Jim Norton Toyota

We have refunded the entire amount the customer paid for parts $1,returned to customer credit card on 9/13/ md [redacted] Calligraphy";">Controller

Initial Business Response / [redacted] (1000, 5, 2014/08/05) */ In late May, Mr [redacted] came into our dealership and left a deposit in good faith on a car that he was purchasingAfter he left the deposit, he decided to purchase elsewhereHe later came to the dealership requesting a refund of the non-refundable deposit he leftFor the sake of customer service, we gave him a full refund of his deposit in early JuneIn addition, he complained of phone calls he had been receivingThe General Sales Manager marked his file as "Do not Contact" in our CRM systemMr [redacted] was not upset with the dealership at this time and even inquired about attending an upcoming new owner's event for customers who purchase new Toyota's from our dealershipIt's also important to note that the customer was only here in our dealership for approximately an hour and customer was fully aware that the refund check would be returned to him in an hour and halfWe have not heard from this customer to complain about being contacted since that timeWe are not willing to pay the customer $but we have, however, deleted his contact number and email address so that he will not be able to be contacted againWe are apologetic if the customer had any mental stress due any phone calls and will ensure that he is never contacted in the future

Initial Business Response / [redacted] (1000, 5, 2016/01/16) */ We are very sorryThe door luck is simply worn out due to ageThe door latch was not related to accidentIt was not replaced by the insurance company when we did the repairWe can't warranty something that we didn't replaceWe will gladly replace it at dealer costLet us know if you'd like for us to do thatSorry againThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did replace the latch and it is not worn out as they claimThey fixed the latch once because it malfunctioned (because it was part of the warranty)It is now malfunctioning again and they claim they are not responsible for something they took responsibility for in the past? Why would they spend time on fixing something or replacing it as they claimed the last time I took the vehicle out there and now since they still did not resolve the problem they are trying to wash their hands of their responsibilityThey charged for repairing the door and it doesn't work properlyTheir body shop has poor business practices and doesn't care about customers nor do they honor their warranties Final Business Response / [redacted] (4000, 9, 2016/01/30) */ Even with us never installing the part in the first place, when you came back we repaired it for free as goodwillWe do goodwill on simple repairs for many of our customers to help them avoid spending money on replacing the partUnfortunately in your case the simple repair didn't workWe're very sorry but we can't replace the item that we never installed in the first placeThank you

My wife and I went to Jim Norton Toyota on 09AUGready to purchase a new Prius listed on their websiteAccording to their website this vehicle was fully loaded, had a total of miles, and additionally had $worth of possible rebates with a list price of $25,We had spoken to one of their internet sales associates prior to arrival and she said the car was ready for us to test drive and they would also have an appraisal done on the spotUpon arriving I asked for our sales associate only to be told she quit (when minutes before she sent me an email saying she was looking forward to meeting me)Although odd I still wanted to see the vehicle so they brought it aroundUpon first glance I noticed the vehicle had a spare tire on it and was missing an antennaI asked what happened and the dealership stated that they “did not know”I test drove the vehicle anyways and noticed that it was abnormally standard for a "fully loaded" Prius I was told that all the features were correct on the posting and I must have "misread" what was listedTo us, the Prius was not worth the posted value on their website so I asked to test drive a PriusThe sales representative brought around a Prius V instead and insisted it was the same vehicle when it clearly was not…
Next I requested a quote on the Prius I had previously test drove and told them it was not worth their listed value and I would only consider it if it was considerably lessAbout minutes later a quote was brought to me for 28,which would not include TTL or their ridiculous documentation fee of $The sales representative then began trying to convince me this was a great deal! This quote also included the trade in value of my vehicle for $which was $less then CARMAX appraised only days earlierI told them their asking price was crazy and I would NEVER consider purchasing this vehicle for this price especially when their internet list value was $less prior to the additional rebates which we were told we would receive! I stated the only way I would consider this vehicle was if I had an OTD price of $20,When our sales representative left to speak to the manager I went outside to have a closer look at the vehicleI compared the features and realized I did not read the features wrong, but instead they were all listed wrong on their websiteWhen realizing this I began looking into the features of the vehicle and realized I actually test drove a Prius which had a real market value of only $23,000.00!
Bottom line, this dealership lied to me attempting to sell a Prius for $over fair market value instead of a fully loaded Prius as advertised on their website… These people are crooks and I suggest everyone does their research prior to speaking to them

Initial Business Response /* (1000, 5, 2015/02/08) */
***, we are very sorry that replacing the radiator didn't fix your vehicleAs we discussed, when you red lined your vehicle, it could of destroyed the engineFirst thing we had to replace is the visual damageYour radiator had
a hole in itHad to be replaced before anything else can be done to the carRest required us tearing down your endingWe're very sorry but we did discuss the tear down with youThis is our standard business practiceWhen there is a risk of engine replacement, we let all our customers know about this chargeIt is a very complex job, takes our mechanics several hours to performWe're very sorry that there was no way of fixing your engine$charge is for the work already performedWe would love to work with you and help you with this issueIf you choose to replace your engine we will goodwill $1,of your engine replacement cost plus wave the $tear down chargeIt will bring your engine replacement cost to $3,Huge savingsThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to your letter,
During my course of business with you it was not at any point explained to me that the repairs quoted had the potential of needing possible further repairIt was presented to me each time by your representative that this repair would fix my problemThe original complaint was for an overheating issueI was told over the phone that the issue was a leaking radiatorAgain at no point was it explained to me that there could be further issues causing over heatingAfter I picked my vehicle up after the initial repair and had to return it for further service it was again explained to me that the issue was a head gasket deformed or possible damagedIt was not at any point in time explained that this was only one of many possible reasons and that to address the issue you would have to "tear down" the engineIf it had been explained to me that the issue could be much more and costs could easily exceed more than $1,I would not have authorized such work to be done as the cars value was no longer worth itIn addition to this when I came in to your shop to inspect the car I noticed that you had pulled the piston heads from the short blockWhich is more work than I even authorizedI only authorized replacement of the head gasket because again that was what I was told was the only problemYour offer to reduce the cost of the engine replacement is not satisfactory to meI have already purchased another vehicle due to the length of time it has taken to resolve the issue with the ToyotaI do not expect return of my initial $dollar repair costI am only requesting that my damaged vehicle be returned to me so that I may dispose of it as I see fit
Final Business Response /* (4000, 11, 2015/03/12) */
We always trying to find a resolution with our customersIf you choose not to take advantage of this huge discount to fix your car, we will reduce your current charge by halfYou can pick your vehicle up for only $We will also waive the storage feeLet us knowThank you

They are liars, rude and disrespectful they treated us poorly and blamed us for the fact of my husbands loan did not get approved from a bankthey said they had done it in the business days when my husband called the bank the loan was approved much later than that and it was a different bank than they had said it was when he went in the first time and a different interest rate.They also kept giving us the run around on our loan and once our day tags expired they just stuck another day tags on it and told us to wait another week or so after we all ready had initially waited the daysThey also used the turnpike on my husbands trade in and we got a bill for it just nowThis business is one of the worst dealers in Oklahoma City unprofessional and shady

Initial Business Response /* (1000, 5, 2015/04/09) */
We are very sorry for your unpleasant experience at our dealership. Transmission cooler was never discussed at the time of purchase. We are not aware of any transmission cooler requirements for this tow package. However, we always want to...

take care of our customer. We will refund you $109, just stop by the store. Sorry again for the inconvenience. Thank you.

Contacted customer and apologized for the inconvenience and length of time it took for warranties to be cancelled and finalized.  All warranties were cancelled for customer.  Check was mailed to customer's financial institute on May 3,...

2016.  Check was accepted on May 4, 2016 at the financial institute. Customer purchased a protection product to be applied to vehicle and paid for the one time application.  As a goodwill gesture, that company representative is refunding that amount also.

Initial Business Response /* (1000, 5, 2015/10/16) */
We're very sorry. We don't have access to tag agency software. We can only estimate the amount. No problem at all. We will issue the $118 check to cover the difference. Thank you for your business.

Contacted customer and apologized for the length of time to repair vehicle and inconvenience of the issue.  Body Shop worked with customer's insurance company to repair vehicle to customer's satisfaction.

Complaint: [redacted]
I am rejecting this response because: my trade in has not been paid off as of today. Final contract was signed on 10/3 and trade in still has not been paid off. My credit score is continuing to decrease.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/16) */
We are very sorry. The door luck is simply worn out due to age. The door latch was not related to accident. It was not replaced by the insurance company when we did the repair. We can't warranty something that we didn't replace. We will...

gladly replace it at dealer cost. Let us know if you'd like for us to do that. Sorry again. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did replace the latch and it is not worn out as they claim. They fixed the latch once because it malfunctioned (because it was part of the warranty). It is now malfunctioning again and they claim they are not responsible for something they took responsibility for in the past? Why would they spend time on fixing something or replacing it as they claimed the last time I took the vehicle out there and now since they still did not resolve the problem they are trying to wash their hands of their responsibility. They charged for repairing the door and it doesn't work properly. Their body shop has poor business practices and doesn't care about customers nor do they honor their warranties.
Final Business Response /* (4000, 9, 2016/01/30) */
Even with us never installing the part in the first place, when you came back we repaired it for free as goodwill. We do goodwill on simple repairs for many of our customers to help them avoid spending money on replacing the part. Unfortunately in your case the simple repair didn't work. We're very sorry but we can't replace the item that we never installed in the first place. Thank you

We received funds for the vehicle she purchased on 10/14/16.  A check for $16,902.51 was overnighted to Regional Acceptance on 10/18/16 for the payoff on her trade.

We have refunded the entire amount the customer paid for parts.  $1,247.31 returned to customer credit card on 9/13/16.   md   [redacted]
Calligraphy";">Controller

We kept the customer's payment as requested. To finalize the deal, Jim Norton Toyota of OKC absorbed the finance difference. Customer happy at this time.
 
Jim Norton Toyota of Oklahoma
[redacted]
General Manager

Initial Business Response /* (1000, 5, 2014/08/05) */
In late May, Mr. [redacted] came into our dealership and left a deposit in good faith on a car that he was purchasing. After he left the deposit, he decided to purchase elsewhere. He later came to the dealership requesting a refund of the...

non-refundable deposit he left. For the sake of customer service, we gave him a full refund of his deposit in early June. In addition, he complained of phone calls he had been receiving. The General Sales Manager marked his file as "Do not Contact" in our CRM system. Mr. [redacted] was not upset with the dealership at this time and even inquired about attending an upcoming new owner's event for customers who purchase new Toyota's from our dealership. It's also important to note that the customer was only here in our dealership for approximately an hour and customer was fully aware that the refund check would be returned to him in an hour and half. We have not heard from this customer to complain about being contacted since that time. We are not willing to pay the customer $1000 but we have, however, deleted his contact number and email address so that he will not be able to be contacted again. We are apologetic if the customer had any mental stress due any phone calls and will ensure that he is never contacted in the future.

Initial Business Response /* (1000, 5, 2015/07/06) */
We are very sorry for your inconvenience. We have no record of us promising you the new brakes. At the time of inspection, brake pads were at 4mm in the front and 5mm in the back. Brakes get replaced between 1 - 3mm. Any car repair...

facility can verify that. Again, we're very sorry. We will give you an additional $100 off the brake job if you choose to do both side. Total saving of $200. If the vehicle is still in retail condition, we will also give you a clean trade value if you choose to trade it in for a new one. Let us know if you'd like to book an appointment. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I guess they would not have a record of what the salesman promised us as previously explained! Da! That's the whole point! We trusted him at his word! This is one of the reasons we chose this vehicle and why we didn't have the brakes checked! The salesman had said that the brakes were new which means the rotors are suppose to be good as no good mechanic would put new brake pads on bad rotors! Evan though this apparently didn't happen, the dealer needs to assume this major inconvenience instead of us because of the reasons previously stated. They totally ignored what was said about the whole brake situation too! We're not just talking about brake pads! They need to go back to address the whole brake and rotor situation also as previously explained! The cost for this total job is almost $900 to do all the rotors and pads as the dealer's service department said when I went there to have the noise checked. You can't reuse old pads on new rotors because of the groves in them from the bad rotors people!
The apology and discount offered is not enough to be able to accept their incomplete response to the complaint as written. We do appreciate the offers though. The real problem here is what was verbally said during a sale. The dealer is responsible for what their salesman say on their watch! It is no different than as false advertising! To be frank, it is a verbal agreement when a salesman tells you something like he told us and we purchase the vehicle on his knowledge of that vehicle! As stated previously , the salesman said the brakes were new and later after we drove it a couple of days , we told him the brakes were making a noise and his response was to drive it a while to give the brake pads a chance to "seat in"! The rest is history. You see, this is just more proof of what he had originally said to us about the brakes! Here again, the dealer needs to take responsibility for their people and not let them have free reign to say anything to get a sale!!! It is criminal in nature to do this to anyone !!! If this ends up costing us mucho dollars to fix this , I can guarantee it will cost them more in the long run from the public being aware of their dishonest sales tactics! Buyer beware that they don't stand behind their word and product!!! They sell used vehicles that are not safe to drive as was ours with the bad brakes and rotors!!! As you can read in their response, they are trying to sugar-coat the problem and imply that we are dummies!!! Again, their response is given like a true dishonest sales tactic by not addressing the whole picture as was given in the complaint!!! Don't be fooled just be schooled here. Hoping to resolve this in a more fair and equitable manner very soon. Maybe all it takes is merely to re-read the entire complaint so as to absorb it's entire contents! Who knows?
Final Business Response /* (4000, 9, 2015/07/20) */
Again we're very sorry for your inconvenience. The salesperson that helped you has the highest sales satisfaction index in the industry. He couldn't possibly tell you that the vehicle have new breaks because it didn't.
At the time of inspection brakes were 4mm in the front and 5mm in the back. Both have plenty of life left. Any mechanic shop will verify that statement. When you purchase a pre-owned vehicle and sign an "as is" form, most of the dealers will not even entertain doing anything else after the sale. We're on another hand always try to work with our customers. Even with plenty of life left on your breaks, we will replace your front breaks ONLY at no charge. If you choose to do any other work to your vehicle we will also do it at discounted rate. Again we are very sorry. Have a wonderful day!
Final Consumer Response /* (4200, 11, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We still stand by our original claim that the salesman led us to believe that the brakes were new no matter how many halos they place on that salesman! Who cares whether he has the highest sales satisfaction index in the industry! That is not the point at all and is super doubtful! These are merely dishonest corporate tactics to make us look like dishonest customers out for a free lunch but I can assure you that we are decent, law-abiding citizens nearing retirement up against the big guy like many others. We don't appreciate them insinuating that we are liars either. After my last rebuttal, they still don't get it! They have failed to address the whole picture once again! We checked with several mechanics about this situation and all said that when all the rotors need replacing as Jim Norton's own service department said to me, then the brake pads that are that worn should be replaced at the same time since you are already in there doing those rotors! They also said that it is not a good idea to put that much worn brake pads on new rotors so there you have it folks. Their own service department told me this also! So you see how they are? Getting the big picture now? Well, their offer is not complete to say the least as they didn't say squat about the rotors being a part of that free front brake job! When their service department checked the brakes, they told me it all needed replaced and would cost me nearly $900! I had asked if the rotors could be turned and they said no. I asked if the brake pads could be saved and they basically said no. The offers and discounts don't come close enough to defray my end of the cost of which I shouldn't have to even bear going back to what that perfect salesman said to me and the wife. He may not have known the condition of the brakes, but he acted that part out to the max for us and it may have been because he was about to quit we found out. We were his last sale. Well, due to the safety issues here as well as time constraints, we couldn't wait to fix this whole brake issue so a certified mechanic friend of ours did the whole job for only costs! $182.96! Yah! Wow huh! How humane is that? He says he knows how salesmen and dealerships are since he worked at many of them. We still feel like we should be reimbursed for this cost of $182.96 at least and only then will we be content. This would be cheaper than the offer and discounts the dealer suggested and would be a good resolution for the both of us. We understand "as is" but we signed that form after the perfect," haloed " salesman made comments about new brakes and "seating in" to us. Other than this, our beef was with the salesman's comments and not necessarily the dealership, only their ludicrous supporting role and hurtful insinuations towards us. We appreciate all that the dealership has done for us other than this one issue so don't get us wrong folks! Humanity is not infallible no matter how many pins, awards, plaques, and trophies one can achieve! Again here ,don't be fooled just be schooled. Never give up in faith, life, and God!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/08/20) */
We sincerely apologize for any inconvenience we have caused the customer regarding her cancellations. Upon investigating her file, we did not process her cancellation forms until June 2014. The first two cancellations were expedited and...

refunded on 6/27/14. The remaining amount due of $1,135 will be paid within 30 days. This particular refund was overlooked by the refunding vendor and we have correspondence that states as such. In addition, we have calculated the interest that accrued on the entire balance of $4667 during the nine months which equated to $121.81. We are more than happy to send her a check for the interest as we know we did not process the cancellation in a timely manner.
Again, our deepest apologies and we look forward to making this right.
Kindest regards,
[redacted]