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Discussion Starter · #1 ·
Does anyone know if the Santa Cruz Insider Reservations program is even legal?

They market that you can, Reserve your SANTA CRUZ and become an Insider. (verbatim from the Santa Cruz order site).

Then in fine print following a link where they define what is a reservation, they post "Your reservation allows you to be one of the first in line to purchase the all-new 2022 SANTA CRUZ. If you decide to request a refund, only the $100 deposit you contributed will be returned to you. Keep in mind, your reservation is not an order of a specific vehicle."

I understand that this is not an order of a specific vehicle, but a service is promised and money changes hands so it is a contract. They take your prefered vehicle choice, ask you for your dealership preference and tell you that you'll be notified by a specialist from you dealer. What they explicitly say with this program is that you should be first in line. First in line should place you in a queue that offers 'Santa Cruz Insiders' the first right in purchasing a new vehicle.


After a months of soliciting help from the local dealer and finding they have no real knowledge of the preorder system, I got a phone call from the Concierge Service telling me my specialist from the dealership would call in a couple of weeks to finalize the order. After three weeks, I called my Round Rock Hyundai dealership, and they did not even show my model in the queue to be delivered and gave excuses about why Limiteds were being more impacted by the semiconductor shortage. At the same time, I am seeing google searches showing Limiteds being advertised at dealerships all over. What gives!

This week, I got an email from Hyundai Concierge that the first vehicles are arriving at dealerships inviting me to apply my "reservation" toward a newly arrived model near me. So I paid $100 for the privilege of being able to search local dealerships? What happened to being first in line?!! So, I used their system to select the exact model I supposedly should have been queued up to receive first and reserved it. I got the following notice:

"Great news. Your SANTA CRUZ reservation is confirmed. We applied your $100 deposit. The 2022 SANTA CRUZ you selected is reserved for you." Finally, right?

I contacted the Red McCombs Superior Hyundai dealership where my reservation was supposedly confirmed and at first, the receptionist implied they just needed to prep it before I came down to pick it up. So I went and got a cashiers check expecting to go pick it up. I got a text from the dealership, "my manager got back to me. And told me the Santa Cruz it was reserve by another Customer." I got a bait and switch to buy another model instead. I got an email from the salesperson that "the new car sales manager told me the Santa Cruz will be here Monday, The reservation doesn't mean it will be sold to the other person it will be a first come first serve since the demand for this vehicle is high." After some back and forth about the details of the "reservation" documents, the salesperson implied the other person reserved the vehicle back on July26th, so they really did need to honor that reservation. Well, since my reservation was charged to me back in April, this doesn't sit well either.

So in the end, either this whole "Santa Cruz Insider" reservation program is just a scam so they can use the $100 and the data on how many people would lay down money so they could satisfy their execs. Or, the execution of this program is so incompetent that the left hand has no idea what the right hand is doing. Or there is a shady dealership involved here. Whichever it is, it is not right and Hyundai America executives need to step in and fix it or we need to take additional action.

What say you?

Does anyone else feel the same or have any insight as to what is really happening here?
 

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What seems to be the problem is that the customer's reservation information is just being sent to the dealers... a little late. It appears that Joe Customer off the street may have come in to the dealer prior to this and put a deposit down with the dealer rather than Hyundai's reservation system, so the dealer has them first in line for the SC when it arrives - vs the people that may have put in a reservation in April that Hyundai held onto their info, rather than sending info to the dealers before allocating any cars to them.
 

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What say you?
I say the system worked perfectly for me.....Deposit/reservation last April. Got in touch with my dealer and put myself on notice that I was a buyer. Dealer had 2 coming in, neither of which to my spec. A few weeks ago Concierge called to get my spec interest, said he'd call my sales guy. I spotted a new VIN on the spreadsheets posted here...My car and the dealer already had my name on it. About a week and a half later, My Car to My spec rolled into the dealership. Their first, and slipped in ahead of the 2 they actually had on order. The system worked perfectly for me. MSRP, and no issue applying the deposit. Seeing a lot of stories here, I think it all boils down to communications by and with all parties.
Good luck. The SC is great!
 

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2022 Santa Cruz Ultimate (Limited in the US)
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I find it disappointing that the US reservation system was such a gong show while Canada's worked as I would have expected. My deposit (granted, $500 vs $100) was taken directly by my chosen dealership, they contacted me the next day to say they received it, I was in touch with them and they changed my pre-order from Trend to Ultimate (I believe that converts to SEL Premium AWD to Limited?), and they confirmed that our vehicles were being built specifically with our name attached to them. So, yeah, we're waiting like a month and a half longer before we see them, but there won't be any games or having them sold out from under us.

Funny how different it is across the border from the same company, eh?
 

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2022 Santa Cruz SEL Premium Hampton Gray
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Does anyone know if the Santa Cruz Insider Reservations program is even legal?

They market that you can, Reserve your SANTA CRUZ and become an Insider. (verbatim from the Santa Cruz order site).

Then in fine print following a link where they define what is a reservation, they post "Your reservation allows you to be one of the first in line to purchase the all-new 2022 SANTA CRUZ. If you decide to request a refund, only the $100 deposit you contributed will be returned to you. Keep in mind, your reservation is not an order of a specific vehicle."

I understand that this is not an order of a specific vehicle, but a service is promised and money changes hands so it is a contract. They take your prefered vehicle choice, ask you for your dealership preference and tell you that you'll be notified by a specialist from you dealer. What they explicitly say with this program is that you should be first in line. First in line should place you in a queue that offers 'Santa Cruz Insiders' the first right in purchasing a new vehicle.


After a months of soliciting help from the local dealer and finding they have no real knowledge of the preorder system, I got a phone call from the Concierge Service telling me my specialist from the dealership would call in a couple of weeks to finalize the order. After three weeks, I called my Round Rock Hyundai dealership, and they did not even show my model in the queue to be delivered and gave excuses about why Limiteds were being more impacted by the semiconductor shortage. At the same time, I am seeing google searches showing Limiteds being advertised at dealerships all over. What gives!

This week, I got an email from Hyundai Concierge that the first vehicles are arriving at dealerships inviting me to apply my "reservation" toward a newly arrived model near me. So I paid $100 for the privilege of being able to search local dealerships? What happened to being first in line?!! So, I used their system to select the exact model I supposedly should have been queued up to receive first and reserved it. I got the following notice:

"Great news. Your SANTA CRUZ reservation is confirmed. We applied your $100 deposit. The 2022 SANTA CRUZ you selected is reserved for you." Finally, right?

I contacted the Red McCombs Superior Hyundai dealership where my reservation was supposedly confirmed and at first, the receptionist implied they just needed to prep it before I came down to pick it up. So I went and got a cashiers check expecting to go pick it up. I got a text from the dealership, "my manager got back to me. And told me the Santa Cruz it was reserve by another Customer." I got a bait and switch to buy another model instead. I got an email from the salesperson that "the new car sales manager told me the Santa Cruz will be here Monday, The reservation doesn't mean it will be sold to the other person it will be a first come first serve since the demand for this vehicle is high." After some back and forth about the details of the "reservation" documents, the salesperson implied the other person reserved the vehicle back on July26th, so they really did need to honor that reservation. Well, since my reservation was charged to me back in April, this doesn't sit well either.

So in the end, either this whole "Santa Cruz Insider" reservation program is just a scam so they can use the $100 and the data on how many people would lay down money so they could satisfy their execs. Or, the execution of this program is so incompetent that the left hand has no idea what the right hand is doing. Or there is a shady dealership involved here. Whichever it is, it is not right and Hyundai America executives need to step in and fix it or we need to take additional action.

What say you?

Does anyone else feel the same or have any insight as to what is really happening here?
Of course it's legal. While I think they could've executed better the system has worked for more people than not. Personally I don't think Hyundai has been incompetent but even if one assumes they are incompetence isn't illegal. Teams of competent lawyers have thoroughly reviewed the process and they have included plenty of disclaimer language. It's only $100 & you can get it back if you choose to. Instant gratification isn't guaranteed. That said I can relate to any frustration as I was there myself. Good luck, use Chuck's spreadsheet and scinventory.net and contact as many dealers as you can. You can find a Santa Cruz. There are lots of honest no BS dealers selling for MSRP. Many will deliver the vehicle to you so don't confine your search to your state.
 

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Discussion Starter · #7 ·
What seems to be the problem is that the customer's reservation information is just being sent to the dealers... a little late. It appears that Joe Customer off the street may have come in to the dealer prior to this and put a deposit down with the dealer rather than Hyundai's reservation system, so the dealer has them first in line for the SC when it arrives - vs the people that may have put in a reservation in April that Hyundai held onto their info, rather than sending info to the dealers before allocating any cars to them.
I spoke with the concierge service. The agent said roughly the same thing, but added that my experience was the first they had run across. They advised that the dealers were getting the list of "insiders" so I should hold on and continue using the Santa Cruz Insider Reservation System to spot models going to the dealer. He also confirmed that they hit the reservation system well before delivery so theoretically, if I reserve one, it may be a month before it arrives, but supposedly there won't be someone walking into the showroom buying it out from under my reservation. We'll see.
 

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I spoke with the concierge service. The agent said roughly the same thing, but added that my experience was the first they had run across. They advised that the dealers were getting the list of "insiders" so I should hold on and continue using the Santa Cruz Insider Reservation System to spot models going to the dealer. He also confirmed that they hit the reservation system well before delivery so theoretically, if I reserve one, it may be a month before it arrives, but supposedly there won't be someone walking into the showroom buying it out from under my reservation. We'll see.
Holy-moly! You got someone on the phone at the Concierge Center? It's a Festivus miracle!

I can say with some confidence that you won't be the only one this happens to. Even if they know it is happening everywhere, I doubt they would tell you.
 
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