We are a small business and have taken our fleet trucks to Parks service center for routine maintenance and repairs regularly for many years. Because we cannot afford to have a truck out of service for lengthy time periods, we take good care of our vehicles. Recently, the service has been sub-par, to say the least. Service Rep. Gus acted annoyed when we would call or drop off a vehicle, and once, let one of our trucks sit for almost a week because he hadn’t bothered to call us to authorize the repairs. When were handed over to Service Rep. Bill, he agreed to wash the outside of our vehicles every time we bring them in for service. That only happened once.
Our most recent issue with Parks service center was the last straw. Parks repeatedly misdiagnosed an issue surrounding a code relating to one if our truck's turbo chargers. We brought the truck back to them every couple of weeks for about 6 months. Every time, they said they fixed it, but it would continue to generate a code, and even caused our fuel mileage to plummet. Parks finally decided the turbo needed to be replaced. On Tuesday, they informed us the turbo was on backorder, but it should be in by Friday. The part was shipped to the wrong address and did not arrive on Friday. We had to call multiple times, sit on hold for literally hours, leave voicemails with no return calls, and make physical visits to get updates or information on when we could expect to have our truck back. I called multiple times trying to contact Bill, and he was always with another customer or on a conference call. I asked to speak with the service manager, Tracy, multiple times and never got to speak with him because he was too busy. When I went into Parks and asked to see Tracy, they paged him and radioed him, but he never came out the entire 30 minutes I stood there. I went in on the following Friday to try to get an update, and was told by Eric, because Bill would not acknowledge my presence, that the part was scheduled to be delivered that afternoon. Eric was upset that Bill had not shipped the part overnight and assured me that it would be done over the weekend so we could pick up the truck on Monday. I asked him if he could please keep me updated on the status so that I could schedule the next weeks’ workload accordingly. I never heard back from him. I called Eric Saturday morning, but he did not answer. I called the service center and was told that there was no certified mechanic on duty so they didn’t know why I was told the work would be done.
At this point we had lost all hope of having our truck back in rotation on Monday. I called Parks at 7AM on Monday and couldn’t get through to any of the service managers. Four hours later, I called again, and finally got to speak with Bill, who told us that it would be done Tuesday morning. Come Tuesday morning, they told us that a clamp was giving them problems during the install and the truck would be ready later that day. Bill called that afternoon, and we ended up picking the truck up on Wednesday morning. We voiced our concerns to Bill, but he only wanted to complete the transaction and get us out of there. The truck was filthy, had been sitting there over two weeks and they didn't even run it through the carwash. He knocked $400 off the repair which was only a reimbursement of the last unnecessary repair. Other than that, he did not offer any discount on the labor or ask us what they could do to keep our business.
To sum things up, we still never heard a word from the service manager, although he walked in and out of the service desk area multiple times while we were there, and clearly understood we were dissatisfied. Parks lack of communication and poor service is what ultimately ended our long-time relationship with them. We expected calls from Parks and vows to remedy the situation, but we’ve heard nothing. We are gladly taking our vehicles elsewhere for service.