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January 2024 by Adnan J.
Service needed: Recall repairs on a fuel line. Drove two hours round trip to appointment that was made two weeks ago just to be told to reschedule due to having too much fuel in the gas tank. This was not communicated when appointment was being made. My fuel gauge is showing fuel between 1/4 and 1/2 tank and they need it to be at 1/4 tank or below. I asked if they could drain some of the fuel and was told "No, draining fuel was not part of the recall." Service writer did not offer to drain fuel for additional labor charge, as I would have happily paid for one hour of labor. Only offer was to reschedule. I guess customer service is a thing of past and willingness to earn repeat business is not a priority. Do yourself a favor and spend your money with a dealership worthy of it. Emailed their general manager and service manager about this, no response as of 10:30am on 1/18/2024. Edit: GM and Service Manager have reached out and made things "right." They went above and beyond to make sure I was taken care off. Recall was completed without further issues.
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August 2023 by Pamela S.
I brought my car to this dealership to possibly trade it in, I thought I had finally found what I wanted in a dealership and a new to me vehicle. After they had brought my car to the back for their inspection, my salesman returned to say that the trade in value wouldn't be the greatest as he was told I have a bad head gasket (!?!?!) as the service guy smelled coolant while they ran it "the inspection" I was completely stunned by this news, My car has yet to have any leaks, coolant /overheating ect. issues with it.I drove straight to dealership after work, the car still ran great then. I told my salesman all of this, that I've never smelled coolant while it ran, I've never seen white smoke ect there was nothing symptomatic of their possibly diagnosis. After my salesman again went and spoke with whomever, he returned to say it could be just a coolant leak then, they would raise the value minimally now. I was still discussing terms with him at this point, and decided to come back the next day to have someone else test drive the vehicle I was looking at. As I pulled out of the parking spot the serviceman had parked my car in, I noticed a large wet area, I didn't myself park it there so I assumed it may have been there prior to my car, about a mile down the road my car began to overheat slightly ,I turned around attempted to head back to kool toyota and the temp climbed to its highest I pulled off to the side of the road to let it cool ,checked my fluids and there were ZERO , oil also leaking from my oil filter as well, and my car now wouldn't start!!!.. I sat for 2 hours waiting for a tow truck, Meanwhile calling Toyota to ask what they do for their inspections. I was assured they only run it at 45mph for about 1.5 miles and this man stated they never lifted the hood, made it sound like it must have been a coincidence. I would think lifting the hood to check fluids would be the number one thing to do when taking in a trade. Wonder why you smelled coolant, me too after your company left my car sitting in a pool of it after having it in your service bay, my experience after today, I'll take my business elsewhere evidently this company still tries to take advantage of woman. My mechanic will let me know the true reason my car did what it did today .
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August 2023 by Chris M.
One of their used car sales reps reached out to me about buying my car I had for sale on Marketplace and replacing it with a used truck on their lot, which was what I was in the market for. I told them what I needed from them on trade in for the deal to work. I provided all the information they asked for about my car and was assured I WOULD NOT be low balled. I took time off work and drove all the way in from the Lakeshore...and was low balled. They offered me $5,000 less than the BOTTOM trade in price we agreed to the day before. My car was exactly as advertised and I provided any info they asked for the day before. I am in sales and this is not how I treat my clients or perspective customers. Once I do sell my car I will not be going back to Kool. No effort was made to make up for the time off I took from work or the premium gas I used to drive in. If that's how they want to do business, so be it. But they won't be selling cars to me and mine anytime soon.
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August 2023 by Terrie Z.
Jessie did a great job diagnosing a noise coming from the front passenger window of my Toyota Highlander, and is going above and beyond trying to get it taken care of.
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August 2023 by Richard N.
They charged me for work they never did on my car!! They are liars and thieves . Save your time and money and go to Grand Rapids Toyota!
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July 2023 by Angie C.
I dropped my car off at a scheduled appointment to have a paint recall done on it. I called 10 days after dropping it off to see when it was done. They had no idea my car was there. Got a call back 2 hrs after looking for it in the lot that they found it unlocked with my keys in it still. 10 days it sat there unlocked and ready for anyone to just drive off with it. 10 days it sat there knowing it was there to have a paint recall done on it. I will never come back to this dealership and will be telling everyone I know looking for a Toyota to go to another location. How can you not know my car is there when I had an appointment and dropped it off, and you gave me a rental car off the lot? Makes no sense. So now hopefully 3 weeks later it should be done unless it's pushed to the back of the schedule for all the existing appointments for this week... so unprofessional.
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July 2023 by Jahssah K.
Jorel and Ken made the car buying experience so seamless. As someone who works in finance I know how hard it can be to find the right car at the right price and Kool Toyota went above and beyond to help me get into the car that I wanted. Today is my birthday and I got the perfect new car for my family! Thank you Jorel and Ken for making this such a great experience
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January 2023 by Grace G.
Kool Toyota gives excellent service! I was in town for the holidays visiting family when I got into a wreck, and they fit me in last-minute so I was able to drive back out-of-state and make it to work on time. Jesse is an incredible mechanic, and Mike was extremely helpful. They all explained exactly what they fixed and went so far as to point out other work that I needed to do once I got back home. I can't say enough good things about them, they really know what they're doing and care for customers.
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December 2022 by Roz R.
We moved back to GR from Reno, NV where we had an amazing dealership where had leased our car. Brought our car in for its oil change and wanted to talk about our lease ending in February. We were hooked up with Adam Bock who has been amazing in guiding us through this process. He has been great helping us make decisions and patient. Also, the service department has been great too.
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June 2022 by Stephen T.
Brought my car in for a simple oil change, tire rotation, and engine filter replacement. Turns out that the dealership didn't rotate my tires, claimed my lug nuts were swollen somehow, and then didn't even tell me after they were done servicing my vehicle that they didn't rotate my tires. The service advisor didn't go over the paperwork with me like the service manager said he was supposed to AND they charged me for the tire rotation. Called the service manager who apologized, but didn't say anything about talking to the service advisor about his lazy behavior and didn't offer anything to make up for my wasted time and effort besides refunding the tire rotation charge to my card. Picture of the tire rotation charge will be included with this post. I will not be getting my vehicle serviced by Kool Toyota ever again.
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May 2022 by Barb E.
Great customer service when I needed my 5000 mile service. I was told 30 min wait, and it was done in 15!
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February 2022 by Carrie Daenzer
I stopped in - with no appointment - to see if Kool could reset my service light after having front end repair work done at a local collision shop (hit a rock doing damage). I was greeted by a friendly, smiling man. I was then assisted by a tech who went out to my car in the cold to reset the codes. When that did not work, the team -- several of them - tried to troubleshoot. Upon further inspection, they noticed a part had not been installed by the collision company. They showed me what was missing, spoke with the collision company on my behalf, and then THEN did another KIND and GENEROUS thing. Offered to keep my car until the part arrived, gave me a basically brand new courtesy car to drive (even though I was headed to Benton Harbor for work) WITH heated steering wheel and heated seats and sent me off in a warm vehicle with a friendly send off. Because I had been struggling this week (even though I am grateful every day and still believe my worst days are better than most people's best days) - the actions of the Kool Toyota service team overwhelmed me! We have purchased two new cars at Kool - and have not utilized the service team because it's a bit of a drive. This will change - totally worth the trip!! Character counts and this team has it figured out.
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January 2022 by Kevin N.
We took our 2009 Toyota Tacoma pickup into Kool Toyota we were very impressed with the fantastic service we received. Mike and Jesse in the service department are absolutely trustworthy professionals that showed us exactly what work needed to be done and showed us the truck issues in their garage. While waiting in the great lounge I was impressed with how all the employees treated each customer . Very satisfied with Kool Toyota and we will be heading back there gor our purchase of a new truck. Thank you Mike and Jesse for a fantastic experience at Kool!
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October 2021 by Karin Balkon Chudy
Had the best experience buying our used Highlander from Jorel. He made the car experience fun and relaxed! Wouldn’t hesitate to recommend him to anyone!
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August 2021 by Michael S.
Twice now my wife and I have purchased from Kool. We've had multiple interactions with Rich in sales. I have felt that of all the dealers in GR area, Kool is very considerate and knowledgeable whenever speaking with any if it's employees. Sometimes out the door pricing could be slightly difficult to get right where we wanted it to be, but their cars seem to be great quality and the selection good too. We'll be back.
