NHTSA complaint #11697834

Owner complaint summary

While attempting to change a flat tire on a 2021 Toyota Corolla Hatchback, two wheel studs sheared off completely, leaving the wheel unsafe to drive. My wife was stranded alone in the mountains with no cell service. She managed to loosen three lug nuts, but the final two were seized. When a passerby assisted, both seized studs snapped. The spare could barely be mounted. The vehicle has been serviced exclusively by Toyota dealers since new. Lancaster Toyota later replaced the broken studs free of charge, yet simultaneously claimed that another dealer, Frontier Toyota, had “switched the tyres.” so Lancaster are not responsible. That claim is false — Frontier’s invoice (Sept 25 2025) clearly shows only an oil change and inspection, no tire or wheel service of any kind. Replacing the studs at no charge while denying responsibility suggests an attempt to quietly resolve what may be a dealer-induced over-torque or defective-stud failure. The broken studs were not returned to us despite multiple requests — effectively withheld by the dealer, which constitutes unauthorized retention of customer property and prevents independent verification of failure cause. Toyota Corporate (case #251103002581) was notified but refused to investigate, referring the issue back to the same dealer. This complaint is being filed so NHTSA can document a potential wheel-stud safety defect or service-related failure and dealer mishandling of critical evidence that could conceal a wider safety problem.