Tom. O’Brien Greenwood Service is the ONLY service place I trust when my Jeep is having any problems. When you go ask for Larry Bronson, he is the absolute man. He will keep you informed, be fully transparent, and do everything he can to get your car back on the road as soon as possible for the best price. I will never be going to another another auto service/maintenance chain, i went to one when my jeep was having problems, and they were just awful to work with, so I moved it over to Larry Bronson at Tom O’Brien Greenwood, and the difference in quality and care was night and day I can't recognize him an the team at Tom O’Brien Greenwood enough. I will be coming back for any further issues, and trust me, it is worth it! They fixed all the problems, and my Jeep is better than ever! I never give reviews, but this one I had to because I was so satisfied as a customer with Larry and his team!
Overall Service Experience with Tom Obrien CJDR, Greenwood
Extremely disappointing. What used to be my go-to dealership has now become a source of frustration and regret.
Initiating Service
The process felt disorganized and lacked urgency. My truck was towed in twice for the same issue, and there was no clear protocol or sense of accountability.
Dealership Facility
The facility itself was fine, but that’s where the positives end. The service experience didn’t reflect the professionalism one would expect from a well-established location.
Service Advisor Overall
Communication was minimal. I had to initiate every update myself, which made me feel like my concerns weren’t a priority. There was no proactive outreach or transparency.
Dealership Keeping You Informed
Poor. I was left in the dark unless I made the effort to call. For a truck that was in the shop for over a month, that’s unacceptable.
Dealership Valuing Your Time
Not at all. My vehicle sat outside for most of its time in the shop, and I was still expected to make a $1,200 payment for that month. It felt like a complete waste of money and time.
Cleanliness of Your Returned Vehicle
The truck was returned dirty, covered in muddy water spots. It clearly hadn’t been cared for while in their possession.
Thoroughness of Work Performed
Given that the same issue occurred twice and required two tows, I have serious doubts about the quality and thoroughness of the work. I ultimately traded the truck in because I could no longer trust it.
I would not recommend O'Brien CJDR, Greenwood to anyone after this experience.
I took my 2015 Ram in for some service work and found out that a part was discontinued and Lee Ragsdale in parts did a amazing job finding me the part I needed, I really appreciate the job he did. Larry Bronson in service did a amazing job in keeping my up to date on the service work and was very helpful with my questions and concerns. The Technician did a great job with the repairs. Thanks again for everything you guys did for me. Lee in parts and Larry in service.
If you value peace of mind and honesty when buying a used car, do NOT shop at Tom O’Brien. We unknowingly drove off their lot with a ticking time bomb — a vehicle riddled with major issues we had asked to be addressed prior to us signing the paperwork! They either ignored this request or chose not to address the issues. Within one week, the dashboard lit up with every warning light imaginable. Alarmed at this, we took it to a trusted service center at a different dealership, where we learned the full extent of the damage: a water damaged and now failed control box, serious electrical system issues, and a compromised starting system — all requiring complete replacement.
To make matters worse, we purchased a warranty that only kicks in after 30 days. Our car barely made it seven before these issues — leaving us with over $3,000 out of pocket in repairs for a vehicle we had hardly even driven.
Tom O’Brien had every opportunity to step up and stand behind what they sold and make this right. For a dealership their size, this repair cost is pocket change or the least they could do to right this frustrating experience. For us, it’s devastating and another overwhelming expense.
What happened here isn’t just disappointing — it’s unethical. This was hands down the worst car buying experience we’ve ever had. If returning the car were an option, we’d do it in a heartbeat.
Do not trust Tom O'Brien or the used vehicles they’re selling to unsuspecting buyers. I can only hope this review costs them more in lost business than it would’ve taken to simply do the right thing.
Did I get my car fixed? Yes. Did I have to wait 2 weeks with communication only coming when I reached out? Also, yes. I dropped my van off 2 weeks ago someone else said there was an issue with the fuel line. I waited and waited and waited. I called them at 4pm as requested by the receptionist the day before. I was told they didn't think it was the fuel line but couldn't figure it out. It would be another day. I explained that was fine but I worked so they would need to text or email. Brian, my service advisor, said "okay". Once again, I received no phone calls, texts or emails. No communication. Since I was unaware this was creating leads (which I apologized for), I was trying to get information through their chat function on the website. After 2 days, Brian finally calls and tells me it's not the fuel LINE but the fuel PUMP. He tells me that if they can get a part within the city, it'll be done by Thursday. If the part has to come out of Chicago, Monday "at the latest". Okay. I continued to use my mother's vehicle to get back and forth to work. Thursday came with no communication... again. Friday came and I did the chat again (still didn't know I was creating leads). Finally, Brian calls, explains that I was creating leads and that he would have to order the part out of Chicago. This is when I apologized and said okay. He explained that if he gets the part Monday morning, I will have the van by that evening. But if he gets the part later, unfortunately it wouldn't be until Thursday as they were closed Tuesday and Wednesday for the holiday. He then gave me a phone number to text for updates. Although annoyed, I said okay and figured it would be Thursday. I got no call again on Monday and had to call them to see what was going on. "I never got the part". This was the same thing on Thursday. Again, although annoyed, I understood since the holiday was stalling the progress of getting the part. "Everything is out. I JUST need the part." Friday, I texted the number numerous times with ZERO updates or replies. Since I worked all day, I wasn't able to call. Yes, I was annoying. I admit that. But I had to initiate communication throughout the entire process. I called Saturday and was told that the service providers aren't there Saturdays and I would get a call Monday. Mid-afternoon Monday, I received a call saying that they got the part and I would FINALLY, after 2 weeks, get my van on Tuesday at noon. "If it's going to be later, I'll give you a call." Today, I arrive around 11:30, knowing I was a little but would need to settle any bill. I was immediately told that my van wasn't ready and it would be another couple hours. Although I should have guessed, it was one of those final straw moments. I asked why I was not called. I was asked why I have had ZERO communication through this entire process. Brian proceeded to then complain that I made multiple leads, his technician took too long, he wasn't going to communicate when there wasn't an update and, my favorite one, "I don't have time to answer questions as to why a vehicle isn't finished". I told him that it takes 30 seconds to leave a voicemail or send a text that you haven't received a part. It would have taken 5 minutes that the vehicle wouldn't be ready for another couple hours. "You can just wait in our lobby. Or, if home is close, just go home and wait." I was furious. I explained that I had other plans including a vet visit and a trip to visit friends in another city as I had been assured my van would be ready and I didn't receive a call stating otherwise. Once again, Brian blamed someone else for his lack of communication skills. I told him I would be back in 2 hours and I expected my vehicle to be ready. After an hour and a half, my vehicle was finally ready. Yes, it was fixed and all was good, but the severe lack of communication and sheer attitude from the service workers is shameful. If I treated the customers paying my bills like that, I would be fired immediately. I'm sure this will fall on deaf ears but, if you can, take your vehicle elsewhere.
I have purchased three Chrysler vehicles over the years...I would never go any where else but Tom Obrien. They were professional and very helpful. Despite me witnessing a rude customer while there, they handled it calmly and professionally as expected. They will go the extra mile to make sure The customer is satisfied.
We bought my wife's 2018 lifted Jeep Jl from here. Great customer service. We have done some warranty work over the years, and they always communicate and will even show you what they are fixing and explain why it needs fixed. They are very busy, so the time it takes to complete work can take a week or two, but I have never had an issue with the quality of work.
My wife and I stopped in to check out a couple of used jeeps. The salesman was extremely rude and I have never been treated as badly by anyone. I will never even consider any of the dealerships by Tom O'Brien. Very poor
The worst place I have ever trusted to be in care of my car! Only had my car for two weeks to just do bumper work, when I came to pick my car up, not only was my hemi engine cover stolen but my car looked as if it was just handled poorly and ruff. Found a whole in my trunk that was not there and caps just off and missing, they did good work for what ever that’s worth on my back bumper. But the customer service and the handling of my car was just completely unprofessional. Even when I asked if they could just look at the cameras , I was told they didn’t have the time or need because “they don’t believe someone would do that”.
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