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I had a similar situation a month or two ago at the Scion Dealership in Santa Monica CA where I go in for my 15k checkup. Everything seemed great, it was just a 15k checkup/oil change. I get maybe 5 blocks and I hear this clunking noise from my back right near my wheel well and lots of vibration. Pull over and see that every single lug nut on my back right wheel is loose. I could spin every one with my fingers, two of them had actually fallen out and were lost (they found one but never found the second and had to replace it with just another black one that looks kinda similar to my aftermarket lug)
Call them up and wait 30min on hold, they ask me to drive back which I of course couldn't do as my wheel was near falling off and 2 lug nuts were gone. Wasnt gonna risk damaging my car. Needed to get it towed back and instead of helping me with the tow company they use the chick said I had to call them and scheduled a tow since they dont call for customers.
Get it to the shop, fucking pissed but I try to keep my cool as I am worried there is damage to my car and I want that fixed. Talked to the manager and the tech, was given a rental car while they worked on my car and made sure no damage was done to the wheel, struts or lugs. Told them I wanted to see photos when my wheel was off to make sure there was no damage as I was not about to take there word for it which they assured me they would.
Which of fucking course they didnt do at all. Got a call back the next day to pickup my car. Both managers that worked the previous day and tech conveniently didn't have work that day so had to go through a huge run around with a new manager on duty to get them to jack up up my car, take the wheel off and show me no damage was done.
Thankfully no damage was done but holy fuck was it an awful experience, really nothing was done for me or to make me ever think I could trust these people again and now I am gonna need to be paranoid about checking my lug nuts, my gas gap, my windshield wipers, really anything before I drive off a lot when picking my car up.
Never would have thought I needed to check to make my lug nuts at a dealership for a routine inspection but there you go. Lesson learned.
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