Toyota of Kirkland

Hello,

I am writing to express my deep dissatisfaction with the service I received from Toyota of Kirkland.

I purchased a new Toyota RAV4 from your dealership on January 15, 2024, and was told at the time of purchase that I would receive only one key due to a chip shortage. The salesperson informed me that the second key would be provided within a few months, possibly up to six months.

Since then, my wife regularly visited the dealership every three months to follow up on the second key.

Each time, she was told by the front desk staff that the key was still in progress and that many other customers were also waiting.

After 1.5 years, on May 17, 2025, I finally received the second key. Before that, I visited other Toyota dealerships (Puyallup, Renton, and Seattle) to see if this was a common issue. All of them confirmed that they always provide two keys with a new car and had no such delays.

When I returned to Toyota of Kirkland, I spoke with a manager named Paul at the front desk. He told me there was no record of my second key in the system but that I could come back on Monday to have the key made.

When I asked why I had waited 1.5 years, he simply said, I dont know, maybe we lost your key. I asked for a proper explanation, but he kept repeating, I dont know, I didnt speak with you before.

Paul was dismissive and rude. He never once apologized for the delay or inconvenience.

His attitude and lack of accountability were extremely unprofessional and reflect poorly on your dealerships management and customer service standards.

This experience has left me very disappointed. I hope your management takes this feedback seriously and addresses the lack of communication and responsibility in your service process.

Sincerely,

Nikita Babanin