Hyundai Canada review: Stressful meetings with the finance service mgr when I wanted to pay out my lease.

September 3, 2026, Hyundai 2022 Venue Lease Buyout, serial #KMHRC8A38NU205311, Bruce Hyundai, New Minas, Nova Scotia.

My name is Judith and I leased a 2022 venue on October 13, 3022. I decided to buy out my lease and called the finance division of Bruce Hyundai on August 24, 2026, to ask them to email me with the full purchase price and payment details. After several phone messages and emails back & forth with Barrett Regan, Bruce Hyundai Financial Services Manager, we set up an in-person meeting for August 31st and he emailed a copy of the Hyundai Finance Payoff Estimate. However, I saw on the second page of that estimate that the correct payoff type needs to be selected or the buy fee will not be refunded. This alarmed me, so I tried calling Mr. Regan again to ask for the exact name to have my bank enter on a certified cheque or where the bank would send the payment if it was done electronically. He emailed me with the payoff estimate again and gave me the 800 phone number for Hyundai but did not provide the exact name for the payment. I called that number [protected]) to ask for the exact name to put on the cheque. They said the payment should be made out to Hyundai Motor Finance Lease, and I needed to go to my dealership to make the payment, that Hyundai does not take the payment. When I said my dealership told me to pay Hyundai directly, not the dealership, she stated they were mistaken. When I arrived at Bruce Hyundai, Mr. Regan said the dealership does not take payment; that I had to pay Hyundai directly. He said I had to sell my venue to them first and then buy it back. I didn’t understand this and said I wasn’t there to sell my venue, but I wanted to buy out the lease. He threw up both his arms and said “that’s just the way it is” and then turned to walk back to his office as our ‘conversation’ was being held in the reception area. I asked where he was going but he didn’t answer, so I then said I wanted to speak with his supervisor. He pointed to his supervisor’s office.
Mr. Regan’s supervisor, Mr. Daniel Clarke, spoke with me in his office and apologized for Mr. Regan’s behaviour. Mr. Clarke calmly clarified how Hyundai deals with a lease buy out. I explained to Mr. Clarke that I’m still recovering from open heart surgery and that this payment confusion, as well as Mr. Regan’s behaviour, was much too stressful at this stage of my recovery. It’s only been 3 mths since my surgery and it takes 6 mths for the bone & heart to heal and 12 mths for the body to fully recover. The level of stress actually had me in tears, as I kept getting opposing information on how to make my payment. I was then directed to provide my cheque and personal details to Mr. Regan and sign the contract electronically. I explained to him about my current health condition and the impact stress has on my heart. I explained that I didn’t understand the confusion over the payment but he insisted I’m supposed to pay Hyundai and that I “just got the wrong person” when I called Hyundai for the information. He did apologize for his behaviour; I believe at his supervisor’s direction. Mr. Regan then asked me to take a seat in the waiting area for a few minutes while he contacted the accountant. I waited over an hour and a half but couldn't wait any longer as my heartbeat and breathing was becoming laboured. As Mr. Regan was walking by in the lobby, I approached him to ask how much longer I needed to wait and he said “oh yeah, just give me a minute & I’ll check”. He then came back to me to say the accountant wasn’t working that day and he would let me know when that work was completed and I could come back to finalize everything. It took a full day before my heart and breathing settled. It’s hard to explain if you haven’t experienced this surgery.
My next in-person meeting with Barrett Regan was on September 3rd. I brought a print-out of the Hyundai Finance page outlining the procedure for a lease buyout. I showed Mr. Regan the sentences that stated “Please note that lease payment must come from a Hyundai Dealership. We do not accept customer or non-branded payments for a lease payoff.” I stated that I didn’t know if he was aware of this, but I thought he may want to know. I was not angry; I was calm and non-aggressive. He was not impressed. He took my certified cheque but said I might have to get another one made up because it should have been made out to Bruce Hyundai, not Hyundai Motor Finance Lease. He also said he could have charged me $700.00 for fees and he still could. I believe this was an intimidation tactic, but I would not take the bate and kept quiet. My personal belief and behaviour has always been to keep calm; if you lose your temper, you lose the debate. Mr. Regan then asked for my driver’s license, which I handed to him, but when he returned it, he tossed it onto the desk instead of handing it back to me. He then filled out a form for me to take to Access Nova Scotia to have the permit updated. He said he normally does that himself but he wouldn’t do it for me. I asked why that was and he said “because you were rude to me”. I said nothing, however, I was shocked at his statement. Also, during this meeting, he never made eye contact with me and his level of anger was palpable.
After my meeting with Barrett Regan, I immediately went to Mr. Clarke’s office to inform him in detail of Mr. Regan’s behaviour. This transaction should never have been so stressful. Making a payment should be clear and respectful for all parties; never combative. Before I retired, I worked in government and delt with people from all walks of life and all levels of income and I know how to communicate. I suggested to Mr. Clarke that perhaps Mr. Regan would benefit by taking a customer service course.
I have only written a letter of complaint one other time in my life; however, I feel that Hyundai Canada should be aware of how some employees are treating their customers.
Thank you for your time,
Judith, customer #248190