Cutter Aviation - Addison (ADS)

Google reviews

• T
  Todd Hoon 3 months ago

  I run a company managing part 91 single engine and multi engine aircraft for multiple different operators. 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 b

• B
  Bryson Pogson 4 years ago

  I took a Piper Saratoga in to their Addison, TX facility recently for a customer to do a annual/pre-purchase inspection as the seller and had a horrific experience. To start with, the airplane was there almost 60 days. To make things worse, the manager tried to lay partial blame on us for the delay because we opted to overhaul two parts rather than pay for exchanges which saved my client almost $4,000. Mind you, our venders turned both units in just over a week and then they promptly sat on the shelf for a couple of weeks after they were back at Cutter. I was told that they were short technicians to install them, yet we were partially responsible for the delay. They somehow damaged an autopilot control cable as we were nearing completion but then ordered the wrong cable, but we were a part of the delay. During a review of the final invoice, there were several items that had been quoted as no charge but yet had labor on the them. They also charged us $101 to ship a battery for the stand by attitude indicator. I understand that this is considered hazmat, but it certainly didn’t need to be sent overnight since this was an incoming discrepancy. With a shop rate of $148 and a consumables charge of 6% of that rate, we had an expectation of exemplary customer service but we were sadly disappointed. Full disclosure, I own a maintenance facility myself and I am not complaining about the rate itself considering the state of insurance and labor costs, but if someone is going to charge those kind of rates, the level of service should be equally as high. When we respectfully asked for a labor discount to make up for the delays, which we asked for 10%, we were unapologetically told absolutely not. Lastly, we were told that payment was due before we could even test fly the airplane. Mind you, I said test fly, not take home. Plus, there were open items on the annual inspection that required a test flight. I wanted a representative of Cutter to come along to guarantee that we would

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