I run a company managing part 91 single engine and multi engine aircraft for multiple different…read moreoperators. For my largest operator they own 7 PC12 and 10 multi engine jets which I manage half of them. We initially used the shop for an aog event where we were in need of immediate service to replace a door that came off in flight due to a crew member oopsie. The shop performed amazing and the communication was top notch. Being we had a great experience I decided to send a different pc12 to the facility for an annual inspection. The first part of the event went well right up to squawk approvals of which I approved every single squawk with no quarrels or question for pricing and their determination of airworthy vs un-airworthy as I trusted their team at this point. During squawk approvals I was told an agm controller needed replacing and if I was to renew our Honeywell program that the controller would be covered. We then paid close to $40K to have our Honeywell program renewed so that the AGM controller could get replaced under the program warranty. Communication from squawk approvals onward went from hero to zero quickly. After I gave squawk approvals the only communication I received was when I called for updates. Once we got close to RTS I asked for the invoice and when I received it the was around 13K more than what was quoted so of course I had some questions. During the conversation I was told it was due to taxes, shipping, extra expenses during overhaul of our Starter/generators and extra expense from a trailing link that was required to be replaced. I was also told there was an extra $5-6K for an igniter lead that required replacement during the outgoing engine runs. I had no clue that this work was performed. Upon review of the invoice I noticed that for the AGM controller that it was not replaced so I asked the customer service rep "KB" about this and he then ensured me it was indeed replaced that I must be missing it. He told me he would get back to me after further review of which he then admitted the controller was never replaced because it would not be covered under the Honeywell warranty program. So not only did we pay the $40K to have the program renewed but they also did un-approved maintenance on the aircraft and charged us in full for it. I complained to the GM and he gave me the normal corporate "I understand sir" "you are right we should have not done that" answers and was ensured he would look into it and call me back. I never heard back from him for a few weeks so I complained to Pilatus corporate office speaking to the manager of customer relations who ensured me he would take care of it. Shortly after that conversation with him I received a call from the Cutter GM at Addison (Chris) where he kind of snickered at me and said that he didn't forget me. He told me he would get back to me and yet again after a few more weeks I have heard nothing. If I could give this company negative stars I would. They change parts without approval from anyone, convince customers that they need to spend $40K on a warranty program that is un-necessary and, most important to me, DO NOT TAKE OWNERSHIP IN THEIR MISTAKES WHATSOEVER. If I could give negative stars I would. The aviation world is small and word spreads fast. I intend to let everyone know not to use this company.

For a billing rate on the higher end I would have expected them to be reasonably efficient. To…read morereplace a TIT probe they charged 8 hours of labor. It cost another $1088 in labor to replace one CHT probe. The verbiage on the invoice had broken grammar and was not legibile. Also, in that same visit they charged four hours to turn a screw to adjust the MAP which now over boosts? And then 4 whole days of labor to replace the alternators. During this whole work order they managed to break my auto-pilot which I contacted them about and they've provided no assistance. Their mechanics either work extremely slow or there are some integrity issues with accounting. Either way, I won't be back.