ComplaintsforJim Norton Toyota

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 25, 2204 I bought a vehicle from Jim ****** Toyota in *************. I bought the extended warranty as well, and was told I could cancel for full refund within 30 days. On April 23 I emailed the Finance Manager requesting to cancel the warranty. On April 24 he emailed me the cancelation form. I filled it out and returned it the same day. On June 25 I emailed asking for an update. He said he sent in the cancelation form on April 24 and said it should ***********-8 weeks to receive it. Since it had been 8 weeks already, he said he would look into it and get back with me. On July 2 after not hearing back I emailed again asking for an update. He did not respond. On July 16 I emailed again asking for an update and he did not respond. On July 23 (13 weeks after the form was submitted) I called the dealership. I was told **** is the director over the Finance Managers. He did not answer so I left a message with the details listed above. He has not returned my call. I am seeking assistance with getting the refund for the extended warranty.

  Business response

  07/25/2024

  To whom it may concern:

   

  This cancellation was paid in the amount of $4,243.00 on 5/14/2024 to Toyota ********* Services on the account associated with the loan for ***************************, *****************. Please see attached for ACH posting receipt. Refund on warranties can not be paid directly to a consumer in the instance that a loan balanace is still outstanding. 

  Please feel free to reach out with questions or in need of additional information. 

   

  Best,

   

   

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

  Operations Manager 

  Jim ****** Toyota OKC

• Initial Complaint

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bait and switch plain and simple. Advertising new vehicles for sale that aren't even on their lot.

  Business response

  07/15/2024

  ****************** reached out to our BDC department to inquire on a vehicle that was in transit and not physcially on the lot yet. He was told that the vehicle was not available to drive yet. He then reached out to a member of the sales team on ******** Marketplace to inquire on a different vehicle and felt as though he had been "bait and switched". He inquired on two different vehicles and never made it clear which he would like to purchase. We have reached out and left messages and emails for ****************** to clear any confusion but have yet to receive a response. 

  Please feel free to reach out if you need additional information or clarification. 

  
  Best, 

   

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

  Operations Manager

  Jim Norton Toyota OKC 

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

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:  This is totally false on the part of the business.  I can go right now and log onto autotrader, FB marketplace, or any other online add website and find a plethora of vehicles that Jim Norton Toyota has listed as for sale that AREN'T on their lot.  Nor are they being listed as "in transit" as this person likes to say.  The vehicles are being listed and represented as "in stock" and ready for sale.  This is a classic bait and switch tactic that is being used by this dealership.  Advertise a vehicle that doesn't physically exist to get people to come to their lot, then say "oh, sorry that one sold, but we have this one..." that is a much higher price.  This is 100% fraud and they should be found liable. 
  
  Sincerely,
  
  ***********************

  Business response

  07/16/2024

  Jim Norton Toyota OKC takes care to notate the stage in which the vehicle is at from Manufacturer to the lot. Please see attached snapshot of website for details on "in transit", "build phase", and "sale pending" vehicles. Many of our customers prefer to reserve their vehicle early in the manufacturing stage to ensure that they get the exact match on which they would like to have.

  All third party vendors, such as Autotrader, KBB, Cargurus and the like, have links directing each customer back to our main webpage for more details on the vehicles that are listed or being inquired upon. 

  Please feel free to reach out for more details. 

   

  Best, 

   

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

  Operations Manager 

  Jim Norton Toyota OKC

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: its complete BS.  Ill be contacting the local news stations next.  You and I both know your dealership is misleading customers.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a wreck with my car. I took it to *** Norton collision center since I bought my car at Jim Norton Toyota okc and figured they would do my car justice. Instead it takes them forever to finish my car. I barely get any updates in the process and they dont ask me any questions really about anything. Well I pick up my car and the motor mount still needs to be replaced. They have to re-replace my bumper, and they broke my windshield and tried to let me drive off without it because they assumed it was there previously. Well after an entire week of waiting I drop my car Off as a return and I wait for someone to call. No one does. So I call and ask for an update. They say it wont be til the following morning so I wait. I call again today only to find out the person Ive been working with isnt in and they dont have an update on my car but will send an estimator out to give me a call back to let me know an update. Well several hours go by and I still havent received a call so I call back and they transfer me to whoever they gave it to and she doesnt answer. So Im still here waiting for my car to be done with no answers and only hoping they dont break more on my vehicle.

  Business response

  06/20/2024

  To whom it may concern:

   

  Customer has been updated about all repairs during the time frame the vehicle has been at the ****************. Every Monday, Wednesday, and Friday, a text notification was sent to update the status of the vehicle to her. She spoke with the **************** Manager yesterday, 6/19/2024. She stated that she understood all details and is still in a loaner vehicle that we equipped her with for the repair time frame. ********* center has been in touch with the insurance company throughout the claim and is still working on damages to the vehicle. 

  Please let me know if you need additional information. 

  Best, 
  
  

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

  Operations Manager

  Jim Norton Toyota OKC 

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

   

  Customer response

  06/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I will wait until the car is done. I have not been updated since dropping the car back off. The rental is appreciated, but I still have no frame of reference for when my car will be ready. 
  Sincerely,
  
  *************************

  Business response

  06/20/2024

  To whom it may concern:

  
  We spoke to **************** about her Corolla and explained where we currently are with her vehicle and the additional damages found as of today. I assured her that we will send up the estimates and photos to State farm today and that it could be a few days before we hear back from them. She seemed very appreciative for the update and happy we were on top of things.Will follow up with her on Monday. 

  Best, 

   

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

  Operations Manager

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment at *** Norton, OKC to have three retainer pins repaired/replaced. ******* met me and stated that the repairs could be completed the same day. I was quoted less than $200 for the repair. I was charged over $220. During the repair attempt, *** Norton broke a piece of trim on my car. I was told that the company had ordered a new one and it would be received within a week. I also noticed upon arriving home that two retainers that were supposed to be fixed were in fact not fixed. I never received a call from the dealership and had to call them over 3 times to get anyone to answer my question. When someone finally did, I was told that the part had been received for some time now. I expressed that I want them to complete the repair I had paid for. Upon arriving, the broken part was replaced but the clip was broken on that as well. ******* told me that they could not do the repair and that I would have to pay a body shop. At that point I left and began trying to contact a manager via telephone. After 9 attempts, a manager finally returned my call. I arrived on a Wednesday to have the repairs done at zero cost. I paid for a rental vehicle. The next day I was told that my car was completed. I returned the rental to discover that only 1 out 3 repairs were done. I was told to return the next Wednesday and I would receive a free loaner car and the repairs would be done. I did return and received a free loaner. However, a hail storm came through and lightly damaged the hood, window trim, and trunk lid of the car. *** Norton took until Thursday evening to finish the repairs. Upon returning, I was told that I would be liable for all hail repairs on their comped vehicle. I made four separate trips to the dealership at 1.5 hours one way. I paid for the repair that was not completed until my fourth trip. I am now out over $1000 including damage and travel, time off work. I would like a refund of the repair costs, comped for my time, fuel, rental cost.

  Business response

  03/29/2024

  Jim Norton Toyota OKC reached out to the customer and apologized for inconvenience on multiple visits to correct the issue of the bumper cover attachedment after repair. Due to inconvenience we have offered customer a $150 credit on account at our dealership for future services. His account has been updated witht this credit and noted in our systems for reference. 

  Please let us know if you need additional information or assistance. 

   

  Best, 

   

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

  Operations Manager

  Jim Norton Toyota OKC 

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

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  No one from *** Norton has contacted me as falsely stated Regarding this or other issues Ive reached out about. Store credit does me nothing when your location is a 90 minute drive from my location. 
  Sincerely,
  
  *********************

  Business response

  04/02/2024

  Jim Norton Toyota OKC apologizes for the delay in communication. However, the original offer of credit on account will stand. See attached for communication documented. 

  Best, 

   

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

  Operations Director 

  Jim Norton Toyota OKC 

  Customer response

  04/02/2024

  
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I bought a Toyota Camry on 03/02/24. We got the paperwork today 03/16/24. The total amount of the loan was increased by $5,379. *** Norton is charging us for services that were never explained to us. We never agreed with being billed for endurance, Toyota PPM, processing fees and customer benefits packages, and extended service plan. After reading some of the reviews about this dealership, I can also agree that their strategy is to wear you down and take advantage of you. We were at the dealership from noon to almost 5 pm. We were tired and just wanted to be done with all the paperwork. The finance agent looked like a very nice person who you can trust, a huge mistake. We explained to him that we were planning on buying a house and we did not want any extra charges. It is hard not to think he was manipulating the situation. He just handed out the paperwork without explaining anything. He split the documents in a very convenient way. He gave me, the Hispanic female whose native language is not English, the paperwork where the additional costs were listed. These costs were snuck in without any discussion. He gave the other documents to my husband. He handed the *** Insurance form to my husband like it was just another paper that needed to be signed. He did not mention that this was additional insurance, therefore, an extra charge. He did not say we had the option to opt out of anything. It is very frustrating to realize that you cannot trust anyone. You need to always have your guard up, even when you are dealing with professional people.

  Business response

  03/18/2024

  Jim Norton Toyota OKC reached out to the *********** to provide a cancellation request document for completion and sign. After we receive this document back, we can move forward with processing the products that they purchased. 

  Please let me know if you need any additional information regarding this case. 

  Best, 

   

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

  Operations Manager 

  Jim Norton Toyota OKC 

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

  Customer response

  03/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  We will accept the response when the credit of all the extra charges are reflected on the loan balance. We were told this can take up to 4 weeks, therefore, we will wait until then. 

   

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

  Business response

  04/05/2024

  Jim Norton Toyota OKC recieved feedback from customer, stating that they did received the payment for the full amount back to their loan as of Monday, April 1st. 

  Best, 

   

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

  Operations Director

  40.506.6259

  Customer response

  04/10/2024

  
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/15/2023, I dropped off my 2007 Toyota Camry for rear bumper, headlight, and paint repair. On 01/04/2024, I came to pickup my car around 4:20PM. Around 4:30PM, I discovered that my passenger sun visor was broken and lying in the passenger seat. It was not broken before the car was dropped off. Since it was not an item to be repaired, the walk-through did not include inspecting the interior of the car. I went in and asked why it was broken. The receptionist left and returned with Estimator ***************************. ******* agreed that an exclusively exterior auto repair should not result in a passenger sun visor, an interior item, being broken. He agreed they would order the part and install a replacement at their expense. Since that day, I have received no communication.

  Business response

  01/16/2024

  Jim Norton Toyota OKC just received the part to complete the repair for ******************. He will be notified this evening that we have the part and are able to install it at the customers convenience. 

   

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

  Operations Manager

  Jim Norton Toyota OKC 

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

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I finalized the paperwork with an employee by the name of ********* unknown. He assured me the extended plan was through my credit union not dealership. So he pretty much lied to me. I would like this extended plan canceled and my loan updated to reflect the correct amount.

  Business response

  12/30/2023

  Jim Norton Toyota OKC has spoken with ***************. She was under the impression the *** was a product of her credit union. We have initiated the cancellation for the customer to be processed and refunded to her. 
  

  please let me know if you have any questions regarding this matter.
  

   

  Jacqueline ******* 

  Operations Manager 

  Customer response

  01/09/2024

  
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On October 6th of 2023, I (***************************************) Traded in a 2021 Toyota Tacoma I had been leasing for a 2011 Silverado. I signed all the paper work after the agreed terms and left the dealership. I haven since had to call and be unable to reach any one about my title. They also have not paid off my other truck resulting in "Missed payments" they are trying to on on my credit report.

  Business response

  12/22/2023

  Jim Norton Toyota OKC has been in contact with the customer on the resigning of his loan contracts. We were able to come to a time when he would be available for us to send new contracts to be signed for the vehicle as of yesterday. Customer signed new loan documents today on the same terms as originally agreed upon. 

  Please feel free to reach out with any questions. 

  Best, 

   

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

  Operations Manager 

  Jim Norton Toyota OKC 

  Customer response

  12/27/2023

  
  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.
  
  Sincerely,
  
  Antoon Vandersterren

  Customer response

  01/18/2024

  
  Complaint: ********- Consumer submitted another complaint closed that one as invalid/duplicate and reopened this one to add new complaint. 
  
  I am rejecting this response because:

  I bought a car from the dealership on October 6. The dealership did not have my trade-in paid off by November 20 so I missed a payment on my trade-in that I then had a late fee on it. The dealer reimbursed me but still did not give me my title. My title finally came in January 11. When I went to register it, I had almost $200 in late fees I was not expecting to pay.

  Sincerely,

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

  Business response

  01/18/2024

  Jim Norton Toyota OKC has received the customers request to be reimbursed for tag fee penalties and cut the attached check to cover the expenses. 

   

  Please let me know if you need anything else. 

   

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

  Operations Manager

  Customer response

  01/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have received yet another call from Toyota Financial saying that there are "Late payments" on the Tacoma *** Norton told me was paid off. This is still impacting my credit. At this point them simply paying the late fees is not cutting it. My credit is being affected. I want some kind of compensation for the months of dealing with this issue, the impact on my credit, and the stress it has causes. The dealership has had one person who ******** tried to help me and I feel like she is fighting alone. I will not be closing this issue until Toyota financial confirms all late, pending, due payments are up to date and the payoff has been issues. Then I would like something in return for the amount of stress I have had to deal with for what is essentially just a used car purchase. 

   

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

  Business response

  01/23/2024

  Jim Norton Toyota OKC has paid off the vehicle in question prior to last week with another payment for overages being posted to the account to clear the balance on the 18th. 

  Best, 

   

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

  Operations Manager 

  Customer response

  01/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  If it was paid off on the 18th  then why is Toyota financial calling me on the 23rd about late payments? My statement does not reflect the payoff or the pending payment for the late fees. So not I have 1 late payment, and 1 shows as not paid. Which means when it is paid I will have two late payments on my credit, neither of which is my fault. Pointing out that you paid those AFTER you let it impact my credit doesn't help me. I am currently trying to buy a home and this is literally affecting my ability to get a house for my family because it has impacted my credit. So covering the cost YOU owe doesn't help me at all. How are you going to help me correct my credit situation? 
  Sincerely,
  
  ***************************************

  Business response

  02/05/2024

  Jim Norton Toyota OKC reached out to ****************************** and Toyota ******************** to check on resolving any credit impacting issues. **** disclosed that they did not find any late notification on Mr. ************** reports and noted that if any should have an impact from the time period the vehicle was traded to us, they would be removed on behalf of Jim Norton Toyota OKCs request. Furthermore, ****************************** agreed to provide documentation, if any, to the effect of an impacted credit report to relay to **** in regard to this matter. To date, ****************************** has not provided such information. **** has noted the account for removal of any potential delinquencies during the time period in question resolving the matter.
  

  Please feel free to reach out for more information if necessary.
  

  Best,

   

   

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

   

  Customer response

  02/06/2024

  
  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.
  
  Sincerely,
  
  Antoon Vandersterren

• Initial Complaint

  12/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We owe signed by both general sales manager and new car director. We received title but no check for $1600 towards tag title. This is a legal form signed between myself and the dealership and 2 current active managers. I'm requesting check for $1600 Per signed WE OWE and will drop complaint upon being able to pick up check for WE OWE

  Business response

  12/06/2023

  ************** is a previous employee of Jim ****** Toyota OKC. In the event of his vehicle purchase, the lending agency would not carry the cost of the *** on the loan so it was removed from the vehicle financing and left to ************** to pay outright. See differences in amounts on front end purchase agreement to final bill of sale. Please contact me with any questions or concerns. 

   

  Best, 

   

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

  Operations Manager

  Jim ****** Toyota OKC 

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because it's not

  on the we owe. It's a promise from the dealer. You don't have a signed copy without those promises and also the company did one item on the we owe. So you only filled one of the two  promises. Do you have a signed we owe stating otherwise? Also is it signed by both managers? Because this is what was promised and signed by both manager for. I didn't trust words as even with a legal document your still choosing to not honor your signed we owe 
  
  Sincerely,
  
  *************************

  Business response

  12/06/2023

  Jim ****** Toyota OKC would like to reiterate the resounding difference in  the reference to materials previously submitted to the BBB showing the original purchase agreement in excess of the secondary Bill of Sale as final transaction for **************. In addition, as a previous employee, ************** was not to have completed his own documentation in loan processing given the conflict of interest. We will be standing behind the documentation that was fianlized with the removal of the *** of $1600. Jim ****** Toyota OKC will not be paying the balance requested from *************** 

   

  Best,

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

  Operations Manager 

  Jim ****** Toyota OKC 

  Customer response

  12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: 1. The company does not have a we owe statement that does not show the ttl. Also per discussed and signed by all managers Involved and the fact is it's legal and owed. Also as a former employee I'm a co app and customer first. The management team said they would honor and signed the form as shown for the tag title and license. You can claim as you like but the documents were printed and handled by managers on the singed we owe. Verbal promise and paper promise. When will the check be ready for pick up? 

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

  Business response

  12/08/2023

  See attached for application with submittal and approved amounts financed by Toyota Financial Services.

  Please let me know if you have any questions. 

  Best, 

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

   

  Business response

  12/08/2023

  See attached for application with submittal and approved amounts financed by Toyota Financial Services.

  Please let me know if you have any questions. 

  Best, 

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

   

  Business response

  12/08/2023

  See attached for application with submittal and approved amounts financed by Toyota Financial Services.

  Please let me know if you have any questions. 

  Best, 

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

   

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I went on October 12 2023 to look at a truck. I really liked the truck and we asked to finance. The car sales man took all our information. And it took a minute to find a company that would take the truck due to mileage. We were told Ally was our loan company. Payments would be 385ish. A warranty was added, we were not asked it was already added to the paperwork to be signed. We signed the paper work and were told we were good to go. We put 500 down. My wife has called a few times wanting copies of the documents emailed to her and we have yet to receive the email copies. We have now received a letter stating **** regretfully informs us, as soon as we got this letter we tried contacting the dealership. We have called multiple times and can not get through to finance. My wife left a voicemail for the manager Saturday, November 4, 2023. We have not heard back. Now we received a letter from the car dealership stating we need to get back with them, within 30 days on the letters date. The letters date is October 31, 2023. What do we do? We were told we were financed, good to go, and now we are receiving mail saying we are not and have 30 days to come to a financial agreement. We put 500 down. The finance amount was ****** something with interest it would of been ****** something. The truck was ****** something, but they added a warranty, without asking us, that added *****. What do I do? If I take the truck back will I financially be responsible, even though my wife and I signed what we thought was an already approved contract and now we are seeing it was not approved.

  Business response

  11/08/2023

  Jim Norton Toyota OKC reached out to Mr. and *************** to update them on the status of their loan with an apology for the delay in returning their call. We also let them know who their lender is and asked if they would like to have the *************** Agreement that they originally signed for on the documents, removed. The ******* will be arriving at the dealership on Saturday to sign documents to remove the *** from the loan and update the contract documents accordingly. 

  Thank you, 

   

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

  Operations Manager

*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. ↩