Toyota of Grand Rapids Review

The representative from Toyota's warranty division treated my husband and I with total disrespect, calling me a liar when I explained my issue with my leather seat on our 2015 Highlander. The customer service of Toyota USA did nothing to remedy my problem with the leather and blew me off. Shame on Toyota's lack of customer service

Very helpful service associate. Service was quicker than expected. Great waiting room and very accommodating for my kids. Even good coffee to enjoy while you wait.

Oil changes always take an hour and 15 to an hour and 45 minutes for me, which is a little bit longer than I would like. Other than that, the service is good and the management is good.

Ben Dekruyter is so professional and patient. So every time I go to him. He always thoroughly explained the problems, then he found out the solutions for me. I really appreciate his work.

Ben was our service tech, very friendly,very knowledgeable. Helped us with a transmission problem. Will go back for regular maintenance safer than quick lubes.

Of course, nothing beats a Toyota!!!! Toyota of Grand Rapids staff were wonderful!! Kyle was very knowledgeable, professional and absolutely had great customer service which came natural to him. Jay was equally helpful in explaining the contract and services available to me and could not have been nicer. This is my second Toyota but the first time I've worked with Toyota of Grand Rapids. I would highly recommend both of them and look forward to a long association with both. Nice job!

On time service
Older car with low mileage....they understand to be a bit more careful in their checking of parts etc
Caught a problem, before it left me on the side of the road.

Ben DeKruyer has always been courteous, clear in his explanations, and I always feel he's working to help me and keep me safe. Thanks Ben for your customer service!

I had my daughter's new to her Corolla in for an oil change and safety check. I appreciated working with service advisor Bruce Diamond and the technician.

My 100,000 mile service is coming up, so the service advisor shared the things that were necessary for that, but he also recommended further services that are not recommended by my Toyota Camry owner's manual. (They have been recommended before by previous service advisors who have admitted that those services aren't in the owner's manual. ) They also brought my engine air filter out to show me because he was suggesting it needed to be changed. My husband had changed that since my last appointment--quite a bit of it was still white. I know you guys are there to make money, but I hate having people trying to upsell me on things I don't need.
I also found that when I went out to my car, the person who had parked it had left the door open an inch.
One of the only positive things was that it only took them 40 minutes to complete the appointment.

It is always a pleasure working with Ron Jones at Toyota of Grand Rapids. They picked our vehicle up, addressed all of our maintenance needs while remaining in contact as to what was needed. The work was completed in a timely manner and our vehicle was returned promptly after service was completed.

We had our car in to be worked on. We were told that it would take about two hours. We sat in the waiting room until everybody left... except us. After 3 hours and 15 minutes of waiting I asked if anybody knew what was happening. They said that they were just finishing up. We waited another 15 minutes and the lady told us that they were test driving it. 15 minutes after that, we finally got called. So I looked at the receipt after we got on the road. They charged us $30 for the oil change even though our car has $10 oil changes for life. They also got the mileage in and mileage out incorrect. Not a good experience. Do not recommend going there.

I ve moved out of Grand Rapids since buying my Toyota Prius but return to Toyota of Grand Rapids every time I m home because I trust their service workers. I just turned over 120,000 miles and was assured that I have many miles to go before I sleep.

Just confused I guess. I was told when I bought my used Camry that I would get synthetic oil changes for the low cost. This was a selling point only. I know i can drive a lot longer on synthetic oil compared to a conventional blend. I found out that they switched back and forth a few times between the two. I think it would have been better just to stay with one type and let me know what it is. They now say i am supposed to have conventional only. It's good to not assume a certain service is actually happening. It's good to ask questions.

They were faster than promised, and I felt safe while waiting for my car.

Car was good but they will bother you until you buy it.

We had a great experience at Toyota recently. Paul Gruber made the sale possible because he was paying attention to the customer and he exceeded our expectations.

Used car stock was minimal and they attempted to pressure sell an undesirable vehicle.

I was told 30-40 minutes and it was done in 20. Plus, Jeff was super friendly and answered all my questions.

Great service, good people, been a customer since 2008!

We were inside for about 20 minutes and no one offered to help us. We looked at 3 different cars and salesmen were sitting on their chairs looking at us like we didn't belong there. Not sure if they're racist or just didn't want to make More

Michael Liggins and Jeremy Julian were super salesmen that put me into a beautiful Sienna van. Recommend both sales reps and the dealership for making purchasing a used vehicle simple and pleasant.

They were short-handed, but we re able to get my car done in one day.

Made an appointment same day of service and they were busy but I was done quicker than expected

I like when things are transparent, and guidelines are followed. Thank you, for your by the book approach. I will be back

Great service friendly and knowledgeable. Very satisfying

Thank you very much for your good service thank you again Toyota in Grand Rapids

First oil change: 3 hours. Tons of people just standing around, no customers.
Second oil change: 2 and a half hours after I arrived for the appointment they STARTED working on it. Going on three hours now.

First time purchasing a vehicle in the USA, very satisfied of the service provided me and the sales department was great!!! Very helpful and HONEST!! I recommend this place. Thanks to Brandon LaFrance!! He is a great salesman, he helped me along the way and showed me all that i needed to know about my new vehicle, from the engine to the brake system, he gave me all the info needed (and more)..... he even paired my phone for me! :)

Good experience, good people! Five stars!

Ryan Gile let me know about a recall for my vehicle and had my oil change completed in a timely manner. Thanks!

Bought my New Prius here, LOVE the car can't stand this dealer, went to Lansing.

Been going here for 15 years. Always excellent service!

Been with them for over 4 years. And not once had they disappoint me on the service they provide. Just wish they had more rental options when car is getting serviced like Lexus does

Bruce Diamond did an excellent job explaining what needed to be done on my Camry. Very satisfied with the service.

Nightmare experience. Staff was ill-prepared for my appointment. Completely unprofessional. If you value your own time and money, I d shop for a new vehicle elsewhere.

My family drives Toyota s but I can t imagine a scenario where I would buy from this dealership.

I was at the end of my lease on my Honda Civic, and was over miles and needed lots of help. The folks at the Honda Dealership (Fox) were not even willing to attempt to help me. I was shocked. I went to Toyota of Grand Rapids and was met with a positive, problem-solving spirit with NO BS! My Sales Consultant, Mary McCabe, is the most professional, effective and efficient car salesperson I've ever worked with. She quickly assessed and understood my situation and together with her team, put together a GREAT deal on an AMAZING new Camry, all for a payment that is very close to what I was paying. I could not be more pleased with this entire dealership!

Best service and service center ever! Mechanics and customer service team are amazing

My recent service at Toyota of Grand Rapids was above and beyond great service. The staff in the service department ( Ben and Mike ) in particular deserve high praise for their attention to detail and customer service. I highly recommend this dealership because even the best of vehicles need service. I think the service department is the most important department in any business!

Randy store manager followed through as promised and Toyota delivers again on great service with our Highlander.

We had an appointment and were planning to buy car, but our dealer was completing a sale with other people. Another dealer let us drive the car we wanted (a used Subaru), but he had an appointment so we waited an Hour for our guy to finish up... he came and apologized once, but did not offer another dealer. We finally decided to go ahead and see what Fox Subaru had. We ended up not only buying one Subaru, but replaced our Toyota Sienna with a Subaru Outback, too!

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....

Can t believe they drove my car and never questioned the maintenance light was on when they were done.

Preferable to any of the quick lubes I've visited. A pleasant experience.

I knew more about most of the cars on the lot than the sales person did. The sales person was new and genuinely a nice person but had no clue what I was specifically looking for which wasn't rocket science to begin with but I digress. I tried my best to be pleasant but when the sales person invited me inside to "lookup" the car I was looking for which to no surprise was a basic car search engine anyone could do it.

Needless to say I left awkwardly and a little upset since I wanted a toyota from my local dealer but did not feel confident to go into a major purchase at a dealership that will not properly train their sales people with the knowledge required to sell their cars.

Since that awkward encounter I have been contacted by this dealership religiously but now with a more aggressive sales person that has obviously taken the wheel so to speak from the rookie.

No thanks Toyota of grand rapids.

Had a wonderful experience at Todd Wenzel Chevrolet leasing a 2019 Equinox. Dale Shaub was the salesperson who helped and made it an incredibly easy experience. He knew all the features I might want and helped me narrow down choices. Loved my experience and my new Equinox!

Service on my highlander was quick and efficient. I will return for future service. Thank you to Cooper!

It took a little longer than expected, but we did add a few things on the to do list. Thanks Toyota of Grand Rapids!

I went to 8 other dealerships and was completely fed up with car shopping. I cannot stand pushy salesman, and just completely was turned off. Toyota of Grand-Rapids was 110% different. No hassle, no stress, no trying to push me into anything. I purchased a Toyota Tacoma and so far I am absolutely in love with it!!!! Nick did a great job and had a great personality to go with it.. Thanx guys. If you stand by your vehicles as well as you sell them You will have my repeat business again soon!!

I had an amazing experience purchasing my first vehicle at Toyota of Grand Rapids! I had the pleasure of working with Garry and Ed, they treated me and my Mom with respect that no other dealership had shown. They even answered my questions about vehicles I looked at elsewhere. I appreciated the willingness to work with whatever request I had and to really guide me through the process. I will definitely be back next time I look for a vehicle!

Cooper Diamond did a great job with check-in. Work was done quickly and done well. Thank you!

Bought a car here. Typical car buying experience. I got bombed with emails and mail to buy a new car 3 years after I bought my car. Service was typical dealer service. An OEM lug nut is $28? Yes, one for $28.

I waited 2 hours and 23 minutes for an oil change and radiator flush. My experience is that this should not have taken this long, maybe an hour, tops.

I was then told that the car had to burp. The only thing I can think of here is that cold coolant expands when driving and forces out small amounts of air in the system which then bubbles up in the bottom of the reservoir bottle. When the engine cools, and the coolant contracts, a small amount of coolant is drawn in to fill any voids in the system.

Since no miles were added to the odometer, I think my car sat while the assigned mechanic worked elsewhere and the excuse Toyota service department gave is gobbledygook meant to overcome objections.

I will continue to get oil changes there. I bought the car there and get a good discount, but for other maintenance items, I think I will go elsewhere.

My Camry has 100,000 miles and runs great. Toyotas are good.

First appointment wrong part had been ordered.
Called prior to second appointment and was told part had not been ordered. After talking with service rep in more detail they found the part was available and scheduled a third appointment.
Work was finally completed then charged double quoted price.

I bought a used Rav4 here and am quite pleased with the whole experience. Nick was my salesperson and Jay worked the financing. My credit scenario isn't perfect, but they pulled strings and I was able to get exactly what I wanted. They were transparent and knowledgeable. Very refreshing.

Very polite and efficient. Work was done in a very timely manner

Quick, effective, covered all my expected inspections, reasonably priced.

The employees are friendly, helpful and well trained. They answered my questions politely and thoroughly. The entire process was organized. Someone directed me where to park as I drove into the service bay. A technician met me, checked me in and directed me to a spacious, warm and clean waiting area. The cost of an oil change, tire rotation, and fluid and filter check was very fair.

Have schedule my free oil change and tire rotation covered by Toyota. For some reason I mark my tires location before I got there . After getting my car back they change oil but for some reason they did not rotate my tires . Don't get me started on oil change , they spill oil all over the engine and under . Not very happy . They don't return my call, no responds .

Luis helped me purchase a 2016 Corolla. I'm so happy with the car. Luis has been giving me great service each time I speak with him! Thank you so much!

Timely registering and not too long waiting for car to be serviced. Very polite staff and good listening skills.

They were prompt, polite and proficient. Highly recommend! A++

This location had good customer service and all the parts I needed in stock, however their prices were 3 times as much as another local dealer. I was able to buy the same parts for less then half. Not sure how they are ok with charging a higher retail price. If you can wait for the parts a half of a day I would look around.

I have only had Grand rapids Toyota handle my car for all its maintenance I appreciate their cleanliness their speed their accuracy and the employees are fantastic thank you very much

Excellent service provided by Mike Liggins. Helpful and knowledgable.

Great customer service. Always kept me update on what was happening. I will be taking my car here for everything.

Express service does not exist. I dread my every 5000 mile services because it usually means at least an hour of sitting there waiting and it s out on 28th Street because that s where we bought the car brand new. Love the van - not a fan of service

Minimal check in time. Service personnel wore masks which was appreciated. Service was completed in an hour.

Scheduled 0730 for service from service department for routine maintenance work but service dept. Did not open till 8am. The service department never called to say the appt time needed to be changed due to new hours. So I sat for 40 min. Waiting.

Mannu was awesome.. very friendly and very helpful..

I was extremely pleased with the service I received yesterday at the Toyota dealer! Ben Dekruyter had a list of issues to be checked with my Camry yesterday. The car estimate was reasonable with no hidden surprises. My vehicle was serviced in the time frame that was stated by Ben. Ben was very professional and courteous as well as the rest of the staff at this dealership. I felt that the the bill was fair in the pricing for the repairs that were done. I highly recommend this dealership for service of your vehicle.

Oil change was done in a timely manner and employees were curious.

My car is always well taken care of at Toyota of Grand Rapids. Bruce Diamond is great and I have worked with him for 12 years now.

Best experience I've had when getting a new vehicle

Just brought an Mercedes ML350 from here thanks to Tara from customer service department for all the help and especially thanks toTony for helping me out since the first time I came out to test drove the vehicle. If u need to get a car go see my man Tony.All the staff friendly here thank you guys I ll be looking forward to do more business in the future.

The sales staff is great, we've bought our last three vehicles here, but the service department is AMAZING!

Only came in for a "look see" planning on a future appointment but the service adviser Bruce Diamond said he could fix it as late in the day as it was and I could be on my way. Everything went as planned.

A great car place, but there are still some of those slimy-cars salesman guys here, so watch out. They almost towed our envoy because we kept it there for a week, (which they told us we could do) and it was out of gas and the battery was dead, so we didn't have much choice. Love our new 4Runner though, it's a really nice car, as long as you aren't a tech enthusiast, since Toyota isn't known for offering premium software or such.

I've always had wonderful experiences with the service center! Even when they're super busy, the staff is professional and thorough. They go above and beyond in customer service!

Ben Dekruyter was a pleasure to work with - friendly, detailed and made sure all went smoothly. Thank you!

I dropped my car off for a scheduled oil change. It took almost 20 minutes to give them my keys to drop it off. Lots of waiting & then went through a list of things that are due for my car. I told them I had a ride waiting for me.
Then, when I picked my car up later & turned the heat on it made this atrocious noise!!!! There was NO noise before. I saw on my paperwork they gave me that I need a cabin air filter & engine air filter. I am absolutely appalled that I did not get a personal call Or at the very least a heads-up when I picked my car up. Very disappointed!!!

Ben Degruyter at Toyota of Grand Rapids took excellent care of us. Getting our car in and out quickly. Great service.

Battery failed on my Highlander and I had it towed in late in the evening, and they had it fixed and ready to pick up by 10 a.m. the next morning. Have always had good service from GR Toyota.

Exceptional experience! Quick. Scheduling was easy. Attendant was very kind and considerate and recognized my handicapped needs.