I bought a Highlander in November of 2022.
Lie 1: After I paid, the dealership informed me a second key wasn’t available , but I would get it “in 2-3 months.”
Lie 2: In October I called Toyota corporate customer service (not the dealership) and they told me I “should get a letter later this year”.
Lie 3: I called Toyota again and tried to nail down a more specific date and the person said “the letter will arrive later this month”. (Still October)
Lie 4: October goes by, still no letter. So in early November, I called Toyota again and they said I’d get a letter “later this month”. I told him that’s exactly what the last guy told me, and asked him to escalate my case.
Lie 5: I got a voicemail from the escalation person apologizing, and telling me that I was scheduled to get a letter “later this month”.
I called that number back and said I needed something more specific than “later this month” or “later this year”. He put me on hold for a while, came back and said ”Oh, your vehicle was supposed to be in phase 2. You should have gotten a letter months ago, but it looks like for some reason we didn’t send it to you.”
Seriously? What would have happened if I hadn’t called them repeatedly??
Toyota customer service is embarrassingly bad.
No one here actually knows what they are talking about. There’s been a key shortage for Toyota and Lexus since early last year. Dealerships were supposed to alert customers to the fact that the cars had one key but didn’t. Initially it was thought that the issue was going to be resolved at a quicker pace than it turned out to be. Once they realized that the production was extremely far behind and was not improving they decided to issue second keys as part of a customer support program. The first set of people being those who purchased a vehicle any time before March 2023 was expected to receive their key in august 2023 and the next waves were announced some time after the last time I looked there were 2 additional waves after the first planned but I haven’t worked for the company for quite some time now. The fact of the matter is that anyone who told you a date before summer 2023 didn’t know what they were talking about and was trying to get you off their back because you were angry and they didn’t have an answer for you. For anyone saying it depends if the dealership was telling him this or corporate it doesn’t matter. there are no corporate Toyota or Lexus dealerships all of them are privately owned and those dealerships purchase the vehicles directly from the manufacturer corporate is not involved anywhere after the dealer purchases the vehicle as corporate already sold the vehicle and they have no knowledge of manufacturing or delays as the manufacturers also act independently of corporate.
Is this only US toyota? Boyght 2 cars this year and i got 2 keys on both. I live in mexico
now THAT is a bold and foolish statement!