Jim Norton Toyota Of OKC — Local services in Oklahoma City

UPDATE: A local mechanic fixed the damage to the car for $70. So, all of this was just Jim Norton Toyota creating a lot of bluster for no reason. Full review below.

My experience with Jim Norton Toyota has been nothing short of a nightmare, culminating in a complete brake failure due to their negligence and a subsequent refusal to take responsibility for their actions.

On March 22, I took my Prius to Jim Norton Toyota after noticing a missing brake fluid cap and the brake fluid at the minimum line, likely due to a mistake during routine service. Intermittent dash lights signaled a likely brake problem, and after researching, I found that the brakes needed flushing and calibrating when the brake fluid was topped off. Simple fix! Jim Norton Toyota performed this service, and everything was perfectly fine for about 5-6 weeks.

However, on May 8, I experienced a complete brake failure at 8:16 AM. I had to drive home with the brake pedal to the floor, only to find a large puddle of brake fluid in my driveway. After adding brake fluid, I drove to work and back, and again, noticed another puddle of brake fluid, isolated to the rear driver’s side tire. On May 9, I called Jim Norton Toyota to report the issue, but they couldn’t fit me in until the following week. Desperate, I crawled under the car and traced the leak to the bleeder screw, which was now corroded. A simple ¼ turn of the wrench tightened it, and I topped off the brake fluid. Remarkably, the car had no leaks over 700 miles of driving to Texas and back. However, as we returned, the dash lights and signs of pressure problems with the brake pedal appeared.

On May 15, I took the vehicle back to Jim Norton Toyota as arranged. Two days later, on May 17, I was handed an invoice for $3400 for service and parts. I disputed the charge, arguing that the brake failure was a direct result of their inattentive service. The situation escalated to someone named Justin, who admitted over the phone on May 22 that no one else would have found and loosened the screw. He even acknowledged that they had done this before, but usually, the brake fluid leaks out faster. Despite this, Justin refused to warranty the work, stating he didn’t want to explain this screw-up to 'the people upstairs.' He denied my request to speak to his supervisor and ignored my attempt to create a paper trail for accountability.

I contacted Toyota corporate on May 23 to file a complaint, but they initially coded it with the wrong dealership. When I followed up on May 29, I encountered more indifference and hostility. Craig, another representative, was belligerent, talked over me, refused to let me speak to Justin, and wouldn’t listen to reason. He displayed an appalling level of inconsideration, refusing to accept their mistake and take ownership, even as I tried to negotiate on the cost.

In summary, Jim Norton Toyota's incompetence led to a dangerous brake failure, and their subsequent refusal to take responsibility or provide reasonable customer service has left me appalled and frustrated. I strongly advise against trusting them with your vehicle's safety.

Edit: Predictably the customer service response to my review disputes my claims, without providing any of the evidence of the “facts” that they evoke in their argument. Their phone calls and texts are recorded (for quality and training purposes).

Edit 2: Today I received the following text from Craig:

"We have declined any assistance. We will not be participating with the repairs since discussing threats of attorneys. You are required to bring our loaner back and pickup your vehicle immediately...We will begin charging you $65.00 per day going forward on cost of the rental car you are driving."

Hilariously, the "threat" he references was a simple text way back on May 17 that simply said "In the meantime, I'm going to contact my insurance company and probably a lawyer."

Yet again more evidence that Craig is willing to create his own fantasy world to rationalize his actions. The subtext of Craig's text is clear: they messed up and...

Called and left a message. No return calls. My mom just left the dealership and posted this on social media...So I took the 4 runner to the dealership for an oil change .. originally $75 .. then git the tires rotated originally $25 so = $100. Had a coupon from said dealership from oil change & tire rotation $49 .. .. but wait 😂 they said it needed an alignment $129 so I ask if I could use my other coupon for $20 off .. yep ... HECK YEAH ... SO $49 + $109 = GOOD DEAL 🤝 SO went to spend $49 ended up $158 .. okkkkk .. got to the cashier & there was another $39.99 added + tax .. anyway the $49 ended up $206 ... why is the world like this .. and others things they wanted to fix that they said was not a problem when I bought it but I had pointed it out .. now all of a sudden it is a warranty thing so they can get more $ .. 🤔😵‍💫🤥😡 JIM NORTON TOYOTA NW OKLAHOMA CITY

What an entirely gross dealership . I guess I actually need to submit this to the BBB.

Editing to add! I previously left a review for my purchase and to my horror my mother went here and purchased a 2015 Toyota 4 Runner . She felt she was being cared for and reassured me it was okay. Again, do NOT do business with this dealer!

They were to pay off her trade in and they didn't complete it in a timely manner so they took another payment of $306 from her account. When contacted, the dealership sent a check to her for $280. There is STILL a remaining balance with the car of $295 due to them completing payoff late. This has been ongoing for more than 6 months and is not resolved despite multiple attempts to reach them.

During the test drive, the rear view mirror was dangling. It is written in contract that this would be repaired prior to pick up. It had been attached with double sided tape and fallen again instead of a proper repair. Mom said the short bald man told her to go to auto zone and get a kit for $10. Should my 60 year old mother have to repair this herself when it's contracted?! Nope!

During detail the cargo mat mysteriously disappeared. This was never replaced but was in the vehicle and part of the purchase. Supposedly this was detailed twice but still had dirt caked all over the door jam. They agreed to replace the tires with new tires. After replacement the tire light never turned off.They told her they broke the sensor. Honestly?! If you broke something you fix it. It wasn't broke prior to replacement.

I'd love to trade my Toyota in on a new model but I can not go to this dealer knowing they did me dirty then my mom too. I think I will also report this directly to Toyota this time as they should know their dealer is shady.

I purchased a used vehicle from Jim Norton a month ago. I was presented carfax papers and promised it had never been wrecked but upon signing suddenly there was a wrecked front end when we walked out. It was not like that at purchase so I was told they'd fix it. Apparently the only person that can schedule this is my salesman who will not return my calls. They mailed my title at exactly 30 days which was simply annoying. Final straw fr me is today having a blow out on the highway. The inner wall of the tire is dry rotted! 27 thousand dollars and the lady said ...Did you inspect the car?my reply... " Yes, of course I did but I had no idea I needed to crawl under the car to inspect the tires!"...Still no call back from manager. Leaving this review and calling the better business immediately. Save yourself the headache and go...

This review covers both the vehicle I purchased for myself and the vehicle I helped my daughter and son-in-law in purchasing.

First review on my Grand Highlander - 5 Star experience from the dealership to the salesman, and to the finance person. The experience was easy, enjoyable and all done upfront and honestly. I thought enough about the deal that I recommended Jim Norton Toyota of OKC to my daughter. My salesman was Christian Flores - who I highly recommend to anyone interested in buying a new Toyota.

Second review on my daughter’s Grand Highlander - 3 star experience. The salesman was a 5 star - Christian was very helpful as he was with my purchase and helped clear up the mess made by the finance department. The finance person/department - 1 star - Delstin quoted them $10 a month for the windshield protection when in fact it was 2 1/2 times that amount. He changed the finance rate and company during signing that put them at a higher rate and used the excuse that he was told their deposit would be higher which was never said or discussed by us or our salesperson- no idea where he got this or why this would cause a change in the finance company and rate. Once he was called on this, he drug his feet to correct it and in fact took 4 days to actually get it done and that was with us having to text or call many, many times throughout the week. The new contract that he had them sign had completely different numbers that added up to the same amount but made it look different on what they actually paid for - I believe this was done on purpose for his benefit but that is just me speculating. I would love to talk to a GM with Jim Norton to discuss this with them. In the end, the deal got completed as we had hoped but was way more stressful than it should have been due to the finance department and their lack of attention and urgency to correct their error.

Overall we got two great vehicles at a price we were comfortable with and had a great salesman in Christian who helped walk us through all of this and to come out on the other side as happy car buyers. My experience with JNT OKC was overall great (except for Delstin) and I would highly recommend them to anyone looking to buy a new Toyota . I will definitely use them in the future and recommend them to my family and friends with one caveat - be careful once you get to the finance department- some are great and others...