In December 2024, I took my Toyota Sienna in for service - dhouger
In December 2024, I took my Toyota Sienna in for service at Toyota of Kirkland and was charged over $2,100 — with nearly $617 in what I believe were excessive and unjustified charges. Despite reaching out directly, and filing complaints through Toyota Corporate, the Better Business Bureau, and the Washington Attorney General’s office, Toyota of Kirkland repeatedly refused to address the core issues I raised.
My concerns:
Labor Charges: I was billed at $200.37 per hour — significantly higher than the regional average for Toyota dealerships in Western Washington. When I asked for an explanation, I received only cherry-picked comparisons to other overpriced dealers, rather than any real justification for their rate.
Parts Overpricing: I was charged $30.60 each for spark plugs with a Toyota MSRP of $18.95 (available at multiple dealerships for under $15). An intake manifold gasket was charged at nearly double its MSRP. This pattern repeated across multiple line items, including transmission fluid.
Questionable Billing Practices: I was billed for a full additional labor hour for throttle body cleaning — despite that being part of the spark plug replacement procedure. The invoice listed only one technician, but over 7 hours of labor were charged in a ~6-hour window.
I attempted to resolve this in good faith through months of emails and escalations. At every stage, Toyota of Kirkland either ignored the specific pricing discrepancies or deflected with irrelevant comparisons. Their final response was to simply state that they are “allowed to make a profit.”
I agree — businesses can make a profit. But this was price gouging, not profit.
We won’t be returning to Toyota of Kirkland. We’ve found a highly rated independent shop and will be sharing this experience with friends, family, and neighbors. If you care about transparency or fair pricing, I strongly recommend taking your vehicle elsewhere.
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