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.
If you want anything escalated by the people at that dealership you need to go in person. Their business plan is to make money by selling things (service, cars, warranties) and will always prioritize in person people buying things
Nothing makes a sales manager motivated to appease than an irate and vocal customer on the actual sales floor, on a busy Saturday
Having sold cars on busy Saturdays, this is the best way to get anything done post sale/post service at a dealership. First stern, sticky, and polite then irate haha
Getting them out of my showroom does, in fact, motivate me to assist them, or at least (in a case like this) let them know that it’s a corporate thing not a dealership thing, so they just need to call corporate.