Serra Toyota of Traverse City

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 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. More

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 present 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! More

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 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. More

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

Car was under warranty when I called for a service appt. , and there were warranty items to be taken care of. They said they would call me back, but I never heard from them. The vehicle if off warranty now , and there were warranty items to be taken care of. They said they would call me back, but I never heard from them. The vehicle if off warranty now. Who would ever want to deal with people like this? More

I paid for a used vehicle inspection in June and received a report that indicated zero major issues (only the cabin air filter was noted as needing attention). Seven months later, the vehicle needs a comple a report that indicated zero major issues (only the cabin air filter was noted as needing attention). Seven months later, the vehicle needs a complete frame replacement?!?!? How can a frame look so good it doesn't even get a yellow / "May require future attention" rating in June and in February it's completely shot??? More

Kevin at Serra Toyota Traverse City is awesome! He explained exactly what services were needed for my car and kept in communication with me the entire time. I also received a complimentary carwash. I explained exactly what services were needed for my car and kept in communication with me the entire time. I also received a complimentary carwash. I will definitely be back!! Thanks Kevin! More

I worked with Ashley and she was amazing and super nice! She was very easy to talk with and explained in great detail what needed to be done and why and also explained how severe it was. She was very easy to talk with and explained in great detail what needed to be done and why and also explained how severe it was. More

My husband and I brought my car into Serra’s service department for a simple oil change and to have them check my brakes. I had this appointment made approximately 3 weeks ahead of time. I dropped my c department for a simple oil change and to have them check my brakes. I had this appointment made approximately 3 weeks ahead of time. I dropped my car off on time at 11am. At 1:30pm I sent them a text inquiring why it was taking so long. They wrote back saying that they had not started on it yet because they were very busy. They said that they would be starting on it in the next 45 minutes! We complained to management and the only thing we got was excuses. Needless to say we got our keys and left. We will now have to take our car in to another place. There have been so many issues with this business over the years. Never again. Lesson FINALLY learned, avoid this place at all costs. More

Very Poor Service and seeming lack of interest to correct n Serra Openly states: "Excellence at every turn...and every straightaway" However having paid their very expensive price for an oil change ($ 71.68 n Serra Openly states: "Excellence at every turn...and every straightaway" However having paid their very expensive price for an oil change ($ 71.68 nearly double when compared to specialty oil service centers in our N Mich area ) where they offer a "MULTI-POINT INSPECTION" checking nearly 48+ items and systems on Toyota Vehicle and providing an assessment for each. My inspection form was blatantly checked as all OK at this time when in fact the majority of items on my inspection WERE NOT INSPECTED NOR WAS ANY TIME DEVOTED TO THEM. A previous experience with my wife's vehicle at this Serra Toyota service department produced the exact same results. Upon presenting my vehicle for this service I had actually applied clear tape over many of the items on the check list to see if the tape was disturbed as a result from their removing the tap to perform their inspections on each of these items. THE TAPE WAS EXACTLY AS I HAD PLACED IT, NOT DISTURBED OR REMOVED TO HAVE PROVIDED ACCESS FOR THEIR SERVICE PEOPLE TO HAVE CHECKED THE NEARLY 48 + ITEMS ON MY VEHICLE So I paid their asking price and did not receive the value promised. Seriously considering not returning to Serra Toyota again. Credit should be given to the service manage as he did return my 1st call, still waiting to hear his response from my 2nd call. More