Diane Kuhn

Review of Toyota of Grand Rapids

This was my first visit to Toyota of Grand Rapids-...

This was my first visit to Toyota of Grand Rapids- I came in for a check engine light on my Prius. I was very pleased with the waiting area, however did not like spending over 6 hours there waiting. My first hour and a half wait was for the results of the diagnostics. Then I was told it was what other garages had told me the coolant valve needed to be repaired. They said it would be 2 hours more to wait fixing the coolant valve. I waited for over 4 more hours- my appointment was at 10:15 and I didn t leave there until 4:20. I was disappointed at myself for not looking at the initial service estimate as I was surprised with a bill that included 100 dollars to install a few 2 dollar lights, one being the license plate lights. I could have saved myself the expensive labor bill on that! My advice is to make sure and go through the price break down on the services they are recommending. I also had a worn belt repaired and never saw the stated worn belt- another 100 in labor costs. So my overall rating is not 5 stars- due to these issues. I had a big bill that could have been at least 300 less.

And...once again I am disappointed in the service and integrity of their service department! After the last visit and my last review they reached out and offered me 2 free oil changes due to the exuberant charges for changing light bulbs, but then tried to hit me again with high rates for changing a cabin filter. They brought it out to show me, and indeed it looked bad covered in leaves, and wanted me to pay almost 40 dollars to replace. I declined and googled the cost and how to replace. It cost me $10 for the filter and took me less than 5 minutes to replace. Their rate was super high! ..and after they made the effort to bring the filter out to show me, they shoved it back in leaves and all. I was shocked when I did replace it that they didn't even have the courtesy to dump a few leaves off before shoving it back in. That just seems wrong to me! Very sad that this is how they treat their customers...doesn't excite one bit to go back at all! I wish I would have taken a picture, but didn't think of it until later....