Nicole Shillcox

When we bought our Venza from Brent Brown Toyota last May we had a good experience through the sales process. They were friendly and helpful. However, at that time we were promised a second key within 2-3 mo we had a good experience through the sales process. They were friendly and helpful. However, at that time we were promised a second key within 2-3 months. We never received it. I called the dealership several times with no results. I became very frustrated with their lack of resolution over several months of reaching out to them. Recently, I called again and, thankfully, Nicole answered the phone. Once Nicole got involved, Brent Brown Toyota finally lived up to its “bend over backwards” tagline. Her response was fantastic! Nicole went out of her way to take care of us. The issue was resolved the next day. The only reason I didn’t give 5 stars was because it took seven months for someone to finally address our issue. Until Nicole got involved, each time I called everyone seemed to push the responsibility to someone else, but Nicole took the problem head on and solved it almost immediately. Actions speak louder than words! Thank you, Nicole! More

by russbulloch Verified Customer Verified Customer

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Nicole was incredibly helpful and friendly. Ask to work with Nicole and you won’t be disappointed! Ask to work with Nicole and you won’t be disappointed! More

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Service was good. I know they were busy but it took about an hour and fifteen minutes for the service. They are complete and now pressure to do extra maintenance. an hour and fifteen minutes for the service. They are complete and now pressure to do extra maintenance. More

by Big_jake 48 Verified Customer Verified Customer

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Nail in Tire This is the second time in a year that I have gotten a nail in my tire. I have been able to get in quickly and have them fix the hole with no problems This is the second time in a year that I have gotten a nail in my tire. I have been able to get in quickly and have them fix the hole with no problems. They are efficient and kind. More

by HEATHER55 Verified Customer Verified Customer

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Everyone at Brent Brown is friendly. They are helpful and very friendly. I will always recommend this dealership to friends and family. Very friendly people. very friendly. I will always recommend this dealership to friends and family. Very friendly people. More

by DURANGOGIRL990 Verified Customer Verified Customer

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Service Department is horrendously inept 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 wor 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. More

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Useful and friendly staff. A little pushy but they got me everything I wanted to it all worked out. A little bit like sharks circling a school of fish. everything I wanted to it all worked out. A little bit like sharks circling a school of fish. More

by MIKETHEAMAZING Verified Customer Verified Customer

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Service Review Fantastic efficient service! We really appreciate you taking the time to get us in and out so quickly and for the work done right! Awesome job! Fantastic efficient service! We really appreciate you taking the time to get us in and out so quickly and for the work done right! Awesome job! More

by sean57 Verified Customer Verified Customer

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Scheduled service I was unable to pick my car up at the sceduled time following my service. Brent Brown service went out of their way to help me pick up my car. I was unable to pick my car up at the sceduled time following my service. Brent Brown service went out of their way to help me pick up my car. More

by CHRISTENSEN.MARLIN64 Verified Customer Verified Customer

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Disorganized I only needed to get the emissions done on my car, and it should have maybe taken 30 minutes tops, but I was there for 2 hours. They told me that they I only needed to get the emissions done on my car, and it should have maybe taken 30 minutes tops, but I was there for 2 hours. They told me that they lost my keys for awhile. I had scheduled my appointment so you would think they would have put my car in priority. But they made up for it by not making me pay for my emissions test. I don’t know if I will come back to this place because it seemed disorganized.. More

by jocy Verified Customer Verified Customer

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