Bryan Holmes | Page 3

Stephanie Pope and John Miller are honest and pleasant. We were so impressed with the way these two worked with us that we bought not just the one, but two cars on the same day. They were helpful, patient, We were so impressed with the way these two worked with us that we bought not just the one, but two cars on the same day. They were helpful, patient, and pleasant. They listened well, went the extra mile, and followed through on all of their agreements. We would be happy to work with them again. More

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great dealership and customer service!!! Have a such wonderful time purchasing a new RAV4 for my wife. Totally recommend this dealership and Ken Hendricks as for the person to talk to. Have a such wonderful time purchasing a new RAV4 for my wife. Totally recommend this dealership and Ken Hendricks as for the person to talk to. More

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With exception of working with Erik, my actual salesman (who I was very satisfied with and is almost the sole reason I purchased with Brent Brown after my experience), I was (and am still) an extremely dis (who I was very satisfied with and is almost the sole reason I purchased with Brent Brown after my experience), I was (and am still) an extremely dissatisfied customer. While I have included all of the Brent Brown employees who I worked with, I believe the two primary culprits of my concern are Dustin Lyons (sales team leader) and Bryan Holmes (used car manager). (Please note, I included the general and sales manager because I believe the GM and SM are highly accountable for all employee tactics, however, I did not personally interact with either one of them to my knowledge.) That said, Dustin Lyons--in what appeared as an attempt to convince me to purchase before leaving the store on Friday night August 2nd--engaged in explicit deceptive based sales tactics that were either based on his own judgements or recommendations from Bryan Holmes or another member of Brent Brown management. Specifically, Dustin provided me an NADA statement of my 2008 duramax's value that was more than $5,000 below what edmunds.com had stated for my truck as a trade in and also significantly below what I found when entering my trade-in vehicle's information on nada.com that I accessed via my personal internet. When I informed Dustin that I was not willing to accept this price based on his information conflicting with my personal research, Dustin explicitly stated that my truck was worth even less to them because it had aftermarket parts (e.g., exhaust system, black max chip, etc.). Although Dustin continued to try to convince me to settle for less for my vehicle with my 4 yr. old and 1 yr. old crying to go to bed, I finally had to conclude by telling Dustin and my salesman that I was definitely interested but would have to think about it and would not take any cars that night, unless they gave me one for free:). Saturday, August 3rd and as I had informed Erik and Dustin the night before, I sent a message to Erik with the terms I was willing to trade my truck on and purchase their XLE toyota sienna on. Per Dustin's complaints regarding my aftermarket enhancements, I explicitly stated that I would accept a certain price for my truck based on the contingencies of them relinquishing all of the aftermarket parts back to me--which Dustin had informed me that Bryan had stated devalued my truck and made them not want to give me any more money for it. I also included some stipulations on the purchase price of their vehicle.--To my surprise Erik contacted me after he arrived to work and informed me that they had agreed to the terms. Long story short, after signing everything and just before leaving I brought up the fact with Brian Boyd (finance person) that we needed to have these items mentioned somewhere in writing. Since Brian was unaware of these issues, he brought in my salesperson Erik and Bryan Holmes, the used car manager. Ironically, from the moment I arrived Dustin Lyons distanced himself from me and claimed to no longer be associated with the deal. Bryan Holmes immediately disclosed to me that he was not making anything off of my trade-in and he could only sell my vehicle on the contingency that all of the aftermarket parts were in tact with my truck. Of course, I would have never accepted the $28k (vs. $30k) they offered me for my truck had Dustin Lyons not told me that the truck had less value to them and who they would sell it to with my aftermarket parts--which exceeded a $4000 initial investment. So at this point, Bryan Holmes told me there was nothing he could do and then they proceeded to try and imply that this predicament was on me and I should accept their terms. In the end they gave me an extra $200, which I told them that I was not going to walk away at that point, but I was definitely not happy. As this response is already lengthy I have omitted some of the lesser issues which have also impacted my rating including, but not limited to: failing to enter the price of their vehicle they had agreed to until I noticed this in the finance office, charging more for accessories than Toyota recommended for its MSRP and that their parts department also quoted to me later on the phone, and I believe exploiting a well-intentioned, albeit naive to the car sales industry, new salesman--Erik. Therefore, based on my experience I believe several aspects of the Brent Brown sales team and approach to be quite deceptive and to rely on the idea that many customers are likely naive, perhaps especially in the Orem and BYU area of Utah Valley. I advise any future or impending customers to do their due diligence and maybe consider another toyota dealer or purchasing online. At minimum, avoid Dustin Lyons and Bryan Holmes, or trusting what they promise. On the other hand, Erik was an excellent and honest salesman, and I would highly recommend working with him regardless! Also, it is too bad Brent Brown did not represent itself or Toyota better, as I enjoy the vehicle (minus the headaches of getting it and money discrepancies). More

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