Northstar Hyundai

Went to buy a new vehicle and was talked into one that was seemingly perfect. It was the color that i wanted only it had a few kms (told there would be no more than 3,000k) but they gave us a better deal was seemingly perfect. It was the color that i wanted only it had a few kms (told there would be no more than 3,000k) but they gave us a better deal because of that. Signed the paperwork and went on my way. Two or three days later i go to pick up the vehicle and as it turns out there was over 8,000k on the vehicle. I told them that i wouldn't be taking it but was quite disappointed. They could not locate another vehicle in the color that i wanted so for my troubles they said they would track down my #2 preferred color and would throw in a cargo mat, privacy cover, and also they would upgrade my starter from a one way to a two way (this was after hours at waiting at the dealership). I said that was great and we would be back again. We came back another couple of days later to pick up the car and the starter was not a two way. My sales guy said that it was supposed to be a two way and he wasnt sure what was going on. Since the sales manager had agreed on the upgrade with us we would have to speak to him. The sales manager then claimed he had never agreed to these extra items or this upgrade and that he was a man of his word and would never go back on anything. We then were passed to someone else to deal with. This was the finance manager. He asked if we had the agreed upon items noted in writing on the contract. I unfortunately had not asked for the sales manager to do this when we were negotiating. At this dealership you have to get EVERYTHING in writing... dont believe you can trust a managers word. At the end of it they gave us the cargo mat and privacy cover but no two way starter. I would never recommend this dealership to anyone. More

I was shopping for a used car in Edmonton this past weekend, and had very specific criteria. I was looking for a 2007 - 2010 Hyundai Elantra with less than 100,000 kilometers for under $10,000, taxes weekend, and had very specific criteria. I was looking for a 2007 - 2010 Hyundai Elantra with less than 100,000 kilometers for under $10,000, taxes included. I spoke to Nigel about this criteria, and he invited me to come into the shop for a sale taking place on April 30th, 2011. Nigel refused to listen to my specific criteria and tried to sell me on a variety of different cars that didn't match what I was looking for, even though I was completely clear about what I wanted. Nigel was frustrated that a partner company (GoAuto) had already shown me vehicles from his lot, and he took out his frustration on me, going so far as to declare that "This is all your fault". He was pushy, arrogant, and an embarrasment to some of the good auto sales people that exist in Edmonton. In the end, I purchased my vehicle from another Hyundai dealership that had respectful sales-people that gave me information and time to make an appropriate decision. More

On March 26th, I arrived at Northstar Hyundai to test drive a 2011 4.6 Genesis Sedan. Navigating the lot with Chris Durant we came across a black sedan that I noticed was unique right away as it had tint drive a 2011 4.6 Genesis Sedan. Navigating the lot with Chris Durant we came across a black sedan that I noticed was unique right away as it had tinted windows and had the winged logo on the trunk. I asked about the curious appearance as it definitely wasn't factory spec and the salesman explained that it was a demo. I took it for a good test drive for several miles and about half way through I noticed the yellow check engine light was on, but as this was only a test drive, I was not overly concerned. When I returned to the lot, Terry, a sales manager greeted me and introduced himself and asked me what I thought of it. We chatted for a bit and I let him know the check engine light was on in the vehicle I just drove. He brushed it off explaining that the gas cap was likely not tightened properly and that it happens frequently on new vehicles and it's very easy to reset. He then asked if I wanted to discuss the financials with Chris. I was prepared to negotiate at this point so I agreed. After evaluating my trade in, Chris came back saying that this Genesis is the "pimped out edition" as it was a demo for the VP of the auto group. He stated that it came with the tinted windows, winged badge, command start, and a 2nd set of (winter) tires mounted on the factory rims. Thinking this was a great value, I proceeded to negotiate on the vehicle I had just test driven not giving much concern to the check engine light or the fact that the demo had over 8000 KMs on it. I could live with the 8000 KMs with everything that was being included. After a bit of back and forth on the negotiating, I shook his hand and signed a purchase agreement. He seemed very eager to get me out the door that day with the vehicle, which in hindsight maybe was a bit of a red flag, but let's be honest, I was just as eager to take it home. After a bit of time with a finance manager, they washed up my new car and we did the new vehicle inspection. During this time I explicitly pointed to the rims and asked "So the second set of tires comes with rims just like this" and his response was "yep, you bet." During this inspection I also asked him about the check engine light and his response was similar to that of the managers, that it was an o2 sensor error; the result of the fuel cap not being tightened properly and he assured me it would be taken care of before final delivery. As the 26th was a Saturday, I had to make arrangements to bring the car back on Monday to have the paint protection done as well as have a few minor scratches taken care of. My salesman said that at that time he would have the tires ready to go as well as the command start remote and while the vehicle was there they could have the check engine light reset. When I returned to the dealership Monday evening, they had already loaded the tires (2 in the trunk, 2 in the back seat) and they were wrapped up in tire bags. I also asked about the command start remote and the story on that was the 'VP' still had it and he doesn't come down to the dealership often, but they would retrieve it and leave it in service for me when I came down for my first oil change. Further to this, the scratches were not taken care of AT ALL! They applied the paint protection right over top of them, preventing them from being polished out. When I pointed this out, my salesman was very adamant that they would get it corrected to my standards on my next visit. I got in my otherwise freshly detailed vehicle and started it up, and lo and behold was greeted by the check engine light. I immediately turned of the ignition and went back into the dealership to ask my salesman what the deal was with that. He took me to service where we spoke to one of the technicians and he took a jab at the sales people by saying they didn't know how to properly replace a fuel cap, but we should book an appointment just to be sure but the light would likely clear itself. I returned home and began to unload the tires "on rims" only to discover that they were not on rims at all. At this point I started to get a little bit aggravated that I could no longer trust what was happening, I called up my salesman right away. Reception informed me he was busy with a customer and they would have him call me back. He didn't. Forward 1 day (29th) I received a call from the customer service "manager", Lindsey asking me about my experience so I let her know my disappointment with the scratches as well as the missing rims. She like everyone else was very reassuring that I was going to get what was offered to me and what I paid for and that since I already had an appointment booked for the 4th of April, that would be a great time to address the scratches. Later that day, I received my callback from my salesman. I was very blunt about the missing rims and he pointed the blame to the people in the tower that wrote it down and he would have to pull my paperwork to see what was on the offer sheet (not even acknowledging our discussion during the delivery inspection). He asked when I could come review it with him and I said that I would be in on Monday evening and he advised me that he would be available. Fast forward to April 4th. I dropped my car off in the morning and received a phone call at around 5:30 explaining that the OBD2 error is actually a "random misfire". The service tech explained what they did and that they were not confident what was done today wouldn’t fix it as they had to chat with "Hyundai Engineers" about the issue and this is a difficult issue to resolve and would require me to return the car back to the dealership soon once they have a response from the engineers. I was told to come pickup my keys as the car would be drivable in the meantime. I went back to the dealership to pick up my keys and thought I would discuss my issues with my salesman. He didn't have my command start remote and he didn't have any update on my rims. I felt it necessary to tell him that my check engine light had nothing to do with the gas cap and that a random misfire on my brand new car was concerning. His response was "Well maybe you'll get a brand new genesis instead of a demo then". On top of all of this, they still haven't resolved my scratches, as they were too busy attempting to resolve the random misfire issue. I received a call back from the service department on either April 5th or 6th from Daryl who explained to me my car needed a new engine as per their discussion with Hyundai Canada. Very disturbed that my nearly $50,000 purchase had a defective engine, I called the customer service "manager" Lindsey back to discuss my disappointment, but I soon realized she wasn't a manager of anything as she suggested I speak to Chris my salesman. I was transferred to Chris and I explained my disappointment that I had been lied to and taken advantage of over the check engine light as it wasn't an "o2 sensor" error at all, but rather a random misfire that could only be resolved by replacing the engine. Chris said that there wasn't any deception involved on their part and that it was an assumption on their part. I am very skeptical however that a dealer wouldn't run the OBD2 diagnostics on car with a check engine light on their lot. Never the less Chris told me this was above his pay grade so to speak and he would have a manger call me back right away and to his credit, that did happen. I was called by Chad who informed me that he was going to bring up my issues with the GM in a timely manner and I would be contacted for a resolution. A few days passed and Dan Hoskins, the GM of Northstar, phoned. He called me down to discuss my issues face to face. I met with him on April 11th. He advised me that they all assumed incorrectly that it was an o2 sensor error or an issue caused by the command start that was installed. He also said that he had good news as the engine had arrived and they were able to expedite my repairs. He discussed the issues with me and I had requested to see my paper work, as I still believed that wheels/rims were part of the offer we negotiated on. He showed me the paper work, and I was incorrect, however I was not incorrect that Chris, my salesperson, had explained to me it was part of the deal. I am certain of this because I asked him 3 times if they were as it seemed to good to be true (red flag #2). It turns out it was, I was just remiss at getting it in writing (who new you couldn't trust salespeople?) Dan explained that for my inconvenience he would be willing to include the rims at no cost to myself as a good will gesture. In my eyes, I was finally getting what I was expecting. He also said that my car should be up and running like brand new in 2 days. As this was at 11AM on a Monday, I assumed a fair expectation would be 5:30 on Wednesday I could pick up the car. I was shuttled by my original sales man Chris to a car rental facility to get a rental that Dan had previously arranged for me. (It was a Mitsubishi Outlander) Upon exiting of the parking lot towards the rental shop, we were stopped by the VP of the auto group, Bob Bullock, who had been driving the vehicle as a demo. He talked about how he respects cars and that he doesn't drive them hard. I found it odd that he would explain that since at no point did I assume he would have. He explained how he drove the car for 3000k with the check engine light on; only assuming it was caused by a botched remote start install. This was the most alarming comment of all as they were aware of the issue and sold the car in this condition and didn't have the integrity to correct it prior to delivering it. Bob went on to explain that they were going to take care of me, as there was a whole new engine assembly ready to be dropped in the car. He made it clear to me that this was a whole new engine and existing parts would NOT be used from the vehicle. Satisfied with the explanation I accepted the rental and got on with my life, or so I thought. I called the Dealership service department back on Wednesday to check on the status of my vehicle and Daryl the service adviser explained that it was a large job and I should be looking to get it back in 1-2 days. I was quite confused, as that would make it a weeklong job. I explained to Daryl that I had reservations booked out of town on Friday and I would need to know if I was going to have my car back on Friday or not - I really hate the rental, so I was hoping for some good news from the dealership for a change. Having not heard from Daryl I called and asked what the progress was. He said that one of the technicians in the shop mentioned that there was something required in regards to an oil pump and he hadn’t had a chance to investigate as it happened during their morning drive through rush. I advised him that I needed some things from the trunk of my car and I would need to come down to the dealership anyway. Daryl stated that he would have an adequate explanation for me when I arrived. When I met that day with Daryl he explained that the oil pump from the previous engine assembly was not salvageable and that they required a new one to complete the job. He then explained that oil pumps for the Genesis were on a 6 week back order and they weren’t going to have me wait that long so they requested that “a new, complete engine assembly” would be shipped. Daryl explained that this was better than what they were working on, as they had to use existing engine parts to complete the job. I stated that when I spoke to Bob Bullock he had told me that’s what they had in the first place! Daryl then took me into the shop to show me what he was talking about. He showed me the engine on an engine stand and pointed to what he called the short block and said that is what Hyundai sent. He said that every thing above it (heads, etc.) were from the previous engine, so it was a hybrid of old and new parts. I then asked to retrieve the items from my vehicle that I needed. We met at the back of the lot where my car was being stored and he opened the trunk. At this point I was shocked to find that the trunk was filled with mechanical parts that would normally be installed under the hood. Not only was this shocking to see as it was apparent my car was being disrespected, but my personal belongings as well. Disgusted with what I had seen on the drive home, I realized that I should not be accepting of this, especially since Hyundai Canada and Northstar Hyundai were the recipients of $50,000 of my money. I called Dan when I arrived home. Beyond frustrated at this point, I requested that my vehicle be replaced with a similar model. Dan said that he wasn’t aware of the additional delay in the servicing of my vehicle and that he would get to the bottom of it. He also stated that if I wanted a new vehicle he would get that process started. The next I heard from Dan was on April 16th. I was out of the province and he called and left me a voicemail explaining that he had put in a few calls to the banks and Hyundai Canada and he wanted to discuss my options with me. Unfortunately, I wasn’t able to connect with him that day. I tried him again on Monday, and I was informed that he would be out of the country for four days. On Monday, April 18th, I received a call from the new vehicle manager, Craig Sabourin. Craig also invited me down to discuss my options and he stated that he could replace my vehicle if that’s what it was going to take to make me satisfied. He asked if I was interested in the only other 4.6 Genesis with the tech package in the showroom, but I couldn’t accept the beige interior. He mentioned that it wouldn’t be a problem to bring in one from another dealership; he just had to insure that they weren’t sold. He informed me that his inventory was showing that Medicine Hat and Grande Prairie had the colour combination I was seeking and it would take a day or two to transport it. Once again I left the dealership thinking I was making progress towards a resolution. Craig said he would follow up with me by 12PM on Tuesday at the latest. That did not happen. I called the dealership at around 1PM on Tuesday to speak with Craig and he said he was looking at having one brought in from a Hyundai compound, as it would be more cost effective. He said he would need 24 hours at the most. I communicated to him that there were 3 color choices I would be happy with, in order to make his search easier. I also asked him to send me what we had discussed in writing via email, and this is what he sent me: Good afternoon John, I wanted to follow up with an email prior to our conversation an hour ago on the phone. As promised we are searching for a black one, or one that works for your top three color choices. Once we have the final word of whether or not we can have one in our stock from Hyundai, then we can proceed with dealings. At this time we are waiting on a call from Hyundai and hope to hear from them by noon Wednesday at the latest. thank you again for your patience and I look forward to having you behind the wheel of a Gen-Sedan ASAP! Craig Sabourin Northstar Hyundai Sales Manager 780-478-7669 ________________________________________ Craig’s most recent call came on April 22nd advising me that he wanted to discuss my options. When I met with him, he said that he could definitely get me into a new Genesis, but not without it costing me out of pocket. Huh? We hadn’t discussed that potentially being a scenario at all. Craig was only interested in protecting the business’ bottom line, and not at all in customer service. I am thoroughly disappointed with the treatment I received. I asked for compensation for my inconvenience and I was told point blank there would be no more “freebies” offered in this scenario. What freebies did I receive? I am seriously so disappointed with my decision to not only buy from Northstar Hyundai, but I am also disappointed with Hyundai Canada for not displaying basic integrity in making my situation right. I have been in the rental car since April 11th. The car has been at the dealership for 12 days since my purchase. At the most optimistic estimate, I will be in the rental until May 4th. This is the vilest treatment I have ever received as a customer. More

Unfortunately, our family did not have a good experience with this dealership. We went in, not having seen Hyundai products before, stated we were looking only that day and were subjected to an aggressive with this dealership. We went in, not having seen Hyundai products before, stated we were looking only that day and were subjected to an aggressive sales approach. We were interested in two different vehicles and found that we were aggressively and almost relentlessly steered to one over the other and had to be very direct in getting information on the second. It was clear the salesperson was exasperated with having to show two different types of vehicles. The approach to giving pricing was very difficult and time-consuming, as there was reluctance to provide firm numbers unless we would promise to purchase the same day. In the end, the salesman became disrespectful (unfortunate, because our children were with us) and was eventually removed by his sales manager. The sales manager was very professional, but the damage was done. We then researched dealerships and went to West Edmonton Hyundai instead, where we had a great experience. More

About 5 years ago, before Northstar became part of the Dark overlord GO auto, my dad leased a car from them. As his lease was coming up, we wanted to give Northstar the first choice in our new purchase. Dark overlord GO auto, my dad leased a car from them. As his lease was coming up, we wanted to give Northstar the first choice in our new purchase. My first visit back was to get a handle on the lease option - having never leased a car before. We were handed off to 3 different people. The first - very new, didn't know, so she got the second. The second, well, he told me that if i wanted to know about the price of the car, i should look it up on the website (to which i responded, well i am here now, so you can tell me)...then the third, well, he was just rude and did not give me any info. Wasted Trip #1. Then my dad returned around the time of his lease ending, and was told that they would do everything to decrease his cost of driving per month, and to return the next day for a meeting. Before that meeting, i called the salesperson he was supposed to meet with, to get a feel of what they would be talking about. No where in that conversation was i told that someone else would be meeting with my dad...bait and switch? hmm...i see a pattern. When my dad did go in, and met the other person, he was given completely different pricing than the day before (and written on the back of an envelope) - wasted trip #2. We looked around, and found another Hyundai dealership that was the opposite - friendly, not pushy...and most of all transparent. So after some deliberation, we bought the car there. We were told by the new dealership, the inspector of the lease, and in intial conversation, by Northstar, that the lease would be returned there. So we made those plans, and drove it in on Saturday January 29. Everyone was friendly, until they realized we were returning a lease. The sales person my dad had dealt with before came over, and when he found out, raised his voice about us going somewhere else, and walked away. Then the sales manager took us back to the office, and explained that we were incorrect, the lease would not be returned at northstar. Pardon? After about a minute of getting more of the run around, and being told, in essence, we were the dumb ones and didn't understand, we took our keys and walked out....and picked up the new car...and had a good laugh with the other dealership who could not believe the arrogance and rudeness of a dealership. Now i remember why i stopped servicing my dad's and my vehicle at northstar. When they try to screw you, its business not personal....but when you call them on it, and take your business somewhere else...the staff become children, stomping their feet, being rude, and, well, taking it personally. Northstar....its just business.... More

These people are crooks, and did not know what they were doing. they tried to hide rebates as well as force us into buying this santa fe. They are the worst dealership i have ever visited. Not reflective of doing. they tried to hide rebates as well as force us into buying this santa fe. They are the worst dealership i have ever visited. Not reflective of the other dealership i ended up buying from. If you are looking for a Hyundai the only dealership i would reccomed is the one by the chevy farm. More