The Kool Toyota Body Shop was dismissive, rude, and confrontational. The customer service surpassed disappointing and was unacceptable as the employee became hostile. The demeanor is a true safety concern and intolerable for a business environment. This correlates to a new car purchase. We paid to order a new vehicle and upon arrival, a different one was presented, one with decals all over the body. Instead of offering to make it right and get the car we paid to secure, they only offered to remove the stickers, which damaged the paint and left the vehicle covered in scratches. They have yet to make it right or take responsibility for their dishonest business practices. The experience at Kool Toyota from a new vehicle purchase to service was disappointing. Carefully consider giving Kool Toyota your business as you may have the same experience we did. read more

Stay away!!!! They do not answer calls and are very rude. Spoke with an Ashley on the phone multiple times and she was very rude and cut me off every time I was asking questions. Even told me it wasn't her problem on the phone!!! Called to see if my vehicle was done because I have a third party warranty and they won't release it until payment was complete. Told me it wasn't done, but little did they know I was in the parking lot lol. Would give zero stars if possible. Go to any other dealership if possible!!!!! read more

I dealt with Beth B and purchased a used Tacoma after she searched diligently. She found a great truck and it has served me well, I love it!! Beth never gave up looking and the truck came available at the right time. I will buy again from her soon! Jim T. read more

Do yourself a favor before you buy a new or used car from the dealership call their service department and pretend you need to talk to them to schedule an appointment to get your car in.. why you ask?? just do it try calling them because you'll get an answer machine. You'll get an answer machine every time even if you leave a message no one will call you back. ! And if you call to inquire about a new or used car, they won't give you a sales person they want to give you a young blonde that doesn't know how to spell her name to ask you 1 billion questions then they'll call you back.. the way they're running this dealership. I can't believe they even sell any cars. ... shop else where!!!!!!! read more

I have been coming here for 8 years for service and sales. I cannot give them a high enough review. 5 stars isn't enough! Every single person I have dealt with is amazing. They are fair, friendly, polite, have the best interest of the customer in mind, and always follow through. I highly recommend them (and have, in fact, sent many people to them, and all have been pleased), and encourage you to stop by whether you are looking for service, to trade in your car, or to buy a new or used car. They are the best. read more

Service has gone downhill since the pandemic. I can't ever make an appointment for an oil change without having to leave an effing message. Who wants to go through having to leave a message and then wait for a return call just to get an oil change scheduled? And that's if someone even calls you back. I tried to use the online service to schedule and got a message that I would get a call to confirm my appointment. If I wanted a call, I would not try to schedule it online. I sleep during the day and don't want to be disturbed. Everything you try to do with this place can't ever be accomplished in one contact. It's a pain in the ass. I'm positive that I won't buy my next car from this place. POSITIVE!!! read more

If buying a car were an Olympic sport, Kool Toyota would take home the gold. From the moment I walked in, I was treated like royalty--minus the crown, but I am sure if you ask nicely it could be arraigned. The whole process was smooth and the team was super friendly. If you're thinking about getting a car, don't overthink it--just go to Kool Toyota. read more

Don't bring your vehicle here if you care about it. They will treat it like a rag. My car was spotless and I got it back with a filthy seat and dirty hand marks all over my glove box. It looked like someone got in it after rolling around in the dirt. Upon removing the filth, I found scratches. This was after I told them to do nothing but change the oil and the filter. They decided to do what they wanted anyway. Go somewhere else that cares about quality and will listen to simple instructions. read more

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. read more

Kool Toyota - Car Dealers Near Me - Grand Rapids, Michigan

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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. read more

Kool Toyota - Just over 1/4 tank... - Car Dealers Near Me - Grand Rapids, Michigan

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 read more

Adam made my car buying process a breeze. I am a young buyer that many would take advantage of but Adam was more than helpful to make my process a breeze without any pressure. read more

I have been a loyal customer for over 10 years now. I called to get an appointment with service to check a concerning noise coming from my front driver side wheel area. I needed to know if the car was safe to drive. The earliest they could get me in was 3 weeks. How can I stay a loyal customer with this kind of service. read more

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. read more

Our salesperson Matt S went above and beyond all our expectations! Matt is extremely helpful and knowledgeable. My son who attends college near Kool Toyota needed a car. Matt found the perfect car for us and had all the paperwork ready for us when we drove up from Chicago to purchase it. Sue Z read more

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. read more

Kool Toyota - Tire rotation charge. - Car Dealers Near Me - Grand Rapids, Michigan

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. read more

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!

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. read more

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! read more

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. read more

Do Not buy extended service! when your paying they want you to come in every 5000 miles, when there paying you come in every 10000, takes forever to get an appointment the tall blond guy is an arrogant know-it-all... I heard Kool was crappy but this is my last Toyota should have listened to u guys dang read more

Kool Toyota - Car Dealers Near Me - Grand Rapids, Michigan

Great customer service when I needed my 5000 mile service. I was told 30 min wait, and it was done in 15!

Mike went above and beyond during my visit. He was able to fix an issue that I hadn't even mentioned and that I had been quoted $1000+ to fix from Gerber Collision. He also honored the quote given to me for my visit even though it hadn't included an important service. He kept me informed and was so pleasant to work with. He is exactly why I switched from GR Toyota and why I'll continue to bring my service to Kool Toyota. While this exceptional customer service is probably ordinary for Mile it was extraordinary for me and I am truly grateful. read more

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 . read more

I was driving up to Grand Rapids from the Detroit area. We hit a snow storm on the way and I soon realized that my wiper blades needed to be replaced. I was able to see well enough to make it to Grand Rapids, but didn't want to risk driving all the way back home with the bad blades. To top it off, the low tire pressure light went on. In around 10 degree weather, filling up my tires at the side of some gas station, in a neighborhood I wasn't sure of, wasn't on my list of top things to do in 10 degree weather. The only thing on my list of things to do in 10 degree weather is to get to warmer weather ..... and FAST! I saw Kool Toyota as I was driving to my hotel yesterday and called them when I got up today. They were SO NICE!!! From the moment the service doors opened for me and I drove in, I was treated like royalty. They let me know exactly what I needed to buy and even helped me put on my wiper blades. While I was buying my wiper blades, the service guy checked my tires and got them all up to the correct pressure that they needed to be at. To be totally honest with you, I checked prices on wipers at a national auto parts store 5 minutes before I went there. I saved around $20 by going to Kool Toyota! It ran me $25 for 2 complete window wipers (not just the insert). The other place wanted over $45 for the exact same thing. $45 for the exact same thing and me having to figure out how to put them on out in the cold? No thanks! It's 10 degrees outside and at Kool Toyota I was in the warm drive in service department putting on my wiper blades with the help of the service guys. For a bald guy that forgot his hat at the hotel, that was wonderful. I was warm, my car was fixed and I was on my way. Thanks to everyone at Kool Toyota from the people at the parts desk, the wonderful cashier and the guys at the service center. WOW! A+, 5 Stars, 2 Thumbs Up! Thanks again and again! read more

My experience with purchasing my car at Kool Toyota continues to be a very wise decision on my part! My sales representative has been amazing, he even drove to my house to address a minor issue I was having with the remote car start they had installed for me! I continue to receive great customer service when visiting the service department for my very affordable (and quick) oil changes! I am more than happy with my overall experience and will be sure to give them my repeat business as well as recommendations to anyone looking to purchase a vehicle! read more

My wife's car was totaled when someone hit her from behind while searching for something they dropped on the floor. Her 1996 Camry with 242k miles on it. Great, great car. We met Earl Thomas (referred by Traci in their service dept). Earl was genial, low key, good listener,respectful of our Consumers Reports Price info (scored big points with me there) and we reached a satisfactory price on a 2015 Prius easily that we both considered fair. He was helpful in explaining both the new car features and the charges and paperwork. I'd say he was not your typical salesman and I mean that in the most positive way possible. We'd deal with Earl again any time but being Toyota owners I'll see him when my 2000 Camry tops 300K in 10 or 12 years. We wish him well. It's now our 3rd car from Kool starting in 1991. read more

1. I had some trouble a few years ago with a salesman who sold me a new Toyota with some damage to the paint. He said he'd fix it, but then hired the job out to a friend of his, rather than having it repaired through Kool's own body shop. The job was second rate, with big swirls on the hood, and I complained. He acted like I was the one giving him a hard time, but the manager agreed to fix the paint job again. All went well, and the salesman has since left the company. 2. Beware the "recommended service" advice you get from their service department. The service person recommended their "fuel system service," which cost me $98.14 (May 2007). This involved cleaning the throttle body and throttle plate, and two bottles of fuel tank additive. Each bottle cost $14.97 (total $29.94). I only needed one bottle, and at Wal Mart they cost $1.77. I know because I had a bottle sitting on the passenger seat that day. Talk about highway robbery! This makes me think I probably got a raw deal on the cleaning, too. The salesperson recommended that at 60,000 miles I also get a brake system flush ($150), power steering system service ($99.95), and a transmission flush ($160). Yeah right. I called to complain, but no one answered the phone, and no one returned my call. I think I'll take my business elsewhere. 3. I had my brakes checked, which cost $39.95. They make a big deal about how much is involved to "justify" the price. By comparison, Fox Honda on Broadmoor charges $25. When I compared the results from Kool with my records, it turns out I miraculously GAINED 2 mm thickness on my brakes since a couple years ago! read more

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. read more

I had an appointment to get a recall done. When I arrived they informed me that both master techs were gone for the day. I am not upset with the fact that their techs were out sick. What I am upset with is that they didn't have the common decency to call me to reschedule the appointment. That is not the service writers fault, that is the Service Managers fault for improperly training their service writers. Poor management reflects. I have never had this at Grand Rapids Toyota. read more

I went to Toyota for an oil change. The manager honored the discounted price even though I forgot my coupon. Very nice. However, I was told by the service rep that I needed a water pump. Not to wait too long as I could burn up my engine. I mentioned I had no warnings..no leaks or warning light. He said fluids would evaporate from the overheating and they could replace it right then for $395. I said I needed to consider it as I'm a senior citizen on social security. Being nervous about driving under the circumstances I made an appmt for installation of a water pump at.a service place closer to me. Imagine my surprise when I was told I didn't need a water pump. It was tested twice for leaks and none were found. Surprise the dealership would resort to such tactics. Needless to say I won't return for any service there. read more

Had my Avalon aligned when it was pulling right. After they were finished it was pulling left. Obviously the "mechanic" didn't even test drive the car. Also very slow. Will never go back there again.... The whole vibe is negative at Kool. Not Kool. Muffler Man on 28th St SW did a perfect alignment when I had my brake system fully serviced there last year. Kool is a joke. read more

Super slow service, even with scheduled appointments and care very little about you or your vehicle and if you love to spend 2 1/2 hours of you day at a car dealership every time you need something fixed or need an oil change then you would like Kool Toyota read more

Im hoping this past experience with Kool Toyota was an aberration. if it was, I'll have to edit this review. We have recently moved to the Grand Rapids area. We have also recently purchased a new Highlander hybrid with a maintenance package that was sold to us as a Toyota product, but was not. Don't shop at Naperville Toyota either. We needed a 10,000 mile maintenance so my wife made an appointment at Grand Rapids Toyota. A quick yelp showed no good reviews and many bad ones, while Kool was all good reviews. We changed the appointment. The first time was great. Treated well. They did a great job. They charged a lot for it, but did all they said they would. We were very happy. they didn't honor the maintenance agreement, but we paid and got reimbursed ourselves. A minor issue and not one of their making. We went back 10,000 miles later to a whole different experience. They changed the oil, but while they said they put synthetic in, they didn't charge like they did. The total bill was only $40. If they used synth for that price, great. I just don't believe it considering the rest of the work they did. They decided the tires didn't need rotating. Toyota says they do every 5K and we had already skipped over the last 5K because they really don't need to be rotated that often and that's all the maintenance required at 5K. Not worth taking in for. now it doesn't matter if they looked at the tires and decided they didn't look like they needed it. They were being paid to do it, Toyota said it needed it and they needed to take the tires off to inspect the brakes. They didn't. They also decided it didn't need air or cabin air filters. We live on a dirt road. I'm very suspicious that the cabin air is still good. And it was part of the scheduled maintenance. They were being paid to do it and they didn't. I'm having a very hard time believing they did the rest of the scheduled maintenance either given that the bill the first time was $165 and this one was $40. the worst part was they said they checked the tire pressure. We have a tire that goes low so it was a specific point we asked about. They said they checked and adjusted the tire pressure. Unfortunately, the TPMS system reports actual tire pressure on the screen in the dash. The numbers were all the same. One was even still low. Even after driving on them, and they reset in real time on this car, they remained as they were before they "adjusted" them. they outright lied. We are looking for a dealer to take this car to for the remainder of the maintenance warranty. We have purchased 4 new Toyotas in the past 5 years. We need to find a good dealer and will give them lots of business. We were hoping Kool Toyota would be it. It sure doesn't appear to be. read more

We've purchased three cars from Kool Toyota and had great experiences with the sales staff and the service staff. Mark (in service) is extremely pleasant and helpful. The cash office staff and secretarial staff are also always friendly. read more

Bought our first new car in ten years and we're really excited to pick it up. Had a 11am appointment and when we opened the passenger door noticed the mats were frayed and not what you would expect in a XLE Camry. Our salesman did find us another set that was acceptable. Next, when we opened the trunk metal shavings everywhere from the add on spoiler we requested. Also, the mud flaps we had them install was missing a screw. We asked them to vacuum the metal shavings and fix mud flaps and car came back with grease all over the drivers side of light gray carpet and still metal shavings in the trunk. By this time my husband was so upset we came home without the car to wait another half day for manager to be available. Just wondering what service will be like? Hopefully, car won't come back loaded with grease on the floor mats and have to go back and forth to get whatever issue we have fixed. read more

I showed up 3 minute early for my 10:30 appointment for an oil change only. They tool my vehicle away and an hour and 5 minutes later I was compelled to ask where my car was. I was told it would be another 7-10 minutes. Are you frigging kidding me, an hour and 15 minutes to change the oil and filter?? My 96 year old grandmother can do it faster than that. The Kool Toyota service department has no consideration for their customers time or their schedules. To add insult to injury they charge $65. for a 5 quart oil change. Highway robbery. read more

I am extremely upset with Kool. My daughter and I went in on Sat to look at vehicles. We found a good match for her and told the salesman that we would be back on Tuesday to pick it up and take it to our mechanic for a once-over. Assuming the inspection panned out, it was a slam dunk. He agreed and told us he's see us Tuesday. I receive a text from him on Monday morning. They sold the car right out from underneath us. The same day we looked at it. I still can't even believe it. I'm so upset right now. We've been looking for months. I had hoped we had found the "one". Guess we'll never find out and I guess we'll never be returning to Kool. So, SO angry! read more

Must love the high class instant coffee for the parents and extra play room for the kids. Although this isn't a huge facility, its definitely enjoyable on a Saturday morning. read more