I took my van in for routine oil change and tire rotation. I had an appointment. It took them over 3 hours to do a simple oil change and tie rotation. There were people who got there after me who left just under an hour after arriving while I was still sitting there waiting.

We purchased our 2nd Highlander and everyone we worked with was great. Our salesman Glenn did a great job on showing us the vehicle we purchased. Bruce Pitts the sales manager went out of his way to help us. We have serviced our vehicle there, and will continue to come back. Great people and great customer service always brings us back.

The dealership neglected to put my oil filter in correctly and caused my new 4Runner to run completely out of oil. They state they nothing is wrong with the vehicle but they refuse to let us trade it in. The GM is nowhere to be found in this and is making us wait 2 weeks before he has time for a meeting with us.

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.

I bought a 2018 Toyota Highlander, paid cash on 5/31/24. It needed what, I thought were, minor repairs. It needed a windshield and some paint and scratches touched up. And that's when the xxxx show started. Salesman said car would be ready the following Wednesday. I had to call and get the update on Wednesday and per the salesman the paint and body people did not show up. So it would be another week before they were back. Then the disaster with the windshield. I was told by the salesman that the wind shield had to be special ordered from Toyota. Because it had to be calibtated. I don't know for sure, but I believe at that time the windshield had not even been ordred. Service Department and Sales Department DO NOT WORK WELL TOGETHER. LEFT HAND DOESN'T KNOW WHAT RIGHT HAND IS DOING. SERVICE DEPARTMENT HAS RUDE CUSTOMER SERVICE REPRESENTATIVES. To make a very long drawn out story short I finally got my car delivered on 6/12/24. And I'll be damned if the salesman didn't tell me he personally took my car to Safelite to get a windshield installed. (Remember I was told it had to be specially ordered from Toyota due to needing to be calibrated).It took them almost 2 weeks to do these minor things. I was not a happy camper and let them know it. So then on 6/27/24 I received a voice mail message from HEATH General SALES Manager-to return his call, he wanted to discuss what had happened with my horrible experience. I called him back on 6/28/24 and left 2 messages for him to return my call. To date no return call. So on 7/1/24 I called James Deaton FIXED OPERATIONS DIRECTOR and left him a message to call me back. To date no return call from him either. So it appears to me that Jim Norton Toyotas UPPER MANAGEMENT does not care and do not return calls. If Jim Norton Toyota can not handle minor repairs I definitely won't be going back for any major repairs. Be AWARE of the lack of professionalism with Jim Norton Toyota. AND NEVER EVER EVER PAY CASH UPFRONT YOU HAVE BEEN WARNED!!!!!

Dropped in to test drive a new Land Cruiser, they had two on the lot. The sales team was reluctant to help us, at best. We were informed that one of the land cruisers was already sold and the other was out on a test drive already. So waiting for the one to make its way back the salesman was aloof about answering any questions and seemed very uninterested in helping us. He felt very judgmental and when we finally just decided to leave he just said OK and went inside. Worst car shopping experience ever and I’ve had some bad ones. Toyota does not care about customers.