Literally the worst customer services/communication I have ever experienced in my life. For the first time ever, I filed a complaint about them to the Better Business Bureau. I leased a 2017 Highlander with them last month. When I went to pick up the brand new vehicle I was given one key. My sales rep informed me that my spare key was given to another customer by accident, but that he would drop it off in my mailbox by the beginning of the following week. When that didn't happen, I inquired with him 2-3 more times via text message. He eventually told me that it looks like he wouldn't be getting them back and that my best plan would be to come back to the dealership to have a copy made. He then informed me that the key copier was only in on Wednesdays from 9-12. I went out of my way to make myself available to go in on a Wednesday morning. Once there, I waited for 45 minutes only to have a manager tell me that the key guy didn't show up. He called me that evening to say that he would be in tomorrow but that he would call me to let me know when he was in. He never called. I called and left a message with no return call. I then contacted the General Manager to make him aware of the situation and ask for a resolution. He apologized for the confusion and said that they are a full dealership who can make keys, they do not need to use the key guy on Wednesdays. He said he would research the situation and get back to me. I hadn't heard from him for a few days, so I reached out to him. (Notice the trend- ALWAYS me reaching out to them!) He immediately called me and told me that I needed to bring in my vehicle to have the key made and that it could take several hours. He only offered to get me a ride somewhere and fill up my gas tank. I shared that I could only get a ride there on a Saturday. He said that would work and that he would let the service department know. I arrived on a Saturday, told a service representative why I was there, to which they had no record of me coming. I told them that I would be back several hours later. Minutes after driving away, I received a call saying I should turn back because they didn't have what they needed in stock to make the key. I asked to speak with the GM and they told me he was not in, so I sent him an e-mail. I received a call from another manager that I could arrange when picking up my vehicle that they come to get my car at my workplace and make the key once they have what they need. If and when this eventually works out, I still find this whole situation extremely frustrating. This should have been their plan from the get go. I should never have had to have taken time out of my day (let alone twice!) to bring my car there. This was their error to begin with. Every single person who buys or leases a brand new car is entitled to two sets of keys. You'd think I was asking for the world with the way they acted though. I continued to climb up the ladder until there was no where to climb any more, which is why I eventually reported to the BBB. It should have never gotten to this point. I get the feeling that if that I were a new customer inquiring about a purchase, I never would have been treated this way. They had me where they wanted me- I had already leased the car so they already had the bulk of my business. But let me tell you, I will NEVER be purchasing from them again, nor any of my family members, nor anyone who gets wind of this story, which I hope to be many people.