AVOID this dealership at all costs. I am writing this review as a cautionary tale to anyone thinking of buying or having service completed at West Edmonton Hyundai. My purchasing experience was great (as you can see if you scroll down to my review from July of 2019) but if you are purchasing from this location, it also means that your complimentary oil changes are to be completed at this location and the service department is absolutely brutal. I was disappointed enough when I brought my 2019 Tucson in for a detailing appointment and there was still dirt all over the driver side floor when I picked it up. I contacted Hyundai’s service department and they essentially ignored me, so I found a new place to have my vehicle detailed.
It is my most recent experience that is particularly concerning. First, I called the service department to let them know that my vehicle was making a clicking noise and the engine light was illuminated. They were not able to schedule an appointment for almost two weeks and the man that I spoke with basically told me it was likely the gas cap so to just give them a call back if the engine light went out when I re-adjusted the gas cap. My vehicle died while I was driving just over a week later. I called AMA and had my vehicle towed to West Edmonton Hyundai. This was on August 10th, 2021. West Edmonton Hyundai does not offer a loaner vehicle service, so I have had to borrow and rent vehicles in the meantime. I have been driving for 14 years and this is the first time I have ever had to deal with a situation such as this. It does not help that I live in Edmonton and I work outside of the city as a Peace Officer where one of the basic requirements of my job is a reliable vehicle to get to and from work.
My vehicle was towed to West Edmonton Hyundai on August 10th, and I received a phone call on August 11th from a technician who stated that my vehicle had not been looked at yet but he “wished he had not started it because it sounded so bad.” He proceeded to say that Hyundai did NOT wish to honor my warranty but that he would fight on my behalf. It should be noted that my warranty is good for about another 50,000 km’s or expires in 2023 (whichever comes first). They had not even run diagnostics on my vehicle but they were already refusing to honour my warranty. This is a 2019 Tucson with just under 50,000 km’s on it.
Fast forward to August 23rd. My boyfriend and I have each called West Edmonton Hyundai multiple times and we have been told repeatedly that “they are busy,” and that “the technician working on your vehicle fell ill.” The professional thing to do would be to contact the customer and inform them of the situation. After nearly two weeks of dealing with vague, non-answers and a complete lack of professionalism, I decided to have AMA tow my vehicle from West Edmonton Hyundai to Leduc Hyundai. I have dealt with Leduc and Crowfoot Hyundai in the past when I owned my Santa Fe and both have always provided excellent service. My boyfriend contacted Nicole at West Edmonton Hyundai and informed her that we were fed up with their lack of service and professionalism and that we were having my vehicle towed to a location that would diagnose and remedy the issue. Two hours later, AMA arrived to tow my vehicle to Leduc but CHRIS from the service department would not allow it. He insisted that I owe some sort of payment before he would release my vehicle even though not a single technician has told me what is wrong with my vehicle. CHRIS is the same individual that is impossible to get ahold of and repeatedly promises to return phone calls but never does. I still have no idea what is wrong with my vehicle. On August 24th I will be beginning a set of 8-16 hour shifts for 6 days out of town and I am still having to rent or borrow a vehicle just to get to work. Multiple complaints will be launched against West Edmonton Hyundai’s service centre from not only myself but also other Hyundai dealerships.
Do yourself a favour and avoid this location at all costs.