2 /5 Ani Qualls: (Long explaination but worthwhile to read!!) I had called all around town to find a place to bring my car in for an EGR issue, and Lou was one of the few that seemed welcoming and willing to explain some things too. So I was looking forward to bringing my car in, he tried multiple things and it seemed to have worked so far and explained more things about the issue, which I really appreciated. I found the pricing to be very reasonable with (what I thought) good customer service. Afterwards we had talked on the phone and he tells me my lower ball joints need to be replaced, okay great thank you for letting me know! So when I went to pick it up, he showed me the tire movement at the 3&9 positions, as he told me again those need to be replaced before driving on the highway because the tires would then not drive correctly. So I went home and looked up some videos to double check and learn more about it. Watching the videos I had seen that it was showing a tie end rod & steering issue, but movement on the top and bottom can show ball joint issues, so I lifted the car and wiggled the top and bottom and no movement! I called Lou leaving a voicemail letting him know what I saw and my own opinion saying that I dont necessarily think its the lower ball joints, but rather a tie end rod issue, and if he could write and estimate for that as well. Of course I dont know much about cars compared to him as a lifelong mechanic, but I can still raise my own opinions and concerns, and he can explain it back if I am wrong, thats okay! I had also thought he might have accidentally said the lower ball joints as I know that can happen. Anyways, little did I know I had offended him! We spoke on the phone after he got my message and he had told me what I said had offended him. I was shocked, as I didnt mean to, and was not expecting him to react that way. He had continued to tell me something about working there for 44 years etc. while I was trying to apologize and explain my situation, he had not stopped to let me talk or hear me out, and (as I told him I was taking the car to les schwab to get new tires and the suspension checked) told me I should just have les schwab look at it and that it is the lower ball joints, and hung up on me!! He never took the wheel off to check, only wiggled the tires. I was so shocked and upset that he would do that, not thinking that my concerns would have offended him this much to be so rude and unprofessional. Anyways, I had just got the suspension checked within the last hour today and guess what, the lower ball joints are just fine, and it was the inner and our tie end rods that need to be replaced. So it is a good thing I double checked with myself and another place before spending money on something that didnt need done that he had sworn needs to be replaced. I understand he has the experience and qualifications, but you can still make mistakes or misjudge things. I do think Lou is still a decent mechanic, but this was definitely a horrible, and my first terrible customer service experience, on top of him almost having me get something "fixed" that didnt need it. I was looking forward to bringing that car and my own in again, but glad to say I wont be now. So I guess dont get on his bad side, or question his judgements if you dont want to deal with that, but if you want to question things like a normal customer making sure youre doing whats absolutely needed, then Id look for somewhere else. Thanks.
