Gone in a Spin: The Theft of My Spare Wheel

Good day,

I would like to formally raise a concern regarding my recent experience with Toyota Rustenburg.

On 10 March 2025, I brought my bakkie in for repairs after noticing a strange noise coming from the front of the engine. I was informed that the necessary parts would need to be ordered, and that I should return once they had arrived.

While I was on holiday in Mossel Bay, I received a call from the dealership notifying me that the parts had arrived and that my vehicle could be repaired. I informed the service advisor that I was still away, but would be returning on Thursday, 3 April 2025, and asked if it would be acceptable to bring the vehicle in on Friday, 4 April 2025, which was confirmed.

On the morning of 4 April, I attempted to take the bakkie out of the locked garage, where it had been parked for two weeks. The battery was flat, so I needed to jump-start it using my wife's car. My garage is on a steep incline, and as I rolled the bakkie back to jump-start it, I had a clear view of the underside. At that time, my spare wheel was still attached.

I then took the vehicle to Toyota Rustenburg, where the repairs were successfully completed — the engine noise was resolved.

After collecting the bakkie, I drove straight home and parked it in the garage. The following morning, while reversing out, my wife, who was standing on the lower level of the house, noticed that the spare wheel was missing.

As it was the weekend, I had to wait until Monday to contact Toyota Rustenburg. That morning, I went to the dealership at 7:00 AM and informed them about the missing spare wheel. The service advisor stated that they could review the CCTV footage, adding that staff are not allowed to remove spare wheels — which raises further concern.

A manager advised me to open a case with the SAPS, which I did. The police requested the pre-service checklist that indicates what was inside the vehicle when I dropped it off. However, I was never provided with such a checklist. When I asked the service advisor, she informed me that it had been sent to the maintenance department since the repairs were done under the maintenance plan.

I then requested the manager’s contact details, but to date, he has not responded to any of my calls or messages.

Two days later, I finally received the checklist, which noted that all tools were present in the vehicle except the spare wheel. I responded via text, pointing out that if staff had access to remove the jack, wheel spanner, and other tools, it would also have been possible for them to remove the spare wheel. I expressed my concern that the theft might have occurred at Toyota Rustenburg.

Unfortunately, I received no further assistance — only a response that I should speak to the manager (who remains unresponsive).

At this point, I strongly feel that my vehicle’s spare wheel and tools were removed while in the care of Toyota Rustenburg, and no substantial effort has been made to resolve or even properly investigate the matter.

I am requesting that this issue be escalated and resolved promptly. I would appreciate feedback, clarity, and accountability from your team. I've been a Toyota customers since my first vehicle and truly feel that Toyota needs to take some responsibility.