Complaint Review: Toyota Of North Hollywood

I have leased three successive vehicles from Toyota of North Hollywood.
1. A Toyota 4-Runner
2. A Toyota Land Cruiser
3. A Toyota Land Cruiser

The latter two being the most expensive vehicle that they sell. When I took delivery of my latest Toyota Land Cruiser, the spare master key was broken and unusable. The salesman, Jim Coyle, promised me that he would have another one ordered and get it to me as soon as they got it in stock.

I put the broken spare key in a drawer in my house and forgot about it, until this year when my main key broke too. I went to get my spare and only then realised that I had never received the replacement. I went to Toyota of North Hollywood and asked to speak to Jim Coyle. He had left so I spoke to the floor manager, who told me that I had no proof of the promise that Jim Coyle and made, but that he could sell me two new keys for $600 !!!

These keys have a transponder unit unside, but it can easily be removed. So all I really needed was the plastic shell. When I pointed this out, the floor manager told me that it was impossible to replace, and that I could only get an entire new key.

I was outraged and asked to speak with the General Manager. I was told he was not there, so I went home and wrote a detailed letter to the General Manager, together with photos of the broken keys. I received no reply. This exhibits such a lack of courtesy to a long-standing customer that I have resolved to:
a. Never deal with Toyota again.
b. Make my experience with Toyota of North Hollywood known far and wide.
c. Let others know how to solve a similar situation if their key breaks.

After much searching on the internet I finally found a dealer on eBay that sells the blank key and shell, for $12.95 inc shipping. The blank key arrived from the U.K. in less than 10 days, and I had it cut for $1 at a local lockmith. I switched out the transponder in 30 seconds flat, and the new key works perfectly. So in all it cost me less than $14.

I believe that this despicable kind of customer treatment filters down from the top levels of the company, so I will NEVER give Toyota my business ever again. This is my last Toyota. I hope that everyone who reads this never deals with Toyota of North Hollywood. They are liars, cheaters, fraudulent, and downright rude.

Mike
Sherman Oaks, California
U.S.A.