Parker Automotive Restoration AR 72212

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John Connell

Parker Restoration had to completely restore the exterior passenger side of our 2022 Lexus NX 350h after being sideswiped by a Ram Truck with expired paper tags and did a wonderful job. They exceeded our expectations. They kept us informed throughout the whole process.

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Melissa Minor

While I would have preferred to provide a five-star review, I regrettably find myself unable to do so due to the inadequate customer service I experienced. I am assigning my experience a rating of two stars for the following reasons: 1. The repair shop retained my vehicle for an extended period of three months, surpassing the projected 2-week timeframe. My vehicle was involved in a minor collision (fender bender) with another car on 12/29, and I was informed that repairs would commence on Jan13th. During this period, my vehicle was parked in the designated lot as instructed by the restoration shop. However, when I did not receive any updates on the 13th, I initiated a phone inquiry. The representative I spoke with was under the incorrect assumption that I needed to bring in my car, unaware that they already possessed it. She stated with a poor attitude, “We are waiting on you to bring the car.” When I informed her that they had my car, she indicated that she needed to call me back to investigate this matter further. 2. After multiple prolonged delays, I attempted to engage with a supervisor but did not receive timely callbacks. My insurance representative encountered the same challenges. There were numerous instances where I called alongside my insurance representative on a conference call, yet we did not receive a return call. Days passed without any callback. There were instances when two weeks (at various times) elapsed without any action taken on my vehicle. The restoration shop staff consistently communicated, “We are waiting for your insurance company's response.” However, as I reiterated, I would call back with my insurance representative, and no one would be available to take the call. When I finally spoke with Steve and asked him to contact my insurance company using the number provided, he attempted to argue with me regarding processes when all I requested was for him to place a call to the insurance company to facilitate the repair of my car. After he finally agreed to place the call, the issue was resolved. 3. Throughout each conversation in which I sought updates regarding the status of my vehicle, I was met with defensiveness and a condescending attitude, which often came across as discourteous. I felt undervalued as a customer, and it appeared that my vehicle was not regarded as a priority. 4. Due to the extended duration in which the shop retained my vehicle, I exhausted the 55 days of rental coverage provided by my insurance company and was consequently tasked with managing my family’s complex schedule using only one vehicle. Steve from the shop attributed the delays to my insurance company. I have been with this particular insurance company for over 20 years, and they have consistently provided excellent customer service and responded promptly to my inquiries. 5. Ultimately, when I reached my limit regarding the delayed repairs and inadequate customer service, I requested the owner’s phone number. The owner did return my call and left a message; however, I missed it. When I called back, I spoke with a manager from Parker’s Sales department. I informed him of the issues I had encountered. He acknowledged that the communication could have been handled more effectively and arranged for me to secure a loaner vehicle until my car was ready. This was helpful for the weekend and alleviated some of the stress I faced. This is primarily the reason I assign any stars to the service provided. Upon receiving my car back in mid-March, the vehicle was still not completely finished, and I had to return for an additional component to be placed on the fender. Selecting this automobile restoration shop for my repairs complicated matters. If presented with the opportunity to make this decision again, I would prioritize a more thorough review of customer testimonials and select an auto shop that is highly endorsed by my insurance provider. Conversely, Parker’s Sales and Service department has consistently delivered exemplary customer service. Nonetheless, I would refrain from recommending Parker’s Auto Restoration.

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bob shoulders

Took my car in after my wife had a little mishap. The estimator wasn't particularly friendly or cordial and the estimate seemed crazy high. After getting a competitive bid, I called Parker back to get a second, more limited estimate. The man I had spoken with was unavailable and I told the receptionist I wanted a more limited estimate. She told me they would be happy to help and that the estimator would get back to me. They never returned my phone call. Not sure how you stay in business without returning customers' phone messages, but I found another collision center to work with.