"Dear Sir or Madam, I'm writing regarding a horrible experience we just had at Charles Maund Toyota in Austin, Texas. My wife purchased a certified pre-owned 2014 Toyota 4Runner. As we began signing, the sales manager, Jim DiMeo, told us "by the way, you'll have to buy a key for the vehicle." It turns out the wireless key was not included in the price of the vehicle. You're kidding, right? No, no joke! In dismay, we pointed out the various related features advertised with the vehicle. Remote keyless entry and Panic Alarm. "Yes, the vehicle has those features." was his response. "How exactly can we use them, without a key?" we asked. "Buy a key." In trying to explain the ridiculousness of what we were hearing, we were interrupted and insulted by Jim in several ways during our conversation. Jim did not treat us like loyal customers at all! My wife pointed out that the next person would want a key as well. Jim's reply was "do you want it or not? After you leave I'll go make"