This is the third car we’ve bought with Zach, and every time he delivers the same thing: honest guidance, zero pressure, and a buying process that’s actually enjoyable. He listens first, acts in your best interest, and brings a level of care you just don’t find in the typical car-sales experience. If you want a truly different kind of process—one where your needs come first and you’re working with someone who genuinely cares about your happiness—look no further than Zach. He’s the real deal.

Drove an hour and a half for service on our Lexus 350. Needed brakes, oil change, tire rotation. Simple every day service. After 2.5 hours they come out and say, we have rotation and balancing done. 30 minute job. But oops, don’t know if we have brakes. Oh, we have aftermarket brakes. “Is that cheaper? Are they Lexus quality?” I don’t know. Comes back out and says they are the same price but I’ll give you a deal. Rrrrrriiiigggghhhhtttt. Still sitting here now over 3 hours later. 1. Made the appointment a week ago. Might want to make sure you have the parts. This is on my deceased Father’s car and he had come here many times. (Now I know why he would drive to Ann Arbor of Grand Rapids for service many times) 2. Why wouldn’t you come out to tell us about the brakes right away? 3. You know we drove 1.5 hours. You knew we would have to wait. 2.5 hours after arrival haven’t even started the main time consuming work. 4. Nice guys at service counter. Seems like incompetent management. Have a system. 5. Won’t be back. Will tell everyone we know to find an alternative.

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

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.

Excellant service. Jordan Walitalo was awesome in working with me on an emergency issue I had. Friendly, honest and caring. Couldn't ask for better service.