Orem Toyota

Disappointing Service Experience at Orem Toyota – November 5, 2026 I have been a loyal Toyota customer for many years and have consistently brought my vehicles to Orem Toyota (formerly Brent Brown November 5, 2026 I have been a loyal Toyota customer for many years and have consistently brought my vehicles to Orem Toyota (formerly Brent Brown Toyota) for oil changes, emissions testing, and other services. Unfortunately, my experience today was extremely disappointing. I arrived at 8:00 a.m. for my scheduled 8:15 a.m. emissions appointment and was promptly checked in by Joel Kitchen. After waiting 2½ hours without a single update or follow-up text, I decided to walk over to the service garage to find out what was happening. The service employees appeared to be occupied with their phones or computers. As I walked around, an employee approached and asked if I needed assistance. I explained that I had been waiting 2½ hours for a simple emissions test. The employee contacted Joel, and as I turned around, I noticed my vehicle sitting in the parking lot. Approximately three minutes later, Joel came over. When I asked about my vehicle, he stepped away to investigate. He returned and explained that he had been unaware of a backlog in emissions testing and that my vehicle was now being worked on. What I found particularly frustrating was that I had scheduled an appointment specifically for an emissions test. If there was a backlog, why wasn’t I informed? More importantly, why did no one follow up with me during the 2½ hours I sat waiting? Joel apologized and offered to waive the emissions fee, which I initially appreciated. However, this led to another concerning issue. For years, I have purchased the dealership’s three-oil-change-and-emissions service package. When I questioned why I was being charged separately for emissions testing, Joel explained that the state was now requiring the dealership to charge for it. However, when Joel reviewed my oil change and emissions package, it showed that my emissions test was included at no additional charge. Despite this, he had originally intended to charge me for the service. This was particularly troubling. What Joel initially presented as a courtesy—waiving the emissions fee—was actually a service already included in my prepaid package. I should never have been charged for it in the first place. This raises serious questions about the dealership’s billing practices. Why was I going to be charged for a service that my package clearly included? And why wasn’t my existing service package reviewed before a separate charge was presented? Approximately 10 minutes after speaking with Joel, my vehicle was finally ready. I left the dealership at 11:00 a.m.—three hours after arriving for a scheduled emissions appointment. While I appreciate Joel’s apology, the overall experience was unacceptable. The lack of communication, excessive wait time, and confusion surrounding charges for services already included in my prepaid package left me questioning the level of customer service and attention to detail at this dealership. As a longtime customer who has trusted Orem Toyota with my vehicles for years, I expect better. Customers should not have to track down their service advisor after waiting hours for a scheduled appointment, nor should they have to question charges for services they have already purchased. A three-hour visit for a scheduled emissions test, with no updates until I personally sought assistance, is unacceptable. Being prepared to charge me for a service already included in my prepaid package only added to my frustration. I hope management takes this experience seriously and addresses both the communication failures and the accuracy and transparency of its service billing practices. Longtime customers deserve better. More

Deceptive sales practices and zero integrity. Orem Toyota leased us a vehicle at standard "brand new" pricing, only for us to discover after signing that it had already been used for an external Orem Toyota leased us a vehicle at standard "brand new" pricing, only for us to discover after signing that it had already been used for an external golf tournament with nearly 900 miles driven. At no point during negotiations was this commercial event use disclosed. In fact, on Page 10 of their contract ("Contract to Enter into a Lease Agreement"), they explicitly marked the vehicle as "New" and left the "Demo" box unchecked. That prior usage burned nearly 1,000 miles off our Toyota factory bumper-to-bumper warranty before we ever took delivery. When caught, Sales Manager Ross initially asked what compensation we felt was fair, then ghosted us. General Sales Manager Erik then stepped in and bluntly stated they "will not be compensating for anything or renegotiating a done car purchase." They hide behind the technical Utah legal loophole that a vehicle under 7,500 miles can legally be titled as "new" to justify withholding that they loaned the car out for an event. Legal loophole or not, selling a used event-shuttle car as untouched new inventory without telling the customer is sleazy, deceptive, and morally bankrupt. Inspect every line of your paperwork and take your business elsewhere. More

Unfortunately, my experience with Orem Toyota was frustrating because of poor communication and follow-through. I placed a $500 refundable deposit on a RAV4 and worked with Bryce. My dealings with frustrating because of poor communication and follow-through. I placed a $500 refundable deposit on a RAV4 and worked with Bryce. My dealings with the dealership were entirely by phone or text until I eventually picked up my refund check. As the allocation process went along, communication became increasingly difficult. I always had to initiate contact, and my questions often received vague or partial answers—or no response at all. It left me feeling that because I wasn't physically at the dealership, I wasn't a priority. After waiting close to three months, I was told the RAV4 I wanted could still be another three months out due to the color we wanted. Combined with the vague communication, I decided to also work with another Toyota dealership. I eventually escalated my unanswered questions to sales manager Ross, who was very helpful and got me the answers I needed. When the other dealership secured the RAV4 I wanted within a matter of weeks, I messaged Bryce to cancel my request and refund my deposit. I never heard from him again. I called Orem the next day and another associate told me the refund had been processed and I should receive a check in the mail within about a week. Two weeks later, I still had no check. After multiple attempts to reach a sales manager, I finally spoke with JD. He investigated and discovered the check had never actually been issued. He immediately had one prepared for pickup. It's a good thing I picked it up rather than having it mailed, because the check had the wrong street address on it. I do want to give credit to Ross and JD. Both were professional, helpful and followed through. Unfortunately, my overall experience was that I had to get a sales manager involved before things actually got resolved. I was never really concerned that Orem Toyota wouldn't return my deposit, and they ultimately did. What made the experience so frustrating was how much effort it took to get clear communication and follow-through on what should have been a simple process. More

Sean Carson is the best. We’ve never been happier with a car purchase (Corolla) and we have never had a better car buying experience. Sean went above and beyond our highest We’ve never been happier with a car purchase (Corolla) and we have never had a better car buying experience. Sean went above and beyond our highest expectations. Ask for Sean. 5 Stars ! More

Finance Manager Quentin Hawkins told me that Toyota Financial was requiring me to purchase a 7 year 100K mile warrantee, service contract, tire and wheel, packages costing over $6,000 in order for to a Financial was requiring me to purchase a 7 year 100K mile warrantee, service contract, tire and wheel, packages costing over $6,000 in order for to approve my loan. I found out the next day that the bank did not require me to purchase these items, and this tactic is known as tied selling which is illegal. The dealership did eventually refund my money, but it took over a month for the funds to be credited back to my loan. More

I worked directly with Ismail from the Sales team last month. He was easy to approach and communicate with. We quickly settled on a 2024 Landcruiser. We had a great experience with him as well as Nate month. He was easy to approach and communicate with. We quickly settled on a 2024 Landcruiser. We had a great experience with him as well as Nate in financing. Also had a chance to meet Wade from management. I highly recommend this dealership if you are in Utah and are considering a Toyota. More

First visit for brand new 4Runner Trailhunter service. Roof drip/finish molding had fallen off and requested they fix it. Service rep told us it was merely cosmetic, so they would not honor the new car wa Roof drip/finish molding had fallen off and requested they fix it. Service rep told us it was merely cosmetic, so they would not honor the new car warranty and wanted to charge us to reinstall what was clearly not installed properly from the factory. It may be mostly cosmetic, but it can affect wind noise, water channeling, and appearance AND we paid a lot for a new car that is under warranty. Not the right answer. Will not be returning to this dealership. More

I had a great experience with Orem Toyota working with Gio! He was incredibly knowledgeable about vehicles, was very communicative along the way with the reserve process, and helped set up and show off al Gio! He was incredibly knowledgeable about vehicles, was very communicative along the way with the reserve process, and helped set up and show off all the fun features when the car arrived!! Mehdi was also very helpful, detail oriented and great at explaining the different options available. Overall great experience at Orem Toyota from being greeted as soon as I pulled up to driving away in my dream car with Gio’s support! More

Well I can understand why their is only a 2 1/2 star rating on Yelp. I needed 2 recalls, TWO! completed a service and other issues with parts rattling and falling off. No one would pick up a phone and rating on Yelp. I needed 2 recalls, TWO! completed a service and other issues with parts rattling and falling off. No one would pick up a phone and have a 30 second conversation with me instead it took all day to send three texts and was told that I would have pay for the repairs and then they would send it off to see about warrant coverage. I have a $75,000.00 Tundra that is less than 2 years old with 17000 miles that rattle's and is falling apart and I have to pay for it first then maybe warranty coverage? More

My service advisor Kaua is amazing and the best. Orem Toyota service center is the place to go and has taken care of my Toyota Tacoma. I won’t go anywhere else. I highly recommend going to Orem Toyo Orem Toyota service center is the place to go and has taken care of my Toyota Tacoma. I won’t go anywhere else. I highly recommend going to Orem Toyota Service Center over anywhere else here in the area. Thank you always Orem Toyota. More