Business ProfileforToyota of Grand Rapids

We brought our Toyota Sienna in towards the end of April because of the fact that it is skipping (jolting forward) as we use the brakes. We were told this would take some time to get fixed and they offered us a loaner. We need a loaner as we are a large family of 6 and really need another vehicle for the many needs of our family. On Friday, May 20, the Toyota of Grand Rapids dealership called to tell us that we are responsible for our rental of the loaner. We called corporate office of Toyota to start a claim as this was NEVER told to us that we would be responsible for ANY of the cost of this loaner. While our vehicle is being fixed, it is common to have a loaner at no extra charge. Now, on Monday, May 23, Toyota of Grand Rapids called to say that they need the car back and we are responsible for the cost of renting it, and they are unwilling to give us another loaner. In addition, our Sienna is deemed unsafe to drive and cannot be taken out of the parking lot. We NEED another car to drive, and we are NOT going to pay for a loaner which should be given to us free of charge for the EXTREME inconvenience that this is for all of us. At this point, we are not able to drive our van, yet Toyota of Grand Rapids is unwilling to provide us with any loaner. This is shocking and we demand a loaner vehicle free of charge for the inconvenience of having our Sienna in the shop for five weeks now. This is ridiculous how unprofessionally this has all been handled, and I want to be sure that when we get our Sienna back, it is cleaned from the inside out and in working order as a new car should be. We have had to cancel a vacation because of this huge inconvenience, and the list goes on. We WILL NOT PAY for the cost of the loaner vehicle that was offered to us, and, at this time, we expect our own Sienna to be clean and ready for us. WE should be getting paid for this inconvenience! The lack of communication with corporate is absolutely astounding. They will be reported too.