually wasn’t.

When the tech couldn’t understand the issue on the phone, I mentioned that my father in law could communicate the issue better than I could and that I’d have him call them to help explain. The tech then said “no we’ll just have one of our guys look at it for a few hours”. But, if they didn’t understand the issue, and I offered to have them talk to someone that does understand the issue, then why would you charge me for 2 hours of work instead of wanting to hear the better details about the problem?

I proceeded to tell them that I didn’t want them to work on the RV yet and that my father in law would call them. My father in law, the ex owner of the RV, knows mechanics fairly well and studies RV issues thoroughly. In summary, when he called Stoops, he was told that Stoops has never heard of a “Grade Brake” with Allison transmissions, which is brake assist downshifting essentially. That was obviously false and it indicated that Stoops didn’t want to work on the RV. We decided to pick the RV up because Stoops did not want to continue the conversation on the issue.

When I got to Stoops, customer service hadn’t even entered the RV into their system, so the information collected from me didn’t show up, so they didn’t have a way to confirm who was picking up the RV. It could’ve been anyone, they didn’t ask at all.

All in all, Stoop’s service, communication, and organization is poor and I would not recommend them. I understand that sometimes things don’t work out, but every person I came in contact with seemed to not have any initiative to really focus on...

Let’s see where do I start? Got into the freightliner here at tubes told them that my hood was damaged from somebody hitting me told them that if they needed somebody to help them open the hood to let me know truck was brought to the back of the lot until they sent somebody to come and get it. The person they sent to come and get it. I said things how you’re gonna go upfront drop me off by the trucker lounge so that way while my truck‘s done getting fixed, I’ll sit in there. The dude almost hit two trucks going through his own parking lot at 2 miles an hour cause that’s all my truck will do is about three drops me off repeatedly said have the tech come and get me if he has problems opening my hood it’s not broke. It’s still attached. There’s just a bracket that’s broke. It just has to be done gently Sitting in the drivers lounge for nine hours. Finally go into the service department. Office asked what was going on with my truck wanted an update. They said oh well we bypassed you. We put your truck back out on the lot hours ago. OK well why didn’t anybody come and tell me. Get back to my truck. It’s now 930. Get ready put up my screens go to bed. 1030 comes long knock knock knock on my door. Oh well we’re gonna take it in and fix the hood. No, you’re not already told you people this next day comes truck goes in the shop. They take the hood off because that way they can get in work on the stuff they need to That’s fine. I’ll stay in a hotel. They do the work two days later. Go to pick up my truck it’s on latched. It’s not even latched either side of the hood. I latch it. I leave stop down. The road got fuel after I picked up my load unlatched again had to buy a bungee cord to latch it to make sure it didn’t come in on latch from vibration get all the way from Indianapolis, Indiana all the way to Houston Told my boss I needed to have a couple of the guys help me lift the hood because I couldn’t lift it anymore. It was stuck guys come out that afternoon early evening to help me lift it and I swear to God the whole thing came off. They didn’t even put the shocks back together and they didn’t put the straps back on that hold the hood so now my hoods ding they’re laying on the ground. If you get any work done here you make sure you go over your truck with a fine to come before you...