Toyota Direct, Columbus, Ohio "Hub key" Columbus, Ohio

I purchased a new Toyota Highlander from Toyota Direct in January 2005.  I have always gone back to Toyota Direct to get my oil changed and tires rotated.

In May 2009 I purchased new tires from a tire store in order to go on a trip.  In July 2009, I went and had my oil changed and tires rotated.

When it came time for me to have my oil changed and tires rotated again, I was told that they could not find my hub key.  He stated that whomever put my tires on must have lost the key.  I provided receipts on the new tire purchase as well as the tire rotation after that.  I explained that if at that time the key was lost, why was I charged for something that did not occur.  The service person said he would look into it.  I contacted the service person several times and still did not get an answer or a new key.  I contacted the manager several times, who would return my call, only to tell me he would look into it, but would never call again.  This went on for about 8 months and I gave up.

My husband then took my vehicle to Germain Toyota in which they said "why didn't they just give you another key?"  We paid $40 for another key, and needless to say, we shouldn't have to.  Toyota Direct should have just given us another one seeing the receipts I have.

But that little incident caused us to change our business to Germain Toyota.