The customer service here is excellent! I was supposed to be scheduled for an electronic dashboard recall but unfortunately this was not scheduled correctly so I will need to return next week for that. The semi-synthetic oil change was half $$ the cost quoted from 2 local shops. The shop performed a 12 point engine inspection and everything was fine. I shall return for a tire check because their 'sink tank' wasn't in service also returning for the recall. It's such a relaxing place with a large updated coffee shop with excellent prices on meals and snack as well as all of the foo foo coffees to choose from. French fries are only $2 for a box of string fries. Minus -1 point because the ketchup was really cold and sorta ruined to hot fries. I would have asked for a warm up but don't want to complain...much. Because this is a great place. Thank you Toyota!! read more

Sales and delivery were quite satisfactory. What's up with the maintenance department? Numerous recent telephonic attempts were unanswered by maintenance after extended waiting periods. Ultimately went to the dealership and got the earliest appointment available...SIX WEEKS AWAY! I bought this vehicle brand new at Fernelius Toyota. The absence of available service will undoubtedly influence my next choice of dealerships. You'll sell it to me, Fernelius, but 30 months later you're unable to find the time to repair it? Systemic maintenance issues are not particularly reassuring to the car-buying public. read more

I had a great experience at Fernelius Toyota! I love their transparency when reviewing my vehicle purchase. They use this screen called SmartPath where they let me pick what payment is best for me and it was the quickest I have ever purchased a vehicle. I highly recommend this place for your next vehicle purchase! read more

Todd Friday worked with me to purchase a Toyota Highlander three years ago. He asked me what I was looking for in a car. It was so nice to not have a pushy salesman. Calling in to set up an oil change is always easy because they are helpful and always get me in. And it's nice having a cafe there to get a bite to eat. Todd always has a smiling face and remembers my name. read more

I took my 2020 Jeep Cherokee in for warranty work regarding my actuator and my vehicle not properly shifting and when I got my car back, the exhaust was too loud to drive. When I called the next day because I had to pick up after hours, the service manager informed me that due to rust, the tech had broken my flex pipe and that they wouldn't cover to fix it. My car went in sounding fine and for warranty work and came out with the exhaust too loud to drive. A few mechanics elsewhere reported that even if it was rusty, the service technician had to have been pulling way too hard on it to break. This car is not even 5 years old. The service manager also stated to me that it broke at the weld which should be a manufacturer issue but Fernelius was no help for fixing the break that they caused. I bought this vehicle new and have taken it to Fernelius for all warranty work and occasional oil changes, however, due to the lack of communication (I was told that the flex pipes were leaking) and failure to properly service warranty work without further damage, I will be utilizing other dealerships from now on and if you have a similar situation, I would advise you against using this dealership or at least not the tech I had. read more

0 rating. Fernilius does NOT value their customer. GOOGLE "parasitic battery draw" on 2020 Rav4s. BIG problem. Lawsuits. Not to mention same programming issues on other model years. I had to research my own problem, with Fernilius finding the issue in their memos when I inquired. I was told to bring it in. Drove 80 miles to have it reprogrammed because we had a subscription turned on by Toyota (we DIDN'T order OR subscribe) and even with car off still drains the battery. Apparently they can't turn it off, yet they still charged us $168 to try. This isn't like a bad part just beyond warranty, it something they turned on, can't turn off, yet charged us to try and fix. Service guy admitted it may not work. Just a big "SUCKS TO BE YOU NOW THAT WE HAVE YOUR MONEY". We will continue to have a dead battery off and on and that's just fine with them I guess. we will not be purchasing the Tundra we were going to get. Their $168 FU just bought them $1000s in bad advertising. read more

**Petoskey local- could not find anything in my area but found exactly what I needed and more here*** I purchased a 2015 Grand Cherokee Jeep from the amazing Sales Rep, Jerry! He was very helpful with trying to get me a good deal and financially situated. I didn't have a "warranty" and he assured me his guys had looked at the jeep and it did not need any further week. A week into having the car I noticed a couple issues (life happens) and called them and they took it in and fixed EVERYTHING needed for FREE, as they should cause I had legit just bought it but they were so helpful and even got me a car to use of theirs for a few days while they were fixing my jeep. I live an hour away so when it was time for my car to come home to me they drove all the way out to my house to exchange vehicles. With my crazy schedule this was the cherry on top of their greatness! Thank you!! This is great customer service, and will keep people coming back for business. They even have the cutest cafe to hangout in and I just did my school work while I waited. Thank you guys for helping me out!! read more

Service is great! Came in from out of town for routine service on new car& these guys were most welcoming. Understood exactly what we were looking for and answered questions we didn't even know we had! And they had us out in about 30 minutes!! we'll never get that service from where we bought the car, that's for sure! read more

I had a particularly bad experience with this dealership. They misdiagnosed my truck, installed parts I didn't need and as a result I was left stranded on the road with a huge towing bill. I mechanic in a one-stall shop quickly fixed my problem the right way. When I wrote the general manage to address the problem, I was ignored, my letter never answered. Would never return. read more

Great dealership with great staff... Especially the salesmen... What I didn't like was the closing process. She was so pushy. We spent an entire hour getting haggled over getting an extra product added to our monthly note. I kept saying no and she kept on selling. She even questioned my ability to pay the note period since I didn't want to add what she was selling. So not only does she pressure, she's judgmental. Other than that I really liked the place and my salesman. He really got me a awesome deal. read more

My experiences at Fernelius Toyota has been nothing but enjoyable. I have had service there and just purchased a new Toyota. I found the salmon to be very honest and helpful. He knew the equipment extremely well and shared information readily. I was very satisfied with everyone I came in contact with. I will be going back. read more

Service department has issues. Last appointment, tech recommended tune up outside of normal schedule. I later called (on hold for two operator cycles before operator took message and had service dept call back some time later) to schedule tune up and routine maintenance, arrived at the scheduled time, and the tech tried to talk me out of the tune up. Then informed me it would take 3.5 hours. Of course, this nearest dealership is an hour from home. Would have been nice if someone told me prior to arrival that service would take 3.5 hours. How much to bet that I will have to find a different dealership to service my vehicle in the future? read more

Neighbor and I set to lease Ford truck from Fernelius Ford and Ram truck from Fernelius Toyota. First Ford lease terms were confirmed by email and phone prior to arrival. Paperwork was being signed when it was noticed the term of the lease was 2 years not 3 as previously agreed upon. When noticed the dealer suggested it was a mistake. Neighbors lease terms changed and were considerably higher. BAIT and Switch !!!!! Next the Fernelius Ram lease .... salesman forwarded the window sticker of the truck and a negotiated set of lease terms agreed upon. On pickup day was told by salesman and General Manager the truck was " SOLD ". deal could not be completed. Investigated and the vehicle was not SOLD but was actually at another dealer down state. Could find similar truck but the terms would be much higher!!! BAIT and Switch .... would advise not doing business with this family of dealerships.. you've been warned !! read more

Back to Fernelius again for warranty service for a "would not start or barely turn over" issue. Had to have it towed up there. So naturally the car started when I got up there and they said they couldn't find anything wrong with it. That's all fine but there was also the tire system warning light on, on the dash. When I asked about that bass said "oh - you didn't tell us to look at that". Well it's right on the dash in your face. So they took it back and said it was just tire pressure. What kind of a service department wouldn't check out a warning light that was blatantly visible on the instrument panel? So OK - that's fine. But when I go to get it I'm just handed to Key with a smile and told thank you. No paperwork at all. So I had to ask for this and it had to be printed out. That was handed me with another smile - no explanation at all. So when I requested that they please explain to me what this paperwork showed - it was very difficult to get information out of them about what had been done. Every time I get the feeling that there is something wrong with me. But the service person Zina is pretty strange for a service department manager. It's like I'm committing a sin having to ask questions to get a clear understanding of what is going on with our vehicle. I really don't like their service department - they make you feel stupid. Of course I think I might guess what their response to reading this would be :-) read more

Well, I am sorry to report reputation does not equate to experience. This dealership appears to be overrated by the local clientele, who probably don't recognize that in a more competitive market, better deals and service are possible. We bought a new Highlander last year. The sales force is very pushy on selling the extras, but having little knowledge about the actual vehicle. You would be better informed by reading the manuals to find out about the many features. But, the worst part is how the service staff treat you. When you return for routine maintenance, which you pay for in advance during the sale, they throw it in your face how this is free, rather than included. Please don't bother to mention any minor deficiency, or you will get the "attitude" that it is your fault. If you have a major problem like an engine failure on an older model, they only offer the highest priced solution, like full replacement. They gave us a bid of $14,000 for a new engine on a car with only 41,000 miles on it. They did not open the hood, let alone the engine to see what could be done. They simply attached a digital instument at a cost of $200 to determine it needed a replacement. Despite inquiries from another local area shop, and insurance companies, they stated, they did not know what went wrong. We spent the money to have it towed away after being pestered by salesmen who offered one third of its value on a trade in. The folks at Tri Rivers in Indian River not only diagnosed the problem, but offered two other solutions. A repair of about $3,000 or a used engine with only 20,000 miles on it and a one year warranty for $3700. I chose the latter. I certainly cannot afford Fernelius services, and I sincerely believe Cheboygan residents cannot either. PS my requests to speak with Bob Fernelius went unheeded. Too busy with expanding his Ford showroom I was told. read more