Hyundai not only replaced the catalytic converter and exhaust pipe, but had the car towed to another dealer, provided a rental vehicle for a week, paid to have the interior and exterior serviced, and gave the vehicle owner a $500 gas card . And he issued an unreserved apology following a Global News story documenting what happened. “They did a fantastic job,” said Diane Reid, who picked up her shiny 2010 Hyundai Veracruz from Performance Hyundai on Tuesday. “They went above and beyond,” said Reid, whose experience with Orangeville Hyundai garnered thousands of views on social media and international attention after being reported by Global News. Story continues below ad
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Orangeville Hyundai, co-owned by dealer principal Phil Richards, was adamant in a television interview that his dealership was in no way responsible for damages, even though Reid’s vehicle was in his company’s care. “It’s out of our control, we don’t control the theft,” Richards said. “She only has herself to blame for this,” he said, referring to Reid’s daughter Jamie-Lee Higginson. Richards called Ontario Provincial Police officers to the dealership after Higginson informed another customer in the service department that the dealership had refused to accept responsibility for damages. He said he believed Higginson was acting in a threatening manner because he suggested she call a lawyer for advice. He told Global News that his dealership will not budge on its offer to repair the vehicle. (It was originally at the dealership because Orangeville Hyundai advised it needed a new alternator. Later, a mechanic at another shop determined it only needed a new battery.) “That’s right, based on her behavior and how she did it,” Richards said, referring to Facebook posts showing what happened to her mother’s vehicle. Richards openly admits Orangeville Hyundai had no exterior security precautions to help protect against theft. Trending Stories
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Story continues below ad “Who runs a business these days without security cameras? Seriously?” said Detroit-area attorney Steve Lehto, who is familiar with Michigan law governing agency liability. “Don’t they realize how bad it makes them look? “Things were stolen from a car. you can’t blame us because it’s happened before.’ That’s exactly why we can charge you,” Lehto said in a YouTube broadcast using the Orangeville Hyundai case to highlight a consumer’s rights.
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Orangeville Hyundai admitted it had at least one other case of catalytic converter theft on its property a few months ago and has not beefed up security in any way since then. “No, there is no security video,” Richards said. There is also no fence around the dealership or after hours gate to prevent thieves from driving into the lot. Catalytic converter theft is increasingly common in North America because of the precious metals used to make them. After the initial Global News report and the dealership’s refusal to help, Hyundai Canada openly acknowledged that the response was not the right one. “When a customer’s vehicle is in the possession of a Hyundai dealership, they have an obligation to care for the vehicle,” wrote Jennifer McCarthy, Hyundai’s national PR manager. Story continues below ad “We are deeply sorry for the Higginson (and Reid) family’s experience at Orangeville Hyundai and a different local dealership to replace the catalytic converter as soon as possible,” McCarthy added in her letter to Global News. Reid was grateful for the way Hyundai handled her case at the corporate level once it became public. But Higginson, her daughter, says Phil Richards should have contacted her personally to apologize for calling the police and refusing to pay for repairs. Richards did not apologize to her. 3:24ConsumerSOS: Travel Tips for Spring Break Vacations Previous Video Next Video Attorney Steve Lehto said it’s clear Orangeville Hyundai should have acted differently. “You fix it at a cost and you’ll save yourself a lot of embarrassment because that’s absurd. But that’s why it made the news, Global News. Story continues below ad As thrilled as they were with how Hyundai Canada solved the problem, there’s a twist to this story: five minutes into driving from the Hyundai lot in Brampton, Reid and Higginson were pulled over for smoke coming from the vehicle’s exhaust system which had just been repaired by the second dealer. The vehicle has been left for further evaluation and to see what repairs are now necessary, and whether Hyundai or the family will be required to pay. © 2022 Global News, a division of Corus Entertainment Inc.
