“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
