brian largent

Review of Jim Norton Toyota

I originally went to Jim Norton to look at a used ...

I originally went to Jim Norton to look at a used Toyota Tundra, but it was very rough so decided against it. The used car guy mentioned some new Tundras they had around my price point and brought one out. They were able to match the price point I was looking at so I bought a new 2018 Toyota Tundra Crew Max TRD Offroad at the end of December 2019. The salesman was not knowledgeable about the truck and made several erroneous claims from gas mileage to features "This truck has lane detection and correction". None of this bothered me as I have owned many Toyota products in the past including a Tundra and know (for the most part) what the truck can do. Part of my problem was likely caused by continuing to look at a new truck with the used car salesman.

None of the above really bothered me as I said. The problem that bothered me is the lack of a second key. Sounds trivial right? That's what I thought also. They wrote on my paperwork that the key was missing and they would have one made and get it to me ASAP. It is now April 5th and still no key. Numerous calls, emails, voicemails, and still no key. Yesterday I received an email from Jim Norton that said in the subject line "Hope I did a good job" and the body of the email was asking me to send referrals. Keep in mind that I can't get a response from Jim Norton except these automated/canned sales emails.

How did I finally get my key? Well I haven't yet, but should on Monday. Turns out if you call Jim Norton and tell them you are going to begin writing negative reviews until you have your missing truck key they actually start listening. I hope this post helps someone else avoid or shorten their frustrations when dealing with Jim Norton. Regrettably, I used to have a very high opinion of this dealership, but not anymore.

EDIT: Today is Monday 4/8/2019 and I arrived 10 minutes before my scheduled time to have my oil changed and key made and was told in service that they did not have a record of needing a key made and that it might take longer to get that taken care of. I allotted an hour for this service per Jim Norton personnel's recommendation. I was assured my key would be made while I am here when I spoke to the sales manager. Here I sit wondering if attention to detail is a lost art at Jim Norton...

I was also informed that my truck has many recalls, which was nice to learn about, but a better way to inform the customer about recalls is to contact them prior to being on-site. Had I known there were recalls I would gladly have allotted more time to get them taken care of. This is not so much a complaint on my part as advice for workflow improvement which will also assist with customer satisfaction.