O’Neills Tools Inc

Wish I didn’t have to give ANY stars. I needed a tool repaired and I was told $ 60 for diagnosis and $ 30 to repair. I agreed to pay the $ 60 for the diagnosis and he told me what the problem was. I realized I could fix it myself. I thanked him for his diagnosis and said that I could probably fix it myself. He then told me that he would return my tool to me in pieces if that was my plan. Since I brought the tool into the shop in 1 piece that surprised me. I was uncomfortable dealing with him as he was getting quite angry. Plus $ 30 was not worth my time in court.
So, fellow Unilocalers, stay away!!!

As a small business owner myself, I understand how difficult it is to be David against the several big box Gollaths and is why I try to support local businesses. Supporting the local small business helps keep revenue flowing through our local economy and you can generally expect superior customer service from your local business.
My experience at O’Neills is a Dr Jeckle/​Mr Hyde situation. They are comfortable selling you tools and accessories and tout their in house warranty service for major tool manufacturers. Unfortunately, the service side is where the problems begin.
O’Neills is stuck in the stone age for providing quality customer experience when it comes to warranty service. The tool manufacturers they service provide online & phone warranty verification to their service centers when something is brought in, however O’Neills won’t use it to check in tools. They require the customer to provide certificates for warranties.
Here is my experience:
I purchased several tools and accessories here for home and business and always received quality sales expertise that never steered me awry.
About 4 years ago I brought in my Ridgid drill kit that was under Lifetime Warranty. The first attempt to have my kit serviced was rejected because I didn’t have a certificate on hand. I had to call Ridgid to get a certificate emailed to me because O’Neills wouldn’t service it otherwise. When I received the drill kit back I was told that the batteries were overcharged. They fixed it and suggested I remove the batteries from the charger once they completed charging to prevent overcharging. I wasn’t informed that the batteries were replaced and wouldn’t match my warranty certificate serial numbers.
Forward to today… I bring in my drill again, with my certificate in hand. I am told that none of my serial numbers match. Hmm… this is the only place I brought it in for service and I have no other drill. So I ask if the work order is available for the previous repair to see if the parts were replaced. They claimed no information is available in their system other than the date. I was told that they «never» mix up customer parts, and they suggested it might have happened on my end — perhaps a repair person came into my house and switched my tools with theirs or some other incident on my end. Obviously, had they maintained records, checked Ridgid’s system or called Ridgid, it would have cleared this up on the spot and avoided an awkward situation.
I left and called Ridgid right away. They told me I was supposed to re-​register my replacement parts within 90 days when I received the drill back from O’Neills, but apparently this is a policy effective 2012, not when I brought it in for service originally. Since O’Neills didn’t have anything other than the repair date and re-​registration wasn’t required before 2012, it was easy for them to simply refuse service on the parts they replaced. Again, all of this could have been handled by O’Neills if they checked online or called Ridgid while I was there.
Fortunately, Ridgid knows what good customer service is and registered my replacement batteries for me. They also informed me that my drill is the ORIGINAL drill I purchased and that O’Neills could have verified this with them online or by calling them. This makes me want to not only own, but recommend Ridgid tools.
Ridgid suggested I take it to Home Depot for future service, which is what I will do. They said Home Depot will look up the registration info online (I don’t need a print out of a certificate) when I bring in my kit. Home Depot will test it on the spot and order new batteries if they need replaced.
I really hate the idea of not supporting a local business… but this store doesn’t support their customers. Honestly, it is mind boggling that Ridgid and Home Depot will provide better service than a small local shop. I hope this place will reconsider how they handle their service department and start being more pro-​active with their customers to verify warranty info. My concept of owning a business is to retain and gain good customers, not reject them because it takes a few minutes to verify a warranty to have an item serviced.

O’Neil’s is our neighbor, has been for years. We have many many technicians and tools are constantly in need of replacements or gloves or any little nick-​nack, and whenever we need anything we just shoot next door and pick up what we need.
O’Neil’s has everything we could ever need, and the staff is knowledgeable and helpful without being too «salesy.» They have more than enough in stock and are definitely one our favorite local businesses. As neighbors they’re cordial, and not even Freddy’s can beat their prices.
If you are in the neighborhood and need some tools, stop by O’Neil’s you’ll be happily surprised.