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.
Of course the lack of the 2nd key is due to the micro chip shortages still going on since Covid and China lockdowns (amazing it’s still an issue). I waited about 3 months when I got my new Tacoma lease.
Of course Toyota lacks ability to control this but likely reacting based on priority and who’s telling the loudest. Keep inquiring and I think you’ll get your 2nd key
Personally this should not be an issue since Nov 2022