Orem Toyota

Bad processes all around - not coming back anymore We've been using Brent Brown since 2015 for all of our oil changes and regular service. We buy the packages you offer, and they're a decent enough dea We've been using Brent Brown since 2015 for all of our oil changes and regular service. We buy the packages you offer, and they're a decent enough deal that when we moved to Eagle Mountain last year we kept using them. No more. I had a terrible experience a few weeks ago myself but then my wife comes home from her appointment and was so mad that I just don't think we'll be coming back. Let's talk about your intake process. We are busy people. Everyone is, we're not special. I don't want to pull up to a dealership and park in a line to sit for 20 minutes while I wait for someone to come ask me my name and if I have an appointment, and then wait another 10 minutes for a guy to ask how many miles are on my car and my phone number. You have all of our information. You know everything about both of our cars, you have our phone numbers, all of it. When I have an appointment at 11:00 am I should be able to drive up and hand my keys to someone (possibly with a prefilled out card like the night drop?) and then be done with it. I bring my laptop, and I have work to do. That same 30 minutes I sat in the car xxxxxxx around isn't going to get me out of the dealership any quicker but it IS going to let me get 30 more minutes of work done on my computer, where as instead I wasted time. For no reason. For a guy to ask me info he knew because I had an appointment (my phone number) and mileage (get it yourself dude...). Think of it this way, I work as salary but if I was still an independent contractor you would've just xxxxed me out of enough money to make coming to your dealership no longer worth it, even if I pay way more for my service. My time is more valuable. Now let's talk about the give-me-back-my-car-and-not-be-a-xxxxx-about-it process (Lookin' at you Megan). Remember that phone number you asked me for because you didn't have it in the above paragraph? Fast forward to my wife's visit. Not only should you have her number too, but you ask for it anyways (she's annoyed much quicker because I've already shared my experience with her about how stupid the intake process is recently) so she gives it to you and then (Megan) specifically says "I'll be waiting right here in the lobby, just use the intercom first". You never used the intercom Megan, instead you called my phone. Why would you call me? I was at home. I can't help much from there. How did you even have my number if you guys have to ask for it every xxxx time? So I text my wife and tell her "car's ready" and she rolls up the service desk to grab her keys. My wife picked her keys up off the counter and you snatched them out of her hands. Yikes, what if you had scratched her or something? Don't do that xxxx. Then, you held them hostage until you read your xxxxxxx little paper about what you did, each step, all 3-4 whatever things you did. The things we know you did because we're the xxxxing people who asked you to do it Megan. Just give us the paper to read and sign and get out of the way. Then after being rude about that whole thing, you tell her to go get her car in a slot that doesn't even have her car. She came back to ask you where it was and you didn't even know where her car was parked and told her to wander around the parking lot hitting her panic button. Are you kidding me? Why don't you know where our car is? Why is your system this terrible from start to finish? When we started coming here there was a guy named John in the service department that I used to park my car near the service area, and I walked in and handed him my keys and then that was it. That was the intake process. I called him, he knew that it was 10:00 am on Monday and I was coming! He knew my car, he didn't bother me, he just did an oil change and gave me my car back. This is all I want, it's all my wife wants. Between xxxxxxxx annoyances and rude service girls that couldn't possibly give a xxxx any less, I think we will be ending our relationship with Brent Brown. Our last 3 cars have been Corollas and you've serviced all of them. More

Good experience good sales men and loan officers Good people hope when we have warranty issues or service we get the same treatment seems to me that when you by all the extra warranty stuff there i Good people hope when we have warranty issues or service we get the same treatment seems to me that when you by all the extra warranty stuff there is always an excuse to get extra money hope all goes well with this dealership More

Great Experience I was very impressed with the sales team and especially with Dallas. He did not pressure me at all into making a decision, was able to help find terms I was very impressed with the sales team and especially with Dallas. He did not pressure me at all into making a decision, was able to help find terms that fit me, and when I had to make a tee time they rushed all the paperwork through so I could make my time. I would recommend working with Brent Brown Toyota to anyone looking for a car. More

Lots of good attention! First phone contact with Rylee was great- she referred me to Brock since she wasn’t going to be working the day I came. Brock was so professional and First phone contact with Rylee was great- she referred me to Brock since she wasn’t going to be working the day I came. Brock was so professional and sweet and helpful. He found the answers to all of my questions. I am not an easy sell so after a few sales people and a floor manager or two I was able to negotiate a deal that worked for me. My only suggestion would be to offer some healthy snacks to buyers (for free) because a hard negotiation can take hours and when the blood sugar gets too low all bets are off and they are likely to lose sales. More

Excelente servicio Siempre me atiende Moe Afu en el departamento de servicios y siempre es una excelente experiencia, además habla español y eso hace que todo este mucho Siempre me atiende Moe Afu en el departamento de servicios y siempre es una excelente experiencia, además habla español y eso hace que todo este mucho mucho mejor. More

Great! Friendly service the minute you walk in the door. They found what I was looking for. The show room was a great experience as well Friendly service the minute you walk in the door. They found what I was looking for. The show room was a great experience as well More

Not as good as previously. There is something in how the Service Center is set up that is different and not as on point. The only way I can describe it is that there seems to be There is something in how the Service Center is set up that is different and not as on point. The only way I can describe it is that there seems to be one or more extra layers of communication that one has to go through in order to make contact with an actual service rep. In the past, there were familiar faces I recognized and they recognized me - we bought our Rav4 at Brent Brown 17 years ago and only allow BB service to touch it. Our salesman always recognizes and greets us. PLEASE find a way to restore the personal touch you once had in the service area. There is already so little trust involved in car buying so when we customers settle in and find a "home" like Brent Brown you want us to always feel part of the family. I love you all - what I experienced seems to be an administrative change, nothing to do the with actual service personnel involved. Please do restore the right feeling, however! More

Didnt get what I was told So I had started talking to them via Text after an online chat. I was told about a vehicle I as looking for that would be able to fit with in my budge So I had started talking to them via Text after an online chat. I was told about a vehicle I as looking for that would be able to fit with in my budget I had asked for. He told me that he had a 2016 Scion iA that would be able to fit into my $200 a month payment I wanted as the car was only about $13-$14k. I go in and take a look at the car, to see that it was a nice clean car that drove and ran awesome. We go in to do paper work and all that fun stuff. He runs my credit comes back and tells me this is where your payment stands ($296) if you were to put X amount down ( which wasnt what I could do just a scenario) SO he was was like what would you like your payment to be . I can work with this a little but what would you commit to ? he asks I then was like ok if you can get it to $275 id commit. He got it there no problem. Never discussed anything with me other then the $275 monthly payment. So now he gets me to financing to finalize it all. In the end they sold me the car for $16k ($2K more then i got told) and after everything was said and done was paying a lot for a long time. After i had time to review everything I texted the sales rep was like whooa why is this like this to never really get true responses , If I even got any as he ignored most of them. Finance guy couldnt tell me much he isnt the salesman so he cant do anything with the numbers. I also then get told i was being refinanced which was then in my favor. Lower interest rate , Lower financed amount etc. But now my monthly payment is up to $306 , only difference is they included a 7 yr bumper to bumper warranty. IDK if they truly added it or if Im paying for it. It all seemed shady. When I came into refinance the loan I set a time of 12pm. I show up and have a rep walk me over and go back to the finance guy, He comes back out says hes with a customer give him 15 minutes. I waited almost 45 minutes while i watched him chit chat with other employees after his customers left. This bothered me. All in all I hated that I was sold for more then I was told and hated that my monthly payment was increasing every second it had the chance to. I do like the bumper to bumper which covers the car for the whole term of the car loan and then some Which is why i sucked it up. But they had a lack of communication and the fact that the sales rep would not answer me after it was done bothered me immensely . Right now in the air on if I would recommend them or use them again. More

Everyone was fantastic! We had a great experience at Brent Brown Toyota! From the salesman to the financial part we were so impressed with their personal attention to us and We had a great experience at Brent Brown Toyota! From the salesman to the financial part we were so impressed with their personal attention to us and what we wanted. They didn't force us or make us feel uncomfortable in any way! We would like to personally thank Nate Casper who worked with us. He was exceptional as was the salesman (Fernando) and the floor manager McKay Smith! Thank you so much! we love our car too!!! Mr.& Mrs. Clark King More

Service Sticker in my windshield says oil change at 5,000 miles but they won’t change it until 10,000. Oil change is the whole reason I drove 40 miles up ther Sticker in my windshield says oil change at 5,000 miles but they won’t change it until 10,000. Oil change is the whole reason I drove 40 miles up there and it didn’t even get done. But the tire rotation and fluid top off was good. More