I'm beyond upset about the customer service or lack thereof at this location.
I should start off by noting that I'm very easy to please (before this review, 31 of my 36 reviews are 5 star)....meet my basic expectations and I'm a happy dude. Also should note that I don't give a negative review without letting a little time go by to cool down and without giving the reviewed business a chance to try and make it right.
So....I take my wife's car in early Tue morning for an oil and filter change. Work done in a timely manner for a fair price. Leave happy. Wed morning my wife leaves for a couple of appointments and I notice a seriously large amount of oil on our new sealed garage floor. No issue cleaning it up, but clearly and issue with the oil change from the day before. Car has never once shown evidence of an oil leak. Call the PB location and talk to Michael. He transfers me to the manager Devlin who tells me to bring the car in. I tell him I'm busy and since it's clearly a problem they caused to send someone to fix the car. Nope, we don't do that and by the way, you should check the oil and add any if needed. OK, I get it, that was a little extreme on my part, but hey I'm not the one who caused it, just the one who has to spend the next few hours getting it fixed.
Now, before I leave I call the PB customer service line and talk to a rep in Canada. He takes all my information and tells me the best he can do is have the local District Manager Harmon call me...in the next 24 hours. As of this posting it's been over 48 hours and no call. Case # 447433.
Fast forward, I go change cars with my wife, check the oil and determine it's safe to drive to the PB site. Talk to Devlin and he enters a work order in the system and says they will check it out. End of conversation. No apology, no can I get you bottle of water, no nothing. I go into customer service lounge where I can see the entire service bay area. They pull the car in and raise it up. Service guy spends the next several minutes and several rags wiping down under the engine. Car goes u and down 3 times and he even drains the oil and refills. This took 40 minutes of constant labor. He then brings the car around front. I leave the lounge area and stand by the checkout area. Devlin is on the phone, looks at me and books it to the service bay area. Never to be seen again. After a few minutes, a guy walks over to me and hands me my keys and says "all done". No paperwork. So, I ask for it. He says no paperwork on a re-check. Seriously! What about the work order Devlin had me sign? What about an explanation for what went wrong and an apology for the almost 3 hours I just wasted? Another guy comes over and offers to do do some paperwork. Gives me the customer copy of a n/c invoice and tells me that the original oil change peep was sloppy when he drained the oil and is splattered and collected in the splash guards. I check out this story online and find it actually happens. Shouldn't but does.
Bottom line: No apology from any of the 4 peeps I spoke to at the shop. No acknowledgement of my wasted time and gas. No offer of a "next oil change is on us" coupon. No phone call from DM Harmon. No nothing. Pathetic!
Oh yeah.....while standing in the customer service lounge, I noticed that both "Emergency Exit" doors were blocked by table and chairs. Would not surprise me if on his next visit the Fire Marshall takes note of it.