Gwatney Collision Center

Excellent job

looks like new, very satusfued

Truck sat for a few weeks before being worked on. I could have kept driving my truck and saved on rental costs. Was charged for step bars, step bars were not replaced. Instead of getting my door repaired it came back with a new dent. Truck got 2 new front wheels, the alignment they did was horrible. Truck pulled to the right badly causing extra wear and tear on my tires. Then they charged the insurance for another four wheel alignment to fix their mistake.

It took an extra week due to a tax rate issue with insurance. Having to wait for a call each week is frustrating, you should really have a customer portal with Tex and email updates. The quality of work was fine. You also misspelled my first name.

I would’ve liked more communication. The only time I knew what was going on with my car for two weeks was when I called and asked. The repair was great—just would have liked to know my car’s status.

Second time using you all. (Different vehicles) Just as great as the first time. Kendall is great.

The repairs were very well done. Chris B. did a good job of keeping us informed after he took over communications re: our repairs. The issues we had were it took 2 months to complete them. I understand the problems with parts, which was the culprit. Other than this, which was really out of your hands, I was satisfied.

Did a great repair job. Looks like a new car again

I have had the worst experience. Staff doesn't send update status or even call to inform when I need to bring it in. My car still hasn't been repaired. Been waiting to hear from someone about it. Horrible experience

Headlight didn't work when I got there. They've ordered a new one. Waiting on it to come in and be installed

This place needs to improve their communication between customers and all people involved with the vehicles.

Your staff was great I got the answers and help I needed Jessica Pickney did a wonderful Job thanks Charles W

Seemless in communication and repair!

The car looks great like it’s new again. Thanks for your pride in workmanship, that’s rare nowadays.

I’ve trusted Gwatney with both of my vehicles and they’ve done nothing short of an amazing job! Thank you!

My truck has been at your collision center since August 12 and it hasn’t moved from where it was dropped by the wrecker. I’m thinking I need to have it moved to someone who can fix it. I’m a one vehicle family and I must have a truck to transact my business. In addition, I asked the manager 2 or more weeks ago to give me an estimate and I haven’t heard a word from anyone. It’s obvious you people could care less if I ever get my truck back

I was very frustrated that communication between Gwatney and myself was always initiated by me. I understand there were issues getting parts however it would have been less frustrating if I could have received a call or text with status update. It irritated me each time I would ask for a status it was "oh the part came in but it was damaged so we had to reorder" I can't imagine that every piece was damaged, just be honest and say we can't get the part or there are whatever number of jobs in front of you. I don't have a problem with the actual work, just the lack of communication.

Folks at Collison center were super nice and kept me informed along the repair journey.

To owner/GM this is long, put please read. My repair was fine, and I am happy with that, but not sure it that is what I was impressed with. Seems like in recent years, then massively accelerated with Covid, companies have forgotten that customer experience goes past your product and/or service. Seem’s like when you call or visit a company, representatives of that company almost come across put out by customers. (Seems almost dumb to have to say that because it doesn’t make sense). Partly I get it, understaffed, over worked, and the repetitive nature of stupid customers, but it is becoming a lost art to deal with customers. Luckily I have no experience with dealing with an collision, then add that the other driver was responsible, so have the addition of a 3rd insurance company, and a car that has no presence in Arkansas (Tesla), to make it more complicated. Been trying to figure out a solution for months for what ultimately is not that major of a repair. Then I came across a tidbit of information that Gwatney was a certified repair center for Tesla. So I called and got Kendall Straschinske and he was beyond great. He helped me work through my issues, was patient with my questions, and did so while making be feel good about the process and that I was dealing with a professional company. I thought it is not much harder to do your job and make people feel good about it, then it is to “just do your job”. You should feel blessed to have him on your team. He represents your brand well. About myself: I only include to validate my above comment. My name is Bob Chastain. I have been a CEO for 25+ years, and have had ****,000’s and ****,000’s of employees and have done many $billions in revenue. I pride myself for having an eye for talent. I would love it if I could have an army of Kendall’s on my team. Because regardless of the product or service customers want to be treated like they matter. Feel free to call me anytime ****-****-xxxx -Bob

Friendly quick service made a stressful event a worry free event- thanks!