Orem Toyota

I was looking to buy a new vehicle and Sam Thurman was amazing to work with. He was knowledgeable and professional. I have been back with questions and he has been kind and helpful. Next time we need a vehicle we will be back to have Sam help us. The financer that we worked with was not professional as we felt very pressured.

Excellent service on my Highlander. Andrew in the service center gave me a reasonable quote and the work was done above my expectations and the quoted price was honored. We will continue to use their service.

When I purchased my Toyota 4Runner from Brent Brown Toyota I got the tires for life deal and could get tires replaced when they wore down to a certain measurement. Last year they told me they would still honor my tires for life deal but last week I took my 4runner in to be serviced as it was a requirement to service the vehicle through them to honor the tires for life deal. They told me I needed a 4 wheel alignment and that it would be a charge of $139.00 and change. The 4 wheel alignment is included in the tires for life deal. I called to ask why I had to pay for the alignment. They told me since they changed their name from Brent Browm Toyota to Orem Toyota my contract for the tires for life is no longer valid. They won't even answer or return my calls now. I will go elsewhere they have lost my business and are now a shady company.

Great communication and service until I sign the paperwork and pay the down payment. Then it all disappeared. The dealership took a trade and didn’t run it through the shop until after I decided to buy it. You would think they would when they were taking it in as a trade. To value the car. Maybe even take it in the shop when I started the application to purchase it. Since it was 2-3 days before I purchased it. No they waited until the exact moment I sign and paid to run it through the shop. Then they found some issues that wouldn’t allow the car to pass emissions. They then didn’t want to pay the high price the other shop was charging and said they were trying to find the cheapest way to fix the problems. Grant it this was 3-4 days after I bought the car. They didn’t tell me any of this when they found the issues. They ghosted me on all communication at this point and I had to drive down to the dealership for someone to finally tell me all of this. I called messaged the salesman and the service department but no one would answer my messages and the service department wouldn’t tell me anything. Communication is key but I guess it is lost somewhere after they get the money and car sold. Doesn’t matter if the customer still hasn’t received the car because they got paid. Thought the dealership would treat customers better but I guess not. I have bought 3 cars from them but this has put a very bad taste in my mouth. I understand that things come up but you don’t need to try to hide them from the customer. I shouldn’t have to drive to the dealership to get the answers. I don’t want the car fixed half way because the dealership said it themselves. That they were trying to figure out the cheapest way possible because the shop told them a price that is more then what they sold the car to me for. That isn’t my problem because I would have checked the car out before taking it on trade or at least before putting it up for sale. I never take something as trade or partial payment until I have ran it through the shop to find out what is wrong with it. I am not a far dealership but I wouldn’t still have my business if I ran it that way. It would have been a totally different experience if they would have had communication with me and not just hoped that I would be fine paying for a car and just leaving it at the dealership. I could totally understand as well if I was ordering a brand new car and it was taking this long. I have never bought a used car and had to wait this long to get it and it is still at the shop or somewhere because no one one communicates with me. They just tell me that the manager is waiting to hear what is wrong with the car but they already told me what is wrong with it. They are just trying to find the cheapest way to fix the car and not fix it the way the shop told them. To fix it correctly

I’ve never had a large company charge a credit card fee……. It was bad enough our bill was almost $5,000 and then to be told we had to pay a 3% transaction fee……. Not cool.

My wife bought a vehicle in May 2022 and it was a lemon. Its now having transmission issues and they refuse to help us in anyway. They wont work with us at all. The vehicle even died the night we brought it home. Do not recommend this place at all

I went in yesterday to get a quote on a new RAV4 hybrid. I understand that hybrids are in high demand right now for obvious reasons so I wasn’t surprised that I would have to wait and that’s not a problem, but when I asked about dealer markups the salesman was unapologetic about the fact that they are marking up RAV4 hybrids $6000 above MSRP. I understand that some people will pay it, but that doesn’t make it right and it’s this kind of GREED that exemplifies everything that is wrong with our country right now. It’s not like they wouldn’t make money at or a little above MSRP, but a 20% MARKUP?? You’ve lost a customer for life. Good luck keeping customers when the economy takes a dive. The market won’t always be so seller friendly. I’ll find somewhere else. Thanks!

Horrible customer service. We've had several bad experiences and now are so done with them. Fall of 2021, I ordered a 2022 Sienna and was extremely specific about needing an 8 passenger XLE. I put money down and was going to pay in full when it came in. I made an appt at 6pm and wasn't seen until 8:15pm. They ordered the wrong van for me- I got the whole "stupid girl" treatment from their sales people because it wasn't what I wanted. We ordered a new van that evening and had to wait the Covid-back up time period a second time. Earlier this year, I got a text that my 2022 Sienna was due for an oil change. I made an appointment and when I got there, they were confused why I was there when the Siennas don't need an oil change until 10,000 miles. So they did a tire rotation since I was there. This week, I made an appointment to have keys made for a Camry that we're giving to our son. I called and got it scheduled and ordered the appropriate keys from the parts department. When I came in for my scheduled appointment, no one could find my appointment. (The guy said this happens all the time.....) They were pretty clear about being swamped, so I felt like an inconvenience, especially as I was planning to wait for the keys to be cut. 2 hours later....I was informed that the keys were NOT ordered and that the key machine was broken. I understand that equipment breaks, but it's pretty frustrating to have spent 30 mintues traveling to their dealership, 2 hours waiting, then 30 minutes coming home with no keys made. I need to wait for their call and then come in again. The guy offered me a discount on my keys, but who knows if that'll be honored when you can't trust what they say? After several bad experiences, it's clear that this is the way they run their business.

My elderly parents went to Brent Brown Toyota in Orem and were pressured into signing a contract for a vehicle they didn’t want. They were told they would never be able to find the vehicle they wanted because of the pandemic and pressured into buying a luxury vehicle with features they will never use in a color they don’t like for $10,000 more than the vehicle they went in to buy. They have not paid any money or picked up the car yet, so it would be easy for Brent Brown Toyota to let them out of the contract, but they are threatening us with lawyers instead. If the vehicle is in such high demand as my parents were told, it would be easy for them to tear up the contract and sell to someone else. They preyed on my parents and used the fear of the pandemic to take advantage of them.

Best experience by far. We had Tom Shields as our salesman and from the moment we walked on the lot it was like working with a friend. He was very helpful by answering all of our questions and when it came to purchase price it was by far the best price on the car. Nate Casper in finance was amazing and even helped to change us from a lease into purchasing the car when he could see that it was better to purchase rather than lease for us. When I said in the beginning that it was like hanging out with friends that is really what it was like the whole way through. We love the car and we will be a customer for life. Thanks Tom, Ryan and Brent Brown Toyota