The Hyundai i30. Source: Supplied
Hyundai driver Mail Hannum wasn't happy with this quote from the Wynnum dealership, posting it online. Source: Supplied
THE driver's complaint about an inflated service quote and unnecessary repairs has gone viral on social media.
A photograph of a quote from Bartons Hyundai in Wynnum, posted by Mali Hannun on the company's national Facebook page, has gone viral and racked up almost 18,000 shares, 10,000 comments and more than 38,000 Likes since it was posted on Good Friday.
Speaking to The Courier-Mail last night, Ms Hannun said she has been contacted by Hyundai Australia, but the only explanation they provided was that staff made an error using a template from a previous job.
"I haven’t had an apology. There has been correspondence via email, but no apology," she said.
"An admission to a typo as the root cause of this situation is not enough for me. I am not satisfied with their response."
"I would like Hyundai Australia to address all the issues as one central problem, and would like to know what they are going to do to ensure the central problem doesn't occur again because, based on the overwhelming comments my post has received, the rest of Australia feels the same way."
Ms Hannun said she was surprised by the overwhelming feedback that her post had received.
"I put it on their Facebook page hoping someone would get in touch with me. The next time I checked it had been shared over 3000 times. I cannot believe the magnitude."
In the post, Ms Hannun accused the service centre of attempting "deliberate fraud", quoting around $700 of unnecessary repairs, including replacement tyres, a brake fluid flush and a power steering flush, which she only discovered after going to two other mechanics for a second opinion.
Ms Hannun was also told that her model, a Hyundai i30, uses electronic power steering and so does not ever require a power steering flush.
"I am extremely disappointed with my experience and simply cannot believe this blatant attempt to deceive me," her post read.
"Hopefully many people will hear about this incident before their next car service and be more aware."
Ms Hannun said she returned to the Hyundai dealership to complain to staff at the centre about the "blatant rip off".
"He squirmed in his seat for the duration of my rant and all he could offer me in way of explanation was that it may have been a 'typo' on the invoice," she said.
Mark Beitz, the dealer principal at Bartons Holden, Hyundai & Mitsubishi, spoke to the Wynnum Herald yesterday afternoon, saying he has been left "distressed" and fearing for the financial future of his business and family following the viral Facebook post.
Mr Beitz admitted some mistakes were made by staff, but staunchly denied the quote was a case of "deliberate fraud" and said if the service had gone ahead she would never have been charged for it.
"In no way would we have charged for something not performed," Mr Beitz said.
"Our culture and reputation was too important for this to occur. We pride ourselves on our integrity and service including value to our customers and have done for 67 years."
Read more of the dealer's response to the furore at the Wynnum Herald.
In response to Ms Hannun's post, many users also pointed out other charges on the bill they considered to be high, including a fee of $83.05 for windshield wiper inserts.
Hyundai Australia chief operating officer John Elsworth said in a statement, posted on their Facebook page on Tuesday, that the company had initiated an investigation into the dealership, and it appeared there had been a "breakdown in staff communication" at the service centre.
"We are now in touch with the customer involved and will seek to make things right with her as our first priority," he said.
He said the recommendation for tyre replacement was "appropriate" due to Hyundai's long service intervals, and the company was conducting a review of their charges for wiper blade replacements and other items to ensure they offered better value.
-- by Anthony Gough, Stephanie Bennett, Dave Earley
