Karyn Clement | Page 2

Stop sending email to jlouie@comcast.net Even though unsubscribed or will continue to rate poor! Am not and never doing business again with this dealer. Is that enough words? unsubscribed or will continue to rate poor! Am not and never doing business again with this dealer. Is that enough words? More

by JLOUIE0 Verified Customer Verified Customer

Helpful 3

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The worst experience I ever had with a dealership. I bought a car for 4K fair market value. Was running fine when I took it out of the lot and after and hour and 15 minutes of driving the engine light, bought a car for 4K fair market value. Was running fine when I took it out of the lot and after and hour and 15 minutes of driving the engine light, traction and stabilitrack lights starting going off and the car won’t run properly especially if I am on a dead stop the car loses all power and won’t go more than 5 mph. I spoke to Karyn in customer relations and she asked me to bring it back to the service shop. The service shop had my car for 1 week and claimed they fixed the problem, we came to pick it up and few miles after the car is still having the same problem. I have a 6 week old baby that rides in the back and this car is a dangerous car to drive if I get stranded in the middle of the road and rear ended by another vehicle. According to your sales manager who sent us a message with your salesman, Micah there is nothing else this dealership can do because we bought the car at auction price which is false. I have a $4000 debt with my credit union for a car that is not worth $4000 at this point is worth $500 at the most. I have my kids to drive places in a dangerous vehicle and I have to drive to my job for as long as I can in this broken down car that won’t even pass emissions next year. I can’t even give you one star. I am a very unhappy client and thanks to Brent Brown Toyota my family and I will be traveling in a car that stops every 5 - 40 minutes and no mechanic can find what is wrong with it. I will be very honest and vocal about my horrible experience with everyone I know, social media and I am bringing this to local news because I had make efforts to work things out with Karyn. I called, sent emails and she has not have the decency to reply or give me a call back. More

by Eloisa Stevenson Verified Customer Verified Customer

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Front windshield replacement, Lexus RCF A++++++++ Initial visit This review is not for a Toyota repair, but a Lexus RCF. I visited the dealership to inquire about getting my windshield replaced. Even Initial visit This review is not for a Toyota repair, but a Lexus RCF. I visited the dealership to inquire about getting my windshield replaced. Even though my car was a Lexus, I thought I give it a try because they are pretty much the same company. Lexus quoted me the same glass $80 more than Toyota. I came back a few days later after I finalized my decision to get it repaired at Brent Brown. I reserved an appointment on 1/18 at 830AM. Lani reached out beforehand to get further information and left a message, THANK YOU for being proactive. I didn't leave any notes for the online reservation because I wanted to talk to service in person before I start with repairs. They said if the order was placed by Friday noon, it would be at the shop by following Monday morning. She reached out immediately to Techniglass for availability and reserved time at the spot. Even though Friday was busy, Lani kept with updates throughout the day. Monday repair: I dropped off the car earlier before my appointment time, Lani confirmed the part came in by 11 am. I went to pick up the vehicle at 2:30 PM, and the work was immaculate. On the side note, I noticed I had a flat tire on the rear passenger side and brought this up to Lani. She immediately took action and investigated with the service techs. Now, I don't know where this exactly had happened. After all, there was a long screw that made it in the center of the tire. They patched it up immediately and fixed it on the spot. THANK YOU again. Road Test Lani and I took it for a road test (40mph+) to verify for unusual noise or leaks. We came back to service and parked and tested for the automatic sensing wipers by physically pouring water on the sensor. It worked perfectly fine (This was the 2nd time I replaced the same windshield, and back then South County Lexus in Mission Viejo, CA overcharged $500 calibration fee for the resetting the Rain-sensor). No leaks so far since it poured over the last few days in Orem. Thank you to all the greeters, porters, service department, and anyone that I came in contact with during the process. I will recommend to Toyota/Lexus owners. More

by jcho009 Verified Customer Verified Customer

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Brent Brown embodies the cliche of the slimy dealership. Employees gave me false information, lied to my face, and provided terrible customer service. The finance manager was very belligerent. I urge folks Employees gave me false information, lied to my face, and provided terrible customer service. The finance manager was very belligerent. I urge folks to avoid Brent Brown. I visited Brent Brown on August 30. Things started off fine. The salesman greeted us, listened, and provided the best test drive of any dealership we had visited. Then things went south. He pushed dealership financing despite my telling him several times I had already arranged financing with my bank and didn’t want another hard credit inquiry. He tried to pressure me to sign a privacy form that he said would be for my protection when in fact it authorized him to run my credit. He repeatedly lied that the form didn’t run credit until I pointed out the exact line of text that contradicted him. He didn't apologize for lying. I asked to see inspection documents, and he made the excuse that the accounting manager was busy. I insisted. He came back 20 minutes later and claimed he made a mistake, that the vehicle had not in fact been certified or inspected but that he would take care of it. 90 minutes later, we find out the vehicle needs an alignment and 4 new tires but that the work would not be complete until Monday. A bit shady, frankly. Despite all the issues up to then, finance was by far the worst. The finance manager was belligerent and impatient. When I declined financing for the 10th time and declined the gap insurance, he made some snide comment and got even more impatient. Given what happened, I wanted some assurances. I wrote on the margins of the contract the following clause: “Dealer agrees that it has disclosed all information it has regarding vehicle’s condition, history, etc.” He lost it and claimed he couldn’t agree to the clause because he wouldn’t take responsibility for sales and that no modifications could be made because it was a “state” form. A total crock. He reprinted the contract and wanted me to sign that one. When I pressed the issue, he summoned the sales guy to verbally agree, but I wanted the promise in writing. So the salesman took the discarded contract (not the official one) and returned with a scribbled line on it, supposedly the signature from his boss. No title, no legibility, and no connection to the contract. Worthless. When I got the reprinted contract, I wrote on the margins to reference the clause on the other paper. The finance guy went berserk, slammed his pen on the desk, his face got red, and he paced back and forth. He yelled that no changes could be made and that the bank would reject my application. I calmly asked to speak with a supervisor twice but he ignored me. He shot back that I thought I knew his job more than he did. My mom was super uncomfortable and pressured me to sign just to get out of there. I’m very disappointed in myself for relenting but we were exhausted and it was a very adversarial situation. The real kicker is that Brent Brown’s own xxxx contract template exposes his lies. There was an open-ended box in the lower right-hand corner that I overlooked called “other terms agreed to:” If he had such a problem with me writing on the margins, he should have directed me to that section. Instead, he flatly lied that no changes could be made. By the way, my loan officer said she would have had no issue with the clause. What she did find strange, though, was the $200 “filing” fee they charged me on top of the $300 “documentary” fee. She had never seen the filing fee before, and she recently purchased a car herself. So not only does Brent Brown lie, it rips people off too. Got the runaround when I tried to complain to the general manager. I was finally able to speak with Karyn, the customer relations manager, and she got my clause added to the contract like it should have been to begin with. They didn’t get my car done until the very end of the day on the Tuesday, and my plates arrived a month late. Terrible experience all the way through. Avoid some grief and skip Brent Brown. More

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MISLEADING, DOES NOT "BEND OVER BACKWARDS" The Brent Brown Sales Management team led by Kelly Christensen and Brett Hansen is incredibly misleading, deceptive and far from truthful. They certai The Brent Brown Sales Management team led by Kelly Christensen and Brett Hansen is incredibly misleading, deceptive and far from truthful. They certainly do not "bend over backwards" for their custumers and care more about the (dirty) money they make rather than keeping people as life long customers. I've gone through all avenues to make things honest and right and they have (in person) made it clear that is not what they are interested in. I've spend hours going up the "chain of command" only to end discussion with the Sales Management team and an unhelpful (unrepresented) customer service rep- Karyn Clement. They refuse to let me speak with any upper management- specifically, Larry Terry. I was first misinformed, misguided, and misled by a grandfatherly, and honest appearing salesman- Bob Sanders then finalized the rotten deal with Nate Casper. They have lost any benefit of doubt. They are friendly and seemingly good, but it is a facade. Please don't support this business. I certainly won't. The only honest person I have met there is Macsen Viehweg aka Dr. Mac. Really cool guy! More

Helpful 7

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Great service and attention! We needed a new car and my wife liked the Highlander so we found one she liked online at Brent Brown. I started with an online chat, which was very pl We needed a new car and my wife liked the Highlander so we found one she liked online at Brent Brown. I started with an online chat, which was very pleasant and easy. Our salesman, JJ, was simply awesome. So was Ryan and the whole gang to close the deal. Such a great experience. A very comfortable and enjoyable experience, which is not an easy review from a guy like me. If you need a car, you need a car, but go to Brent Brown and save any headache! And look up JJ. You wont regret it! We took a loaner car while tint etc was being installed and we looked the keys in the car in our garage... Karyn hooked us up by delivering the key and driving the car back. Everything about this was awesome service. More

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Misleading Sales Management Team The Brent Brown Sales Management team is incredibly misleading, deceptive and far from truthful. They certainly do not "bend over backwards" for their The Brent Brown Sales Management team is incredibly misleading, deceptive and far from truthful. They certainly do not "bend over backwards" for their costumers and care more about the money they make rather than keeping people as life long customers. I've gone through all avenues to make things right and it's clear that is not what they are interested in. They have lost any benefit of doubt. They are friendly, but it is fake. More

Helpful 7

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Good Service Department, bad experience with purchase. Kerry was a good salesperson to help us decide on the car that would fit our need. When we talked to the Finance Person (Nate) he told us things that Kerry was a good salesperson to help us decide on the car that would fit our need. When we talked to the Finance Person (Nate) he told us things that weren't true. The car was suppose to be delivered to the dealership in 3-4 days. It was over a week. We found 2 problems which took over a week to get taken care of. This information will come in handy later in this story. After a couple of weeks I noticed a small chip in the windshield. I got it fixed, but as I was thinking about it, I realize that I had not gotten any rocks hitting my windshield and it was out of my normal vision. Therefore, I believe it was there when I bought the car and missed by myself and the dealership inspection. Over the next 3 weeks we make multiple trips to the dealership trying to verify the information that Nate had told us about the warranty and maintenance agreement. Nate keep telling us the same thing even though we couldn't find anything in the paperwork to verify. Since I drive a lot, after 4 weeks I came in for my 5,000 mile service. At this visit I was told that Nate was wrong about the maintenance agreement. I was also told that the left front tire had a nail in the sidewall. Since there was no way I could of noticed this in the inspection and the dealership missed other items, I believe this might have been in the tire when I purchased. I would told it wasn't leaking air and safe to drive. Right after this appointment I went into Nate's office and setup an appointment for my wife and I to meet with him the next day. When we came in the next day, he was out sick. No notice to let us know that he won't be there. We talked to another finance person and verified that Nate wasn't telling us the truth. This was on a Thursday. My wife and I talked about it and decided to cancel our warranty and maintenance agreement. I called to talked with Karen (Customer Service). She was out of the office until the next week. We had a meeting with her on Monday. Cancelled the warranty and maintenance agreements. The only other thing she offered was to sell us a tire at cost and installing for free, $191.00. I wasn't happy, but agreed. Several days later I stopped at Discount Tire, since they sell the same brand of tire. The quoted me $155 plus install, totally $195.00. I guess I learned a lesson. Don't believe anything unless it is in writing and when doing an inspection require it being on the rack so I can look under the car. I'm not positive that the windshield and the tire was before I took possession, but with all the other problem, the dealership should have at least replaced the tire. More

Helpful 4

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Can never make 5000 mile contractual service appointment Worst - Impossible to get an Appointment For The Contractual Free 5000 Mile Service Contractually we have to receive a 5000 miles full service, dia Worst - Impossible to get an Appointment For The Contractual Free 5000 Mile Service Contractually we have to receive a 5000 miles full service, diagnostic, oil change, fluids filled up, and tire rotated. Every 5000 miles I call to make an appointment, have done so 5 times. I always have to call about 3+ times to get that appointment. Usually, actually always during the past 4 times, I had to practically yell at the receptionist to help me get the appointment because the service department has been unreachable, never answered the phone, and never called me back as their phone system had promised. By that time I was already irate with that bitter taste in my mouth. It was already bad then going there and having to deal with people who made you feel they don't want you there to begin with. The fifth time after seeing the same pattern again, I finally gave up and went to Walmart and rather paid $55 for Synthetic Oil Change and tire rotation. At least I didn't have to drive so far and spend over 2 hours waiting there with the popcorn smell that gives me a headache and the people around me that make you feel like they are doing you a favor. So I complained on google.com- wrote my first review. An online rep replied with the words "It is never our intention to make it difficult to get a service appointment". And that is just it, it dawned on me. The 5th time I wanted to get my CONTRACTUAL 5000 miles service, it again was impossible to reach anyone. I just do not think they want to call you back and they do that on purpose, I bet. After reading the reply to my complaint, I am nearly sure that they intentionally avoid calling you back and making it difficult to get your contractual service because frankly, that is how they can save money if they can get you angry enough so you won't go there anymore to collect on the free service. The bitter taste can't be easily washed away, no matter what they do now. There is nothing to be said to get 'yourselves' out of it. They can say whatever they want to, I will just never go back there. I was going to buy another new car this year. BTW, Jon Jones was my sales guy, and he is also a good friend of mine. I know his family really well. I have nothing against him at all. He helped me buying our new car at Brent Brown and I couldn't be happier about the purchase, .... if it wasn't for the bitter after taste that ruins my positive buying experience entirely! Very disappointing. And I hate it that I have no other recourse than posting a few reviews about my experience. IN RESPONSE: Karyn replied and asked that I call her.... to do what? To talk about that? There is nothing to talk about, unless they give me new tires and 3 x 5000 mile services.... But, never mind, that is just another headache, I don't want to feel angry. So it is easier to just go somewhere else. If they asked only Jon Jones who Thomas Fox is, they could find out very well my phone # and they have my email address, so there is no excuse to contact me, it's because I am going to get irate again if I have to call that Brent Brown office one more time and get another voicemail... remember? They don't like calling you back. I am willing to bet that if I make an appointment for service after my 5000 mile free service segments are over and I have to pay for it, I am willing to bet that the receptionist is probably instructed to put you through to a live service department rep and you will never have to leave a message, or if you do leave a message, most likely they will call you back right away. I am willing to bet that paying customers get appointments easy there at Brent Brown, only that they have forgotten that I paid for these 5 services that they made it such a hassle to get. You bet I am irate! More

Helpful 4

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My experience Im very happy with the service, now my toyota is very fast. The employees was very professional and kind people. I recommend the service yo other peop Im very happy with the service, now my toyota is very fast. The employees was very professional and kind people. I recommend the service yo other people More

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