We bought our Scion from Brent Brown and there were some frustrations. The service warranty we bought carried a full refund if not used over the period covered. When we applied for the refund, Brent Brown said the covering company was out of business and they wouldn't honor the refund. Now, we have two Toyota recalls that will take a full day (although the notice said 1.5-2 hours!) and Brent Brown won't provide a loaner because Toyota doesn't authorize it. They said get a rental and pay for it myself. I was told, "Someone has to pay for it." Brent Brown you are Toyota to the customer! Don't hide behind Toyota and make the customer be out of pocket for a recall. Very disappointing. read more

I have have had nothing but GREAT experiences at Brent Brown Toyota. I have been bringing my 2003 Corolla for some years now and just bought a new Prius C yesterday! I could not have been more pleased with my experience. My sales rep was Shane and was so great. Honest and low pressure (I mean there has to be some pressure right ;) But really he is a great guy. We actually got some substantial discounts because i just graduated from BYU as well. I tell everyone i know to go here and to buy TOYOTA!!! read more

I bought my very first car there! A 2012 Honda Fit. They said they never got them so it was amazing. Someone traded it in that day, so I got the car I wanted for less than what I was going to get at Honda. read more

I went into look for a car and was helped by a guy named Ethan Z he was very experienced and helpful. Most dealerships I've been to aren't as helpful as this one but I felt Ethan who helped me was very trustworthy and cared for my best interest. Super awesome guy and good dealership. read more

I searched all over the country for the best deal on a 2016 Rav4 Hybrid including Mark Miller where I have purchased three Toyota since 2008. Bob Sanders at Brent Brown Toyota beat them all. There were no sales games and I was in and out faster then any other dealer I have bought cars from. Rory in fiance gave me a killer rate. Also Tailor Hendircks Bobs assistant was absolutely delightful to work with. Top knotch dealership!! read more

We just traded in our Tacoma for a newer one. Jones helped us out and got us into a great 2016 Tacoma and we love it!!!!

I wish I'd read these reviews before just buying a new 2020 RAV4 XLE. I wanted the clear bra protection installed on the WHOLE front end. I had to leave it all day last Friday when I was told it would only take a couple of hours. Bring it in my 9am. Did that and didn't get a call until 6pm. It was dark and I didn't notice that they only did the little strip on the hood. Had to bring it back again today. Dropped it off by 9am and got no call all day. I called them myself at 5pm and they said it was done. Um, hello? When? Were you even going to call me about it? "Don't know." was the response I got. And, after buying a $30+K vehicle from them, you'd think they could run the thing through the car wash as a customer courtesy but, no. Ken Garff Honda up the road washed my old ass 20+ year old CR-V I bought in Florida every time I brought it in for something. I didn't even buy it from them. But, whatever... Can't wait to see how that free two year/25K mile service is going to go when I need it. read more

Purchased a used Tacoma from Brent Brown a few months ago. The buying experience was ok, I felt like I got a decent value there. However, I've had two issues with the truck since I bought it which have both really soured my experience with Brent Brown. The first was with an A/C issue that was known when I bought the truck. The part was being ordered and I was to bring it in over the weekend to get it fixed. Long story short, after numerous calls/texts and about a month of frustration the part finally got in and was fixed. Most recently there was an issue with the truck bed not opening. Same issue, we are 2 1/2 weeks on ordering the part, which is still not there. Extremely frustrated with everything that has happened since I bought the truck. I guess they got my $ (I paid cash for the truck) and have no idea what a reasonable timeframe is for customer service. The staff that work there seem pleasant enough, but the service level in my experience has been dismal at best. To their credit they are covering the repairs which is nice, but I would expect MUCH better service from a dealership of this size. read more

The worst experience with a dealership with regard to a finance department and its service after the sale. Sadly how you are treated after the sale is what customers remember the most and so be very careful if make decisions based upon what you are told. read more

I was fortunate enough to have the opportunity to deal with brown brown Toyota and their staff I purchased day 2016 forerunner for my wife and in February 2016 two thousand sixteen ordered the new 2017 TRD Pro Tacoma to rise two weeks ago and immediately we took it down to Moab to test it out. It was unbelievable we tried to get it stuck but to no avail the pro wouldn't have not love it tried used to crawl feature going up some 40% grades TRD Pro was just that a pro I want to again thank you Kelly and Larry for their awesome service and they're unbelievable sales people that I dealt with. This is my 17th vehicle from Brent Brown Toyota would never go to another dealership. Mike M. read more

It took over five hours to do the 60,000 mile service on my Sequoia, and they didn't even do the two little things we asked them to do. Time to upgrade your service department Mr. Brent Brown. read more

Poor customer service and lack of respect from the General manager: Kelly Christensen We were very excited to purchase a car from this dealership and had one in mind. After negotiating prices, Kelly Christensen, mind you the general manager, raised his voice at us saying we were being unreasonable, accusing us of caling him a liar, ripped up the paperwork, threw it on the desk we were sitting at and stormed off yelling. I was appaled. This lack of respect for us, the customers, was shocking. As the general manager, he would be the one we would go to if any other agents were disrespectful to us but as it was him, as a manager this is unacceptable. A manager should not lose his temper in front of the customer, storm off and then refuse to apologize. I could not believe it. read more

Had an inquiry regarding a used car, Ethan Zabriskie was quite helpful in resolving all my questions. Thank you!!

Fast, friendly service is what I got at Brent Brown Toyota! I live in Hawaii and needed car for my daughter who attends college in Utah. The speed at which this overseas transaction took place was amazing! Associates are very efficient, and attentive! I truly felt important, and appreciated! I would DEFINITELY return. Mahalo's to bradda Chris Adams! read more

I took my truck in to get a noise checked coming from the rear end of my 2018 Tacoma. I had an appointment to be there at 12 pm and arrived at 11:45 am on 2/2/2019. They had my truck for over 4 hours so I assumed everything was being fixed, when I asked my service advisor how it was coming along he told me that one of the brackets had broken holding my leaf springs. I asked if it was fixed and he said that the tech had greased it so it would no longer squeak. He then told me that he needed to make sure that this issue was covered under warranty before they would fix it. (My truck only has 7800 miles.) He then took another hour while the truck just sat there to "research." He then proceeded to tell me that he would have to talk to his service manager on Monday (2/4/2019) to make sure it was covered. I then called on Monday to check up to see if Zack had talked to the manager, when I called the first time I was told he would call me back. One hour later I received no call so once again I called back. I was then told that the manager was still doing "research" and I would hear from them later in the afternoon. It is now the next day and I still have not gotten a single phone call from anyone at Brent Brown. The service I have received is by far the worst I have ever experienced. No communication. Poor Customer service. Utter disappointment. If you need service on any vehicle. DO NOT consider Brent Brown Toyota. read more

This Toyota dealership is the worst one we've been to. We've been shopping around for awhile now and every time we tell them no on a truck they turn into complete jerks. I don't know why we bothered going back a 3rd time to look. won't be going again and will tell anyone else to avoid this location. read more

It's really too bad this thing doesn't go to 0, because Brent Brown took $500 from us and literally did nothing in exchange--except give us false confidence in the safety of our vehicle. I took my car there when it failed the safety inspection because it had insufficient stopping power. I was told that oil from the axle was leaking into the rear brakes, causing them to lose stopping force. I took it into Brent Brown to do the axle only, and had another place do the brakes because Brent Brown's asking price was way above other quotes I received. We picked the car up from Brent Brown who told us we had the axle had indeed been the problem and that they got it all fixed, then we had the brakes replaced. Approximately one year (in a warm garage) and 3000 grocery-run miles later, our car again failed the safety inspection due to insufficient brake force. We took it back to the place that did the brakes and they indicated that (surprise!) the axle has been leaking on the brand-new brakes to the point where they were 'completely saturated' and offered no stopping force at all on the right rear passenger wheel. It is likely that the axle was never really fixed at all for it to have been able to leak so much on the brakes after such little time and so few miles. After several attempts to get through (that each ended in 10 minutes of hold time wasted when we were sent to voicemail), Brent Brown rudely told my wife that it was outside their 'warranty' since it had been more than 90 days. How were we to know that their shoddy work was slowly diminishing our car's stopping power within that short time frame? I don't know whether the folks in the Brent Brown service department are blatantly dishonest or just blisteringly incompetent--but either way, do yourself a service and take your business elsewhere. I have to imagine that the few positive reviews on this site got very lucky, because I haven't met anyone yet who has had a good experience there. read more

Once again we have had a great experience buying a new vehicle!! This is why we always come back to Brent Brown Toyota in Orem!!!! Our salesman Greg was fantastic!! They gave us a good deal & we felt like they really did their best giving us great buying experience!! Toyota makes great reliable vehicles! We will definitely be back!! read more

They lied to us, they will lie to you! Short version: We bought a "Lifetime bumper to bumper warranty", their words not ours. But they gave us a LIMITED lifetime added care package. Not even the highest level of coverage available let alone "BUMPER TO BUMPER"! Extended version: Back in 2008 we purchased a new Chrysler T&C from Brent Brown. When we made this purchase we were very specific about the features and the price. My stipulations were as follows, it had to have xy&z features, the "Lifetime BUMPER TO BUMPER" warranty (Which was their description not ours), and we would pay $28K flat, out the door. Two dealerships were attempting to locate this vehicle which Brent Brown did first and secured it. When we went to sign all the documents, because I was leery of such a great warranty offer, I asked about the "Life time BUMPER TO BUMPER warranty", I used these words " it is a "Life time BUMPER TO BUMPER warranty" ? They ASSURED me it was. I asked several times to confirm and even asked to look over the contract. It did say "Lifetime Added Care Plus". I looked through the description and it seemed to cover everything. Of course it does not list every nut and bolt included and covered but it summarized the major systems: Steering, A/C, Engine, suspension, electrical, brakes, instrumentation, expanded elc., power group, luxury group, mopar accs., etc. I am pretty auto savvy and this seemed to be the real deal, a "Life time BUMPER TO BUMPER warranty" as they told me it was. We signed and took the vehicle. Later, not much later, the vehicle began to have issues, which it has had a lot of. Major issues are the Brakes, transmission, Radio. In dealing with these issues I have had conversations with dealers, and Chrysler Head Quarters, in which I had mentioned the "Life time BUMPER TO BUMPER warranty" and none of them EVER corrected me or mentioned otherwise that they do not have a "Lifetime BUMPER TO BUMPER warranty" until 6 years later when we had a power steering line fail (previous issues had all been covered under the manufactures warranty). When the dealership said it was going to be approx $300, I asked, "Isn't that covered under my "Life time BUMPER TO BUMPER warranty" to which they replied "we don't actually have a "BUMPER TO BUMPER" warranty. In fact, you do not even have the highest level of coverage we offer. WHAT!!!!, Why hasn't anyone ever said anything about this before???? When I called Brent Brown to resolve the matter, they referred me to Karyn Clement. After explaining the situation in several emails and discussing on the phone, she told me I had received the warranty I paid for, which is true, I did get the one they CHARGED me for but not the one they told me I was getting. Brent Brown had sold their Chrysler division a few years earlier and said they could no longer discuss these matters with Chrysler Headquarters. Karyn said I could pay the additional cost for the higher warranty if I call Chrysler directly. Turns out I am no longer eligible to do that. If someone had just mentioned that they do not offer a true "Bumper to Bumper" warranty we could have resolved this years ago. However, that being said, Brent Brown still created the issue in the first place by deceiving us. The salesman Shayne Skaggs LIED! The guy, whose name I cannot decipher, who wrote up the documents LIED! The sales manager LIED! We were very clear and specific about the warranty and it being a "bumper to bumper" warranty as they said it was. We did not know it by any other description let alone that there were levels. Because we were so adamant about the "Lifetime Bumper to Bumper" I'm sure they knew we would have required them to provide the "Max coverage warranty" , which is what we should have received, but that would require them to pay another $1500 in order to meet our requirement of $28K out the door, which they said they could do. Should Dealerships be allowed to practice such deceptive tactics, I think not! To my understanding it is illegal and I will be contacting consumer affairs. When I told Karyn Clement that if they were unwilling to make this right I would be writing a review about the matter, she told me I should check my "morals"...WHAT?!?! YOU LIED TO ME, not the other way around. In the end I seem to be stuck with a vehicle that has a lot of issues and a warranty that does not cover much. Buyer beware! read more

Edit: Next two short paragraphs DISHONESTY Check the 57+ reviews removed by yelp that are not factored into their already low score. The majority of them are 1 stars... I came here for over 9 visits for oil changes and checks on the car and I progressively became dissatisfied with their service and by the end I felt like they weren't being honest about what they said they were doing. This is partly because I almost always go somewhere else for a second opinion. And almost every time it seemed like the second opinion disagreed with this dealer's opinion. This dealer tries to sell you on things when there is still plenty of life left on a part, some of the time being forceful about it. One visit I was supposed to have my cabin filter replaced and I figured with something so small I didn't need to get a second opinion. Well, I recently decided to go somewhere else for an oil change and other checks on the car and they pulled out my filters and showed sticks and leaves and other stuff in the filters to me. I was highly displeased, and that was what prompted me to do this review. Dishonesty is the business killer, imo. I paid money for a service and then you lie about it??? A super simple one at that! I don't have a money-tree, you know? I now wonder about all my other services if they were really done or not. I could go on with other bad things, such as mistakes, forceful persuasion, lack of fulfilling regular maintenance and others, but I think the most important attribute of this dealership to highlight is this: They are Dishonest. read more

I went to Brent brown Toyota to browse their Tacoma inventory and was helped by Ethan Zabriskie. After a seeing a few Tacomas and a test drive later I had mentioned I had 3 kids and Ethan mentioned there was a tundra in my price range on the lot that would help with my concern about passenger seating. A few weeks later I'm driving my tundra and happy with the whole experience. Thanks guys! read more

I took in my truck for a recall on the frame that I got in the mail. I took it in to get the frame checked for free and also to have them do a check for any other problems. I also told them about a vibrating noise on the passenger front side of truck. I told them it could be the exhaust gasket and to check that out. When they called me about the results they told me a bunch of problems wrong with the car even though it was running fine and that they can't put the skid plate back on because the screws were stripped and wanted to charge me $60 to put it back on. it ended up coming to $1100 in repairs needed for my truck that seems just fine. The also blamed the noise on the skid plate saying it was "loose" even though I knew for a fact it wasn't. So I asked to talk to the manager of the service department and told him how it seemed "fishy" how i have a broken skid plat now and how they said it was "loose" before when I know it wasn't. He immediately got defensive and said I was accusing his staff of lieing and that it was jiffy lubes fault for putting it on wrong and ruining it( I have jiffy lube do my oil changes) long story short we got into a big argument and they fortunately put it back on for me but with the screws upside down. They changed their story and said the welded nuts were broken off and that I broke them off by off-roading. A different diagnosis from the stripped screws. This place is bogus and they are jerks with horrible customer service. They have treated my friends the same way. Don't go here and save money and time. It also took me 20 minutes on the phone just to set up the appointment! read more

We leased with plans to buy a Toyota Highlander with a trade in. We spent the day with Frederick who was so kind and patient with us. We approached the lot scared of a typical sales pitch and that is the opposite of our experience. It felt like he knew his stuff so well and he was so honest with us. We had two small kids in tow with us and we left a trail of tears and snacks everywhere we went and he was friendly to us and made us feel very comfortable and welcome after 6 hours! We also felt like we were given a fair trade in and price. Frederick made our experience 5 stars. His accent was an added bonus! read more

Made an appointment at the service department one week ago. It took over two hours because it seems like they service cars as they come in, not by appointment. They ruined my entire morning because I thought an appointment meant something. read more

My husband and I called MANY dealerships for quotes on what it cost to replace a battery in a Prius. We got a quote from Brent Brown and it was close to what other dealerships quoted us so we went in to get it replaced. When we got there they tried to double the price they quoted us and outright LIED about the time it takes to do this. We bought the battery and my husband ended up replacing the battery in 1/4 the time they quoted us and he is NOT a mechanic!!!! I could not even believe how completely dishonest Brent Brown Toyota was!!! If you do business with them, don't say that you were not warned!!!!! And Thanks Yelp for providing a place where people can share REAL experiences with businesses so they can be more educated without businesses changing reviews to their own deceitful advantage!!!! read more

Long story short.. We went to just go test drive a truck since it's different from what my husband had previously. The sales guy we were with was very pushy and just wanted a sale. We told him a couple of times we just want a price quote for everything so we can talk it over and make sure we can afford it. The guy had my husbands ID so we asked for it back so we can leave. The Sales guy then brought over the financial guy and he started pushing a sale on us. We told them many times we don't plan on signing tonight so they started negotiating.. we finally had to yell at them to give the ID back. Needless to say we won't be back. read more

BUYER BEWARE these people are horrible scammers. I bought a Jeep Wrangler and traded in my car with specific requirements to pay off my car to get the jeep. They told me everything was done and I got the jeep then they told me that I had 2,000 dollars to pay on top of my down payment! They told me they would take away the jeep if not paid so of course I paid it. A YEAR LATER they are now asking me to pay 1500 for the rest of my car that they didn't pay off. They are threatening me with sending this to collections and I'm lawyering up if this doesn't get resolved. PEOPLE Don't buy here!!! read more

We've bought 5 Toyotas in 6 years. Four of them new and one time I bought one from Afghanistan-sight unseen. We keep coming back because they treat my wife right, they let us buy when we are ready and do an incredible job of beating prices. I've worked with one salesman the entire time. I even got a call from Brent Brown himself. If you haven't been here, go. If you have, go back. My children have bought their cars there because they know the dealership is in it for the long haul, to keep you as a customer. And to keep you going back. read more

I had an appointment at 4 o'clock. I waited for 30 minutes to be helped. Well employees aimlessly walked around. My car was taken back at 4:45. For an oil change. I finally got my car done at 6:35. Two and a half hours after I came in. I don't know what has happed but there inability to run effectively is madding. There utter disregard for my time is painfully clear. If you are looking for a place to "bend over backwards for you" this is not that place. I'm sure you could pick any random garage and get better and faster customer services. I implore you to go somewhere else for you car services. I still have Toyota care and the drive to Toyota Bountiful isn't sounds so bad. read more

My Wife and I went here to day to look into the possibility of trading in my Tundra for a newer one. We had previously stopped and seen the inventory available. We wanted to test drive or look at 2 different trucks. Rick the Salesman took us in the first one which was a platinum series the Truck had 6 miles to empty so we couldn't test drive very far. We came back to the dealership and asked about the other truck which was a SR5 with the TRD package upgrades. Rick told us that he could not locate the keys. Then he said that the truck wasn't detailed so we couldn't drive it. Then the story changed again that the truck had been sold to one of the salespersons father. I asked if we could still look at it to compare the differences since Rick could not just explain it. Again I was told the keys couldn't be found and that the salesperson who had bought it wouldn't be in until 1 pm. Rick wanted to run our credit before we test drove any more trucks while he was doing this I walked outside to look over both trucks and see if I could see any differences. The SR5 Truck was running with a Brent Brown Employee in it. I went back in to tell Rick that I had found the keys and could we possibly look at it. He told us that it was a sold vehicle and he could do nothing. Afterwards I walked back outside to see if the employye in the truck would allow me to look inside it. He was the detailer and said that such things weren't allowed. My wife and I then left. I don't feel Brent Brown Toyota has any desire to treat customers with respect. No drinks were offered for comfort while waiting. Truck we test drove was immediately locked after returning to the dealership. Salesman that blatantly lied. Now I have gone all day and have received no phone call or email in regards to what was found by running my credit from Brent Brown Toyota. I have received notice from my Credit Union that a Credit Report was done this morning. I really believe that Brent Brown bends you over backwards not the way his slogan is. I would avoid this dealership at all costs. Service, Sales, Parts they are all corrupt and full of lies and poor Customer Service or Customer Satisfaction. Remember I am a current owner of Toyota Tundra, a '1983 Toyota Truck, 1985 Toyota Truck and a 1986 Toyota Truck. I have yet to have a good experience from Brent Brown. They are just the only dealership in Utah County and I never learn that the Drive to Karl Malone or Larry H. Miller or Even Bountiful is worth the service you receive there. read more

Had to argue with the service department about whether or not a technical service bulletin was needed for my BRAND NEW Tacoma. This technical service bulletin was issued by Toyota for transmission shift feeling enhancement and is a recommended fix on these trucks. Brent browns service department made it seem as though it was coming right out of their pay checks to do the service that Toyota developed for this truck!!!! What the heck Brent brown, get your stuff together. So far my experience with Brent brown has been extremely disappointing, when we buy my wife's new car we will NOT be buying it through Brent brown, we will buy it from the Toyota dealership in Idaho falls, I will go that far to not deal with Brent brown again. From pushy salesmen to poor service department the experience has been bad all around. read more

I was disappointed and embarrassed for them. We drove four hours to pick up a new car, two weeks after purchasing a new 2017 Toyota 4-Runner. This was after we called before we drove down to pick it up confirming it was ready for us. The service department was thrown under the bus by the sales folks when we got there and the service department made excuses and told us the sales people never let them know it was supposed to be ready. It was a jumbled mess, and we never received an apology or any offer to make things right. On a major purchase like this I expect that perhaps the owner might want to know how poor the service was here. We like our car but everyone was a disappointment. I would have reservations ever going back to this dealership! read more

I actually traveled to Brent Brown in Orem one Saturday, on a recommendation of an acquaintence, and figured the 120 mile round trip might be worth it if I could find decent transportation. I ended up agreeing to buy a pick-up truck. I had the cash on hand and was surprised they demanded I provide all of my information for a background and credit check since I had the cash on hand and I felt a beat-up, used up truck should not be that big of a deal to sell. It seemed to make them very nervous that I told them I wanted to pay cash and they had no business asking for personal information. I finally filled out what appeared to be a separate form and did end up giving a lot of my information but they agreed to let me write on the form that it was not to be used for a credit or background check, since, even though I had nothing to hide, I felt it was none of their business, since I was going to write a check for the full amount. We had a signed written agreement and I was told that the truck would be ready on Tuesday, after they did some work to make sure it passed inspection. I got on a bus from Salt Lake Tuesday afternoon, called ahead and could not get anyone at their office that seemed to indicate they knew anything about the truck, but figured their assurances the past weekend should suffice. When I was almost to Provo they sent a voice mail - not a call that allowed me to answer - that stated the truck was not yet ready. I was a little perturbed that I was almost there and had to turn back despite spending considerable time and energy to that point. They stalled me for a couple of days more then after a week had elapsed it was explained to me that they could not honor their end of a legally binding contract and they were backing out of the deal. Naturally this did not sit well with me and I considered whether legal action would be a good course. I had a friend and even a car dealer tell me separately that this usually means they found another buyer who was willing to pay more for the truck. One of their representatives called me a day later to inquire about my satisfaction on my recent purchase and acted surprised that I told him employees in his company were not the kind of men who keep their word and honor a legally binding contract. He said he would look into it and call me back (which of course he never did). I decided to let this go, and that maybe it was not the best truck for me, but can't help but wonder why Brent Brown Toyota places this little value on their reputation and public image. At the very least I feel it is my duty to warn others about this dealership and to help get the message out, let the buyer beware. These guys don't keep their word, don't feel they have to honor contracts if you sign one. read more

The next good experience I have here will be the first one. On my first visit, I had a 9:30 appointment and pulled in at 9:15. I declined the shuttle because it was only going to be an hour or so (oil change and inspection) and I had brought work to do. I finally got my car around 2 after asking several times and being told it was almost ready. Today, I took it in for another oil change (because last time I paid for a package deal== I have one more coming to me). This time I did not have an appointment, but I took advantage of the shuttle to go to work. They called when the work was done. I still had some worked and asked if I could get a shuttle later. They said to just call when I was ready. I did call at about 12:30. I figured that it would not be immediate which was okay. They would call when they were on the way. An hour later I called back to all of they had any idea what time the shuttle would be. They didn't but would text the driver and he would call. I fit picked up at about 3. Then we picked up another woman who had been told the shuttle would be right there at 1:20. I drove out of the dealership at 3:20. I'm too cheep/poor to not take my last oil change but that will be it. If my car broke down across the street from here, I would have it towed anywhere else. read more

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. read more

I have never been treated so poorly then I have my last SEVERAL visits to Brent Brown toyota. I've been going there for a few years now and recently I am very disappointed in their service. I took my car in for an oil change, waited the 1+ hr as usual, walked out to my car and got on to find that they had broke the door to my middle console off. I immediately went back in to tell the manager and they accused me of breaking it. Then they said they asked the technician and he said he didn't break it but noticed it was "loose"... first of all it wasn't even close to being "loose" the moment I sat in the drives seat it fell over into the passenger seat so idk how it was "loose" so after this ridiculous situation toyota agreed to fix it since they couldn't prove that they did or dint break it. They said they would call me when the part got in...... 1 month later I call and guess what they've had the part in for 3 weeks but I never heard from toyota. I talked to 3 different people from toyota, they all said they could see notes in my account saying toyota would cover the service and part. Cameron in parts I believe was very helpful and helped me get my appt. Booked. Finally the day of my appointment comes I go in and am about 5 minutes early like normal and they ask me why they are seeing me. I let them know and they look at me like I'm crazy. Alec who was helping me said there were no notes or anything saying about covering the service or part. I was beyond livid at this point. At this point I'm beyond over Brent Brown toyota. I explained the situation to Alec- he said he can't prove what I am saying is true and the original technician handling the situation is off that day but he believes me so he will continue the appointment. So I go and wait for over 1 hour when Alec comes out and let's me know they are still looking for a tech to work on my car! I'm like excuse me? Did I not have an appointment scheduled? Shouldn't I have had a tech booked out for my time? I was furious and he said that it would probably be about another hour until hopefully it was done! Like what?!?! It's a lid to my console? It's not like they are taking my car apart. So I waited about hour and a half until it was finally done, signed my papers and left. I've never been so jerked around and rudely treated in my life. I will be taking my car to Karl Malone from now on. My family all own toyotas and they go there even tho it's over an hour further north - but they said it's a better place and amazing service. I'm never going to Brent Brown again. I recommend this place to NO ONE! read more

Don't waste your time. I spent over 7 hours finding a vehicle to purchase and after terms were agreed upon I asked them to fix an issue while I went to dinner and we would come back and sign paperwork. During the hour I was gone they changed their mind and said they no longer wanted to sell the vehicle for that price and that I could have it if I would pay $800 more. They would not budge and I wouldn't either out of principle so 7 hours on a Saturday were wasted because nothing had been signed even though numbers were printed and things were guaranteed to me. Their response was "you should have signed paperwork before going to dinner." Even though they knew I was coming back to purchase the vehicle. I was just waiting for them to fix one issue before I signed anything. I'm glad I didn't sign anything because I doubt they ever would have fixed the issue. read more

Wow, don't know why everyone is having trouble at this place. I bought a car here in 2012 and it was an easy hassle free experience. They walked me through every step of the way and I always get my car oil changes and everything here too. I've met Brent Brown once even and the rest of the staff has always been friendly and knowledgable with what's going on. I went in today to get an oil change and it was pretty packed but I still got help pretty quickly from George Brown. He doesn't look like he usually would be the one greeting customers but because of how packed it was, he stepped in to help, took me to his office to finish the paperwork, and answered some of my questions about car so I didn't have to see the finance team. While I was waiting, some guy had a case of mini bottled waters going around offering it to everyone waiting. Clean facility and smelled good with the free popcorn popped in the machine. Super comfortable couches I could've slept on with internet, TV's, and a kids waiting room too. People need to learn to stop complaining and just be more thankful. Thanks BB Toyota! read more

Terrible service department. Even if you make an appointment for a simple oil change you can wait up to 3 hours. Don't make the same mistake I did by having your vehicle serviced at Brent Brown. read more

I have several things to say about this dealership. To start with we were buying a car for me but the dealership just assumed they should just try and put the title in my husbands name only this really bothered me and they were put out when I asked for it to be in both names. The second thing is when it came time for my plates to be mailed to me they said oops we forgot to emission and inspect it which looking on my bill they charged me for they actually wanted me to drive a hour so they could do this which I refused to do I will say they reimbursed me for the test I had done locally but still was a inconvenience. Now we will get to the final straw for me they have a referral program where if you refer someone and they buy a car they will give you 100 dollars well I referred someone and they bought a car and that told their salesperson I referred them but now Brent Brown says oh we did not get the paperwork done right on their end which is their job so I do not get my referral bonus . So to me I do not trust them if it is their mistake but I am the one who suffers the consequences . There Are too many problems for it just to be coincidence to me so I will stay away from them and tell absolutely everyone I know to do so also. read more