O'Brien Toyota

I usually wait a year before leaving a review on big purchases so I can see how everything holds up—and I’ve been keeping notes since day one.
Overall, I’d give O’Brien Toyota 3 stars. The car’s been decent, but some things they said were “good to go” or had been replaced/inspected definitely weren’t, which was frustrating.
The sales rep I dealt with seemed more interested in chatting with other reps and the front desk than actually helping me. Wasn’t very attentive, and the whole thing felt rushed—like they just wanted to get me in and out the door.
Not the worst experience, but definitely not what I was hoping for.

I’ve taken my car here 5 times now for regular scheduled maintenance. They always do a good job on my car; however, the customer service and timeliness has declined every time I visit. This past visit today, I got an attitude when asking if I could check out since my car had been done working on and sitting in the lot for 30+ minutes (I had been waiting almost 3 hours total). The response was that they’re understaffed. I work in healthcare so I understand being understaffed, but it’s no reason to have an attitude with a customer. Cherry on top, they gave me the WRONG CAR KEYS. I had to go back inside to let them know they gave me someone else’s keys. Obrien, please tell me why I shouldn’t go somewhere else! I want to be loyal, but this just isn’t okay.

Cannot be trusted to honor their word. Went in to buy a new Corolla Cross. We discussed everything and I was given a number I could afford. I asked, several times, to both the salesperson and the manager if the number they were giving me was the number that was going to be true when I came to pick up the vehicle and I was assured, several times, that it was. Took three weeks for the vehicle to come in. Their finance folks sent over paperwork to my bank for the SAME amount we discussed. I walked in on pickup day with a check in hand. Then they said it was going to be almost 4K more than what we discussed and wanted to know if I was putting the difference on a credit card lol. I walked with no car and returned the check to my bank.

Update 3.27.25 - FTC complaint has been filed.

OUT OF STATE BUYERS BEWARE!!! I live in Cincinnati and I have purchased vehicles at John Jones in Salem and Wetzel in Richmond. Also several in Ohio. Never have I experienced such unprofessional, disorganized, disrespectful and disengenuous treatment as I experienced at O'Brien Toyota. My nightmare began when I found a truck that met my needs on Cars.com. I called O'Brien Toyota and spoke with a salesman named Hal. They took all day Monday to determine my trade-in value. I have my own financing so there were many phone calls between the dealership and my bank. My banker was given conflicting information by finance persons Patrick and Kyle. They would not accept a letter of intent, but they would accept a check from the bank. My bank cut the check and I picked it up. Then they decided they would not accept a check. They finally insisted on a wire transfer. We agreed to that. They demanded $500 to "hold" the vehicle. I paid it. They undercut me on my trade-in, so I came out of pocket $2,000 to cover the payoff. On Monday night, I spoke with my salesman, Hal and we agreed to complete the deal Tuesday morning. The purchase order he provided for my bank included $229 doc fee and a $300 "government fee". Very dubious, but I planned to argue that at close. Hal transferred me to a finance person who tried to sell me extended warranties for upwards of $4,000. I declined as the new truck has only 5,000 miles. On Tuesday morning, I spoke with Patrick, the finance manager as my salesman, Hal was not available. Patrick told me the deal was ready as long as my trade-in was as I said and as my pictures show. So, I was on my way to Indianapolis to pick up my new truck. Upon arrival, I was told Hal was off, Patrick was not there, the GM was not there. The personnel that were there were confused and unfamiliar with my deal. There were no managers available. The new truck was not available for me to look at. "It was being washed"??? A salesman named Kendall tried to help me. He was told that I needed to provide a copy of my Social Security card and proof of residence. I was never told this beforehand. I was NEVER told that I would need an electric bill or some such to prove residency. I produced my Social Security card, my drivers license, my current Ohio vehicle registration and a copy of the original contract on my vehicle purchased at Wetzel in Richmond. All of which include my current address. I was told these documents were not acceptable. I was also told that I would not be allowed to take possession of the new truck until the wire transfer posted which can take up to a week????? At this point I realized I had been duped. For what reason? I don't know. Maybe they sold the truck to a "better buyer". One who didn't have their own financing and was maybe willing to buy their extended warranties? Even though I had paid $500 ernest money. Maybe there's some Identity theft happening? I have no idea. What I do know is that something is badly wrong here. Myself and my banker jumped through all of their hoops and went above and beyond to close this deal. Hal knew I was coming on Tuesday to close the deal. He neglected to tell me he was off on Tuesdays. Patrick knew I was coming. He was not on site. No managers were available to help close the deal. The GM was not on site. They drove my truck but would not show me the new truck. They demanded documents they didn't inform me were needed and told me I wouldn't be able to take possession of the new truck for days or up to week even with a wire transfer. To their credit, after I requested it, they refunded $500 ernest money. However, they cost me 2 days of my time, embarrassment over untold hours of my bankers time, $2,000 I wouldn't have otherwise spent, 300 additional miles on my vehicle that I'm looking to trade, gas and much undue stress and anxiety. Meanwhile, they have all of my personal information. As of this writing on Thursday morning, not one representative from O'Brien Toyota has reached out to me. BUYERS BEWARE!!!!

My family and I recently had the pleasure of working with Nick Mulinaro at O'Brien Toyota and I can confidently say that it was one of the best car-buying experiences I've had. From the moment we stepped onto the lot in May 2024, Nick greeted me and my family with a friendly, professional attitude that made me feel at ease. We were up front with Nick about not needing to purchase or order a vehicle until August 2024, with hopes of delivery being in February 2025. Despite that, he took the time to really understand what we were looking for, listening to preferences and guiding us toward options. No pressure, just genuine help every step of the way. He was knowledgeable and honest about the cars and the financing options, providing clear explanations without any pushy sales tactics. We settled on the Grand Highlander Hybrid. From May to August 2024, he kept in touch of updates on the Grand Highlander, and if the dealership received any, he would reach out to see if we wanted to look at it.

We ordered the Grand Highlander in August 2024 with a tentative delivery date late February 2025. Between August and the delivery date, Nick was available any time we had questions or just wanting an update on the build. He was just the best and never did we feel we were annoying him with so many questions and update requests.

What stood out most was his commitment to ensuring we were completely satisfied. When the vehicle arrived at the dealership, he called me right away, sent pictures, got it into Ziebart the same day, and was able to have them tint the front windows at the same time! The vehicle was completely ready when we arrived to do the financing. Nick did a walk through of the entire vehicle and explained all the bells and whistles. He has even followed up after the sale to check in and make sure everything was going smoothly.

If you’re in the market for a car, I highly recommend reaching out to Nick Mulinaro at O'Brien Toyota. He made the entire process smooth, enjoyable, and stress-free!

Mo and the other sales people are no BS for sure. Came in and said exactly what we were looking for and they did a wonderful job with listening to us, providing quick in-and-out service and weren’t pushy with add-ons or other tactics other places will run you through. Will return when the wife’s car needs replaced.

I was towed in today with a blown tire and the Parts and Service department got me back on the road again. Everyone was courteous and helpful! Very thankful for all their hard work!

I bought a 2014 Nissan pathfinder in Aug 2024 with a 30 day warrenty. I went to get my tire rotated and found out the tires on it are completely the wrong size. It's 225/60r/18 and they should be 235/65r/18.
Now I have to buy 4 brand new tires. I never even thought the dealetship would have put the wrong size tires on it when they told me they were putting new tires on it among other work they did since it was a trade in I was buying.
Please make sure to check your tire sizes when buying a vehicle. This is something I shouldnt have had to check, and now it's gonna cost me over $600 to replace the tires with the correct sizes.

Chris D opted not to leave a text review of O'Brien Toyota

I purchased a used Nissan Frontier after negotiating a fair price. When driving home I discovered the heat was working intermittently. I called the sales person the next day, and I was asked to bring the truck back so they could investigate the problem. They diagnosed air in the heater line. While draining the air from the line some of the coolant was lost, so they sent someone to get the specific Nissan product required. When the work was completed the heat was working perfectly. Everyone was very helpful and caring. O'Brien Toyota stood behind the vehicle it sold me. Great Service from all involved. Thank you!