I bought a car from Calgary Hyundai in December 2017 and emailed these concerns directly to Thomas, twice, with no follow up at all. So I’m sharing my story here so other people can avoid these hassles and dealership.
We’ve had 2 MAJOR issues, with no follow-up at all from Calgary Hyundai, TWICE. Will never go back here.
We arrived at Calgary Hyundai one very cold and snowy morning, took a Santa Fe for a test drive, and we’re able to make a cash deal on a different used Santa Fe. We left Calgary Hyundai thinking we finally found our Hyundai dealership. After having issues with the Country Hills dealership, we were relieved to have found a better dealer. However, I’m not starting to feel that way anymore.
The used car we purchased had a small dent in the front bumper (looked like someone backed in to the vehicle with a trailer hitch). We asked if that could be fixed as part of the condition of buying the vehicle. We received a phone call from our salesman on Thursday late afternoon (we were picking the car up at 5:30pm) saying it wasn’t ready. The service department painted the wrong colour on the bumper the first time, and the new colour wasn’t dry yet. This should have been our first warning. But alas, our new vehicle was delayed by 1 day.
When we arrived on Friday, we went straight to the finance manager (Rena) to sign the paperwork. Everything went according to plan in there, and we had no issues. Once we finished we made our way back to our salesman, Dan, to receive all the car detail paperwork and go over the vehicle. He asked us to sign the car’s car proof (no problem), however there was a collision claim on the car proof and damage was close to $16,000. This sent our hearts racing! When we had been shown the car proof in Rena’s office a few days prior, there was only 1 claim and it was for hail damage around $8,000. We had talked and decided that was not a big deal, but a $16,000 collision claim is a very different story. Dan took away the car proof, came back and said that’s how they always show hail damage. Knowing very well that that’s not how they show hail damage since we had just seen it, pushed back. Dan wasn’t happy to be going back again on something he already told us the answer to. At this point we were seriously considering resending our offer on the vehicle and losing our deposit if we had to. Once Dan came back, he took a look at our sheets and something else and thankfully realized that the car proof in our package was not for our vehicle we purchased. Now, I understand mistakes happen, and not paying close enough attention to detail these things happen. What I’m more concerned about is that salesman and whoever he was talking to, are trying to pass off collision damage as hail damage. I am still going to pull an independent car proof, since I do not trust the information Calgary Hyundai has provided.
After this was sorted we took a walk around and inside the car. The detailing was great, and the vehicle was nicely cleaned. Dan set up my phone and made sure I knew how to work the basics, no complaint there. When we were just about ready to pull away, I looked at the tires and thought the rims looked a lot nicer than I was expecting and asked if they were the winter tires. Dan checks, and no, they were the all season tires. Hmmm, I specifically asked to have the winter tires put on the car before we picked it up. Since the vehicle was already a day late being ready for us, I certainly expected that to be completed. This is the time we ran in to you sitting at the reception desk. We started to tell you some of the issues we were having, and you were nice enough to make sure they got our vehicle in on Monday to get these tires put on. Dan had mentioned that the tires they wanted to put on our vehicle were back ordered. Okay, so why was this information not told to us ahead of time? If I hadn’t noticed the wrong tires were on the vehicle would we ever have been contacted to get these installed? Thankfully Rena had the sales document that confirmed the winter tires and rims were included in our sale offer. We dropped off the vehicle as directed by you on Monday morning, and was shocked to find the service department had no work order for our vehicle, and no information about a loaner car. We were lucky in that one of the guys we were dealing with did have some memory of a conversation about this and said not to worry, drop it off and we’ll figure it out. There were no sales people around to get those loaner cars so they gave us one of their service vehicles. By 3pm the tires finally arrived, however the service department was behind and couldn’t complete the install. I’m not sure if we got the crappy-ist tires out there now. Couldn't they bump us up to a higher brand of tires or something equivalent they had in stock? Why would you sell a car and have the owners come pick it up without something that was included in the sale and not notify the buyers. Now we’ve been delayed by 2 days.
When I received a phone call from Dan on Saturday asking about the vehicle, I had mentioned 2 other things with the car that we were not aware of before.
The seatbelt on the driver’s side is twisted. Now I know this is something that isn’t that big of a deal, but shouldn’t this honestly be fixed by the dealership? Anyone driving knows that it's a pain when you get in a car and you have to flip around the seatbelts, so why doesn't Calgary Hyundai pay attention to the details and fix this for customers? Surely someone had to drive the car and put the seatbelt on so they would have caught this. Dan was supposed to call the service department to get them to fix this when we brought the car in on Monday. Once again, the service department did not receive this service order. This is getting really frustrating at this point. I’m not sure where the disconnect is and I don’t want to blame the service department since they only do what they are instructed. But now we are delayed AGAIN and will not have our vehicle until tomorrow. This is 3 days delay since Thursday…
The other thing that was noticed was the windshield has a crack. When we were looking at the vehicle in the showroom Guy mentioned that the windshield was replaced. We were thinking great! I got the car home and noticed the crack. When we told Dan this he said they only replace the windshield if it's a big crack, which makes sense. But why would you lie to your consumer and say it was replaced, and it wasn’t. We were led to believe this was a new windshield
We specifically went out of our way to go to Calgary Hyundai to purchase the vehicle since we had terrible service at Country Hills Hyundai, but this experience hasn't been much better. I have owned at least one Hyundai for almost 10 years now, and love the cars, but might be forced to try a Hyundai dealership outside the Calgary region because they are by far the biggest downfall.
All of these scenarios could have been fixed (and should have) before we picked up the car. We love our car, even though we've only had it for 2 days before it had to go back in for service. I really feel like we weren't given the full story and understanding of the vehicle, and am worried at what else might go wrong.
I started to look online at the Calgary Hyundai reviews, and maybe should have looked there before purchasing. It looks like I’m not the only one having issues, At this point I would not recommend Calgary Hyundai to my family and friends, and am considering adding to the comments on the website so other consumers think twice about where they purchase a car. There is a reason we went through a dealership and not a private sale to try and avoid some of these things. Buying a new vehicle should be a enjoyable and exciting time, and all this has been for us is a headache and constant back and forth with the service department and the dealership. 3 times our vehicle has been delayed for 3 different reason which has resulted in an extra 3 days delayed.
THEN, just recently we brought our car in to get the winter tires changed, and to check the brakes as they were squeaking. Again, another hassle and run-around from the ‘service’ department….
I booked a service appointment for 9:00am on Friday morning. 7:30am Devin called me to confirm the service appointment and requirements. Confirmed that the time was 9:00am to get the tires changed and to check the brakes. By 11:30am I haven’t heard anything back. So I called asking for an update. I was told the car hadn’t gone in yet and I would be provided an update soon. I was told they were behind schedule, which I pointed out was over 2.5 hours behind schedule? Devin informed me that they don’t go by service time for when vehicles go in the shop. It’s done by priority basis and when the promised delivery time is. Then why book appointments…? This is not how it should be done. Either way, Devin told me my promise time was 2pm. I waited until 3:00pm to call back as I STILL have not received an update from them. No one answered the call so I left a message. I called back again at 3:30pm, reception answered and I was transferred to Devin who didn’t pick up so I left a message. At this point, it’s over an hour and a half past my ‘promised’ time and I had to cancel plans for the evening since I didn’t have my car. Devin finally called back at 4pm saying the car was in the service bay, and wanted to arrange a shuttle. It was too late for me to pick it up as I was expecting it to be done around noon, so I asked if the shuttle could come first thing Saturday morning to pick me up. Since the car was in the bay now, it should be done by end of day Friday so Saturday AM should be fine, right? WRONG!
Saturday morning comes, NO updates from service. Finally I called at 11:30am asking for an update as I expected a call first thing when the shop opened at 9:00am. I was told my car was ‘still in for service’ and would be called back in 30min to provide and update. 40min later, I called back, no one had contacted me and my car has been in ‘service’ for over a day! I was told by the receptionist Michelle, that Jackie was looking in to it and getting the paperwork and would call me back within the hour, and also that my car was FINALLY in the shop to get the brakes checked out. So what the heck has my car been in the shop for all along?!? OVER an hour and a half goes by, and once again I have heard nothing from Calgary Hyundai, so I decided to go sit at the service department until my car is ready. I arrive, and there is my car, sitting outside finished and NO ONE CALLED ME to say it was done!!
This is ridiculous, over 2 days without a car for them to switch my tires and check the brakes.
Now! I get there to get my car, and my keyless entry doesn’t work. It’s worked all along with no issues, ever. The techs come out and blame it on my remote starter; however it’s always worked before bringing it in to them. All I wanted was to get my car out of there, but now I have to have these techs fix what they broke! They said they can’t look at it today, and will need to keep the car. I said at this point in time, we need a loaner vehicle since we can’t go another day without a car. Jackie said they don’t have any, but can set us up with a rental car but Hyundai won’t pay for it. This set me off and I asked to speak to a manager. Jackie goes back in to the service department, never to be seen again. We wait around by our car for a bit, and decide to go inside in to the sales department to see if anyone in there can help us escalate.
I go to the front reception desk and ask if Thomas still works here. Since he never responded to my emails in January, I was wondering if he had moved. Nope, he still works here, just didn’t respond. Fuji the sales manager starts to work with us and says he can’t override something in the service department (fair enough, we didn’t think going in to sales could, we just needed someone to escalate), but he had a meeting with Thomas on Monday, and would call me back right after that, Tuesday at the latest. Well it’s Wednesday, and to my ‘shock’ I have not heard from anyone again.
Whatever you do, DO NOT buy from Calgary Hyundai or use their service department. I will start looking at Hyundai’s outside of Calgary, since I haven’t found a reliable one yet.