Mali Hannun's complaint about inflated car service quote goes viral on social media

    The Courier-Mail
    April 04, 2013


Hyundai driver Mail Hannum wasn't happy with this quote from the Wynnum dealership, posting it online.



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.

Read more: http://www.couriermail.com.au/breaking-news/still-no-apology-from-hyundai-after-driver-mali-hannun-complaint-about-inflated-car-service-quote-goes-viral-on-social-media/story-e6frfkp9-1226612114761#ixzz2PS3GKZLB

Keeps them on their toes... good to see!!

greggerypeccary wrote on Apr 4^th, 2013 at 11:47am:


40% of their revenue comes from maintenance and spare parts. It's money for old rope and they know it which is why they are very reluctant to build electric cars or any car that requires minimal maintenance

Had my car serviced today for about $210. Got Dad to have a look at the invoice, and he thought that it was a pretty good invoice. Didn't tell him, though, that the next one will be over $1000 in servicing, which includes the timing belt replacement and other things that apparently cost over $1000.

Nup, next time I'm getting it done for a discount over town here.

UnSubRocky wrote on Apr 4^th, 2013 at 10:23pm:


I am in for a $1000 bill tomorrow.

Ex Dame Pansi wrote on Apr 4^th, 2013 at 12:12pm:



You have sons?

Poor bast@rds.

Sir lastnail wrote on Apr 4^th, 2013 at 11:52am:


What new levels of BS be this? 40%? You got references for that?

Car companies don't make money from servicing. Taking your car to the local mechanic to have the oil changed doesn't put any money in the manufactures pocket. Likewise dealerships are francished and the money raised from servicing doesn't all go back to the manufacture either.

As for parts, most parts are a result of damage. Electric cars will have accidents just like petrol ones. How is that going to stop spare parts being sold? As for serviceable parts, again, electric cars will still need new shocks and brakes etc. They may not need an oil filter, but there are few wearable parts on a petrol car in which to make money. Real spare parts money is in replacement parts for damage. Even then, most spare parts on cars a few years old are aftermarket and not genuine anyway, so again, no money for the manufacturer.

Whether a car is petrol or electric the manufacture got their money when the sold the thing. Your 40% revenue claim from servicing and parts doesn't make any sense.

Quantum wrote on Apr 5^th, 2013 at 8:23am:


manufacturers dont service cars so I dont know how they are supposed to get 40% of their revenue from it. Even in the sale of spare parts that figure makes no sense. in nearly 9 years, my FPV has required an alternator and some vacuum tubing and a broken bonnet release. hardly 40% of the price of the car!