I've taken my car here a couple of times and the first couple of experiences were great. They were friendly and very customer service oriented (always have been for the most part). Which makes me want to give them 3-4 stars.
However, this past spring, I took my car in for it's normal maintenance and an oil change. I was leaving a for a long trip a couple of days later and told them this so they checked everything over thoroughly, made some recommendations on things that needed to be fixed and also showed me how to check my oil levels.
A few days later, I drove to my destination in another state. The following day, my passenger got in the car, she noticed a smell of oil that I hadn't noticed. I opened up the hood of my car only to find oil splattered all over the place and the oil cap lodged (luckily) in between some of the pipes in the engine. I was in a sheer panic and called the shop and left an urgent voicemail (It was evening) - not knowing what to do or whether the car was safe to drive. There was little to no oil left in the tank.
The next day I received a call and they just said just to fill tank with oil, clean the engine at the car wash and it should be ok. They immediately defensive and were quick to say they didn't do anything wrong and that someone must have accessed my engine (within 2-3 days of the service? really? i hadn't gone anywhere other than work and home and quick errands and i have a garage) or that I must've checked the oil and forgot to put the cap back on. I basically told them that I wasn't interested in arguing about it...I just wanted to make sure that it was safe to drive 8-10 hrs back to the Phx area.
However, the whole experience left me with a bad taste in my mouth. As much as I would like to give them another chance because I honestly believe that they are not bad guys, they are relatively fair and that they do a pretty good job, If my car engine had been totally messed up after that fiasco - it was clear that they would not have taken responsibility for the fact that they forgot to put the oil cap back on. I think it was pretty obvious that they made an honest mistake and I just think it lacks character and customer service to have not taken responsibility for their mistake. They told me to bring it in when I got back and they would check it out, but at that point - why should I trust them?