My Toyota RAV4 Was Stolen From the Dealer’s Service Area, Not Once But Twice, I Never Received an Explanation or an Apology From the Dealer

If it worked once, why not try to steal the same car again? 

Imagine taking your Toyota RAV4 to the dealer where you purchased it for a recurring problem with the battery. It's bad enough that your car is having problems, but what happens next is something that baffles the police.

Eula Archie, who owns a Toyota RAV4, received a call not from the Toyota dealer stating that her car was ready to be picked up, but rather from the Gwinnett County police near Atlanta, Georgia. They told her they had found her car abandoned at a nearby state park.

The report says, "When Eula dropped off her Toyota RAV4 for repairs at Stone Mountain Toyota, she assumed it was safe."

Eula was stunned because she had left her RAV4 at the dealer's service department to get it fixed. According to a report from Atlanta News First, she told police, "I left it at the dealership."

ANF says a Gwinnett County police officer responded to an abandoned car at the Yellow River Wildlife Sanctuary on Stone Mountain Parkway. The responding officer suspected the Toyota might be stolen. When he looked up the RAV4's registration, he contacted Eula, and she could not believe it.

She had purchased four cars from the dealership, and she trusted them with her car. Eula's Toyota RAV4 was parked inside the Toyota dealer's service department, not outside. 

Eula had her RAV4 towed back to the Toyota dealer so they could continue the car's repairs. 

The Dealer Had No Idea What Was Happening Until They Pulled the Video

In the investigation, police obtained a surveillance video only to see a masked man wandering around the dealership's back lot. The dealership's security cameras show him opening unlocked car doors and then walking through an unlocked door to the service department.

He walks over to Eula's Toyota RAV4, where he finds the key fob inside her car; he starts the car, backs up, opens the overhead door, and drives away. 

Now, the Story Takes a Bizarre Twist

Twenty-four hours after Eula's RAV4 was returned to the Toyota dealer, the car thief returned. The thief kept a spare key fob for Eula's car to steal it a second time. The Toyota dealer's video surveillance shows him driving away again.

Where is the Toyota dealer's security?

After a car is stolen right from inside the service department, you would think that security would be on high alert. However, the same Toyota RAV4 is stolen right from under their nose again. 

It’s Unbelievable

"Something is wrong," Eula said, her voice filled with shock and disbelief. "After the second time, I just couldn't believe it."

Gwinnett County Police found her RAV4 after the thief abandoned it again.

"I still think I'm dreaming," she told officers. "Those people let someone come on the lot and take it twice."

The police return to the Stone Mountain Toyota dealer and inform them that they have a serious security issue. The police are baffled at how the same car could be stolen twice from inside the service department.

A Toyota dealer employee says, "It was stolen again?" As he buries his head in his hands. 

"I've been doing this for five years, and I've had vehicles get stolen," a responding officer said, "but I've never had this much incompetence."

The Story Gets More Bizarre

In another surveillance video, the masked thief can be seen walking into the dealer's employee break room, checking the fridge for a snack, and then returning to the service department to steal Eula's car. 

Atlanta News First Investigates learned that Stone Mountain Toyota is under investigation by the Georgia Attorney General's Office after its consumer protection division received 20 complaints about the Toyota dealer over two years. 

ANF received a call from the dealer's new service manager, who stated that he had received their messages but couldn't comment on this case or the state's investigation.  

How Can a Customer Protect Their Car When It Is Taken to a Car Dealer for Service?

It's crucial to ensure robust security measures at dealerships to prevent such incidents. Visible deterrents, immobilizers, and tracking systems can all play a role in protecting your car. 

Detailed Recommendations:

• Visible Deterrents: Steering Wheel Lock: Devices like The Club or Disklok can deter thieves by making it difficult to drive the vehicle.
• Window Etching: Etching your vehicle identification number (VIN) on windows makes the car less appealing to thieves, as it's costly to replace marked windows.
• Immobilizers: Kill Switch: A kill switch can be installed in a hidden location to disable the ignition or fuel line, preventing the car from starting.
• Immobilizer Systems: These systems can incorporate smart keys, kill switches, and wireless ignition authentication to prevent hotwiring.
• Tracking Systems: GPS Trackers - A GPS tracking system enables you to track your vehicle's location in real time, making it easier to recover if it is stolen. 

Dealership Security: 

• Management: Ensure the dealership has a secure key management system with limited access.
• Security Cameras: Dealerships should have visible security cameras, especially in the service area, to deter theft.
• Secure Lot: Dealerships should have a well-lit and secure lot, possibly with fencing and bollards to restrict access.
• Employee Training: Dealership staff should be trained on security protocols and key management procedures. 

Other Precautions:

1. Remove Valuables: Before leaving your car at the dealership, remove any valuables.
2. Double-Check Keys: Be sure to double-check that you have your keys before leaving the dealership.
3. Park in Visible Areas: If possible, park in a well-lit and busy area of the dealership lot. 

Conclusion:

"Out of all those brand-new, beautiful cars on the lot, somebody is after my car?" Eula said. "Why? I don't understand."

I am amazed at the Toyota dealer’s lack of courtesy towards a good customer who had already purchased four cars from them. Perhaps they were upset that she had taken the bizarre story to a news outlet, exposing their incompetence?

Eula says she never received an explanation from the Toyota dealer or an apology, leaving her feeling a lack of accountability. 

The Gwinnett County police continue the investigation but have no idea who the thief is who stole Eula's Toyota RAV4, not once, but twice, leaving the situation unresolved and tense.

It's Your Turn

Have you ever received such poor customer service from a car dealer? If so, click the red Add New Comment link below and let us know.

Check out my Toyota RAV4 story: I Just Bought a 2025 Toyota RAV4 XLE, Put 1000 Miles On It, and I Already Want To Trade It In, This Car Is a Total Disappointment

I am Denis Flierl, a Senior Torque News Reporter since 2012. My 30+ year tenure in the automotive industry, initially in a consulting role with every major car brand and later as a freelance journalist test-driving new vehicles, has equipped me with a wealth of knowledge. I specialize in reporting the latest automotive news and providing expert analysis on Subaru, which you'll find here, ensuring that you, as a reader, are always well-informed and up-to-date. Follow me on my X SubaruReport, All Subaru, WRXSTI, @DenisFlierl, Facebook, and Instagram.

Photo credit: Denis Flierl via Atlanta News First