Michael's Toyota of Bellevue

April 25, 2017To the Revdex.com,Case # [redacted] This is in response to the complaint on 4-25-for case # [redacted] The customers brought in their vehicle for us to evaluate the front struts that [redacted] had inspectedTheir inspection indicated that the struts should be replaced and to come to a Toyota dealership because this service should be under warrantyIn this case, the customer had called Toyota to get assistance but Toyota declined the help, because the warranty had expired thousand miles agoThis warranty on the struts was for years or 36K miles whichever comes first and is not a part of the powertrain, in fact it is part of the suspensionWe spoke to the customer, explained the situation and that we would help in some way, they did not except our offerTold them to let us know if they wanted us to repair the vehicle, because we too advised them to replace the strutsPlease let me know if there is anything else you may needThank you, Sheree L***Michael’s Toyota of BellevueGuest Relations Manager [redacted] @toyotaofbelleuve.com

To the Revdex.comRE: [redacted] 8-22-I have spoken with the customer about this promotion, explained that this was populated from the previous ownership prior to our taking over the dealershipWe are going to be taking care of this customer today, they are very happyAll concerns have been addressed, please let me know if there is anything else you may needThank you, Sheree L***Michael's Subaru of Bellevue

To *** *** at the Revdex.com,
ID# ***
8-1-After speaking with the Service Director and Service Manager, when the vehicle was brought into our dealership and the technicians started the process for the recalls, they plug the vehicle up to the computerThis is when they
saw the code for the sensor, we called the customer at this point and asked if they wanted to replace the sensor, they said noThe code was in the computer when the vehicle came in but the lights were not on yet, again once they plugged into the computer they saw a problem, we also told the customer the warning lights could come on at any time, and they did after the customer picked up the vehicleWhen the customers were in for service we offered to install the sensor for free if they purchased the parts and we would sell the part at our cost plus 10% which is employee pricing, they declinedThere was nothing that we had done to make the lights come on, and without the replacement they will come on eventually on their own, so the repairs for the recall and oil change we addressed would not have anything to do with the sensor in questionIn closing, the sensor that is being referred to had already gone bad before the vehicle came into the service department and this was confirmed when the vehicle was plugged into the computer prior to performing the recalls
If you have any questions please don't hesitate to contact me directly
Thank you,
Sheree L***
Guest Relations Manager
Michael's Toyota of Bellevue

Dear Ms*** ***, I am pleased to hear from the Revdex.com about my warranty issue. But I can’t proceed the next step in your System nowComplaint: *** I am rejecting this response because: I think that the struts must be an internal part of the Front Wheel Drive SystemAs you see in the mail, I called the TOYOTA. Then TOYOTA called me back that TOYOTA and Michael's TOYOTA of Bellevue were discussing about the warranty, TOYOTA gave me the notice after more than week that the struts could not be covered with the warranty because the strut is the external part of the Front Wheel Drive SystemBut as you see in the Warranty Guide(page 13) and the advertisement on the TOYOTA website(attached), the customer can think that the strut should be the internal of the Front Wheel Drive System. The Warranty Guide is not clear that the strut is not an internal part of the Front Wheel Drive System.(The picture of the Front Wheel Drive System is attached) Les Schwab also told me that the strut would be covered with the warranty by TOYOTA Service CenterThe customer will believe that the strut can be covered with the warranty till 60,miles when he/she read the Warranty Guide So I think that the strut should be covered with the warranty until the Guide is revised clearlyThank you very much for your helpI am looking forward to hearing from you soonSincerely, *** *** *** ***Please See Attached Documents.***

Complaint: ***I am rejecting this response because:
My response to Michael Toyota is that I want the terms of my loan changed my interest rate is higher because of how many times they ran my credit I want my original interest rate with the interest payment to the lower.They finance me through *** *** they have the opportunity to change my interest rate structure for the loan as well as the payment amount.Because they ran my credit times submitting to other banks my credit score dropped points which is what in turn made my interest rate become 11% versus the 8.99% which is what the original loan documentation was for.My request is percent on my interest rate and a lower monthly paymentBecause this was financed through *** *** they have the opportunity and choice to do thisThey have the documentation from the original credit application they can show and prove what my score was at that time and give me the lower interest rate and Payment.Sincerely,*** ***

May 2, 2017 Revdex.comPO Box 1000DuPont, WA 98327 Case # *** To *** *** This is in response to the second letter stating that the customer was not happy with the outcome of resultsWith further review and talking with our DSPM at Toyota for assistance, knowing the warranty would not cover, we will be covering the cost of the struts with a goodwillThe customer will be called to setup the appointment to get this taken care of as soon as possible, since we have our authorization from Toyota we can move forwardIf you have any further questions please don’t hesitate to give me a call Best Regards, Sheree L***Guest Relations ManagerMichael’s Toyota of Bellevue***@toyotaofbellevue.com

September23, 2015 To the BetterBusiness Bureau, This letteris in response to Case # ***In thecourse of two and a half months we sold the customer vehiclesDuring thisprocess the customer gave us information that couldn’t be verified regardingjob and residenceWhile trying to
verify this information that was given ontwo different applications, the approvals we were working on expired more thanonceWhen this happens the whole process starts over, this is why there wouldbe more inquires than normalIf the information would have been correct andverifiable the process would have been much easier from the beginningWe neverdid get the information we needed from the customerWe finally received anapproval after lots of work with our lender, they approved the loan as goodwillto take care of our customerAs for loan, it cannot be redone due to the factit was very difficult to get approvedWe did everything we could to help thecustomer get a vehicle and approved by the lenderPlease let me know if there is anythingelse you need.Thank you, Sheree L***Guest Relations ManagerMichael's Toyota of Bellevue***@toyotaofbellevue.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Revdex.com Complaint: *** Dear Ms*** ***, I got the call from MrAdam H***, an assistant service manager at the Michael’s Toyota of Bellevue on Apr28th.(today) Ho told me that the struts of my vehicle would be replaced with the warranty. So I made the appointment that struts would be replaced on May 4th(Thursday), at the Michael’s Toyota of Bellevue Service Center. I think that my complaint was solved due to your arbitration. Thank you very much for your help and consideration, Sincerely yours, *** *** ***

To the Revdex.comRE: *** 8-22-I have spoken with the customer about this promotion, explained that this was populated from the previous ownership prior to our taking over the dealershipWe are going to be taking care of this customer today, they are very happyAll concerns have
been addressed, please let me know if there is anything else you may need. Thank you, Sheree L***Michael's Subaru of Bellevue

October 14,
To the Revdex.com,
Case # ***
This is in response to the complaint on 10-5-from *** ***The customer’s brought in their vehicle in for an oil change, at this time the assistant service manager will always get this person’s name and phone number to
call when the vehicle is ready or if they have any further questionsTo our knowledge the person who dropped off the vehicle had authorization to have additional repairs done if it was needed
In this case while the technician was still working on the vehicle they called the person who dropped off the vehicle to let them know the technician had a few recommendations before they completed the serviceThe assistant service manager told them the items that needed to be fixed and per item what the cost would beWe do not call the customers if it’s just the oil change service, only if the technician see’s items that need immediate attentionWhen they spoke to the person who dropped off the vehicle and explain to them what was needed, they said, if it needs it, let’s get it doneAt no time did we feel we performed unauthorized repairs
We spoke to *** several times, gathering information and coming to the conclusion that after they paid for the oil change service which was $the remaining amount we would split, she was perfectly fine with that offer and seemed happy with the decisionWe reimbursed her for that portion of the service and considered the case closed
Please let me know if there is anything else you may need
Thank you,
Sheree L***
Michael’s Toyota of Bellevue
Guest Relations Manager
***toyotaofbelleuve.com

April 25, 2017To the Revdex.com,Case # *** This is in response to the complaint on 4-25-for case #***The customers brought in their vehicle for us to evaluate the front struts that *** *** had inspectedTheir inspection indicated that the struts should be replaced and
to come to a Toyota dealership because this service should be under warrantyIn this case, the customer had called Toyota to get assistance but Toyota declined the help, because the warranty had expired thousand miles agoThis warranty on the struts was for years or 36K miles whichever comes first and is not a part of the powertrain, in fact it is part of the suspensionWe spoke to the customer, explained the situation and that we would help in some way, they did not except our offerTold them to let us know if they wanted us to repair the vehicle, because we too advised them to replace the strutsPlease let me know if there is anything else you may needThank you, Sheree L***Michael’s Toyota of BellevueGuest Relations Manager***@toyotaofbelleuve.com

December 4, Revdex.com PO Box DuPont, WA To *** ***, Case # *** The customer came into our dealership looking for a vehicle, spending most of the day to find the right oneThe decision was made and continued through the
process including financeKnowing the items that were needed to complete the loan and hold the vehicle a purchase order had to be signedThe customer wanted to purchase a vehicle but knowing what was still out standing we decided to hold the process until the customer furnished us with the documents we neededWe could not get a hold of the customer to confirm what he wanted to do, nor did we get the documents we needed, so we canceled the processNothing has been done on this vehicle deal and all obligation with this customer have been canceled, no further action is requiredI will send a written letter to the customer stating this informationPlease let me know if there is anything else you may need Thank you, Sheree L*** Guest Relations Manager Michael’s Toyota of Bellevue