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Secondly, they only have one insurance company that they consider "in network" (State Farm.) They constantly tried to use the fact that our insurance company (Nationwide) was not their "in network" insurer to explain away every delay and every pricing issue. Our insurance adjuster, who was very experienced in dealing with "out-of-network" situations, tried for a week to reach them to discuss the issues. But, it wasn't until we threatened to remove our car and take it to another shop that they finally returned our insurance adjuster's calls and began to work with them.
Estimates were changed, prices were increased from one supplement to the next. At one point, the Tom Wood adjuster blamed a portion of the escalating costs on requirements Subaru placed on their shop. On multiple occasions our contact at Tom Wood spoke to me in condescending tones. When he finally returned our insurance adjuster's calls, he spoke to her in the same manner. Tom Wood's adjuster tended to have an "our way or the highway" attitude to the entire process. He seemed genuinely angry that our insurer was negotiating costs instead of just cutting a check.
They had our car for 44 days. To repair a cracked front bumper cover. For 2 weeks it was just sitting there in the "queue", almost a week was wasted by them not returning calls to our insurance. We did not have parts delays. The overall management of the experience caused unnecessary stress and unnecessary time without our vehicle.