Serra Toyota of Traverse City

I am writing to further detail my experience with Serra Toyota, specifically their maintenance department and service manager, both of which I believe to be dishonest and lacking in integrity. When presented with clear issues and even supporting proof of neglect, the dealership refuses to take responsibility, instead shifting blame onto the customer. For example, after having a brake flush performed, one of my calipers failed just a few weeks later. When I brought this to their attention, the response I received was that the failure was unrelated to the brake service and was simply due to a "bad caliper." No accountability was taken, despite the close timing and reasonable connection between the service and the issue. After I left a negative rating, the service manager contacted me—not to resolve the matter, but to defend the dealership’s position. As a token gesture, I was offered a $50 discount on an oil change, which turned out to be inapplicable to my truck. Another concerning incident involved a tire rotation. My vehicle’s onboard system displays individual tire pressures by location. When I picked up my vehicle after the service, the tire pressures and positions were unchanged—indicating that the rotation likely did not happen. Even the inspection report, which is routinely given at checkout, failed to reflect correct or updated tire pressures. The purpose of having supervisory staff is to ensure quality and accountability, yet this has consistently not been the case. After six years of doing business with Serra Toyota, I’ve watched the quality of service degrade significantly. I urge other customers to be cautious. If you express dissatisfaction or leave a negative review, the dealership may attempt to deflect blame with a phone call rather than offer a meaningful resolution. I strongly recommend handling communication via email in order to maintain a written record. Serra Toyota-where the customer is always wrong!

Deceptive business practices they take your personal information, including your Social Security number over the phone and string your long acting like they’re going to sell you the vehicle after you ask questions and then after three days say no we’re not gonna sell you the car while you’re a cash buyer Already bought the vehicle elsewhere. All we need to know is yes you’re gonna do the right away or not not take all our personal information in Miss Handel and nobody and higher management called us back while we left multiple messages

Excellent and consistent customer service. Vehicle serviced timely. I feel like a valued customer. Professional service team. Clayton always super friendly and helpful.

We had an issue with our car (Lexus) as we were driving to Traverse City late on a Friday afternoon. We spoke with Sam in Service and he was very helpful, telling us to bring our car in and they would take a look at it. When we got there, Kevin was the agent we worked with. He was very professional and within an hour the problem was fixed. Thanks for fixing a problem for total strangers on very short notice. Much appreciated.

Very easy to do business with them. They delivered everything promised and made the whole process go smoothly.

Great! Service was super fast and they didn’t try to sell me any additional services I did not need.

Kevin always helpful. Appreciate that a lot. Honest and friendly plus knowledgeable. Sometimes there's a long wait but he's always updates.

Awesome! Got us in quickly and was done sooner than expected. He definitely went way above our expectations.

Matt Echols was great to work with and explained the issues and what had to be done to repair my Tacoma. Matt showed great professionalism in his job as a Service Advisor and I Highly recommend him to all. Toyota Serra of Traverse City is a great dealership to take your vehicle for repair. Fair and Honest. Thanks you for your servicel

They followed my instructions and provided all the information I needed to make the necessary service decisions. Thanks.