There was a paint defect on the left rear quarter panel that had to be fixed at a body/paint shop in Zionsville, so there were some delays over the course of about a week where we had to play it day by day. The staff at the Indy SC are amazing, keeping in contact and answering all questions promptly. I was especially impressed after hearing about issues people have had at SCs in other parts of the country. I think we are lucky with what we have here in Indy.
I am glad to hear you had a positive experience. It's funny how experiences can vary...
I took delivery recently at the Castleton location as well which was a pretty great and pleasant experience - I was over the moon after the 2+ year wait. The driving experience is more than excellent. These cars are truly the future. I scheduled service for defects like you, waited a few weeks for the appointment, dropped the car off, all was well. Fairly positive experience other than them sort of questioning damage on both sideskirts under the car where there were multiple matching punctures on both sides through the plastic from transport probably. They really should inspect the cars before delivery...
Anyways, that is about where my positive experience with Indianapolis / Castleton ended. To condense the experience as much as humanly possible I will try to just summarize the main points.
I was alerted that the car was bouncing off my speed limit set at 85. Mentioned it and got no response. Could see the car was left outdoors unlocked after hours. Then the paint work at Connan's came back worse than before it went to them. On the return trip from Connan's the car once again bounced off the 85 mph speed limit with fresh paint. Questioned again and the service manager apologized. Then mobile access was disabled... The front bumper was damaged as well at some point and had to be repaired. The car went back to Connan's a 2nd time, came back with EVERY single piece of glass damaged and requiring EVERY single piece of glass to be replaced. How would you like that news on your new 60k car? There were still dust nibs/fish eye in the paint, paint run on edge of door, holograms in all of the paint - probably from the 'detail' job back at service. Over the next few weeks service replaced all of the glass which also added scuffs, scratches, punctures, and tool marks to many interior panels including using the wrong chemicals on the piano black materials which damaged the finish. While I did not know the current state of the car, they worked out a so-so deal with me to take the no longer new car back rather than request a replacement which was said to take months, be a huge hassle, cost me money, etc.
After 5 weeks, I got the call that the car was ready and in excellent condition. I drove the 2+ hrs to review it and found the minor but still present paint issues, the newly added interior damage to quite a few panels, and work that was supposed to be completed on the repair order that had indeed not been complete. An example would be the broken headliner that was replaced with another MORE broken headliner just to say they 'attempted repair' so they could stop the clock (in my opinion) before it hit the 30 business days that would meet lemon law criteria. The service manager tried to renig on the verbal agreement we made the day prior and would not let me leave with the loaner I drove up in and leave the car there for them to finish the repair order and fix the newly added damage. I was unable to decline the repair... He stated that I was required to take the car and schedule a new appointment since none of the remaining issues are safety related and if I got a taxi and left the car, it would be unsecured and any damage incurred would be my responsibility.
It was a terrible no good very bad experience... I am still left with a damaged car and the agreement not met a week after pickup.
While I am glad this doesn't happen to everyone, it should not happen to anyone...
Very deflated and my trust with Castleton has unfortunately been lost when I am sure 95% of the guys are absolutely top notch.
I feel if I do not mention my experience, I am kind of propagating the problem because things don't change if they aren't out in the open.
I truly wish everyone the experience they deserve and am sure most will get it.
