I bought 2 vehicles at Bank Street and will NEVER be returning. When i bought my first car there, I opted for the maintenance package which included 5 year oil changes. Shortly after my purchase, I relocated for work to Toronto. To my surprise the local dealership would not honor the package as this was "dealer specific" and privately owned. They urged me to contact Bank Street to come to a resolution. When I contacted the sales rep whom had assisted with my sale and explained the situation, he blankly told me there was nothing to be done. I asked if I could be refunded, or maybe get an accessory thrown in for the hassle...which was not agreed upon. The only suggestion the sales rep offered me, was to book in other customers come in for oil changes under my name (to make use of the package) and he would in turn "email transfer me the money" from the clients (!!!??). Months passed, and I never received anything or a follow-up.
Last year, I started to have issues with my electrical system in the vehicle that would sporadically turn off my engine and lose all controls while driving. Again, as I brought this issue up to my local dealership in Toronto- they informed me that they would not be able to honor the vehicle warranty as the remote car starter that was installed on the engine was after market. I explained that this was part of my sales agreement- Bank Street Hyundai had thrown in and INSTALLED a car starter as part of the sale. They of course wouldn’t touch the car unless Bank Street did the work themselves. I caused such a fuss about this all- that the local dealership ended up just removing the car starter and calling it even. Turns out, the issues were caused by an improper installation of the car starter by Bank Street.
Last month, as I was back in Ottawa for work- I scheduled my car in for an oil change. As there was still no resolution to my “maintenance package” fiasco- I still was entitled to my “free” oil changes. During the appointment, we were offered a quote on the value of the vehicle for trade in. My fiancé and I decided why not- maybe give Bank Street an opportunity to do right by everything and give us a good deal on a new vehicle. We explained everything- and we were answered by shock and apologies. With much back and forth, we ended up with a good deal on a new vehicle and we were quite content with it. As we were in Ottawa for a limited time, they even rushed the vehicle pick up for us and had everything ready on time.
We arrived to pick up our vehicle a couple days later, and after finalizing the paper work we were asked for the keys to the old vehicle. We gave them one, as we only had one (this was never asked at any time during the process) and when asked if we had the other set of tires- we replied that we did not (who drives to Ottawa for business with their spare summer tires in the back just in case?). They never asked us about this beforehand, and to be quite honest it’s not something we really thought about. We thought they would assume we didn’t have them with us since we had explained our situation to them. All of the sudden, the General Manager, the used Car sales Manager and the Sales Manager along with the sales rep magically appeared from their offices at once (I know, I was shocked too) and basically cornered us demanding that we either put a deposit down until they are returned or we could not leave with our vehicle. This caused quite a scene in the dealership as you can imagine, and after getting upset and explaining to them that this was not OUR fault, they blatantly threw their own employee under the bus by saying “that’s on you, man you should have checked first”. They insisted that they could not process the sale without both sets of tires and rims. We had no choice but to give in. In retrospect, we probably should have walked out that day.
We told them we would be back in Ottawa within the next month and could drop them off. We also offered to ship them, if they covered the cost of shipped at which they replied they would not cover the costs. They would not take our word that we would return the tires so demanded a 1500$ credit card charge until they were returned. We unhappily agreed, and left with the vehicle.
On February 1st (1.5 weeks after the sale), we had the tires delivered to the dealership. We asked for our 1500$ PLUS interest accrued in form of a cheque mailed to our home. I forgot to mention, whilst we did provide our credit card for the deposit, we did have Bank Street- at our request – draft a letter stating the amount owing including interest incurred was to be paid out upon delivery. Bank Street confirmed that the cheque would be sent and received within 10 business days of the delivery of the tires/rims. The Used Car Sales Manager signed and provided a copy of the “Cheque Requisition” form that stated the tires and rims were delivered.
Over a MONTH after the purchase, and after delivering the tires and still no sign of any cheque from Bank Street. After numerous calls to the office, and after speaking with the car Sales Manager- we were informed that they had “mailed” the cheque on February 5th. They offered to re-issue a new cheque and have it “re-approved” for mailing but I decided against this. I asked them to re-calculate the interest which is now 34 days overdue- and that I will be having someone pick up the cheque on my behalf. When they finally called me back to confirm the cheque was ready- they stated that the cheque is made out to be 1512$ (the original 12$ of interest) and that they would pay the rest in cash since the cheque was already drafted....When I spoke to the manager, they had confirmed the amount of 1527$ but they drafted a cheque for the original amount... once I received the cheque, to my surprise, bank street had NOT paid in full what they owed and of course, the date of the cheque was the date of the delivery (tires). Unlike what the manager had said, they clearly DID NOT reissue a cheque, they just simply had NEVER MAILED it in the first place- and gave us the run around for over a month!
After all of this, I would just like to express my displeasure (if it isn’t clear enough already) with how Bank Street Hyundai and their staff conduct their business. There is no care and no regard towards their customers and it is quite obvious they are just in it for their commisions. We gave them a chance to do right by us due to the circumstances that occurred the first time around, but this is just outrageous! They may be one of the biggest dealers in Ottawa, but I would never recommend anyone to buy from here. WAY too many bad experiences with this place to give anything MORE than a 1 star (and I still cringe at the 1 star). Don’t be fooled by the great reviews on here! I wouldn’t be surprised if they had FALSE reviews to attract customers. The dealership prides themselves on their “outstanding google reviews” by asking you to provide one after your purchase… well here it is! Bunch of distrustful, unprofessional bunch if I’d ever seen one. If only you took the time to actually provide DECENT service.