NHTSA Complaint #11659811 — 2023 TOYOTA RAV4

After routine service at South Coast Toyota in Costa Mesa, CA, I unknowingly drove my 2023 Toyota RAV4 Hybrid for over a week with two missing lug nuts and one extremely loose lug nut on the front passenger wheel. The service performed on April 5, 2025, included an oil change, tire rotation, and full inspection. No issues were reported to me at pickup. Over the next several days, I heard increasing thumping and metallic noises from the front right wheel area, especially at highway speeds. On [XXX], while driving with children in the car, the vehicle made loud metal screeching noises and the steering became impaired—I could not complete a basic turn. I limped the car home at 4 mph. Upon inspection, I found two lug nuts missing and one so loose I could unscrew it by hand. I had the car towed back to South Coast Toyota on April 18. The dealership admitted two lug nuts were missing but failed to apologize or fully document the issue. I was told via text that the only action needed was replacing the missing lug nuts. I received no formal inspection report or confirmation that the vehicle was safe. I paid out of pocket for a third-party inspection at a separate Toyota dealership, which confirmed that the previously recommended sway bar replacement was unnecessary and that my tires and components were in better condition than initially claimed. This was a clear service-related safety failure that could have led to wheel detachment and a serious accident. I drove over 200 miles on freeways with children in the vehicle. The dealership failed to follow basic safety protocols and has not taken responsibility. I am reporting this to NHTSA in the interest of safety and accountability. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)