We purchased a new Toyota bZ Limited AWD from West Coast - kcjennylee
We purchased a new Toyota bZ Limited AWD from West Coast Toyota on March 18, 2026. At delivery, we were only provided with one key fob because the dealership had misplaced the second key. This was documented on the purchase agreement.
What should have been a simple issue turned into a nearly two-month ordeal with no resolution, no proactive follow-up, and extremely concerning conduct from management.
On May 8, 2026, during a service visit, we spoke with Gord Zilkowsky (New Vehicle Sales Manager) to ask for an update. He informed us that the replacement key was only being ordered that day because he had been waiting for the missing key to “turn up,” and stated that keys are “often misplaced” and usually found later behind cabinets or elsewhere. Frankly, hearing a dealership manager casually describe misplaced vehicle keys as something common was alarming in itself.
We raised concerns that there was still an unaccounted-for active key potentially capable of accessing our vehicle. Gord completely dismissed the concern, stating:
* “It’s not a big deal, keys get misplaced or lost all the time.”
* “There are no safety concerns.”
When we compared the situation to someone potentially having a key to his house, his response was:
* “Good luck with that, you can try.”
We then directly asked whether he cared about our safety, and his response was:
* “No, I don’t care about your safety.”
That statement alone was shocking and completely unacceptable from anyone in customer service, let alone a sales manager representing Toyota.
After the interaction, we contacted Toyota Canada Customer Relations and opened a formal complaint. The representative advised us to request proof that the replacement key had actually been ordered. When we asked the parts department for documentation and Gord was informed, his response was:
* “Are you serious?”
We also later learned that our contact information had been shared with a third-party service provider without our authorization, as they explicitly told us they obtained our information from West Coast Toyota.
We submitted a formal complaint to Randy Saunders regarding Gord Zilkowsky’s conduct, unprofessionalism, dismissive attitude toward safety concerns, and the handling of this situation. To date, we have received no response whatsoever.
Toyota Canada’s response was also disappointing. We were essentially told that dealerships are independently owned and operated, and that Toyota Canada does not have control over dealership management or customer service matters. As customers, that response offered little reassurance or accountability from the Toyota brand overall.
This entire experience raised serious concerns regarding:
* Customer safety and accountability
* Internal key control practices
* Professionalism from dealership management
* Respect for customer privacy and personal information
We expected significantly better from both West Coast Toyota and the Toyota brand overall.
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