Orem Toyota - Service Center

Timely and efficient My visit was timely and efficient. Kyle was very friendly and helpful when it came to solving some of the problems my car was having. My visit was timely and efficient. Kyle was very friendly and helpful when it came to solving some of the problems my car was having. More

Fast efficient friendly service Jen knows I live so far away so she got me in and out of there in less then an hour with new tires. I really appreciate the extra mile she puts in for Jen knows I live so far away so she got me in and out of there in less then an hour with new tires. I really appreciate the extra mile she puts in for me. Thanks Jen. More

didn't do all requested work Requested service work was not all done. Overall service experience has really fallen over over last few years. Stuff not done or completed on schedul Requested service work was not all done. Overall service experience has really fallen over over last few years. Stuff not done or completed on schedule. More

Excellent customer service. Friendly staff! Morgan was very personable and friendly. I am impressed with the team at Brent Brown. Every time i come in for whatever it is, i feel pretty welcomed. Morgan was very personable and friendly. I am impressed with the team at Brent Brown. Every time i come in for whatever it is, i feel pretty welcomed. I recommend everything from a purchase to service with Brent Brown.. More

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

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

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

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

Agonizing My seat was all screwed up. It made a popping noise after my service was done. I was told a diagnostic check had to be done and I had to pay for it. M My seat was all screwed up. It made a popping noise after my service was done. I was told a diagnostic check had to be done and I had to pay for it. My car is 2018. So when you caused the problem and tell me I have to pay for it. I say xxxx you!!! More

10000 service It was completed in a very short amount of time so my wait time was only 45 minutes.. everyone was very helpful and considerate. The reminder call was It was completed in a very short amount of time so my wait time was only 45 minutes.. everyone was very helpful and considerate. The reminder call was also helpful. More