Toyota of Grand Rapids Review

My wife was the first one to deal with Darren Harrold at this dealership. She does NOT like cars salespeople or car dealerships as a rule. Darren broke that rule. He was full of information, answered her questions but did not fit the mold of a pushy salesman trying to sock it to the customer. She was so happy that I went in a year or so later - same experience for me.
I just got my 2nd car from Darren - I would highly recommend him to anyone looking to buy a car. He actually gave me a heads up on a Toyota program with incentives that has me driving a brand new 2015 Prius 2 for LESS $$ than my 2012 Prius C. Newer, bigger car for less money - thanks Darren.
Also very happy with their service department - had them do all the service on my 2012 and have never had anything less than friendly, professional treatment. Five Stars.

Service team was friendly and answered my additional questions and showed me how to complete a specific function.

I appreciate the treatment I received in what seemed like an impossible situation after losing my keys. Thanks to Jim, the service advisor and the mechanics and the reasonable charges in spite as the difficulties.

Great waiting room and space for kids and kind, apologetic staff for what seems to always be a much longer wait than estimated, every time I go. This most recent experience was an all time low. I had a 5month old and 3yr old with me for a scheduled oil change. I arrived 10minutes early, requested a shuttle and removed car seats from vehicle. I was discouraged by service attendant from taking the shuttle your vehicle should be done in 40 minutes and the shuttle is 20 minutes away and very booked today . I waited in the kids area for 1.5 hours with no response or updates from service attendants despite reaching out via text service they use and calling the service department (my technician was away from desk). I took my two young children into the service garage area and waited for someone to update me at the 1.5 hr mark and was told apologetically that we have no idea what happened but your car hasn t even been started yet. We will get it next up and it will only take 15 minutes. 25 minutes later I again took my kids and car seats back into garage area and just stood waiting until my car was finally brought to me. Staff was very apologetic and provided me with a free air filter but it was still a really hard experience with young children. I should have pushed for the shuttle- I have yet to have car work done in the estimated time they give me even when it is scheduled months in advance. Lesson learned- plan on at least double the time.

I found Michelle to be a wonderful service rep. Everything was done with efficiency and a pleasant professionalism. I would not hesitate to recommend her or this dealership to anyone needing service for their car.

Jeff was the best. I just walked in and he greeted me right away. He explained everything and asked if I had any questions for him. Jeff told me it would it would take about 30 to 40 minutes and he would come to get me when the car was ready. He came to the Waiting Room about 30 minutes later with a printout of what was done and what I should think about doing next. It was such a great experience and Jeff's Customer Service was outstanding!

The service center guys and ladies are very nice and helpful. Although, I was told my service would only take 30 minutes but instead it was almost 2 hours. I would really appreciate being told it would take 2 hours instead of the other way around.
It s not the first time I have waited a long time for just an oil change.

A very good experience as we were just looking at the time but the salesman and the sales manager made it easy for us and we found the perfect RAV 4 from dealer stock! We re very happy...

leasing a Highlander from Toyota of Grand Rapids. the Service Dept. is the worst I have ever dealt with compared to other dealerships in area. Schedule an oil change and it takes 2 hours. Order a part, forget to place the order, waste time and effort. if service is important to your car purchasing decision - don't bother with Toyota of Grand Rapids

Got a last minute appointment for an oil change and tire rotation, which I appreciated. But having oil changes with two cars many times, this one took much longer than usual.

Bought our car from Toyota of GR 4 years ago & took advantage of the $10 for life oil changes from the beginning.
About 2 years ago, they left the oil filter so loose it leaked quit a bit in my driveway. No big deal, tightened it & let them know.
Then May of this year, we had oil changed, drove about 40 miles & it leaked about 2 quarts of oil within 45 minutes of us sitting in a restaurant (had about a 6' puddle under car), checked the dipstick & it was still over full. Drove it home, drained oil & it still had 2 quarts more than maximum capacity. Now the car leaks oil regularly, we brought it in right away and explained what happened, but they were like yeah, okay....
Will NEVER have service done at Toyota of GR again.

I bought my Yaris here in January of 2007 and it's been a great little car with a fairly low maintainance cost. I have frequented their auto center for oil changes and I regularly recieve excellent service. Informative but not pushy, that's what I appreciate.

I was very impressed and satisfied with the level of customer service from Michelle. She was very thorough and helpful! Thank you!!

9/10/13: I recently had my 2012 Camry in for front bumper painting that was under warranty. I'm thrilled with the results. The service dept at Toyota of Grand Rapids (Ben DeKruyter) has always been helpful and respectful and fulfilled the needs of my Toyotas.

My car has a moldy odor coming from the AC that couldn't be found by technicians. This smell is not caused by anything in my garage, where the car is parked each night and during the day when not in use. My 2002 Toyota Camry has the same problem, same smell. That car was sold to my brother when I bought my current 2012 Toyota Camry and the 2002 still has the same smell and problem.
I believe it is something within the evaporator drain that is a problem with many Toyota Camrys. Ben is the best and he tried hard to duplicate the smell and could not. However, in our tests, no matter if we leave the car out or in, the smell is there. Same with the 2002 Camry my brother now has and I had that problem for many years with the 2002. I'm disappointed that my new car now has this stink.

This is the dealership where I purchased my car and the only place I will go for service. Staff is always courteous. Anything I need to know is explained so I understand ...I am not a mechanical person so I appreciate this. I really enjoy the waiting area - yup who enjoys waiting? Me when there is a quiet room. They also have a traditional open waiting area and an area for people with kids. They always get me in and out within the time frame estimated.

The pros: I like taking my Camry to Toyota of Grand Rapids. Everyone is very friendly and knowledgeable. Great oil change price.

The cons: Prices of parts are too high priced. $40 for a cabin air filter? I just bought a 3 pack on Amazon for $20.

Thank you,
B Lomonaco

Working with Ben was nothing short of outstanding! I was in desperate need of a same day appointment and he worked me in even though they were booked solid. I will have any future work done at Toyota of GR.

We could not be more pleased with our experience at Toyota of Grand Rapids! Our salesperson, Manny Morales, was kind, polite, very helpful and extremely attentive to our questions and needs before, during and after the purchase. He helped us feel at ease with what could otherwise be a stressful experience. The other employees were also friendly and eager to assist us upon entering the facilities which, by the way are remarkable,- including both large public and more private/quiet areas for those waiting for service work to be completed. Our sincere thanks to Manny and to Toyota of Grand Rapids for a very positive car-buying experience!

The gentleman who assisted me throughout my repair process was genuinely helpful and wanted to make sure I understood every step of the way, however I am knocking one star. This is because I firmly believe in having customer service employees that TRULY care about their customers: I believe I experienced this with my service rep; however, upon witnessing another service rep answer questions for a lady who asked very politeley, I caught that after the lady turned around and started to walk away, he turned to another employee and rolled his eyes and expressed annoyance with the lady he had just helped. He managed to do it too in full view of us customers in the waiting room (I'm just the one that happened to notice him along with another customer sitting next to me). This rubbed me the wrong way and is not what I have usually come to expect of the employees at this establishment. I probably would have given 5 stars otherwise.

Helpful, responsive, and knowledgeable. The process was exactly what I was hoping for and I m beyond happy with my new truck. Erik is the man!

Bruce Diamond in the service department is always helpful diagnosing a problem I may have (which isn't often) with our Corollas. His 20 years of experience at Toyota of Grand Rapids shows and I always trust him to not steer me in the wrong direction. I've been going to this dealership since 1989 and have always had our Corollas serviced here.

Thank you for your service,

Steve Carlson

Ben Dekruyter at GR Toyota always takes great car of us. Thank you Ben!

Ben Dekruyter behaved professionally and kept us informed. Our main purpose for bringing the car in, however, was for an airbag replacement, and after returning to pick up the car (other repairs were made), we were informed that the parts were on order and wouldn't be available for five weeks. Disappointing that we weren't informed of this when we made the appointment. It's inconvenient to have to return for the service we were hoping to take care of in the first place.

Not very satisfied. Friendly and nice but diagnosed the problem incorrectly. Assured me my acceleration problem was solved by moving my floor mat and it was safe for me to travel back home to Bay City. Service tech actually told me my car was in 'great shape' Ended up stranded twice on the expressway coming home. I paid them $135 for nothing. I love the Toyota brand, but Toyota of Grand Rapids failed me.

Aaron was absolutely fantastic! From the time I checked in until the time I left, he kept me in the loop on the progress, the costs, and the estimated time of completion. Appreciate your professionalism!!

As always Bruce helped me with my tire issues and explained in detail the problems. I keep buying Toyota s since I know I m always going to get great service.

The service techs got me in early, and did my 20,000 service quickly. I always get taken care of very well.

As of today 11-02-20
Very pleased with Seth's help on my windshield fixing the stone chip.

Other than that you have so lost my confidence in your business.

2 times in for a very simple oil change and both times my car has been damaged. Today I asked you to correct the damage from the first visit. Well I dont know if that was corrected or not, because you damaged the back quarter panel by backing into another car! Un freaking believable!!!

I am not happy with the service I received the last 2 times my car was serviced at Grand Rapids Toyota.

My car was serviced on 7/3/19 and my hood was not completely closed at the the completion of the service appointment. I did not notice the the hood was not properly closed until I got home.

My car was also serviced on 1/21/19. My tires were rotated and one of my my hub caps was not securely reattached. A couple days after my service appointment, my hub cap fell off and was lost. I did mention this when I took my car in for service on 7/3/19, but nothing was done.

Also, at my service appointments on 1/29/19 and 7/3/19, my next service due sticker was not replaced.

The above-mentioned errors are not acceptable. I should not have to double check everything to make sure things are done properly. And what about things that I can t check? How can I be sure about anything?

I have lost confidence in the Service Department at Grand Rapids Toyota.

Roberta Califf

Cris Hammond was great. Super friendly and helpful. :)

Brought my car in for an oil change and tire rotation. Next day noticed they forgot to put valve stem caps on. Had to go buy them. This leads me to believe that they rushed the job.

Get ready to have your time wasted. They wont listen to what you want. Also plan on backing up a lot with their horribly organized car lot.

Was in and out in record time . appreciate service like that

As always the mechanics do a thorough analysis of the fluids and various systems of my car. Vern Hall helped me with some snap fasteners on my radiator cowl. Very courteous and helpful.

Great Customer service! Nick Snyder was amazing and so very helpful!

Got me in without an appointment and took care of my car very well.

As always, the service was fantastic! I was greeted quickly and informed of all service options for my vehicle's mileage. I took advantage of the lounge during this visit and found it to be very comfortable. Coffee, nice chair and TV....... I was totally at home!!!!

Excellent service;good customer service.Pleasant employees attentive to your comments.

Very impressed with the service and care I received from Mr Ben Dekruyter he was very courteous in answering all questions and prompt in providing transport for us to go to lunch.

Petr Strakos was my salesman, he was excellent to explain everything and was very patient to answer my questions. He definitely earned my business, if I purchase another car in the future, I will definitely ask him as my salesman. I highly recommend him to anyone who wants to purchase a car from Toyota of GR.

Customer service is the bottom line at Toyota of GR. Even though I purchased a used vehicle of a different make, I was treated extremely well and in a timely manner.

Friendly service, but making jokes at your customers expense is never a good look. Nor is promising a "VIP Experience" with no back and forth between he salesman and the manager while not actually doing that.

They have been polite professional and on time they have treated me well the best truck I've ever bought I have been a Ford man all my life and I have switch to Toyota and I will never go back I will always be a Toyota man!

Always fast, friendly, knowledgeable staff. Third visit in last four months and no complaints.

I recently purchased a 2015 Tacoma from private party on the east side of Michigan. Went into Toyota on 28th street on a Wednesday for the frame recall inspection. Frame was inspected in less than 10 minutes and they scheduled me in that same week to apply the corrosion/anti rust compound fulfilling the recall. No out of pocket expense and was great to get it all taken care of within a few days. The recall service was an 8 hour process. Shuttle driver took me to work and picked me up once the job was complete. 5/5! Highly satisfied.

These folks are very pleasant and easy to deal with. Excellent waiting room while servicing of vehicle. Been dealing with them for years.

Quick set-up for my service. Good, helpful communicator at the desk.
"Really like the "Quiet Room". Short wait time.

Dan Harmon was extremely helpful and kind. He took time out of his busy Saturday to help me figure out a lease return for a client. His knowledge and willingness to help was above and beyond. I'd recommend this dealership.

Toyota of GR does the first 25K miles of maintenance free. My tundra was scheduled for a 5k mike oil change. They said it wasn t needed until 10k. At 7,000 miles they called and said they screwed up and it should have had one at 5,000. I also won free lifetime oil changes, I gave the service rep the paper to put on my file lone behold he never did and now they don t have record of it...

Service advisor Jeff provided excellent customer service to take care of a minor issue

Excellent service. The salesman Petr worked around our schedules for us and helped us in every way possible. Excellent customer service. I highly recommend buying your car from this dealership

Gim was a great help, a very good associate. I was in and out of Toyota in less time than he estimated, so I appreciate my time spent getting serviced. Thank you!

The service department (Ben) always takes great care of my car.

Had a great experience buying a Subaru Forester from Vern Johnson. He and Kevin were very friendly, helpful, and easy to work with. If you're looking for a new or used Toyota, I strongly recommend giving Vern a call - he's a good guy!

Great dealership with unusually low mile cars and a great selection.

I bought my Camry here 7 years ago and I still love it. I have had little to no issues with my car in that time frame. My oil changes are always done in about a hour and I am on my way and they are VERY reasonably priced!!!
. The service professional are very knowledgeable and definitely make you feel welcomed!

I took my 2006 Matrix in yesterday for service. I needed an oil change, and one tire apparently had a slow leak. Since I had not been a regular Toyota of Grand Rapids customer recently, I suspected that there were probably other items that needed attention.

The oil change was straightforward. The "slow leak" turned out not to be a leak, but an incomplete seal between the tire and the rim, due to corrosion. They also recommended a couple of other routine services which were overdue. All in all, the total bill was less than I had expected; the service was prompt; and the technicians were knowledgeable and helpful. I was very pleased, and I expect that from now on I will return for routine maintenance.

Al Luke was helpful and patient with us as we test drove several cars before choosing the 4Runner. The atmosphere at Toyota of GR is friendly and we never felt pressured into making a purchase. My wife spent 7 hours making sure we made the right choice.

Once again a great experience, fast and accurate diagnosis and parts ordered in 24 hours! appreciate all they do every time, not perfect but always improving!

The people were helpful and friendly. They kept me informed about what was happening and gave me the options on how to proceed.

I had my Highlander serviced it on Thursday 11/7/2019 and Ron who helped me explained everything that I should have done at 50k miles and things that I should have done at 60k miles. Ron was very professional. Maybe that is why I have had my vehicle serviced there since I purchased my car there

Always great service. Quick, friendly, all around great.

Toyota of GR service employees are very kind, efficient, and professional. The waiting area is comfortable and clean and offers free hot drinks and popcorn. There s even a charging station for communication devices and free WiFi. Part of the reason I always buy Toyotas is because of the wonderful service we get there.

Alex was an awesome salesman. He worked with us to get us the car we wanted for the right price! The finance department & general manager all went above & beyond our expectations. We are happy! Thank you!

My car had electrical problems and it needed serious hrs to figure out the issues.. Don in the service department patiently worked on vehicle. Ron and Bruce we terrific communicators and kept me updated. They got it fixed and for less than I thought it would cost.

Al Luke has been my Toyota guy for many years. That's because I trust him with this major transaction. I love my new Rav 4 , and the color is outstanding! The whole transaction moved along smoothly. And I was on my way in my beautiful new car!
Also , I can't believe how much smoother the ride is for an SUV , compared to my last SUV!!

Ron Jones has helped me with my 2010 Toyota Rav4 for over two years. He is always thorough and takes the time to explain any questions that I/you might have. He also will give you options on how to handle a situation with your vehicle. He doesn't demand that you do something and explains the pro's and con's of your decision.

He is speedy and organized and always gets me out in the time he says it will be. Ron is a good reason to buy your car at Toyota of Grand Rapids!!

The service advisors are great! The service schedulers are terrible! If you get off script they are rattled; they don t listen to what you are saying

We always have great service when we go to Toyota of Grand Rapids; not only do they do a great job mechanically but the service team is the best too. Bruce helped us on our most recent visit and he kept us advised along the way as issues were identified and we left feeling good about the condition of our vehicle. Thank again Toyota.

Dealer showed flexibility by taking my car 3 hours before the appointment. Also, had the vehicle done in about 30 minutes.

Service was excellent, as always. People were polite and courteous and I was in and out in a minimum amount of time. This is the only place I will let touch my Prius because they know the car, they know me, and I trust them.

Very pleased with this dealership. They have gone above and beyond in making my experience here a positive one. Will definitely purchase any additional vehicles from here.

I just bought my new 2020 highlander from the Toyota of Grand Rapids . And I m happy I did really friendly staff and helpful my man Cody it s a really nice guy and I highly recommend that place if you looking for car .. thank you guys

I appreciated the information regarding future service that is needed!

Quick and friendly service. Amazing and huge waiting area. Allowed me to pull into their service bay right away, since it was raining outside. A man was already outside of my door waiting to check in with me and get the process started. Best experience that I have ever had at a dealership!

Great customer service, very speedy service, bought car and have serviced here.

The operator / customer service representative was immediately rude when I called in over the phone. It made me think, "Do I really want to work with this person every single time I need to communicate with this place?"

Sean Bier-Hobbs was very professional and considerate. He is the reason we travel 125 miles for service on our Avalon.