Hellopeter
Share Your Experience
RM
Resmun M

1 reviews | Active since Jan 2015

20 Jun 2025, 10:18

Unfair Refusal to Honour Paid Service Plan – Hyundai Grand Creta

I’m really disappointed with the way Hyundai and Liquid Capital have handled my recent service request. I took my Hyundai Grand Creta in for its 30,000 km service — the car currently has 27,000 km — and was told the service wouldn’t be covered because I exceeded the 12-month period since the last service. I was shocked, especially since the service plan was paid for upfront when I bought the car. It doesn’t feel fair to lose a paid service just because of time, even though the mileage is well within range. They also mentioned I’d already used a “once-off goodwill,” which feels like a poor excuse for not honouring something I’ve already paid for. If they won’t cover the service, the least they can do is refund me for the one I’m now losing. I hope this gets resolved — I really expected better.

0
Replies (4)
LiquidCapital
LiquidCapital's reply20 Jun 2025, 10:24
Official
Hello Resmun Moonsamy,

We value your feedback and apologise for the issues you faced. 

Your input is crucial for improvement. 

Rest assured, we'll investigate your complaint and act promptly to enhance your future experience. 

Expect a call from us to assist you further. 

Warm regards, 

LiquidCapital Team
RM
Resmun M's update20 Jun 2025, 12:02
Reviewer Update
Thank you for your response.

I must express my deep disappointment with the outcome of this matter. I find it unacceptable that a service I have already paid for under the service plan is being declined due to a rigid 12-month rule, despite my vehicle being well under the 30,000 km threshold. This feels more like a technicality than a fair or reasonable application of the policy.

When I purchased the vehicle, the service plan was included and fully paid in advance, with the clear understanding that it would cover specific services. To now be told that I have forfeited a service—despite maintaining low mileage—undermines the value of that plan and does not reflect a customer-centred approach.

If the service will not be honoured, I strongly believe that I should be reimbursed for the cost of the missed service. I trust this matter can still be escalated or reconsidered, as I had hoped for a more supportive and reasonable resolution.
RM
Resmun M's update20 Jun 2025, 14:20
Reviewer Update
Dear Liquid Capital Team,
Thank you for your detailed response. However, I must reiterate that I am extremely disappointed and find this outcome wholly unacceptable.
While I appreciate that a once-off goodwill was extended in the past, this does not justify the current refusal to honour a service that was paid for upfront as part of a service plan. My Hyundai Grand Creta is only at 27,000 km—well within the mileage threshold for the 30,000 km service. Denying the claim solely based on the 12-month period, despite low mileage, feels punitive and unfair to customers who do not use their vehicles heavily.
It is particularly frustrating that I am now being penalised for a technicality, even after the service plan was sold to me as a benefit and peace of mind for routine maintenance. If a service is forfeited without any reimbur*****t, then customers are effectively paying for a service they do not receive—this undermines the value and trust placed in your service plans.
At the very least, I request that I be refunded the cost equivalent of the missed service, since you are unwilling to provide the service itself. Failing that, I will be left with no choice but to escalate this matter to the Motor Industry Ombudsman of South Africa (MIOSA) for formal intervention.
This is not the level of customer care or flexibility I expected when entering into a service agreement with Liquid Capital.
RM
Resmun M's update20 Jun 2025, 17:24
Reviewer Update
Thank you. I have lodged a dispute.