Orem Toyota - Service Center

I am so disappointed in the customer Service I have been coming here since 2010 and it has been something else to watch how you are treated and can just stand there until you go to someone for he I have been coming here since 2010 and it has been something else to watch how you are treated and can just stand there until you go to someone for help, it has gotten somewhat better with the new young staff coming to you but the service guys just stand there looking at you. The phone people that answer calls to set up appointments need to learn the phone system as I was disconnected two times and they are not pleasant either, I ask them to look at certain items and they never do, nor do they tell me about what the findings were. More

I was surprised that you didn’t include any CDC guidelines for cleaning my vehicle. I know when I recently went to Hyundai they provided CDC guidelines for cleaning my car. guidelines for cleaning my vehicle. I know when I recently went to Hyundai they provided CDC guidelines for cleaning my car. More

This dealership feels dishonest. Didnt care about us once we drove off the lot. Trying to sell us service that should have been done already. Took 2 hours for an oil change. we drove off the lot. Trying to sell us service that should have been done already. Took 2 hours for an oil change. More

Salesman(Mitch) told me I would get 2 yr "Toyota Care" plan when I bought $50K Highlander. They cut me off at 17 months. They sent my plates to the wrong address after I made several attempts to change it plan when I bought $50K Highlander. They cut me off at 17 months. They sent my plates to the wrong address after I made several attempts to change it with them. Seems like very poor communication between their different departments. We had a couple other issues during my purchase experience as well.....one with a paint chip on the hood they never fixed and one with scheduling when we came back to get their "Permaguard" put on(we paid extra for this). My wife took the newly purchased Highlander back to the dealership at our scheduled time for the permaguard installation. She waited in their waiting area with 5 kids for 2 hrs. Someone then came out and told her the guy wasnt there to put on the Permaguard and she would need to reschedule. They kinda just pass you off without solving your issue. Not impressed at all. Just went in for a service using my "Toyota Care" plan I supposedly received when I bought a new car. It will be 2 yrs in August. The sevice rep(Joel) said my toyota care expired in January. So I guess I only get Toyota Care for 16 months. I went home and looked at the date I purchased and called back after my service. Told them I was still within my 2 yrs. They just passed me off. Not planning on ever using them to purchase again. Definitely do not recommend Brent Brown Toyota! More

Awesome staff and awesome service. I love my new car and the mechanics help me take great care of it. I would highly recommend buying from here! the mechanics help me take great care of it. I would highly recommend buying from here! More

They don't care about your time This is not the first time that Brent Brown disrespected my time. We had a 9 a.m. appointment and they told us that it would be 4 hours. But 6 hours l This is not the first time that Brent Brown disrespected my time. We had a 9 a.m. appointment and they told us that it would be 4 hours. But 6 hours later they told us that they had to keep the car overnight because there technicians were backed up. What were we supposed to do? Complete disregard for our time. This has now happened several times. More

Service Department is horrendously inept My wife and I purchased a Toyota Highlander here and we have taken our Toyota's here to get serviced. The service center never has steadily gotten wor My wife and I purchased a Toyota Highlander here and we have taken our Toyota's here to get serviced. The service center never has steadily gotten worse and worse. If you wait in the lobby while the car is being serviced, they will never call or come get you when the car is finished like they say they will but that is really just the tip of the iceberg. We've had a million small issues with them but the most recent issue that sealed the deal was an attempt to get a clip replaced in the overhead light console. The clip would cost less than $100 to get fixed but the car had about 22,000 miles in the beginning of 2019 when we first had it looked at so it was still under warranty. For the initial assessment they had us come back three different times in order to see a very specific person who, according to Brent Brown, was the only one who could assess it. Although we were specifically scheduling to speak with a specific tech, the first two times we came in the tech wasn't there! Eventually we were able to get the correct tech to look at it and he concluded that it was a broken clip and it was covered by the warranty. They didn't have the part so they ordered it and said they would call us when it came in in a week or two. They never called so when a month passed, we called back. They told us the part came in but too much time had passed so it was shipped back so they had to reorder and they would call us. They never called so once again we called them and once again they had to reorder the part. This goes on and on and on. We called and stopped by over a dozen times in the span of a year. The story was always the same, you have to talk to this person or that and they're not here, the part was on order, or they were reordering the part. Finally after a year, I went in to get my oil changed so I again talked to the service center about the status of this issue. The part was supposed to be coming in any day by then but the service guy told me there was no record of the part being ordered so he would again reorder it and call us when the part was in! As my warranty expiration was approaching, I was concerned they were giving me the runaround (for a $70 part?!) so I called and complained to Toyota corporate. When Toyota corporate called me back they told me that the service center was now saying the part had already been fixed last November and that this time it would not be covered under warranty because it was their conclusion that the Sunglass holder was being pulled on. This made no sense since 1) the part had never been fixed 2) We don't use the Sunglass holder and 3) The area near the Sunglass holder was not the area that had the broken clip! On top of all this, we had never been told anything close to this story. Over and over we were told it was covered under the warranty and the part was on order (or they were going to reorder it). Since the part was around $70 to fix, I would have just paid it a year ago if that was their original story. By now, the whole thing felt very fishy and I had the feeling that this was retribution for us complaining to corporate. I explained this to the rep from Toyota corporate and asked if I could have an impartial dealership look at it. She said the other dealership can't see the case notes so they would be impartial on the matter. However, if they concluded that it wasn't covered under warranty I would have to pay the service fee. I was fine with that so I serviced the car at Karl Malone Toyota the following weekend. Within an hour of pulling up to Karl Malone Toyota they had assessed and fixed the issue. They concluded the part was in fact covered under warranty and they had the clip in house so they fixed it. I'm just happy to have this ridiculous issue resolved but I will never go into Brent Brown service center again. If they are willing to do this with a $70 part, I can't imagine what they would do for a $7000 part that's under warranty. Save your time and money and go to another service center. More

Thanks Brent brown Toyota for the friendly,, welcoming, helpful atmosphere. And thank you Moe Afu for making sure I had a rental car so I didn't have to wait. helpful atmosphere. And thank you Moe Afu for making sure I had a rental car so I didn't have to wait. More

Took my new truck in for my 5,000 mile service. Rotated the tires, ran diagnostics, and topped of the wiper fluid. Took almost 2 hours. Still, the purchase of my truck was an outstanding experience, so I’d the tires, ran diagnostics, and topped of the wiper fluid. Took almost 2 hours. Still, the purchase of my truck was an outstanding experience, so I’d still recommend Brent Brown. More

I have never been disappointed in the service dept. the one visit that had unexpected problems, they arranged a free loaner for 2 days. Thanks one visit that had unexpected problems, they arranged a free loaner for 2 days. Thanks More