Westfield, IN
What customers say about Tom Roush Mazda
Tom Roush Mazda in Westfield, Indiana has accumulated 999 customer reviews spanning from February 2013 through May 2026, with an overall positive sentiment rate of 92.1% and just 7.3% negative. The dealership performs strongly across most measured dimensions. Professionalism and conduct was the most frequently cited aspect, mentioned in 760 reviews at 92.4% positive.
Courtesy and friendliness followed with 494 mentions at 95.7% positive, and punctuality and on-time service earned 93.7% positive across 127 mentions. Communication and updates rated 84.2% positive from 361 mentions, and technical knowledge and expertise reached 87.8% positive across 197 mentions. Two aspects fell below the 70% positive threshold worth noting: problem resolution and effectiveness registered only 66.2% positive from 130 mentions, indicating a recurring pattern of customers experiencing dissatisfaction when issues arose and needed to be resolved.
Responsiveness and speed also came in at 71% positive from 100 mentions, suggesting occasional concerns about turnaround or response times. Pricing and value, mentioned in 178 reviews, sat at 73.6% positive, reflecting a modest but consistent minority of customers who felt costs were high or not well-justified. Among named staff members, Brent (47 mentions, 4.9 average rating), Larry (37 mentions, 4.9 rating), Lee (36 mentions, 5.0 rating), and Mike (22 mentions, 5.0 rating) all received near-perfect scores.
“I had a recall. they took care of it and i had some other issues with dash board lights. They found the issues and corrected them. they spent 2 hours but only charged me 1 hour. Great service and too care of my car.”
Scott was the most frequently mentioned individual at 48 reviews with a 4.6 average rating. On the service side, auto service led with 98.1% positive sentiment from 103 mentions, while new car purchase earned 94.4% positive from 108 mentions, car sales 94.1% from 68 mentions, and vehicle purchase 87.9% from 66 mentions. Thematically, repeat customer and loyalty reviews were 100% positive across 69 reviews, and vehicle inspection and video feedback was also 100% positive from 25 reviews.
The car purchase experience topic drew 433 reviews at 97.2% positive, and the service department experience garnered 197 reviews at 98% positive. Problem resolution as a topic rated only 72.2% positive from 18 reviews, consistent with the aspect-level finding. Overall sentiment trends have remained stable across the review period.
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