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Tom's Automotive

Average Score
Overall Rating 4.7/5Overall Rating 4.7/5Overall Rating 4.7/5Overall Rating 4.7/5Overall Rating 4.7/5
4.7
(67 Reviews)
79
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Score Details

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Active Business

ReScore Reviews

ReScore
Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5
Original Review
Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5
0
Total ReScores
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ReScore Average
79
Net Promoter Score ®

Business Details

About

The Intel on Tom's Automotive in Fitchburg, MA
Tom Isenberg opened Tom's Automotive Inc. in Fitchburg, MA in 1998. He was tired of seeing auto repair customers being treated poorly and dishonestly in many cases. With his own auto repair shop, he was confident he could provide excellent automotive services at a fair price, while treating
The Intel on Tom's Automotive in Fitchburg, MA
Tom Isenberg opened Tom's Automotive Inc. in Fitchburg, MA in 1998. He was tired of seeing auto repair customers being treated poorly and dishonestly in many cases. With his own auto repair shop, he was confident he could provide excellent automotive services at a fair price, while treating people with the respect they deserve. Twenty years down the road, Tom's Automotive is known in the Fitchburg area for doing just that. We deliver quality work at an affordable price, as well as fast turnaround times. All our customers are treated with dignity and respect, and we maintain a clean and neat facility.
...more

Categories
Auto Maintenance, Auto Repair, Car Maintenance
Contact
(978) 343-8667
Closing in 53 minutes
Business Hours

Business Hours

Mon
7:00 AM - 6:00 PM
Tue
7:00 AM - 6:00 PM
Wed
7:00 AM - 6:00 PM
Thu
7:00 AM - 6:00 PM
Fri
7:00 AM - 6:00 PM
Sat
closed
Sun
closed
* Eastern Time (Us & Canada)
25 Summit St Fitchburg, MA 01420
Tom's Automotive 's Reviews
Overall Rating 4.7/5Overall Rating 4.7/5Overall Rating 4.7/5Overall Rating 4.7/5Overall Rating 4.7/5
4.7
(67 Reviews)

RF
RAYMOND F.
Ford EXPLORER XLT
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
02/23/2025
3
Unprofessional
So my first time experience with Tom's Auto Repair. Yeah about that huh! I called them to get my truck started that's it. I tell them that it maybe a fuel pump I'm not sure. So I get it towed to them a day later I get a call saying we got the truck started now thats with her on the phone. But she says that we want to hold on to it to further diagnose the truck and I say no thank you.

Why do that when you solved my issues, so I tell her yes I would like to come and pick up my truck since you got it to start there's no need to leave it with you. But when I get there the truck doesn't want to start now 🤔 exactly. So I ask her why the truck won't start now? She said i don't know it could be alot of reasons but there shouldn't be if you had the truck running started it multiple times and even took it around the block.

why is it after you tell me it started right up I get there and all of a sudden the truck won't start that's weird as fuck me excuse my language but am i wrong though.

So you guys messed with my truck or did something to it after you got it running because I don't want to leave it with you guys so you can find more things to charge me with that there is no need for. But then want to act like I'm calling you a liar after getting caught in your little scheme of taking advantage of people cause they don't know.

And if that isn't the case then tell me something to make sense of it! If it wasn't my fuel pump which I had in the truck or alternator or starter or even gas. Why it stop running when you had the truck driving around the block.
So from 1:32pm when you called me saying it's running and all the tech did was charge the battery to 2:30pm and magically the truck isn't working 🤔 yeah please make sense of this.

Keeping the honest people honest that's not professional especially coming from a shop that's has a 4.6 rating.

I'm definitely not bringing any business to this shop ever again and I will spread the word about my experience.

. By. Raymond J. Frazier
The Team A. from Tom's Automotive responded on 02/24/2025 04:16 AM

We genuinely appreciate you giving us a shot and wish you all the best!


MN
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Michael / Colleen N.
Leominster, MA
Chevrolet SILVERADO
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
02/17/2025
verified customerVerified Customer
10
Above average
Shop went out of there way to help me get my truck serviced.
The Team A. from Tom's Automotive responded on 02/18/2025 04:12 AM

We're glad to hear that our team could lend a hand with your truck's service. It's what we like to call our "get it done" attitude—always on standby to save the day. If your truck ever needs more superhero service in the future, you know where to find us!


WD
WAYNE D.
Fitchburg, MA
Subaru LEGACY PREMIUM
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
02/15/2025
verified customerVerified Customer
10
Pleasant folks
Good experience, I’m going back to them for anything else I need
The Team A. from Tom's Automotive responded on 02/18/2025 04:12 AM

We're glad to hear that you had a good experience with us! It sounds like we've made quite an impression. We look forward to being your go-to garage for all your automotive needs. When it comes to car care, we aim to be your trusty pit crew, minus the flashy jumpsuits. Drive safely, and don't be a stranger!


DL
DAVE L.
Toyota TUNDRA DOUBLE CAB SR5
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
02/15/2025
verified customerVerified Customer
10
Great service rendered
Great service.Excellent hospitality
The Team A. from Tom's Automotive responded on 02/18/2025 04:12 AM

We appreciate you taking the time to share your thoughts! It’s fantastic to hear that you enjoyed our service and hospitality. We like to think of ourselves as the friendly neighborhood pit crew, ready to make your automotive experience as smooth as possible. If there's anything else we can do to keep your wheels turning, just let us know!


AW
AMANDA W.
Subaru LEGACY 2.5I LIMITED
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
02/13/2025
verified customerVerified Customer
10
Tom’s is the best!
They are very friendly and accommodating. I have a busy schedule and drive my car for work and they are always timely. Mechanics are very smart and skilled as well. Prices are reasonable and the work is high quality.
Highly recommend!
The Team A. from Tom's Automotive responded on 02/14/2025 03:41 AM

We're glad to hear that our friendly team has been able to accommodate your busy schedule! It sounds like you've got quite the schedule, so we aim to make your car service as stress-free as possible. We're proud of our skilled mechanics and their ability to deliver high-quality work at reasonable prices. Your recommendation means a lot to us, and we appreciate you taking the time to share your experience. Wishing you many smooth rides ahead!


SB
SHAUN B.
Toyota TACOMA DBL CAB SR5/TRD
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
02/08/2025
verified customerVerified Customer
10
fast service and nice people
I was traveling and Tom's took my vehicle right in and got me back on the road fast.
The Team A. from Tom's Automotive responded on 02/10/2025 05:31 AM

We're glad to hear that you were back on the road in no time! It’s great when a little pit stop can turn into a speedy recovery for your vehicle. We understand that being on the go is important, and we aim to keep those wheels turning smoothly. Safe travels and may your adventures be plentiful!


LS
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LEAH S.
Fitchburg, MA
Chevrolet SILVERADO K1500 LT
Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5
02/03/2025
verified customerVerified Customer
4
Unsure what happened
I am happy with the replacement of my fuel pump and fuel lines but wish it had gone smoother. I know choosing an honest mechanic can be tricky, so I asked for a printed quote so I could shop around for thr best price. Tom's came in low at $750. So I called two days later to schedule the appointment. They booked me and said my fuel pump would be done on one day. Midday, they called me saying they never discussed price with me. They said it would cost $1,050 to replace my fuel pump. So I reminded them I already got a printed quote from them earlier that week. They found the quote and said they could do it for $750 as was our agreed price, but would have to find an older/cheaper fuel pump. She instantly "found one" and agreed to $850. Which was weird. Then they called and said the fuel lines were all rusted and also needed to be replaced. Not sure why they couldn't have included that in the original quote. My truck had to stay in the shop and extra day. All in, it ended up costing $1,100 including the fuel lines. I just don't know if I can really trust them or not after going through that.
The Team A. from Tom's Automotive responded on 02/03/2025 05:46 AM

We appreciate your detailed feedback and are glad to hear the fuel pump and fuel lines are working well now. However, it's unfortunate the process felt like a game of telephone—clearly not the best way to initiate an automotive relationship! We aim for transparency and clarity, and it seems we stumbled a bit on that front. We understand how frustrating it can be to navigate unexpected costs, especially when they don’t pop up during the initial discussion. We'll certainly review our procedures to ensure we can avoid similar situations in the future. Building trust takes time, and we hope you’ll give us the opportunity to show our commitment to quality and communication going forward. Your truck’s in better shape now, and that's what we aim for!


PM
Pam M.
Leominster, MA
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
02/01/2025
verified customerVerified Customer
8
Good and efficient.
I've found Tom's to be knowledgeable and able to take the appropriate amount of time to answer and explain any questions I may have had. My car was repaired in an ever so timely fashion. The Staff were very accomodating.Thankz to all.
The Team A. from Tom's Automotive responded on 02/03/2025 05:10 AM

We appreciate your feedback and are glad to hear that our team's expertise and willingness to explain made your experience with us a breeze. It’s always our goal to keep things running smoothly—just like your car after our repairs. The clock may have been ticking, but we promise we weren’t racing! If you have any more questions or need assistance in the future, we're here for you.


JM
JOHN M.
Honda CR-V EXL
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
01/25/2025
verified customerVerified Customer
10
Prompt, Great Service, Dependable & Affordable
I have done business twice with Tom's. Each time their service is prompt and the end result is a car that is running well. They are also very reasonable and fair in their pricing in my opinion. You can't go wrong with Tom's Automotive.
The Team A. from Tom's Automotive responded on 01/27/2025 04:06 AM

It's great to hear that you've had two positive experiences with us! We strive to keep your car running like a well-oiled machine, and it's nice to know our efforts haven't gone unnoticed. Fair pricing and prompt service are our jam, and we're glad they hit the spot for you. We're committed to keeping your vehicle in tip-top shape, so if anything else comes up, you know where to find us!


PK
PETER K.
Gardner, MA
Toyota AVALON XL/XLS
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
01/18/2025
verified customerVerified Customer
0
Deceptive business practices
Without speaking with me do diagnosis work and charge me after
The Team A. from Tom's Automotive responded on 01/20/2025 06:13 AM

Peter, there is always a fee to inspect or diagnose a vehicle, as we have to pay our technicians for their time. We communicated what we found with you during the diagnostic. Whether you choose to move forward with repairs or not we completed the diagnostic, which is why there is a charge. 


BV
BAHAVNA V.
Honda CIVIC LX
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
01/18/2025
verified customerVerified Customer
10
Great Service
Customer service at Tom’s cannot be matched! They are very flexible with dropping off and picking up your car and great at communicating what needs to be done, transparent with pricing and trustworthy!! They helped me with my transmission, quoting $9k less than the dealership down the road and are so fast with their service!! They have a new loyal customer!!
The Team A. from Tom's Automotive responded on 01/20/2025 06:04 AM

We’re pleased to hear that you had such a positive experience with our team! It sounds like we were able to make your day a little brighter (and your car a lot happier) with our service. We pride ourselves on being upfront and transparent—after all, we believe your wallet shouldn’t take a joyride along with your car! If our rates make the dealership blush, that’s just a bonus. Welcome to the family; we look forward to your next visit!


JC
JOHN C.
Jeep CHEROKEE LIMITED
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
01/17/2025
verified customerVerified Customer
10
Great !
My experience at Tom’s automotive was amazing.
The Team A. from Tom's Automotive responded on 01/17/2025 10:25 AM

We appreciate your feedback about your experience at Tom's Automotive. It’s great to hear that you had an amazing time with us. We strive to keep our customers happy, and it sounds like we hit the mark! If your car ever needs another touch-up , you know where to find us.


DM
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Dan M.
Lunenburg, MA
Toyota RAV4 Base
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
01/17/2025
verified customerVerified Customer
10
Stayed late to fix my problem
I recently had a a problem with one of my front axels, it needed to be replaced. One of the parts required for the replacement was difficult to obtain; the mechanic even went to a few local parts stores to try to find it. In the end the mechanic was able to find the part, and even worked late to get my vehicle back to me before the weekend. This kind of dedication to the customer is much appreciated, and the reason why I am a loyal customer of Tom's Automotive.
The Team A. from Tom's Automotive responded on 01/17/2025 10:26 AM

It's fantastic to hear that our mechanic's dedication made a difference for you! We're always on the lookout for those elusive parts, even if it means venturing out into the wild world of local auto shops. Working late to get your vehicle back before the weekend was a no-brainer; we can't let our loyal customers miss out on their weekend adventures. Your continued trust in us means the world, and we look forward to keeping your vehicle running smoothly!


RK
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Roman K.
Fitchburg, MA
Hyundai VERACRUZ GLS/LIMITED
Overall Rating 2.0/5Overall Rating 2.0/5Overall Rating 2.0/5Overall Rating 2.0/5Overall Rating 2.0/5
01/13/2025
verified customerVerified Customer
2
Was a really good shop but went down under new owners
I’m really sorry to say this, but I can’t do business with them anymore. Under the previous owners, this shop was my favorite. They did everything quickly, never trued to overcharge, only what it takes to solve the issue. When Tom retired and new people came, it was very noticeable. They aren’t as knowledgeable and the quality isn’t the same. On one of my cars they broke a connector on one of the injectors, it fell off and it started misfiring on my way to work. But at least it didn’t happen on a highway. They did fix it for free, but it’s still unpleasant.
I still trusted them and when I got another car, I brought it to them with clear instructions: change fluids and make sure it passes inspection. Well, this visit was a complete disappointment. They said they did a complete safety inspection, but no one told me that the parking brake is completely inoperative and, what’s even more important, that the car isn’t going to pass inspection. Even though during pickup I mentioned that I was going to stop by an inspection station. Well, of course it failed. But what’s even worse than that, they tried to rip me off for over $1000 by recommending the whole rear brakes replacement including pads, rotors and calipers - when actually none of these were even worn, they look like they were replaced earlier this year! This really pissed me off. Under the previous owners, they never tried to play such tricks. So I am not coming back again.
The Team A. from Tom's Automotive responded on 01/17/2025 10:33 AM

Roman, we recommended rear pads and rotors with parking brake shoes and hardware for your parking brake to properly hold and pass mass state inspection. You declined this service because you didnt agree with our pricing. We stated the parking brake was not holding well which meant it is not fully operable,  You went for a mass state inspection and failed for the exact things we recommended. You wrote your first bad review and then proceeded to call us and tell us you would remove the review if we did the work for you to pass inspection. We then decided it was in everyones best interest we part ways as a customer and service provider, leading to this second poor review. We apologize we cannot meet your expecations and we wish you all the best.


MN
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Michael / Colleen N.
Leominster, MA
Chevrolet SILVERADO
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
12/30/2024
verified customerVerified Customer
10
Quick fix
Went in for oil change. Mechanic informed me front axle boot was leaking grease. Shop contacted after market warranty company , filed claim ,got work done for my deductible.
The Team A. from Tom's Automotive responded on 01/02/2025 05:37 AM

We're glad to hear that our team was able to spot the axle boot issue before it became a bigger problem. It’s like having a mechanic who doubles as a fortune teller, right? Timing is everything! We're also happy to assist with your warranty, making sure you get the necessary work done without breaking the bank. Wishing you many smooth miles ahead!

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