Hyundai reneging on Valet and Loaner vehicle

Edward McIntosh

Hasn't posted much yet...
My 2014 Equus Ultimate was about to turn 37,000 in January so I contacted the service manager at Hub Hyundai West in Houston to arrange to bring it in for routine service and wanted to coordinate this with the availability of their loaner vehicle. As I've done many times in the past. After not getting a response to email and text messages, I called him and was told that the valet service and loaner vehicle program expires after 3-years or 36,000 miles. I reminded him that the sales brochures from 2012 to the 2016 models all tout the text below from the 2015 brochure and nowhere in any Equus literature or communications with me was a time and mileage limit ever communicated. In fact, just the opposite. This customer service program detail can be found on the second or third page of the marketing brochure, before any of the other features of this great automobile are detailed.

I filed a complaint with Hyundai Motors America Customer Assurance Group in Fountain Valley, CA, received a case number and then the Cone of Silence descended over them. I email the Vice-President of Customer Satisfaction, Mr. Barry Ratzlaff bratzlaff@hmausa.com, who I've had interaction with in the past but got zero reply. Which was very unusual because in the past, Mr. Ratzlaff was very responsive. Finally, an email came this week from a customer service rep saying that Hyundai was unwilling to honor the commitment made to Equus owners about loaner vehicles.

So, I started working up the chain of command in California and have a list of all of their senior executives, including the CEO, and their email and other contact information. And I've filed a complaint with the Better Business Bureau's binding arbitration group. But it's we owners who can force Hyundai management to reverse this new policy and restore the promise they made to all of us when we purchased the Equus flagship automobile. The more they hear from others like yourselves, the more they will get the message that reneging on a promise is NOT acceptable. I'll be happy to supply the names and contact information to other Equus owners so you can also raise your voice about this.

From the 2015 Equus Sales brochure, page 3 I capitalized the word NEVER !

"When it’s time for service, an Equus owner NEVER has to set foot in our service
center. You can simply contact us by phone or through the downloadable Equus
Owner Experience iPad® app, and we’ll come to you. We’ll exchange your car for a
Courtesy Replacement Vehicle, then return your Equus when it’s ready. All of this
in support of an automobile designed to deliver what matters to you most: The
pure pleasure of power, comfort, convenience and security."
 

PMCErnie

Registered Member
3,395
48
48
Richmond, VA
Genesis Model Type
1G Genesis Sedan (2009-2014)
"Finally, an email came this week from a customer service rep saying that Hyundai was unwilling to honor the commitment made to Equus owners about loaner vehicles."

You are being deceptive too. What was the EXACT text of the email you just received from Hyundai? If you expect to gather support, you'll need to be much more informative to rally the Equus owners here.
 

Edward McIntosh

Hasn't posted much yet...
I'm certainly not being "deceptive" at all. Here is the exact text from the email I received on March 19th.
===================

Dear Ed,

I'm responding with name of one of my supervisor's you can request to speak with regarding your concern with valet service that is offered for Equus vehicle when needing service. Her name is Joanna Mateo.

We realize that mutual agreement on some issues may not be possible; therefore we offer an alternative dispute resolution arbitration program through the Better Business Bureau Auto Line.

I spoke with you on 2/23/18 and advised that suggested resolution is to provide you with alternate dispute resolution information as last resort. Unfortunately resolution has not changed. I have included the information for alternate dispute resolution in case it's helpful or if you would like to utilize this option to resolve below.

BBB AUTO LINE
Alternative Dispute Resolution Division
Council of Better Business Bureaus, Inc.
3033 Wilson Boulevard, Suite 600
Arlington, Virginia 22201
1-800-955-5100

If you would like more information regarding this impartial third- party service, please refer your Owner’s Handbook, specifically in the Consumer Information and Binding Arbitration section or the Hyundai Warranty Information section.


Respectfully,


Denise Fernandez
 

Mcc

Supporting Member
SUPPORTING MEMBER
1,383
75
48
Los Angeles
Genesis Model Type
Genesis G90
I agree that the marketing brochure is poorly written. However a sales brochure is not a warranty or guarantee of anything. NEVER is a VERY long time. Did it occur to you to ask for a clarification at the time you bought it? The wording is way too general.

All that being said, Genesis’s out is on the last page of the brochure, which I assume you saw. It says “No warranty or guarantee is being extended in this brochure, and Hyundai reserves the right to change product specifications and equipment at any time without incurring obligations.”
______________________________
 

EdP

Supporting Member
SUPPORTING MEMBER
SUSTAINING MEMBER
2,665
464
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CT
Genesis Model Type
Genesis G80
I'm certainly not being "deceptive" at all. Here is the exact text from the email I received on March 19th.
===================

Dear Ed,

I'm responding with name of one of my supervisor's you can request to speak with regarding your concern with valet service that is offered for Equus vehicle when needing service. Her name is Joanna Mateo.

We realize that mutual agreement on some issues may not be possible; therefore we offer an alternative dispute resolution arbitration program through the Better Business Bureau Auto Line.
You still left out information. Sure, there is some question as to what they will or will not do but this email gives you a way to dispute. It still does not show where they are refusing you valet service and why. Not enough information here yet for an arbitrator. .
 

PMCErnie

Registered Member
3,395
48
48
Richmond, VA
Genesis Model Type
1G Genesis Sedan (2009-2014)
You still left out information. Sure, there is some question as to what they will or will not do but this email gives you a way to dispute. It still does not show where they are refusing you valet service and why. Not enough information here yet for an arbitrator. .
Agreed. Ed Mc is going to have to scramble to enlist other Equus owners in the cause.
 

Spanky61

Been here awhile...
380
50
28
NM
Genesis Model Type
Genesis G80
If the dealer said, 3 year 36K and you're at 37K, then bob your uncle so to speak. I believe my 2017 service says 3 year 36K for valet service but I'll have to check to be sure.
 

Mark_888

Registered Member
13,335
121
63
Genesis Model Type
1G Genesis Sedan (2009-2014)
If the dealer said, 3 year 36K and you're at 37K, then bob your uncle so to speak. I believe my 2017 service says 3 year 36K for valet service but I'll have to check to be sure.
In the 2017 Quick Start Guide for the G90 it says 5 years or 60K miles (not kilometers) for the valet service for original owners only (except for warranty service, in which case you don't have be the original owner).

So it appears that they have changed the terms of the valet program since 2017, and also for the 2011-2016 Hyundai Equus. In the 2017 Quick Start Guide, there are a lot details and exclusions, etc, but I don't see anyplace where it says they have the right to change the terms, but maybe I missed that.

The Equus was a Hyundai and not a G90, so the G90 terms do not necessarily apply to the Equus, but it sounds like Hyundai changed the Equus valet terms without notice.
______________________________
 

Mcc

Supporting Member
SUPPORTING MEMBER
1,383
75
48
Los Angeles
Genesis Model Type
Genesis G90
So it appears that they have changed the terms of the valet program since 2017, and also for the 2011-2016 Hyundai Equus.
Could have written this so it could be any more confusion. There is nothing to indicate that any of the terms have changes for the G90. In fact why even bring up the G90 when talking about the Equus except to confuse the issue with the Equus.

The Equus was a Hyundai and not a G90, so the G90 terms do not necessarily apply to the Equus,
Why use the word necessarily? Why would they apply at all? Again just confusing the issue.

Now the OP keeps referring to the marketing brochure, not the warranty itself. The last page of the marketing brochure says: No warranty or guarantee is being extended in this brochure. Their actual warranty does seem to be different than the marketing but thinking that the valet would extend in perpetuity for all eternity is pure non binding marketing fluff. If it’s actually in the warranty I will stand corrected.

So I am not sure they changed their warranty since nothing in their marketing was binding in the first place, no matter how much one keeps pointing to it.
 

Mark_888

Registered Member
13,335
121
63
Genesis Model Type
1G Genesis Sedan (2009-2014)
Could have written this so it could be any more confusion. There is nothing to indicate that any of the terms have changes for the G90. In fact why even bring up the G90 when talking about the Equus except to confuse the issue with the Equus.

Why use the word necessarily? Why would they apply at all? Again just confusing the issue.
In both cases, I was replying to Spanky61 who brought up the subject of his 2017 G90. I posted the valet/loaner terms of the G90 per the 2017 G90 Quick Start Guide since he didn't seem to have the documented terms immediately available. If the current policy is that the valet and loaner policy is for 36K miles or 3 years (according to Spanky61), then the terms have changed because the 2017 Quick Start Guide says 60K miles or 5 years.

This just proves my previous assertion, that you have a personal vendetta against me. Why didn't you criticize Spanky61 for bringing up the subject of the G90, which as I specifically pointed out in my previous post is not the same as the Equus,

Now the OP keeps referring to the marketing brochure, not the warranty itself. The last page of the marketing brochure says: No warranty or guarantee is being extended in this brochure. Their actual warranty does seem to be different than the marketing but thinking that the valet would extend in perpetuity for all eternity is pure non binding marketing fluff. If it’s actually in the warranty I will stand corrected.

So I am not sure they changed their warranty since nothing in their marketing was binding in the first place, no matter how much one keeps pointing to it.
Are the terms of the valet service and loaner policy for the 2017 G90 contained in the G90 warranty terms? It looks to me like it is in the Quick Reference Guide (and maybe some other documents like the Owners Manual), and not in the warranty terms. I would not necessarily expect the terms of the Equus valet and loaner policy to be in the warranty either. The two are different things, since the valet and loaner policy also applies to non-warranty repairs for the original owner.
 

Mcc

Supporting Member
SUPPORTING MEMBER
1,383
75
48
Los Angeles
Genesis Model Type
Genesis G90
So it looks like the valet terms for 2017 are different than those for 2018.

As for the OP and the Equus, what does it say in the manual or quick reference (glovebox) guide?
 

Mcc

Supporting Member
SUPPORTING MEMBER
1,383
75
48
Los Angeles
Genesis Model Type
Genesis G90
So it looks like the valet terms for 2017 are different than those for 2018.

As for the OP and the Equus, what does it say in the manual or quick reference (glovebox) guide?
Ok so I am going to answer my own question. The Equus quick reference guide says 5 years/50k miles. So forget about pointing to the brochure and show the dealer the Genesis manual if you are the original owner. Are you the original owner? if you are not original owner, I don’t think you have a case.

Mark_888 you are correct, I think Spanky61’s comment did confuse the issue, although you were correct in pointing out the change. It’s just so easy to get off topic but again you were correct.
______________________________
 

SCVDon

Registered Member
I pulled the warranty info packet for my 2016 Equus Signature and it says 3 years/36K miles. Of note, the booklet also says it is for a "2014". I don't know if the dealer supplied me with the wrong booklet or if Hyundai used whatever was written in English and in stock. My 2016 was the last new of the breed at the dealer back then. I pulled the warranty out because the talking head on the dealer's service desk phone told me that the Equus didn't come with valet or loaner until I read her the above. I'm at 18K+ and two years.
 

Mcc

Supporting Member
SUPPORTING MEMBER
1,383
75
48
Los Angeles
Genesis Model Type
Genesis G90
I pulled the warranty info packet for my 2016 Equus Signature and it says 3 years/36K miles. Of note, the booklet also says it is for a "2014". I don't know if the dealer supplied me with the wrong booklet or if Hyundai used whatever was written in English and in stock. My 2016 was the last new of the breed at the dealer back then. I pulled the warranty out because the talking head on the dealer's service desk phone told me that the Equus didn't come with valet or loaner until I read her the above. I'm at 18K+ and two years.
The 2016 Equus quick reference guide is available online. Show it to the dealer. I assume you are the original owner.
 
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