We kept the customer's payment as requestedTo finalize the deal, Jim Norton Toyota of OKC absorbed the finance differenceCustomer happy at this timeJim Norton Toyota of Oklahoma [redacted] ***General Manager
On 2/21/2018, Mr [redacted] came into Jim Norton Toyota OKC to have an oil change and tire rotation performed on his vehicleWhile attempting to perform the oil change, the oil pan threads were in fact pulled on his oil panMr [redacted] was notified of this occurrence and asked Jim Norton Toyota OKC to halt any further service work done on the vehicleAt this time Jim Norton Toyota OKC complied with Mr***’s requestNo tire rotation or oil change was performed on Mr***’s vehicle at Jim Norton Toyota OKC nor was he charged for any goods or servicesAdditionally, at no point in time were Mr***’s wheels removed from his vehicleJim Norton Toyota OKC put Mr [redacted] in a loaner vehicle until he was able to have his personal vehicle picked up by a tow truck company to be taken to an alternative location of his choiceJim Norton Toyota OKC will not be providing Mr [redacted] with their Insurance Company information for damages sustained as the dealership did not perform the services that he initially requested on his vehicle
Complaint: [redacted] I am rejecting this response because: Have you even spoken with [redacted] , your GM? I have spoken with him and he did in-fact find the Rand said he would recharge itI am shocked to now hear you say that it will be converted, as that was NOT what I was toldClearly there us NO communication at that dealershp repair department I now have little faith that anything will repaired, let alone correctly Sincerely, [redacted]
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, Check was accepted on May 4, at the financial instituteCustomer 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
To whom it may concern: Originally Mrs*** came in for service to refill and check for leaks in her air conditioning systemAs her car is several years old, the Freon used to refill her particular system is no longer on the market and can not be purchasedThis was not known to the
Service Writer at our dealership at the time she was quoted her initial priceThe only way to "fix" the vehicle would be for a conversion of the system to the newer Freon type to be done which costs more than the original quoteAdditionally, the system would need to be checked to see if it would hold the Freon without leaks. The Dealership would be happy to provide Mrs*** with these services totaling $in cost for the original cost of the service quoted to her ($180)Thus she will be able to have the conversion and 1lb of Freon injected into the system to see where there may be any leaks in it for the cost of the older version of Freon that she was quoted on her initial visit to the dealership. Please feel free to contact me with any questions or concerns via email at ***@jimnortontoyotaokc.com or ###-###-####. Thank you, *** *** Variable Operations Jim Norton Toyota OKC
Complaint: ***
I am rejecting this response because: The tires were removed from the vehicle when their service writer, Marc ***, took me back to look at my carHe is the one who told me the tires were rotatedHowever, even if the tires were not rotated, they were off the carThis company has no integrity and is not being honest in their dealingTheir fear of letting their insurance company handle the approval or disapproval of a claim is the making of a coverupIs it business practice to place unperformed work on an invoice? That is dishonestThis is an example of the type of business Jim Norton Toyota is in Oklahoma CityThey did not put the lug nut on correctly when they put the wheels back on my car so now they do not want to accept responsibility.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/06) */
We are very sorry for your inconvenienceWe have no record of us promising you the new brakesAt the time of inspection, brake pads were at 4mm in the front and 5mm in the backBrakes get replaced between - 3mmAny car repair facility can
verify thatAgain, we're very sorryWe will give you an additional $off the brake job if you choose to do both sideTotal saving of $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 oneLet us know if you'd like to book an appointmentThank 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 statedThey 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 $to do all the rotors and pads as the dealer's service department said when I went there to have the noise checkedYou 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 writtenWe do appreciate the offers thoughThe real problem here is what was verbally said during a saleThe dealer is responsible for what their salesman say on their watch! It is no different than as 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 historyYou 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 hereHoping to resolve this in a more fair and equitable manner very soonMaybe 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 inconvenienceThe salesperson that helped you has the highest sales satisfaction index in the industryHe 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 backBoth have plenty of life leftAny mechanic shop will verify that statementWhen 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 saleWe're on another hand always try to work with our customersEven with plenty of life left on your breaks, we will replace your front breaks ONLY at no chargeIf you choose to do any other work to your vehicle we will also do it at discounted rateAgain we are very sorryHave 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 othersWe don't appreciate them insinuating that we are liars eitherAfter 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 folksTheir 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 noI asked if the brake pads could be saved and they basically said noThe 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 wifeHe 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 outWe were his last saleWell, 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 themWe still feel like we should be reimbursed for this cost of $at least and only then will we be contentThis would be cheaper than the offer and discounts the dealer suggested and would be a good resolution for the both of usWe understand "as is" but we signed that form after the perfect," haloed " salesman made comments about new brakes and "seating in" to usOther than this, our beef was with the salesman's comments and not necessarily the dealership, only their ludicrous supporting role and hurtful insinuations towards usWe 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 schooledNever give up in faith, life, and God!
Customer originally
purchased vehicle with a down payment of $Lender that accepted and approved loan has very strict stipulationsCustomer
was unable to meet bank stipulationsCustomer returned vehicle to dealershipVehicle had to be detailed for selling and mileage driven calculated (
x = $325.85)Rather than charging customer for above it ems, dealership will refund customer full
amount of $down payment
Complaint: ***
I am rejecting this response because: Have you even spoken with *** ***, your GM? I have spoken with him and he did in-fact find the Rand said he would recharge itI am shocked to now hear you say that it will be converted, as that was NOT what I was toldClearly there us NO communication at that dealershp repair department I now have little faith that anything will repaired, let alone correctly.
Sincerely,
*** ***
Final Consumer Response /* (2000, 6, 2015/06/17) */
I was contacted by *** *** the customer service manager who not only addressed my concerns, but offered alternatives for future visitsShe also offered a free detail, which is a happy ending
Complaint: ***
I am rejecting this response because: my trade in has not been paid off as of todayFinal contract was signed on 10/and trade in still has not been paid offMy credit score is continuing to decrease
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/01) */
According to our records customer picked all of the items$check, extra key and owners manualThank you
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
Revdex.com:
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 Business Response /* (1000, 5, 2015/10/16) */
We're very sorryWe don't have access to tag agency softwareWe can only estimate the amountNo problem at allWe will issue the $check to cover the differenceThank you for your business
We kept the customer's payment as requestedTo finalize the deal, Jim Norton Toyota of OKC absorbed the finance differenceCustomer happy at this timeJim Norton Toyota of Oklahoma [redacted] ***General Manager
We have refunded the entire amount the customer paid for parts $1,returned to customer credit card on 9/13/ md [redacted] Controller
On 2/21/2018, Mr [redacted] came into Jim Norton Toyota OKC to have an oil change and tire rotation performed on his vehicleWhile attempting to perform the oil change, the oil pan threads were in fact pulled on his oil panMr [redacted] was notified of this occurrence and asked Jim Norton Toyota OKC to halt any further service work done on the vehicleAt this time Jim Norton Toyota OKC complied with Mr***’s requestNo tire rotation or oil change was performed on Mr***’s vehicle at Jim Norton Toyota OKC nor was he charged for any goods or servicesAdditionally, at no point in time were Mr***’s wheels removed from his vehicleJim Norton Toyota OKC put Mr [redacted] in a loaner vehicle until he was able to have his personal vehicle picked up by a tow truck company to be taken to an alternative location of his choiceJim Norton Toyota OKC will not be providing Mr [redacted] with their Insurance Company information for damages sustained as the dealership did not perform the services that he initially requested on his vehicle
Complaint: [redacted] I am rejecting this response because: Have you even spoken with [redacted] , your GM? I have spoken with him and he did in-fact find the Rand said he would recharge itI am shocked to now hear you say that it will be converted, as that was NOT what I was toldClearly there us NO communication at that dealershp repair department I now have little faith that anything will repaired, let alone correctly Sincerely, [redacted]
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, Check was accepted on May 4, at the financial instituteCustomer 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
Customer spoke directly with GM and resolved the issues
To whom it may concern: Originally Mrs*** came in for service to refill and check for leaks in her air conditioning systemAs her car is several years old, the Freon used to refill her particular system is no longer on the market and can not be purchasedThis was not known to the
Service Writer at our dealership at the time she was quoted her initial priceThe only way to "fix" the vehicle would be for a conversion of the system to the newer Freon type to be done which costs more than the original quoteAdditionally, the system would need to be checked to see if it would hold the Freon without leaks. The Dealership would be happy to provide Mrs*** with these services totaling $in cost for the original cost of the service quoted to her ($180)Thus she will be able to have the conversion and 1lb of Freon injected into the system to see where there may be any leaks in it for the cost of the older version of Freon that she was quoted on her initial visit to the dealership. Please feel free to contact me with any questions or concerns via email at ***@jimnortontoyotaokc.com or ###-###-####. Thank you, *** *** Variable Operations Jim Norton Toyota OKC
Complaint: ***
I am rejecting this response because: The tires were removed from the vehicle when their service writer, Marc ***, took me back to look at my carHe is the one who told me the tires were rotatedHowever, even if the tires were not rotated, they were off the carThis company has no integrity and is not being honest in their dealingTheir fear of letting their insurance company handle the approval or disapproval of a claim is the making of a coverupIs it business practice to place unperformed work on an invoice? That is dishonestThis is an example of the type of business Jim Norton Toyota is in Oklahoma CityThey did not put the lug nut on correctly when they put the wheels back on my car so now they do not want to accept responsibility.
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/06) */
We are very sorry for your inconvenienceWe have no record of us promising you the new brakesAt the time of inspection, brake pads were at 4mm in the front and 5mm in the backBrakes get replaced between - 3mmAny car repair facility can
verify thatAgain, we're very sorryWe will give you an additional $off the brake job if you choose to do both sideTotal saving of $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 oneLet us know if you'd like to book an appointmentThank 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 statedThey 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 $to do all the rotors and pads as the dealer's service department said when I went there to have the noise checkedYou 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 writtenWe do appreciate the offers thoughThe real problem here is what was verbally said during a saleThe dealer is responsible for what their salesman say on their watch! It is no different than as 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 historyYou 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 hereHoping to resolve this in a more fair and equitable manner very soonMaybe 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 inconvenienceThe salesperson that helped you has the highest sales satisfaction index in the industryHe 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 backBoth have plenty of life leftAny mechanic shop will verify that statementWhen 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 saleWe're on another hand always try to work with our customersEven with plenty of life left on your breaks, we will replace your front breaks ONLY at no chargeIf you choose to do any other work to your vehicle we will also do it at discounted rateAgain we are very sorryHave 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 othersWe don't appreciate them insinuating that we are liars eitherAfter 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 folksTheir 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 noI asked if the brake pads could be saved and they basically said noThe 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 wifeHe 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 outWe were his last saleWell, 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 themWe still feel like we should be reimbursed for this cost of $at least and only then will we be contentThis would be cheaper than the offer and discounts the dealer suggested and would be a good resolution for the both of usWe understand "as is" but we signed that form after the perfect," haloed " salesman made comments about new brakes and "seating in" to usOther than this, our beef was with the salesman's comments and not necessarily the dealership, only their ludicrous supporting role and hurtful insinuations towards usWe 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 schooledNever give up in faith, life, and God!
Customer originally
purchased vehicle with a down payment of $Lender that accepted and approved loan has very strict stipulationsCustomer
was unable to meet bank stipulationsCustomer returned vehicle to dealershipVehicle had to be detailed for selling and mileage driven calculated (
x = $325.85)Rather than charging customer for above it ems, dealership will refund customer full
amount of $down payment
Complaint: ***
I am rejecting this response because: Have you even spoken with *** ***, your GM? I have spoken with him and he did in-fact find the Rand said he would recharge itI am shocked to now hear you say that it will be converted, as that was NOT what I was toldClearly there us NO communication at that dealershp repair department I now have little faith that anything will repaired, let alone correctly.
Sincerely,
*** ***
We received funds for the vehicle she purchased on 10/14/ A check for $16,was overnighted to Regional Acceptance on 10/18/for the payoff on her trade
Final Consumer Response /* (2000, 6, 2015/06/17) */
I was contacted by *** *** the customer service manager who not only addressed my concerns, but offered alternatives for future visitsShe also offered a free detail, which is a happy ending
We are very sorryPlease disregard the denial letterYour loan was fundedYou will receive the payment statement shortlyThank you for your business
Complaint: ***
I am rejecting this response because: my trade in has not been paid off as of todayFinal contract was signed on 10/and trade in still has not been paid offMy credit score is continuing to decrease
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/01) */
According to our records customer picked all of the items$check, extra key and owners manualThank you
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
response was sent to customer
Initial Business Response /* (1000, 5, 2015/10/16) */
We're very sorryWe don't have access to tag agency softwareWe can only estimate the amountNo problem at allWe will issue the $check to cover the differenceThank you for your business