Michael's Toyota of Bellevue

Service with little care My van was in for a recall repair where they had to remove all the seats and redo electrical. For oil changes, while I wish they did a quick wash like My van was in for a recall repair where they had to remove all the seats and redo electrical. For oil changes, while I wish they did a quick wash like other dealers rather than a Brown Bear coupon, I get it - it's there for an hour. However, for an extensive service I would certainly think they would wash and vacuum the car. Rather, they moved crumbs out and moved them right back in. Even found an animal cracker a kid had lost somewhere and put it in the cup holder rather than throw it away. When I booked the service I specifically said I needed a loaner that could fit my 4 car seats but upon checking in after I had removed the seats they offered me a corolla... When I said that wouldn't work they moved me to the enterprise person who put me in a Ford Edge - which still would not fit my 4 children. Overall a very disappointing experience and one that will likely have me shopping elsewhere next time after I am done with my 3rd Sienna lease. More

The worst service department experience I've ever had! Let me start by saying that I, unlike much of the public, don't take the take to write a negative review for a business unless it was REALLY, extreme Let me start by saying that I, unlike much of the public, don't take the take to write a negative review for a business unless it was REALLY, extremely bad. And Michael's of Toyota qualifies! I'm rating the service department; I have no idea what their sales department is like. I bought my 2017 Tacoma at Lake City (great experience, by the way). However, since I live in Bellevue and Lake City doesn't have loaners, I took it to Michael's, which is 2 miles away, for Toyota Care and warranty work. Toyota Care always went OK. But warranty is where Michael's gives you the middle finger. I've had several issues with my truck. We'll focus on the loud whining coming from the high pressure fuel pump. When I had the car in for other issues, they actually sent a tech out with me on a drive, not to isolate the concerns so they could take care of them, but to basically explain to me how it was all normal, any issues were in my head, and everything was working perfectly since Toyota's are great cars and don't have problems (no, really!). On my visit before this last one, I brought up the fuel pump whine, which was loud and getting louder. My service adviser is Eddie Cribby. He seized the opportunity to quickly interrupt me and say how we weren't going to talk about the fuel pump this time (his exact words were, "we're not going to talk about that!", since the car was officially in for other concerns, all of which they also carefully dismissed as imaginary. I was surprised but said, OK, I'll schedule another appointment so you can look at it. They could all hear the sound I was complaining about clearly, but Eddie took the time to talk down to me and say how his new Prius developed weird noises too after he bought it, but apparently this is all normal and not worth taking it in for. Eddie also said they could not just keep me in a loaner while they looked for the noises they apparently think I imagined. Bear in mind that I am a guy, not a gal; I can only imagine how they treat women whom they think know nothing about cars. They scheduled me in and Eddie later called to say that could I bring it in a different day since it would give them more time to diagnose. I said OK, no problem. Loaner car was still good. On previous visits, I came in later in the morning and Eddie would pointedly complain that this created inconvenience for their loaner car department. In fact, most of the scheduling and warranty work seems to rotate around how convenient it is for Michael's to do the work, not your schedule. Came in on the day arranged and no one knew anything. Apparently, Eddie had not changed the schedule in the system. OK whatever, cleared that up, got the loaner. Was called in one and a half days later, told it was done, and came on in. Eddie said that the noise was the high pressure fuel pump under the hood, the noise was normal (despite only starting to happen a few thousand miles ago and steadily getting worse), and Toyota said it was normal so they weren't going to do anything about it. I said, well this is obviously not normal, expecting another lecture about how my almost new car would develop all kinds of noises and faults and this was totally normal (you know, like Eddie's new Prius). Instead, Eddie said there is nothing we can do, our hands are tied because of Toyota, and even if I bring it in again, they will not do anything. I said I want to talk to the field rep or the service manager. Eddie evaded my requests with bogus excuses and palmed me off to corporate Toyota customer care. I called them and they said they would need a diagnosis from a dealer to do anything. In fact, as long as the dealer said a part was bad or work was needed, Toyota would not dispute that and would cover it under warranty. So Eddie straight out lied to me. Toyota customer care suggested I try another dealer. I had enough of Eddie's behavior, and the general rudeness and unprofessionalism at Michael's. Called Kirkland Toyota today and they had me scheduled in for an hour later. The person over the phone and the service adviser listened to my concerns and were sympathetic. Took the car over and waited in the lobby. Three hours later, they diagnosed it as the high pressure fuel pump, ordered a new one on the spot to replace the existing unit, and gave me an estimate of completion for tomorrow. That's shorter overall than just the diagnosis took at Michael's, (which remember, was all just so they could brush me off and tell me to suck eggs). Avoid Michael's at all costs! If you ask around, other people will confirm the rude and unprofessional conduct in the service department. They are only nice if you bring it in for a rip-off 700 buck tune up. Warranty work is not welcome as far as they are concerned! More