Jorge Arzate at Brown's Toyota of Glen Burnie

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Jorge Arzate

My Review of Brown's Toyota of Glen Burnie:
Jorge Arzate is the best salesman we have ever worked with. I've never met a sales person that was so passionate about the product he sells. This is the second car we have purchased from him because of his product knowledge. I think sales people should be given more authority to make deals as it is so degrading to them and a waste of the consumers time to have to constantly wait while they go get management approval on the trade-in value or sales price. It should not take over 2 hours to negotiate a sale and then another 2 hours to do all the paper work. I rated PRICE at a 4 as I still feel we were not given the best price for our trade in. I know you need to make money on resale but it is insulting on what is offered on trade-in. Especially for a repeat customer who also promises to trade in their vehicle every 50,000 miles with you.

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Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Jorge Arzate, Mathews Thomas

My Review of Brown's Toyota of Glen Burnie:
Jorge Arzate was very professional and thoroughly knowledgable about the Toyota Tacoma. He is an an excellent representative of Brown's dealership. After arriving for a second time to look at a Tacoma truck, Jorge was busy with another customer. He was apologetic and knowing that he would be tied up for a considerable time, he introduced me to Mathews Thomas. Mathews was also quite professional and knowledgeable. He assisted me by answering questions and taking the truck for a test drive. The transition back and forth between Jorge and Mathews was seamless; it was clear that they work well as a team - an indication to me of a well run place.

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Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Jorge Arzate, Sean Owens

My Review of Brown's Toyota of Glen Burnie:
To everyone at Brown’s Toyota Glen Burnie:

I would like to take a few moments of your time to tell you about my experience purchasing my new 2011 Toyota Corolla S. I made this purchase on Tuesday October 18, 2011. My sales associate was Jorge Arzate. I was in the market for Hyundai Elantra and Toyota Corolla S. After a test drive at a Hyundai dealer, my sister, Cher insisted that I see Jorge at Brown’s and if I chose the Toyota, to please give Jorge an opportunity to match the CarMax price. I purchased my previous Toyota Corolla S 2003 from CarMax, I just assume go there again. My sister had informed me that both my parents and her had purchased their Toyota’s from Jorge and could not have been more pleased with the service they had received, so I agreed.

I was greeted by Jorge, and we discussed the different car models/ manufacturer’s I was interested in. This is where, when and why I am writing this letter to all of you. I have never met a more knowledgeable, polite and genuine sales person in my entire years of making purchases and personally working in sales myself. Jorge actually spent a considerable amount of time comparing/ contrasting the differences in the two cars I was interested. Please note that my background is in design and my degree is in computer science. I spent a great deal of time researching and actually memorizing all of the technical details that Jorge and I discussed. In situations like these, I will only ask questions that I already know the answers, and Jorge was completely accurate with all technical data. He never attempted to make the other manufacturer look bad, simply stated the facts and differences. He was truly knowledgeable about Toyota and other brands as well. That was very important to someone like me.

Jorge and I went on a test drive of the Corolla S. Prior to actually driving, Jorge assumed nothing and very carefully and well planned, did a demo of the car, inside and out. Pointing out the common items such as how to adjust the seats, etc as well less common things during a test drive such as the ABS brakes and how they will feel different than my previous Corolla. Jorge did not continue to over sell the car during the test drive or continue to qualify me etc, instead, let me pay complete attention to the road. Only at stop lights or when I would ask a question, he would give brief answers.

Test Drive complete. I had noticed the car I drove had a sun roof. I absolutely want no part of them. They are great in someone else’s car, but I have always had a bad feeling about owning a vehicle with one. Just about any sales person, including who most would consider good salesmanship, would do just about anything they can to push the car with the sun roof. (Brown’s did not have any without in stock). Jorge simply offered to show me Corolla S models in stock in different color. I didn’t see any other color I wanted, he smiled and said “no problem” I will do whatever it takes to find one from another dealer and will do a dealer exchange for the one you want. (Jorge found one the very next business day).

At the completion of the sale, I informed Jorge I was originally going to purchase again from CarMax, but I was so impressed thus far with Jorge, I would like to see him get the business. Jorge spoke with the sales management and they agreed to match the CarMax Price. While waiting to meet with Sean in Finance. Jorge shocked me even more. Instead of leaving me alone to wait for Finance and move on to the next appointment, eat lunch or whatever, he decided to spend a little time and review the owner’s manual, discussing the various warning lights, scheduled maintenance, complementary services and how to properly “break in” the engine. If it has not been obvious by now, let me state just how absolutely impressed I am with Jorge Arzate, he is a true sales professional.

Same impressions are in mind for Sean in Finance. I am sorry, I cannot remember Sean’s last name, but that is the only thing I will ever forget about Sean. Sean is a very knowledgeable and professional part of your team. Sean took the time to explain in detail every document I signed as well as detailing all of the aftermarket warranties available. In addition, Sean calculated the numbers in numerous ways (Different down payment/ interest models) so that I could make the most educated decision on what was best for me financially. I could not have been more impressed with Sean.

I have also spoken to Jessie in Parts for some questions about aftermarket add on items such as body side panels. (Jorge offered all these products at the time of sale, but I was not interested at that time). Jessie was also very knowledgeable and informed me that if I chose to have the side panels, to please allow Brown’s to install as they have the factory templates to ensure they are placed exactly where they should be on the doors. Very impressive that he thought to mention that. Yesterday I received a call from Service. Sarah called to congratulate me on my new purchase and to remind me of the two year complementary scheduled maintenance service. The day I took delivery of my car, I spoke to a gentleman on the used car lot cleaning cars and he gave me advice on keeping my car detailed. I feel terrible I cannot remember his name. We spoke for some time of tire shine products and he warned me they can stain your driveway etc.

At this point all I can say is WOW!!! If Brown’s is not the number one Toyota dealer in Maryland, I would certainly like to know why? In 1993, I purchased My Hyundai Scoupe from Brown’s Hyundai, and I was equally impressed then. If I had thought for one moment Brown’s would have matched the CarMax price in 2003, I would have purchased that car from Brown’s too.

I am sorry this was so long, but I have NOT stopped telling people about my experience with Brown’s. I hope that everyone at Brown’s has the opportunity to read this. I really cannot express how much I am impressed with Jorge in Sales, Sean in F & I, Jessie in Parts, Sarah in Service and the gentleman cleaning the cars on the used lot (Sorry I forgot your name). I sincerely hope Brown’s is aware of just much your team and your dealership stand out above and beyond the rest. I really want to say that you all left me speechless, but this letter would contradict that statement. I hope the upper management and owner of Brown’s receives a copy of this, because I never waste my time writing complaints and I am shocked in myself that I took the time to write all of this, but this experience has really been unbelievable. Brown’s has me a customer for life and continued free advertising.
Thank you for your time, and again, sorry this was so long.

Sincerely,

Robert J. Pittman

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Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Jorge Arzate

My Review of Brown's Toyota of Glen Burnie:
Jorge was very knowledgeable about the Prius. He gave clear instruction on how to operate the vehicle. His enthusiasm was infectious and he went out of his way to make the buying experience as easy as possible.

I really liked that the dealership posted its pricing on the internet so I knew exactly what to expect within all the haggling that usually goes on.

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Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Jorge Arzate, LaMont Matthews, Sean Owens, Mathews Thomas

My Review of Brown's Toyota of Glen Burnie:
Totally professional, courteous, friendly, knowledgeable, and helpful sales and finance personnel. Trade in value offered was well below market (Kelly Bluebook). Jorge was especially responsive and proactive in providing vehicle, sales, and warranty information.

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Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Jorge Arzate

My Review of Brown's Toyota of Glen Burnie:
Jorge Arzate was a pleasure to work with from start to finish. He was friendly, knowledgeable, and very accommodating in answering all my questions and making sure that I got the right vehicle for my needs and driving habits/preferences. He kept all of his promises. My new vehicle arrived in the exact middle of the timeframe Jorge had promised. When my new RAV4 arrived, the price was exactly as agreed upon when I ordered it. My new vehicle had everything I had ordered (and nothing I had not) and was beautifully prepped and ready to go when I arrived to pick it up, and Jorge spent a good bit of time making sure that I understood and knew how to operate all the various controls, safety features, gadgets, and gizmos before I drove away (including helping me pair my iPhone with my new vehicle's Blu Logic handsfree Bluetooth equipment. I felt that I got a good price on my new RAV4 (Does anyone ever think they got a "great" price?), and Jorge worked with me to get what I considered a fair price for my trade-in vehicle.

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