First I have to start by saying our initial buying experience at Michael's was very good. My husband and I came into the dealership interested in purchasing a Sequoia for our growing family and the convenience of getting into the 3rd row that we had read only the Sequoia had. Justin (the sales rep) told us about the new 2014 Highlander that had just started being made with 8 passengers and easy access to the 3rd row like the Sequoia. We have owned an Acura MDX for the past 7 years and after test driving the Highlander we were convinced this would suit our needs without going to enormity of the Sequoia. There was no pressure to purchase that day, but they did make it easy once we decided to purchase, and it has gone down hill from there. We were told our car was in Portland and would be trucked up between the 10-14th of February (we purchased on the 1st). We also purchased a few add ons so that would take an additional day for the service department to add these things. In the coming week and a half we received several communications about our service plan, new parts arriving and congratulatory letters telling us to enjoy the car (that we didn't have), but no other communication as to status. On the 13th my husband finally called the dealership only to be told that snow had delayed the delivery and they expected it in the next day or so. My husband called again today (the 16th) and was told there had been a part recalled so it was still in Kent getting fixed. While obviously weather and recalls are beyond anyones control, communication is not. We were not told once what the status of the car was or that it was delayed. For a company who's motto is "where it's all about you". It hasn't felt like it's been all about us since we walked off the sales lot over 2 weeks ago. I may update this review once we actually get the car, and see how everything else goes, but at this point I would recommend MUCH more communication so that customers aren't wondering what is going on after their purchase is made.
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