Unfortunately we had a bad experience here. We brought in our car for an oil pressure light on. They said they would "check it out" and I left. The next day they called and said they did a diagnosis tix and it was going to cost 300$ and all we needed was an oil change. They didn't ask if they could do a diagnostic or tell us how much I'd be beforehand. We spoke to them on the phone explaining how this is actually illegal in CA but we were willing to work with them and the owner wouldn't even hear me out and actually hung up on me even though I was calm and trying to understand their viewpoint. He called me back realizing he hadn't called me to talk and he was so mad and heated .. hung up again. We sent him a nice text saying look. We respect your work and time and can you meet us half way? No response. He made us sign a paper saying we wouldn't ever come back when we picked up the car.. haha which I was happy to do. But shocked at how they handled the situation and treated us as a customer
Response from the owner · 3 weeks ago
We are sorry you felt this way, and we appreciate you sharing your feedback.
For context for future customers reading this: This customer first came to us with an Audi needing approximately $3,000 in repairs. During our diagnostic, we discovered those same repairs were still covered under her extended warranty. We did NOT charge our diagnostic fee and told her to go get it covered for free at the dealer before her warranty expired, and to come back for the rest later. She saved thousands because of that advice.
She returned for a smaller service, we took care of it, and again did not charge a diagnostic fee out of courtesy, telling her to come back when ready for the remaining recommended work.
This third visit was for an oil pressure warning light. This is a serious warning light that can cause major engine damage if ignored. For this light, we have to scan codes, test actual oil pressure, and inspect camshaft gears and timing correlation. Our diagnostic fee is $180-$270 and is posted, and we require authorization to leave the car for this type of testing. Her car had timing correlation codes and very dirty, thick oil, which directly affects oil pressure. We recommended starting with a diagnostic + oil and filter change, totaling $300, which is our normal fair rate.
We never want a customer to feel uninformed about cost. We have now clarified our process to ensure verbal and written approval for diagnostic charges before testing. We did refund/discuss options on the phone, and we apologize that the calls became heated - that is not the experience we want for anyone.
We wish you all the best with your Audi and are glad we were able to help you save on the warranty work.
• Otto, Otto's European Auto Inc.
