Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Norton Toyota December 2018. In addition to the vehicle, I purchased a genuine Toyota extended warranty. The vehicle was involved in a collision May of 2024 and it was totalled. I contacted Toyota ************************ in June of 2024 for a refund of the extended warranty. **** advised me that since the vehicle was paid off and no lien existed, I would need to contact the dealership (Norton) directly for them to complete and submit the paperwork for a refund of the remaining balance of the extended warranty. I contacted the salesman, ****** *******, whom I purchased the vehicle from July of 2024. He advised me that he, or ******** *******, would send me the required paperwork to complete and submit to them so that the refund could be generated. The paperwork has now been submitted twice and there has been no contact with Ms. ******** I have spoken to Mr. ******* on numerous occasions over the past four months, the most recent was six days ago on 24 October. I have submitted emails to the "general manager" ******* ********** and have not received a response either by phone or email. I am requesting that you help facilitate this refund and in a timely fashion as the monies remaining on the policy is reduced daily.

  Business Response

  Date: 10/31/2024

  I have spoken with this customer, Gave him my contact information, and asked that he forward the cancelation form to me ASAP so that we can get a refund expedited for him. Customer was frustrated about the delays but happy with the resolution.
  
  Thanks,
  
  **** *****

  Customer Answer

  Date: 11/01/2024

  Yet again Norton Toyota is proving proof that they have truthfulness issues.  The issue is NOT resolved, I am NOT happy that they are putting words in my mouth, and this matter is still ongoing.  I am resubmitting, for now the third time, the paperwork so this issue can be resolved.  

  Thanks,

  Mark

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response because:   This issue has NOT been resolved.  Mr. ***** is not being truthful.  I did NOT say I am happy and I will not happy until this refund has been issued to me.  I am resubmitting the paperwork to the dealership for now the third time, so this issue can be resolved. 

  
  Thanks,
  Mark

  Business Response

  Date: 11/07/2024

  We heard from TFS today...check was mailed to customer on 10/30:

  
  PO Box ******
  ********* NV 89053
  
  Ck#********
  $460.79
  
  Looks like mailed or to be mailed 10/30

  I believe ******* ***** emailed you this morning [11/7/2024]

   

  Customer Answer

  Date: 11/09/2024

  I am rejecting this response because:   The dealership and their staff claim that the refund check has been mailed.  Until I am in possession of the check I am keeping this complaint open and active.  This is due to the track record of the dealership and the numerous times I have submitted this claim along with the number of days it has taken, I will wait until I have the check and it clears.  

  Thanks,

  **** ******

  Customer Answer

  Date: 12/19/2024

  Yes I have finally received the check.  If it wasn't for you getting involved I don't feel Norton Toyota would have followed through.  Thank you for your time and effort.  I consider this matter closed.

  Best regards,

  **** ******

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a brand new Toyota tundra 2023 had multiple issues with it. First time they forgot to tightened bolts for the back axel and the whole truck almost flipped on the highway car only had 3000 miles, kept the car for 10 days fixed it under the warranty no problem even thought there was lots of damage, second time front cv axel broke and fell a part they charged me around 3200 only had 18k miles their excuse was there was mud on the tires truck was off roading, then another excuse drove the car on 4 wheel drive for too long. Multiple extra charges had to be removed after inspecting every one. At 28k miles car stalled and start smoking on the highway got it towed to another dealer today to check on the issue. Very unprofessional group of ppl and shady they try to add extra charges without previous permission or explanation. Their service ********************* got mad when I confronted him trying to add charges to my invoice.

  Business Response

  Date: 07/31/2024

  From *********************, Fixed Ops Manager

  The only true statement is that a tech left a bolt lose... when the lift was installed the tech did not properly tighten a stabilizer link on the rear of the vehicle, he came back in with a clunk noise and we replaced the stabilizer/sway bar link.  He came in with ***** miles on his tundra and the left front axle had blown apart, when questioned he admitted to ****** that he leaves his truck in 4wd all the time. ****, ******, and I have all worked with him and tried to reason with him, but he just demands we pay for everything. We tried to get him to file an insurance claim, but he declined and paid for the repairs himself.He would make a scene every time he came in and then immediately slam us on every survey or social media platform that he could stating that we were liars and tried to take advantage of him. He was so belligerent to ****** and customers on the drive I finally told him he was not welcome back. The last time he was here for service was April 11, 2024. He went to ****** July *******, complaining of an oil leak, ****** was unable to find a leak and told him to bring it back if he noticed anything else... apparently his vehicle caught on fire a few miles after leaving ******, according to a Toyota agent that called seeking service history because the customer was filing for lemon law.She said when she questioned how the fire happened, he admitted that he had installed some aftermarket lights himself... 

  Customer Answer

  Date: 07/31/2024

  I am rejecting this response because:   
  I caught ur service manger trying to add charges on the invoice twice without permission. Yes he listened to voice recording twice to make sure I didnt give permission for these charges and had them removed I still have the invoices. Your sales *** promised pumper to pumper insure policy which I paid for 5200 on top of the vehicle. I refused to file an insurance claims because its a fraud and Im not going to lie to the insure and say the truck hit a lot hole or something like your service manger suggested. There was no accident involved so no Im not going to lie thank you. 
   Yes I installed after market fog lights but they have not been connected to the power, thank you again for making things up, and they have been installed at bodyshop I can also provide you with their name and number Champion Collision in ***** you can call and ask,  Ill be more than happy to provide you with the invoice to show u I didnt install them myself. The truck still at ****** Toyota u can check it for yourself. No electrical failure or any power shortage. The truck was leaking oil and doing rattling noises they checked it and said nothing wrong with after leaving 1/2mile it stalled and caught on fire due to oil leak on the side of the engin. You can also check for yourself if you want the truck still at the dealer. 
  this is a know. Issue for Toyota tundras and thats why Toyota ***lacing ****** engine in October. You knew about the engin failure back in 2022 but never informed any customers. 
  The truck is less than 28k miles and having so many issues I paid $74902 for this truck. And Im glad u admit ur tech forgot to tighten the back axel almost got the truck flipped on the highway. 
  don't u just get tired of lying have some dignity man thats sad. U are one sad person u just make things up, I dont scam ppl and I dont lie. If you want to check the truck Ill be more than happy to show it you where the oil leak is. 

  Business Response

  Date: 08/09/2024

  The vehicle is not here at ***, the vehicle is at ****** Toyota.

  Business Response

  Date: 08/09/2024

  ******************* talked to customer today. Sending him a cancelation form to cancel products. It can take up to 30 days after he returns the signed form to ****.

   

  Customer Answer

  Date: 08/11/2024

  I am rejecting this response because:   
  yet **** blame me for all of this and wants to pay for service on top of what I have already paid. Charging me 3200$ to fix the cv joint is the major issue with this dealer, also adding more charges which it should come with the new truck like: new air filter, tire rotation, 10% dicount on services and products please see attached photo for that. ****** never tried to fix the problem or tried to look into the main problem. **** himself without even investigating the situation came out defending his manger and sided with him.  My main request is cancel my extended Toyota care in full and refund what u have charged me to fix my truck when its still under warranty 

• Initial Complaint

  Date:07/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Toyota 4Runner from Jim Norton Toyota, Tulsa on 6/4/2024 and have not received a title. My calls have not been returned. It has almost been 90 days. I cant get anyone to communicate with me however they were calling me constantly to purchase it. Thank you

  Business Response

  Date: 07/10/2024

  Just spoke to the customer. Provided an update. We should have title paperwork ready to mail out in the next few days. I asked the customer if she would prefer to pick up the paperwork here, she asked that we mail it instead. I did offer to pay any late penalties/etc due to the delay,she sounded happy with the resolution.
  
  Thanks,
  
  *******************

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially visited your dealership on Tuesday, May 28, seeking a diagnostic for an issue with my Toyota. Prior to my visit, I had contacted Toyota headquarters regarding the matter, and they advised me to have an official diagnostic performed at a Toyota dealership since it came to my attention that the current condition of my car may be related to a previous Takata airbag recall. Despite arriving around 1 pm, I was informed by your service department that they were busy and that it might not be possible to look at my vehicle until around 5 pm. However, the staff member I interacted with scheduled an appointment for me on May 30th to alleviate the wait.On Thursday, May 30th, I arrived promptly for my 9:15 am appointment, expecting that my vehicle would be attended to in a timely manner. However, I was greeted by ***********************, who immediately informed me that the service department was busy and that my vehicle might not be looked at until 5 pm. When I questioned the purpose of having an appointment, **************** dismissively stated that appointments do not matter.I received a phone call from **************** around 11:30 am saying my car was ready and shared the codes with me. I checked out with another gentleman and proceeded home to call Toyota home office regarding those codes. **************** from customer service/ recall was quite shocked they didnt look into the codes further and she proceeded to further assist me.

  Business Response

  Date: 06/04/2024

  We have been working on this case. Per *********************, he had left a message for her on Saturday informing her that we were ordering the part to repair the vehicle... She left **** a message yesterday thanking him. He called her back this morning and left a message informing her that the parts were here and we just need to schedule her to install it. 

  Customer Answer

  Date: 06/04/2024

  I am rejecting this response because:   As of 6/4/2024 I did not receive a phone call from ********************* and currently do not have a date scheduled for the part to be replaced. It was the BBB that told me that ********************* supposedly called me and left a message today about scheduling an appointment. I do not have any record of that on my phone nor do I have a voicemail talking about that. I do have the voicemail from June 2nd saying that they were going to proceed. I then called and left a voicemail the following day acknowledging that. I never received a follow-up yet.

  Business Response

  Date: 06/04/2024

  Our apologies, we inadvertently called the wrong number this morning.  **** has since spoken to customer and made an appointment for the repair later this week.

  Again, our apologies.

  Thank you...

  Customer Answer

  Date: 06/07/2024

  I have reviewed the business response and accept this resolution. On 6/6/2024, Jim Norton Toyota replaced the piece and followed through under the warranty. 

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August of 2022 I purchased a used 2017 Ecoboost Mustang from Jim Norton Toyota.I was told by their financing, as was my wife, *************************, that we were REQUIRED to purchase an extended warranty AND ************* to qualify for financing with the credit union. I found out that this was a lie. My car was purchased with ****** miles. ** April 14th, my car overheated, and was towed to the dealership, *** Norton called to let us know they didnt know anything about ****s and that I would need to take it to a **** dealer. I took it to the **** dealership, by tow, where I was told the car needs a brand new engine. I have put ***** miles on my vehicle since time of purchase, and have receipts of ALL maintenance that was done within the manufacturers recommendation.The warranty that Jim Norton Toyota made me purchase under false pretenses, has now denied my claim to have my engine replaced, leaving me with an $8000 out of pocket repair for a vehicle I owe $22,000 on. *** Norton THEN proceeded to block me from their page on ******** after creating a ****** review and sharing one of their posts. My wife and I were duped into getting the dealership MORE MONEY buy purchasing a warranty that we A didnt actually have to purchase, and B, is useless and is not going to protect or help me with the damage to my vehicle that is of NO FAULT TO ME. Jim Norton Toyota needs to step up to the plate and take responsibility for their wrongdoings and duping my wife and I into purchasing 2 warranties for the two different vehicles we bought on the same day.

  Business Response

  Date: 05/06/2024

  Dear Better Business Bureau,
  
  We are writing in response to the complaint filed by **************** regarding the denial of her warranty claim.We appreciate the opportunity to address her concerns.
   Firstly, we would like to clarify that **** ******* was not coerced or pressured into purchasing an extended warranty for her Mustang. The decision to invest in additional coverage was entirely voluntary on her part.
   Regarding the denial of her claim, it is essential to note that warranties typically have terms and conditions outlining the circumstances under which coverage applies. In **** ********* case, her claim was denied due to her continued operation of the vehicle despite evident signs of overheating.
   As per our investigation,Ms. ******* continued to drive her Mustang while it was overheating, which exacerbated the initial issue and led to further damage. Operating a vehicle under such conditions goes against recommended safety protocols and can result in voiding warranty coverage.
   Additionally, we would like to address Ms. ********* assertion regarding her communication with us via ********* We regret any inconvenience caused, but it is important to note that Ms. ********* ability to post on our ******** page was restricted due to her use of vulgar language, which violates our community guidelines.
   We empathize with Ms.********* frustration regarding the denial of her claim. However, it is imperative to adhere to the terms outlined in warranty agreements to ensure fair and consistent treatment for all customers.
   We remain committed to providing quality service and upholding the integrity of our warranty agreements. If Ms. ******* would like to discuss this matter further or explore alternative solutions, we encourage her to contact our customer service team directly.
   Thank you for bringing this matter to our attention, and we appreciate your assistance in resolving this issue.
   Sincerely,

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

  GM/Platform Manager

  Customer Answer

  Date: 05/06/2024

  I am rejecting this response because:   
  

   

  Jim Norton Toyotas response to the claims that my vehicle was continuing to be under operation, are false. 
  

  The vehicle, once overheating, was immediately towed to my home and to the dealership once it was open. 
  

  If I did not care about my vehicle, why would I invest the time, energy and money to have it towed 200 feet to ********************* in an effort to not VOID my warranty.

  The fact remains and stands, that I nor my wife were EVER given an option to buy a warranty. EVER. We got up to LEAVE the dealership because they refused to tell us our interest rate and the payment we previously discussed, jumped up higher. They said hang on were going to work something else up.

  We were both brought 3 forms. One for credit app, one for gap and one for warranty. When we ASKED why we were brought Gap and Warranty paperwork we were told it was a requirement for the credit unions buyers program.

  I would love to see the proof that *** Norton has to coherently say this never happened, because it did. I NEVER asked to buy an extended warranty OR GAP.
  i have extensive service records for every single maintenance service I have ever gotten on my car, ON TIME. The fact remains. I was sold a vehicle that lasted not even ****** miles, shakily tricked into buying an extended warranty that their finance personnel received a commission for, that did not protect me whatsoever.

  Bill *************** center also agrees the warranty should have to cover, as it was NOT operated continuously while overheating. I am not an irresponsible vehicle owner, nor would I neglect such a large investment. 
  

  I CAN say that I was irresponsible in doing my research before buying at *** Norton. 

  Business Response

  Date: 05/17/2024

  Jim Norton Toyota and the warranty are going to split the repair bill.

  We have contacted both customer and ********************* service ********************** to let them know.

   

  Customer Answer

  Date: 05/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 5, 2024, I purchased a 2017 **** F250, from Jim Norton Toyota and traded in my 2019 **** F150. My truck had a lien for approximately $7300 and it has test to be paid off, 25 days later. A payment was due in it on 4/21. I also havent received my title for the new truck and in the state of ********, we only have 30 days to pay sales tax or we are penalized. I have called and emailed and all they tell me is our title department is behind and your account is funded, so it should be paid off soon.

  Business Response

  Date: 05/02/2024

  We have been in contact with customer this week.  Our controller in accounting is aware that he is from ******** and the laws are different than Oklahoma as to receiving title/paperwork after car purchase.

  She is working with him directly to get the issue resolved as quick as we can.

  Thank you

   

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called and called and called, Left voicemails I have left emails.I have attempted to contact this dealership so much.And I cannot get a response from them about canceling my warranty for a vehicle (2022 Toyota 4 runner vin *****************) that I purchased on december 31 of 2022. I have since traded Vehicle into a different dealership on November 22 2023.

  Business Response

  Date: 03/26/2024

  Just called the number on the complaint. ****** (Co-signer) answered. He gave me an email to send the cancellation form to. I sent it to him, just waiting on him to send it back to me so I can forward to accounting for processing.
  
  Thanks,
  
  *******************

  Customer Answer

  Date: 03/28/2024

  I have reviewed the business response and am pleased that I was finally contacted and sent the form, i couldnt find it to download anywhere online. Hoping to hear back that it has been canceled accordingly.  

  Customer Answer

  Date: 11/12/2024

  We bought a vehicle here with warranty. We have traded vehicle and couldn't get the warranty cancelation form sent to us, or anyone to return our calls so we filed a complaint here with BBB finally had it sent to us the next day. Turn in all info haven't received the refund. We have called and called, one employee did tell us it had been filed but still haven't received a refund. The purchase was amore than a year ago and the cancelation was filed March 2024.

  Business Response

  Date: 11/12/2024

  Our apologies...

  From **** *****

  This one is my fault. Customer did send this to me back in March... I did not see the email so it didn't get processed.

  This has been resolved. **** cut the check today and it is being overnighted to the customer. I provided the customer with the tracking number.

  Customer Answer

  Date: 11/14/2024

  We were charged ****** for the key we were charged for and never received and were refunded *****. That's not a full refund. And we weren't provided documents to see that our mileage and date of sale were entered properly. It's an issue because they have dropped the ball so much already. 

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because:   

  I was only refunded 95 of a key that I was charged 168 for as listed on the contract (even though that was supposed to have been free since it only had one key )and I wasn't provided any documents for the warranty cancelation on the dealership end to confirm that all dates, mileage, and details were entered correctly. Since the dealership seems to have dropped the ball so much already I would like all these confirmed and my money owed to me. 

  Business Response

  Date: 11/19/2024

  The overnight is out for delivery today [11/19]  and the check amount will be $290.88.  $15.65 for the difference in Key cancel and $275.23 for the difference in VSC cancel.
  
  Thank you
  ****

  Customer Answer

  Date: 11/22/2024

  I am rejecting this response because: 

  I am still owed money for the key if you check original contract and then the stubs from the checks they have cut. Also still haven't received any documents or proof that everything was ventured and figured correctly, obviously it wasn't correct  the first check, like I figured.

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle from said dealership on November 15, 2022. Vehicle went through service and was to be delivered to us, however during delivery the transmission had issues and they returned to dealership with our vehicle. Our check deposited on 11/17 and cleared our acct on 11/18. After several rounds back and forth, they refused to release funds until 12/2/22. However after disputing that, the agreed to give us our check on 11/30/22. I called around 1:30pm on 11/30 to confirm check hs been written but no return call ws made. At 5pm another call was made and no check ws issued and all were out of office. They have had our funds for several days, we have had to purchase another vehicle with a check on hold. I wish to have formal complaint made and not just our check, but formal apology from General Manager of Jim Norton Toyota in Tulsa, OK.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/12/06) */ We spoke with the customer after the deal was reversed and explained that it would be 10 business days before we could refund his money because he had paid with a personal check. Mrs ******* called in on Monday 11/28, and we told her that she would be able to pick her check up on Wednesday 11/30. When the customer arrived Wednesday night, the check wasn't at reception. Thursday morning we had the check cut. Customer picked the check up Thursday evening. We offered to fill up the customer's tank for the inconvenience, but he declined. Michael Rentschler will call the customer to discuss and apologize for the experience.

• Initial Complaint

  Date:11/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently purchased a vehicle from Jim Norton Toyota in Tulsa, OK. We had a good experience dealing with the salesperson. It wasnt until we reached the financing department that things went south. Per usual with vehicle finance people the employee kept trying to push the extended warranty on us. He kept going down on price and we kept saying we weren't interested. He finally relented and we thought we were finished. We signed the last of the paperwork but was never showed the "total cost" portion of the contract just the front facing page that we signed. When me and my wife got home we reviewed the documents closer and realized that the finance person had snuck in a nearly $4,000 extended warranty that we explicitly told him we didn't want. After calling at least ten times I reached the agent and he claims that this was just a mistake and he wasn't sure how the warranty got on there. Days later we were able to go in and get it resolved but this dishonest and intentionally misleading behavior almost cost me and my wife an extra $8,000 (because the warranty was also being financed). We will not be using Jim Norton Toyota anymore.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 8, 2022/11/29) */ Alex said he asked the customer if he could get coverage to include VSC @ same payment if the customer was good with that. Per Alex the customer said yes, and they proceeded to sign all documents. Alex said the customer called back in later that evening and said they had changed their mind and that they wanted to take off all coverage and go back to the 72 month payment that they were originally quoted. Customer came back in and resigned paperwork. Please let me know if you need anything more from me. SHAWN HAMMOND/FINANCE MANAGER Consumer Response /* (3000, 10, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Alex may have told his managers at Jim Norton Toyota that we had agreed on that but it is not true. For starters, that conversation was never had. I asked Alex to his face if the price he was quoting us included anything other than GAP coverage and he said "no", that it was just the GAP coverage and the cost of the vehicle. The finance associate lied to us in hopes of sneaking in the VSA in order to make a commission. If there is any doubts about what happened and Jim Norton Toyota really cares about doing business honorably then they should check the recording of the transaction to see what actually took place. Business Response /* (4000, 12, 2022/12/06) */ I just attempted to call the customer again to discuss, they have a voicemail box that has not been set up - so I can't leave a message with my contact info. Todd ***** XXX-XXX-XXXX is his direct number.

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Predatory lending through deceitful misrepresentations of financing, purchase price, and disclosures. My wife and I expressly refused any and all protection plans, additional coverages, accessories or equipment, extended protection, and equipment replacement plans or options. My wife and agreed to $ purchase price and we were assured that would be our finance amount. These additional charges and fees were not agreed to or disclosed during our finalization of the financing on the vehicle. We were lied to and have been repeatedly lied to and manipulated since recognizing these unauthorized options and fees. Over 10k has been added to the financing of this vehicle without full disclosure or consent. This is not a fair exchange of goods or services done in good faith by all parties involved. This dealership exercised fraudulent misrepresentation in the execution of the purchase price and agreement. I have asked for all unauthorized fees to be removed from this agreement. I have filled out all the documentation the dealership has required of me to remove any and all unauthorized plans, services, and fees. Remedy: remove any and all unauthorized plans, services, and fees from the purchase agreement and financed amount owed on the vehicle immediately.

  Business Response

  Date: 01/30/2023

  Business Response /* (1000, 5, 2022/10/05) */ I spoke with Kamryn ****** (Co-Buyer) about this yesterday... She came by the dealership asking for an update on the cancellation request form she had submitted to Kassidy. I checked with accounting and the products that they had requested to be cancelled were cancelled and a check issued 2 days later. When speaking with her, she informed me that she wanted to cancel more than she had originally requested. I let her know that Polysteel and Etch were not cancellable because the products had already been applied to the vehicle. I then proceeded to help her cancel the Tire and Wheel Policy, Windshield, and Depreciation Membership. Attached is a copy of the F&I Menu, Final Disclosure Form, Purchase Agreement, and Contract all showing the products fully disclosed. I have also included a copy of both cancellation forms and the refund check that was sent to her financial institution on 9/26. The refund for the Tire and Wheel, Windshield, and Depreciation Membership should all be processed within a couple of weeks and sent to her lender. Consumer Response /* (3000, 7, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem has yet to be fully resolved. The PolySteel and Etch were another set of items Kassidy ***** "hooked us up" with. Again we never agreed to pay for these items. We have expressed several times on several occasions that we wish to return the vehicle and have absolutely zero interest in doing anymore business with this dealership. And the statement of "canceling more than requested" is completely false. Another act of deception. We have stated over and over again we refused and do not want and now want removed ANY AND ALL extra items. In that office that evening, being there for 5+ hours trying to purchase this vehicle we had very clearly verbally refused any and all extra items and had agreed upon a price and Kassidy ***** assured us we were in good hands. By the end of this interaction with Kassidy he apologized for us being there so long and then said he was going to "hook us up" with extra items. Little did we know our loan was getting inflated ten thousand plus dollars. The problem has yet to be resolved, I do not wish to keep this vehicle nor continue business with this dealership. This whole transaction has been dishonest to say the least.