Brown's Toyota of Glen Burnie

To everyone at Brown’s Toyota Glen Burnie: I would 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 T 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 More

Found exactly 1 CPO Sequoia within 200 miles from our house at Brown's Toyota. Was advertised for a price well below KBB, so I called Brown's and talked to Clever Bautista. He answered some basic quest house at Brown's Toyota. Was advertised for a price well below KBB, so I called Brown's and talked to Clever Bautista. He answered some basic questions about the truck and assured me that there weren't any surprises. He also offered to hold the vehicle while we were in transit (4.5h) so we wouldn't waste our time. We made the trip the next day, and had a really good experience. The truck was as promised and a good value, and Clever was very helpful. Two minor things weren't totally positive: they weren't very willing to negotiate on the advertised price (granted it was below KBB), and it seemed like it took us a really long time to go from saying "yes" to driving away. Some of that was probably us being chatty - everyone was very friendly, especially Mark Nicholson. All in all a good experience! More

I am very pleased with my new car and the deal I was given. The customer service was excellent. Bill Dolch was my sales representative. He was extremely helpful, informative, patient, friendly and atten given. The customer service was excellent. Bill Dolch was my sales representative. He was extremely helpful, informative, patient, friendly and attentive to my concerns and questions. I was very impressed with his honestly and sincerity. In addition, Ed Pearson, the finance manager, was very helpful, patient, honest, and made the final stage of purchasing the car less stressful. Overall, I would rate my experience exceptional and would highly recommend Brown’s Toyota and Bill Dolch to anyone looking for a dependable car. More

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 p 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. More

I am happy with the deal I got. The customer service was good. Unlike most dealerships I have been to, I did not feel pressured here. That made the overall experience much better. I would definetely recomme good. Unlike most dealerships I have been to, I did not feel pressured here. That made the overall experience much better. I would definetely recommend this dealer as well as the sales rep I worked with, Bill Dolch. The finance rep (Shawn) was awesome. I beleive everything was handled well. After I left I forgot my wallet, phone and keys. Dustin (the sales rep) found them and kept them in a safe place nitl I returned to pick them up. I felt like that was a sign of honesty and integrity. More

I was looking to purchase a used vehicle on their lot. The price marked on their car was $11,999. I was told by Steve that they have a great internet special for the vehicle at the price of $11,200. It wa The price marked on their car was $11,999. I was told by Steve that they have a great internet special for the vehicle at the price of $11,200. It was late in the day and the dealership was closing. I was told I would hear from him the next day. In the meantime I was searching on line and found the same model car 2 years newer with less owners and less miles for $600 cheaper. I then did the Kelly Blue Book value for the car and found that it was almost $1,000 cheaper then what Steve had told me. I then got suspicious so I went to their website to look at the "special" he told me about. The car was actually priced on their website at $10,982 not $11,200. Steve seemed very nice but just the fact that he completely lied to my face about what the car was worth and how much they actually wanted for it. I am hoping that he somehow made a mistake and "forgot" what the actually price was but, I doubt it. I am very disappointed becuase I thought I was getting a good deal. Thank God for the internet and I will not be purchasing the vehicle....if I was approved anyway :) More

I had visited many dealers over the past 30 days. I did not have any luck in an attempt to purchase a new Toyota Tundra truck. My decision was being based off selling my 11 year old Tundra. When I did, I not have any luck in an attempt to purchase a new Toyota Tundra truck. My decision was being based off selling my 11 year old Tundra. When I did, I saw a Tundra that interested me at Brown's. I had an extremely positive experience with 4 employees at Brown's. LaMont and Dustin were very helpful in getting me the truck I wanted. Glenn was great in explaining everything about the truck to me. Mark handled the finance and allowed me to check the numbers twice while making me laugh the entire time. Financing can be an extremely nervous part of buying a vehicle. I have excellent credit rating and Mark quoted me a very good interest rate. It all worked out great...I couldn't be any happier! I have a buddy who is looking for a Tundra in the next couple of months....I will do everything I can to bring him over from the eastern shore to Brown's. I could not have asked for a better situation while deciding on buying my new Tundra. Thank you and please thank the great guys that helped me, Martin T. McGinty More

Last friday I took my 21 year old into Brown's to look for a used car and we were greeted by Jeff Brewster who was very friendly and very helpful. He really listened to what we wanted and did everything h for a used car and we were greeted by Jeff Brewster who was very friendly and very helpful. He really listened to what we wanted and did everything he could to help us out. This was my daughter's first time buying a car from a dealer and it was a good experience for a very nervous 21 year old. She bought a 2008 Toyota Yaris and her cars name is Ruby! I was very pleased with everyone and my daughter left very happy! Thanks Jeff!!!!!! Lisa Bates & Rochelle Ramsay More

I bought a 2011 Tacoma on a Saturday and purchased the Blue Logic. The dealer ordered the Blue Logic and I took the truck in the following Friday to have it installed. Not only did the technician gouge an Blue Logic. The dealer ordered the Blue Logic and I took the truck in the following Friday to have it installed. Not only did the technician gouge and scratch up my dash, he installed the Blue Logic wrong, down to placing the microphone upside down and leaving large gaps in the dash panels. The dealer said they would correct the problem and bring the truck back to the new condition....they lied. They did replace some of the dash panels, but they left the large gaps in the panels and I now have glue all over the dash around the microphone. They did not even address some of the problems I pointed out when I dropped the truck off and they even brought the truck out to me with dash parts missing. I have never been treated as poorly as I was by the Service Department at this dealership. When I pointed out the issues with the dash in my brand new truck, I was informed by the head technician that it is just to bad for me as that is just how it is. I tried working with one of the Sales Managers who swore the problem would not be left alone and my truck like this...that was a week ago and I have heard nothing. I am waiting on Toyota to send me Arbitration Papers now and I am attemting to make the dealer buy the truck back. All of this over a stupid Blue Logic installation that should have been easy for a "certified" toyota technician. I know the Arbitrator's will not make the dealership take the truck back, but I will not stop fighting with this dealer until they admit they made a mistake and force their Service Department to take ownership of their mistakes. Update: I was finally able to get the vehicle repaired at the dealership, but it took me getting the President of the dealership involved. Once he became involved, the Service Department was more than willing to do the work correctly and provided me a rental vehicle while they did the repairs. While I should not have had to escalate the issue to that point, the President of the Dealership did an outstanding job getting to the heart of the issue and getting it resolved. More

My overall experience with Greg and Brown's Toyota was very positive. My only complaint is no one offer to clean my car. I expected to have it detailed as if I was buying new. very positive. My only complaint is no one offer to clean my car. I expected to have it detailed as if I was buying new. More