O'Brien Auto Park of Urbana

First of all they are no longer O'Brien, they are now Napleton. Bought a new vehicle from them and they were extremely easy to work with. Very professional. Seemed to be very customer oriented. Do your research before going and know what you want. Ask questions regarding all discounts available to you. I had a very good experience with their sales group. Can't speak for their Service Department.

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They were fine. They were very responsive. They're always very nice to work with. My car was there for about two hours. That's the dealer where we bought the car. They do a nice job. They're very professional and easy to work with.

I've been using them for 12 years. They're outstanding. I depend very heavily from traveling back and forth from Illinois to Minnesota and I've never had any problem with Toyota vehicles. They keep the car in excellent condition and I've never had any problem with them whatsoever. The only minor issue I've had is with the license plate falling off but that's not their fault. It's a common problem with the car wash. It's really good business and they do an outstanding job. The representative I've been using for about 10 years has been very direct, friendly and confident. He's straight-forward and tells me like it is. He doesn't try to make me get what I don't need. They have experienced mechanics that know what they do. The auto sales of Toyota have improved with the company being in Canada now making it possible to share with other dealerships.

1. I had tires rotated a while back, as simple a service as can be done. About 1/2 mile down I-74 driving away from O'Brien's the emergency light came on and the car stopped on the interstate. I called the shop. After towing it back, they found a lubricant plug missing; replacing it and refilling fixed the problem. No explanation of how rotating tires resulted in removing that plug. The company gave me a ticket for a complementary oil change.
2. O'Brien later mailed an unrelated and alarming notice saying to bring it in, that I needed a repair. Turned out that same symptom was the subject of a Toyota notification pertaining to my make, model, and year. The Toyota notification, to which O'Brien certainly has easy access, states the symptom is not important and needs no action. Regular customers who are told they need superfluous service visits are not apt to remain regular customers.
Throughout the life of the car I have received mailings stating that it was time or usually mileage to have X, Y, and Z done. I don't use the car nearly that much and, of course, the shop takes the odometer reading every visit so the company has good records of how I drive it. The company's intrusive marketing gets in the way of my being conscientious about service intervals. Their facility on US 45 is palatial and very well staffed. The taxes and overhead must be appreciable.

Wonderful!! Everyone is very professional. Everything that was done was explained to us.

This was a good experience today but I have also had not so good experiences here. It kind of depends on who you are working with. I did stop going here because I think they are more expensive than other places but I was sent a very good oil change coupon with a and quot;we miss youand quot; kind of note. I decided to get my next oil change there and I knew I needed a new cabin filter and thought the dealership would be a good place to get that. I dealt with a new person, who I really liked because he seemed to listen to me. I have felt pressured to do additional work in the past. This time when additional work was recommended, the explanation was better and I felt fine doing some things and waiting on others. I will probably give them another try.

We were very satisfied and had no further problems after this service. Tom Duprat was a very helpful service manager.

It went very smoothly. I asked the gentleman who was checking me in if they would wash my car. He told me they were having a special on detailing and that they could do it right away. It was done well at a very good price.

They have just been fine. It is not like any automotive they do. It is just an oil change. So, it is pretty straightforward. They are friendly, and they do a good job. Their price is the standard price. That is the same as everybody else. It is what they charge for oil changes.

I had no complaints on this particular visit. However, I had been taking my car O'Brien's for many years and found that the service department often recommended service that wasn't actually necessary at the time. I got tired of sorting out what was necessary and what was a problem that could wait to be fixed. I now take my car to an independent auto repair business that has no vested interest in selling me a new car. I find them to be frank with me about any repairs that are necessary and which problems need to be monitored for possible later repair.

Took my Toyota Rav4 V6 to the dealership for the 30,000 check. Ask them not to replace filters since they had replaced both at 15,000 and the interior filter (total cost to install and replace $40.) had been replaced by my son-in-law three months previously. I complained that it couldn't have needed replacement and was told that my next replacement for the same filter would include no charge for labor or part. I would have preferred a credit to my account or applied to my next oil change. On this checkup, i opted for the maintenance that was to cost me $215 plus tax. However, I was called and told my brake fluid was dirty and needed to be changed, so another $100 was added to my bill making the total $315 plus tax. This is the second time with major service that my estimate has changed drastically. My first major service was to be $325 plus tax and I paid $406. I don't know if the brake fluid was dirty or not! Toyota's basic estimates appear to be and quot;bait and switchand quot;. Give us your car and we'll find other things that MUST be done and our price will definitely be higher than our estimate. I had read many negative comments about the service department, but really tried to give them the benefit of doubt. I will no longer use them for service--have found a wonderful national garage chain for my vehicles future service. I see the Toyota department only for recalls. And in those cases, they will only do the recall work!

Great service as usual. I dropped the car off and they gave me a ride back to work. They called when the car was ready and came to pick me up. They are always professional and courteous. If they ever find a problem with the car, they call and let us know as well as provide an estimate to fix it but there is never pressure to get it done there right away.

I like their selection of used vehicles.

They fixed the wrong thing. I had to take it to someone else to fix it. They sold me a warranty that they said was the best in the biz. I had to fight with them on fixing the tire. They finally did fix the problem. They are all the same. Buyer beware.

.They are a very good outfit. This is the second car we have bought from them.

Took car in for problem with brake -- part had to be ordered so I took car home with me. Was told the part would be in Friday, but later was told by a different person that there was no way it would have come in by Friday. Frustrated, I called early Monday morning to see if part had come in. Took several phone calls before it was determined that it had; took it back to O'brien, after I had already reached my work parking garage.

When called later with a quote, was asked if I wanted to do a whole brake job in addition to the specific problem (broken/separated brake) and was quoted a price for the brake job, confirmed that it included labor, but then was charged an additional hour ($95.00) for labor on the brake job over and above the quoted price.

I took notes during the call (Note that I work in an office and deal with vendors frequently, so I take notes on just about all phone calls I make/receive) and had specifically asked if the brake job included labor and that I wouldn't be charged additional labor for that portion -- the other brake problem was charged for 3.5 hours of labor!

I balked at being charged the additional hour when I went in to pay, but was talked down to (by the person who had told me there wouldn't be additional labor over the phone!), who said that and quot;we have to charge for our mechanics' time!and quot;. I shut up and paid.

I bought my car from O'Brien 9 years ago and have always taken it in, even for oil changes, and had been very satisfied with service I'd received from O'Brien. But about a year ago, they stopped routinely running my car through their carwash after servicing/repairing it and stopped vaccuuming it out, which they had always done before. The whole service experience at O'Brien isn't what it used to be. Their location is now quite far from where I live (was less than 2 miles away from me when I bought my car and for several years of servicing it), but I had continued because their service was so excellent, including the attitude of and treatment of me by service personnel. I don't feel that way anymore.

I won't go back to O'Brien for service after this last experience.

It is a dealership and they have around six things there.

My car was due for an oil change and brake inspection so I called my service advisor, Pat Barnes, late morning and was able to get an appointment the same day. Pat is an awesome service advisor. I've called her for service appointments since I bought my car from O'Brien in 2003. She's very good about advising me when something needs to be done right away and when something can wait a bit longer. Because of her honesty and knowledge, I've used O'Brien exclusively for all my service needs.

It has always been superb. They really do work as a team and we don't always need appointments; we can just go in and have the work done. They use authentic parts because they are a dealer so we don't have to worry about that. They always know what they are doing. We've used them for 20 years and we've not had any problems. We will continue to use them.

Even though my car is out of warranty I take it to them because I know they will catch anything that could be wrong. I don't think one of the quick lube places would have caught the axle problem. I trust them and when they tell me something is wrong, I know it is wrong. When I bought the car, they let me do an overnight test drive. I liked it so I bought it. When they did the axle work I took it in on a Friday and had to have it back by Monday and they had it done. I will absolutely use them in the future.

Always bring my VW Tiguan to service here. VW service rep is very friendly and professional.