Complaints

This profile includes complaints for Toyota of Kirkland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Toyota of Kirkland has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Toyota of Kirkland

  13210 NE 124th St Kirkland, WA 98034-8004

• 

  Toyota of Kirkland

  PO Box 818 Kirkland, WA 98083

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:12/10/2024

  Type:Service or Repair 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.

  My 2023 Toyota 4Runner was towed to Kirkland Toyota on December 4th around 10AM, where I purchased the vehicle a few months ago. It reported an electric malfunction to the Engine and a malfunction in the Multi-Terrain system. We heard nothing until we called on Thursday thinking it would be fixed under the extended warranty. Our Service Specialist said "no, it looks like rodent damage". Witch surprises me as I have 5 dogs and haven't noticed any signs of rodents near my home. I have called several times, leaving messages, asking about the repair, asking to speak to a manager, begging for any information on when I could pick up my 4Runner. I have heard nothing, no call backs, no messages, nothing. I spend thousands of dollars for this vehicle and yet I feel like I'm annoying them by calling and asking questions.. They continue to promise someone will call. I can't keep barrowing a call and demand someone tell me something at that they pay for the repairs. If this is how they treat their customer's I would suggest you look elsewhere.

  Business Response

  Date: 12/12/2024

  Was the dealership fault for the lack of communication with the guest. We provided the guest with a loaner vehicle and two days later their vehicle is repaired and ready for pickup.

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/10/2024

  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.

  On October 8th, I scheduled a tire replacement service at Toyota of Kirkland. During the appointment scheduling call, I was explicitly told that the cost would be $100 plus tax. However, after arriving at the scheduled time (around 9:30 AM), I waited nearly five hours for my car to be serviced.Despite the initial price agreement, the final bill was $113.85 before tax. Unexpected charges included a $4 tire disposal fee (which I was promised would be free) and a $9.85 shop supplies fee that was not mentioned during the scheduling process.After leaving the service, my low tire pressure warning light illuminated. Upon returning to Toyota of Kirkland, I was informed that two of my TPMS sensors had suddenly malfunctioned. While this could be a coincidence, I suspect that the dealership may have swapped my working sensors with faulty ones to encourage me to purchase replacements.

  Business Response

  Date: 10/21/2024

  The additional charges of $4.00 and $9.85 are standard charge from all dealers that change tires. The **** are sensors bad because the batteries have failed, and the guest was shown this during her visit. We offered to cover the cost of labor if she would pay for parts if she wanted to replace the **** sensors and she declined. The offer still stands.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22408363
  
  I am rejecting this response because:

  With regards to the charges: While business says it's standard charges, those were never mentioned to me neither on the original quote over the phone nor in the office when I tried to confirm the price before work was done. I specifically have chosen that particular dealership because theirs quote was lower compared to other businesses, while after all it was more expensive compared to other options I had. That's why I feel it would be fair to refund those money.

  With regards to TPMS sensors, they were completely functional at the time when I dropped my vehicle for the service. So it's very suspicious that two out of 4 suddenly got a dead battery right after the service was done. So I suspect that my working TPMSes were swapped with non functional ones. I believe that business should offer a TPMS sensors replacement for free including parts taking into account I dropped my vehicles with all of them working. In worth case scenario I could accept an offer for a free installation of my personal TPMS sensors.
  
  Sincerely,
  
  ******* Malinovska

  Business Response

  Date: 11/06/2024

  In regard to the cost of the shop supplies the guest signed off on her final service bill that she authorized being charged to pay shop supply cost. (Check your final invoice) Again, the sensor batteries on the 2015 prius were bad and we even remove them right in front of the guest to show her that they were bad and needed to be replaced. 

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22408363
  
  I am rejecting this response because: there were no other option presented then accept the charge. I complained to the business at the time they shown to be the bill, but they said they can do nothing at that point.

  With regards to TPMS sensors, I believe it's a very slim chances that both of the sensors suddenly failed right after the service. What I told to the technician and asked to explain why both of them suddenly went bad. They were unable to explain.
  
  Sincerely,
  
  ******* Malinovska

• Initial Complaint

  Date:06/28/2024

  Type:Sales and Advertising 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 2013 Toyota of Kirkland dealership sold us a car with financing, VIN *****************. The loan documents list Toyota of Kirkland both as the creditor and as the approver of the loan. Although the loan was fully paid off a decade ago, on the vehicle registration Toyota ************************ (****) is still listed as the legal owner. This is because **** failed to legally release ownership to the motor vehicle agency. As a result, over the past decade we never could and still cannot obtain the car title and sell the car. Legally the car is still owned by ****. We never applied for the **** loan directly, since both the car purchase and the car loan were managed by Toyota of Kirkland as the seller of **** loans. We contacted Toyota of Kirkland and requested Toyota of Kirkland to work with their **** partners to get the vehicle ownership released to the motor vehicle agency ASAP. Toyota of Kirkland responded that they are working with **** to fix the ownership release problem. However, despite our continual requests, Toyota of Kirkland never followed up.

  Business Response

  Date: 06/28/2024

  Toyota of Kirkland arranged financing for the guest with Toyota Financial once the guest has paid the balance of their loan it's their responsibility to contact the lender to secure the lien release and title to the vehicle. The dealer has no control over these documents only the lender does. Here is the number the guest needs to call to contact Toyota Financial ************.  

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21914011
  
  I am rejecting this response because:
  
  Toyota of Kirkland makes a false statement in reference to the buyer: "it's their responsibility to contact the lender to secure the lien release and title to the vehicle".
  
  Firstly, the law dictates no customer participation is required for ownership to be transferred upon pay-off, the ownership transfer should happen without any customer request - quoting the regulation: "liens are released to the motor vehicle agency approximately 10 business days after the payoff is received".
  
  For us the lien has never been released.
  
  Secondly, Toyota of Kirkland already accepted their role in fixing this problem, and having accepted the role abandoned us shortly after - from the letter sent to us by Toyota of Kirkland, subject: "checking in and resolving your car issue", the message: "We received your inquiry about the registration issue with your 2013 purchase. Were on it and working to resolve this with TMCC asap.".
  
  After that Toyota of Kirkland just disappeared.
  
  Ultimately, Toyota of Kirkland is the seller of the financing product, no matter which financial institution is the loan from, especially TMCC in this case, and as such Toyota of Kirkland should work with their loan provider to resolve the loan problem that the customer is facing.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/11/2024

  This is our virtual AI that respond to your question please respond to my previous email on how to solve the issue with your title.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21914011
  
  I am rejecting this response because:

  The message from the business is just 1 AI-generated line: "This is our virtual AI that respond to your question ...". So, the business in fact did not even respond.

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

  Customer Answer

  Date: 07/16/2024

  I already provided the rejection statement in my first response on this complaint. After that BBB passed the ** response from the business to me. The ** response from the business is immaterial since it has no relevant content in it. And so, my rejection statement from my first response on this complaint remains the correct rejection statement.

• Initial Complaint

  Date:06/22/2024

  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.

  Have been going to this deal for almost 3 years for services since I got my 2021 RAV4. I came in for a routine service on 6/21/24. My car was at 33.6k miles. **** I hit 22k miles, they told me my cabin filter needed to be replaced. The rep said I could have it done then or that its included in the 30k maintenance. So, I waited and had the 30k check done at 28k. Bring my car in for the next check at 33.5k and the rep looks at my file and immediately tells me it looks like youre due for a cabin filter replacement. I said I shouldnt be. It was done on the last visit. He said oh, did you get that done somewhere else because I dont see it here. Nope. It was done here.Wait around for 3.5 hrs, and the rep comes to tell me that the tech said my cabin filter was in the red and did I want it replaced. I again said it shouldnt be. It was changed in the last maintenance check 5k miles ago. I asked for a manager who showed me the filter. I reiterated multiple times that I didnt believe it was changed in the 30k maintenance which I paid out of pocket over $400 for. ****** (the manager) assures me that it was that it could have been due to fire season or a harsh winter. I pointed out that fire season hadnt been started yet, and we didnt have a harsh winter this past year. He said well, Im just giving you some examples as to why it may be this dirty. To which I responded and Im telling you none of those events have happened so how did my last filter last 22k and this one only lasted 5k when I have remained in the same area? I also pointed out to ****** what the rep had told me originally when I came in, and he claimed the system only shows the recommendations, not the actual work done.I want a refund for my 30k service because I do believe this service center provided the service that I was charged for. This is fraud.

  Business Response

  Date: 06/28/2024

  The ****** miles service that the guest wants a refund for was performed on the vehicle. Longevity of the cabin air filter varies depending on driving habits and conditions, i.e. gravel or dirt roads and other weather factors.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21888640
  
  I am rejecting this response because: I disagree. I dont travel on dirt roads, fire season hasnt happened, and we didnt have a bad winter. The Toyota website says a filter should last between 10k-15k miles and mine is completely dirty after 5k? I do not believe that it was changed during my 30k maintenance check. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/17/2023

  Type:Product 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 bought a Camry from the dealership ( VIN number: ***************** ) and I was given a quote for ****** price. The salesman told me there is no added package for ************** under the program. I reviewed the price and was sent to finance office to complete the purchase. I declined all the additional package they are selling and signed a declination and complete the purchase. Today, on Oct 15th I picked my registration and license plate and was expecting a large refund of the registration fee( the estimated fee I paid was above ****) but the refund was very small so I went back to check my paper work. I found a $615 theft protection was added to my purchase without my awareness. Neither the salesman or the finance person ever mentioned this insurance in the purchase. This was shown as estimated registration fee before I went to the finance office. I called the sales man and he checked with the manager and agreed to process a refund and the refund will be mailed to me via a check. I waited about more than a months but havent received it. I checked with the sales person on Dec 3, he said it will be mailed to me the next day. Two weeks has passed I still havent seem my refund check. I called him again on Dec 16 and he said the finance person will call me this morning, but I still havent called me. I have been very patient waiting for my refund but I am now very disappointed due to the constant delay. I am asking for a refund for the $615+ ****% tax = ******. I also have all the price quote if needed.

  Business Response

  Date: 12/19/2023

  I have contacted *********************** and his refund will be sent out in the mail on 12/19/23. 
  

  ***********************
  Toyota of  Kirkland 
  General Managet

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair 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.

  2021 Toyota 4Runner purchased 7/31/2022 from Toyota of Kirkland for $58,000+.Of Concern:# Installation of front license plate promised at time of purchase yet denied upon bringing it in for oil maintenance on 12/27/22. Upon receiving the plates in Aug./Sept. I went to install them only to find that the bumper holes for that were too far apart. Service Rep said it would cost $97 to install plates with necessary plate mount. No plate mount was on the vehicle from the beginning. Sales Mgr. said it would be taken care of, but then Salesman and ************* claimed that either I or someone removed mount (which is not true). So, rather than install my plates as promised at purchase, they refused to do so without my paying $97. This is a scam. # Refused to do anything about vehicle window tinting so dark it is not legal---for which I was pulled over and given a warning citation. What kind of a dealership does this to its customers---knowingly selling what is not legal without correction?# Provided only one key fob for vehicle which is not customary. What?! Two has always been customary.# Vehicle did not come with an owner's manual which also is not customary. What?!# Upon bringing the 4Runner in for its first complementary oil maintenance which was promised at the time of purchase, the service representative said I would owe $120 for that. I reminded her that free oil maintenance was part of the deal. She double-downed, but I stood my ground. She then claimed to finally find it in the computer, and acquiesced. Really?! In addition, it took nearly 3 hours to complete the oil change for which I had an appointment. Who has this kind of time to wait around like that? The dealership shows no respect for the value of my time. * I have waited for dealership to reconsider and discuss a reasonable resolution to my concerns, but I have heard nothing. What kind of dealership treats its customers like this? How would they like to be treated in this manner?

  Business Response

  Date: 12/30/2022

  We will take care of the front license bracket, the additional key and owner's manual, We, will also review the degree of the tint. The wait time for the oil change was due to back log of business being pushed to December 27th from the ice storm. My service manager will get the parts order and contact the guest with a time frame.

  Customer Answer

  Date: 01/17/2023

  My complaint against Toyota of Kirkland has been resolved.  The General Manager has responded positively and satisfactorily address all concerns.  
  

   

  Thank you for your assistance.  

   

  ---***************************** (Kirkland WA)

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair 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 arrived for a standard oil change and made it known that I did not want them to service my tires since they are serviced elsewhere. Upon sitting down with the Service Advisor, he immediately suggested that I get a wheel ******************* replacement along with my oil change, then proceeded to quote me an estimated $586 for those three services.Instead of walking out the door, I asked him to not touch the tires and just do the oil change and coolant replacement. The new estimate was now $324 along with a 3-4 hour wait time, no offer for a loaner vehicle, and no details nor itemized price breakdown for the quote. I hesitantly signed the authorization forms and called an Uber home just to have the work completed. My total came to be $296.56 breakdown as follows:- ************** $46.66 - Labor for Oil: $62.07 - Coolant: $27.32 - Labor for Coolant: $115.56 - A $17 charge for shop supplies - Tax: $27.45 I also noticed upon picking up my vehicle that they had marked my cabin air filter as will require further attention; this raised more red flags with me because I had very recently (within the past 3 months) replaced my cabin air filter myself with a brand new one and had only traveled about **** miles since replacing it. I dont plan on ever going back to this establishment for services based on their lack of transparency regarding pricing and servicing.

  Business Response

  Date: 11/14/2022

  The reason why the cabin air filter was ****ed because due to the amount of smokey weather that we have had in ********** this summer will definitely affect the condition of the cabin air filter. That **** means somewhere down the road not now the cabin air filter will need to be looked at. The only way that would not be ****ed was if the cabin air filter was brand new.

  Customer Answer

  Date: 11/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****