Toyota of Grand Rapids

I stopped in the dealership for test drive with intent to purchase a used vehicle. Salesperson, Sam Yost, was very helpful & knowledgeable with assisting me with a vehicle I was interested in purchasing. Great test drive. Ready to buy. When the time came to discuss the purchase price - my customer experience took a steep decline. Sam was professional & informative of sales price and presented payment options. I presented a counter to the full retail purchase price. Not a surprise, the Sales Manager became involved in our conversation. I assume most car shoppers are familiar with the back and forth to land on a mutual agreement. The Sales Manager became quickly became testy and annoyed that I was not willing to pay full Retail/list price. To justify my counter, I showed the Auto Trader data of other like-vehicles (age, model, mileage) in our area, the Sales Manager became huffy and rude. All discussion halted. No counter offers. Sales Manager stormed off. Very unprofessional behavior from management. This is a perfect example of why car buying is sometimes unpleasant. I’ve been in sales and customer service for years. I’ve never treated a customer in such a manner. They lost my business and referral.

Darren Harrold is the salesman who was referred to me by a friend, and now that I have purchased a car through him, I would absolutely refer him to anyone who wants a personalized, caring, car buying experience!! On our initial phone contact, he asked me what I was looking for and shared information about a few cars on the lot, and on order by the dealership. I made an appointment to meet with him the following day……and an hour later he contacted me, as he had picked up on an excited inflection in my voice over one of the cars he had described, we discussed it further, and sight unseen, I put a monetary hold on it! My next day appointment had me test driving a same model car, I viewed pictures of the anticipated car, and signed in the dotted line for purchase! It hadn‘t been build yet, so he stayed in contact with me through that process, and contacted me immediately when it was ready for delivery! He was as excited for me, as I was for myself! The day I picked up my 2025 Pearl White Hilander, he again shared in my excitement and patiently talked me through how to use all of the features! Darrell comes HIGHLY RECOMMENDED by me, based on my wonderful experience!

Went in twice for scheduled recall service. Never got back to us about the rental car we requested as we come in from out of town. Both times the recalled part was not in. The second time they wanted to keep car another day so we could pay for another days rental. Really??? Talked to manager twice. Still waiting for apology but I doubt I'll get one. Scheduled oil change also takes a long time. I could mention names but I won't. Instead I'll turn to social media. Buying the vehicle there was a good experience but after spending all that money they don't seem to care.

I recently had the pleasure of working with Darren while looking for a vehicle. He along with the rest of the staff were very professional and made the purchasing process a pleasant experience. I would highly recommend Toyota of Grand Rapids to anyone looking for a vehicle.

Joe Adams and Victor took such good care of us. My wife had a wishlist for a 2024 4Runner and within two months she was driving exactly what she wanted. I have used their service department many times in past when we bought our Lexus from them and always been very happy with their service. 100% would recommend this dealership.

Before the sale was good after the sale poor... I purchased a new Tacoma TRD Pro and purchased a lift kit for it. They are supposed to put it on for me to keep the warranty good. It took two days for service to call me to let me know they could order it. He was supposed to call me the next morning to let me know when it was coming in and schedule it for service to install it. They never called the next day so I called him and left two messages and even contacted the sales person and no one got back to me. I felt like they were ignoring me..The following day I called sevice at noon and found the kit was there all ready. I tried to contact the service guy one more time with no luck so I am just going to call myself and schedule it with service. I feel like I do not exist after the sale. All they have to do is call, text, or email and say we are busy or I will get back to you asap. Anything but it has been total silence. Not happy about this at all.....

I buy car in this dealer ship and they says i have 5 oil change free what is great , now if you need to do appotment they schedule you in four weeks and if you com on appotments you have to wait 2-4 hours. That is joke will be newer back i go to Vavoline oil change waiting time is max 10 min.

Excellent service center for Toyota. Attentive, professional and very caring service staff, excellent technicians and master techs. Your car in safe hands. Speedy turnaround too.

Grateful for Service done on my Highlander 05-23-23 and Kyle Kohl the Service Adviser.

Took 2 hours for an oil change. They didn’t greet me when I came in for my appointment, had to wait to be greeted and felt completely awkward standing there. My tire had a slow leak they said they didn’t have time to fix it and then they didn’t turn off the maintenance alert so I have to figure that out. The update texts came late after 1.5 hours of waiting. Not impressed.