Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a situation that is causing me mental stress beyond belief. I do not directly fault Toyota but I believe they could do more if they wanted to. I even contacted the financial department. In a state of psychosis due to being poisoned by the person who has possession of the car, I co-signed a vehicle for someone who stole the car and refuses to make payments and I am unable to do anything to track the vehicle down. 2024 Prius prime. I put a 5300 cash payment down on the car, The person who stole the vehicle I know who they are and they have been taunting me about this mockingly because they know that they're hiding behind the system. Devin St Clair. I do not understand why this is happening. Why the vehicle cannot be repossessed, taken away from this individual. They have done nothing but brought trouble into my life. I'll be going to Superior Court about other matters regarding that individual..but this one I thought Toyota would be able to help me with.

  

  Business Response

  Date: 12/20/2024

  Better Business Bureau
  PO Box 191279
  *****, ID *****
  
  To ******* H,
  Resolutions Consultant
  Case #********
  
  The customer came into our dealership and Cosigned for a 2024 Prius Prime with another person.  Regrettably,there was a dispute between the two buyers unrelated to the dealership.
  
  The two individuals are co-buyers for this vehicle, and the dispute is between them.  Since the vehicle was financed, the bank owns the vehicle, not us.  We have no power in this matter. Any decisions about repossessing the vehicle are up to the lender who owns the vehicle, not the dealership.
  
  If you have any questions please contact me,
  
  Thank you,
  
  ****** *****
  Guest Relations Manager
  Michaels Toyota of Bellevue
  ********************************
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found a 2022 Toyota Sequoia Platinum listed on the web for sale at Micheals Toyota located in Bellevue, **. The salesman I dealt with was *********************************. We made a deal for the full listing price of $75,000 contingent on it having a remote start. He said they would have it installed. The car was delivered and everything was fine. A few months later the remote start stopped working and I learned that this was a subscription based feature. After speaking with ****** and several other members of their staff I was told there was nothing they could do about this other than offer a three year gift certificate (value of $240). I rejected that offer as it violated the terms of our deal. I paid full price for a vehicle to include a remote start feature. A subscription was never mentioned by the salesman. I believe they owe my a fully functioning remote start without further expense to me. The date on the vehicle title is September 8, 2023.

  

  Business Response

  Date: 08/06/2024

  Better Business Bureau
  PO Box 191279
  *****, ID *****
  
  To ******************
  Case # ********
  
  The customer purchased a 2022 Sequoia on August 14, 2023. One of his requirements was for the vehicle to have remote start, there was no reason to install one after purchase as he had mentioned because he has remote start from the factory. With the newer vehicles that have remote start you will receive 1-year free usage with the Toyota app and after the year is over it will revert to a subscription-based program per Toyota. Toyota also sends several emails asking the customers if they would like to continue using the Toyota app for ******************* and what the costs will be.
  
  The customer said that he was not told about having to pay for the services after the trial period and wants us to pay the yearly fee for the entire time he owns the vehicle. We offered to pay for 3 years as goodwill,but he declined our offer.
  
  If you have any questions, please dont hesitate to contact me.
  
  Sincerely,
  
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  **********************

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22095622
  
  I am rejecting this response because:

  The Customer did not know nor was informed of a one year trial. The Dealership made the deal for a remote start and the Customer does not have one. This is a breach of contract which the Dealership should be liable for and should make good on. It's ~$800 on a $75,000 transaction. It seems so simple and straightforward to me. I don't understand why this would be allowed to stand and would only encourage future misleading of the truth to future customers. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/16/2024

  Better Business Bureau
  PO Box 191279
  *****, ID *****
  
  August 16, 2024
  Case #********
  
  To ****************,
  
  This is in reference to case #********, the customer is rejecting our previous response. He is stating we did not tell him that even though he does have remote start installed that the services would be subscription based after the 1-year trial ended.
  
  With all the newer vehicles regarding connective services including remote start there is a trial period for the owners to use for 1 year.Again, this application comes from Toyota not from our dealership and they will always contact the customer to let them know the service is ending and see if they wish to continue and how much it will be. The customer would have been contacted by email.
  
  We as a dealership are not liable nor are we covering the customerssubscription for the services.
  
  If you have any questions, please contact me.
  
  Sincerely,
  
  ***********************
  Guest Relations Manger
  Michaels Toyota of Bellevue
  **********************

  Customer Answer

  Date: 08/24/2024

   
  Complaint: 22095622
  
  I am rejecting this response because again I purchased a vehicle on the condition that it had a key fob remote start which is what I had with my previous Toyota product. An agreement was made and the dealership failed to mention either intentionally or carelessly that the remote start was only available through a subscription. This was at best misleading and deceitful. At this point I've accepted that the Dealership will not honor it's word and commitment. I hope that anyone considering doing business with *******'s Toyota of Bellevue, WA look at the way they treat customers. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 RAV4 hybrid at Michaels in 2021. The purchase included several maintenance benefits through ********** *** benefits program". The benefits did not have an expiration date. When I went to use these benefits, I was told that they would not be honored and that the *** benefits program had been terminated. The only justification that they provided was that *******'s was under new ownership. This is not a justification: the new owners purchased a business and must fulfill that business' obligations. They are refusing to provide the owed services simply because they don't want to. To make matter worse, *******'s did not provide any warning that they were going to terminate the benefits program. This has resulted in several hundreds of dollars of unforeseen expenses for myself and other customers. When I (very kindly) tried to speak to somebody at *******'s about this, they put me through the ringer, directing me to various people's voicemails, none of whom ever returned my call.

  

  Business Response

  Date: 07/11/2024

  July 11,2024
  Better Business Bureau
  PO Box 191279
  ********************
  
  Dear ****************,
  
  This letter is regarding case #********. The customer was concerned that ********************************************* of ******************** is no longer honoring the complementary *** that was in place when they purchased their vehicle in March of 2021.
  
  On June 27, 2021, the dealership was sold to the corporation ************** The previous ownership put monies aside to continue honoring the complementary program, the program, and monies expired June of 2023 which was after the new owner took over. There was also signage posted for a year in the service department stating the upcoming expiration date.
  
  Again, the *** program is no longer being honored because the previous owners are no longer in business. We cannot contact Lithia to get an extension because this program was given to our customers from the previous owners. Again, it was a complementary program no money was taken from any of our customers. The program was given to the customer after the purchasing process was complete.
  
  The program has ended, and the new owners are not liable to cover the customers services as requested. If you have any questions, please contact me.
  
  Thank you,
  
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  **********************

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21971341
  
  I am rejecting this response because:
  

  The response from *******'s is not accurate and does not strike me as good-faith. The program was NOT given to me after my car purchase was complete, but rather during the purchasing process. Money was indeed taken from me. ************* was not present for that transaction and the recounting in her response is not accurate.

  The attempt to blame previous ownership is not compelling. The VIP Benefits program was not given by the previous owners, but by *******'s Toyota, which ****** now owns. The logic in the response is akin to saying that the new owners are not responsible for cleaning the dealership's floor because the floor was installed by a previous owner.

  Of course the new owners can contact Lithia to extend the program -- they ARE Lithia after all. The termination of the benefits program was an active business decision made by ******, and they could have equally decided to honor outstanding obligations in good faith to their customer base. Instead, they decided to jettison the loyal customers that the previous owners had earned. My experience shows ******'s lack of care for its customers, and car buyers will want to think twice before doing business with *******'s. 

  

  Business Response

  Date: 07/17/2024

  July 17,2024
  Better Business Bureau
  PO Box 191279
  ********************
  
  Dear ****************,
  
  This letter is regarding case #********. The customer was concerned that ********************************************* of ******************** is no longer honoring the complementary VIP that was in place when they purchased their vehicle in March of 2021.
  
  Again, this VIP program was complementary, no monies were taken from any of the customers. Looking at the service records for this customer they did use both VIP 5K services on the program, that was the most expensive part.
  
  The VIP program is no longer being honored because the previous owners are no longer in business, and this is not a Lithia program.  
  
  The program has ended, and the new owners are not liable to cover the customers services as requested. If you have any questions, please contact me.
  
  Thank you,
  
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  **********************
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21971341
  
  I am rejecting this response because: the information provided by ************* is again incorrect. Lots of monies were taken from me in this transaction. I did use a small portion some of the *** benefits I was entitled to, but the remaining benefits were together worth much more than those I already used. ****** has made a decision not to honor these benefits despite purchasing the business that was to provide them.

  I realize that ****** is not going to make this right. I do not wish to continue this back-and-forth, only for my complaint to be visible to anybody thinking about doing business with *******'s.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a deposit of $2,000 for a car (Land Cruiser 2024) back in October and canceled the order in February. I received a $2,000 check in February in deposited it at ******* in ***************The beginning of June, I got a letter from Toyota telling me that the check hadn't been cashed. We called the bank and were told that the check wasn't cashed because it didn't look real.I visited the Toyota dealer in Bellevue with their letter at the beginning of June to let them know about it and I was told that another check would be sent to my address. Never arrived.Called to ****************** or "********" but my phone calls were always transferred to a voice message. I've left messages a few times and emailed but no response.

  

  Business Response

  Date: 07/05/2024

  Better Business Bureau
  PO Box 191279
  *****, ID *****
  
  To ****************
  Case # ********
  
  This is regarding customer case # ******** that put a $2000.00 deposit down on a new Land Cruiser in October. They cancelled the deposit in February, so we sent out a check to cover the amount to the customer. In February the customer deposited the check and in **** the bank wrote back stating they didnt think that our business check was real and was not accepted. So, when the customer contacted the dealership in **** was when all our systems were down for two weeks and couldnt look up customer information or transactions. We are completely up and running again and can still see the check was not cashed. So today 7/5/2024 we reissued the check and mailed it out to the customer to cover the previous one that has been cancelled now.
  
  The customer should receive the replacement check within a couple of days. All concerns have been resolved, if you have any questions please contact me.
  
  Thank you,
  
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  **********************

• Initial Complaint

  Date:03/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After seeking council from various sources close to me as well as online I am encouraged to write this I was charged roughly $50,000 markup on a used vehicle earlier in March 2024. I was shopping for a vehicle since the start of the year, decided to put a 2k deposit down on a Prius when I was told by sales rep after, that it would be 8 to 12 months until one was available. While I was waiting other vehicles were offered to me, the Crown among others. Sticker price for a 2024 Prius prime xSE is 34k I was charged 50k for a used 2023 prime xse 6k miles. **** financing they told me I had to put $17,000 down with an outrageous 12.6% interest rate. My credit score was 680 at the time. I felt extremely pressured to have to make a decision, I was assured that I could have it refinanced and it would dramatically change the rate but after reviewing all the numbers I feel I was highly taken advantage of. My agreement states 83 payments of $809. When I attempted to bring this to the attention of the business, the information that was provided to me prior was reiterated and I was largely dismissed.

  

  Business Response

  Date: 03/19/2024

  March 19, 2024
  
  Better Business Bureau
  PO Box 191279
  *****, ** *****
  
  To ****************
  Case #********
  
  This customer came into our dealership on January 24, 2024, to purchase a new Prius Prime and placed a deposit. There is a long wait for the new 2024 and in the past 13 months we have only received 1 Prius Prime XSE.While waiting for the new Prius Prime which could be up to a year, the salesperson kept the customer informed of any other Prius Primes that *** become available. When a 2023 Certified Prius Prime with only 6088 miles came available,he was called, came in on March 2nd to purchase said vehicle.
  
  The 2024 new Prius Primes are very rare, so the customer decided to purchase, he accepted the pricing that was negotiated and the terms that bank was requesting to do the loan. The interest rate and down payment terms are set by the bank not the dealership. The vehicle price was at market pricing for these Prius Primes. The customer knew all the details of the purchase including price, interest rate and other terms of the loan before he agreed to buy the vehicle.
  
  If you have any questions please contact me, thank you.
  
  Sincerely,
  
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  **********************

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21445442
  
  I am rejecting this response because:

   

    What I was not informed at the time was that ******************* also was offering me a loan at a MUCH better rate of 8% as opposed to 12.6% 17k down with no downpayment requested. This was presented to me as my only option.

   

    I found this information out later on. It was withheld from me at the time of transaction. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/29/2024

  Such a rare vehicle. 

   

  I pulled up on the lot today and see the exact one.

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 11/28/2023 I traded my vehicle, a 2021 Toyota Camry XLE Hybrid with Michael's Toyota of Bellevue and bought a used 2016 Chevrolet Malibu Hybrid. I drove the car, and it gave me a plastic burning smell. Next day, it almost caught fire due to defective brakes that locked while driving. Next day dropped the car to dealer and it was fixed 10 days later. After this, a Check Engine Light came up due to a broken manifold, and intake valve. Due to parts shortage, ***** got the part two (2) months later. On 02/13/2023 ***** Service replaced the manifold, but discovered the Check Engine Light still on, diagnostics showed the Fuel Trim System was Running Lean due to the *** valve integrated into the valve cover is leaking causing unmetered air leak. Chevrolet technicians determined it is needed to replace the entire valve cover assembly and retest its operation. To this newest development, the ******************* decided ignore its implied warranty responsibility, and declined to fix my vehicle. During all these events, I'm pleading with the sales manager to dissolve the deal, buy back the car, or give me another safer vehicle, but I was faced with refusal at every stage of my pleading. Now, Michael's Toyota of Bellevue, is refusing to fix the car, and categorically leave me with a damaged, unsafe car, This dealership is a big, reputable business, and accordingly should've been capable of catching all these maladies happening to this vehicle before trying to sell an unsafe car, putting me, the buyer and the general public in danger. I've suffered loss of work, wages and the dealership hasn't even offer a loaner car for the extended times this car is been repaired. Chevrolet technicians have indicated the car must be repaired, or that it would catastrophically damage the engine getting me to lose my investment.

  

  Business Response

  Date: 02/19/2024

  Better Business Bureau
  PO Box 191279
  *****, ** *****
  
  To ****************,
  Case #********
  The customer came into our dealership on November 28, 2023, to trade in a 2021Camry for a different vehicle. The purchase was on a 2016 Chevrolet Malibu. All vehicles sold as pre-owned are also As is vehicles and the customers sign a document stating that they understand. When we receive trade ins the vehicle goes through service and they change the oil, check all fluids,and then make sure the vehicle is safe to drive.
  
  Shortly after the purchase the customer noticed an issue with the brakes, brought the vehicle back to the dealership, there was a defect from one of the calipers that had seized and locked up. We took the vehicle to Chevrolet and at no charge to the customer replaced the brakes, rotors, calipers,and pads. Also gave the customer a loaner to drive while the vehicle was in service. Then 3 weeks later there was an issue with the check engine light coming on. We sent the Malibu back to the local Chevrolet dealer, and they replaced the intake manifold gasket which was not a safety issue. At this point we have spent as a dealership over $3000.00 to try and help the customer. We are not going to continue to fix the vehicle in the future. We tried to talk the customer out of buying the Malibu, he traded in a reliable vehicle for the Malibu,but he wanted to proceed with the purchase. Remember the Malibu was purchased As Is meaning the customer takes responsibility for future repairs.
  If you have any questions, please contact me.
  
  Sincerely,
  
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  **********************
  ************

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21294987
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 02/19/2024

  Dealership has indicated they gave me a loaner, but that is a LIE. At no time has Michael's Toyota of Bellevue offered me such courtesy. Quite the contrary, they expressed a total opposition to my overture of returning the vehicle, and never presented the option of having a "loaner" and I had to rent a car from Lyft.   Even if it is correct that a used car buyer buys a vehicle"as is" it's no more certain the dealer has an Implied Warranty responsibility to sell a reliable, safe vehicle to a customer/client.  I am NOT a mechanic, and if a dealership washes a lemon and it runs for a few minutes, I am prone to believe it is good, and drive the vehicle away.  This vehicle, from the get go, presented multiple malfunctions, the dealer fix one and then another one presented itself.  I am supposed to foot the repair bill for a pre-existing mechanical failure or problem I was unable to detect 30 minutes after taking possession of the vehicle?  In conclusion, the "Check Engine" light of the vehicle is ON, it is a condition Michael's Toyota of Bellevue FAILED to detect when they conducted their "Multi-point examination" and they sold me an unsafe-unreliable vehicle that broke down on me within 12 hours after taking possession.  These are the facts.   

  Customer Answer

  Date: 02/19/2024

  Dealership has indicated they gave me a loaner, but that is a LIE. At no time has Michael's Toyota of Bellevue offered me such courtesy. Quite the contrary, they expressed a total opposition to my overture of returning the vehicle, and never presented the option of having a "loaner" and I had to rent a car from Lyft.   Even if it is correct that a used car buyer buys a vehicle"as is" it's no more certain the dealer has an Implied Warranty responsibility to sell a reliable, safe vehicle to a customer/client.  I am NOT a mechanic, and if a dealership washes a lemon and it runs for a few minutes, I am prone to believe it is good, and drive the vehicle away.  This vehicle, from the get go, presented multiple malfunctions, the dealer fix one and then another one presented itself.  I am supposed to foot the repair bill for a pre-existing mechanical failure or problem I was unable to detect 30 minutes after taking possession of the vehicle?  In conclusion, the "Check Engine" light of the vehicle is ON, it is a condition Michael's Toyota of Bellevue FAILED to detect when they conducted their "Multi-point examination" and they sold me an unsafe-unreliable vehicle that broke down on me within 12 hours after taking possession.  These are the facts.   

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought car 8/19/23 Issued 60 day warranty with purchase Complained of front end noise 8/20/23 Never fixed issue - serviced vehicle 8/25, 9/15, 9/25, 10/10 Issued another 60 day warranty expiring 11/29/23 Took to Car Pros for diagnosis for them 10/26/23 ($303)Determined to be inner tie rod ends (extremely dangerous!)*********************, General Manager determined he will NOT fix this vehicle and will NOT uphold his own additional 60 day warranty that is in writing and signed. Swore and Yelled before hanging up.This experience has been absolutely horrific. This vehicle is so unsafe, unreliable and not at all what we were told we were buying. This dealership is breaking the law per WA state RCW 62A-2-314 of the implied warranty. This vehicle also falls under the lemon law as it has been determined to be very unsafe and seen 4 separate times for service.I have sincere doubts that the odometer is correct either. The fuel tank door indicators are pointing to opposite sides. This shows that the odometer screen has been changed or altered.Just a quick query of this companies complaints and reviews can clearly shows unscrumptious and fraudulent activity by this business. Don't even look into their parent company, ************** Whew, that speaks a whole another story. We are owed upwards of $50,000 to buy back this vehicle, refund our deposits and payments, pay for the repairs we have had to do to this vehicle and time lost to our businesses. If we have to seek outside council, we will also be seeking further damages. Persistently asking for a new vehicle or for this vehicle to be fully fixed as promised before we bought the vehicle, this dealership also shows consistent sexism. Throughout the 3 months of trying to work with them, the outright demeaning attitude towards women were experienced and seen over and over. I have never been so intimidated or spoke to in this manner.*********************** is the contact, I have been trying to reach her for 3 months now

  

  Business Response

  Date: 11/13/2023

  Better Business Bureau
  PO Box 191279
  *****, ** *****
  
  November 13, 2023
  
  Dear ****************,
  Case #********
  This letter is regarding Case #********, the customer came into our dealership to purchase a 2019 *** ******* on August 19, 2023.
  
  We have been working with these customers since the purchase,we have done multiple repairs and had our shop ******* and 2 other senior technicians looking at this vehicle. This is a 2019 *** with 64K miles. We replaced 2 windshields, the first the customer said cracked driving home replaced September 6th and the other on October 11th after they came back stating the new windshield also has a crack. Keep in mind they live on a gravel road.
  
  The customer requested we swap out the wheels and tires with the ones from the trade-in. We also swapped out the sensors and found it needed new valve stems, we also did an alignment all of this at no charge.  We also inspected the vehicle for a noise they said was coming from the front end of the vehicle. We test drove the vehicle twice and could not find any abnormal noises, inspected the steering and suspension components,everything looked to spec. Customer stated there is a clunking from the front end feels like the front end is going to fall out. Replaced the front strut assemblies and sway bar end. The customer said the vehicle is hesitating to accelerate, no codes found. The customer states there is a squeak from the rear, found rear spoiler bolts loose. Still having driving noise, tightened sway bar and subframe bolts, inspected motor mounts and tightened. Inspected control arms, steering arms, and ball joints. Road tested and confirmed proper operation. The cost to all the parts and labor was $2895.26 again there was no cost to the customer.
  
  The customers still want things fixed that are not broken.They also took the vehicle into *** at Car Pros. They diagnosed the vehicle and could not confirm the customers concerns and want us to pay for the diagnostic fee.
  
  We have also spoken with the **************** manager; their vehicle is in good working condition. Note that the customer had altered the legal document that was given to them from Car Pros by crossing off the Not from the verbiage Did not confirm customers concern. To make it look like there was still a problem with the vehicle.
  
  We have gone above and beyond to help these customers; we have completed all the repairs and will not be fixing any other issues that *** come up. We have honored the 60-day warranty which was from August 19, 2023, to October 17, 2023. Keep in mind the customers purchased a pre-owned vehicle and signed a document stating it was an AS IS purchase.
  
  During the conversations with the two customers the language was not acceptable, they both were very difficult to work with. Our employees should not have to listen to that type of language and behavior from our customers. To clarify we do not discriminate, we have customers from all over the world women, men, all nationalities, and cultures and treat them all with respect. With that being said, we have never met the wife that is accusing us of being sexist and demeaning towards women, the only person on the loan is the husband and the only one that came to the dealership for the purchase.
  
  If you need copies of all the invoices for repairs, please let me know and I will furnish them for you, if you have any questions, please contact me.
  
  Thank you,
  
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  ********************** 

  Customer Answer

  Date: 11/20/2023

  I am not satisfied with the businesses response.  Whomever is responding, is obviously relaying improper information.  Much of what she talks about hasn't happened or did not happen.  The car came with a broken windshield from before purchase, someone with an ice pick broke many windshields in the dealership.  This was promised to be fixed and was... with an improper install or faulty windshield.  It was warrantied out and replaced again.  The parts fixed on the car were the struts, not the sway link end.  I've never heard this one single time.  I have also never received any invoices for the work done so that is also an issue.  The vehicle is still under the additional 60 day warranty issued by this dealership but they won't see the vehicle and fix the original complaint, a rattle and clunking noise.  That is all I have ever wanted and complained about since the very day we bought the vehicle.  It rattles and clunks horrible and the all wheel drive warning light continues to go on and off.  This is an unsafe and unreliable vehicle and breaking the law under WA state RCW 62A-2-314 as well as ********'s Lemon Law since it has been seen EIGHT TIMES and continues to Rattle and Clunk.  The dealership needs to fix this vehicle ASAP or take the thing back.  Unacceptable.

  

  Business Response

  Date: 12/11/2023

  Better Business Bureau
  PO Box 191279
  *****, ** *****
  
  December 11, 2023
  
  Dear ****************,
  Case #********
  This letter is regarding Case #********, is for the purchase of a 2019 *** ******* on August 19, 2023.
  
  Upon reading the customers concerns, the customer still wants things fixed that are not broken. See the attached work orders that were performed on this vehicle at our dealership. We addressed everything possible at no charge to the customer.  Car Pros *** diagnosed the vehicle could not confirm the customers concerns and replied the vehicle is in good working condition and does not need any additional repairs beyond what Michaeals Toyota has already done. Our GM also had spoken to Car Pros *** to confirm that in fact there were no issues of concern found. See the attached work order from Car Pros *** and the altered document that was changed by the customer to reflect a different outcome to say that they did confirm customer concerns.
  
  Just to clarify a couple of things, there was an extension to the limited Lithia warranty that started on 9-27-2023 until 11-27-2023 and has expired. With this said, there were no repairs needed during this timeframe that we have not already addressed and repaired. Also, the customer is bringing up the vehicle is Lemon under the Lemon Law. The Lemon Law is only for new vehicles and does not apply to used.
  
  We have gone above and beyond to help these customers; we have completed all the repairs and will not be fixing any other issues that *** come up.
  
  If you have any questions, please contact me.
  
  Thank you,
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  ********************** 

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Michaels Toyota of Bellevue is not honoring their VIP Benefits that were offered as part of the purchase of my 2021 Toyota Prius in May of 2021. The following additional maintenance services were included. 2 oil changes, 2 tire rotations, 1 alignment, 1 brake inspection, 1 chip repair, 1 bottle of touch up paint, 1 small paint - less dent repair and $50 off a complete detail. At my 25K mile service this morning I was informed that the new owner would not honor this VIP Benefits that I purchased with my car. They had provided no notice to me and no compensation. I expect them to honor this or compensate me monetarily for the services that were promised.The new owner is liable for all debts. Money was set aside by previous owner for this program. These VIP benefits were part of the reason I made the purchase at this dealership. It was a guarantee of the sale and the new owner is still responsible for honoring it. I doubt this is legal, but will consult an attorney. I request the deal be honored or I be compensated.

  

  Business Response

  Date: 10/02/2023

  October 2,2023
  Better Business Bureau
  PO Box 191279
  *****, ** *****
  
  Dear ****************,
  
  This letter is regarding case #********. The customer was concerned that ********************************************* of ******************** is no longer honoring the complementary *** that was in place when they purchased their vehicle in May of 2021.
  
  On June 27, 2021, the dealership was sold to the corporation ************** The previous ownership put monies aside to continue honoring the complementary program, the program, and monies expired June of 2023. There was also signage posted for a year in the service department stating the upcoming expiration date.
  
  Again, the *** program is no longer being honored because the previous owners are no longer in business. We cannot contact Lithia to get an extension because this program was given to our customers from the previous owners. The customer mentioned he paid for the program, again it was a complementary program no money was taken from any of our customers. The program was given to the customer after the purchasing process was complete, they would not have known about it previously to make it a part of their decision process.
  
  The program has ended, and the new owners are not liable to cover the customers services as requested. If you have any questions, please contact me.
  
  Thank you,
  
  ***********************
  Guest Relations Manager
  Michaels Toyota of Bellevue
  **********************

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20671635
  
  I am rejecting this response because:

  The new owner must honor all contracts (debts & liabilities) taken on when they purchased this dealership.

  I DID know about this benefit before buying the car because I had received it with the two cars I had purchased there in the 19 years previous. This commitment was always honored by the dealership for my previous car purchases. It WAS the reason I bought my car here instead of ******** where sales tax would have been less.

  With your refusal to meet your (assumed) obligations, I've filled a complaint with the state attorney generals office so they can determine if your actions are legal.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Michael's Toyota of Bellevue (8/8/23) for an oil change and listened to the dashcam footage while the service was taking place. One technician was talking to another technician stating that they scratched one of the wheels. One of the wheels was in fact scratched, however, the service manager ***** claims this happened "on the ride back home". I have clear video and audio evidence of the technicians conversations stating that they scratched the wheel, but the dealership will not take accountability. Dashcam footage: youtu.be/wk2qXRXXeXs

  

  Business Response

  Date: 08/11/2023

  Better Business Bureau
  PO Box 191279
  *****,***** 83719
  
  Dear ****************,
  Case #********
  
  This is regarding case #******** for the service performed at Michaels Toyota of Bellevue.
  After reading the customers email, I spoke with the Service Director and Manager they explained to me what happened. The customer has been to our dealership 3 times for oil changes, we are aware and have noted on the customers file to be careful of the wheels. During the service the Dash Cam was activated the customer was listening to the conversations the technicians were having. The two technicians were being very careful with each wheel and were joking about a scratch. The reason we have two technicians on this customers vehicle is to make sure no damage happens while doing the service. This is the part that the customer heard, remember when the service was complete the advisor went around to all the wheels using a flashlight from his phone looking at all wheels with the customer, they knew it was important to make sure there was nothing wrong before the customer left, this can also be seen on our video recording. The Service Advisor asked the customer if everything looked good, he said yes then you drove off. When the scratch was mentioned later, the Service Director and Manager spoke with both technicians, explained the customers concerns about them saying they scratched the wheel, again they were just talking among themselves kidding about the fact they scratched the wheel. There is also video of the technicians walking around the vehicle looking at the wheels. With a scratch that large it would have been noticed while the vehicle was here during the day, if we damaged a wheel, we would have taken care of it. It seems with all the different people looking at all four wheels before the customer left, they would have seen the damage, in conclusion the damage did not happen while at the dealership. If you have any further questions, please contact me at the number provided.
  
  Thank you,
  
  ***********************
  Customer Relations Manager
  ********************************************* of ********************
  ************
  **********************

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We Brought our Toyota Avelon to *******'s Toyota for an oil change. The salesman told us they will do a free tire rotation. After that our alignment went bad.

  

  Business Response

  Date: 05/01/2023

  Better Business Bureau
  PO Box 191279
  *****, ** *****
  
  To Better Business Accredited Resolution
  Case: 19996470
  
  The customer was in the dealership for service in ******************* consisted of tire rotation; at that time, it was recommended to replace the tires there ************* thirty seconds which is not good. The customer declined to replace them. The tires since ******* are probably close to reading zero, its not the fact that the alignment is off the tires are bad.
  
  When the tires are replaced, the technician will also do an alignment, but it wouldnt help at this time to be done.
  
  Its up to the customer currently what he wants to do about the tires. If you need anything else, please contact me.
  
  Sincerely,
  
  ***********************
  Michaels Toyota of Bellevue
  ************
  **********************