Toyota of Grand Rapids Reviews

Super friendly and I appreciate the ease of car repair.

Had an oil change and a headlight replaced and was out in 45 mins!

The oil change service was good but it took 3 hours to get my car back. They said they would call me if I wasn t in the waiting room but I never received a call or voice mail and waited 3 hours as my car was sitting in the lot finished.

The dealership scheduled me for the next day service after 3 warning lights came on. They kept me informed as they worked, and actually squeezed in an oil change on my other vehicle.

Personel were knowledgeable courteous. My car was maintained very expeditiously. Kudos to GR Toyota!

The employees at Toyota of GR are friendly and knowledgeable, which makes my visit comfortable in every way. I would recommend your dealership to my family and friends.

Outstanding experience ! I love my new RAV4 and Jason and the whole Toyota of GR team were GREAT!

Have purchased my last 3 cars from Toyota of Grand Rapids and will continue to use them for all my future cars. They make buying or leasing a quick, painless and affordable process. Their car maintenance program is also incredible. Very affordable and fast to get an oil change, tire rotation, etc.

Got a beautiful Tundra!!!

Got an oil change today and they were fast and friendly. . .

Actual repair was good.

Customer service, would have put hated it, but CSR redeemed himself, sort of.

Went in for 105,000 mile service. Doing this, I know I will be hit with some 'extra' stuff that will be recommended. I did it all, knowing full well what it entailed. I also needed tires and an alignment. I was told 1.5 - 2 hours for it all. No prob. 2.1 hours in I was briefed that it would be another 1.5 for the tires and alignment. Still, no prob. Three more meetings with the CSR and 5 hours (total) later, still no car. I had an extremely important dinner I needed to make. CSR let me borrow his "personal" car to go to Target and get cleaned up for the dinner. Car was done as I was driving past the service center, so I swapped cars and barely made it to dinner.

I would have had no problem had the CSR been more upfront about the time frame. I will not ever recommend this place. And I'll certainly never schedule service on days with important events.

We had the pleasure of purchasing a 2020 4Runner Night Shade Limited from Darren.
Great experience! We were very happy to drive all the way from Lansing for such a great experience. We'll be buying our next vehicle from Toyota of Grand Rapids too!

Very happy eith 5he service on my Rav4. Mandy Merritt was very helpful and informative.

I have had my Highlander serviced at Toyota GR for over 10 years. Ben Dekruyter has always been the one to help me! Great guy, great service! Always very friendly, helpful and on time!

The service advisors Bruce and Cooper @ Toyota of GR are terrific. Those are the only service advisors that I let schedule service on my truck. I highly recommend them.
Sept. 2020 update - Bruce Diamond is the best service advisor I have ever worked with. He always keeps me informed during in progress repairs and any preventative maintenance I should do so I never have unexpected mechanical issues with my truck. I continue to highly recommend Bruce Diamond for any of your Toyota service needs.

Quality work...Great price
The service writer is the best I have felt with at any dealer

These people were awesome. They treated me like I was a relative, not a customer.

I thoroughly enjoyed my experience at Toyota of Grand Rapids. This was my first experience leasing a car and our sales associate Joe Booher walked me through everything I needed to know and helped me get a few great discounts.

Aaron had a great attitude and worked with me to find the best solution available for my circumstances.

I brought my Lexus RX 330 into Toyota of Grand Rapids because the heater wasn't heating the passenger compartment. Ben Dekruyter got my car right in to find out what was the problem. They found that the radiator was leaking as well as the water pump. It was nearly time to get the timing belt changed so that was taken care of at the same time. Ben kept me informed of the progress and I was able to have the car back the next day.

Over the years I've dealt with a number of people in the service department at Toyota of Grand Rapids - most recently, Brad DeMott. A couple weeks or so ago I had some repair done on one of our vehicles. The initial repair was made, but there was one other thing which I thought was related and thought should have been addressed at the same time. When I subsequently raised that issue with them, how did they repond? They called and offered to do the additional work - including parts - at no charge whatever to me.

Pretty pleased about that!

The service is wonderful--from the front desk to random office workers, everyone was very pleasant and treated me like a person instead of just a customer. The atmosphere is comfortable and hospitable, with free wi fi, good coffee, popcorn, and couches. They explain everything thoroughly as well with no surprise charges. I don't go anywhere else for service!

I had set up an appointment for a tire rotation, being told when I got there that it would be quick however after 1.5 hours of waiting I went to check. Was told there had been other people that came in that needed a flat tire fixed or other pressing matters. This wouldn t have been an issue if I didn t have somewhere to be, it was almost 2 hours after getting there for a tire rotation before I left. They did a good job but why make an appointment if people can just move ahead of you if there are more pressing matters?

I had an issue with my brakes on Thursday and had my car towed to the Grand Rapids Toyota dealer. They worked hard at diagnosing the problem and kept in touch with me until I was able to get the car back. I will continue to take my RAV 4 yo them for service.

very helpful from Agim Selimi on 12-11-2019, thank you

Ron Jones in service is a Rock star! Very fair and understands customers needs. If you need Toyota service in Greater Grand Rapids area... seek out Ron... THANKS AGAIN!

My contact with Bruce Diamond was very helpful. He answered my questions, explained in detail the maintance plan, and was courteous and attentive.

Nice showroom, clean facilities and good well informed staff. Great experience.

I got a problem with my sienna 2011 more leaks and some more, I went Toyota grand Rapids 2555 28th. These guys are awesome, they know what They doing well, I got my answer in 3hrs , no more leaks no more problems, thank you guys I ll always trust you

I be not been there often, but I was treated well and was given answers to my questions. There are no issues with the work done.

Staff was knowledgeable and made sure the job was done right

I own a 2008 Toyota Avalon which I have serviced at Toyota of Grand Rapids. They have been my choice since I purchased the vehicle in 2010. Vern Hall is my service rep of choice. He has always been honest and very helpful with any service needs deemed necessary on the vehicle, which have been very minimal.

They've stuck to their appointment times and I've paid less than my coupon for an oil change. They've done right by me.

HORRIBLE PLACE TO BRING YOUR VECHILE FOR REPAIRS. The first initial appointment I had asked for the car to be checked over and I had brought the vehicle in with a check engine light, and traction control light on. I also told them I thought a wheel bearing was bad and it should be covered under warranty and anything else they had found to be covered under warranty. They looked it over and called me and told me they will call the warranty company to get things covered and I could pick up the vehicle so I picked it up and the next day was told to bring it back because they had the warranty company coming to check over the vehicle for repairs. They had my vehicle 2 days and I picked it up after the inspector came. I then scheduled my appointment and dropped the vehicle back off and picked up the rental. Once my repairs were done I picked the vehicle back up with no only the traction control, and check engine light still on but now my abs light is on. I called and was told if I wanted those things looked at I would have to pay a diagnostic fee again. I then looked through my paperwork and it said that I didn't want those things fixed and my abs light was on when I had dropped my vehicle off the very first appointment. So not only was my time wasted and the risk of losing my job to go there 4 times, my car came back with a problem and they lied on the paperwork. I will never be using this company again and I hope no one else gets ripped off by them

Your team did a good job in servicing my Prius the other day.

Here s the deal on why I gave Toyota two stars, which is unfortunate because my family has gone through this Toyota for years and years. Ive heard nothing but great things about this location, so I decided to buy my newer car from them. Don t get me wrong, Kevin was awesome (maybe its because he s a salesmen) but he led my in a direction to a car that I wasn t even looking at, and one that I fell in love with. My 2011 Nissan Rogue. I haven t even had this car for more than a month and I ve had to drop about $1500 on it out of pocket. The day after I took the rogue home, the passenger side tire popped and was grinded down to the rim. I ended up having to replace all four tires, THE DAY AFTER I BOUGHT THE CAR. I called Toyota to see if they would reimburse me or help me out for this payment and Kevin pretty much said sorry, can t do anything about it since I drove it off the lot. Which is understanding, since I know the paperwork that I signed when I took the car. I thought all the troubles were over and done with after replacing my tires, but then I was told from an employee from discount tire that I would need to get an alignment, which was another $90 out of pocket. I brought my car in to get an alignment at belle tire, and there was ANOTHER problem with the rogue that delayed the alignment appointment because now they found a broken ball joint on the passenger side. (Which was the cause of the popped tire) that was an additional $100 out of pocket.
After all of this, I had about two weeks of freedom with my car with no issues. A day ago, my AC went out. Can t find the problem so I had no choice but to bring it back to Toyota to check out. Not only is the diagnoses $140 out of my pocket but when I got to my appointment today (8/29/18) at 10:45am, I was told that my appointment was going to be delayed and my car wont be diagnosed or fixed until probably 5 hours at least. I had two children with me and no option but to just come back and drop my car off for the night. It was a complete inconvenience and dissapointment that I even wasted my time driving down 28th st for an appointment that just got cancelled when I got there.
I hope the sales and maintenance employees start checking out their used car selections more closely so that this doesnt happen to someone else. I purchased a newer car for personal reasons and the idea that I wouldn t have had to put so much work in it since its a 2011 and it came off of the lot.
I wish Toyota lived up to their good reputation, but they didn t.

*UPDATE
I went back to Toyota on 8/30/18 to talk to the service manager (who was pretty nice).
He understood the issue, but sadly there was nothing he could do about it. He gave me $100 i store credit.

Ron was enthusiastic and helpful at the Service Department and my car was serviced quickly.

Staff was friendly, but ordered wrong part and delayed pick up by a full day. No consideration was given for the inconvenience...

28th Street Toyota is awesome. Brian Foster, Sales is great to work with. These guys care about their customers

As always Cris Hammond goes above and beyond to accommodate. Not only is he professional and knowledgeable he is friendly and enjoyable to work with. We live much closer to the other Toyota dealer in town however, are willing to do the drive because he provides consistent and wonderful service!

Made an appointment, and had a 10,000 miles check, a guy told me that should be ready 45 mins to an hour. End up 2hr and 45mins

Went in for an oil change, and was told that my tail lights and fog lights were out and they wanted to charge $30 per bulb plus labor. I said no thanks. Turns out my car does not even have fog lights and my tail lights are working just fine. I don t know if they just had a mix up or if they were intentionally trying to charge me for unnecessary work, but either way I am very disappointed. The light that was out (turns out it was the parking light) was a $7 bulb that I was able to change in 5 minutes.

Edit: They contacted me about this experience and looked into it, which I appreciate. However, they said that there is no record showing that they suggested replacing the lights. They either have bad record keeping or have dishonest employees. I will be going somewhere else from now on.

Edit2: I went to a tire shop to get new tires and they told me that the tires (the ones that were on the car when I bought it from Toyota GR) were way over torqued and recommended me to go to the shop that installed them. I did not want to go back to toyota GR so I asked the tire shop to try removing them despite the risk of breaking the lug nuts. Thank goodness they were able to take off the tires with only one breaking. My previous complaint was about the service, and now I know that the quality of work is also questionable.

Always had a great service here accept last month. Had some work done and the tech forgot to tighten one of the part, had to come back because the crank noise when we backed up. It was inconvenient but oh well.

About 2 hours after I left your facility the check engine light came on again

I was on my way to an appointment at the Mazda dealership. Convinced myself that a cx5 was my next car. Instead I decided to pop in and just look at a Toyota. I m so glad I did! After driving a RAV4 the Mazda seemed clunky and cheap. I am so happy with my Platinum RAV4!

Friendly and quick, a little busy and hard to get a hold of at first but once I got the appointment for service set it was a good experience

I waited over 1 1/2 hour for a oil change and tire rotation. Also my controls were changed I.e like my lights were turned off. Wish they would leave as they found them.

I always feel well taken care of at Toyota of Grand Rapids. Trust the expertise of the staff completely. Drove three hours back from my summer home to have the check-up done here rather than the dealer up north. A matter of trust.

The team I dealt with at Toyota of Grand Rapids were outstanding. From the time I made my appointment to the time my vehicle was ready to be picked up, they were were always within reach and helpful.

Thank you Toyota of Grand Rapids.

Phil T.

My Sales Advisors, Jon and Sean and the General Manager, Mike, worked very diligently to help me get the deal I wanted and needed. I am so very excited to have the car I want and have now and the service was excellent! This is the best service I have ever received from a dealership! Thank you!

I had a great experience working with Ben Dekruyter. He kept me up to date on the job being done, and we made our target date, so I could have my vehicle back on time.
Professional, no nonsense. Back on the road.

I live in Hastings and I came Grand Rapids to get my car work done they said three hours I checked back in three and a half hours and it wasn't done and it hasn't even been started yet. I took my car and left they called me back two weeks later and said they will send a guy out to pick it up. That was very kind of them. I'm still out gas twice running into Grand Rapids but at least my issue was resolved. Nice people. But a very busy place

I have never Truly been to a better dealership and had such great service!
A little over a year ago we stopped by and I liked you guys then!
Sean Bier-Hobbs was our Dealer and he did a great job finding exactly what we needed for just the right price!!!!
I can truly say Toyota of Grand Rapids is one of not the greatest place to stop in and trade up for a better vehicle for you and your family!!!!

Quick service for a recall repair. They knew what recalls needed to be done and found I had 2. Service area was clean and well organized. Friendly shuttle service provided. Team member assisted me from the start of my appoint all the way to waking me back to my car to ensure everything was good before left. Thanks Toyota!

As always great experience ! Top shelf people and I highly recommend them for your service needs !

Service department is helpful and reputable. The "courtesy" driver is ruder than a New York cab driver. Unless you absolutely HAVE to use the shuttle, make other arrangements.

Simply put, walked in and was greeted kindly and with humor....not aggressive and "in your face" like most places. This place kept it simple and forward...I explained what my payment level was, what things I liked and disliked, and was never pushed in another direction. I appreciate this because my time is valuable and I don't want to waste it being dragged around. I do NOT like to feel like a "target" like I have in the past....I cannot express how professional, yet friendly and easy my entire time here was. I actually felt like I got a sincerely good deal...the managers are funny and laid-back...and you don't feel like everyone is "skeeming" in a closed office. My Sequoia is awesome...thank you Tof GR!

Needed a key for my Toyota. Went in and was able to get the keys I needed in about 30 minutes.

James Zellinger (Sales), Terry Madison (Finance), and the entire Toyota of Grand Rapids team went out of their way to take care of us before, during, and after the sale. We appreciate the great service and will be back when it s time for new wheels some day down the road!

From the time I arrived until I left Chris Hammond kept me informed about my car. He was very respectful and kind.

Everyone is kind and helpful, answering all questions. They have an efficient team and take good care of my car.

I was pleased with the service and my car was done before I knew it. Thank you for being open and thank you for sanitizing my car, an extra precaution during the pandemic.

I recently had my Sequoia in for a routine oil change, new tires, and alignment. The cruise control system was not working correctly and this was added to the work list. Diagnostics determined that the cruise control radar sensor was bad and needed to be replaced.
After replacing the sensor the technician was still not able to make the system work properly. Since this process was involving much mor time than predicted and the repair was covered under warranty, my service advisor, Ron Jones, provided me with a loner vehicle . It was determined that the replacement laser sensor was defective and a new part was ordered. Meanwhile, Ron kept me updated on the situation progress from beginning to completion so that I could plan my activities accordingly.
This is the type of attention to service I have come to expect over the more than 25 years I have done business here.

Checked out with Vern Hall. My Toyota Rav4 appeared to be thoroughly inspected which is what I wanted and I received a call that my vehicle was done at about 9:00 AM, so service was timely. I will be returning for service.

Bruce Diamond has been my service writer numerous times and he is so competent, friendly, and knowledgeable, going above and beyond to help you

Very poor customer service . I have been taking my car here for 13 years and have been happy till now. New service manager who was very rude when I asked to speak with him after waiting 3 hours after my scheduled appointment time just for them to look at my car. No apology and told me things happen. Well you just lost a very loyal customer. Also lost my future business when buying a new car.

We checked out the dealerships from GR, Holland, Battle Creek and Kzoo. This was the only bad experience. Ended up getting a Tundra from Battle Creek due to their inventory on used trucks.

First, we were showed the wrong truck. Perhaps an honest mistake, but it left us feeling as though they were trying to sell us something we didn't want.

The salesperson then said he could do a certain price. We countered with our bottom line. Then an assistant manager came over and said he couldn't even do the price the salesperson offered - hey Toyota GR - get on the same page already.

The assistant Manager ended up trying to sell us the truck based on monthly payments - who buys a vehicle just on monthly payments alone??? Nice try.

The assistant Manager then tried saying he was sending the vehicle to auction later this week if we didn't buy it. Sounded like a typical sales tactic that would be used by a sub-par dealership.

I know we might not be the typical clientele that steps into this dealership, but when we told the assistant Manager the bottom line we were willing to pay for the truck, he jumped out of his seat and said, "I guess we are done here". A simple, "We can't match that" would have done.

Want to try and purchase a vehicle and leave feeling like you are dog meat? Try this place.

Sales Department provided an extremely pleasant purchase experience. Emmy always has a smile on her face and is very easy and pleasant to deal with. Upon servicing the vehicle we initially had some issues but Adam B. reached out and was able to solve the issues. Will definitely visit the dealer for another vehicle in the future.

The servicr was outstanding from the time I made the appointment until I got the call that my vehicle was ready to be picked up.

My service tech was friendly and got my Highlander right in and out.D Jones was his name great job!

Pretty scummy sales-people at this specific location. No accountability.

If you just change the oil, you have to wait for an hour and a half. It s too late to go to work. I feel that this is inefficient.

A word of caution about getting your car serviced at Toyota of Grand Rapids. The Service "Advisor" gets bonuses based on the amount of service he can get you to do.

You come in for A & B, then suddenly the SA tells you that you need (in my case) C, D, E, and F done.

All the SA's are men. (At least, every time I've visited.) I'm a woman. I feel that plays into the "recommendations." It's a very uncomfortable feeling, and an uncomfortable position to be put into when the SA is suddenly listing thousands of dollars of additional "recommended" repairs.

I am not trying to imply that all of the Service Advisers are as pressuring, but I feel strong enough that I will insist on a different SA if (IF) I ever come back for service.

Please, if you're elderly or female (or a non-mechanically inclined male), proceed with caution at this dealership.

TOYOTA OF GRAND RAPIDS - A few months back, we worked with Brandon LaFrance regarding details for a possible truck purchase. Even though we did not purchase the truck at that time, Brandon went above and beyond to serve us. Although I'm sure he was disappointed not to get the sale at that time, his mature response has earned him my respect. I will be sure to return to him to check Toyota options before purchasing any future vehicles!

I scheduled an appointment a week ahead of time for an oil change at 3:15, it was stated via phone that my appointment would be 45 minutes to 1 hour. I showed up at 3:13 and checked my highlander in. During check in the representative again told me it would take about an hour. I checked back with representative via text for express care after 1 hour 20 minutes, 15 minutes later the rep responded it would be 15 minutes. After 2 hours and 3 minutes the rep let me know paperwork was being printed, and 10 minutes later my 45-60 minute scheduled appointment ended after 2 hours and 13 minutes. That is not my normal experience there but totally ridiculous and unacceptable. Debating on my continued loyalty to driving from NW Grand Rapids to Location.

Drove out to GR to look at another vehicle at another dealership and was sadly disappointed. We decided because we drove 2 hours that it be worth just test driving vehicles we d potentially be interested in some day. We stopped by the Toyota if GR and met Victor and our day completely changed. Really appreciated his non pushy sales, his transparency about what was available, and keeping to our budget. Being in sales myself, it drives me nuts how often bad choices are forced down people s throats. This WAS NOT the case here. He listened a lot and let us make our own decision. We ended up with a vehicle that we re very very pleased and happy with. We will be coming back and making the drive to get another vehicle there one day.

Quick, quality place to get your car taken care of with friendly service. It has a comfortable waiting area, but a lack of plugs makes it difficult to get much work done.

Was taken care of right away, no waiting to be helped. Service was completed in less time than I expected and I was on my way.

I had a great car buying experience at Toyota of Grand Rapids. When I started my vehicle search I was a little hesitant to deal with new dealer in a new state, having already purchased 5 other new cars I knew how the dealer/sales person game works. I first reached out on-line chat to get a feel and got a prompt reply from Pamela Bradley, she answered all my questions and followed up if there was anything else she can help me with. I then reached out to Trey Yarborough, his knowledge of the vehicle I was interested in and contacting me promptly when one arrived on the lot was much appreciated. It was a stress free buying experience thanks to Trey.

Awesome service! Kept communicating throughout my appointment to keep me up to date. Thanks Cooper and everyone at Toyota.

Generally my experience with Toyota of Grand Rapids is positive. However the last time I visited was a different story.

I want to give them slack given the pandemic and lack of staff, so take that into consideration as you continue reading...

The last time I visited, they called me in to schedule my 20K mileage checkup. Later I found that my car wasn t even at 15K so I feel like I wasted my time.

When I got there I waited for a bit, then a guy finally approached me with an iPad. I pointed to my car, told him I had an appointment, and handed over my keys. He took them and went to my car without saying anything else to me, leaving me standing there awkwardly.



About 15 minutes went by and I decided to call them and let them know I was waiting in the parking lot and to call me when the car was done.

An hour passed (typically for these checkups I m in and out within 30 mins). I called to check to see how long it would be and they said it would be another 30-45 minutes and said they d call when it was done.



Once we got back I found my car waiting for me in the lot. No call. I had no idea how long it had been there. I went in to get my keys and as I was standing in the building I finally got a call. The woman told me the person who was handling my car left and just left her with the paperwork.

I was displeased with how long it took and the lack of communication during my last visit. I was also disturbed to see one of their associates helping people without a mask (it was down around his chin as he helped 3 different people).

Again, typically I have better experiences here and I want to cut them slack given the pandemic, but the last visit was a stinker to say the least.

Brandon LaFrance is a superb salesman, no pressure, excellent follow up and communication, I would strongly encourage my friends to utilize his services.