ComplaintsforJim Norton Toyota

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Salesman quoted one price paperwork stated another price. after all was said and done they claimed they made a $4000 error on paperwork and the price was now changed. 100% Disabled Veteran totally taken advantage of then they sent someone to my house to harass me further signing a new contract...I will not send a single soul to this dealership who charged me over $7000 of the cars worth....CROOKS at the highest level

  Business response

  08/24/2023

  To whom it may concern: 

   

  Customer issues have been addressed with the lender and will not need to be recontracted. Spoke to ****************** and the lending agency for rectification. Updated all parties with information. 

  Please let me know if you have any additonal questions. 

  Best, 

   

  *******************************;

  Operations Manager

  Jim ****** Toyota OKC 

  ************

  Customer response

  08/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: the yound man who **** up paperwork also took my debit card for down payment so no this is a total lie they took advantage of me as a disabled Veteran and a Black woman but they don't have to worry about my business or anyone I come in contact with I have already informed the Local tag agencies of their unfair business practices for asking me for more money once you got a glimpse of my account selling me a car for $29000 that has a ***** blue book value of $22000 trash this business is trash these finance **** are trash...WOMEN beware of this dealership.....warning Womens Vets and NAACP right now
  
  Sincerely,
  
  *****************************

  Business response

  08/28/2023

  Jim ****** Toyota OKC spoke to ****************** a second time to ensure no misunderstanding. ****************** set up auto drafting for her own credit union to take the payments for her car directly out of her account. The discount she received on the car was pointed out to her again after speaking with the General Sales Manager for clarification. ****************** agreed to the purchase prices and all down payment amounts at the time of transactions on both vehicles. No additional money was acquired from Jim ****** Toyota OKC outside of agreed upon down payment and loan amounts for vehicles for remaining balance outside of down payment amount. 

  Please feel free to reach out directly with any questions. 

  *******************************;

  Operations Manager 

  Jim ****** Toyota OKC

  ************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle May 2023 from Jim Norton Toyota. I was shown a carfax stating the vehicle never been wrecked. Post signing we walked out to a minor wrecked front end with no explanation. They added this repair to our contract and promised to complete it. I've been unable to get this scheduled as they state only the salesman can schedule me yet he will not get back to me. Today... approximately 30 days later I had a blowout on the highway. The inner tire walls are dry rotted. Apparently they find it okay to polish the outside to pass off tires. I called them and the secretary was snarky asking if I inspected my car at purchase to which I responded "Yes, but I'd have never guessed to look at the inner wall of the tires as they appeared okay from the outside with plenty of tread. This is a 28 thousand dollar car." Management has not returned my my call. I'd like my tires replaced and my front end fixed!

  Business response

  07/12/2023

  To whom it may concern: 

   

  ******************** has been contacted by Jim Norton Toyota OKC and offered the replacement of all four tires on vehicle and the repair of minor scratches on the front end of the vehicle. She has agreed to complete services on Tuesday, July 18th. Please feel free to reach out for more information or questions. 

  Best, 

  *******************************;

  Operations Manager

  Jim Norton Toyota OKC 

  ************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I PURCHASED A NEW 2016 TOYOTA 4 RUNNER FROM JIM NORTON TOYOTA IN 2016, FINANANCED IT ALONG WITH PURCHASING A SERVICE CONTRACT (LINE ITEM ON MY FINANCE AGREEMENT SHOWS "USWC-SERVICE, SERVICE CONTRACT) FOR THE AMOUNT OF $3,500.00 GOOD FOR AS LONG AS I OWNED THE **** COVERING ELECTRICAL ISSUES - ANYTHING LIKE THAT. I NEVER HAD ANY ISSUES WITH ANYTHING UNTIL THIS YEAR, 2023. I CALLED THE DELAERSHIP AND COULD GET NO INFORMATION FROM THEM PERIOD, WAS I COVERED FOR THE ISSUE I WAS HAVING NOW? NO ONE COULD TELL ME ANYTHING. AT ALL. OF COURSE THE ONLY PERSON I ACTUALL EVER TALKED TO WAS THE PERSON THAT BOOKS APPTS. SHE TRANSFERRED ME TO THE FINANCE MANAGER, *******************, I LEFT A MESSAGE, NO RESPONSE. NOW I HAVE $1,300 IN REPARIS THAT NEED TO BE MADE. I NEED HELP.

  Business response

  02/09/2023

  To whom it may concern:

   

  Ms. **** was provided copies of the service agreements that she purchased from **. Unfortunately, the product in question has since expired given the term of ******* miles or through 3/7/2022. We did apologize that she was not given this information more promptly and offered our assistance should she have an additional inquiries or concerns. 

   

  Thank you, 

   

  *******************************

  Jim Norton Toyota OKC 

  8401 *************

  *************, ** 73162

  ************

   

  Customer response

  02/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution IS NOT THE RESULTS I REALLY WANTED TO HEAR, BUT THE COPY OF THE CONTRACT DOES SHOW THE ***** AND LIMITS.  I DID NOT HAVE  COPY OF THIS INFO IN MY CAR FILE.  I ALSO FOUND IT STRANGE THAT NO ONE COULD/WOULD ANSWER MY QUESTIONS ORIGINALLY AND THAT IT TOOK A COMPLAINT TO THE BBB TO GET A RESPONSE, THIS PART is NOT satisfactory to me.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car on 9/15 and the dealership still has my car listed with the Vin number on their website and is scheduling people out to come and test drive it. Im not sure how they can claim to have a vehicle for you to test drive when it was purchased a week before. I contacted the dealership and asked if the vehicle was available and not only was I told that it was, the person speaking with me even offered to have me test drive it that day. Also, before I purchased the vehicle I was told that they do not ever negotiate prices and whats listed is based of off KBB best price, even though I offered $18k in cash for the car. Not only is my car still listed they have dropped the price on it considerably to attract customers even though they know its been sold.

  Business response

  09/28/2022

  Jim Norton Toyota OKC removed the vehicle **************** purchased from the website. 

   

  Thank you,

   

  *******************************;

  Jim Norton Toyota OKC 

  ************

  Customer response

  09/29/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I want to know how you were allowed to advertise my vehicle on your website for so long? This length of time allowed your staff to falsely claim you still had the vehicle, including giving out the *** number, and to schedule individuals to test drive it. This seems very unethical.
  

  Sincerely,
  
  *************************

  Business response

  09/29/2022

  Jim Norton Toyota OKC removed the vehicle **************** purchased from the website. 
  
  Thank you,
  
  *******************************;
  Jim Norton Toyota OKC 
  ************

  Customer response

  09/29/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Potential customers need to be reassured that they are not being misled by you. What are you planning to do the next time this issue arises?
  Sincerely,
  
  *************************

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally took my vehicle in on June 27 for a unique type of brake bleed and abs light being on. They called and told me my vehicle was ready. My brakes where not any better and the abs light still on. I reached out to my service advisor multiple times. I finally went back to dealer and service advisor told me to set up another appointment to diagnose again. So I took my vehicle back July 5th and they adjusted rear brakes, but abs light still on. I was informed by service advisor that changing the parking brake cable would make the light go off. The part was on back order with Toyota. I bought the part myself and changed it as well, but abs light still on. I text my service advisor and no response so I went back to dealer only to find out my service advisor had been fired. I asked for the service manager and apparently theres not one. Another service advisor looked up my past visits and went to talk to tech, then came back and said I would need to pay $130 for a diagnostic fee for abs light. So even after being lied too, ignored, and wasting gas going back and forth, they still want money to find out my issue when it should have been done earlier. I would just like my money back for the 2 visits I paid for. My 6/27 visit was $111.81 and my visit on 7/5 was $118.87. I would greatly appreciate a refund in the amount of $230.68 and I will not be back to that dealer after this experience.

  Business response

  07/25/2022

  ******************** came into the dealership for Brake Flush on 6/27 at ******* miles for the first time. We did not have previous service history on this vehicle at our dealership. Service was performed as requested. Customer declined a parking brake adjustment and rear brake cab;e alone with other maintenance driven items. No complant of any additional items or seriviced items. ******************** came back on 7/1 at ******* miles complaining of soft brake pedal after fluid flush. He then declined diagnostic fee for ABS light. Technician adjusted the rear brake to fix the soft braking. Customer agreed to rear brake adjustment fee as well as the previously performed service flush. 

  Jim Norton Toyota of *** performed services as requested by customer and did not perform service declined per customer request. We do not believe customers payment for services rendered should be refunded. We can not stand behind the work the customer completed on his own vehicle being unable to verify or research the aforementioned or proper parts installed. Additionally, without proper diagnosis being completed on ABS light code (declined by customer) we are unable to deem that the repair made by the customer should fix problem or create a larger issue.

   

  Thank you, 

   

  ********** Cagle 

  Operations Manager

  Jim Norton Toyota OKC 

  ************

  Customer response

  07/25/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have in text from the service advisor what was being done. Its not my fault he didnt put it in the system correctly. The parking brake cable was on back order from what the tech told the service advisor and would be weeks before it was in stock. Thats why I took it upon myself to change the parking brake cable. As far as the abs light, it was on because the connector to the speed sensor was split on the rear, in which means there was no problem with my part or work. This is something I figured out over the weekend. So again, no customer should have to deal with lies and no communication from a service advisor, in which has been fired.
  
  Sincerely,
  
  *************************

  Business response

  07/29/2022

  Jim ****** Toyota OKC completed all services that this customer has approved. 

   

  Thank you, 

   

  *******************************

  Operations Manager 

  Jim ****** Toyota OKC 

   

  Customer response

  07/29/2022

  
  Complaint: ********
  
  I am rejecting this response because my abs light was never diagnosed like it was suppose to be. After multiple calls, text, and appearances to the service department, still no results. But I did find out the service advisor that was helping me was fired. I did find out from another service advisor as well, when I made my last visit there, that he was having to clean up a lot of the service advisors mess that was fired. Not to mention, I have text from that service advisor regarding my vehicle. Obviously Im not the only customer that was given false information to and stuff not fixed correctly. I would just like my money back.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dropped off my 2021 Rav-4 for the 10k mile service yesterday. Got the call it was ready to be picked up around 11. Walked around the car before getting in and notice my front driver side tire was almost all the way flat. The **** light on the dash was lit. They pull it around and later come in and say it's a non repairable nail in the tire and needs to be replaced. Everything is good knowing that I payed for everything they pitched me when closing on the sale of the Rav. "Bumper to bumper 5 year extended warranty". They end up telling me that I will have to drive back home on the non repairable tire and come back Monday since the warranty company is closed on weekends and holidays. I bring up that it may be a safety concern driving for a couple of days while waiting for the warranty company. After I bring up the safety concern their fix is having me wait longer while they slap on my spare only to have me come back on Monday to have them swap them out again. I declined. Now everything is not good. The tiny service manager did not want to give me a loaner and treated me like a plague. The little service manager could not explain how his tech missed a dash light during inspection and also could not give me a straight answer on why all 4 of my tires were documented having 35 pounds of air in them. I wasted my time bringing them my vehicle. Everything on my inspection was pencil whipped. I called ****** Toyota and they told me to drive right on down. I pulled up and ****** quickly put me into a Highlander and let me enjoy the rest of my Saturday.

  Business response

  07/14/2022

  This Complaint was in regard to a visit from the customer in August of 2021. The customer has not been back to the dealership since that time. The Service Advisor in question and Jim Norton Toyota OKC has since parted ways in response to this incident. There was an attempt to reach out to the customer initially after the incident by JNT *** Service Director for apology and resolution. 

   

  Please feel free to reach out for any additional information needed. 

   

  Thank you, 

   

  *******************************
  Jim Norton Toyota OKC 

  ************

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hallo,I bought a new Car March form *** Norton ***. When I received the paper work, they had included aa Extended Warranty that we never discussed. Within a day of receiving the paper work, I called *** Norton to cancel the Warranty that they had charged me without ever discussing it. They have been dodging it and finally after weeks of excuses, they supplied the cancellation form that I filled to cancel. 5 weeks in after filing the paper work they haven't cancelled and more only excuses that it may take longer to cancel. I don't understand it. I have called the underwriter to cancel the warranty but they say *** Norton should file for cancellation and not me. I'm in dilemma. Feels like highway robbery from *** Norton, ***. Please help!

  Business response

  06/13/2022

  To whom it may concern: 

   

  Jim Norton Toyota of *** issued a full refund of cancelled products to customer's lienholder on Friday, June 10, 2022 prior to this complaint being lodged on Saturday, June 11, 2022. We attempted to call the customer for an update him on the status of cancelled products but were unable to reach him. A voicemail was left on his phone number from our records. Please feel free to reach out with any additional questions or concerns. 

   

  Thank you, 

   

  *******************************

  Operations Manager

  Jim Norton Toyota OKC 

  ************

  Customer response

  06/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  As of Today, no refund yet in my account but  I will believe they will honor their word. I had to call the underwriter myself for them to cancel.
  Thanks a lot to BBB for following up with the case.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from *** Norton and it had a bad battery and cables - initially I was flexible but they were not truthful and they delayed on repairs. Then I continually have been getting the run around on the return of my monies. The conversations were recorded in which ***** and *****, managers, have presented a continuum of lies. I want all my monies returned immediately, as I paid with a cashiers check, which is the equivalenc of CASH.

  Business response

  11/01/2021

  Jim Norton Toyota OKC spoke with customer last week about this vehicle and allowed customer to bring vehicle back. We did alert the customer since the payment  already been submitted that they will have to wait until the check clears the bank (10 business days) before we can refund the full check amount back to them.

   

  Best,

   

  Jacqueline Cagle

  Operations Mgr

  Jim Norton Toyota OKC

  405.506.6259

  Customer response

  11/03/2021

  
  Complaint: 16079339
  
  I am rejecting this response because:

   

  The business is incorrect on 3 accounts.  1)  The vehicle NEVER left the lot so there was "ALLOWED THE CUSTOMER TO RETURN THE CAR" because it never left the lot.  The vehicle went into service and the customer never received delivery BUT the dealership kept the money and continued to misrepresent the work 2)  The "check" was NOT a check and was a CASHIERS CHECK (the equivalence of casH) from a federal bank that QUICKLY NOTIFIED the dealership that they had indeed already received the funds into their acquisition account and gave the account number then 3)  Both managers Bruce and then Heath stated, ON A RECORDING, that I would receive the monies returned "from accounting THAT DAY".  As they continued to talk and text and leave the room - all the sudden I was not getting my money until 10 days - when my representative asked for the policy HEATH clearly refused.  And it is all on a recorded call.

   

  I would like my check today - 
  
  Sincerely,
  
  Wanda ********

  Business response

  11/03/2021

  We will be issuing the check to Wanda Hatchell on Friday, November 5th per standard operating procedure on refunds of 10 business days after deposits are made.

   

  Thank you,

   

  Jacqueline *****

  Operations Manager

  Jim Norton Toyota OKC

  405.506.6259

   

   

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold an extended warranty through Jim Norton Toyota (Oklahoma City, OK). I was advised by Millennium Automotive Protection, the company that Jim Norton uses for the warranty, that cancellations have to be done through the finance department of the dealership where I purchased the vehicle and the extended warranty. They advised that there is no cancellation deadline period, that whatever the remainder of the prorated portion is, would be refunded. I purchased approximately 1.5 months ago. They do not call me back and will not answer my questions after several attempts. I have left messages and voicemails. I was advised by the warranty company that this does take commission away from the finance manager so I would have to keep after the dealership to get it canceled.

  Business response

  08/18/2021

  Jim Norton Toyota of OKC has reached out to Mr. Peppers to have the cancellation of his VSC processed. As soon as Mr. Peppers sends back the cancellation form we can have it processed with the warranty company to be refunded. We have taken actions to make sure items of this caliber do not happen in the future.

   

  Thank you,

  Jacqueline Cagle

  Operations Manager

  Jim Norton Toyota OKC

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩