John Perna

Review of Toyota of Grand Rapids

I was there with my partner to look at options to ...

I was there with my partner to look at options to replace his current car and buy a Toyota. I just bought a Lexus a few months ago and my family has had some good experiences with the cars, so we decided to check out a couple. I have never been to this dealership before, so this was our first experience. We knew that we had a challenge with our situations but Jalen, the sales professional, was very understanding and was the only positive part of this whole 2-hour experience. The ship sank when we were introduced to Mike Resau, a supremely cocky, disrespectful, and unprofessional Sales Manager. Let me just give you two examples of out the many that transpired that day.

Example 1. I told him about my Mustang and how I struggled to get other dealerships to come close to the payoff balance (learning that mustangs don't hold value). I told him that Lexus was the only one that worked with me and payed off the balance of that car and how that whole Lexus experience was a very positive one and I bought a car that day. He then began to tell me that couldn t be true because he knows the Lexus Sales Manager and he is the cheapest guy around, he would never give me a deal like that. So, he leaves to go do some paperwork comes back and his cell phone rings and he answers it right in front of us. To my shock it was the sales manager from Lexus where Mike begins to question him about what he paid for my Mustang, a purchase that happened over 10 months ago. Of course, the Sales Manager, that I even barely remember, didn t remember what he paid for my Car. Then Mike says, well he doesn t remember making that deal, I am not saying it didn t happen but I know him and its highly unlikely he paid you that much for your Mustang. Here is a Sales Manager, trying to get me to buy a new car, calling me a liar straight to my face. A liar for a situation he was never part of, nor has any knowledge of, for a dealership he doesn t even work at but according to Mike, I am a liar.

Second example, at the end of the day my Partner went back and forth on what he wanted to do, since he couldn t get the full payout amount on his car. Trying to make decisions in, what seemed like, high pressure moment from Mike wasn t easy. Mike proceeded to get annoyed and said we checked all your boxes, I don t know what you want me to do? My Partner says, if you can give me 10K for my car that would make it easier for me to rollover the additional cost. Mike then proceeds to laugh directly at us, where my partner immediately replied with, You can laugh at me all you want but you asked me what I needed and I told you when I walked in the door what I needed. Mike than says, "I am not laughing at you, but at the request", which he was still laughing. Then he was like if I can give you 10K will you buy a car today, and of course at this point we were pretty much never going to buy a car for this guy. We replied, we would still need to think about it. Mike then got more frustrated and was like you just said if I can give you 10K for your trade in you would buy a car and now you are saying you must think about it? The goal at that moment was no longer to buy a car but to get out of this dealership, so we ended it and left.

I have dealt with some unprofessional people in my day but this one was just jaw dropping. If I ever decide to by a Toyota I am going to make sure I buy it someplace else or wait until Mike is no longer a part of any car transactions.