Hyatt INFINITI

We wanted to buy a vehicle that was at this dealership, so we made an appointment and went in. We test drove it and liked it, so we sat down to negotiate. We ended up walking out without making a purcha so we made an appointment and went in. We test drove it and liked it, so we sat down to negotiate. We ended up walking out without making a purchase and going to another dealership to buy a similar vehicle. Here is why. The salesperson with whom we were dealing was pleasant enough, but we did not appreciate the slimy strategies that were used on us. Several managers were brought in to speak with us, one after the other. My father, who was in the car business for 50 years, told me this is a strategy. I forget what he called it, but they do this in hopes that one of them will say something that convinces the customer to pay more. It’s sort of a good cop/bad cop game, multiplied. What we did not appreciate about this was that we ended up being exposed to a number of people in a small cubicle—during a global pandemic! Everyone wore masks, although some of the masks were loose and falling down from their noses, but we have a couple of risk factors and did not appreciate this unnecessary exposure to so many people. One of the strategies that was used was to tell us that perhaps we were not the sort of people who were meant to drive a vehicle like that. I guess the implication here was that maybe we aren’t wealthy enough. I thought this was rude, but we ignored it, and brought forth logical reasons and evidence for why we felt the price we were offering was fair, including mentioning a similar vehicle at another dealership and comparing that asking price. The salesperson and manager kept telling us that they couldn’t afford to go any lower than their asking price, and we believed them, so we were ready to leave. However, then yet another manager was brought in. This happened a couple of times when we were going to leave. We increased our offer a little, and after checking with a manager, the salesperson returned and pointed out to us that this vehicle came with an extra set of tires and rims. Fair enough, we thought, so we increased our offer again, settling on a price that was more than halfway between our original offer and their original asking price,The manager (Manager #3, I think.) asked us to clarify if our offer included tax, and I said no—not including GST. We waited again while the offer was printed out and brought to us. We were about to sign when we were surprised to notice that a $600 “documentation” fee had been added to our offer. There had never been any mention of this dollar amount at any point in our negotiations. I know, from my father, that this documentation fee is a way to pad the commission. (My dad says it is to pay for “air.”) So, we questioned it and said that we hadn’t agreed to that and didn’t want to pay it. The manager then made a ridiculous accusation, saying that we didn’t want their office staff to get paid. We had had enough at this point and said that we were going to leave. We even took responsibility, saying that we had misunderstood what was meant in the agreed upon price, but that we weren’t willing to pay that fee that had never been mentioned, and we were going to leave. At that point, a 4th? (I think) person/manager who had come in said that the dealership selling the other vehicle we had mentioned would charge us a $1450 documentation fee. (Note: This turned out to be a complete lie, as we did end up buying from the other dealership, and while they did pull the documentation fee nonsense, the amount was lower than the $600 Hyatt Infiniti was trying to charge us.) They lost our business, now and in the future. We have purchased numerous vehicles throughout the years and have never had such a frustrating, time-wasting, disrespectful experience. Unless you like being subjected to pressure from numerous “managers”, veiled insults about your economic status, lies, and other ridiculous games, give this place a miss. And please be informed about what is and isn’t allowed when it comes to so-called “documentation fees.” “All fees should be disclosed during the negotiation process and not after the purchase price has been established.” [Note: This was most definitely NOT the case here.] “The advertised price of a vehicle must include all fees. The only exceptions are the GST and costs and charges associated with financing.” Source: https://www.amvic.org/business/licence-responsibilities-information/extra-fees/ More

Excellent service. Very transparent. Every member of the team took great care to make sure I get exactly what I wanted at the payment i can comfortably afford! I love my new car. It even came with more feat team took great care to make sure I get exactly what I wanted at the payment i can comfortably afford! I love my new car. It even came with more features then anticipated. More

Commitments and offers made not followed up on - first service - 10% credit note not applied, promo gear offered never supplied. - When they tell you they put something in your file - ask them to show you service - 10% credit note not applied, promo gear offered never supplied. - When they tell you they put something in your file - ask them to show you... More

It was a very good experience overall. Friendly staff and very knowledgeable. We worked with Gary, Tim, Angela, and Ray. All very helpful, friendly, and knowledgeable. We really appreciated Ray walking us th very knowledgeable. We worked with Gary, Tim, Angela, and Ray. All very helpful, friendly, and knowledgeable. We really appreciated Ray walking us through all the features when we picked up our new vehicle, very helpful. More

Pretty much a perfect customer experience this time. I have been bringing my car to Hyatt since I bought it from them in 2014. This time they got everything right. They clarified the work to be done prior have been bringing my car to Hyatt since I bought it from them in 2014. This time they got everything right. They clarified the work to be done prior to me dropping of the car. They provided an estimate that was accurate. The service writer kept me updated with the results from the diagnostics performed and when it was time to pick it up. The car was immaculate when I picked it up. It was done sooner than expected. I’m impressed and happy this time. I would highly recommend Hyatt Infiniti. The service writers care. The service manager really cares. They have improved significantly over the years. This is what I expect service to be like for a luxury car brand. Well done. More

Sales representative Vitaliy Tretyakov was professional, friendly, and very knowledgeable. Although I chose to purchase a different vehicle, I would have felt very comfortable working with Vitaly. friendly, and very knowledgeable. Although I chose to purchase a different vehicle, I would have felt very comfortable working with Vitaly. More

The service is always very good at this dealership. The technicians and service advisors are very knowledgeable. Service advisors are very good at prioritizing the most important service requirements. technicians and service advisors are very knowledgeable. Service advisors are very good at prioritizing the most important service requirements. More

never disappointed with the service and easy to relax in lounge while awaiting vehicle to be finished. My car is 13 yrs old but wit proper maintenance still runs like new. lounge while awaiting vehicle to be finished. My car is 13 yrs old but wit proper maintenance still runs like new. More

As always the service provided by the dealership was top As always the service provided by the dealership was top notch. As I live approx 2 hours out of Calgary, the service manager, Davin, and his staff a As always the service provided by the dealership was top notch. As I live approx 2 hours out of Calgary, the service manager, Davin, and his staff are very accommodating with getting my vehicle back to me in good time. More

Excellent service (as always). The best in town. I trust the service advisors in the type/frequency of the maintenance services. I feel a genuine drive to do only what is required the service advisors in the type/frequency of the maintenance services. I feel a genuine drive to do only what is required More