The Hyundai i30. Source: Supplied
Hyundai driver Mail Hannum wasn't happy with this quote from the Wynnum dealership, posting it online. Source: Supplied
HYUNDAI has apologised to a customer who took them to task on social media after receiving a service quote that included hundreds of dollars in unnecessary recommendations.
A photograph of a quote from Bartons Hyundai in Wynnum, posted by Mali Hannun on the company Facebook page, has gone viral and racked up almost 17,500 shares, 10,000 comments and more than 37,000 "likes" since it was uploaded on Friday.
In her 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 reads.
"Hopefully many people will hear about this incident before their next car service and be more aware of this deliberate fraud."
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, this afternoon told the Wynnum Herald 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 about the dealer's response 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 chief operating officer John Elsworth said in a statement 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.
The company is still investigating how the power steering flush was recommended.
Mr Elsworth said the service items were only recommendations, and the customer had received a full refund of labour charges after she made the initial complaint at the service centre.
"We pride ourselves on the quality of service our customers receive," he said.
"I'm determined to make sure something good comes from Mali's post."
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