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January 2024 by Chris Welty
Absolutely the worse service in the Marion/Johnson county area. Not only are they rude and deliberately indifferent to their customers. They have the audacity to sell an extended warrantee with no intention of honoring it. Three to four week wait for an appointment and then the usual "We don't have the part in stock and there is a six month lead time" and when the part arrives they never contact you for the repair and there is another unacceptable wait time for the replacement. This scenario has played out the same on many different occasions.Never purchase anything from this mismanaged establishment.
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January 2024 by Bill Morris
Specifically, I need to lift up Preston Allen who helped me in the service area. His customer service was phenomenal with his follow up and follow thru with my vehicle. It wasn’t easy locating the part and dealing with my insurance but Preston stayed on top of it for me. I will be following up with the owner and others there so Preston gets acknowledged for a job well done! Hats off Preston!!
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January 2024 by Marcus Avery
We had three issues. 1) we gave $200 good faith money and was told it would be refunded when we asked we were told the system was down and it hasn't been refunded yet. 2)my son had a test drive and said the car pulled to the right the salesman said he would would give a wheel alignment then he put that cost in the negotiation. 3) my son secured funding through his credit Union came in with a check made payable to Tom O'Brien then he was told he would have to complete a credit application to be put on file. For what reason?
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January 2024 by Kim South
Bobby and the service department at Tom O'Brien Chrysler Jeep are wonderful! They make sure that every time I leave there the service techs have checked out everything, not just done the scheduled service. That makes me feel safe. We always buy our vehicles from them and always will!
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January 2024 by Jeremy
Tom O’Brien and Sylvia did a great job of communicating with me regarding the issue with a sensor on my Jeep. They let me know when it came in and got it on the schedule for repair. The repair was done on the same day as drop off and again the communication was great. They pulled my vehicle around for me a week.It was great customer service!
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January 2024 by Tom Foreman
Tom O’Brien Jeep will lie to attempt to pressure a deal. Sales man told me my company’s supplier number was only worth $400 and that the vehicle I was interested in would be going up in price on Monday (Jeep Gladiator Rubicon) - just saw on their website they DROPPED the price on that Rubicon by $2k and another dealer gave me thousands for the supplier code AND a lower price on a Gladiator Rubicon with more options. I am perfectly fine with firm negotiating, I will not tolerate lies.I bought from Josh at Bill Estes Jeep in Brownsburg, great service and HONEST negotiations at Bill Estes.
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January 2024 by Alicia Gatewood
I purchased a vehicle from Tom O’Brien in 2018. Because I was new to Indianapolis, I continued to have my truck serviced there. It was evident that their communication was poor and after several mishaps with basic oil changes, I began taking my truck to Belle Tire.This week I attempted to take my vehicle back for a sunroof liner issue. Once again poor communication, an estimate three times as high as it was in 2021 and multiple hours on my part trying to communicate and reach a live person for an update caused me to have to finally drive to the location to determine what next steps needed taken for either the repair or the return of my vehicle.When I went I to the showroom to share my concern, I walked into 7 men sitting around talking. I was told I could email my concerns because all the managers had gone home for the day. When I shared my disdain for the communication practices and said I shouldn’t have to continue working harder than the employees, they took my name and number.Vince called me back the next day with an apology and little to no response when I shared my hourly salary x the amount of time I spent trying to get a return call. They charged a diagnostic fee (as they should) but had I charged them what I make an hour x my time and effort - Tom O’Brien would owe me money.They boast family owned since 1933. Have their customer service been this terrible since 1933?
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January 2024 by Danny Flynn
From start to finish the car buying experience was made easy and pressure free. Matt helped me through deciding on a car and gave unbiased opinions on which model to choose based on the price. I’ll continue to buy cars from the O’Brien dealership moving forward. Highly recommend!
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November 2023 by Ericka Cosby
All of the staff here were super helpful ! Chuck gave me his honest opinions and did not pressure me. Also, Angie in finance made sure to get us the best deal. She was outstanding!
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November 2023 by Keri Gascho
I was in desperate need of new brakes. They went from sounding like a screaming banchey to metal on metal in a matter of weeks. So thankful for their inspection and letting me know my hoses and belts did not need changed. O’Brien got me in a good 2weeks early thanks to speaking to Sylvia in the service department about driving my family around with poor perforing brakes. Thanks O’Brien
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November 2023 by Charlene Grover
First of all this is the third car we have bought from you all, what a wonderful experience . Matt was awesome to work with. I’ve been a loan officer for 24 years and have done the indirect lending there so was very familiar to all the paper work, it was flawless. A very big thank you to all. I appreciated that we weren’t pressured to buy any backends, although we did call back a buy the warranty on the lease . We will be back for ournext vehicle.
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November 2023 by Walter Nordstrom
The folks at Tom O’Brien Chrysler went out of their way to make my experience smooth. They paid close attention to the specifics of my needs and that helped to prevent damage to my modified vehicle. Communication was clear and quick throughout. No surprises.
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November 2023 by Laura Haisley
Had a simple recall taken care of, while I was there I wanted them to look at the radiator/water pump as I felt it was running hot and the fan was extra loud to compensate and cool it off. They quoted me $3,000 for a new radiator, Waterpump, and thermostat. I declined that estimate and took it to a small shop, they did not need to replace the radiator, only the water pump and thermostat. Runs perfectly now. I was changed much less than the original estimate from Tom Obrien. Is it because I'm a female?! I don't understand why honesty and integrity is not a part of your service. Very disappointed.
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October 2023 by Brian Robinson
I had to wait for 3.5 weeks to get an appointment. Had a 9am service appointment scheduled. I told them I would be waiting. Car didn't move until 10am. Saw them working on it outside of the shop intermittently until 1030am when I saw them pushing it into a bay. Just assumed they had the battery disconnected. Then, the Jeep sat on a lift until 1120 with no one near it. Went inside to check status. Was told that my starter went bad suddenly. Mind you, I had no problems starting it prior to this visit. Was told they could either order a starter from Chicago although they may not be able to get it because of the strike or I could go with an aftermarket starter they had in stock. Told them to replace the starter with the one in stock, change the oil and cancel my other services I originally came in for. Jeep sat on lift from 1120 until 1220 with, once again, no one near it. Went back inside to find out why no one was still working on it. Then, they say they don't have a starter in stock and the technician was going to pick one up. At this point, I had been there for 3.5+ hours and not one thing had been done to my Jeep, other than the starter mysteriously and suddenly going out. At 1pm, they finally secured me a loaner vehicle. When I pulled away, I noticed the tires were bald and the gas tank was almost empty. Finally, I received a call at 2:30 p.m. informing me that my Jeep could be picked up. Even though no one was near my Jeep when I left at 1 p.m. and I got the call at 2:30 p.m. that my Jeep was ready, they still charged me 1.6 hours for labor. Not sure how that math could possibly work out...In addition, I was also charged $72 for a diagnostic test when I told them what the error code was. In addition, the check engine light was no longer on.Had to send 4 emails to finally get someone to follow up with me. They essentially said... "We've done nothing wrong, sorry about your experience"Lastly, this is the only Jeep dealership in central Indiana still marking prices above MSRP. DO NOT buy from here or have your Jeep serviced here. They only care about surveys and not about your actual experience.
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October 2023 by lori oler
Called and scheduled 100,000 service for my Jeep. Dropped car off afternoon prior. Was asked what the problem was with car as there were no notes. 2:30 next day after hearing nothing I tried to call. Impossible. No one answers in service. No one returns calls and don’t wast your time trying to text even though they tell you to. Finally, was told late in day they found leak and had refereed to warranty dept that a.m. NO WORK WAS DONE that day. Poor communication. Did not care that people need to arrange transportation for another day at the last minute. No loaner cars…nothing. Thank God my car has only needed oil changes but even that is a pain. Always there 1-2 hours. Love my Jeep but service is terrible. Only person that was amazing was the girl who brought my car to me. Excellent customer service on her part.
