Garage A. Pauly-Losch

I have never left a 1-star review before, but Garage Pauly-Losch in Strassen has managed to earn one. [Edit: I added two stars because the manager called me this morning after having read this review. He offered to wave the service fees for an oil change if I bring my own oil and filter, or to find another suitable solution if I do the oil change elsewhere. In this regard, the manager was polite, helpful and willing to find a solution to this issue with me, which is very much appreciated along with the fact that he monitors and reacts to Google reviews.] This review specifically refers to the mechanics part, since I cannot speak about the experience when buying a car from them. I've frequented this garage about 4-5 times in the past, but never left a review since the experience was mediocre, meaning neither good nor bad. I can attest to some of the other reviews, for example regarding the long time for simple inspections, but that never bothered me too much. This time, I went for a routine inspection and they topped off my oil. So far so good, this is to be expected. However, the bill stated that they used the wrong engine oil. You don't have to be a mechanic to know that the wrong oil can be disastrous for the engine. While this was just a top-off, the wrong oil is still bad for the engine. When you go to a VW garage and accept the higher prices compared to their competitors, you also expect them to at least put the right oil in their engine. When I pointed this out, the relationship manager went to the back to talk to the mechanics. When he came back, he told me that no, the mechanic specifically remembers having put the right oil in my car, it's just that they typed it wrongly in the bill. Since this seemed like a simple cope out to me, i asked them to then at least write on the bill what he just told me. Apparently, they could not do that, the manager had already left and it seems he's the only one allowed to do that. It took me 45 minutes going back-and-forth with the relationship manager to dispute the fact that they had used the wrong oil. It was not about the money since the top-off was only around 10€, but the principle that they would not admit to having made a mistake, or if they had indeed put in the right oil despite what is stated on the bill, writing down that fact to certify what had happened. During the discussion, the relationship manager rudely cut me off to reprimand me for using the informal 'you' (meaning 'du' instead of 'dier' in Luxembourgish), despite me using the formal version throughout the previous 40 minutes and slipping just once. Apparently, he considers the informal you as highly disrespectful, and according to him, I owe him my respect because of his age. Then he tells me I have no proof that they used the wrong oil, despite me literally holding the bill stating which oil was used. Oh, and when he asked to hold the bill, he took it away so I could not reach it and refused to hand it back to me afterwards, until I pay it. Overall, this was a very negative experience at garage Pauly-Losch, eclipsing any potential 'goodwill' from a mediocre to okay-ish experience in the past with them. This showed me that the garage is unprofessional and potentially unqualified (using the wrong oil for a VW). Had I opted for a full oil change and not reviewed the bill, they could have wrecked my engine, which would have meant a 5-figures repair for me. I will never go back there, since there are plenty of other choices for routine inspection and maintenance, a lot of which are cheaper. The headache of dealing with them when something goes wrong is absolutely not worth it.

Fabio saleen

4 months ago

Sometimes things go wrong and it can be very frustrating. In my case, the windshield replacement at Garage A. Pauly Losch initially had several issues, including scratches on the interior A-pillar trims and visible adhesive from the installation. However, thanks to the professionalism and personal dedication of my contact person, Mr. Michael Daum, all the problems were identified and resolved. The final result is absolutely satisfactory. I truly appreciate his effort in ensuring everything was corrected.

Dimitris Malamos

6 months ago

DO NOT COME HERE! Don’t be fooled by the fake ratings. They are incompetent and waste your time and money. They charge us without fixing the car and keeps asking us to go back there without solving any problems. Unless your day job is dealing with garages, forget it.

Akx H

a year ago

I had a horrible experience at this garage. The workers were incredibly rude and unprofessional from the start. My car was with them for almost THREE MONTHS with zero updates, and every time I called for an update, they were dismissive and unhelpful. On top of that, they added a bunch of unnecessary charges to the final bill, clearly trying to take advantage of me just because I’m young and probably assumed I wouldn’t notice. Thankfully, after an adult stepped in and talked to them, they begrudgingly adjusted the price. But honestly, this place was a complete headache and I wouldn’t trust them again. Avoid at all costs!

Liu Johnny

a year ago

Unprofessional! They kept my car for 9 hours just for oil and battery change. Prices are expensive. I asked an invoice so that I can transfer the money from my bank account. They refused and said that they keep cars, until they get paid. A lady (who were defined as chief) started to yell at me uncontrollably, just because I asked why I cannot pay by bank transfer. Never going there again 😊

Ruslan Mammadov

a year ago