I've taken my car to Cueter for about 8 years and after my last experience, I will never return and I will never recommend them.
I needed my front wheel hubs/bearings, control arms, and swaybar endlinks replaced. Since I wanted to replace my bushings with performance polyurethane bushings, I had to order them myself and bring them in. My service advisor told me it would be no problem and they would just charge me for labor. I had all the parts in last Monday. On Thursday my advisor called me to tell me it would cost a bit more in labor to replace the bushings instead of the entire control arms. I told him I already figured that and told him the same thing on Monday. He said ok it should be done that day. Friday I call him and find out the mechanic doesn't think the bushings are the correct parts for my car. I looked it up and they were indeed the correct parts according to the manufacturer. I told my service advisor and he said he'd have a chat with the mechanic. I never got a call back. Saturday I tried calling a few times and never got a call back. Monday I call and finally get a hold of someone. Apparently my service advisor went on vacation, leaving me completely in the dark about my car. I asked my new service advisor if he knew what was up with my car. He said he'd have to find the paperwork and call me back. Never did. Tuesday I finally got a hold of him and he told me the mechanic doesn't feel comfortable putting the bushings in. I asked him if he could go on the manufacturer website and see that the parts are indeed correct. He said ok and never called me back. Wednesday I called and he told me the manager said they won't do it because he called AUTOZONE (NOT the manufacturer; just the supplier) and they told him they didn't think the parts were right. Even though it does say even on their website that the parts are right for my model car specifically.
Friday I went in and talked to the manager directly. I asked him if he remembered me from about a month prior when my girlfriend was also left in the dark about her car being looked at. He said he remembered me. I asked him why I was left in the dark by 2 separate service advisors. He didn't even apologize! Chad was a total xxxxxxxxx to me and acted like I was the burden on them! After the conversation went absolutely nowhere, he offered to take $70 off my bill. I told him I'd have to consider the situation and he threatened me with a mechanic's lien as if I would take my car back without paying. I've never been treated so badly by a manager like that. I didn't even receive any kind of apology.
I left and returned later to get this all over with and pay my bill. I told the cashier he offered to take $70 off the bill and I showed her a coupon that was mailed to me that would take 15% off. I also had rewards points to use from a credit card that I applied for FROM THE DEALERSHIP. The cashier said she'd have to check with the manager. My service advisor came up to me and told me the manager wasn't going to take more than $70 off the bill, even though the 15% off coupon would've taken off more than that. He also said my credit card rewards points could only be used for parts; not labor. I looked this up and this was not true. They finally used my points but would not accept my coupon.
Unbelievable and completely unacceptable. Cueter's service department has gone way downhill over the past few years. They used to have a very considerate manager that always made sure I was taken care of. The master mechanic that worked on my car since I started going there is no longer with them, even though they still have his certifications displayed in their window. They didn't have the certification of the current mechanic that worked on my car this time.