My Review Of Thousand Oaks Toyota:
Had my car towed in to Thousand Oaks Toyota after hours 3-22, 2013 and was told to leave my key in the drop box. I filled out the envelop and placed the key in the envelop. I had one of their sales people give me an envelope and he told me where to deposit it which I did. I have had this same key on my key chain since I purchased it in 2002. Never LOST OR EVER MISPLACED it. I called them the next day and they could not find the key. I told them to look in the envelop. They said they searched everywhere and could not find it and the envelope. I confirmed to look in the drop box. He said it was not there (that was about 12 noon on Saturday.) They asked if I had another key and I found the valet key. I had no other key. My son drove it to the dealer. Monday...no calls or status. Tuesday I called and they said they had not found the key but the car was fixed. I mentioned I want my key. I said that maybe one of their employees put it in their pocket or left it somewhere by mistake. No, they said they checked with everyone. I asked if they would make a key from the valet key, but they said that key could not be duplicated. I called Larry Osborne, Service Manager, an abrasive, unprofessional and defensive man, and he said that he was the only one to open the box for overnight envelopes. He said my key was not in the envelope. I said I had sealed it in the envelope...why would I lie about that. I asked if they had any cameras to prove I had put it in the envelope, he said no. What was odd was Larry said he picked up the envelopes when he got there, but the service rep. handling my service issues had still not seen the envelope at 12 noon or knew where it was. I was told if I wanted keys, I would have to pay for a new computer key system which costs over $1,000 plus installation. I was told Toyota may pay for part of the costs. This is just one incident out of a few I have had with the dealership. The last was they did not want to honor the recall for my 2007 Corolla because it was from Canada. Fortunately, after much ado and no returned calls from Larry, Toyota Corporate in Torrance resolved the issue. In this case, Thousand Oaks Toyota did not want to do the recall, because they did not know how they would get paid. They could have risked the lives of my family because of their poor "management decisions". Thousand Oaks Toyota's management style is to blame the customer and don't do anything for them that they can get away with. I have found the service rep. to be very knowledgeable and nice, but the management are rude, don't always return calls and represent Toyota's Brand name horribly. All I wanted was my key back as it was given to them. I feel they lost it and don't want to have to pay to install a new system. They are a hopeless dealership and are a disgrace to our community. Thank you.
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