Norden Autohaus Edmonton

My wife and I bought a used Touareg with them back in 2013, lets just say it didn't go well. After 3 weeks of being lied to and even having the Vice President of Go auto involved, we finally got our vehicle, which was not even clean, coffee stains on the interior, dirt marks all over the place and so on. Now onto their service department. Nice people but trying to get a hold of them to make an appointment is next to impossible. I have to call 7-8 times just to talk to someone. Brought the vehicle in because the door latch wasn't working in the winter. They fixed it but did not replace the seal on the door. I went back again and they fixed that problem and they replaced a light bulb in the headlight assembly (which was nice of them) but they did not correctly put the headlight assembly back in and it was almost falling out, so I returned again. Luckily I did not have to pay for the last 2 visits, but I wasted so much time going back and forth. I will never buy a vehicle from them and will not refer them to anyone.

I brought my car to Norden Autohaus 6 times since I bought my car from them last January, every time they disappoint me with their poor service and dishonest attitude.

1, They don't have my correct information in their system. Every time I go they try to charge extra, though I have warranty & insurance therefore I don't have to pay any. They insist that I don't have my insurance & warranty information in their system. Not only insist, they kinda try to make me believe that I don't have insurance & warranty! Once they found out I was right, they tell me lots of excuses, but they never apologize.

2, Their service is slow & unreliable.

I had a same warning light on 5 times in a year since I bought my car.I brought my car to service 5 times, but I really doubt if they check my car properly or not. (I'll go to Southgate next time)

Right now, I am waiting for 15 days to get a tire because they needed 2 weeks to proceed my tire insurance paperwork.

3, The sales & service people are changing very fast. You can't have reliable people who know you & your car. They say/do whatever they want because next time when you go back, they are already gone!

Never buy a car from here!!!!!! Their financing department pushes warranties on you that are clearly unnecessary just so the finance department can make their bonus!!!! Second, when I bought the car the dealer told me they just put new tires on it, well 6 months down the line I have had two tires pop on me, and my mechanic told me they are 4 year old tires, NEVER EVER BUY A CAR FROM NORDEN, GREASY DEALER, GREASY PLACE, NEVER AGAIN!!!!!!!!!

I am actually consider selling my 2012 VW due to the unprofessional and lack of quality and knowledge in their service department. It is actually unbelievable the hassles I have had to put up with. I will never buy another VW again, love the car but it is nothing but painful dealing with this service department.

I have been a loyal customer for 15 years. I have purchased 1 used Volkswagen and 4 new ones in that time period from this dealership. My latest purchase is a 2014 Tiguan. I have nothing but good to say from the aspect of purchasing a vehicle to the servicing of my vehicles.

The service managers are always helpful and friendly. I had a fuel gauge problem with a new Passat (2007). Shortly after my purchase it became intermittent. I had to take it back a few time for them to try and isolate the problem. Finally, Volkswagen Canada said "replace the whole dashboard", which was done and I never had a problem after that. And of course it was free. I also had an air conditioner quit after 5 years. Again, this was replaced free of charge.

That has been my experience with this company. I will continue to do business with them and recommend them to my friends.

Fred....

This company is Disorganized and Unprofessional! I would not recommend them to anyone.

My trouble with Norden started this past winter when one morning there was some ice build up in my drivers’ side door. When I opened my door the ice caused my door to bend backwards and create quite a bit of damage to the inside corner.

I took my car to Norden to get it checked out. The guy informed me that this was not covered under my warranty and I would have to pay to fix it. Normally I would understand that body damage would not be covered under warranty, and they would notify norden to call me. I waited for a week or two and no call but because it was such a peculiar situation I decided to call Volkswagen. Sure enough after some research I found out that this was a common problem with my particular car and it had been recalled by the manufacture some time ago.

Volkswagens head office was very helpful and they assured me it would be covered under warranty. When I called Norden they tried to give me the run around. At first they didn’t believe that it was still covered so I had to push them to DO THEIR JOB and look into it.

I booked an appointment for my car and had a loaner vehicle lined up over the phone. When I took my car in for its appointment the dealership could not find my appointment in their computers and did not have a vehicle they could loan to me at that time. At this point I was pretty upset because I wanted to get this dealt with, so I re-booked for a future date. When the time came to take my car in again, guess what?!!...The same terrible service! They could not find me in their computer system for having any appointment booked. The Service Rep spoke to somebody and let me know that there was appointment and he was sorry for the mix up. By now I just want to get this over with and move on, so I start to hand over my keys when the service rep tells me I need to have a credit card for a loaner vehicle. Well this was news to me! I do not have a credit card and because I was not told this in advance I could not set anything else up.

Now I am still driving my car that has not been fixed AND Norden let me know that I should just show up when i have it figured out.

This is the worst Customer Service I have EVER Received and I would never recommend Norden to anyone. Nor will I ever buy another car from them again! P.s I still love VW great cars!!!

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 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 stock 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 costed them ~$150 to get the other one and the shipping cost from BC is ~$800 (hence extra $650). I was frustrated with their dishonesty but decided to keep the platinum grey as I didn't want to 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.

The service department is worse than useless. Save your time and money and take your car to Karmac

I met a salesman named Anthony at Norden, even though I ended up going with a truck I still will give him kudos. No pressure, easy to deal with guy that was strait forward and honest. Ended up buying a truck, as I had to weigh the fuel economy of the Jetta diesel vs the needs of a truck, and although the truck won out in the end, it had nothing to do with the treatment I received, as a matter of fact, I was treated far worse where I bought the truck, it just suited my purposes better. I would definatly recomment Norden, and Anthony as a point of contact as well.

Worse than useless. Will stick with Karmac in the future.