Orem Toyota

I bought a Sequoia over the phone from Brent Brown Toyota, big mistake. I showed up to pick up the vehicle which out the door was around 51K only to find out that the leather and dvd player were inst Toyota, big mistake. I showed up to pick up the vehicle which out the door was around 51K only to find out that the leather and dvd player were installed aftermarket. The work done on the vehicle was a total hack job! I was really bothered that nobody told me it was aftermarket until I noticed the crummy workmanship and asked. I told them the deal was off that there was no way I was going to buy that vehicle. Problem was I had a vehicle that I was trading in and had a friend lined up to buy, he was with me and had already signed on a loan and was ready to go so when they offered to try to ship one in for me that had factory leather I accepted. They took my trade in and check, over $51K, and actually had me sign papers on a vehicle that they said they could get for me. Two days later they still did not have things worked out with the vehicle and could not even give me an idea as to when it would be shipped or arrive. I told them I needed a vehicle now and offered to purchase a Tundra if they could find one for me that would fit my needs. After a fair amount of negotiations we came to an agreed price and options. I took delivery of the Tundra and they did drive it to my home town which is an hour away from the dealership since that was part of the arrangement. I had expected them to return my check and accept another one for the correct amount upon delivery. Turns out they had already cashed my check and I was told the finance dept was closed so they would have to mail me a refund check on Monday, two days later. Well, I wrote them that check 2 weeks ago tomorrow and I am still waiting to see my refund of $14,959.73. I have called several times and been assured that the check was "in the mail" or that they would check on it and let me know what the status was. I have never received a call back. At this point I am going to report them to the dept of consumer protection and see if that will help me get my money back. What a freaking joke! Go anywhere else, go out of state if you have to. Their motto is "We're bending over backwards", I feel like they bent me over! I love my truck but definitely was not worth all the headaches! More

Jared Pela was a great help in the purchasing of my new car. He stayed late into the night to accommodate my schedule. Highly recommend. car. He stayed late into the night to accommodate my schedule. Highly recommend. More

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

My husband and I purchased 2 new vehicles from Brent Brown Toyota a week ago and we couldn't be happier with our experience!! We went in about an hour before the dealership closed and the staff never o Brown Toyota a week ago and we couldn't be happier with our experience!! We went in about an hour before the dealership closed and the staff never once rushed us on our decision - they allowed all the time we needed and never once pressured us. The entire staff at Brent Brown was very personable and friendly at the same time very professional. They worked the best deal possible for us and exceeded our expectations! This was our best car purchasing experience yet, we will be sure to return!!! More

Jared Pela kept an eye out for a vehicle I was looking for, and once he let me know, he made the transaction as smooth as possible. He was very professional and genuinely concerned about my needs. Thank for, and once he let me know, he made the transaction as smooth as possible. He was very professional and genuinely concerned about my needs. Thanks to Brian Boyd for being friendly and creative in finding ways for me to finance! I'd say they make a really good team. The car business is a tough business, but they made it look easy by being so knowledgeable. Thanks, Guys. More

Great people to work with! I would recommend friends family and strangers to Brent Brown Toyota! Also I love my new 2013 Camry, I will go back to Brent Brown Toyota! family and strangers to Brent Brown Toyota! Also I love my new 2013 Camry, I will go back to Brent Brown Toyota! More

They were very friendly, they worked with my situation, seemed honest, did not pressure me, made me feel comfortable and gave me a good deal - thank seemed honest, did not pressure me, made me feel comfortable and gave me a good deal - thank More

I bought my truck in another state, but brought it in for the 10,000 miles maintenance. Erin was amazing! On top of the maintenance, I asked her about some small scratches on the truck. She told me that she the 10,000 miles maintenance. Erin was amazing! On top of the maintenance, I asked her about some small scratches on the truck. She told me that she would have the detailing shop check it out for me. They were able to buff out the scratches and they even did it for free. What a great place to take your car for service. Thank you Erin. More

I seen an ad for 2 cars. 1) 2009 HHR and 1)Mazda 6. I then called the dealership to confirm they still had them and yes they did. Chess then called me and he was very polite and we made an appointment f then called the dealership to confirm they still had them and yes they did. Chess then called me and he was very polite and we made an appointment for me to come down and test drive both cars. I was a little late due to traffic from Salt Lake City but Chess was ok with it. He also had the cars ready for me to test drive. Chess then gave me the keys to the HHR and I went on my test drive. When I returned he was busy so he had Nick help me and Nick found the Mazda 6 but it was out of gas, so Nick went and got some so that I could test drive the car. (Other dealers would have just pushed another car on me, but not Nick) Both Nick and Chess were great, no pressure and they were very helpful. I ended up getting the Mazda 6 and the entire staff was helpful and quick. Its not like other dealerships where they make you stay all day looking at cars you don't want and doing paperwork. The finance guy went right through the paper work and he did not try and force any extras at me. Due to this experience Brent Brown Toyota is my new source for all my car needs. I will be recommending them to all my friends and family. Heck I may just tell people I meet on the street about them. You guys rock. Jason More

We were newly on the market to purchase a second car as we drove into Brent brown hoping to look at some 4 door yaris's. They only had one yaris so Chris ended up showing us the Scion XD that was similar we drove into Brent brown hoping to look at some 4 door yaris's. They only had one yaris so Chris ended up showing us the Scion XD that was similar to the yaris. He was great to work with and didn't push us into looking at cars that were way out of our budget. We went in and talked about numbers and told Chris we might just consider the yaris if it was in our price point. Dustin came over and talked to us and it felt like he was pressuring us into getting the scion that was far out of our price point. When we told him that he said he could probably get us a corolla for the price we were looking at. We ended up leaving to talk things over when they called us back later that day saying they could get us the Corolla. They helped us find a great car with everything we were looking for and in the price we needed. Brian helped us get through all the financial papers quickly since we had other obligations soon after. Was a great experience and we love our new car. More