My wife went here to get a coolant hose repaired. My wife paid $760 for their service and picked her car up. Later that day the coolant light came on again. My wife immediately called them and explained the situation. While on the phone with the young man at the front desk, she asked can they just look at the work that they did to see if any mistakes were made. The young man said they will just do a diagnostic test. She replied that she didn’t want a diagnostic test done and that she just want the work checked that they did. The young man replied that they won’t be able to get to her car until later that day. They charged her for a diagnostic test. We explained to the young man that we did not ask for this. He replied in order for them to see what’s wrong with it they had to do a diagnostic. WE NEVER ASKED OR AGREED TO A DIAGNOSTIC TEST. All we wanted was for them to check their work because people make mistakes. The guy kept replying it’s our policy to charge for a diagnostic test. From my perception the young man seemed to be enjoying this disagreement. He pulled his pillow from his desk and put it behind his head. He leaned back in his chair and rock side to side as we were talking. He showed a lack of concern and displayed poor customer service skills. From his actions he didn’t care if Nola Automotive lost a customer. All he cared about was the diagnostic charge that we never asked for or agreed to. The manager came in Monday already prepped about the situation and sat at her desk without even acknowledging us. We proceeded to her desk and she still didn’t acknowledge us until after 2-3 minutes later. She stated that we had to pay the diagnostic test. We explained the situation to her and she was firmed on us paying for the diagnostic test. My wife was tried to explain what she asked for and the manager replied that doesn’t make any sense. She also told my wife that she doesn’t know anything about business. At that point I didn’t want my wife being insulted anymore so I decide to just pay for it because it was pointless explaining something to someone who only cares about making money. I even asked do they care if I return as a customer and they simply ignored me. After that I noticed the manager making an unauthorized copy of my credit card and identification. I asked why is she photocopying my credit card and identification because that wasn’t done when I paid the $760 for the coolant hose. She said that the young man should have done it (so basically she saying he made a mistake not copying my info, so if a mistake was made at the front desk, why one can’t be made with a coolant hose). I told her I don’t think it’s safe to copy my credit card information and then she decided to tell the truth. She explained that she was only copying my credit card and Id in case I dispute any charges. My wife started to asked a question and the manager started yelling at her and ask the young man where is her car. This is where I had enough. First she insulted my wife and now she’s yelling at her. I did what any husband would have done and protected my wife and matched her energy. As I was arguing with the manager, the young man walked past and said oh now your true colors are showing ( I’ll leave this to your interpretation what he meant by that, just know this man has never met me in my life). Oh almost forget that the young man told me that the reason we have a new hole in our transmission was because of them doing a pressure system test. DO NOT DO BUSINESS HERE. From the owner to the manager to the employees, they are all unprofessional and arrogant. They will never admit to any mistakes. It’s all about the money. There isn’t any customer service. Do what I didn’t do and look at the reviews. Notice the tone in all of their replies to reviews. Notice how it’s never their fault. Notice the lack of empathy when someone writes a review that they disagree with. Notice how they are not trying to resolve any issues from previous customers. Notice what they will reply with to this review.
Above is the second 1-star review from the boyfriend of the customer with the 2019 BMW. The technician cannot double-check any previous repairs without performing a diagnostic. A diagnostic is inspecting and performing the necessary tests on a vehicle to find out what repairs are needed. Also, the $760 that was paid initially was for parts that the customer wanted us to replace without diagnosing. We did what we were asked to do. When the customer brought the car back, our tech had to do a coolant system pressure test to check our work and for any and all leaks because that how it is done in the automotive industry. She was told over the phone in advance that a diagnostic fee would apply if we found a different part needing replacement. The tech found that different repairs were needed. This car needs the transmission oil cooler and two transmission oil cooler lines replaced. There is no "hole in the transmission." This person was the one yelling and cursing. No one here was yelling at him or his girlfriend, but because he did not get what he wanted, he started accusing us and calling us names because he did not want to pay for a diagnostic, and thought he could intimidate us into doing whatever he wanted. He is doing the same thing with these two 1-star reviews.
- NOLA Automotive Repairs Inc