First, I will say that my review is 100% based on my customer experience at this dealership and not about the quality of the vehicle. I actually love my car. This is to caution anyone thinking of buying from this particular dealership and dealing with Hitesh Moudgil. I will not comment about the service department except to say that Matt S is great - communicates promptly and is professional. Here is my story: I wish I were making this up because it is so ridiculous - we just wanted to buy a new vehicle.
My lease expired on October 1, 2020. I started calling the sales agent Hitesh in August about purchasing a 2020 model. Literally have barely spoken to him over my 42 month lease, I guess follow up with customers is not part of the customer service mandate here. We made an appointment, came in, test drove and agreed to purchase a 2020 model and sent in our specs. After NUMEROUS emails, calls, and unanswered emails, we were told that we missed the 2020 production run which wasn’t exactly true.
I called the Edmonton dealership and spoke to a sales person about moving our business there as we were unhappy with the customer service at the Calgary location. Within a few hours, the Edmonton store had a manager contact me and told me the Calgary location was under new management due to this very issue. Being a reasonable person, I gave them the opportunity to prove me different.
I spoke with Maurice (the new manager) on the phone about our entire experience - noting all the issues with the 2020 and previous service issues. Seemed like a nice enough guy, trying to change the reputation of the dealership.. He convinced me that they were going to do better. That he was there to change the culture - trying to improve the customer experience. That has proven to be completely false.
I'm told we will be 1st down the production line for the 2021 model. My lease is extended for 3 months. Vehicle is set to arrive in March. Lease extended for a 2nd time in January. Email Jan 27, 2021: “Your vehicle is flagged to be one of the first ones coming in but there have been some delays in the redesign production. We are estimating the vehicle to be here in May”. I asked a question regarding this timeline and got no response until Feb 1 only after having to text his manager Maurice, then Hitesh bothers to answer me. Maurice apologizes for the lack of communication. Email March 3, 2021: I have to ask for an update……...Great news, the timeline has shortened from earlier. Please see attached. We are anticipating the Jag to be here End of March or First week of April. That’s the last update I ever get.
If all of that isn’t bad enough, the lease extension is applied incorrectly. Canadian Dealer Lease Services (Hong) acknowledges THEIR error in writing but proceeds to report it to the credit bureau. I have an email dated Feb 19 from CDLSI saying the incorrect reporting has been corrected with the credit bureau, I’m told I need to wait for the update. March 15 - credit reported updated, incorrectly AGAIN. File formal dispute with the credit bureau with letter from CDLSI. Email to CDSLI, Hitesh and Maurice - not a single word from either about the situation. Still no update as of today - March 31 - have emailed Hong and asked a different manager Jiri to follow up.
Our expectations are pretty basic, honesty, clear communication, periodic updates and decent level of customer service. Ultimately, it is how a company handles their mistakes that shows their caliber and shows customers their business is valued. Everyone makes mistakes, but being accountable and making it right makes ALL the difference.
March 29, 2021: went into the dealership to buy out my existing vehicle. Hitesh is hiding out in a back office, laughing and joking around with the managers. Clearly, 0 accountability or repercussion for losing a customer which could have been 100% prevented. When we are leaving, we see several 2021’s in the lot and the finance dept told us they have had 3 truck loads of vehicles (including the version of my vehicle) come in for March Madness. Perfect ending to the LONG string of dishonesty. Do yourself a favor and go elsewhere.