If I could give Grease Monkey in Pleasant Grove a ZERO star rating I would.
Having used this location in the past for oil change and car washes, I have had nothing major to complain about except the expected replacement air filter or wiper offers (it is amazing how almost every visit has one or more things should be replaced in addition to the replacement work I do from home).
My latest visit to Grease Monkey in Pleasant Grove makes it my last visit.
Attempting to have my car's registration taken care of upon completing a safety and emissions check, I ran into a major problem.
As far as the car goes, the emissions passed with flying colors. The safety check had a few things, which happens and I am fine with. The biggest concern was with "loose steering" as it was referred too. The technician said there was "too much play" and referred to the actual parts in the suspension that needed to be replaced.
Fine, I knew it would cost a few hundred bucks, but that's life when owning a car. I took the GMC Yukon XL to a front-end specialist shop to have it checked out and to fix what needed to be fixed. Upon their inspection, the parts the Grease Monkey tech referred to were just fine, however there were was another part that was worn and causing the loose steering.
Okay, $360 later, the new parts were in place and the Yukon drove noticeably better.
Back to Grease Monkey so we can get things finished off.
Surprise. The technician reviews the vehicle again and says - nope, your steering and suspension still has a problem.
"What?" Showing him the receipt from the very recent repair, I said that we just took it to a suspension expert who looked everything over and found and fixed the problem. The technician then referred to himself as the "Safety Expert" said that there was still a problem. Crouching down by the tire that he has lifted off the ground he tried to show me the play by shaking the tire.
Long story short - after returning to the suspension shop and talking with them, I ended up having to make an appoint with the UHP person who oversees the inspections in Utah county (it should also be said that the people at the shop guessed that I must have taken my car over to Grease Monkey in Pleasant Grove - - seriously, without any indication by me). At the appoint the UHP person was shown the work that was done and shown by the suspension experts that the technician at Grease Monkey was fundamentally checking the suspension incorrectly (you can't just lift a side of the car up to see, you must get under the car to test what they claimed).
The UHP person reviewed and passed the Yukon's safety and asked if he could take the rejected paperwork with him so he could talk with Grease Monkey.
Customer service was my issue here. The technician was very arrogant (so was the second tech brought over to help defend the claim). Having tried to do all that they asked to correct the problems with the vehicle the tech were unwilling to bend on the parts that they though I needed to replace. This situation could have easily be resolved if the tech was willing to even talk with the suspension place I took the car to, but not only was he unwilling, but he claimed authority by saying, "Well. I am the Safety Expert".
If he would have made a little effort to understand where I was coming from - just having paid $360 to a trusted expert (my family and friends have used this person several times) to fix a problem he may have tried to see if he could have been wrong. Instead I received no understand, just a - Nope, that didn't work . . ., he then proceeded to tell me that he could get me the parts I needed for $180. I might be mistaken, but there may be fishing for some more money.
I should not have had to go to the length I had to in order to resolve this situation.
Note: To Grease Monkey's credit, the manager called after the UHP person made their visit, apologizing for the terrible customer service, admitting to the need for their technicians to be better trained.
I guess that effort does merit 1 star. read more