collierfam on DealerRater
10 years ago
07/19/2012, 15:39 PM
"We purchased our Sienna from Brown in 2006. Since then,..."
We purchased our Sienna from Brown in 2006. Since then, we have taken it to Brown for every service (maintenance and repair) it's needed. So, I estimate my car has been there for service no less than 20 times, Each and every time, Brown's service department has exceeded my expectations, from the scheduling on the phone, checking in, the wait experience, shuttle service, explanations of repair, and the speed of getting me back in my van. They take service seriously and seem to find ways to continually improve the process for their customers
Even when the service department was undergoing remodel construction last year, the service department continued to deliver their high standard of friendliness and efficiency with the desk moved into the freezing cold bay entrance. They didn't seem to miss a beat.
I'd especially like to recognize and thank our go-to service representative, Jay Malone, for his service to us over these six years. Jay is a top notch professional who does an amazing job of bridging the gap between service rep and service technician. He knows exactly how to communicate recommended repair or maintenance work in a way that makes sense to non-car people without being arrogant or condescending. We treats his customers with kindness and respect. He's trustworthy and ensures that his customers and their cars are taken care of well in the time frame promised. His even keel personality is a pleasure to work with. He recognizes us when we call and has a caring smile when we come in. Because of Jay, we feel like part of the Brown Family. Even though Brown has other highly competent service advisors, we always ask for Jay when we can because we know we will receive great service. He sets the standard.
I also think Brown's prices are very fair. A couple times, I've called around town to other shops when we've needed specific repair work. And always, Brown's prices were right in line and their service is so stellar. They send coupons and special offers in the mail and email and on their website, so it makes it affordable. I wouldn't dream of taking it anywhere else, even for an oil change.
At times, I have wished I could have a loaner car - a service they don't typically offer while other shops in town do. However, Brown's shuttle service is wonderful. The shuttle drivers are courteous and always on time.
The waiting room at Brown is a very pleasant experience, with comfortable furniture, wi-fi, tv, complimentary drinks and snacks, and a kids room.
Like the commercial says, Brown Brown Brown, we love the service.