O'Neil Nissan

Customer is always wrong when it's negative, right? I’m not one who typically leaves reviews - positive or negative - but the experience I had with O’Neil Nissan (Warminster, PA) is one for the books. G I’m not one who typically leaves reviews - positive or negative - but the experience I had with O’Neil Nissan (Warminster, PA) is one for the books. Grab a snack – it’s a long but good one! I went to O’Neil Nissan at the end of April 2019 for a Jeep Wrangler I saw advertised online. I messaged them online and was told to come in and ask for the Used Car Manager. I met with him early in the morning on April 27th and they introduced me to the Commercial Truck Manager who assisted me further. A few hours later, I left with the vehicle. Not even a week into owning the car, the problems started. The ABS light, Electronic Stability Control light and Hill Descent Control light were coming on, which was causing a lot of problems with my Jeep. I contacted the Commercial Truck Manager, dropped it off and was given a loaner. They told me they couldn’t find anything wrong with it and gave it back. Within a few days, the problems persisted. I went back to O’Neil Nissan where they gave me another loaner while they took the Jeep to Chapman in Horsham where it sat for a week and was returned. Once again, after a few days, the lights were back on. I returned it once more, was given a loaner and this time, it was taken to Fred Beans in Doylestown where they discovered a problem with the front passenger brake sensor as well as broken wires. $639.41 later, the Jeep was back to me and I was promised there would be no more issues. I missed work and had to borrow cars from other people just so I could go about my daily life. Since May when I received it back, I’ve taken it to Christian Brothers in Montgomeryville 4 times with the same issue. I refused to take it back to O’Neil because they don’t work on it at their facility and always took it elsewhere because they don’t “have the right tools”. I’ve had sensors replaced, my ABS system has been checked and I’ve replaced around $1000 in problems and labor. I took it to Christian Brothers one last time on 11/8 because it nearly died on me the night before. The acceleration on the vehicle was an issue which caused the car to jump and my dashboard to become filled with lights. They ultimately concluded that it was either my entire ABS system or a problem with my transmission. I was also given an email by the General Manager to forward the invoices to my warranty company – that was a joke. I contacted the Commercial Truck Manager via email on 9/3/2019 with questions regarding my warranty and expressed my concerns with the fact that it has been back and forth with the same problems for the last 6-7 months. He told me I had the basic warranty and wished me luck on finding out what was wrong. I sent an email to the entire management team on 11/7 at O’Neil outlining many of the things above. I didn’t hear anything back, so I sent a follow up email the next morning which was when I received replies. The General Manager told me it was because the wording was greyed out and he couldn’t read it, but others said it went to their spam folder. Funny because I sent the same email to the CEO of Chrysler and he replied to me with no problems. I went in on 11/9/2019 to trade out this Jeep for another one with the GM. I test drove the car with my husband and of course, there were issues. The security alarm light was on the entire time we drove it, the brakes were squeaking terribly and the gas cap didn’t close and was rotted. We brought this to the GM’s attention and, when I left the room, he said to my husband something along the lines of “will you ever be satisfied”. My husband lost it and left shortly after. Very professional. They told me they’d look at the vehicle prior to me leaving so I sat around for about an hour and a half. Once I received the keys I asked if they looked at it and the Commercial Truck Manager told me service was extremely busy (which it was but I’ll save my thoughts on that) and that they can’t look at it today but to call and schedule an appointment to drop it off or he can come and pick it up for me. Also, that their “technician drove the car and said the brakes are fine”. Okay – great. I left the lot knowing I’d be back. I contacted the General Manager on 11/14/2019 and told him I would be in on Black Friday to drop off the vehicle. When I walked in at around 9:30am, he seemed surprised to see me and admitted he “forgot” I was coming. I sat around for 45 minutes until a loaner contract was written up. I left the Jeep there and have had a loaner since 11/29/2019. I received the car with 24 miles left in gas until empty (I took a photo in case anyone raised questions), but I didn’t say anything because I’m sure they would come back and tell me that they aren’t warranted to give me a loaner with a full tank of gas. It sat on their lot from 11/29 to 12/3 when the Service Advisor called questioning exactly what it was that I had concerns with. I explained that the security light is illuminated above my temperature gauge when I’m driving. He went on to tell me that a girl that works there has a newer Jeep and she’s never seen that light before. Confused, I told him well that’s why I’m bringing it back to you. He said he would continue to have it looked at and would call me with updates. The next day, 12/4, I called around 1pm and they told me they took it to Chapman in Horsham, the same place they took my first one that sat there for a week the first time and was returned to my untouched. I called Chapman and they told me they had it there, but they wouldn’t be able to look at it until the week of 12/9 because O’Neil didn’t call prior to dropping it off and basically brought it to them and said good luck. On 12/9 my husband called Chapman in Horsham and they said it still hasn’t been looked at. My car has now been in limbo from 11/29 to 12/9. I called and left a voice mail for the Service Advisor who is taking care of my Jeep but never received a call back. I called the General Manager at O’Neil and left a voicemail asking him why the car has been sitting around from 11/29 to 12/4 at O’Neil Nissan basically untouched and now at Chapman from 12/4 to 12/9 untouched. He called me back and said, “Hey Kim, what’s going on?” which 1. Was extremely unprofessional and 2. You know exactly what’s going on. He said he doesn’t know why they took it to Chapman, but he would call me back. A few minutes later, he called me and told me he spoke with the Service Manager and they were getting it from Chapman and taking it to Fred Beans. It is 12/10 and I’m still unsure of where my car is. I called Fred Beans on and they said they didn’t receive a drop off from O’Neil Nissan. I’ve been in contact with Steve from Chrysler Headquarters who is aware of this whole situation and he is just as lost as I am. I called on 12/11 and left the Executive Manager a voice mail, because the GM is off today, expressing my concerns and the fact that nothing has been done to my Jeep. Received a phone call from the service advisor at 10am on 12/11 telling me that they received the Jeep back from Chapman and surprise, they didn’t find anything wrong with it. It sat at Chapman from 12/4 until 12/10 and was confirmed that it was untouched. How could they possibly try and diagnose the problem in a day? I told him I spoke with Drew and he said it was going to be taken to Fred Beans in Doylestown, but he told me that information wasn’t relayed to him. I started crying and I told him this is ridiculous and the fact that he is calling me right now with this is beyond me. I told him not to call me back until they fix my car. He hung up on me. My husband has been in touch with the General Manager for most of the day (12/11). He claims that they were able to pick the Jeep up from Chapman in Horsham and take it to Fred Beans but the phone call I received from the Service Advisor was completely different. They didn’t get their stories aligned. It is currently at Fred Beans waiting to be serviced. We were told by the Executive Manager in an email today that my Jeep won’t be LOOKED AT until Monday, 12/16 and she wouldn’t mind setting up a complimentary Rogue for me to drive. Apparently, she doesn’t know what’s going on because I’ve been driving their complimentary vehicle since Black Friday. I received an email around 2:30pm on 12/16 from the Executive Manager stating that Fred Beans was able to look at it and everything is basically done and good to go. My question would be why did it take seventeen days for my Jeep to be looked at and it was fixed in one day when Fred Beans had it? That’s my issue. Seventeen days I’ve been getting the run around and finally, it’s good as new on the first day Fred Beans looked at it. Amazing. I picked the Jeep up and to much of my surprise, the security light was still on. On 12/18, it was dropped off again at Fred Beans in Doylestown. Rich, my service advisor there, stated on 12/26 that they replaced it with two security modules and my car was not responding. I emailed O’Neil Nissan and asked them to get me out of this vehicle so I can go elsewhere. On 12/26 my husband spoke with Bill O’Neil and he told us that he was willing to give us back the $2500 initial deposit that we made on the first Jeep along with the first payment that I made on the second Jeep because I was driving their loaner for a month – Black Friday until 12/27. He claimed he knew the entire situation and even cut my husband off when he began talking to ensure him, he knew what was going on. When I spoke with the Executive Manager, she had a different tune and told us she doesn’t owe us anything because we had inequity on the first car. I understood and really wasn’t expecting the $2500 back but I wish Bill wouldn’t have agreed to that in the first place. I dropped the loaner off, picked up my check for the first month’s car payment and left. I wish the General Manager would have offered us some of the Chinese food him and the rest of the employees were eating in his office which is right in the main lobby but from all the accommodations, I didn’t want to press my luck. I purchased a new vehicle within an hour and a half at a completely different location and have been extremely happy ever since. They detailed my vehicle while I was signing the paperwork (take notes, O’Neil), filled it up with gas and made sure to go over the mechanical workings with me. They also assured me that since I was only given one key for the car that they would have their “key guy” come to my place of employment and issue a new one. This was eight months of absolute insanity that I won’t ever get back. But of course, they did everything they could and accommodated us to the fullest, but not without the snarky remarks and eye rolls along the way. The General Manager at O’Neil Nissan shut us out after we brought back the second Jeep but to me, is now making it seem like the trouble that we’ve experienced is our fault and we should worship the ground he walks on for the “accommodations” he did for us. Driving a loaner car for a month is ridiculous and absurd. The fact that that even happened, and they were okay with it should say something. We celebrated being done with O’Neil. They were “willing” to help me but on their terms. I’ve never experienced this level of customer service in my life and I’ve been in the industry for over 15 years. I’ve been through the ringer with O’Neil and I feel like I’m “inconveniencing” them because I kept calling them asking about the status of my Jeep. I’m extremely irritated and annoyed – I will never EVER recommend this dealership to anyone. I hope their future non-Nissan vehicles don’t get serviced at their location like the General Manager stated about my Jeep – the service techs are straight out of high school and have absolutely no idea how to work on an American car. They must really be desperate because there are help wanted signs for a tech all over their establishment. My husband and I have lots of emails so if there was ever any question as to if this really happened, it absolutely 100% did. But all of this is our fault – we aren’t appreciative of their accommodations. There has been zero authentic remorse from O’Neil Nissan and of course, we are made to look like the bad guys. That should have NEVER happened let alone TWO TIMES. Absolutely ridiculous. Glad to have given my business elsewhere. Good riddance. More