I will preface this review by saying that I have tried repeatedly to speak to the General Manager about the following issue in the past few weeks. I called the dealership on 6 different occasions, and allowed several days to pass between calls to allow an opportunity for my calls to be returned. AT NO TIME, has anyone from Norden VW reached out to me to resolve this matter. On my initial three phone calls, instead of being put through to the GM I was directed to speak to Zach in the Service Department (who obviously had nothing to do with the situation), to Ella in financing (and credit where it is due, she was absolutely sympathetic and professional in our conversation but also had nothing to do with the situation), and to the Salesperson who sold me my vehicle, Andrew Hamilton, who denied any knowledge and did his utmost to pass the buck and did absolutely nothing to help.
On my 6th and last call to Norden, I will admit I finally lost my composure and was very frank and regrettably angry with the young lady at reception I spoke with. I apologized to her during our conversation for being angry, but I was terribly frustrated at this point. I would like to publicly tender my apology to her again now, as she was only doing her job to the best of her ability. She should not be put in a position of having to deal with irate customers, just because the management is too gutless to speak to them.
The following is a brief synopsis of the situation. In September of 2016, I purchased a Tiguan from this dealership. It was represented on their website as new, and my sales and finance contract also clearly describe it as being new. When delivered, it showed 128 km on the odometer, even though the sales and finance contract both stated 15 km. When I asked about this, it was accounted for as having been moved between the dealership and a storage lot. I didn't sweat it, it seemed minor.
My wife and I have been very happy with this vehicle, but a couple of small issues presented themselves in recent months: The block heater failed and the ignition switch was acting up. I took this to my local dealership in Grande Prairie to be repaired, and when the service manager there put the paperwork through for warranty (which should be in effect until September of this year), he informed me that the warranty was expired according to VW Canada and that I should contact Norden to get this corrected (I showed him my sales contract with purchase date). On my first call to Norden to try and find out what the issue was, I was told my vehicle had been registered with VW Canada as a DEMO and put 'in-service' as of November 2015, and as such was no longer under warranty.
So, a Demo vehicle was sold to me represented as new, and I paid a new vehicle price. The salt in the wound? I got shorted about ten months worth of warranty.
I finally ended up contacting VW Canada, Customer Care about this issue, and sent them copies of my sales contract to corroborate. I spoke to them on 3 different occasions, the last time a few days ago, and they advised me that the GM of Sales, Dylan Freihle, would be contacting me to 'resolve' this issue by the end of this week, or today. I indicated that I had little faith in that happening, but elected to wait till the end of the week to hear from him. And, the dealership management now has a perfect record of ignoring not only myself, but VW Canada, because yet again nobody has contacted me at any point from the dealership. I can only assume that it is because they simply don't care to even speak to a customer who isn't happy about being cheated.
The repairs on my Tiguan have been completed at a substantial cost, and paid for by myself, on a 'new' car that is under warranty only according to my fraudulent sales contract. I have now sent a communication to VW Canada to let them know the status of this. I have also retained the services of a lawyer today, because of the principle of the matter, and because I can afford to. I can only suggest that if you are considering buying from Norden, don't.
Update: I was finally contacted by a Norden Sales Manager today, after leaving Google review and having had to go through VW Canada to get any response. They agreed to reimburse my out of pocket expense on the repairs, and extend VW Factory Warranty for a year. Basically giving me what I paid for and spent weeks trying to get resolved. The gentleman I spoke with with respectful and understanding, but this does not resolve the basic matter of committing fraud. I am still considering my legal options.