Norden Volkswagen

Bad Customer Service and Timing Belt Scam My experience: I had my City Golf in for repairs on Monday Dec.22 and picked it up Tuesday Dec.23. This was my first visit to Norden as I used to liv My experience: I had my City Golf in for repairs on Monday Dec.22 and picked it up Tuesday Dec.23. This was my first visit to Norden as I used to live in Calgary and I have to say what a disappointment when I picked my car up. After being ignored by the service desk for 15 minutes while employees chatted with each other, I paid my $1000 repair bill with attached $3700 estimate for future repair work. I then was told to go find my car somewhere out in the massive parking lot. I walked around said parking area for another 15 min looking for my 'tornado red' Golf, shouldn't be hard to find right? Turns out I passed it twice because it was a muddy mess!! Not only that, my drivers side window...you could barely see through!! Must've been quite the test drive as I know the vehicle was not that dirty when I brought it in!! Their service department couldn't be bothered to even wash my vehicle after a $1000 repair? I will definitely be thinking twice about returning to your business for those 'future' costly repairs I was quoted!! I would’ve come back into the dealership then to complain but I was so upset that I really didn’t want to make a scene, not only that didn’t have another hour to spare dealing with Norden as they’ve already had my vehicle two days. I instead took my muddy car over to Bubbles and spent another 30$ for a car wash. When I had a chance that evening I wrote the service manager Scott Ewanchuk and got a reply he’s on holidays, I then wrote his shop foreman Erik and received no response, so I filled out a response to the survey VW sent. Originally, I had booked a maintenance package online in early December but then the car started having issues. I finally got a response from my service advisor Dina Mosele, what a joke as well, it was filled with 'how can I make it better?' and then nothing!! She didn't even respond to my email. Not only that, the second I walked in she was insisting I get a timing belt repair and had them do a quote for it. When she called with my repair list she said I needed one again but I've just had it replaced 10,000km ago, why was she insisting I get another one??? Because it's another 1000$ repair, easy money for Norden!!! As for my first visit to Norden, it has left a bad impression, I’m considering going out of my way to the southside Volkswagen for future repairs if it means a better experience. More

CAR HAS BEEN IN THE SHOP FOR A MONTH, STILL WAITING. I lost my only set of keys, so I got my car towed to the dealership so they could program my keys. It was suppose to be done that week, at the beginn I lost my only set of keys, so I got my car towed to the dealership so they could program my keys. It was suppose to be done that week, at the beginning of December. A week later, she said that the keys were not programming because of a "system issue". Another week had passed and I was told they had ordered the wrong keys, then only HALF a key. Last week, I was told they needed to replace the entire ignition because the keys were not programming. They had already charged me for the keys, even though the work hasn't been done. I also have to pay over $800 to get the ignition replaced. So I am paying $1200.00 to be able to drive my car. My service advisor has not been returning my calls and I actually had to go in to talk to her to express my concern. I asked her when my car would be ready and she said she "didn't know". She did not seem to be very professional when I was speaking to her and came off as rude. I'm hoping it is done soon, as I do not live near my work and it has been a hassle. I will never be going to this dealership again after this. I still don't have my car and it's been a month, would not recommend coming here.! More

Worst experience at Norden Would not recommend this dealership to anyone. The experience literally had our stomach in knots. Buying a car is supposed to be fun and exciting let Would not recommend this dealership to anyone. The experience literally had our stomach in knots. Buying a car is supposed to be fun and exciting let me tell you it was not. We were basically ready to sign the deal when Andrew ( who from the beginning I had a bad feeling about) was trying to trick us into signing at a bank rate of 7.25 when we were obviously buying brand at a rate of 0.99. Advice to people buying from here? READ what you sign CAREFULLY. Salesman was extremely pushy, intimidating, did not answer our questions and talked way too fast. BE careful. We bought from south side volkswagon and did not feel any pressure at all. More

Horrible Dealership I've had a past complete terrible experience at Norden Autohaus and now it seems to be coming right back again. With my 2010 VW Toaureg Execline VR6 I've had a past complete terrible experience at Norden Autohaus and now it seems to be coming right back again. With my 2010 VW Toaureg Execline VR6 I had tremendous problems with it (Small Things but extremely often) The panoramic sunroof frame had warped twice, the amplifier surged and was causing my speakers to blow, wood paneling kept popping off, engine misfired, windshield wipers failed in a rain storm. The sales manager told me they were just "small problems" and "not to worry about it" (The sunroof replacement is over $5000.00 a time). Also this was a manager car so it was used, the carfax had no reports of damage but I was questionable after all the problems I was having, so I found out that VW Canada is centered in Ontario I called around asking all the dealerships in Ontario to find the history of this vehicle. I found out that it was purchased out of Ajax, Ontario and it had been damaged before, but the damage was paid for out of a Volkswagon Canada purchase order so it never showed up on CarFax, when i confronted the dealership about this they told me that they couldn't get the history of car, which is total lies as I had no problem and I don't work for Volkswagon. I called VW Canada and they gave me the lame excuse that I drove it over 15,000km a year so they couldn't help me..... So finally I went to the dealership and they gave me a decent price for it and got a new one after I had threatened to trade it for a Lexus RX350 or legal action against the false information they provided me with when I purchased the original touareg (Wish I would have). Also they kept hounding to provide a good review of them over and over which is greasy you shouldn't have to enforce that you did a good job, people should have that opinion regardless. After all this happened I would expect to have better service.... Been waiting for the service department to call me back for 4 hours, got through once but they just hung up on me. I really hate this dealership, they grease you into buying the car then give you lack luster and terrible service after you have it. By the sounds of it Southgate VW is even worse. I wish this city had a VW dealership worth spending your money at, it makes the entire brand look like garbage. I guess typical volume dealership.... I would NEVER buy from GoAuto again regardless if Iike the brand or not. More

The service department is terrible at Norden! My golf randomly smells like burnt plastic and the fan won't turn off since the service department has had it. I've called 5 times and no one there bothered randomly smells like burnt plastic and the fan won't turn off since the service department has had it. I've called 5 times and no one there bothered to answer the phone. On one occasion the receptionist told me she was going to personally deliver the message for them to call me back...which they never did. Finally I got through and rather than hearing me out, the lady cut me off to say "so you want to book an appointment or what?" And then when I said "I wanted to talk to someone who wouldn't rudely cut me off" she promptly hung up the phone. When I initially went to Norden to look for a car. A stranger warned me that he was selling his VW because of this service department. At the time I thought he was being dramatic. Now I wish I would have gone elsewhere! More

Great experience through out the entire process . Great price on a great car . I would recommend the sales team to anyone . If i have any problems with my CC i will rate the Service Dept at a later date . price on a great car . I would recommend the sales team to anyone . If i have any problems with my CC i will rate the Service Dept at a later date . More

Once you buy your vehicle from Norden Volkswagen, the staff in the service department is poor. The booking agents are unfriendly and the service supervisors are dismissive and lack any professional cour staff in the service department is poor. The booking agents are unfriendly and the service supervisors are dismissive and lack any professional courtesy. The idea of scheduling appointments for service means nothing to them....your time means nothing----just how much you are willing to spend on servicing your vehicle. The first time I went for a service--they took my money quickly, and never showed me where they parked my car---took me forever to find it in the parking lot, and they never reset my computer for next service, so it always flashed Service....I had to phone and ask as I thought there was something wrong with the car, after which I had driven 2 hrs round trip for this elite service. The second time I gave them my vehicle for 5 hours, and came to pick it up, but was not even looked at yet. They tried to lay blame on myself for not scheduling a pick up time----At which I told them that I drove 1hr into Edmonton to have my car serviced, and that I did explain to the booking agent and the service advisor that I was out of town and would need my vehicle as soon as I could. I asked them to return my car and to forget about the service as I did not want to wait another 2 hrs for service, but suddenly my car was unavailable, I think they just wanted to make sure they got my $300.00 before I left. They could have easily given me my car back. Makes you wonder when they rush the service---how much service did you really get---what did they forget. The service advisor also, seemed chauvinist, as it seemed to matter to him that I was picking up my husbands car----as he must have paid for it?? What business is this of his----We both work equally hard for our money. One lady working in service felt some compassion and was embarrassed by her fellow worker and tried to help. She offered me an extra 15% discount off my service on top of my 10% Go Auto discount card. After waiting 2 hours, I went to pay my bill, only to see the discount offered was not applied. Rather the service advisor just added 5% to my already 10%-----I questioned this and she went to the service advisor/supervisor that I have dealt with already, and his answer was that I just don't know how to read the billing correctly. I explained to her that if they are indeed offering 15% discount on top of my already 10 % Go Card---wouldn't that make 25% discount----? I felt that it was another slap in the face---As if I am too stupid to figure the math.... I keep getting the feeling I am getting shafted. She quickly realized the numbers didn't make sense and revised the billing. Again she had to apologize for the service advisor. Also, in the extra 2 hours I spent waiting there I did notice I was not the only unhappy customer.....I am not alone. I gave them a poor rating because they are not happy to help you, they do not justify nor do they explain the service they are providing. On top of it they are quick to lay blame on the customer. They are happy to sell you a vehicle, but forget the service....there is none. Be sure to ask a lot of questions about service before you buy your next VW from Norden as I didn't and I will now have to look elsewhere. More

I purchased a Jetta from Norden a couple of months ago. The experience has been so frustrating that I decided to share it with people considering a purchase of a VW. I dropped by one day just to take a lo The experience has been so frustrating that I decided to share it with people considering a purchase of a VW. I dropped by one day just to take a look at the Jetta. I was interested in manual transmission and my top color choice was black. The sales person told me that there is only 1 manual Highline in Canada but it was in platinum grey. They convinced me to put a deposit on the car to bring it to their dealership. They told me if I wanted a black one it would take 4 months to order from the factory. I confirmed multiple time that they have checked the inventory of all dealerships in Canada or even if there was one being build in the factory that would come in the next month or so. I was told that there was none and if there was one anywhere in Canada they would pay for shipping to bring it in. I paid the deposit as platinum grey was my third choice (Metalic Blue being my second) and I couldn't wait 4 months. After about a week I was told by a friend who recently purchased a Jetta that this seemed odd. I decided to stop by the other VW dealer in Edmonton. I asked them to check the inventory for a highline manual and they told me that there was a black one and a blue one in BC and that there was another black one coming from the factory that they would be able to get to me in 6 weeks. I called Norden and at first the sales person said that it wasn't possible as they checked the inventory for everywhere. After talking to the manager they told me that they don't check the inventory in BC because the shipping is expensive and that the cars might have holes in the front bumper for license plate (I was not told any of that). They also said that they don't see the other one coming from factory and they could only get it to me in 4 months. They told me that I would have to pay extra $650 if I wanted them to bring that one. The interesting point was that during negotiation they told me that they were paying that much to bring the other car for me. So I told them that they have already got that price from me but they denied it and said that it only cost them ~$150 to get the other one and the shipping cost from BC is ~$800 (hence extra $650). They also told me that there is a lot of gravel on the road and if the car arrives with a chipped windshield they would not be responsible. I was frustrated with their dishonesty but decided to keep the platinum grey as I didn't want to get a scratched up car and pay that much for shipping of a different color and I couldn't go to the other dealership because they had my deposit. At this point I was certain that I would never come back/recommend this dealership to anyone but I wish that was the end.. I ordered 3M rock guard with my car. When I picked up my car there were multiple bubbles in it. They told me that if it doesn't resolve in a couple of weeks bring it back and they will replace it. After a couple of days I was looking at my hood and noticed some lines at the edge of the 3M film. At first I thought may be it was the glue from the sticky side of the film but then I realized they were scratches. There were scratches along the entire length of the hood along the edge of the 3M film. I took it to the dealership and realized it was from the squeegee they use to apply the 3M. I was so angry and couldn't believe the carelessness. This is a brand new car and they have scratched it before I even got it. They agreed to polish it and to their credit they did a good job of it but a bitter memory nonetheless. I also told them that the bubbles are still there. At first they were gonna suck the air out them with a needle but I told that them I was guaranteed that it would be replaced if it was not resolved. I convinced them to replace it but then while talking to the service person I found out that they use DuraShield as opposed to 3M because that would cost twice as much. I was furious as I bought and paid for 3M rockguard. The interesting thing is that they also charge at least twice as any of the other detail shops I know in the city who use genuine 3M. I obviously didn't pay them that price and bargained. Once again I couldn't believe the dishonesty of this dealership. The service person even told me that they have told the sales department and finance department (who actually sell it to you) many of times that the material they used wasn't 3M. They agreed to replaced it with 3M film. They had to send it somewhere else as they don't even do 3M. So don't ever get 3M from them if that's what you want. I thought that was it... I finally took it to them to replace the 3M. I was impressed with the 3M rock guard afterward. It looked great. No credit to them as it was done somewhere else. I was happy to get my car to leave and not ever have to come back to this dealership. But as I went to sit in my car, I realized that they scratched the side of my door when they tried to wash it. Don't even talk about the inside of the car ... mud over the seats, mats and everywhere. Just a week ago I got a package from VW engineer who designed the car with a microfiber cloth asking me as an owner to take pride in the car I have purchased and take care of it with this cloth ... may be they should talk to their own dealership and teach them how to take care of other people's property with care. They tried to fix the scratches on the side of the car but it is still noticeable and when I told them that they said that they polished the door and this is the best they can do. They also promised to clean the inside of the car but I got it back dirtier than when I dropped it off with no sign of even trying to clean the inside. I didn't care. I have been so angry and frustrating that I couldn't wait to get out of their lot. I don't drive that much and in the past two month at least 60% of the millage on my car is from driving between my house to the dealership to deal with all this headache. During all of this, the representative at the front have had to go to multiple manager to get their approval but I have not seen any of them coming out to apologize or telling me that they might do something so the next person wouldn't have such a crappy service. Even when they lied to me about 3M vs. Durashield, the service rep had to go to talk to the sales managers and the finance manager who sold me the car/3M but none of them talked to me to give me an explanation. I'm sharing this with you so that your exciting experience of buying a car would hopefully be a more pleasant one than mine. More

I recently purchased a VW Jetta for my Son Eli & had a great experience! I checked all around the country but no one could compete with their prices! Staff is very professional, friendly and welcoming. a great experience! I checked all around the country but no one could compete with their prices! Staff is very professional, friendly and welcoming. The facility is Beautiful! I love this place so much I now bring my Audi R8 to get work done here. Usually I have nothing good to say but these guys really surprised me, WELL DONE! More