Dubai Consumer Mirror

Monday, June 15, 2009

Al Habtoor takes ur car for service, crashes it, asks for your insurance to pay for it.

My friend drives a 1 year old Mitsubishi Pajero. Few weeks ago, he called in to renew his car insurance policy. The next day, he received a revised policy with premium increased. My friend didn't have any accidents or claims, the car is brand new, so there was no legitimate reason to increase the premium. As a matter of fact, it should go down due to car value depreciation.

"Its because you have one claim, sir" the broker said. My friend's wife doesn't drive and a man would know if he had an accident, and claimed it, mind you or not! So he requested to see his file, the details of the claim, date, location, police report ..etc.

It turned out from the claim report that while his car was at Al Habtoor service for regular Oil Change service, the staff there rammed my friend's car into another, right there at the Mitsubishi service centre, then they called the police, filed a claim report, repaired the it, claimed the damages from insurance firm to themselves AND didn't even inform the owner of the car!

I've heard stories of bad service from car dealers and service centers. But this is a whole new level of incompetence. Can you believe this?!


  • Yes, I can believe it. It's customer service Dubai style.

    But what I don't understand is what the insurance company is up to. Surely no-one can claim against an insurance policy except the policy owner?

    By Blogger Seabee, at June 15, 2009 at 3:18 PM  

  • I asked him the same question... i think the insurance perminant rep person at the habtoor showroom "facilitated" the procedure..

    By Blogger moryarti, at June 15, 2009 at 3:46 PM  

  • I hope your friend didn't get the "red slip", black points and a fine as well.

    He may find this out when he next goes to register the vehicle...

    By Blogger Dave, at June 15, 2009 at 4:16 PM  

  • ...and from Diamond Lease, a work colleagues car was in for servicing and he was given a loaner car. His neighbor was not amused to find that the loaner was their car, also in for servicing.

    By Anonymous Bush Mechanic, at June 15, 2009 at 5:08 PM  

  • Similar thing happened to my friend, but with AGMC (BMW dealers). They took forever to repair his car. Turned out that they had majorly crashed it while driving it around. As it was an Alpina, they ordered the stuff from Germany which took so long to arrive. Anyway, he had his lawyer send them a threatening letter. They settled by giving him two free future services, a one year guarantee and took 10,000 AED off the repair originally scheduled. You have to meet force with force.

    By Blogger Siwash, at June 15, 2009 at 8:38 PM  

  • holy shit?

    By Blogger rosh, at June 15, 2009 at 9:09 PM  

  • Oh thats bad, but I've dealt with worse. at least his car was fixed. I had one of mine handed to me with a HUGE (and I mean HUGE dent in the hood.d

    That wasnt there, WTF did you guys do to the car?

    Nothing sir! It was there when you brought it in!

    Funny how that dent isnt on the pre work report!

    2 days later, and one letter from my family's lawyer, and walla, car fixed, no dent, no charge.

    Agree with Siwash. You meet kind with kind, and vice versa.

    By Anonymous Anonymous, at June 15, 2009 at 11:59 PM  

  • Thanks for the heads up!

    By Blogger KJ, at June 16, 2009 at 12:19 AM  

  • Having been their customer for the past 16 years, I can believe it.

    Can you believe it's taken me this long to go to an independent garage and cut my service bills by 70%?

    But, finally, I have!

    By Blogger alexander..., at June 16, 2009 at 12:15 PM  

  • I heard multiple accounts of cars getting crashed by repair staff inside and outside garages. It seems disproportionate. Which makes me think they more often than not take the car out for a fun drive. Otherwise, you’d be careful driving when your sole purpose is to check the alignment or the steering..etc..

    By Blogger Dubai Jazz, at June 16, 2009 at 4:53 PM  

  • I believe 100%. Sometime ago,I took my car for low pick up.They had given me intial estimate of Dhs 3,500 and said they will inform me actual estimate after checking the engine. I checked with a mechanic from a small workshop and when he asked hanbtoor guys what is the problem, the guys at habtoor could not explain properly. Then I took the car out and get it done for Dhs 150!

    By Anonymous Anonymous, at June 17, 2009 at 3:19 PM  

  • I just feel sometimes one can get caught in unforeseen circumstances here that can literally turn into a legal nightmare.

    Btw I don't know if others are aware of this, but the law in Dubai states that anyone driving your car must hold a uae license. How the hell is it possible to control that when you give your car for servicing? If that person doesn't hold a license and causes any damage, or heaven forbid kill someone, guess who's in trouble...

    That's why I always park my own car at hotels. I don't care if it looks cheap: I insist.

    Next time you go to a Hotel valet at rush hour, ask to see the guy's license. Once I did, and the answer was that his license was back in his room - in India.

    By Blogger i*maginate, at June 18, 2009 at 12:47 PM  


    By Blogger BuJassem, at June 18, 2009 at 6:57 PM  

  • You know what makes me more mad than the Al Habtoor guys? It is the dicks who accept this behaviour.

    Right now this guy should be making a case against Al Habtoor and the Insurance company.

    But no, they will sit quiet and allow this to go on and on.

    Get a lawyer, make a case, and only accept to drop it if your car is replaced with a new one. I KNOW this works.

    By Blogger CG, at June 23, 2009 at 10:49 AM  

  • there are no companies without mistakes and there might be a misunderstanding as you can't judge a company on one incident

    By Blogger sword, at June 24, 2009 at 5:40 PM  

  • man
    i see your blog
    it is very good

    By Anonymous 17 year old car insurance, at November 5, 2009 at 2:23 PM  

  • yes
    nice blog
    i will come back

    By Anonymous 17 year old car insurance, at November 8, 2009 at 2:40 AM  

  • I do believe it too. But still that is a customer service strategy right?
    They must do it good so that they can have more future customers.

    By Anonymous Side View Mirror, at November 26, 2009 at 12:08 AM  

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