My name is R. - OKDAWG
My name is R. Miller (giving my name as I noticed they love to claim they can't identify other folks who've left reviews). I have had 2 experiences with Jim Norton Toyota Service Dept and both of them were VERY BAD experiences.
First one was to address several items on my Land Cruiser. Back in late May, I brought my vehicle in and gave them the things I wanted to address. They later called me to discuss SOME of the items and to let me know that one of the transmission items needed to come in from Japan, but it would be in no later than June 10th. Well, I finally received my vehicle on JULY 9th. One of the items (AC/Heat temp setting issue) was not addressed other than to tell me they couldn't reproduce the problem. After looking at the ticket I know why. The tech (Mark) that checked me in didn't type the issue in correctly even though I told him more than once (and explained it another time over the phone as I reminded them to get it done. From the minute I got there Mark seemed very nervouse and trembled as he typed (he either had a nervous condition OR they are under a lot of pressure from Mgt in an unhealthy environment. They also sold me a radiator saying I had a small leak. I took them for their word, but I think if there was a leak I would notice coolant on my driveway, or someone would notice it during a oil change service. there was a SERIOUS LACK OF COMMUNICATION when it came to keeping me notified on the status. I had to call for updates and, on many occasions, they didn't call back, I had to call again. Completely UNACCEPTABLE. Anyway, on JULY 9th I was FINALLY happy to have my vehicle back after 6 weeks in a smaller vehicle (THAT I HAD TO PAY TO RENT FROM THEM).
Most recently, last week I receive notification from Jim Norton Toyota alerting of a recall due to a seatbelt issue. I immediately called to schedule the appointment for this morning. I was told over the phone that it was about a 1.5 - 2 hr job. I do not have time to sit around the dealership for a couple of hours so I RENT a 4Runner from them (their loaner cars are Corollas but I can't go from a Land Cruiser and the height of it to a low sitting Corolla, getting in and out of my car all day). At 3:13 PM today I receive a text saying they have not started on my car and it would not be ready until tomorrow. I called them and said it would be fine AS LONG AS I DIDN'T HAVE TO PAY THE ADDITIONAL DAY RENTAL SINCE IT WAS THEIR ISSUE NOT MINE. I was told that the rental was set up as a 24 hr rental meaning as long as I had it back 24 hrs from time of pickup I would be fine. I advised that I had an appt in the morning and it would be impossible to have it there. Nieves (the person I spoke with) said sorry, I could come in today and swap the 4Runner for a Corolla and then pick up my vehicle later in the day tomorrow. This would be a HUGE hassle for me so I said sorry, if they can't waive the $20 rental for the 4Runner 2nd day I was just going to come pick up my Land Cruiser and get the recall fixed at another dealership (for me, the $20 was not the issue, that's nothing. It was THE PRINCIPLE of the matter and their willingness to upset and inconvenience a customer for $20). Nieve's response - "OK." There was no "let me see what I can do" or any other attempt to make sure a customer wasn't upset. THIS IS ATTITUDE IS THE RESULT OF A) BAD HIRING, B) BAD TRAINING, or C) THE CORPORATE CULTURE AT JIM NORTON TOYOTA. None of these options are acceptable in an industry where SERVICE is CRITICAL.
I have been researching the new Land Cruisers and Sequoias as it's time to get a new vehicle but there is NO CHANCE I will purchase even a keychain from Jim Norton Toyota.
After reading many reviews here I see POOR SERVICE SHOULD BE EXPECTED AT JIM NORTON TOYOTA. The avg review score for Jim Norton Toyota is UNDER 2 STARS!! That's PATHETIC and if I were the owner I would start by FIRING the GM and the SERVICE DEPT MGR and DEMAND better training.
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