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October 2024 by Dean Hunter
I suppose my best advice is pretend you are working with a circus of amateurs. Scheduled to have my truck repaired and before dropping it off I thought to ask if they had all the parts ordered? well no, they didn't - and since there were a lot of parts involved, and given the problem with parts and delivery, they conceded that it would be reasonable for me to continue to drive my very drivable vehicle till they arrived. "they'll let you know" is code for you won't hear from us again till you call - so if you have to use them, call ... call frequently. Months later, when the parts were all presumed to be accumulated, I dropped my truck off for a two week - three weeks tops (their words not mine) repair of two separate claims and I confirmed that both claims were on the schedule for repair. After two weeks, I called for an update ... "let's see, which truck is that again? when did you drop it off? are you sure you called the right place - We're in West Little Rock" that didn't bode well. Unfortunately, the person handling my account left the company the day after I dropped my truck off and they were currently trying to re-assign his case load, (two weeks later). So nothing had been done. Several days later, I called back to learn a new person had my account and was "on it". He assured me that he would handle my account personally and he had been with the company 22 years so I could rest assured he wasn't going anywhere. After the anticipated 2 weeks, I called again as I had not heard any update, voicemail - left a message, no returned call so I called back a couple of days later. My new account manager was eager to give a progress report but regretted that there were some parts that had not come in and were on order ? ? ? I thought we made sure all the parts were delivered before we started !! "well that was the other guy" and "sorry about that" but don't worry, the new guy will put a "rush on the delivery". Given the performance so far, I thought it prudent to confirm that both claims were being addressed ... "second claim? what was the second claim on?" (that's code for "no I haven't got a clue what you're talking about"). After reviewing his folder he confirmed that he did have the estimate for the second repair and while it had not been started, not to worry, they would get right on it while the parts were in delivery and all would be well. "We'll get you an update in a week", but you guessed it, no update. I called, voicemail, left a message, no return. Called back a couple of days later - voicemail so I called the main office and asked for my "guy" ... ... ... "well, uh ... he is no longer with us ... we are currently trying to reassign his case load ... we'll get back with you" YOU HAVE GOT TO BE KIDDING ME!!
So after not hearing from anyone, I called back a couple of days later to learn there is a New New Guy who apologized profusely for the problems but ASSURED me that he was on top of things and my truck should be ready in maybe a week.
A week later there was another piece that needed to be ordered?
A week later there was a scan that showed an error and needed to be corrected.
Finally, I got the call, after months, my truck is ready (my insurance allotted me a 12 day rental back when this all started for this repair).
I arrived to pick my truck up and find, the second claim and estimate had NOT been addressed ... the New New Guy knew nothing about it ... but the New "GM" who I was introduced to as "Ashley" who sits at the front desk and answers the phone identifying herself as "Casey" did say "sorry about that - so do you want to pick your truck up or leave it here to get the other issue taken care of?"
I CAN'T BELIEVE SHE ASKED THAT!?? No, I believe I'll take my truck (and hope the wheels don't fall off as I driv
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October 2024 by Katherine Sellers
I had my car sent here in July after a wreck. I've never used collision repair services anywhere before, but my experience here CANNOT be the norm. My biggest complaint is that they gave me false hope that my car was not totaled. They said, "oh its just the front, "it all looks superficial. "... I feel like as a collision repair center, this should NOT be something you allow your employees to say. They took 2 weeks to give an assessment of my car without doing any scans and just by looking at the outside and said it was totaled. Part of what they needed to do for insurance was to get the mileage of the car. From what I could understand, they did that by pulling it from the system in some way (and I might be wrong about that but that's what I could get from what they said) and instead they took it off the sticker that said when my next oil change was due. The mileage they reported to insurance was off by a few thousand miles because I had JUST HAD an oil change. Thankfully, I caught their error but was able to report my actual mileage from a photo I had of it from 2 days prior. But they almost made my insurance money to get the car replaced $500 less. I will not be recommending this place to anyone. They take forever, cut corners, and truly don't seem to care about their customers.
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October 2024 by Lisa Bryant
this shop was not reliable. The repairs still aren't correct, and they kept my car for over 3 months.
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October 2024 by AKM Shaheen
Very very disappointed. Not recommended at all.
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October 2024 by nandita monika
Third class! The estimated time for my service was 2 weeks and I got my car back after 7 weeks. I would never go back nor would I recommend anyone to use their services. There are lots of options in Little Rock. I wish I never went to this messed up place!
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August 2024 by Katie Crosby
THEY WERE AMAZING!!!!!! They did a PHENOMENAL job with the repairs and body work on my vehicle. Looks BRAND NEW! ???
The staff were incredibly helpful and provided amazing customer service throughout the process. I would like give Ashley a shout out in particular! She helped me from start to finish! Thank you guys!!!!
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August 2024 by Deena Hopper
Brought in my 2024 for a ding to the bumper- thinking since it’s a dealership collision center, they should do well. Still waiting to see- a 3 day job has turned into a month. Jason never calls to update me-I call, they put me on a long hold while Jason figures things out. They tried to give it back to me but the paint did not match, told them they can keep it another week but I really need my vehicle in a week- called yesterday to make sure it would be ready. They said it’s baking in the oven now, yes it will be ready. I drive 2 hours up to get it, call and no it not ready. I was told “since it’s a 2024, we had to call in a paint rep” I said- I’m not understanding, it was a 2024 when I brought it in 3 weeks ago why wasn’t a rep called then. She said I don’t know I’m just the middle man trying to help you- I’ll have Jason call you” I doubt Jason will ??♀️
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August 2024 by Donna Hoffman
Could NEVER get through to find out status of repairs; my rental car was due to be returned the next day. I had to drive to their shop to get information. I now have to return it because the left signal light is now blinking like a strobe light. One person, Aaron, saved the day and prodded the service department to complete my car by the next afternoon my car. My frustration at repeatedly not being able to communicate with them will prevent me from using them again
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August 2024 by Gary Bennett
This is my second time having body work done here and I was very satisfied with both times. First one was a bumper cover maybe 5 years ago and the second was minor front end damage to different car.
My car was not ready when promised, but the paint guy kept working with it to make things right so I would rather things be done right and be late than be just "good enough" and done on time.
Communication from the office could be a little better but perhaps they were busy. I had to call to check on the status once we passed the date the car should have been ready but I am ok with that.
I like this shop because they are the local body shop for BMW, Volvo and they had signs up showing they were also a Subaru certified shop so I believe they do exceptional quality if they are repairing high end vehicles like BMW or Volvo.
They also used genuine OEM body parts instead of after market parts which I appreciated.
I would recommend these guys for any body work you need, just don't be in a hurry to get it back...
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August 2024 by Melanee Yielding
I was very frustrated with McLarty Collision West. I was originally told they’d have my ‘24 Pilot for 5 days, and 30 days later I picked it up. They did find additional damage once they began the repair work, but the communication was not good. Three times I was told my car would be ready on a specific day, and then it wouldn’t be ready. I was ready to pull my hair out until I spoke with Ashley Phillips. She was amazing. Very professional and helpful and she did everything she could to make me happy. I finally got my car back yesterday and so far am very pleased with the work they did on it. But if you have to take your car there, I highly recommend speaking with Ashely because she will do whatever she can to get things right.
Edit to the above review: I picked my car up on a Friday afternoon and drove straight home. Got in it Saturday, put it in reverse and realized my cameras were not working. Naturally they are not open on Saturday. So I called first thing Monday, told them I’d be brining my car in first thing Tuesday as I had appointments on Monday. I got here at 9:20. It is now 1:20 and I’m still sitting here. Not only did they NOT fix it correctly, they are not rushing to get it fixed as I sit here. I live about 40 miles from here, so it’s not like I wanted to ask anyone to come get me, and I shouldn’t have to. I should be a priority since they have screwed me around for over a month and then didn’t get it right!! I will NOT ever bring another vehicle to this location.
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May 2024 by Cassie Moss-Nugent
I was very happy with the service I received from the first initial estimate to completion. The quality of repairs were excellent.
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May 2024 by Farrah
Very helpful and informative
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May 2024 by Aaron Morton
SEE PICTURE OF MISSED WORK.
So many delays with my Toyota hail damage repair. This last week alone was a perfect example of what you will expect at McLarty collision West.
After eight weeks and wasted vacation days, my Toyota Highlander is still not complete. Four days ago, Monday, my representative Mike told me that my vehicle would be ready tomorrow (Tuesday). This guy Mike has told me “tomorrow more times than I can remember (email chain saved).
Email from my representative Mike: i will have you ready tomm we got it all back togehter its got to get scanned and calibrated then cleaned up ill call as soon as they bring the keys up to me.
I guess “Tomm” means tomorrow but not sure because that didn’t happen.
Tuesday came and Mike didn’t call. On Wednesday morning, I sent an email to Mike and Clayton (collision director) asking for an update. Neither one of them contacted me on Wednesday. I confronted Mike on Thursday morning about this matter as Mike walked into the stop at 7:30am. I am reiterating everything said to Mike during our conversation with an email sent to him and The collision Director Clayton.
We spoke at 7:30 AM when your shop opened on Thursday morning. Three days prior, you said that my vehicle would be ready on Tuesday and you would call. You did not call on Tuesday.
On Wednesday, I sent an email to you and your collision Director, asking for a follow up. It was no surprise, no one contacted me on Wednesday. I asked you when Clayton was supposed to call me, and you avoided giving me an answer.
On Thursday, you admitted that Clayton was supposed to call me with an update. Clayton did not contact me. I asked you why you didn’t call or email me since you are my direct contact. In a professional world, you would have taken ownership and contacted me yourself (as my main contact).
During our call, you admitted that your glass recalibration guy has 20-30 jobs per day and he can’t keep up. your statement confirms that McLarty collision is understaffed. Therefore, one additional day of car rental charges.
During our call, you mentioned that quarter glass was broken. You explained that Clayton was supposed to call me about the broken glass and somehow take steps towards completing the job? I’m curious when the quarter glass was broken and how many days it took your shop to actually place the order. I spoke to a progressive adjuster who explained that the shop broke that glass and wasted time trying to get progressive to pay for OEM glass. What a ridiculous request from McLarty/Mike. Another unnecessary delay.
During our call, you also admitted that the cleaning is still not completed. Your email from Monday stated that the vehicle needed to be cleaned. Therefore, your shop had all day Tuesday and Wednesday to clean My vehicle adequately.
Your shops delays in the last week alone have caused at least three additional days of rental car charges.
To make matters even worse, Mike contacts me at 4:45pm to let me know my vehicle would be ready at 5:15pm (8-weeks after dropping the vehicle off). At that point, I am on the way back to Hot Spring & 45 minutes away.
I have several other examples which I will document for the attorney generals office.
I am seeking 100% of my rental car charges (beyond my 30 day rental allowance) be paid by Progressive, McLarty, or a combination of the two.
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March 2024 by Shelley Thompson
Meagan was exceptional with her customer service. She took the time to explain everything to me including repairs and costs. She went out of her way to find a better cost repair for me too!! I’m highly recommending McLarty Collision to everyone. They were the cheapest and had the best turnover time too.
Another service nearby quoted me nearly $6000, and I paid $1600 at McLarty!!
Way to look out for your customers Meagan!!
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February 2024 by Karen Martin
McLarty Collision West did a great job repairing my car after a minor accident.
