Fernelius Toyota

Service - I waited two weeks to write this as I have been waiting for a call back from Ryan in service about a reimbursement of the restocking fee (275) on parts they ordered for my car, that I didn't approv waiting for a call back from Ryan in service about a reimbursement of the restocking fee (275) on parts they ordered for my car, that I didn't approve ( Let's call this the cherry on top ). - Also if you are reading this, the response from the dealer will be condescending, with no responsibility as it is with other service complaints I have read and experienced with this Dealer FYI. This is a long story of misguided information, even after vetting the dealership's service dept: I called Ryan around Thanksgiving about a GS350 Lexus problem, and was assured that he had a Master mechanic that could fix the issue, they were busy and I understood the timeline especially living in Northern Michigan but after weeks, it did get frustrating. Once I got my car back just before New years, we paid the $2000.00 bill, drove it home, and it sat one day until New Years Eve. Went to leave for dinner and guess what??? It did the same thing that it did before ! It was after hours on a holiday, so I called the next day that they were open to schedule and asked again if they had the old part... at this time something wasn't adding up. They were receptive to helping, even with the second tow bill of $600.00 if it was something they did. After weeks, even being promised to get the car into the shop asap, I got a call explaining that it was the same issue but with a different part, and blew it off as electrical. Reluctant to say go ahead, I did. I also started researching the problem with a Lexus dealer. Come to find out the parts ordered and the repair was NOT what they said it was, they replaced a $1500.00 part not including labor ($2000.00 bill) the first time without even a code, and then tried to charge me for a recall repair that could be done at a Lexus Dealer for free. The Lexus dealer told me the ECU main unit that they replaced hardly ever goes out and if it does it's very unusual circumstances. Bottom line - My car was not fixed, they replaced a very expensive part that didn't need to be replaced and tried to charge me a second time for missing the actual problem the first time. I also requested the part back upfront and was told, too bad it's gone. Feeling very unconfident about Fernelius I sent the car several hundred miles, paid another $1000.00 in towing to Harvey Lexus, the proper diagnosis was done, and the car was fixed in days. Service was great. CAR RUNS GREAT ! They are also standing behind me on the research I need to resolve this issue. I know things can happen, and I am very patient and understanding but if you make a mistake, own it, and don't pass your incompetence and the bill onto others. Well over $5000.00 in repair and towing bills and not to talk about time, this experience was just unnecessary. More

After attempting several times to make an appointment for service on their website that, as I learned at the dealership, was not working, I drove 30 plus miles for service. When I arrived I was told all mech service on their website that, as I learned at the dealership, was not working, I drove 30 plus miles for service. When I arrived I was told all mechanics were at lunch for about one hour. I was given my choice to wait at the dealership or return within the hour. I choose the latter and returned well within the hour when a second service person informed me I should of had an appointment but if I was willing to wait an unspecified amount of time she could work me in. I have been driving and servicing Toyotas for many years, having used Toyota service from NC to MI and never had such poor service. More

As a loyal customer to get our Toyota serviced at this location for years, we were let down and saddened by how we were treated today. Driving over an hour to get a walk-in service, we were (rudely) turne location for years, we were let down and saddened by how we were treated today. Driving over an hour to get a walk-in service, we were (rudely) turned away because they were overbooked. That was not the problem, as that can be understood, the problem was how it was handled. (But at the same time, if you cannot honor the walk in service as a dealership with customers who live far away, maybe encourage them to call ahead?) I was upset with the way the lady treated my mom and talked down to her about her vehicle and it’s notification to get service that was supposedly wrong, and when she was getting her name to pull up her account. There’s no reason to get snarky in either of those situations. Those are just two examples. I understand that this kind of job can be stressful and overwhelming, but what happened to having good customer service? I was disappointed by how this person handled the situation. I’m afraid it reflects on this location poorly More

Excellent customer service after the sale. The sale was the best car buying experience I ever had the best car buying experience I ever had More

Extremely professional staff. Everyone I spoke with was always volunteering to do more than expected. These people were there with a “can do” attitude at every turn. Great experience! always volunteering to do more than expected. These people were there with a “can do” attitude at every turn. Great experience! More

We purchased 2 cars from this dealership but after going in for an oil change today, we will be looking for a new dealership for our maintenance and next purchase. During a pandemic and with a big spike in in for an oil change today, we will be looking for a new dealership for our maintenance and next purchase. During a pandemic and with a big spike in cases last week in Cheboygan, almost no one who works there was wearing a mask. The guy who approached me pulled up a gator and a couple of others had masks over their mouths only, leaving their noses uncovered but that was literally it. As a business, they can make their choice not to enforce the mandatory mask rule from the state but I can choose to take my business elsewhere. I want to do business with a dealership who shows me they value my health and safety as well as that of their employees. More

Gage was a great salesman! He got close to what we wanted on our trade in and did all he could to get us a great deal and all we wanted and then some extras on our pre-owned vehicle purchase! Very happy with on our trade in and did all he could to get us a great deal and all we wanted and then some extras on our pre-owned vehicle purchase! Very happy with our experience! Gage made it very comfortable despite these trying times during covid! Many thanks to all that helped in the purchase at the dealership! More

We were really pleased with the entire Jeep purchase experience - especially the “road ready” process you could offer with plates, title, insurance, and taxes. With the COVID-19 pandemic this streamlini experience - especially the “road ready” process you could offer with plates, title, insurance, and taxes. With the COVID-19 pandemic this streamlining of the purchase experience is wonderful. More